Referring to telesale, many people will immediately think of regular phone calls to customers. However, that is not all that speaks to telesales work. So What is telesale? ? If you want to become a telesale, what skills do you need? Let's find out with CoffeeHR in the following article!
What is telesales?
What is telesales? ? Simple to understand is the job of calling customers according to available customer data to promote or introduce the company's services and products. The person who makes the call is called a telesales agent. Through that, telesales staff will convince customers to use services or buy products of their company.
Telesales staff part of the company's sales team, also a sales staff. Today, there are many fields that need telesale such as healthcare, education, sales, etc. Telesale is considered as an effective and economical way to approach and bring in revenue by businesses.
" Do not miss: What is Junior? Distinguish Junior from other ranks – CoffeeHR
The work of a Telesale employee every day
One's daily work What is telesales?? According to research and survey, a telesales employee will be responsible for the following 6 main work items:
Create a source of customers who want to buy and use services and products
Based on the available data source with the same scenario telesale professional, staff What is telesale? and do what? They will call customers to introduce and persuade customers to buy and use the company's products and services. Through conversations with customers, with analytical skills, telesales staff will determine if this customer really has a need or not.
Since then, staff telesale will move on to the next steps in his work process. This is considered a step to help the company save time in searching for real leads and increase the closing rate significantly.
Negotiate with customers to sell
After identifying potential customers, telesales staff Negotiate with customers for sales and services. This is considered the main job of a telesales employee. When negotiating, it is necessary to consider factors such as finance, interest, and level of spending on products to have an effective strategy to convince customers. This will help you sell goods, products and services more effectively.
" See more: 8 Functions of Marketing Department Marketing department main tasks
Receive goods and place orders
After closing the sale to the customer, the telesale staff captures the customer's information and agreement to place the order. In addition, the customer's own incentives should also be attached.
Telesales staff can also convince customers to use the full service package when customers have a need to buy products. This is very effective in business as it enhances sales.
Bringing services to customers
After successfully closing the sale, the employee telesale After-sales service is needed to convert them into loyal customers. To take care of customers and employees telesale You can text, call to ask for feedback, this will motivate customers to continue using the service or buying the product.
As customers become loyal customers, they can refer more potential customers. This is an effective and cost-effective way to find potential customers. Also known as "customer by customer".
In addition, staff telesale It is also necessary to have a good understanding of products and services as well as new updates on promotions and incentives. This gives them the opportunity to connect and maintain good relationships with their customers.
Handling conflicts and conflicts
In the process of using the company's services, customers will inevitably have questions, misunderstandings or conflicts. Then, through a phone call, telesales staff conflicts need to be resolved.
At that time, the telesale needs to know how to accept the error and handle the best to keep the image for the business. If you successfully resolve the conflict, you will build a good relationship with the customer. On the contrary, if the solution is not good, you may lose 1 and many potential customers in the company.
Monitor and update work progress
Any job needs to monitor and update the work progress, Telesale also. Telesales employees need to report to their superiors about their work progress, advantages and disadvantages in work. Through that, the superior will have the best guidance and advice for you.
Normally Telesale In any field, when reporting, it is necessary to show the following main things: the number of calls, the number of customers wishing to bring in, the sales realized. In addition, telesales staff can offer suggestions and ideas to make work more convenient.
Responsibilities of Telesale
Staff telesale belongs to the sales department, therefore, the work efficiency of telesales staff will be measured by KPI. The responsibilities of telesale include:
- How many calls are made in a month?
- How many potential customers do you bring in a month?
- Number of successful closing orders
- Ratio between number of failed calls / number of calls made
- Average number of minutes to introduce products and services to customers
" Explore more: What is Project Manager?? Project Manager's main tasks
Requirements of a good Telesale employee
Telesales employees have 3 basic requirements for working qualifications, skills and working attitudes. As follows:
Level
The first is in terms of experience
When telesales staff have previous work experience, the job will be made easier. In addition to the inherent experience, employees telesale Need to continuously improve and supplement knowledge to improve skills.
Build a script before telesale
Before making a call, telesales staff need to build a script. This will help the call to go smoothly, with main interruptions, hums. From there, customers will feel the professionalism from the caller. At the same time, save time calling for both parties.
Understanding customer psychology
Understanding customer portraits and insights will help telesales staff give appropriate advice and improve persuasion. This also helps employees telesale quickly determine if this is a potential customer. In addition, telesales staff also need to understand the company's products to match customer needs.
Skill
An employee good telesales It is necessary to grasp the important skills that are the ability to communicate, the ability to grasp information quickly, negotiate and persuade well, master computer and telephone skills and work under pressure.
Specifically, good communication with customers will make customers have sympathy for the seller. After that, the negotiation and persuasion will help the telesales staff learn deeply about customer needs and introduce suitable services and products. When telesales staff have good persuasion skills, they can close sales more easily.
In addition, the use of computers and phones is a basic condition.Work telesale are evaluated based on monthly KPIs. Each employee will have a separate KPI level, which requires telesales staff to meet. Therefore, telesales people need to be able to work well under pressure.
Of course, these skills do not come naturally, you can hone if you want to become an employee good telesales.
Attitude
Whether it's Telesale or any job, you need to have a serious attitude when working.
First, there is a high spirit of learning. Telesales staff Need to cultivate product knowledge and how to work with customers. In any job, people with a spirit of learning will always achieve success.
Next is perseverance. There will be times when you do not meet KPIs, encounter difficult situations or encounter difficult customers. This is collectively known as work pressure. Looks like any job, persistent people always achieve expected results.
Have a relaxed and calm mind when working. In a day, you will come in contact with a lot of customers. Therefore, you need to keep a relaxed and calm spirit to communicate with each customer to avoid unnecessary conflicts.
5 Mistakes that Telesale needs to avoid making
Whether you are a person with many years of experience or just entering the profession, there are still many Telesales who still encounter errors in the process of working. So, if you're looking for a job, Telesale or have passion for this position, you need to avoid the mistake below. CoffeeHR helped everyone Summary of 5 mistakes that a Telesale is prone to make:
The accent is not standard, using too many dialects
In Telesale then voice will be the deciding factor whether customers use your service or not. If you use too many dialects, cause confusion/make the customer not understand the content and there is a high chance that the customer will not close the order with you.
Apply the obvious scenario
While knowing that the script will make it easy for you to capture all the information, your application of the script as a formula, without the flexibility will be frustrating for the customer.
Interrupting the guest's words
Some Telesale when new to the profession and hear bad words of customers about the product and/will hastily interrupted. This is a taboo thing when doing Telesale, so you have to listen to the whole thing before you can express your opinion mine with a gentle attitude.
Too close to customers
Maintaining a positive relationship with your customers will make it easier for you to make sales. But if this relationship becomes too close, there is a high chance that you will be seen by customers as relatives and become friends. hard sell./Difficulty selling new products.
Reacting harshly when receiving a rejection
It can be said that Telesale is one of the jobs that receive a lot of rejections from customers. Therefore, you need to learn to be calm when hearing rejections instead of reacting harshly, which will lead to the possibility of losing potential customers., leaving a bad impression in the eyes of customers as have risk job loss there.
The current salary of Telesale
Salary of telesale same as the salary of a salesman. There will be 2 types of salary: fixed salary and sales salary. Fixed salary is a fixed monthly salary received when a telesales employee completes assigned work. And the sales salary or soft salary is the percentage of the commission that the employee telesale received upon successful closing of the order.
" Do not miss: What is WFH?? Things you didn't know about Work From Home
The salary of telesales staff ranges from 3 to 30 million depending on ability and experience. And the salary spectrum of employees full-time telesale generally from 7 to 8 million a month. However, if you are a good employee, the salary will not be limited. That is the nature of the job as a salesperson.
Through the above article, CoffeeHR hopes to have given you a complete picture of What is telesale? ? Same job and skills required of a telesales employee. If you are passionate about this industry, then boldly pursue it.
Contact now CoffeeHR to receive FREE DEMO Recruitment solution for your Business.
Hotline: (+84) 97 306 0459
Facebook: CoffeeHR – HR Coffee
