What is telesales?

Personal Development

By Kay Fitzgerald
Published January 02. 2021

Have you ever wondered is there a secret behind a successful telesales process?

put simply, Telesales is a tool for business-to-business and business-to-consumer sales.

advantages of this approach to sales:

- cost-effective 
- fast
- controlled

Disadvantages of this approach to sales:

- Poor Image
- few visual cues

Eight KEY FACTORS

FACTOR 7

FACTOR 8

FACTOR 6

FACTOR 3

The Selling Equation

FACTOR 2

Managing First Impressions

FACTOR 5

What can block telesales?

FACTOR 1

 Attitude

Using Your Voice

Managing The Call

The Telesales Process

Telephone Techniques

FACTOR 4

01

Professional telesales can be blocked by:

- Lack of management commitment
- It looks easy
- Insufficient marketing support
- Unrealistic expectations
- Staffing mistakes
- Insufficient investment
- Inadequate measurement and analysis 

What can block effective telesales?

02

The basic equation of selling is:

Activity x Skill x Attitude  =  Results

the selling equation

Heading 2

02

This formula applies to telesales: 

Activity = number of calls handled
Skill = ability to convert calls to sales
Attitude = professional and enthusiastic approach 
Results = sales
 

the selling equation

Heading 2

03

The telesales process involves the following components:

Information

Service

People

Product

Communication

The telesales process

03

The end result of a successful telesales process is the generation of a customer focused solution 

THE TELESALES PROCESS

04

How you can create a bad impression:

– Don’t answer at all 
– Don’t identify yourself or the organization
– Don’t seem interested in the customer
– Don’t listen to the customer 
– Not inspire confidence
– Leave the customer on hold
– Cut the customer off
- Being rude or condescending

Telephone techniques

The call starts with a verbal handshake where the customer is greeted 

managing first impressions

05

The customer expects to be treated in a way that is:

- Professional
- Courteous
- Personal

managing first impressions

05

The first impression usually has an impact on whether or not the call will generate a sale

managing first impressions

05

06

Once the call has been successfully opened, the rest of the call needs to be managed by asking the right questions.

Managing
the call

06

This is achieved by:

- actively listening to the other person
- giving necessary explanations
- resolving any complaints or problems
- being assertive should the need arise 

Managing the call

06

This means that the sales person must control the process by taking an active part in it.

Managing the call

07

Once the call has been successfully opened, the rest of the call needs to be managed by:

- Asking the right questions
- Actively listening to the other person
- Giving necessary explanations
- Resolving any complaints or problems
- Being assertive should the need arise 

Using your Voice

07

The sales person must control the process by taking an active part in it.

Using Your Voice

08

Presenting a positive attitude requires:

- Setting goals and work towards them 
- Follow the Golden rule
- Treat people like people 
- Don’t let others’ bad attitude affect you
- Take action - don’t put things on hold
- Avoid making excuses 

Attitude

Always remember these Eight factors and you will ensure greater success in this area.

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