Question: What’s the best way to determine if a candidate can handle a telesales position?
Answer: Conduct a telephone interview.
A short, targeted initial telephone screening will provide you with insights into the tele talents of the candidate.
Teletip: Break the interview into two segments: a short, introductory segment and a second, more involved series of interview questions. This enables you and your managers to end an interview gracefully if the candidate is not a fit and/or does not project a professional teleselling image.
Posted on June 22, 2007
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Stay on top of your Customer’s experience: Conduct a quick Customer Service Tele Checkup
(1) Do you know what your customers and prospects hear when they call your company?
(2) Are your Customer Service representatives and/or the person answering your main number courteous, knowledgeable, and professional?
(3) Are you sure your customers and prospects are getting the best service and the right information each and every time they call your company?
If the answer to any of these questions is ‘No’ or ‘I don’t know’, consider implementing a regular tele checkup program. Every week, make a few calls to your company’s main number and to your Customer Service line. Make the calls on different days, at different times of the day. And come to the calls prepared with specific questions. This exercise will provide with the answers to questions (1), (2). & (3) and more.
Teletip: If you have a distinctive voice, it would be worth the investment to hire a ‘secret shopper’ to do these calls on your behalf.
Posted on June 13, 2007
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Be Specific About the Contribution Telesales Can Make in Your Sales Plan
Doing business by phone requires thought and planning. Begin by developing a separate and specific Telesales Plan.
Too often companies develop their Field Sales plan then add the Telesales component at the end or as a supplement. To create a successful Telesales function, the first step is to develop a specific plan, independent of Field and Partner/Affiliate Sales. What contribution do you want the Telephone Sales team to make? Lead Generation? Direct Selling? Database Management? Account Management/Support? Examine your markets, your products, your prospects, your customers, and your partners & affiliates.
Telesales can play a variety of roles, large to small, in the successful execution of a sales plan. Begin by developing a plan that specifically identifies how your company will leverage teleselling. Once the plan is developed, merge it into your company’s sales plan in order to develop a strategy that matches the right resources to the sales objective.
Posted on June 6, 2007
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