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.

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.

Make the right first impression, create an introductory telephone script.

Ever get stuck for the right words when a prospective client answers the phone?  Or stumble over your words when you get a gatekeeper or the inevitable voicemail?

One way to ensure a smooth conversation is to spend 5 minutes before the call writing down what you want to say.

Be sure to create three versions:  one for the prospective client, one that appeals to the gatekeeper/assistant, and one that works for voicemail.  Set them up as a template and customize it slightly for each new prospect.

Scripting delivers a professional message every time.

Use your cellphone to send emails while you are stuck in traffic.

Try Spin Vox (http://www.spinvox.com).  Using your cell phone, you can ‘dial in’ a message that is converted to an email.  When you return to your office or boot up your email, the message will be waiting.  Simply proof, make any minor modifications needed, address it, and send it on its way.

SpinVox is currently offering free service for anyone who signs up now for its beta software (click on the ‘Get SpinVox Free’ button).

Project the best image when you make a phone call

Mirror, mirror on the wall (or telephone, computer, desk)

Face a mirror when you make telephone calls to your clients and prospective clients. 

You will naturally adjust yourself to project a positive impression when you see yourself reflected in a mirror.