What is Telesales? [Technical & Soft Skills Guide]
Have you ever thought about being a telesales representative? If so, we have made a clear and detailed explanation of all you need to know about being a telesales representative. Starting from the basic concept of what is telesales to the various skills needed to excel as a professional telesales representative.
What is Telesales?
The main objective of telesales is to establish relationships and trust with customers in order to make more sales in the future. For telesales to be successful, a representative must perform a variety of tasks, including calling customers, promoting deals, scheduling appointments, and assisting field sales personnel.
Essentially, it is the duty of a telesales representative to reach out to existing and prospective customers through the use of the telephone to generate sales and make conversions. Enhance your business communication skills to succeed as a telesales representative.
In addition, telesales are of two types:
- Inbound Telesales: The job of the inbound representative is to take calls from potential and existing customers.
- Outbound Telesales: The job of the outbound representative is to generate leads to make sales.
As a telesales representative, it is crucial to possess certain skills to succeed as a telesales representative. Check out these telecalling jobs in Bangalore.
Roles & Responsibilities of a Telesales Professional
1. Lead Generation
Professional telesales representatives follow and generate leads for sales. It is the responsibility of the telesales representative to call clients on the phone and upsell the company’s products and services. Further, they receive calls from customers regarding different queries, which could be for inquiries, purchases, or complaints about the company’s sales.
Sales representatives don’t give responses based on their discretion, they have a predefined script that they follow to guide their responses while talking to clients. This predefined script not only enhances the quality of their responses, it also influences their speed for faster lead generation and conversion.
2. Generate Brand Awareness
Telesales agents/representatives create brand and product awareness. They also work with telemarketers. A telesales representative utilizes data from past sales to contact previous clients to regenerate sales by asking directive questions (i.e. questions that are product-inclined) to ascertain the willingness of a customer to repurchase a product.
3. Meet Sales Quotas
Besides making direct sales, it is the duty of a sales representative to meet the quotas of sales. They do this by receiving and processing orders and requests of clients through the repetition of sales to past and existing customers.
Further, they make sales by developing and implementing new techniques observed from previous sales. This is done by using a predefined script and observing past customers’ behaviors to provide additional services to new clients, which essentially increases sales and profit.
4. Voice of the Company
Telesales agents must have comprehensive knowledge of the company’s products or services, promotions, and other pertinent details in order to provide customers with accurate information. Furthermore, all information needs to be up-to-date on the organization’s service so that they can inform clients about new offers based on what best suits their preferences and requirements.
Providing excellent customer service is also a key role of telesales agents. After customers have purchased from the company, they are contacted to ensure satisfaction with their product or service in order to encourage continued purchases.
5. Conflict Resolution
Because various consumers will be calling in continuously, having strong dispute-resolution skills is essential for success as a sales representative. To satisfy customers and uphold the company’s reputation, it is crucial to understand how to resolve issues quickly.
6. Update Reports
An effective telesales agent should know how to create and maintain reports on their activities, such as the number of calls placed, leads generated, customers contacted and sales made. These records can then be utilized to assess performance measures in order to drive increased revenues for the organization.
Technical Skills Required to Work in Telesales
As a telesales agent, there are certain technical skills you ought to possess to enhance your productivity, we have listed them below:
1. Ability to Use Multiple System
A telesales representative must have experience managing multiple accounts concurrently with other departments, such as IT support, to guarantee effective communication between all teams involved (including e-commerce partners). These tasks help maintain momentum when marketing to potential customers who receive a prompt response based on current payment status, thereby increasing the likelihood of successfully closing deals quickly and without needless delays.
2. Ability to Control Company Data Base
The ability to control a company’s database is essential for ensuring the accuracy and security of data that many departments may use. As such, telesales representatives should possess the technical skills required in order to utilize this tool well. Specifically, they need to understand how databases are structured and what can be done with them. They must also know how queries work so they can access or update information quickly when needed.
3. Fix Customer’s Cables and Internet With CSG System
Telesales executives often have to troubleshoot cable and internet problems. A telesales representative must be knowledgeable about the CSG system in order to accurately diagnose issues, understand customer needs, and provide solutions that quickly get customers back online. The steps required for fixing cables with the CSG System begin by having a representative establish communication between your device and their server endpoints either directly through an ethernet cord or wirelessly over Wi-Fi networks.
4. Ability to Process Payment through CSG and ICOMS
The ability to process payment through CSG and ICOMS is an invaluable skill for telesales representatives. This allows them to accurately bill customers in a timely manner, which can greatly improve overall customer satisfaction and loyalty. It also streamlines the financial administration required by the company’s accounting department so that it does not become unnecessarily burdened with the manual processing of payments from clients.
Soft Skills Required to Work in Telesales
If you are looking to apply for a telesales job vacancy, you should know that aside from possessing technical skills you telesales agent must also possess the following soft skills:
1. Good Communication
Communicating is a major aspect of telesales, to succeed as a telesales representative, possessing good communication skills is a must. A professional telesales agent should be able to understand and discern the tone of clients from calls and adjust accordingly. However, in order to fully comprehend clients and translate their inquiries into simpler terms, active listening is essential.
2. Be a Great Salesperson
Telecaling jobs require agents to possess a wide range of expertise when it comes to sales. Finding and identifying prospective clients is essential for achieving success in this role. Employers should look for individuals who comprehend how to meet quotas over phone calls and set up appointments with potential leads.
Furthermore, strong negotiation skills are also necessary so that issues such as customer complaints can be addressed professionally, which could ultimately help convince them to make favorable purchases. All in all, telesales representatives need an array of knowledge related to sales in order to achieve their goals successfully.
3. Emotional Intelligence
Establishing a connection with the customer without ever meeting them face-to-face can be difficult, but being able to use empathy, patience, and persuasion helps make it possible. Thus, having high emotional intelligence allows for better active listening as well as developing connections.
4. Fast Learner
As a sales agent, you have to be a fast learner so as to have comprehensive knowledge and understanding of the products and services an organization provides. This won’t only enable you to answer the queries and inquiries of clients, but will also give you the confidence to upsell and persuade clients to purchase from the company.
Conclusion
Telesales is important in every marketing organization. The first step to becoming a telesales representative is understanding what telesales is. Furthermore, to stand out in the role of a representative you will need to build and develop your skills continuously because of the constant change in market trends and the needs of customers.
