Telesales representatives work as part of a sales team. They contact customers directly by telephone to make sales or support field sales representatives by setting appointments or qualifying prospects. An effective telesales representative builds repeat sales through strong customer relationships by focusing on customers’ wants and needs, rather than using high-pressure sales techniques.
Lead generation is an important activity that influences the success of both the telesales team and the field sales team. Telesales representatives contact prospects who have responded to an advertising or direct marketing campaigns. The reps ask the prospects qualifying questions about their interest in a product to determine how likely they are to buy. They pass the qualified leads to field sales representatives or to other members of the telesales team to follow up. This increases the numbers of quality sales leads and enables sales representatives to focus on selling.
Telesales representatives contact existing customers and new prospects to attempt to sell products or services. They use a database to identify customers who have bought a product in the past or prospects whose profiles indicate that they are likely to buy. The reps may use a script to ask their contacts qualifying questions and to present the features and benefits of the product. They also use a script that provides answers to common objections that contacts might raise. Using a telesales team to sell directly to customers can increase sales and reduce the cost of sales, compared with the equivalent cost of a field sales team.
Sales managers may also use their telesales team to handle repeat orders of low-value products from existing customers. This can reduce the time a field sales team spends on repeat business, giving them more time to concentrate on developing new business. Telesales representatives can offer customers additional products or services when they call to place orders. They use scripts that include prompts on relevant products or services. Cross-selling increases sales and profits, in addition to improving the productivity of telesales representatives.
Telesales representatives carry out important customer service duties. They call customers to check their details and update contact records. They also let customers know about new products or promotions that are relevant to their needs or preferences. If customers have queries about delivery or product quality, telesales deal with the inquiries. They may also contact customers after a sale to check that they are satisfied with their purchase. Customer service calls help to improve customer relationships and increase customer retention.