The goal in telesales is to not just generate more sales. It is also to create a good relationship with possible and existing customers.
Closing sales is considered as one of the primary functions in every organization. This is why every company has their own strategies of promoting and marketing their own products and services. In terms of trying to sell products or services, telesales has always been one of the most effective ways of gaining more profit.
Goals in telesales
Telesales services is the practice of direct selling of products or services through the use of a telephone. It is classified into two types: inbound and outbound calls.
Inbound call is when telesales agents are the ones receiving the calls from existing customers or prospect clients. An outbound call, on the other hand, is when the agents reach out to customers through calls to generate sales.
The goal in telesales is to not just generate more sales. It is also to create a good relationship with possible and existing customers. Telesales agents urge customers to repeat business with their company and remain as loyal patrons. Apart from promoting deals and offers, another goal of telesales is to set up appointments to support field sales agents.
In addition, it is also important to know the difference between telemarketing and telesales. As for telemarketing, it promotes interest to possible leads, provides information, and also procure customer feedback.
Telesales is what turns possible leads into sales, more so, repeat customers of different companies products and services.
Key roles of a telesales agent
Telesales agents or what others refer to as telesales representatives, are the most essential part of this business unit. Agents call to make sure that customers are satisfied enough to make purchases and continue doing business with the company.
Aside from generating more sales, telesales agents have other responsibilities. Here we have a quick overview of their four key roles:
Customer service
Being able to offer a good customer service experience is one of the primary roles of a telesales agent. Part of a good customer service is to be able to provide the correct information of the company, including its products and services and other important information. This is why it is vital for agents to have an extensive knowledge of their organization and what they offer.
Lead generation
Lead generation is performed when agents communicate with customers by phone to inform them about the company and what they offer. It can also be done when agents receive calls from customers. This usually happens when target customers reach out to the company as a result of marketing campaigns and direct marketing.
Process orders
In making transactions, telesales agents are also the ones responsible for processing the customers orders. Usually, when customers make repeat purchases, agents offer additional products or services related to their past purchase behaviour.
Direct sales
Telesales agents can also perform direct marketing functions as they also often work along with telemarketing and overall sales teams. They can make use of different data from previous sales to target existing customers to make repeat transactions.
Telesales agents need to have excellent communication and interpersonal skills since their primary role is to be able to persuade customers without physical contact. In most cases, a lot of organizations hire telesales agents who already have experience in sales. A good telesales agent also knows how to handle rejections without allowing it to affect how they do their jobs.
