Telemarketing

1. Telemarketing How To Be A Successful Home Telemarketer

2. Objectives • At the end of this course, you must be able to: • Understand what telemarketing and home telemarketing is • Know the basics of starting a telemarketing career at home • Know the skills & qualities of an effective telemarketer • Create a good resume and find the right job posting • Write a good telemarketing script

3. Contents • Introduction to telemarketing • What is telemarketing • Types of Telemarketing • Are telemarketers In-Demand? • Responsibilities of a Telemarketer • Home-based telemarketing • What is Home Telemarketing • Advantages of Home Telemarketing • How Much Do Telemarketers Earn • Starting a telemarketing career at home • Setting Up Your Work Room • Purchasing a Good Noise-Cancelling Headset • Skills & Qualities of An Effective Telemarketer • Skills • Qualities • Searching for A Telemarketing Job • Creating Your Resume • Sample Resume • The Right Job Posting • Writing A Good Telemarketing Script • Content of A Good Script

4. What is Telemarketing? Introduction to telemarketing

5. What is Telemarketing? • Telemarketing is the process of initiating sales and possibly closing sales over the telephone. Aside from directly making sales, telemarketing is also done to develop customer relationships and in some cases, deliver customer service.

6. Types of Telemarketing Calls • Outbound • Outbound telemarketing includes the calls placed by the telemarketer to proactively market products or services to existing and target customers. • Inbound • Inbound telemarketing calls are initiated by existing customers themselves or potential customers to inquire or directly place orders.

7. Are Telemarketers In-Demand? • Telemarketers are one of the most in-demand jobs. There are about 85,000 telemarketing jobs to be filled from 2008 to 2018. • The telemarketing industry generates about $500 billion a year. • Companies are focused on strategizing and developing their products and services, leaving little time for them connect with existing and potential customers. A telemarketer fills this missing spot that connects the company to its target customers.

8. Responsibilities of A Telemarketer • Product knowledge • Gathering of information • Sales pitching • Placing of orders • Confirmation of orders placed through other channels • Customer service • Script memorization

9. What is home-based telemarketing? Home-based telemarketing

10. What is Home Telemarketing? • Telemarketing can be done from two different set-ups: at a call center or at your own home • Home Telemarketing is the process of making or receiving calls to or from customers or possible leads using one’s own equipments from one’s own home.

11. What Are the Advantages of Home Telemarketing? • Have a fast PC, high-speed internet, computer skills and you’re all set! • Work hours flexibility • Comfortable working environment • Casual attire • Controlled work load

12. How Much Do Telemarketers Earn? • Salary • Telemarketers earn about $13-$16/hour • Or $25,000-$32,000 annually • Commission • Aside from the hourly rate home telemarketers are making, some employers give a percentage of the sale too.

13. What Do I Need To Get Started? Starting a telemarketing career at home

14. Setting Up Your Work Room • Before submitting applications to telemarketing companies, you need to make sure that you’re all set to take the job. • Having a ready office is a plus point to most employers • Get your equipments ready

15. Quiet Work Room • A telemarketer must be focused on his job alone, so distractions must be eliminated • If possible, set up your work space in a closed room or in an area with minimal traffic • A simple desk where your PC or laptop and writing materials can fit will suffice

16. Reliable PC • An employer may ask for different PC technical requirements but the basics include: • Windows XP, Vista, or 7 • Minimum processor speed of 1 GHZ • Internet Explorer 6.0 or higher • Minimum RAM of 256 MB for XP or 512 MB for Vista • Monitor of at least 15 inches

17. High-Speed Internet Connection • A Dial-Up connection is definitely not recommended • You must have a high-speed DSL connection

18. Noise-Cancelling Headset • A noise-cancelling headset with noise-cancelling microphone will help you provide and experience a good phone conversation to your customers. • Good brands include: • Bose • Plantronics

19. How to Purchase a Good Noise-Cancelling Headset • Choose headsets which are made specifically for Telemarketing. • Read product reviews online or in electronics magazines. Amazon.com always has accurate reviews • Visit a local electronics shop to see the product in person or purchase from a reliable shopping website and seller.

20. What skills and qualities should I possess to become an effective telemarketer? Skills and qualities of an effective telemarketer

21. Skills • Accurate knowledge on the product/s you are selling • Strong multi-tasking skill • Clear voice • Good in building rapport • Well-spoken • Good listening skill • Knows the right questions to ask • Can effectively work independently

22. Qualities • Charismatic • Confident, but humble • Polite • Responsible • Determined • Optimistic • Organized • Patient • Energetic • Result-oriented

23. How do I get hired as a telemarketer? Searching for a telemarketing job

24. Creating Your Resume • Set your objective and state immediately that you are looking for a home-based telemarketing job • Include all contact details you can provide like phone number, mobile number, e-mail address, and even your Skype ID • List your work experiences according to relevance • List down activities and accomplishments that helped you hone sales abilities • Include seminars and trainings you attended which are relevant to the job post • State your technical skills like computer and internet literacy, etc • State your work qualities such as multi-tasking, etc

25. Sample Resume John Williams,1234, West 67 Street,Carlisle, MA 01741,(123)-555 6789. Objective: Professional telemarketer looking for the permanent position in the growth oriented company that permits me to contribute my experience and skills for growth and unlimited income potential. Qualification Summary: • Over 5 years of experience working at call center and near about 2 years of experience with telesales from home. • Strong knowledge of processes and principles for providing personal and customer services. • Strong understanding of methods and principles for showing, selling, and promoting products and services including product demonstration,marketing strategy and tactics, sales control system, and sales techniques. • Education:GMC Warner Robins Junior College, Warner Robins, GA • Associates degree in Marketing - June 2001Associate Degree, Applied Sciences - May, 1997 Work Experience: • XOXO Teleshopping, Georgia Coast, GATelemarketer, June 2003 - Present • Get in touch with private or businesses individuals by telephone to plead for goods or services. • Answer questions from customers. • Fill all the information into the computer. • Obtained information from customers including name, address, and payment type. • Explained products, prices and services to the customers. • Home Telemarketer, Manchester, GAMay 2001 - May 2003Wrote and telephoned letters to answer to follow up initial sales contracts or to correspondence from customers. • Arranged meetings for sales representatives to meet with potential customers. • Maintained records of accounts, contacts, and orders. • Carried out market and client survey to gather information about potential customers. Skills: • Multi-tasking • Strong and clear voice • Result-driven

26. The Right Job Posting • There are numerous ways of finding the right telemarketing job posting • Ask for recommendations from your telemarketing friends • Visit telemarketing or online job forums • Post your resume on job finder websites like Monster.com or Careerbuilder.com • Register at oDesk.com. oDesk is a global job marketplace where you can get hired and be managed by several employers • Read classified ads on your local newspaper • Directly apply to telemarketing companies

27. How do I come up with a good script? Writing a good telemarketing script

28. Content of A Good Script • Some employers give a ready-made script to their telemarketers, while some let you create your own. • Though a telemarketer is expected to speak spontaneously, the script should only contain important things

29. Opening Statement • Your opening statement must include: • Your customer’s name – a person’s name is the sweetest sound in the universe to that person. • Your Name (i.e. the telemarketers’) • The business name and what you do • Why you are calling • A mention of any prior contact you have had or of a referral “Good morning Mary, my name is Kirsten and I’m calling from X Technologies, we are a computer repair business located in your local area of Crows Nest. The reason for my call today Jenny is that a friend of yours, Marcia, recently had us repair her desktop and she kindly passed on your details.”

30. Purpose of Call • This is where you tell your client about what you are calling about. This should include: • Why you are calling • Any social proof you have • Ways to establish yourself as an expert “Mary, we specialize in repairs to home PC’s and we’re known widely in the area for the quality and efficiency of our work – in fact you may have seen us in the local paper only last month when we won the small business award in our category.”

31. Creating a Need • Before offering anything, you must create or identify a need from your client • You have to ask questions relevant to your products and services “Can I ask Mary, how many PCs do you have at home? And how are they working out for you in terms of speed and storage? How have you found your current PC repairer to be?”

32. Presenting your Products/Services to Match Client’s Needs • This is where we use our feature/ benefit/ reason presentation of our product to personalize our product presentation to this clients needs. This part will include: • Relevant information about your product • Relevant feature • Relevant Benefits • Relevant reasons your product suits this client “Mary, we offer a low cost alternative for PC repairs. We are able to do that because we are a word of mouth company who keeps our advertising costs down. Now Mary, you said earlier that your childrens’ computer is very slow and we understand how frustrating that can be when they have homework and assignments to complete. We currently have an offer where we fully service your machine and increase it’s memory. We also give you a free storage card for free! We do all of this for only $149 which saves you over $100, which I’m sure you’d agree is great value for families like yours.”

33. Closing Question • This must include: • assumptive wording • a sense of urgency • must be a closed question. “Mary this offer is only valid for another 10 days and if you take advantage of it now, I will also give you a 30 day free wireless internet trial. I can fit you in for that on Thursday or Saturday. Which is a better day for you to bring that in?”

34. Lock In • This must include • Confirmation of any further meetings • The logical reasons why they said yes “So, I will just confirm I have you booked in for 9am Saturday and it will be ready to pick up by 5pm that same day. Mary, your children will be so pleased that they can get so much more done on their desktop. We look forward to doing that for you.”

35. Acknowledgement “Thank you for your time today Jenny and we really do appreciate you choosing us.”

36. Start your Telemarketing career now!