Following are some of the aspects that describe the functioning of a telesales executive on a routine basis.
- You must be familiar with the customer service standards and procedures
- You must be aware of the inventory control procedure and the documentation required
- You must be familiar with the merchandise, promotional campaigns, market concentration, availability etc
- Ability to communicate and interact effectively with the customer
- Competent in using computer and perform day to operations on Microsoft Word, Excel, Power Point, browsing the internet, emailing etc.
- Ability to anticipate and resolve staffing problems
- General ability to adapt and acquire knowledge in short period of time
- Adapt to the flexible schedule in case of unavoidable circumstances
- Prioritizing work to meet the targets set for you
It is very important for you to make a to-do list i.e., that is a list of activities that need to be performed and thereby listing according to priorities i.e., listing of what is urgent and needs to performed immediately and which activity can be performed at a later stage. You need to differentiate between what is Urgent and what is Important.
Planning your day to day work makes you feel much more in control and organized thereby increasing your productivity. You get a feeling of satisfaction and fulfillment. It is very essential that you take up more challenging tasks to grow your career. Keep in mind that you need to work smarter and not harder which requires effective planning. A balance needs to be maintained between handling important tasks and urgent tasks that occur during a day.
Customer Orientation
You must follow this by rule that a “Customer is always right”. Some of the points of reference for handling customers and their requirements are stated below.
- You must treat your customer well and show utmost concern to resolve their problems
- Since the only mode of communication is through telephone, you must therefore ensure that you sound pleasant and friendly. A customer does not want to listen to a recorded message or take monotonous calls
- As the customer is spending money, so you must ask the
- Advice the customer if necessary, as a bit of assistance can help them to pick the right product
Having a dialogue and not a presentation
A customer does not want to hear about how great your company is or how wonderful products you are offering. They only want their concerns answered. In today’s time the customers are overflowing with information and they are tired of superficial, hi-tech and glossy presentations.
There must be a two-way dialogue in which both you and the customer explore the customer’s need first and then determine how your product or service may be able to meet those needs.
It is very important to perform customer focused selling, in which case it becomes very important for you as a seller to put yourself in place of the customer from beginning to the end of the sales process. A customer wants to deal with a salesperson who finds a solution to the problem, rather than deal with someone who tries to close the deal prematurely or gives argumentative response to the objections raised.