Most salespeople spend half their working lives on the phone. This comprehensive guide helps them maximize that time for two key results--dramatically higher sales and stronger customer relationships--regardless of the product or service being sold. Linda Richardson, a pioneer in consultative selling, demonstrates how to use the phone to establish rapport; determine customer needs; get appointments; close sales; and much more. Includes worksheets to help readers test their skills and hone their teleselling techniques for all types of clients and sales situations.

"Getting the Most out of Every Phone You Own" is the first chapter of this book -- but it's more than just an optimistic beginning. The Complete Guide to Telemarketing Management describes how to make maximum productivity an attainable and realistic objective. This all-inclusive sourcebook covers every aspect of running a call center from start-up through day-to-day execution. The author explores all the vital issues a manager confronts, and shows you how to:
-Make the most of telemarketing's unique advantages and requirements.
-Target and develop "ideal" prospects.
-Script every stage of a call, develop a script, and answer objections.
-Fully utilize your human resources through effective hiring, training, compensation, and positive feedback.
-Design and maintain a profitable call center.
-Avoid ethical and legal problems connected with fundraising, calling hours, monitoring employees, and unsolicited calls.

Filled with dozens of sample scripts, forms, training formats, charts,and case studies, this complete telemarketing call center tool kit will help you mobilize your operations - and maximize your profits - in every way.

Provides an integrated and comprehensive account of the human resource management of teleworkers. Offers an in-depth discussion and practical advice on all the major issues confronted by managers wishing to develop effective teleworking programs. Softcover.

Description:
Edited by three teleworkers with extensive experience as researchers and consultants Managing Telework provides an integrated and comprehensive account of the human resource management of teleworkers. It is a book for human resource managers and management consultants who manage and develop teleworking schemes, and will also appeal to researchers, students and teleworkers who need an understanding of the latest management thinking on telework.

Opportunities in Series * MOST COMPREHENSIVE SERIES. With over 150 titles, students can explore virtually any job opportunity to their heart's content. * FULL CAREER DESCRIPTION. Tells students what each profession is all about and the various job opportunities available. * OVERVIEW OF THE JOB MARKET. Provides information on educational requirements, salary opportunities, career advancement, and the employment outlook. * ADDITIONAL REFERENCES. Bridge readers to other resources on employment opportunities in the professional field.

The most successful companies always have separate telesales and customer service departments. But, now there is something new that the cutting edge companies are doing that is increasing sales at a LESSER cost of acquiring those sales.

It's a third method of using the phone for customer contact and sales: Proactive Customer Service.

So, what IS Proactive Customer Service?

It is not purely customer service, nor is it hard core outbound selling.

It is NOT simply cross-selling or upselling on the inbound call.

It is not taking your reactive customer service reps and having them place calls in their spare time (which, we all know means they mysteriously have less and less spare time).

It is NOT having your highly compensated and skilled outbound sales reps follow up on inbound price requests or call customers and say,

"How's it going?"

"Do you need anything this week?"

"How are your supplies doing?"

"Wanted to make sure everything is OK."

"Can I quote on anything?"

"Any projects coming up?"

"Can I help you in any way?"

In a nutshell, the concept is quite simple:

Calling your regular customers on a regular basis.

That, in and of itself is not necessarily new. But doing it in a planned, organized way, with the right people, managed and compensated in the right way, within a properly-designed departmental infrastructure, is a new concept.

Proactive Customer Service is an entirely new position or department within the organizational chart. It is method of selling over the phone that lies between proactive outbound selling and reactive customer service. It generates more sales, from existing customers, but at a lesser cost to the organization than proactive outbound selling.

By using Proactive Customer Service you have regular contact with customers, which means you maintain, build, and grow better relationships with them, while protecting them from the competition.

And you can learn, step-by-step, how you can implement Proactive Customer Service, the right way, from telesales management expert Lee Van Vechten, who has tested and refined the process. He shares all of the secrets with you in "The Successful Manger's Guide to Selling Through Proactive Customer Service--How to Reduce Inside Sales Costs and Keep Customers Buying Forever."

MORE BENEFITS OF PROACTIVE CUSTOMER SERVICE

By using Proactive Customer Service you can, Manage and grow accounts that previously received little or no contact.

Take advantage of opportunities to cross sell and upsell so as to maximize revenue from accounts, while providing the ultimate in customer satisfaction

Minimize customer attrition do to lack of attention. You build customer loyalty since they are being contacted more often by 'their' representative.

Your customers have ONE point of regular contact, meaning greater satisfaction, and greater likelihood of buying from you regularly

Bottom line--this says it all--you can extend the lifetime value of your customers, while LOWERING overall sales costs. More sales for less money means more profits.

WHO CAN BENEFIT FROM PROACTIVE CUSTOMER SERVICE?

How do you know if doing Proactive Customer Service is for you? See if you can identify with any of the following:

Companies that now pay too much in compensation for simple tasks such as following up on inquiries, taking orders from customers--orders that the customers would have placed anyway!

Companies that each year increasingly lose customers and sales volume due to lack of customer contact (or worse: who don't KNOW why they're losing customers and sales)

Companies that have tried proactive telesales, but didn't have or couldn't find the personnel necessary to handle that role, but yet still desire to proactively contact their customers

Companies that generate sales through direct marketing (mail, catalog, internet) but do not contact the customers personally afterward in order to get repeat a...

Cold Calling is a powerful, inexpensive and easy way to develop new contacts and expand resources. In today's market, generating new business requires planning and skill. For over 10 years, Wendy Weiss has been a marketing consultant specializing in cold calling and appointment setting. In the book - based on real-life, hands-on-cold-calling experience - you will discover how to:

-->Develop a can't miss marketing plan for cold calling (chapters 3,4,5)

-->Identify hot leads so you don't waste your precious time (chapter 4)

-->Warm up to project confidence and authority for successful cold calling (chapters 2,3 and 14)

-->Eliminate telephone terror and call reluctance (chapter 8)

-->Create appointment-setting scripts that make your prospects want to see you (chapter 6)

-->Breeze past the screens and gatekeepers (chapter 10)

-->Easily handle the voice-mail barrier and reach your prospects (chapter 13)

-->Convert any and all objections into profitable sales (chapter 12)

-->Double the number of face-to-face appointments you set (chapter 6)

-->Have fun (yes, fun!) with cold calling (chapter 18)

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