Titlebook: Better Business by Phone; A Guide to Effective Valerie O’Dea Textbook 1998Latest edition Macmillan Publishers Limited 1998 business.busines

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o significantly improve company performance through the effeTelebusiness is not yet a commonplace word but as explored in the book, it does encompass the combined activities now being performed by a minority of businesses who have succeeded in making the telephone an integral and profitable part of

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Reactive or Proactive?ng. Inbound and outbound calls can, however be of any nature ranging from cash collection to customer satisfaction surveys. Organisations with high volume ‘traffic’ often set up dedicated call centres with associated computer support, larger and well-known examples of these being banks, building societies and credit card companies.

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Telesalesting in a manner which people find acceptable, so that they decide to buy. Consider the word ‘presenting’ — it applies to the company and the product but primarily to the salesperson. One thing for certain is that people buy people before they buy products or services.

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https://doi.org/10.1007/978-3-030-67148-8market-segmented methods. A set of structured, scripted questions asked of an existing customer at the end of an order-taking call, to introduce a new product or entice purchase of an associated or additional line, can be very successful.

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Textbook 1998Latest edition businesses who have succeeded in making the telephone an integral and profitable part of business strategy and operation..More often, telesales is a ‘bolt-on‘ activity to the sales department.Telemarketing is an add on task for the marketing or research department.Telemanagement is a responsibility

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Textbook 1998Latest editiononly by those implementing or running dedicated ‘call centres‘.Combining these is a marriage normally contracted out to bureau‘s..This book explains how to perform and achieve this combination in simple and practical terms.

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https://doi.org/10.1007/978-3-030-67148-8ents producing small amounts of revenue. It should also follow that the large accounts bring in most of the profit although that is not always the case. Poor account management means that vast discounts, premium service and customer-led negotiations often erode profit margins.