TELEMARKETER

Job Definition:

Job Description:

• Solicit orders for goods or services over the telephone.

Duties and Tasks:

• 1) Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation.
• 2) Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes.
• 3) Explain products or services and prices, and answer questions from customers.
• 4) Obtain customer information such as name, address, and payment method, and enter orders into computers.
• 5) Record names, addresses, purchases, and reactions of prospects contacted.
• 6) Adjust sales scripts to better target the needs and interests of specific individuals.
• 7) Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
• 8) Answer telephone calls from potential customers who have been solicited through advertisements.
• 9) Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
• 10) Maintain records of contacts, accounts, and orders.
• 11) Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.

Activities:

• 1) Selling or Influencing Others — Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
• 2) Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• 3) Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• 4) Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
• 5) Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
• 6) Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
• 7) Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• 8) Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• 9) Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• 10) Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• 11) Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.

Abilities:

• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Knowledge:

• Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.