What are the duties of a telesales representative?

Written by chris joseph
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What are the duties of a telesales representative?
Telesales representatives use the telephone to generate revenue. (Comstock Images/Stockbyte/Getty Images)

Telesales representatives, also referred to as telemarketers, use the telephone in an effort to make sales or solicit donations. They typically work in a group setting in an office or call centre. Training typically takes place in a classroom setting and on the job. The average annual salary for telesales representatives as of 2010 was £15,288.

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Soliciting new business

Telesales representatives call prospects to make a sales pitch or presentation. Depending of the nature of the business, they will call either individuals or businesses. Some telesales representatives work for charitable or non-profit organisations to solicit donations. Telesales representatives often use a prepared script to guide a prospect through the presentation.

Contacting customers

Telesales representatives may also work with existing customers in a sales or customer service role. They may call customers periodically to solicit orders or inform them of promotional events. They may also field incoming calls from customers who wish to place orders or need assistance with a problem, such as receiving defective merchandise.

Setting appointments

Some telesales representatives set appointments for salespeople who work in the field. This often occurs in businesses that utilise in-home sales presentations for products such as vacuum cleaners or life insurance. The representatives may also call the prospects close to the scheduled appointment time for confirmation purposes.

Taking orders

Some telesales representatives field only incoming calls for the purpose of taking orders. For example, a company that sells merchandise through a catalogue may employ a staff of telesales representatives to answer questions about the merchandise and to help customers place orders. They process the transaction by inputting the information to a computer and arranging for shipping.

Administrative duties

Telesales representatives may be required to keep records of their activities, such as the number of calls they make and the number of sales. This helps telesales managers to determine the representative's closing ratio and to pinpoint areas where improvements may be needed. They also may need to manage call lists by deleting invalid phone numbers or numbers of prospects who don't wish to be contacted in the future.

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