Telesales assistants can work for public or private institutions and are usually responsible for marketing new products and making sales to customers via inbound or outbound calls. The working life of a telesales worker is often frenetic and covers a range of duties.
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Sales and Revenue
Most telesales assistants are responsible for making calls to potential customers in an attempt to sell them a product or service. This is often referred to as "cold calling" and assistants are normally encouraged to work from a manufactured script to give them a significant chance of making a sale. As indicated on the Sample Job Descriptions website, telesales agents should be excellent communicators and show understanding and patience when dealing with customers. Telesales workers are also employed by charitable organisations, where they are responsible for calling members of the public to encourage them to donate money for a particular cause. Telesales assistants usually have sales targets set by their manager and are often paid on a commission basis, receiving either a percentage of the value of the sale achieved or a fixed fee for each successful call.
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Telesales assistants may also work in a customer service role, where they will field calls from existing customers who wish to be updated on an existing order or make a query as to the nature of the service or product on sale. Telesales assistants may have to make appointments with customers if they require a service carried out in their home or re-route calls to other departments if they cannot be of assistance to the customer themselves. As stated on JobBank USA, telesales assistants are expected to continually promote existing products and services to inbound customers in the hope of securing further sales.
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Telesales assistants are usually required to keep accurate records of any sales made or customer queries received. Such records are required so that telesales managers can keep detailed figures on performance levels and identify areas for improvement. Telesales workers will also need to keep accurate notes of any important customer requests, such as deleting customer details if they no longer wish to be contacted or scheduling in future call-backs to discuss a potential sale.
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Training and Time-Keeping
Telesales assistants need to be patient and capable of working within a team as training is typically performed on a one-to-one basis, whereby a new employee sits with an existing worker, listening in on calls and learning how to do the job through observation. As stated on the Top Language Jobs website, telesales assistants are also expected to be excellent time-keepers as work is often conducted via evening and morning shift patterns. Being late for your shift start time or taking a long lunch puts extra pressure on your colleagues and is unlikely to be tolerated.