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Telemarketing

Transcript: Telemarketing Cecily Gray and Holly DeHart What is it? Most telemarketing calls are "cold calls," meaning the recipient of the call has not requested that the telemarketer contact them. One of the most controversial types of marketing. Marketing conducted over the telephone. History 1950’s- DialAmerica Marketing, Inc. the first company to use inbound and outbound sales and services. 1976- The company spun off and was bought by Time, Inc. magazine 1985- 81 million Americans were buying goods from telemarketing sales pitches. In the current day, a telemarketer is trained for 1-2 days before making their first call. Even faster and cheaper, but probably less effective, are automatic dialing machines with a pre-recorded sales message. Telemarketing programs can either be handled in-house by a company or farmed out to service bureaus. Operations can range from extremely small to major corporations or service centers that have more than 1,000 telephone stations. How it Works Lead Generation, the gathering of information. Sales, using persuasion to sell a product or service. Outbound, proactive marketing in which prospective and preexisting customers are contacted directly. Inbound, reactive reception of incoming orders and requests for information. Demand is generally created by advertising, publicity, or the efforts of outside salespeople. Rules and Regulations TCPA (Telephone Consumer Protection Act) restricts the making of telemarketing calls and the use of automatic telephone dialing systems and artificial or prerecorded voice messages. National DO NOT CALL Registry covers all telemarketers and is administered by the FTC. To reduce the number of “hang-up” and “dead air” calls consumers experience, The Do-Not-Call registry does not prevent all unwanted calls. It does not cover the following: calls from organizations with which you have established a business relationship; calls for which you have given prior written permission; calls which are not commercial or do not include unsolicited advertisements; calls by or on behalf of tax-exempt non-profit organizations https://www.donotcall.gov/ Sources http://transition.fcc.gov/cgb/policy/TCPA-Rules.pdf http://www.referenceforbusiness.com/encyclopedia/Str-The/Telemarketing.html http://www.donotcall.gov/ http://transition.fcc.gov/cgb/policy/telemarketing.html

Telemarketing

Transcript: Contractor = Reseller Call-list and ongoing report Step 3 -> Appoint TM-staff, Confirm Definitive Planning -> Draw the CALL-LIST based upon Call Out List -> For INFOREQUEST: check the availability of document + email-txt -> For VISIT: check the availability + email-txt -> Coordinating Preparatory Meeting between PM and TM-s -> Assisting in Preparatory Call Check List (+/- script) Planning the TM-action How? Resellers to Endusers Vendors to Endusers Vendors to Resellers Defining the parameters of the TM-action Call-list and ongoing report Telemarketing -> Call backs previous week (not in PT) -> ProjectTool: - VISIT in PT - INFOREQUEST in PT Recurrent -> Until PROJECT ends = Lost = Proposal by AM -> PROJECT owner changes from TM-s to AM Call-list and ongoing report 1.250,- € Call-Name = Reseller Step 5 Call-name = Vendor Call-name = Reseller (assigned by Vendor/TXS) Step 4 We always call in the name of the contractor (i.e. vendor or reseller). Info Request Step 1 Follow up of TM-action: only PT survives -> TM-s /day: 80 x calls 2 x AFSPRAAK 5 x INFOAANVRAAG -> TM-s updates live: CALL-LIST with predefined codes VISIT-FORM + PROJECT in PT (op naam van TM-s) INFOREQUEST form + PROJECT in PT (idem) -> TM-c daily to PM C V I -> TM-s wkly to TM-c C V I + EVALUATION form -> TM-c wkly to PM C V I + EVALUATION form TechAccess to Resellers Not our goal One of those famous services from TechAccess! -> Who is Contractor – Who is Call-Name - Who is Project Mgr -> What is Target Group, Product and the USP’s of Product in Target Group -> Call Out List: delivered by Contractor or TXS (price ?) -> For INFOREQUEST: document, printed or email, by Contractor -> For VISIT: who and dates of availability -> Payment Conditions and PrePlanning Identifying leads that are relevant for the contractor with close follow up, until a detailed proposal is made. Contractor = Vendor TM-activities (desiderata) Visit Form Step 2 Our goal Goal TechAccess to Endusers Next Project .... Call +32 3 457 96 00 or info@techaccess.be Follow up of TM-action: only PT survives

Telemarketing

Transcript: MALWARE HOW TO GET IT? HOW TO GET RID OF IT? FRAUD HOW TO AVOID IT? HOW TO AVOID IT? cell phone users are tricked into downloading "trojan horses" or viruses onto their phones. Malware that restricts computer access until ransom is paid don't buy from unfamiliar companies obtain salesperson's information never send money or personal information installing or downloading programs from untrustworthy sources WHAT IS IT? HOW TO AVOID IT attempt made through an email to steal your personal information scamming conducted over the phone HOW TO GET RID OF IT? emails from fake companies that look legitimate WHAT IS IT? download anti virus and anti malware program and run monthly scans think before you click on ads and downloads WHAT IS IT? WHAT IS IT? SMISHING HOW TO GET IT? sign up for National Do Not Call Registry RANSOMWARE Encrypted file names on hard drive Fake ads on sites -clicking untrustworthy links -downloading suspicious apps Install security software Make sure all software is up to date don't reply to fake emails don't download from unknown sites never email personal information HOW TO AVOID IT? HOW TO AVOID IT Enter safe mode and run a virus scanner System Restore and select Repair Computer Run a virus scanner from a USB drive Factory restore HOW TO GET IT? HOW TO GET RID OF IT PHISHING HOW DO YOU GET IT? TELEMARKETING a software made to damage or disable computers -don't click on links sent from unknown people -don't reply to messages asking for personal information disconnect your computer from the internet unless you're running security scans delete all temporary files run a scan with malware bytes that targets the malware run an anti-virus software HOW TO GET RID OF IT? -blocking foreign numbers -exiting out of suspicious activity HOW DO YOU GET IT? giving personal or financial information to unknown callers WHAT IS IT? HOW TO GET RID OF IT

Telemarketing

Transcript: Why do people do this? Telemarketing as a whole Is a long process of hard work, will power, and courage. All this for only 5 seconds of talk time on a call Get Promotions KMS Why do they do it? They come from all walks of life At Empereon we sale TV HSI and Home phone services Yeah people still use home phone can you belive that? awesome Everyday People Empereon Marketing PM Manager Who on earth chooses this as a job? CSG We look for strong people who wont give up. Courtney Connaly Telemarketing/telemarketers Sales Work Experience training How can these people even go to sleep at night? We hire alot of people. Even those in need of a second chance. That being said not everyone gets past the interview. What do they do? Yes they are as normal as you. Make Money It takes guts Did I mention the money? Who are these telemarketers?

TELEMARKETING

Transcript: Connecting People Call Centers & Telemarketing The 3 BIG Questions Faster Interactive Flexibility Collect Information Costumer Service Additional Sales Opportunity Complement or substitute for efficient sales call . When did Telemarketing began? Objectives of the class Examples of companies using Telemarketing 1. Why We Need to Close? 2. How to Close a Call? 3. When to Close a Call? Closing sales: Telesales NEEDS TO IMPROVE Telemarketing ADVANTAGES Learn about the concept of Telemarketing. Describe the characteristics, advantages and disadvantages of Telemarketing. Analyze what is a sales closure and how is done. What is Telemarketing? Telemarketing is a form of direct marketing in which an adviser uses the telephone or any other tools of communication to contact potential customers and market products and services. Precisely on the basis of call centers, we can determine that companies develop four types of telemarketing : Telesales Telecoverage Teleprospection Customer service Lets make a quick REVIEW about everything we have just learned! The origins of telemarketing began in 1881, the year a german baker named Kranler, offered its customers sweets made by him via telephone, getting double sales. But it didn't began to develop commercially until 1962. In contrast, the main drawback of telemarketing lies in the cost per contact, which is higher than other direct marketing media, such as the mailing and advertising in mass media. According to experts, the good telesales is characterized as acceptable (give customers what they really need) and persuasive (to be able to convince the customer) .

Telemarketing

Transcript: Segmenting the calling group: (1) According to age, location, buying habits (2) Customers who abandoned their cart (3) Customers who canceled their order (4) Their wishlist (5) New Arrivals updates The Script YES Other ideas Hi, I'm __ calling from FV. Is Mrs/Ms __ there? Date of commencement : End of June No. of telemarketer : 2 + 1 Goals: -To provide an exceptional customer experience -To convert window shoppers to purchasers! -To collect customers data and understanding their needs NO We've noticed that you have an abandoned cart. Did you encounter any problems when checking out? THANKS SO MUCH FOR YOUR TIME & THANKS FOR SHOPPING WITH FASHIONVALET! YES Loyalty card like starbucks. the card needs to be stamped after a certain number to get their reward. But, to benefit them more, along the way, they'll be a smaller offer/promos. Pocket tissue advertising - it'll go straight to consumer's hands, besides, everyone needs a tissue! The "Strategy" Charity buka puasa with the less fortunate + Neelofa/other celebs NO May differ for each goal Example: Abandoned cart Parcel tracker app-like domino’s GPS tracker You are entitled to a __% off if you reorder your purchase by the end of today. There will be a weekly evaluation or progress meeting – to check on targets and identify if there’s any changes. TELEMARKETING Oh, I'm sorry! When would be a more convenient time to call? KPI OVERVIEW YES Do you have a few minutes to ask/to update you about FV? I'll be more than happy to help you out! Give greeting cards and include promotion/discounts/raya envelopes. Since we have a new super HD camera, maybe we can create videos. Giving away tips/ how to videos? Target Group Template Selling to customers: - easier as you don't need to convince them of FV's expertise and reputation. - give special offers for new and valuable customers so that they'll become active buyers. - reconnect and reactivate dormant customers - be personable so that they'll feel special and appreciated. Example: Listen to their tone and try to change their mood to one that is positive and easy to work with. Use reward points instead of cash for competitions

Telemarketing

Transcript: Real life stories To get their "customer" to say yes, telemarketers often rush their pitch and use phrases such as: "You've been specially selected." "You've won big money in a foreign lottery." -"You trust me right? "You have to make up your mind right now." By Adam, Katie & Jordan You are legally entitled to $500 Do not pay for any prize or send money to improve your chances of winning Woman from the DNC list An Ohio widow was scammed out of $240,000—her life savings-by 50 different telemarketers. A 92-year-old woman in California lost $180,000, then was conned out of $5,000 more attempting to get some of it back. Never give a caller your credit card or bank account number Telemarketing is when a person, not associated with a group or corporation, calls a"customer" in order to convince them of a product, that may or may not be real. Telemarketer Tricks! http://www.youtube.com/watch?v=EDAKEdvq9_Y Video Telemarketing Scammed Woman 92% of adults in the United States reported receiving fraudulent telephone offers Consumers age 60 or older are often poplar targets of disreputable telemarketers In the 1990's when telemarketing fraud was at its peak, there was an estimated $40 billion losses from American Consumers What is it??? Protect yourself from fraud Always ask the telemarketer for the company's full name and address and a clear explanation of their offer Ask the caller to send you written material to review Ask to be put on their do not call list and to send you a copy of the list. They get one "oops" call once you're on the DNC list then you can sue them for every additional call for $500.

TELEMARKETING

Transcript: Introductions Customers Type Customers Type Disturbed Friendly and Fun TELEMARKETING Introductions Listening Skills (Questions, doubts and concerns) Honest (Not too much) Well Informed (Product Knowledge) Ability to Stay In Control (Stay in track and not to force) Telemarketing (sometimes known as Inside Sales, or Telesales in the UK and Ireland) is a method of direct marketing which a salesperson solicits prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call. Keys Customers Type Learn as much as you can about what you are selling. Express confidence Practice effective communications skills. (Speak slowly, loudly and clearly) Recognize when it is time to move on to the next call Easily Persuaded Skill

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