“Telesales Representatives(TSR) related Frequently Asked Questions by expert members with experience as Telesales Representatives. These questions and answers will help you strengthen your technical skills, prepare for the new job test and quickly revise the concepts”
Rejections are common within sales jobs, and one of the primary reasons that most personalities could not handle sales roles. Try to downplay how hard you take rejections, but feel free and be honest about a technique you use to handle rejection or answer with something like, "I simply move on to the next prospect, because a rejection is simply a sign that the individual was not yet ready for our solution."
Cold calling is the process in which customers are called for business interaction who have not been expecting so.
Sales is partly a skill and partly an art. You should answer that you should know the product well enough to be able to answer most questions about it. You should also be a good listener and be able to read a person's mood and intention. You also need to be patient and not allow rejection to get you down.
During interviews, difficult or awkward questions could come your way. The intention is not to catch you out, but to test how you operate under pressure.
This question is (again) in the format of competency-based interviewing, so remember to outline the specific actions you took to motivate your team, as interviewers want to see evidence of hands-on experience.
Make sure to describe all processes undertaken. For example: Did you use incentives to motivate the team? Did you implement training programmes? Did you improve internal communications to help engage staff? Did you implement or revisit career development plans to make the team feel valued? Did you take the time to understand each individual's motivations?
Be clear and precise and be sure to convey any previous first-hand experience you have - they will want to feel confident that you can handle similar issues within the new role.
Obviously, the answer has to be yes. Go on to explain that you enjoy the challenge of calling a new person and trying to close a deal. Say that cold calling can teach you sales skills that can be transferred effectively to when you call previous customers. You can quickly learn to become better at sales when cold calling.
The following techniques help you build the trust of the customer on the other end of the telephone.
☛ Speak confidently
☛ Take control of the situation
☛ Show genuine interest
☛ Go above and beyond the call of duty
This is a tricky question because "anything you say can and will be held against you!" Be careful and only answer with a positive tone. You can say that you didn't find the job challenging enough for your skills, or that the workload was sporadic and you spent, say 40%, of your time on 'idle' mode. Never speak ill of your last employer because it shows that you will do exactly the same once you leave this one! Protect the image of your previous employer, and your current one will respect you for it.
There are a few disclosures which are must before a person engages in telemarketing. Listed below are a list of things that need to be disclosed.
☛ Disclosure of identity on behalf of which the call is made at the starting of the call in a polite and fair manner.
☛ There should be a proper description of the product or business being put forward.
☛ The price and terms and conditions related to the product should be made very clear.
☛ Any other information related to the product prescribed should be conveyed.
☛ What is the best way to sell a product?
☛ What is done in business-to-business telemarketing?
☛ How can you increase the customers to buy your products more?
☛ What is the difference between direct mail and cold calling?
☛ Why is it necessary to send announcements to the customers before calling them?
☛ How can you define a good prospect?
☛ Where can a list of good prospects be generated from?
☛ What are the sources through which communication can be done?
☛ What is the appropriate information required before contacting the customers?
☛ What are the sources of motivation in this field?
☛ What are the ways in which one can keep focus in telemarketing?
☛ What are the precautions that have to be taken when being a representative?
☛ What are the questions that have to be asked prior to dealing with them?
☛ What are the strategies adopted to call the customers?
☛ How essential is to call the customer after explaining about your product?
☛ What do you understand by do not call registry?
☛ What are the different methods through which a user can register for do not call registry?
☛ How to check the status of it?
☛ What does the term "Robocalling" implies?
☛ What are the different methods to file a complaint on receiving the call from telemarketing people after being listed on do not call registry?
☛ What does FCC mean? How does it help in handling the complaints done by user?
☛ What are the rules and regulations made by which telemarketers are limited to use the services?
☛ What are the laws that are present regarding recorded messages calls?
☛ What are the different methods to monitor the telemarketing?
☛ What will be the output of telemarketing in terms of the company's gains?
This question is a typical example of competency-based interviewing (CBI) in practice. It is the most popular interview approach, based on the premise that future performance can be predicted by past behaviour.
The best way to prepare for CBI questions is to revisit the job description and person specification before your interview. You should then ensure that you have covered all bases and can comfortably provide examples for each competency. You must also be able to describe the particular scenario, the actions you took and the impact it had on the business.
Approach this particular question by outlining the processes you followed to investigate and resolve this issue. It is also important to explain the outcome. For example, you may have set an agenda of required actions following on from the meeting you held with the particular team member - can you describe what that was? If you created a performance plan that included clear training and development objectives make sure you say so.
Always finish by explaining how the action you took impacted the business. For example, the team member started to meet all targets and bring in more revenue.
Make sure you do your homework/research before you answer: My average call handle time was about X minutes at my previous job. On a similar campaign I can typically make 60/X calls per hour. On a predictive dialer I can usually make 10 to 20 percent more calls.
☛ Where do you see yourself in one, three and five years?
☛ How would you describe your ideal sales position?
☛ What core values should all great companies possess?
☛ How would you describe the people at your past company?
☛ What types of customer relationship tracking did you implement at your past jobs?
☛ Can you give me three adjectives that best describe you as an employee?
☛ Can you give me three adjectives that best describe you as a person?
☛ Can you give me an example of a failure you had at work and what you learned from it?
☛ What interested you about our firm?
☛ What type of compensation package are you looking for?
☛ How would you describe leadership?
☛ How would you describe passion?
☛ How would you describe wealth?
☛ How do you feel about meeting face to face with clients and giving public presentations?
☛ What skills do you believe make for a great sales representative?
☛ Why should we hire you?
☛ How would you describe your learning style?
☛ Why did you choose sales as a profession?
☛ How did your past company obtain its leads?
☛ What percentage of leads did you convert into sales at your past job?
☛ How would you describe your ideal sales lead?
☛ What do you feel is the best way to establish a strong relationship with a client?
☛ When a client's expectations are too high, how do you handle it?
☛ Can you give me an example in which you've used your creativity to retain existing accounts?
☛ How would you define the term "salesmanship"?
☛ Sometimes telesales reps are faced with suspiciousness. How do you overcome this barrier?
☛ Have you ever had to deal with an aggressive prospect? How did you handle it?
☛ What was the most successful sale you made in your previous job?
☛ Have you ever implemented a change that resulted in higher sales?
☛ Have you ever made a mistake during a call? What did you learn?
☛ Have you ever had to call someone more than once to make a sale?
☛ What is your experience in sales/customer service?
☛ What telecom technologies have you used in the past?
☛ In telemarketing you don't have the benefit of face-to-face contact. How can you fill this gap?
☛ Have you worked with quotas? Did you manage to meet them?
☛ What is the difference between B2B and B2C? How does each concept change how you approach a prospect?
☛ How do you engage the prospect's attention?
☛ What do you have to say when answering a call?
☛ What factors, in your opinion, are more likely to close a deal?
☛ How do you deal with rejection?
☛ What do you know of our company's products?
Marketing can be broadly classified into two categories :
B2B - business to business
B2C - business to customer
The categories can be further classified into four categories based on the process carried out which are :
Generating lead - Process of identifying a potential customer to make sale.
Sales - Selling out products
Outbound - Calls are made to the customers.
Inbound - Calls are received from the customer.
☛ Here is a script that can be used during a call. What do you like about it and what would you change?
☛ Choose one of our products and sell it to me
☛ If you needed to put a prospect on hold, what would you do to avoid upsetting them?
☛ Walk me through a call assuming the prospect is moderately interested
Yes, this has been part of my training, and my previous job entailed handling several lines. I have good multi-tasking skills and my previous employer can vouch for this.
☛ What motivates you as a sales professional?
☛ How would you describe the corporate culture of your past company?
☛ What traits do you believe make up the most effective sales representatives?
☛ What sales quotas are you accustomed to?
☛ How comfortable are you with cold-calling?
☛ How long was the average sales cycle at your previous jobs?
☛ Who were your most profitable target markets at your previous jobs?
☛ How would you describe your sales technique?
☛ What are some common hurdles you're facing right now as a sales representative in your current position?
☛ Can you give me an example of a complex contract negotiation you've completed and how you did it?
☛ How did your past organization position itself in the market?
☛ How would you describe your ideal sales manager?
☛ What are some of the traits you look for in a leader?
☛ Give me an example of when you've prospected a lead creatively, and what are the steps you took to do so?
☛ Where would you like to see yourself improve in the area of sales?
☛ What does the term "consultative selling" mean to you?
☛ How much was an average sale at your previous position?
☛ Give me an example of how you handled a difficult client in order to get the sale, and what did you learn from the experience?
☛ What was a typical day like at your past position?
☛ What was your compensation package at your past position?
☛ Can you give me an example pitch of the product or service you were selling at your previous position?
☛ What types of managers do you learn best under?
☛ Why are you looking to leave your current position?
☛ How do you define success?
☛ How would you describe the selling style of your former manager?
☛ What is ASA? What does it offer to companies?
☛ What are market connections?
☛ How are market connections used to establish their status in market?
☛ How to find out the client type with which the company is working?
☛ How to check about the calling status and dependency of the company on consumers?
☛ What is the purpose of auto dialer?
☛ When to use auto dialer?
☛ What are the methods through which the customers are charged to avail the services?
☛ What is the difference between commission and pay per appointment?
☛ What are the differences between tele-sales and telemarketing?
☛ What are the tools available to compare the telemarketing result with mail shots?
☛ What are the provisions does ASA provide for delivering the project on behalf of clients?
☛ What are the rules and regulations ASA follows for their projects?
☛ How can one manage sales for a company?
☛ How does a company become aware of the requirements of the customers?
☛ What are the two major categories that are used with telemarketing?
☛ What is the difference between outbound and inbound?
☛ What are the negative impacts associated with telemarketing?
☛ What are the regulations that are being formed on the use of telemarketing?
☛ What does one understand by outsourcing the telemarketing activities?
☛ What are the optimizations methods used for telemarketers?
☛ What are the different types of scripts used in telemarketing?
☛ How to persuade customers to take up the product even if they are not interested?
☛ Why telemarketers should know about the process of catalog creation?
☛ Why is telemarketing associated with various types of scams and frauds?
Wherever possible be positive, even if your role was short term or didn't quite work out as expected, as it will have added extra experience or skills to your career history.
Although you are now looking to move on, acknowledge what you learned and what was on offer at the time. Demonstrate good reasons for the decisions you made and show that you understood what was to be gained, or acknowledge what you have learned from your past employer.
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