As telemarketing has been widely recognized and used by many domestic new type enterprises, more and more companies start to notice the importance and urgency of carrying out telemarketing. Many of them are searching for a suitable and affordable telemarketing platform. Summarizing telemarketing experiences of success companies, Qitongbao is a customer management platform specially designed for those enterprises. Qitongbao platform covers most of telemarketing services: customer information distribution, customer communication prompt, product knowledge base, customer communication feedback, and successful telemarketing statistics, etc. Trough those services, Qitongbao helps enterprises improve telemarketing effectiveness and benefits. What’s more, enterprises can enjoy the convenient telemarketing services by Qitongbao without any pre-investment in hardware or software.
Step 1: DesignPreparation before giving a call: analyze customer, prepare materials; draft telephone scripts; build confidence; ensure the goal
Step 2: Surpass obstacles
Step 3: Ice breaking
Step 4: Ensure demands Product description and listening
Timely grasp customers’ demands | Nowadays is the age of multi-media. The key word is Interactive, that is, both party can communicate with each other. Till now, the common media like TV, radio, newspaper, internet advertisement, all just transmit news and data information to the “target” in a single direction. Telephone is the only one available to have direct communication. With telephone, you can directly listen to customers and learn their demands. So, telephone is a very important business tool. Through two-way communication, enterprises can timely learn customers’ demands and suggestions so that they can provide focused services and plan for future businesses. |
Increase Benefits | Telemarketing can increase enterprises’ revenue. For example, if the booking center of hotels and restaurants launched outbound calls but not wait for inbound calls, they may gain much more prebook. And because telemarketing is a kind interactive communication, when answering inbound calls, enterprise not only meet customers’ demands but also make cross-sell (recommend other related products) and up-sell (recommend more expensive products)to increase revenue. |
Keep Contact with Customers | Telemarketing can help to establish customer relationship marketing. When establishing relationship with customers, enterprises would not be urgent to gain benefits but have long-term plan. Make precise plan and consistently improving customer service level. For example, when revisiting customers, company should carefully concern their opinions upon purchased product and services provided by Call Center staff and shop assistants. Recording these data can provide various assistant to telemarketing. Keeping regular contact by telephone can save many costs which door-to-door visit can not provide. What’s more, these regular contacts can establish intimacy between enterprise and customers, and increase customer loyalty, which will make customers prefer the products. |
US telemarketing started from the end of 1970s and the beginning of 1980s. At present, it has the global most developed telesales market. Telemarketing entered Taiwan in 1988, first used to sell credit card and then used in insurance industry. Because of its brilliant results, it was used to sell other financial products and other type products. With 10 years development, the outsourced telesales market of Hongkong becomes rarely mature. At mainland, telemarketing has been used in answering inbound calls since 1999, and in launching outbound calls since 2001. Most has used it as a tool for database cleaning, market research, customer care, and potential customer exploitation. Since 2003, outbound telemarketing has shown developing trend, mainly selling telecom products, software, and credit card. Dell should be the first company which has seriously carried out telemarketing in China. Its achievements in the last five years approves that telemarketing mode is successful in our country.
Telesales refers to the process that TSR (Telephone Sales Representatives) communicate with customers through telephone; use professional selling skills sell products to customers and keep providing consistent customer service. It adds traditional selling with an important communicating tool: telephone.
Telemarketing is a relatively new concept, born in America in 1980s. As the forming of consumer-oriented market, and the popularizing of telephone, fax and other communicating means, many enterprises start to try this new marketing way. Telemarketing is not equal to make large amount of random outbound calls and sell products with luck. This call will always make consumers dislike it. Telemarketing is defined as: a planned, organized and effective way to gain more customers and increase customer satifaction by telephone, fax and other communication tools.
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