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Telesales: What is it and How To Be Good at it?

Published on September 6, 2021
Last modified on November 20, 2023

Did you know that 92% of all of your customer interactions occur over the phone?

As such, telesales is a popular process that every company aims to incorporate into their business. It allows your agents to sell your products and services through the telephone.

In reality, telesales involves businesses contacting their customers to promote their business. Alongside this, they also aim to offer, or set up appointments to support field sales reps. 

However, the main motive of telesales is to build repeat businesses through excellent customer relations. 

In this article, we will examine some amazing telesales tips, discuss the responsibilities of a telesales rep and more.


What is Telesales?


Telesales is the practice of selling products or services through the telephone. It can be classified into two types: inbound and outbound. 

In outbound telesales, your sales representatives call potential and existing customers in order to convert them into sales. However, in inbound telesales, your representatives receive calls from prospects. 

In telesales, sales reps contact customers to promote your products or set up appointments to support field sales reps. 

Now, what is the key to being successful at it?


Telesales Vs. Telemarketing: What’s the difference?


In the realm of telephone-based selling, two popular terms often come up: telesales and telemarketing. Though they share similarities, there are distinct differences between the two.

Telesales focuses on making direct sales to customers over the phone. Here, sales representatives engage in one-on-one conversations with potential buyers, presenting products or services and closing deals. The primary goal of telesales is to convert leads into paying customers through personalized selling techniques.

However, telemarketing encompasses a broader approach to phone-based outreach. It involves reaching out to a wide audience, which may include potential customers, existing clients, or even survey respondents. 

While telesales centers on sales, telemarketing aims to build relationships, gather data, and create awareness about products or services.


10 Tips for Telesales Success 


Telesales can be a powerful tool for driving sales and achieving business success

Here are ten tips a telesales executive needs to follow to be successful at telesales:

1) Have access to the right data 

Good data is key for any marketing or business campaign as it’s the starting point of every process. 

Your business can’t succeed if you continue calling old clients or taking numbers from old data. This may end up in your agents calling people who aren’t interested in your products or services. 

Data present with your telesales reps must be new, relevant and updated. This is a vital point that every telesales rep must take care of. 

“Data is a precious thing and will last longer than the systems themselves.” – Tim Berners-Lee

2) Possess a clear understanding of your goals

Your sales rep must know what exactly they want from a specific campaign. Generally, your business should know why the campaign is happening to increase sales or increase inquiries. 

Additionally, you must know what targets are set, how to evaluate them, and who will measure them.

“A goal without a plan is just a wish.” – Antoine de Saint-Exupéry

3) Sound natural

Ideally, your telesales rep should never sound like they are reading straight out of a script. This is especially important when they are on call with either fresh leads or existing customers. 

Your caller must have all information about the product or service they are selling. Moreover, they should prepare for everything a receiver could ask about during a call. 

Your caller should be flexible enough to answer everything that is asked at the moment. Most importantly, they shouldn’t hang up the call. It is important not to strictly stick to the script but to also be flexible.

“Be yourself; everyone else is already taken.” – Oscar Wilde

4) Don’t miss follow-ups

If your rep tells their lead that they will follow up in a particular period, they must do so. Whether they have to call for an appointment or provide any information, they should deliver on time. 

Also, suppose any other department of your business is calling the same lead for any other information. In that case, there must be perfect coordination between the two. 

To pick up information quickly when another department gives it, clear communication between your salesperson and customer is essential. 

“In sales, it’s not about having the right opportunities. It’s about handling the opportunities right.” – Mark Hunter

5) Know your buyer well

Before you make a call, it is important to know your target audience well. For example, the age group, interests of the lead and their perspective in regards to your products or services. 

“The more you know about your customers, the more you can provide to them information that is increasingly useful, relevant, and persuasive.” – Jay Baer

6) Consider sending a voicemail

One thing many leads don’t like about cold calls is the inconvenient timing. If you’re calling a lead at an awkward time, don’t be afraid to leave a voicemail. It also prepares you to call them again when they are available. 

“Voicemails are like a personal touch in a digital world. They leave a lasting impression and show you care.” – Jill Konrath

7) Stay and sound positive

Always keep your attitude positive, pleasant and soft. It’s important to focus on the features and benefits of a business’ products or services. 

Make the call a soft-toned one, rather than a harsh call. A positive call will help your rep get a chance to call again or set up an appointment. 

“A positive attitude causes a chain reaction of positive thoughts, events, and outcomes.” – Wade Boggs

Also Read: Top 7 Negotiation Tips

8) Ask Questions 

When your sales rep asks questions in between conversations, it keeps the customers engaged. 

By doing so, you can learn more about the perspectives of the customer. This helps in talking to them for longer and encouraging them to ask questions from you if they want. 

The more conversational it would be, the higher your agent’s chances of success. 

“Questions are the key to unlocking our potential.” – Suze Orman

9) Evaluate 

It is important to evaluate the effectiveness of your telesales campaigns. If it’s not giving you any response in the current format, there is no point in continuing it. 

You can always make some changes. Moreover, it’s vital to see evaluation methods set before you start any campaign. 

“Success is the result of continuous evaluation, adaptation, and the willingness to embrace change.” – Zig Ziglar

10) Listen well

Monitor or record the number of calls a telesales rep makes. This method enables people who are calling to know the calls are recorded. Furthermore, your reps can put in their best efforts to get success out of their call. 

Secondly, listening to past calls can help in defining what works and what does not. It serves as a key tool for evaluation.

“Most people do not listen with the intent to understand; they listen with the intent to reply.” – Stephen R. Covey

Recommended: Increase Telesales Agents’ Productivity?

5 Key Responsibilities of a Telesales Representative

From generating leads to strengthening customer relationships, a telesales rep has many responsibilities to take care of.


Let’s take a look at some of the most important responsibilities of a telesales representative:

1) Direct Sales 

Besides providing information about the products and services, telesales reps also have to do direct selling. Here, they have to call your previous customers to do potential repeat business. 

A telesales agent can anytime ask pre-qualifying questions to get aware of whether they are willing to buy or not. 

2) Building Customer Relationships 

Excellent customer service is one of the most crucial responsibilities of a telesales agent. They call customers post-service to know whether they’re satisfied with the product or not. 

Oftentimes, telesales representatives must focus on establishing strong connections with customers, understanding their needs, and offering personalized solutions.

3) Conflict Resolution 

Your telesales agents must have commendable conflict resolution skills. Since they’re the ones always speaking to customers, they should easily and quickly solve customers’ grievances. 

4) Closing Deals

The ultimate goal of a telesales representative is to close deals, securing customer commitment through adept negotiation skills.

5) Maintaining Records

Effective record-keeping is essential. Creating and updating activity records is also a part of the telesales agent’s responsibilities. Furthermore, it should be done in a timely and ordered manner to make it easier for future prospects.

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    7 Telesales Skills a Telesales Representative Must Have

    In telesales, success relies on a unique set of skills that empower representatives to connect with customers and drive sales. 

    Let’s examine 7 essential telesales skills every telecaller must possess:

    1)  Effective Communication

    Clear and persuasive communication is the backbone of telesales. Representatives must articulate product benefits, handle objections, and build rapport with customers through engaging conversations.

    2) Active Listening

    Listening attentively to customer needs allows telesales reps to understand their requirements and offer personalized solutions. Thus, fostering trust and enhancing the customer experience.

    3) Resilience

    In the face of rejection or objections, resilience is a vital telesales skill. Representatives must bounce back from challenges, stay motivated, and maintain a positive attitude to persistently pursue sales opportunities.

    4) Product Knowledge

    Telesales representatives must possess in-depth product knowledge to confidently address customer inquiries and present compelling reasons for choosing their offerings.

    5) Time Management

    With a high volume of calls and tight deadlines, effective time management ensures telesales reps maximize their productivity and prioritize high-potential leads.

    6) Empathy

    Understanding customer perspectives and showing empathy are essential to connect with prospects on a deeper level and build lasting relationships.

    7) Confidence

    Telesales reps exude confidence in their pitch, creating a positive impression that resonates with customers and instills trust in the products or services they offer.

    What can Telesales do for your business?

    Telesales can be a game-changer for your business. Let’s explore the benefits of incorporating telesales into your sales strategy:

    1) Enable direct and personalized selling

    Telesales enables direct, one-on-one interactions with potential customers. Sales representatives can tailor their pitches to individual needs, building strong relationships and boosting the chances of converting leads into loyal customers.

    2) Increase sales opportunities

    With telesales, you can reach a larger audience and generate more leads efficiently. By proactively reaching out to potential customers, you open up new sales opportunities and expand your customer base.

    3) Act as a cost-Effective approach

    Compared to traditional face-to-face sales methods, telesales proves to be a cost-effective approach. It saves time and resources while allowing your sales team to connect with a greater number of prospects in less time.

    4) Provide instant feedback and market insights

    Telesales offers the advantage of immediate feedback from customers. It provides valuable market insights and helps you understand customer preferences, enabling you to refine your products or services accordingly.

    5) Is flexible and adaptable

    Telesales allows your team to adapt quickly to market changes. Whether it’s launching a new product or running a time-sensitive promotion, telesales can swiftly respond to market demands and boost your business growth.


    Overall, telesales is an important method to generate leads and grow your business. However, it demands excellent sales and communication skills as well as customer service knowledge. 

    The main purpose of telesales is to boost your business via creating and maintaining your customer relations. Alongside this, it also focuses on selling directly to customers.

    For all these reasons, it’s vital that you should implement it effectively and properly to ensure maximum benefit. 

    Not only this, it’s also important that telesales representatives are able to perform and fulfil their responsibilities. With the help of the above-stated tips, you too can achieve great success out of it for your business!

    Frequently Asked Questions (FAQs)

    Telesales can be a rewarding career for those who enjoy connecting with people and have strong communication and sales skills. It can offer flexibility and the opportunity to earn a good income.

    The two types of telesales are inbound and outbound. Inbound telesales involves handling incoming calls from customers, while outbound telesales involves making outbound calls to potential customers.

    Some essential skills for telesales include good communication and interpersonal skills, the ability to build rapport and listen actively, strong sales skills, and the ability to handle rejection and maintain a positive attitude. Time management and organizational skills are also important.

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