Telesales is a popular process that every company incorporates to sell their products and services through the telephone. There are two types of telesales, inbound and outbound.

Inbound sales reps receive calls from prospects and existing customers, whereas outbound sales reps are responsible for calling leads to convert them into sales. 

Telesales is all about a situation where businesses contact their customers to promote their business, offer, or set up appointments to support field sales reps. The main motive of telesales is to build repeat businesses through excellent customer relations. what is telesales


Here in this article, we will go through some amazing tips on telesales and also discuss the responsibilities of a telesales rep. 

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. Outbound sales representatives call potential and existing customers in order to convert them into sales, while inbound representatives receive calls from prospects. 

In telesales, sales reps contact customers to promote products or set up appointments to support field sales reps. The main objective of telesales is to build repeat business through excellent customer relations. 

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

10 Tips for Telesales Success 

Following are ten tips an executive needs to follow to be successful at telesales. 

  • Have access to the right data 

Good data is key for any marketing or business campaign; it is the starting point of every process. A business can never succeed if they continue calling their old clients or taking numbers from old data, as this may end up calling people who do not have any interest in their products or services. 

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

  • Possess a clear understanding of goals

A sales rep must know what exactly they want from a specific campaign. Such as, a business must know why the campaign is happening to increase sales or increase inquiries. In addition, one must know what targets are set, how to evaluate them, and who will measure them.

  • Sound natural

No matter what, a telesales rep must not sound like they are reading straight out of a script when they are on call with either fresh leads or existing customers. 

A caller must have every information about the product or service they are selling and understand everything a receiver can ask about in between the call. A caller has to be flexible to answer everything that is asked at the moment and does not hang up the call. It is important not to adhere rigidly to the script but to be flexible.

skills for telesales

  • Don’t miss follow-ups

If a sales rep tells their lead that they will follow up in a particular period, it is important to follow the same at the specified time. Whether a rep has to call for an appointment or provide any information, it is essential to deliver on time. 

Also, suppose any other department of a business is calling the same lead for any other information. In that case, there must be perfect coordination between the two, who called before and who is calling at present. 

In order to pick up information quickly when another department gives it, clear communication and linkup between the salesperson and customer are essential. 

  • Know the buyer well

Before you make a call, it is important to know the age group, interests of the lead and what could be their perspective in regards to your products or services. 

  • Consider sending a voicemail

One thing many leads don’t like about the cold calls is inconvenient timing. So if you are 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. 

  • Stay and sound positive

Always keep the attitude positive, pleasant, and soft; it is 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 soft and positive call will help the rep get a chance to call again or at least set up an appointment. 

Also Read: Negotiation When Your Deal Seems Lost

  • Ask Questions 

Once a sales rep asks questions in between conversations, it keeps the customers engaged. By doing so, you will learn more about the perspectives of the customer, help in talking to them for longer and tell them to ask questions from you if they want. The more conversational it would be, the higher the chances of success. 

  • Evaluate 

It is important to evaluate the effectiveness of a telesales campaign. If the same is not giving you any response in the current format, there is no point in continuing it. You can always make some changes. Also, it is vital to see evaluation methods set before you start any campaign. 

  • Listen 

You must monitor or record the number of calls a telesales rep makes. This method works great in two ways so that people who are calling know the calls are recorded, and they put their best to get success out of their call. 

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


Recommended: Increase Telesales Agents’ Productivity?


Responsibilities of a Telesales Representative

From generating leads to strengthening customer relationships, a telesales rep has many responsibilities to take care of. A seasoned sales rep ensures that the leads are closed and a good relationship is built between the business and the customer to enable the customer to do business longer with the company. 

The following are the duties of a telesales rep:

  • Lead Generation 

Telesales people play an important role in generating leads for salespeople. First, they call existing or potential customers to tell them about the products or services. Then, they have a usual dialogue that has to be followed to qualify prospects. It is a prequalification process that helps salespeople in the fieldwork faster and closes the deal effectively. 

  • Direct Sales 

Besides providing information about the products and services, telesales reps have to do direct selling also. They have to call 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. 

  • Customer Service 

Excellent customer service is one of the most crucial responsibilities of a telesales agent. They call customers after service to know whether they are satisfied with the product or not. Collecting and updating customer databases is also their responsibility. Telesales agents inform existing customers about new offers or products as per the needs of customers. 

  • Conflict Resolution 

A telesales agent must have commendable conflict resolution skills. Since they are the one who are always speaking to customers, they can easily and quickly solve customers’ grievances. 

  • Activity Reports 

Creating and updating activity records is also a part of the telesales agent’s responsibilities. This should be done in a timely and ordered manner to make it easier for future prospects.

Read: Telemarketing vs telesales

Wrap Up 

Telesales is an important method to generate leads and grow business, so it should be implemented effectively and properly to ensure maximum benefit. The above-stated tips can help you in getting great success out of it.