Telephone sales management, telemarketing, telesales, inside sales, managing telemarketing, recruiting telephone sales reps, compensation for telephone sales, hiring telephone sales reps

The Successful Sales Manager's Guide to Business-to-Business Telephone Sales Operations                           

Everything You Need to Start, Reposition, and Manage a Telesales Department

By Lee R. Van Vechten

  Actual Chapter From Book ||  Author's Bio

Table of Contents

CHAPTER 1
Yesterday, Today, and Tomorrow
Industry Buzzwords 2
A Classic Case Example 4
Yesterday, Today And Tomorrow, The History Of
The Telesales Medium 6
What Customers Want Most... The Survey 11
Why Call The Function Inside Sales? 14
Your Business Structure … "Where Does It Fit?" 15
Positions; Are They Careers? 17
The Future, "Looking Good" 18

CHAPTER 2
Telephone Sales And At What Risk
Introduction -- "Your Place or Mine?" 22
67% Failure Rate for Start-Ups 23
Nine Reasons for Failure 24
Central Facilities Make Sense 27
Opportunities in a Nutshell 28
The Management Position(s) as a Career 29
Outsourcing -- Pro and Con 31
Words of Advice 32
Words of Warning 33
Rep and Management Profiles 34
The TM Manager is the Last to Know 35
Under-utilization 36
Three Main Requirements Needed for Success 36

CHAPTER 3
Now Here is More to Think About!
Worldwide Telemarketing 38
What Can Be Sold Over the Phone? 39
Mission Statements & Department Philosophies 42
Philosophies (Article Reprint) 43
Technology, Automation, People 44

CHAPTER 4
(Applies to U.S. readers only)
Management Concerns: Risks And Dangers
EEO Employment Opportunity 46
FLSA, What Is It? 48
Why We Have A Problem 49
FLSA Case History -- Cooper Electric 51
Monitoring of Service and Taping of Phone Presentations 52
Closing Comments 56

CHAPTER 5
Management Guidelines
Setting the Stage for You, The Inside Sales Manager 58
Who Develops A Management Guideline? 59
Telephone Marketing Sales Management Guidelines 60
Managing Your Boss 69
Conclusion 70

CHAPTER 6
Finding And Hiring Your Staff
Introduction 72
A Variety of Staff Needs Will Govern Your Hiring Process 74
General Points To Keep In Mind 75
Position Paper on the Topic of Human Resource Policies
For Inside Sales Departments 77
Job Descriptions 83
Hiring The Manager 89
Hiring the TSR, ISR, CSR 91
How Many Do You Hire 93
Staff Profiles And Survey Data 94
The Hiring Process 96
The 13 Steps 101

CHAPTER 7

CHAPTER 8
Understanding Sales Staff Motivations
Introduction 150
How We Can Use Behavior Style Information To Our Advantage 152
The Behavior Style Grid 153
Additional Understanding Of Styles 157
Value Systems of You and Your Staff, And How They Impact Motivation 159
Value System Worksheet 160
Value System Summary 160
Staff Motivation 161
The Maryland Study On Motivation 163
The Van Vechten Study On Telesales Motivation 164

CHAPTER 9
Telephone Skills And Training Techniques
Introduction: Benjamin Franklin said it. 166
The First Appearance of Quality Training Material 167
Training, Three Major Categories for Your Program 168
Operational Training Requirements 170
Train, Stop, Train (Rules-of-thumb) 171
Product Knowledge 172
New Rep Skills Training, Nine Elements 173
All About Scripts 174
The Call Objective Guideline 177
Inflection for Success, the First Technique to Master 182
How to Determine Who the Real Decision-Maker Is 185
Monitoring: You Just Can’t Do Enough of It 186
Customer Behavior Styles as a Topic for Training 190
Skills and Techniques, Initial, and Ongoing 192
New Rep Training, Allocation of Time 197
Tip on Presenting and Coaching Skills Guideline 198
What About Quizzes, 35MM Slides and Interactive Computer Training? 199
Classroom Tips and the Student Workbook 201
Final Thoughts 201
Training Agenda 202

CHAPTER 10
Training, Workbook Design, Format And Examples
Introduction 202
For Whom Is The Workbook Written? 203
Workbook, The "Five Stuffs" 204
Summary 205
The Actual Workbook (A Partial Example) 207

CHAPTER 11
Performance And Performance Appraisals
Introduction 252
Action And Reaction 253
What Is Needed
The Required Basics
The Job Description
Sales Rep Performance Appraisals 255
The Five Basic Reasons People Perform as They Do 256
Using the Territory Management Program (TMP) as a dynamic tool to manage employee performance. 259
Performance; Should The Results Be Published? 267

CHAPTER 12
The Sales Center Facility
Introduction 270
LVD Issues 271
    Lighting
    Ventilation
    Distractions
Location, Employees And Staffing 273
Summary 274

CHAPTER 13
Conflict Resolutions
Introduction 276
How Do We Know an Inside Sales Unit Is Really Worth It? 277
The Solution? A Control Group 278
Parity Issues 279
    What Is the Problem?
    Case Example
Consultant’s Advice 281
Epilogue
Inside vs. Outside 282
    Sales Channel Conflict
Fear of Staff 283
Summary 284

CHAPTER 14
Publications, Associations, Conferences
Introduction 286
Magazines 287
Equipment/Supplies 288
Selling Skill Publications & Videos 289
Reference And "How To" Books 290
Associations 291
Summary 292

CHAPTER 15
Marketing, Budgeting and Consultants
Introduction 294
Marketing 295
Budgeting 297
The Tested Formula 298
Consultants 300
Concerns?
A Final Word 301

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