Introduction

One of the most direct forms of marketing, telesales, remains a prominent part of businesses’ promotion plans despite the emergence of many other more modern alternatives. It is pretty straightforward, easy to implement, and apparently costs much less than some options.

However, to this day, some people are still confused about what exact elements a telesales service entails. The common intersections between telesales and telemarketing also baffle many, as it seems quite difficult to tell the two apart at first glance. 

So what is telesales? How to tell the difference between telesales vs telemarking? Our guide will address these two common inquiries. 

What Is Telesales?

Agents sell the product over the phone calls - Source: Wikimedia Commons.

Telesales involves selling a product or service to customers over the phone, a popular sales technique favored by thousands of business owners across various industries to reach potential customers directly and generate sales.

Telesales professionals classify this selling act into two types: outbound and inbound calls. Both play crucial roles in marketing plans with unique challenges and rewards. Ultimately, they strive for the same goal - to assist customers in finding the best solutions and convert qualified leads into actual profits. 

1. Inbound Telesales

The customer on the line has heard about the service and product beforehand and wants to know more. An inbound agent welcomes those customer inquiries to guide the customer toward informed decisions. Below is a brief of how it usually works: 

Stage 1 (Warm leads). 

As mentioned, the callers have already shown some interest in the products, often through website visits, online forms, previous interactions with the brand, etc. The conversation tends to be smoother than outbound calls, which introduces great potential for effective conversions. 

Stage 2.

Now, the focus shifts from convincing to informing. Inbound agents act as helpful guides to answer questions, address concerns, or clarify any existing doubts in a friendly yet knowledgeable manner.

Stage 3.

Further suggestions. Inbound telesales do not involve just one single lead. The agents can identify ongoing needs and suggest additional products or services for the clients, setting the stage for long-term customer loyalty.

2. Outbound Telesales

In contrast to inbound, outbound agents must be the ones who initiate the conversation. Their job is to reach out to potential customers who might not be familiar with the products but could be a perfect match.

The lowdown: 

Stage 1 (Cold leads). 

Agents start a conversation with customers who have no prior product knowledge or have never heard of the company. Strong communication skills and persuasive approaches are required for cold calling to pique customer’s interest.

Stage 2.

The telesales agent should be a keen listener here to uncover hidden customer needs. Then, they must showcase how a particular service or product can solve the issue, painting an inclusive, compelling picture of the values offered.

Stage 3.

Not every cold call results in a sale. But even if that is the case, outbound agents can still identify and nurture potential leads through the sales funnel. With these valuable connections,  future conversions are highly possible. 

Is It The Same As Telemarketing Services? Telesales vs Telemarketing

There are subtle differences between the two terms - Source: Pxhere.

The two terms are often used interchangeably, and there are indeed so many similarities in their meanings that it is perfectly acceptable to view them equally. 

However, at a closer look, the two do not exactly share the same objectives. As the term “sales” in telesales suggests, telesales centers on actual sales or immediate conversions. Telemarketing, on the other hand, is more focused on building trust/relationships and generating future sales opportunities. 

Hence, telemarketing covers a much broader approach than the standard phone-based method. Sales reps must reach out to any audience that can contribute to the business’ growth, including loyal customers, potential consumers, and even survey participants.

What Is The Telesales Success Formula? 3 Tips to Perform Well

Make sure the data is updated - Source: Flickr.

1. Access The Right Information and Data

Good data should be the starter for every telesales campaign or sales service for customers. Success is impossible if your agents keep reaching old customers or store information from outdated data. 

Before any sales call, a company must ensure the data presented to their reps and agents are relevant and constantly updated. That explains why programmable contact centers like StringeeX have surged in popularity recently, as they allow agents to monitor customer records from multiple platforms (Facebook, email, official website, etc.) on one single interface. 

StringeeX distributes calls to different queues and agent groups based on specific filters like the agent’s skillsets, customer locations, previous interactions, etc. 

Furthermore, important information from the chat logs and phone calls can be stored on public notes accessible to all other agents. That way, customers always receive the best services no matter which agent they are connected to. 

2. Make Sure Every Agent Understands The Overall Goal

All agents must understand what types of outcomes a particular campaign aims at to ensure optimal outcomes and excellent customer service. Why is it happening? What targets are included? How can they assess and measure the results? 

The note-taking feature of StringeeX once again proves practical here. By reviewing the content of each chat log and conversation, employees can instantly single out underperforming agents who misunderstand the goals. These agents can then receive extra training/practice for future telephone calls or even be replaced if necessary.

3. Do not Forget Follow-Ups

Suppose your agent tells the potential client there will be a follow-up within 24 hours. Then, they must keep their word, whether it is to provide extra information or schedule an appointment.

If another agent in your telesales team calls that same customer for more information, you must ensure 100% coordination between these two agents. Otherwise, the inconsistent experience might confuse the client and, in the worst-case scenario, change their mind about buying your products.

How To Deal With Objections

Understanding and active listening is essential in telesales - Source: Pexels.

A common telesales mistake is the lack of understanding and active listening from the agents. They just keep talking miles about the products without a pause to confirm whether the person on the other side even wants to hear any part of it. This is the shortest way to turn them into an angry customer.

So, right from the start, always pay close attention to the customer and constantly ask them to clarify their points. That way, when the client eventually declines the offer, it would be much easier to learn why and find a way to address that issue. 

And remember, sales teams from Indian giants like TATA, Reliance Industries, and LIC also faced constant objections in their earlier years. That is part of the nature of telesales, so there is no need to blame your agents or scramble for immediate alternatives. 

Conclusion

What is telesales? How does telesales vs telemarketing differ? We hope our guidelines have cleared up your confusion. 

Updated data and perfect synchronization between agents are key to high conversion rates, so make sure you use StringeeX or similar applications to monitor all customer interactions and interfere where necessary. Write to us if there are more questions!