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  (sometimes known as  , or    in the UK

and Ireland) is a method of direct marketing in which a salesperson solicits

prospective customers to buy products or services, either over the phone or

through a subsequent face to face or conferencing appointment scheduled

during the call.

Telemarketing can also include recorded sales pitches programmed to be

played over the phone via automatic dialing.

Telemarketing lists have a major role to play in making a business

successful. If you are aiming at expanding your business and enhance your

clientele, you have to go for some exclusive telemarketing lists. The lists

must comprise valuable and reliable leads to take your business forward.

Telemarketing lists increase your business contacts. Business houses rely on

telemarketing lists to a great extent, as they always help them search for

the best contacts.

But business houses can't afford to always maintain up-to-date and effective

telemarketing lists. That's why various telemarketing companies have

emerged to come to their rescue. They are committed to offer useful

telemarketing lists to those business entrepreneurs. Business will improve

once you have the power of some resourceful telemarketing lists. So you

need to be careful when choosing the best telemarketing companies. Make

sure that the company you want to go for has got the experience and

expertise to offer you a completely customized telemarketing list. The

company should specifically be able to offer you whatever information you

require. The companies shouldn't get a chance to mislead you. Ideal

telemarketing lists contain genuine and accurate information. It will be

extremely disappointing for any telemarketing entrepreneur to have

irrelevant contacts on his telemarketing lists.

The lists should preferably have contacts of those people who are likely to

make purchases. The telemarketing companies generally carry out extensive

research to prepare telemarketing lists that are relevant and legitimate. It's

fair to go for the high-volume telemarketing lists, but at the same time you

should keep in mind that you don't have to make any compromise with

quality. Resourceful telemarketing lists have got the potential to make a

positive impact on your business.

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Many believe that in the 1950s, Dial America Marketing, Inc became the first

company completely dedicated to inbound and outbound telephone sales and

services. The company, spun off and sold by Time, Inc. magazine in 1976,

became the largest provider of telephone sales and services to magazine

publishing companies. The term a
 a was first used extensively in

the late 1970s to describe Bell System communications which related to new

uses for the outbound WATS and inbound Toll-free services.

If you are like most people, you struggle to remember a time before

telemarketers constantly hassled you at suppertime and throughout your

favorite prime time television shows. Just like microwaves and cell phones,

telemarketing has become a part of life - albeit an annoying one - that most

people have come to accept as a part of life. However, unlike the victims of

telemarketing in the past, these days, there are things that you can do to

protect yourself from this regular nuisance.

Telemarketing became popular back in the 1970's, and with its surprising

ability to bring in sales, spread a message, and encourage people to vote the

way you want them to, it has continued with abundance. However, not

everybody likes to receive these unsolicited calls, even if the people calling

believe that they have a truly valuable message or deal to share. Therefore,

the FTC created the National Do Not Call Registry, allowing people to escape

from the seemingly never-ending list of telephone calls that come in all

evening long. However, even though the majority of telemarketing

companies do respect the laws regarding the Do Not Call list, there are the

few scams and unethical businesses that fail to keep up with the list that

they're not to call.

Fortunately, with the invention of the Caller ID service, you can record the

number of these scams and rule-breakers and find out who they are. First,

you can use a reverse phone search to see if you can identify the company

that is breaking the rules. Then, you can go to the FTC website and report

their illegal phoning activities so that they can investigate it further.

One of the best things that you can do for others, though, to help to stop

telemarketers and annoying calls is to head to a caller complaints website

and record the number that called you, the name of the company if you

found it, and tell about the situation. Let others know that they break the

rules of the Do Not Call registry, that they call at all hours of the night, or

that they are a scam altogether. By spreading the word, you take the power
away from the company to sell, because people will know that they aren't

legitimate.

Dwayne is an old consumer advocate who has way to much time on his

hands (the wife says) so rants to his audience on Ezine Articles.


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The two major categories of telemarketing are Business-to-

business and Business-to-consumer.

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·? D, the gathering of information

·?  , using persuasion to sell a product or service

·? , proactive marketing in which prospective and preexisting

customers are contacted directly

·? c, reactive reception of incoming orders and requests for

information. Demand is generally created by advertising, publicity, or the

efforts of outside salespeople.

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Telemarketing may be done from a company office, from a call centre, or

from home. It may involve either a live operator or a recorded message, in

which case it is known as "automated telemarketing" using voice

broadcasting. "Rob calling" is a form of voice broadcasting which is most

frequently associated with political messages.

An effective telemarketing process often involves two or more calls. The first

call (or series of calls) determines the customer¶s needs. The final call (or

series of calls) motivates the customer to make a purchase.

Prospective customers are identified by various means, including past

purchase history, previous requests for information, credit limit, competition

entry forms, and application forms. Names may also be purchased from

another company's consumer database or obtained from a telephone

directory or another public list. The qualification process is intended to

determine which customers are most likely to purchase the product or

service.

Charitable organizations, alumni associations, and political parties often use

telemarketing to solicit donations. research companies use telemarketing

techniques to survey the prospective or past customers of a client¶s business

in order to assess market acceptance of or satisfaction with a particular

product, service, brand, or company. Public opinion polls are conducted in a

similar manner.

Telemarketing techniques are also applied to other forms of electronic

marketing using e-mail or fax messages, in which case they are frequently

considered spam by receivers.

 


Telemarketing has been negatively associated with

various scams and frauds, such as pyramid schemes, and with deceptively

overpriced products and services. Fraudulent telemarketing companies are

frequently referred to as "telemarketing boiler rooms" or simply "boiler

rooms". Telemarketing is often criticized as an unethical business

practice due to the perception of high-pressure sales techniques during

unsolicited calls. Telemarketers marketing telephone companies may

participate in telephone slamming, the practice of switching a customer's

telephone service without their knowledge or authorization.

Telemarketing calls are often considered an annoyance, especially when they

occur during the dinner hour, early in the morning, or late in the evening.

A recent trend in telemarketing is to use rob calls: automated telephone

calls that use both computerized auto dialers and computer-delivered pre-

recorded messages in a sales pitch. These often include intentionally

deceptive tactics, with computer recorded messages saying things like

"Don't panic but this is your final notice" or "We have already attempted to

contact you through the mail." These messages are often outright lies,

intended to incite concern or fear in the potential customer.

Rob calls are known for failing to add numbers to their do-not-call list and

repeatedly interrupting individuals at all hours of the day.


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Telemarketing, telesales, cold calling ... whatever you want to call it (and I'll

use the terms interchangeably), the professional use of the phone in sales is

a , not a goofy technique or gimmick.

We're going to travel through every part of the professional telesales-

telemarketing call, in order, discussing proven tips that can help you right

now. Let's go!

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1. Have a primary objective for every telemarketing call, defined as, "What

do I want them to DO as a result of this call, and what do I want to do?"

2. Prepare questions for your telesales call using your call objective. Ask

yourself, "How can I persuade them to take this action as a result of asking

questions, as opposed to talking?" Remember, people believe more

of their ideas than yours.

3. Also have a secondary objective for each telephone sales call...something

you'll strive to accomplish, at minimum, every time. Pick something you'll

have a reasonably good chance to succeed with, such as, "Getting their

agreement they will accept my literature and place it in their 'Backup

endor' file." This way, you can enjoy success on every call you place, and

that does wonders for your attitude.

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4. Treat the screener as you would the customer--this person determines

whether or not you'll even have a chance to speak with the buyer.

5. Gather as much information as you can from whomever you are able,

prior to speaking with your prospect; busy decision makers get bored when

they have to answer your basic qualifying questions. Use the "Help"

technique: "I hope you can help me. So I'm better prepared when I speak

with Ms. Big, there's probably some information you could provide me...".

6. Before cold calls, think of a good reason for needing to speak with the

decision maker, and be prepared to sell this to the screener. What they're

thinking about you:

"Does this person have anything of interest, or of value for the boss?"

7. If leaving a message on voice mail, or with a screener, be certain it offers

a hint of a benefit/result that sparks curiosity, but doesn't

talk about products/services.

 
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ù. The objective of your telemarketing opening is to pique curiosity and

interest so that they will willingly and enthusiastically move to the

questioning. You must answer, "What's in it for me?" for the listener, or they

will immediately begin the getting-rid-of-you process.

9. Don't use goofy, resistance inducing phrases on your telesales call, like,

"If I could show you a way to _____, you would, wouldn't you?" The only

decision you're looking for in the opening is the one to continue speaking

with you.

10. When cold call prospecting, don't start the call with, "I was just calling

people in your area..." People want to feel like they're the only person you're

calling... not just one of the masses from a list of compiled names.

11. Use what I call "weasel words" when opening cold prospecting calls:

"depending on," "might," "maybe," "perhaps," and "possibly." These are

non-threatening words that intimate you might have something of value for

them, but you really need to ask questions first. For example, "Depending

on what you're now doing in the area of employee benefits, I might have

something that could potentially increase the number of options you offer,

while possibly decreasing your overall contribution. I'd like to ask you a few

questions to see if this is something you'd like more information on."

12. Have something of value to say on every telemarketing call. Particularly

those regular calls to existing customers. Avoid, "Just checking in with you

to see if you needed anything," and, "Just calling to touch base." These are

more nuisance than service. Be certain they're able to say they are better off

after your call than they were before it, even if they didn't buy anything. Call

with news they'll have an interest in; ideas you've heard from other

customers they might be able to take advantage of; mention that you were

"thinking of them" and tell them why. One of my printing salesmen called to

say he "just came back from a trade show and saw something interesting,

and thought I could benefit from it." It's little things like that, that cause

customers to say, "She always has something good for me when she calls,"

as opposed to, "Every time she calls she's just looking for an order."

(For more great ideas, including word-for-word examples, and a fill-in-the-

blanks template on creating your own effective opening, also see the Special

Report on Developing Interest Creating Opening Statements.)

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13. Get information before you give it. How could you make an effective

presentation otherwise?

14. Don't use a "benefit list" to present from. Instead, use it to create

questions to determine if those "benefits" truly are of value to your

prospects and customers. Some "benefits" could actually be liabilities.

15. Avoid asking go-nowhere questions like, "Is everything going OK?",

"What are your needs?", "Are you having any problems now?", "How's

service?", and, "What are you looking for in a vendor?" These all force the

person to think too much. Instead, get them emotionally involved in seeing

and feeling the pain or problem that can be solved with your

product/service-especially problems you know they're likely experiencing.

For example, "What do you do in situations when you need

parts shipped overnight, but are unable to get them?"

16. Ask one question at a time. That's how many they'll answer at a time.

17. After asking, be quiet. Resist the urge to jump in if they don't answer

immediately. Don't be intimidated by silence. They're likely thinking about

what they're going to say.

1ù. After they've finished, count to two (silently, of course). This ensures

they're done, plus they might continue with even better information.

19. Be confident in your questioning. One reason reps ramble with questions

is that they're not prepared or confident. Prepare

your questions. Role play them-with yourself if necessary.

20. Always know where you'll go with answers. Regardless of the answer.
21. Follow up their answers with related questions. Too often reps work from

a rigid list of questions, losing the opportunity to pick up on prospect

statements which are just the tip of the iceberg of their real feelings. For

example, if a prospect said, "I believe the main reason production isn't

higher is a lack of motivation. The best move is to follow up with, "I see.

What specific signs of poor motivation have you noticed?", or, simply, "Tell

me more."

22. Quantify the problem whenever possible. "How often does that happen?"

"How much do you think that is costing you?" "How much

time does that take?"

23. Resist the tendency to present. Some reps get so excited when they

hear the slightest hint of an opportunity, that they turn on the spigot of

benefits. Hold off, ask a few more questions, get better information, and

you're able to craft an even harder-hitting description of benefits, tailored

precisely to what they're interested in.

24. Learn more about the decision-making process. There could be many

behind-the-scenes influences on the decision. Ask about actual users of your

products/services, anyone else who could influence it, who

has to sign off on the ultimate decision or OK the money for it, and perhaps

people who would rather not see it happen.

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25. You should only talk about your product/service after knowing

specifically how it will solve the problem, meet their need, etc. Then you can

tailor your remarks specifically and personally for the listener.

26. Get feedback during your discussion of benefits: "Do you feel that would

work for you?". "How do you feel that would solve your problem?" Some

trainers might tell you that gives the prospect an opportunity to tell you

"no." Precisely. And that's good. Because if there's a problem, and they don't

see enough value in what you've presented, now is the time to find out.

27. Avoid the question, "Anything else?" when attempting to up sell. Just

like when a convenience store clerk asks the same question, the answer is

usually, "No." Instead, give them a suggestion, and help them answer. For

example, after they agree to buy an item, or a service, say, "Many of our

customers who get _____ from us, also find that ____ is also very beneficial

for them. What are you now doing/using/buying in that area?"



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2ù.This is not the major event in a telemarketing sales call. It's the natural,

logical, validation of the professional sales process up to this point. But you

still must ask. Commitment must be gained on every contact in order to

move the process forward. If there is to be a follow-up contact, and

information is to be sent or faxed, there must be commitment on behalf of

the prospect regarding that material.

29. Ask large. Think big. Buyers will often move down from a large

recommendation, but they rarely move up from a small one. Those who ask

the biggest have the largest average order size. Never suggest more than is

in the best interest of the customer, but not making a large enough

suggestion when appropriate is actually hurting the customer.

30. When in doubt, ask. Do you have a foot-dragger in your follow-up file

who is perched squarely on the fence? Ask for a decision! Get some

movement. A "no" today is better than one six months and 15 additional

calls from now. Move them forward, or move them out.

31. If you're going to schedule a follow up call, get a commitment of some

type. Why would you call back otherwise. If they won't commit to doing

anything--reviewing your literature and preparing questions, surveying their

existing inventory, etc.-they likely have no interest.

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32. Objections can be avoided by doing everything else correctly up to this

point in the call. When they do occur, resist the tendency to attack in

defense. You must back up and revisit the questioning stage of the call. The

voiced objection is simply a symptom of the real problem. Start by saying,

"Let's talk about that."

33. If you have an indecisive prospect, get their mind off the buying

decision, and on the problem or pain. For example, "Jan, let's look at this

another way. What would happen if you did nothing about the situation?

Remember, we detailed the fact you're missing sales opportunities every

day. What will that amount to over just the next six months?"

34. Most price objections start in the mind of the salesperson. Many sales

reps aren't 100% sold on the value of their product, therefore they're apt to

offer price concessions even when the prospect doesn't flat-out ask, or they

present price with a shaky tone of voice. Ask the right questions, present the

results of what your product/service can do, and state the price boldly.

35. Avoid Common Objections Mistakes: Using slick, prepared, objection

rebuttals that only tell people they're wrong and intensifies the resistance;

giving up before attempting to understand the reason behind the problem.

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36. When sending information, samples, demos, etc., know precisely how

they'll evaluate the material. How will they know if they like it? What criteria

will they use? This way, you'll both be clear as to what would need to

happen in order for them to buy.

37. When sending material, prepare them as to what they should look for.

Otherwise, they'll get a package of materials and say, "Oh, there's a

package of materials," and then toss it on the mountain of other stuff in

their office. But, if you tell them to look for the catalog that will be opened to

the page with the product they are interested in, and you'll have the three or

four models highlighted that are most appropriate for them, there would be

a greater likelihood they'd look at it.

3ù. The success of your follow-up call is directly relational to what you

accomplished, and how you ended the previous one. Never say, "I'll send

you out some stuff, and we'll go from there." From where? Summarize

agreed-to actions by both parties, including what happened, what they're

interested in, and what will happen next. And set the agenda for the next

call. Makes it so much easier to prepare for the follow-up call, and helps you

avoid starting calls with the useless question, "I sent you the material, didja

get it?", or "Whatdidja think?" For example, "Ok Pat, I'll send the proposal

detailing the quantity price breaks. What you'll do is compare that to what

you're getting now, and if we're within 5%, you'll agree to a trial order on

our next call, is that right?"



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39. You never have to experience rejection again. After all, what is

rejection? It's not an experience-it's your definition of the experience. So,

ensure that you accomplish something on each call, and you can hold your

head high with a sense of achievement. Remember, a decision of any type is

better than shadow-chasing someone who will waste your time with wimpy

or misleading statements that cause you to believe there's a chance, when,

in fact, there's not.

40. A good way to end a call where you don't accomplish your primary

objection (and to never experience rejection) is to plant a seed for the

future. Give them something to look for, based upon what you uncovered

during the call ... something that might just cause them to call you back. For

example, "Pat, it looks like we don't have a fit here, today, but I suggest

that if you ever find yourself needing an emergency job finished, and don't

have the staff to handle it, give us a call. We specialize in those type of

projects, and would love to talk to you." Everyone has been surprised by

those written-off prospects who later called to order. This is a way to

proactively make it happen more often.

41. Imagine every day is the end-of- quota-period day. I've noticed that

reps tend to pick up the pace and behave like tornado in a hurricane when

they reach the last couple days of a quota period, doing whatever is

necessary to squeeze out those last few sales. When you coast, you're going

downhill Get focused on a goal, and pursue it with single-minded

determination.
42. As a sales professional using the phone as your main method of

communication, you perform a function that very few people in the world

could do well, or would even want to try. And that's persuading someone to

take action and make a decision, based almost solely on the words and ideas

that come from your mouth. It's quite an awesome feat when you think

about it. And do think about it. It takes a talented individual to be able to do

that well. You are that person. Feel proud of what you do, and always strive

to get better!

 
 


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What is the purpose of the call and more importantly, what do you want the

recipient to do as a result of this call?

,* 4-'

You won¶t always be able to get a firm commitment from the prospective

customer so strive to achieve a minimum achievement from each call. This

may be obtaining their email address to which you can send further

information, or to arrange a secondary call. It¶ll also do wonders for your

confidence and morale knowing that you¶re achieving a positive outcome

from many calls.

 †* 4

This doesn¶t mean that you have to read it. Just have a clear outline of what

you plan to say, questions that you can ask to encourage a sale, and how

you plan to close the call.

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The first 10-15 seconds of the call are vital. Look to engage the customer

with a friendly ³Hello, how are you?´ Don¶t launch straight into a sales pitch.

Also, people like to feel unique. ± don¶t say ³I¶m just calling people in your

area«´.

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Check that you are speaking to your target consumer.

1* D 


If during the first couple of sentences the customer indicates that they are

not interested in your product, accept this and thank them for their time.

Don¶t be pushy. The only exception to this rule is if it¶s obvious that the

customer has misunderstood your product or service.

2* 3

Believe in your product or service. If you don¶t believe that the person you

are speaking to needs it or can benefit from it then neither will they.


ù*  å

Time is money, both for you and your potential customer. Don¶t waffle ± be

clear, concise and get straight to the point.

4*  $

Not aimless questions, such as ³How¶s business?´ but questions that

illustrate the benefits of your product or service whilst also being problems

that they are likely to be experiencing. For example, if you¶re a shipping

company that can track orders you could ask what they do when they get

enquiries from customers about where there goods currently are and when

they will arrive.

)5* 

Have a script but don¶t sound like you have one. There¶s nothing worse than

someone sounding like they are reading from a book.

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This sounds obvious but not wasting time can produce huge benefits ± fitting

in double the amount of calls in the same space of time can turn an

unprofitable telemarketing campaign into a profitable one.

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During telemarketing you will encounter many indecisive people. These

people see a potential benefit in your product but are afraid of risking their
money. Turn the scenario around and ask them what would happen if they

did nothing about the situation? This turns the perceived risk around,

making purchasing your product appear to be risk-reducing.

)†* # å

Indecision often originates from the telemarketer. They don¶t feel there are

sufficient benefits and begin offering price reductions far too quickly. See the

value in your product or service and state the price confidently.

).*




Don¶t be afraid to ask for a commitment. A µno¶ today is far better than a µno¶

a few months and many calls later.

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 6

When sending over information tell the prospect what to look out for.

Otherwise they¶ll see a couple of brochures and add it to all the other stuff in

their office.

Telemarketing is one of the most disliked tasks as voted by small business

owners. However, with the right frame of mind it needn¶t be. Don¶t think of a

µno¶ as rejection ± much better that the prospective customers says that now

than misleading you only to say no later down the line. Think of it as their

loss rather than yours.

 Remember that you can always plant a seed for the future, telling the

prospect that if they ever encounter a certain problem they should give you

a call and you¶ll sort it out. It¶s amazing how many people think about this

after the call and make an order a month or two down the line.

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Today telemarketing companies are no more less than any multinational

company or an international firm not only because they have a high turnover

like them but also because of the scope they have to spread in the spectrum

of the business. Telemarketing companies can be a small also as well as

large. In small company number of employees range anywhere from 2-20

where as in a large firm it scales from hundreds and thousands. Basically

small telemarketing companies are one which provides services at domestic

level and large companies are one which do business at international level

but there is no compulsion as such like in India Reliance telecom, Yellow

pages etc..provides services at international level but have hundreds of

employees in the firm.

In India, international telemarketing has created a strong base and is

considered to be a hub for telemarketing. The major business sector which

supports telemarketing company are Airlines, Finance, Telecom etc..In India

there are few major cities which have big telemarketing company like Daksh,

JP Morgan, E-funds and many more. Though they are named not as

telemarketing companies and known as call center still they do the same job

and cities which support this business are Noida, Bangalore, Mumbai and

Pune beside these there are many cities having telemarketing companies

established long back but at small level. What supports India to have strong

base for telemarketing companies are cheap labor, large English speaking

force, IT industry boom and low capital investment. Beside India other

countries which is been succeed in giving the business of telemarketing are

US, UK and Canada.


 OUTSOURCING TELEMARKETING SERVICES TO INDIA
?

India accounts for over 40% of the global BPO market. Of the top 10 BPO

destinations in the world, five are in Asia, with India's dominant share

ensuring that nearly 26% of South Asia's exports come from services. Within

services, the key segments are business process outsourcing and short-

term migration.

The BPO industry in India doubled in size last year, to $6.3 billion, and is

expected to clock 37% annual growth over the next five years. Large

multinational companies have demonstrated their growing confidence in Call

Center Outsourcing and in India as an outsourcing hub, by signing multi-

million-dollar, long-term BPO contracts with trusted Indian outsourcing

service providers.

33 
 
 ,

Offshore outbound telemarketing services is one of the key services offered

in Outsouce2india through its highly sophisticated call centers. O2I's

telemarketing services can help you in building leads, customer databases

and also help you in finding new customers.

When global companies outsource telemarketing to O2I, they benefit from

significantly lower costs, proven process quality and access to a trained,

computer-literate, college-educated workforce with good presentation and

communication skills.

 
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Our experience across a number of industries has provided us with the

ability to customize our inbound telemarketing service to suit any situation,

any business, any industry:

r? Communications

r? Pharmaceutical

r? Consumer and Industrial Goods

r? Financial Services

r? Healthcare

r? Insurance

r? Retail

r? Travel & Hospitality

 
 

Outsource2india's offshore telemarketing services include:

r? Telemarketing lead management

r? Lead Generation Services

r? Decision Maker Contacts

r? Appointment Setting Services

r? Debt Collection Services

r? Database Services

r? Market Intelligence Services

r? Product Promotion
r? Research Surveys and Polling

r? Customer Satisfaction

r? Telephone and Web Based Business Development

r? Up Sell/Cross Sell Campaigns

r? Direct Mail Follow-up Services

r? Seminar Population

At Outsource2india, call center recruitment follows a simple three-step

process, which is very stringent and allows no loopholes or chances for any

slack during the process of choosing the right people.

Set on a fast growth track, the BPO industry in India is faced with an

unprecedented entry of young, educated talent. Statistics prove that

attracting the right candidates, training, and most significantly retaining

them is one of the main challenges faced by the call center business in India.

O2I's call center recruitment and training process ensures that our call

center is staffed with world-class personnel, and manages one of the lowest

employee turnover levels in the business. Outsource2india¶s team of

customer service agents empowers clients worldwide towards consistent

business growth and higher operational efficiency.