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Sales can be an exciting yet stressful career. I'm talking about "Outside" sales, in which you are an
Independent Contractor, making your own hours, setting your own appointments with potential
clients (also known as Cold Calling), and attending these appointments yourself, as well as team
meetings, conferences, and seminars. It can be a load on your schedule.
There is a lot of Psychological and Social Skills that one must possess to be in this type of profession,
but most of all, you have to learn how to deal with stress, because sometimes you have to work long
hours on a lot of days to make any profit or commission (whatever the form of pay may be.), not to
mention all of the people that you have to deal with on a daily basis.
Please be professional and courteous with all of your customers and transactions, and be willing to
help and assist them in any way. This is a vital key to success and the growth of your client database,
and will make you feel better about yourself and what you are doing.
So, let's get started. First of all, It is CRUCIAL that you "believe" in your product. No questions
asked. If you don't believe in your product, then the person you are trying to sell it to will not either.
This is NOT a "fake" belief, or something you can put on like a "fake" smile. You have to "genuinely"
believe in what you are selling. So, if you don't, I suggest you find something else to sell.
Now, before we go any further, we are going to talk about "Cold Calling" a little bit. This is a vital part
of your achievement in what you do. It all STARTS with the first contact, and we all know how vital a
first impression is. Cold Calling is "similar" to telemarketing, except I never suggest that you just call
random people out of the phone book. You can get yourself in a lot of trouble this way. What you do,
is you use "leads", from previous customers, so when you call a NEW POTENTIAL customer, this
way you can make it personal:
For Example (Your initial statement upon receiving an answer on the telephone while cold calling)
"Hi, Leo, I was speaking to your friend, Debbie Smith, the other day, and she was very interested in a
product that I'm offering. She said that you may be interested in this as well, and that the same time,
you will be helping me out."
Now, Let's analyze this!!!
First of all, you are calling the person by their "first name". This creates a sense of informality and
you are being PERSONAL (but not too personal). Second, You have mentioned somebody that THEY
KNOW, so they are less likely to hang up on you. (Probably the most important thing about this
tactic) And, you are not lying when you said that "She said you may be interested", because you
actually received this person's information by telling (example person: Debbie) at a previous
appointment, "Write down a few people that you think would be interested in this product." (more
will be discussed on this tactic later on). With this approach, "Leo" is more likely to have an open
mind about what you are offering BECAUSE "his friend" SAID that he may be interested in it.
AHHA!!! And finally, Last, but not least, You finish by stating that she will be "helping you out as
well". See, people have a "natural" tendency to want to help people when they are in need.
If you give them a chance to think it over, your chances of an appointment, and virtually a possible
sale, has diminished. Most likely, if you use the Cold Calling tactic above, you won't have much
resistance. But if you do, just let it go, and move on. You are only wasting YOUR time, and you know
what they say in the world of business, "Time is Money".
However, let's say you do get a positive response: My first tip for you is to not schedule appointments
to far into the future. (Basic principle: Try to make them within 1-3 days, 5 days "at the most" of the
initial call.) This is because, after awhile, this person may forget about the appointment, or even
more likely, something may come up in their schedule.
Doing a Little Extra To Make Sure That They Keep the Appointment
Only Target Specific People for Sales
Attending Appointment: Sales Pitch
The most crucial and important tips that I can give you that underline everything that you do is be
positive, smile, use humor, and be professional yet personal at the same time.
Simply say, "Mrs. Smith, I understand that you have questions, and I am more than willing to answer
them, but can I please continue on with the presentation before I answer any of them. You have my
word that when I'm done, I will answer any questions that you have." IT'S AS SIMPLE AS THAT, and
it almost always works.
Closing The Deal
A lot of "professional" Sales Reps. Forget this. That is to close the deal. When you are finished with
your sales pitch, YOU MUST come right out and ask, "Does this sound like something you'd be
interested in?" or "Do you think you could benefit from this?", "Are you interested in this?", or even,
"Do you want to buy this?" You HAVE to ASK, or the person is never going to give you a direct
response, and more than likely will lose interest.
"Not Asking", but Insisting for Referrals
Receiving referrals (leads) is the central most important thing that keeps your operation running,
and a lot of people will be hesitant to give them to you. SO, you must INSIST that they supply some.
Here is what don't do: "Mrs. Smith, I'll understand if you don't feel comfortable, but can you, uh,
please give me some people that may be interested in this?" NOOOOOOO!!! Here is what you do:
Have a piece of paper ready. Have a pen ready. GIVE IT to "Mrs. Smith" and say, "Do me a favor and
write down at least 5 people that you believe would benefit from this product." In this second
example, you are not "asking". You are not "giving them a choice". You are commanding, "DO me a
favor". This alone, will make you more successful in getting referrals. Most likely, they will comply.
But, this isn't the end of it. Before they are finished writing that last referral, say something like,
"Thank you, You are doing a great job, Go ahead and write down 5 more." They are already writing,
so they are most likely to continue. You can do this all day long. I've known of Sales Reps. that have
received 50 referrals from one person by continuing to do this.
Now for a small tip: You can request further details about the referrals, so that you will know if they
are a person that matches your "target".
informed decision.
Outbound Sales Agent interview questions for Face to Face interview:
- How do you propose to compensate for your lack of experience?
- Why did you leave your last job.
- What do you think is the greatest challenge facing Outbound Sales Agent today?
- What major challenges and problems did you face?
- What's the best movie you've seen in the last year?
- Why do you believe you are qualified for this Outbound Sales Agent position?
- What is your personal mission statement?
Show your qualities that will enable you to be successful in this position.
The best policy is to be honest with yourself, and be honest with the interviewer.
Let the interviewer know that you focus on getting the most important things done first.
Outbound Sales Agent interview questions for Phone interview:
- How much preparation on files for trial do you do?
- What are key tasks for Outbound Sales Agent?
- Give me an example of when you have done more than required in a course.
- Could you describe a difficult problem and how you dealt with it?
- What do you consider your strengths and weaknesses as Outbound Sales Agent?
- Give me examples of projects tasks you started on your own.
- What is your expected salary?
A good strategy for these types of Outbound Sales Agent interview questions is to brainstorm a list of
your top ten best qualities. This is your chance to show your depth and dimension as a person. If you
have changed careers make a logical argument as to why you did so.
Outbound Sales Agent interview questions for General job interview:
- Do you know anyone who works as Outbound Sales Agent at this company?
- Your greatest weakness in school or at work?
- What personal weakness has caused you the greatest difficulty in school or at work?
- Have you gone above and beyond the call of duty?
- Give me an example of when you have done more than required in a course.
- Did you ever postpone making a decision? Why?
- What are you most proud of?
The vast majority of companies value a collaborative work style. Let the interviewer know how the
company's mission reflects your values. Having a plan for your future demonstrates motivation and
ambition, both of which are important qualities.
Outbound Sales Agent interview questions for First interview:
- What are your salary increases?
- Give an example of how you set goals and achieve them.
- Tell me about your work experience? How has it prepared you for Outbound Sales Agent job?
- What questions do you have for me?
- What did you like least about your last job?
- Are you planning to continue your studies and training for Outbound Sales Agent?
- What motivates you to do a good job?
Your preference may also depend on where you are in your career. How you respond to these
Outbound Sales Agent interview questions may be a litmus test for how well you'll fit into the
organization.
During the Outbound Sales Agent interview, detailing how you work with others is important.
Outbound Telemarketing
These questions are often asked of candidates aspiring to a position as a
telesales representative.
If you are currently working or worked in the past, it is one of the most obvious questions you would face. So, you
must go prepared with a good answer for this..................
Read Answer
Would you leave us if another company offers you 2K more than us?
By asking this question the interviewer tries to analyze if the candidate will leave the job for a couple of thousands.
Recruiting a candidate costs money to the company..................
Read Answer
Sell a product
Pen/Watch are common products as they come handy. Sales is one of the most difficult jobs and you need o prove
that you can sell the product to someone who does not actually need it, you need to:
Focus on how the products features and how it addresses your potential customers needs
Be persuasive, confident, and lively
Do not list down the features of the pen, be creative and think about the situation when you will need a pen
desperately
One such example would be, signing a check; you could give a blank check to the interviewer with your sign and
ask him how it would be like to have a pen in this situation.
You will need to consider your customers concerns and how to handle them. Your interviewer might counter your
points, but keep your cool and focus on addressing those concern. Show your willingness to take up the challenge.
What have you found the most challenging aspects of working in a call center?
How have you handled these challenges?
Be aware that call center interview questions like this are not asking what you don't like
about the job but what you find a challenge. Focus on a couple of job aspects and describe
the steps you take to manage them. Examples include dealing with angry and aggressive
customers, excessive client expectations, the pressure of meeting performance targets and
maintaining an enthusiastic and positive attitude over long shifts.
What do you consider the key criteria for a successful call center?
This call center interview question explores your understanding of what a call center should
deliver. A successful call center provides what the customer wants including reliability,
consistent performance and responsiveness that is both fast and willing. Discuss metrics
such as response times and resolution rates as a means of calculating efficiency. Customers
want knowledgeable, professional and accurate responses from call center agents.
A prospective employer will explore your knowledge of the company.
What do you know about our company?
You are not expected to be an expert on the company but you are expected to have an
interest and basic understanding of the organization. There are a number of excellent
resources you can use to find out about the company before your interview. Go to Job
Interview Information to find out more.
Expect straightforward questions about your call center skills and experience.
What is your typing speed?
Have an accurate answer ready. A number of candidates don't know their typing speed and
this creates a bad impression with a prospective employer. The call center interview
questions that follow also demand an accurate and detailed answer. Have the information
ready for your interview.
What is your average daily call volume?
What is your average first call resolution rate?
What is your average handle time?
What industry software are you familiar with?
Interview
General Skills for Customer Service Representative
Recommendations
You are scheduled for an interview for an entry level position as a Bank Customer
Service Representative for the City Bank. You will be asked questions about your
relations with your superiors, your learning abilities and aptitudes.
See Recommendations after you go over the questions and answers below.
Question: Tell us about yourself.
Focus on the aspects of your experience that apply to this position.
Answer: I graduated from Boston University in 2006 with a major in Business Administration. I was
a top student in my major study in college as I expected of myself to be. I was involved in extra
curricular activities. Extra curriculum activities helped me develop interpersonal skills. Then, I took a
Customer Service Rep position with HSBC in New York for two years. In this position, I was given
front-desk assignments. I served to customers directly face-to-face. The tasks this position entailed
were: I looked up information on the computer for customer inquiries. I answered customers'
questions on the phone, transferred calls to appropriate offices. I listen to customers' complaints and
offered alternatives for what action to take, or people to contact. I made telephone calls to customers
for emergency purposes. I answered questions on interest rates on savings accounts. I escorted
customers to appropriate offices when needed.
Question: What skills did you learn on this job?
Answer: First and foremost I have learned people skills: how to listen, how to answer questions and
how to deal with difficult customers. As for technical skills, I have learned a lot about banking
transactions, how to look up information on the computer for customer accounts, interest accounts,
and service charges for business accounts. I learned how to trouble shoot computer problems, deal
with downtime problems. I also learned database accounting interfaces my bank uses. They are
universally the same, but also different in terms of layout, data storage and access to customer
accounts.
Question: What experiences have you had that demonstrate your skills in dealing with
difficult customers?
Answer: During my customer service representative position I had developed a sense of keeping
my calm with difficult customers. This position helped me focus on people skills in dealing with
customers in person and over the phone. I learned how important it is to listen well, make the
customer feel I understand his/her point.
Question: How did you handle angry customers? Assume a customer is yelling at you. How
would you deal with the situation?
I have seen "angry customers" first in my customer service rep position. In dealing with angry
customers, I have come to know this: most effective strategies always entailed patience, giving
appropriate help to the customer, being polite yet firm. If I did my best, then I would take on the next
step; I would report to my supervisor. Or, I would remind the customer we would contact him/her
shortly with an answer to the problem.
Question: A customer calls and tells you that, because of some unusual circumstances, he
needs more time to make his payment. Assuming you have the authority to make a decision,
what information would you need to make a decision on his request?
Answer: I would consider the payment history of this customer. According to the customer's
payment history, I would tell the customer's what options he or she has. First the company's policy
for delinquent customers, interest charges for delinquency--30-days, 60-days and 90-days. I would
politely remind the customer of these three delinquency terms, and which one best fits his/her
payment history. Then I would explain interest terms, rates for each delinquency term.
Q: Dealing with a high volume customers is a fact of this job. Tell me how you worked under
pressure in a fast-paced environment. How were you able to perform successfully under
pressure?
Answer: In my position with HSBC, I was expected to type when taking calls, sometimes heavy
volume calls. I followed my supervisor's instructions on how to handle high-volume calls. I answered
calls after three rings; I listened to the customer briefly and then asked the customer to hold on and I
would get back to him or her shortly. Or, I would turn on a tape-recorded response for the customer
to listen to if I needed more time. On the switch board I would pick up the calls in the order they were
received, and then give an appropriate brief answer to the customer's inquiry. Because I was trained
on what to say on most frequently-asked questions, I effectively handled customers' questions. After
I was thorough with the customer's calls, I would resume my typing.
Q: Is the customer always right?
A: The customer may not always be right, but I must put my best face to the customer's demand.
Because, first I am working for a business where we need them to have a business. Second, I am
dealing with a human being; and, maintaining professional demeanor to serve the customer is a
must. I've learned that nothing is as more helpful as serving the customer with professional
demeanor. To a difficult customer, I would apply the grand rule: Be calm, don't argue with the
customer; do your best.
Q: Why should we hire you?
They usually ask this question at the end: "Tell us why should we hire you if we have other
applicants as good as you are?" This means: in order to choose you over other applicants, you
should come up with a skill or trait that is rare. Think about your good traits and talk about them. For
example:
You are a problem solver, you can handle stress, you listen well, you work well under stress. You
are a leader to inspire others to do their best; you are a team worker, you know how to work with
others. You must have one or two of these qualities that may clearly distinguish you from other
applicants. Many applicants will probably have the same type of skills, such as they may all meet
education requirements and experience for the job. What makes you an outstanding applicant is a
unique quality you can offer. So, for example, not every body will have leadership qualities; not
everybody has an interesting personality. Many of us may be good workers but not leaders, have
good personalities but just average. An applicant who can offer the most will be hired. If you have a
unique quality, talk about it.
Question: How many languages do you speak?
For this question, you must speak fluent English if you are to work with English speaking customers.
Improve your English by working at it everyday, by utilizing Internet resources. See our conversation
lessons.
Answer: I speak Urdu, Russian or Hindu or Tagola as my first language, and English as a second
language. Please note whatever language you speak, you will be told the level proficiency required
for the position.
General Skills for Customer Service Representative:
o
o
Learn about the skills needed for the position and write them down for the interview. You
definitely want to emphasize people skills, technical skills, and problem solving skills. Think
of an example or two for each. Also, if you are experienced in this line of work, for example in
high call volume (call center experience), put it down on your resume. If the company invites
you for an interview, they must have liked your skills on your resume for the Customers
Service Representative position. So, talk about those skills in your resume.
Role play with someone to mock the interview and to answer questions.
Learn about other skills needed for the position and write them down for the interview Think
of an example or two for each. Also, if you're experienced in this type of work, in high
telephone call volume, put it down on your resume.
Have a copy of your resume typed and properly formatted. Include references in case the
company would like to check up on your background.
During the interview if you are relaxed, you will do well. So practice relaxation before the
interview, learn how to maintain your calm in a stressful situation. If you do meditate regularly
before the interview, that will help a lot.
Interview Demeanor:
Be positive.
Be courteous and pleasant.
Listen well. Speak clearly.
Have eye-contact.
Do not over-produce yourself.