is a direct marketing method, where a salesperson directly connects and solicits the potential customer to purchase the product or service either on web face to face engagement or over the phone. Its primary purpose is to make a sale. Telemarketing is done through calls or recorded messages, which is called automated telemarketing. A telemarketing process consists of two calls. The first call aims to understand customer needs, followed by a call to motivate him/her to make the purchase decisions. Apart from sales, the business uses a telemarketing campaign to collect product or service feedback, customer satisfaction, brand loyalty, etc. It is, along with digital marketing, is one of the most effective tools to interact with customers.
Moreover, it is cost-effective, and target focused. If outsourced, its cost can be minimized even more. You can reach a wider audience through the web or phone. The data collected is measurable. In addition to that, the business can share a lot of information if the script is well thought and structured. If it is not used sensibly in telemarketing, it can become a nuisance for the customer creating a negative brand image. On the other hand, if logically and strategically used, it is one of the most effective tools to develop and maintain customer relationship based on customer loyalty and trust.
Customer Sales Representative
Sales representatives are the link between the business, its present, and future customers. They are the contact between the business and its customers. The Sales representatives help the existing customer have the right services or products. Not only that sales representatives identify the customer leads, pitch the product or services to the new prospective customers. Sales representatives showcase and sell the product or service offered by the business. They are vital for the product/service success as they promote it to the customers and a wider audience. The skillset needed by quality sales representatives varies with the product/service they are selling. In addition to that, the quality sales representative possesses excellent communication skills. He/she is emotionally intelligent, convincing, and persuasive.
It is equally important to understand the market inside out. Furthermore, problem-solving skills, effective listening, and analytical skills complement the sales representative’s performance and quality.
Besides, having a skilled and talented sales representative team helps the business reduce the cost of sales. The business can access a wider audience and dig deep into the targeted market with a superior sales representative team. Therefore, they willingly invest in the Sales representatives and aim to groom their skills to perfection. A highly experienced, and more aggressive sales force has a direct positive impact on sales.
Customer support Representative
Customer service representatives interact with current and potential customers to answer their queries, handle complaints, provide information, and process orders. A good customer service representative possesses good communication, computer, and problem-solving skills. It holds critical significance for the business as brand loyalty, commitment, and trust primarily depend on their customer support experience. They are the front line warriors of the business. Mostly they have to deal with angry customers and sensitive cases. Therefore, a quality Customer supports representative possesses a high level of emotional intelligence. He /she can put her/him in the customer’s shoes, listen to them patiently, and resolve their issue with a positive attitude. The customer needs wants, and expectations are ever-changing. The Customer support representative should be flexible and should adapt to change to complement the changing customer needs. Moreover, excellent communication skills are essential for quality customer support. Not only that, he/she should understand his/her product, goods, and services comprehensively. Critical thinking and problem-solving skills groom the customer support representative’s ability to handle tricky and challenging scenarios. Furthermore, the business needs to hire the right people for the job and provide them with the necessary training to groom their skills to perfections.
Technical Support Representative
Technical support representatives are alternatively called tech support reps. They are responsible for providing customer assistance in troubleshooting technical difficulties. Technical Support Representative varies in location but works typically from the call center. It can be either insourced or outsourced, both having their unique advantages and drawbacks. It has pivotal significance for the business and total customer experience. The customer-centric company uses a technical support system to take the maximum what a customer can out of their product and service. There is a difference between the customer support representative and technical support representatives. The tech support reps are responsible for ensuring that customers use the product or service more efficiently. Technical support is divided into five levels, including the following:
- Pre support
- 1st Line support
- 2nd Line support
- 3rd Line support
The business can maximize customer satisfaction by applying five technical support levels as only experts answer all the queries. Technical support representatives are equally crucial as the sales team because the business needs to go the extra mile to retain the customer. Tech support reps do that by making the customer fantastic and expert in using product/service. Moreover, the technical support representative should know the in and out of their product/service. He/she should be a good listener with a positive and proactive problem-solving attitude.
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