What is telesales?

Telesales, which is typically incorporated into the well-known contact center, can be defined simply as the process of selling products or services to clients over the phone or other digital channels.

To promote the sale of goods and services and/or foster customer loyalty, our contact centre‘s telesales representatives are tasked with contacting not only prospects, but also existing customer portfolios.

In addition to allowing the customer to make the purchase during the call, our telesales operators are able to guide the consumer from choosing the services that best suit him to making the payment, In this way, the company can not only achieve sales, but also foster a culture of greater proximity to the customer.

Some people confuse telesales with telemarketing, a service also offered by Leverage, but it’s important to stress that although both concepts involve using the telephone and/or digital channels to make a sale, there are many differences between them.

For example, when a telesales operator contacts a customer or is contacted by a customer, the goal is to convert the opportunity into a sale, turning the prospect into a customer or generate repeat purchases by an existing customer.

In telemarketing, on the other hand, the purpose is not to make a sale during the phone call, but to generate interest in the company’s products, producing quality commercial leads. If the caller shows interest and wants to buy the product, the telemarketer will transfer the call to a telesales operator.

So, in summary, we can say that telesales is directly linked to the sales sector of the organization, while telemarketing is linked to the advertising sector.

Differences between telesales
and telemarketing

Active telesales VS Receptive telesales

Telesales can be carried out through contact from the operator to the client – outbound – or from the client to the contact center – inbound.

The first situation is called “active telesales” and presupposes the existence of a list of commercial leads from new or existing clients, while the second is called “inbound telesales”.

The operator of active telesales must have completed specialized training where, among other things, the capacity to persuade and handle hostile behaviour was strengthened.

In the case of receptive telesales – those in which customers call the company – the operator must be prepared to classify the interlocutor as a prospect ready to make the purchase or as a prospect who could conclude the purchase after some persuading techniques.

As a result, the operator must be enthusiastic about the contact in both situations and lead the customer through a presentation of the advantages of the product or service they have shown interest in, up until the sale is made and the lead is closed.

Telesales Advantages

Leverage has a sales-oriented, motivated and results-oriented team that can help your company take advantage of the many benefits of making sales via the telephone channel:

  • Reduced cost of sales by increasing conversion rates while reducing travel expenses and the number of face-to-face salespeople.
  • Access, during the call, to an omnichannel platform that provides a contextualization of the prospect and all his interactions with the company, empowering the operator responsible for making the sale.
  • Possibility to reach a much larger number of prospects than in person.
  • Create a positive image of the company through humanized contact.
  • Convert and enrich leads through telephone contact.
  • Potentiate other sales channels of the company through a coordinated joint action.

Get in touch with us, so we can discuss the ideal telesales approach for your business.