Resource: Inbound Telesales

As an inbound telesales representative, your primary task will be to answer phones – then sell to the person on the other line! In an inbound telesales situation, prospective customers may be calling for any number of reasons. Perhaps in response to an advertisement on TV or radio, or direct mail marketing; to place an order from a catalogue or off an e-commerce site; to access customer service or product support at a large company.

In response to phone calls, you might help clients with enquiries about their accounts; you might try to recommend related products or product upgrades; or, you might answer questions or concerns about the products or service. You may also need to input customer information, or receive orders.

Inbound telesales representatives work in a variety of environments. You might work in the sales or customer service department of a large company; for a small business or private firm; or a charity or no-profit organisation. Telesales representatives can also work at large call centres, which take on a number of different clients who wish to outsource their telesales. In some specific positions, you may be able to take calls from your home.

In general, the compensation is decent, but not outstanding. However, the entry requirements are fairly flexible, and phone sales jobs offer excellent experience as a stepping stone to a more prestigious sales job.

Inbound Telesales: Past & Future

Inbound telesales is no longer in its heyday; the mail order catalogue business has suffered somewhat in recent years, as people are now more likely to shop online than to phone in orders. However, even internet-based companies still employ sales representatives to interact with customers who have questions, need individual support, or feel more comfortable giving their payment information over the phone. So plenty of opportunities still remain. The friendly phone sales rep will never be completely replaced by the internet order form!


Inbound Telesales: Do you have what it takes?

To excel as telesales representative, you will need to have a few important traits and abilities:

• You should have good phone skills, and a clear speaking voice.
• You must be friendly, well-mannered, and polite, with the ability to deal tactfully with many different kinds of people.
• You should be able to multi-task and perform comfortably under pressure. It's not uncommon to have calls coming in every minute, with new calls waiting on a second line. If you work in a call centre, it is likely that you will have other sales representatives working and talking around you. You may need to type and input information on a computer while talking. .
• A degree is generally not required.



A Career in Inbound Telesales: The Payoff

If you love to sell, telesales is a great way to use your talents. It offers the opportunity to focus on sales almost exclusively, since almost all your time is spent directly interacting with potential customers. It's also a great way to hone your sales techniques, improving your skills to increase your marketability in the future.

Inbound telesales can also be more enjoyable then outbound telesales. Since prospective customers are already "warm" when they come to you, they are more receptive, and landing the sale is a less challenging prospect.

Pay is usually decent, but not great, although in some positions it can be quite high. Through the commission structure, you have control over the money you earn, and can continue to improve your earnings by increasing your sales rate. There is plenty of room for advancement in position and pay, providing ongoing stimulation and motivation.