First-Class Money: A Guide to Telesales Training

Author: Zhang Xianbo
Publisher:
Publish Date: 2005-10-01
Features: The performance of an excellent telesales person can match that of three flagship stores. If you are a telesales person or a sales manager, and you want to improve your skills, this book is written just for you! Telesales has developed for a considerable amount of time in foreign countries. DELL should be one of the first companies in China to truly engage in telesales. Its performance in China over a mere five years demonstrates that the practice of telesales in this country is successful. This book discusses the application of the telesales model in enterprises from a strategic perspective and elaborates in detail on the process, techniques, and tools of telesales. This book will contribute to the popularization of telesales in China and serves as an excellent telesales training manual.
—Zhao Min, Founder, Chairman, and CEO of Zhenlue Junce Management Consulting Group Co., Ltd. of New Century Group
Telesales, as a business form of call centers, will expand into a key capability for enterprise customer relationship management. DELL's success indicates that telesales can become a core competitive advantage for businesses. Many companies, including those that rely on call center services, either fail to recognize, underestimate, or have yet to master this important capability. Zhang Xianbo writes this book based on his practical experience in the industry, particularly with international successful enterprises, rather than from the perspective of a "product compiler," providing actionable guidance for salespeople and managers. As everyone continues to explore, summarize knowledge, and refine theories, call centers will truly become comprehensive contact centers, eventually evolving into interactive centers capable of competing effectively with international enterprises and creating more complete customer experiences.
—Yuan Daowei, Expert in Call Centers and Customer Relationship Management
With the widespread application of call centers (Call Centers) and the increasing maturity of e-commerce, telesales and telesales are rapidly expanding and becoming more popular. Because telesales is a cost-effective, labor-saving, and efficient sales model, more and more companies are interested in this model and are beginning to try it. This book systematically introduces the characteristics, advantages, and processes of telesales and telesales, the techniques of telesales, and provides practical tools and templates that telesales personnel need. It also cites numerous real-world cases, combining theory with practice, allowing readers to apply what they learn immediately. The book is highly instructive and operational.
This book is suitable for telesales personnel, service staff, technical support staff, and all sales personnel and sales managers who use phones to make sales in call centers or similar call centers (such as companies with dedicated phone lines). It is also suitable for those interested in telesales, those preparing to or currently using telesales, and can be used as a team training manual or as a reference for researchers and scholars in the field of telesales.