Telemarketers
Solicit donations or orders for goods or services over the telephone.
Sample of reported job titles:
Telemarketer, Telemarketing Sales Representative, Telephone Sales Representative (TSR), Telephone Service Representative (TSR), Telesales Representative, Telesales Specialist
Occupation-Specific Information
Tasks
- Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.
- Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
- Explain products or services and prices, and answer questions from customers.
- Obtain customer information such as name, address, and payment method, and enter orders into computers.
- Record names, addresses, purchases, and reactions of prospects contacted.
Technology Skills
- Access software:Remote access call center software
- Customer relationship management CRM software:Database Systems Corp Telemation,Microsoft Dynamics
- Electronic mail software:Microsoft Outlook
- Helpdesk or call center software:Acarda Sales Technologies Acarda Outbound,Automatic call distribution software,Softphone software
- Interactive voice response software:Interactive voice response software
Occupational Requirements
Work Activities
- Selling or Influencing Others:Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
- Working with Computers:Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Communicating with People Outside the Organization:Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Getting Information:Observing, receiving, and otherwise obtaining information from all relevant sources.
- Establishing and Maintaining Interpersonal Relationships:Developing constructive and cooperative working relationships with others, and maintaining them over time.
Detailed Work Activities
- Answer customer questions about goods or services.
- Answer telephones to direct calls or provide information.
- Contact current or potential customers to promote products or services.
- Deliver promotional presentations to current or prospective customers.
- Develop content for sales presentations or other materials.
Work Context
- Telephone:100% responded"Every day"
- Contact With Others:99% responded"Constant contact with others"
- Spend Time Sitting:96% responded"Continually or almost continually"
- Physical Proximity:92% responded"Moderately close (at arm's length)"
- Deal With Unpleasant or Angry People:81% responded"Every day"
Worker Requirements
Skills
- Speaking:Talking to others to convey information effectively.
- Persuasion:Persuading others to change their minds or behavior.
- Active Listening:Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Service Orientation:Actively looking for ways to help people.
- Social Perceptiveness:Being aware of others' reactions and understanding why they react as they do.
Knowledge
- Sales and Marketing:Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
- English Language:Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Customer and Personal Service:Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 59%High School Diploma - or the equivalent (for example, GED)
- 30%Less than a High School Diploma
- 11%Some College Courses
Worker Characteristics
Abilities
- Oral Expression:The ability to communicate information and ideas in speaking so others will understand.
- Oral Comprehension:The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Speech Clarity:The ability to speak clearly so others can understand you.
- Speech Recognition:The ability to identify and understand the speech of another person.
- Selective Attention:The ability to concentrate on a task over a period of time without being distracted.
Interests
- Enterprising:Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
- Conventional:Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Work Values
- Relationships:Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
- Support:Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
- Achievement:Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Work Styles
- Stress Tolerance:Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
- Integrity:Job requires being honest and ethical.
- Persistence:Job requires persistence in the face of obstacles.
- Dependability:Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Achievement/Effort:Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
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