Telephone sales

as telephone sales (also telephone marketing and/or. Telemarketing ) is designated a form of sale, made with that the acquisition, the consultation and the conclusion of a contract in indexing steps or completely by telephone. The sales can by employee salesman or by a call center as Dienstleister accomplishedbecome.

use

the economical use of the telephone sales is based at the small expense in relation to the personal attendance at the customers. From cost criteria,thus of the point of view of the effectiveness, the telephone sales has itself so between the enormously aufwändigen field service sales and/or. the maintenance of Ladengeschäften on the one hand and dispatching from print advertisement to the achievement of a conclusion of a contract on the other hand establishes.

The personal speech is an effective element in selling and service. In the discussioncan dealt with customer questions, to argue, be convinced. This shows up in clearly higher order ratios in the comparison to the classical advertising letter. On the other hand the costs per contact lie several times over those of a letter. This task is noticed by Callcenter Agents.

expiration

telephone sales actions one becomes on basisScripts conceives. This script calls offer and expiration of discussion in references, often also out-formulated as work basis for the telephone marketing agents in the Outbound call centers.

arrangement on the basis the 4-P-Formel

the 4-P-Formel offers an assistance for the proceeding of the calling.

1. Picture (picture): Paint with wordsthe reader out, as your product works. Say to him, he has which use of it and not, which knows your product of everything.
2. Pro-bad (promise): Now the characteristics of your product come. What makes it singular and why should the customer buy?
3. Proof (proof): That can e.g.an excerpt from a market study its, which shows that a large demand for the product exists.
4. Push (request): Give to your reader several possibilities here. Not only in the choice of the “contact of medium” (telephone, fax, E-Mail), but also in the kind of the contact.Don't give why an option?

See also AIDA (marketing).

legal aspects

unwanted telephone advertisement opposite private people in form so-called “Initiativ calls” (“Cold calls”, leaning translation “cold calls”) a “unreasonable annoyance” is inadmissible and in Germany after §7 of the law against unfair Wettberb,if a declaration of consent is present not before.

Occasionally this is gone around practically, as the entrepreneur designs pretended opinion and/or market study inquiries, in whose process a salesman date under the pretext of the delivery “thank-beautiful-present” is agreed upon. A further, often used method for the overcoming of reservations of enterprise customers are Invitations to free product presentations or house fairs of the offerer. On the part of that as “telephone pushers” designated call center agent methods is often not used last for surprising the secretary, like e.g. the pretext to have to pass an urgent private message on of a hospital. , One is then said to the irritated boss“academy” said and recalls therefore so fast, because the folder, which one sent away, contained a wrong recall number.

defense possibilities

after §8 of the UWG can be taken up on removal and with repetition danger on omission, who accomplishes inadmissible telephone advertisement.

Verbraucherschützer and federations can the profit of the enterprise obtained by unfair acting call in and the Federal Budget flow let.

If one recognizes a detailed call as inadmissible telephone advertisement, then one should the names of the implementing company, the client and the discussion participant to be immediately called be able andnote. Telefonprovider are in addition, to the publication of names and feedable address one at the post office, telecommunications, Tele or medium service traffic took part in relation to rightful places like e.g. Verbraucherschützern obligates.

On private level one can resist, by one by detailed further inquiries and nonresponse of the questions of the call centerthe costs of the unwanted advertisement upward drives (see also Web on the left of).

Entry of the own telephone number on the Website www.telerobinson.de it guarantees by the monthly alignment of the customer data that respectable Telemarketingfirmen does not call any longer.

A further defense possibility of uncomplicated kind for the Privatanschluss is inAnswering set. Here one can monitor and then if necessary. take off. If it is equipped with a “VIP function”, one can to good friends/used an adjustable code to assign, with which they are connected through directly to the telephone. All other call attempts end in the answering set.

self-check of the recruiting

1971 German direct marketing federation registered association led. the so-called. Robinsonliste . There private people can contradict advertising forwardings. Starting from that 1. Octobers 2005 can specify consumer their entry on the basis 13 categories, select thus only certain ranges of topics and product, about which they do not want to be under any circumstances informed.

Beyond thatthe federation holds approx. a dozen of codes of ethics for its members forwards. Special self obligations within the different ranges are offered to Direktmail, telephone marketing, address trade or call center work with referring to sales methods which can be omitted. In particular pretended opinion becomes on the data protection regulations, the attention of the Robinsonliste and omittingand/or market study inquiries and/or. of methods of the so-called. Pressure sales referred to (see for this style directions in the sales talk).

Web on the left of

• the EGBG anti- Telemarketing Gegenwehrskript
• overview of the training further possibilities in connection with telephone marketing
• overview of the codes of ethics of the DDV (pdf down load overview)

This article or paragraph places only those Situation in Germany . Help to describe the situation in other countries.