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

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, of the point of view of the effectiveness, the telephone sales was thus established in such a way between the enormously field service sales and/or the maintenance of on the one hand and dispatching from print advertisement to the achievement of a conclusion of a contract on the other hand.

The personal speech is an effective element in selling and service. In the discussion can deal, argue, convince with customer questions. 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 are conceived on basis of a script. 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 Callcenter.

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 words to the reader, as your product works. Say to him, he has which use of it and not, which knows your product of everything.
2. Promise (promise): Now the characteristics of your product come. What makes it singular and why should the customer
3. Proof (proof): That can e.g. be an excerpt from a market study, 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

See also AIDA (marketing).

Legal aspects

Unwanted telephone advertisement opposite private people in form so-called "Initiativ calls" ("Cold calls", leaning translation "cold calls") is inadmissible in Germany after "§7 of the law against mean competition a "unreasonable annoyance" and, 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, as having to pass e.g. the pretext, an urgent private message on of a hospital. Then one says to the irritated boss, one said and recalls "academy" 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.

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 be able to be immediately called the names of the implementing company, the client and the discussion participant and note. 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. obligated.

On private level one can resist, by upward driving the costs of the unwanted advertisement by detailed further inquiries and nonresponse of the questions of the call center (see also Related links).

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 an answering set. Here one can monitor and take off then if necessary. 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 introduced German direct marketing federation registered association the so-called Robinsonliste. There private people can contradict advertising forwardings. Starting from 1 October 2005 consumers can specify 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 that the federation reproaches approx. a dozen codes of ethics for its members. 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 the data protection regulations, the attention of the Robinsonliste and omitting pretended opinion and/or market study inquiries and/or by methods of the so-called pressure sales one refers to (see for this style directions in the sales talk).

Related links

• 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)

Articles in category "Telephone sales"

We found here 13 articles.

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