Telemarketer Skills: Definition, Examples And Tips
By Indeed Editorial Team
Published 10 May 2022
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
Telemarketing can be an interesting career choice for professionals interested in building a career in sales and marketing. It can help them understand customer behaviour and sentiments, types of selling techniques, different ways of handling situations and customer relationship building. If you are interested in becoming a telemarketer, knowing the skills required can help you create a plan to improve them. In this article, we discuss what telemarketer skills are, identify the different skills required as a telemarketer, look at ways of improving them, explore tips for becoming a good telemarketer and discover the average salary for the role.
What are telemarketer skills?
Telemarketer skills are the set of skills that are necessary for telemarketers to perform their jobs effectively. It helps them communicate with the client and increases their sales numbers. These skills are a combination of sales, marketing and communication. Telemarketers use these skills to understand clients' requirements and present solutions to them according to the product range they are selling.
Different types of skills for telemarketers
Here are the different types of skills that can help telemarketers do well at their jobs:
The main responsibility of telemarketers is to call customers or prospective customers and communicate with them to sell something. All their conversations take place over the telephone and require excellent communication skills. It helps them create a good impression on the recipient and keeps them engaged till the end of the call. These skills help them accurately describe the products they offer and convince the recipient to buy from them. As a part of telephonic communication, companies often expect telemarketers to know basic telephone etiquette to ensure they represent the brand in a professional manner.
Related: How To Improve Communication Skills
Often, companies require telemarketers to call customers who may be hearing about the product for the first time. Having skills for handling such cold calls can help them generate positive responses from the customers. It helps a telemarketer develop an interest in customers about the product, even if the recipient may not have known about the product earlier. Telemarketers can develop this skill by attending many cold calls, experiencing different situations and practising answers to the most commonly asked questions.
Active listening helps telemarketers gauge the interest levels of customers and collect information from them. By actively listening to a recipient, they can understand their requirements and suggest solutions accordingly. They can also respond to a customer better if they listen to what the customer is saying and respond actively. Using this skill, telemarketers can collect feedback about a customer's experience and convey it to senior management.
The primary duty of a telemarketer is to convince a client to purchase the product or service they are selling. When a potential customer shows disinterest in the initial stages of a call, this skill can help them persuade the customer to reconsider their decision. Good persuasion can encourage customers to listen to the caller and give them their complete attention. Being persuasive requires telemarketers to reason logically with the customer and appeal to their emotions and sentiments.
By being proactive, a telemarketer can answer a customer's concerns and queries to present solutions accordingly. It helps them identify suggestions quickly and improves their chances of increasing their sales numbers. When a customer seems disinterested, this skill can help them recognise points that they can focus on for generating interest in the customer.
Since telemarketers represent a company, it is important that they remain consistent with their style and portray the brand's image accurately. This helps customers make positive associations with the brand and generates positive responses when salespeople approach them. Consistency is also important for telemarketers, as seniors often use this skill as a criterion to evaluate their performance during appraisals.
Telemarketers may often face direct rejection from customers due to several factors. This may demotivate telemarketers as it may affect the number of sales they can make, affecting their performance ratings and incentives. Being determined can help them continue making calls irrespective of the rejections. This skill also encourages them to find ways to engage a customer even after they may have expressed disinterest in the initial stages.
As the primary job responsibility of telemarketers is to sell to prospective customers, having in-depth knowledge about the product range is important. It helps them recommend solutions to the customers from their product range and can also help them upsell items. Having product knowledge also ensures that they can explain the features of the products well to the customers and shows the customer that they can trust the person who is calling them on behalf of the brand.
How to improve your telemarketer skills
Here are some ways in which you can improve your skills as a telemarketer:
1. Enrol in a course
If you are new to telemarketing, joining a verbal communications course can help you begin your career. Choose a course that includes telephone etiquette in the curriculum. Such courses can help you learn other skills, such as persuasion and active listening. You can also enrol in sales and marketing courses as it can help you learn different ways of selling and addressing customer needs. In interviews, such professional certifications show the recruiter that you have undergone systematic training and are qualified for the job.
2. Take help from a mentor
Once you complete your course, you can take the help of a mentor to improve your performance. Your mentor can be a senior telemarketer in the same company, a friend with more experience than yourself or a teacher from your course. Observe them while they attend calls and notice their style. Create notes about handling different situations and ask them questions about different ways in which you can respond to a customer. You can also present your method or script to your mentor and seek their feedback. This can help you identify the areas for improvement.
3. Keep practising
The next step is to keep practising your skills and improve on the areas you find difficult. Practise your script for calls out loud before you take calls, as it can help you be fluent while talking to customers. Practise answers to the most frequently asked questions and scenarios that can arise. Revise your notes from your course periodically and evaluate your current method.
Review each call you make and analyse the sentiment of the calls. Once you are comfortable as a telemarketer, you can take the help of videos available on the Internet to learn new skills and identify different ways to handle difficult situations. During appraisals, seek feedback from your manager and ask them about areas where you can improve.
Tips for becoming a telemarketer
Here are common tips for pursuing a telemarketer role:
Make a lot of calls. You can improve your skills by making a lot of calls and show your seniors that you are comfortable in the job role. You can also improve your chances of closing deals by speaking to more customers.
Be persistent. Try to remain calm even when you face rejections, as each call can help you improve your script. By being persistent, you can learn how to handle different situations and close more deals.
Practise different scenarios. Speak to your seniors about different situations that may arise and create a script for handling them. Practise different scenarios in your mind and try to solve them promptly.
Listen to recordings of your calls. By listening to recordings of your calls, you can analyse your performance and identify areas for improvement. This activity can help you identify what went wrong in calls that end with negative outcomes.
Customise your script. Instead of using a monotonous script, customise your script for each customer. Address your customers by their name and maintain a conversational tone throughout your calls.
What is the average salary of a telemarketer?
The average salary of a telemarketer is ₹15,064. The amount that a telemarketer earns can differ depending on the organisation that employs them, their years of experience, qualification levels and skills. Often, the salary structure includes a fixed component and a bonus. Companies may often offer incentives to telemarketers on reaching their monthly targets. They may also include a percentage of each sale made by a telemarketer in their salary to encourage performance. While telemarketing is a full-time role, some companies may also hire telemarketers contractually.
Salary figures reflect data listed on Indeed Salaries at the time of writing. Salaries may vary depending on the hiring organisation and a candidate's experience, academic background and location.
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