Better Business by Phone: A Guide to Effective Telebusiness Management

by Valerie O'Dea, softcover, 231 pages, 1998, $26.95

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Overview

Historically, the use of telephone in business is often viewed as a secondary activity -- telemarketing is an add-on task for the marketing department; telecommunications is a field entrusted mainly to computer professionals. This book focuses the variety of areas where the phone can be more fully integrated. Whether you are a senior manager or an operational practitioner, this book provides up-to-date information in an easy reference format.

Table of Contents

Part I: Practical Telebusiness and the Company Plan

  • Telebusiness and the Company Plan
  • Telebusiness and the Product or Service
  • Telebusiness, the Sales Team and the Customer

Part II: Practical Telebusiness and the Management Plan

  • Telemarketing or Telesales?
  • Customer Service Policy and Internal Communication
  • Recruiting and Targeting Telebusiness Personnel
  • Managing and Training Telebusiness Personnel

Part III: Practical Telebusiness and the Telemarketer

  • Reactive or Proactive?
  • Image Projection and Telephone Etiquette
  • Buying Behaviour
  • Scripts and Other Things
  • Telesales


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