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Title Index
Subject Index
Catalog Index

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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