Telemarketing in practice

The only Czech guide to professional telephone communication is intended for call centre managers, telephone operators, debt collectors and salespeople. In the new edition you will find up-to-date data and new interesting information, e.g. the most common mistakes in product presentation, basic types of borrowers or a new perspective on script usage. In a brand new chapter, you will learn how to increase operator effectiveness in terms of the MBTI personality typology. In the book, the authors progress from providing basic information over the phone through active selling to very specific areas such as debt collection or making calls in crisis situations. They cover the personality of the telephone operator, factors of telemarketing success, the structure of a telephone call, overcoming objections or dealing with VIP clients. The second part of the book guides managers through the selection of employees, their motivation, evaluation, control and coaching. The publication contains a number of examples and a practical glossary of terms.