Telemarketing Practice Exam

Telemarketing Practice Exam

Telemarketing is one of the most growing sectors in the business market these days. Telemarketing basically refers to a job that is executed over a phone. A telemarketing professional is also known as a telemarketer who conduct business on calls and represent the company to the client via a conversation. The major duty of a telemarketer is to influence the customers into taking services from their company. They gather all the details from potential clients and are always ready to take any incoming request call in case of any query.

Roles and Responsibilities

Some of the major roles and responsibilities of these professionals include the following:

• Calling existing and potential customers to influence them to purchase their products and services.

• Keeping a record of customers’ purchase orders.

• Processing all customer purchases accordingly.

• Generating promising leads for the outside sales team.

• Managing customer accounts.

• Developing and sustaining solid relationships with customers.

• Using sales scripts offered by the company to drive sales and respond to customer rejections.

• Developing in-depth knowledge of customer products and services.

• Continually meeting or exceeding daily and monthly targets.

Who should take this exam?

Anyone with a bachelor’s degree in the related field can take this exam. Even professionals like in the marketing department can also take this exam.

Skills Required

• Strong selling abilities

• Telephone etiquette and a pleasant voice

• Patience and decency

• Listening skills

• Self-assurance in the product

• being able to work under duress

• Complete knowledge of the selling process

Career Prospects

• Tele Lead management

• Lead generation

• Decision maker contacts

• Appointment scheduling and Debt collection

Table of Content

The Telemarketing Exam covers the following topics - 

Sales Basics

• Learning Telesales

• Learning Telesales Types

• Telesales Features

• Learning Sales Cycle

• Types of Orientation

• Learning Functions of a Telesales Executive

Developing skills

• Learning Skills Development

• Learning Public Speaking

• Personality Development

• Learning Self Grooming Tips

• Learning Positive Attitude

• Different Negativities

• Learning Steps to Be Positive

• Positive Behaviour

• Traits for Positive Behaviour

• Behaviour for Successful Sale Person

• Learning Telesales Specific Skills

• Learning Listening skills

• Learning Vocal Skills

Customer Handling

• Understanding Customer Behaviour

• Learning Customers Expectations

• Building Customer Relationship

Call Preparation

• Product or Service Knowledge

• Knowing the Purpose of Each Call

• Learning Call Scripts

Telesales Process

• Vaulting the Hurdle

• Catching the Prospect’s Interest

• Investigation

• Learning Making the Sales Presentation

• Overcoming Objections

• Closing

Team Work

• Learning Formation of a Team

Stress Management

• Learning Consequences of Stress

• Learning Reason/Causes of Stress

• Signs of stress

• Learning Techniques of Stress Management

Time Management

• Learning Time Management Techniques

Computers Basics

• Introduction – What is Computer?

• Learning Characteristics of computer

• Learning Commonly Used Computer Terms

• Units of a computer system

• Representation of information

• Basic Operations of a Computer – Input, Process and Output

• Learning Input Devices

• Learning Output Devices

• Learning Storage Devices

• Learning Types of Software

• Disk Organization Terms

Windows XP

• Learning Operating System

• User Interface

• Windows XP Professional

• Learning Using the Mouse

• Learning The Desktop

• Learning The Task Bar

• The Start Menu

• Learning Windows Explorer

• The Control Panel

MS – Word 2003

• Learning File Management

• Moving in a document

• Selecting Text

• Printing of documents

• Learning Previewing a document

• Learning The Formatting Toolbar Icons

• Editing Text

• Headers and Footers

• Font Formatting

• Bullets and Numbering

• Learning Document Enhancement

• Drop Capital

• Change Case

• Learning Multiple Columns

• Mail Merge

• Learning Tables

MS-Excel 2003

• Learning MS-EXCEL Window Elements

• Learning File Management

• Learning Page Setup

• Preset Headers and Footers

• Printing document

• Selecting cells and data ranges

• Learning Editing data

• Learning Funct1. ions in Excel

MS-Power Point 2003

• Learning Loading of PowerPoint

• Starting with a presentation

• Learning File Management

• Learning Different Views

• Editing the document

• Learning Modifying the document

• Working of a Slide Show

Internet

• Learning Networking Concepts

• Network types

• Internet

• Learning Windows Networking terms

• Sharing Local Printer

• Learning Connecting to a Network Printer

• Email

• Sending an E-mail Message from Outlook

• Learning Sending email from Google’s Gmail

• Download from Internet