Telemarketing v praxi Santlerov Kvtoslava (2011)

This Czech-language guide to professional telephone communication is intended for call-centre managers, telephone operators, debt-collection staff and salespeople. The new edition includes current data and new information, such as the most common mistakes when presenting a product, basic types of debtors and a new approach to using scripts. A completely new chapter explains how to increase operator efficiency through MBTI personality types. The book progresses from providing basic information by telephone and active sales to specialised areas such as debt collection and telephone calls in crisis situations. It examines the telephone operators personality, the factors behind successful telemarketing, the structure of a call, overcoming objections and dealing with VIP clients. The second part guides managers through employee selection, motivation, evaluation, supervision and coaching. It also contains numerous examples, case studies and a practical glossary of terms.