A.L.M TELEMARKETING RECRUITMENT/TRAINING (New Syllabus 2004-1}

1. A.L.M TELEMARKETINGRECRUITMENT/TRAINING(New Syllabus 2004-1}

2. Definition Telemarketing is the use of telephones to inform, provide, collect information or market products & services to a group of TARGETED audience

3. Introduction • 3 Category n therefore 3 levels of training • Cat A: Able to sell or preliminary selling over the phone • Cat B: Make appointments n provide brief introduction of products/services • Cat C: Updating of information

4. Differences in A.L.M. TM • On-site (customers’ office) or Off-site (home based) • Time based especially beneficial to students or mothers or employees that can work only 2-4 hrs & on specific days or time • Do not tax on customers resources especially the need for additional phone lines • Our commitment to customers is based on man-days or man-hrs and not on number of TM staff eg customer need 1 TM staff for 1 week which is 5 man-days, we can allocate 10 staff with each working half day only

5. Advantage of Home Based TM • Save travelling time – up to 3 hrs (2&back) • Save transportation cost – up to $5 • Not cost effective especially for 3-4 hrs job • Telephone charges per day for 7 hrs TM is approx $5 only • NET SAVINGS!!!

6. Requirements for Home Base TM • Customers will ask: “How do we know how many hrs she/he work at home where we can’t see?” • Ans: We use recording devices to monitor and also assist in improving ourselves • Need to attend a training on use of our equipment & reporting procedures • Preference for the staff to own a PC with internet connections

7. PersonalityRequirements • Interest – Like to talk over the phone • Discipline & stamina – able to keep up the talking spirit for min 3 hrs and up to 7 hrs • Take challenges – able to challenge yourself to do beyond set targets

8. Basic Training • Level C- ½ day: Understanding TM, use of equipment & simple role playing • Level B-2 days: More on TM theories, basic product training, 2 sessions on actual TM, analysis & improvements. • Level A-4 days: Sales training, product training, 3 sessions on actual TM, analysis

9. Training Cost • Level C – Free/5 hrs • Level B – S$100/10 hrs • Level A – S$200/20 hrs Free, under the following conditions: • Contra deal of $10 per training hr • Contract of 1 yr where you need to work min hrs depending on training & assignments • 5 times the hrs payable for non-contra

10. Course Outline Module C • Why Telemarketing? • Inbound Vs Outbound • Equipment • Role & Expectations • Reporting • Role Play

11. Course Outline Module B • Listening skills – Audio CD on actual TM recordings • Discussion & more theories • Product training + role playing • More tips 2 good TM • Feedback form & spotting problem areas • Mapping • Time scheduling • Actual TM • Discussion on actual TM

12. Course Outline Module A • Art of Selling • Determine needs • Listening skills & Testing for reaction • Gathering Feedback • Why do people buy? & Why people don’t buy? • Sell benefits • Handling objections • Closing techniques • Tone of voice

13. Thank You & All the BEST!