Telesales Representatives(TSR) Interview Preparation Guide
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Telesales Representatives(TSR) related Frequently Asked Questions by expert members with experience as Telesales Representatives. These questions and answers will help you strengthen your technical skills, prepare for the new job test and quickly revise the concepts

69 Telesales Representative Questions and Answers:

1 :: Tell me how would you handle an angry call from a customer?

First, you need to allow them to vent their anger. If they are abusive, tell them you're willing to listen, but only if they stop using profanities. Next, hear what they have to say and note down key points. Third, re-state the main points so both of you are clear about the situation. Fourth, find a solution that fits within your company's policies and can redress the customer's problem. Fifth, confirm that the problem has been solved and that the customer is satisfied with the solution. You may not be able to do all of this in one phone call, but this is the essential process. The important part is to keep your cool at all times, and genuinely try to find a solution that will make the customer happy.
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2 :: Tell me what do you understand by b2b, b2c and b2g?

B2B stands for business to business which describes commercial transactions between businesses such as between a web development firm and a reseller. Such transactions are big in volume and thus b2b is flourishing today the most.

B2C stands for business to consumer and describes transaction between business and consumer. It can be best explained by defining retail in which tangible goods are sold from stores or fixed location directly to the consumer.

B2G stands for business to government and is a derivative of B2B and is described as transaction between business and government in which a business entity supplies services or goods to a government sector or firm and can be stated as public sector marketing.
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3 :: Explain what should be the priority in telemarketing according to you?

According to me customers should be the priority, if they do not buy we can not sell and thus they should be the foremost priority. The whole marketing sector runs due to end consumer so it should be our responsibility to make sure we have our customers satisfied and deliver what they expect from us. This can be only achieved if every individual from a telecaller to the ceo takes up the responsibility of delivering to the customer and works on their part the right way. If this little bit is done then telemarketing can be made more effective, easy and set to the right perspective.
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4 :: Explain what will you do when a customer needs to be put on hold but is not agreeing to it?

Many times the customer on the end line objects to be put on hold as he fears to be kept long on hold, in such situations following tips can be helpful :

☛ Request the customer that it is important that he is put on hold. Make sure this is conveyed in a very polite way.
☛ Clear out the objective due to which the line needs to be put on hold.
☛ If the customer is very persistent on being on line as a co employee to retrieve the information that requires you to put the line on hold. During this be on line and keep the customer attended.
☛ You can also ask the customer to disconnect the line for now and that you will give him a call back.
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5 :: Tell us what issues can rise from paying per appointment?

Here are a list of problems which are associated with paying per appointment:

☛ Poor quality.
☛ Rate of conversion is low.
☛ Requirements for more meetings is not solved.
☛ High competition.
☛ Suppliers face a lot of problems.
☛ Quality is deteriorated by quantity.
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6 :: Explain what is the difference between telesales and telemarketing?

If you are new to telesales you will probably be asked this; they wish to see that you understand the different roles. The main objective of telesales is to close a deal following every call; it is to sell a product or service. Telemarketing is more concerned with raising brand awareness and carrying out market research.
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7 :: Explain Are You Uncomfortable Making Cold Calls?

Any interview questions about your discomfort in sales should always be responded to with a "no" without any elaboration. If you are uncomfortable, reevaluate whether the position is right for you.
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8 :: Explain an example of this behaviour?

Having given your strengths and weaknesses, you are then likely to be asked to give examples of when you have displayed this behaviour. Your credibility will plummet if you cannot give an example of the strengths you have stated. With the strengths listed above, a good response would be: "In my present job, I am often asked to handle difficult customer situations because my supervisor knows that I will handle them politely, efficiently and diplomatically and therefore only a few cases would ever get referred to her. Also, because of my strong interpersonal skills, I have often been asked to buddy-up with new team members, to make them comfortable in their new role at the earliest stage possible".

When asked to give examples on the weaknesses, you need to think very carefully, and plan in advance what your response will be, as many people dig a very deep hole here. A good response to the weakness quoted would be: "I had a situation once where I knew that a more experienced colleague was regularly absent from work following nights out drinking, but she would say that she had a migraine. When this happened my workload increased significantly. I undertook this willingly but I must admit I was annoyed that this person was taking advantage of me and the company. However, I decided to let the supervisor do their job and just get on with mine. In quite a short space of time, the issue was addressed and the problem was resolved".
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9 :: Why did you leave your last position as Telesales Representative?

This is a tricky question because "anything you say can and will be held against you!" Be careful and only answer with a positive tone. You can say that you didn't find the job challenging enough for your skills, or that the workload was sporadic and you spent, say 40%, of your time on 'idle' mode. Never speak ill of your last employer because it shows that you will do exactly the same once you leave this one! Protect the image of your previous employer, and your current one will respect you for it.
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10 :: What do you know about B2B?

B2B stands for business to business which describes commercial transactions between businesses such as between a web development firm and a reseller. Such transactions are big in volume and thus b2b is flourishing today the most.
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