Telemarketer (Happy customer engagement) is an important role not only in resolving issues but also in supporting the overall sales process. By actively engaging with dealers through various communication channels, the happy customer engagement team can help drive sales and enhance dealer productivity. Here's the outline of the role with incorporating sales call actions to support the company's growth:
Job Scope: 1. Handling Inquiries and Complaints: Email Inquiries: Respond promptly to all product-related and order-related inquiries from dealers and customers. Proactively suggest alternative products if an item is unavailable to prevent lost sales.Phone Calls: Manage incoming and outgoing sales-related calls. Provide product recommendations, answer questions on promotions or discounts, and assist with placing orders over the phone.WhatsApp/Chat Support: Offer real-time support to answer queries and assist with order placement or follow-ups. Share product links, catalogs, or promotional materials to encourage immediate sales.2. Sales Call Action to Drive Sales: Proactive Sales Calls: Regularly reach out to dealers and customers to inform them of new products, ongoing promotions, and incentive programs. Encourage dealers to take advantage of limited-time offers, bundles, or special discounts that can increase their income.Follow-up on Abandoned Orders: Identify cases where dealers or customers initiated orders but didn't complete them. Follow up with a phone call or message to assist in closing the sale, offering help or clarifying any concerns.Upselling and Cross-Selling: During conversations with dealers or customers, suggest additional products or complementary items that may fit their needs. Use available promotions to upsell products with higher margins or cross-sell related items.3. Order and Delivery Status: Adress issues on delivery status, in tracking orders to ensure a smooth buying experience. This proactive approach helps maintain dealer trust and encourages repeat sales.Notify dealers in advance if any products are delayed and suggest alternative items to prevent lost sales opportunities.4. After-Sales Support: Assist dealers with after-sales issues such as returns or exchanges. Leverage these interactions to recommend replacement items or additional purchases to help maintain positive sales momentum.Provide follow-up support to ensure customer satisfaction and nurture future sales.5. Educating and Motivating Dealers: Provide product knowledge, details on promotions, and updates on new product launches through email, phone calls, or chat platforms. By educating dealers, happy customer engagement can empower them to sell more effectively.Offer training on sales techniques, product bundles, and the company's incentive programs to help dealers improve their sales performance and motivate them to achieve targets.6. Maintaining Records for Sales Opportunities: Track customer and dealer interactions across all communication channels (email, phone, WhatsApp). Use this data to identify potential leads, target high-performing dealers, and flag opportunities for follow-up sales.Share sales insights with the sales and marketing teams, such as identifying popular products or frequently asked questions that could guide future promotions or product development.7. Driving Sales through Feedback and Insights: Actively gather feedback from dealers and customers about product satisfaction, promotional appeal, and overall buying experience. Use this information to improve the company's offerings and increase sales efficiency.Share feedback with marketing and sales teams to help craft targeted campaigns and promotional efforts that resonate with customers and dealers.8. Sales Promotions and Incentive Reminders: Regularly remind dealers of ongoing or upcoming promotions and incentive programs. Assist them in understanding how they can benefit and how these programs can increase their sales volume.Proactively send out reminders through email, phone calls, or WhatsApp messages to ensure dealers don't miss out on sales opportunities.9. Maintaining Records: Keep a detailed log of all customer interactions (via email, phone, WhatsApp) to ensure accurate tracking of issues and their resolution.Use this information to provide feedback.6. Escalation Management: Fast action on unresolved or complicated issues to the appropriate departments (e.g., logistics, finance, or sales) to ensure they are handled efficiently. Qualifications: Education: High school diploma or equivalent;Experience: Previous experience in telemarketing, sales, or customer service preferred.Communication Skills: Excellent verbal communication skills with a persuasive ability.Interpersonal Skills: Strong relationship-building skills and a customer-focused mindset.Technical Skills: Proficiency in using CRM software and basic computer applications(Microsoft Office, etc.).Problem-Solving: Ability to handle objections and resolve customer issues effectively.Goal-Oriented: Strong motivation to meet sales targets and contribute to team success. Adaptability: Ability to thrive in a fast-paced environment and handle changespositively.