N5 Sales Management


• Increase advertising effectiveness The response rate to advertisements can be improved by an invitation to order by telephone/ e-mail instead of coupons and order forms.


• Increase potential Telesales leads to greater effectiveness, productivity and profitability, which in turn contribute to increasing the full potential of the business.


Example of a call centre:


5.


Ethics in telephone sales


The following guidelines are recommended as a code of ethics for telesales: • The contact person must immediately give his name, the name of the business, and purpose of the call, for example, Hi Mrs X, I am XY phoning from ABSA about a new credit card package available.


• An offer should be clear and unambiguous. All claims and offers must be substantiated. No dishonest, false or misleading information should be given.


• Before the prospect commits himself, the price of the product or service, conditions, terms and instalment condition must be provided and all additional costs such as dispatch, handling and packaging must be stated.


• People should not be contacted at unreasonable hours. • Telephone orders must be delivered as quickly as possible after the order is placed.


• Unlisted telephone subscribers must be left in peace and not approached.


• The telesales must be subject to the usual code of ethics that applies to professional salespeople.


Activity 1 1. List the six roles of a buying team and explain each role briefly. 2. Name five uses (advantages) of telesales. 3. List five guidelines to be followed in telesales ethics. 4. Can a person fulfill more than one role on the buying team? Explain your answer by giving an example.


5. What factors influences the size of the buying team? Name at least five factors.


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