ERIC Number: ED339900
Record Type: RIE
Publication Date: 1987-Sep
Reference Count: 0
Telemarketing. Curriculum Guides and Content Outlines for Telemarketing: Entry-Level Position.
This curriculum guide and content outline for the telemarketing entry-level position contains seven sections: (1) specialized telemarketing tasks; (2) telemarketing selling skills; (3) marketing tasks; (4) business-related tasks; (5) business-specific tasks; (6) personnel/human resources-related tasks; and (7) communications and minimum skill tasks. Each section includes an introduction and topics covered, purpose, objective(s), activities, evaluation, resources, content outline, and additional topics. Section 1 contains the following units: telephone manners; telemarketing in relation to the firm; personal minimum skills; telephone as a marketing tool; telemarketing trends; telephone procedures; dimensions; marketing techniques; and telemarketing and marketing mix. Section 2 covers these topics: attention techniques; customer relations; customer rapport; product benefits; building rapport; handling objections; closing techniques; special objections/complaint techniques; professional, vocal, image techniques; and appointments and call backs. In section 3, the topics are as follows: marketing; competition; daily calculations/sales; and inventory control. Section 4 deals with computer keyboarding and consumer laws. Section 5 covers consumer credit limits and collecton procedures. The subjects of section 6 include: letters of application; job interviews; consumer behavior; goal setting; career searches; and job search techniques. Section 7 contains communications and minimum skill tasks. (NLA)
Descriptors: Career Choice, Communication Skills, Competition, Consumer Economics, Course Descriptions, Credit (Finance), Distributive Education, Entry Workers, Facility Inventory, Goal Orientation, Job Search Methods, Keyboarding (Data Entry), Marketing, Personnel Management, Postsecondary Education, Salesmanship, Secondary Education, Service Occupations, State Curriculum Guides, Telephone Communications Systems, Time Management
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Teachers; Practitioners
Sponsor: Iowa State Dept. of Education, Des Moines.
Authoring Institution: University of Northern Iowa, Cedar Falls. School of Business.
Note: For a related curriculum guide, see CE 059 861.