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ERIC Number: ED339900
Record Type: Non-Journal
Publication Date: 1987-Sep
Pages: 109
Abstractor: N/A
Reference Count: N/A
Telemarketing. Curriculum Guides and Content Outlines for Telemarketing: Entry-Level Position.
Shepard, Del
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)
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Teachers; Practitioners
Language: English
Sponsor: Iowa State Dept. of Education, Des Moines.
Authoring Institution: University of Northern Iowa, Cedar Falls. School of Business.