Unit 11 M2 Essay

unit 11 M2 Essay
Introduction: In this assignment I will be giving information the following point talk about each
sales staff must do or be like when working for these different scenarios. Also I have included the
sales technique out of four of them: Cold–calling, Face to face, Telemarketing and drop in visits.
Also I have included their own personal interpersonal skills of what it takes to be a sales staff to be
working for those scenarios, I have also included examples and relevant pictures. Selling insurance
over the phone through cold–calling.
Selling insurance over the telephone is called cold calling that would enquire sales staff that are very
confident, have clear and loud voice to speak to another and has good verbal communication skills,
... Show more content on Helpwriting.net ...
Some cold calling places that are based online and they must call up to book a holiday they must
make that sale in a certain amount of time as it can charge more on the phone, and if you have lost
that sale you've lost it and move onto the next customer. Telemarketing is good as Customers check
it all online see the hotels, see pictures and see good affordable deals that are on their budgets. This
will be good as it's not a waste of time coming into a store and doing it face to face, but however
some customers feel more comfortable and reliable. Also Sales staff find it easier to sell face to face
as you can see what sort of person they are and how much they are actually budgeting. Sales staff
must present themselves in a good way their presentation must be professional and so is their
personal hygiene as their representing their brand.  Selling clothes in Selfridges.
Selling clothes in Selfridges. A sales staff has to have an excellent personal hygiene and a good
presentation of themselves on how they look and dress as this is one of the worlds largest
department store. Selling clothes in Selfridges is face to face customers go in and buy what they
want and sales staff must be nice as they are high class people shopping in Selfridges and you must
give friendly customer service to them. Also sales staff must close up the sale for example "thank
you for shopping at Selfridges in this .. Department" As they will feel more welcomed. Sales
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The Springville Herald Case
The Springville Herald Case
SH2.1 Type of Error Total Percent Copy Error 54 16.9 Layout 7 2.2 Omits 13 4.1 Paste–up 11 3.4
Poor reproduction 8 2.5 Ran–in error 30 9.4 Rate quote 13 4.1 Space not needed 7 2.2 Typesetting
53 16.6 Velox 28 8.8 Wrong ad 25 7.8 Wrong date 14 4.4 Wrong position 45 14.1 Wrong manual
paste–up 5 1.6 Wrong size 6 1.9 Total 319 100.0
SH2.2 (a, b) If we are focusing on quality improvement, we would want to determine the categories
which a responsible for the highest proportion of errors. Thus, a Pareto diagram would be most
appropriate. ... Show more content on Helpwriting.net ...
Therefore, we might wish to use the pie chart in this case. (c) Because we want to focus on what
proportion of the whole is in each category.
SH2.8 (d) Almost ninety percent of the dollar amount of ran–in errors are attributable to policy.
cont. (e) The reasons for the policy explanation should be determined and policies should be either
changed or clear operational definitions should be developed.
SH2.9 (a)
| | | |Stem–and–Leaf Display |
| | | |for Calls | |
| | | |Stem unit: |10 |
| | | | | |
|Statistics | |1 |1 7 8 |
|Sample Size |90 | |2 |3 6 7 8 9 |
|Mean |51.84444 | |3 |0 1 3 3 4 5 5 7 8 8 8 8 9 |
|Median |49

Marketing Techniques Used By The Insurance Industry (...
OBJECTIVES OF STUDY
To study about marketing and it various methods and techniques and a comparison and analysis
between the same.
To do a comparison and analysis of the marketing techniques used by the Insurance Industry (Birla
Sun Life and HDFC Life) and to make out the best possible techniques and methods in which these
industries may carry out their Marketing Management Operations.
LIMITATIONS OF STUDY
The following study does not represent overall idea of any company.
A month's time is not sufficient for the study of this topic.
The data is collected from secondary sources as well, it may not be 100% accurate.
RESEARCH METHODOLOGY
This project mainly contains data collected from primary sources through research work,
comparison and analysis of the factors and variables.
Use of secondary data in various sections of the project is done. The data was collected through
internet, newspapers, journal and company's prospectus. INTRODUCTION
Marketing is defined as a simple process of communicating the true value of a product or service to
the customers, for the actual purpose of making a sale of that product or service. Marketing is to be
looked at as one of the most important organizational function and a set of processes for creating,
delivering and communicating value to the customers or potential customers, and customer
relationship management that also benefits the organization. It is the science of choosing target
markets through market analysis and

Essay on Do Not Call List
Abstract
For years companies from all areas of commerce were allowed to call anyone they thought might be
a candidate for their product without repercussions. A court order on Feb, 17th 2004 upheld an order
to allow the general public to be listed on a do not call list. Businesses will now be held responsible
if they contact someone on this list without their permission. The question is did the court make the
right decision.
We may not agree on much in this country, but one thing most of us can agree on is that
telemarketing is a big nuisance. In fact one survey done by Walker Research in 1990 showed that 70
percent of Americans considered telemarketing an invasion of their privacy. In ... Show more
content on Helpwriting.net ...
Yet, forcing someone to listen to me speak my mind does impose a cost. This is the heart of the
matter, which many people fail to understand: The right of free speech does not include the right to
an audience. You have to earn an audience, which must be given of their own will. If not then the
company is violating one of the most basic rights we have and that is the right to simply be left
alone. As stated by the 10th U.s. Circuit Court of Appeals in The Associated Press (Feb. 14, 2004)
"Just as a consumer can avoid door–to–door peddlers by placing a 'No Solicitation' sign in his
or her front yard, the do–not–call registry lets consumers avoid unwanted sales pitches that invade
the home via telephone".
Telemarketing businesses disagree with this point of view of course. They view their work as simply
another way and means of advertising. The Direct Marketing Association fought the ruling in Sept.
of 2003 and won with the court stating that the original law was imposing on their right to freedom
of speech. They stated that the phone lines were owned by the phone companies and not the
consumer which for the most part was true. Companies such as SBC and AT&T had built most
of them yet the phones at the ends of these lines are owned by the general consumer. This is where
the customer's argument comes back into the light. With the phone being theirs they strongly
believed that they should have the right stop inbound

Freedom To Invade Research Paper
Freedom to Invade Suppose we lived in a world where Barney Phife was the norm; where Little
House on the Prairie was the norm or Leave it to Beaver was the adventures of every young man?
Many have said if we could just go back to simpler times when right was right and wrong was
wrong and no one came uninvited to thrust themselves upon our quiet family time. However, I
would need to take my cell phone with me and I most certainly could not do without my pda in
order to function as an upstanding and responsible citizen. This is where many people find
themselves quandering between the technology of today and the simplicity of the past. With this
technology has come the ability for others to enter our homes at perhaps the most inopportune times
uninvited to thrust upon us their wares for profit or for charity. The question therein lies as to
whether the first amendment guarantees the right for those to come and go as they please into our
world or do the citizens of this great nation ... Show more content on Helpwriting.net ...
With this knowledge, many have renewed their names but a vast majority of Americans are not
aware that the 5 year rule exists and they will be rudely awakened when the calling begins this
summer. There are some exceptions to the rule and one of these according to Anderson (2008,
February) is "the exclusion of charities, survey researchers, political campaigns, and any company
that you have done business with in the past 18 months" (p. 1). The exemption receiving the most
conflict is that of charities which many times will use pressure tactics along with emotion to elicit
monies that at times will not end up where the consumer anticipates they will. Anderson (2008,
February) goes on to say "federal regulators rely on consumer complaints to enforce the do–not–call
lists and complaints can be made at the registry web site" (p.

Emily Brown Short Story
"Lily Brown", a short story by Diane Goodman, follows the working life of a young woman with an
apparent disability. Working as the voice of the short story, this young woman describes her various
working positions and the numerous accounts that follow. Each job position she holds further
reveals more about her internal well being, struggling with her disability. Working in multiple
telemarketing firms, this young woman connects people to countless products. Using exaggeration,
aliases, and her soothing voice, she takes on a new character each time she picks up the phone.
Early in the narrative, she claims, "I know telemarketing is my calling," (Goodman 42) proving that
she finds comfort in this job position. Hiding behind her telephone, ... Show more content on
Helpwriting.net ...
She comes to terms with her outward appearance to the public when she expresses their initial
reactions to her. She says, "People would walk in, see me, and stop in their tracks. A couple people
actually gasped. People are afraid of change, I guess, but I am the master of change, so I was pretty
understanding (44). Overall, this shows that she is still in denial with the reality of her situation.
Having a job where her disability is not hidden, and her underlying self–consciousness consumes
her subconsciousness, she attempts to find an outlet for herself. The young woman returns to the
idea that she was meant to help people. She comes to this conclusion after various encounters at the
grocery store, and decides to take action. She claims that, "..offering deals was what I was born to
do" (45). Due to her new position at the grocery store, it is revealed that her willingness to help
other people stems from the fact that she wants to give back, and give people what they need. For
majority of her time, Alma has been taking care of her, giving her whatever she needs, and
providing for her. The woman, not being able to repay her, finds her release in helping others. At her
new job, she uses this as her new escape from the reality of her disability. She creates a new bulletin
board business within the grocery store. Providing and offering services of the neighbors to the
store. She finds a sense of pride in her project, connecting

The Difference Between Volunteer And Large Telemarkote Calls
There been numerous studies conducted to see if telephone calls actually produce the desired effect.
There is a significant difference in the mobilization of voters using telephone calls between the
volunteer and the large telemarketing call centers. Studies have shown an increase in voter turnout
of nearly 3 to 5% for volunteer callers, while most commercial call centers do not have much of a
significant impact on getting voters to the polls. Yet, most of the common forms of political
campaign calls do come from the telemarketing call centers. To try and understand why this is a
look at how both the volunteer and telemarketing call centers interact with the potential voter during
the phone conversation was conducted. The telemarketing ... Show more content on Helpwriting.net
...
In general the findings indicate that in the American Society positive social norms that come with
voting and those who are contacted and give the response to the affirmative that they will vote
seemed to be more effective than a onetime contact. It has long been understood that when one gets
a written or verbal commitment generally that has been followed through in the commitment kept.
Simply put that asking someone to commit to vote can increase the possibility they will. Also a
while person thinks with the intent of commitment this influences person to vote. Phone calls either
from volunteers or the large telemarketing firms may not bring a large amount of voters to the polls
yet; they do play an essential part in the overall outcome of getting voters to the polls. It's not that
phone calls are ineffective it seems to be more in how the phones scripts are delivered is what is
showing to be lacking.
DOOR KNOCKERS Another important part of the political campaigning is the door knocker these
door to door canvassers play a very important role in the campaign. This part of the campaign offers
a more personal interaction with a potential voter. The door knocker offers the in person interaction
and conversation by delivering the campaign message and at the same time giving the voter the
opportunity to ask questions or give comments. There's still much debate over

Marketing Planning Strategies
Marketing Planning Strategies Name Institutional Affiliation Date: Marketing Planning Strategies
New Times Providers Executive Summary: New Times Providers designed their sales and
marketing strategies by analyzing the current market conditions and their own strengths. Through
this process, New Times Providers was able to develop their sales and marketing strategy to
leverage their competitive advantage with peculiar marketing strategies. This enabled them to
establish the company as the leading print service provider for consumers and business. New Times
Providers has created momentum by engaging critical brand and mass recognition. The company
will monitor the degree of effectiveness of their marketing efforts to establish the return of
advertising on commerce and investment generated from different channels. The ongoing sales and
marketing strategies by New Times Providers entail expanding and maintaining a wide range of
target markets (Nash, 2011). Further, they are creating alliances with services and products firms to
deliver quality products. This has enabled the company to invoke themselves thus bringing and
implementing total solutions for the benefit of customers. The marketing plan for New Times
Providers is based on key fundamentals, which include: The target market segments The
distributions that the company intends to use in reaching out to the target market segments: sales
representatives, retail outlets, and telemarketing. The expected market share

Unauthorized Check Fraud
Third–party bill paying services are often misused to commit check fraud. The checks produced by
these service providers do not include the payor signature. Instead, the signature line reflects
something such as "signature on file." Unauthorized checks produced by third–party payment
services are usually not detected until the customer reviews the monthly bank statement. By the time
the customer identifies the unauthorized check, it is often too late to recover the funds since the
"24–hour window" (actually until midnight of the next banking day) for the timely return of checks
has long since passed. These checks usually sail right through the check clearing system, since they
include good account information and sometimes even include good

Cmgt/410 Project Proposal Essay
Project Proposal Outline
1. Project Title
Call Center Implementation Project
2. Project Objective
This project will allow the roll out of three new call centers for the NASA John C. Stennis space
center.
3. Project Background
This project will create three new call centers at the with the NASA agency to accept customer calls.
This call center will support all 14 of NASA's site. Call center agents will assist customers with tier
0 problems. If customers cannot be properly assisted the call center agents will into a ticket and
route the tickets to the appropriate sites. The call center will handle all customer issues from
computer problems to human resources questions. This is a well–organized approach for the
managing of customer ... Show more content on Helpwriting.net ...
Also an analog one–line back up phone should be placed on each desk for maintenance reasons or if
for some reason the ACD (automatic all dialer) system goes off line agents can still accept calls. All
call center agents will also use a laptop computer with dual monitors to all them to be flexible and
have the ability to test wired and wireless issues a customer may have. Each agent will have a
unique and secured user account. The only person who should be able to access an agent's account is
that agent. After the implementation of the call centers it is necessary to train the center managers on
the systems that will be used in the call center. There will be a 3 day training class offered at a
centralized location for the 3 call center managers and the assistant mangers.
5. Stakeholders
It is important with any project to involve the key stakeholders from the very beginning. This will
help make the projected project plan as robust as possible and would also help to make the top
management team more away of the plan. In order to make an accurate assessment of what is
needed to complete this project it is important to identify the key stakeholders. The following people
have been identified as the stakeholders.
Chief Information Officer
Director of Information Technology
Director of Human Resources
Director of Customer

How to Talk to the Customer over the Phone
HOW TO TALK TO THE CUSTOMER OVER THE PHONE
Customer service in the telemarketing industry is primarily imparted through the phone. Hence,
customer agents should first and foremost possess the right phone skills as part of their customer
service. Hereunder are some tips to improve an agents phone skills.
Greet. A call starts and ends with a greeting. Unlike in ordinary phone calls when a "hello" is
traditionally used to start the call at the receiving end, customer phone calls should be given better
greeting like "good morning". This is then followed by a brief introduction of the agent and the
company one represents.
Use correct grammar. It is one of the primary requirements in telemarketing business to have
employess or customer ... Show more content on Helpwriting.net ...
The causes seem to fall into three logical groups:
 A. Before the calling period begins.
 B. During the calling period.
 C. After the call is completed.
Before The Calling Period Begins:
Plan for the Program: The calling begins without a written plan being agreed to by the client and us.
There are about 20 points to cover in a plan, and it will change as the program moves along, but
there better be a path to follow. No written plan, and you are sure to be finger–pointing later. Take
the time to discuss the issues, rework them, have a senior caller review it, and start the calling at a
slow pace to see if it is working.
Program Objective: Everybody does not have the same understanding of the program
abjective...client, us, and our callers. The client tells us, the managers, what they want
accomplished. We translate it for the callers. Yes, everybody knows we are to 'get leads', but it gets
confusing to the callers when the guided discussion (script), caller information and questions do not
focus on the objective. A program can have several levels of objective, i.e., set appointment, send
literature, have rep call, etc.
Expectations: Having unrealistic expectations of the results of the calls. The client feels we can get
some number of leads per hour, but we do not know what that number is, or concur with their
expectation. The expectation may be valid and reasonable, but there are too many variables to every
program to know

Beachbody Case
Hello Mrs. Klein and Mr. Gefland,
I am writing you regarding in regard's the notice I received for the unfortunate "Mass Lay Off". It is
an unfortunate turn of events however, I am confident that Beachbody will be able realigned and
strongly reorganize as it has done so in the past under Mr. Carl Daikeler's leadership.
In my role at Beachbody I reviewed a lot of performance and call volume reports so, I was in touch
with the current state of Beachbody. Nonetheless, being selected caught me off guard because of
two reasons. Firstly, was due to my conversations with my manager's manager, Executive Director
of Telemarketing Ryan Bicknell in the month's leading up to receiving the notice. Mr. Bicknell had
asked for me to start taking on new ... Show more content on Helpwriting.net ...
Without a doubt, Beachbody has done a lot for me and my family since I began working for the
company in November of 2010. During the rough times realigning groups or improving for
performance I was always confident Beachbody was doing right by their employees. It was Helene,
Babak, and Lee's continuous involvement that was one of the main reasons I was comfortable
delivering over 350 job jeopardy conversations to improve Beachbody's performance and
accomplish its goals. Furthermore, the company has always been more than fair in the past when
making tough decisions. I would kindly ask for the two of you to review the documents provided to
me on 2/22/2017 especially the document titled, "Offer of Confidential Separation and General
Release Agreement".
I ask for this special request because at this time losing my sole source of income comes at a
sensitive and more than personally confidential time. I am currently going through a divorce and
have sole custody of my four sons during the litigation. My schedule at Beachbody made it possible
for me to gain custody without having to ask for any special treatment from my manager or affect
my work performance. I am no confident starting out at new company this will be the case. I just
want to make sure that as I move on into new endeavors that my four sons and I are set up for

Why Are Tablet Personal Computers?
Tablet personal computers are an innovation that the world has welcomed with open arms. They
take all of the capabilities of a full sized desktop and incorporate them into a small package that you
can easily take with you anywhere you go. As with all products, this device can be purchased in
multiple ways which all have their perks as well as their similarities. This paper aims to capture the
similarities as well as the different shopping experience strengths as well as ways to improve upon
them.
While Online shopping, direct mail, telephone ordering and traditional store purchasing of tablets
are very different, they have a few key similarities. Some of the similarities include:
They are all ways to acquire the product
They offer a means of getting to know the device
Their respective shopping experience caters to a select audience
Online shopping is slowly but surely dismantling the way Americans have shopped for decades.
Ease of use, lack of annoying salesmen and a lower price point are all reasons consumers are
shifting from the other mediums of shopping. Online shopping, over wise known as E–Commerce is
when shoppers search the internet for the best prices or stores that offer the best online shopping
experience and have the items they want shipped directly to their front doors. Some strengths and
weaknesses include:
Strengths
Offers cheaper prices due to low overhead
Easily find information on best prices
Easily compare and contrast performance on the

Managing Remote Sales Teams Offer Unique Challenges
Awesome sales teams aren 't just found in office cubicles.
A sales member might attend a CEO meeting in California, play a round of golf with an important
client in Georgia, or cold call prospective leads from an apartment in Barcelona.
Technology makes remote work more accessible. The office now encompasses different countries
and time zones.
A Stanford University research study found that employees are 13 percent more productive when
working remotely. However, managing a remote sales team isn't easy.
People work at their own pace, creating disconnection among team members. When problems occur,
it 's not as simple as getting up from your desk and walking down the hall to get clarification face to
face.
Managing remote sales teams offer unique challenges, but you can overcome them. Let 's explore
four ways to lead your remote team to more closed deals.
1. Set Clear Expectations
When setting expectations, sales employees are encouraged to meet higher performance levels.
A recent Gallup poll of German workers found that when a manager sets clear priorities for their
employees about 38 percent of workers feel engaged and will strive to increase their work
performance.
Establish clear expectations for your team. It provides everyone a set standard to maintain.
The benchmark should include sales objectives, specific online procedures when working on leads,
and tips for managing time more efficiently.
Sales managers must be willing to hop on a Skype call with their team.

Mail Fraud Cases
The federal mail and wire fraud statutes ban plans or schemes to defraud that includes the utilization
of mail or wire communications. Both condemn deceitful conduct that may likewise come
surprisingly close to other federal criminal statutes. Both may serve as money laundering offenses.
Both are deserving of imprisonment for not more than 20 years; for not more than 30 years, if the
victim is a financial institution or the offense is committed in times of crisis. Victims in both of
these situations are entitled to restitution. Both may bring about the relinquishment of property. The
mail fraud statue was introduced in the early nineteenth century and the wire fraud statute is a little
more recent as it was enacted in 1952.
Mail fraud, by definition, ... Show more content on Helpwriting.net ...
During this time, the United States Supreme Court expanded and contracted the reach of the mail
fraud statute, finally merging the various components in Schmuck v. United States, 489 U.S. 705
(1989). From its origins in 1872 to approximately the middle of the twentieth century, the mail fraud
statute's reach was considerable. It was only necessary that the scheme to defraud should be devised
or intended to be devised and a letter placed in the post office for the purpose of executing the
scheme or attempting to do so. The breadth of the statute was extended two years later when the
United States Supreme Court held, to satisfy the mailing requirement, it is sufficient for the mailing
to be incident to an essential part of the scheme or a step in the plot. This broad standard remained
until Kann v. United States, 322 U.S. 88 (1944). In Kann v. United States, the defendants were
corporate officers and directors who were accused of creating a dummy corporation in order to
divert profits into their own pockets. As part of this fraudulent scheme, the defendants "allowed" the
corporation to issue checks payable to the both of them. The defendants cashed the checks at local
banks, which then mailed the checks to the drawee banks for collection. The court held that the
mailing of the cashed checks to the drawee banks could not supply the mailing element of the mail
fraud charges. The defendant's fraudulent scheme had reached fruition. "It was immaterial to them,
or to any consummation of the scheme, how the bank which paid or credited the check would
collect from the drawee bank. The federal mail fraud statute does not purport to reach all frauds, but
only those limited instances in which the use of the mails is a part of the execution of the fraud,
leaving all other cases to be dealt with by appropriate state law" (Kann, 323

Equal Employment Opportunity Commissions (EEOC)
The United Stated is a melting pot. People came from with different background, ethnicity, races,
and color of skins joining the workforce. The country has recognized the dynamic perspective and
set laws to protect the people. Under the Title VII, The Equal Employment Opportunity
Commissions (EEOC) prohibits to discriminate base on race, sex, religion, and national origin in the
work place. In this scenario:
Happy B. White Ltd. is a computer software firm with 50 employees –– 45 are white and 5
Hispanic. After enjoying five years of growth the firm suddenly experienced hard economic times
and decided it had to lower expenses by terminating five employees. Hap B. White, the white male
Company President, had never experienced layoffs in his ... Show more content on Helpwriting.net
...
It was clear with fact and evidences to prove the case. The evidences were mostly obvious and
would not cloud the judgments in this theory. In the other hand, the disparate impact theory, the
plaintiff must prove their points. Evidences could be there, but wrongly represent them the judgment
could go different ways. In this theory, plaintiff must be very careful with their words, examining all
the situations before present the

The Significance Of White Collar Crime, And White Collar...
When we hear the word 'crime,' we automatically assume that it involves criminal or civil crimes.
These crimes usually involve people in robberies, murders, or even injuries. However, there are also
crimes that are committed by a company or a business. Business crimes or white collar crimes are
crimes committed by a businesses or government professional. These crimes are often committed
using confidential information attained by an individual to commit fraud. There are diverse types of
white collar crimes, including tax fraud, telemarketing fraud, and insider trading. White collar crime
was first introduced by Edwin Sutherland in a presidential address to the American Sociological
Society in 1939. During this address, he discussed the importance of these crimes and why they
should be considered crimes (Shover 133). The reason that these crimes are often overlooked or not
discussed are because of the difference in backgrounds and characteristics of the parties involved.
The Internal Revenue Service (IRS) was established to carry out duties to the Secretary of Treasury.
Under Code Sec 7801, the Secretary of Treasury reserves the right to establish any agency to help
enforce revenue laws (Rettig 59). Thus, the IRS Criminal Investigation Unit was created on July 1,
1919, for the sole purpose of investigating claims of tax fraud (The History of IRS Criminal
Investigation (CI)). Tax fraud is one type of white collar crime, which occurs when a company or
individual tries to

White Collar Crime Research Paper
In the future I think that the government will take white collar crime more serious. People often
believe that criminals that commit white collar crimes get off easy because they did not murder
someone. For the past several years the government has not been giving the easy pass to criminals
that committed white collar crimes. Countless of people mistakenly believe that strong punishment
such as long prison sentences is a major deterrent to white–collar crime. Recently, many white
collar criminals have received very long prison sentences. For example, Bernie Madoff was charged
with Securities fraud, investment advisor fraud, mail fraud, wire fraud, money laundering, false
statements, perjury, making false filings with the SEC, theft from an employee benefit plan. Madoff
pleaded guilty in March 12, ... Show more content on Helpwriting.net ...
White collar crime is immovably on the rise, thanks to our technologically advancing society.
Forgery and counterfeit is another growing form of white collar crime. These acts are defined as
imitating or counterfeiting documents or signature for the cause of lying to someone. From the year
1984 to 1993 Forgery and counterfeit increased twenty–one percent and it is still growing (U.S.
Dep. Of Justice 240). The growth in white collar crime incidents has also contributed to a rise in
cost to the nation. According to National Fraud Center statistics, the cost of economic crime has
grown from five billion in 1970 to one–hundred billion in 1990, and is only expected to increase as
circumstances become more frequent. I believe in the future white collar crimes will go and violent
crimes will decrease. The National White Collar Crime Center (NW3C), a nonprofit agency that
supports state and local police in their efforts to stop, investigate and prosecute economic and high
technological crime, reports that while arrests for violent crimes have decreased in recent years,
arrests for white collar

Elements Of Persuasive Communication
Elements in Persuasive Communication: As for the elements in a process of persuasive
communication according to Sumirat & Suryana (2014: 2.25), are: 1) Persuader Persuader is a
person and or group of people who convey a message with the aim to influence the opinions,
beliefs, and behavior of others, both verbally and non–verbally. 2) Persuadee Persuadee is the
person or group of people who are the destination of the message delivered / channeled by the
persuader/ communicator, both verbally and non–verbally. 3) Perception Persuadee's perception
about the persuader and the message he/she conveyed will determine the effectiveness of persuasive
communication. The perception in (Sumirat & Suryana, 2014) is a process of observed a person
derived ... Show more content on Helpwriting.net ...
The meaning of manipulation in the statement is not reducing or adding facts according to context,
but in the sense of utilizing the facts related to the motives of the target consumers, so that it will
follow the purpose of the message conveyed by the persuader to the target consumers. 5) Persuasive
Channel A channel is an intermediary when a persuadee redirects messages originating from the
original source for the ultimate purpose. Channels are used by persuaders to communicate with
various people, formally or informally, face to face communication or mediated communication.
However, in this study is focused on persuasive communication via telephone by the telemarketers.
6) Feedback and Effects According to Sastropoetro (in Sumirat & Suryana, 2014: 2.38) feedback is
an answer or reaction that comes from the persuadee. Feedback consists of internal feedback and
external feedback. Internal feedback is the communicator's reaction to the message he/she has
conveyed. While external feedback is a reaction that comes from the persuadee because the message
conveyed by the communicator does not understand or not in accordance with his wishes or

Hrm At Call Center : A Report Recommendation
HRM in Call Centre: A management strategy to curb attrition Report presented by: Abhishek Shah
Report Presented to: Sujatha Sridharan
Date: 23–11–2014
Student Number: SO256154
HRM in Call Centre: A report recommendation to control attrition
Introduction
Call centers are centralized offices or centers which are set up for the purpose of receiving and
transmitting huge volumes of customer calls over telephone. Inbound call centers are operated by
the parent company, in order to resolve any queries or complaints the customers might have and to
provide a fair understanding of the product in line with any enquiry which is directed towards the
company. Outbound call centers are third part vendors in which the parent company outsources their
call center service to these third party vendors who do the customer handling and bulk request
handling on behalf of the parent company.
Not only trouble shooting, call centers are also set up for the purpose of selling products, receiving
customer feedback through telephonic interaction with the customer, doing customer satisfaction
surveys, provide live support for software and are in other words known as contact centers.
Inbound call centers or calls are mainly made to the customers to obtain information, report a
malfunction or simply ask for help. Outbound calls are made usually by agents for the purpose of
telemarketing.
At the heart of a

Advertising Regulation Of The Advertising
CONTENTS OF THE REPORT:
Introduction
Why advertising needs to be regulated?
Benefits for businesses by following advertisement regulations
Unfavorable circumstances for businesses by not following advertisement regulations
Types of false advertisements
Advertising to businesses
Telemarketing and Consumer Fraud and Abuse Prevention Act
Advertising and Marketing Law
REGULATIONS THAT AFFECT ADVERTISING
Advertising Standards Regulation in Australia
International advertising regulation
How would you define the ethics in advertising?
Conclusion
ADVERTISING REGULATION
INTRODUCTION
Advertisement regulations are laws which govern the ways in which the product or service must be
advertised. Laws can be defined in a ... Show more content on Helpwriting.net ...
Advertisement has provide dynamic growth, innovation to businesses also it has encourage
competition in many market furthermore consumers has now more choices depends on their tastes.
"It stimulates growth and innovation, encourage competition and increase consumer choice. This is
to make consumers aware of product innovation and to let them know about their range of products
available to, the nature and quality of rapid and effective means" (S.Ravi,2010).All of these has
been done to increase or capture the existing market share. It can be said that advertisement is an
important factor for growing the business. To gain advantage from ad it must appreciate the trust of
their clients and for this to be done it needs regulation because gone customer will be gone for a
long time. Furthermore if there is any misleading advertisement then this will also discourage
competition in the market and this will badly impact on the name of business and the customer will
not buy the product or render the service again. Although, it has built the economy, build the
businesses but it has also created the bad impact in many aspects like if Tobacco and alcohol sold
without the regulations then every person will be motivated to purchase. This extensively implies
brokers will need to act as it were that empowers the normal purchaser to make free and educated

buying choices. They will put a stop to forceful offering systems furthermore, deceiving and
misdirecting individuals

The Cold Of Cold Calling
Cold calling is a bit of a dirty word in the sales world. Most individuals you interview hate receiving
cold calls, whilst even the sales representatives have a dislike for the practice. Yet, it remains an
important strategy for many companies and it has the potential to provide plenty of benefits to a
business – if only conducted properly.
This guide will look at what cold calling is all about, the reason it has a bad name and the
advantages it has for businesses. You'll learn about the core buildings blocks of a cold calling
strategy and the keys to a good call.
What is cold calling all about?
The practice of cold calling refers to a situation where a business contacts potential customers
without their anticipation of such an interaction. It is essentially a technique where the business
approaches individuals without knowledge that they are interested.
You shouldn't confuse it with the opposite practice of warm calling, where the business has prior
knowledge to suggest to person contacted is interested in the product. Cold calling can sometimes
also be mistakenly identified as telemarketing. Whilst cold calling is a form of telemarketing,
telemarketing is not limited to using cold calling as a strategy. In telemarketing, there is often prior
research involved and it often includes further call–ups with the individual or business.
Cold calling strategies typically refer to phone calls, but cold calling can also entail different
methods. For example, drop–in visits can

Main Aspects Of Vendors And Packages
IV. Vendor Comparisons Below is a table comparing the various key aspects of vendors and
packages they offer. Table 2 summarizes the main added media channels supported by these
contact–center packages. A checkmark in this table indicates areas that we consider fully addressed
in an off–the–shelf manner; otherwise, comments provide a brief explanation. There are other media
channels that aren't reflected in Table 2 including fax capabilities, which is broadly supported by all
these package offerings. Another up and coming feature is the ability for desktop sharing, where an
agent may aid a customer in completing a form by sharing the mouse and keystrokes. Because of its
nature and thought of security concerns it is used sparingly. Total Cost The following table (table 3)
is a comparison of the major cost components. These are U.S. List prices, and may not always
compare the same configurations, functions, or features. In some cases, the incremental per–agent
charge is based on total defined agent seats, while in others it is based on concurrently logged–in
agents, or ports. Pricing shown is U.S. List, per–seat or per–concurrent agent (per–port), for
software only (unless noted otherwise) While they vary considerably in some architectural respects,
contact centers utilize many of the same subsystems and components regardless of the vendor.
Specific architecture can be different per vendor based on requirements and the packages chosen for
the

Ethics and It
The advances made in information technologies are causing an increasing number of ethical
problems. The power used to processing computers doubles about every two years. Organizations
are more dependent than ever before on their information systems. The Ethical problems arising
from the appropriate use of customer information, personal privacy, and the protection of
intellectual property have lead to increased laws to regulate the way data is collected. There are also
privacy issues involved collecting, storing, and disseminating information about individuals.
Privacy is the right to be left alone and to be free of unreasonable personal intrusions. Information
privacy is the right to determine when, and to what extent, information about ... Show more content
on Helpwriting.net ...
Today's settlement leaves no question that protecting consumer privacy is a top enforcement
priority."
Federal Fair Credit Reporting Act (FCRA)
The accessibility issues revolve around who should have access to information and whether they
should have to pay for this access created ethical concerns with the advances in IT. These
accessibility problems can be linked to formation of the Federal Fair Credit Reporting Act (FCRA),
which promotes the accuracy, fairness, and privacy of information in the files of consumer reporting
agencies. There are many types of consumer reporting agencies, including credit bureaus and
specialty agencies (such as agencies that sell information about check writing histories, medical
records, and rental history records). 3
We can see many instances where personal information collected by these agencies was used
unethically by others to assume the identities of the consumers. If you are a victim of identity theft
or are on active duty with the military, you have more rights under the FCRA. You may seek
damages from violators. If a consumer reporting agency, or, in some cases, a user of consumer
reports or a furnisher of information to a consumer reporting agency violates the FCRA, you may be
able to sue in state or federal court. 4
These ongoing ethical issues that will need to be regulated due to the continued advances in

Managing the Springville Herald Essay
13.1
Positives aside, our team has to look at the negatives while making forecasts using the past three
months of subscription data. Forecasts for the prior year were inaccurate because spending used for
telemarketing was not always consistent. To make accurate forecasts our team has to take these
variables that were not always consistent into consideration. All factors have to be taken into
account before future forecasts can be made. Making future projections using three months of data
may not be sufficient. While running the paper, three months is not a very substantial amount of
time in the long run. The Springville Herald should be gathering more data for a longer period of
time than three months. There are too many ... Show more content on Helpwriting.net ...
Ŷ=b0 + b1 Xi
Ŷ = –413.82 + 4.408 Xi
*Please see the following graphs
13.3 b. If you expect to spend 1,200 hours on telemarketing per month the estimated mean number
of new subscriptions would be the following.
Ŷ = –413.82 + (4.408)(1200)
Ŷ = 4876
This prediction would be based on the assumptions followed by the acronym LINE. Linearity,
Independence of errors, Normality of error, and Equal variance. The first assumption of linearity is
indeed linear. As the number of hours of telemarketing increases the number of new subscription
also increases as seen in the graph attached. By plotting the residuals in order of sequence in which
the data was collected this would complete the check of independence of errors. As seen in the
residual chart attached there are no relationships between consecutive results. Normality is
evaluated by tallying the residuals into a frequency distribution. The residual data in the frequency
distribution attached shows that they follow a normal distribution. The final assumption of Equal
variance shows that there are no major differences in the variability of the residuals. Therefore, by
passing all four tests of

Taking a Look at Marketing Strategies
It is defined as paid form of non personal communication about an organisation, service, product, or
idea by an identified sponsor. Public service announcement, which has an sporadic exception whose
advertising space or time is provided by media. Advertisement involves with mass media is referred
as no personal component which transport a massage to large group of peoples, often at the same
time, for instance TV, radio, magazines, newspapers. Non personal component means there will be
no opportunity for quick feedback from the message recipient, so the advertiser must know how the
audience will interpret and respond to it, only before the message to be sent. Advertising is famous
and widely spread and discussed form of promotion because of its omnipresentness. It is the main
prominent promotional tool particularly for companies whose products are targeted at mass
consumer markets. It is the most cost effective method for communicating with large audience.
Advertising will be used to improve brand images and symbolic call for a company or brand. This is
an important opportunity for companies selling products that are difficult to differentiate on
practical ascribes. Other plus point of advertising is its capability to hit a responsive chord with
customers when distinction across other tools of marketing mix is difficult to achieve. Good and
popular advertising campaigns can sometimes be influenced into successful integrated marketing
communication programs. The way and

Essay On Enterprise Product Management
Topic: Enterprise Product Management
Software development companies dedicate a substantial amount of resources and manpower for the
development of applications according to requirements specified by enterprises or individuals.
However, subsequent to the development of such applications/software, companies are required to
ensure that such software/applications perform in accordance with the client's requirements.
At larger companies that discipline of product management will always be unique to that
organization. They will have a passion for your products and their success matters more than
organizational power. The role of a product manager is full of opportunities to find a passion for the
product today, its future roadmap, sales ... Show more content on Helpwriting.net ...
Engineers are usually great at solving problems and this is a huge part of a software engineer's job.
If you are hoping to take on this role then you should love a challenge and have great attention to
detail.
This is a very new field that has been developed recently. Consequently, there has been much debate
over exactly what a software engineer is and which disciplines the job is formed from. For example,
some say this job is much more focused on the engineering side of software development and the
theory that comes from this field. This is taken from the point of view that software engineering is
more of a science than anything else. However, others disagree and argue that this job requires a
certain amount of creativity and therefore some aspects of art are applicable.
It is also helpful to be aware of some of the developments in the field and some very basic history if
you want to be a software engineer. Early computers were controlled by internal instructions that
made them work and function in a very simple way. Operating systems were developed in the late
1960's and they provided a new way of managing hardware. The development of the internet has
also significantly changed the software engineering world and provided a lot of job opportunities.
There are limited courses that a specifically designed for this role. This is due to the fact that it is a
fairly new discipline and is in the early stages of

Sample Resume : Selling Process
Selling is a process that involves an interaction between a potential buyer and a seller hired by a
company to sell its products to potential buyers.
Selling can be divided into two types.
Personal Selling– Personal selling can be defined as a personal, face to face selling between a seller
and a buyer. Personal selling is highly effective when the product is of high value or is a technically
difficult product.
Example– Property Dealers
Relationship Selling– Relationship selling or consultative selling involves creating long term
relationship with the consumer in order to sell a product or service. Relationship selling also helps
in increasing customer loyalty. The emphasis in relationship selling is on a long term relationship ...
Show more content on Helpwriting.net ...
These ads are often followed by a short survey that can be accessed by sales representatives which
can later result in generating sales leads.
Publicity– Publicity on television, newsletters, magazines help in generating sales leads.
Cold Calling– It's a form of lead generation technique in which the salesperson approaches potential
buyers without any prior knowledge about the customers' needs, wants or financial status.
Networking– Another important way of generating leads is through networking. This is as simple as
contacting your family, your friends, former colleagues and existing clients for generating leads and
identifying potential customers. Sales professionals are also using LinkedIn to generate leads and
clients all over the world.
Trade shows– Trade shows are an excellent opportunity for generating sales leads. By setting up a
kiosk at a trade show you can collect information about potential buyers and customers.
Telemarketing and Teleprospecting– Telemarketing and Teleprospecting are two different things. In
telemarketing companies generally employ the services of a telemarketing firm that employs
operators who read from an already prepared script. These operators sell a product or service
directly to the public over the phone. Whereas in Teleprospecting trained operators are employed in
order to contact the target business or customers. The major difference is

Dish Strategic Management
Introduction
If you fail to plan, then you plan to fail. Many people commonly use this phrase and in a business,
this phrase couldn't be truer. Having a plan is crucial, but just having a plan will not due. This is
where strategic management comes in. Many businesses use strategic management and in this paper
we will use the company Dish as our example. Strategic management involves both the formulation
and implementation of a plan. Implementation is an essential part of the strategic planning process
because having a plan without actually putting it into action is pointless. The successful
implementation of the strategic management plan in a large corporation like Dish is highly reliant on
measurement and evaluation efforts during and after the implementation phase. In this essay, I will
review strategies Dish used that were not successful as well as ones that were. I will also discuss
barriers that might have interfered with the success of some strategies and the type of strategic
evaluation efforts I think are necessary to keep an eye on progress. Finally, I will talk about how
measurement of implementation processes and the evaluation process helps assure future success for
Dish.
Good and Bad Strategy Examples
Having a well–developed strategic plan sets goals and tactics for a company. Today's ... Show more
According to an article in the Federal Trade Commission, Dish had customers who wanted to be
removed from Dish's calling list, but they were not, even though they had been told they had been
removed. Dish continued to call them and some of these customers got fed up and took this case to
court. In this case, a federal judge in Illinios deemed Dish Network liable for 57,606,609 illegal
telemarketing calls (Fair, 2015). A case like this leaves a company with a bad mark and ruins their
reputation. Dish is now known by some people, as a company who hounds and annoys its

Population Of The Aging Workforce
Executive Summary
Population of the aging workforce will continue to increase and it is important to understand the
advantages of older workers in an oragnisation and the implications (Bockman & Sirotnik, 2008).
Many employers regard older workers as hinders or obstacles to growth and development of
organisations (Kunze, Boehem & Bruch, 2013). This report firstly introduces the perceptions of
older workers and discuses the stereotypes that older workers are less productive than younger
workers. This report addresses the common issues of the aging population in the workforce and its
misconceptions of older workers in a telecommunication oragnisation that callout and call–ins
customers and door to door sales. In addition, demonstrates possible solutions and implications to
reduce misconception and poor performance from older workers by creating supportive and
encouraging environments that also allows older workers to participate in learning, training and
development. The findings of this report revealed that the misconception of younger workers were
more productive and performed better than older workers were proven false. Furthermore, the
results revealed that older workers were as capable in performing as effectively as younger workers.
Further recommendations were needed to ensure that practical implementation and methods are
taken to improve the quality of the work environment for older workers by following the S.M.A.R.T
principle.
Introduction
The aging

The New Frontier : Data Analytics
Assignment 1: The New Frontier: Data Analytics
Richard Coale
Dr. Progress Mtshali
CIS 500 – Information Systems for Decision Making
August 18, 2016
Define data analytics in general and provide a brief overview of the evolution of utilizing data
analytics in business Data analytics includes the process of the analysis after collecting, of data to
determine patterns as well as all types of information. Businesses profit from this data analysis and
how it has been classified. Originally data analytics was termed data analysis. Only recently was it
changed to the new term. Beginning with the advent of social media after the internet, companies
began to use data in totally different ways. What once would have been discarded as unuseful data is
now regarded as gold in the IT industry. Items such as what is a person 's breed of dog is now
extremely important data that is sorted, managed and marketed. Considering this evolution, "in the
past, analytics was reserved for back–room deliberations by data geeks generating monthly reports
on how things are going. Today, analytics make a difference in how the company does business, day
by day, and even minute by minute". (Hackathorn, R., 2013).
Analyze the main advantages and disadvantages of using data analytics within the industry or
company that you have chosen The industry explored here is telemarketing, specifically outbound
telemarketing whose goal is to get an on the phone customer to purchase a specific

Essay on Valley Winery Case Study
Case One:
Valley Winery
Valley Winery, a favorable wine company, hired Pat Waller as their sales manager of the San
Francisco region's chain division. Although the company has had increasing sales for the past
several years, Valley Winery has its fair share of problems that have Waller worried. He is very
aware of the competitiveness within the wine industry and is concerned that Valley Winery will not
be able to continue consistently increasing their sales.
Turnover rate is the number one issue at Valley Winery. Every problem the company has bleeds into
the turnover rate. The company's turnover rate is currently at almost 100 percent a year; this is a
huge issue that Waller must address. The existing sales rep employment average ... Show more
With so much responsibility given to one person, effectiveness becomes a concern. The person in
charge of hiring judges candidates based on youth and physical characteristics, rather than
legitimate credentials. There is no consistency or checks and balances within the hiring process.
Essentially, a single person is making all of the hiring decisions without any guidelines from upper
management. Hiring sales reps based on qualifications would correlate with a reduction in the
turnover rate.
The fourth and final issue is the quotas set for the sales reps. Unattainable quotas are the issue
behind the turnover rate and the aggressive sales attitudes. Right now, each sales rep is required to
meet monthly display quotas for different lines of products. It is nearly impossible for the reps to
meet their quotas, which leads to exaggerating numbers and tampering with competitors' products.
Sales reps are discouraged by unrealistic quotas and overwhelming workloads; a combination that
leads to low employee morale and high turnover. In order to solve his laundry list of issues, Pat
Waller must do some serious restructuring, beginning with the hiring process. Waller needs to begin
recruit top performers from competing firms. Because the wine industry is incredibly competitive,
this will help the Valley Winery stay on top. Also, the interview process needs to be more thorough
and realistic.

Sales Process Level 2 : Customer Profile Acquisition
Sales Process Level 2 BPMN
Customer profile acquisition
The marketing team is in charge of obtaining customers and profiling them. The process of
obtaining customers can be through cold calling, product presentation at customer site. Once a
customer shows interest in the product, the marketing team collects the relevant details of the
customer such as name of the customer, address and related business details.
Site Visit/Cold Call
Once the customer has been profiled, the company's sales team may visit the customer if such a
customer was attracted by advertisement. In either the visit or cold call, the sales team should
inquire on the urgency at which the customer requires the product, and the number of product
installations required. At ... Show more content on Helpwriting.net ...
Obtain Customer's Requirements To get the customer's requirement, the sales team should obtain the
following from the customer: type of product required, level of customization and number of
products.
Sponsor Agreement (send/receive)
Sponsor agreement is sent to request funding for the product i.e. the customer should commit to
funding the content development work that will be offered by Panviva. The mail sent to the client
should contain a bill of quantities with prices of those quantities stated. A total price should be
quoted as well. The letter should also specify any other type of support that the client should
provide. For instance, some content development may have to take place within the client's premise
thus the client has to provide a work desk, hardware etc. If the client agrees to with the bill of
quantities and other requests, he should sign in agreement. If the customer has any issues, they
should discuss them before agreeing to the.
Product Demo
A detailed product demo should be given to the client so that he understands clearly how to operate
the system. The demonstration is done to the relevant staff of the client company i.e. the technical
staff. The demo should include starting the system, accessing it, using the system for intended work
with examples being shown, securing the system, and logging out of the system.
Follow Up and Confirmation Letter
A follow up letter affirms the client's dedication to obtaining the product that has been

Good Faith: Statute Of Limitations
Despite the aggressive battle against these perpetrators, they are entitled to defenses, and the two
most common defenses against alleged violations of the mail and wire fraud statutes are to proclaim
that the acts were made in good faith, or the not–really–a–defense–but–a–technicality, statute of
limitations.
A. Good Faith
Starting with the Good Faith defense, if the defendant asserts a good faith belief that and alleges that
any "fraudulent" representations were in fact true when made, this would hereby rebut the
fraudulent intent element. If there is sufficient evidence on this matter, they defendant may request a
jury instruction directly on the issue, and if the defendant does in fact assert this defense, the
prosecution will likely be admitted to introduce other acts of the person for the jury to weigh the
evidence accordingly.
B. Statute of Limitations
The statute of limitations for mail and wire fraud schemes has generally been five years from the
day of the fraudulent act. It has been recognized however, that if the scheme affects a financial
corporation or institution, the statute of ... Show more content on Helpwriting.net ...
SENTENCING
The statutes 1341, and 1343 of regarding respective mail and wire fraud provisions, state that any
defendant that is convicted of mail and wire fraud, that is not specifically affecting any financial
institution, shall subject to a fine, a prison term of up to twenty years, or both. Concurrently, any
violations may also result in civil or criminal forfeiture.
The Unite States Sentencing Guidelines is the governing law when it comes to the sentencing of
those who have violated federal criminal law. Specifically, under Part B: Chapter 1, which includes
"Offenses Involving Fraud and Deceit." Under this specific provision, it provides that every single
instance of mailing or wiring fraud constitutes a separate count for sentencing purpose, and as the
monetary loss of each victim increases or the intended loss, the punishment becomes gradually more

Chief Executive Officer. Rober Devlin Is A Chairman And
Chief Executive Officer
Rober Devlin is a chairman and CEO of American General Company. The corporation is the third
largest multiline financial services company that provides life insurance, pensions, annuities,
consumer loans, and investments. As a CEO, which is a high–level management position, he must
responsible for many different resources and decisions. If the company doing well, CEO acquires
recognition. If not, he must responsible for the downside of the business. Typically, responsibilities
include decision maker on strategy and other key policy issues, manager, and executor. The
decision–making role involves high–level decisions about policy and strategy of the company. The
hardest part for him is to face and solve multiple ... Show more content on Helpwriting.net ...
He normally will accept all job applicants unless if they have a lot of misspellings. He helps people
get well trained to prepare sales talks, reading from scripts that describe products or services, to
persuade potential customers to purchase their products. I think it's a crucial job for me to deal with
different people every day. I will always have an unsecure feeling if I'm doing this kind of job
because I know one of my coworkers is going to leave within one or two weeks because he can't sell
things over the phone. Moreover, people normally will not nicely enough to talk a business with
cold calls over the phone. They may yell at you over the phone, and your mood is going to be
affected by the customs. He started his career as a sales person and promoted to a manager position,
and he didn't like his sales career but likes his training jobs. He has a good career choice because he
gets salary not by commission. However, it's an awful world when the market is going to down, and
he may be fired if not enough sales records in his office division.
Second–Grade Teacher
Katy Bracken is a second–grade teacher at a private school. She loves to teach and playing with
children at school. Before she chooses a school teacher as a career, she was one of those people who
couldn't decide what they wanted to do in their life. When she graduated from college, she moved to
Chicago

Total Solutions Of A Project Management Company
TOTAL SOLUTIONS
A PROJECT MANAGEMENT COMPANY
Prepared By: – BHATNAGAR Pallavi, 20152436
Word Count:– 2174 words
Email: bhatnagar.pallavi@outlook.com
Executive Summary
Table of Contents Page Number
Executive Summary 1.0 About Us
1.1 Our Background 1.2 Our Profile 1.3 Our Vision 1.4 Our Values 1.5 Our History 2.0 The Project
2.1 Project Description
2.2 Scope of Work
2.3 Project Objectives 3.0 Call Centre
3.1 Call Centre Market
3.2 Call Centre Technology
3.3 Call Centre Equipments
3.4 Health and Safety 4.0 Risk Matrix 5.0 Project cost
6.0 Project Implement Schedule
7.0 Financial analysis
8.0 References
Our Background
Total Solutions is an award winning provider of efficient professional project management solutions
and project planning services in New Delhi, India. Since 1997, Total Solutions has been a specialist
business management consultant that has been providing solutions to many clients all over India.
Our Profile
Clear Vision is a capable leader in designing, training, and consultation industry. With almost 20
years of experience in the same field and over 75 experts working in the company, it has gained
popularity in all over India. We aim to exceed the expectations of our clients and deliver the best
services. We analyse and the design carefully depending on the needs and requirements of the
business and clients. It is our constant endeavour to provide the finest

Persuasive Speech : Making Cold Calls
Join the telephone soliciting team
Making cold calls should not a spur of the moment activity. You are calling a total stranger. If you
sound inexperienced, like you have no idea what you are talking about or are not prepared the calls
will not go well. Your first challenge will be fear.
The only way to get around being scared is to start dialing. The only honest advice I can offer is that
the 38th call you make will be a lot easier and smoother then the first 3. If you have never made
cold calls before you must accept some hurdles you need to work through:
1. Expect to stumble or get twisted with your words. This is new and fear will distort your plan of
approach.
2. Even though you can read a carefully prepared script you can still give an insecure impression.
3. You will be tempted to pause between calls. This can be a death pause in your cold calling.
Having trouble staying on track and stumbling with your pitch is normal. You have not done this
before and it will take some repetition to get yourself comfortable. There is nothing wrong with
laughing at your mistakes if they are part of a learning process. Keep making those calls. It will get
easier as you move through more conversations.
Fear is transmitted through body language, and tone of voice. It has been proven that if you smile
before you answer a call your voice is more pleasant and receptive. The same holds true with body
language when you are the one dialing. Get comfortable and assume a professional relaxed position.
It will help with your tone of voice and confidence levels.
As you are told no, many times there might be a temptation to pause between calls. This is
especially true if the last call did not go very well at all. Maybe there was a lot of negative from the
individual making it clear they do not appreciate phone solicitors. Do not let this pause last long.
Remember it is a numbers game. The sooner you work through the no thank you the quicker you
find one who will consider your performance.
It is also a good idea to set up a recorder and record yourself. I did not say or suggest you record the

callers side of the conversation. There are strict laws on recording others without their knowledge.
But

Essay on ComputAbility
ComputAbility, a mail–order company, began in 1982. An authorized reseller of computer software
and hardware,
ComputAbility offers their clients over 50,000 products.
The company has built their reputation on a foundation of competitive prices and quality service. In
August of 1997,
Creative Computers, also a mail–order company, acquired
ComputAbility. The acquisition provided a number of benefits to the company, primarily a larger
product selection to offer to customers.
Currently, ComputAbility employs 60 + people with plans of adding on 20 to 30 more sales
representatives and support staff during the next year. Prior to February of
1998, all of the sales representatives were in the inbound division. This division handles all
incoming ... Show more content on Helpwriting.net ...
Creative
Computers hired the company who developed
"Discovery," to train the company's internal trainers and select corporate sales
representatives. After the initial training, the company trainers conduct Discovery for all remaining
and new employees.
The training program consists of five courses, each containing one to three modules. The modules
focus on techniques for cold calling, probing the company needs, developing client relationships,
and account and time management. Representatives are given metrics (daily goals) in the following
areas; number of calls, talk time
(amount of time the representative spends on the telephone), and dollar. The following goals show
the expectations given to the employees during the first 6 months the training was in place:
Calls: 80–120 calls per day
Talk Time: 3.5–4 hours per day
Dollars: $3000 – $28000 gross profit
(determined by months of employment)
The company who created Discovery developed the metrics of calls and talk time. The dollar goals

were determined by ComputAbility.
Discovery has been in place for approximately 9 months.
ComputAbility has experienced a few issues regarding the metrics. The first issue deals with the
number of calls the sales representatives are required to make. Representatives have expressed to
management that the goals are not realistic and do not allow for development of client relationships.
As a result of the first issue, the company is

Unit 11 M2 Essay

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