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1.1 INTRODUCTION
Tele marketing is the use of the telephone to sell a product (or)
service. Telemarketing can be especially beneficial tool for small (or) medium
businesses. This method of marketing give us many opportunities to expand our
businesses. This form of marketing can be done from home, from a call center
(or) from the office. Telemarketing bring comfort for us, people to buy products
from home instead of going outside. More than seventy percent of disabled
people prefer buying products from their home. Also, this method of marketing
provide job opportunities. Disabled and retired people, students need a job.
Telemarketing companies give a lot of people enable to work.
Telemarketing was become more recognised and also telemarketers
started to get professional training in the 1965. Recent decades, this marketing
has become important and significant trend in the world company. I will define
my project that, what is telemarketing, concept of telemarketing, how to be a
good telemarketer, inbound and outbound telemarketing, marketing levels
involved in telemarketing (B2C, B2B), exactly focus on advantages and
disadvantages of telemarketing.
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1.2 MEANING AND DEFINITION
What is telemarketing?
Telemarketing -the marketing of goods and services selling by using
telephone calls, typically unsolicited, to potential customers. Telemarketing is a
direct market technique for selling goods and services, making appointments,
and generating sales leads, choosing a successful telemarketing company can
improve your customer acquisition and retention. This kind of marketing
companies use trained staff and automatic, speed-dial apparatus to make the
telephone calls. The marketing act should be organised by live operator and also
by a recorded message. Recorded message reducing the human resources costs.
Telemarketing become impersonal that the use of automated and pre-recorded
voices makes this type of marketing.
Telemarketing used to be just about maximizing sales. A recent
model in telemarketing is to use “robocalls”. Robocalling is a form of voice
broadcasting that is most constantly associated with message containing a
political connotation. For effective telemarketing process to required two (or)
more calls. The first call (or series of call) is mainly used to identify the
customer’s needs.
The last (or) final call motivate to purchase by the customer.
Robocalls are known for failing to add members to their do-not-call list and
repeatedly interrupting individuals at all hours of the day. Recently, it is
estimated which 21% of all calls to landlines are robocalls in the united states.
According to travis, chief of the FCC’s enforcement bureau, the FCC gets more
complaints about robocalls more than another telemarketing practice.
The telemarketing industry used to start back to the early part of the 20th
century
that telephone utilised as a marketing technique. Stock brokers have
traditionally made broad use of the phone, a practice that keep going today.
Magazine editors start to use telemarketing broadly in the 1940s and 1950s.
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in 1955 Reuben H. Donnelley started to use a telephone sales program to sell
advertising in the yellow pages. This began a significant telemarketing success
story. Dial American is the first telemarketing company which started in the
1950s.
The company consist of two calling telesales which on the inbound
station, second the outbound station. The inbound station authorized customers
to contact the company. The outbound station was pay attention to traditional
sales. Both of these ways were more efficient in the growing post-war economy.
The Dial America’s company created new sales-call strategy to support
domestic sports teams and other charities in the 1960s. This firm stay one of the
largest telemarketing companies so long time.
In 1970, the bell’s company used toll-free services. Toll-free
services allow callers to reach businesses. Today many companies apply to this
services that calls for purposes of solicitation. Recent years, telemarketing has
expanded with new technology, add to video conferencing calls in spite of the
fact that typically conducted with existing customers. Despite early successes,
technological advances have led to be the extensive growth of telemarketing
since 1960.
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Prospective customer in telemarketing are defined by various
means which included entry forms for competition, past purchases history,
credit limits, -previous requests for information and application forms (MC
KEE& Walk up, 2010, page 104), Names may also be purchased from another
company’s consumer (or) obtained from telephone directory. The qualification
process is planned to define that customers are very likely to buy product (or)
service.
Telemarketing is not only used by companies. Other non-profit
based organisations, charitable and humanitarian organisation and political
parties more frequently use to solicit for donations.
Telemarketing industry is rapidly growing in the united states
between 1988 and 1999. Totally near 2500 companies included telemarketing
industry. More than 80 million American citizens bought good and services via
telemarketers in the 1995. Consumer sales aggregated about $186 billion with
business-to-business sales achieved over $238 billion. In 1999, united states
marketing and advertising firms disburse more than $110 billion. The value of
goods and services sold via telephone had reached $150 billion in the united
states and in the world more than $750 billon in the 1999. Telemarketer attain
many more potential customers than can a salesperson on the road. Also
telemarketing industry payment lower than other industries. According to
occupational outlook quarterly, the telemarketing category median salary for
employees were $7.7 in the 1996. In addition to that, in the same year more than
300.000 American citizens were employed in telemarketing and related to this
that annual revenue of telemarketing generates about $424.5 billon.
Telemarketing is organised by the federal communications
commission, the federal trade commission and state agencies. In 1995, federal
trade commission (FTC) regulated telemarketing…..
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1.3 Telemarketing Sale Rules
Telemarketing law implemented by the federal communications commission
(FCC) is the telephone consumer protection act. The federal trade commission’s
rules determine that when calling time, telemarketers what can (or) can’t doing.
The Rule:
➢ Prohibition for the sale of certain goods and services.
➢ Restriction of calls when a consumer ask bot be called.
➢ Avoid misrepresentations.
➢ Particular disclosures.
➢ The prohibition of calls after a consumer asks not to be called.
➢ Focus on time when telemarketers can (or) can’t call consumers. For
instance, telemarketer can’t call at night (or) morning 6 a.m.
➢ Requirement that certain business records be kept for two years.
Telemarketers should be provide you with their name, explain for
customers what are selling, tell you the cost and any other terms before they
make a payment for the products and services. Also telephone calls not covered
generally by the rule.
Ford motor company the first huge campaign of selling by phone in
1970 and realized by ITC. The company for offering telemarketing services,
probably the world’s best known company. There were twenty million calls by
15,000 housewife trained and hired to make sales utilizing phones. Totally they
generated 340,000 positive contacts, on average, sales were $65.00 dollar per
unit
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1.3 OBJECTIVES OF TELEMARKETING
❖ Generating leads:
Telemarketing can also be used to gather feedback
from existing (or) potential customers, which can be used to improve products
(or) services and adjust marketing strategies.
The overall objectives of telemarketing will depend on the
specific goals of the business and the target audience being reached. It’s
important to have a clear objective in mind for each telemarketing campaign
to ensure success.
❖ Qualifying prospects:
Telemarketing sales can also be used to Qualify
prospects and determine if they are a good fit for the product (or) service
being offered. This can involve asking questions to assess their needs, budget,
timeline, and other factors.
Generating
leads
Qualifying
prospects
Closing sales
Up selling and
cross-selling
Building
relationships
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❖ Closing Sales:
Another important objective of telemarketing is to close
sales and convert prospects into customers. This require a more structured
approach to selling and a skilled sales team that can address objections and
provide persuasive arguments.
❖ Up selling and cross-selling:
Telemarketing can also be used to follow up with
existing customers and strategically upsell (or) cross-sell additional products
(or) services to them.
❖ Building relationships:
Telemarketing can be an effective way to grow
relationships with potential and existing customers. By providing personalized
attention and addressing their needs and concerns, SDRs can establish trust
and loyalty.
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HISTORY OF ADMINISTRATION:
PES solution is led by a CEO (or) managing director who
provides and oversees the company’s operations. The leadership team,
comprising executives with expertise in various domain such as technology,
operation, finance, and marketing, collaborates to drive the company’s growth
and success. The board of directors provides governance and guidance,
ensuring adherence to corporate policies and alignment with the company’s
mission and values.
PES solution has a structured organisational hierarchy, with
department (or) divisions responsible for different functions such as research
and development, sales, customer support, and administration. The company
may adopt a matrix (or) functional organisational structure, depending on it’s
size, industry focus, and business objectives. Clear lines of communication and
reporting channels facilitates efficient decision making and co-ordination
across team…
PES solution’s administration focuses on strategic initiatives aimed at
driving innovation, expanding market reach, and delivering value to customers.
key initiatives may include investing in research and development to develop
new products (or) solutions, forging strategic partnerships (or) alliance to
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access new markets (or) technologies, and enhancing operational efficiency
through process optimization and digital transformation.
The process (or) activity of running a business, organisation, etc.
The day-to-day administration of the company;
PES solution aims for sustainable growth and profitability,
with a focus on delivering long-term value to shareholders and stakeholders.
The company monitors key financial metrics such as revenue, profitability, cash
flow, and return on investment to assess its financial performance and make
informed decisions. Looking ahead, PES solution remains optimistic about its
future prospects, leveraging its strengths in technology, innovation, and
customer relationships to capitalize on emerging opportunities and navigate
potential challenges in the competitive landscape…..
MANAGEMENT
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HISTORY OF MANAGEMENT:
Management is the process of planning and
organising the resources and activities of a business to achieve specific goals in
the most effective and efficient manner possible. Efficiency in management
refers to the completion of tasks correctly and at minimal costs. Effectiveness
in management relates to the completion of tasks within specific timelines to
yield tangible results.
The management team has been actively engaged in overseeing
company operations and implementing strategic initiatives to drive growth and
efficiency. Through effective leadership and collaboration, management has
successfully navigated challenges in the market landscape while capitalizing on
emerging opportunities. Key focus areas have included enhancing operational
processes, optimizing resource allocation, and fostering a culture of innovation
and continuous improvement. Management remains committed to achieving
the company’s strategic objectives and delivering value to stakeholders
through prudent decision-making and proactive risk management.
Management (or) managing is the administration of organizations,
whether they are a business, a nonprofit organisation, (or) a government body
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through business administration, nonprofit management, (or) the political
science sub-field of public administration respectively. It is the process of
managing the resources of businesses, governments, and other organizations.
Larger organizations generally have three hierarchical levels of
managers, in a pyramid structure:
❖ TOP LEVEL MANAGEMENT:
Top management roles include the board of directors
and a chief executive officer (CEO) (or) a president of an organisation. They set
the strategic goals and policy of the organisation and make decisions on how
the overall organization will operate. Senior management are generally
executive level professional who provide direction to middle management.
❖ MIDDLE LEVEL MANAGEMENT:
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Middle management role include branch
managers, regional managers, department managers, and section managers.
They provide direction to the front-line managers and communicate the
strategic management to the front-line managers.
❖ LOWER LEVEL MANAGEMENT:
Lower management roles include supervisors
and front-line team leaders, who oversee the work of regular employees, (or)
volunteers in some voluntary organizations, and provide direction on the their
work. Line managers often perform the managerial functions that are
traditionally considered the core of management.
Management is taught across different disciplines at colleges and universities.
Prominent at colleges major degree programs in management include
management, business administration and public administration.
The word management is derived from the Latin word “MANUS” which means
hands.
It means management is handling some activity. The modern aspect of
management is exhaustive that is not only includes handling of any activity but
many others aspects also.
