Glossary





Appointment Setting

Appointment setting is the process of making appointments with potential customers or clients. The goal of appointment setting is to make a connection with the potential customer or client and to set up a meeting or call. Appointment setting can be done over the phone or in person.

When appointment setting, it is important to be clear about what you are offering and what the potential customer or client might be interested in. It is also important to be polite and professional. Appointment setting is a way to build relationships with potential customers or clients, so it is important to be patient and to listen to what the other person has to say.



B2B Sales

The term B2B sales refers to the sale of goods or services from one business to another. B2B sales can take place between companies of all sizes, from large multinational corporations to small businesses.

B2B sales can be a complex process, as businesses must often negotiate contracts and terms of sale. In many cases, B2B sales also involve the sale of customized products or services, which can add to the complexity.



B2C Sales

B2C sales are transactions between businesses and consumers. This type of sale is often done online, but can also be done in person. B2C sales can be small transactions, such as a customer buying a product from a business, or they can be large transactions, such as a business selling a service to a consumer.



Call Analytics

Sales representatives are always looking for ways to improve their performance and close more deals. Call analytics can be a valuable tool in this process, providing insights into what works and what doesn't.

Call analytics can help sales reps understand which calls are most likely to result in a sale, and which ones are a waste of time. They can also identify patterns in customer behavior, such as when they are most likely to buy. armed with this information, sales reps can make adjustments to their approach and close more deals.

Call analytics can also help managers identify coaching and training opportunities for their team. By analyzing call data, managers can see which reps are struggling and what areas they need to work on. This information can be used to create targeted training programs that help reps improve their performance and close more deals.



Call Back

A call back is a telecalling technique in which the caller asks the person they are speaking to if they can call them back at a later time. This can be used to schedule a time for a more in-depth conversation, or to allow the person being called to time to gather information. Call backs can also be used as a way to follow up on a previous conversation.



Call Outcome

Sales representatives often have to make split-second decisions when it comes to whether or not to pursue a particular lead. One of the most important factors in these decisions is the likelihood of success, or the "call outcome."

There are a number of factors that go into predicting call outcomes, including the type of product being sold, the geographical location of the customer, the time of day, and the customer's previous purchasing history. However, one of the most important predictor of call outcome is the sales rep's own intuition.

Sales reps who are experienced and have a good track record with call outcomes are usually able to make accurate predictions based on their knowledge of the customer, the product, and the market. However, even the best sales reps can't always be right, and it's important to have a system in place to track call outcomes so that reps can learn from their mistakes.

Tracking call outcomes is a crucial part of any sales operation, and it's something that all sales reps should be doing on a regular basis. By tracking call outcomes, reps can identify patterns and trends that can help them improve their success rates.



Call Recording

In telecalling, call recording refers to the process of recording telephone conversations with customers and clients. It is a valuable tool for businesses, as it allows them to review calls and ensure that their employees are providing excellent customer service. Additionally, call recording can be used to protect businesses from legal liability, as it can provide evidence in the event of a dispute.



Cold Calling

Cold calling can be a great way to generate new leads for your business. However, it can also be a daunting task for many salespeople. The key to success with cold calling is to be prepared and to know your product or service inside and out. You also need to be comfortable with rejection and be able to handle rejection in a positive way. Finally, you need to be persistent and make a large number of calls in order to generate new leads.



Cold List

A cold list is a list of potential customers or clients who have not been contacted before. In telecalling, a cold list is a list of telephone numbers that have not been called before. Cold lists can be purchased from list brokers or generated in-house. When calling a cold list, it is important to have a script and to be prepared for a high number of rejections.



Conversion

Conversion in tele calling means persuading the person on the other end of the line to take the desired action. This could be anything from buying a product to signing up for a service. The key to conversion is effective communication. This means being able to understand the needs of the customer and then articulate how your product or service can meet those needs. It's also important to be able to build rapport and trust with the customer. If they feel like they can trust you, they're more likely to do business with you.



Decision maker

In sales, the decision maker is the person who ultimately decides whether or not to buy a product or service. This person may be the sole decision maker, or they may consult with others before making a final decision. In either case, the decision maker is the key person in the sales process.

The decision maker is usually the one with the most authority or influence within the potential customer organization. They may be the business owner, the CEO, the head of a department, or any other decision-making authority. In some cases, the decision maker may not be the most influential person, but they may be the one tasked with making the final decision.

In any case, the decision maker is the one who needs to be convinced that your product or service is the right solution for their needs. This means that you need to understand who the decision maker is, what their needs are, and what their decision-making process looks like. Only then can you craft a sales pitch that is tailored to their specific needs and designed to persuade them to buy.



Deduplication

Deduplication in telecalling is the process of removing duplicate entries from a database or list of records. This is often done to improve the efficiency of a telecalling campaign, by ensuring that each contact is only called once. Deduplication can be performed manually, by comparing records side-by-side, or by using software that can identify duplicates based on certain criteria.



Discovery Call

A discovery call is an initial meeting between a potential client and a service provider, during which both parties learn more about each other and decide whether to move forward with a project.

The discovery call is an important step in the sales process, as it allows both parties to learn more about each other and determine whether they are a good fit for each other. The service provider can learn about the potential client's needs and whether they are a good fit for the provider's services. The potential client can learn more about the provider's services and whether they are a good fit for their needs.

Discovery calls are typically conducted over the phone or via video conference, and they usually last about 30 minutes. During the call, both parties will ask questions and share information about their needs and expectations. At the end of the call, both parties will decide whether to move forward with a project.



Follow up call

A follow up call is a phone call made after an initial contact with a customer or client. It is an opportunity to check in, see how the customer is doing, and build a relationship.

The best time to make a follow up call is within 24-48 hours of the initial contact. This shows that you are interested and attentive, without being overly pushy.

When making a follow up call, be sure to introduce yourself and remind the customer of your previous conversation. This will help them remember who you are and why you are calling.

Be friendly and helpful, and take the time to answer any questions the customer may have. By creating a positive experience, you increase the chances of doing business with the customer in the future.



Gate Keeper

The gatekeeper in sales is the person who controls access to the decision maker. The gatekeeper may be the assistant, receptionist, or even the decision maker themselves. The gatekeeper's job is to screen calls and visitors, and to direct them to the appropriate person.

In order to be successful in sales, it is important to learn how to deal with gatekeepers. There are a few basic strategies that can be used. First, it is important to be polite and respectful. The gatekeeper is just doing their job, and they will be more likely to help you if you are friendly. Second, it is important to be persistent. If you are polite and respectful, and you keep trying, the gatekeeper will eventually let you through. Third, it is important to have a good reason for wanting to talk to the decision maker. The gatekeeper is more likely to let you through if they believe that you have something important to say.

If you use these strategies, you will be able to get past the gatekeeper and reach the decision maker. This is the first step in closing a sale.



Handovers

Handovers are an essential part of the sales process, and need to be done carefully to ensure a smooth transition. The first step is to identify the key information that needs to be passed on, and who the relevant stakeholders are. Once this has been done, a handover plan can be created. This should include a timeline for each stage of the process, and who is responsible for each task. The handover itself should be done in a face-to-face meeting, if possible. During this meeting, it is important to go over the key points again, and answer any questions the new team member may have. Finally, a follow-up plan should be put in place to ensure that the transition is successful.



Inbound

The initial enquiry call is an important part of the sales process. It is the first contact that a potential customer has with a company and it is important to make a good impression. The initial enquiry call should be friendly and helpful. The caller should be able to answer any questions that the potential customer has. They should also be able to provide information about the product or service that the customer is interested in.

Inbound calls are the lifeblood of many businesses. They are the first point of contact between a company and its customers, and as such, they are crucial to the success of the business. Inbound call centers are responsible for handling customer calls, and they are typically staffed with customer service representatives who are trained to handle customer inquiries and resolve issues. Inbound call centers can be found in a variety of industries, including healthcare, financial services, and retail.



Leads

Leads are potential customers who have been identified as having a high likelihood of becoming paying customers. In sales, a lead is someone who has been identified as a potential buyer of a product or service. A lead typically goes through a process of becoming a qualified lead, before finally becoming a paying customer.

There are a number of ways to generate leads, including advertising, word-of-mouth, and referrals from existing customers. Once a lead has been generated, it is then the job of the sales team to follow up with the lead and attempt to close the sale.

Leads are an essential part of the sales process, and without them, it would be very difficult to generate new business. That's why it's important to have a good lead generation strategy in place, in order to continually bring in new leads.



Lead Generation

Lead generation is the process of creating and nurturing relationships with potential customers, with the aim of eventually converting them into paying customers. It's a crucial part of the sales process, and it can take many different forms, from online advertising to face-to-face networking.

The most important thing to remember about lead generation is that it's all about building relationships. The more you can connect with potential customers and help them to see you as a valuable resource, the more likely you are to eventually earn their business. There are a number of different ways to go about this, and the most effective approach will vary from business to business. But if you're serious about generating leads, it's worth taking the time to figure out what works best for you.



Lead Sources

Sales representatives have a variety of lead sources available to them, each with its own advantages and disadvantages. The most common lead sources are referrals, networking, and online research.

Referrals are perhaps the most effective lead source, as they come from a trusted source. Networking is also an effective lead source, as it allows sales representatives to connect with potential customers who they might not otherwise have access to. Online research is a less effective lead source, as it can be difficult to determine the quality of the leads. However, online research can be a useful supplement to other lead sources.



Outbound tele calling

Outbound tele calling is the process of making outgoing calls to customers or clients for the purpose of marketing a product or service. This type of calling can be used to generate leads, promote a special offer, or simply provide information about a company or product. Outbound telecalling can be an effective way to reach a large number of potential customers in a short period of time.



Outsourced Sales

Outsourced sales is a term used to describe the process of contracting out the sales function of a company to an external agency. This can be done for a number of reasons, including cost savings, improved efficiency, or access to specialist skills and knowledge.

There are a number of advantages to outsourcing sales, including the ability to focus on core activities, access to specialist skills and knowledge, and cost savings. However, there are also some potential disadvantages, such as a loss of control over the sales process, and the risk of communication problems.

When deciding whether to outsource sales, companies need to carefully weigh up the pros and cons to decide if it is the right decision for their business.



Response Rate

The response rate in tele calling is the number of people who respond to a tele call out of the total number of people who were called. The response rate can be affected by a number of factors, including the time of day that the call is made, the day of the week, the type of product or service being offered, and the list of people being called.



Talk Time

Talk time is a measure of how much time an agent spends on the phone with a customer. It is a key metric in measuring the productivity of a call center. The average talk time for a call center agent is around three to four minutes. This metric is important because it helps businesses to understand how much time is spent on each call, which can impact the number of calls that can be handled in a day.



Telecalling Script

A script in tele calling refers to the pre-planned set of questions and responses that a tele caller follows while making a call. Scripts are generally used by tele callers to make sales calls or to collect customer feedback. Having a script in place helps tele callers to stay on track and deliver the required information to the customer in a consistent manner.



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