Better Business by Phone
A Guide to Effective Telebusiness Management
Published on 9. February 1998
Book
Paperback/Softback
248 pages
978-0-333-66909-9 (ISBN)
Description
Aims to show marketing managers and telesales/marketing practitioners how to improve their company's performance through effective use of the telephone and introduce, manage and perform telebusiness. The author includes various aspects of marketing, people management issues, such as teamwork motivation and recruitment, in addition to the information technology resources required for this function.
More details
Series
Language
English
Place of publication
Basingstoke
United Kingdom
Target group
College/higher education
Professional and scholarly
Illustrations
index
Dimensions
Height: 234 mm
Width: 156 mm
Weight
382 gr
ISBN-13
978-0-333-66909-9 (9780333669099)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Content
PRACTICAL TELEBUSINESS AND THE COMPANY PLAN - Telebusiness and the Company Plan - Telebusiness and the Product or Service - Telebusiness, the Salesperson and the Customer - PRACTICAL TELEBUSINESS AND THE MANAGEMENT PLAN - Telemarketing or Telesales? - Customer Service Policy and Internal Communication - Recruiting and Targeting Telebusiness Personnel - Managing and Training Telebusiness Personnel - PRACTICAL TELEBUSINESS AND THE TELEMARKETEER - Reactive or Proactive? - Image Projection and Telephone Etiquette - Buyer Behaviour - Scripts and Other Things - Telesales - Appendix A: - A Paper on Stress Management and Depression - Questions about ISO 9000 - Teleculture 2000 - Call Centre 2000 - Example Forms - Useful Information - Regulations - Appendix B: - Case Studies - Index