ALM PR AGENCY

A.L.M TELEMARKETING
RECRUITMENT/TRAINING
(New Syllabus 2004-1}
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Definition
Telemarketing is the use of
telephones to inform, provide,
collect information or market
products & services to a group
of TARGETED audience
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Introduction
3 Category n therefore 3 levels of training
Cat A: Able to sell or preliminary selling
over the phone
Cat B: Make appointments n provide brief
introduction of products/services
Cat C: Updating of information
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Differences in A.L.M. TM
On-site (customers office) or Off-site (home based)
Time based especially beneficial to students or
mothers or employees that can work only 2-4 hrs &
on specific days or time
Do not tax on customers resources especially the
need for additional phone lines
Our commitment to customers is based on man-days
or man-hrs and not on number of TM staff eg
customer need 1 TM staff for 1 week which is 5
man-days, we can allocate 10 staff with each
working half day only
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Advantage of Home Based TM
Save travelling time up to 3 hrs (2&back)
Save transportation cost up to $5
Not cost effective especially for 3-4 hrs job
Telephone charges per day for 7 hrs TM is
approx $5 only
NET SAVINGS!!!
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Requirements for Home Base TM
Customers will ask: How do we know how
many hrs she/he work at home where we cant
see?
Ans: We use recording devices to monitor and
also assist in improving ourselves
Need to attend a training on use of our equipment
& reporting procedures
Preference for the staff to own a PC with internet
connections
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Personality Requirements
Interest Like to talk over the phone
Discipline & stamina able to keep up the
talking spirit for min 3 hrs and up to 7 hrs
Take challenges able to challenge
yourself to do beyond set targets

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Basic Training
Level C- day: Understanding TM, use of
equipment & simple role playing
Level B-2 days: More on TM theories,
basic product training, 2 sessions on actual
TM, analysis & improvements.
Level A-4 days: Sales training, product
training, 3 sessions on actual TM, analysis
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Training Cost
Level C Free/5 hrs
Level B S$100/10 hrs
Level A S$200/20 hrs

Free, under the following conditions:
1) Contra deal of $10 per training hr
2) Contract of 1 yr where you need to work min
hrs depending on training & assignments
3) 5 times the hrs payable for non-contra
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Course Outline Module C
Why Telemarketing?
Inbound Vs Outbound
Equipment
Role & Expectations
Reporting
Role Play

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Course Outline Module B
Listening skills Audio CD on actual TM
recordings
Discussion & more theories
Product training + role playing
More tips 2 good TM
Feedback form & spotting problem areas
Mapping
Time scheduling
Actual TM
Discussion on actual TM

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Course Outline Module A
Art of Selling
Determine needs
Listening skills & Testing for reaction
Gathering Feedback
Why do people buy? & Why people dont buy?
Sell benefits
Handling objections
Closing techniques
Tone of voice
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Thank You & All the BEST!