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  • Textbook
  • © 1998

Better Business by Phone

A Guide to Effective Telebusiness Management

Authors:

  1. Valerie O’Dea
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  • Provides comprehensive coverage of the tools and techniques required to successfully introduce, manage and perform telebusiness
    Shows how to significantly improve company performance through the effective use of the telephone
    Includes coverage of a broad range of topics including marketing, information technology and people management

  • 350 Accesses

Sections

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Table of contents (12 chapters)

  1. Front Matter

    Pages i-xiv
    PDF

  2. Practical telebusiness and the company plan

    1. Front Matter

      Pages 1-1
      PDF

    2. Telebusiness and the Company Plan

      • Valerie O’Dea
      Pages 3-19

    3. Telebusiness and the Product or Service

      • Valerie O’Dea
      Pages 20-26

    4. Telebusiness, the Sales Team and the Customer

      • Valerie O’Dea
      Pages 27-43

  3. Practical telebusiness and the management plan

    1. Front Matter

      Pages 45-45
      PDF

    2. Telemarketing or Telesales?

      • Valerie O’Dea
      Pages 47-57

    5. Managing and Training Telebusiness Personnel

      • Valerie O’Dea
      Pages 101-130

  4. Practical Telebusiness and the Telemarketeer

    1. Front Matter

      Pages 133-133
      PDF

    2. Reactive or Proactive?

      • Valerie O’Dea
      Pages 135-151

    3. Image Projection and Telephone Etiquette

      • Valerie O’Dea
      Pages 152-164

    4. Buying Behaviour

      • Valerie O’Dea
      Pages 165-171

    5. Scripts and other things

      • Valerie O’Dea
      Pages 172-178

    6. Telesales

      • Valerie O’Dea
      Pages 179-198

  5. Back Matter

    Pages 199-233
    PDF
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About this book

Telebusiness is not yet a commonplace word but as explored in the book, it does encompass the combined activities now being performed by a minority of businesses who have succeeded in making the telephone an integral and profitable part of business strategy and operation.
More often, telesales is a 'bolt-on' activity to the sales department. Telemarketing is an add on task for the marketing or research department. Telemanagement is a responsibility given to someone already managing another business area. Telecommunications is a field entrusted mainly to computer professionals. Telestrategy is set only by those implementing or running dedicated 'call centres'. Combining these is a marriage normally contracted out to bureau's.
This book explains how to perform and achieve this combination in simple and practical terms.
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Keywords

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About the author

VALERIE O'DEA is a Faculty Course Director of the Chartered Institute of Marketing and Partner of Moloney, O'Dea and Associates, a marketing consultancy. Valerie has many years practical sales, sales management and training experience in the computer, leisure and freight distribution industries.
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Bibliographic Information

  • Book Title: Better Business by Phone

  • Book Subtitle: A Guide to Effective Telebusiness Management

  • Authors: Valerie O’Dea

  • DOI: https://doi.org/10.1007/978-1-349-14195-1

  • Publisher: Red Globe Press London

  • eBook Packages: Engineering, Engineering (R0)

  • Copyright Information: Macmillan Publishers Limited 1998

  • Edition Number: 1

  • Number of Pages: XIV, 234

  • Additional Information: Previously published under the imprint Palgrave

  • Topics: Coding and Information Theory, Management, Marketing

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