In Summary - Sales / Telesales Worker - Online
The Work - Sales / Telesales Worker - Online
Telephone sales clerks act either as a back-up to a company's sales force or as a link between a company and its customers. In both cases, they advise customers about goods, obtain details of orders, handle correspondence and maintain clerical record systems. They ensure that orders are delivered on schedule and do their best to resolve customer difficulties.
Sales clerks provide information for a company's sales force, make appointments for them, and liaise with the people who make the products or provide the services that the company sells.
In some circumstances, there may be 60 or more people working in a large open-plan office. Clerks wear headsets and, when taking orders, follow a set routine, prompted by messages on a computer screen.
Most commonly reported Work Tasks
- Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.
- Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
- Explain products or services and prices, and answer questions from customers.
- Obtain customer information such as name, address, and payment method, and enter orders into computers.
- Record names, addresses, purchases, and reactions of prospects contacted.
- Adjust sales scripts to better target the needs and interests of specific individuals.
- Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
- Answer telephone calls from potential customers who have been solicited through advertisements.
- Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
- Maintain records of contacts, accounts, and orders.
Most commonly reported Work Activities
- Selling or Influencing Others Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
- Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Communicating with Persons Outside Organization Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
- Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Documenting/Recording Information Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Processing Information Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Identifying Objects, Actions, and Events Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Interests - Sales / Telesales Worker - Online
This occupation is typically suited for people with the following Career Interests:
Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.
The Social person's interests focus on interacting with the people in their environment. In all cases, the Social person enjoys the personal contact with other people in preference to the impersonal dealings with things, data and ideas found in other groups.
Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.
Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.
They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.
As a telephone sales clerk, you will need to have good communication and listening skills, and a clear, confident telephone manner. You should be methodical, and well-organised with paperwork.
You also need the ability to remain calm and not become easily frustrated and in awkward situations.
Entry Requirements - Sales / Telesales Worker - Online
Pay & Salary - Sales / Telesales Worker - Online
Salary Range (thousands per year)* 20k - 65k
Telesales Manager: 45 - 65
Telesales: 20 - 40
CPL / Hudson / Abrivia / Lincoln
Last Updated: March, 2017
* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.
Labour Market Updates - Sales / Telesales Worker - Online
While the majority of those employed in this occupation are employed in the wholesale and retail sector, demand, and indeed shortages, primarily relates to those employed in the IT sector, with language skills a key factor.
National Skills Bulletin 2018