The sales person should be responsible for a variety of information. Customer service, product sales, product promotions, accuracy of order or customer information along with courtesy and diplomacy.
Here are some areas your phone people need to be trained to do:
Sales orders
Inquiries of merchandise or services
Dates of delivery or service scheduling
Follow-up or service calls
Policies re: returns or exchanges of goods or services
Complaints
Customer Services - price adjustments, follow-up calls, replacement merchandise.
In order to be effective, phone salespersons must be familiar with all departments and products the company offers. Some things the sales person might need:
Copies of all current marketing and adverting promotions and ads.
Copies of competitors ads (to match offers)
Order/Shipping/Credit Card Forms
Calculator/Scratch Pads
Pricing Guides
Product or service availability and schedules.
Company policies and legal disclaimers
MNIDA
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