Telemarketers

What they do:

Solicit donations or orders for goods or services over the telephone.

On the job, you would:

  • Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation.
  • Contact businesses or private individuals by telephone in order 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.

Knowledge

  • Sales and Marketing
  • Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
  • English Language
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Customer and Personal Service
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Telecommunications
  • Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
  • Communications and Media
  • Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
  • Computers and Electronics
  • Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Education and Training
  • Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
  • Clerical
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Mathematics
  • Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
  • Production and Processing
  • Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.

Skills

  • Speaking
  • Talking to others to convey information effectively.
  • Persuasion
  • Persuading others to change their minds or behavior.
  • Active Listening
  • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Social Perceptiveness
  • Being aware of others' reactions and understanding why they react as they do.
  • Service Orientation
  • Actively looking for ways to help people.
  • Reading Comprehension
  • Understanding written sentences and paragraphs in work related documents.
  • Critical Thinking
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Negotiation
  • Bringing others together and trying to reconcile differences.
  • Coordination
  • Adjusting actions in relation to others' actions.
  • Monitoring
  • Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Abilities

  • Oral Expression
  • The ability to communicate information and ideas in speaking so others will understand.
  • Oral Comprehension
  • The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Speech Clarity
  • The ability to speak clearly so others can understand you.
  • Speech Recognition
  • The ability to identify and understand the speech of another person.
  • Written Comprehension
  • The ability to read and understand information and ideas presented in writing.
  • Selective Attention
  • The ability to concentrate on a task over a period of time without being distracted.
  • Written Expression
  • The ability to communicate information and ideas in writing so others will understand.
  • Near Vision
  • The ability to see details at close range (within a few feet of the observer).
  • Problem Sensitivity
  • The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Deductive Reasoning
  • The ability to apply general rules to specific problems to produce answers that make sense.

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

  • Enterprising
  • Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
  • Second Interest High-Point
  • Secondary-Cutoff/Rank Descriptiveness
  • Conventional
  • Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
  • First Interest High-Point
  • Primary-Rank Descriptiveness
  • Realistic
  • Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
  • Social
  • Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
  • Artistic
  • Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
  • Investigative
  • Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
  • Third Interest High-Point
  • Tertiary-Cutoff/Rank Descriptiveness

Work Styles

  • Stress Tolerance
  • Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  • Integrity
  • Job requires being honest and ethical.
  • Persistence
  • Job requires persistence in the face of obstacles.
  • Dependability
  • Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Achievement/Effort
  • Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  • Self Control
  • Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Adaptability/Flexibility
  • Job requires being open to change (positive or negative) and to considerable variety in the workplace.
  • Attention to Detail
  • Job requires being careful about detail and thorough in completing work tasks.
  • Initiative
  • Job requires a willingness to take on responsibilities and challenges.
  • Cooperation
  • Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.