Inbound Telesales Rep Profile:
Compare High Performers to Low Producers

Predictive Skills: Five characteristics will predict telesales rep success in this sales position. Review below how top sales performers will differ from lower performers.

IMAGE BUILDING

Tailors image to fit customer expectations; adapts to different situations with sincerity and realism, taking care to avoid obvious role-playing or acting; recognizes the value of first impressions; studies the image or style with which the customer is most comfortable and adopts the dress, conversational style, and language most trusted by that customer

HIGHS

• Exhibits interest and commitment through involvement in customer industry activities
• Quietly promotes self and company in a manner that is respected by and gains credibility with the customer
• Before the first impression is made, becomes familiar with customers, their markets, and how success has been achieved with similar companies in the past
• Recognizes the business etiquette (such as dress and speech) appropriate to a situation
• Has the ability to read people and react to individual needs
• Positions himself at the appropriate professional level to match the customer
• Adjusts own communication style to ensure that the message is heard and to encourage dialogue

LOWS

• May blatantly promote company or self without anticipating how the customer will respond
• Fails to do the homework on a prospect or customer that would identify or verify the image that would be consistent with customer expectations
• By focusing so intently on his own style and objectives, he fails to make it a priority to establish and reinforce credibility with the customer
• May ignore or fail to be concerned with the image projected to others
• May be inflexible about changing personal style to accommodate a customer who would be more comfortable with or impressed by something different

PROBLEM-SOLVING

Objectively analyzes a problem situation and takes steps to provide a solution; identifies the root of the problem before pressing for a resolution; remains engaged until a solution is reached; tries to see all sides of the problem and thus understand others’ assessment of the issue or response; takes personal responsibility for identifying a resolution

HIGHS

• Objectively isolates and defines problem areas clearly
• Determines the true nature of the problem rather than deal with its symptoms
• Is willing to ‘think outside the box’ to find a solution
• Displays sensitivity and genuine interest in understanding others’ perspectives and will not ignore their concerns
• Regards any problem as a challenge to be met with eagerness and enthusiasm
• Remains engaged until a problem has been resolved
• Takes personal accountability for the result

LOWS

• Can be biased and make judgmental or inappropriate assumptions without analyzing the situation objectively
• May press toward resolution without identifying the root of the problem
• Becomes wrapped up in his own views and loses sight of how others may see the problem or response
• Becomes frustrated with solving the same or similar problems over and over again
• Tends to take complaints and problems personally and feel oppressed by them
• Sees problem resolution as an inconvenience and a distraction
• May oversimplify a problem and its solution and disengage his efforts before identifying a satisfactory solution
• Resists taking ownership of the solution

IDENTIFYING CUSTOMER NEEDS

Seeks to provide an appropriate solution by understanding what the customer is trying to accomplish; spends time in a needs analysis process that identifies key objectives specific to an individual customer; gives the customer’s agenda priority over a standard response; changes the sales approach or solution to accommodate the customer versus force fit the customer to an existing model

HIGHS

• Asks questions and studies the customer’s key priorities
• Incorporates the customer’s responses and input into a business plan tailored to fit that customer’s needs
• Takes the time to explore options or alternatives for helping the customer to achieve key objectives
• Accepts the rejection or modification of his suggestions in an effort to best understand and help the customer

LOWS

• Lacks a thorough approach to a customer needs analysis, preferring to move immediately to an existing solution
• Can be distracted from learning customer requirements by the personalities or politics of a situation
• Tries to fit the customer’s methods or goals into a standard model or solution
• Takes it as personal criticism when his suggestions are challenged
• Can be too invested in his own agenda to comfortably yield to the customer’s agenda

MAXIMIZES RESULTS BY MAKING CUSTOMER SATISFACTION A PRIORITY

Prioritizes customer satisfaction as a major objective in his efforts to succeed in a sales role; works to establish rapport and concentrates on building a trusting relationship with customers; demonstrates this commitment with a hardworking approach and a sense of urgency in the face of problems

HIGHS

• Understands that success depends upon a willingness and ability to provide a genuine benefit to customers
• Sets high expectations for the level of customer satisfaction he provides and is unwilling to settle for anything less
• Dismisses the length or strength of the customer relationship as a factor in making the effort to ensure customer satisfaction
• Steers customer conversations and interactions to be sure he gets the information needed to produce the desired results
• Concentrates on effectively executing the basics of customer care rather than the appearance or impression he creates in the process; he is not watching to see if others are watching him

LOWS

• May put forth a diminishing effort over an extended period of time, particularly if it is difficult to please a customer
• Focuses on those customers who are less demanding or with whom he has a long-standing relationship
• Tends to ‘let sleeping dogs lie’ and is reticent to search for problems that may be in the early stage of development
• Wants to impress customers with what he can accomplish for them, turning their attention from being pleased with the solution to being pleased with his efforts

MAKES PROFITABLE RECOMMENDATIONS IN A CONTRIBUTOR ROLE

Proactively weighs decisions, recommendations and actions against their impact on the bottom-line; looks for options that accomplish what needs to be done without compromising profitability; understands the economics of the processes he uses and those of his customers; leverages knowledge of the business and the customer to provide recommendations that are efficient and practical

HIGHS

• Makes a proactive effort to choose the most profitable options and will not be surprised by budgets that run over or profits that don't materialize
• Evaluates his actions and decisions against the need to contribute to the organization's profitability
• Manages resources wisely, and makes decisions that enhance the organization's financial position
• Values practicality in getting the job done and will not add unnecessary frills or extras that could compromise the bottom-line
• Keeps an eye on profitability when solving a problem or implementing a plan
• Is sufficiently involved in all areas of the business to know key performance criteria
• Uses his knowledge of the business and the market to weigh options so the desired results can be accomplished most profitably
• Is knowledgeable of methodologies to control assets and ensures they are applied

LOWS

• Cannot effectively formulate a more profitable approach when historically, things have always been done a certain way
• Does not anticipate potential threats to profitability or identify alternatives to circumvent those threats
• Focuses on an isolated piece of the solution without understanding and evaluating its overall economic impact
• May judge the quality of a recommendation or solution by its ‘sizzle’ or pizzazz than by its impact on the bottom-line

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