Interview Pack: Telesales
Qualifications are not only based on diplomas, certificates or degrees, but also on skills qualifying the candidate to excel in the position. The skills should be relevant to the positions, and if the candidate provides a skill that is impressive but not relevant, it is not a qualifying skill.
Here, hard and soft skills are equally important. Telesales agents have a very specific soft skill set that enables them to perform well in their job. They are charismatic and empathetic towards their clients, but disciplined and resilient.
- “Which skill would you say qualifies you for this job?”
- “What is your greatest weakness? What are you doing to improve on it/ overcome it?”
Discussion of professional achievements can put the candidate at ease and calm their nerves. It can give you a sense of where their skills lie and how they tie into the vacant position.
- “What are you most proud of achieving, and why?”
- “What has been your most disappointing moment?”
Challenges They Faced
Overcoming challenges in the workplace isn’t industry specific. These questions suit every interview as they will give you a good sense of the candidate’s ability to solve problems and make decisions.
- “Do you enjoy a challenge?”
- “You can tell that your client is ready to buy your product/service, but they have difficulty agreeing. How do you find out what is holding them back?”
- “How do you overcome their objection to secure the sale?”
Independence and Teamwork Ability
It’s vital that your candidate can work as part of a team, but also be able to complete tasks on their own, with little or no assistance.
- “How do you work alongside someone who is difficult to get along with?”
- “Your coworker is having trouble closing the sale. How do you help?
- “Tell me about a time when you had to deal with a conflict among staff members. How did you help?”
Time management is an essential skill for every level of employee to have. Excellent time management allows the candidate to fully manage their resources, while being flexible and still producing quality work. These employees won’t panic in a situation that will require extra time and attention, as they would have allowed themselves time to focus on a crisis, if and when it arises.
- “Have you ever felt like you were being overloaded with work? What did you do?”
- “How do you decide what gets top priority when managing your day to day activities?
“How do you organize yourself to be more efficient?”
Excellent communication, verbal and written, is important to make sure the project goes smoothly. Telesales agents have excellent communication skills, and aren’t shy to use them.
- “Tell me about the most recent problem you had with a co-worker and how you responded?”
- “You have an angry client. How do you handle the situation?”
Analytical and Logical Skills
Applying logic and analytical thought to complex projects can be the easiest way to find a solution. But this skill can be the hardest to judge during an interview.
- “You get a special request from a customer, what do you do?”
Asking questions related to your company culture will make it easy to judge if the candidate will fit in well with your company or not.
- “Tell me more about yourself.”
- “Where do you see yourself in 5 – 10 years?”
- “How do you minimise distractions?”
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