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Encyclopedia of telemarketing

Author: Richard L Bencin; Donald J Jonovic
Publisher: Englewood Cliffs, N.J. : Prentice Hall, ©1989.
Edition/Format:   Print book : EnglishView all editions and formats
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Document Type: Book
All Authors / Contributors: Richard L Bencin; Donald J Jonovic
ISBN: 0132759187 9780132759182 0132770628 9780132770620
OCLC Number: 18780961
Description: xlii, 726 pages : illustrations ; 29 cm
Contents: Why telemarketing? / Richard L. Bencin and Donald J. Jonovic --
Integrating telemarketing with other direct marketing disciplines and field sales / Richard L. Bencin and Donald J. Jonovic --
Telefocus marketing / Richard L. Bencin and Donald J. Jonovic --
Consumer programs / Richard Herzog --
Business-to-business programs / Peg Kuman and Eugene D. Sollo --
Organization and staffing / Connie Caroli and Hal Crandall --
Profiles of telephone sales reps / Michael J. Marx --
Training / Jeffrey C. Wooden --
Compensation/motivation / Lee Van Vechten --
The sales call and selling skills required / Art Sobczak --
Scripts and the offer / Richard L. Bencin and Donald J. Jonovic --
Handling objections / Richard L. Bencin --
Databases and data banks (lists) / Ed Burnett --
Habitat / Gere Picasso --
Reporting systems / William P. Fawns --
The bottom line / Dwaine L. Canova --
Computers / Richard T. Brock and Judy Lanier --
Telecommunications (ACD) / John A. Pollpeter --
Telecommunications (general) / Charles E. Yates --
Inbound telemarketing / Aldyn McKean. Service bureaus / Paul Mohr and Seldon Young --
Catalog telemarketing / Richard L. Bencin --
Customer service telemarketing / Warren Blanding --
Distribution channel telemarketing / Peg Fisher --
Fund-raising telemarketing / Richard L. Bencin and Donald J. Jonovic --
International telemarketing / Eugene B. Kordahl --
Anatomy of a boiler room / Richard L. Bencin and Donald J. Jonovic --
Taking the reins of a troubled telemarketing center / Richard L. Bencin and Donald J. Jonovic --
Step-by-step for startups : a review / Thomas A. DePrizio --
Telemarketing : yesterday, today, and tomorrow / Steven A. Idelman --
Epilogue / Gary S. Goodman --
Appendix A. The American Telemarketing Association / Ron Weber --
Appendix B. The Direct Marketing Association, Telephone Marketing Council / Jonah Gitlitz --
Appendix C. Telemarketing books/magazines in print / Richard L. Bencin and Donald J. Jonovic --
Appendix C. Telecommunciations (peripheral equipment) / Neal H. Shact.
Responsibility: edited by Richard L. Bencin, Donald J. Jonovic.

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