eMASCO

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Major Group

Service and Sales Workers

Sub-Major Group

Minor Group

Unit Group

Contact Centre Salespersons

Minor Unit Group

MASCO Code

5244-01

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Telemarketer

TVET

TVET scope is based on recognized occupational standards, with emphasis on practical components, psychomotor skills and exposure to training in the industry

Telemarketer engages with existing and potential customers via phone or messaging to promote and sell products or services, provide information, and arrange sales visits or appointments. They also conduct surveys or gather customer feedback, manage records of interactions and sales, and aim to meet sales targets while maintaining professional and persuasive communication.

Tasks

Call potential or existing customers using prepared scripts to promote products or services.

Answer incoming calls and respond to customer enquiries related to products or services.

Explain product or service features and pricing to customers.

Handle customer objections, complaints, or concerns in a professional manner.

Encourage customer interest in products or services.

Follow up on leads and previous customer contacts to support sales activities.

Update customer records, databases, and call outcomes accurately.

Arrange the dispatch of brochures, product samples, or information materials.

G
Wholesale and Retail Trade, Repair Of Motor Vehicles and Motorcycles.

0415
Marketing and Advertising

Skills

Basic

Active listening skills to understand customer needs, concerns, and objections.

Basic computer literacy, including the use of CRM systems and office software for reporting and documentation.

Patience, resilience, and professionalism when handling challenging customer interactions.

Persuasion and basic negotiation skills to influence customer decisions.

Strong verbal communication skills in widely used languages with a professional telephone manner.

Specific

Ability to adapt scripts based on customer interactions.

Accurate data entry and record keeping for customer information.

Active listening to assess and respond to customer needs.

Knowledge of basic sales techniques to promote products or services.

Knowledge of products or services offered.

Proficiency in telemarketing and customer relationship management (CRM) software.

Skills to handle customer objections and complaints professionally.

Additional Info

QUALIFICATION

Sijil Pelajaran Malaysia (SPM) or Equivalent

Related Courses

Claimable Course

e-Latih Online Course

Madani TVET Course

Minor Unit Group

5244-01

Telemarketer

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