Telesales Executive

RECTO SKATES – Telecalling Executive Duties & ResponsibilitiesDepartment: Sales & Customer Relationship Management

Position: Telecalling Executive / Sales Coordinator

Business: Inline Speed Skates, Ice Skates, Wheels, Bearings, Skating Accessories & Equipment

1. 1. Daily Telecalling DutiesMake outbound calls to new and existing customers.
2. Contact skating coaches, academies, clubs, schools, and sports dealers.
3. Follow up with customers who have previously enquired about products.
4. Explain RECTO products, specifications, prices, and availability.
5. Inform customers about new arrivals, offers, and upcoming product launches.
6. Handle incoming calls and customer enquiries professionally.
7. Maintain customer relationships through regular follow-up calls.
8. Generate sales leads and convert enquiries into orders.
9. Share product catalogues, photographs, and price lists through WhatsApp.
10. Record every call and its outcome in the customer database.
11. 2. Sales & Order ManagementUnderstand customer requirements and recommend suitable skating products.
12. Prepare quotations and share them with customers.
13. Follow up on pending quotations and purchase decisions.
14. Confirm product sizes, models, quantities, and prices before orders.
15. Coordinate with the sales and warehouse teams regarding stock availability.
16. Follow up on pending payments and advance payments.
17. Inform customers about order confirmation and dispatch status.
18. Encourage repeat purchases and cross-selling of accessories.
19. Contact customers who have abandoned their online shopping carts.
20. Maintain a record of confirmed orders and expected sales.
21. 3. Coaches, Academies & Dealer DevelopmentIdentify new skating coaches and academies across India.
22. Develop and maintain a state-wise database of skating coaches.
23. Contact skating associations, clubs, schools, and training centres.
24. Introduce RECTO products and dealership opportunities.
25. Collect information about upcoming skating competitions.
26. Contact coaches before tournaments to generate equipment orders.
27. Follow up with existing dealers regarding stock requirements.
28. Identify potential bulk buyers and institutional customers.
29. Share special quotations for academies and bulk purchases.
30. Maintain long-term relationships with coaches and dealers.
31. 4. WhatsApp & Customer CommunicationSend professional product information through WhatsApp Business or WATI.
32. Respond to customer messages promptly.
33. Share new product launches and promotional campaigns.
34. Send tournament-related product availability updates.
35. Follow up with customers who have not responded.
36. Maintain customer contact lists and categorize leads.
37. Avoid unnecessary repeated messages or spam.
38. Escalate technical questions and complaints to the appropriate team.
39. 5. Customer Service & After-Sales SupportContact customers after product delivery.
40. Collect customer feedback about products and service.
41. Assist with size-related and product-related questions.
42. Record complaints and coordinate their resolution.
43. Follow up on warranty and replacement requests.
44. Encourage satisfied customers to leave genuine reviews.
45. Maintain professional communication with dissatisfied customers.

6. Daily Performance TargetsSuggested initial targets per telecaller — adjust based on lead quality and calling workload.

Outbound call attempts60–80 dailyMeaningful customer conversations25–35 dailyNew qualified leads10–15 dailyCustomer follow-ups15–20 dailyWhatsApp product follow-ups15–25 dailyQuotations sent5–10 dailyConfirmed orders2–5 daily (initial goal)Daily reporting100% completion

7. Suggested Daily Work ScheduleTimeResponsibility10:00–10:30 AMReview pending enquiries and plan calls10:30–12:30 PMNew customer and coach calling12:30–1:30 PMFollow-ups and quotations1:30–2:00 PMLunch2:00–3:30 PMAcademy and dealer development3:30–4:30 PMWhatsApp enquiries and order coordination4:30–5:30 PMPending payments and sales follow-ups5:30–6:00 PMCRM updates and daily reporting

8. Mandatory Daily Telecalling ReportEvery telecaller should submit the following information before leaving the office.

Reporting fieldDetailsTotal calls attemptedNumberCalls connectedNumberNew leads generatedNumberFollow-up calls completedNumberQuotations sharedNumberOrders confirmedNumberTotal order value₹Payments collected₹New coaches/academies contactedNumberPending customer issuesDetailsNext-day follow-upsCustomer names and dates

• 9. Telecalling Rules & DisciplineMaintain polite, professional communication with every customer.
• Never make false promises about prices, delivery, or stock availability.
• Update customer information accurately after each call.
• Follow up on every qualified lead according to the agreed schedule.
• Never share confidential customer data or company pricing information without authorization.
• Obtain appropriate consent for promotional WhatsApp communication.
• Escalate serious complaints or high-value sales opportunities to management.
• Submit accurate daily reports without fabricated call records.

10. Monthly Performance EvaluationSuggested telecaller performance scorecard

Sales achievement

35%

Lead generation

20%

Follow-up completion

20%

Customer satisfaction

15%

Reporting accuracy & discipline

10%

Recommendation for RECTO SKATES: Divide telecalling into three main categories: New Customer Acquisition, Existing Customer Follow-up, and Coaches/Academy/Dealer Development. This makes responsibilities measurable and helps management identify which activities are generating actual sales.