Answer Sheet for Unit 9

Aims and Objectives

Section 1: Telemarketing

Exercise 1: Selections

1. Telemarketing staff always have previous information about the person they are ringing.
2. Information about past customers is stored in a database.
3. Telemarketing is also used by organisations that do not want to sell something.
4. Non-profit organisations use telemarketing techniques.

Exercise 3: Multiple Choice Questions

1. potential
2. something that somebody has bought
3. the intention behind the classification process is to find ...
4. an association of former students
5. to ask for
6. a contribution or gift of money
7. statistical analysis of a market
8. a survey to discover what the public or a group of people think about something
9. to evaluate
10. the name or trademark of a product or company

Exercise 4: Transformation

1. likely
2. unlikely
3. certain
4. liable
5. bound

Exercise 5: True/False Statements

1. TRUE
2. FALSE
3. FALSE
4. TRUE
5. TRUE
6. FALSE

Exercise 6: Exposed Cloze

1. unethical
2. engage
3. subject
4. avoid
5. implement
6. target
7. screen
8. hang up

Exercise 8: Cloze

1. -
2. -
3. the
4. -
5. the
6. -
7. the

Exercise 9: Selections

1. This is an advertisement for a salesperson.
2. A prospective customer is one that you hope to sell something to.
3. The successful applicant will spend most of the time on the telephone.
4. Proactively means using your own initiative and acting, instead of waiting and reacting to something.
5. You would make a follow-up call to a person who wants more time to think about it.
6. You would not last long in this job if you did not sell anything.
7. A minimum of 50 outgoing calls in an 8-hour day means an average of one call every 9 minutes or so.
8. The procedure for inputting orders would be to enter the information into a computer database.

Section 2: Call Centres

Exercise 1: Exposed Cloze

1. inbound
2. outbound
3. size
4. hundreds
5. focus
6. survey
7. products

Exercise 2: Multiple Choice Questions

1. Companies can increase their sales.
2. Contracts work to another company.
3. It is easier to perform upgrades and training in a small number of large centres.

Exercise 4: True/False Statements

1. TRUE
2. TRUE
3. TRUE
4. TRUE
5. TRUE
6. TRUE

Exercise 6: Exposed Cloze

1. core
2. handle
3. 24/7
4. look up
5. free

Exercise 7: Multiple Choice Questions

1. nothing
2. nothing
3. an
4. nothing
5. an
6. a
7. the
8. nothing
9. nothing
10. the

Exercise 8: Multiple Choice Questions

1. yearly
2. English and at least one of the languages mentioned.
3. Previous call centre experience

Exercise 9: Cloze

1. help
2. name
3. Carlo
4. advertisement
5. ask
6. course
7. let
8. number
9. surname
10. years
11. live
12. was
13. speak
14. bit
15. ever
16. have
17. been
18. for
19. with
20. come
21. about
22. at
23. forward
24. ringing

Exercise 11: Cloze

1. labour
2. savings
3. outsourcing
4. booming
5. issues
6. costs
7. cheaper
8. pool
9. education
10. high

Exercise 12: Cloze

1. do
2. much
3. Do
4. is
5. has
6. are
7. does
8. do
9. have
10. most

Exercise 13: Multiple Choice Questions

1. the largest share
2. more than €30,000
3. usually as something temporary
4. for several reasons
5. they have gone down a lot
6. people who are well-qualified
7. a very large number
8. usually as a long-term career
9. extremely large savings
10. Customer Information and Support Lines

Checklist