Telesales - Kĩ năng bán hàng qua điện thoại
Part No. B13823-01
Oracle TeleSales User Guide, Release 11i
Part No. B13823-01
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Other Information Sources xv
Training and Support xix
Do Not Use Database Tools to Modify Oracle Applications Data xx
About Oracle xx
1 Introduction to Oracle TeleSales
1.1 Overview 1-2
1.2 Oracle TeleSales Key Features 1-4
1.3 Oracle TeleSales Integrations 1-6
1.4 What’s New in This Release 1-7
1.4.1 Customer Module Enhancements 1-8
1.4.2 Universal Work Queue Enhancement 1-9
1.4.3 Scripting Enhancement 1-9
1.4.4 Enhanced Product Hierarchy 1-9
1.4.5 Territory Assignment Enhancements 1-9
1.4.6 Enhanced Interaction Wrap-Up 1-10
1.4.7 Expanded Marketing Source Code Selection 1-10
1.4.8 Sales Campaign Flow Support 1-10
1.4.9 Proposal Generation 1-10
1.4.10 Business Events 1-10
1.4.11 Diagnostics Support 1-10
1.5 What’s Obsolete in This Release 1-11
1.6 Accessing the Oracle TeleSales eBusiness Center 1-11
1.7 Accessing Leads, Opportunities, and Other Work from Your Work Queue 1-12
1.8 Accessing Reports 1-14
1.9 The eBusiness Center 1-14
1.10 Summary of Oracle TeleSales Tasks 1-15
2 Oracle TeleSales Business User Flows
2.1 Process flow to Create and Execute a Telemarketing Campaign 2-2
2.2 Process Flow to Create and Execute a Marketing Event 2-3
2.3 Process Flow to Execute Campaign to TeleSales 2-4
2.4 Process Flow for Inbound Call to Lead 2-5
2.5 Process Flow for Lead to Opportunity 2-6
2.6 Process Flow for Opportunity to Forecast 2-7
2.7 Process Flow for Opportunity to Order 2-8
2.8 Process Flow for Product Trade-in to Order 2-9
3.1 Overview of Searching 3-2
3.2 Finding Text in Dynamic Tables 3-2
3.3 Performing Quick Searches 3-2
3.4 Performing Expanded Searches 3-5
3.5 Performing a Customer Smart Search 3-7
3.6 Creating a List 3-8
3.7 Updating the List Status 3-9
3.7.1 Inactivating a List 3-9
3.7.2 Placing a List on the Universal Work Queue 3-10
3.8 Saving a Query for Reuse 3-11
3.9 Searching Using a Query You Have Saved 3-12
3.10 Viewing a List You Have Created 3-13
4 Maintaining Customer Information
4.1 Overview of Customer Information 4-3
4.1.1 Customer Model Overview 4-3
4.1.2 How Party Types Affect the Way You View and Enter Customer Information 4-4
4.2 Displaying a Consumer in the eBusiness Center Header 4-5
4.3 Displaying an Organization in the eBusiness Center Header 4-6
4.4 Displaying an Organizational Contact in the eBusiness Center Header 4-6
4.5 Viewing All Contacts at an Organization 4-7
4.6 Entering a New Contact for an Existing Organization 4-8
4.7 Entering a New Contact at a New Organization 4-9
4.8 Entering a New Consumer 4-11
4.9 Entering a New Organization 4-13
4.10 Entering an Address 4-15
4.11 Entering Phone, E-mail, and URLs 4-17
4.12 Viewing Contact Points and Restrictions for an Address 4-18
4.13 Entering Person Details 4-19
4.14 Classifying an Organization Using SIC and Other Codes 4-23
4.15 Classifying an Organization by Purchase Interests 4-24
4.16 Entering Revenue, Fiscal Year, and Other Organization Details 4-24
4.17 Entering Details About an Organization’s Interests 4-26
4.18 Specifying a Sales Team 4-27
4.19 Creating Parties During Another Activity 4-28
4.20 Viewing Legacy Information 4-30
4.21 Adding an Account 4-30
4.22 Adding Sites to an Account 4-31
4.23 Adding a Party to an Account 4-32
4.24 Adding Billing Preferences to an Account 4-33
4.25 Adding Account Relationships 4-34
5 Recording Relationships
5.1 Overview of Relationships 5-2
5.1.1 Types of Relationships You Can Capture 5-2
5.1.2 How You Capture a Relationship 5-2
5.1.3 Reciprocal Relationships are Captured Automatically 5-3
5.2 Capturing a Relationship Between Two Organizations 5-3
5.3 Capturing a Relationship Between Two People 5-4
5.4 Capturing a Relationship Between a Person and an Organization 5-4
5.5 Ending a Relationship Between a Person and an Organization 5-5
6 Working with Leads
6.1 Overview of Working with Leads 6-2
6.1.1 Lead Routing 6-2
6.1.2 Lead Status and Qualification 6-2
6.1.3 Lead Rank 6-3
6.1.4 Assigning Leads To Sales Representatives 6-3
6.2 Creating a Lead in the eBusiness Center 6-3
6.3 Displaying a Lead in the eBusiness Center 6-5
6.4 Displaying a Lead in the Lead Center 6-7
6.5 Creating a Lead in the Lead Center 6-7
6.6 Entering Interests, Contacts, and Other Details in the Lead Center 6-9
6.7 Accepting a Lead Assigned to You 6-10
6.8 Refusing a Lead Assigned to You 6-11
6.9 Assigning a Lead to Someone Else 6-11
6.10 Selecting Individuals and Sales Groups for a Lead Sales Team 6-12
6.11 Viewing Opportunities Created from a Lead 6-14
6.12 Qualifying a Lead 6-15
6.13 Working With Leads in the Universal Work Queue 6-16
6.14 Turning a Lead into an Opportunity 6-17
7 Tracking Opportunities
7.1 Overview of Tracking Opportunities 7-3
7.1.1 How You Create an Opportunity 7-4
7.1.2 Sales Credit 7-5
7.2 Displaying an Opportunity in the eBusiness Center 7-5
7.3 Turning a Lead into an Opportunity 7-6
7.4 Checking for Duplicates When Creating Opportunity from a Lead 7-7
7.5 Creating an Opportunity Without a Prior Lead in the eBusiness Center 7-8
7.6 Linking an Opportunity to Leads 7-11
7.7 Displaying an Opportunity in the Opportunity Center 7-12
7.8 Creating an Opportunity in the Opportunity Center 7-12
7.9 Entering Purchase Interests 7-13
7.10 Entering Opportunity Contacts 7-14
7.11 Classifying an Opportunity 7-15
7.12 Tracking Obstacles to an Opportunity 7-16
7.13 Tracking Competition for an Opportunity 7-16
7.14 Selecting Individuals and Sales Groups for the Opportunity Sales Team 7-17
7.15 Viewing Partner Selection Criteria and Routing History for an Opportunity 7-19
7.16 Routing an Opportunity to a Partner 7-20
7.17 Viewing Leads Associated with an Opportunity 7-20
7.18 Freezing an Opportunity 7-21
7.19 Splitting Up an Opportunity If Only Some Items Can Close 7-22
7.20 Deleting Purchase Items from an Opportunity 7-23
7.21 Copying an Opportunity 7-23
7.22 Updating Opportunities 7-24
7.23 Performing a Mass Update of Opportunities 7-24
7.24 Updating Your Pipeline 7-25
7.25 Working With Opportunities in the Universal Work Queue 7-27
7.26 Splitting Up a Purchase Line for Inclusion in Multiple Forecasts 7-29
7.27 Using Personal Opportunities Lists 7-30
7.28 Entering Sales Credit for Purchases in an Opportunity 7-31
7.29 Viewing Sales Credit Totals for an Opportunity 7-33
7.30 Closing an Opportunity So You Can Receive Sales Credit 7-33
7.31 Viewing the History of an Opportunity 7-34
8 Quotes, Proposals, and Orders
8.1 Overview of Quotes, Proposals, and Orders 8-2
8.2 Viewing and Modifying Quotes 8-2
8.3 Working with Orders in the eBusiness Center 8-2
8.4 Creating a Quote Without a Lead or Opportunity 8-4
8.5 Viewing a Customer’s Quotes, Proposals, and Orders for a Specific Opportunity 8-4
8.6 Creating a Quote from an Opportunity 8-5
8.7 Creating a Proposal for an Opportunity 8-6
8.8 Creating a Proposal for a Customer 8-6
9 Interacting with the Customer
9.1 Overview of Interacting with the Customer 9-3
9.1.1 Overview 9-3
9.1.2 Starting and Ending Your Interactions 9-5
9.1.3 Wrap Up 9-6
9.1.4 Simultaneous Interactions 9-6
9.1.5 Viewing Interactions 9-6
9.2 Displaying a Summary of Customer Data 9-7
9.3 Using the At A Glance Window 9-8
9.4 Starting a Web Collaboration Session 9-10
9.5 Entering the Marketing Source Code in the eBusiness Center 9-11
9.6 Launching a Script for Your Customer Interaction 9-12
9.7 Contacting Lists of Customers Supplied by Marketing 9-13
9.8 Working with Personal Contact Lists 9-15
9.9 Viewing Interactions 9-16
9.10 Viewing What Marketing Activities are Targeted to Your Customer 9-17
9.11 Viewing an Organization’s Products Under Service Contracts 9-18
9.12 Viewing Contracts a Customer Has with Your Organization 9-18
9.13 Viewing Accounts a Customer Has with Your Organization 9-19
9.14 Sending an E-mail to a Customer 9-20
9.15 Using the Collection Tab 9-21
9.16 Creating a Quick Service Request 9-21
9.17 Recording Your Interactions with a Customer 9-22
9.18 Wrapping Up an Interaction with a Customer 9-23
9.19 Restricting Interactions 9-25
10 Advanced Inbound and Advanced Outbound Integration
10.1 Overview of Integrating with Oracle Advanced Outbound and Oracle Advanced
10.2 Using Next Call and Wrapup Features 10-3
10.2.1 Scenario 1: Solicited Media, Auto Wrapup 10-3
10.2.2 Scenario 2: Solicited Media, No Auto Wrapup 10-4
10.2.3 Scenario 3: Unsolicited Media, Auto Wrapup 10-4
10.2.4 Scenario 4: Unsolicited Media, No Auto Wrapup 10-5
10.2.5 Scenario 5: Wrong Number, Solicited Media 10-6
10.2.6 Scenario 6: Wrong Number, Unsolicited Media 10-6
10.2.7 Scenario 7: No CTI 10-7
10.2.8 Scenario 8: No CTI and No Party 10-7
10.3 Taking Inbound Calls 10-8
10.4 Multiple Interactions on One Call 10-9
10.5 Transferring a Call to Another Agent 10-10
10.6 Handling a Call With No Interaction 10-10
10.7 Rescheduling an Outbound Call 10-11
10.8 Viewing Call Statistics 10-11
11 Enrolling in Events
11.1 Overview of Events 11-2
11.2 Displaying an Event in the Event Tab 11-2
11.3 Creating an Order to Enroll Individuals in Events 11-4
11.4 Completing the Enrollment Process for an Order 11-5
11.5 Viewing Detailed Event Information 11-6
11.6 Viewing the Event Roster and Enrollment Status 11-6
11.7 Recording Attendance at an Event 11-7
11.8 Viewing Enrollment History and Status 11-7
11.9 Adjusting Enrollment by Canceling, Transferring, and Substituting 11-9
12 Sending Collateral
12.1 Overview of Sending Collateral 12-2
12.2 Preparing a Collateral Order for One or More Recipients 12-2
12.3 Modifying a Collateral Order 12-6
12.4 Viewing Collateral Order History and Order Status 12-7
13 Using Notes
13.1 Overview of Using Notes 13-2
13.2 Viewing a Note From the Universal Search Window 13-2
13.3 Creating a Note From the Universal Search Window 13-3
13.4 Viewing Notes Using the Note Tab 13-4
13.5 Creating a Note In the eBusiness, Lead, or Opportunity Center 13-5
13.6 Creating a Task Note 13-7
13.7 Creating a Note During Interaction Wrap Up 13-8
13.8 Relating a Note to Other Objects 13-9
13.9 Searching for Text Within Notes 13-10
14 Using Tasks
14.1 Overview of Using Tasks 14-2
14.2 Viewing Tasks for a Party 14-2
14.3 Creating a Task for a Party or an Account 14-3
14.4 Creating a Task During Interaction Wrap Up 14-5
14.5 Creating a Task Using a Template 14-6
14.6 Assigning Tasks for an Opportunity 14-7
14.7 Viewing Tasks Associated with an Opportunity 14-8
A Customizing with Preferences
A.1 Customizing Your Application with Personal Preferences A-1
A.2 Changing the Order of Items in Your Work Queue A-2
A.3 Other Personal Profiles A-3
Send Us Your Comments
Oracle TeleSales User Guide, Release 11i
Part No. B13823-01
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Welcome to Release 11i of the Oracle TeleSales User Guide.
This guide assumes you have a working knowledge of the following:
■ The principles and customary practices of your business area.
■ Oracle TeleSales
If you have never used Oracle TeleSales, Oracle suggests you attend one or
more of the Oracle TeleSales training classes available through Oracle
■ The Oracle Applications graphical user interface.
To learn more about the Oracle Applications graphical user interface, read the
Oracle Applications User’s Guide.
See Other Information Sources for more information about Oracle Applications
How To Use This Guide
This document contains the information you need to understand and use Oracle
■ Chapter 1 provides an introduction to Oracle TeleSales.
■ Chapter 2 discusses the Oracle TeleSales business user flows.
■ Chapter 3 contains procedures and information about searching.
■ Chapter 4 contains procedures for maintaining customer information.
■ Chapter 5 covers recording relationships.
■ Chapter 6 discusses working with leads.
■ Chapter 7 covers tracking opportunities.
■ Chapter 8 provides information about orders, quotes, and proposals.
■ Chapter 9 contains procedures to use while interacting with the customer.
■ Chapter 10 covers how to use the application with Oracle Advanced Inbound or
Oracle Advanced Outbound.
■ Chapter 11 discusses enrolling in events.
■ Chapter 12 provides information about sending collateral.
■ Chapter 13 provides information on using notes.
■ Chapter 14 provides information on using tasks.
■ Appendix A covers customizing your application with personal preferences.
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Documents Related to All Products
Oracle Applications User’s Guide
This guide explains how to enter data, query, run reports, and navigate using the
graphical user interface (GUI) available with this release of Oracle TeleSales (and
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Documents Related to This Product
Oracle TeleSales Implementation Guide
This guide explains how to implement the features of Oracle TeleSales. Many of the
procedures and explanations in this guide can be used to administer the application
after the product is implemented.
Installation and System Administration
Oracle Applications Concepts
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Installing Oracle Applications
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Other Implementation Documentation
Multiple Reporting Currencies in Oracle Applications
If you use the Multiple Reporting Currencies feature to record transactions in more
than one currency, use this manual before implementing Oracle TeleSales. This
manual details additional steps and setup considerations for implementing Oracle
TeleSales with this feature.
Multiple Organizations in Oracle Applications
This guide describes how to set up and use Oracle TeleSales with Oracle
Applications' Multiple Organization support feature, so you can define and support
different organization structures when running a single installation of Oracle
Oracle Workflow Administrator's Guide
This guide explains how to complete the setup steps necessary for any Oracle
Applications product that includes workflow-enabled processes, as well as how to
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Oracle Workflow Developer's Guide
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Oracle Workflow User's Guide
This guide describes how Oracle Applications users can view and respond to
workflow notifications and monitor the progress of their workflow processes.
Oracle Workflow API Reference
This guide describes the APIs provided for developers and administrators to access
Oracle Applications Flexfields Guide
This guide provides flexfields planning, setup and reference information for the
Oracle TeleSales implementation team, as well as for users responsible for the
ongoing maintenance of Oracle Applications product data. This manual also
provides information on creating custom reports on flexfields data.
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Oracle Manufacturing APIs and Open Interfaces Manual
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Oracle Order Management Suite APIs and Open Interfaces Manual
This manual contains up-to-date information about integrating with other Oracle
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Oracle Applications Message Reference Manual
This manual describes Oracle Applications messages. This manual is available in
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Oracle Common Application Components Implementation Guide
Many CRM products use common application components. Use this guide to
correctly implement common components.
Training and Support
Oracle offers training courses to help you and your staff master Oracle TeleSales
and reach full productivity quickly. You have a choice of educational environments.
You can attend courses offered by Oracle University at any one of our many
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Introduction to Oracle TeleSales 1-1
Introduction to Oracle TeleSales
This chapter discusses the key features and integrations of Oracle TeleSales.
Sections in this chapter include:
■ Section 1.1, "Overview"
■ Section 1.2, "Oracle TeleSales Key Features"
■ Section 1.3, "Oracle TeleSales Integrations"
■ Section 1.4, "What’s New in This Release"
■ Section 1.5, "What’s Obsolete in This Release"
■ Section 1.6, "Accessing the Oracle TeleSales eBusiness Center"
■ Section 1.7, "Accessing Leads, Opportunities, and Other Work from Your Work
■ Section 1.8, "Accessing Reports"
■ Section 1.9, "The eBusiness Center"
■ Section 1.10, "Summary of Oracle TeleSales Tasks"
1-2 Oracle TeleSales User Guide
Oracle TeleSales is an application designed for interaction center professionals,
whether they are inbound or outbound telesagents. The application provides a
versatile set of tools to manage the sales cycle, from prospecting to booking orders.
Oracle TeleSales offers a true multi-channel selling and servicing solution that
leverages all channels. The E-Business Center within Oracle TeleSales offers a
complete cross-application desktop for all Oracle call center applications. The
E-Business Center provides elements of Service and Collections for an unparalleled
customer view. Key functions include contact, lead, opportunity, quote, and order
management; event registration; and collateral fulfillment. Oracle TeleSales is part
of the Oracle E-Business Suite, an integrated set of applications that is designed to
transform your business into an e-business.
The customer model used by Oracle TeleSales treats any relationships you enter
between individuals and organizations as a separate party in the database. For
example, when the user creates a new record for Jim Jones, CEO of Acme Corp. the
application creates three parties in the customer model: Jim Jones (party type of
Person), Acme Corp. (party type of Organization), and Jim Jones CEO of Acme
Corp. (party type of Party Relationship).
You will be using four main windows to do most of your work. All four windows
can be launched directly from the Navigator:
■ Universal Work Queue
Use this window to view a list of your open leads, opportunities, and daily
tasks. You can perform actions in the Action section of the window such as
updating an opportunity. The work queue serves also as a launching pad for the
rest of the application. Select a lead you want to view and edit, for example,
click the Get Work button, and the lead opens up in the Lead Center window
where you can start work right away.
Introduction to Oracle TeleSales 1-3
■ eBusiness Center
Use the eBusiness Center as the central work area for Oracle TeleSales when
you are on the phone with your customer.
Use it to create and manage customer records, to send out collateral, enroll your
customers in events, and launch the Oracle Quoting - Forms or Oracle Order
Management windows where you prepare quotes and orders.
The eBusiness Center also gives you a fast way to enter the basic information
for leads and opportunities.
■ Lead Center
Use the Lead Center to manage the details of a specific lead. You can use this
window to create new leads or to add more detail to leads you have created
using the eBusiness Center.
■ Opportunity Center
Use the Opportunity Center to create and manage individual opportunities
until they close. This includes managing the sales team and partners for the
opportunity. You can use this window for such tasks as entering purchase
interests, forecast dates, partners, and sales credits for the sales team and any
partners for the opportunity.
There are additional work areas you will use periodically.
Universal Search provides quick or detailed searches and displays the selected
search results in the related application window.
The Reports option in the Navigator take you to the reports in HTML. Reports
provide information on leads, opportunities, forecasts, and compensation,
■ Sales Tool
The sales tool within the Forms login takes you to HTML tools such as
forecasting and compensation.
For an understanding of the Oracle TeleSales user interface including detailed
explanations of standard features such as attachments, folders, and search methods,
see the Oracle Applications User's Guide.