Financial telemarketing skills and vocabulary: how to conduct telemarketing correctly
Nowadays, the business of enterprises is more and more diversified, and accordingly, many sales models have emerged, such as direct sales, telephone sales, online sales, e-mail sales, word-of-mouth introduction and so on. These sales models have their own advantages and disadvantages. However, one thing is worthy of recognition, that is, as long as it conforms to the type of products of the enterprise itself, the sales model can play a huge role. With the development of economy, the customers of enterprises are more and more diversified, and telemarketing has gradually become one of the most important sales models of enterprises. Compared with other types of sales models, the advantages of telemarketing are obvious: fast speed and orders of magnitude. Therefore, in order to meet the needs of development, it is imperative for salespeople to master the ability of telemarketing.
Through a long period of exploration and analysis, the sales training of mutual aid group has finally made a great breakthrough in digesting marketing skills. And summed up the following experience for friends to learn from.
In telemarketing, preparation in advance is the most important. As the saying goes, if you are not ready, be prepared for failure.
First of all, we should fully understand our products and services. Because the call itself represents a low degree of trust, especially if the customer asks some product information and the salesperson can't answer it, then the minimum trust may be directly broken. So understanding the product is one of the preparations that need to be made in advance. What I mean here is to know as much as possible about the product, no matter the details or the general framework model. If you can understand it, you should know more. Otherwise, what should be introduced to customers in communication?
Second, we should sum up our communication mode. To put it simply, what is said in the first sentence, what is said in the second sentence and so on. If the customer asks some questions, what is the most effective answer? Before calling, it is best to write down all the questions that customers may ask, analyze them and memorize the answers. This way you won't be in a hurry when answering customer questions. One thing to note is that once the phone rings, you should concentrate all your attention on communicating with customers. Especially when answering questions, you should do it in one go, and you can't be silent for a long time. Otherwise, customers are likely to lose patience and hang up directly. This wastes a potential customer.
Third, make a good communication record. Telephone salesmen, at the end of the day, will make hundreds of calls, one or two hundred is normal, and three or four hundred is not a few. If the communication content is not recorded in time, it will be very difficult to follow up this customer in the future. Moreover, it is a very good habit to record and maintain information not only in telephone sales but also in other sales. When making a phone call, it is best to hold the microphone in one hand and the pen in the other. Record important news and useful news at any time. If you don't hear clearly, asking the customer to repeat it will make the customer feel careless.
Fourth, learn the skills of self-introduction. Only a differentiated introduction can make customers remember you as soon as possible. In this way, in the second follow-up, customers will have some impressions and save a lot of unnecessary time. You can't speak too fast in communication. Generally speaking, speaking too fast is either nervousness or habit. Both of them are not conducive to communication with customers. Speaking methodically and enunciating clearly are essential skills for telemarketing.
Financial telemarketing skills and vocabulary: six ideas that telemarketers should have
How to do telemarketing well?
1. firmly believe in the idea that you will get something back if you pay.
There is no pie in the sky, everything has to be paid and paid. No matter what you love or hate, you have to pay the price. As a telemarketer, in the process of telemarketing, it is inevitable to encounter some bumps and grievances. To this end, telemarketers must firmly believe that no matter what they do, what they pay will be rewarded, just like the inevitability of flowering and fruition. Be optimistic, be strong, regard the grievances and hardships in the process of telemarketing as a kind of training for yourself, persist, firmly believe that only pay will pay off, and if there is no return, you should face your pay calmly and not be impatient.
Some telemarketers are afraid of hardship, want to be comfortable, don't want to get up early and get greedy, and don't want to contact customers. When they encounter misunderstanding or dissatisfaction from customers, they will feel depressed and start to be afraid of selling. In the long run, telemarketers will not only affect their work mentality, but also lose more customers and even lead to a sharp decline in sales performance. In fact, everyone will encounter difficulties, and every job will be somewhat difficult. When the telemarketers encounter setbacks, they should meditate in their hearts. Don't worry, this is just the beginning. My efforts will definitely pay off, but this process is a bit slow, and the fruits of success will eventually come. ?
2. Keep a proactive attitude.
Keeping a proactive belief means that as a telemarketer, we should expand the good and correct aspects, and at the same time devote ourselves to enthusiasm at the first time and take the initiative to contact customers to communicate, coordinate and sell.
Work is to solve all kinds of problems. Many people don't like to solve problems, like to hide or hand them over, and don't want to take the problems on themselves. It is said that more things are better than less. One more thing, one more responsibility, one more hard work and one less ease. But long-term avoidance is only a stopgap measure after all, and the problems we should face still need to be faced. Therefore, this requires telemarketers to maintain a proactive attitude to solve problems, and when they encounter problems, they should think of ways and find more ways. When you take the initiative to solve problems, you will suddenly find that this will not only increase your experience in dealing with problems, but also make you more familiar with your own business, increase the opportunities for exercise and realize your self-worth. Maybe you have encountered many difficulties in the process of telemarketing, but as a telemarketer, after overcoming these difficulties, you should see a blue sky.
3. Have a responsible idea.
Responsibility is to do everything well, that is, to bear 100% of your own results and all the consequences arising therefrom. No excuses, no excuses. Then, actively try to change possible consequences. A truly responsible person can show his sense of responsibility through various forms and methods, because responsibility is an obligation, not a condition.
As telemarketers, some people have a weak sense of responsibility, just to make a living, how much money the company gives and how many things they do; Be a monk for a day and hit the bell for a day; If something goes wrong, pass the buck; Find various reasons if you can't finish the sales task; Some people just walk away. Although you can avoid problems when you are gone, it is impossible for everyone to avoid responsibility and negligence all his life. Therefore, as a salesperson, you must have the courage to face problems, solve problems, be responsible for your actions, and form the habit of being responsible for one day. Only serious and responsible people can gain the trust of customers.
4. Be tolerant and grateful.
As a telemarketer, you will come into contact with all kinds of dealers and consumers in your sales. Because telemarketers provide services for customers, meeting customer needs is the first priority, which requires telemarketers to learn to be tolerant, tolerant of other people's different preferences, and tolerant of other people's picky. Clear water means no fish, and all rivers run into the sea. Only by learning to tolerate customers can we better understand their needs, gain their trust and sell better.
A qualified telemarketer should not only learn to tolerate others, but also learn to be grateful. Always remember the goodness of others. Only with a grateful heart can we discover the beauty of others. Learn to be grateful to others, because leaders, customers, colleagues, etc. will provide us with various opportunities, as well as various confrontations and challenges, and enrich our knowledge and life in different ways.
5. Have the idea of action.
Everyone needs to prove his existence and value with actions. As a telemarketer, you must really care about customers with actions and achieve sales goals with actions. If all plans, goals and wishes stay on paper and are not put into action, then the plans can't be implemented, the goals can't be achieved, and the wishes are soap bubbles.
Everyone knows the difference between doing and not doing. There are many opportunities in the market, and the results of grasping and not grasping, as well as inaction, are different. When others are still thinking and talking, you have done it, which means that you have walked in front of your opponent. The present era is an era in which the pace is faster than anyone else and the action is faster than anyone else. Whoever wins the first prize will gain a rare advantage in the competition. Of course, the action is not to be carried out blindly, but to be targeted and planned.
6. There is a concept of empty cup learning
No one is perfect, everyone has his own defects, where he is relatively weak. Maybe you already know everything about an industry, maybe you have rich skills, but for new enterprises, new distributors and new customers, you are still you, and you are nothing special. You need to rearrange your wisdom with an empty cup mentality and absorb the present, others', correct and excellent ones. Enterprises have their own corporate culture, their own development ideas and their own management methods. As long as it is correct and reasonable, as a telemarketer, you must understand and feel. Integrate yourself into the enterprise and the team, otherwise, you will always be an outsider in the enterprise.
It's never too late to study. Competition is intensifying, and the competition for strength and ability will become more and more fierce. Whoever doesn't learn can't make progress, and whoever doesn't innovate will fall behind in weapons. Colleagues are teachers; The superior is the teacher; The party concerned is a teacher; The competitor is a teacher. Learning is not only a state of mind, but also a way of life as a salesperson. 2 1 century, whoever can learn will succeed, and learning has become their own competitiveness and the competitiveness of enterprises.