Skills of online customer service: The ability to ask questions in the sales process is directly proportional to your sales ability. Telemarketing is also sales, so this also applies to telemarketers. Therefore, as a telemarketer, we must strive to improve our ability to ask key questions to customers on the phone. Many business representatives don't consciously ask questions on the phone because they don't have the consciousness to help customers solve problems. All they can think about is their own products and how to get customers to buy their own products. So they don't know how to ask questions from the perspective of helping customers solve problems. As an excellent business representative, we should be oriented to help customers solve problems, pay attention to the problems that customers are currently facing, give reasonable suggestions to customers from a professional perspective, and help customers solve these problems effectively. How to fully understand customers' problems requires asking customers various key questions.
The way to ask questions
First, the open question
Open-ended questions are topics chosen to guide others to speak freely. If you want to know more about customers' needs, you should ask more open-ended questions. The interrogative words that can reflect open-ended questions are: What? 、? Where is it? 、? Tell? 、? Is the batter out? Why? 、? Talk? Wait a minute.
B. Closed questions
Closed-ended questions refer to those who choose a specific topic to guide the conversation and hope that the other party will answer limited questions.
Range. Closed questions are often reflected in? Is it okay? 、? Right? 、? Isn't it? 、? Will it? 、? How long has it been? Between such interrogative words. If you want to get some more specific data and information, you need to ask the customer closed questions, so that the customer can confirm whether you understand him or not. But in telemarketing, if you ask a lot of closed questions, it will cause a kind of pressure on customers, which is not conducive to your own information collection. Therefore, when you know the customer's needs in the early stage, ask more open-ended questions, so that customers can speak freely, and it is easier for you to get useful information and find new business opportunities.
2) The purpose of asking questions
When communicating with customers, we need to ask customers some questions, and these questions have a clear purpose.
A, judge the customer's qualification: according to your own sales target, ask some specific questions to the customer, and judge whether he is a customer who meets your target through the other party's answer.
B, grasp the customer's needs: according to the customer's demand intention, use closed questions to further clarify the customer's needs and obtain as much other information as possible. The question you ask can be: usability, manageability and maintainability, which is the most important to you? Why?
C. Identify the customer: Ask questions in a euphemistic tone to determine who the customer's decision maker is. To make customers happy to answer your questions, just ask? Are you in charge of this? Obviously this is not a good way to ask questions. If you ask in another way:? Besides you, who else participated in the decision? When customers feel that they are valued, things will naturally go relatively smoothly.
D. Verify the customer's strength: In order to successfully sell your products, you should know the customer's budget. If the customer's budget is low and you need to sell him high-priced products, the probability of success will be correspondingly low, and vice versa. There may be some difficulties here, because customers are generally reluctant to tell you what their budget is. We can start with other projects and gradually induce them to disclose some budget issues.
E. Obtain competitor information: The best time to ask for competitor information is when the customer mentions the competitor, and don't ask for competitor information actively. Pay attention to the information of competitors mentioned by customers and analyze their advantages and disadvantages. If customers think that competitors' shortcomings are their own advantages, then they should highlight their own advantages in the next conversation to attract customers.
F. Closing time limit: Knowing the time limit of customers' needs will help you to further develop your sales strategy. If the other person answers that you are not sure, it is likely that he has not really decided to cooperate with you. At this time, you should further guide him, such as hinting at the benefits of starting as early as possible and the adverse effects of delay, so that customers can make cooperation decisions as soon as possible.
G. Achieve the purpose of closing the transaction: that is, guide the customer to make the decision of closing the transaction. When appropriate, such as when the customer is satisfied or in a good mood, you can take the initiative to give the customer a hint, complete the signing procedures, and clinch a deal.
H, transmit favorable information: transmit favorable information to customers in an appropriate way, make customers feel that buying your products is a correct decision, improve customer satisfaction, which may also be of great help to your future sales work.
3) Questioning skills
prelude
That is, prepare before asking questions and let customers know that it is necessary or at least harmless to answer your questions. If you want to mention it,
Ask sensitive questions that customers may not want to answer, and use prelude to change customers' minds. For example, if you ask a customer a question about the project budget, most customers are unwilling to tell you. At this time, you can add such a prelude: in order to recommend the most suitable scheme to you, I want to know the approximate investment level of this project. Through the prelude, I can effectively remind the customer that I need to know the project budget, so that the customer can have a positive answer.
B, rhetorical question
If the customer asks you a question, but you don't know how to answer it, then you have two choices: first, seek truth from facts, don't pretend to understand; The second is to ask the customer in turn and let the customer tell him his views on this issue. This is usually the answer he wants, so you can vote for him accordingly.
C, silence
If there is a long silence during the call, it will definitely cause a very embarrassing situation. But proper silence is also necessary. For example, after asking questions to customers, keeping silent for a short time can just provide customers with a necessary time to think.
D unique: that is to say, only one question is asked at the same time. Usually, you may need to ask several questions at the same time for the other person to answer, and he often remembers only one of them, or feels that it is impossible to talk. So it is the best choice to ask only one question at the same time.
Skills of network customer service: It is very necessary to learn to listen, and customers will not always repeat the same question. If you are absent-minded and don't listen, you are likely to miss some very important information, thus losing the chance to make a deal.
1) Listening skills
I. Confirmation
In the process of the customer's speech, there may be some words you didn't hear clearly, and there may be some technical terms you don't understand, which is particularly necessary.
Need to confirm with the customer to further clarify what the customer said. At the same time, when communicating with customers, we must pay attention to the use of our own language. Don't use too many terms, so as not to easily cause obstacles to customers' understanding.
B. Clarification
If there is any ambiguity, communicate with the other party in time so as to fully understand the real thoughts of customers. A word from the customer
There may be two or more understandings of words. If you are self-righteous and only understand according to your own likes and dislikes, it will inevitably lead to misunderstanding. So be sure to communicate with customers in time and clarify the facts.
C, feedback
In the process of listening, we should actively and timely feedback to customers. You should constantly make him realize that you have been listening to him. If you only pay attention to your long speech and can't hear the response, it will inevitably cause psychological pressure on the customer, so he naturally doesn't want to continue to talk about the following content, just want to end the call as soon as possible.
D, record
Be sure to take notes when communicating by phone. Telephone communication time is limited, so it is difficult for you to remember all the main points of customer needs. The best way is to record the key points mentioned by customers at any time in time.
E. judgment
By listening to the voice, intonation, speech speed and content of the customer on the phone, we can judge the personality and preferences of the other party. According to different types of personality, give the current customers a general positioning, and then adapt to each other according to this positioning. A person's voice has a great relationship with his personality, so after you connect the phone, you can judge the customer's personality characteristics through the voice. For different types of people, you should meet their different emotional needs.
Customers always use reason to analyze, but always use emotion to make decisions. Therefore, as a salesperson, we should meet different emotional needs of different types of customers. Note that if the customer speaks fast on the phone, you should also speak fast to adapt to him; If the customer speaks slowly, you should also try to speak slowly; If the customer is a very enthusiastic person and likes to show himself enthusiastically, you should also show your enthusiasm to the fullest; If the customer is a cold person who is not easy to laugh, you should also lower your enthusiasm a little to adapt to him as much as possible. This is the first very important factor to establish a harmonious relationship.
The other is to use praise, because praise applies to anyone. Praising each other is a lubricant in communication. Being good at grasping the right time to praise customers on the phone is very helpful to establish a harmonious relationship. There are many ways to praise each other, the simplest of which is to praise each other's voice, which is a very direct and effective means.
For example, if customers often ask:? How do you know about our company? Some business representatives will realistically answer:? Ah, I found out about your company in the yellow pages. ? And some smart and flexible business representatives will tactfully answer:? Manager Wang, who doesn't know that your company is so big and famous? It is the most important customer of our company and has existed in our database for a long time, so it is easy to find you. ? This is a trick to compliment each other.
Online customer service sales skills 1, use? Afraid you can't buy it? Psychology:
The more things people can't get or buy, the more they want to get or buy. Can you use this? Afraid you can't buy it? Psychology, easy to place an order. When the other party has obvious purchase intention, but finally hesitates. It can be said that this model is our best seller and is often out of stock. Now there are only two left in this batch. It will be gone in a day or two. Don't miss it if you like it. .
2. Take advantage of customers' desire to get goods quickly:
Most customers want you to deliver the goods as soon as possible after payment. So when the customer has the intention to buy, but finally hesitates. It can be said: If you really like it, take a picture quickly. The courier company/kloc-will be here in 0/0 minutes. If the payment is successful now, it will be sent to you immediately. ? It is especially effective for customers who can use online bank transfer or online payment.
3, clever questions, ascending order:
When a customer asks about a product, but unfortunately it doesn't happen, he has to use rhetorical questions to promote the order. For example, the customer asks:? Do you have this in gold? At this time, you can't answer no, but you should ask: Sorry, we don't have any in stock, but we have black, purple and blue. Which of these colors do you like?
4. Actively recommend and facilitate the transaction:
When a customer can't make up his mind and needs your recommendation, you can recommend as many styles as possible that meet his requirements, and attach the reasons for recommendation after each link. Instead of looking for someone to recommend one. ? This is a new model that has just arrived, and it is rare in the market at present? ,? Is this one of our most popular styles? ,? This model is our best seller. Often out of stock? And so on, in order to try to facilitate the transaction.