First, the telephone preparation skills of telephone sales of travel agencies
Before making a sales call, the sales staff of the travel agency must know something about the potential customers, including the basic situation of the unit, the information of the person in charge, and the general demand. To confirm which customers are likely and necessary to win. Applying the theory of sales is to determine the range of effective potential customers. Nothing will bring greater losses to the sales staff of travel agencies than wasting time on invalid customers. Because constantly following up with invalid customers will only waste energy, and it will also cause a great blow to the spirit of sales staff? Often the losses caused by the latter are immeasurable. Travel agency sales staff should make some necessary preparations before starting to communicate with customers by telephone marketing:
1 First of all, get into the habit of solving problems in time.
Sales, in fact, like other things, can be postponed as long as the parties are willing. Telesales representatives always tell themselves to wait for a more favorable opportunity or a better opportunity. Therefore, the sales staff of travel agencies should first develop the habit of solving problems in time.
2. Secondly, it is necessary to correct the positioning of telemarketers in travel agencies.
One advantage of telemarketing is that by using information channels, it is often possible to bypass the intermediate links such as the front desk and middle managers and go directly to the top of the customer unit. Therefore, the telemarketers of travel agencies should first straighten their positions before starting to make phone calls. A mature telemarketer of a travel agency should have a decent and supercilious attitude on the phone. It is necessary to send a message to customers invisibly: a manager, on behalf of our travel agency, is discussing with you a better plan to receive your customers, so they are equal.
3, travel agency sales staff should have a strong sense of turning.
Before making every phone call, the sales staff of travel agencies must realize that the phone they dialed is likely to be a turning point in their work status or even a turning point in their lives. With this idea, it is possible for travel agency salespeople to have a correct attitude towards every call they make, and they will have a positive motivation for success in their hearts.
4. Travel agency sales staff should make psychological adjustments.
The atmosphere of a successful telephone conversation must be relaxed and pleasant, which of course depends on the relationship between travel agency sales staff and customers, and more importantly, the mentality of travel agency sales staff when making this call, so you should debug yourself before making a phone call and make or answer the phone with a relaxed and humorous mood.
5, travel agency sales staff to prepare for the hardware.
Travel agencies should put their phones on their left. Although many people can hold the microphone in their right hand, few people in China can write with their left hand. Take notes at any time during the call, and sometimes even let customers know that they are taking notes. Of course, if there is a customer relationship management system (CRM), it will save a lot of trouble, but in any case, notes, two-color pens and a simple and clear form are all necessary.
Second, the travel agency outbound telephone sales skills
At present, it is difficult for travel agencies to reach an agreement with customers simply by telephone. However, the sales business of travel agencies cannot be separated from the telephone. Good travel agency salespeople can always make high-quality outgoing calls, making outgoing calls a very important part of the whole sales. Specifically, a good travel agency salesperson should make the following necessary preparations before making a phone call:
1. Prepare a list of customers who call as homogeneous as possible.
In other words, either list 20 potential customers who have never been there, or list 15 interested customers who have been there, and prepare the corresponding materials. After making a list, the sales staff of travel agencies should focus on calling the list for a certain period of time and try not to let other affairs interfere with them, such as receiving customers and looking for information.
Travel agency sales staff must force themselves to call the director of general affairs office of B middle school immediately after talking to the principal of A middle school, and then the personnel assistant in charge of reception in private schools? Don't stop yourself, because for the customers on this list, there are many similar words in the outgoing call, and it is even possible that the salesperson is actually showing them the same line and products of the travel agency. According to the gradual law of biological natural learning, after three phone calls with similar wording, even a clumsy mouth will become a series of answers.
2. Prepare the main points to be expressed before each call.
Go over the main points in your mind first, and you should write them down. In this way, after you get through the phone, you won't forget what you want to say for a while because of nervousness or excitement. In addition, when communicating with customers of travel agencies, what do customers want? Life gate? We should prepare targeted wording and how to say key words, and practice with other colleagues in the travel agency in advance if necessary to achieve the best condition.
We must strive for direct contact with the person in charge.
The biggest advantage of telemarketing is to bypass many intermediate links and directly find the project leader. Due to the popularity of telephone sales in recent years, many companies have begun to take pains, so there are many settings to filter sales calls. This requires travel agency sales staff to master certain skills in order to talk directly with the person in charge as soon as possible after dialing the phone.
For example, a salesperson of a travel agency wants to find an administrative manager in charge of employee welfare in a large company and try to sign an agreement to organize employees of the company to go out for incentive travel. The receptionist of the other party answers the phone. Should she know not to give the other party a chance to speak? No? The principle of. If you ask in ordinary language? Is it convenient for your administrative manager to answer the phone now? What are the possible answers? The manager is busy? , thus putting yourself in a dilemma. Might as well use this way:? Good morning! May I know the name of your administrative manager? This question allows the other party to answer only the specific content, so as to guide the other party to provide the name of the manager of the administrative department and then confidently add it? Can you put me through to the manager? . Because you didn't tell the recipient, it was easier to get a chance to talk to the administrative manager? No? Opportunity.
4. Control the prologue
Foreign psychologists have found that for telemarketing, the first 15 second is the most important. In this 15 second, if the sales staff of the travel agency can't quickly impress the other party in the most effective way and let him judge whether the call is worth listening to, it is possible to interrupt the call. Moreover, the first call failed to arouse the interest of customers, and the probability of failure next time is also great. Therefore, before making every strange call, you must study it carefully and find out the possible entry point for customers.
5. Let customers identify with themselves.
Chen Anzhi, a master of success, said that selling products is not as good as selling yourself. One of the most common mistakes made by salesmen of general travel agencies is to exaggerate the advantages of their own travel agencies. In the era of buyer's economy, it is difficult to win customers just by being Wang Po. Therefore, the sales staff of travel agencies first need to establish a good personal image in the eyes of customers.
6. Master the quotation skills.
Price is an important factor in sales success, but it is not the most important factor. The salesman's job is to explain the value of various services provided by this travel agency to customers, and the salesman's responsibility is to communicate and let customers know that it is worth the money. In quotation, there is a trick, that is, try to quote high-priced products and main products first. After the customer raised the price issue, he provided a series of situations with lower standards for comparison.
7. Be a good listener.
The purpose of telemarketing is to actively promote customers. Inevitably, the salesperson's speech accounts for the main conversation time. Excellent travel agency salespeople always listen to each other's reactions very sensitively and record them at any time. When customers have objections, don't directly deny each other's ideas. The correct way is to listen carefully. Listening can make the sales staff better grasp the customer's situation. After listening, they will take over the customer's objections, analyze them from the customer's point of view, and provide their own solutions.
8, reflect the interests of * * *
Successful telemarketing is successful cooperation. In the process of this cooperation, it is important not only for the sales staff to successfully sell the products, but also for the other party to gain something, which is called? Win-win? The ending. It can make the person in charge of the customer unit feel that the salesperson is thinking of him and can also get some benefits. All these help to attract customers' attention and develop into sales opportunities. Travel agencies can provide various services. Salespeople should consciously try to promote additional or high-value products and services at any time to form their own characteristics. If necessary, they may want to sell some benefits to their customers.
Third, the travel agency inbound telephone sales skills
First of all, it must be clear that incoming calls also need to be prepared. Although we can't predict when the inboundcall will appear in the travel society, every consultation call made to the travel agency is largely a customer with clear needs. It is not easy for travel agencies to open up a new customer, so we should cherish those customers who take the initiative to contact the travel agency. At the same time, because the dominance of incoming calls is in the hands of customers, the emotional and environmental factors of travel agency sales staff when answering the phone are unpredictable, so in fact, inboundcall has higher requirements for travel agency sales staff than outboundcall. Specifically, travel agency sales staff should pay attention to the following preparation points when answering inboundcall:
1, travel agency sales staff should strengthen their understanding of travel agency products.
Travel agency sales staff should be familiar with their own travel agency products as much as possible, especially the fist products recently promoted by travel agencies, so that every question raised by potential customers can be answered promptly and professionally, which is the first condition for establishing an image in the hearts of customers. In addition, we should also know the related products and prices of other competitive travel agencies in the same city, especially the differences with our own travel agencies.
2. Adjustment of mentality and preparation of position.
A cheerful telephone greeting? Hello! * * Travel agency! ? Help to enhance the customer's first impression. After greeting, you should find out the purpose of the customer's call as soon as possible. Generally speaking, when customers of travel agencies call, their inner thoughts are immature. At this time, he needs a travel expert who can make suggestions for his situation. There are even cases where callers want to complain. Therefore, the sales staff of travel agencies must adjust their mentality and position themselves before answering the phone, so as to give customers correct guidance.
3. Grasp the opportunity to answer the phone.
The best time to answer the phone is after the second ring. The reason is that answering the phone at the first bell makes customers feel that the travel agency is eager to make this business, thus increasing the bargaining power of customers. If the bell rings more than three times, it will make people wait. In this case, you should apologize to the other party.
4. Prepare records at any time.
When answering the call, the sales staff of the travel agency should constantly repeat the talking points of the customers and make records so as to make a summary and better guide the customers. And all these need to be sorted out immediately after the call, and customer management information should be entered to prepare for future outgoing calls. Never summarize the contents of customer calls into a table and put it aside. For example, a customer saw a taxi of travel agency A in the evening paper? Summer gold coast wind? After calling for advice, I finally left with my wife. After that, the sales staff of the travel agency used the information of the call record to mail small souvenirs, send short messages on holidays, and follow up by telephone every quarter to keep in touch with customers. When will the next travel agency open? Parent-child tour? As soon as this product is launched, this customer is likely to become a long-term customer of the travel agency.
Finally, it must be explained that telephone sales of travel agencies cannot completely replace face-to-face sales. As a sales method, does telemarketing play such a role more? Accelerate the guidance of customers to interview with sales staff.