Telemarketing skills and the art of speaking. Overcome the obstacles in your heart.
Some people worry that the other party will refuse before calling. After being rejected, they didn't know what to do, so they just hung up. Some people even hope that the phone will hang up soon and no one will answer. They always think from the perspective of the receiver and imagine how he will refuse you. If you think so, you will be rejected by two people. Then the phone will not receive the expected effect. There are several ways to overcome inner obstacles:
(1) Keep a good attitude. In sales, rejection is normal. What is abnormal is that no one refuses us. In that case, we don't need to run business. Have 200% confidence in your products and services, and be very optimistic about the market prospects of your products. It is their loss that others don't use or need our products or services. At the same time, it summarizes several advantages of its own products.
(2) Be good at summarizing. We should thank every customer who refuses us. Because we can learn from them why we are rejected. After each call, we should record the way they rejected us, and then we will sum up how to solve similar problems next time. The purpose of doing this is to make us confident enough to solve common problems again, without fear or fear.
(3) Take a little time to study every day. The more you learn, the less you know. The purpose of our study is not to reach a certain height. But give yourself enough confidence. Of course, learn selectively, and don't learn everything you don't know. Before making a phone call, you can write down the key words you want to express to your customers on paper to avoid being "incoherent" because of nervousness. If you type more, you will naturally mature.
Second, make clear the purpose of calling.
The purpose of calling customers is to promote products. Of course, it can't be done by a phone call, but our phone call should be effective and can get valuable information. If the person who answers the phone happens to be the person in charge, then we can directly introduce the company's products to him, communicate by telephone, send him product information emails, and make an appointment to visit. If he is not the person in charge, he must try his best to get the name, telephone number and other information of the person in charge, and then contact him to send an email and make an appointment to visit. Therefore, calling customers is not the purpose, what we want is to contact our target customers, get interview opportunities, and then complete our sales.
Third, the collection of customer resources.
Since the purpose is clear, it is a question of who to call. Telemarketing in any industry starts with selecting customers. The key to the success of telemarketing lies in finding the right target, or finding enough effective potential target customers. If you can't even do this, then you can't create any good performance at all. In the process of telemarketing, choice is always more important than effort. Finding the right target at the beginning doesn't mean that you can generate sales performance, but at least you get an opportunity and get a good start.
There are three conditions for selecting customers: 1, potential or obvious demand; 2. Have a certain economic strength to consume the products you sell; 3. The contact person should have the decision-making power and be able to make the final decision. Because our products belong to high-end products, the consumers are mainly middle-and high-income people, public money consumers and celebrities. These people are mainly concentrated in IT industry, consulting industry, entertainment industry, real estate industry, publishing industry, medicine industry, automobile industry, media industry, communication industry, study abroad agency, civil aviation industry, financial industry, government and institutions. When developing customers, we must collect personal information and corporate procurement in these industries.
Four, the front desk or switchboard communication
After the information is collected, it is the telephone contact. At this time, you will find that many calls are made by the company's front desk or switchboard, and the person who answers the phone is not the person you are looking for. A large set of sales speech prepared was rejected before it was said. We must find ways to bypass these obstacles and the front desk speech: 1. Look for the boss's name when looking for information, and look for the boss directly when calling. 2. Prepare more telephones of this company, make calls with different numbers, and different people will have different reactions when answering them, so the chances of success are higher. 3. Just turn to the extension and ask again (don't press 0 to turn to manual), and you may turn to the salesman or the personnel department, so you can avoid the front desk. If you think this customer is promising, don't give up. You can find another colleague to help you, test your colleagues and learn new methods by the way.
As their partners, for example: Hello, this is XX Company, please put me through to your boss. I sent him a fax yesterday to make sure whether I received it.
6. I don't know the surname of the person in charge, but pretend to know him, such as going to your manager Wang. This is XXX from XX Company. We have contacted about cooperation before. If the answer is that there is no such person, you can say: Oh, that's my fault. I lost his business card. Please tell me his name and telephone number.
7. Don't leave your name and phone number with the person who answers the phone. If the person in charge is not in or available, just say: Never mind, when is the person in charge usually here? When do you think it is convenient for me to call, or I'll call you back this afternoon? It's hard for the person who answers the phone to refuse you again.
Verb (abbreviation of verb) is the prologue of successful telemarketing.
In order to find your target customers, you must introduce yourself to the company within 30 seconds, arouse customers' interest and make them willing to continue chatting. That is, the salesperson should clearly let the customer know the following three things within 30 seconds: 1, who am I and which company do I represent? 2. What's the purpose of my calling the customer? 3. What's the use of our products for customers? It's best to express your intention in the shortest sentence in the opening remarks, because no one will have the patience to listen to a stranger's long speech there. What the customer cares about is what this call is for and what it can bring him. A useless phone call is a waste of time for anyone. For example: Hello, Mr. Zhang, I'm XXX from Morning Fruit Industry Co., Ltd. Our company mainly distributes all kinds of high-grade fruits and dried fruits, as well as dried fruit gift boxes, red wine and tea oil. Our products can be distributed as employee benefits and holiday gifts, and can also be provided to your customers to maintain your customer relationship. Note: don't always ask customers if they are interested, but help them decide and guide their thinking; In the face of customer rejection, don't back down and don't give up immediately. The most important thing is to have an interview with the customer.
6. Introduce your own products
When introducing products on the phone, we should grasp the key points, highlight the characteristics of products and attract customers:
1, distribution advantage: we spend in the form of membership card, which can be used for one-time consumption, multiple delivery by credit card and recharge. Can be used as a gift to customers, convenient and practical. As long as the customer calls, we will send the product home, saving your customer's shopping time and ensuring the quality of the product.
2. Product Advantages Most of our products are imported fruits and dried fruits, and we have our own plantations for many fruits, which ensures that the products have no pesticide residues. Many products are rare in the market. Nowadays, everyone pays attention to giving gifts to health. If you give such nutritious products and services to customers, and the customer relationship is well maintained, then your business will certainly grow, and giving them to employees will also make employees feel the concern of the enterprise, which will definitely improve their work enthusiasm and efficiency. Needless to say! !
3, gift box advantages Our high-end gift box contains all kinds of red wine, tea oil, and all kinds of dried fruits, which can be used as high-end gifts for customers or for visiting relatives and friends. You can choose different gift boxes according to your own needs and preferences. As a gift for customers and employees, it brings you convenience and saves you the trouble of buying and giving gifts. It's convenient to get a gift card.
Seven, deal with customer objections.
When introducing products, you will encounter customers' rejection and doubt. (liuxue86.com) But we keep a good attitude, and at the same time we can come up with words to deal with customers' rejection and query. There are two kinds of customer objections: untrue objections and real objections.
There are several kinds of untrue objections: 1. A customer's habitual refusal. Most people receive a sales call, and their first reaction is to refuse. This kind of customer will divert his attention. We take the group purchase route and don't sell the products to him. The function is to improve the work enthusiasm of his employees, maintain his customer relationship and bring greater enterprise benefits.
2. Customer's emotional objection. When we call our customers, we don't know whether they are in a good mood or a bad mood. Now it is suitable for communication. Therefore, we can hear whether the customer is emotional or not from his tone and attitude, and listen to his complaints, which will help him to resolve his irritability. Then in the future communication, customers will also give back your kindness. Learn to listen, and telemarketers will be rewarded accordingly.
3. The client is good at being a teacher's objection. The customer points out that your opinion or product is not really dissatisfied. Customers themselves know that there is no perfect product in this world. He just wants to tell you how powerful and knowledgeable he is. We can win the argument with customers, but we will lose the opportunity to sell. What a salesperson should do is to shut up and listen to the different opinions of customers. Then agree with him: well, what you said is very reasonable. What products are defective to some extent. After listening to you, I learned a lot. . Then I put forward my own different opinions, which not only satisfied the vanity of customers, but also achieved the purpose of my own sales.
The real objection mainly includes two aspects:
1, there are several forms of demand.
( 1)? Not yet. I'll call you if I need to, okay? The answer may be that our opening remarks did not attract customers, so we should adjust the wording and focus on what our products can bring to him. For example, if you see that the Chinese New Year is coming soon, your company will definitely give benefits to its employees, and old customers should also maintain good relations. Employee benefits can improve employees' work enthusiasm, and customer gifts can enhance customer cooperation. You can get huge profits with little investment, and your business will get better and better in the coming year.
(2)? Why don't you send a fax/information first and then talk about it? This kind of answer just gives us a chance to call next time, so we should consider how to attract customers' attention next time, and we should not rush into it.
(3)? I have to think about it, okay? /? Discuss it again? Such an answer, we still have to find customers? Consider? You can ask: What are you worried about? Well, I'll go to your place with products and materials, so you can have an intuitive understanding. It's best to have an interview, ask the reason clearly and find a way to solve it.
(4)? We already have partners? Don't belittle your partner at this time. If you belittle your opponent, you belittle your customer, and the result is counterproductive. You can say: Oh, congratulations first. I want to know which company you work for. As colleagues, we may know a little more. What can we do to help you? If the customer is interested, you can analyze the advantages of your opponent, then tell the differences of your product to arouse the customer's interest, and then make an appointment to let your customer know about the product, and multiple choices will not cause him any loss.
(5)? I am busy now, so I don't have time to talk to you? We can answer the customer like this: It doesn't matter. If it's convenient for you tomorrow afternoon, I'll visit you with the information, and we'll discuss it in detail when we meet. If the customer still refuses, tell the customer to email him first, make an appointment for the next contact, and give the customer a buffer period.
2. Oppose the price, communicate by telephone, and try to avoid talking about the price. If you have to quote a price, you can quote a rough price, and try to quote an interval instead of an accurate price to facilitate bargaining with customers.
Eight, about customer interviews
The ultimate goal of our phone call is to sell our products, which requires sitting down and talking with customers, so the success of the phone call depends on whether we can make an appointment for customers to visit at home. It is impossible for any customer to call. Maybe the first date didn't work out, but we can leave ourselves a way out. We can say this: Manager XX, look at this. I will go to your place with products and materials tomorrow afternoon. Oh, you have no time tomorrow. Is Wednesday afternoon convenient for you? It won't take you long. When will you be free on Wednesday afternoon? Ok, see you on Wednesday. I'll call you then.
If the appointment is successful, the purpose of your call will be achieved. The next thing is to prepare materials and samples for home visits. This is the real beginning of sales. How to succeed in the interview is a test of a salesperson's sales ability.
First of all, you should have a thorough understanding of your products/services.
Clear your mind before dialing; Must have a full understanding of the company's own products. The so-called full understanding, that is, including the basic performance, unique functions and advanced functions of similar products, must be fully understood. If you don't even know your own products, how can you introduce your products to customers?
Second, master a dialogue mode that you are very familiar with.
That is, what to say at the beginning, what to say next, and how to answer if the customer asks different questions. What questions customers may ask and how to guide customers' interest in products. As a telemarketer, you must be fully prepared before dialing. After the phone call, you should concentrate on communicating with customers. Of course, the above process should be done in one go. Don't keep the other party waiting for a long time without responding. If so, the other party will not hesitate to hang up. A potential customer will be wasted because of your slow response.
Third, learn to respect.
Proper address can improve your taste and quality as a telemarketer. Generally used as a courtesy title for men? Sir? The honorific words for women? Miss? Or? Lady? . If you know the specific position or position of the customer, you can address the position and prefix it with the customer's last name, such as? Yang Jingli? 、? Minister Chen? 、? Manager Li? Wait a minute. In addition, telemarketers should also master the following common languages. Politeness:? Sorry for the trouble! ? Sorry to bother you. ? 、? Thank you very much? 、? Excuse me. 、? Delay? 、? Obstruct? 、? Excuse me. 、? Please. 、? Please enlighten me. ? Please support. ? 、? Help? 、? Do you understand? 、? Support? Excuse me, excuse me. I've heard a lot about you. Nice to meet you. Please leave.
Fourth, learn to take communication records.
Telesalesmen should learn to take phone records after starting telephone communication. If you don't keep a good phone record, you won't be able to follow up these customers who have called for the second time in the future. It is a very good habit for a telemarketer to record the details of the call. When you follow up the phone, take a microphone in one hand and a pen in the other, and record the useful and important information you hear at any time. If you don't listen clearly, you have to let the other party repeat it, which will make the other party feel that you are dealing with your own work, and if you don't listen to him carefully, it will make the customer feel disrespected.
Fifth, learn to report yourself skillfully, so that the other party will remember you immediately after listening, so that you will save a lot of time and cost when you follow up for the second time in the future.
When the other party picks up the phone, you should say hello politely and then report home. You shouldn't speak too fast or too slowly. The ideal speech speed is 240 bytes/minute. When you speak, you should enunciate clearly, and your pronunciation should be full of gas. If you feel short of breath, don't stay up late at ordinary times, soak more ginseng water, or do more long-distance running, swimming and other sports, which is of great help to increase your vital capacity. If the other person also signs up, you must write it down. In the next conversation, you can call each other by their first names from time to time, which will make customers feel that they are highly valued and bring you closer to them.
Sixth, quickly enter the topic of conversation.
You can quickly enter the conversation topic after signing up. Time is precious to telemarketers and customers. No one is interested in listening to a stranger's rambling nonsense from time to time. You should inform customers of the company's products or services as soon as possible. It is particularly important to note that you must inform your customers of the advanced and outstanding features of your products/services at the first time. The principle of changing body thinking is to overcome various psychological obstacles in communication. You call others to provide them with excellent products/services, not to make money. Many telemarketers often encounter such psychological obstacles in communication, which leads them to work with guilt, which is a very negative emotion.
Seventh, learn to ask questions.
What's the use of asking questions? The function of asking questions is to tap the potential needs of customers. A customer will not tell you what products or services he needs as soon as he calls. According to the function and performance of your product, ask customers questions from the simple to the deep. In the process of answering customers' questions, guide customers to pay attention to your products/services and arouse their interest in buying.
Eighth, learn to take the initiative.
If you make a sales call in the middle of a customer's question, it is definitely not a successful communication record. In addition to asking and answering questions, telemarketers should learn to take the initiative and use situational marketing to gradually bring customers into your sales atmosphere. Don't let the other person think that this is? Harassing phone calls? . But at the same time, pay attention to the truth, and don't let customers feel that you are using telemarketing skills.
Ninth, learn to control the call time.
The call time should not be too short or too long. A few minutes per call is appropriate, and there is no general standard in the industry. It depends on your products and customers, that is, it varies from product to product and from person to person. But there is a reference standard, that is, after basically introducing your product/service, the customer has no other questions to ask, so the call can basically be ended. During the call, you must not be silent and have nothing to say. You should have finished this call before it happened.
Tenth, learn to make appointments with customers.
If this customer is interested in your product, you should take the time to make an appointment with the customer for the next call or home visit before ending this call. This is the performance of paying attention to customers. Instead of calling them the next time you are free or suddenly think of their time. Everything is customer-centric and time is customer-centric.
Precautions for telemarketing: Never ask customers if they have seen samples or related materials.
Many customers are interested in buying products, but they are not in a hurry to read the information. Therefore, when a salesman calls a customer, if he directly asks if the other party has seen the samples and heard the products, it is easy to get no answer, thus inferring that the customer's willingness to buy is low, and even losing potential customers without knowing it.
It can be seen that questions such as have you read our information are redundant. If the other party has not read the answer, it will not be able to tell the other party other information or continue the conversation. If the customer has not read the information but is embarrassed to say it, then pretend to have read it and give a perfunctory answer with "I see, it is not good", which will make the salesman rejected and be sentenced out early.
Never ask, can I come to see you?
People usually focus on how to answer questions before they know their true intentions. Therefore, when calling customers, it is better to ask questions in an induced way, and it is easier to get a positive answer.
For example, a telemarketer can say, "Are you at home on X, X?" Usually, if the customer is free that day, he will directly answer yes, so that it is convenient to send a visit invitation. On the contrary, if you just say, can I visit you on X? Is it convenient for you to be on X? X, often only those who want to be visited will accept the invitation, and the salesman has a great chance of being rejected.
Plan the call time.
It is difficult for a customer who has never met at the other end of the phone to guess when it is convenient or in a good mood, so it is best to use empathy to infer that the time when he is convenient to answer the phone may be the time when the customer is convenient to answer the phone.
For office workers, they are more likely to go out in the afternoon and generally stay in their seats in the morning, so it is easier to get through by phone in the morning. However, even if you choose to call in the morning, you happen to meet someone who is very busy and easily hung up. At this time, it is best to wait until after 5 pm, usually when office workers are slack.
Clever use? Follow the trend? intelligence
From a psychological point of view, most people will think that what most people are doing must be correct, so when selling, if we use "everyone does this?" This will help to increase persuasiveness.