Introduction to communication skills of telephone call back 1 1. Effectiveness of call back.
Some students came to the school for consultation and did not choose to sign up for the first time. After on-site consultation and visiting the school, they also chose to go home to consider and prepare. During the period from going home to signing up, a return visit plays an important role. However, the time for choosing a return visit must be well grasped.
1 Don't delay the first return visit for too long. It's better to control it in two days. If the time is delayed too long, there may be changes in the middle. Students often hesitate to go home, and there will be some problems in the middle. When they don't take the initiative to call the school to ask questions, counselors should take the opportunity of returning to solve students' doubts. If the return visit is not timely, there will be interference from other schools or other personnel, which may affect students' choice. Of course, the time for the first return visit should not be too close to the on-site consultation. It is also disgusting for students to call back as soon as they enter the house.
2 the specific time of the return visit should be well grasped. Don't pay a return visit when students or parents are sleeping, eating lunch or watching TV at night, which will affect each other's normal life, unless parents or students specifically request a fixed time to pay a return visit.
Second, the preparation before the return visit
It is necessary to form a good habit of returning to visit, sort out students' information before returning to visit, understand the direction that students and parents pay more attention to during on-site consultation, and why they choose to go home to consider it, and make a return visit plan according to their needs. Without careful analysis, blind contact and communication with students and parents at any time has little effect.
Third, the voice of the return visit
In face-to-face communication, body language can at least exert considerable influence on the other party to enhance the effect of speech. However, in the telephone call back, because we don't communicate face to face with students and parents, we can't see each other, and we usually can't influence each other with body language. Therefore, it is very important to have your voice in the telephone call back, which will have an impact on students and parents by enhancing the appeal of the voice.
First, the sound element
Pay attention to the following five points in terms of sound:
1. enthusiasm
Be sure to pay attention to whether you speak enthusiastically. Think about it. If you don't smile with a straight face when communicating with each other on the phone, it is difficult to talk enthusiastically accordingly. You should enrich your facial expressions as much as possible. If you want to influence each other with enthusiasm, you must enrich your facial expressions and smile. Sometimes I feel tired when I make too many phone calls, and my mental state will get worse accordingly. This requires self-discipline. When you call when you are in a bad mental state, you must pay attention to whether you are laughing or talking with a straight face. Although students and parents can't see your mental state, they can feel it. If you don't notice it yourself, you are likely to miss an opportunity. If some students or parents ask questions that make you unhappy, or even if the intention of registration is weak, we should keep a warm attitude and make a telephone call back. But it is not good to be too enthusiastic, because everything should be moderate. People are different. Some people like to associate with enthusiastic people, while others don't like to deal with people who are too enthusiastic. This is related to people's personality. In any case, don't be too enthusiastic about customers who don't know you very well on the phone. Being too enthusiastic may make the other person feel a little fake.
2. Speed of speech
Another important factor to enhance the appeal of sound is the speed of speech. If you speak too fast, the other person may not understand what you are saying, but what you said is over, which will inevitably affect the effect of your speech. Of course, you can't speak too slowly. If you speak too slowly, you can't stand the impatience of the other party. So when you make a phone call, you should speak at a normal speed, just like face-to-face communication.
Step 3: Volume
The volume of your speech is very important, neither too small nor too loud. This is because: ① when you make a phone call, the voice is too low, which may make the other party unable to hear or understand, or even misunderstand your original intention because you can't hear clearly; (2) when the phone is too loud. First, it will over-stimulate the auditory nerve in the human brain. After a long time, it will reduce the sensitivity when listening to small sounds. Secondly, too loud noise is also a special kind of noise to the auditory nerve of human brain, which will seriously disturb people's normal mood and make people fidgety. In addition, when you don't pay attention, the volume will decrease, and the voice will give customers a feeling of less confidence. But if it's too loud, it's impolite to customers. So try to keep the volume normal.
Step 4 pronounce clearly
Clear pronunciation can fully express a person's professionalism. Clarity has something to do with speech speed. It will be clearer if you speak slowly. What needs to be emphasized here is that it's better to speak slowly, spend more time when you speak and keep your voice clear.
5. Be good at using pauses
You must be good at using pauses in the process of speaking. Don't keep talking until the conversation is over. Because you have been talking for a long time, but you don't know whether the other party is listening or not, and you don't know how the other party will react after listening to what you said. A proper pause can attract the attention of students and parents more effectively. When the other person signals you to continue, you can reflect that he is listening to you carefully. Another advantage of pause is that the other person may have questions to ask you. Only when you pause can he use your pause to ask you questions. In the process of question-and-answer interaction, I can naturally deepen my impression of your speech.
Second, the wording
When communicating with customers, wording is very important, because your professional level is reflected in wording. Answer questions need to pay attention to five aspects:
1. Answer the question logically.
If parents ask questions and you answer them logically, and give each other a clear logical thinking, then your high professional level will naturally be exposed. So when you speak, you should use some words like "first, second".
2. Cooperate with body language
Don't think body language is useless at this time. When you talk about "the first time" face to face with students and parents, you usually have to cooperate with some gestures, and your gestures will in turn affect your voice, such as emphasizing the tone at the right place and pausing at the right place. Although the other party can't see your movements during telephone communication, your movements can effectively affect your voice, and they can feel it through your voice.
3. Positive wording
Be sure to use positive words when you speak. How can we make positive wording? For example, there is only one student from Shanxi in this school, so I will tell the customer directly that there is only one student from Shanxi in this school. Obviously, this will have a negative impact on parents, who think that the school may not be big. If you change the positive wording and say that this school already has a student from a certain place in Shanxi, parents will think that you are familiar with the local area and the school has a wide enrollment, which will have a certain positive impact on the other party.
be sure of oneself
As a telephone consultant, you must be confident, don't hesitate to speak, and try not to use ambiguous words such as "maybe, maybe". If both students and parents think you are not confident, it will be hard for them to believe what you say. Being confident and decisive when you speak, and daring to promise your parents, can effectively increase each other's trust in you, and the probability of success will naturally increase accordingly.
Concise and clear
Speak as concisely and clearly as possible. Note that you are on the phone with someone else. No one wants to hold the phone and listen to you for a long time. Don't be long-winded, first think clearly about the main points you want to say, organize your own ideas, express your views clearly in simple and clear words, and don't say anything unimportant. Giving each other a clear concept in a short time will make parents feel happy and leave a good impression.
Third, establish a harmonious relationship.
It is very important to establish a harmonious relationship with students and their parents on the phone. Why is the other person willing to continue chatting with you after your opening remarks? It is largely because you have established a harmonious relationship with him. It is very important to establish a harmonious relationship with each other in three aspects:
1. Adapt to the voice characteristics of customers.
Adapt to the customer's personality, some people have loud voices, some people have ordinary voices, some people are decisive and crisp, and some people speak very gently. A person's voice has a lot to do with his personality, so you can judge which of the above personalities the customer's personality should belong to by the voice after connecting the phone. To sum up, it should be noted that if the customer speaks quickly on the phone, you should also speak quickly to adapt to him; If the customer speaks slowly, you should also try to speak slowly; If the student is a very enthusiastic person and likes to show himself enthusiastically like a peacock, you should also bring your enthusiasm to the extreme; If a parent or student is a very cold person and doesn't laugh easily, you should also lower your enthusiasm slightly in order to adapt to him as much as possible. This is the first very important factor to establish a harmonious relationship.
Compliment each other
Compliments are like lubricants in communication. Grasping the appropriate time to praise students and parents on the phone is very helpful to establish a harmonious relationship.
3. Understand and help solve customers' current problems
Understand students' needs and problems through telephone call back, and put forward corresponding reasonable solutions to gain parents' trust.
Telephone return visit plays a very important role in consulting work and can not be ignored. Master the above skills, be sincere, enthusiastic and careful, and believe that the success rate of telephone call back will be greatly improved.
Call back 2 1 Introduction of communication skills, and follow up at any time.
Before the telephone follow-up, the insurance sales consultant needs to clearly recall his last contact with the customer, what the two sides talked about at that time, and what problems need to be solved in this follow-up. This requires the course consultant not only to do demand analysis at the customer reception meeting, but also to record some important information about this contact with customers in detail to ensure that the following follow-up has something to say.
In addition, insurance sales consultants need to know their own products and competitive products as well as their customers. If the insurance sales consultant doesn't know much about competing products when receiving customers, in addition to highlighting the advantages of his products to resolve conflicts, he needs to carefully check and record the relevant information of competing products after sending customers away, which is also one of the important contents of your communication with customers in the next telephone follow-up.
2. Say your "opening remarks"
Usually our insurance sales consultant will say, "Is this Mr. XX?" This openness is understandable, but we have widened the distance with our customers. Usually an experienced insurance sales consultant will say, "Hello, XX's father/mother, I'm Teacher X of XX!" " The benefits of this statement can not only narrow the distance with customers and increase the intimacy between the two sides, but also verify whether the last time the customer contacted you, he left a deep impression on you. If customers hesitate or pause after you name the brand, then you should reflect on why you did it last time and try to leave an unforgettable impression on customers next time.
Other insurance sales consultants are accustomed to follow up with customers directly with their mobile phone numbers on their business cards (without the company's public landline). I think this habit is very good. The advantage of this is that it can not only verify whether the customer has stored or remembered your mobile phone number, but also realize the action of "handing the business card for the second time", which greatly increases the probability of business transaction.
3. avoid the person who answers the phone saying "no"
I believe many people have received phone calls about selling shops, loans, trusts and insurance. Looking back, did you just say "no need" to the beautiful voice on the phone most of the time? Is there wood? Come to think of it, why do people often refuse? In addition to the lack of demand, I think it is also related to time, occasion, tone, etiquette, information channels and so on.
Suppose you know someone who calls you to promote products, and you need products, will you listen to her? And if you happen to have time and the person who calls you is very polite, do you want to communicate with her further? I think the answer above is obvious. Therefore, our insurance sales staff should not only do a lot of groundwork before making a phone call, but also master the etiquette of telephone communication, and also grasp the time and content of telephone follow-up to avoid ending the follow-up in less than half a minute after the phone is connected.
4. Try to get the other person to talk.
This situation is generally rare, but it cannot be avoided. We need to see ourselves as people who can meet the needs of our customers. The best way to help others is to let them tell you all their problems, so that you can make the best decision for them. So, try to get the other person to talk and let them tell you their needs (or potential needs). If the other person is a silent person, you can ask him some questions as usual. Then, according to the information provided by the other party, you can make the best response and make the other party sit up and take notice of you. At this time, you should stand in the customer's position and try to understand their point of view. You can compare your heart with yours.
Step 5 get information again
In fact, the purpose of our call is not only to get customers back to the store again, because we can't guarantee that every potential customer can enter the store twice. In order to improve our follow-up efficiency, it is inevitable that customers will be defeated and invalidated. Telephone follow-up is very important. One purpose is to screen your potential customers, get a high-level "prospective car owner", and manage your potential customer base to prepare for future transactions.
Open-ended questioning and closed-ended questioning are necessary skills for a qualified insurance sales consultant. Open questions are mainly used to obtain information, and closed questions are mainly used to confirm information. In telephone follow-up, we should be good at using these two ways of asking questions. Get or confirm some demand information communicated with customers last time in repeated questions.
6. Be prepared to accept rejection.
It is normal to be rejected in the process of insurance sales. The first reaction to rejection is to remain calm. You don't want your hard-won conversation to be ruined by your own impulses.
The next reaction is to respond to the other party's refusal. If you think the other person's refusal is an excuse to end the conversation, you can ask another question. Understand the real needs of customers. In this way, you can give yourself a chance to state again how your product meets the needs of customers. Be practical, put the interests of customers first and your products second. If the other party has no desire to buy your product at present. You should end your's conversation politely at once, but you need to leave the other party the purpose or reason for your next follow-up and contact you later when necessary.
The most common reason why telemarketing is rejected is that the price is too high. Unless you sell insurance directly on the phone, you'd better avoid talking about price.
7. Learn to manage your customers.
Some insurance sales consultants have such a good habit that customers at any level will follow up 24 hours after leaving the store. For Class B and Class C customers, many insurance sales consultants feel that it is unnecessary to pay a return visit. Because they don't know what to talk to customers, it's best not to call in order to avoid the embarrassing situation of silence on the phone. But when it was time to take a taxi, I found that I had no impression of this customer.
The reason for the above situation is nothing more than the negligence of insurance sales consultants when receiving such customers for the first time. In fact, he lacks the patience to manage his own customers, and always wants to "catch and sell now" in the exhibition hall every month or serve those H and A customers well. Imagine, one day, the market changes suddenly, what do you support yourself with?
Therefore, in addition to customer reception, the key is to cultivate those uninterested B and C potential customers. Run your submarine base with your heart by burying the foreshadowing of follow-up again and again in future telephone follow-up. When customers buy a car, I think they will think of you, which will undoubtedly increase your monthly sales.
Introduction to communication skills of telephone return visit III. Telephone call preparation
1, a pen and a notebook to take notes.
2. Quiet environment.
3. Simple outline.
4. Be sure to make a phone call while standing.
5. Always keep smiling.
6. Warm greetings.
Second, the strange visit method:
1, cut to the chase: "Hello! Is Aunt Wu at home? " "I'm Xiao Wang from the Organizing Committee of Diabetes Health Popularization Project, and I want to give some suggestions on his exercise methods and diet."
2. Return invitation method: "Hello! Is Aunt Wu at home? " I want to make an appointment to see you. What time is convenient for you? Would you mind going to your house? If it's inconvenient to go home, I'd like to invite you to the farmhouse. You must come.
3, the roundabout method: "Hello! Is Aunt Wu at home? " "I really forgot. I am Xiao Wang. " "Oh, I don't seem to remember." "I want to send you the latest diabetes rehabilitation guide. Do you think your home is convenient? " Suppose familiarity: "Hello! Is XX at home? " "I have known you for a long time. Have you forgotten where we met? "
Third, the member return visit method:
1. Hint effect method: "Hey, Auntie, when you eat [Sugar Anmei], you are very loud and full of energy?"
2. Sincere blessing method: "Auntie, nothing. I miss you very much today. I will call you and wish you good health. "
3. Expression of concern: "Auntie, I miss you so much. I'm not free these days. I have done what you asked me to do. I'll send it to you these days. "
4, holiday blessing method: "Aunt, I wish you a happy birthday, I prepared a birthday song for you!"
5. Happy sharing method: "Auntie, I am so happy. I accomplished a very difficult task. Calling you also makes you happy. "
6. Constantly strengthen the law: "Auntie, I always feel that I can't live without you now, just like my relatives."
IV. Invitation method:
1, tension method: "Our quota is limited. My first thought is of you and aunt. You should be punctual. " .
2. Expert identification method: "The expert invited this time is very famous, and you will certainly gain a lot from listening to his lecture."
3. Preferential measures: "Give a good gift this time and have a lucky draw".
4. Intentional indifference method: "We know that you don't care about this meeting either. If you don't come, I'll give the list to others. "
5. Stall time method: "I want to call you, but the list is very tight. I'll let you know if it's published. It would be a pity not to publish it. "
Verb (abbreviation for verb) holiday wishes:
1, family reunion, good health, kindness and friendship, happiness and happiness, grow old together.
2. Birthday, Spring Festival, Diabetes Day, Mid-Autumn Festival, Dragon Boat Festival, all festivals should be celebrated.
Six, mobile phone text messages
1, if nothing happens, send it: humor, humor, concern and blessing.
2. Leave your name.
3. Leave your phone number.