Telemarketing follows up customer skills. Many college students who have just entered the society want to find a sales job to exercise themselves. Telemarketing and customer follow-up are very important, and customers need us to keep in touch for a long time. The following are the skills of telemarketing to follow up with customers.
Sales Follow-up Customer Skills 1 Salesperson Documentary Skills
As we all know, nothing can be done overnight, and business is often the same. Many times it is impossible to talk about it all at once. Before signing the contract, it is necessary to discuss and communicate repeatedly between partners in order to obtain satisfactory results. According to the survey, only 5% of the business can be completed in the first visit, which means that most of the sales success depends on the follow-up work, which requires an excellent salesperson to keep following up, so that the negotiation can continue to deepen and achieve our expected purpose.
However, the follow-up needs skills and some scales, otherwise it will give up halfway. Many salesmen just do things mechanically and repeatedly, visiting customers constantly, being rejected constantly, and making no progress. In fact, in modern society, people's information channels are not limited to access. We should use the Internet and telephone to keep abreast of customers' purchasing trends, which will save a lot of manpower and material resources.
Sales scenario:
Xiao Chen is a hard-working salesman, but his performance seems to be not very good. Often when other salesmen are resting, he is still sorting out customers' information at home and studying customers' purchase information. Well, when he came home from work for dinner, he picked up those materials and studied them again. Late at night, his wife said to him, "Limin, why do you always study these things?"
"Because I want to follow up these customers? How can I do without studying the information? "
"That's true, but why do you have to read these paper materials word for word? Isn't there a computer at home? "
"Yes, I didn't think of that. You continue. " Xiao Chen realized that his wife's words made sense.
"Your customers are celebrities in the business world, and their every move must be on their company's corporate website. And they also have their own personal blogs, so if you can come back and pay attention to these pages every day, isn't it more useful than studying these dead materials? "
After listening to his wife's words, Xiao Chen woke up from a dream. The next day, he rearranged the information of those old customers through some friends and materials at hand. From then on, his bag is no longer those documents and materials, but a notebook computer. Facts have proved that his change is wise. He can always learn about the new buying trends of customers through the internet, so as to take timely measures. Later, his grades also improved a lot.
Analysis:
In this case, Chen Gang, a salesman, began to track customers in a primitive and inefficient way. Pushed by his wife, he learned that his methods had fallen behind. Fortunately, he can immediately correct and improve, and pay attention to customers' buying trends by using the Internet. Obviously, this method is much more convenient.
In the process of following up with customers, there are indeed many salespeople who are as diligent as Xiao Chen in the case. They visit customers every day and study customer information every day, but they always can't get accurate customer information and situation, which leads to no accurate judgment. In fact, they ignore the role of modern communication and information technology. Using convenient telephone and Internet, our follow-up work will be easier and more effective.
So, specifically, what should we do?
1, often call the customer to let him remember you.
Both customers and salespeople have busy work and life, so the telephone has become the link between salespeople and customers. We can call customers on holidays, customers' birthdays, customers' family birthdays, customers' company activities and other special days. Sometimes, a word of comfort can impress our customers.
Get close to customers, but don't annoy them. Care about customers by phone. Call twice a week to get familiar with them. We care about our customers only for one purpose: let them remember us forever, and when they need help with products, the first thing they think of is us!
2. Pay attention to the customer's network dynamics and predict the customer's purchase.
In modern society, people generally have their own personal websites or websites of concern, such as blogs. Network has been a rapid way of information circulation, and sales staff can know the customers' purchase situation by knowing the customers' network dynamics. Of course, for those purchases that need to be kept secret, generally speaking, it is not easy for us to get information.
Of course, besides the internet and telephone, salespeople can learn about customers' buying trends through other more effective channels, and then seize the opportunity to sell their own products.
Sales follow-up customer skills 2 simulation scenario
Sales: "I'm calling you today to confirm whether the information has been received."
Customer: "Thank you!"
Salesman: "What's the problem?" ? "
Customer: "No, thanks!"
Salesperson: "In that case, let's keep in touch. Please feel free to contact me if you need anything in the future! " "Customer:" OK, OK, definitely, definitely! " "
No matter whether this follow-up call is successful or not, I believe experienced telemarketers will say "no", because experience tells us that more than 80% of customers will not contact you again. So how to follow up the phone call can not only promote sales, but also maintain long-term relations and strengthen customers' goodwill towards us?
First of all, it is necessary to determine whether this customer is worth calling him again in the first call, otherwise it is a waste of time.
Telephone target is very important. As in the previous example, in addition to knowing whether the customer has received the information, we should ask as many questions as possible to get more information.
"What do you think of this problem?"
"Does it help?"
"Where is the help?"
"What do you suggest we do next?"
"Why?" etc
Follow-up call At the beginning, connect this call with the main points and results of the last call, remind customers of the main points of the last conversation, such as the commitments made by both parties, and explain the purpose of this call. Don't just tell customers, "I think I should call you …".
Follow-up call
Sales Department: Manager Chen, this is * * * from * * Company. When the phone call ended last Wednesday, we made an appointment to call you today. At that time, we talked about …, and I called you today because we have conducted in-depth research on this issue. It may take 15 minutes to discuss this result with you. Is it convenient to call now?
When you make a follow-up call to your customers, you'd better give them something new and valuable, so that customers will feel that they have gained something after each call. In this regard, it is best to brainstorm with your colleagues and see how many valuable reasons you can find to keep in touch with customers. For example, your company's latest products, the scheduled call back with customers, the changes in customer business during this period, and the price determination of customers, etc.
"Our company has recently developed a new product with lower cost according to the requirements of customers ..."
"I recently saw that your company's business is being adjusted, so I thought you might need our help ..."
"I was reading a newspaper recently, and one of the news items thought you might be interested ..."
"When I saw our new product, my first thought was you, and I thought you might benefit from it ..."
"Watching TV yesterday, I heard a host's voice especially like you, so I called you. ...
When making a follow-up call, try to say the following as little as possible:
"Call you mainly to see how you are recently,,,"
"Is to see if there is any change ..."
"I haven't contacted you for a long time, and I thought I should give you a call ..."
"Just want to see if you are ready ..."
"See if there is anything you need ..."
Sales follow-up customer skills 3 sales communication skills with customers
First, don't exaggerate.
Every product has its advantages and disadvantages. As a salesperson, you should stand in an objective perspective, clearly analyze the advantages and disadvantages of products with customers, and help customers "shop around". Only by knowing yourself and the market situation can customers accept your products convincingly. Any deception and exaggerated lies are the natural enemies of sales, which will not only achieve customers, but also have an irreversible impact on stores and even brand reputation.
Second, ask questions.
Salespeople should stimulate customers' desire to buy in a natural way. This way is to ask questions. By asking questions, we can draw the following conclusions: find out what is going on in the customer's mind? How to find out the real motivation of customers? Find out what customers believe.
By asking questions, you control and guide their attention and get them into the state you want. However, remember that when you ask questions to customers, you must get some positive answers from customers, such as "yes" and "yes". This will make customers feel comfortable.
Third, praise your customers from time to time.
Carnegie said that "one of the weaknesses of human nature is to like compliments from others", and everyone would think that he would brag. If the salesperson can make good use of the customer's psychology, he can successfully approach the customer, and if he starts selling with compliments, he will easily get the customer's goodwill, and the hope of successful sales will be greatly increased.
Of course, praising the other side is not a good word. Just give me a compliment. If the method is improper, it will have the opposite effect. Therefore, when the salesman uses the method of praise, he must determine the object, understand the situation, choose the right time and praise appropriately. At the same time, your praise should be sincere, so that customers can feel that your praise is from the heart. Praise is one of the most important sales skills. If you study hard, practice hard and make good use of this skill, you are sure to get more and more orders.
Fourth, don't say anything negative.
Positive and negative words, or affirmation and negation, is another important aspect that must be paid attention to when speaking. Never say no to a client. Everyone doesn't want to be rejected. In fact, it is not because the goal has not been achieved, but because they don't like the feeling of being rejected.
In sales, giving customers more affirmative answers will make customers feel that you are sincere. Even if the requirements sometimes put forward by customers are really harsh and there is no way to achieve them unconditionally, you can affirm them first and then attach conditions, so that customers can accept them more easily. For example, you can say "Yes, but the price of doing so is".
Five, use less technical terms
Treating customers as colleagues is to cultivate them and be full of professionalism to show that they are professional. But in fact, customers are surrounded by clouds and fog and don't want to hear it at all. I don't understand many professional words. How can I buy products? If these terms can be converted into simple words, so that people can understand them clearly after listening, the purpose of communication can be effectively achieved, and product sales will be unimpeded.
In addition, the positive and negative of words, or affirmation and negation, is another important aspect that must be paid attention to when speaking. Customers don't care how many agents, stores, patents and certificates you have ... customers only care about what benefits you can bring him, what needs your products can meet and what problems you can solve! What marketing gives you is not what you have, but what customers really want! Marketing must be what it wants!
Six, for the sake of customers, speak from the other side's position.
Look now, how many salespeople have been busy all day, but they have never accomplished anything? Why? Because all they think about is their own needs, they don't imagine what customers need to buy when they are angry. If there is such a demand, they will go shopping by themselves.
On the contrary, if a salesperson can understand their services, he is helping people solve problems. In this case, people will certainly pay for his things. Everyone needs to meet their own needs to understand others, so as to be appreciated and welcomed by others.