The skill of calling strange customers, many newcomers Xiao Bai will encounter some problems in the workplace. There are no eternal friends and enemies in the workplace. Many things in the workplace are worth learning. You can't be complacent in the workplace. Have you learned the skills of calling strange customers?
Call a strange customer skill 1
1, attract the attention of the receiver:
When we try to get people's attention, remember that people always react accordingly. So questions like "We can save you a lot of money" or "Mr. (Ms.) So-and-so, are you interested in insurance" often bring negative effects. Most people will respond positively to questions that sound positive. Usually you say something polite and rational, and they will answer you politely and rationally. In fact, to arouse the interest of potential customers, the easiest and simplest opening remark is to call them by their first names "Good morning, Mr. (Miss) XXX".
2. Name yourself and your company:
If I call you, just say, "Good morning, Mr. XXX, this is XX from Ping An Company." You may not know who I am or what Ping An Company does. So, you should make a simple introduction or advertisement on the phone. For example, you can say, "Good morning, Mr. XXX, this is XX from the Group Business Department of Ping An Insurance Company. Our department is responsible for formulating welfare protection plans for enterprises. "
3. Explain why you are calling:
This is very important for anyone who wants to make strange calls more efficiently! You are calling to arrange an interview. I suggest you say, "The reason why I called you today is to make an appointment with you." Will anyone know you? Not necessarily? All right, think about it. If you call dozens or hundreds of people and repeat this sentence hundreds of times, will anyone agree to meet you? There must be.
4. Make certification or tender statement:
Now, let's add an inquiry sentence to give your potential customers a chance to answer you in the way you want. So what am I going to say next? I might say, "Mr. So-and-so, have you considered the employee welfare protection plan recently?" Or "Mr. so-and-so, does your company have any insurance needs recently?" The problem is that this kind of question is often easy to get a negative answer, and the answer we get is usually "we haven't considered it yet" or "sorry, we have no relevant needs recently". Therefore, a better expression is "Mr. So-and-so, I believe that you want to transfer the business risks and costs of the enterprise like other companies we have cooperated with?" Another person may say, "Of course."
5. Set the meeting items:
If the client really said that, then we should set an interview time. We just need to simply say, "It's a pleasure, Mr. So-and-so. We should have an interview. How about Wednesday afternoon? " Some salesmen don't like this way and will say, "Well, great, we might as well talk face to face. When is convenient for you, this week or next week? " "Do you think 2 pm or 3 pm is convenient?" In fact, the focus of our discussion is when to meet, not whether to meet or not.
Call a strange customer. Tip 2 Clear your mind
Before you begin to express your opinion, you should clear your mind. Find out the reason of this telephone communication, what I hope to achieve through this communication, what I want to express to the other party, and what problems are involved. Clarify these questions, your thoughts will not be confused, and you can point out the direction for your telephone communication.
Expression should be organized.
Different people communicate by telephone, and the corresponding measures should be different. First of all, get to know each other as much as possible, and then combine the opportunity of telephone communication to determine a more reasonable speaking order, that is, in order to better achieve the purpose of communication, you need to be clear about what to say first, then what to say and how to express it. Clear expression can let the other party quickly grasp your communication intention, save communication time and improve work efficiency.
Language should be concise
Telephone communication time is mostly short, and communication is generally controlled within 3 minutes. If you want to make the problem clear in a short time, you must make your language concise and clear. Avoid using complex long sentences and use short sentences more. On the premise of being able to express clearly, use modifiers as little as possible.
Adjust the tone and intonation
Telephone communication is a common way for both parties to transmit information through voice. Because we can't capture each other's body language, the emotional transmission between the two sides is mostly expressed through tone. Various factors, such as the gentle and rapid tone and the ups and downs of tone, can show the emotional characteristics of your communication. Therefore, when communicating, we should keep a cheerful mood, and determine different styles of language, tone and tone according to different communication objects and specific situations.
Clear views are conducive to in-depth communication with each other.
When telling a story, we can grasp the following elements: when, where, who and what happened. This not only embodies the organization, but also is a concise narrative way.
Call a strange customer tip 3 1, and answer the phone when appropriate.
In telemarketing skills, the timing requirements for answering the phone in various occasions are different. For real estate sales, in order to enhance the hot effect of the on-site sales atmosphere, the phone rings three times before answering, and the sales hotline does not answer immediately. For other industries, the call is required to pass after the first ringing.
Step 2 Identify the other person
In the telemarketing skills of different industries, there are different requirements for understanding customer identity. For example, the consultation telephone of general products does not need to know the identity of customers, while the telephone sales of real estate need to know the basic needs and contact information of customers. Telesalesmen should pay attention to each other's first sentence. According to the general habit of calling, the other party should sign up. If the other party does not report himself, it is necessary to ask the identity of the other party according to the requirements of the industry to determine the solution to the problem.
3. The actual situation is suitable and attractive.
When answering each other's questions, you must be simple and clear, give clear answers to some questions, and answer some questions tactfully according to the requirements of telemarketing skills. If the customer's question involves the sales of products, it is necessary to arouse the customer's interest or desire to buy in the answer and form an attraction to the customer.
4. Appropriate records
After the call, the main points of the customer's conversation should be recorded at any time for handling.
5. Politeness is over
At the end of the call, be sure to welcome the customer and wait for the other party to hang up before putting down the phone.