1. Full of confidence
Self-confidence is very important when making outgoing calls. Anyone who wants to buy your products and services hopes and even takes it for granted that you must have confidence in your products or services. At least, you should show it. But many times, customers can still hear fear and hesitation from the voice of the salesperson, which will directly lead to a bad first impression on the salesperson himself, related enterprises and products or services.
If you want to be confident, first of all, you should know everything about the products or services you sell, and then you can be confident on the phone. Otherwise, under the suspicion and questioning of customers, you will gradually lose control of the dialogue, and even follow the customer's ideas and gradually lose confidence in your products.
Sounds natural.
Even if there is a script, don't read it. Take enough time to turn the scripting language into your own language and implant your emotional factors into it. You should fully understand the relevant information and knowledge of the products you sell, and memorize the questions that customers may ask and how to answer them.
Once you are fully prepared and add your own tone and intonation to the script, you can sound more natural? Alive Instead of following the script? Machine? Communicate with customers. Customers certainly want to be able to talk? People? Communication should be natural, not cold? Machine? .
Listen carefully.
? Did you hear that? With what? Listen. It must be two concepts. To really listen, you should not only give the customer an appropriate response through some modal particles, indicating that your thoughts are not distracted, but also repeat and summarize what the customer said and ask further questions. If you want to do this, you must have real interest and patience with your customers, not a perfunctory attitude. You're talking to your client, not interrogating him.
4. Don't make assumptions in advance
This is also a question that has been repeated countless times. But there are still many people who think they are. Do you know? The customer wants to say something, but can't wait to interrupt, respond or change the subject. As a result, customers think you are impatient, disrespectful and perfunctory. So they will be unhappy, angry and even hang up, which is not the result you want. In any case, if you can't wait to finish this sentence for customers, customers will start to be wary of you and have a counterproductive effect on the achievement of sales intentions.
5. Take every call seriously
It's almost time to get off work. You made more than 60 phone calls and repeated more than 60 scripts, trying to convince more than 60 customers. You are so tired! Your passion has run out, your voice is getting tired, and your patience is dropping sharply. However, the phone call has not been finished. If you are in this listless state, it is very unfair to the following customers. Because this is the first time they have heard from you. Think about your sales target, calculate your commission and get yourself excited again! Hang in there.
6. Have a good relationship with the frame stopper.
The role of drivers cannot be ignored. If you know how to respect them and get along well with them. They may help you. Because they not only know the boss's travel habits, but also control the situation of competitors. So get on well with them and patiently explain your intentions and why you want to meet or talk with your boss.
When communicating with them, you should treat them as general managers or familiar friends, always keep smiling and friendly on the phone, and you can ask them for help. In dealing with them, the fundamental purpose is to leave a good impression, and at the same time, after getting familiar with them, seize the right opportunity to ask him to let you contact your boss or manager, which requires you to feel very keen.
7. Know how to deal with each other's intentions
Even if you try your best, the assistant still refuses, so you should find a suitable argument to look at her. Don't blindly believe what she says: when she says? Leave your phone number and we'll call you later? , or? The manager is in a meeting and doesn't know when it will end. Don't take it seriously! At this time, we should ask her when she can find the manager. If you think her answer is still a lie, don't leave your name and call back later. If she wants you to send a fax, I suggest you say that there are too many materials, and you'd better inform the person in charge of it. It is sometimes very useful to know the boss's e-mail address by sending e-mail, because he can receive the information directly without "filtering" and can call back as soon as he is interested. So when you call your assistant again, you can tell his boss in the email that you can talk to him directly, so she can't stop you.
8. Direct to the Secretary * * *
If you have done what the secretary asks (fax or send him a brochure), you can put pressure on her to get a chance to negotiate. ? I'll call you sometime after sending the brochure. ? Say to her:? I have sent the brochure as you requested. Now let me talk to you. ? Usually 50% of the time, you can cross the obstacle. If the secretary is still using excuses to shirk, just point out to him: "Are you really busy, or are you kind enough to refuse me?"? Please tell me what you think directly. ?
9. Call next time
All techniques may be ineffective. In this case, there is no need to waste your energy. You can call another time: sometimes it is especially suitable to contact the person you want directly: when the secretary is away, you have a great chance to contact the manager himself. According to personal experience, executives usually go to work earlier than you and get off work later than you, so you can have lunch at 7:30-8:30 in the morning and call your current job after 6 pm or on weekends.
10. As a customer or consultant
Before contacting anyone, you should hide your real purpose and tell the other person other reasons. For example, if you want to buy a product, ask a question or want to recruit a position, and then reveal your real intention during the conversation with the person in charge.
We will encounter some problems in telemarketing. How can we solve these problems?
First, how to mobilize their own voice elements to create images that meet the needs of different customers?
Create different images through volume, speech speed, tone and attitude. Let customers imagine you as a beautiful woman or a handsome boy at once.
For example, when dealing with customers in the north, you can speak louder to make them feel confident and frank. With customers in the south, you should lower your voice, speak slowly and gently. This will make customers feel very comfortable.
Second, it is wise to say it cleverly. How to match good words to make customers feel that you are the same person as him?
Learn to feel and grasp the mood and way of speaking according to the customer's tone and heart, and instantly evolve into a similar way of speaking to him. Touch his heart.
Third, how to enter the inner world of customers, how to communicate with people who don't use colors, and praise what they want to hear and impress most? What kind of people are they?
According to different types of customers, it is divided into four colors: red, green, yellow and blue.
1) red? Bold, enthusiastic, exaggerated. Although she is a plain girl, you can exaggerate her beauty. When talking with such customers, you can speak louder, speak faster, have more modal particles and express more.
2) green? Peace, kindness, attention to family, think that plain is true. Don't exaggerate praise with such people, or you will feel fake. Praise with genuine feelings, for example, you remind me of my sister or elder sister. The voice is slightly lower, the speech speed is slightly slower, and the tone is calm.
3) yellow? But as an official, his tone of voice is bureaucratic. (First of all, don't be disgusted or have psychological obstacles when communicating with such people. As long as they are customers, we should try our best to find their advantages and highlights and praise them. They are sincere praise and admiration; Being able to communicate well with all kinds of people and learn what to say when meeting them is also a skill that our sales staff must master. What this kind of person cares about or likes to hear is that he has done so much at such a young age and has sat in such a high position, which will definitely get better and better in the future.
4) blue? A person who is very strict in doing things. Is the backbone of the enterprise, as an important person. They like to value what they do. People who like to do things in a down-to-earth manner. One says one, two says two. The promised things must be completed strictly on time. Don't hide the things that can't be completed, and make it clear directly. A gentle, steady tone.
Fourth, how to conquer the hearts of customers?
To understand the needs of customers as much as possible, be an adult before doing things with customers, and then know how to ask questions and guide with purpose, and use these to get customers to place orders. For example, especially when customers want samples and materials, they should learn as much about customers as possible.
1) What products do customers need?
2) Does he have this expenditure and budget?
3) When to make the purchase? How much do you need?
4) Does he have any other suppliers in mind?
Principle of equivalent exchange.
5. How to get rid of this dilemma and pressure if you don't place orders continuously or are often rejected by customers?
When you are weak, unskilled and no one (supervisor) inspires you, you should learn to encourage yourself and see the progress every day, not refuse.
6. What should I do if I encounter bargaining and delay buying?
In fact, when it comes to bargaining, that is, customers basically fully recognize it. Want to return the goods, just to find a balance for psychological comfort. If you have this space, lower it. If it really doesn't work, put forward the benefits and increase the balance to balance it.
Seven, become friends with customers forever, sincerely grateful.