Seven telemarketing skills and words that should be paid attention to, many people are doing telemarketing now, because this job doesn't need to go out to run business, just need to communicate with customers on the phone, but taking orders requires a lot of skills and words. Here are seven telemarketing skills and words that should be paid attention to.
1 Seven telemarketing skills and words that should be paid attention to First of all, you must always keep a good attitude.
The performance of each sales representative is always closely related to the sales task, and many sales representatives always feel that the task is like a mountain on their heads and overwhelmed. Therefore, a good attitude, no matter at any time, uncompromising, the sun is always after the storm, there is no threshold to cross. This is the most basic skill.
Second: learn to use resources at any time.
Telemarketing is never alone, there are thousands of troops behind you at any time. Use this army to win a battle, not just a battle.
Formally, telephone sales representatives conduct business by telephone in the office every day, and telephone seems to be the only resource and tool owned by sales representatives. In fact, in our daily work, we can use many resources to make our work more efficient and accurate.
Moreover, the resources come not only from the company, the introduction of customers, the introduction of friends around, but also from online learning. , and so on, there are still many resources waiting for us to use.
Third: create more customer experiences.
The telemarketing representative is the window of the enterprise, knowing the customer's needs from the customer's experience and improving the service quality. Enterprises guide product research and development and market strategy through customer feedback information.
Only by knowing as much customer information as possible can we make targeted sales. If the telemarketing representative doesn't want his job to be like an operator or a quotation machine, then this is the killer to improve his value, turnover and profit.
Fourth: Manage your time effectively.
It is often said that equality is relative and inequality is absolute. But time is an exception. This is fair to everyone.
Therefore, we must arrange the daily work according to the most important, important, secondary and unimportant, and cooperate with the customer's schedule. Usually 9 am to 1 1, and 3 pm to 4: 30 pm is a work-intensive time. During this period, all units are efficient. Everything has priorities. Say "no" when necessary.
Fifth: honest sales.
Honest sales is the long-term way. Under the pressure of sales tasks, some salespeople ignore honesty and do not use reasonable sales skills in order to win orders.
But they don't realize that trust is often an important factor for customers to switch from one brand to another. In the end, they lose not only long-term customer relationship, but also the position of sales representatives and enterprises in the eyes of the public for short-term interests. This virtually sets an invisible obstacle for future business development and personal career development. It's really picking up sesame seeds and losing watermelon.
Sixth: Have a sales strategy.
Sun Tzu's art of war says that "the upper line is effective", which means that strategy is the best policy in Sun Tzu's art of war. Similarly, strategy is also very important in sales.
On the basis of not harming customers and their own interests, we should adopt flexible strategies in sales reasonably and legally to get what customers like, and get twice the result with half the effort. In Sun Tzu's Art of War, it is not unreasonable to put "the plot of going to the army to cut" before all tactics.
Seventh: communication and expression should be natural.
Many people think that sales must be eloquent. Eloquence is not made up casually, but the most appropriate and comfortable correct delivery is given according to the customer's questions. Nonsense annoys customers. Communicate to the customer's heart and the customer will buy your account.
No matter what line of work you are engaged in, honesty is the key and creativity is indispensable for success. Telemarketing skills and words are dead, but people are alive. If you want to succeed, you must keep learning. And summarize telemarketing skills and vocabulary.
7 telemarketing skills and words 2 to help customers choose.
Even if many customers are interested in buying, they don't like to buy quickly. She is always picky and can't make up her mind about the color, taste, packaging and specifications of her products.
At this time, the beautician will change her strategy, temporarily stop talking about buying, and enthusiastically help each other choose colors, tastes, specifications, etc. Once the above problems are solved, you will successfully finalize the business.
Barber: Miss Wang, this set meal is the best in the store and the most cost-effective. Let me help you!
Take advantage of the psychology of "fear of not being able to buy"
The more things you can't get and buy, the more people want to buy. Beauticians can use this "fear of not being able to buy" psychology to promote orders.
Hairdresser: Miss Wang, today is the promotion period of our beauty salon. After the promotion period, there is no discount.
Hairdresser: Miss Wang, this kind of facial cleanser sells well. A customer bought some for other friends this morning, and now there are two left. Before you came, an old customer called me to leave one for her. If you decide, this is yours.
Try buying some first.
If the customer wants to do nursing or buy products in your beauty salon, but is a little hesitant, then you can suggest that the other party try it first or buy some.
As long as you have confidence in your own treatment or product, but the other party is satisfied with the trial, they may continue to consume.
Hairdresser: Miss Wang, you can take care of it first and see the effect and feeling. Some of our customers thought the same thing at first, but after the test, she felt very comfortable and wrapped the card for half a year.
Barber: Miss Wang, you can try one first. Some of our clients were a little lacking in confidence when they first introduced them to her. But after using it, everyone agreed and brought friends to buy it.
cut a tangled skein of jute with a sharp knife—take resolute and effective measures to solve a complicated problem
When you can't impress each other after trying several techniques, you have to use the killer, cut the gordian knot and let customers buy directly. This method is often used by hesitant customers.
Barber: Miss Wang, I have introduced you for a long time. Do not hesitate. Take one back to use. My introduction can't be wrong.
Appreciate teachers and learning skills, be modest.
Now that we have tried our best, it is useless. Seeing that customers give up spending, you might as well try another method.
Barber: Miss Wang, this set meal is the best in the store and the most cost-effective. Let me help you!
Hairdresser: Miss Wang, although I know this care program or product is very suitable for you, maybe my ability is too poor to impress you. I gave up.
But before you leave, would you please point out my shortcomings and give me a chance to improve?
Modest words like this can not only easily satisfy each other's vanity, but also eliminate each other's opposition. She will guide you and encourage you. To make you happy, she sometimes decides to spend money.
Preferential treatment law
This method is to complete the transaction by giving special concessions, which is a last resort. This method is very good for thrifty customers or customers who like to take advantage.
But pay attention to the scale and don't discount it casually. If they are too casual, customers will push their luck.
Hairdresser: Miss Wang, we do usually do care or sell products. There is no discount. We only do promotional activities in beauty salons.
Miss Wang, how about this? I can see that you really want to do this set of care or buy products. This is your first visit to our shop. I'll ask the boss for instructions, but I'll ask you again if you have to buy it. In case I ask the boss if you don't want it, it's not easy for me.
Barber: How about this, Miss Wang? If you do this set of care today, we will send you a small gift to show our gratitude. ...
Scene description method
We can also use scenario descriptions to promote sales. That is to say, a pattern is formed in the customer's mind through language, so that she can feel the effect after use.
Hairdresser: Miss Wang, after this set of care, your skin will be more delicate and your complexion will be better than now.
When your friends see you, they will ask you why your skin color is so beautiful recently, and they will definitely let you tell the secret. Then Miss Wang will promote more for us. ...
Seven telemarketing skills and words that should be paid attention to. Preparation before calling.
You didn't start dialing after you got up. You must get everything ready.
1, view information:
A. Before calling, inquire about customer information through Baidu and Tian Yan, such as customer industry, business scope, registered capital, legal representative, etc.
B. Look at the past business records and get more customer information, such as whether the customer has a good temper and which company he works for.
2. Make a plan:
Before making a phone call, you should first think about what questions you want to ask, what routines you use, and what is the overall framework of the phone process.
Second, pay attention to the phone.
Remember: always be polite and don't be nervous!
1, a verb word
Opening remarks: For example, "Hello, Mr. XXX, excuse me ..."
Conclusion: For example, "OK, thank you for your delay ..."
For example, we pretend to be technical consultants, and we are calling to pay you a return visit. Don't just say, "Do you have certain needs?" ? At this time, most customers will hang up. Try not to let customers think that you are selling from the beginning.
Remember, don't say three words to customers:
"unclear" proves that you don't know enough about the company, and customers will lose their dependence on you.
2 "I just work" will make customers feel that what you say is not guaranteed.
(3) "This price is impossible" will make you lose potential customers. Customers should feel that the products are cost-effective. , politely refused).
2. What to talk to the customer? (breakthrough point)
Talking about work: Are you still doing so-and-so work?
② Talking about the past: Remember to ask customers to do multiple-choice questions instead of answering questions.
③ Talking about motivation: What other problems do you face in order to solve?
4 Digging pain points: Have you encountered any other problems?
⑤ Determine the demand: Finally, guide customers to define their own needs and expectations.
3. How to pave the way for the next call?
Homework: Let customers try/experience products. If the customer doesn't want to, or the customer is lazy, then you can:
(1) Video remote demonstration, sending pictures/videos.
(2) If the customer is not far away, or the customer's intention is high, then say that I will come to you and communicate on the spot.
It's hard to make an appointment. When the call is over, just say I'll contact you next time it's convenient for us.
Step 4 control time
During the call, if there is no way to interest the customer within 20~30 seconds, the customer may terminate the call at any time. Because they don't like to waste time listening to things that have nothing to do with them, unless this phone call makes them generate some benefits.
Therefore, it is best to bring up matters concerning the interests of customers as soon as possible, seize the time and maintain a good two-way communication mode.
Tip: (Add WeChat)
(1) Remember to add the customer's WeChat at the end and send a message to the customer.
2 Talk to people who are willing to talk, and add a WeChat as soon as possible when you meet people who don't like to talk.
Third, after the call (increase interaction with customers)
1. Create a customer profile
Record the customer information in the CRM system to facilitate the next step.
2. Group customers and follow up in time.
Group customers according to the intentions of potential customers, follow-up customers, opportunity customers and cooperative customers. And record it in the CRM system, determine the priority of follow-up, and remind them to do the next follow-up communication as soon as possible through the calendar.
3. Track business opportunities and finally make a single order.
Further strive for customers, record the follow-up situation in CRM system, tap business opportunities, track in real time and win a single order.
Tips:
① Timely communication: send friends circle from time to time and send some information/activities about products. To share information with customers. At the same time, you can close the distance with customers by like comments.
2 greetings and blessings: send greetings to customers, especially important customers, on holidays. Besides, you can call to say hello.
Fourth, there are some things that can improve your telephone communication skills:
① study. Pay more attention to the way others call. Imitation is the best learning.
(2) Organize: Organize your own words into files and communicate according to the routine every time.
③ Self-check: You can listen to total recall yourself or let others give you advice.
4 practice. That's all that matters. Just because you found the answer to the question doesn't mean you will say that you need to talk to your supervisor or do telephone practice at the same time. Or practice face to face. Word, until you are familiar with it.
5. If you want to sell successfully, you must remember:
① Understand the demand: Don't rush to sell products, first understand the customer's demand (pain point = = business opportunity).
(2) Attract attention: Let customers experience it personally and attract customers' attention, which is equivalent to controlling customers' emotions.
③ Good attitude: Big customers have a better buying attitude. No matter what products you sell, the most effective way is to make customers feel that you really care about her.
Stick to it: Even if the customer rejects you, you should do your best. (Don't be complained)