Communication is the link between people. Face-to-face communication needs facial expressions and body language to enhance the effect of communication, in addition to the role of words. However, telephone communication can only explain the purpose of communication through voice and language, so it is much more difficult. So, let's look at telemarketing communication skills.
First, the opening process and skills
Telephone sales communication skills are aimed at sales, but first of all, we need to have first-hand targeted customer information, so that our work can get twice the result with half the effort. The sources of these customer information can be obtained through: 1 14, Yellow Pages, Internet, SoukCom, etc. Due to the particularity of telemarketing, the available tools are voice and language.
Through data cleaning and feedback, we can learn some customer information, or bypass the driver and communicate directly with the target customer by telephone. That is, enter the opening process.
When a person hears a strange phone call, there are always the following questions.
"Who are you?"
"How do you know my information?"
"What do you want with me?"
"What's in it for me?" Wait a minute. So, the first technique of opening remarks is:
Tip 1: Say the first sentence well and build initial trust.
The skill of opening remarks is to solve these doubts in customers' minds. Only if your opening remarks can solve these doubts in the hearts of customers can you continue. Among them, the first sentence is very important, usually it shows how I know you. For example, when a An Xun software company cooperates with the credit card department of a bank, the first sentence is usually: "Hello, is that Mr. Zhang Yongchang? I'm * * from the customer service center of China Merchants Bank. Do you have time now? I want to return with you. " Because I am a credit card user of China Merchants Bank, it is possible to continue the conversation.
In this conversation, the success of An Xun Software Company stems from the good reputation of China Merchants Bank, which used one of the database resources. If you don't have a reputable database, the easiest way is to greet the customer directly and tell him the contact information. For example, I once received a phone call from Baidu to promote Baidu's ranking service in Kyoka. That's how she started with me.
"Excuse me, are you Mr. Zhang Yongchang from SoukCom Software Consulting Company?"
"I am, where are you?"
"Teacher Zhang, my name is Liu Baoxia. I didn't know your contact information until I saw your software website online. Is it convenient for teacher Zhang to talk now? "
"Oh, that's right. Do you have anything? "
At this point, I thought it was consulting customers. No matter what she said later, at this point, it should be said that her opening remarks were successful.
Tip 2: Don't give customers a chance to reject you.
Most untrained sales newcomers often suffer a lot from this, only knowing to say or ask some closed-ended questions that are easy to be rejected by customers, such as whether it is good or not. The customer's "no" will be abolished. Therefore, excellent salespeople pay great attention to the design of questions in every conversation, and basically form the habit of ending with open questions. For example, "I came to see you today to introduce a special type of consulting service" transaction ". How much do you know about this service form? " So it's not easy for customers to hang up on you. However, the closed question is not useless in the whole opening stage. When customers are interested in your service and ask for your opinions or suggestions, you use closed-ended questions for diagnosis. At this time, closed questions become easy to build trust. For example, when I communicate with many customers, customers are worried about how to establish the organizational structure of the telemarketing team. I usually ask, "Can you briefly describe your current organizational structure?" This is an open-ended question. "Do you have someone who is responsible for developing new customers and maintaining old customers? This question is a closed question.
Tip 3: Give different people different interests.
Each call is usually short, usually 3.5 to 4.5 minutes. In the opening remarks, the benefits brought to the target customers should be briefly summarized, and the target customers should appeal for benefits according to different positions.
People at the decision-making level, such as the general manager level, are troubled by financial figures every day. Concerns can be expressed directly from figures or operational KPIs. The growth of sales and profits, the reduction of costs, the improvement of unit operating efficiency, etc. In addition to the operation of his own enterprise, he also pays more attention to the dynamics of competitors, his influence in the industry and so on. Therefore, in a short time, you must skillfully organize your opening remarks and tell the reason why you want to find him. When he asks you, "What can I do for you?" You must sum up the benefits your products and services bring to him in one sentence. "Hello, Mr. Liu, our company is a consulting company that helps enterprises to establish telemarketing system and improve the profit level. At present, in your industry, the name of so-and-so opponent is also our long-term strategic customer. I'm calling you today mainly to let you know about our services, communicate with each other and explore the possibility of cooperation. Do you want to know how a rival company quadrupled its performance in three months? "
Management, such as the department manager, pays more attention to the evaluation index of his department, the rights of his department, such as the training budget of his department, and his personnel problems within the organization, such as the support of other departments and the views of his immediate supervisor. So when you communicate with these people, don't directly communicate the impact of your services and products on the whole company, because even if your products are no matter how good, they will at most play an upward recommendation role. The correct way is to enter their choice range first, and then provide him with all kinds of help within his power. So in the opening stage, as long as you first explain that your service is the choice of many enterprises, let them make a reference, and then have the opportunity to continue to follow up, this skill is really effective. Unless you meet a purchasing or department manager who is considering changing suppliers. Congratulations. Good luck.