Telemarketing and inquiring about customers' needs are the most important links in all sales industries. Generally speaking, customers are motivated to buy because they have some problems, or they think their present situation is different from their ideal situation. In order to make up or reduce this gap, they have the need to buy. Customer demand is a sales opportunity for sellers. As the customer said:? My computer is a little slow now? ,? I have a headache because I can't find the information of my competitors? ,? Our existing suppliers sometimes fail to deliver the goods in time? Wait, these are the customer's descriptions of his problems, and they are all potential needs. Clear needs mean that customers are willing to solve their problems.
The main ways for customers to express their clear needs to sellers are: I think, I hope, I want, I am looking for, are we right? I guess you're interested. For example,? I want to solve this problem? 、? We have high requirements for the practicality of the server? Wait a minute.
Many salespeople spend a lot of time learning how to overcome customers' rejection, only to find that customers' rejection is increasing. Why? Most of the reason is that the customer doesn't want to buy your product at all, and his demand has not yet become a clear demand. At this time, if the seller introduces the product, how likely are you to succeed?
For any salesman, at this stage, I believe that more than 90% of the customers you meet are customers with no clear needs. Therefore, a challenge for sellers is to guide and motivate customers, so that customers' needs change from potential needs to clear needs. But generally on the phone, it is difficult for you to stimulate and guide customers' needs and make them change from potential needs to clear needs. Therefore, in telemarketing, the seller's main purpose is to establish relationships, obtain information and obtain sales leads, hoping that through several calls, those customers who have no demand for the time being will have purchase demand.
After the customer has a clear demand, it does not mean that the customer knows what he needs. For some customers, he will know exactly what he wants, while for some customers, he may not know what product is best for him. For example, a customer said:? I need a laptop? He expressed a clear need. But he doesn't necessarily know what kind of laptop is the best for him. Therefore, as a professional telemarketer, when you meet a customer who doesn't know his needs, you can use your professional field to help the customer make the right choice, and at this time, you are creating value for the customer.
An important way to ask customers' needs is to ask high-quality questions. Here are the steps to get the customer's demand.
1. Query for obtaining basic customer information
To inquire about customer demand, we must first obtain some basic information of customers. You should know more about the customer's environment and the application of the products you sell, so that you can better understand the customer's needs. For example, if you sell computers, you should know from your customers:
(1) How many computers are there in your company?
(2) What are the main aspects of your business?
(3) What are your main responsibilities?
(4) What about computer failure?
(5) Do you spend a lot of time on the computer to solve these problems?
2. Questions should be found.
In addition to obtaining the relevant basic information of customers, we should also understand customers' opinions on the use of products, especially their dissatisfaction, so as to further stimulate customers' clear needs.
(1) Where are you most dissatisfied with the existing system?
(2) What's bothering you?
(3) What things take up too much of your time?
Step 3 ask for stimulating demand
When you find that customers are dissatisfied with the status quo, you should stimulate demand by asking questions, expand these customers' dissatisfaction into greater dissatisfaction, arouse customers' great attention, and improve the urgency of solving such problems.
(1) How do these problems affect you?
(2) What does your boss think of this problem?
4. Guide customers to solve problems
When customers have realized the seriousness of the problems they are facing, telemarketers need to help customers solve the problems through guidance, so that customers can see the positive effects brought by solving these problems, thus prompting customers to make up their minds to take action.
(1) What good will it do you after these problems are solved?
(2) Why should we solve these problems?
5. Ask the specific needs of customers
When customers express clear needs to you, you should take the time to know as much as possible about the more specific needs of customers, and at the same time understand the reasons for the needs, so as to introduce your products in a targeted manner.
(1) I want to know more about your needs. Can you tell me what your ideal is?
(2) Besides, what other aspects are you interested in?
(3) Do you already have a product configuration or do you need me to recommend it to you?
6. Guide customers to go down.
In sales, you should guide customers to advance on the sunshine avenue of sales. From the initial contact with customers to reaching a cooperation agreement with customers, sometimes a phone call is enough, and sometimes it may last for a month. In this process, you should guide customers to move forward step by step. You can't passively wait for the customer to make a decision. Remember: you have to help customers make decisions.
(1) What's your next plan?
(2) What prevented you from making a decision?
Can we talk about details now?
(4) What else should I do to get your consent? What can I do to get others' consent?
(5) What are you most interested in? What problem can it help you solve? Do these problems need to be solved urgently? Why?
(6) Excuse me, who else is contacting you besides us? What do you think they are doing better?
(7) How far do you think we are from cooperation now?
7. Related to decision-making
(1) Who else is involved in the decision-making process besides you?
What are you going to do next?
(3) What is the most important for you?
(4) Who else do you need to talk to besides you?
(5) How long will it take to make such a decision?
(6) Do you want to deliver the goods in batches or at one time?
The above are the types of questions that salespeople may ask when they ask customers' needs in telemarketing, and they need to be used flexibly according to different situations.
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