The first call to the customer is the beginning of the transaction; The first sound impression left to customers is the key to signing the bill. Seemingly simple telemarketing has an extraordinary mystery. Many small partners are doing online loan sales, so what online loan sales skills do you know? What are the words? The following is my collection of loan officer sales skills and words, welcome to share.
First of all, we must overcome our inner obstacles.
Some people worry that the other party will refuse them before calling. After being rejected, they didn't know what to do, so they just hung up. Some people even hope that the phone will hang up soon and no one will answer.
Always put yourself in the receiver's shoes and imagine how he will refuse you. If you think so, you will be rejected by two people. Then the phone will not receive the expected effect. There are several ways to overcome inner obstacles:
(1) Keep a good attitude.
In sales, rejection is normal. What is abnormal is that no one refuses us. In that case, we don't need to run business. Have 200% confidence in your products and services, and be very optimistic about the market prospects of your products. It is their loss that others don't use or need our products or services. At the same time, it summarizes several advantages of its own products.
(2) Be good at summarizing.
We should thank every customer who refuses us. Because we can learn from them why we are rejected. After each call, we should record the way they rejected us, and then we will sum up how to solve similar problems next time. The purpose of doing this is to make us confident enough to solve common problems again, without fear or fear.
(3) Take a little time to study every day.
The more you learn, the less you know. The purpose of our study is not to reach a certain height. But give yourself enough confidence. Of course, learn selectively, and don't learn everything you don't know. Before making a phone call, you can write down the key words you want to express to your customers on paper to avoid being "incoherent" because of nervousness. If you type more, you will naturally mature.
Second, make clear the purpose of calling.
The purpose of calling customers is to lend money. Of course, it can't be done by a phone call, but our phone call should be effective and can get valuable information.
Third, the collection of customer resources.
Since the purpose is clear, it is a question of who to call. Telemarketing in any industry starts with selecting customers. The key to the success of telemarketing lies in finding the right target, or finding enough effective potential target customers. If you can't even do this, then you can't create any good performance at all.
In the process of telemarketing, choice is always more important than effort. Finding the right target at the beginning doesn't mean that you can generate sales performance, but at least you get an opportunity and get a good start.
Fourth, the successful telephone sales opening remarks
In order to find your target customers, you must introduce yourself to the company within 30 seconds, arouse customers' interest and make them willing to continue chatting.
That is, the salesperson should clearly let the customer know the following three things within 30 seconds:
1. Who am I and what company do I represent?
2. What's the purpose of my calling the customer?
3. What's the use of our products for customers?
It's best to express your intention in the shortest sentence in the opening remarks, because no one will have the patience to listen to a stranger's long speech there. What the customer cares about is what this call is for and what it can bring him. A useless phone call is a waste of time for anyone.
6. Introduce your own products
When introducing products on the phone, we should grasp the key points, highlight the characteristics of products and attract customers.
Seven. Handle customer's objections
When introducing products, we will encounter customers' rejection and doubts, but we keep a good attitude and can come up with some words to deal with them. There are two kinds of customer objections: untrue objections and real objections.
There are several untrue objections:
1, the customer's habitual refusal, most people receive a sales call, the first reaction is to refuse. This kind of customer will divert his attention. We take the route of group purchase, and the products are not sold to him. The function is to improve the enthusiasm of his employees, maintain his customer relationship and bring greater enterprise benefits.
2. Customer's emotional objection. When we call our customers, we don't know whether they are in a good mood or a bad mood. Now it is suitable for communication.
Therefore, we can hear whether the customer is emotional or not from his tone and attitude, and listen to his complaints, which will help him to resolve his irritability. Then in the future communication, customers will also give back your kindness. Learn to listen, and telemarketers will be rewarded accordingly.
3. The client is good at being a teacher's objection. The customer points out that your opinion or product is not really dissatisfied. Customers themselves know that there is no perfect product in this world. He just wants to tell you how powerful and knowledgeable he is.
We can win the argument with customers, but we will lose the opportunity to sell.
What a salesperson should do is to shut up and listen to the different opinions of customers. Then I agreed with him: "Well, what you said is very reasonable. What products are defective in some ways. Listening to you, I have learned a lot. " Then I put forward my own different opinions, which not only satisfied the vanity of customers, but also achieved the purpose of my own sales.
The real objection mainly includes two aspects:
1, demand, there are several forms.
(1) The answer to "Not yet, I will call you if necessary" may be that our opening remarks did not attract customers, so we should adjust our speech and focus on what our products can bring to him.
(2) The answer of "Send a fax/information first, then talk" only leaves us an opportunity to call next time, so we should consider how to attract customers' attention next time, and we should not rush into it.
(3) Use the answer of "I'll think about it"/"Let's discuss it again" to find out the true meaning of the customer's "consideration". You can ask: What are you worried about? Well, I'll go to your place with products and materials, so you can have an intuitive understanding. It's best to have an interview, ask the reason clearly and find a way to solve it.
(4) "We already have a partner" At this time, don't belittle each other's partner. If you belittle your opponent, it is equivalent to belittling your customer, and the result is counterproductive.
You can say: Oh, congratulations first. I want to know which company you work for. As colleagues, we may know a little more. What can we do to help you? If the customer is interested, you can analyze the advantages of your opponent, then tell the differences of your product to arouse the customer's interest, and then make an appointment to let your customer know about the product, and multiple choices will not cause him any loss.
(5) "I am very busy now, and I have no time to talk to you." We can answer the customer like this: it doesn't matter. If it's convenient for you tomorrow afternoon, I'll visit you with the information, and we'll talk about it in detail when we meet. If the customer still refuses, tell the customer to email him first, make an appointment for the next contact, and give the customer a buffer period.
2. Oppose the price, communicate by telephone, and try to avoid talking about the price. If you have to quote a price, you can quote a rough price, and try to quote an interval instead of an accurate price to facilitate bargaining with customers.
Eight, about customer interviews
The ultimate goal of our phone call is to sell our products, which requires sitting down and talking with customers, so the success of the phone call depends on whether we can make an appointment for customers to visit at home.
It is impossible for any customer to call. Maybe the first date didn't work out, but we can leave ourselves a way out. We can say this: Manager XX, look at this. I will go to your place with products and materials tomorrow afternoon ... Oh, you don't have time tomorrow. Is Wednesday afternoon convenient for you? It won't take you long. When are you free on Wednesday afternoon ... OK, see you on Wednesday, and I'll call you then.
If the appointment is successful, the purpose of your call will be achieved. The next thing is to prepare materials and samples for home visits. This is the real beginning of sales. How to succeed in the interview is a test of a salesperson's sales ability.
Loan officers pay a return visit to old customers.
First, pay a return visit after the loan.
At the beginning of each month, loan officers have such a schedule of post-loan visits. In this timetable, there are customers who have just repaid their loans last month, customers who must visit according to the banking system, customers who the loan officer thinks it necessary to pay a return visit, and customers who need to visit at random this month. With such a list, loan officers will have a strong purpose in the process of post-loan visits, especially when the number of loan managers reaches a certain level, which is conducive to the overall arrangement of various working hours throughout the month.
In addition, the specific return visit time of all return visitors will not be completely arranged at the beginning of the month, but will be organically combined with the usual pre-loan investigation to basically realize the return visit while investigating the loan, thus reducing the cost of return visit after the loan.
Second, according to the customer's situation, make different treatments.
In practical work, we can treat the post-loan return visit differently according to the customer's situation on the basis of compliance, that is to say, different return visit strategies are adopted according to different customers. You can analyze the list of each household and make clear the focus of each household's return visit. The focus of the customer's post-loan return visit is divided into several categories:
1. Single customer risk control, such as some new customers and some customers whose industries belong to high-risk industries; Some forbidden or cautious customers;
2. Enhance customer familiarity, such as some handover customers;
3. Ask the customer to introduce the customer. If the relationship with customers is established to a certain extent, customers who have recently indicated that they need to be introduced have not come;
4. Get to know other customers from the side. Some newcomers feel that positive investigation can't confirm the authenticity of customers well, and they need to learn from the side as an effective supplement. At this time, I suggest you go to the stock customers for on-site side inquiry, and the effect will be very good.
On the other hand, especially when understanding the stock loan of each household, we can make a simple dynamic understanding of other stock customers in the customer's industry and customers in the same business circle and village, so that we can get some information about other customers, that is to say, customers are potential customers.
Third, the combination of various post-lending methods.
In the modern era of information explosion, anyone's information is easy to find. Our credit work can also use some new media to do post-loan work. The status of customers' WeChat friends circle is a typical representative of the new media that can be used.
For example, if you see a customer moving recently through a circle of friends, do you want to pay attention to where this customer has moved? In order to avoid collecting trouble in the future.
For another example, the customer recently left his job, so do you want to consider whether the customer has found a job or not, and will it affect the repayment?
Understanding the customer's dynamics through the customer's circle of friends is also a way of post-loan management. This information is the starting point for your return visit after the loan. When you have all the information about the customer, I believe you will not do a good job after the loan!
Fourth, build a platform between customers.
Combing customers, people in the same industry and region can build a platform for them, form a circle of friends, and get to know the latest situation of customers through a third person. This is also conducive to providing value-added services to customers.
Five, fully prepared before the return visit.
The loan officer mainly pays attention to the changes of customers before the return visit after the loan, analyzes the possibility of customers introducing customers, and reconfirms the relevant important information of customers, laying a better ice-breaking foundation for the return visit. Adequate preparation in the early stage will improve the success rate of post-loan return visit and get a better customer experience.
The loan officer timely records and files the results of each post-loan return visit, and at the same time plays back and summarizes the process of each post-loan return visit, striving for continuous improvement.
Sixth, if you pay a return visit after the loan.
Small and micro customers are different from corporate customers. Too frequent and formal post-loan return visits are not conducive to maintaining the relationship with customers. Don't directly say "let's borrow money today" to the customer, but be flexible according to the situation, for example, communicate with the customer through the following ways (telephone call back):
1. Confirm the other party and register.
Loan officer: Hello! Excuse me, are you XX?
Customer: Yes or no, who are you?
Loan officer: I'm the credit manager of XX. You borrowed XX loan from XX Credit Union that day, remember?
Guest: Oh! What's the matter/due?
Loan officer: Nothing. I just want to say hello to you. How's business recently? Your voice sounds interesting.
2. Ask about the business and have an interactive chat.
Loan officer: How is your business recently?
Guest: Good or not.
Loan officer: Have you raised additional funds?
Customer: Yes or no.
Loan officer: Do you know what kinds of credit business there are?
Customers: customer list
Then take interactive chat according to the customer's answers (including asking the other party what kind of fund-raising or wealth management activities they like, suggesting their correct use, introducing the company's existing business varieties, etc.). )
3. Concluding remarks
Loan officer: I had a nice chat with you today. Our company will hold some free loan consultation activities in the future, and many people will attend. They all have rich experience. Are you interested in coming? Be sure to come when you are free! Well, you are very busy, so I won't bother you today. We'll talk about it next time. Of course, if you need anything, you are welcome to call me at any time. My name is XXX and my phone number is 139****6973.
I wish your family good health and prosperous business. Goodbye!
Guest: Goodbye!
Post-loan return visit is an important part of our credit work, which should not be underestimated. The nature of small and micro customers requires us to do post-loan work inadvertently. Some small details of the post-loan return visit often contain many places worthy of the attention and understanding of loan officers. In order to ensure the safety of loan funds and guard against risks, credit personnel should make great efforts to do a good job of returning visits after loans.
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