As an entrepreneur, most of your information exchange and business are realized by telephone, whether it is answering other people's inquiries, expounding your own views, deciding a business matter, or handling a headache phone call. Language skills are also an effective way to save money and time. Mastering telephone skills can effectively prevent you from having unnecessary conversations. Although telephone communication is so important, there are still many entrepreneurs who cannot use this tool effectively. Every day, many people can't handle their own affairs by phone.
I'm afraid it's more difficult to make a deal than to communicate face to face by telephone. So pay more attention to your speaking skills.
(1) Keep the phone short and the voice soft. We don't know how busy others are, so don't waste others' time. When making a phone call, keep soft and relaxed, express your purpose in the shortest time, and then end it. If you follow this principle, others will be happy to answer your phone in the office.
(2) Pay attention to what the other person is saying. When you answer the phone, don't read other newspapers or reports on the desk, or you will miss the important conversation. The other party may notice that you are not interested and don't know what to do. This will lengthen the conversation, much longer than originally planned. Keep it relaxed and have a proper interval, so that the call will end soon.
(3) Don't suddenly turn around and talk to other people in the office, thus interrupting the phone. When you think it's your phone, you should let someone else answer it. Similarly, if you invite someone to the office to discuss something, but you keep calling at this time, it is really rude and inefficient.
(4) Speak clearly, directly convey your meaning to the other party, and don't beat around the bush.
(5) Speak in your normal voice and avoid speaking too loudly or quietly. Use normal speech speed, neither too fast nor too slow. At the same time, changing the tone appropriately can not only express the key points, but also increase the emotional color and vitality of the text, which will help the other party understand your intentions.
(6) Accurately name important customers. You can record the correct pronunciation of the other party's name with a telephone notepad, which can avoid the embarrassment of mispronouncing the other party's name when you call back.
(7) If you use a hands-free phone, keep asking if the other party can hear you clearly. Many hands-free phones sound empty, so many people don't like to use them. You'd better not use them either.
Respond to the customer's "No" correctly
It is normal for customers to refuse your promotion suggestions, and promotion begins with customers' refusal. This is a process of actively persuading customers never to buy, and then deciding to buy. Therefore, as a qualified salesman, don't be depressed because of the customer's rejection, but should collect information from the other party's rejection and find a suitable lobbying method.
The key is not what the customer said at the beginning, but how the salesman tried his best to persuade the other party to change "no" into "yes"
The following is how to deal with it after the other party says "no".
(1) We should take "no" as a challenge. Hearing this word is like having a clear goal, ready to go forward and go all out until you conquer it.
(2) You should imagine that the word "no" is pleasing to the ear and can even be considered as a signal to "cheer up".
(3) When you hear the customer say "no", you should think positively: "What is the basis for him to say" no "?" Find out the reason for his refusal as soon as possible.
(4) When the other party says "no", you should think further: "What are the shortcomings of this negotiation?"
(5) If the other party says "no", it means that you need to change your working style.
(6) If the other party says "no" this time, study the contents of this negotiation as materials, find out the shortcomings of the negotiation, conscientiously sum up experience, and make full preparations for the success of the next negotiation.
In this way, by being rejected, we can learn from it, constantly improve our ability, improve our speaking skills, turn more "no" into "yes" and improve the success rate of sales promotion. The question is how soft?
If the customer loses his temper, you can't lose his temper with him. At this time, if you use appropriate language to calm down your dissatisfaction and anger, it will bring convenience to the next business. Of course, in addition to anger, there are other forms of customer dissatisfaction, and businesses need to be careful when dealing with problems.
Calm your anger
If you delay the delivery deadline, how can you calm the customer's anger and talk to them calmly in this case?
For example, a customer was furious with the manager of children's sporting goods department of a large clothing company on the phone: "What's the matter with you? You promised to deliver these nylon children's baseball shirts on time at a price of 12 yuan. We did a lot of publicity in this week's sales advertisement, but that idiot in your company informed us that the goods did not meet the requirements. That's great. What do you want me to do? " The manager sat there with a red face and listened. Although angry at each other's rudeness, he warned himself that he must deal with it calmly.
The unqualified sweatshirt is a production problem, so from the customer's point of view, this company is completely unreasonable. Therefore, the only way for the manager to deal with customers is to apologize to him in the best way to calm his anger.
Later, the manager picked up the phone, apologized for keeping the other party waiting, and then told the customer that the company was willing to exchange baseball shirts for a batch of children's spring coats with higher prices, and only charged 12 yuan per piece according to their advertised price. He also promised the customer to load the car immediately.
We can imagine what will happen if the manager can't act tactfully in such a short time.
(2) Get rid of entanglement
If you can make phone calls efficiently every time, I believe your business will get better and better. Usually, according to the etiquette of calling, the party who takes the initiative to call should also take the initiative to end the call. But sometimes, people who take the initiative to call don't understand this etiquette, so sometimes in order to break the deadlock, many managers will suddenly hang up during the call. This practice is very inappropriate. If you can say goodbye to each other properly, they will be very satisfied. You can also tell the other person directly that you still have a lot of things to do and don't have much time to listen to him on the phone. At this time, you can simply say "thank you for calling."
(3) Passing bad news
When you have to convey some unpleasant news, most people think that the telephone is not an appropriate tool because it is not enough to explain the seriousness of bad news. However, sometimes it is the only tool. So people must choose their words carefully. The sales manager of a women's and children's products store described his experience in this matter:
When I make such a phone call, I always try my best to ease my nervousness first. I can say, "Listen, York, I don't want to make you unhappy by calling, but I think you'd better know that there are some problems in our business. I have written a letter explaining these problems and you will receive it in a few days. "
On the phone, I didn't explain the seriousness of the matter, but this phone call can really prepare the other party for the upcoming letter. Many people think that the later they know the bad news, the better, so most people don't go into details when they receive such calls.
If they say, what's going on, give me a hint, and I'll give them a hint. But usually when they rush me, I will simply say, "No, I think you'd better read the letter first. Then you will know what happened, and then we will discuss the solution. " Usually this method really helps me solve many problems.
People's hearts are all meat. In most cases, as long as you can release your sincerity and goodwill, "soft words" are always effective.