Domestic telemarketing skills and vocabulary. There are all walks of life in society. Domestic telemarketing mainly sells housekeeping, and the most important thing in telemarketing is to master some skills and vocabulary. Next, I'll take you to know about domestic telemarketing skills and vocabulary.
Domestic telemarketing skills and vocabulary 1
Basic skills of room service
1. Are you satisfied with the sanitation and floor treatment of your doors and windows, bedroom, furniture countertops, refrigerator doors, bathroom, kitchen and living room?
2. Is it appropriate to move the sofa and other items?
3. Are the articles and rooms clean and tidy?
4. Is it fast to watch TV at work? Interfere with your life?
5. Do you use greetings when you leave home? Do you take garbage with you?
6. Is the evaluation on the dispatch list signed by the family? Do you know the time of the next cleaning service?
Professional vocabulary of housekeeping customer service: communication content
When checking customer data, we should choose neutral or positive phrases for polyphonic words, and strictly avoid using derogatory or negative names and other phrases that are easy to arouse customers' disgust.
Use "Please Wait" correctly. If you can't answer the customer's question immediately, the customer service representative should say "please wait a moment, I'll check for you right away" to the customer, and then press the mute button after obtaining the customer's consent (this can ensure the customer to wait with peace of mind). When you are ready to reply to the customer after checking, say "thank you for your patience" to the customer first, and then reply to the customer.
When the customer is waiting, the customer service representative should communicate with the customer by voice every 30 seconds, such as "Please wait a moment", so as to let the customer know that the staff is serving him, so as not to cause the customer to be impatient or think that the customer service representative is doing other irrelevant things. If the customer service representative expects the inquiry to take a long time, he should say, "Sorry, sir/madam, I haven't found the relevant information for the time being. Please leave your contact information, and I will be in ... (promised reply time), ok? "
For the business that has not yet been opened, the customer service representative should answer: "Sorry, we have not opened this business at present, please forgive me."
When the customer apologizes to the customer service representative, he must answer, "Never mind, sir/madam."
When the customer service representative can't directly answer the media's questions, the unified answer is: "Sir/Madam, thank you very much for your concern and support for our postal service. Since all the questions you ask are answered by special personnel, what do you think? Write down your questions first, and then ask the relevant departments to call you back as soon as possible. Do you think it is convenient to leave contact information? "
Professional vocabulary of domestic customer service: complaints and complaints
When customers complain that the customer service hotline is difficult to dial and slow to answer (including the phone rings three times before answering), the customer service representative should reply, "I'm sorry that the line was busy just now and kept you waiting." what can I do for you? "In case of complaints, blame and phone calls, the customer service representative must apologize first and say," I'm sorry for the trouble caused by our mistakes (or carelessness). Please forgive me (please don't be too angry). Can you tell me the details? "I will make detailed records, and the company will definitely deal with it as soon as possible."
When the customer blames the customer service representative for being slow and unskilled, the customer service representative should reply: "I'm sorry to have kept you waiting, and I will help you as soon as possible."
When a customer complains about the customer service representative, the customer service representative should reply: "I'm sorry, because our work is not done well, so please forgive us." Please tell us the situation at that time, the job number of the customer service representative and your phone number (listen to the customer's account and record it). I am sorry for the trouble caused by this matter, and thank you very much for your trust and support. I have recorded your response in detail, and we will handle it accordingly after verification. "
When encountering a customer complaint that cannot be answered on the spot, the customer service representative should reply: "I'm sorry, sir/madam, thank you for your feedback. We will report to our superiors as soon as possible and give you a definite answer within …
Domestic telemarketing skills and vocabulary 2 telemarketing skills and vocabulary
Telemarketing tip 1: You must know who you are calling.
When many salespeople began to introduce themselves and their products, the phone rang once before they found out who they were looking for. As a result, the other party said that you have the wrong number or that I am not someone. There are also salesmen who make mistakes in the name and position of customers, and some even make mistakes in the company name of customers. These mistakes reduce your credibility before you start selling, and in serious cases, you will lose customers. Therefore, every salesman should not think that it is easy to make a phone call. One thing, before telemarketing, you must be clear about the customer's information, and more importantly, make sure that the caller has the right to make a purchase decision.
The second point of telemarketing skills: the tone should be stable, the words should be clear and the language should be concise.
Many salesmen are nervous when they pick up the phone because they are afraid of being rejected. Their tone is flustered, they speak too fast and their words are unclear, which will affect your communication with each other. I often get sales calls, but I can't tell the company name clearly, say that I don't invite products, and I can't figure out the purpose, so I have to refuse. Sometimes it takes a few minutes to figure out his purpose, and then sit through his introduction and still don't understand what the product is. Therefore, in telemarketing, you must make your tone steady, so that the other party can hear what you are saying clearly, and it is best to speak standard Mandarin. Telemarketing skills should be as concise as possible, and products must be emphasized to attract customers' attention.
The third point of telemarketing skills: the purpose of the call is clear.
Many of our salespeople didn't think carefully and didn't organize the language before calling. As a result, they made a phone call and found that they didn't say what they should say, and the sales purpose they should achieve was not achieved. For example, I want to call a potential customer of my product. My purpose is to let the other party know more about my products through telephone communication and have the opportunity to buy my products. With this purpose, I will design the simplest product introduction language, and then introduce the performance and price of the product according to the needs of the other party. Finally, leave a deep impression on the other party to achieve the sales purpose. Therefore, telemarketing skills must have a clear purpose when using telemarketing.
The fourth point of telemarketing skills: 1 minute, introduce yourself and your intentions clearly.
This is a very important telemarketing skill. Thldl.org.cn, I often get sales calls from the same person, but I never remember his name and company. The reason is that he only introduces himself as Xiao Zhang every time he calls. The company name is very vague, and I can't remember it for a long time. In telemarketing, we must make clear the company name, our own name, product name and cooperation mode. Don't forget to emphasize your name at the end of the call. For example: Manager XXX, nice to meet you. I hope our cooperation will succeed. Please remember that my name is XXX. I will keep in touch with you.
The fifth point of telemarketing skills: do a good job of telephone registration and follow up immediately.
After the telephone salesperson finishes the call, he must make a registration, make a summary and classify the customers. Class A is the most promising. They should call back in the shortest time and try to reach an agreement. Class B is achievable and should be followed up continuously. Even dare to let customers place orders, such as manager XXX. After several communications, I have prepared five products for you. I hope I can deliver it to you today, and I hope you can remit money as soon as possible. Class c has no intention of cooperation. This kind of customer, you should call him from time to time to see what his needs are.
Telemarketing skills and words: how to communicate flexibly in 30 seconds? What is writing?
Words, that is to say, what is the truth of this statement. Most companies may stipulate that sales have a fixed call flow, so that sales can recite fixed sentences and let sales better introduce products to customers, but they ignore the text and just don't explain why they communicate with customers like this.
For example, the company has set a fixed call flow, so that when talking with customers, the sales staff should first confirm the customer information, then introduce their own information, and finally ask the customer's needs to communicate. But there is no explanation: in the first 30 seconds of telephone communication with customers, why do you want to confirm customer information and introduce yourself?
This has caused a consequence, the salesperson rigidly communicates with the customer according to the call flow and language, and does not know how to be flexible. Because the communication failed 30 seconds before the call, the salesperson missed many opportunities to continue communication with customers.
Why do you want to confirm customer information?
Confirming customer information is the first step for sales staff to close the distance with customers. When my name is spoken by a stranger, it will arouse the customer's curiosity, "why is my name known to him", thus driving the customer to know more about the person he is talking to on the phone. At the same time, when the salesperson says the customer's name, the customer will subconsciously build trust with the salesperson, making the customer feel that the person opposite is someone who knows himself. Of course, this is based on the premise of accurate customer information.
However, must the customer information obtained by the salesperson be accurate? Many times, the channels for obtaining corporate customer information are not very reliable. For example, some clues are obtained by customers through searching information by search engines, searching for official website, and filling out forms. Because customers are worried about information leakage, they have filled in inaccurate information except the telephone number. Therefore, the salesperson needs to review the clues, and there is no need to confirm the obviously wrong information to the customer.
If the salesperson blindly communicates with the customer according to the fixed process and confirms the wrong information to the customer, it is very likely that the customer will hang up the phone directly.
Should I introduce myself?
If the company has a high reputation in the industry, self-introduction may increase the single rate. When introducing yourself, you can endorse the brand, such as "Hello, I'm xx from xx Company. I don't know if you know about xx industry. Our company specializes in xx and has a certain reputation in the xx industry. "
Or endorsed by companies in the same industry who have served customers, such as "Hello, our company has just provided a set of solutions for xx company, and they are very satisfied with our products, which I think may be helpful to your company".
If the company is not well-known in the industry, it is not recommended to introduce yourself when communicating with customers by telephone for the first time. Ignorant self-introduction may leave a bad impression on customers, such as "harassing phone calls", which will have a certain impact on brand image in serious cases. It is better to directly enter the demand communication link. Black cat and white cat are good cats that can catch mice. If the customer is satisfied with the product or solution, they can introduce themselves when following up with the customer.
In the first 30 seconds of dialing a customer's phone, how to use words and communicate flexibly should be something that every telemarketer should think about.