2, understand the characteristics of telemarketing, combined with our sales profession, sorry, we will get better and better …, understand the basic points and concepts of business etiquette and understand the purpose of using business etiquette.
3. Rethink the etiquette that should be paid attention to in telemarketing from the basic concept of business etiquette.
introduce
"Lu Chunqiu" says: "Therefore, you can know its wind by hearing its voice, its ambition by observing its wind, and its virtue by observing its ambition."
It means: you can know a person's behavior by listening to his voice, and you can know his interest by observing his behavior, and then you can know his virtue and conduct.
Discussion: What does this sentence mean? What does it have to do with our profession?
Telemarketing is an art of sound and language, and telemarketers can only rely on "hearing" to "see" all the reactions of prospective customers and judge whether the marketing direction is correct.
Similarly, prospective customers can't see the body language and facial expressions of telemarketers on the phone. Prospective customers can only judge whether they like the telemarketer or not, whether they can trust him or not, and decide whether to continue the call by the voice they hear and the information they send.
First, the advantages of telemarketing
Discussion: What benefits do you think telemarketing has for enterprises and individuals?
1, and the sales cost is controllable.
Traditional sales method: How many customers can you meet every day? How much does it cost you to meet a client?
Telemarketing: How many customers can you call every day? How much do you charge for each call you make to customers?
2. Unify the sales process and quickly enhance the brand image.
Customers can't communicate face to face with sales staff, and more understanding of the enterprise lies in perceptual knowledge. Therefore, the voice and image of sales staff, unified sales process, standardized sales speech and perfect after-sales service matching the sales process can quickly enhance the brand image and enhance customers' recognition and loyalty to the enterprise.
Second, the characteristics of telemarketing
Discussion: Compared with traditional sales methods, such as channel sales, what do you think are the particularities of telemarketing?
1. Telemarketing only relies on voice to transmit information.
Telephone salesmen can only "listen" to "see" all the reactions of prospective customers and judge whether the sales direction is correct. Similarly, why do brothers hurt themselves? Potential customers can't see the body language and facial expressions of telemarketers on the phone. The potential customer can only judge whether he likes this salesperson, whether he can trust this person and decide whether to continue the call by the voice he hears and the information he sends.
Telesalesmen must arouse the interest of potential customers in a short time.
In the process of telemarketing, if there is no way to interest prospective customers within 20 ~ 30 seconds, prospective customers may terminate the call at any time, because they don't like to waste time listening to things that have nothing to do with them unless the call makes them some income.
Telemarketing is a process in which you come and go.
The best sales process is that telemarketers talk about13 of the time and prospective customers talk about 2/3 of the time, which can maintain a good two-way communication mode.
4. Telemarketing is perceptual sales rather than completely rational sales.
Telemarketing is a perceptual sales industry. Salespeople must make more efforts at the "perceptual end", first impress customers' hearts, and then strengthen the perceptual sales level with rational information.
Third, the basis of business etiquette
1, the concept of business etiquette: the art of people in business communication!
Discussion: How to understand this sentence?
2. The purpose of using business etiquette
Improve personal accomplishment
Convenient communication and entertainment
Maintain corporate image
Basic concepts (points) of business etiquette
Respect orientation
Self-esteem: manners, treating people and dressing up.
Respect others:
Accurate positioning of communication objects
Pay attention to the rules in communication
Communicate politely.
have a ready tongue
Being kind to others is a requirement in business communication (kindness is relative).
Fourth, the etiquette of telemarketing
1, the important first sound
When we call a company/customer, as soon as we connect, we will hear the friendly and beautiful greetings from the other party, and we will be very happy, so that the dialogue between the two sides can go smoothly and we will have a good impression on the company/customer. As long as you pay a little attention to your behavior on the phone, you will leave a completely different impression on the other party.
Similarly, "Hello, I am a big winner" gives customers a mixed impression. The voice is crisp, pleasant and clear, which can leave a good impression on the other party and the other party will also have a good impression on its unit. Therefore, remember to have the consciousness of "I represent the image of the company" when making a phone call/answering a phone call.
Step 2 be in a good mood
Keep a good mood when making a phone call, so that even if the other party can't see you, it will be infected by you from a cheerful tone and leave an excellent impression on the other party. Because facial expressions will affect the change of voice, even on the phone, we should respond with the mentality of "the other person looks at me".
3, with a mentality and a clear voice
Never smoke, drink tea or eat snacks during the phone call, even if the other party is lazy, you can "listen". If you bend down in a chair while talking on the phone, the other party will be lazy and listless when listening to your voice; Sit up straight and rush forward one by one! , the body is straight, the voice will be kind and pleasant, full of vitality. So when you make a phone call, even if you can't see the other person, you should treat the other person as the person in front of you and pay attention to your posture as much as possible. Why does your manager sometimes ask you to stand up and make a phone call?
Wen Ya's voice should be polite and expressed in earnest. Keep a proper distance between your mouth and the microphone, and control the volume appropriately to avoid being unclear and misunderstanding. Or because of the loud voice, people misunderstand it as domineering.
Step 4 Answer quickly and accurately
Answer within three times.
Give priority to answering long-distance calls
Pay attention to manners and skills when answering missed calls.
5. Politeness before hanging up
To end a telephone conversation, it should generally be proposed by the caller, and then politely say goodbye to the other party. Have a clear conclusion, say "thank you" and "goodbye", and then gently hang up the phone and take nude photos. Don't hang up after you finish.
Course summary:
Understand the advantages of telemarketing in the commercial industry, how to face the telemarketing profession correctly, and thus clarify the personal career development prospects.
Understand the characteristics of telemarketing, and understand the basic points and concepts of business etiquette in combination with our sales profession to understand the purpose of using business etiquette.
Starting from the basic concept of business etiquette, this paper thinks about the etiquette that should be paid attention to in telemarketing.
Telephone marketing etiquette 100
1. The beginning of the phone is warm and polite.
2. Pick up the phone and quote the company name concisely, forcefully and clearly.
Answer the phone before it rings three times
Smile and answer the phone
5. The tone is slightly higher than usual.
If the phone rings three times before you answer it, you should apologize to the other party.
7. Hold the microphone in your left hand and prepare the recording in your right hand.
8. Make sure the other person hangs up before you put the phone down.
9. When calling the other party's mobile phone, ask the other party if it is convenient.
10. Avoid making personal calls at work or finish it as soon as possible.
1 1. Write down the other party's name, phone number, company and call time when making a call.
12. When the other party's call is invalid, make sure that he can hear you clearly.
13. Important information or words should be repeatedly explained and confirmed by the other party.
14. Remember the customer's name correctly
15. Make a table of common telephones and stick it next to them.
16. memorize the company name, address, postcode, website, telephone number and email address, and you can tell the other party at any time.
17. Know clearly the transportation route to the company.
18. If you can't hear each other clearly, you should tell them at once.
19. Confirm the identity of the other party to avoid any mistakes.
20. Confirm the other person's name, gender and professional title, and pay attention to your own expression.
2 1. Correct posture and clear voice.
22. Don't omit the full name of the other company.
23. Don't reveal too much information when the person you are looking for is away.
24. Take a deep breath to answer the phone or make a phone call.
25. Knowing that the other party is making a long distance call or using a mobile phone, ask if it is necessary to call back.
26. Call the boss if you can't solve it.
27. Consultation telephone, the company's external answers strive to be unified.
28. When dealing with complaints or phone calls, you should listen to the other party sincerely.
29. Thank each other at the end of the consultation call.
30. When a phone call or a visitor arrives at the same time, give priority to the visitor and make an appointment to call back.
3 1. The phone is interrupted unexpectedly, so you should take the initiative to call back.
32. When discussing important matters, make an appointment with the other party in advance.
33. Carry a telephone address book anytime and anywhere.
34. Keep a simple contact with your boss.
35. Call first to apologize, delay the visit and inform the other party.
36. It is not appropriate to use catchphrases in official telephone calls.
37. I'm sorry I couldn't call in time to explain the reason.
38. If you fail to transfer the call in time, you should get the other party's understanding.
39. State the date and week.
40. The home phone should hang up after the bell rings ten times.
4 1. Pick up the receiver and don't talk at once.
42. Call each other at night to ask for permission.
43. Use humor to moisten your throat
44. Don't interfere with other people's phone calls.
45. Transfer the phone to confirm the identity of the other party
46. Pay attention to the current mobile phone.
47. Stop the phone at the right time to avoid unnecessary conversations.
48. What the other party can't understand should be explained in another way.
49. Avoid talking on the phone loudly in public.
50. When on a business trip, tell the other person who you can contact first to deal with young people and teachers, and explain the full name and telephone number of the contact person.
5 1. Greet appropriately, timely and naturally.
You shouldn't speak too fast when you are on the phone.
53. When the other party has something to ask someone to answer the phone, remember to thank the receiver.
54. Even if it's not your own phone, respond positively.
55. When making a phone call, consider the other party's position.
56. Call back the agreed number in time and on time.
57. When answering the phone, greet the company image.
58. When you are on the phone, even if you are anxious, remind yourself to speak slowly.
59. Answer the phone and pay attention to whether the call causes pressure to the other party.
You can judge the position of the other party by listening to the voice of the phone.
6 1. Have the service consciousness of "customers will face you face to face when selling by telephone".
62. Use highly precise standard wording.
63. The more you are afraid of phone calls, the more you should contact as soon as possible.
64. Avoid making personal phone calls in the company.
65. Make an appointment to meet and choose a place convenient for telephone contact.
66. Your boss's private phone number should be addressed by your respectful name.
67. Contact each other regardless of whether the agreed things are completed or not.
68. Use special telephone recording forms.
69. Take care of the telephone, clean it and learn some telephone hardware knowledge.
70. The minimum standard for business calls is 20 calls per person per day.
7 1. Don't argue with customers on the phone.
72. Try not to make phone calls on other people's desks.
73. For important telephone calls, you can arrange for others to handle them while you are away.
If you don't confirm the name of the other company, look it up in the dictionary before typing.
75. Always charge your mobile phone.
76. Pay attention to the use of voice in telephone negotiation.
77. When sending a text message, leave your name.
78. When transmitting telephone content, it should be timely and accurate.
When answering the phone, pay special attention to the accuracy of the figures.
80. It is better to say "good morning" or "good morning" than "hello" when you receive a phone call in the morning.
8 1. Tell the other party to use "I'm sorry" and "I'm sorry" when the person you are looking for is not available.
82. When you can't hear the name of the other company clearly, tell the other party.
83. Even if you make a mistake, please handle it kindly.
84. Make a statement in advance about things that need to be discussed for a long time.
85. Leave more contact numbers.
86. Avoid talking on the phone while the other party is driving or in a meeting.
87. If the person you are looking for can't answer the phone, you should tell the reason.
88. Transfer the call correctly
89. When you exchange the date and time on the phone, you should confirm it twice.
90. Be sure to thank the other party when they call back.
9 1. Let the other party wait for no more than one minute. If it takes a long time, please tell the other party to call back later or call back.
92. When you speak, you should match the age and status of the other person.
93. I often give you trouble/thank you for your concern/concern/long greetings/thank you very much/hope to get more guidance from you.
94. Respond positively to customers when calling.
95. Don't tell others your colleague's home phone number.
96. Pay attention to the wording when borrowing someone else's company's phone, and thank you after using it.
97. Pay attention to the way you call.
98. The key to business calls is flexibility and pertinence.
99. The price of losing weight by telephone embedding, a woman's voice should be sweet, a man's voice should be vigorous, and you should be a telephone beauty and a telephone gentleman.
100. Do what you say.