First, prepare.
Be mentally prepared. Before you make every phone call, you must know that the phone call you made is likely to be a turning point in your life or your current situation. With this idea, you can have a serious, responsible and persistent attitude towards every call you make, and your mentality will have a positive motivation for success.
Content preparation: before making a phone call, you should prepare what you want to express. It is best to list a few items on the paper at hand first, so as not to forget your speech because of nervousness or excitement after the other party answers the phone. In addition, when communicating with the other party on the other end of the phone, if necessary, it is best to prepare and rehearse in advance. Pay attention to two points in telephone communication: 1 Pay attention to the change of tone and be sincere. 2 words should be organized, not incoherent and repetitive, which makes the other party disgusted or wordy.
Second, timing.
When you make a phone call, you must grasp a certain opportunity to avoid contacting customers while eating. If you make a phone call, politely ask the customers if it is convenient to answer. Like what? Hello, Manager Wang, this is * * * from * * Company. I'm calling you at this hour. Am I not disturbing you? If the other party has an appointment, happens to be out, or has guests, politely stop talking about the time of the call and then hang up. If the boss or the person you are looking for is not here, do you need to contact the person who answers the phone? What's Mr. * */* *' s mobile phone number, please? He/she only left this number when he/she called/came to the company last time. Thank you for your help? .
Third, connect the mobile phone.
When making a business call, after the call is connected, the business personnel should first say hello, report themselves and confirm the identity of the other party before getting to the point. For example:? Hello, this is * * * company. May I speak to the boss/manager of * *? * * Boss/Manager, hello, this is * * * from * * Company. Speak concisely? Because the telephone is easy to be busy when charging, it is necessary to make a long story short whether you make a phone call or answer it. In short, in addition to the necessary greetings, we must talk less about topics unrelated to business and put an end to the phenomenon that the phone is busy for a long time. Politeness before hanging up? After the phone call, the business personnel must remember to thank the customer. Thank you for taking so long to listen to my introduction. I hope it will bring you satisfaction. Thank you. Goodbye. ? In addition, the customer must hang up before the business personnel can hang up the phone gently. To show respect for customers. After hanging up? Many business people will immediately pop out a few indecent words from their mouths to relax their pressure after hanging up the customer's phone. Actually, this is the worst bad habit. As a professional telemarketer, this is absolutely not allowed. The art of answering the phone? Some customers contact the general department directly to order goods, know about the company or products, or make telephone complaints in order to save labor and convenience. The person who answers the phone must pay attention when answering, never ask questions without understanding, or perfunctory customers, and don't be impatient with every customer who has called.
1. After the call is connected, the person who answers the phone should announce himself. Hello, this is? Shengzang Culture Customer Service Department? Or? Hello, who am I? Glad to serve you? Never ask if you robbed anything, okay? Hello, hello who are you looking for; Who are you? This is not only a waste of time, but also impolite, which greatly reduces the image of the company in the eyes of customers. Generally, let the mobile phone ring one or two long tones before answering the phone. Never let the phone ring all the time. Answer it slowly.
2. Record the contents of the mobile phone. It's best to put some paper and pens next to your mobile phone, so that you can record the key points while listening to the phone. After answering the phone, you should properly handle or seriously report the main points of recording.
3. repeat the key points. When the customer calls, he will definitely say the information he wants. At this time, you should not only record it, but also repeat it to the other party to make sure it is correct.
4. How to make the customer wait If the other party needs to wait during the call, the receiver must say:? Excuse me, can you wait a moment? After that, you should tell him the reason for waiting, so as not to be anxious because of waiting. You must apologize to the other party when you answer the phone again: Sorry to have kept you waiting. ? If the other party is kept waiting for a long time, the receiver should tell the reason and ask him to hang up the phone first, and then dial the phone after processing.
5. How to deal with the caller's low voice? If the caller's voice is too low, the receiver can directly say:? Excuse me, could you speak a little louder? I can't hear you clearly. Never shout:? Hey, hey, can you speak up? ; It is the other person who wants to speak loudly, not you.
6. How to deal with the phone when looking for someone? If you encounter a call for someone, you should quickly transfer the call to the person you are looking for. If the person you are looking for is not here, you should say to the other person: Sorry, he (she) is out now. I'm XX. If it's convenient, can I take a message for him? You can also ask the other party to leave your phone number, and when someone comes back, tell him to call him back immediately.
Whether you call or answer the phone, you can reflect the image of a person or company. Telephone is the window for the company to communicate with the outside world. A good process of calling and answering the phone conveys a good impression to the other party, and vice versa. Therefore, when making or answering a phone call, you should pay special attention to your words and tone. A phone call may change your present situation or even a person's life.
Fourth, establish a dialogue.
1. Telemarketing is like a bowling game between two people: a. You vote for each other; B. he throws; C. you throw it back; D. he threw it back; 2. the first three problems in sales: a. find out who the payee is and talk to him. B. Make the buyer a person who wants to talk and is worth talking about. Grab the collector's attention.
Summary: Remember: in every transaction, price is not the most important factor. If price is the only consideration, we will all sleep in cheap motels and wear second-hand clothes. Price is related to the value obtained, just as consumers spend money on items they think are valuable. So do commercial buyers. For the buyer, the money he spends will be worth the money, that is, the deal is reached. If you can't put forward the value of the product, the sales purpose can't be achieved in the end. 3. What are the main communication skills of telemarketing? The sales volume is directly related to the alertness of telemarketers.
Fifth, let customers move immediately.
Accept customers' objections with an open mind and establish a dedicated, conscientious and valuable marketer image in his mind. Remember: it is much easier to keep an old customer than to develop a new one. Marketing awareness: There is no mysterious formula for successful sales. Success is the result of training and hard work. How to keep in touch with customers: 1. Home visit II. Contact by phone. Contact by letter 4. Provide services. Customer management.
Refers to the collection, classification and collation of customer information; Communicate and contact with customers regularly; Handling of customers' opinions; Continuously improve the way and content of customer service. In today's market competition, which enterprise doesn't have a few telephones, fax machines and computers, but how many can really add value? How many orders were returned by phone? Before the formal telemarketing begins, professional and systematic training must be given to telemarketers.
First, be a trained telemarketer.
Have strong communication skills in the process of telephone sales, and achieve ideal communication effect through the charm of language. In order to have a high-quality telemarketing department, enterprises must carry out professional telemarketing skills training for salesmen. Professional telemarketers have the ability of self-image design and self-promotion. Telemarketing is to communicate with customers by telephone. Although customers can't see us, we should pay attention to our own image, which is the minimum respect for customers and the embodiment of good professional standards. If you are in a lazy state, your voice will convey to customers a feeling of being ignored and unprofessional. In the daily telemarketing work, telemarketers should always appear in a professional manner.
Second, skilled telemarketing skills.
1. The design of telephone script (1) The unique and attractive prologue is an important part of telephone sales, and it will not be rejected. Let customers continue to listen. (2) The 30-second principle (the reason why customers are willing to listen to you). (3) Attract customers' attention from problem to problem, be influential and get customers' attention. (4) the reasons for shaping the value of products and making customers have strong demand. Shaping the value of products is the key to why customers should listen to you during telemarketing.
2. The telemarketers must know the effect or purpose of each call.
3. Every phone call should be the target customer group (industry and field) of market segmentation, and the information should be accurately conveyed to customers. Seek to understand the real needs of customers and judge whether it is immediate needs or training needs.
4. Use professional and civilized language. Hello, I'm XX from XX Company, and I have a very good news for you. Is it convenient to talk to you now? Thank you for taking my call. Wait. )
5. Smile and well-trained pronunciation, speed and intonation. This is the first feeling conveyed to customers through the process? Trust. Increase the customer's pleasure in telephone communication and be willing to communicate with you. NLP neurolinguistics (originated in the United States in 1970s, is a set of specific models that can quickly change human behavior and mind, and its application is very rapid and remarkable). Emphasis on pronunciation, speech speed, body language and facial smile expression is active in telephone sales. Smiling is a conscious relaxation, friendly and polite behavior, which is conveyed to the other party by telephone, so that they can feel your sincerity and credibility. Smiling often gives people a comfortable and natural feeling. In telemarketing, business people feel kindness, understanding and support.
6. Good language communication skills. The ability of communication needs to be studied and combined, and all kinds of abilities should support and complement each other, among which the most important ability is listening ability. Good listening can accurately understand the real needs of customers.
7. How to have a good affinity, try to keep the tone and speed of speech synchronized with customers, and the habit of using language and words is similar. (such as phrases, terms, etc.). Promote the establishment of a harmonious communication atmosphere with customers and remember their names. ) Most people struggle for success, fame and family, which shows that people attach importance to names. A name is a person's code name, which can also be said to be an extension of a person's life. If telemarketers want to help themselves with the help of others, they must first remember their names. Calling out the customer's name is the easiest and quickest way to shorten the distance between the salesman and the customer. In the same way, not calling or calling the wrong customer's name is tantamount to suicide. "Are you? Did Mr. (Ms.) answer the phone himself? This will make the customer happy, and he can immediately feel that he stands out from the crowd.
8. Develop good work habits. A. Keep a pen and paper at hand at any time, and record every call you receive or make at any time (two-color pencil, calculator, post-it note, telephone notebook, customer information, memo, etc. ). B, whether you answer the phone or make a phone call, you should tell your company and your full name in time, and ask the other party's company, name, telephone number and mailing address, so that you can call the customer's name from time to time in telephone communication and better understand the real situation of the customer.
9. Positive working mentality When telemarketing, a positive and confident attitude is particularly important. Because the customer on the other end of the phone has no chance to see the telemarketer with his own eyes, he can only outline the image of the other party through his words. The confidence of telemarketers in themselves is often the confidence of customers in them. If the telemarketer thinks he is an important person, so will the customer on the other end of the phone. Also doing telemarketing, those marketers with positive attitudes have greatly exceeded the turnover of others.
Next, China KouCai. Com to share some beautiful telephone communication skills for you.
1. Full of confidence
Self-confidence is very important when making outgoing calls. Anyone who wants to buy your products and services hopes and even takes it for granted that you must have confidence in your products or services. At least, you should show it. But many times, customers can still hear fear and hesitation from the voice of the salesperson, which will directly lead to a bad first impression on the salesperson himself, related enterprises and products or services.
If you want to be confident, first of all, you should know everything about the products or services you sell, and then you can be confident on the phone. Otherwise, under the suspicion and questioning of customers, you will gradually lose control of the dialogue, and even follow the customer's ideas and gradually lose confidence in your products.
Sounds natural.
Even if there is a script, don't read it. Take enough time to turn the scripting language into your own language and implant your emotional factors into it. You should fully understand the relevant information and knowledge of the products you sell, and memorize the questions that customers may ask and how to answer them.
Once you are fully prepared and add your own tone and intonation to the script, you can sound more natural? Alive Instead of following the script? Machine? Communicate with customers. Customers certainly want to be able to talk? People? Communication should be natural, not cold? Machine? .
Listen carefully.
? Did you hear that? With what? Listen. It must be two concepts. To really listen, you should not only give the customer an appropriate response through some modal particles, indicating that your thoughts are not distracted, but also repeat and summarize what the customer said and ask further questions. If you want to do this, you must have real interest and patience with your customers, not a perfunctory attitude. You're talking to your client, not interrogating him.
4. Don't make assumptions in advance
This is also a question that has been repeated countless times. But there are still many people who think they are. Do you know? The customer wants to say something, but can't wait to interrupt, respond or change the subject. As a result, customers think you are impatient, disrespectful and perfunctory. So they will be unhappy, angry and even hang up, which is not the result you want. In any case, if you can't wait to finish this sentence for customers, customers will start to be wary of you and have a counterproductive effect on the achievement of sales intentions.
5. Take every call seriously