Try to handle the call yourself, and only transfer it to others when it is not necessary. At this time, you should explain the reason to the other party and ask the other party to forgive you. Before you make such a decision, you should make sure that the other party wants you to transfer the call to someone else. self-introduction
When you find the person you are looking for (sometimes you know that he is in charge of one thing, but you don't necessarily know his name), as soon as the other person picks up the phone, you should say hello politely, then clearly state your full name, then your company name, and then tell the other person what you are doing here and what kind of service you can provide for him; Similarly, once the other person says his name, you can call him by his first name from time to time in conversation. Record at any time
When making a phone call, hold a microphone in your left hand and a pen and paper in your right hand, and write down the information you hear at any time (of course, if you write with your left hand, the other way around). If you are not ready, you have to ask the other person to repeat it, which will make the other person feel that you are absent-minded and have not listened to him carefully; Besides, you have to make so many phone calls a day that you can't remember what every customer said. People's memory is always limited, so there is an old saying that a good memory is not as good as writing. It's also convenient for you to follow up the situation by phone next time. Turn to the whole problem
In the process of making a phone call, don't "prevaricate" to delay the time. After introducing yourself and me, get down to business and speed up the business conversation. Because time is precious, others may not be listening to your nonsense. Understand the situation of the other company and find the demand according to the products of the service company; Think and look at problems from the other side's point of view. You are here to provide solutions to other people's problems, not to dig other people's money. Therefore, it is very important to learn to ask. Be confident and get ready.
Have enough phones ready before you make a phone call. When calling others, we should adjust our thinking, have a full understanding of product knowledge, have a telephone conversation mode and how to answer different questions. Then, when the phone you dialed rings, you should focus on yourself as soon as possible, temporarily put down what you are doing, so that your brain can clearly handle the information or business brought by the phone. Of course, the above process should be completed immediately. If you don't answer the phone for a long time, the other party will hang up or lose interest in what you say below, and you will lose the opportunity to get information or business. Pay attention to guests and their time.
If you are on the phone, if the other person asks you some questions that you can't answer, and you have to stop the phone to look up some information, you should act quickly. You can also politely say to the other person first, "Would you like to wait for a while?" Or should I call you back later? "Please wait, you can press the wait key. If your phone doesn't have a wait button, put the receiver gently on the table. If you check the information for longer than you expected, you can pick up the phone every once in a while to explain your progress to the other party. For example, you can say: Mr. (Miss) XX, I've found enough for you. A moment, please. When you finish your search and pick up the phone again, you can say, "I'm sorry to have kept you waiting." "Get each other's attention. Deal by phone
But after you introduce the product to the other party, the other party may say to think about it or discuss it with the superior. You should have said to call you in two days. When you call to follow up, ask him what he thinks. What are the main considerations? Finally, the deal was made. You serve him, not beg him to give you money. Don't be modest in doing business. Seven skills of telemarketing: the first important voice.
When we call a company, if we get through, we can 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 have a good impression on the company. 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, this is XX Company". But the voice is clear, pleasant and clear, leaving a good impression on the other party, and the other party will also have a good impression on their own unit. Therefore, remember to have the consciousness of "I represent the image of the unit" when answering the phone. Have a happy 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". Correct posture and 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 over and sit in a chair while talking on the phone, the other party will be lazy and listless when listening to your voice; If you sit up straight and keep your body straight, your voice will be sweet and full of energy. 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. Never smoke, drink tea or eat snacks during the phone call, even if the other party is lazy, you can "listen". If you bend over and sit in a chair while talking on the phone, the other party will be lazy and listless when listening to your voice; If you sit up straight and keep your body straight, your voice will be sweet and full of energy. Answer quickly and accurately
Modern workers are busy with work, and there are often two or three telephones on their desks. When they hear the phone ring, they should pick up the receiver accurately and quickly, and give priority to long-distance calls, preferably within three rings. The phone rang for about 3 seconds. If no one answers the phone for a long time, or it is impolite to keep the other person waiting, the other person will be impatient while waiting, and your company will leave a bad impression on him. Even if the phone is far away from us and there is no one nearby after hearing the phone ring, pick up the receiver as soon as possible. This attitude should be possessed by everyone, and this habit should be cultivated by every office worker. Carefully and clearly recorded
Always keep in mind the 5W2H skills. The so-called 5W2H refers to ① when, who, who, ③ where, what, what, ⑤ why, and ⑦ how much. These materials are very important to our work. Making a phone call is as important as answering the phone. The conciseness and completeness of telephone records depend on 5WIH skills. Effective telephone communication
We must first confirm the identity of the other party and understand the purpose of the other party's call. If you can't handle it yourself, you should also carefully record it and gently explore the purpose of the other party's call, so as not to delay things and win the favor of the other party. Patiently listen to each other's questions; When expressing opinions, let him speak freely and don't interrupt unless absolutely necessary. During this period, you can ask questions and discuss each other's needs and problems. Paying attention to listening and understanding, having empathy and establishing affinity are the keys to effective telephone communication. When you receive a phone call of reproach or criticism, you should explain it gently, express your apologies or thanks, and don't argue with the speaker. Attention should be paid to the correctness of telephone conversation, and the matters should be explained completely to increase the recognition of the other party, and perfunctory things are not allowed. 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. There should be a clear conclusion, say "thank you" and "goodbye", and then hang up the phone gently. Don't hang up after you finish.