Status: Self-confidence, believing that you are the best.
Tone: Say hello to an old friend.
Content: To make a long story short, sell your own and the company's products in the shortest time.
Follow-up marketing: it is best to ask the customer's other contact information so as to contact later.
We should stick to the principle of limited goals. Generally speaking, the purpose of telemarketing should be to find potential sales targets and exclude potential sales targets, so as to improve the success rate of door-to-door visits for transaction negotiations. In other words, telemarketing aims to create opportunities for dating potential sales targets. It can't replace face-to-face discussion, and the goal of telemarketing should be to set a suitable date. Telemarketing requires a sales plan in advance, just like door-to-door visits or sales promotion. This plan is one or more sets of rhetoric to guide the other party to pay attention to the product, establish a good impression on the salesman, and take the initiative to date. It should include who to call, how to talk face to face, what aspects of the product are introduced, what to know about each other, and when to date. With such a plan, you can take your time in sales promotion and leave a good impression on the other party. Choose the right time to make a phone call, avoiding the rush hour and the busy time of the other party. Generally, it is more favorable after 10 in the morning and in the afternoon. If the person you are looking for is out, you can ask the person who answers the phone if there is anyone else to talk to, or when the other person will come back, so that you can contact him later. Speak warmly and politely. Enthusiastic speech is easy to infect the other party; Polite words are also easy to get a polite positive answer. Polite expressions such as "hello", "sorry to bother you" and "if you don't mind" should be the mantra of sales staff. Similarly, straight to the point is also a popular way of speaking, pinching the tone, deliberately selling the strength, spitting and hesitating, which can easily cause the other party's resentment. Telemarketing should not be eager to sell, but should focus on information and understanding the other party's situation Reduce the meaning of sales promotion, but it is easy to reach a date opportunity. For example, after introducing yourself, you can say, "I want to ask you, does our company have this kind of equipment?" If the other party answers "Yes", further ask about the purchase period, brand, manufacturer and usage method, and then introduce your own products. If the other party answers no, you can directly introduce your products. Finally, we agreed to meet to discuss the opportunity. Leave the name, telephone number and address of the other party and make records. Ask the other person's name at the beginning of the promotion or after the appointment is confirmed, but always give your name first and let the other person leave your name and phone number. It is necessary to make a simple record of what was said on the phone, which is helpful for the next promotion planning and can also be used to establish customer files. To make an appointment, two or more schemes or forms should be provided for the object to choose, and the convenience of the other party should be taken into account. But vague dates are easy to be pushed off by the other party. So the better reservation time is clear, only choose. For example, "What time is suitable for you this afternoon or tomorrow morning?" And further determine whether the time is 9 am or 3 pm. When everyone uses the office or the phone, everyone should cooperate with each other. Whether you call the other party or the other party has a phone, it is appropriate to keep the necessary silence in the office. Loud jokes from noisy offices or individuals can ruin business. At the same time, when the other party calls, you should take the initiative to answer enthusiastically. If you want to find someone, communicate it quickly. If the person you are looking for is not in, you should ask him if he can help you, or ask him to leave his phone number and name and ask when it is appropriate to call back. In short, overall cooperation is also one of the important factors to improve performance in telemarketing.
1. Greeting customers is like greeting your own guests.
Vilti. Allen once said that 80% of customers will succeed in doing business. In terms of customer service, 80% of success is to treat visiting customers like their own guests. When guests come to our home, we will greet them immediately, right? Although it is only a small matter, it will have a deeper meaning to provide timely and friendly greetings to customers in hotel service. A customer has waited for thirty or forty seconds, but often feels that he has waited for three or four minutes. Time will be slow when ignored, and instant greetings will reduce the pressure brought by customers' waiting. Friendly greetings can make customers relax their psychological pressure in a strange environment, thus making the service go smoothly. Therefore, we ask the service staff to provide instant greetings and conversations as soon as the guests enter the hotel, and make them feel welcome with loud voices.
Second, sincerely praise.
Everyone likes to hear sincere compliments from others. Taking a few seconds to say some compliments to customers can effectively increase mutual friendship with customers. Let yourself form the habit of praise, and you will soon change your popularity. Establish a harmonious and pleasant service and service atmosphere with customers.
3. Address by first name or surname
A person's name is his or her favorite voice. When others can't find and use our name when writing to us, we all feel very cordial, introduce ourselves to customers at the right time and ask their names. If it's inconvenient, you can get the customer's name from the credit card, reservation list or other documents, and you will find that it has played an unexpected role in your work. However, don't be intimate too soon. It is usually safer to say "Mr. X and Miss X". If people like to be called by their first names, they will tell them.
Fourth, learn to talk to customers with eyes.
When you can't speak loudly, you can make eye contact and tell the customer that you are willing to serve him. But it is important to arrange the time reasonably. We suggest adopting the rule of 10 second. Even if you are busy entertaining another person, make eye contact with the customer within 10 seconds. Like verbal greetings, you don't have to interrupt the ongoing customer service. After a pause and a glance, we can catch new customers and greatly reduce the complaints and dissatisfaction caused by customers being left out.
Verbs (short for verb) say "please" and "thank you"
This seems out of date. You will say that some customers are not polite to you because that's not their job. "Please" and "thank you" are very important words, which are easy to say and worth repeating.
6. Listen to customers and often ask "What should I do?"
Few people can really listen to criticism from others. Listening to criticism provides the best opportunity to exceed expectations. It is important to listen to others' opinions, because some of the best ideas come from others' criticism of you. To be a good listener, we must first cultivate an attitude of accepting criticism and a method of listening to opinions. First of all, we should judge what people say, not the way they say it; Hold your horses and don't make a judgment immediately before the customer has finished speaking; Learn to keep eye contact and listen to others; Prevent interference and always focus on customers; Let customers explain the situation clearly and let them fully understand their own needs. Don't show hostile tone, but ask questions in a sincere and talkative way. In a word, it is important to get feedback from customers in order to better evaluate their expectations.
Seven, smile is essential.
As the saying goes, "You can't say you have a complete set of work clothes without laughing", or as the cynic says, "Smile, smile makes people want to know what you want to do". But more importantly, it tells customers that they have come to the right place and are in a friendly environment.
8. Appreciate the differences between others and people.
In our daily service and reception work, most customers are pleasant, and a few people are obviously difficult to serve and love to make trouble. Everyone has a unique personality. Most people who find fault with us are people who don't like us. We should learn to accept this difference, but we should know that as long as we are good to our customers, they will feel friendly. This requires us to constantly strengthen language communication training, get rid of negative and arbitrary habits, and focus on your "freedom" (from inner dialogue) and the positive side of commenting on others. Don't make arbitrary judgments, such as "this guy is stingy to death" and "this customer is very price-conscious"
Voice: neither high nor low, neither supercilious nor supercilious, never asking the tone of customers.
Be polite
Be positive and don't have a guilty conscience. Remember that you are helping customers save costs and find more suitable products. You are helping customers, not begging them.
1 Phone cannot be too long.
What effect should I achieve by making phone calls?
Anyway, there are many things to pay attention to, and different customers can adapt at any time.
Voice: neither high nor low, neither supercilious nor supercilious, never asking the tone of customers.
Be polite
Be positive and don't have a guilty conscience. Remember that you are helping customers save costs and find more suitable products. You are helping customers, not begging them.
1 Phone cannot be too long.
What effect should I achieve by making phone calls?
Anyway, there are many things to pay attention to, and different customers can adapt at any time.
Key points:
First, enhance the appeal of sound.
Second, establish harmonious interpersonal relationships.
Third, the skills of asking questions.
The ability to ask questions in the sales process is directly proportional to your sales ability. Telemarketing is also sales, so this also applies to telemarketers. Therefore, as a telemarketer, we must strive to improve our ability to ask key questions to customers on the phone. Many sales representatives unconsciously ask questions on the phone. Why? The reason is that they never thought about how to help customers solve problems. All they can think about is their own products and how to get customers to buy their own products. So they don't know how to ask questions from the perspective of helping customers solve problems.
As an excellent telemarketer, you should be good at asking key questions to customers. Sales representatives who are oriented to help customers solve problems will always pay attention to what problems may exist in the current environment of customers and how their products can effectively help customers solve these problems.
But how can you fully understand the possible problems of customers? This requires asking all kinds of key questions to customers. So, if you want to be an excellent telemarketer, you must remember:
The ability to ask customers various key questions is directly proportional to the sales ability.
The way of asking questions
According to the perspective of questioning, questioning can be simply divided into two categories: open-ended questioning and closed-ended questioning.
1. Open question
Open-ended questions are topics chosen to guide others to speak freely. If you want to know more about customers' needs, you should ask more open-ended questions. The interrogative words that can reflect open questions are: what, where, tell, how, why and talk.
2. Closed questions
Closed-ended questions refer to those who choose a specific topic in order to guide the conversation and hope that the other party will answer limited questions. Closed questions are often reflected in interrogative words such as "can", "right", "isn't it", "will it" and "how long".
If you want to get some more specific data and information, you need to ask the customer closed questions, so that the customer can confirm whether you understand him or not. But in telemarketing, if you ask a lot of closed questions, it will cause a kind of pressure on customers, which is not conducive to your own information collection. Therefore, when you know the customer's needs in the early stage, ask more open-ended questions, so that customers can speak freely, and it is easier for you to get useful information and find new business opportunities.
Types of problems
When you communicate with customers, you need to ask them some questions, which can be divided into the following eight categories:
1. Judge the qualification of customers
According to your own sales target, ask some specific questions to the customer, and determine whether he is a customer who meets your target through the other party's answer. For example, you can ask this question: Some companies have adopted telemarketing. Do you have a telemarketer?
2. Customer's demand for systems or services
According to the customer's demand intention, use closed-ended questions to further clarify the customer's needs and obtain as much other information as possible. The question you ask can be: which is the most important for you, reliability, manageability and maintainability? Why?
Make a decision
Ask questions in a euphemistic tone to determine who is the client's decision maker. To make customers happy to answer your questions, ask them directly, "Are you in charge of this?" Obviously this is not a good way to ask questions. If you ask in another way, "Who else was involved in this decision besides you?" When customers feel that they are valued, things will naturally go relatively smoothly.
4. Budget
In order to successfully sell your products, you should know the customer's budget. If the customer's budget is low and you need to sell high-end products to him, the probability of success will be correspondingly low, and vice versa. There may be some difficulties here, because customers are generally reluctant to tell you what their budget is. We can start with other projects and gradually induce them to disclose some budget issues.
5. Competitors
The best time to ask about competitors' information is when customers mention competitors. Don't ask about competitors' information actively. Pay attention to the information of competitors mentioned by customers and analyze their advantages and disadvantages. If customers think that the shortcomings of competitors are their own advantages, it is very likely that they will attract customers by highlighting the shortcomings of competitors in the next conversation.
6. Time limit
Knowing the time limit of customer demand will help you to further formulate your own sales strategy. If the other person answers that you are not sure, it is likely that he has not really decided to cooperate with you. At this time, you should further guide him, such as hinting at the benefits of starting as early as possible and the adverse effects of delay, so that customers can make cooperation decisions as soon as possible.
7. Deal
That is, guide customers to make decisions and realize business. When appropriate, such as when the customer is satisfied or in a good mood, you can take the initiative to give the customer a hint, complete the signing procedures, and clinch a deal.
8. Provide your own information to customers.
Communicate the information that is beneficial to you to customers in an appropriate way, make customers feel that buying your products is a correct decision, improve customer satisfaction, and may also be of great help to your future sales work.
Questioning skills
The skills of asking questions are divided into the following four aspects:
1. prologue
The prelude is to tell the customer that answering your question is necessary, or at least harmless. If you want to ask sensitive questions that customers may not want to answer, using a prelude is expected to change customers' minds. For example, if you ask a customer a question about the project budget, most customers are unwilling to tell you. At this time, you can add such a prelude: "In order to recommend a most suitable scheme to you, I want to know the approximate investment level of this project?" Through the prelude, customers can be effectively reminded that I need to know the project budget, and customers will have some possibilities for positive answers.
Ask a rhetorical question
If the customer asks you a question and you don't know how to answer it, then you have two choices: ① seek truth from facts and don't pretend to understand; (2) Ask the customer in turn, and let the customer express his views on this issue. This is usually the answer he wants, and you just need to vote accordingly.
keep silence
If there is a long silence during the call, it will definitely cause a very embarrassing situation. But proper silence is also necessary. For example, after asking questions to customers, keeping silent for a short time can just provide customers with a necessary time to think.
4. Ask only one question at a time
Usually, you may need to ask several questions at the same time for the other person to answer, and he often remembers only one of them, or feels that it is impossible to talk. So it is the best choice to ask only one question at the same time.
Fourth, listening skills.
Verb (short for verb) expresses sympathy.
First, answer the phone
The purpose of answering the phone is to leave the customer's name and phone number, understand the customer's purpose of buying a house, the required room type and area, the customer's current location and housing situation, estimate the customer's intention, and finally try to impress the customer with the salesman during the conversation, so as to contact or invite him to visit the site.
The most important thing to answer the phone is to leave the contact information of the other party. There are several ways to leave home and mobile phone:
1, straight to the point: ask the other person's phone number directly after greeting. It can be said: "sir or madam, would you like to leave your phone number?" Or "sir or madam, please leave your phone number. We need to make a registration."
2. Interruption method: On the way to understand the product introduction, the customer suddenly asked questions, so that the customer didn't think much, and the natural phone number blurted out.
3. Finally, ask questions for easy contact: at the end of the climax of introducing products, ask questions before you introduce what he wants to know most, and he will tell you the phone number in order to know the situation.
There are some special methods:
1, pretend that you can't hear the phone clearly, and ask the other party to leave their phone number and call back.
2. Deliberately saying that a question is unclear. If you want to consult or ask the manager, please leave your phone number and contact again.
3. Say that you are not a salesman, and the salesman is very busy. Leave your phone number and get in touch (ask the salesman to call back).
Precautions for answering the phone:
1, don't blindly answer customers' questions, don't be led by customers, and be able to guide customers. The best way is for the customer to ask questions, don't answer them immediately, ask them tactfully, wait until he answers your questions, but be careful not to be aggressive.
Don't exaggerate and praise your real estate, otherwise it will be a fire.
3. Don't take too long to answer because of the large incoming electricity at the opening. Generally 1~2 minutes is appropriate. Ask him to come to the scene immediately after the inquiry.
4. Use short and attractive language to leave a good impression on customers.
5. Don't introduce all the information of the building to the customer on the phone. It's more attractive to him to keep it Do you want to know more? Please come to the scene.
6. It depends on whether he really wants to buy a house. If he suspects that he is a real estate marketer, he can call the manager or politely refuse to answer. You can say, "Look, the opening call is very busy, and we don't have many lines. If you want to know more, please come to the scene sometime. " Don't answer some sensitive questions, such as the occupancy rate, floor area ratio, basement area, total construction area, etc. I don't know if I'm a new salesman. Remember: everything published in the newspaper can be introduced, and the rest please come to the scene.
7. You can leave a foreshadowing when you answer the phone. If you don't answer the question, just say you ask him and give him an answer in two days, so that you can follow up later and have an excuse to call him later.
Invite customers to visit the website
The basis of inviting customers to the site is to leave a good impression on customers, and the precautions for inviting customers to the site are: don't ask questions selectively.
Exodus: Don't ask, "See? /span>。 When will Mr. Wang come (on site)? "
He will answer you: "I will come when I am free." "
Instead, ask: "? /span>。 Look, sir (miss), will you come on Saturday or Sunday? " Give him a limit.
He would reply, "I will do it on Sunday." You said, "Well, I'll wait for you on Sunday."
Example of telephone answering standard language:
"Hello, Mane (case name)!"
"? /span>。 Sir or? /span>。 Goodbye, miss. "
"Welcome to real estate."
Second, telephone tracking and invitation.
1, the significance of telephone search
When a customer comes to the sales site for the first time to learn about the product, it is generally not easy to make a decision or buy it. Unless your product is particularly suitable for him and the atmosphere at the site is perfect to promote the transaction, the customer will go back and reconsider. Comparatively speaking, at this time, tracking customers and even visiting at home will be an important means of sales. Don't expect customers to come to your house again. Of course, this situation also exists. The purpose of telephone tracing and door-to-door visit is to reawaken customers' awareness of buying our products and invite them to visit the site again, so as to conclude the transaction.
2. Customer tracking and visiting basically take two forms.
Telephone tracking, invite customers to the sales office to negotiate, if customers have no time or sincerity, visit directly. Generally speaking, the first method is used more. Before tracking and visiting customers, salespeople should fight a preparation battle. In other words, it is necessary to know in advance the contents reflected in customer records (call list, visitor list, sales staff A and B forms), including the time and place of first contact, customer name, region, age and gender, occupation and demand area, media interview, inquiry focus, etc. Find the breakthrough point (excuse) of communication from all records, such as: answering customers' questions; Introduce the advantages of this product in combination with the advertising content; Reasonable excuses, concerned about the current situation; Making customers feel guilty generally refers to those customers who have made an appointment but have not come to the scene.
3. Pay attention to several aspects when tracking customers:
1. When choosing the time and recording the phone number of the customer, pay attention to whether the phone number is home or company, and be careful not to track the customer too frequently.
2. effectiveness. Pay attention to tracking. The time interval cannot be too long.
3. You should prepare the content, sequence and rhythm to be expressed before making a tracing call, and at the same time, your tone should be crisp rather than intense, friendly rather than soft.
Salespeople should be full of confidence and patience.