Summary of Financial Telemarketing (1)
After studying and telemarketing, I realized that the most important thing in sales is how to communicate with customers. When you pick up the phone and want to call the customer, have you ever thought about what to say to the customer first? Customers will continue to talk to you, ask you a lot of questions, and then they will believe you and become your loyal customers and dependent customers forever.
You can see a person's quality and inner world best on the phone, and you can also show it clearly on the phone, no matter how you usually hide it. Then, every call we make should give each other a warm feeling or be kind and friendly. Your good image and the company's image will be conveyed to each other on the phone. I know that in today's increasingly fierce market competition, students who study telemarketing deeply feel that telemarketing is difficult. Especially after communication with customers is blocked, I think I have communication skills on how to do a good job in customer ideological work and strive for customers to finally choose our company's products. The following are some superficial understandings of telemarketing.
1, fully prepared, get twice the result with half the effort. Be fully prepared before each call. Appropriate prologue is the key to successful marketing, so you should prepare the corresponding marketing script before marketing. Psychologically, we must be fully prepared, have confidence in marketing, and have the belief that "I can achieve the results I want by phone"! .
2, simple and clear, clear meaning. Pay attention to simplicity and clarity during the call, and try to express the marketing business clearly in the shortest time to arouse the interest of prospective customers. When you speak vaguely and slurred speech, it is easy to make the caller feel impatient.
3. The speech speed is appropriate and the language is fluent. Speak properly, not too fast, so that the other party can not only hear everything clearly, but also help themselves to be alert and avoid saying the wrong thing without finding it in time. In addition, when you speak, your language should be fluent, your intonation should be as rhythmic as possible, and you should smile, because a smile will be reflected in your voice, giving people a sincere and pleasant feeling.
4. Give priority to listening, supplemented by speaking. Good communication should be based on listening and supplemented by speaking, that is, listening 70% of the time and speaking 30% of the time. Ideally, let the other person keep talking, and the more we listen, the stronger our control. In 30% of the speaking time, the time for asking questions accounts for 70%. The simpler the problem, the better. Yes, yes. Speaking with a comfortable attitude and a relaxed tone is more acceptable to ordinary people.
5, customer-oriented, clever complaints. In the process of telemarketing, customers often complain about our telecom. So, how to deal with complaint calls? First of all, remember that customers are the most important, and never have a verbal dispute with customers. Secondly, we must be clear about the root causes of customer complaints. Finally, we should patiently calm customers' hearts and turn hot potatoes into fingers. Under normal circumstances, problems reflected by customers that can be solved within their own authority will be solved immediately for customers; Problems that cannot be solved within the scope of their own functions and powers should be immediately reflected upwards until the problems are properly solved.
In short, telemarketing is by no means equal to making a lot of random calls and trying to sell a few products by accident. I think communication skills are very important if customers want to easily realize the value of telemarketing. Because the working hours are not long, the marketing skills are still immature. In the future work, I will work harder and learn from my colleagues more humbly. The way to acquire profound knowledge and lofty morality is so far away that I will wholeheartedly look for them from heaven to hell.
After listening to the teacher's class, I felt a lot! Small things make great things, details make perfect!
Treat customers, we use eight words to describe: smile, enthusiasm, _, self-confidence! Especially in the teaching work plan and communication with customers, we should pay attention to many details and the most basic words! We should all be fully prepared. As the saying goes, "Know yourself and know yourself, and you will win every battle".
Teacher Wang said to him, "The problem lies with our teacher."
Sales is a very interesting job, and it faces many challenges every day. The customer says "I'll think about it, think about it", which is a sentence that our sellers often hear. In the face of this sentence, some people will be very discouraged or depressed and feel that they have encountered a very difficult problem; Some people will be very positive and confident, and feel that they have increased their chances to challenge and improve themselves. Is there a problem? Still an opportunity? Depends on our own choices and definitions. And our definition of events is often the result we will get.
When a customer says I'm thinking about it, it actually means a lot, so please don't worry about not finding any answers. When a customer says he is thinking about it, maybe he really needs to think about it (really), maybe he is just a false excuse (fake), or maybe he is hiding something else (hint). Therefore, we sellers need to deeply analyze what kind of customers belong to, and then make appropriate treatment according to the specific situation. There is no fixed answer, but we sellers need to be flexible. A word is ever-changing, so we sellers need to listen carefully, actively explore, learn more about customers' real feelings, and then help customers make wise decisions.
If you want to make greater achievements in telemarketing, you must have professional and skilled skills! Telephone is a ubiquitous communication tool. For salespeople, telephone is also one of the best, most effective and convenient communication tools. We have received countless calls, but have we really noticed something that needs to be controlled on the phone? A phone call may last three to five minutes, ten minutes, or less than one minute. No matter the length of the call, no matter what kind of communication call, the communication process and precautions on the phone are basically the same. How to call us well? How to make good use of our telephone? This is very important for telemarketers.
In short, telemarketing is by no means equal to making a lot of random calls and trying to sell a few products by accident. To make customers easily realize the value of telemarketing, although I have not experienced it personally, I think communication skills are very important. This is what I learned after studying telemarketing.
Let's have enough confidence to do our own work and create our own stage!
Summary of Financial Telemarketing Work Part II
The year of 20__ is about to leave quietly, and it has entered our field of vision. Looking back on this year's work, there are ups and downs in general. Looking back, I have been working for 1 year since I first joined the company. This year, the whole working state is on the right track, and I have a more comprehensive understanding of the anti-counterfeiting label industry. Successful customers are also accumulating over time. At the same time, every time I successfully cooperate with customers, it is an approval of my work and reflects my work value in this position. But on the whole, I still have a lot to improve myself. The follow are my shortcomings sum up this year:
First: communication skills are not available. I contact different customers every day, but when I communicate with them, my speech is not concise enough and complicated. The ability of language organization and expression needs to be improved.
Second: the follow-up service for customers who have cooperated is not in place. Seeing that the number of successful customers is increasing gradually, although there are few big customers, I am still doing my best to protect every customer with my heart, so as to achieve the goal of changing from an intentional customer to a real customer.
Third: customer reports are not well organized. For our industry, there is a peak season and a low season. In the low season or near the holiday, we should make a summary of greeting customers, but I am not good enough in this respect. Indeed, reports are the seeds of hard work every day. Over time, you need to manage carefully, otherwise how can you bear the fruits of victory?
Fourth, the number of new customers is small. The successful customers I cooperated with this year mainly found customers through telephone sales, online customer service and other channels, but few customers were really found, which deserves my careful consideration. Part of the reason is that I never let go of any customer who has a strong intention to contact our company actively, so I spent most of my time contacting telemarketing customers, ignoring the intended customers I contacted.
Fifth, when you encounter professional or business knowledge that you don't understand, you are not good at actively asking leaders, and you didn't turn what you don't understand into your own knowledge on the same day.
To sum up, the above points are my shortcomings in this year's work, and I will improve them in my future work. There is a saying: smart people don't fall down twice in the same place. Of course, everyone wants to be a smart person, so I won't make the same mistake again and try to do better. I hope the company leaders and colleagues will supervise me together. A person is not afraid of mistakes, but he just doesn't know how to correct them, and I will make mistakes to correct them and turn my shortcomings into my own advantages.
I also want to think about my work plan for the coming year before my annual leave, as follows:
First: write a work summary and work plan every day of the week. Weeks end, months end. In this way, you can work with a goal instead of working blindly. And clear up today's work ideas, work more smoothly. At the same time, look at the mistakes and incomprehension in the work, consult the company leaders and colleagues in time and make improvements. Think more with your head.
Second: make a good customer report every day. And divide customers A, B and C well, and make detailed and clear customer follow-up and the next follow-up plan. At the same time, when you come to the company every morning, you should first take a look at yesterday's customer report, and then communicate with today's customers by telephone with pertinence and purpose. Do a good job of summarizing A, B and C customers, and strive to turn A-level intended customers into real customers. Turn B-level customers into A-level customers, and so on.
Third, set yourself a goal every week: try to contact at least one customer with strong intentions every day and cooperate successfully with at least 6 customers every month. Constantly reflect and summarize every day.
Fourth, strengthen business knowledge and professional knowledge. When communicating with customers, talk less and listen more, accurately grasp the needs and requirements of customers for anti-counterfeiting labels, and put forward reasonable suggestions.
Fifth: follow up key customers every week, constantly explore new customers every day, and maintain old customers every half month. List key customers and big customers in the report, and devote corresponding time to good customer relations. If there are any signs, report to the leader in time.
I believe that through my efforts and welcoming every day with enthusiasm, I will finally see the rainbow. I believe that the company will be better next year and my performance will be more promising than this year. I also hope that the experience and lessons from this year's work practice, after a period of reflection, will enable me to make new progress and improvement in all aspects for a longer period of time after the year, so that my work can be better, more detailed and more perfect. I hope my business volume will reach a qualitative leap next year.
Summary of Financial Telemarketing Work Part III
I have been living in China Life for some time, and I have made some insignificant achievements. I sent them not to gain the appreciation or sympathy of all my colleagues, but to share my experience and publicize my performance.
First of all, I think if you really want to do insurance well and for a long time, make money for yourself and improve the quality of life for yourself and your family, you must have the determination and perseverance to fight a protracted war! If you don't have this determination and perseverance, you will want to back down when you are rejected by others. Then simply give up insurance and change to a job that is more suitable for you! It is common to be refused insurance at first, but you get used to it. Now I am invincible. Haha, in fact, there are more setbacks, more experience, more methods and fewer rejections. In addition, we can also put ourselves in each other's shoes. Sometimes we go shopping and buy clothes. We often decide to buy in one of them after changing several stores. Didn't we reject the rest? We refuse others almost every day, and others are still alive. What's the big deal about people rejecting us? Don't be afraid to refuse, keep a considerable number of customer visits every day, and there will always be results slowly.
What has to be mentioned here is that the method is very important in doing anything. If it doesn't feel right, it's time to change your mind and find another way. For example, after years of struggle, most of my clients who refused me and didn't dump me have now become very good friends with me. Thanks to their help, I was promoted to a small supervisor of the company. Managing people is much more difficult than digging up customers. This is also a science. At first, it was chaotic. Either the customer information is lost and cannot be found, or the customer resources are taken away by the resigned salesman. The whole thing makes my head hot! Don't talk about the information age now? I just want to know if there is any software such as telemarketing system management. Can you help me? I didn't expect to find it online. Just like when I started my business, my team performance has also turned around here.
Secondly, I think insurance is a kind of screening work, or what we are doing is a kind of gold rush in the sand. We should quickly screen our visitors, eliminate a lot of sand and find our gold grains as soon as possible! Only when a person has the financial resources and the desire to participate in insurance can he become our real customer. Imagine if a family's gross income is only 25,000 yuan a year and there are children, how can you expect him to spend nearly 1000 yuan a year on insurance? Unless he's crazy! Therefore, when we visit our customers, we should not spend more time and energy on customers with insufficient financial resources and only enough income to make ends meet! This requires us to be very good at observation and analysis, and strive to judge whether the other party has the financial resources to buy insurance in the shortest time; In other words, the other party has the financial resources to buy any insurance, and whether this insurance is meaningful to him. If yes, continue to follow up, if not, give up quickly and change your goal. This is a screening job. My team doesn't do boring work like I used to. We will purchase a lot of high-quality customer information through various channels and import it into the telemarketing system in batches. Salespeople only need to wear headphones, keep a good mood and communicate with customers. Now the sales volume and sales volume are several times that of before. In this way, I think it is necessary to share with you the reasons. We have nothing to hide. It is also appropriate to make some contributions to our great insurance cause. Hey hey! Everyone laughed!
Thirdly, of course, personal professionalism is also very important. Although the current telemarketing system facilitates our work and improves efficiency. But diligence is still our attitude. Looking back on that year, I went there from morning till night, and in the wind and rain, I ran a dozen customers a day, but I was rejected n times, still full of energy. The area I have been to is gone forever. Many people know that I am an insurance boy. Alas, years make people old. Teenagers in those days are now middle-aged and have great responsibilities.
Although telemarketing has changed the sales model of our insurance industry in the past. In fact, it can't be simply said that it has changed, it should be said that it has been optimized. However, our enthusiasm and hard-working attitude cannot be reduced, although people's insurance awareness has improved now. It is not enough for a customer to visit once. We need to follow up again and again to scrutinize his needs. Of course, the method is also very important to us, which has been emphasized above. You can't chase customers to buy insurance all day, you will be complained. If you want to blur your sales concept, you have to slowly tap each other's needs, just like falling in love with customers. For example, always care about the customer, let him think of you, and let him know that you sell insurance. It is enough that he will find you when he needs it. In addition, advanced working methods and tools are also necessary.
Summary of Financial Telemarketing Work Part IV
I have been in our company for some time. At the end of 20 19, I will sum up the experience and shortcomings during this period so that I can correct them next year.
First of all, I want to thank _ for giving me a chance to exercise myself. Translation company, an industry I have never been exposed to, is strange and fresh to me, but I feel sacred while looking forward to it. My understanding of it is: unattainable, out of reach. A place where only knowledgeable and proficient people can stay.
The arrival of the beginning made me feel too sudden, but I couldn't accept it at once. With the help of my colleagues, I gradually adapted to it. The company is a newly established company, and clerks can't just do paperwork.
This is very challenging for me. I still remember that when my colleagues made a lot of phone calls, I dared to make the first phone call. At that time, my hand holding the phone was shaking and I was praying that no one would answer the phone.
But this is not what I expected. I answered the phone there, and suddenly I didn't know what to say: I went to Wubang when I first thought about it. I don't know how I ended that phone call. Now I think about it. It was really stupid.
Telemarketing may also be the most difficult and challenging of all sales; I am also a proud person, and rejection from others will always hurt my self-esteem. But if you want to cross this threshold, you must lose face. Although the face is your own, it is given by others. So I try to ask others to give me face and business.
To tell the truth, at that time I regarded myself as a hero who was "forced" to go to Liangshan. I call every day and make a lot of calls to let myself be rejected and learn to bear it. Of course, in this process, I did "know" several good interested collaborators.
After a while, I realized that I had made a lot of phone calls, but few people contacted the business, almost none. If you think about it seriously, it seems that you can't say that your mistakes are too big. People are so disgusted with telemarketing that they hang up when they hear it, or make a polite phone call (no one knows if they really remember it).
Calling means losing face, being rejected, and making yourself suffer too much psychologically. So I am looking for another way of thinking-network. We are often online, why not use the internet to contact? It can make people relax in the intense work, talk a few words of gossip, and it is also very likely to talk to some customers.
In this way, because I am a netizen, I feel very close and will not refuse you, at least I will consider you. Often online, contact is very convenient, do not call, do not bargain in front of so many colleagues, it seems that you are very stingy.
Bargaining is an art and patience is indispensable. Nowadays, many people love to bargain, even if the price is reasonable, they will bargain if they are used to it. No matter who says a price, both parties want the other party to accept it directly, and the phone will make people have no buffer time; On the other hand, the network is different. It buffers time, can speak in a relaxed tone, and is easy to accept. Even if it is wrong, it is easy to explain it clearly on the internet and let the other party accept it, but the phone number is different. People often like to talk on the phone.
So I changed my strategy and looked for customers online. You really don't say that people can not only accept it online; And even if you don't need a foreign language, I will introduce some customers to you.
It's much easier to communicate, and it's also convenient to talk, just like talking to a familiar netizen. People don't mind. I really like this way of communication. It turns out to be very effective, at least compared with telephone sales, I personally think the transaction rate is slightly higher.
Summary of Financial Telemarketing (5)
How time flies! Unconsciously, I have been in _ _ _ for half a year, and I have been doing telemarketing in the customer service department. Looking back now, it's like when I applied for the customer service department of our company yesterday, but during this time, I learned a lot and matured a lot.
Many people may think that the work of customer service department is simple and boring, and it is defined as after-sales service. Actually, it is not. The customer service staff of _ _ _ also need to know a lot of knowledge, such as nutrition, _ _ and communication skills. The process of doing this job will also affect personal character and improve psychological quality. No matter what major you have studied and what job you have done before, you must learn from scratch when you come to our group. Standing on the same starting line, we can truly understand the endless truth of learning.
Every customer service telemarketer must pay regular health visits to new and old customers in Yi Ming. Facing the repetitive work every day, our telemarketers should do their jobs well. First of all, we should have patience and sincere working attitude. In this information age, the market competition is very fierce, and it is not surprising that competing companies will call their customers back. Many customers may receive one or more return visits every day. How can we make them interested in our service?
First of all, we must understand that in the process of communicating with customers, although not face to face, our tone and expression can be felt by each other. A weak or expressionless conversation may lead to ignoring you or even refusing to listen. On the contrary, your smiling service makes the other party feel kind and brings us closer to our customers. Also, in the process of communication, we should grasp the topics that customers are more concerned about.
Compared with telephone call back, answering the 400 hotline has made me more patient, and in character, it has also let me throw away my previous anxiety and immaturity. Many times, I can't stand the emotional venting of customers at first. My mood will also be excited with the scolding or even swearing of customers, and sometimes I will raise my voice.
Gradually, I learned to think from the customer's point of view and from the other's point of view, putting myself in the other's shoes and not intensifying contradictions. Many times, customers just want to vent, and the more they talk, the more angry they get. In fact, it is not as serious as the customer expressed. To keep a calm mind, first learn to listen patiently and appease customers, understand the ins and outs of the incident, analyze it with customers, and solve the problems reflected by customers as soon as possible.
When you meet unreasonable customers, you should also learn to analyze and sum up experience with your colleagues and encourage each other. On the one hand, you can relax yourself, on the other hand, you can prepare your colleagues, solve problems for customers as soon as possible, and prevent entanglement. In many times of tempering, we are slowly growing and maturing, learning to adjust our emotions and treat our work and life with a positive and optimistic attitude. We have been wronged and want to cry, and we have been angry and want to vent. However, we didn't give up in the end, and tempering is the most important driving force for success.
The _ _ _ _ market is getting bigger and bigger, more and more customers choose _ _ _ _ _, and the questions about customer consultation are becoming more and more professional and profound. At this moment, we urgently need to learn more and more professional things by ourselves. Therefore, we use our spare time to study related books and consult related maternal and child websites to enrich ourselves. Then customers call the hotline, seeking not only guidance, but also complaints and suggestions about the content, products, activities and service attitude of the future market. We will do better after continuous charging.
Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of leaders and the unity of colleagues. In this big school, we exercise ourselves, improve ourselves, learn from each other and learn from each other. More importantly, we are also the window of the company. We must constantly improve and keep up with the development of the company. I believe our customer service department will be more and more excellent.
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