20 15 telemarketing skills and vocabulary 1:
Analyze the consumer psychology of customers.
Consumption refers to the act of consuming material materials to meet people's material and cultural needs, which is a necessary condition for people's survival and development. Demand refers to people's desires or demands for certain things.
People's consumption demand for clothing is divided into two aspects: physiological demand and psychological demand. Physiological demand, also known as instinctive demand or natural demand, is a demand formed by people in the process of their own development in order to maintain life and maintain human physiological balance. For example, wear clothes to keep warm or protect your body. Psychological demand is an advanced demand for improving material and spiritual living standards. It is restricted by historical conditions, social systems, nationalities and customs, which embodies human sociality and is the result of the development of human society.
1. What are the characteristics of consumer demand?
Consumption has many characteristics, and understanding these characteristics is conducive to understanding consumer demand, and it is possible to promote purchase. Demand is changing with the fashion trend of clothing, social progress, economic prosperity and other factors. Although consumer demand is influenced by many factors, it has certain regularity and characteristics.
(1) Driving force When a certain demand arises, it produces a psychological sense of tension and discomfort. This kind of tension has become an internal driving force, driving people to seek goals and countermeasures to meet new demands and forcing people to engage in various purchasing activities to meet this demand. This feature is most prominent among impulsive consumers.
(2) Diversity Because consumers have differences in physiology, psychology, economy, culture, nationality, customs and habits. Therefore, the needs of consumers vary widely. Even the same clothing, different consumers have different requirements for its specifications, colors and quality. With the continuous improvement of people's living standards, consumers' aesthetic concepts are gradually developing towards personalization, which requires the diversification of the clothing market. Gone are the days when a single style triggered a consumption craze.
(3) The needs of selective people are diverse, and the demand experience that has been formed enables consumers to choose the content of the demand. Consumers will re-select their consumption needs according to their consumption experience, personal hobbies, cultural literacy and economic income. The improvement of the selectivity of clothing products also puts forward higher requirements for the professional quality of clothing shop assistants.
(4) Fashion With the continuous development of society and the high progress of material civilization, the consumer demand of consumers is constantly changing and updating. Clothing is a fashionable commodity, which changes with fashion. When consumers buy clothes, they will first consider its fashion. When the basic functions are fully satisfied, whether the style is fashionable or not will become the main factor of purchase.
(5) The continuity of consumer demand, also known as periodicity and infinity, means that consumer demand is continuous? Meet again and again. Meet again and again? The state of cycle after cycle. People's needs are endless, because people's survival needs will never be fully met, thus prompting people to constantly carry out activities to meet it. Once the old needs are met, there will be newer and higher-level needs, and consumers who achieve their goals will set higher goals for themselves. By observing the quality of customers' clothes, the clerk will consider whether to give customers advice on changing into new clothes.
(6) Satisfying consumer demand is relative, but never satisfying it is absolute. The satisfaction of demand refers to the satisfaction standard reached by demand at a specific stage. The relative satisfaction of consumer demand depends on the consumption level of consumers. People's consumption demand is relatively satisfied with the development of society, the change of economic situation and the improvement of aesthetic concept. This relative satisfaction hinders new consumption, and various promotional activities of clothing stores hope to keep pulling by stimulating desire.
(7) The formation and development of developmental consumption demand is closely related to the level of social productivity. The change of demand changes with the improvement and progress of social productive forces, and the demand develops and changes from low to high, from material to spiritual, from simple to complex. Individualization of consumption is also the inevitable trend of the development of consumer demand. The richer the consumption content, the greater the level change of consumption demand, the higher the demand level and the stronger the consumption selectivity, the more personalized the consumption life can be promoted. Demand is endless, and it is infinitely developing. Development has also intensified business competition.
(8) Targeted people's needs always contain a certain content or a specific thing. Without concrete things and concrete contents, there will be no demand. But for specific needs, it has very clear goals. Consumers' needs have certain targets, and they will not imagine the demand targets out of thin air. In order to meet consumer demand, clothing stores will try their best to help customers find the objects they need.
(9) Competitiveness In a certain period of time, consumers will have a variety of needs, but only the strongest and most urgent needs can be transformed into motivation and become the main leading force in action. Therefore, there is a kind of competition between the various needs of consumers, and the competition will be met. For example, in the case of limited economic conditions, a family will have certain demand competition for the elderly, children, wives and husbands when buying clothes. The result of competition is a decision, which will be immediately transformed into buying behavior.
(10) Flexible clothing has strong fashion and selectivity, which brings great flexibility to consumers' needs. The quantity and quality of clothing purchased by consumers often change with the changes of purchasing power, fashion trends and price factors. Scalability is also manifested in? Do you want to buy it or not? In the process of thinking.
(1 1) induced consumer demand is not innate, but is induced by acquired external influences and external guidance. Due to the influence of advertising, commodity display, shop assistant introduction, groups, relatives and friends, consumer demand has changed or shifted. , and has never been ready to buy or unwilling to buy has evolved into a realistic buying behavior. The weekend system gives many people more time to go shopping. Sometimes they don't know what they want to buy, just looking, which also provides opportunities for businesses to make a deal.
(12) With clothes and accessories, the uncoordinated collocation gives people a sense of neither fish nor fowl. Therefore, when people buy a certain kind of clothing, the first consideration is whether it matches other decorations. Clothing collocation includes tops and bottoms, underwear and coats, clothes and clothing.
(13) complementary consumers' demand for clothing is complementary. In the market, people often see that the sales of one kind of clothing are decreasing, while the sales of another kind of clothing are increasing. For example, the clothing growth of natural fiber fabrics will reduce the clothing of chemical fiber fabrics, and the popularity of long skirts will affect the sales of short skirts. This requires clothing stores to seize the opportunity to launch marketable clothes purposefully and in a planned way according to the market development trend.
20 15 telemarketing skills and vocabulary 2:
If telemarketers don't have a certain number of customers, they should honestly look for reasons from themselves. Why can other salespeople have a large number of customers and you don't? It's not that you are not sincere enough, that you are not polite (more exciting in the school channel of World Factory Network), that you don't have certain telemarketing skills, that you can't deal with customers well, and that you can't conquer customers psychologically! The following are some telemarketing skills I summarized for you, hoping to help your sales work!
There are many kinds of marketing, among which telemarketing is a very common method (more exciting in the school channel of the world factory network), and telemarketing also has telemarketing. Tip, mastering telemarketing skills is more effective than making a hundred random calls.
1, recorded 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 is also convenient for you to follow up the situation by phone later.
Step 2 sign up for employment
When you find the person you are looking for (sometimes you know that he is in charge of this matter (even more wonderful is on the school channel of the World Factory Network), 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.
Step 3 get down to business
In a telephone conversation, don't? Hehe hehe? Drag slowly (the school channel of the World Factory Network is more exciting), and get to the point immediately after introducing yourself and me, so as to speed up the business conversation. Because time is precious, others may not have time to listen to your nonsense. According to the products of your own service company, understand the situation of the other company and find the demand; 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.
4. Avoid transferring calls to others.
Try to handle incoming calls yourself and transfer them to others as a last resort. At this time, you should explain the reason to the other party and ask for forgiveness. Before you make such a decision, you should make sure that the other party wants you to transfer the call to someone else.
5. Avoid long telephone interruptions.
If you are on the phone, the other party asks you some questions that you can't answer (more exciting on the school channel of the World Factory Network) and you want to stop your mobile phone to check some information, you should act quickly. You can also politely say to each other first:? Would you like to wait for a while? Or should I call you back later? When asking the other party to 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:? Sorry to have kept you waiting. ? To get each other's attention.
It is acceptable for the person who answers the phone to politely ask the other person to wait a moment when he needs to consult information (more exciting in the school channel of the World Factory Network). If someone calls while you are on the phone, you can choose the right words to make the other person wait. Then I picked up another phone and said, can you wait a minute? I'm answering the phone? Or? Can you leave a phone number and I'll call you back later? . If the caller is just a trivial matter, you can immediately refuse, and then quickly transfer to the first call, this person will realize that you attach great importance to him and speed up the discussion in your.
6. Track phone calls to promote transactions
After you introduce the product to the other party, the other party may say 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 are serving him, not asking him to give you money, so you should be neither humble nor servile in business.
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