The working method of telemarketing, the most important thing in selling this position is good communication skills, which can make customers interested in products through language expression, and then buy products. Although it seems simple, there are words and routines in it. Here are some working methods of telemarketing.
Telephone sales method 1 1, you must thoroughly understand the project and service.
Every telephone consultant must have a thorough understanding of the hospital's projects or services, including the advantages, functions, uniqueness and so on, before calling customers. If you don't know the project, how can you get customers to buy it?
2. Control a conversation mode that you are very familiar with.
As a telephone consultant, you must be fully prepared before dialing: what to say at the beginning, what to say next, what to answer if the customer asks different questions, what questions the customer may ask, and how to guide the customer's interest in the project.
Obviously, you can't keep customers waiting on the phone for a long time without responding. If so, the other party will hang up without hesitation. A potential customer will be wasted because of your slow response.
3. Sweet talk and learn to respect.
Proper appellation can improve the taste and quality of telephone consultants. Generally speaking, men are called "gentlemen" and women are called "ladies". If you know the specific position or position of the customer, you can address the position and prefix it with the customer's last name, such as "Teacher Chen". In addition, telephone consultants should also master the following common languages. Polite: "Excuse me, please!" "Sorry to bother you." "Thank you very much!" "Sorry", "Delay", "Interruption" and "Help"
Speech skills of telemarketing
Three tips for the first call:
Sales tip 1: Let the customer say yes, and don't give the customer a chance to refuse.
You can mention your product in the first phone call, but don't ask the customer if he needs your product, because the customer is very wary of you in the first phone call. As long as you ask him if he wants it, he will probably answer no at once and then hang up.
You can ask customers some affirmative questions, and salor will ask me: Has Internet e-commerce developed rapidly in recent years? Of course my answer is yes, that's all.
Sales tip 2: At the end of the call, be sure to find a reason for your next call, so that the next call can go smoothly. Every time you increase communication, the chances of closing a deal will increase.
Sales tip 3: When leaving the customer's mobile phone number, make sure that the other party has a record, so that if the customer really needs it, it can ensure a smooth contact with you.
After salor left me her phone number, she asked me to give her phone number again. Most people just write it down or perfunctory. When she asks, the customer must remember the number.
Follow-up the next day (already laid on the first day):
Five skills used in the next day's sales:
Sales secret 1: a true lie, which is the core and most important part of the sales process.
What is a true lie? The real lie is the fact that you can associate with a certain enterprise, but the fact that you associate with it is not a fact.
Telephone sales method 2 1. Direct opening method
This method is that the salesperson directly explains his purpose on the phone, which is concise and to the point.
"Hello, is that Mr. Zhu? I'm Tian Ming, the medical consultant of Company A.. Excuse me, our company is doing market research. Can you do me a favor? "
"Never mind, what is it?"
"Then I'll call you back in an hour. Thank you for your support. " Then, the salesman should take the initiative to hang up the phone. When an hour later, I called "Hello, Mr. Zhu! My surname is Tian. You asked me to call an hour later ... "At this time, it is not convenient for the customer to stop talking with the salesman, but to listen to the salesman so as to communicate with the other party.
2. Introduction by others.
This method is that the salesperson tells the customer that one of his friends introduced the other party to him. At this time, because there is a person who is familiar to both sides in the middle, it is easy to attract customers' attention.
"Hello, Mr. Zhu, I'm Tian Ming, a medical consultant of a company. Your good friend Qiu Hua is a loyal user of our company. He suggested that I call you. He thinks our products are more in line with your needs. "
"Qiu Hua? Why haven't I heard him talk about it? "
"Are you? I'm really sorry. It is estimated that Mr. Qiu has not had time to introduce you recently for other reasons. You see, I am anxious to take the initiative to call. "
"It doesn't matter."
"I'm sorry about that. Let me briefly introduce our products to you … "So, let nature take its course, the salesman and the customer chatted on the phone.
3. Self-reported opening mode
This method is to introduce yourself directly on the phone, tell the other party that this is a "sales call", and then adjust the speech according to the customer's reaction.
"Hello, Zhu, I am a medical consultant of Company A. However, this is a sales visit. I don't think you will hang up right away! "
"Selling products, specifically deceiving people, I hate people who sell!"
"What products are you going to sell?" If the customer asks this question, the salesperson can directly intervene in the product introduction stage. If the customer doesn't answer like this, we will communicate according to the normal next words.
"Then I really have to be careful not to let you add another annoying person, hehe."
"Ha ha, young man, it's quite humorous. What products are you going to sell? Tell me about it. "
"Well, our company's medical expert group recently conducted a market survey. I wonder what you think of our products? " This way, the two sides on the phone will naturally talk.
4. Deliberately find fault with the opening method
This method is that the salesperson deliberately pretends to call the customer. When a customer denies that he is not the person the salesperson is looking for, he may have an old customer with the same name and then chat with the customer.
"Hello, Mr. Zhu, I'm Tian Ming, the medical consultant of Company A.. How have you been recently? I wonder if you still remember me? "
"Well, who are you?"
"Well, our company mainly sells certain products. You called us six months ago to buy, and we provided you with some trial products. I'm calling you this time just to ask you what valuable opinions and suggestions you have for our products? "
"You have the wrong number. I didn't use your products. "
"Can't, is it my customer return visit file record is wrong. Excuse me, what brand of beauty products are you currently using? "
"I am using a certain brand of beauty products now ..." So the salesman communicated with the customer.
Pretend to be familiar with the opening method
This method is that the salesman deliberately pretends to know the customer, and after the customer denies it, the salesman takes the opportunity to intervene in the product introduction stage.
"Hello, Mr. Zhu, I'm Tian Ming, a medical consultant from Company A. How are you recently?"
"OK, and you are?"
"No, Mr Zhu, you are too forgetful. I'm Tian Ming. Pay attention to your health under pressure. By the way, you have used our beauty products. Do you think the effect is good? Recently, we just launched a joint service package. I wonder if you are interested? "
"You may have the wrong number. I didn't use your products. "
"I can't go wrong with the customer's return visit documents. Mr. Zhu, I'm so sorry! May I introduce our products to you and provide some services? "
"I can see that you are very concerned about users. Tell us about it." This opens the door for the next communication between the salesman and the customer.
6. Conformity psychology open method
This method is that in the opening remarks, the salesman lists several public figures to stimulate the customer's herd mentality, so as not to let the customer refuse to answer immediately.
"Hello, Mr. Zhu, I'm Tian Ming, a medical consultant of a company. Our company specializes in the sales of anti-aging beauty products. I'm calling you because our products have successfully helped many people and achieved the effect of quickly delaying aging (you can list some public celebrities such as stars to amplify social effects). I would like to ask which brand of products you use for anti-aging beauty? "
"Are you? I am currently using a brand of beauty products. " In this way, salespeople and customers will have more topics to talk about.
7. Open methods to create anxiety
This method is that the salesperson introduces some worrying and concerned topics in the opening remarks to attract customers.
"Hello, is this Mr. Zhu?"
"Yes, what is it?"
"I'm Tian Ming, a medical consultant of Company A, and the reason I'm calling you is that many customers have reported that most of the current beauty products are temporary solutions, and once they stop using them, they will rebound immediately. I want to ask you what you think of this issue. "
"Yes …" Next, customers may naturally talk about their own views.
"Sorry, I don't know."
"What brand of products is Mr. Zhu currently using?" So as to continue to communicate with customers through familiar topics.
In short, the salesperson takes effective telephone opening remarks, aiming to make customers interested in the telemarketer and the conversation content in the shortest time, so as to facilitate the conversation to continue, instead of hanging up the phone quickly, so that you can't get involved in the sales topic.
Method 3 of telemarketing should first have a thorough understanding of your products/services.
Clear your mind before dialing; Must have a full understanding of the company's own products. The so-called full understanding, that is, including the basic performance, unique functions and advanced functions of similar products, must be fully understood. If you don't even know your own products, how can you introduce your products to customers?
Second, master a dialogue mode that you are very familiar with.
That is, what to say at the beginning, what to say next, and how to answer if the customer asks different questions. What questions customers may ask and how to guide customers' interest in products. As a telemarketer, you must be fully prepared before dialing. After the phone call, you should concentrate on communicating with customers. Of course, the above process should be done in one go. Don't keep the other party waiting for a long time without responding. If so, the other party will not hesitate to hang up. A potential customer will be wasted because of your slow response.
Third, learn to respect.
Proper address can improve your taste and quality as a telemarketer. Generally speaking, men are called "gentlemen" and women are called "ladies" or "ladies". If you know the specific position or position of the customer, you can address the position and add the customer's last name in front of it, such as ",","Minister Chen" and "General Manager Li". In addition, telemarketers should also master the following common languages. Polite: "Excuse me, please!" "... sorry to bother you. ""thank you very much! " Sorry, delayed, hindered, disturbed, please, and please give me some advice. "Please support." "Help", "understanding", "support", consult, excuse me, excuse me, I've heard a lot about you, nice to meet you, please, and leave.
Fourth, learn to take communication records.
Telesalesmen should learn to take phone records after starting telephone communication. Our telemarketers have an average of 150-200 valid calls a day. If you don't keep a good phone record, you won't be able to follow up these customers who have called for the second time in the future.
It is a very good habit for a telemarketer to record the details of the call. When you follow up the phone, take a microphone in one hand and a pen in the other, and record the useful and important information you hear at any time. If you don't listen clearly, you have to let the other party repeat it, which will make the other party feel that you are dealing with your own work, and if you don't listen to him carefully, it will make the customer feel disrespected.
Fifth, we must learn to report skillfully.
Let the other person remember you immediately after listening, so that you will save a lot of time and cost when you follow up for the second time in the future. When the other party picks up the phone, you should say hello politely and then report home. You shouldn't speak too fast or too slowly. The ideal speech speed is 240 bytes/minute. When you speak, you should enunciate clearly, and your pronunciation should be full of gas.
If you feel short of breath, don't stay up late at ordinary times, soak more ginseng water, or do more long-distance running, swimming and other sports, which is of great help to increase your vital capacity. If the other person also signs up, you must write it down. In the next conversation, you can call each other by their first names from time to time, which will make customers feel that they are highly valued and bring you closer to them.
Sixth, quickly enter the topic of conversation.
You can quickly enter the conversation topic after signing up. Time is precious to telemarketers and customers. No one is interested in listening to a stranger's rambling nonsense from time to time. You should inform customers of the company's products or services as soon as possible. It is particularly important to note that you must inform your customers of the advanced and outstanding features of your products/services at the first time.
The principle of changing body thinking is to overcome various psychological obstacles in communication. You call others to provide them with excellent products/services, not to make money. Many telemarketers often encounter such psychological obstacles in communication, which leads them to work with guilt, which is a very negative emotion.