How to improve telephone communication skills (1) is enough. First: after dialing the customer's phone, if no one answers, discharge the phone in time. Maybe your customer is on another phone, or the customer can't come to the phone now. If your phone keeps ringing, it will increase customers' resentment. Second: the first contact with customers should not be too intimate and casual, and the time should not be too long. Generally, it is enough to say hello and tell each other who you are. Third: don't let the customer feel that you are selling for the first time. Don't even talk about anything about the bank except introducing yourself. Fourth: If you want to meet, you'd better mention it on the second phone. You can ask politely when the other person is free first, and if it is convenient, can you make an appointment for afternoon tea (or other light items).
Telephone contact is the best way to communicate with customers for the first time, which can not only make customers feel that the account manager really exists, but also avoid the embarrassment caused by customers' refusal to communicate.
(2) Clear statement: First of all, on the phone, self-introduction or statement must be short and clear, highlighting the main issues. Let the other party understand your words easily in the shortest time. Most effective customers are very busy and cherish time like gold. They have a choice about external things, and this choice is often judged intuitively in a very short time. If you procrastinate and don't express clearly, it will give the other party a feeling of confusion, which will lead to psychological rejection and bring obstacles to further communication. Second, before picking up the phone and dialing, get into the habit of simply sorting out your thoughts and know what to say and how to say it.
(3) Calm state of mind: When talking with customers for the first time, you should be fully prepared psychologically, and keep a calm state of mind from the perspective of making friends with customers, taking into account both the possible positive reaction of the other party and the possible indifference of the other party. This good attitude will be revealed in your language and tone. Although we have never met, the other party will feel confident and calm, thus leaving a good impression.
The process and skills of telemarketing prologue. Through data cleaning and feedback, we can learn some customer information, or bypass the driver and communicate directly with the target customer by telephone. That is, enter the opening process.
When a person hears a strange phone call, there are always the following questions.
Who are you?
How do you know my information?
What do you want from me?
What good is this thing for me? Wait a minute. So, the first technique of opening remarks is:
Tip 1: Say the first sentence well and build initial trust.
The skill of opening remarks is to solve these doubts in customers' minds. Only if your opening remarks can solve these doubts in the hearts of customers can you continue. Among them, the first sentence is very important, usually it shows how I know you. For example, when an insurance company cooperates with the credit card department of a bank, the first sentence is usually:? Hello, is this Mr. Stephen Chen? I'm Mr. * * from the customer service center of China Merchants Bank. Do you have time now? I want to pay you a return visit. . Because I am a credit card user of China Merchants Bank, it is possible to continue the conversation.
In this dialogue, the success of insurance companies stems from the good reputation of China Merchants Bank, which used one of the database sources. If you don't have a reputable database, the easiest way is to greet the customer directly and tell him the contact information. For example, I once received a phone call from Baidu to sell me Baidu's bidding ranking service. That's how she started with me.
Excuse me, are you Mr Stephen Chen from Barry Consulting?
I am. Where are you?
Miss Chen, my name is Liu Baoxia. I didn't know your contact information until I saw your article on the Internet. Is it convenient for teacher Chen to talk now?
Oh, I see. what can I do for you?
At this point, I thought it was consulting customers. No matter what she said later, at this point, it should be said that her opening remarks were successful.
The practical skills of telemarketing communication are usually short, usually in 3.5 to 4.5 minutes. In the opening remarks, the benefits brought to the target customers should be briefly summarized, and the target customers should appeal for benefits according to different positions.
People at the decision-making level, such as the general manager level, are troubled by financial figures every day. Concerns can be expressed directly from figures or operational KPIs. The growth of sales and profits, the reduction of costs, the improvement of unit operating efficiency, etc. In addition to the operation of his own enterprise, he also pays more attention to the dynamics of competitors, his influence in the industry and so on. Therefore, in a short time, you must skillfully organize your opening remarks and tell the reason why you want to find him. When he asks you: What can I do for you? You must sum up the benefits your products and services bring to him in one sentence. ? Hello, Mr. Liu, our company is a consulting company to help enterprises establish telemarketing system and improve profit level. At present, in your industry, the name of so-and-so opponent is also our long-term strategic customer. I'm calling you today mainly to let you know about our service, communicate with each other and discuss the possibility of cooperation. Do you want to know how rival companies quadrupled their performance in three months after using our service?
Management, such as the department manager, pays more attention to the evaluation index of his department, the rights of his department, such as the training budget of his department, and his personnel problems within the organization, such as the support of other departments and the views of his immediate supervisor. So when you communicate with these people, don't directly communicate the impact of your services and products on the whole company, because even if your products are no matter how good, they will at most play an upward recommendation role. The correct way is to enter their choice range first, and then provide him with all kinds of help within his power. So in the opening stage, as long as you first explain that your service is the choice of many enterprises, let them make a reference, and then have the opportunity to continue to follow up, this skill is really effective. Unless you meet a purchasing or department manager who is considering changing suppliers. Congratulations. Good luck.