Telemarketing skills
1
Telemarketing has become a popular sales method in modern times, and everyone can pick up the phone, but it is not a simple matter how to communicate well with each other by phone and reach the sales intention.
First of all, we must overcome our inner obstacles.
Some people call because they are worried that the other party will refuse. After being rejected, they didn't know what to do, so they just hung up. Some people even hope that the phone will hang up soon and no one will answer. They always think from the perspective of the receiver and imagine how he will refuse you. If you think so, you will be rejected by two people. Then the phone will not receive the expected effect. There are several ways to overcome inner obstacles:
(1) Keep a good attitude. In sales, rejection is normal. What is abnormal is that no one refuses us. In that case, we don't need to run business. Have 200% confidence in your products and services, and be very optimistic about the market prospects of your products. It is their loss that others don't use or need our products or services. At the same time, it summarizes several advantages of its own products.
(2) Be good at summarizing. We should thank every customer who refuses us. Because we can learn from them why we are rejected. After each call, we should record the way they rejected us, and then we will sum up how to solve similar problems next time. The purpose of doing this is to make us confident enough to solve common problems again, without fear or fear.
(3) Take a little time to study every day. The more you learn, the less you know. The purpose of our study is not to reach a certain height. But give yourself enough confidence. Of course, learn selectively, and don't learn everything you don't know. Before making a phone call, you can write down the key words you want to express to your customers on paper to avoid being "incoherent" because of nervousness. If you type more, you will naturally mature.
Second, make clear the purpose of calling.
The purpose of calling customers is to promote products. Of course, it can't be done by a phone call, but our phone call should be effective and can get valuable information. If the person who answers the phone happens to be the person in charge, then we can directly introduce the company's products to him, communicate by telephone, send him product information emails, and make an appointment to visit. If he is not the person in charge, he must try his best to get the name, telephone number and other information of the person in charge, and then contact him to send an email and make an appointment to visit. Therefore, calling customers is not the purpose, what we want is to contact our target customers, get interview opportunities, and then complete our sales.
Third, the collection of customer resources.
Since the purpose is clear, it is a question of who to call. Telemarketing in any industry starts with selecting customers. The key to the success of telemarketing lies in finding the right target, or finding enough effective potential target customers. If you can't even do this, then you can't create any good performance at all. In the process of telemarketing, choice is always more important than effort. Finding the right target at the beginning doesn't mean that you can produce sales performance, but at least you get an opportunity and get a good start.
There are three conditions for selecting customers:
1, with potential or obvious demand;
2. Have a certain economic strength to consume the products you sell;
3. The contact person should have the decision-making power and be able to make the final decision.
Because our products belong to high-end products, the consumers are mainly middle-and high-income people, public money consumers and celebrities. These people are mainly concentrated in IT industry, consulting industry, entertainment industry, real estate industry, publishing industry, medicine industry, automobile industry, media industry, communication industry, study abroad agency, civil aviation industry, financial industry, government and institutions. When developing customers, we must collect personal information and corporate procurement in these industries.
Four, the front desk or switchboard communication
After the information is collected, it is the telephone contact. At this time, you will find that many calls are made by the company's front desk or switchboard, and the person who answers the phone is not the person you are looking for. A large set of sales speech prepared was rejected before it was said. We must find ways to bypass these obstacles and the front desk speech: 1. Look for the boss's name when looking for information, and look for the boss directly when calling.
2. Prepare more telephones of this company, make calls with different numbers, and different people will have different reactions when answering them, so the chances of success are higher.
3. Just turn to the extension and ask again (don't press 0 to turn to manual), and you may turn to the salesman or the personnel department, so you can avoid the front desk.
If you think this customer is promising, don't give up. You can find another colleague to help you, test your colleagues and learn new methods by the way.
As their partners, for example: Hello, this is XX Company, please put me through to your boss. I sent him a fax yesterday to make sure whether I received it.
6. I don't know the surname of the person in charge, but pretend to know him, such as going to your manager Wang. This is XXX from XX Company. We have contacted about cooperation before. If the answer is that there is no such person, you can say: Oh, that's my fault. I lost his business card. Please tell me his name and telephone number.
7. Don't leave your name and phone number with the person who answers the phone. If the person in charge is not in or available, just say: Never mind, when is the person in charge usually here? When do you think it is convenient for me to call, or I'll call you back this afternoon? It's hard for the person who answers the phone to refuse you again.
Verb (abbreviation of verb) is the prologue of successful telemarketing.
In order to find your target customers, you must introduce yourself to the company within 30 seconds, arouse customers' interest and make them willing to continue chatting. That is, the salesperson should clearly let the customer know the following three things within 30 seconds:
1. Who am I and what company do I represent?
2. What's the purpose of my calling the customer?
3. What's the use of our products for customers?
It's best to express your intention in the shortest sentence in the opening remarks, because no one will have the patience to listen to a stranger's long speech there. What the customer cares about is what this call is for and what it can bring him. A useless phone call is a waste of time for anyone. For example: Hello, Mr. Zhang, I'm XXX from Morning Fruit Industry Co., Ltd. Our company mainly distributes all kinds of high-grade fruits and dried fruits, as well as dried fruit gift boxes, red wine and tea oil. Our products can be distributed as employee benefits and holiday gifts, and can also be provided to your customers to maintain your customer relationship. Note: don't always ask customers if they are interested, but help them decide and guide their thinking; In the face of customer rejection, don't back down and don't give up immediately. The most important thing is to have an interview with the customer.
6. Introduce your own products
When introducing products on the phone, we should grasp the key points, highlight the characteristics of products and attract customers:
1, distribution advantage: we spend in the form of membership card, which can be used for one-time consumption, multiple delivery by credit card and recharge. Can be used as a gift to customers, convenient and practical. As long as the customer calls, we will send the product home, saving your customer's shopping time and ensuring the quality of the product.
2. Product Advantages Most of our products are imported fruits and dried fruits, and we have our own plantations for many fruits, which ensures that the products have no pesticide residues. Many products are rare in the market. Nowadays, everyone pays attention to giving gifts to health. If you give such nutritious products and services to customers, and the customer relationship is well maintained, then your business will certainly grow, and giving them to employees will also make employees feel the concern of the enterprise, which will definitely improve their work enthusiasm and efficiency. Needless to say! !
3, gift box advantages Our high-end gift box has a variety of red wine, tea oil, and various dried fruits, which can be used as high-end gifts for customers or for visiting relatives and friends. You can choose different gift boxes according to your own needs and preferences. As a gift for customers and employees, it brings you convenience and saves you the trouble of buying and giving gifts. It's convenient to get a gift card.
Seven, deal with customer objections.
When introducing products, we will encounter customers' rejection and doubts, but we keep a good attitude and can come up with some words to deal with them. There are two kinds of customer objections: untrue objections and real objections.
There are several untrue objections:
1, the customer's habitual refusal, most people receive a sales call, the first reaction is to refuse. This kind of customer will divert his attention. We take the route of group purchase, and the products are not sold to him. The function is to improve the enthusiasm of his employees, maintain his customer relationship and bring greater enterprise benefits.
2. Customer's emotional objection. When we call our customers, we don't know whether they are in a good mood or a bad mood. Now it is suitable for communication. Therefore, we can hear whether the customer is emotional or not from his tone and attitude, and listen to his complaints, which will help him to resolve his irritability. Then in the future communication, customers will also give back your kindness. Learn to listen, and telemarketers will be rewarded accordingly.
3. The client is good at being a teacher's objection. The customer points out that your opinion or product is not really dissatisfied. Customers themselves know that there is no perfect product in this world. He just wants to tell you how powerful and knowledgeable he is. We can win the argument with customers, but we will lose the opportunity to sell. What a salesperson should do is to shut up and listen to the different opinions of customers. Then agree with him: well, what you said is very reasonable. What products are defective to some extent. After listening to you, I learned a lot. . Then I put forward my own different opinions, which not only satisfied the vanity of customers, but also achieved the purpose of my own sales.
The real objection mainly includes two aspects:
1, there are several forms of demand.
( 1)? Not yet. I'll call you if I need to, okay? The answer may be that our opening remarks did not attract customers, so we should adjust the wording and focus on what our products can bring to him. For example, if you see that the Chinese New Year is coming soon, your company will definitely give benefits to its employees, and old customers should also maintain good relations. Employee benefits can improve employees' work enthusiasm, and customer gifts can enhance customer cooperation. You can get huge profits with little investment, and your business will get better and better in the coming year.
(2)? Why don't you send a fax/information first and then talk about it? This kind of answer just gives us a chance to call next time, so we should consider how to attract customers' attention next time, and we should not rush into it.
(3)? I have to think about it, okay? /? Discuss it again? Such an answer, we still have to find customers? Consider? You can ask: What are you worried about? Well, I'll go to your place with products and materials, so you can have an intuitive understanding. It's best to have an interview, ask the reason clearly and find a way to solve it.
(4)? We already have partners? Don't belittle your partner at this time. If you belittle your opponent, you belittle your customer, and the result is counterproductive. You can say: Oh, congratulations first. I want to know which company you work for. As colleagues, we may know a little more. What can we do to help you? If the customer is interested, you can analyze the advantages of your opponent, then tell the differences of your product to arouse the customer's interest, and then make an appointment to let your customer know about the product, and multiple choices will not cause him any loss.
(5)? I am busy now, so I don't have time to talk to you? We can answer the customer like this: It doesn't matter. If it's convenient for you tomorrow afternoon, I'll visit you with the information, and we'll discuss it in detail when we meet. If the customer still refuses, tell the customer to email him first, make an appointment for the next contact, and give the customer a buffer period.
2. Oppose the price, communicate by telephone, and try to avoid talking about the price. If you have to quote a price, you can quote a rough price, and try to quote an interval instead of an accurate price to facilitate bargaining with customers.
Eight, about customer interviews
The ultimate goal of our phone call is to sell our products, which requires sitting down and talking with customers, so the success of the phone call depends on whether we can make an appointment for customers to visit at home. It is impossible for any customer to call. Maybe the first date didn't work out, but we can leave ourselves a way out. We can say this: Manager XX, look at this. I will go to your place with products and materials tomorrow afternoon. Oh, you have no time tomorrow. Is Wednesday afternoon convenient for you? It won't take you long. When will you be free on Wednesday afternoon? Ok, see you on Wednesday. I'll call you then.
If the appointment is successful, the purpose of your call will be achieved. The next thing is to prepare materials and samples for home visits. This is the real beginning of sales. How to succeed in the interview is a test of a salesperson's sales ability.
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1, direct opening mode
Shop assistant: Hello, Miss Zhu/Sir? I'm Li Ming, a medical consultant of Mo Company. I disturb your work/rest. Our company is doing market research. Can you do me a favor?
Guest Zhu: It doesn't matter. What is this?
? Customers may also answer: I am busy, or in a meeting, or refuse for other reasons.
The salesman must interface immediately: I'll call you back in an hour, thank you for your support. Then, the salesman should take the initiative to hang up!
When you make a phone call an hour later, you must create a familiar atmosphere and shorten the sense of distance: Miss Zhu/Mr. Hello, my name is Li. You told me to call 1 hour later? )
2. Similar excuse opening method
Shop assistant: Miss Zhu/Mr Zhu, I'm Li Ming, a consultant of XXX Company. We haven't met before, but can I talk to you for a moment?
Guest Zhu: Yes, what is it?
? Customers may also answer: I am busy, or in a meeting, or refuse for other reasons.
The salesman must answer immediately: I'll call you back in an hour, thank you. Then, the salesman should take the initiative to hang up!
When you make a phone call an hour later, you must create a familiar atmosphere and shorten the sense of distance: Miss Zhu/Mr. Hello, my name is Li. You told me to call 1 hour later? )
3. Introduction by others
Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a medical consultant of a company. Your good friend Wang Hua is a loyal user of our company. He suggested that I call you. He thinks our products also meet your needs.
Guest Zhu:? Why don't I listen to him?
Shop assistant: Really? I'm really sorry. I guess Mr. Wang hasn't come recently for other reasons. Let me introduce him to you. Look, I'm in a hurry to make a phone call.
Guest Zhu: It doesn't matter.
Shop assistant: I'm sorry about that. Shall I give you a brief introduction of our products?
4. Self-reported opening method
Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a medical consultant of a company. However, this is a sales call. I don't think you will hang up right away!
Customer Zhu: Selling products, cheating. I hate salesmen!
Customers may also answer: What products are you going to promote? If so, you can directly intervene in the product introduction stage)
Salesman: Then I really have to be careful not to let you add another annoying person, hehe.
Guest Zhu: Hehe, the young man is very humorous. What products are you going to sell? Tell me about it.
Salesman: Well, our company's medical expert group is doing a market survey on xxx recently. What do you think of our products?
5. Deliberately find fault with the opening method
Shop assistant: Hello, Miss Zhu/Mr Zhu. I'm Li Ming, a medical consultant in a company. How have you been recently? Do you still remember me
Guest Zhu: Fine, and you? !
Salesman: Well, our company mainly sells sheep xx products. You called us to buy them six months ago, and we provided you with some trial products. I'm calling you this time to ask if you have any valuable opinions and suggestions on our products.
Guest Zhu: You have the wrong number. I didn't use your products.
Shop assistant: No way. Is it because my client's return visit file records are wrong? Excuse me, may I ask what brand of beauty products you are using at present?
Guest Zhu: I am using XX brand beauty products now.
6. Pretend to be familiar with the opening method
Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a medical consultant of a company. How have you been recently?
Guest Zhu: OK. Who are you?
Shop assistant: No way, Miss Zhu/Mr Zhu, you are forgetful. I'm Li Ming. You should pay attention to your health when you are under pressure at work. By the way, have you used our beauty products? Do you feel good? Recently, we just launched a joint service package. I wonder if you are interested?
Guest Zhu: You may have the wrong number. I didn't use your products?
Salesman: I won't make a mistake about the customer's return visit file. Miss Zhu/Sir, I'm so sorry! May I introduce our products to you and provide some services?
Guest Zhu: It seems that you care about users. Please introduce yourself.
7, herd mentality open method
Shop assistant: Hello, Miss Zhu/Mr., I'm Li Ming, a medical consultant of a company. Our company specializes in selling xx anti-aging beauty products. I'm calling you because our products have successfully helped many people and achieved the effect of quickly delaying aging (such as Maggie Cheung, Brigitte Lin, Kimura Takuya and so on). ). May I ask which brand of anti-aging beauty products you use?
Guest Zhu: Really? I am currently using XX brand beauty products.
8. Cleverly borrow the opening method of Dongfeng
Shop assistant: Hello, is this Miss Zhu/Mr.?
Guest Zhu: Yes, what is it?
Shop assistant: Hello, Miss Zhu/Mr., I'm Li Ming, a medical consultant of a company. The main reason for calling you today is to thank you for your support to our company. Thank you!
Guest Zhu: Nothing!
Salesman: In order to thank the old customers for their support to our company, the company specially prepared a special discount activity. I think Miss Zhu/Mr Zhu must be very interested!
Guest Zhu: Tell me about it!
9. Opening method of creating anxiety
Shop assistant: Hello, is this Miss Zhu/Mr.?
Guest Zhu: Yes, what is it?
Shop assistant: I'm Li Ming, a medical consultant of a company. The main reason why I called you is that many customers have reported that most of the current beauty products are temporary solutions. Once they stop using it, they will bounce back immediately. I'd like to ask your opinion on this issue.
Guest Zhu: Really?
? Customers may also reply: Sorry, I don't know.
Salespeople should quickly interface: What brand of products is Miss Zhu/Mr Zhu currently using? )
The purpose of effective opening remarks is to make customers interested in telemarketers and conversation content in the shortest time, so that they can get to the point quickly in the conversation, rather than hanging up the phone and making you unable to get involved in the topic.