Talking skills of telephone communication with customers. Calling customers is not just about picking up the phone and chatting with customers. The ultimate goal of this kind of phone call is to meet customers and win orders, but there are also many skills. Let's share the speaking skills of telephone communication with customers.
Speaking skills in telephone communication with customers 1 1. Speaking skills
1, cut to the chase
Hello, I'm from XXX freight forwarding company. Do you have import and export business? Some of our lines are doing well, and I want to recommend them to you.
2. Make it impossible for customers to refuse you.
Our advantage routes are mainly divided into four parts, Europe and America, Japan and South Korea, the Middle East and Southeast Asia (the above four parts include major domestic trading places). If he tells you that we are going to Africa, Central and South America, then you can add up the usual freight charges of these two base ports and blurt them out directly, so he can't refuse you. Excuse me, where does our company usually export?
3. The quotation should be flexible.
You can add this week's price before the price, which is slightly lower than the market but not too much. This will give him hope for you, at least next time he will remember you and his impression will deepen. What if the customer agrees to let you take the goods? It's actually quite simple. You can tell him, "The price is this week, and the space is bursting. Why don't I help you find the price for next week? " At this time, if you report your profit less to him, it will not be higher than the market price, but you have created an opportunity for yourself to communicate with customers. Relationships are established through countless such exchanges. Never underestimate a phone call.
4. Giving is always better than taking.
Always say I'll give it to you ~ ~ I'll help you ~ ~ Let the customer know that you are helping him instead of asking him to deliver the goods, for example, "I'll keep an eye on the price here for you, and I'll let you know when there is a special price." "If we don't raise money, we may not raise it, but I will try my best to give you health when others are healthy."
5. The first phone call and fax
The first call is just looking for customers, so it is not advisable to waste too much time. Try to get the customer's delivery information. Fax should be meaningful, and customers should take the initiative to ask you for it, instead of handing out leaflets on the street. Let me send you a fax! Such faxes waste money and energy.
6. How to call back?
First of all, sort out the shipping information you recorded last time, and ask him if there is a shipping plan for the recent arrival. Before making this call, you must know the freight rate at this time. Then say I have a space to book. If he says there are other orders, help him find them and report to him. Stick to it for a long time, and there will always be customers moved by you.
7. Speak with confidence and confidence.
We can't communicate with customers face to face, but only by phone, which forces us to keep our pronunciation, intonation and articulation in the best condition. Make customers sound confident. If you can't even get through the phone, just change careers. Remember never to be nervous.
8. Avoid price wars
There is no lowest price in the whole Qingdao market, so since the company has no advantage, it will try to divert customers' attention and put more energy on service.
Example 1: "You can book the space from me first, and you don't have to go from me to book the space. If you think the price is right, you can go from me. If the price is wrong, we can return it! " You can feel my service. Without shipping space, there is no need to talk about the price. "
Example 2: "The price I quoted you is the market price. Please check the cost. Within the normal floating range, I will try my best to apply to you. "
Example 3: "We are customers together. If there is something wrong with your agent at the port of destination, which delays the delivery date and causes extra expenses, the first thing that customers think of is that you are not me. Our agent at the port of destination can guarantee the smooth delivery of your goods without any problems. I'm glad you finished. "
Example 4: "Don't worry about spending this 10 yuan. I am responsible for the whole logistics process. Instead of just earning your sea freight, I will ensure that all joints are unblocked. If there is a problem in one of the links, the money we make up is not only 10. "
Second, from the customer's point of view.
The most taboo in sales is what I think, what I think. Do you think customers may not think so? We should try our best to consider the problem from the customer's point of view. If you were a customer, what would you think at this moment? A lot of sales are not in place on this issue, but it is very important.
Third, grasp the initiative.
You have to look at it from the customer's point of view, but it doesn't mean you have to blindly meet his conditions. People's desires are hard to satisfy. When making a phone call, don't always think about what the customer says, but analyze the situation with him, look at the facts and help him solve the problem. Let him know that you are helping him, not just making his money. Make him feel that things are not as simple as he thought.
Fourth, business knowledge must be solid.
No matter how well you say it, what you have to face in the end is shipment. If we can't handle the goods properly, we will lose many immediate opportunities. "A person's success is not difficult, mainly to seize the opportunities that appear in front of him." Of course, this opportunity comes from your efforts. Why do some people get paid, while others draw water with a sieve? Business knowledge is the basic condition for you to seize the opportunity, which lies in your usual accumulation.
Fifth, enrich your knowledge, show off appropriately and teach your customers something.
Everyone has his own good side, and we can completely show our good side to our customers when talking about business. If you are better than others, people will look at you with new eyes. We should make full use of our advantages and let our customers appreciate us.
For example, if you are good at history, when you talk about a place, you can say that it is the hometown of a famous person. Of course, I'm just making an analogy. It may not happen in practice, but it doesn't rule out.
If you have a good geography, you can tell him the route of this point, where it passes, which ocean or which channel it passes through. You can teach him a lesson. He will think you are a professional.
Talking skills of telephone communication with customers. Pay attention when you answer the phone.
Answer the phone in time.
Generally speaking, we'd better pick up the receiver after the phone rings three times. Because keeping the customer waiting for too long will make the other party feel neglected; Answering the phone too fast will also give the caller a feeling of being caught off guard, so that the salesperson who answers the phone may leave the caller with the impression that he is not calm enough and too impatient.
After picking up the phone, you should greet the other party immediately, and sometimes you need the salesperson to announce himself: "Hello, this is the sales department of Company A", so you don't have to report yourself when you answer the phone. If you ring the bell three times before answering the phone, the salesman should take the initiative to apologize: "I'm sorry to have kept you waiting." I am Wang Lin. what can I do for you? ""hello! I am XXX. I'm really sorry. I just went to the manager's office, and when I heard the phone ring, I hurried back ... "
② Action when answering the phone.
When answering the phone, the salesman should not answer the phone breathlessly and in a panic, nor should he answer the phone carelessly and tardily;
Salespeople should take a pen at hand and write down important things or phone numbers.
(3) Interrupt the conversation.
If the salesman can't continue to answer the phone because of something important, it's best to make an appointment with the customer. If a customer calls and you happen to have an important meeting to attend, you can say, "I'm sorry, Mr. Li, I have an important meeting to attend soon." I will contact you later. "
2. Matters needing attention when ending the call
(1) use the language of thanks and praise.
In this way, customers will be very happy and willing to continue to communicate with you further. For example, a salesperson can end a call by saying, "Talking to you makes me feel very interesting.". You are really a humorous and cheerful person. I hope you can keep a good mood every day! "
② Put the phone down gently.
After the conversation, it's best not to talk to the people next to you at will before the phone hangs up. Don't say anything else until you put the phone down gently. This is etiquette, but also the minimum respect for customers.
In addition, at the end of the call, the sales staff should pay special attention to it, that is, they must ask the customer if there are any other questions, or take the initiative to ask the customer what needs and requirements they have, such as: "I'm glad we can talk so much today. I don't know what else I can do? " "I don't know what I just said. Do you think there are any questions to ask? "
Another point is that the salesperson can't hang up before the customer hangs up.
If the salesman can notice the above points in the call room, he will certainly be able to show his professional demeanor and gain the recognition of customers.
Talking skills of telephone communication with customers. Pay attention to your expression when communicating.
In all nonverbal communication, expression is the most important, commonly used and expressive. Imagine that if you communicate with customers with a stiff expression every day, customers will not feel the sincerity of service.
On the contrary, smiles and vivid expressions will definitely increase the intimacy between customers and us. Therefore, when communicating with customers, you must pay attention to your expression and don't bring your bad emotions to the service. We should use a relaxed and happy expression to close the distance with our guests.
2. Observe more and pay attention to the information transmitted by customers.
In the process of communication, carefully observe the customer's expression, attitude, behavior and environment, so as to grasp the customer's inner world, find out the topic of communication and the focus of conversation, and then cooperate with targeted language to persuade, dispel the customer's concerns, master the initiative of negotiation, and easily guide customers. Actively collect customer information in communication.
3. Correct use of silence
Sometimes keeping a certain silence is respect and understanding for customers, and it is also a good way of communication. For example, when customers pour out their suggestions, opinions and aspirations, if we can learn to be silent and listen to what customers pour out in proper silent language, it will increase customers' trust in us.
Of course, silence has different meanings and functions in different situations, so we need to learn to grasp the situation, be silent when necessary, and never be silent when unnecessary, otherwise customers will think that silence is a protest against them. Language conversion and communication Many times, the same meaning is expressed in different languages, and different expressions and actions have completely different effects.