Click more about telemarketing? _ _ telemarketing preparation
? _ _ Telesalesmen are good at selling.
? _ _ Do a good job in telemarketing
? _ _ Basic skills of telephone operators
Telemarketing: Turn customers into customers and guide your customers with questions. The so-called guiding your customers with questions is to state a fact first, and then ask questions according to this fact, so that the other party can give corresponding information. Indeed, guiding customers by asking questions can make them easy to accept.
So, how do salespeople guide customers by asking questions? Here are some methods:
First of all, definitely sum up the problem.
Questioning method's positive induction is the simultaneous use of positive statement, induced statement and questioning method. First of all, it is certain that the use of positive language is very popular? . Secondly, there are two kinds of products: large and small. I don't know which one you want to choose, but I want to know whether the big one is better. Finally, the method of asking questions. How do you use it, sir?
Second, compared with similar problems.
Simply put, it is to convince customers with their personal belongings as practical examples.
For example, Xiao Chen is a salesman who studies software. Once, after reading the product introduction, a customer wanted to see the content of the software to be purchased: I should be based on the content of the product I want to buy.
It's for me to decide whether to buy or not, right?
Xiao Chen:? You are right, but the publishing house that published this book is very famous. I hope you can trust the first-class publishing house. What brand is your laptop, sir?
Customer:? It's domestic. ?
Xiao Chen:? Oh! When you buy this computer, will you take it apart and look at its components?
Customer:? No?
Xiao Chen:? I think you buy a computer because you believe in the reputation and service of the company, even if you think the quality of the computer is fine after reading it. Similarly, when buying a car, you can't let it go.
Why don't you take the car apart and look at the engine? Also, when you buy medicine, you can't just taste any medicine in a box of 100 yuan and try its efficacy before deciding whether to buy it or not. Although there may be many price differences between different brands of products, if you can't tell the quality, I think you should buy according to the reputation of the manufacturer. The same is true for buying this learning software. You should trust the publisher's reputation. ?
Third, the split problem guidance
This method is very effective in promoting expensive products. When selling an expensive set of furniture, salespeople often use the problem of splitting to convince customers. This furniture is too expensive. ?
Salesperson:? How much do you think it is expensive?
Customer:? More than 1000 yuan. ?
Salesperson:? So suppose it is 1000 yuan. ? At this time, the salesperson took out his notebook and wrote 1000 yuan on it for the target customer to see.
Salesperson:? Sir, do you think this furniture will be replaced in at least 10 years?
Customer:? what's up
Salesperson:? So, according to your idea, it costs an extra 100 yuan a year. Is that what you mean?
Customer:? Yes, that's what I thought. ?
Salesperson:? 1 year 100 yuan, how much should it be every month?
Customer:? Oh! About 8 yuan a month! ?
Salesperson:? All right, let's call it 8.5 yuan. You should use it at least twice a day, once in the morning and once in the evening. ?
Customer:? Sometimes more. ?
Salesperson:? Our conservative estimate is twice a day, which means 1 month you will use it 60 times. Therefore, if this set of furniture costs more 8.5 yuan every month, it will be less than 0. Every time 15 yuan. ?
Customer:? what's up
Salesperson:? Then less than 1.5 cents a day can make your home tidy, so that you don't have to worry about putting things in the wrong place, and it also plays a decorative role. Don't you think it's a good deal?
Guest: Yes. Then I'll buy it. Will you deliver the goods to your door?
Salesperson:? Sure! ?
Fourth, simplify the problem.
Sales staff can understand why customers don't buy through a simple question, and according to the customer's situation, sales staff can probably know which strategy to use to deal with it, reduce the sales obstacles that can be overcome one by one, and improve the sales success rate. At this point, simplifying questions is the best way to guide customers to ask questions. For example, you can ask this question: Do you think it is unnecessary to buy it now? If it is a question of payment, we have plans to cooperate with you. ?
? Are you dissatisfied with the price?
? Is there anything you don't understand about my explanation?
? Don't you want to buy it yet?
? Did you order from other places?
? Are you considering buying from other buyers?
? Don't you like this style?
? Are you not interested in this product?
? What do you think of this manufacturer?
Guiding customers with questions is an important way for salespeople to win the initiative, but improper use will be counterproductive. Therefore, sales staff should also pay attention to the following points when guiding customers to ask questions:
1. Guide customers' thinking
First of all, use questions to guide customers to prove that they are right and make customers believe in the products they sell. If you say it, customers will be suspicious. What the customer said is true.
Secondly, make sure that it is guaranteed before guiding. How long it takes will vary greatly on different occasions. If you want to guide customers from the beginning, the chances of customers buying are very small. Thirdly, don't give customers a chance to think about it, or their answers may not be what you want. This requires salespeople to practice, practice and act in advance. In this way, customers' spirits can be kept high by maintaining high-speed operation.
go a long way
Generally speaking, once the salesperson puts forward his own decision, the customer will feel that the other party is forcing him to buy, which will lead to a rejection reaction. Therefore, sales staff should ask politely according to the changes of the situation and gradually guide customers to develop in the direction they want. Of course, the premise of this is that the sales staff must firmly grasp the dominant position. If they lose their initiative and are led by customers, then the sales staff will easily fall into chaos and the sales negotiation will not go smoothly.
3. Be aware.
At the same time, sales staff should practice, practice, practice how to deal with customers' wrong answers. Some of these questions don't need to be answered and can be ignored. Other answers sometimes force salespeople to change their strategies, so salespeople should be fully prepared in advance. Only when the salesperson makes a decision can the customer be guided to make a decision. Customers are usually unfamiliar with products. If there are multiple products and services, how many or one will the average customer choose? In this case, it is impossible for a salesperson to carry all the promoted products with him. But as a professional salesperson, you must make decisions for your customers. If you can't make a decision yourself, what does the customer want with the salesperson?
4. Master rich professional knowledge
Salespeople should have the professional knowledge to solve problems and create opportunities for customers. Expert and professional salespeople will solve the problems of products and services for customers and create opportunities for customers to increase their production capacity, enjoyment, safety and income and improve their status. In each case, salespeople must have more knowledge reserves than any customer, that is, salespeople must find out which part of knowledge can best meet the needs of each different customer, find problems through organized and practical consulting habits, distinguish and innovate, determine the problems and opportunities of each customer, and form the habit of discussion.
Expert guidance
It is worth reminding everyone that when asking questions to customers, salespeople must know the answers to each of your questions. If you ask a question that customers don't know how to answer, what will they think? Obviously, you can't guide customers to think correctly. Besides, salespeople should know how to make decisions for customers. If the salesperson lets the customer find the problem and make a decision, it is not a qualified salesperson. Also, salespeople should not attribute their troubles to products. If salespeople lack professional ability and get into the habit of blaming products and services, it will ruin the whole sales process faster.
Six ideas that telemarketers should have. How to do telemarketing well?
1. firmly believe in the idea that you will get something back if you pay.
There is no pie in the sky, everything has to be paid and paid. No matter what you love or hate, you have to pay the price. As a telemarketer, in the process of telemarketing, it is inevitable to encounter some bumps and grievances. To this end, telemarketers must firmly believe that no matter what they do, what they pay will be rewarded, just like the inevitability of flowering and fruition. Be optimistic, be strong, regard the grievances and hardships in the process of telemarketing as a kind of training for yourself, persist, firmly believe that only pay will pay off, and if there is no return, you should face your pay calmly and not be impatient.
Some telemarketers are afraid of hardship, want to be comfortable, don't want to get up early and get greedy, and don't want to contact customers. When they encounter misunderstanding or dissatisfaction from customers, they will feel depressed and start to be afraid of selling. In the long run, telemarketers will not only affect their work mentality, but also lose more customers and even lead to a sharp decline in sales performance. In fact, everyone will encounter difficulties, and every job will be somewhat difficult. When the telemarketers encounter setbacks, they should meditate in their hearts. Don't worry, this is just the beginning. My efforts will definitely pay off, but this process is a bit slow, and the fruits of success will eventually come. ?
2. Keep a proactive attitude.
Keeping a proactive belief means that as a telemarketer, we should expand the good and correct aspects, and at the same time devote ourselves to enthusiasm at the first time and take the initiative to contact customers to communicate, coordinate and sell.
Work is to solve all kinds of problems. Many people don't like to solve problems, like to hide or hand them over, and don't want to take the problems on themselves. It is said that more things are better than less. One more thing, one more responsibility, one more hard work and one less ease. But long-term avoidance is only a stopgap measure after all, and the problems we should face still need to be faced. Therefore, this requires telemarketers to maintain a proactive attitude to solve problems, and when they encounter problems, they should think of ways and find more ways. When you take the initiative to solve problems, you will suddenly find that this will not only increase your experience in dealing with problems, but also make you more familiar with your own business, increase the opportunities for exercise and realize your self-worth. Maybe you have encountered many difficulties in the process of telemarketing, but as a telemarketer, after overcoming these difficulties, you should see a blue sky.
3. Have a responsible idea.
Responsibility is to do everything well, that is, to bear 100% of your own results and all the consequences arising therefrom. No excuses, no excuses. Then, actively try to change possible consequences. A truly responsible person can show his sense of responsibility through various forms and methods, because responsibility is an obligation, not a condition.
As telemarketers, some people have a weak sense of responsibility, just to make a living, how much money the company gives and how many things they do; Be a monk for a day and hit the bell for a day; If something goes wrong, pass the buck; Find various reasons if you can't finish the sales task; Some people just walk away. Although you can avoid problems when you are gone, it is impossible for everyone to avoid responsibility and negligence all his life. Therefore, as a salesperson, you must have the courage to face problems, solve problems, be responsible for your actions, and form the habit of being responsible for one day. Only serious and responsible people can gain the trust of customers.
4. Be tolerant and grateful.
As a telemarketer, you will come into contact with all kinds of dealers and consumers in your sales. Because telemarketers provide services for customers, meeting customer needs is the first priority, which requires telemarketers to learn to be tolerant, tolerant of other people's different preferences, and tolerant of other people's picky. Clear water means no fish, and all rivers run into the sea. Only by learning to tolerate customers can we better understand their needs, gain their trust and sell better.
A qualified telemarketer should not only learn to tolerate others, but also learn to be grateful. Always remember the goodness of others. Only with a grateful heart can we discover the beauty of others. Learn to be grateful to others, because leaders, customers, colleagues, etc. will provide us with various opportunities, as well as various confrontations and challenges, and enrich our knowledge and life in different ways.
5. Have the idea of action.
Everyone needs to prove his existence and value with actions. As a telemarketer, you must really care about customers with actions and achieve sales goals with actions. If all plans, goals and wishes stay on paper and are not put into action, then the plans can't be implemented, the goals can't be achieved, and the wishes are soap bubbles.
Everyone knows the difference between doing and not doing. There are many opportunities in the market, and the results of grasping and not grasping, as well as inaction, are different. When others are still thinking and talking, you have done it, which means that you have walked in front of your opponent. The present era is an era in which the pace is faster than anyone else and the action is faster than anyone else. Whoever wins the first prize will gain a rare advantage in the competition. Of course, the action is not to be carried out blindly, but to be targeted and planned.
6. There is a concept of empty cup learning
No one is perfect, everyone has his own defects, where he is relatively weak. Maybe you already know everything about an industry, maybe you have rich skills, but for new enterprises, new distributors and new customers, you are still you, and you are nothing special. You need to rearrange your wisdom with an empty cup mentality and absorb the present, others', correct and excellent ones. Enterprises have their own corporate culture, their own development ideas and their own management methods. As long as it is correct and reasonable, as a telemarketer, you must understand and feel. Integrate yourself into the enterprise and the team, otherwise, you will always be an outsider in the enterprise.
It's never too late to study. Competition is intensifying, and the competition for strength and ability will become more and more fierce. Whoever doesn't learn can't make progress, and whoever doesn't innovate will fall behind in weapons. Colleagues are teachers; The superior is the teacher; The party concerned is a teacher; The competitor is a teacher. Learning is not only a state of mind, but also a way of life as a salesperson. 2 1 century, whoever can learn will succeed, and learning has become their own competitiveness and the competitiveness of enterprises.
The job content of telemarketing is 1. First of all, you should be clear about the purpose of this telephone interview and know what you want to get through this telephone interview.
2. Before you make a phone call, you should design a process to achieve the expected goal, prepare a list of questions and prepare possible answers.
3. You can call multiple departments of a company or organization, which can not only help you find the right interviewee, but also help you understand the company's organizational operation mode (such as project decision-making process and procurement process). This information will be of great help if you need to make the same call to many similar enterprises. Human resources department, president's office, purchasing department and investment department are all departments that can be contacted at the first time.
4. It is a better choice to choose a superior administrative department of a company (such as the president's office) to start a telephone interview. Because the company president or the president's secretary is usually very clear about which department or who is responsible for these jobs in the company. Considering that they are very busy at work, it is a good choice to ask questions directly, such as: Who is in charge of your company? Work?
If you get the contact information of a lower position from a higher position (such as the president's office), you should tell the name or position of the person in the higher position at the beginning of the interview to improve the credibility and importance of the interview. For example:? Wang, the manager of your company, asked me to call you to find out.
6. After briefly introducing yourself and the company, you should first get the consent of the interviewee, and then enter the formal content of the telephone interview.
7. If the interviewer is busy at this time, try to make an appointment with the interviewer for the next interview. Optional questions should be used in the agreement, such as using? Do you think our next interview will be tomorrow morning or afternoon? ,? Is it two or three o'clock in the afternoon? .
8. During the telephone interview, pay attention to the background sound on the mobile phone, such as the ringing of the phone, the doorbell, someone talking, etc. At this time, you should ask whether the interviewee needs to leave for processing, which is your respect for the interviewee.
9. Improve the ability to ask questions and listen. Guide your telephone interview by asking questions, and correctly understand the customer's intentions when listening to the respondents' answers, including voiceover.
10. Last but not least. You must have confidence and perseverance. Stick to it, and you will find someone who provides you with information or buys products.
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