Second, the sound skills
1, the speech speed is appropriate, and it is best to be consistent with the customer's speech speed;
2. Have feelings;
3. Warm and frank attitude.
Third, the skills of opening remarks
A) Interest in attracting customers' attention;
B) Dare to introduce your company and show your identity;
C) Don't always ask customers if they are interested, but help them decide and guide their thinking;
D) Don't flinch or give up immediately in the face of customers' rejection;
E) Make the phone call louder than usual to create a good conversation atmosphere;
F) Be simple and clear, and don't cause customers' disgust.
Fourth, introduce the skills of the company or product.
A) It is best to face it with the mentality of "hitting the wall";
B) Accept, praise and agree with customers' opinions;
C) learn to avoid problems;
D) Turn the customer's objection into our selling point.
Five, the skills to stimulate customers' desire to buy
A) exerting objective artificial influence and social pressure;
B) borrow his point of view;
C) Care about every word of the customer and the people, things and things he cares about;
D) List the influence of media and public opinion on the company;
Telemarketing is the most commonly used sales method at present. The most critical step in sales is to accurately find the people who need your products or services, and then communicate with the target customers purposefully and pertinently. The following are some practices of telemarketing for your reference:
First, prepare a list before calling.
Choosing the industry of target customers in advance, screening customers through the Yellow Pages and the Internet, and preparing a list of people who can be used for one month can greatly improve work efficiency, otherwise you will spend most of your sales time looking for the name you need, and you won't be able to make a few calls within the effective time.
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Please refer to here:
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Telemarketing method
Telemarketing is one of the effective tools and means of modern business activities. The specific functions of telemarketing are as follows:
First, taking the initiative to contact business is the most economical way.
Second, you can visit more customers in the shortest time.
Third, it is the most effective tool to close the relationship with customers.
Fourth, we can break through the limitation of space and widely promote our business.
Communicating with customers by telephone, every 5 minutes 1 customer, 1 hour 12 customer, is more than twice as efficient as visiting customers at home.
You can communicate effectively with nearly 50 customers by calling for 3 hours every day.
Telephone can break through the limitation of space, and you can communicate with more local, foreign and foreign customers by telephone, with extremely low cost and high efficiency.
Telemarketing is essentially different from our usual telephone communication with family and friends. Our communication with family members is mainly information and emotional communication.
The purpose of telemarketing is to promote sales, or to make an appointment for sales. In most cases, the telephone itself can't directly promote sales, and it may be necessary to meet and have deeper communication to sell, so the telephone is an effective tool to make an appointment to meet.
The effect of telemarketing is measured by the final marketing result. Therefore, telemarketing has certain technical requirements. For those who have not received professional telemarketing training, the effect of telemarketing may not be ideal.
Telemarketing is a kind of communication between people. Communication, we must pay attention to communication etiquette. Etiquette reflects our respect for the communication object, and all communication can only achieve good results on the premise of respecting each other!
Many of us often neglect to pay attention to etiquette in telephone communication, which leads to communication failure. Telephone etiquette mainly includes posture, greeting, addressing, smiling, listening and responding.
Posture: The most standard telephone communication posture is standing, because when standing, the energy is more concentrated, the breathing is smoother, and people are full of energy and confidence. Followed by sitting posture, it is more convenient to record.
Don't lie on the sofa or bed to call customers, which is not only sloppy, but also shows lack of confidence, which is a very disrespectful performance to customers!
Greetings: When making a phone call and answering the phone, greet each other. Common words are "hello" or "hello". Try to omit the idioms such as "hello" and "hey" in front, which will be more concise and professional.
At the end of the phone call, you should say "goodbye" instead of "goodbye". "Bye-bye" is suitable for close friends, not for communicating with customers.
Address: Surnames are very important to people in China, so don't confuse each other's surnames when making a phone call, and call out your own surnames accurately, which is the minimum respect for people.
Appellation should be determined according to the specific situation. The other party is the leader of the unit, so we should focus on taking his official positions, such as Director Wang, Director Li, General Manager Liu and Manager Wang. Official position (position) indicates status, so we must pay special attention to the official position of the other party.
When you can't determine the position and age of the other person, it's okay to call the man "Mr", but it's not appropriate to call the other person "Ms *". When the other person's age is determined, you can use "Miss *", "Sister *" and "Aunt *", but it is not a problem to use "Ms *" when you are really uncertain. Therefore, after the call is connected, it is necessary to identify the other party's age through voice as soon as possible and find an accurate title.
Smile: The communication effect is the best in a relaxed smile situation. People's expressions can be conveyed to each other through voice, so when facing the possible rejection of each other, we should first impress each other with a smile.
A telemarketer must be a smiling angel.
Don't call customers when you are in a bad mood. Before answering the phone, you should also brew your own expression and float a shallow smile before answering the phone. The effect will be better!
Listen: Listening means listening carefully to each other. Don't always interrupt each other's speech, and don't speak in a hurry.
The purpose of telemarketing is to make the other party like you, accept you and prepare for sales through communication. Telemarketing is not about who is more eloquent and who can speak better. Therefore, listening to each other's speech not only respects each other's performance, but also finds a breakthrough point from each other's speech.
Response: Listening is not just listening, but giving the response you hear to the other party. When the other person is speaking, always use "hmm", "right" and "yes" to respond to the other person, indicating that you are listening to the other person, that you have heard the other person's speech, and that you understand the other person's speech. Some people just listen and give no response to each other. As a result, the other person will ask, "Are you listening to me?" "Did you hear me?" You don't respond to each other's speech, which is extremely disrespectful to each other. So learn to respond to each other in time!
Phonetics: Phonetics plays an important role in telephone communication.
Because when we communicate by telephone, we can't see each other, and the attraction or affection we give to each other must be reflected by sound, so sound is our first impression to each other.
The influence of sound can be subdivided into quality, volume, language, tone and speed of speech.
A man's magnetic voice and a woman's sweet voice can leave a good impression on each other.
Everyone's sound quality is difficult to change in a short time, but it can also be shaped into a good sound quality through long-term training.
Sharp or hoarse sound quality, not suitable for telephone sales. The shrill voice is harsh and the hoarse voice sounds uncomfortable. So before you make a phone call, check your voice, eat less irritating food such as peppers and drink more water.
Recite: The best way to train sound quality is to recite poems. Reciting China's classical poems or modern excellent poems often is of great help to training sound quality!
Volume: the sound is too low for the other party to hear clearly; If the voice is too loud, the communication effect will not be too good, so you should use the appropriate volume when making a phone call.
Just speak louder than usual. A clearer volume can not only make the other party hear more clearly, but also be a good way to improve their self-confidence!
Putonghua: When communicating by telephone, it is best to use Putonghua, which can not only make the other party hear clearly, but also show your good quality. Mandarin is also synonymous with "specialty" and "business", which can directly guide the other party into a professional state. Try to avoid using dialects for telemarketing, which will give people the impression of unprofessional or low quality.
The tone is neither supercilious nor supercilious
Speak slowly, speak slowly.
Time: There is no time limit for answering the phone. Customers will answer whenever they call, but taking the initiative to call has the art of time. Calling customers at different times will have different effects. So we should grasp the time of telemarketing.
Three no fights
Don't fight in the morning
Don't fight at night
Eat without hitting people.
Old customers can call back before 9 pm, and new customers should not call after work, otherwise it will be regarded as telephone harassment.
Sanbida
After working 1 hour
Before going to work at noon
Before going to work in the afternoon
I will be busy when I first go to work, so it is not suitable for making phone calls. 1 hour later, the work is almost arranged, so you can make a phone call. Before going to work, most people are anxious and time is hard, so a phone call can just relieve loneliness.
Content: Many companies now use telephone sales, which makes many customers very disgusted with this pure sales telephone. Friends who are not skilled in telemarketing skills are easily rejected by customers.
How to improve the success rate of telemarketing?
The content of telephone communication is very important. According to the structure of the content, we can divide the telephone content into two types:
That is, the opening remarks and the overall content.
Friends who have done telemarketing know that many customers are impatient to answer sales calls, some customers politely decline, and some customers simply hang up.
Therefore, before we make a phone call, we must design the corresponding text for the customer, so as to make the phone call process complete, ensure the interest of the customer, and finally the invitation will be successful!
Four-step method of home improvement telemarketing
Step 1: Arouse customers' interest
Step 2: attract customers' attention
Step 3: The appointment is successful.
Step 4: Get the customer to make a commitment.
Arouse customers' interest
If there is nothing new, you will have a great chance of being rejected, so be sure to attract customers from the beginning of your call and make them have to listen. Don't expect the customer to be patient and listen to something that doesn't make sense to him.
A false start
It is easy for customers to reject you at the beginning of the following situations:
Hello! Mr. Wang, this is XX Decoration Company. I heard that you have a house in a certain neighborhood. Are you thinking about decorating? (Not for the time being, thank you-refused)
Hello, Mr. Wang, I'm from * * Decoration Company. Our company is a national third-class qualification enterprise. We (ok, I see)
Hello, Mr. Wang, are you free this Saturday? I'm from the decoration company, and we (sorry, we don't have time)
Attract customers from the beginning
Hello, Mr. Wang. First of all, I'll tell you a good news (what good news). Well, I'm a decoration company. Our company recently launched a * * activity, which has a lot of benefits for you (what activity) (what benefits for me). Here comes the activity.
..... Don't let the customer have the opportunity to deny his identity by calling, assuming that he has a house or is considering renovation. What he needs most at this time is information, especially information about various preferential activities, so he won't refuse your next content.
(Hello ~ Hello, Teacher Cui! First, I want to tell you a good news. I'm from Hunan Chengjing Decoration Company. Our company recently launched an activity to collect the image of residential areas. This activity will do you a lot of good. The activity is like this. The owners of the first three sets of decoration of the newly delivered residential company, the company adopts the company's gold medal construction team for construction, and the excellent designer team carries out the whole room design, giving preferential treatment on the project cost and the preferential treatment on the main materials is also very strong. . . . . . . )
Wrong number.
Hello, Manager Xu, our activity will start on Saturday. Please send the information quickly (what manager Xu, I'm not). Oh, I'm sorry, I'm sorry, so our company is going to hold a * * activity this Saturday (the customer overheard your secret and he really wants to know the details of your activity).
Our company mainly focuses on real estate model houses and villas in the early stage. . . .
Ordinary opening method
Import by promotion-directly tell customers what promotional activities are available recently and what are the benefits.
Return visit import-suppose someone in the company contacted the customer and communicated with the customer in the name of return visit.
Introduction through investigation-in the name of telephone survey, the theme of telemarketing is slowly introduced, which is the method of taking a detour and taking a straight line.
Environment: The effect of telemarketing is also closely related to the environment. Telemarketing environment is divided into internal environment and external environment:
The internal environment is divided into the overall brand influence of the company and the actual environment of telemarketing. The external environment refers to the answering environment of the other party.
The external environment is beyond our control. We can't control whether the other party is at work or in a meeting, driving or at the mall. What we can do is to improve and choose the internal environment.
The actual environment of telemarketing refers to the caller's environment, because the telephone is communicated by voice. If the scene is noisy, it will affect the call effect, cause the customer to hear clearly, or cause the customer's psychological anxiety. So telemarketing should be indoors, not suitable for many people to be present. It is best to keep quiet at the scene, which will help customers hear the phone clearly and help callers concentrate on the phone without being disturbed by others.
Telemarketing preparation
Because customer resources are limited, a wrong call will lose a customer, so before calling the customer, we should make full preparations:
1, to temper the content of the phone, don't call without content that can fully attract customers.
2. memorize the contents of the phone call, and don't have any difficult questions in communication with customers.
3. We should adjust our mentality and expression, make all preparations for telephone recording, and start telemarketing with the best attitude.
Telemarketing taboo
1, don't put it on speaker.
2. Don't answer the phone lying down or in an indecent posture.
3. Don't answer the phone while eating.
4. Don't let the phone ring for a long time before answering the phone (the phone rings twice)
Answer, apologize for taking too long)
5. Don't talk about specific business (the phone is only used to make an appointment).
6. Don't ruin your phone credit (be sure to call on time).
7. Don't ask, "Are you the owner of the community?" "Do you have a house in the * * community?"
8. Don't ask, "Did you fix your home decoration?"
9. Don't ask "What do you think?"
10, don't say "nothing" (say goodbye)
Telemarketing training
A good telemarketer can only be formed after a lot of training. Therefore, we should strengthen our telephone training:
First of all, we should train our basic telephone skills, such as good sound quality, appropriate volume, appropriate tone and speed, and good expression and mentality.
Second, take part in more telemarketing simulation training, and make your basic telephone skills reach the best through practical telephone drills with friends and colleagues.
The third is to overcome fear, make more phone calls, and accumulate their own telemarketing skills through long-term real telemarketing practice.
Wish you success!