Telemarketing words 1 1. Greet customers and introduce yourself.
After connecting the phone, you should say hello to the customer first, such as "Good morning (afternoon)" and "Hello, who's calling?" After greeting, introduce yourself: "Mr. XXX, I am Xiao Zhang, the business representative of XXX, and I am the business representative of XXX."
Second, greet and praise and explain your intention.
For example, "I recently had the opportunity to serve your good friend Mr. Zhang and made a reasonable plan for his Internet. In the process of service, he said that you are young and promising, have a successful career and are very enthusiastic about people. Our company is doing market research recently. Can I talk to you for five minutes now? "
Third, the interview invitation
Don't rush to sell by telephone, but pay attention to understanding each other's situation. Meeting is the best way for you to "introduce" the product. Only by face-to-face interviews with customers can we fully understand each other and fully demonstrate our comprehensive advantages. When asking for an interview, don't forget to mention a time and place, otherwise it will be difficult for the other party to make a decision. Let's meet and talk!
Fourth, refuse to deal with it
When a potential customer refuses a telephone interview, our sales staff should answer politely. There are the following telemarketing terms that are usually rejected:
(1) "No, I wasn't there then."
I'm sorry, maybe I chose an inappropriate time. I hope to find a convenient time to visit you. Are you free (tomorrow) or (the day after tomorrow)?
(2) "I'm not interested in the Internet."
Dialogue: I'm not interested because I don't understand the meaning of the Internet. Please give me an opportunity to interest you, which is why I want to visit you. Are you at work (tomorrow) or (the day after tomorrow)
(3) "I am very busy and have no time."
Conversation: I know you are busy with official business, so I called in advance to ask for your advice, so as not to call in rashly and interfere with your work. So, is it better to make an appointment (tomorrow) or (the day after tomorrow)?
(4) "Send me the information and let me have a look first."
Dialogue: It doesn't matter, but you are too busy. Reading these online materials will take up too much of your time. Why don't I help you think about it together? Do you think (tomorrow) or (the day after tomorrow) is more suitable?
(5) "Our company is small and does not have the ability to build websites."
Dialogue: You're welcome, sir. I don't have to ask you to buy you a website when I call today; But to get to know each other and be friends. It's the same when you think you need a website in the future. If it is convenient (tomorrow) or (the day after tomorrow), I'll introduce it to you. It's good to know more about the Internet.
(6) "I have a friend who is also in an Internet company."
Dialogue: Your friend works in an Internet company, so you must know something about the Internet. But you don't have to buy a website from a friend, but it depends on whether the salesman is professional enough. Can you design the best Internet solution for you and give me a chance to try? If you are not satisfied, you can refuse me generously without affecting your feelings. Are you free (tomorrow) or (the day after tomorrow)?
Posture: The most standard telephone communication posture is standing, because when standing, you can concentrate and breathe smoothly, which makes people full of energy and confidence.
Greetings: When making a phone call and answering the phone, greet each other. Common words are "hello" or "hello", so try to omit idioms before "hello" and "hey".
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.
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.
Listen: Listening means listening carefully to each other. Don't always interrupt each other's speech, and don't speak in a hurry.
Response: Listening is not just listening, but giving the response you hear to the other party, and often giving the other party "hmm", "right" and "yes" responses when talking.
Phonetics: Phonetics plays an important role in telephone communication.
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.
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.
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.
Telemarketing words 3 1. How does telecom sell insurance?
Mr. X (Miss), it is impossible for Shanghai Telecom Pepsi-Cola to engage in insurance business, so our appreciation activity company has carefully selected Cathay Life Insurance Company, one of the world's top 500 companies, to show our customers a 20-year commitment guarantee, which is not available in the hands of Cathay's counters and marketers. It is a scheme of specialized marketing department, which also saves intermediate costs and gives back to our users. Of course, it is meaningless for us to do this kind of feedback service without absolute advantage, don't you think so, sir?
I won't buy your things just because you make a phone call.
Mr. X (Miss X), I know exactly how you feel, but I don't know if you have heard that 2 1 century telephone is the most convenient and effective communication mode in the world, and the cost of telephone participation is the lowest, so we give the biggest benefit to our customers. More importantly, it's convenient to attend and won't delay your time at all. So, do you think there is no pressure to save XX every month?
Mr. (Miss) X, many customers have also talked about this problem. You can prove the authenticity of our project from three aspects. First, you can call this number displayed on your mobile phone and give me my work number. Second, you can call the number of China Telecom to confirm this partnership. Thirdly, you can also call Cathay Life's service phone number (here is the phone number) to confirm that this activity can only be enjoyed by the customers we notified by phone.
I'll try to call and talk to you later.
Oh, Mr. (Miss) X, that's no problem. If something goes wrong with what I told you, won't you send me away as soon as you check it? So if I dare to tell you the verification method, it will definitely be no problem.
I don't like to buy insurance by telephone.
I totally understand that. Let me tell you why we use the telephone. There are three points: first, the pace of urban life and work is very fast, which is the most effective way to save customers' time; Second, as a thank-you to the strict regulations of the CIRC, customers must be informed by telephone recording, which is also to ensure the legitimate rights and interests of our customers in the future. The last point is the most important. This is to consider a moral hazard problem. I believe I will meet you face to face today. But have you ever thought that I can talk about this activity in person, but when it comes to claims, I can't lose this and that. There is no evidence for you to prove that I told you to your face! Therefore, as a VIP Commissioner, we should make the terms stipulated in the text contract clear and clear to you by telephone recording. Only when you understand clearly that there is no pressure to save money can we help you participate. Do you think you can understand what I said?
5. If the customer says, I don't know the person you just mentioned.
Oh, excuse me, Mr. X, is this the number you have been using? Are you the owner of this number? That's great. This activity is presented to the owner of our ship.
6. I'm not available now.
It doesn't matter whether you buy it or not. It doesn't matter if you spend a few minutes learning more about the protection plan. 1 minute doesn't matter!
Of course, your career is so successful that you must be very busy, but have you ever thought about what you are so busy for? In fact, it is also the happiness of yourself and your family, because it is for this reason that you are so busy! Calling you today also saves you time and brings peace of mind and sureness to you and your family. 1 minute to introduce to you.
7. I'm not a Pepsi customer?
Then it doesn't matter. You can also listen to this activity to see if it suits you.
8. Where are you?
We are Shanghai Telecom Pepsi Customer Service Center, and Cathay Life Insurance Company is in xxxx.
9. If the user says I haven't handled your Pepsi business!
Our system shows that you are our valued high-quality customer, and now there is a xxx activity recommended to you.
How long have you used this number? As you know, the number will be recycled. Perhaps the previous owner has already handled the relevant business, so our activity is to inform the owner himself. Since you are using this number, you might as well listen!
10, why do you have my phone number?
Because our system shows that you are a high-quality customer that we value.
Telemarketing words 4 1. Why can't I buy a phone?
It is wrong to ask for the phone number without establishing trust with the customer. Under normal circumstances, customers have just entered the store and have not communicated to the state of trust.
Some customers just come to see, they are not potential customers who are really interested in buying, or they may be disguised investigators of competitors who are afraid of revealing their identities, so they don't want to leave their phone numbers. Some are afraid that you will harass him, because there is a flood of information now, and many sales calls are received every day, which makes customers unwilling to leave their phone numbers!
2. How to get the phone number?
If you meet a beautiful woman you like very much in the street, what do you think are the chances of getting your phone number? In other words, selling is a process of trying. How do you know you can't get the phone number if you don't try? How can I have a customer's phone number?
That is to say, when the customer just enters the store, the salesperson has generally given his business card to the customer, but in the process of walking around the store, the customer is likely to lose the business card of the sales consultant, whether it is lost or not. If the sales consultant forgets to ask the phone number when the customer sits down, he will take out another business card in time and hand it to the customer.
If the customer already has the business card of the sales consultant, he will say no, he already has it. The sales consultant should say immediately, "but I don't have your phone number yet." Leave one. " When the sales consultant voluntarily submits the business card to the customer, even if the customer refuses to accept the business card, he can respond to the sales consultant's request and inform him of his telephone number. In addition, when serving tea, it is also a good idea to sit down and look at the product renderings, talk about prices, activities, gifts, chances of winning prizes, and stick to your own opinions.
When should I contact you after the phone call?
There are seven days in a week (worship), and I can't make a phone call on Monday. Many people send their children to school and have meetings in the company. Monday is the busiest day, so I can't contact them on Monday. So the weekend (Friday, Saturday and Sunday) generally depends on the situation, and some need to make an appointment to contact, and more directly tell you to watch it next week, and have a holiday on the weekend. In other words, every week, the best contact time is Tuesday, Wednesday and Thursday.
What time of day? Go to work at 8: 30 in the morning During this time, after breakfast, I packed my things and went to work. Generally, the company's affairs will be handled between 9: 00 and 10, and the contact is not appropriate. 1 1: 30 is the meal time, and 1: 00-2: 00 is the lunch break. Can't call customers to harass, it will cause customers' disgust. Deal with company customers around 3:00, that is to say, the contact time is10: 00-1:00, and it is 15: 00- 17: 00 in the afternoon, and some people contact at night, usually 20: 00.
If you want to do telemarketing, you should be confident and prepared.
Have enough phones ready before you make a phone call. When calling others, we should adjust our thinking, have a full understanding of product knowledge, have a telephone conversation mode and how to answer different questions. Then, when the phone you dialed rings, you should focus on yourself as soon as possible, temporarily put down what you are doing, so that your brain can clearly handle the information or business brought by the phone. Of course, the above process should be completed immediately. If you don't answer the phone for a long time, the other party will hang up or lose interest in what you say below, and you will lose the opportunity to get information or business.
Turn to the whole problem
In the process of making a phone call, don't "prevaricate" to delay the time. After introducing yourself and me, get down to business and speed up the business conversation. Because time is precious, others may not be listening to your nonsense. Understand the situation of the other company and find the demand according to the products of the service company; Think and look at problems from the other side's point of view. You are here to provide solutions to other people's problems, not to dig other people's money. Therefore, it is very important to learn to ask.
Record at any time
When making a phone call, hold a microphone in your left hand and a pen and paper in your right hand, and write down the information you hear at any time (of course, if you write with your left hand, the other way around). If you are not ready, you have to ask the other person to repeat it, which will make the other person feel that you are absent-minded and have not listened to him carefully; Besides, you have to make so many phone calls a day that you can't remember what every customer said. People's memory is always limited, so there is an old saying that a good memory is not as good as writing. It's also convenient for you to follow up the situation by phone next time.
self-introduction
When you find the person you are looking for (sometimes you know that he is in charge of one thing, but you don't necessarily know his name), as soon as the other person picks up the phone, you should say hello politely, then clearly state your full name, then your company name, and then tell the other person what you are doing here and what kind of service you can provide for him; Similarly, once the other person says his name, you can call him by his first name from time to time in conversation.
Don't transfer it to others
Try to handle the call yourself, and only transfer it to others when it is not necessary. At this time, you should explain the reason to the other party and ask the other party to forgive you. Before you make such a decision, you should make sure that the other party wants you to transfer the call to someone else.
Pay attention to guests and their time.
If you are on the phone, if the other person asks you some questions that you can't answer, and you have to stop the phone to look up some information, you should act quickly. You can also politely say to the other person first, "Would you like to wait for a while?" Or should I call you back later? "Please wait, you can press the wait key. If your phone doesn't have a wait button, put the receiver gently on the table. If you check the information for longer than you expected, you can pick up the phone every once in a while to explain your progress to the other party. For example, you can say: Mr. (Miss) XX, I've found enough for you. A moment, please. When you finish your search and pick up the phone again, you can say, "I'm sorry to have kept you waiting." "Get each other's attention.
Deal by phone
But after you introduce the product to the other party, the other party may say to think about it or discuss it with the superior. You should have said to call you in two days. When you call to follow up, ask him what he thinks. What are the main considerations? Finally, the deal was made. You serve him, not beg him to give you money. Don't be modest in doing business.