Tip 1: Say the first sentence well and build initial trust.
The skill of opening remarks is to solve these doubts in customers' minds. Only if your opening remarks can solve these doubts in the hearts of customers can you continue. Among them, the first sentence is very important, usually it shows how I know you. For example, when a An Xun software company cooperates with the credit card department of a bank, the first sentence is usually: "Hello, is that Mr. Zhang Yongchang? I'm * * from the customer service center of China Merchants Bank. Do you have time now? I want to return with you. " Because I am a credit card user of China Merchants Bank, it is possible to continue the conversation.
In this conversation, the success of An Xun Software Company stems from the good reputation of China Merchants Bank, which used one of the database resources. If you don't have a reputable database, the easiest way is to greet the customer directly and tell him the contact information.
Tip 2: Don't give customers a chance to reject you.
Most untrained sales newcomers often suffer a lot from this, only knowing to say or ask some closed-ended questions that are easy to be rejected by customers, such as whether it is good or not. The customer's "no" will be abolished. Therefore, excellent salespeople pay great attention to the design of questions in every conversation, and basically form the habit of ending with open questions. For example, "I came to see you today to introduce a special type of consulting service" transaction ". How much do you know about this service form? " So it's not easy for customers to hang up on you.
However, the closed question is not useless in the whole opening stage. When customers are interested in your service and ask for your opinions or suggestions, you use closed-ended questions for diagnosis. At this time, closed questions become easy to build trust. For example, when I communicate with many customers, customers are worried about how to establish the organizational structure of the telemarketing team. I usually ask, "Can you briefly describe your current organizational structure?" This is an open-ended question. "Do you have someone who is responsible for developing new customers and maintaining old customers? This question is a closed question.
Tip 3: Give different people different interests.
Each call is usually short, usually 3.5 to 4.5 minutes. In the opening remarks, the benefits brought to the target customers should be briefly summarized, and the target customers should appeal for benefits according to different positions.
People at the decision-making level, such as the general manager level, are troubled by financial figures every day. Concerns can be expressed directly from figures or operational KPIs. The growth of sales and profits, the reduction of costs, the improvement of unit operating efficiency, etc. In addition to the operation of his own enterprise, he also pays more attention to the dynamics of competitors, his influence in the industry and so on.
Therefore, in a short time, you must skillfully organize your opening remarks and tell the reason why you want to find him. When he asks you, "What can I do for you?" You must sum up the benefits your products and services bring to him in one sentence. "Hello, Mr. Liu, our company is a consulting company that helps enterprises to establish telemarketing system and improve the profit level. At present, in your industry, the name of so-and-so opponent is also our long-term strategic customer. I'm calling you today mainly to let you know about our services, communicate with each other and explore the possibility of cooperation. Do you want to know how a rival company quadrupled its performance in three months? "
Management, such as the department manager, pays more attention to the evaluation index of his department, the rights of his department, such as the training budget of his department, and his personnel problems within the organization, such as the support of other departments and the views of his immediate supervisor. So when you communicate with these people, don't directly communicate the impact of your services and products on the whole company, because even if your products are no matter how good, they will at most play an upward recommendation role. The correct way is to enter their choice range first, and then provide him with all kinds of help within his power. So in the opening stage, as long as you first explain that your service is the choice of many enterprises, let them make a reference, and then have the opportunity to continue to follow up, this skill is really effective. Unless you meet a purchasing or department manager who is considering changing suppliers. Congratulations. Good luck.
Tip 4: Introduce yourself first.
After the call is connected, make the simplest self-introduction in the shortest time. For example: "Hello, General Manager! I'm from * * * company, and our company specializes in * * *. I'm calling you today, mainly to find out if you have this demand. ……"
Self-introduction is always the first step to get to know each other. Some novice salesmen are in a hurry, or accidentally forget to introduce the company's products in a hurry, but forget to introduce themselves, which will make customers feel a little disrespected. This feeling has a certain influence on the follow-up conversation between the two sides. This is the second step for the salesperson to call.
Tip 5: introduce the company's products and technologies in the most concise and clear words.
When a salesman calls a customer for the first time, he must introduce the company's products and technology in the most concise words after the two sides introduce themselves, especially where the outstanding advantages of the company's products and technology are, which will leave a deep impression on the customer and help the formal negotiation and quotation in the later period.
Salespeople must learn to explain clearly the advantages of products and technologies in a few sentences! If the salesman is eloquent on the spot, he can write it on paper in advance and then read it.
Tip 6: Ask for the customer's contact information.
The salesman contacted the customer by phone for the first time. When the communication between the two parties is almost the same, the salesman should choose the opportunity to ask the customer's contact information. The most important contact information for customers is email, QQ and mobile phone number. The best situation is definitely that the customer tells us all the above contact information; If the customer doesn't want to reveal his mobile phone number in the first conversation, then we can settle for the second best, and we must get the customer's email address or QQ number.
Most customers will tell us their email address or QQ number, so that we can send the relevant information of the company, so that customers can better understand our company and products, and at the same time pave the way for the next contact-the next dialogue, we can have in-depth exchanges with customers on these products!
Special emphasis: if customers are willing to provide their mobile phone numbers, then the probability of future cooperation between the two parties is at least 50%, and these customers belong to our key tracking customers!
Tip 7: Pay attention to "timing"
It is usually not welcome to call each other in the early morning or midnight. In addition, the period from 8: 00 am to 10 am (especially on Mondays) is the busiest time for Class One, so it is best to stagger this period when making a phone call. Therefore, it is necessary to know when the other party is free, so as not to cause trouble or disgust to the other party.
In the work manual of a sales expert, there is such a record: "A company manager: Monday: 9: 00 to 1 1: 00 (the department head will report). Wednesday: 10 to 12 (business group meeting). "
Tip 8: Pay attention to your voice and mentality.
Telephone only transmits information by voice, so the first sentence, intonation and tone are very important. If the heart is not sincere, the other party can hear it. When you receive a phone call, you should listen carefully and write down the main points. Don't do other work while listening.