Communication ability is the most important and core skill of a salesperson. How to deal with customers with different preferences, personalities and even moods, so that they are interested in listening, accepting salespeople first, and then accepting products, is a very professional skill.
A successful salesperson should remember:
1. At the same time of successful promotion, make this customer your friend.
Any potential customer has a weakness, that is, he will collapse in the first attack.
Nothing is impossible for those who strive actively.
The more difficult the prospective customer is, the stronger his purchasing power is.
When you can't find a way, why not open one?
6. It should be a great honor for prospective customers to know you.
7. Making new friends constantly is the cornerstone of success.
8. When you speak, your tone should be gentle, but your attitude must be firm.
For a salesperson, being good at listening is more important than being good at arguing.
10. Winners not only have hope, but also have clear goals.
1 1. Only those who keep looking for opportunities will seize them in time.
12. Don't avoid people you hate.
13. Forget the failure, but remember the lessons learned from it.
14. Too much caution can't achieve great things.
15. Things are changing, and so are potential customers.
16. The success or failure of promotion is directly proportional to the efforts made in advance.
17. A bright future begins now.
18. Failure is actually the tuition fee that success should pay.
19. Get to know the customer's consumption psychology slowly, and don't rush for success.
You must identify with others. No matter what he says, you have to nod and smile. You promised him, didn't you? Because your point of view is recognized, you always think it makes sense, but when he just got your approval, did you find that he would agree with your point of view out of respect? Do you believe it? Only in this way can we establish good contacts and produce good communication.
Matters that salespeople should pay attention to
We are in sales. What do we sell?
⑵ Initial conversation skills with customers.
⑶ How to improve business negotiation skills in business negotiation with customers?
⑷ How to conduct efficient customer management?
5] Key points and guiding ideology that can make sales successful.
How to do well the interpersonal relationship with customers and the importance of interpersonal relationship in sales.
(7) How to negotiate the accounting period with customers.
Telemarketing skills
1, recorded 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.
Step 2 sign up for employment
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.
Step 3 get down to business
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. According to your company's products, understand the situation of the other company and find the demand; 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.
4. Avoid long telephone interruptions.
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.
5. Track phone calls to promote transactions
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.
Telemarketing case
Case demonstration: telephone negotiation
Wang: Key Account Manager of M Dairy Company
Song Weidong: Huahui (pseudonym) purchasing manager of large supermarket chain.
On Monday morning, Wang dialed the telephone of Manager Chen's office.
Wang: Good morning, Manager Song. My name is Wang, and I am the key account manager of M Dairy Company. I want to talk to you about my products entering the store. Do you have time now? Through previous understanding, Wang already knows the name and telephone number of the person in charge of the store. )
Song Weidong: I don't have time now. I will hold a regular meeting of the department soon. (eager to end the call, obviously not interested in this conversation)
W: Well, I won't bother you. When are you free? I'll call you back. You must tell the time yourself at this time, or they will refuse in another way the next time you call.
Song Weidong: Maybe this time tomorrow.
Wang: OK, see you tomorrow. Tomorrow is also a phone call, but "see you tomorrow" can narrow the psychological distance between the two sides.
On Tuesday morning, Wang dialed the telephone of Manager Song's office again.
Wang: Good morning, Manager Song. I talked to you on the phone yesterday. My name is Wang, and I am the key account manager of M Dairy Company. (First of all, remind the other party that he approved the call today, so there is no reason to shirk it. )
Song Weidong: What products do you want to talk about when you enter the store?
Wang: In the first half of this year, our company launched a new lactic acid bacteria product, one single product, hoping to cooperate with your store.
Song Weidong: I'm not interested in this category. There are several brands on sale in the store at present. I don't want to add any more brands for the time being. Sorry (obviously ready to end the conversation)
Wang: Yes, there are several brands in the shop, but they are all packaged at room temperature. My product is active lactic acid bacteria, which is packaged in fresh-keeping way. Of course, you know consumers are more willing to buy fresh milk in the same price range. Secondly, our products have entered the catering channel in an all-round way, and the sales volume is rising every month, especially in those large restaurants near you, many consumers will go to the store for secondary consumption; Our company adopts the marketing strategy of "high price and high promotion", so the gross profit point of my products is definitely higher than other dairy products. In this passage, Wang mentioned the selling point of the product, the established fixed consumer group and high gross profit, so as not to cause opposition from the other side and end the negotiation.
Song Weidong: (Thinking for a moment) What other channels can you sell your products? The other party is interested, but needs some data to support his idea. )
Wang: At present, more than 65,438+000 supermarkets are selling our products, including some international chain stores. Sales are good. I can show you historical data. (Enhance each other's confidence by telling the facts)
Song Weidong: Well, come for an interview tomorrow morning. Please bring some samples.
Summary of scenario demonstration: In the first call, the buyer didn't give Wang a chance to speak. Many salespeople had to end the call at this moment, but Wang showed flexibility and won a reasonable call opportunity. In the second call, in the face of the buyer's refusal, Wang told the other party the unique selling point and competitive advantage of the product in a short time according to the main points of telephone negotiation, which successfully improved the other party's interest in negotiation and finally won the opportunity of regular negotiation between the two parties.
Essentials of business negotiation
1 listening
2 expression
3 ask questions
4 persuade
5 random strain
Telemarketing and skills
First, determine the target customers.
The first step in sales work is to determine your target customers. Where are the target customers? Which customers are most likely to use your products? This message must be clear, otherwise it may be futile to make more phone calls every day.
For example, there are all kinds of fish in the pond. What kind of fish do you want? You should first observe where most of the fish you want are concentrated, and don't fish aimlessly.
Finding customers in the most concentrated places of target customers can achieve better results, so be sure to accurately locate your target customers. After making a strange phone call, the first step to success is to find the right person. If you can't even find someone who has the right to make a decision, then no matter how good the sales skills are, it will be in vain. Therefore, the first step for a telemarketer to make a strange call is to make sure that the person you are talking to is the key person you are looking for.
How to judge that this person is the key person you are looking for? Key people generally have three characteristics, which can be expressed in English as MAN: m means rich, and key people must have a budget to buy your products.
Products; A means right, and the key person must have the purchasing decision-making power or have an important influence on the decision-making; N means there is demand.
Second, effective sales preparation.
The sales process of telemarketing is very short, and only by making full preparations can we seize the rare opportunity. The preparation before telemarketing is like the foundation of a building. If the foundation is not solid, the building will collapse.
It will collapse soon. The result of telephone communication with customers has a great relationship with the preparation before telephone sales. Even if you have strong communication skills, you can't do it if you are not prepared.
Can achieve the desired effect. The preparatory work before telemarketing includes the following aspects:
Define the purpose of calling the customer. Do you want to sell your products successfully, or do you want to establish a long-term cooperative relationship with your customers? It must be clear, so that it can be targeted.
Define the destination of the call. What's the goal? The goal is the effect after the call is over. Purpose and goal are related, so we must be clear about the purpose and goal of calling, which are two important aspects.
Clarify the questions that must be asked in order to achieve the goal. In order to achieve your goal, you must be clear about what information you need to get and what questions you need to ask before making a phone call. Get more information and understand the customer's needs from the beginning of connecting the phone. If you don't ask questions, you obviously can't get the information and needs of customers. Therefore, the skills of asking questions in telemarketing are very important. The questions you need to ask should be written on paper before you make a phone call.
Imagine and prepare questions that customers may ask. When you call a customer, the customer will also ask you some questions. If you are not clear about the customer's problem, you should take the time to find some information. The customer may hang up for fear of delaying his time, which is not conducive to the establishment of a trust relationship. So to know what questions customers may ask, you should know how to answer them in advance.
Preparation of required information. As mentioned above, you can't have too much time if you need to consult the information to make some responses to customers. It should be noted that the customer must not be kept waiting at the other end of the phone for too long, so the information must be kept at hand so that it can be found immediately when consultation is needed.
Make the questions that customers may often ask into a job help form, and when customers ask these questions, you can look them up quickly at any time. Another piece of information needed is the contact telephone number of relevant personnel, especially colleagues. If you are not clear about the questions raised by customers, you can ask the technicians in your colleagues to help you answer them.
Third, eye-catching opening remarks
For salespeople, whether your opening remarks can arouse customers' interest determines the smoothness of telephone communication. Therefore, designing a communication scheme that customers are willing to listen to has become the key to the success of telemarketing.
Many telemarketers like to use such opening remarks: Hello, I'm XX from XX Company. May I bother you for two minutes? From the caller's point of view, this sentence is correct. It is a polite and reasonable prologue to telemarketing. But from the analysis of the respondents, the problem is very big. Because this kind of prologue is easy to make the caller wary and even disgusted. "Which company's salesman? Will it be a liar? " The client will feel suspicious. Why should I give you two minutes? What good is it for strangers to call me? A good opening speech is half the battle. Never let customers feel alert and confused, so you will get twice the result with half the effort. Your first sentence will determine the fate of this sale.
As a successful telemarketer, after giving your company and name, you can ask the customer, "Is it convenient to answer the phone now?" In fact, many times customers receive sales calls at inconvenient times, but few people really respond like this. Instead, they will ask why you called, suggesting that you can continue chatting. You can also take a more frank and humorous way, such as: "This is a sales call, I don't think you will hang up?" According to people's experience, only 10 people hang up at this time.
Therefore, in the first 10 seconds of telemarketing, we should seize the customer's attention and arouse his interest. It takes 30 seconds to decide the fate behind: whether to end or continue.
Fourth, gain the trust of customers.
For telemarketers, the biggest headache is in the initial stage of contacting new customers. At this stage, we can't rely solely on product knowledge and authoritative image to approach customers. Many sales experts come to the most important conclusion: if you can't win the trust of customers, sales can't go on at all.
For example:
Salesman: "Hello, Miss Li, I am a senior consultant of Ping An Insurance. I have a prize for you here. I wonder if you are free this weekend. Shall I send it to you? "
Miss Li: "Who are you? My prize? How do you know my phone number? "
Salesman: "Your phone number is in our company's internal database. But a famous expert doctor like you, there must be many people who have your contact information. This award is very rare. It only takes you 15 minutes. Do you think so? "
Miss Li: "What award? Who called you? Sorry, I'm busy and have no time. Let's talk about it. "
In the first telephone contact with customers, the key is to gain the trust of customers, not to bring benefits to customers. Who would believe that the pie would fall from the sky by itself? Therefore, when a telemarketer contacts a customer for the first time, it is best to borrow a third party or an old user to lead the way, so as to gain the trust of the customer and make the conversation easier. For example, in this kind of telephone conversation, when Miss Li asks the other party how to get her phone number, if the salesperson can introduce someone who is familiar with or respected by Miss Li as an introducer, it will inevitably increase Miss Li's trust and make the conversation enter a harmonious atmosphere.
Five, quickly cut to the chase
When customers are willing to listen, telemarketers should cut to the chase quickly. Don't think that getting into the subject quickly will offend customers. Businessmen pay most attention to practical interests. You must take the benefits that the product can bring to them as the content of the conversation as soon as possible to arouse customers' interest in you again.
For example:
Salesperson: "Do you think that the fierce competition in the industry leads to the low profit rate of enterprises?"
Customer: "Yes, unfair competition among industries makes the profits of enterprises thinner and thinner, but the cost can't be saved much."
Salesman: "I heard that your company still uses XX equipment?"
Customer: "Yes."
Salesman: "According to the latest statistics of our company, the profits of those enterprises that bought our equipment increased by 15% compared with the same period without increasing the labor cost and material cost.
. I hope our products can also make your enterprise get more profits. "
Customer: "What product?"
Salesperson: "XX products ..."
The time of telephone communication itself is relatively short, and quickly cutting into the communication topic is the most concerned issue for both parties, so telemarketers need not be afraid or taboo to get into the ditch quickly.
Get to the point.
Six, emphasize their own value
When telemarketers describe products, they should mainly explain what practical problems the products can help customers solve and what value and benefits they can create for customers, so that customers can easily accept your things.
For example, you can say, "Many customers have told us that our products have helped them reduce the chances of viruses invading their computers, ensured the security of their systems, reduced the problem of extra capacity caused by excessive spam, and saved them the cost of purchasing new security software. These should be very important for companies like you. "
Regardless of telephone sales or door-to-door sales, self-worth is a part that must be emphasized in the sales process, because it is the key factor to determine whether customers will produce transaction results.
The difficulty of telemarketing lies in how to establish a relationship with customers, gain trust and generate transactions in the shortest time. Through the above six suggestions, the author hopes to inspire many front-line telemarketers, so that they can quickly master the tricks of telemarketing and make sales achievements more effectively.
Skills:
1. Explain the subject and purpose of the call.
2. Pay attention to the time, place and environment of calling the other party.
3. Pay attention to standing posture and sitting posture when communicating by telephone.
4. The tone should have affinity.
5. Pay attention to the vitality and rhythm of the sound.
6. Pay attention to the logic and rigor of speaking.
7. Always smile, smile, smile.
8. Tell the other person clearly who you are.
9. Tell the other person the subject of communication directly, and don't beat around the bush.
10. Think about what to say first, then what to say, and pay attention to the steps of the conversation.
1 1. Prepare for communication obstacles in advance, such as opposition from the other party and various emergencies.
12. Committed to building trust and friendship with each other.
13. Learn to speak with facts and cases.
14. Don't assume that the other party knows or understands.
15. Learn to confirm each other's views and opinions.
16. Learn to listen and understand.
17. Pay attention to the surrounding influence during the call.
18. Pay attention to the end of your call.
19. Prepare for the next call or meeting.
20. When the call is over, wait for the other party to hang up.
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Computer sales speech
Computers should beat competitors through the comparison of brand, hardware, function, technology and service, and "the main purpose of this talk is to provide salespeople with information about products and services in the sales process of competitive stores in six-level cities, so as to form a differentiated contrast with competitors' products, thus highlighting Lenovo's advantages to form a favorable attack and protecting the weak to form an effective defense. "
"Lenovo computer five ratio" mainly refers to:
1. Brand comparison: "Shu Hua" thinks it is mainly to reflect Lenovo's brand value.
2. Hardware comparison: It is said that Lenovo's "core components are Grade A products of internationally renowned manufacturers", while "core components of other brands" are "general products, even products and components that have been repaired twice by international manufacturers".
3. Specific functions: Only Lenovo computers can "hard recover (system damage can also be recovered)" while other brands can only "soft recover (system damage cannot be recovered)".
4. Contrast technology: Lenovo's "safety index" and "the host and all components have passed the national compulsory 3C certification", while other brands "only a few have passed, and those mass-produced and sold have not passed the certification".
5. Comparative services: H*, Founder and T** are clearly regarded as the main competitors in terms of services. In the special list, it is specially noted that the response time of H* is "no commitment, few maintenance sites, only a few big cities, and one in every 20 cities in the country on average". On the other hand, Lenovo has maintenance points in more than 2,600 cities across the country.