Pharmaceuticals are substances or preparations that prevent or treat or diagnose diseases in humans and livestock. Below, I share with you the telephone sales talk of medicine, I hope it will help you!
First, the mind is not good: the specific performance is
1, no passion, no physical action in the phone call, speech is not loud enough;
2, do not believe in their own products;
3, no confidence, do not believe that they can do a good job of telemarketing, ready to die in battle;
4, Irritability, repeated every day is very boring;
5, the physical state is not good, sick;
6, not enough to commit;
7, do not like telemarketing, afraid of being rejected;
8, call the inner did not find the expert feeling, do not feel that they were experts at that time.
Second, voice tone
1, too slow or too fast, in general, the speed of speech of the experts is slow, but should try to match the speed of speech of the customer;
2, the voice is too small;
3, did not join the expert tone of voice words: en, oh, uh, ah;
4, not enough to calm down. firm, strong, voice too light;
5, did not follow the principle of the first half of the sentence fast, the second half of the sentence slow.
Third, the process of discourse
1, do not follow the process of discourse, privately omitted, switched, and disrupted the standard process of discourse;
2, when the customer asked some questions to disturb the process, I do not know to answer the question and then go around to the process to continue to the next;
3, in the ranking of the link to the three step of the question as much as possible to ask, do not ask only one step to jump to conclusions. To try to find the customer's problem, in order to allow customers to pay attention to their own problems;
4, must be the first pain after the recommended products, the order can not be reversed;
5, the core process to be very clear in the communication process in mind.
Fourth, objection processing
1, common objections to the processing is not skilled or persuasive;
2, the new objections to the processing of reflecting over;
3, the words of the objections to the processing of the words do not fully understand over, said out of shape or deformation is not complete;
4, Do not understand the skills of objection processing
1) Rhetorical questions
2) First understand the reaction
3) Transformation
4) Do not have to answer
5) Some of the objections are just customers casually habitual ask, positive affirmative answer, it is best to get a sentence.
Fifth, the degree of proficiency
1, the words are not skillful enough, even read do not read smoothly, do not dream of a single;
2, the response is too slow, the customer hangs up the phone only to think of the words on the relevant rhetoric.
3, while reading the speech while reading to the customer, not able to convince the customer.
Six, the call volume is too small
1, too much time wasted on a call or a few calls;
2, not in a good mood, do not want to call;
3, the opening statement has a problem, a lot of wasted data.
VII, communication details are not well managed
1, when the customer is talking, no response, and do not know how to properly repeat the other side of the answer;
2, bad verbiage, they do not feel;
3, tone of voice flippant, open the inappropriate jokes, asked the question should not be asked;
3, the tone of voice flippant, open the inappropriate jokes, asked the question should not be asked;
4, the customer's voice, and the customer's voice. p> 4, do not pay attention to the interaction with customers, just focus on their own speech, not every two sentences to pause and interact with customers.
5, do not pay attention to listening, always interrupt the customer's words, or just focus on their own to read the speech, did not understand what the customer is saying;
6, pause time is too long or too short, change the topic of time is not natural and rapid;
7, with the customer nonsense answer, add to the snake, talk about irrelevant topics;
8, to answer the customer's objections or questions, did not follow the principle of understanding before answering. Did not follow the principle of understanding before answering, direct confrontation with the customer, resulting in customer resentment;
9, no empathy, will not think differently, when the customer expressed a variety of emotions did not properly express sympathy and understanding;
10, messy promises, messy guarantees, too absolute to lead to customer suspicion and disbelief;
11, when you ask the customer questions, the customer will sometimes perfunctory you, this is the callback clerk must dig deeper, or directly repeat his words, only then can help find the problem;
12, when the customer intentionally does not cooperate to conceal the real situation and resistance to a stronger sense of the time, you can use sideways to find the customer's problems;
13, be sure to do a summary;
14, why the old be refund or checklist was canceled.
Notes:
1) Speaking too strong, sales flavor is too strong, not from the customer's point of view to consider the problem, did not give the customer the opportunity to speak;
2) Confirmation of orders, did not follow up with the customer there is nothing clear, so that the customer to put their own concerns out;
3) When the order is placed did not tell the customer not to leave the local;
4) the order did not repeat the name of the product;
5) the order did not explain to the customer the name of the company;
6) the order did not have any action to stabilize the order.
Read more: Telemarketing Techniques
Technique 1: "I have to think about it" method of closing the deal
When the customer says he wants to think about it, what do we say?
Salesman tactics:
Mr. (Ms.) × × ×, it is clear that you will not take the time to think about this product, unless you are really interested in our products, right?
What I mean is: you're not telling me to think about it just to avoid me, are you?
So I'm assuming you'll really think about it, right? Can you let me know what it is that you want to think about? Is it the quality of the product, or the after-sales service, or what have I just missed? ××Mr. × × (Miss), honestly will not be because of the problem of money?
Technique 2: "Powell's" closing method
When customers like a product, but used to procrastinate on making a purchase decision, what do we do?
Salesman talk:
U.S. Secretary of State Colin Powell said that he said that delaying a decision costs the U.S. more than not making a decision or making the wrong decision.
Isn't that a decision we're talking about here?
What if you said "yes"?
What if you said, "No, nothing is going to change, and tomorrow will be the same as today.
If you say "yes" today, here's what you're going to get: 1, ......2, ......3, ......
Obviously it's better to say yes than no. Wouldn't you say?
Technique 3: The "recession" deal
What do you do when a customer talks about a recent market downturn that might cause them not to make a buying decision?
Salesman:
Mr. (Ms.) × × ×, years ago I learned a truth of life, the successful buy when everyone else is selling, when everyone else is buying when they sell.
Recently many people have talked about the market downturn, and in our company we decided not to let the downturn bother us, and do you know why?
Because most of the people who have wealth now built their businesses during the recession.
They see long-term opportunities, not short-term challenges.
So they made buying decisions and succeeded.
And of course they have to make that decision.
Mr. (Ms.) ××, you have the same opportunity to make the same decision right now, would you like to?
Technique 4: "not in the budget" method
When the customer (decision maker) to their company does not have enough budget as an excuse, ready to delay the transaction or price pressure, how do you do?
Salesman:
× × Manager, I fully understand what you are saying, a well-managed company must be carefully budgeted.
Budgets are a tool to guide a company toward its goals, but tools often need to be flexible themselves, don't you think?
If the product we're discussing today helps your company to be competitive in the long run or is directly profitable, as a decision maker in your company, would you prefer to have the budget control you, or would you prefer to be in charge of the budget?
Technique 5: "kill the customer" closing method
When the customer is accustomed to your quality products to kill the price, how do you do?
Salesman:
× × Mr. (Miss), I understand this idea, the general customer in the choice of the same product, he will pay attention to three things:
1, the quality of the product; 2, excellent after-sales service; 3, the lowest price.
But in reality, I have never seen a company that can provide the best quality, the best after-sales service, and the lowest price to customers.
That is, it is unlikely that these three conditions can be had at the same time, just as it is unlikely that a Mercedes-Benz car can be sold for the price of a Santana.
So now you have to choose the product, you are willing to sacrifice which one? Are you willing to sacrifice the excellent quality of our products, or our company's excellent after-sales service?
So sometimes we invest a little more to get what you really want or quite worth it, don't you think? (And when do we start delivering?).
Technique 6: "NOCLOSE" closing method
When the customer because of some problems, you are accustomed to say: "NOCLOSE" What do you do?
Salesman:
× × Mr. (Miss), in life, there are many salesmen they have enough reasons and enough confidence to convince you to buy their products.
Of course, you can say no to all salesmen.
In my industry, my experience has taught me the irresistible truth that no one will ever say "no" to me"When a customer says "no" to me, they are not saying it to me, they are saying it to their own future happiness and joy.
Today, if you have a product that your customers really want to own, would you let your customers say "no" to you for any reason or excuse because of some small problem?
So I won't let you say no to me today!
Technique 7: irresistible transaction method
When the customer on the value of the product or service is not too clear, the feeling that the price is too high, there is still a certain point of resistance, how do you do?
The salesman: on this lesson you feel you can continue to use how long, you think you can make you more money in the future how much money?
Customer:10 million!
Salesman:$10 million more in the next 5 years, so how much are you willing to pay to improve these capabilities?
Customer:xxx? (100,000)
Salesman: What if we don't need 100,000, we just need 50,000? What if we don't need 50,000, but only 10,000? Instead of 10,000, we only need 4,000 dollars? If you sign up now, we only need 2,000 yuan what do you think? Can be used for 20 years, a year as long as 100 dollars, a year has 50 weeks, a week as long as 2 dollars, an average of 0, 3 dollars a day as long as the investment.
$0.3/day, if you don't even have the means to invest $0.3/day, all the more reason to come to class, don't you agree?
Discipline 8: "economic truth" closing method
When the customer wants to buy the highest quality product at the lowest price, and the price of your product is non-negotiable, how do you do it?
Salesman:
× × Mr. (Miss), sometimes the price to guide us to make the decision to buy is not quite right, right? No one would want to invest too much money in a product, but sometimes investing too little has its problems.
If you invest too much, you lose some money at most, but if you invest too little, you lose a lot more, because you're buying a product that doesn't give you the satisfaction you expect.
In this world, we seldom find that we can buy the highest quality product at the lowest price, this is the truth of the economic society, when you buy any product, sometimes it is worth to invest a little more, right?
If you agree with me, why don't you invest a little more in a better quality product? After all, what you get from choosing an ordinary product is not something you can fulfill.
When you choose the benefits and satisfaction of a better product, the price is not very important, don't you think so?
Discourse 9: "tenfold test" closing method
When the customer value of the product is not yet fully recognized, do not dare to take the risk of deciding, your products or services and the test of tenfold test, you can use this method.
Salesman: × × Mr. (Miss), many years ago I found that the perfect test of the value of something is to see if this thing can withstand the test of 10 times the test.
For example, you may have invested in a home, a car, clothing, jewelry, or something else that brings you joy, but after owning it for a while, are you able to answer this question with certainty: Would you be willing to pay 10 times more for this product now than you did in the past?
Just like today when you take a course that helps you increase your personal image and income, or invest in a product that improves your health, it's worth it.
In our daily lives, there are some things we think we'd be willing to pay 10 times as much for after we enjoy the benefits they bring? Do you think so?
Technique 10: Absolute Closing Mind
Self-suggestion: I can sell any product to anyone at any time!
Attention-grabbing telemarketing openerWhen you initiate a call to an unknown customer, your goal is to get that customer to buy the product or service you are presenting.
However, most of the time, you will find that no sooner have you made an opening than you are politely or rudely rejected.
Now, let's look at how to effectively organize your opening to increase your success rate in telemarketing.
Generally speaking, the 20 seconds after you get on the phone are critical.
You can take advantage of these 20 seconds, you can potentially use up to a minute to your effective opening, which includes:
1. Introduce you and your company
2. Explain the reason for the call
3. Understand the needs of the customer
4. Explain why the other person should talk to you or at least be willing to listen to what you have to say.
Getting the customer's attention on the other end of the line
There is nothing more important than making an unsolicited call than getting the customer's attention and interest.
People who don't know each other are usually not ready to continue the conversation and will put the microphone down at any time.
You need to be prepared with a well thought out script to get the person's attention through the power of your words and voice.