Pharmaceutical telemarketing techniques a: bad state of mind
Specific performance
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;
4, irritability
5, the physical state is not good, sick;
6, not enough commitment;
7, do not like telemarketing, afraid of being rejected;
8, call when the inner did not find the expert feeling, do not feel that they were experts at that time.
Medical telemarketing techniques two: 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 calm, firm, strong, too light voice
5, did not follow the principle of the first half of the sentence fast, the second half of the sentence slow.
Medical telemarketing tactics three: discourse process
1, do not follow the discourse process, private omission, swap, disrupt the discourse standard process;
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 go down;
3, in the lineup of the link, the three-step question as far as possible to ask the question, do not ask only one step to jump to conclusions. Do not ask only one step to jump to conclusions. To try to find the customer's problem, in order to let the customer pay attention to their own problems;
4, must be the first pain after recommending the product, the order can not be reversed;
5, the core process to be very clear in the communication process in mind.
Medical telemarketing talk four: objection processing
1, common objections processing is not skilled enough or not persuasive;
2, the new encounter objections processing reflecting over;
3, the words of the objections processing is not fully understood over, said out of shape or deformation is incomplete;
4, do not understand the objection processing skills
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 it done in one sentence.
Medical telemarketing talk five: proficiency
1, the words are not skilled 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 up the words on the relevant rhetoric.
3, read the words while reading to the customer, can not convince the customer.
Pharmaceutical telemarketing tactics six: the amount of calls is too small
1, in one or a few phone calls on the waste of too much time;
2, the mood is not good, do not want to call;
3, the opening statement has a problem, a lot of wasted data.
Pharmaceutical telemarketing talk seven: poor management of communication details
1, when the customer is talking, no response, and do not know how to properly repeat the other side of the answer;
2, bad mantra, they do not feel;
3, tone of voice frivolity, opened the inappropriate jokes, asked the question should not be asked;
4, do not pay attention to and Customer interaction, only focus on their own speech, not every two sentences to stop and interact with customers.
5, do not pay attention to listening, always interrupting the customer, 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 messy answer, 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, directly 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 appropriately express sympathy and understanding;
10, messy promises, messy guarantees, too absolute to lead to customer suspicion and do not believe;
11, when you ask the customer questions, the customer will sometimes perfunctory you, this is the return visit staff must dig deeper, or directly repeat his words, the only way to help find the problem;
12, when the customer intentionally do not cooperate to conceal the real situation and resistance to a strong sense of time, you can use the method of the side to find the customer's problem;
13, be sure to do a summary of ;
14: Why is the old returned single or nuclear single was canceled.
Medicine telemarketing talk notes
1) speak 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 the order, did not ask the customer what is still not clear, so that the customer to put their own concerns;
3) the order did not tell the customer not to leave the local;
4) placed an order without repeating the name of the product;
5) placed an order without telling the customer the name of the company;
6) placed an order without any action to stabilize the order.
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