Introduction: For pharmaceutical telemarketing talk, the people concerned to understand it. The following is my compilation of pharmaceutical telemarketing talk, for you to read and learn.
Pharmaceutical telemarketing talk, a bad state of mind: the specific performance
1, no passion, no physical action in the phone call, not speak loudly enough;
2, do not believe in their own products;
3, do not have the confidence, do not believe that they can do a good job of telemarketing, ready to die;
4, annoyed with the phone call, not believe that they can do a good job of telemarketing. p>
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.
Pharmaceutical telemarketing techniques, voice tone
1, too slow or too fast, in general, the speed of speech of 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 steady enough, firm, strong. The voice is too light;
5. It does not follow the principle that the first half of the sentence is fast and the second half is slow.
Pharmaceutical telemarketing speech three, speech process
1, do not follow the speech process, private omission, swap, disrupt the standard flow of speech;
2, when the customer raises 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 row of links When the time, to the three steps of the 'question as much as possible to ask, do not ask only one step to jump to conclusions. To try to find as many customer problems, 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.
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 objections are just customers casually habitual ask, positive affirmative answer, it is best to get it done in one sentence.
Pharmaceutical telemarketing talk five, proficiency
1, the words are not skilled enough to read, even read are 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 related to the talk.
3, read the words while reading to the customer, can not convince the customer.
Pharmaceutical telemarketing talk six, the amount of calls is too small
1, too much time wasted on one or a few phone calls;
2, the mood is not good, do not want to make a phone call;
3, there is a problem with the opening statement, wasting a lot of data.
Pharmaceutical telemarketing talk seven, communication details are not well managed
1, when the customer is talking, no response, and do not know how to properly repeat the other party's answer;
2, bad verbiage, they do not feel;
3, tone of voice flippant, opened the inappropriate jokes, asked the should not be asking the
4, do not pay attention to the interaction with the customer, only focus on their own speech, not every two sentences to stop and interact with the customer.
5, do not pay attention to listening, always interrupt the customer's words, or just focus on their own to read the speech, do 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, add to the snake, talk about irrelevant topics;
8, to answer the customer's objections or questions, do 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, the only way to help find the problem;
12, when the customer intentionally does not cooperate to conceal the real situation and resistance to the consciousness of the stronger, you can use the method of the side to find the customer's problem;
13, be sure to do the summing up;
14: Why is the old returned single or checklist is canceled.
Pharmaceutical 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 orders, did not follow up to ask the customer what is still not clear, so that the customer to put their own concerns;
3)The order is not a good idea. p> 3) When placing an order, did not tell the customer not to leave the area;
4) When placing an order, did not repeat the name of the product;
5) When placing an order, did not explain the name of the company to the customer;
6) When placing an order, did not have any action to stabilize the order.