Telemarketing has become a more popular sales method in modern times, so how can you communicate well with the other party over the phone and reach a sales intention? Today I will search for some knowledge about telemarketing skills and techniques for you.
Telemarketing skills and techniques Part 1
First, to overcome their own internal barriers,
Some people have been worried about the other party before the call to reject their own refusal to be rejected do not know how to deal with, can only hang up the phone, and even some people look forward to the phone to hang up quickly, no one to answer the phone, and always stand in the answerer's point of view, imagining how he will be able to get the phone back to him. The first thing you need to do is to think of the person who will answer the phone, and imagine how he will reject you.
If you think about it this way, it becomes two people rejecting you.
Then the call won't have the desired effect.
There are several ways to overcome this inner obstacle:
(1) Get in the right frame of mind.
In sales, being rejected is a normal thing.
What's not normal is that no one rejects us; if that were the case, we wouldn't need to run the business.
We need to have two hundred percent confidence in our own products and services, and we should be very optimistic about the market prospects for our products.
It's a loss for others if they don't use or need our products or services.
At the same time, summarize a few advantages of your product.
(2) Summarize well.
We should thank, every customer who rejected us.
Because we can learn from them why we were rejected.
After each call, we should make a note of how they rejected us, and then we should summarize how we can fix it if it happens again.
The purpose of this is so that when we face a generic problem again, we are confident enough to solve it without fear or trepidation.
(3) Take a little time each day to study.
The more you learn, the less you realize you know.
We don't go to learn with the intention of reaching a certain height.
Rather, it's to give ourselves enough confidence.
Of course, we should be selective and not learn everything we don't know.
Before you make a phone call, the keywords you want to express to the customer can be written on paper, so as not to be nervous and "incoherent", the phone call more natural maturity.
Second, the purpose of a clear phone call
The purpose of calling the customer is to sell the product, of course, can not be a phone call can be accomplished, but our phone call to play the effect of being able to get to us valuable information.
If the person who answers the phone happens to be the person in charge, then we can directly introduce the company's products, communicate by phone, send product information to its e-mail, visit appointments, etc.
If you are not the person in charge, we need to find a way to get the person in charge of the name, phone number, and other information, and then contact them to send an e-mail, visit appointments.
So call the customer is not the purpose, we want to contact our target customers, get the opportunity to interview, and then complete our sales.
Third, the collection of customer resources
Since the purpose is clear, then it is the question of who to call, any industry telemarketing is from the beginning of the selection of customers, the key to success in telemarketing is to find the right target,
or to find a sufficient number of effective potential target customers, if even this is not done, is not even talk about what to create!
The key to success in telemarketing is finding the right target, or finding enough valid prospects to target.
In the telemarketing process, choice is always more important than effort, the beginning of the right target does not mean that you can generate sales results, but at least you get a chance to get a good start.
The choice of customers must have three conditions: 1, there is a potential or obvious demand; 2, there is a certain amount of economic strength to consume the products you sell; 3, the contact person to have the right to make decisions, to be able to make a decision to shoot the board.
As our products belong to high-grade products, consumer groups are mainly concentrated in the middle and high-income groups, public spending crowd and social celebrities, these people are mainly concentrated in the industry, including the IT industry, consulting, entertainment, real estate, publishing,
pharmaceutical industry, automotive industry, media industry, communications, study abroad intermediary, civil aviation, financial services, government institutions, etc., in the customer In the development of the time, we have to collect the personal information of these industries, companies and enterprises purchasing staff, government departments and trade unions purchasing staff information.
Fourth, the front desk or switchboard communication
The information collected, it is the phone contact, this time you will find a lot of phone calls is the company's front desk or switchboard, answer the phone to the person is not what you are looking for the target, ready to prepare for a large set of sales talk is not yet spoken to be rejected,
Then we have to find ways to get around these obstacles, bypassing the words of the front desk, and then the phone is not the target, the phone is not the target. These obstacles, bypassing the front desk tactics:1. When looking for information, by the way, to find the boss's name, in the call,
Directly to the boss, if the other party asked you who you are, you say is its customers or friends, so that the chances of finding a little bigger.
2. Prepare more than a few of the company's phone, with different numbers to play, different people to pick up, there will be different reactions, so the chances of success is also greater.
3. casually turn to an extension and then ask (not press 0 to artificial), may turn to the salesman there or the personnel department, so that you can avoid the front desk.
4. If you think this customer is very play, you do not give up, you can find another colleague to help you play, by the way, test your colleagues, but also can learn new ways
5. to their partners as, for example: Hello, I am XX company, help me to pick up your boss, yesterday, I sent a fax to him to make sure that he receives.
6. Do not know the person in charge of the last name, pretend to know, for example, to find your manager Wang, "I am XX company XXX, before we contacted to talk about cooperation.
If you answer no such person, you can say: Oh, that's my memory is wrong, his business card I lost, please tell me his last name, how many phone calls?
7. Don't leave your name and phone number with the person who answers the phone.
If the person in charge is not available, say: "That's OK, when is the person in charge usually available? If the person in charge isn't available, say: "When is the person in charge usually available?" and "When is a convenient time for me to call? This way, the person who answers the phone will find it difficult to refuse you.
Fifth, successful telemarketing opening
After all the twists and turns to find your target customers, you must do in 30 seconds to the company and self-introduction, to arouse the interest of the customer, so that the customer is willing to continue to talk.
That is, the salesman in 30 seconds to clearly let the customer know the following three things:
1, who I am, I represent which company?
2. What is the purpose of my call to the customer?
3, my company's products to the customer what use? The best way to start a conversation is to express your intentions in the shortest, most concise statement, because no one has the patience to listen to a stranger make a long speech,
and the customer cares about what the call is for, what it can bring him, and a call that is not useful is a waste of time for anyone.
For example: Hello, Mr. Zhang, I am the morning fruit company limited XXX, our company is mainly to do a variety of high-grade fruit, dried fruit products distribution, and a variety of dried fruit, red wine, tea oil gift boxes.
Our products you can as employee benefits, holiday gift distribution, but also to provide your customers, maintain your customer relations.
Note: Do not always ask customers whether they are interested, to help customers to decide, to guide the customer's thinking; in the face of the customer's refusal not to immediately retreat, give up, the main thing is to ask customers to interview.
Six, the introduction of their products
The phone to introduce the product to seize the focus, highlighting the characteristics of our products, to attract customers:
1, the advantages of distribution We are in the form of a membership card to consume, a consumption is not complete, you can be divided into a few times to swipe the card for delivery, but also can be recharged, you as a gift to the customer, both convenient and practical, the customer just a phone call, the customer is a good idea, and the customer will not have to worry about the product, but will not have to worry about the product. And practical, the customer just a phone call, we will send the product to the home, saving your customers time to go out shopping, and the quality of the product is guaranteed.
2, product advantage Most of our products are imported fruits, dried fruits, and a lot of fruits we have their own plantations, to ensure that the product without pesticide residues, many products are not seen in the market, now pay attention to gift giving health,
You put so much nutritional value of the products and services given to the customer, customer relations are well-maintained, that your business is certainly more and more bigger and bigger, and sent to the staff can also let the staff feel the corporate culture. Employees can also let employees feel the enterprise care about them, certainly improve the work enthusiasm, work efficiency also need to say it!
3, the gift box advantage of our high-grade gift box inside the wine, tea oil, a variety of dried fruit varieties, not only can be used as a high-level gift to customers, but also can be used to visit friends and relatives, according to their own needs and preferences, to choose a different gift box.
As a gift to customers, employees, to bring you the convenience of eliminating your purchasing trouble, inconvenient gift troubles, a gift card to get it all done, how convenient.
Seven, dealing with customer objections
Introducing the product will be met with customer refusal, questioning, but we maintain a good attitude, while the customer refusal, questioning to be able to come up with a response to the words.
Customer objections are divided into two kinds: non-real objections and real.
There are several kinds of non-real objections: 1, the customer's habitual refusal, the majority of people receive a sales call, the first reaction is to refuse, this customer has to shift his attention to the direction of the
We are going to the route of the group purchasing, the product is not sold to himself, the role of the ability to increase the motivation of his employees to work, to maintain good relations with his customers, to bring about greater business benefits.
2, the customer emotional opposition, we call the customer, not very clear customer now in the end the mood is good or bad, suitable for communication now.
So you can listen to the tone and attitude of the customer to hear whether he is in the mood, listen to his complaints, to help him dissolve the irritation, then in the future communication,
Customers will also express your goodwill in return, to learn to listen, telemarketers will be rewarded accordingly.
3, the customer is good for the opposition, the customer pointed out that your point of view or product deficiencies, and is not really dissatisfied, the customer is also clear that there is no perfect product in the world, he just wants to tell you how powerful they are, how much they know.
We can win the argument with the customer, but will lose the opportunity to sell.
All a salesperson has to do is shut up and wash their hands of the customer's differing opinions.
And then agree with him: "Well, what you said makes sense, what products are more or less flawed, listening to you, let me learn a lot".
Then put forward their own different views, so that both to meet the customer's vanity, but also to achieve the purpose of their own sales.
The real objections mainly include two aspects: 1, the need for aspects, there are several forms of expression
(1) "temporarily do not need, there is a need for me to call you," such an answer, it may be that our opening statement did not attract customers, then we have to adjust the rhetoric, focusing on our products, we can bring him what, for example, the customer's own sales. Can bring him what, for example: you see immediately after the New Year,
Your company must give employees benefits, old customers also want to maintain good relations, employee benefits to improve employee motivation, customer gifts to enhance customer relations, you do not use a lot of inputs, you will be able to get a huge gain, the next year your business is not the more you do better and better.
(2) "You first send a fax / information over to see, then say" such an answer is just to give us the opportunity to leave the next call, then we have to consider the next call, how to attract the attention of customers, not too anxious.
(3) "I have to think about it" / "and then discuss the discussion" such an answer, we have to find the customer "to consider" the true meaning of the question: you can ask: What are you worried about? What are you worried about? This is good, I take the product and information to your place, you can do a visual understanding.
It's best to ask for a face-to-face meeting to find a solution.
(4) "We already have a partner" this time do not disparage each other's partners, you disparage the opponent, it is the same as disparaging your customers, the result is counterproductive.
You can say: Oh, that first congratulations, I do not know with your cooperation is which company? As a peer we may know a little more, perhaps there is something that can help you? If the customer is interested, you can analyze the advantages of your rivals,
Then say the difference between your products, customers are interested in, and then put forward the appointment, so that your customers to understand the product, more choices will not cause any loss to him.
(5) "I'm very busy now, no time to talk to you", this response we can answer the customer this way: It's okay, you see tomorrow afternoon, if it is convenient, I take the information to your visit, the specifics of our meeting to talk about.
If the customer still refuses, then tell the customer to send him an email about the next contact time, to give the customer a buffer period.
2, the price of opposition, telephone communication, try to avoid talking about the price, if you have to report the price, you can report a rough price, try to report a range, rather than the exact price, to facilitate bargaining with customers.
Eight, about the customer interview
We call the ultimate goal is to sell our products, which will need to sit down with the customer face-to-face, so the success of the phone call, is to see whether the customer can be about to visit their homes.
Any customer can not be a phone call to talk into, maybe the first time did not succeed, but we can leave ourselves a way back, you can say: XX General, you see this well, tomorrow afternoon I take the product and information to your trip, ...
Oh, tomorrow you do not have time ah, then you see Wednesday afternoon convenient? It won't take much of your time, what time do you have on Wednesday afternoon... Okay, I'll see you Wednesday, I'll give you a call then.
The success of the appointment, you call the purpose has been achieved, the following thing is to prepare materials, samples to visit the door, which is the real sales began, how to achieve success in the interview, is a salesperson's ability to sell ` test.
Telemarketing skills and techniques Part 2
In general, the unfamiliar sales is very difficult to reach once, and its successful transaction can often be divided into three parts, the first phone call, the second phone call to follow up, the third contributed to the payment.
The following nine can easily handle 98% of the customers of the telemarketing skills, is a specific introduction to the three content.
(The content is extracted from the WeChat platform sale51, attention to learn more telemarketing skills)
The first phone call three major skills:
Sales secret technique one: let the customer say yes, do not give the customer the opportunity to refuse.
The first call can mention your product, but do not ask the customer is not the need for your products, because the first call customers are very defensive of you, as long as you ask him if he needs, he is likely to answer immediately do not need, and then hang up the phone.
You can ask the customer some answers to the question of affirmative, the salesman asked me: these years the network e-commerce development is very fast right.
I answered yes, of course, and that was the question.
Sales tip two: at the end of the call, be sure to find a reason for their next phone call to follow up, so that the next phone call smoothly into the chapter, each increase in communication, the chance of a deal will increase some.
Sales Tip 3: In the customer to leave a cell phone number, be sure to make sure the other side has been recorded, so that, in case the customer really need, you can ensure that you can contact you smoothly.
After the sales person left me a phone, let me report again her phone, the general public are casually remember, or perfunctory did not remember, she asked, it makes the customer must remember the number.
The second day of follow-up (the first day has been paved)
The second day of the sale of the five techniques used:
Sales Secret Techniques IV: True Lies
This is the core of the sales process, the most central part.
What do you mean by a true lie: a true lie is, something that allows you to generate facts in favor of the merchant's associations, and the facts you associate with facts are not facts.
For example, an advertisement may say that 90% of the people who use the product are satisfied, but in fact he may have only investigated 10 people, nine of whom did not say that the product is not good.
This business has lied, no, but we hear this word will be interpreted as what?
Sales tip five: avoid the truth.
When your customer asks some questions, and these questions are deadly, you can avoid his topic and say something seemingly relevant.
Many people are unresponsive.
Sales Tip #6: Create an atmosphere of product scarcity, so that your customers cherish the opportunity.
Must not let your customers feel that the product is always available, must let him feel that the product is scarce.
Limited quantities.
Sales Tip #7: Gain the customer's understanding and sympathy.
When the customer raised some unfavorable conditions for the sale, let the customer know that this is very difficult for you to do so, and will cause you loss or harm.
Sales Tip #8: Make the customer feel that the result is very difficult to get, so that he is very difficult to achieve his purpose, then he will cherish, and ultimately the transaction.
Salespeople throughout the process, have emphasized that this is likely to fight, of course, in the end are very "thrilling" to get.
Sales tip nine: politely urge customers to pay, do not pay all for nothing.
But direct reminders will be offensive.
See how the salesman did: after the remittance is to fax the remittance to her, proof of remittance, she called and asked me this way: Mr. Jiang, hello, we have just received a remittance this side,
shows your side of the area code, may I ask this remittance is your? Did she really receive this money order?
The first part of the telemarketing skills and techniques Part 3
First of all, in the telemarketing before the preparation of their own pre-development of the customer needs:
A: first to give yourself a daily goal.
Example: I plan to make 50 effective phone calls today, once the goal is determined, it must be implemented, I believe that this point on the newcomers, especially those who have just graduated is very helpful, because I am so over.
Second, understand your own customer base, and find customer information according to your own customer base.
I think this point is quite important, but at the moment I do not know where my own customer base? Anyway, now at the beginning of the main exercise is to exercise their practical ability to hold the yellow pages every day to eat.
The whole way there are six: 1, online to find information (talent network, manufacturing network, factory network); 2, the yellow pages; 3, peer colleagues and classmates; 4, friends and family; 5, trade fairs to send business cards; 6, sweeping the building sweeping the street.
Three: prepare a CRM customer management software.
Telemarketing management system or prepare a book to record the customer information they have played.
The customers they have contacted are their own customer resources, as a salesman must properly manage their own customer source, according to the situation to develop a tracking program.
After the preparatory stage begins to enter the operational stage
Generally speaking, the 20 seconds after the call is crucial.
If you take advantage of these 20 seconds, you can potentially spend up to a minute on your effective opening, which includes:
1. Introducing yourself and your company
2. Explaining the reason for the call
3. Understanding the customer's needs. Explain why the person should talk to you, or at least be willing to hear you out.
Getting the attention of the customer on the other end of the phone:
Principles of telephone appointments: "hot", "awesome", "smart", "Steady" - (enthusiasm, praise, concise, steady, joy, affirmation) about the visit does not mean that the instructions, only about the time to meet, the location can be; - (short and powerful, do not exceed 3 minutes) about the visit (content) 7%, accent, tone, emotion 38%, body movements 55% with the phone script: benefits - work can be 100% Input, will not digress;
Taboos - not to deceive customers with untruths, words can not be exaggerated expansion or excessive praise, never criticize peers.
So personally, I think the best thing for a novice forwarder like me to do is to prepare a phone script before making a phone call, i.e., a draft phone call.
He can help you not to panic on the customer's question to answer the question because the customer's question is always **** is so a few really want to challenge is their own! My personal script is in the process of being perfected ......
I have to go to a trade show in the afternoon, so I can't write about it later to make up for it. I don't want to be afraid to write out the results of how? Don't be afraid to be seen,
Because they write it out to everyone to see what you can understand what you do not do the right place where to do good, so do is the hard truth as long as you do it will be rewarded, the most afraid of is that you just think not to do!
The following is the necessary knowledge and psychological quality of the salesman and some customers to answer the essence of the problem (thanks to summarize the experience of these predecessors):
The necessary knowledge and psychological quality of the salesman: know yourself and your enemy in order to do a hundred battles.
1, enrich their business knowledge:
A, the learning of operating procedures; B, tariff knowledge; C, port and country understanding; D, dealing with the problem of customer resilience.
2. Understanding of the company's business:
A. Understanding of the company's strengths and weaknesses.
B. Understand the company's position in the market, and the operation of the situation.
3, the market investigation:
A, to understand the level of peer tariffs; B, to understand the customer's need for shipowner's tariffs, ship date, the whole process, the destination port agent, etc.; C, to foresee the future market situation.
, to have the spirit of hard work:
A, visit customers to be diligent, but also pay attention to the efficiency; B, you can pick out 10 from 100 customers to focus on attacking, from which we need to find out the customer groups.
5, adjust their own mentality:
Positive, optimistic, upward
There are also 13 so that the customer can not refuse your telemarketing talk:
1. If the customer says: "I'm not interested.
"Then the telemarketer should say:" Yes, I fully understand, for a talk about not believe or have little information on hand, of course, you can not be immediately interested in, there are doubts and questions is very reasonable and natural, let me explain it for you, what day of the week is appropriate? ......"
2. If the customer says: "I do not have time!" Then the telemarketer should say, "I understand.
I'm always short of time too.
But in just 3 minutes, you'll be convinced that this is an absolutely important topic for you ......"
3. If the customer says: "I don't have time right now!" The telemarketer should say: "Sir, Rockefeller, the American tycoon, said that it is more important to spend one day a month taking good care of your money than to work for the whole 30 days! We just need to spend 25 minutes of our time! Please set a date
Pick a time that's convenient for you! I'll be in your neighborhood on Monday and Tuesday, so I can come visit you for a bit on Monday morning or Tuesday afternoon!"
4. If the customer says, "I'm not interested in attending!" Then the telemarketer should say: "I understand very well, sir, to ask you to be interested in do not know what the benefits of things is really difficult.
That's why I wanted to report or explain it to you personally.
Come and see you on Monday or Tuesday, will you?"
5. If the customer says, "I'll think about it and call you next week!" Then the telemarketer should say: "Welcome to the phone, sir, do you think it would be simpler?
Shall I call you on Wednesday late afternoon, or do you think Thursday morning would be better?"
6. If the customer says, "How about you send me the information in the mail?" then the telemarketer should say. Then the telemarketer should say: "Sir, our information are carefully designed outline and draft, must be accompanied by staff instructions, and to each customer respectively, according to the individual situation and then revised, so it is tailored.
So it would be best if I came to see you on Monday or Tuesday.
Do you think the morning or the next is better?"
7. If the customer says: "Sorry, I don't have any money!" Then the telemarketer should say: "Sir, I know you are the only one who knows his financial situation.
However, it is now urgent to help a comprehensive plan for the future will be the most favorable! I can come and visit on Monday or Tuesday?" Or say, "I understand.
After all, there are not many people who want something, because of this, we are now starting to choose a way to create the maximum profit with the least amount of money, which is not the best guarantee for the future? In this regard, I am willing to contribute my efforts, can not come to see you next Wednesday, or the weekend?"
8. If the client says: "At the moment we are not sure how the business will develop.
"Then the telemarketer should say:" Sir, we marketing to worry about the future development of this business, you first reference to see where the advantages of our supply program, is not feasible.
I come Monday or Tuesday is better?"
9. If the customer says: "To make a decision, I have to talk to the partner first!" Then the telemarketer should say: "I completely understand, sir, when can we talk with your partner together?"
10. If the customer says: "I need to talk to my wife first!" Then the telemarketer should say: "Yes, sir, I understand.
Could you ask your wife to come and talk to you? This weekend, or any day you like?"
11. If the customer says, "We'll be in touch!" Then the telemarketer should say: "Sir, maybe you won't be too keen at the moment, but I'd be happy to let you know if you can get involved in this business.
It would be very beneficial to you!"
12. If the customer says: "All this talk about selling something?" Then the telemarketer should say: "Of course I want to sell you something, but only if I can bring you something that you think is worth expecting.
On this point, should we discuss it together? I'll see you next Monday? Or do you think it would be better if I came over on Friday?"
13. If the client says, "I need to think about it.
"Then the telemarketer should say, "Sir, haven't we already discussed the key points? If I may be frank: what are your concerns?"
Telemarketing tactics and techniques seem to be as simple as they are, and the key is to practice them.
Perhaps the practice of these telemarketing techniques and skills, but every time to fail, that is, you do not have the flexibility to grasp, technology is dead, people are alive, think of ways to believe that we will have a great harvest!