1. Master the customer’s psychology
2. Voice skills
1. Appropriate speaking speed, preferably consistent with the customer’s speaking speed;
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2. Emotional;
3. A sincere and honest attitude.
3. Tips for opening remarks
a) Interest in attracting the customer’s attention;
b) Dare to introduce your company and show your identity;
c) Don’t always ask customers if they are interested, but help them decide and guide their thinking;
d) Don’t immediately back down or give up when faced with a customer’s rejection;
e) Speak louder than usual on the phone to create a good conversation atmosphere;
f) Be simple and clear, and do not offend customers.
4. Techniques for introducing companies or products
a) Be prepared to have a good attitude when facing "hitting a wall";
b) Accept, praise, and identify with customers' opinions ;
c) Learn to avoid problems;
d) Turn customers’ objections into our selling points.
5. Techniques for stimulating customers’ desire to buy
a) Apply objective human influence and social pressure;
b) Borrow his point of view;
c) Care about every word of the customer and the people, things and things he cares about;
d) Citing the influence of the media and public opinion on the company;
Telemarketing is currently the most commonly used sales method. The most critical step in sales is to accurately find the people who need your products or services, and then communicate with the target customers in a purposeful and targeted manner. Here are some telemarketing practices for your reference:
一. Prepare a list before making a call
Select the target customer's industry in advance, screen customers through the Yellow Pages and the Internet, and prepare a list of personnel that can be used for a month. This can greatly improve work efficiency, otherwise Most of your sales time will have to be spent looking for the names you need, and you won't be able to make more than a few calls in the available time.
Two...
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Reference here:
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Telemarketing method
Telemarketing is one of the effective tools and means of modern business activities. The specific functions of telemarketing are as follows:
1. It is the most economical way to proactively contact business
2. It can visit more customers in the shortest time
3. It is the most effective tool to close relationships with customers
4. It can break through the limitations of space and promote business extensively
Use the telephone to communicate with customers, 1 communication every 5 minutes customers, 12 customers can be contacted in one hour, and the efficiency is more than twice that of visiting customers at home.
By making three hours of phone calls every day, we can communicate effectively with nearly 50 customers.
The telephone can break through the limitations of space. You can communicate with more local, out-of-town, and foreign customers through the telephone, with extremely low cost and high efficiency
Telephone Marketing is fundamentally different from our usual phone conversations with family and friends. The communication between us and our family members mainly involves communicating information and connecting feelings.
The purpose of telemarketing is to promote sales, or to make an appointment to meet in order to promote sales. In most cases, the phone call itself cannot directly lead to sales. To make a sale, you may need to meet each other and have in-depth communication, so the phone call is an effective tool for making an appointment to meet.
The effectiveness of telemarketing is measured by the final marketing result. Therefore, telemarketing has certain technical requirements. For those who have not received professional telemarketing training, the effect of telemarketing may not be ideal.
Telemarketing is a kind of communication between people. To communicate, you must pay attention to communication etiquette.
Etiquette reflects our respect for the person we communicate with. All communication can only achieve good results if we respect the other person!
Many of us often neglect to pay attention to etiquette during telephone communication, resulting in communication failure. Telephone etiquette mainly includes gestures, greetings, salutations, smiling, listening, responding, etc.
Posture: The most standard posture for telephone communication is standing, because when standing, the energy is more concentrated, breathing is smoother, and people appear energetic and confident. The second is the sitting posture, which is easier to record.
Do not call customers while lying on the sofa or bed. Not only will you be unfocused, but you will also appear weak, which is a sign of extreme disrespect for customers!
Greetings: When making and answering calls, we have to greet each other. The commonly used words are "hello" or "hello". We should try to change the previous habits of "hello" and "hey" Leave out the words to make it appear more concise and professional.
At the end of the phone call, you should say "goodbye" instead of "bye". "Bye" is suitable for close friends, not suitable for communication with customers.
Name: Surnames are very important to Chinese people. Therefore, do not confuse the other person’s last name when calling. You should call the other person’s last name accurately. This is the most basic respect for people.
The title should be determined according to the specific situation. The other party is a leader in the unit, and the emphasis should be on bringing his or her official position, such as Director Wang, Director Li, Mr. Liu, and Manager Wang. The official position (position) shows status. Therefore, we must pay special attention to the other party's official position.
In the case where the other party’s position and age cannot be determined, there is no problem in calling the man “Mr.”. For women, it is not appropriate to call the other party “Ms. In the case of age, you can use "Miss *", "Sister *", "Aunt *", etc. If you are really unsure, there won't be much problem in using "Ms. *". Therefore, after the call is connected, it is necessary to hear the age of the other party through voice recognition as soon as possible to find the accurate title.
Smile: Communication is most effective in a relaxed and smiling situation. People's expressions can be conveyed to each other through their voices. Therefore, when facing possible rejection from the other party, we must first impress the other party with a smile.
A telemarketing expert must be a smiling angel.
When you are not in a good mood, avoid calling customers. Before answering the phone, you should also prepare your own expression and put on a shallow smile before answering the phone. The effect will be better!
Listening: Listening means listening carefully to what the other person is saying. Don’t always interrupt the other person’s speech, and don’t rush to speak.
The purpose of telemarketing is to make the other party like you and accept you through communication, and prepare to promote sales. Telemarketing is not about comparing who is more eloquent or better at speaking. Therefore, listening to the other party's speech not only respects the other party's performance, but also finds breakthrough points in the other party's speech.
Response: Listening is not just listening, but giving the other party a response to what you hear. Frequently respond to the other party with "um", "right", "yes", etc. when the other party speaks. , means that you are listening to the other party, you heard what the other party said, and you understood what the other party said. Some people listen blindly without giving any response to the other party. As a result, the other party will ask "Are you listening to me?" So learn to respond to the other party in a timely manner!
Voice: Sound plays an important role in telephone communication.
Because each other cannot see each other when communicating on the phone, the attraction or good impression we give to the other party must be reflected through the sound, so the sound is the first impression we show to the other party.
The influence of voice can be further subdivided into elements such as sound quality, volume, language, tone, speaking speed etc.
A man’s magnetic voice and a woman’s sweet voice can both bring love to the other person. to make a good impression.
Everyone’s voice quality is difficult to change in the short term, but good voice quality can also be created through long-term training.
Those whose voices are sharp or hoarse are not suitable for telemarketing work. Sharp voices are harsh and hoarse voices are not very comfortable to hear. Therefore, you should check yourself before making a call. sound, eat less irritating foods such as chili peppers, and drink more water.
Recitation: The best way to train your voice quality is to recite poetry. Regular recitation of Chinese classical poetry or excellent modern poetry is very helpful in training your voice quality!
Volume: If the volume is too low, the other party will not be able to hear clearly; if the volume is too high, the communication effect will not be very good, so telephone communication should be conducted at a suitable volume.
Just speak a little louder than usual. A clearer volume not only allows the other party to hear you more clearly, but it is also a good way to improve your own confidence!
Mandarin: When communicating on the phone, it is best to use Mandarin, so that the other party can hear you clearly and at the same time reflect your good qualities. Mandarin is also synonymous with "professional" and "business" and can directly lead the other party into a professional state. Try to avoid using dialects in telemarketing calls, which will give people the impression of being unprofessional or low-quality.
The tone is neither humble nor arrogant
The speaking speed is neither urgent nor slow
Time: There is no time limit for answering the phone. Customers can answer the phone whenever they call. But there is an art of taking the initiative to make phone calls. Calling customers at different times will produce different effects. Therefore, we must grasp the time of telemarketing.
No hitting in the morning
No hitting in the morning
No hitting at night
No hitting during meals
Old customers can Conduct a return visit by phone before 9:00 pm. Do not call new customers after get off work, otherwise it will be regarded as phone harassment
Three must call
One hour after work
Before work at noon
Before work in the afternoon
It will be quite busy when you first go to work, so it is not suitable to make phone calls. After an hour, the work will be almost arranged, so you can call; after get off work In the past, most people were restless and time was hard to bear, so making phone calls was a good way to relieve loneliness.
Content: Nowadays, many companies use telemarketing methods, which makes many customers very disgusted with this kind of pure sales calls. Friends who are not skilled in telemarketing skills are easily rejected by customers. reject.
How to improve the success rate of telemarketing?
The content of telephone communication is critical. According to the structure of the content, we can divide the phone content into two types:
That is, the opening words and the overall content.
Friends who have done telemarketing know that many customers are impatient when answering sales calls. Some customers politely decline, and some customers simply hang up.
Therefore, we must design corresponding words for customers before making a call, so as to make the phone call process complete and ensure that the customer's interest is aroused and the invitation is finally successful!
Four-step method for home improvement telemarketing
Step 1: Arouse customers’ interest
Step 2: Attract customers’ attention
Step Three: Make a Successful Appointment
Step Four: Promote Customer Commitment
Arouse Customer Interest
If there is nothing new, you The chances of your call being rejected will be very high, so be sure to attract the customer at the beginning of your call so that he has to listen. Don't expect your client to have the patience to listen to you say something that doesn't quite make sense to him.
Wrong beginnings
The following beginnings can easily cause customers to reject you:
Hello! Mr. Wang, I am from ** Decoration Company. I heard that you have a house in a certain community. Are you considering decorating it? (I won’t consider it for now, thank you - reject)
Hello, Mr. Wang, I am ** Decoration Company, our company is a national third-level qualification enterprise, we (ok, I understand)
Hello, Mr. Wang, are you available this Saturday? I am ** Decoration Company, we (sorry, I don’t have time)
We can attract customers at the beginning
Hello, Mr. Wang, let me tell you some good news first (what good news ), it’s like this, I am ** decoration company, our company recently launched an ** activity, this activity has many benefits for you (what activity) (what benefits for me), the activity is like this
... Don’t give the customer the opportunity to deny his identity when calling. Assume that he just owns a house and is considering renovation. At this time, what he needs most is information, information about various preferential activities, so he Your content below will not be rejected.
(Hello ~ Miss Cui! First of all, I want to tell you some good news. This is like this. I am Hunan Jingcheng Decoration Company. Our company has recently launched an activity to collect community image endorsement rooms. This activity is for you. There are many benefits. The activity is like this. For the first three sets of renovations of the newly delivered housing complex, the company uses the company's gold medal construction team for construction. The excellent designer team conducts the whole house design, and offers discounts on the project cost, and provides strong discounts on the main materials. It’s also very big...)
Wrong number
Hello, our event is about to start on Saturday. Send the information (Manager Xu, I'm not that) Oh, I'm sorry, I'm sorry, that's it. Our company is planning to hold a ** event this Saturday (the customer overheard your secret, and he really wants to know about your event) specific content).
In the early stage of our company, we mainly focused on real estate model rooms and villas and luxury homes. . . .
Commonly used opening methods
Introduce by promotion - directly tell customers what promotions have been recently and what benefits they have to customers
Introduce by return visit - assuming Someone from the company has contacted the customer and communicated with the customer in the name of a return visit
Introduction through survey - In the name of telephone survey, the theme of telemarketing is slowly introduced. This is a method of using indirection to be straightforward.
Environment: The effect of telemarketing is also closely related to the environment. The telemarketing environment is divided into two types: internal environment and external environment:
The internal environment is divided into the company's overall brand influence and the actual environment of telemarketing. The external environment refers to the environment in which the other party receives the call.
The external environment is beyond our control. We cannot control whether the other party is at work, in a meeting, driving, or in the mall. All we can do is improve and make choices about the internal environment.
The actual environment of telemarketing refers to the environment where the caller is located, because the phone communicates through sound. If the scene is noisy, it will affect the effect of the call and cause the customer to hear poorly. Or cause psychological uneasiness to customers. Therefore, telemarketing should be conducted indoors, and it is not suitable for many people to be present. The scene should be relatively quiet. This will help customers hear the call clearly, and it will also help the caller to concentrate on the call without being disturbed by others.
Telemarketing preparation
Since customer resources are limited, making a wrong call will result in the loss of a customer. Therefore, you must be fully prepared before calling a customer. Work:
1. Refine the content of the call. Don’t rush to make a call without sufficient content to attract customers.
2. Remember the content of the phone call by heart, and do not have any difficult or unanswerable questions when communicating with customers
3. Adjust your mentality. Expression, make all preparations for phone calls, and start telemarketing with the best attitude.
Telemarketing Taboos
1. Do not use the speakerphone
2. Do not answer calls while lying down or in an indecent posture
3. Don’t answer the phone while eating
4. Don’t let the phone ring for a long time before answering it (if the phone rings twice, answer it
if it rings for too long. Apologize)
5. Don’t talk about specific business (the phone is only for making appointments)
6. Don’t break the promise of the phone (be sure to call on time)
7. Don’t ask “Are you the owner of ** community?” “Do you have a house in ** community?”
8. Don’t ask “Has your house been renovated?”
9. Don’t ask “What do you think?”
10. Don’t say “in vain” (say goodbye)
Telemarketing training
A good Excellent telemarketers can only be formed after a lot of training. Therefore, we must strengthen our phone training:
First, we need to train our basic phone skills. Through daily accumulation, we must train ourselves to have good voice quality, appropriate volume, appropriate tone and speaking speed, and Have a good expression and mentality
The second is to participate in telemarketing simulation training and practice phone calls with friends and colleagues to optimize your basic phone skills
The third is Overcome fear, make more calls, and accumulate your own telemarketing skills through long-term real telemarketing practice.
I wish you success!