I. Introduction to the Works
The company is mainly engaged in agricultural product information service. I remember when I first came to this company, I found that it was different from other places because of its large scale, 100 people and large office space. It should be considered as a medium-sized company. The company is mainly composed of two departments, one is the telemarketing department, that is, my department, with about 100 people, and the other is the technical department, which mainly does information, such as mastering the domestic market.
Our main responsibility is to contact the customer and ask him to apply for membership of our website. The annual fee is 7000 yuan, and we can provide him with quotations and market analysis of agricultural products such as grain, oil and cotton all over the country. The general workflow is that we look up relevant agricultural products enterprises through the internet, call the person in charge, sell our service to him, and provide him with a free user account for a week's trial. If the customer is satisfied and both parties cooperate, he will pay to become a member.
Second, the telephone sales work content
At the beginning of work, we new employees will gather in batches to hold a trial training meeting, and the personnel manager will mainly explain to us some of the company's systems and reward and punishment decisions. As we are new employees of this company, we all have to try it out for a week first. If we are qualified, the company will sign a one-year labor contract with the employees. After the meeting, we were assigned to various groups, and in this way, I officially started my telemarketing work.
When I join the group, the group owner will send us a telephone list of customers, which is collected online by the staff in charge of telephone inquiry in the group. Then, the team leader will give us a dialogue sheet, mainly writing examples of how to communicate with customers, such as: Ask first? Excuse me, are you xx Company? . If the other person answers yes, we will introduce ourselves:? Hello, we are from Beijing xx Technology Co., Ltd., mainly providing you with grain and oil consulting information services? .
The other party may continue to talk to us, or refuse directly. There are instructions in this dialogue sheet for our newcomers' reference. The first day's work is to take this talk list as a reference and type all the calls on the telephone desk. I took a closer look, and there were about 100 phones on the telephone desk. But there is only one phone on my desk, so I have to look at the call list first, then pick up the phone list and make the first call. When the phone is connected, it is inevitable that you will be a little nervous, your mouth will tremble and you will stutter. Fortunately, I controlled it in time and told the other party what I wanted to say, but as I expected, the other party said that their company didn't need it at present and politely declined me.
After the first call, I must have gained some confidence, so I called again according to the phone list. Some phones are disconnected, or the numbers don't exist. There are many cases, or the phone number belongs to another company. It is estimated that the previous company resigned and the information on the Internet has not been updated. In many cases, the customer service staff answered the phone. Maybe they often answer such calls, so they always try their best to perfunctory you. For example, they say the leader is not at work, or the manager is on a business trip. When I say I want to find another person in charge, she will say that the person in charge is on a business trip. Anyway, I just want to send you away as soon as possible. What's more, the other person in charge has a bad attitude. I think we should often answer such sales calls, but we can't treat us with such a bad attitude. But this situation is still rare, because most managers are still very qualified, and they will refuse you in a friendly way or try your service temporarily.
Telemarketing practice report model text 3000 words 2 1. Telemarketing practice time:
Year month day to year month day.
Second, the telemarketing practice place:
Technology co., ltd. branch
Three, telemarketing practice units, departments and positions:
Telemarketing Practice Unit: Branch of Science and Technology Co., Ltd.
Telemarketing practice department: business department one
Position: Business Representative
Fourth, the purpose of the telemarketing exercise:
College students spend most of their time studying at school, and how to apply what they have learned has become a puzzle for many college students. What they learn in school is theoretical knowledge, but little practice, so we apply what we have learned! It must be mentioned here that there is a gap between the talents needed by the company and those trained by the school. Some skills that college students learn in school can't reach the level required by the company, and students don't know the requirements of the company deeply, so there will be some mistakes in course selection!
College students who have just come out to work have a serious problem? That is no work experience! The fundamental purpose of the company is efficiency. This is not a charity, so you will not be allowed to learn from it. What it wants is talents who can create value for it, and it is best to be immediate. There is no need to spend more money to train talents! For college students who have just entered the company and know nothing, if they can't create value for the company within the time limit stipulated by the company, then they won't care whether you are a junior college student or an undergraduate, but leave.
Actually, it's not surprising. If you think about it, you will understand why the company did this. First of all, it wants to see the cost of input immediately converted into value. Second, the flow of talents is very frequent now, and no one is willing to invest in training a good talent. When he saw that this man could create value for the company, he jumped ship! Third: in the past two years, affected by the financial crisis, a large number of people have lost their jobs, and the labor market has exceeded demand. Enterprises are not afraid of finding people!
Based on the above reasons, our college students' telemarketing practice has become an inevitable course. Through telemarketing practice, students can better understand the differences between companies and schools, realize how far they are from the requirements of the company, and realize what kind of talents the society needs, so as to make up for their own shortcomings more pertinently. Apply what you have learned to the company through telemarketing practice and create value for the company! How to use e-commerce knowledge to solve the problems existing in the company and how to use e-commerce to improve the efficiency of enterprises has become our top priority.
V. Practice content of telemarketing:
1) Get familiar with the environment:
Some people may think, what is your familiar telemarketing internship like? Have you nothing to write? It's wrong to think like this. Why should familiarity with the environment be one of the contents of telemarketing practice? The reason is that when everyone arrives in a new environment, can he get familiar with the environment in the shortest time, then he has the initiative and his ability to adapt to the environment is stronger than others, especially in business. Everyone says that modernity is the information age, which is absolutely correct. When a person comes to a new environment, he can get familiar with the environment as quickly as possible, and he can understand the local information more comprehensively and quickly.
When I arrived, I found that it was also a well-developed and neat tall building. My first impression is that the urban planning here is better than there. The building has no security net and looks very comfortable. I wonder if it will be better than public security. Later days proved that the public security in Guangdong was indeed better than that in Guangdong. Company colleagues brought friends to our residence, and several of our telemarketing interns had a headache. Although I don't have high requirements for housing, it's worse than I expected. There is no bathroom and no shower room. Peeing at night is solved in a garbage pool downstairs facing the street. If it is big, it will be in trouble. During the day, you can only go to the public toilet 0/00 meters away from your place of residence (because it is closed at night).
These situations are not exaggerated at all. Living habits are different in every place. There is no environment to adapt to you, so you can only adapt to the environment yourself. In the same situation, why can others live here and we can't? Who can guarantee what will happen in the future? It may be a hundred times worse than here. I'm not complaining. Complaining won't help! The purpose of telemarketing practice is to improve the overall ability of individuals. Adapting to the environment is also part of telemarketing practice. Only by adjusting and changing this environment can we grow faster!
2) Training:
On the first day of work, we learned that the company held an early meeting every day. Company colleagues use pk to stimulate morale and play games to relax. I feel the company is not bad. This is what we often say about corporate culture! On the first day of work, Mr. Ma from the company came to give us training, which is necessary before going to work. Whether engaged in sales work or doing other things in the company, every employee of the company should know what the products of his company are. What's the role? How to use it? What is the company like? Wait a series of questions. As an employee of the company, he doesn't even know what his company does. He is certainly irresponsible and won't bring much value to the company.
The main product we sell in Huihai Technology is information address, which is based on application and promotion! Teacher Ma used some successful examples to simply tell us what an information address is and how to use it. Five minutes is enough for you to understand the definition of information address, but it is not easy to really understand it. After you know what an information address is, you need to know what its selling point is, and why do customers buy your information address? What is the difference between it and 3g, which is closely related to us today? What kind of scene will the information address have after cooperating with mobike?
None of this means that you can fully understand it after a day or two of training. When you understand it, how can you use what you have learned to explain it clearly to your customers? What seems simple is actually not simple at all. Otherwise, why would Huihai Technology develop a company with several people into a company with more than 20,000 employees and more than 30 branches ready to go public in such a short time? This is not simple at all! So although we know what an information address is, I don't have a deeper understanding. There are many things I don't understand, but I can't say where I don't understand!
3) Looking for information:
1. Looking for information: it is to obtain the telephone number and company address of the person in charge or general manager of the enterprise through various channels. In the whole work process, finding information is the premise. If you don't have more and higher quality information when you are looking for information, then you are in a passive position in the invitation. The quality of the invitation is directly related to your customers present, and the number of customers present determines your chance to sign the bill at this meeting, which also affects your personal salary this month and the performance of the whole company. Therefore, finding information is the premise of the whole meeting. Without this premise, there is nothing to say.
2. Finding information seems to be the easiest thing, but it is not easy at all. I first looked for information on the day when Liu Jingli gave us training on how to find information. Liu Jingli simply tells us how to collect customer information: through local chamber of commerce, unknown b2b websites, yellow pages, exchanging information with others, bypassing the front desk and obtaining information from others. The first task is to get the boss's 100 phone number, which stumbles me. How can I find it? I have never been exposed to this job before, and my psychology is very uncertain. All five of us are confused after leaving our jobs, but we have a common approach. Go to the internet cafe to find the heads of many companies in the online yellow pages, so it is not difficult to get the information of 100. After reading it, you can go directly back to the dormitory. How relaxed (later days proved that this method was the most useless).
3. Old employees and new employees: It is the easiest day for old employees to find information, because they all have a set of methods to find information. Some of them can buy ps from those business card stores because of their relationship, some exchange information with acquaintances of other companies, and some directly scan business cards (that is, steal business cards). They can't finish the materials accumulated in several consecutive meetings, so they watch movies in the company, surf the Internet or sleep directly at home. Anyway, the company's sales model is conference marketing. The most important thing for the company is that you have customers present and sign the bill, so their life is very easy. This is an old employee! Our new employees have a wrong idea that it is so easy to find information, and so do we. Everyone knows that we are new employees, and we don't know anything, so the more comfortable we are in finding information these days, the more difficult it will be in the future, because finding information directly determines the outcome of your meeting this month.
4. We searched for information for a few days: It was really easier to find information at first than to invite, but after two days, we were in trouble. That's because we haven't realized the seriousness of the problem, and we simply don't have any effective ways to find high-quality information. Methods As we all know, we get information through various channels, such as local chambers of commerce, less well-known b2b websites, yellow pages, exchanging information with others, bypassing the front desk and getting it from others, but the information on the Internet is the worst. You are not the only one who reads online, but a large number of people read online, so the information on the internet is ruined by others, and it is difficult for you to find customers who sign bills among these people.
Exchange information with others. If I am a stranger, who should I exchange information with? No. Getting it from others is also difficult for the people we just did! It's ok to go around the front desk, but it's hard to do at first because you can't talk! Several of us went out to copy street signs for two or three days, but we were in trouble because of low efficiency and poor quality of the copied materials! I found that if you give a method, you have to keep trying and practicing to form your own set of methods, instead of saying that if you give a method, you can find information immediately, which is very powerful. For example, if you write a prescription, will you see a doctor? The answer is no, the work is not as simple as imagined.
4) invitation:
1. Invitation: Call the boss and the person in charge through the collected information, and invite them to participate in the 3g and information address knowledge organized by the company at a specified time and place, so as to stimulate the passion of customers and let them sign the bill! Looking for information is the premise of the whole meeting, and invitation is the key. A few days of data collection is to prepare for two or three days of invitation. Invitation directly affects the number of customers present. To sum up, what was the performance of the meeting? It is directly related to the number of people present. The large number of people present, the high quality of customers present, and the high signing performance. When the number of people attending the meeting is small, it will directly affect the mood of the customers present.
2. Information: As I said before, finding information is the basis of the whole meeting. Because of the problem of looking for information, the quality and quantity of the information I found were not high, which directly affected my invitation, because those materials were smashed. When the customer heard that he was asked to have a meeting or sell something, he immediately hung up on you. Some people didn't give you a chance to speak. They will always come up with some reasons to refuse you, all of which are good. The worst person is to call you a liar and warn you not to call him again, which is extremely bad. No wonder people are wary of strange phone calls. Of course, he won't trust you easily if he doesn't know you. Some bosses are very busy. They are not bothered by all this, so they don't want to hear what you have to say.
3. Timidity: This question has been bothering me. Because the other party is the general manager and person in charge of some enterprises, and they are all great people who have worked hard in their careers. They all speak with confidence, but they are really poor in their confidence and can't speak. That's because I'm always afraid of my inner timidity, and I'm afraid I can't speak well and I'm afraid I'll be scolded by him, so it's always unnatural to invite people. Later, the manager told me not to be timid when inviting. No matter who the other party is, we are all chatting on the phone as equals. We are just responsible for informing them of the meeting. Some words are simple, but you still have to adapt and practice by yourself.
4. Mandarin is not standard: Hehe, this question makes me laugh and cry. We Cantonese have Cantonese accents, and Changzhou people also have their accents, so there are some obstacles in telephone communication. What is the most obvious one? g？ Our pronunciation in Guangdong is different from that in other provinces, and then we habitually speak with a Cantonese accent every time? g？ People don't understand you. Some people will hear that you are not a local, so you are more defensive.
5. Not knowing the product deeply: When we say? We are the staff of 3g Organizing Committee? Then they ask you what is 3g? Because I don't know much about these things, I can only say roughly that when I am asked questions that I can't answer at first, my speech will be intermittent and my psychology will be more timid at that time. Therefore, telemarketing must clearly understand their products and related things, because you can't be sure what they don't know and what questions they will ask you.
5) Follow up:
1. Follow-up is the follow-up work of invitation. The client you invited before may not come, or may not remember such a thing. Some of them have not yet decided whether to come to the meeting, so the follow-up is the follow-up work of the invitation. Follow-up is more difficult than invitation. You can invite 10 people every day, but if you follow up from the 30 people you invite, 6? 10 people, not bad, plus that 6? If 10 people are qualified and two of them sign the bill, then your meeting will not be in vain. The salary will depend on the size of your customer's bill. Maybe you only have a thousand dollars at this meeting, or you may get tens of thousands of dollars. Even if you only take that 1,000 yuan to hold one meeting and three meetings a month, your salary will be more than 4,000 yuan this month, which is not very important.
2, I am very helpless, a series of reactions, information search is not done well, affecting the invitation work. If I can't invite customers, I don't have my own share of reminders. I finally invited a few customers, but I couldn't tell them after urging them. My heart hurts! What we have to do now is to adjust our mentality, wait for the next meeting and pin our hopes on the next meeting.
6) Meeting:
1, looking for information is the premise, invitation is the key point, and then the meeting is the most important thing. Whether to sign the bill or not depends on the next meeting, which is the fundamental purpose of the company and the profit of the company. At the meeting, we are ushers, that is, after the customers arrive, just take them to the designated location, which is closely related to our etiquette class. We must all wear formal clothes and ties. Every employee represents the overall image of the company.
2. The conference is to tell entrepreneurs the benefits of the 3g era, the development prospects of 3g, what impact 3g can bring to enterprises, and let entrepreneurs know the importance and significance of the company's information address, as well as a series of changes brought about by cooperation with mobike.
Summary of Telemarketing Practice of Intransitive Verbs
1. Self-ability: After this telemarketing internship, I found many shortcomings that you could not find without going to telemarketing internship. My overall ability is insufficient, such as communication ability, some sales ability, and the skills of getting along with colleagues' leaders, because the company is a company, not a school. At school, students and teachers get along well, but outside,
2, professional technology: In school, the school's professional knowledge is relatively basic, and it is far from enough to use this knowledge in the company, which can not meet the requirements of the company, so you have to improve yourself and continue to learn. Also, what we learn in school may not be available outside sometimes, which requires our graduating students to pay attention to the needs of society, because there is a time difference between what we learn in school and what the society needs, and what we learn in school will not offer courses for a certain company, so each company has its own actual situation and should improve itself according to the requirements of its own company.
3. Psychological adjustment: Today's students are no longer the darling of the past. No matter whether they are junior college students, undergraduates or even graduate students, don't think that they feel great after reading that little. In fact, a high diploma is sometimes not as good as an experienced person, so students who are about to graduate should adjust their mentality, not too high or too low.