Telemarketing skills and vocabulary 1 1. In order to overcome your inner obstacles,
Some people worry that the other party will refuse before calling. After being rejected, they didn't know what to do, so they just hung up. Some people even hope that the phone will hang up soon and no one will answer. They always think from the perspective of the receiver and imagine how he will refuse you.
If you think so, you will be rejected by two people.
Then the phone will not receive the expected effect.
There are several ways to overcome inner obstacles:
(1) Keep a good attitude.
In sales, rejection is normal.
What is abnormal is that no one refuses us. In that case, we don't need to run business.
Have 200% confidence in your products and services, and be very optimistic about the market prospects of your products.
It is their loss that others don't use or need our products or services.
At the same time, it summarizes several advantages of its own products.
(2) Be good at summarizing.
We should thank every customer who refuses us.
Because we can learn from them why we are rejected.
After each call, we should record the way they rejected us, and then we will sum up how to solve similar problems next time.
The purpose of doing this is to make us confident enough to solve common problems again, without fear or fear.
(3) Take a little time to study every day.
The more you learn, the less you know.
The purpose of our study is not to reach a certain height.
But give yourself enough confidence.
Of course, learn selectively, and don't learn everything you don't know.
Before making a phone call, you can write down the key words you want to express to your customers on paper to avoid being "incoherent" because of nervousness. If you type more, you will naturally mature.
Second, make clear the purpose of calling.
The purpose of calling customers is to promote products. Of course, it can't be done by a phone call, but our phone call should be effective and can get 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 to them, communicate by telephone, send them product information emails, and make an appointment to visit.
If you are not the person in charge, you should try to get the name, telephone number and other information of the person in charge, and then contact him to send an email and make an appointment to visit.
Therefore, calling customers is not the purpose, what we want is to contact our target customers, get interview opportunities, and then complete our sales.
Third, the collection of customer resources.
Since the purpose is clear, it is a question of who to call. Telemarketing in any industry starts with selecting customers. The key to the success of telemarketing is to find the right target.
Or find enough effective potential target customers. If you can't even do this, then you can't create any good performance at all.
In the process of telemarketing, choice is always more important than effort. Finding the right target at the beginning doesn't mean that you can produce sales performance, but at least you get an opportunity and get a good start.
There are three conditions for selecting customers: 1, potential or obvious demand; 2. Have a certain economic strength to consume the products you sell; 3. The contact person should have the decision-making power and be able to make the final decision.
Because our products are high-end products, the consumers are mainly middle-and high-income people, public money consumers and celebrities. These people are mainly concentrated in IT, consulting, entertainment, real estate, publishing,
Pharmaceutical industry, automobile industry, media industry, communication industry, study abroad agency, civil aviation industry, financial industry, government agencies, etc. When developing customers, we need to collect personal information of these industries, information of purchasing personnel of companies and enterprises, and information of purchasing personnel of trade unions in government departments.
Four, the front desk or switchboard communication
After the information is collected, it is the telephone contact. At this time, you will find that many calls are made by the company's front desk or switchboard, and the person who answers the phone is not the person you are looking for. A large set of sales speeches prepared were rejected before they were opened.
Then we must find a way to bypass these obstacles and bypass the front desk: 1. Look for the boss's name when looking for information. On the phone,
Go straight to the boss. If the other person asks who you are, you can say that you are his client or friend, which will give you a better chance of finding it.
2. Prepare more telephones of this company, make calls with different numbers, and different people will have different reactions when answering them, so the chances of success are higher.
3. Just turn to the extension and ask again (don't press 0 to turn to manual), and you may turn to the salesman or the personnel department, so you can avoid the front desk.
If you think this customer is promising, don't give up. You can find another colleague to help you, test your colleagues and learn new methods by the way.
As their partners, for example: Hello, this is XX Company, please put me through to your boss. I sent him a fax yesterday to make sure whether I received it.
6. I don't know the surname of the person in charge, but pretend to know him. For example, I'm looking for your manager Wang. "I am XXX of XX company. I have contacted before to talk about cooperation.
If the answer is that there is no such person, you can say: Oh, that's my fault. I lost his business card. Please tell me his name and telephone number. "
7. Don't leave your name and phone number with the person who answers the phone.
If the person in charge is not in or available, just say: Never mind, when is the person in charge usually in? When do you think it is convenient for me to call, or I'll call you back this afternoon? It's hard for the person who answers the phone to refuse you again.
Verb (abbreviation of verb) is the prologue of successful telemarketing.
In order to find your target customers, you must introduce yourself to the company within 30 seconds, arouse customers' interest and make them willing to continue chatting.
That is, the salesperson should clearly let the customer know the following three things within 30 seconds:
1. Who am I and what company do I represent?
2. What's the purpose of my calling the customer?
3. What's the use of our products for customers? It's best to express your intention in the shortest sentence in the opening remarks, because no one will have the patience to listen to a stranger's long speech there.
Moreover, the customer is concerned about what this call is for and what it can bring him. A useless phone call is a waste of time for anyone.
For example: Hello, Mr. Zhang, I'm XXX from Morning Fruit Industry Co., Ltd. Our company mainly distributes all kinds of high-grade fruits and dried fruits, as well as dried fruit gift boxes, red wine and tea oil.
Our products can be distributed as employee benefits and holiday gifts, and can also be provided to your customers to maintain your customer relationship.
Note: don't always ask customers if they are interested, but help them decide and guide their thinking; In the face of customer rejection, don't back down and don't give up immediately. The most important thing is to have an interview with the customer.
6. Introduce your own products
When introducing products on the phone, we should grasp the key points, highlight the characteristics of products and attract customers:
1, distribution advantage: we spend in the form of membership card, which can be used for one-time consumption, multiple delivery by credit card and recharge. Can be used as a gift to customers, convenient and practical. As long as the customer calls, we will send the product home, saving your customer's shopping time and ensuring the quality of the product.
2. Product Advantages Most of our products are imported fruits and dried fruits. We have our own plantations for many fruits to ensure that the products are free of pesticide residues. Many products are rare in the market, and now we pay attention to giving gifts to health.
If you give such nutritious products and services to your customers, your customer relationship will be well maintained and your business will surely grow bigger and bigger. Sending it to employees will also make employees feel that enterprises care about them and will definitely improve their work enthusiasm and efficiency. !
3, gift box advantages Our high-end gift box contains all kinds of red wine, tea oil, and all kinds of dried fruits, which can be used as high-end gifts for customers or for visiting relatives and friends. You can choose different gift boxes according to your own needs and preferences.
As a gift for customers and employees, it brings you convenience and saves you the trouble of buying and giving gifts. It's convenient to get a gift card.
Seven, deal with customer objections.
When introducing products, we will encounter customers' rejection and doubts, but we keep a good attitude and can come up with some words to deal with them.
There are two kinds of customer objections: untrue objections and real objections.
There are several kinds of untrue objections: 1. A customer's habitual refusal. Most people receive a sales call, and their first reaction is to refuse. This kind of customer will divert his attention.
We take the group purchase route, and the products are not sold to him. The function is to improve the enthusiasm of his employees, maintain his customer relationship and bring greater enterprise benefits.
2. Customer's emotional objection. When we call our customers, we don't know whether they are in a good mood or a bad mood. Now it is suitable for communication.
So you can hear whether the customer has emotions from his tone and attitude, listen to his complaints and help him resolve his irritability. Then, in future communication,
Customers will return your kindness. Learn to listen, and telemarketers will be rewarded accordingly.
3. The client is good at being a teacher's objection. The customer points out that your opinion or product is not really dissatisfied. Customers themselves know that there is no perfect product in this world. He just wants to tell you how powerful and knowledgeable he is.
We can win the argument with customers, but we will lose the opportunity to sell.
What a salesperson should do is to shut up and listen to the different opinions of customers.
Then I agreed with him: "Well, what you said is very reasonable. What products are defective in some ways. Listening to you, I have learned a lot. "
Then I put forward my own different opinions, which not only satisfied the vanity of customers, but also achieved the purpose of my own sales.
The real objection mainly includes two aspects: 1, and need, which takes several forms.
(1) The answer to "I don't need it for the time being, I'll call you if necessary" may be that our opening remarks didn't attract customers, so we should adjust our speeches and focus on what our products can bring to him, such as: Look, the Spring Festival is coming soon.
Your company must provide benefits to its employees and maintain good relations with its old customers. Employee benefits can improve employees' work enthusiasm, and customer gifts can enhance customer cooperation. You can get huge profits with little investment, and your business will get better and better in the coming year.
(2) The answer of "Send a fax/information first, then talk" only leaves us an opportunity to call next time, so we should consider how to attract customers' attention next time, and we should not rush into it.
(3) Use the answer of "I'll think about it"/"Let's discuss it again" to find out the true meaning of the customer's "consideration". You can ask: What are you worried about? Well, I'll go to your place with products and materials, so you can have an intuitive understanding.
It's best to have an interview, ask the reason clearly and find a way to solve it.
(4) "We already have a partner" At this time, don't belittle each other's partner. If you belittle your opponent, it is equivalent to belittling your customer, and the result is counterproductive.
You can say: Oh, congratulations first. I want to know which company you work for. As colleagues, we may know a little more. What can we do to help you? If the customer is interested, you can analyze the advantages of your opponent.
Then tell the difference between your products, arouse customers' interest, and then make an appointment to let your customers know about the products. Multiple choices won't cause him any loss.
(5) "I am very busy now, and I have no time to talk to you." We can answer the customer like this: it doesn't matter. If it's convenient for you tomorrow afternoon, I'll visit you with the information, and we'll talk about it in detail when we meet.
If the customer still refuses, tell the customer to email him first, make an appointment for the next contact, and give the customer a buffer period.
2. Oppose the price, communicate by telephone, and try to avoid talking about the price. If you have to quote a price, you can quote a rough price, and try to quote an interval instead of an accurate price to facilitate bargaining with customers.
Eight, about customer interviews
The ultimate goal of our phone call is to sell our products, which requires sitting down and talking with customers, so the success of the phone call depends on whether we can make an appointment for customers to visit at home.
It is impossible for any customer to call. Maybe the first date didn't work out, but we can leave ourselves a way out. We can say this: Manager XX, look at this. I will go to your place with products and materials tomorrow afternoon.
Oh, you have no time tomorrow. Is Wednesday afternoon convenient for you? It won't take you long. When are you free on Wednesday afternoon ... OK, see you on Wednesday, and I'll call you then.
If the appointment is successful, the purpose of your call will be achieved. The next thing is to prepare materials and samples for home visits. This is the real beginning of sales. How to succeed in the interview is a test of a salesperson's sales ability.
Telemarketing Skills and Words 2 Under normal circumstances, it is difficult to do strange sales at one time, and its successful transaction can often be divided into three parts: the first telephone call, the second telephone follow-up and the third payment.
The following nine telemarketing skills that can easily handle 98% of customers are specific introductions to these three contents.
(The content is taken from the wechat platform sale5 1. Pay attention to learning more telemarketing skills. )
Three tips for the first call:
Sales secret 1: Let the customer say yes, and don't give the customer a chance to refuse.
You can mention your product in the first phone call, but don't ask the customer if he needs your product, because the customer is very wary of you in the first phone call. As long as you ask him if he wants it, he will probably answer no at once and then hang up.
You can ask customers some questions with positive answers, and the salesman will ask me: has Internet e-commerce developed rapidly in recent years?
Of course my answer is yes, that's all.
Sales tip 2: At the end of the call, you must find a reason for your next call so that the next call can go smoothly. Every time you increase communication, the chances of closing a deal will increase.
Sales tip 3: When leaving the customer's mobile phone number, make sure that the other party has a record, so that if the customer really needs it, it can ensure a smooth contact with you.
After the salesperson left me her phone number, let me quote her phone number again. Most people just write it down casually or perfunctory. When she asks, the customer must remember the number.
Follow-up the next day (already laid on the first day)
Five skills used in the next day's sales:
Sales secret 4: true lies
This is the core and most important part of the sales process.
What is a true lie? The real lie is the fact that you can associate with a certain enterprise, but the fact that you associate with it is not a fact.
For example, an advertisement can say that 90% people are satisfied with this product. In fact, he may have only investigated 10 people, and nine people didn't say that the product was not good.
Did this businessman lie? No, but what will we understand when we hear this?
Sales secret five: avoid reality and be empty.
When your client asks some fatal questions, you can avoid his topic and say something that seems relevant.
Many people can't react.
Sales secret six: create an atmosphere of scarce products and let your customers cherish opportunities.
You must not let your customer feel that this product is available anytime and anywhere. You must make him feel that this product is scarce.
The quantity is limited.
Sales secret seven: win the understanding and sympathy of customers.
When the customer puts forward some conditions that are not conducive to sales, let the customer know that it is difficult for you to do so, which will cause you losses or injuries.
Sales Skill 8: Let the customer feel that this result is hard to come by and it is difficult for him to achieve his goal, then he will cherish it and finally clinch a deal.
Throughout the process, the salespeople stressed that they probably couldn't win, and of course it was "thrilling" in the end.
Sales secret nine: euphemistically urge customers to pay, and it is useless not to pay.
But direct dunning may be unpleasant.
See how the salesman does it: after the remittance, I will fax the remittance slip to her to prove that the remittance has arrived. She called me and asked me, Hello, Mr. Jiang, we just received a money order here.
It shows your area code. Is this money order yours? Did she really receive this money order?
Telemarketing Skills and Vocabulary Part III First, prepare what your customers need before telemarketing:
One: Give yourself a goal for the next day.
I plan to make 50 effective calls today, and once the goal is determined, I must carry it out. I believe this is very helpful for newcomers, especially those who have just graduated, because I have been there myself.
2. Know your customer base and find customer information according to your customer base.
I think this is very important, but at present I don't know where my customer base is. Anyway, at first, I mainly exercised my practical ability and chewed the yellow pages every day.
There are six ways to find information online (talent network, manufacturing network and factory network). 2. yellow pages; 3. Colleagues and classmates; 4. friends and relatives; 5. Send business cards at the exhibition; 6. Sweep the floor and sweep the street.
Three: Prepare a CRM customer management software.
Telephone sales management system or prepare a notebook to record the customer information you have called.
The customers you have contacted are your own customer resources. As a salesperson, we must properly manage our own customer sources and make a tracking plan according to the situation.
After the preparation phase, the operation phase will begin.
Generally speaking, 20 seconds after the call is connected is very important.
If you can grasp these 20 seconds, you may spend up to one minute to make your effective opening remarks, including:
Introduce yourself and your company.
2. Explain the reason for calling
3. Understand the needs of customers. Explain why the other person wants to talk to you, or at least is willing to listen to you.
Get the customer's attention on the other end of the phone:
The principles of telephone interview: "enthusiasm", "praise", "accuracy" and "stability"-(enthusiasm, praise, simplicity, stability, joy and affirmation) do not mean explanation, but only the time and place of meeting; -(short and powerful, no more than 3 minutes) Interview (content) 7%, tone, mood and emotion 38%, body movements 55% by telephone script: Welfare-100% at work, not digressing;
Taboo-don't deceive customers with untrue words, don't exaggerate or praise, and don't criticize peers.
So I personally think that for a novice freight forwarder like me, it is best to prepare a phone script, that is, a draft phone call, before making a phone call.
He can help you not to panic and answer customers' questions, because there are only a few customers' questions in total, and the real challenge is yourself! My personal script is being perfected. ...
I have to attend a trade fair in the afternoon, so I have no time to write. If you have time later, you can make it up. Those who have telephone experience can also write their own experiences! Don't be afraid. What was the result? Don't be afraid of being seen,
Because only when you write to everyone can you understand what you have done wrong and what you have done well, so doing it is the last word. As long as you do it, you will get something. The biggest fear is that you just want to do it!
The following are the necessary knowledge and psychological qualities of salesmen and the essence of answering some customer questions (thanks to the predecessors who summarized these experiences):
The necessary knowledge and psychological quality of salespeople: know yourself and know yourself, and you can win every battle.
1, enrich your business knowledge:
A, learn the operation process; B, master the knowledge of freight rate; C. knowledge of ports and countries; D, the ability to deal with the problems raised by customers.
2. Understanding of the company's business:
A, understand the company's strengths and weaknesses.
Understand the company's position in the market and its operating conditions.
3. Investigate the market:
A, understand the freight rate level of peers; B, know the freight rate, shipping schedule, whole journey and destination port agent required by customers; Foresee the future market situation.
Have the spirit of hard work;
A. Visit customers frequently and pay attention to efficiency; B, we can select 10 key customers from 100 customers to find out the customer groups we need.
5. Adjust the mentality:
Positive, optimistic and progressive
There are 13 customers who can't refuse your telemarketing words:
1. If the customer says, "I'm not interested.
Then the telemarketer should say, "Yes, I totally understand that you can't be interested in something you can't believe or don't have any information at hand. It is reasonable and natural to have doubts and questions. Let me explain something to you. What day is suitable? ……"
2. If the customer says, "I don't have time!" Then the telemarketer should say, "I understand.
I never have enough time.
But in just three minutes, you will believe that this is an absolutely important question for you ... "
3. If the customer says, "I'm not available now!" The telemarketer should say, "sir, Rockefeller, a rich American, said that spending one day a month is more important than working for 30 days!" " We only need 25 minutes! Please set a date,
Choose a convenient time for you! I will be near your company on Monday and Tuesday, so I can visit you on Monday morning or Tuesday afternoon! "
4. If the customer says, "I'm not interested!" Then the telemarketer should say, "I quite understand, sir." It's too much for you to be interested in something that you don't know what the benefits are. "
That's why I want to report or explain it to you in person.
Will I come to see you on Monday or Tuesday? "
5. If the customer says, "I'll think about it and call you next week!" Then the telemarketer should say, "Welcome to call, sir. Do you think it will be easier? " ?
I'll call you later on Wednesday afternoon, or do you think Thursday morning is better? "
6. If the customer says, "Would you please send me the information?" Then the telemarketer will say, "Sir, our materials are all designed outlines and drafts, which must be modified according to the personal situation of each customer according to the instructions of the staff, which is equivalent to tailoring.
So I'd better come to see you on Monday or Tuesday.
Do you think it's better to wait in the morning or later? "
7. If the customer says, "Sorry, I have no money!" Then the telemarketer should say, "Sir, I know only you know your financial situation best."
However, it will be most beneficial for the future to help make a comprehensive plan now! Can I call on Monday or Tuesday? "Or," I understand.
After all, not many people want what they want. Because of this, we are now choosing a way to create maximum profits with the least money. Isn't this the best guarantee for the future? In this regard, I am willing to contribute my strength. Can I come to see you next Wednesday or weekend? "
8. If the customer says, "At present, we are not sure what the business development will be.
Then the telemarketer should say, "sir, our marketing should be worried about the future development of this business." Please refer to it first and see where our supply plan is advantageous and whether it is feasible.
Is it better if I come on Monday or Tuesday? "
9. If the customer says, "If I want to make a decision, I have to talk to my partner first!" Then the telemarketer should say, "I totally understand, sir. When can we talk to your partner? "
10. If the customer says, "I want to discuss it with my wife first!" Then the telemarketer should say, "Yes, sir, I understand.
Can you invite your wife to talk to you? About this weekend, or which day do you like? "
1 1. If the customer says, "We will contact you again!" Then the telemarketer should say, "Sir, maybe you don't have much desire at present, but I'm still happy to let you know if you can participate in this business."
It's good for you! "
12. If the customer says, "Say it or sell something?" Then the telemarketer should say, "Of course, I really want to sell something to you, but I will only sell it to you if it can bring you something you think is worth looking forward to."
Can we discuss and study this problem together? I'll see you next Monday? Or do you think it's better for me to come over on Friday? "
13. If the customer says, "I have to think about it first.
Then the telemarketer should say, "sir, haven't we discussed the relevant points?" Let me ask you honestly: What are you worried about? "
The words and skills of telemarketing seem so simple, and the key lies in application and practice.
Maybe you have practiced these telemarketing skills and techniques, but you have failed every time. You just can't master them flexibly. Technology is dead, people are alive. Think about it, I believe everyone will gain a lot!