A, this is also the most powerful trick, asking questions.
When we do telemarketing, we have to get customers to start talking. Once the customer is willing to talk to you, you are half successful.
The best way to get someone to talk is to ask her questions, so as to achieve the purpose of * * *.
Of course, you can't always ask him questions. You should try to get customers to ask you questions.
If he just doesn't ask, you can ask him, "Do you think my introduction has made you understand? Do you have any questions? " .
It is best to ask multiple-choice questions, which can increase interaction and help customers make decisions. "Can't you talk now? Do you think I'll call you tomorrow morning or afternoon? " Of course, the ways and means of asking questions can be further studied and explored.
B, help customers make decisions.
"You order one, I'll order one for you" and "You buy one".
Don't underestimate the function of this sentence, let alone feel embarrassed, because this is the purpose of our telemarketing.
Many people will ask others' opinions when buying products, but he can't face others unless he faces you during telemarketing, so you should help him make a decision at this time.
C, relax and treat customers as acquaintances.
Everyone is willing to talk to people they are familiar with. The acquaintances here, some are experienced acquaintances, some are psychological acquaintances.
Some customer service representatives are very friendly and skillful in speaking. Every time she calls someone, the other person likes to communicate with her, because she talks like a friend, and sometimes she jokes and even laughs, so others feel relaxed when talking to her.
When the psychological distance is close, it is naturally easy to sell products.
First of all, communication is a verb. We communicate, which means we talk.
But the meaning is not exactly the same.
Communication generally refers to the subject of both parties. If there is a third party, usually negotiation or mediation, there are more subjects than round tables.
Therefore, telemarketing is more suitable for communication, because telemarketing has only two parties, of course, there will be monitoring, but it will certainly not participate in the actual telemarketing process.
So in this article, I mainly emphasize two-way communication.
Telemarketing, as a marketing model favored by enterprises in recent years, is an effective marketing model that has been proved by the market.
But this kind of pain is only known by front-line telemarketers.
Consumers' stronger antibodies make communication more and more difficult.
You can find 10,000 reasons to refuse one thing, but you may only need one reason to accept one thing.
Therefore, the success rate of telemarketing is generally less than 3%, which is normal.
After establishing this belief, let's analyze the real reason for the customer's rejection.
A, the demand is not clear.
New products are on the market every day, and old products are introduced every day.
In many cases, consumers don't know their own needs, so they don't know whether to buy the product.
For example, outsourcing call centers, people who know call centers and telemarketing centers know its flexibility and availability.
He can do telemarketing, data cleaning, telephone survey, telephone invitation, opportunity mining and so on.
It can improve efficiency and create wealth for enterprises.
However, this powerful industry has a history of only 10 years in China, and many enterprises have never been exposed to or even heard of call centers and telemarketing management software.
Their first thoughts are 1 10, 1 14, 1 12 and so on.
And we should regard similar customers as potential customers.
Guide them appropriately.
B, there is no demand.
Of course, nothing is absolute, just like selling combs to monks and men selling sanitary napkins.
It should be said that marketing can be controlled, but it is difficult to control. As a telemarketer, you should look for the most controllable marketing plan.
If the customer refuses you because there is no demand, you don't have to be reluctant, because there are many other potential customers waiting for you. If you spend your time and experience on this customer, you may lose more.
Our agent met such customers when selling car wash cards. They have money and a car, but they don't need a car wash card.
As a unit leader, there are many flatterers who are willing to wash the car for the leader.
Of course, if you spend some time, you can sell the card to this customer, but we still refused because it would not be worth the candle.
C, had an unpleasant experience.
Once bitten, twice shy, this is a common psychology.
Once consumers have resistance to a brand or a shopping experience, it is very difficult to reverse it in a short time.
I've had this experience myself.
A few years ago, I inexplicably received a lawyer's letter from China Mobile, saying that I owed more than 1000 for a mobile phone number, and asked me to return it immediately, with my ID number on it.
This puzzles me because I have never used a mobile card. I think someone may have started this business with a copy of my ID card.
But who can guarantee that a copy of his ID card will not be lost? Another possibility is that someone is cheating.
Anyway, I haven't had a mobile phone card since then.
D, accidental factors.
People are easily influenced by their emotions, and you will find it easy to sell when you are in a good mood; When you are in a bad mood, you will find that even if you sell the products he needs most, you will encounter difficulties.
E. habitual refusal.
When someone sells products to us, our first thought is refusal, which is an insurance answer.
We can go back and choose to buy because we refuse, but once we accept it, it is even harder to choose to refuse.
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