First, the mentality is not good: the specific performance is as follows
1, no passion, no body movements on the phone, and the voice is not loud enough;
2. Don't trust your own products;
3, no confidence, do not believe that they can do a good job in telephone sales, ready to be killed at any time;
4, irritable, repeating every day is boring;
5. Poor physical condition and illness;
6. Insufficient investment;
7, do not like telemarketing, afraid of being rejected;
8. I didn't feel like an expert when I called, and I didn't feel like an expert at that time.
Second, pronunciation and intonation.
1, speaking too slowly or too fast. Generally speaking, experts speak slowly, but try to match the speed of customers;
2, the sound is too small;
3. No expert modal particles: hmm, oh, hmm, ah;
4, not calm enough, firm and powerful, and the voice is too light;
5. Do not follow the principle that the first half of the sentence is fast and the second half is slow.
Third, the speech process.
1, not according to the speech flow, omitting and communicating privately, disrupting the speech flow;
2. The customer asks some questions to disrupt the process, does not know how to answer the questions and then continues to go down around the process;
In the process of investigation, try to finish the three-step question, don't just ask one step and draw a conclusion. It is necessary to find as many customers' problems as possible in order to make customers pay attention to their own problems;
4. Be sure to recommend products after suffering, and the order cannot be reversed;
5. Make clear the core process in the communication process.
Four. Handling of objections
1, common objections are unskilled or unconvincing;
2. Can't reflect the new objections;
3. The objection handling in speech is not fully understood, distorted or incomplete;
4. I don't understand the skills of objection handling.
1) rhetorical question
2) Understand before reacting
3) Transformation
4) Don't answer
5) Some objections are just casual and habitual questions from customers, so you should answer them directly, preferably in one sentence.
Verb (abbreviation of verb) is proficient.
1, speaking skills are not skilled enough, even reading is not smooth, and I want to make a single dream;
2. The response was too slow, and the customer remembered that there was a related statement on the phone.
3. Reading the speech to the customer while reading it can't convince the customer.
6. The phone volume is too low.
1, wasting too much time on one or several mobile phones;
2. I am in a bad mood and don't want to call;
3. There is something wrong with the opening remarks, which wastes a lot of data.
Seven, communication details management is not good
1. When the customer is talking, he doesn't respond and doesn't know how to repeat the other party's answer properly;
2, bad mantra, I don't feel it;
3, frivolous tone, played an inappropriate joke and asked questions that should not be asked;
4. Don't pay attention to the interaction with customers, just talk about yourself, and don't stop to interact with customers every two sentences.
5. Don't pay attention to listening, always interrupt the customer's words, or just read the words by yourself and can't understand what the customer is saying;
6. The pause time is too long or too short, and it is not natural and fast enough to change the topic;
7. Answer questions with customers, gild the lily and talk about irrelevant topics;
8. When answering customers' objections or questions, they did not follow the principle of understanding first and then answering, and confronted customers directly, which led to customers' disgust;
9. No empathy, no empathy, no sympathy and understanding when customers express various emotions;
10, promiscuous promises, promiscuous guarantees, which absolutely lead to customers' doubts and disbelief;
1 1. When you ask customers questions, customers sometimes give you a perfunctory answer. This is because the interviewer must dig deep or repeat his words directly, and only in this way can it help to find the problem;
12. When the customer deliberately refuses to cooperate to conceal the real situation and has strong resistance, you can find the customer's problem by beating around the bush;
13, you must make a summary;
14. Why are bills always returned or cancelled?
Precautions:
1) Speaking too strongly, selling too strongly, not considering the problem from the customer's point of view, and not giving the customer a chance to speak;
2) When confirming the order, you didn't ask the customer if there was anything unclear, so that the customer could express his concerns;
3) The customer was not told not to leave the local area when placing the order;
4) The product name is not duplicated when placing an order;
5) The company name was not explained to the customer when placing the order;
6) When placing an order, there is no action to stabilize the order.
Extended reading: telemarketing technology
Word 1: "I'll think about it" closing method
What should we say when the customer says he wants to think about it?
Salesman's words:
Sir (Miss), obviously, unless you are really interested in our product, you won't take the time to think about it, will you?
I mean: you asked me to think about it, not just to avoid me, right?
So I can assume that you will really think about it, right? Can you let me know what you really want to consider? Is it product quality, after-sales service, or what I just missed? Sir (miss), to be honest, is it because of money?
Lecture 2: "Powell" Closing Method
What should customers do when they like a product but are used to delaying their purchase decision?
Salesman's words:
US Secretary of State Powell said that he said that delaying the decision would cost the United States more than not making a decision or making a wrong decision.
Aren't we talking about a decision now?
What if you say "yes"?
If you say, "Not that nothing will change, tomorrow will be the same as today.
If you say "Yes, this is the benefit you will get: 1, ... 2, ...3, ...
Obviously, it is better to say it than not to say it, don't you think?
Word 3: "recession" trading method
What do you do when customers talk about the recent market downturn, which may make them unable to make a purchase decision?
Salesperson:
Sir (Miss), many years ago, I learned the truth of life. Successful people sell when they buy, but they sell when others buy.
Recently, many people are talking about the market recession, but in our company, we decided not to let the recession bother us. Do you know why?
Because most people who have wealth now have established the foundation of their careers during the economic recession.
They see long-term opportunities, not short-term challenges.
So they made a purchase decision and succeeded.
Of course, they also have to make such a decision.
Sir (Miss), you have the same opportunity to make the same decision now. Do you want it?
Lecture 4: "Over Budget" Closing Method
What will you do when the customer (decision-maker) is prepared to postpone the transaction or lower the price on the pretext of insufficient company budget?
Salesperson:
Manager XX, I totally understand what you said. A well-managed company must carefully prepare its budget.
Budget is a tool to guide companies to achieve their goals, but the tool itself usually needs to be flexible, don't you think?
If the products we are discussing today can help your company have long-term competitiveness or bring direct profits, as a company's decision-maker and manager, in this case, would you rather let the budget control you or control the budget yourself?
Word 5: "bargain-hunting customers" transaction method
What do you do when customers are used to bargaining for your quality products?
Salesperson:
Mr. (Miss) XXX, I know what you think. General customers will pay attention to three points when choosing products:
1, product quality; 2. Excellent after-sales service; 3. Lowest price.
But in reality, I have never seen a company provide customers with the best quality, the best after-sales service and the lowest price at the same time.
In other words, it is impossible to meet these three conditions at the same time, just as Mercedes-Benz can't sell Santana's price.
So if you want to choose a product now, which one are you willing to sacrifice? Are you willing to sacrifice the excellent quality of our products or the excellent after-sales service of our company?
So sometimes it's worthwhile for us to invest more and get what you really want, don't you think? When do we start delivery? )
Lecture 6: "No Close" Trading Method
When customers are used to saying "no lose &; Quot what should you do?
Salesperson:
Sir (Miss), in life, there are many salesmen who have enough reasons and confidence to persuade you to buy their products.
Of course, you can say "no" to all the salespeople.
In my industry, my experience tells me an irresistible fact: no one will say "no&; Quot When customers say "no" to me, they don't say "no" to me, but to their future happiness and happiness.
If you have a product today and the customer really wants to own it, will you let the customer find any reason and excuse to say "no" to you because of some minor problems?
So I won't let you say no to me today!
Lecture 7: irresistible closing method
What should you do when the customer doesn't know the value of the product or service and thinks that the price is too high and there is some conflict?
Shop assistant: How long do you think this course will last? How much money do you think it will make you in the future?
Customer:100000!
Salesperson: Your income in the next five years is 6.5438+million yuan. How much are you willing to pay to improve these abilities?
Customer: ××? (65438+ million)
Salesman: What if we only want 50,000 instead of 654.38+ 10,000? Don't need 50,000, just100,000? Don't need 10000, just 4000 yuan? If we sign up now, we only need 2000 yuan. what do you think? It can be used for 20 years, and only 100 yuan a year, 50 weeks a year, and only 2 yuan a week, with an average daily investment of 0, 3 yuan.
0.3 yuan/Tian, if you can't even vote for 0.3 yuan/Tian, you should come to class all the more. Do you agree?
Word 8: "Economic Truth" trading method
What should you do when the customer wants to buy the best quality product at the lowest price, and the price of your product is not negotiable?
Salesperson:
Sir (Miss), sometimes it is not entirely correct to guide us to make a purchase decision by price, is it? No one wants to invest too much money in a product, but sometimes investing too little also has its problems.
Too much investment, thanks to a little money, too little investment, more losses, because the products you buy can not bring you the expected satisfaction.
In this world, we seldom find that we can buy the best quality products at the lowest price. This is the truth of economy and society. When buying any product, sometimes it is worthwhile to invest more, right?
If you agree with me, why not invest more and choose better quality products? After all, choosing ordinary products can't satisfy what you bring.
When you choose the benefits and satisfaction brought by better products, the price is not very important, do you think?
Speech 9: "Ten Tests" Closing Method
When customers don't fully understand the product value and dare not make a decision rashly, your product or service can stand ten tests. You can use this method.
Salesman: Sir (Miss), many years ago, I found that the perfect way to test the value of a thing is to see if it can stand the test of 10 times.
For example, you may invest in houses, cars, clothes, jewelry or other things that can bring you happiness, but after owning it for a period of time, can you definitely answer this question: Are you willing to pay 10 times more for this product now than in the past?
Just like you took a class today, which helped you improve your personal image and income, or invested in a product to improve your health, then everything you paid was worth it.
In our daily life, we are willing to pay 10 times for something we think we enjoy? Do you think so?
Word 10: absolute trading method
Self-suggestion: I can sell any product to anyone at any time!
When you take the initiative to call a strange customer, your purpose is to make this customer buy the product or service you introduced.
However, many times, you will find that at the beginning, you were politely or rudely rejected.
Now, let's see how to effectively organize the opening remarks to improve the success rate of telemarketing.
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
4. Explain why the other person should talk to you, or at least listen to you.
Get the customer's attention on the other end of the phone
The most important thing to take the initiative is to attract the attention and interest of customers.
For strangers, most people are not ready to continue the conversation and will put down the receiver at any time.
You need to prepare an elaborate script to attract the attention of the other party through the charm of your language and voice.