Be mentally prepared. Before you make every phone call, you must know that the phone call you made is likely to be a turning point in your life or your current situation. With this idea, you can have a serious, responsible and persistent attitude towards every call you make, and your mentality will have a positive motivation for success.
Content preparation: before making a phone call, you should prepare what you want to express. It is best to list a few items on the paper at hand first, so as not to forget your speech because of nervousness or excitement after the other party answers the phone. In addition, when communicating with the other party on the other end of the phone, if necessary, it is best to prepare and rehearse in advance. Pay attention to two points in telephone communication: 1 Pay attention to the change of tone and be sincere. 2 words should be organized, not incoherent and repetitive, which makes the other party disgusted or wordy.
Second, timing.
When you make a phone call, you must grasp a certain opportunity to avoid contacting customers while eating. If you make a phone call, politely ask the customers if it is convenient to answer. For example, "Hello, Manager Wang, this is * * * from * * Company. I'll call you at this time, right? " If the other party has an appointment, happens to be out, or has guests, politely stop talking about the time of the call and then hang up. If the boss or the person you are looking for is not here, you need to ask the person who answers the phone for contact information. "* * Mr/Ms's mobile phone number? He/she only left this number when he/she called/came to the company last time. Thank you for your help. " .
Third, answer the phone
When making a business call, after the call is connected, the business personnel should first say hello, report themselves and confirm the identity of the other party before getting to the point. For example, "Hello, this is * * * Company. May I speak to the boss/manager of * *? Hello, boss/manager, this is * * * from * * company. Please talk briefly ... because the phone is charged and the line is busy easily, so make a long story short when you call or answer the phone. In short, in addition to the necessary greetings, we must talk less about topics unrelated to business and put an end to long-term calls. Politeness before hanging up ... After the call, the business personnel must remember to thank the customer. " Thank you for taking so long to listen to my introduction. I hope it will bring you satisfaction. Thank you. Goodbye. "
In addition, the customer must hang up before the business personnel can hang up the phone gently. To show respect for customers. After hanging up ... after hanging up the customer's phone, many business people will immediately pop out a few indecent words from their mouths to relax their pressure. Actually, this is the worst bad habit. As a professional telemarketer, this is absolutely not allowed. The art of answering the phone ... some customers contact the general department directly to place an order, learn about the company or product, or complain by phone in order to save effort and convenience. The person who answers the phone must pay attention when answering the phone. Never ask questions without understanding, or perfunctory customers, and don't be impatient with every customer who has called. 1. After the call is connected, the person who answers the phone should sign up.
For example, "Hello, this is the customer service department of Sanzang Culture" or "Hello, I am-glad to serve you". It is absolutely forbidden to ask "Hello, who are you looking for?" Who are you? "This is not only a waste of time, but also impolite, which greatly reduces the image of the company in the hearts of customers. Generally, let the mobile phone ring one or two long tones before answering the phone. Never let the phone ring all the time. Answer it slowly. 2. Record the contents of the mobile phone. It's best to put some paper and pens next to your mobile phone, so that you can record the key points while listening to the phone. After answering the phone, you should properly handle or seriously report the main points of recording.
I repeat, when the customer calls, he will definitely say the information he wants. At this time, you should not only record it, but also repeat it to the other party to make sure it is correct. 4. How to keep customers waiting
If the other party needs to wait during the call, the receiver must say "sorry, please wait a moment" and then say the reason for letting him wait, so as not to be anxious because of waiting. When you answer the phone again, you must apologize to the other party: "I'm sorry to have kept you waiting." If the other party is kept waiting for a long time, the receiver should tell the reason and ask him to hang up the phone first, and then dial the phone after processing. 5. How to deal with the low voice of the other party? If the other person's voice is too low, the receiver can directly say, "Excuse me, would you please speak a little louder?" I can't hear you clearly. Never shout: "Hey, hey, louder"; It is the other person who wants to speak loudly, not you. 6. How to deal with the phone when looking for someone? If you meet someone's phone, you should quickly transfer the phone to the person you are looking for. If the person you are looking for is not here, you should say to the other party, "Sorry, he (she) is not here now, this is XX. If it's convenient, can I give it to you? " You can also ask the other party to leave your phone number, and when someone comes back, tell him to call him back immediately.
Whether you call or answer the phone, you can reflect the image of a person or company. Telephone is the window for the company to communicate with the outside world. A good process of calling and answering the phone conveys a good impression to the other party, and vice versa. Therefore, when making or answering a phone call, you should pay special attention to your words and tone. A phone call may change your present situation or even a person's life.
Four. Establish a dialogue
1. Telemarketing is like a bowling game between two people: a. You vote for each other; B. he throws; C. you throw it back; D. he threw it back; 2. the first three problems in sales: a. find out who the payee is and talk to him. B. Make the buyer a person who wants to talk and is worth talking about. Grab the collector's attention.
Summary: Remember: in every transaction, price is not the most important factor. If price is the only consideration, we will all sleep in cheap motels and wear second-hand clothes. In terms of price and income
Perceived value is related, just like consumers, they will spend money on what they think is valuable. So do commercial buyers. For the buyer, the money he spends will be worth the money, that is, the deal is reached. If you can't put forward the value of the product, the sales purpose can't be achieved in the end. 3. What are the main communication skills of telemarketing? The sales volume is directly related to the alertness of telemarketers.
Fifth, let customers move.
Accept customers' objections with an open mind and establish a dedicated, conscientious and valuable marketer image in his mind. Remember: it is much easier to keep an old customer than to develop a new one. Marketing awareness: There is no mysterious formula for successful sales. Success is the result of training and hard work.
Intransitive Verb Customer Management
Refers to the collection, classification and collation of customer information; Communicate and contact with customers regularly; Handling of customers' opinions; Continuously improve the way and content of customer service. In today's market competition, which enterprise doesn't have a few telephones, fax machines and computers, but how many can really add value? How many orders were returned by phone? Before the formal telemarketing begins, professional and systematic training must be given to telemarketers. First, be a trained telemarketer.
Have strong communication skills in the process of telephone sales, and achieve ideal communication effect through the charm of language. In order to have a high-quality telemarketing department, enterprises must carry out professional telemarketing skills training for salesmen. Professional telemarketers have the ability of self-image design and self-promotion. Telemarketing is to communicate with customers by telephone. Although customers can't see us, we should pay attention.
Caring about your own image is the minimum respect for customers and the embodiment of good professional standards. If you are in a lazy state, your voice will convey to customers a feeling of being ignored and unprofessional. In the daily telemarketing work, telemarketers should always appear in a professional manner.