The main factors of sound characteristics are enthusiasm, rhythm, tone, intonation and volume. A positive attitude will make your voice sound positive and energetic. A positive attitude is not only important for telemarketing, but also for any form of sales. A positive attitude in telemarketing will form a positive behavior. Positive means that whenever you call a customer, or a customer calls you, you should think in a direction that is conducive to sales and promotes sales progress. For a simple example, a telemarketer told me that he was talking about a very important business with a very important customer. At the last moment of the customer's decision, he wants to call the decision maker, but he is afraid. He is worried that he will get a result he doesn't want to see. In his mind, he repeated the scene that he was told by his customers that they had no hope, which was actually his own fantasy. Finally, after a long period of pain, he called the customer feebly and reluctantly under unbearable circumstances. And the result? On the other end of the phone, the customer enthusiastically told him that they had decided to cooperate with him. The salesman breathed a long sigh of relief after hearing this. We cite this example to show that, in fact, many times, all our negative thoughts are caused by our own pressure on ourselves, but in fact, we don't need to do so at all. Therefore, if you used to face customers negatively, from now on, face every customer you meet with a positive attitude, and you will find that miracles will really happen! There is no doubt that enthusiasm can infect customers! It is a natural process for both sides to have enthusiasm when meeting customers. But in telemarketing, it is difficult to do this. Many of us are full of energy when we meet and talk with customers. Even if we talk for a long time, it is easy to feel tired on the phone. Therefore, it is not too difficult to generate enthusiasm, but it is difficult to maintain a high degree of enthusiasm at any time all day. But it's no wonder that the endless phone calls one after another, coupled with the pressure of work, are not difficult to understand. How to always maintain a high degree of enthusiasm on the phone? Call for a while and rest for a few minutes; Drink a cup of your favorite drink; Walk around and exercise; Take a deep breath. The attraction of learning network is also reflected in the rhythm of speaking. On the one hand, rhythm refers to the speed of speaking, on the other hand, it also refers to the speed of responding to the questions spoken by customers. Have you ever had the experience that you introduced yourself: "I'm Li Chao from Tianwei Company" and the customer said "What, what did you say?" The customer obviously didn't hear what you were saying, especially when the company you mentioned was strange to him. Talking too fast may make customers unable to hear clearly, thus making customers lose interest; And speaking too slowly often leads to a lack of passion. In addition, the response speed to customers is also very important. If the response to the customer is too fast, for example, the customer says "The main purpose of saying this is …", and then the salesperson says "I know, your main purpose is …", because the salesperson knows what the customer is going to say next, he interrupts the customer! This situation will send a message to customers, that is, they don't care about customers and don't listen carefully. Note that at this time, we are in no hurry to answer questions. Of course, it should not be too slow. Tone) When talking to customers on the phone, the tone you use is also very important. The tone should be neither supercilious nor supercilious. Just don't let customers feel that we are begging them, such as "look, this matter depends on you". This Nuo Nuo-only tone will only give customers a negative impression, which is not conducive to establishing a professional image. Imagine: which expert is asking for help? ; Of course, we don't want customers to think that we are domineering, such as: "You don't know our company? ! "Sometimes what we want to convey to customers on the phone is one tone, but the other party may listen to another tone. In the telemarketing training class, a game I often play is to let each student express the same sentence in a happy, sincere, ironic, angry and happy tone: "Thank you very much for inviting me to this party. I am really happy. " Don't tell others what tone he wants to express before expressing it to other students. The result of the game is that sometimes what you want to express will not be fully understood by others. Don't pitch too high. If it is a male voice, the deep, powerful and vigorous voice will be more attractive. Especially the male voice should not be too sharp or too girly. At the same time, the use of intonation should be rhythmic. Too dull sound will distract people and cause boredom, especially when we spend a long time explaining an important problem. In other words, we should use stress. For example, the salesperson said, "I suggest that we take action now." In this sentence, action is the key point, which should be emphasized with stress. Of course, we should also pay attention to the important words emphasized by customers, which requires us to have a good listening comprehension. Of course, the volume should not be too loud, too loud is a bit harsh, of course, too small for the other party to hear. The best way to control the volume is to ask your colleagues or friends for help, so that they can listen to what is the most appropriate volume for your phone call. At the same time, because the telephone salesmen in the call center are equipped with special telephone headphones, the position of the microphone in the headphones is also very important. Don't face your mouth directly, but put it in the lower left corner of your mouth, which is very helpful to maintain normal telephone volume and sound quality. The main elements of your wording are conciseness, professionalism, confidence, positivity, pause and fluency. Because the time on the phone is limited and the people on the phone are very busy, it is very important to use concise words on the phone. Conciseness, on the one hand, refers to the use of concise words, such as "I'm from Beijing and Tianda Company. My name is Chen XX, and we provide computer training services. " This is the opening remarks of a telemarketer in a company. If you are a customer, how do you feel when you hear this? In fact, this opening statement can be expressed in one sentence: "I am Chen XX from Beijing Tianda Company, and we mainly provide computer training services." On the phone, we try to use more concise words to express it without affecting the communication effect. On the other hand, it also means trying not to talk too much about business-related content on the phone. This is especially important when our customers are hawks. Of course, in order to establish a relationship with customers, it is necessary to talk about personal content appropriately, but enough is enough. Don't waste your time, and don't take up too much time of customers. As consultative selling personnel, it is undoubtedly very important to have professional knowledge of products, industries and competitors, and this professionalism can only be conveyed through our voice. If we lose our professionalism in front of customers, will customers still believe us? (Of course, be careful not to use technical terms on the phone unless you know that the other person is an expert in related fields. How can I improve my professional quality? On the one hand, it is related to our professional knowledge, on the other hand, we should also pay attention to self-confidence and speak in a positive tone. This brings us to another topic. From the way of speaking, logical sentences are also easier to establish an expert image. For example, when a customer asks you a professional question, "What does the manageability of your network system mean?" You replied: "Manageability mainly means, first, second and third ..." When you reasonably say 1, 2 and 3, your professional ability will be improved, your position in the eyes of customers will be improved, and trust will be easier to establish. Self-confidence) Self-confidence is different from major. People with high professional level are not necessarily confident. Self-confidence and modesty are different. We in China have always claimed modesty, but modesty is not a good thing in sales. I remember hearing a story that a patient had a heart attack and had to have an operation. Lying on the operating table, the doctor took a scalpel and said a word to the patient. The patient said nothing and immediately stepped down from the operating table. I won't do it. What he said, the doctor said modestly, "I'm sorry, my medical skill is average." Please forgive me if I don't do well. "Do you want to be the doctor? Take the doctor above as an example. The doctor is actually very modest, but the effect is not good. In order to maintain self-confidence, we should use affirmation in tone and wording, not negation or ambiguity. For example, when a customer asks a salesperson of a computer company, "How fast is your tape recorder? The salesman said, "our tape recorder may be 4-speed." "If you were a customer, how would you feel? It may be, it should be, maybe wait. These are all uncertain words, indicating that you lack confidence, which will also affect your professional level. Of course, it also has a negative impact on your appeal. In sales, we should avoid using such words and replace them with more positive words and a more positive tone. In some cases, you should express your affirmation firmly, but you can't hesitate at all. Your indecision may make customers lose confidence in you. For example, when a customer says, "Can you let me receive the goods on Thursday? "If you can, then you should categorically say," Yes, absolutely no problem ",so as to further strengthen the confidence of customers. For what you really don't know, you should find the correct answer before telling the customer. In addition, for some salespeople who are just engaged in telemarketing, you may be a little shaky when you speak because of inexperience and nervousness. This situation may also happen when you are not confident. When you are not sure about one thing, it is actually empty in your heart. A guilty conscience is like lying, it will make your voice tremble. The trembling voice gives people a feeling of nervousness and unconfidence, which may make customers think that you may be lying and make customers wonder if their time is spent on unnecessary things. The best way to overcome this is to have confidence in your product. Even if you know that your product has some shortcomings, you should look on the bright side, because your product has shortcomings and so do your competitors. What we want to emphasize to our customers is our value, not our weakness. In addition, deep breathing and adequate preparation can also help you enhance your self-confidence. Different words convey different information, even if we want to express the same meaning, they convey different effects. For example, "Are you the head of the computer system department?" "Are you in charge of the computer system department?" "Who is in charge of the computer system department?" "Excuse me, who is in charge of the computer system department?" "In addition to you, who else is in charge of the computer system department? "The purpose of the above questions is the same: to find the person in charge of the computer system department, but the results of these questions are quite different. How do you feel? In addition, when making phone calls, we try to use positive words instead of negative words, such as: "I want to know about your computer use this year." "Which word in this sentence is not used well? By the way, it is "knowing" and "knowing" who is benefiting, it is the salesperson. If the word is changed to "consultation" or "consultation", customers will definitely feel much better. For another example, if your customer tells you on the phone, "I think your major is strategic consulting, not human resource management consulting, and we need a professional company for human resource management consulting. "At this time, you may say," I know what you think. Although we have little experience in human resources projects, our rich management consulting experience will help you achieve the project objectives ... "... If we put it in a positive way in another way, it may be:" I understand your idea, we have had successful project experience in human resources management consulting, and our rich consulting experience in other project fields will definitely help you achieve the project objectives ... "... These two different expressions have left different impressions on customers. Summary: Telemarketing is mainly about language communication. In order to impress your customers effectively in a short time, you must make your language attractive and make him believe you, then your sales goal can be achieved. Work hard on your voice characteristics, wording and body language.