1, customer group differentiation and coping and consumer psychology analysis

2. Insufficient analysis of professional skills such as telemarketing skills.

3. Make a special promotion plan and conduct targeted training.

4. Effectively help employees to do a good job in customer operation and market development, and summarize different cases of marketing success;

5. Skills and methods to improve marketing success;

6. Learn the outgoing call processing flow to improve the outgoing call processing efficiency;

7. Shortboard improvement of objection resolution.

course syllabus

The first part: consumer psychological analysis and telemarketing skills

Analysis on the Current Situation of Mobile Phone Marketing in China

Psychological analysis of customers

Customer personality analysis

The difference between traditional telemarketing and advanced telemarketing

Case: Why do consumers resist telemarketing

Case: Why did China Mobile's outgoing connection rate drop?

The second part: customer demand analysis and product analysis ability improvement.

Maslow's hierarchy of needs analysis

Learn to put yourself in other's shoes.

Thinking about Marketing from the Perspective of Smart Consumers

Customer demand analysis skills-level 4 questioning skills

(4) ask questions to the higher authorities.

ü Information layer problem

ü Ask questions at the question level.

ü Ask questions at the level of problem solving.

Super value shaping ability

Shaping the tangible value of products

Shaping the intangible value of products

The third part: the promotion of marketing skills and abilities;

Five marketing skills of telephone communication

ü Listen

ü ask questions

ü praise

ü in the same way

ü Guide

Several strategies to increase transaction opportunities

ü Risk-taking strategy

ü product value shaping

ü Super Gift Strategy

The fourth part: learn the outbound call processing flow, formulate the optimization script, and improve the outbound call processing efficiency;

Marketing skills 1: 30 seconds before the opening remarks

Normative prologue of prologue

ü greetings

ü company introduction

ü department introduction

ü Personal introduction

ü Toll-free number

④ Confirm the identity of the other party.

ü Asking about polite expressions

Recording analysis: listen to the opening remarks of five mobile companies for analysis.

Case: Opening words with low connection rate

Exercise: Three common opening remarks of strangers

Exercise: Opening remarks of old customers

Case: 5 core contents in the opening remarks

Field practice: three opening words with high connection rate

Opening design

Attractive opening remarks

Entry taboo

The opening remarks arouse the interest of the other party

ü Make each other happy

ü Let the other party trust.

④ Confuse with each other.

Case: Opening remarks with a connection rate of over 90%

Analysis of Common Foreign Opening Remarks of Mobile Companies

Field practice: the most effective 3-minute opening remarks

Phonetic design 1: the prologue design of mobile phone newspaper and color ring back tone

Speech Design 2: Opening Design of Telephone Fee Concession Package

Speech Design 3: Opening Design of Brand Migration

Marketing skill 2: tap customer demand.

What are the tools to tap customer needs?

The purpose of asking questions

Two kinds of problems

Principles to be followed when asking questions

four layers