Personal summary report of telemarketing 1
In the process of learning telemarketing, I realized that the most important thing in sales is how to communicate with customers. When you pick up the phone and want to call the customer, have you ever thought about what to say to the customer first? Customers will continue to talk to you, ask you a lot of questions, and then they will believe you and become your loyal customers and dependent customers forever.
You can see a person's quality and inner world best on the phone, and you can also show it clearly on the phone, no matter how you usually hide it. Then, every call we make should give each other a warm feeling or be kind and friendly. Your good image and the company's image will be conveyed to each other on the phone. I know that in today's increasingly fierce market competition, students who study telemarketing deeply feel that telemarketing is difficult. Especially after communication with customers is blocked, I think I have communication skills on how to do a good job in customer ideological work and strive for customers to finally choose our company's products. The following are some superficial understandings of telemarketing.
1. Get twice the result with half the effort.
Be fully prepared before each call. Appropriate prologue is the key to successful marketing, so you should prepare the corresponding marketing script before marketing. Psychologically, we must be fully prepared, have confidence in marketing, and have the belief that "I can achieve the results I want by phone"! .
2. Simple and clear, with clear meaning
Pay attention to simplicity and clarity during the call, and try to express the marketing business clearly in the shortest time to arouse the interest of prospective customers. When you speak vaguely and slurred speech, it is easy to make the caller feel impatient.
3. The speech speed is appropriate and the language is fluent.
Speak properly, not too fast, so that the other party can not only hear everything clearly, but also help themselves to be alert and avoid saying the wrong thing without finding it in time. In addition, when you speak, your language should be fluent, your intonation should be as rhythmic as possible, and you should smile, because a smile will be reflected in your voice, giving people a sincere and pleasant feeling.
4. Give priority to listening, supplemented by speaking
Good communication should be based on listening and supplemented by speaking, that is, listening 70% of the time and speaking 30% of the time. Ideally, let the other person keep talking, and the more we listen, the stronger our control. In 30% of the speaking time, the time for asking questions accounts for 70%. The simpler the question, the better, and the right and wrong questions are the best. Speaking with a comfortable attitude and a relaxed tone is more acceptable to ordinary people.
5. Be customer-oriented and handle complaints intelligently.
In the process of telemarketing, customers often complain about our telecom. So, how to deal with complaint calls? First of all, remember that customers are the most important, and never have a verbal dispute with customers. Secondly, we must be clear about the root causes of customer complaints. Finally, we should patiently calm customers' hearts and turn hot potatoes into fingers. Under normal circumstances, problems reflected by customers that can be solved within their own authority will be solved immediately for customers; Problems that cannot be solved within the scope of their own functions and powers should be immediately reflected upwards until the problems are properly solved.
In short, telemarketing is by no means equal to making a lot of random calls and trying to sell a few products by accident. I think communication skills are very important if customers want to easily realize the value of telemarketing. Because the working hours are not long, the marketing skills are still immature. In the future work, I will work harder and learn from my colleagues more humbly.
Personal summary report of telemarketing II
There has been little change this year, and my main job responsibility is telephone sales, which, as the name implies, is the sale of transactions by telephone. During this year, I mainly communicated with customers through the internet and telephone in the company. At work, it sounds like sitting in the office every day, making a few phone calls or contacting customers through qq. This is very simple, but the workload is still very large. Deal with different customers every day, and leave a very good impression on customers through their own language at the first time. In order to make customers trust the quality of our products more, besides the company's quotation, what is more important is a service. Let customers feel that Tongying Anti-counterfeiting Company is a big enterprise with a good service team, just like enjoying the process, turning the business atmosphere into a friendly exchange between friends. And let customers with strong intentions think of it for the first time, and think of cooperation with Tongying anti-counterfeiting company. These are closely related to their efforts, and as salespeople, they should have a very keen sense of smell and feel the needs of customers at the first time. For customers with strong intentions, in addition to telephone greetings, SMS greetings and qq greetings, they also need to have a work enthusiasm to infect customers, so that customers can feel my sincerity from their own actions. Then I believe that the number of customers will gradually accumulate.
I believe that through my efforts and welcoming every day with enthusiasm, I will finally see the rainbow. I believe that the company will be better next year and my performance will be more promising than this year. I also hope that the experience and lessons learned from this year's work practice, after a period of reflection, will enable me to make new progress and improvement in all aspects in 20 _ _ years or even longer, and make my work better, more detailed and more perfect. I hope my business volume will reach a qualitative leap next year.
I also want to think about my work plan for the coming year before my annual leave, as follows:
First: write a work summary and work plan every day of the week. Weeks end, months end. In this way, you can work with a goal instead of working blindly. And clear up today's work ideas, work more smoothly. At the same time, look at the mistakes and incomprehension in the work, consult the company leaders and colleagues in time and make improvements. Think more with your head.
Second: make a good customer report every day. And divide customers A, B and C well, and make detailed and clear customer follow-up and the next follow-up plan. At the same time, when you come to the company every morning, you should first take a look at yesterday's customer report, and then communicate with today's customers by telephone with pertinence and purpose. Do a good job of summarizing A, B and C customers, and strive to turn A-level intended customers into real customers. Turn B-level customers into A-level customers, and so on.
Third, set yourself a goal every week: try to contact at least one customer with strong intentions every day and cooperate successfully with at least 6 customers every month. Constantly reflect and summarize every day.
Fourth, strengthen business knowledge and professional knowledge. When communicating with customers, talk less and listen more, accurately grasp the needs and requirements of customers for anti-counterfeiting labels, and put forward reasonable suggestions.
Fifth: follow up key customers every week, constantly explore new customers every day, and maintain old customers every half month. List key customers and big customers in the report, and devote corresponding time to good customer relations. If there are any signs, report to the leader in time.
In addition, when the Spring Festival is approaching, I plan to let customers who have cooperated or are interested in contacting before the year call or send text messages to express their New Year wishes and greetings.
In addition, some suggestions for the company:
First: In order to let employees know more about the anti-counterfeiting label industry and anti-counterfeiting label products, it is suggested that the company can regularly train employees every month. And think that learning at work is also very important. It is suggested that the company conduct some job skills training. In order to make employees grow faster and bring greater benefits to the company.
Second: It is suggested that the company's VoIP can remain stable. As a telemarketer, I call my customers at 9: 30 every day. I often get disconnected suddenly during the call, or the customer says that he can't hear my voice at all. And some customers advised me not to use VoIP. Every time I communicate with customers, customers don't know our company's phone number. Every time I make a phone call with an Internet phone, the phone number is displayed differently, and sometimes the number is not displayed. I hope the company can adjust and upgrade the mobile phone early next year.
Thirdly, it is suggested that employees can organize all employees to travel, climb mountains and play badminton after work, such as holidays, to enrich their spare time and enhance the cohesion among employees. Enhance team spirit.
To sum up, the above is my work plan and suggestions for 20 _ _ _ years. Please correct me if there are any mistakes. In the new year, I will work harder. Strive to complete the sales target set for yourself on time and with good quality. And I also believe that the company will get better and better. In the near future, the company will develop better and faster!
Personal summary report of telemarketing 3
I am responsible for the design of telephone sales booths, and I have been working for one year. These days, I have gained a lot through hard work. Let me sum up my work during this period:
The telephone number of the company's unit and main business, such as the front desk staff, will not be transferred to the main person in charge. This situation will generally appear in the following ways:
1. We don't need you to set up a company. Hang up.
Oh, I won't participate in the exhibition this year, and then I will hang up.
Our main person in charge is on a business trip and will come back in a month. Nothing else is convenient to say. Hang up the phone.
4. You are setting up a company. Why not send a file or an email? Let's see.
The first two situations often happen. Ordinary telemarketers are uncomfortable when they encounter this kind of call. Guests don't say goodbye, almost saying that you should never call again. Call names when you hang up. No one has such a good temper. Let it out. There's still hope for the next call. The latter two situations are a hope of our telemarketing, but they are superficial and hope is impossible. A month later, the exhibition is over, and faxes or emails will be treated as garbage by them.
Question 1, first of all, don't say which company you belong to, just go to the booth manager. Before that, you should know which exhibitions your customers have participated in and what good things your customers' company will have in the future. The more detailed you know, the better. The front desk must know what company this company is, you can say it is the organizer, understand the recent implementation of your booth and exchange some important things. Speaking of which, you can usually answer the phone. If the front desk is the person in charge of the booth, or he knows, you can tell him that they are not satisfied with last year's exhibition, and their participation in this year is now there, and then ask if their booth is a standard booth or a large booth. After further understanding, make detailed preparations. You know, the big booth is our main customer. If the front desk calls, be sure to ask the name of the person in charge of the exhibition before the front desk calls. This is very important in that department. Don't worry if you don't ask. If you switch in, everything will be fine.
The second problem, generally speaking, is a common problem with low accuracy of customer calls. If you call more than five times in a row, put down your mobile phone and adjust it for 5 minutes, look at the information or stand up and walk before adjusting. On this issue, I still have the information of customers and communicate with my colleagues. Whether or not to participate in the exhibition, some colleagues are more thoughtful and more open-minded than themselves, which is good for me. The guest said not to hang up immediately if he didn't attend the exhibition. Be thick-skinned, be thick-skinned. Ask some guests questions. What exhibition did you attend last year? Where did you attend more meetings this year? Are there any exhibition plans for next year? About when it will be exhibited. But remember, if you are not the main person, don't talk any more. After simple communication, hang up politely, which is for big customers. Then communicate through other channels to find the main person in charge, which is promising.
Third, this kind of reception desk is really excellent. I won't refuse you, but I've been hanging on to you. In fact, most telephone sales will not call for a month, because the exhibition is over or I don't have time to help customers design booths. They will tell you in a month that our manager is out now and doesn't know when he will come back. Tired, do you still need to call? Many people will ask themselves. Playing, playing down is also the manager's careless handling. If you don't fight, there is no hope. Think of Cao Cao's "chicken ribs" and fight. Nowadays, the competition in society is much more terrible than that in Cao Cao's time. But what method works? Everyone, use your own thoughts to deal with it. Different questions have different answers, but only one is the same. In telemarketing, every call is a hope! The fourth question is summarized in the work of telemarketing month. Every telemarketer likes to hear it, because he can tell the manager that the customer asked me to send a fax today, and occasionally he will see the manager nod with satisfaction. My friends, this is an illusion. What kind of situation is illusion?
1, he doesn't know the name of your company (the company name is usually said once on the phone, and 90% of new customers don't remember the name, but know what you do).
2. Telephone communication should not exceed five sentences.
He didn't say whether they needed it. If the situation is just the opposite, my friend, be happy. This is the result of my hard work or good luck, but remember, this is just the beginning.
Ok, let's talk about what is needed for further communication. Yes, remember that customers will not hand over their booths to an unskilled company, but you represent the company, so remember all the procedures well. Your goal is to make customers spend the most money. Communicate with customers' needs and design department. But remember, gilding the lily is a famous saying. Don't make this mistake. The more you do, the worse it will be. This responsibility is thankless.
Whatever the customer says, keep it in mind. But sometimes you have to be able to distinguish the irrelevant words of the guests. It also helps to give full play to one's own ability, generally doing telephone sales of exhibitions, showing customers the booth we designed for their company, and collecting their company's website here, including a little news. Give it to the design department. Remember, the design work plan and implementation made by our company are forever.
This is my experience in this year's work. I hope the leaders will correct me!
Telemarketing Personal Summary Report 4
In a blink of an eye, 20 12, full of opportunities and challenges, passed, and we ushered in a brand-new 20 13. In the past time, I deeply felt the vitality and development of the telemarketing center, as well as the enthusiasm, hard work and upward spirit of all my colleagues. I have the same goal and ideal to work hard and make the results I want.
In retrospect, I have been in the telemarketing center for almost two years. By studying the professional knowledge of insurance products, telephone sales skills, telephone interviews with customers and the study and cooperation among colleagues, I have learned and understood a lot of knowledge that I can't learn in school, whether it's being a person or doing things. Telemarketing may also be the most difficult of all sales, not to mention that the products sold are insurance, and it is the most challenging to sell among people with weak insurance awareness in China. Rejection from others always hurts my self-esteem. In telemarketing, we make at least 50 calls every day. If there are 22 working days every month, we will make 1 100 calls every month. This shows how many rejections we have to go through. The voice we hear the most is that I don't want to. If we can't motivate ourselves and encourage each other, then we may be shrouded in gloom every day, don't want to make a phone call every day, and even feel heartache when we see the phone. Because no one likes the feeling of rejection, we must put our hearts down and have a strong will. In the pursuit of success, you will inevitably encounter all kinds of difficulties, twists and turns, blows and disappointments.
Telemarketing Personal Summary Report 5
I have been living in China Life for some time, and I have made some insignificant achievements. I sent them not to gain the appreciation or sympathy of all my colleagues, but to share my experience and publicize my performance.
First of all, I think if you really want to do insurance well and for a long time, make money for yourself and improve the quality of life for yourself and your family, you must have the determination and perseverance to fight a protracted war! If you don't have this determination and perseverance, you will want to back down when you are rejected by others. Then simply give up insurance and change to a job that is more suitable for you! It is common to be refused insurance at first, but you get used to it. Now I am invincible. Haha, in fact, there are more setbacks, more experience, more methods and fewer rejections. In addition, we can also put ourselves in each other's shoes. Sometimes we go shopping and buy clothes. We often decide to buy in one of them after changing several stores. Didn't we reject the rest? We refuse others almost every day, and others are still alive. What's the big deal about people rejecting us? Don't be afraid to refuse, keep a considerable number of customer visits every day, and there will always be results slowly.
What has to be mentioned here is that the method is very important in doing anything. If it doesn't feel right, it's time to change your mind and find another way. For example, after years of struggle, most of my clients who refused me and didn't dump me have now become very good friends with me. Thanks to their help, I was promoted to a small supervisor of the company. Managing people is much more difficult than digging up customers. This is also a science. At first, it was chaotic. Either the customer information was lost and could not be found, or the customer resources were taken away by the resigned salesman. The whole thing makes my head hot! Don't talk about the information age now? I just want to know if there is any software such as telemarketing system management. Can you help me? I didn't expect to find it online. Just like when I started my business, my team performance has also turned around here.
Secondly, I think insurance is a kind of screening work, or what we are doing is a kind of gold rush in the sand. We should quickly screen our visitors, eliminate a lot of sand and find our gold grains as soon as possible! Only when a person has the financial resources and the desire to participate in insurance can he become our real customer. Imagine if a family's gross income is only 25,000 yuan a year and there are children, how can you expect him to spend nearly 1000 yuan a year on insurance? Unless he's crazy! Therefore, when we visit our customers, we should not spend more time and energy on customers with insufficient financial resources and only enough income to make ends meet! This requires us to be very good at observation and analysis, and strive to judge whether the other party has the financial resources to buy insurance in the shortest time; In other words, the other party has the financial resources to buy any insurance, and whether this insurance is meaningful to him. If yes, continue to follow up, if not, give up quickly and change your goal. This is a screening job. My team doesn't do boring work like I used to. We will purchase a lot of high-quality customer information through various channels and import it into the telemarketing system in batches. Salespeople only need to wear headphones, keep a good mood and communicate with customers. Now the sales volume and sales volume are several times that of before. In this way, I think it is necessary to share with you the reasons. We have nothing to hide. It is also appropriate to make some contributions to our great insurance cause. Hey hey! Everyone laughed!
Thirdly, of course, personal professionalism is also very important. Although the current telemarketing system facilitates our work and improves efficiency. But diligence is still our attitude. Looking back on that year, I went there from morning till night, and in the wind and rain, I ran a dozen customers a day, but I was rejected n times, still full of energy. The area I have been to is gone forever. Many people know that I am an insurance boy. Alas, years make people old. Teenagers in those days are now middle-aged and have great responsibilities.
Although telemarketing has changed the sales model of our insurance industry in the past. In fact, it can't be simply said that it has changed, it should be said that it has been optimized. However, our enthusiasm and hard-working attitude cannot be reduced, although people's insurance awareness has improved now. It is not enough for a customer to visit once. We need to follow up again and again to scrutinize his needs. Of course, the method is also very important to us, which has been emphasized above. You can't chase customers to buy insurance all day, you will be complained. If you want to blur your sales concept, you have to slowly tap each other's needs, just like falling in love with customers. For example, always care about the customer, let him think of you, and let him know that you sell insurance. When he needs it, it is enough to find you at the first time. In addition, advanced working methods and tools are also necessary.
Related articles of telemarketing personal work summary report:
★ Model essay on personal annual work summary of telemarketing
★ Model essay on annual personal work summary of telemarketing
★ Model essay on personal work summary of telemarketing
★ Summary report on personal work of telemarketing
★ Telemarketing Annual Work Summary Report
★ Four essays on personal work summary of telemarketing in 2020
★ Latest model essay on personal work summary of telemarketing year-end in 2020
★ Five summaries of telemarketing personal work
★ Five model essays on personal work of telemarketing in 2020
★ Selected model essays on year-end personal work summary of telemarketing