Summary of telemarketing team leader's work 1 With fruitful results and full enthusiasm, we have ushered in the end of the year. Personally, it is a bumper harvest year, especially this year, I have gained too much, and there are too many people to thank. Here, I will make a summary of the telemarketing work:
I. Work Completion in the Past Year
Strengthen product knowledge and centralized training. In order to ensure the quality and quantity of training, training materials and teaching CDs are selected according to the needs of majors and trainers. Before training, it is distributed to trainers for everyone to do, which is convenient for teaching, review and self-study, which improves the teaching quality and consolidates the teaching results. Teachers have a clear division of labor, and the responsibility lies with people. Each training session will be taught by professional teachers according to the schedule. It is required that the theoretical explanation is easy to understand and the implementation is specific and targeted, which will be clear at a glance. Hire professional technicians, actively update the call system, and integrate incoming calls based on the new call system. The incoming call power is obviously higher than that before the update.
Incoming and outgoing calls are detailed and the division of labor is clear. In terms of outgoing calls, increase the density of outgoing calls, let more people know about the company and its products and win more customer resources for the company. Strengthened the cooperation between calls and products, carried out many promotional activities and achieved good results; For outgoing calls, follow up unpaid orders, and for customers, keep abreast of customers' progress and follow up in time. For each newly developed customer, tabulate statistics and analyze the gains and losses of developing customers. By holding a regular meeting once a month, analyze the recent customer situation and make a summary of the customers who have not closed the deal, so as to better follow up. For customers who have already made a deal, we will share our experience in time for everyone to learn. At the same time, carry out secondary sales of old customers with the same education and communicate with old customers in time.
Second, the existing problems and deficiencies
The consulting ability is insufficient, and some courses still lack in-depth consulting ability. It is necessary to strengthen cooperation with products and increase training. At present, the main daily business is the return visit of unpaid orders on the website, which is essentially superficial. Telephone sales in the true sense, that is, the secondary development of old users and the unfamiliar call sales of new users are not enough. Some just sell by feeling, and there is no statistical analysis of the performance fluctuation and conversion rate of the main products. Once, there was something wrong with the team atmosphere, and business competition developed in the direction of vicious competition, which directly affected the overall performance.
Third, the next step
In the new year, we hope to further strengthen cooperation with product departments, provide us with more product training, and help us step into the ranks of senior sales consultants. It is necessary for employees of the company to be familiar with the company's products. In order to develop, the company may have product improvement or launch new products, and often carry out some product training to let employees know more about the company's new products, improve their work skills, and let everyone grow faster. Strengthen data statistics and analysis, keep abreast of incoming calls and outgoing calls, strengthen management according to performance fluctuations, and improve product conversion rate. Actively study and explore sales laws, guide the development of sales work, and create more economic benefits for the company. Make a large-scale outbound call, wake up the sleeping data and promote the repeated sales of old customers.
In the new year, we will firmly grasp the strategic opportunity period of education development and fully assist the sales staff to achieve the sales target. We all work together, closely combine our own reality, make long-term plans, work hard, stand at a new starting point, move towards higher and better goals, and do our work better! In the near future, I believe the company will develop better and faster!
Summary of telemarketing team leadership II. You can see a person's quality and inner world best on the phone. You can show it clearly on the phone, no matter how you usually hide it. 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 is a summary of this year's telephone sales work.
First, full preparation, get twice the result with half the effort
Be fully prepared before each call. Proper opening remarks are the key to successful sales, so you should prepare corresponding sales scripts before sales. Psychologically, we must be fully prepared, have confidence in sales, and have the belief that "I can achieve what I want by phone".
Second, simple and clear, with clear meaning.
Pay attention to conciseness during the call, and express the sales business clearly in the shortest time to arouse the interest of potential customers. When you speak vaguely and slurred speech, it is easy to make the caller feel impatient.
Third, 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.
Fourth, 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 problem, the better. Yes, yes. Speaking with a comfortable attitude and a relaxed tone is more acceptable to ordinary people.
Five, customer-oriented, clever complaints.
In the process of telemarketing, we often hear customers complain about our xx. 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 sales skills are still immature. In the future work, I will work harder and learn from my colleagues more humbly.
Summary of telemarketing team leader's work 3 Although I haven't worked in X for a long time, I have learned a lot of new knowledge and technology, and I have been exposed to work content that I have never even thought about before. All this is a challenge, a promotion and a growth for myself. Looking back on my work in the first half of the year, I am not very satisfied with my performance. The following is a concrete summary of the completion of sales work in the first half of the year:
I. Personal Customer Management and Service
Based on the service tenet of "people-oriented", we provide differentiated services such as door-to-door service and family service to major customers and important customers. We ask every account manager to patiently answer customers' questions about communication, satisfactorily solve customers' problems in using the telephone, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, collecting telephone charges, etc.
In addition, combined with the strategic goal of "service and commerce", we always adhere to the corporate mission of "creating an infinite communication world and being the pillar of the information society" and constantly enhance the employees' "sense of crisis, urgency, mission and responsibility", which not only improves the service quality in an all-round way, but also makes our sales department make great progress in corporate civilization construction.
Second, the retention rate of high-end customers.
In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can we gain the trust of many high-end customers. In the past, our sales department successfully completed the tasks assigned by the company.
Third, the management of outbound personnel.
Outbound personnel account for a certain proportion of the indicators completed by our sales department. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin's cooperation of all outbound personnel have played a great role in the promotion of new business and the overall promotion of incremental income of new business in the first half of the year. When outbound team members do market research, social investigation, service care and tap potential customers, their service quality represents the service image of our company.
When training outbound personnel, we require them to master the company's indicators and business, standardize service terms, professional and flexible coping skills, and cooperate closely. So that they can clearly and clearly deliver the information to the target customers at the first time. It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects customers. Outbound personnel further cultivate potential and competitive business, focusing on strengthening potential, service management and service personnel management.
Fourth, complaint handling.
In order to further improve customer satisfaction and maintain continuous service, the sales department established a rapid response mechanism for customer complaints in the first half of the year, taking customer value as a yardstick and starting with strengthening complaint management. First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling.
Verb (abbreviation for verb) daily homework
The account manager is the main provider of key customer services for group customers and individuals, and also an important carrier for X Company to show its employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers. In the daily work in the first half of the year, we focused on the systematic training of the service and business of account managers, in order to comprehensively optimize the marketing system and realize the scale of account managers. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the sales department to achieve marketing objectives.
In the second half of the year, I will assist the leaders in comprehensively innovating the service model and increasing the market share of new business. Assist leaders to comprehensively improve customer service and enhance service value. We will continue to vigorously promote the core values of "being virtuous and carrying things, achieving perfection".
Summary of the work of the telemarketing team leader. My first job after graduation was telemarketing in X company, which was the first bucket of gold I earned in my life. I will never forget this process. The following is a summary of my work this year.
I. Specific work situation
Every day, our job is to visit and make phone calls one by one according to the phone list found on the Internet. On average, there are over 65,438+000 calls every day. The main content of the telephone call is to introduce our products and services. I hope customers can apply for our membership, give them an account, and ask them to try our products and services for seven days. If customers are satisfied, they will enter the next step of membership business. Although life is not difficult, I have encountered many unexpected troubles in my practical work.
Telemarketing is a bit like waiting for a rabbit, or in layman's terms, killing a mouse. In addition to good eloquence and communication skills, our own luck is also very important, because it is possible that the other party urgently needs your products and services, but can't find them. At this time, when you call, the other party will be very excited to cooperate with you and remit money to you, and it is very likely that they will communicate with those interested customers repeatedly. At the same time, the more phone calls we make, the more potential opportunities we have, because in society, with a product, there will definitely be people in need. Just tell him the news and let him decide whether to buy your product or service.
Second, work experience
The things on the phone list are a little vague. You never know when a client will cooperate with you, and this period is also the most difficult. The team leader said to me, "If you don't work hard today, try to find a job tomorrow." Only by working hard can we survive in the company and create benefits for the company. Yes, I thought about it, and the team leader was right, so I regained my fighting spirit. In short, let customers have a sense of identity, peace of mind and security. Only in this way can he believe that you are not a liar or a bad person. You are just a business partner and a trustworthy good friend with him. Only in this way can you get the bill, create economic benefits for the company and increase income.
Third, work growth.
Through a period of telemarketing, my eloquence has been greatly exercised, and I will not be afraid when chatting with strangers. My communication skills have been greatly improved, and I will work hard. 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 hope that the experience and lessons from this year's work practice, after a period of reflection, will enable me to make new progress and improvement in all aspects next year or even a longer period of time, so that my work can be better, more detailed and more perfect. I hope my business volume will reach a qualitative leap next year.
Summary of the work of the telemarketing team leader. The ringing of the New Year bell put an end to the year's work and hard work. As a salesman, I am also glad to have a rest after a busy year. However, after carefully' recalling' the work process of the past year, I can't help but feel a sense of urgency. Through memories, I found that I still had many problems that were not solved in time this year, and I have been following me closely. Now, I clearly realize that my work last year was not completely finished.
For this reason, I am tired of reviewing my work carefully in the last year. I hope to sum up my work here. Completely change or correct your mistakes in the next year's work. The following is a summary of my work:
First, establish sales ideas and be strict with yourself.
In this year's work, I first established my position in thought. Be clear about your sales position, be in the position of service provider at work, provide willful sales promotion for customers and establish friendly relations with customers. In order to provide better service to customers, I strive to be close to the company's service concept ideologically, improve the service attitude under the guidance of leaders, and think from the customer's point of view to bring better and more intimate service to customers.
Of course, as telemarketing, our main way is to find potential customers through telephone communication and make sales recommendations for them. It is inevitable that we will meet customers who don't like us. This kind of situation is more, and if you hear more bad words, your emotions will be infected, leading to a gradual loss of motivation in your work. In order to avoid or slow down this situation, in this year's work, we also learn from each other, help each other and improve our thinking. Let yourself be more tenacious in the work and finish the work better.
Second, the skill of work is the key to sales.
When I first came to the company, I had no experience and skills. This led me to hit a wall repeatedly at work and even had the idea of giving up. However, with the encouragement and training of leaders, I gradually mastered the skills of work, exercised and improved myself in constant work, and made great progress in my work.
Third, personal shortcomings.
Reflecting on this year's work, my own shortcomings are:
1, not strict enough in their own management.
2. I didn't find the focus of my work.
3, failed to complete their expected goals in the work.
In the future work, I will work harder to improve myself, strive to achieve my work goals, achieve better results and make better contributions to the company!