Course objectives:

Clarify the norms and modes of outbound marketing, master effective communication skills, improve service marketing ability and customer retention skills, effectively handle telephone objections, and systematically follow up customers, thus improving customer satisfaction.

Training target: outbound personnel and account managers.

Training time: 2 days 12 hour Chinese course.

Course outline:

First, the basic elements of outbound marketing

Five Skills to Overcome Phone Fear

Key points of frustration control

(A) external communication skills

Preparation before telephone communication

The general process of telephone communication

Skills of answering the phone

Skills of making phone calls

Excellent telephone service

(B) Listening skills

Decide on three aspects of listening

The principle of listening

Skills of effective listening

Steps to effective listening

Five levels of listening

(C) Speaking and asking skills

Questioning skills

Watch your tone.

Service taboo

Second, the comprehensive skills of outbound marketing

(A) comprehensive customer service skills

How do outbound personnel predict the customer's demand-demand type?

Several methods to understand customer needs

Practice of telephone demand exploration

Watch your language.

Please use 3F technology.

Ten Good Habits of Serving Customers

Customer type analysis

Impact of customer complaints

Several methods of wrong complaint

Make customer complaints easy.

Skills to eliminate customer dissatisfaction

What should you say when you can't meet the customer's requirements?

What do customers need to feel from our service?

(B) How to fully stimulate customers' desires

How to arouse customers' desire to buy

Open and closed questioning skills

Analysis of selling points of telecom products

Stimulation of overseas marketers' desire for self-success

(3) Telephone recommendation of telecom products

Telemarketing speech of telecom brand business

Telemarketing of new telecom services

Telephone communication skills in complaint handling

Practical practice of telephone recommendation speech for outbound personnel

(4) Handling of objections in external marketing.

Skills of quickly identifying and responding to customer objections

Telephone communication skills of customer objection handling

Objection handling words

How to track customer objections

Practical practice of customer objection handling

(E) Effective handling skills of special customer complaints

Types of special customer complaints

An analysis of the psychology of difficult customers and the causes of complaints

How to deal with difficult customers

Emotional self-control in handling complaints

(6) Post-listing management of exit personnel

Customer data management of telemarketing for out-of-town personnel

Quick and effective form formulation and use

Effective customer follow-up visits

Common objections in the process of external marketing

Common objections to new business and their handling skills

Common objections in the process of telephone resistance and their handling skills

Build personal influence

Telemarketing Practice Training for Expatriates

Practical summary of telemarketing for overseas personnel