Self-love and fraternity

Maintain a positive attitude

Create positive psychological expectations

Communicate effectively with others.

Keep learning.

target setting

adequate rest

look into the future

Maintain physical and mental health

Overcome ten obstacles that hinder us.

1. Afraid

2. Anxiety and nervousness

worry

doubt

5. Depression and mood

6. Over-analysis

7. Negative thoughts

8. Negative effects

9. Bad habits

10. Feel at a loss

Suggestions on time management

First, we must make a monthly, weekly and daily work plan in advance.

Second, the visualization of goals and plans

Third, make full use of prime time to make phone calls.

Fourth, don't talk too much on the phone.

Five, the spirit should be highly concentrated and act quickly.

6. Don't make too many comments after a phone call.

Seven, advocate early work, prohibit early work.

First, the preparation before marketing

State the purpose of the call (your purpose and the customer's purpose)

Make clear the telephone target (the number of calls and the number of successes in a day)

Questions that must be asked to achieve the goal.

Imagine what might happen on the phone and be prepared.

Imagine and prepare questions that customers may ask.

Understand the puzzles and challenges that customers generally face.

Do you know enough about business?

Preparation of required information

Are you ready? (Prepare for success or face failure)

Attractive opening remarks and your voice appeal will attract customers to continue.

Opening remarks/greetings: attract customers' attention

Examples of open elements

Greetings/self-introduction Hello! I'm Li Gang, the telephone manager of Ningbo Telecom.

First of all, thank you for your support to China Telecom.

Introduce the purpose of calling you, mainly because there is a very good news that must be conveyed to an important customer like you (pause). Ningbo Telecom is promoting broadband Internet access for important customers recently, and you just meet this requirement, so I'd like to hear if you would like to join.

Confirm the feasibility of the other party's time Is it convenient for you to call now? (You can also chat after introducing yourself. )

Ask about the demand instead. My information shows that you use dial-up Internet now, and the monthly Internet access fee is about 150 yuan, right?

Common methods of attracting customers' attention in opening remarks (1)

Mention the problem that he may be most concerned about now

"Listen to your colleague mentioned that your biggest headache at present is that computers often have problems recently, and maintenance is a headache ..."

Arouse each other's interest and attention

"I know your long-distance telephone bill is relatively high. If there is a way to reduce your long-distance telephone bill by half, are you interested? "

Compliment each other

"They say you are an expert in this field ..."

Talking about the third party he is familiar with.

"Your friend Chen Da introduced me to contact you ..."

only

"As the only entertainment activity of Ningbo Telecom in May, I have an obligation to let you know ..."

Common methods of attracting customers' attention in opening remarks (2)

Arouse his worry and anxiety.

"The most important thing is that many users often pop up many bad websites when surfing the Internet, which affects their normal work and study ..."

Mention other people's experiences

"They all think that telemarketing will gradually develop in China ..."

Mention that you have sent a letter.

"I sent you a very important letter the other day ..."

best seller

"... in the first month of each e-commerce, 8,000 users applied ..."

"... many customers take the initiative to call to handle ..."

Use specific numbers

"This activity can reduce your long-distance telephone bill by 50% ..."

Telephone communication skills 1: voice appeal

Different products, different roles and different customer types have different requirements for your voice appeal.

Replace negative wording with positive wording.

Establishing a harmonious relationship with customers will make your inquiry possible.

Establish a harmonious relationship

Adapt to customers

Voice appeal

Praise sincerely

Politeness and friendliness

Looking for * * *

Professional ability

How to establish a harmonious relationship with customers on the phone?

1. How to praise customers on the phone?

Praise each other's voice

"By the way, you used to be a professional actor? Listening to you is like listening to music. "

"Listen to your voice, I think you must be a very confident person ..."

Praise the company that the other party serves.

"Your big company is our big customer, so it's easy to know."

"As the IT director of such a well-known enterprise, you must have a lot to learn."

Praise each other's professional ability.

"I heard that you are an expert in communication, and I want to ask you. I wonder if you have time? "

"An expert is an expert, and your question is different from that of ordinary people. You have hit the nail on the head. "

Use polite language

Hello-Bye-

Please-I'm sorry-

Please-

I believe you can help me-

Excuse me, can I bother you for a few minutes?

I'm sorry, could you repeat that?

Nice talking to you on the phone-

Thank you very much for your advice-

Welcome to our business hall-

I want to ask you-

Thank you for your support to China Telecom, and wish you a happy life!

Check number: What is your ID number, please?

Voice confirmation: Mr. X, I will give you voice confirmation now. Would you please listen to it?

Do you have any other questions about this proposal?

If you have any questions, please call China Telecom's toll-free customer service hotline 10000 or consult the local business office.

Special service taboo: What can I do for you?

D. explore customer needs by asking questions.

Telephone communication skills 1: Asking customers' needs

Understanding of needs

Telephone communication skills. Potential demand and clear demand

Type, potential demand, clear demand

Difficulties, problems and dissatisfaction faced by customers

B comes from a certain desire clearly expressed by work, department, company, industry and customers.

Why is it so important?

If you want, are looking for, need, hope, expectation and interest, you must do it. Our goal is ...

take for example

Our machines often crash.

The service of the supplier is not good now.

My computer is too slow now.

The development speed of company D is too fast, and the existing system can't meet it.

My purpose is to solve one of my problems.

B I need immediate technical support.

C I hope my machine won't be eliminated too early.

Telephone communication skill 3: the skill of asking questions

Query mode

Open-ended question: a topic chosen to guide the other party to speak freely;

What? Where? How? Why?

For example: What do you mainly use the Internet for?

Closed question: In order to guide the topic of conversation, the questioner chooses a specific topic and hopes that the other party's answer will be within a limited range; Isn't it? Will it last?

For example: Can you solve your problem?

Use open-ended questions

1. Collect information about customers and environment.

How do you usually surf the Internet? What do you usually do online? Besides receiving emails, what else do you do online?

Step 2 explore demand

What troubles did you encounter in the process of surfing the Internet? How do you solve these problems?

What do you consider most when choosing broadband? Do you have any other requirements for surfing the Internet?

What else do you need?

3. Encourage the customer to discuss the information he mentioned in detail.

Why? Can you tell me more about … why is this so important?

Use closed-ended questions

1. Get specific information about the customer situation and environment.

Do you play more games online or send and receive more emails?

Make sure you have a correct understanding of what the customer said.

My understanding is that you want to surf the Internet faster …, right? You mean ..., right?

3. Ensure that customers have certain needs.

You just mentioned that the slow internet access affects your work, so you want to speed up the internet, right? Have you considered using faster ADSL broadband to surf the Internet?

4. Get a positive or negative answer from the customer.

You also want this matter to be settled as soon as possible, right?

Type of question (1)

1. Judge customer qualification

How much do you spend on the Internet every month? When do you usually surf the Internet more?

2. Customer's demand for system/service

How do you usually surf the Internet?

Do you think the existing dial-up internet can meet your needs?

What's the main complaint?

What methods are you going to use to improve it?

Can you elaborate on your plan?

What do you hope to achieve?

What is your biggest concern at present?

Of the three points you just mentioned, which one is the most important to you? Why?

Types of Questions (2)

1. Decision

Who do you think is more appropriate to talk to about this matter?

In order to make your home phone enjoy this discount faster, I want to confirm it with your husband, okay?

2. Guide customers to sign voice protocols.

There is no problem now. What do you think we should do next?

If there is no problem, can we handle it by phone?

3. Provide your own information to customers

By the way, did you see that ningbo evening news (TV column) reported yesterday that we got the best cost-effective product?

By the way, have you been to our online business hall, where there are detailed instructions and business introductions?

By the way, have you tried our telecom's automatic voice navigation number 1000 1? There are detailed business instructions there.

Application of questioning skills

1. prologue

There will be certain requirements for the fees for handling this business. I'd like to ask if your usual telephone charges are mainly long-distance calls or local calls.

Ask a rhetorical question

Why do you think so?

What do you think of this problem?

3. Why

Can you elaborate on your thoughts?

Ask in-depth questions

Bad service ... what's wrong? ... what makes you uncomfortable with the service staff?

keep silence

6. Tell the customer that you want to ask questions.

This may take you a few minutes. Can I ask you a few questions?

7. Don't close your open-ended questions.

What is your biggest concern about this industry? It's security, right?

8. Ask a half sentence

Your contact information is …

E, active listening, expressing empathy and confirmation can help us really communicate with customers.

Telephone communication skills 4: active listening skills

Listen not only to what the customer says, but also to what the customer says.

Telephone communication skill 5: Confirm and get feedback.

The role is to correctly understand customers and let them participate in telephone conversations.

Make sure you know your customers; At the same time, make sure customers understand you.

When you answer the customer's question or solve the objection, when will you confirm this?

When the customer is silent.

At the end of product recommendation

Before guidance

After a few minutes on the phone

For example, how do you feel about this?

Did I answer your question?

I don't know if I explained it clearly.

You must have your reasons for saying so. What is the reason?

Telephone communication skill 6: Empathy makes you more understanding.

What is empathy? Think from the customer's standpoint and start from the customer.

How to express agreement with customers' needs is correct.

Statement of needs is as important as anyone else.

Point out the consequences of not meeting this requirement.

Show that you can understand the customer's current feelings.

Note: don't be too eager to express.

Harmony between voice and expression and action.

F. Introduce your services and products according to customers' needs.

Recommend products according to customer needs.

Concepts FAB, USP and UBV

Cross-selling and increasing sales

When to recommend

When customers have clear needs

We and our customers are aware of this demand.

We know that we can solve this demand.

When customers are willing to talk to you.

Recommend trilogy

I know the internet speed is very important to you.

Combine demand with characteristics and benefits: Now we are in the preferential period of 2MADSL broadband Internet access, which can increase your current Internet access speed by nearly 40 times. Files that used to take 40 minutes to download are now done in 1 minute, which really saves you a lot of time.

Confirm whether the customer agrees: Do you think this is ok? Can you solve this problem? Is it in line with your idea?

G, customer objections are always inevitable, the key is how to deal with.

The customer may say:

I don't have time now.

I'm not interested.

Send me a fax.

Your price is higher than that of ABC company.

Your service is terrible.

I know very little about you.

Why do you ask for my personal information? I don't want to give it to you.

Solve problems that customers may care about.

H, reach an agreement with the customer's phone and sign a voice agreement.

Ask for a contract/agreement

Found buying signal.

The customer asked for details very carefully.

When customers always agree with you.

When you solve a customer's problem or objection

When customers show strong interest.

Ask for a contract

Summarize the customer's advantages after processing (optional)

Make final confirmation (optional)

Suggest the next step

Confirm whether to accept or not

common language

In order to let you enjoy this service as soon as possible, I'll help you open it today, okay?

Just call me (on the agreement) and check the relevant information (signature).

Mr. Chen, when do you want our master to help you install it?

If there is no problem, shall I open it for you this month?

Guidance skills (1)

Hypothetical transaction

"Mr. Chen, I have some information to confirm with you. Your ID number is ... "

If something is rare, its price is high-the rarer the better.

"Mr. Chen, this is the last day of our activities this month. After today, this discount will be gone. Let's deal with it now, ok? "

Alternative method

"Mr. Chen, do you pay half a year in advance or 1 year?"

summary procedure

"Mr. Chen, this business is very easy. I just need to confirm some information with you on the phone. You don't have to go to the business hall in person ... "

Beautiful scenery description

"Teacher Chen, do it now, 1 week, you can enjoy the feeling of fast surfing the Internet, and you don't have to worry about downloading files anymore. Your ID number is ... "

The last question

"Mr. Chen, is the price the last question you care about? If we agree on the price, can you let me place an order for you now? Let's see ... "

Promoting skills (2)

Make decisions for customers

"Mr. Chen, according to my understanding of your situation, 2M ADSL broadband is the best for you, don't you think so?"

Instruct customers to sign voice protocols.

"Mr. Chen, as long as you confirm the relevant information with me on the phone, I can help you get it."

Creative promotion

Thank you for your time, Mr. Chen. I hope you are my miracle.

Create a sense of insecurity

"Miss Chen, recently, some boring people always make harassing calls to customers' homes. We have taken corresponding measures ... In order to avoid bringing unnecessary trouble to your life, I suggest you turn on the caller ID ... "

Solve customers' doubts

"Mr. Chen, what do you think is wrong with the terms of the agreement just explained to you? Ok, if there is no problem, please tell me your ID number ... "