Interview telemarketing self-evaluation 1
First, the work completed in the past six months.
In the past six months, we have integrated the telephone sales team, including the existing sales staff of the channel department, the existing sales staff of the website department and the existing sales staff of the customer service department. The call system is completed online, and the incoming and outgoing services are divided in detail. Formulate sales rules, cooperate with the product department to carry out many telephone sales promotion activities such as professional title English, CET-4 and CET-6, and complete the total performance, including telephone sales of key products (product sales data is required here). We have specifically done the following work:
(1) Strengthen training. 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 should have a clear division of labor, and the responsibility should be implemented to 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. For example,1October 27th, 165438, the teacher gave us professional title English training, and achieved good results (I compared the two groups of figures around the 27th).
(2) update the system. Hire professional and technical personnel, update the call system and make progress, and integrate the call consultation telephone based on the new call system. The electricity consumption is obviously higher than before the update.
(3) Refine the division of labor. 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 school and its products and win more customer resources for the school. Strengthened the cooperation between calls and products, carried out many promotional activities and achieved good results; For outgoing calls, follow up unpaid orders, for students, keep abreast of students' progress and follow up in time. Each newly developed student makes a table and statistics to analyze the gains and losses of developing students. Hold a regular meeting once a month, analyze the recent situation of the students, and evaluate the students who have not made a deal, so as to better follow up. For those students who have already made a deal, we will share our experience in time for everyone to learn. At the same time, the second sale of old students with the same education was carried out to communicate with old students in time. When using a new product, first inform the old classmates and get their approval before using it. If they don't understand, we will make corresponding improvements to meet their needs. We visit old students irregularly. Send greetings and blessings on holidays, and send small gifts on important days to enhance feelings. I usually keep in touch with my old classmates, care about their situation and enhance my feelings. If it is convenient, we can visit our old classmates' home to promote our relationship with them. Through our efforts, the number of old students has reached 10 in the past six months.
(4) Improve the system. In order to better promote the work, we have studied, formulated and strictly implemented the Detailed Rules for the Implementation of Telephone Sales, which strictly stipulated the work execution process, performance identification, data security and other aspects, and the situation of illegal operations has obviously decreased.
Dear leading comrades, the above achievements are the result of the care and support of school leaders and the joint efforts of our sales staff. These achievements have laid a solid foundation for further accelerating the development of education in our school and creating a new atmosphere for a new starting point.
Second, the existing problems and deficiencies
Although our work has achieved necessary results in the past six months, there are still many gaps and deficiencies from the requirements of the leaders, mainly in the following aspects:
1. Incoming calls: 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.
Second, go to the electricity: 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.
Third, some only sell by feeling, and there is no statistical analysis of the performance fluctuation and conversion rate of the main products.
Fourth, the team atmosphere was once problematic, and business competition developed in the direction of vicious competition, which directly affected the overall performance.
Third, the next step
New starting point, new expectation. Achievements represent the past, and our work will begin a new starting point. Next, we will strive to do the following work:
First, strengthen cooperation and further strengthen training. In the new year, we look forward to further strengthening cooperation with the product department, providing us with more product training and helping us to move towards the ranks of senior sales consultants. It is necessary for school staff to be familiar with school products. In order to develop, the school may improve products or introduce new products, and often carry out some product training, so that staff can better understand the new products of the school, improve their work skills and let everyone grow faster.
Second, strengthen data statistics and analysis, keep abreast of incoming calls and outgoing calls, strengthen management according to performance fluctuations, and improve product conversion rate.
Third, we should study and explore the law of sales, guide the development of sales, and create more economic benefits for the school.
The fourth is a large-scale outbound call to awaken the sleeping data and promote the repeated sales of old customers. (product-specific)
The above is my work evaluation and plan suggestion for half a year. Please correct me if there is anything wrong. 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 together. 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 more perfect goals, and do our work better! In the near future, I believe the school will develop better and faster!
Interview telemarketing self-assessment II
For more than three months, with the help of my colleagues, I have learned a lot in telemarketing. I will evaluate my previous work as follows:
I still remember that when my colleagues made a lot of phone calls, I dared to make the first phone call. At that time, my hand holding the phone was shaking and I was praying that no one would answer the phone. But this is not what I expected. I picked up the phone over there and didn't understand what I was going to say for a while: everything I started thinking vanished, and then I wrote all the words in my notebook and gradually got used to it. Think about it at the moment, it was really stupid.
Telemarketing may also be the most difficult and challenging of all sales; Rejecting others always hurts my self-esteem. But the ego must cross this threshold. To tell the truth, at that time I regarded myself as a hero who was "forced" to go to Liangshan. I call every day and make a lot of calls to let myself be rejected and learn to bear it. At first, I got used to it with the help and edification of my master, including comrades in the first department. If others can do it, why can't I?
As a salesman, I feel a lot of pressure. When dealing with the loneliness of being alone from home, when dealing with the frustration of not finishing the sales task, and when dealing with some unreasonable customers, once you lose your strong will, you can only escape from the marketing profession or live in a daze. Especially in telemarketing, we make at least 50 calls every day. If there are 16 working days every month, we will make 800 calls every month. It can be seen how many times we have to go through rejection, and the voice we hear the most is "rejection". If we can't motivate ourselves and each other, then we may be shrouded in gloom every day, and we don't want to make a phone call every day, and even it hurts when we see a phone call, because no one likes the feeling of rejection.
In the pursuit of success, you will inevitably encounter all kinds of difficulties, twists and turns, blows and disappointments. Few people in this world may have a smooth life, but most people, including many successful people, have failed or are failing in the past. In addition to having firm confidence in the goals you set at the beginning, you must also go back from time to time to check whether your footprints along the way have deviated from the track or taken more detours. If I have deviated, I will come back soon, correct it quickly, and evaluate and review it from time to time to ensure that the direction is always correct. As the saying goes, "A person stands still and does not seek progress"!
In retrospect, I still have many shortcomings and deficiencies in my work, especially carelessness. I forgot my name several times when I sent a fax, even my shoes when I went to a meeting, and finally I borrowed them all over the place. The details of such problems often occur in my life; I still can't handle the problem on my own when I'm on the phone. When customers encounter problems, they easily panic and can't hold their ground calmly, so they directly plug the phone to the master or other colleagues. In this respect, I am doing badly at present, including paying a return visit to myself. Newcomers who have just arrived for less than a month can cope with these problems by themselves. I haven't succeeded enough at this point. I must try to get rid of this habit in the future, and I can't always rely on others. Another point is that you can't distinguish between work and life at ordinary times. Sometimes troubles at work will be brought to life, and unpleasant feelings in life will sometimes lead to a day's mood. Of course, this is definitely not good, because if you are not in a good mood, it will directly determine whether you can have a receipt to repay your hard work! Therefore, in our daily work and life, we should firmly believe that depressed patients will be more depressed if they find depressed patients. You must find a more successful person than yourself, a happier person than yourself. His happiness is contagious and he will find strength and confidence.
To plan for the future, you can't never make an evaluation or set goals as before. It's like a headless fly muddling along day by day, with no goal and no idea what kind of result he wants one day. It must be clear here: you will insist on two customers at least once, or eight times a month, then you can't guarantee that you are a quality customer if you come to several customers, so the chance of signing the bill is too small. At least in your own efforts, you can enrich yourself, set an example for your classmates, and give your family a confession. I can reassure all those who care about myself and think I am doing well.
One year has passed. Dare to challenge the success of next year, and success will definitely care for those who work hard! Absolutely true!
Interview telemarketing self-assessment 3
I have been in our company for some time. At the end of the 20th year, I will evaluate the experience and shortcomings of this period, so as to make corrections in the 20th year.
First of all, I want to thank Mr. Zhang for giving me a chance to exercise myself. Translation company, an industry I have never been exposed to, is strange and fresh to me, but I still feel sacred while looking forward to it. My understanding of it is: unattainable, out of reach. A place where only knowledgeable and proficient people can stay.
The arrival of the beginning made me feel too sudden and I couldn't understand it at once. With the help of Liu Jie and my colleagues, I gradually got used to it. The company is a newly established company, and clerks can't just do paperwork. This is very challenging for me. I still remember that when my colleagues made a lot of phone calls, I dared to make the first phone call. At that time, my hand holding the phone was shaking and I was praying that no one would answer the phone. But this is not what I want. I answered the phone there and didn't understand what to say for a moment: I went to Wubang when I first thought about it. I don't understand how I ended that phone call. It's really silly to think about it at this time.
Telemarketing may also be the most difficult and challenging of all sales; I am also a proud person, and rejection from others will always hurt my self-esteem. However, if you want to cross this threshold, you must lose face. Although the face is your own, it is given by others. So I try to ask others to give me face and business. To tell the truth, at that time I regarded myself as a hero who was "forced" to go to Liangshan. I call every day and make a lot of calls to let myself be rejected and learn to bear it. Of course, in this process, I did "get to know" a few good interested collaborators (but there was no translation business recently).
After a while, I felt that I made a lot of phone calls, but few people contacted the business, almost none. If you think about it carefully, it seems that you can't say that your mistakes are too big. People are very disgusted with telemarketing, so they hang up as soon as they hear it: or they make a polite phone call (no one can understand whether they remember it or not). Calling means losing face, being rejected and making yourself too miserable. So I am looking for another way of thinking-network. We are often online, why not use the internet to contact people? We can relax in the intense work, talk a few words, and probably talk to some customers. In this way, because I am a netizen and feel very close, I will not refuse you, at least I will study you. Often online, contact is very convenient, do not call, do not bargain in front of so many colleagues, it seems very stingy. Bargaining is an art and patience is indispensable. Nowadays, many people love to bargain, even if the price is reasonable, they will bargain if they are used to it. No matter who says a price, both sides want the other side to understand directly that the phone will make people have no buffer time; On the other hand, the network is different. It has a buffer time and can be spoken in a very simple tone, which is easy for people to understand. Even if I say something wrong to myself, it's easy to explain it on the Internet, so that the other party can understand, but the phone is different. People often like to talk on the phone.
So I changed my strategy and looked for customers online. You really don't say that people can understand it not only online; And even if you don't need a foreign language, I will introduce some customers to you. It's much easier to communicate, and it's convenient to talk, just like talking to a very familiar netizen, and people don't mind. I really like this way of communication. It has proved to be very effective, at least compared with telemarketing.
As a salesperson, you must first do urgent and important things and focus on them. Things that are not too important or urgent can not be done. The simplest one can be explained by law 8020. Generally, 80% of sales performance is due to 20% of sales. Therefore, by grasping the key points and the big head, the chances of achieving the goal are great. We can also use Yu Shiwei's "important and urgent" list to remind ourselves every day. In this way, we can not only make things orderly, but also make our work simpler and more efficient. However, I feel that what we have done is not good and it is not so easy to do.
1. In addition to diligence, sales should be patient and persistent, not only for agents or customers, but even for ourselves. We believe that persistent efforts will pay off, which is only a matter of time. I always feel depressed because of my lack of performance, but when the supervisor told me that he didn't make the first order until nine months after he joined the company, I was full of confidence in myself. He still had two years of professional skills and three years of work experience as the foundation! Of course, patience and perseverance are not the same as muddling along and waiting for orders. They want us to persist in our efforts to achieve or even surpass ourselves. Even if you are a poor salesman, as long as you are a diligent person, you will succeed one day, because you already have the basic qualities of sales.
Second, if you do a project, you will meet many customers, but all the solutions are the same: technical public relations first, then business public relations, and business public relations is also a rebate, so don't quote casually when quoting, because price is a very important thing, so you must know how to fool or change the subject when users or agents ask about the price. Generally, you should tell customers that the price is definitely not a problem in the end, as long as you sincerely cooperate! This is the same as asking the user directly, that is, if you say the price, you will become very passive in the future. The exception is that when you don't know the situation, often even though we think we know the situation well, in fact we still don't know the real situation of the project. If we don't talk about the price, we will be kicked out by our customers, but we rarely meet such customers. However, if we don't talk nonsense about the price, we will be much more flexible in our future work. Therefore, it is very important to set the project price, so don't misplace it. If you don't understand the project, it's nonsense to put a price, which may not only rob other people's orders, but also make a profit and be despised.
Third, when doing a project, we must insist that the agent and the user walk on two legs. Relying solely on agents is too passive and users in the industry are too narrow. When you rely on an agent, you are often kicked out by the agent, so in general, you must go to see the user in person and try to get the user through yourself. In this case, your initiative will be great, the success rate of grasping the project will be high, and the opportunity for agents to change brands will be small. If the company has the conditions and know the technology, it will insist on product training and sales guidance for agents. Only if they are brainwashed by you, the general thinking mode of the products they push will follow you, so the chances of making wedding clothes for others will not be so great;
If you want to be a sales expert, please get to the point when you speak in the future. After communicating with the customer for five sentences, you should understand what kind of person the customer is, what way you need to deal with it, what you should say in this communication today, even what he cares about, what he wants, and what his background and personal situation are. As the saying goes, you can't eat indiscriminately, but that's the truth. When you go to a customer, we are generally a listener. And be a listener that customers like, because we can understand the real situation of users by listening, and then we can analyze more real needs. If we can let customers express their feelings and reveal the information they need, it will be more successful.
5. If you are working on a project, you must remember several most important and basic questions when communicating with users, that is, whether the project has a budget, when to do it, users, decision makers, what is the internal relationship and who are the competitors? What is the implementation process of the project? What is a good agency relationship for customers? Who is the customer's personal situation and background? But these materials may not be understood clearly once or twice, and sometimes you need to keep communicating. Don't be timid, don't be afraid of rejection. Some things still can't be said in the customer's office. We must try our best to impress our customers or invite them out to talk. As long as the customer doesn't kick you out directly, there must be a chance. Exceptionally, sometimes customers have to ask him first whether it is convenient to talk or not, and if possible, try to call him during his normal break to withdraw eggs. At this time, customers are in a better mood and less vigilant, and the chances of making an appointment are greater, and at that time. It doesn't matter if the customer refuses you, but you must stick to the appointment. Some customers can bow their heads with bullies, such as directly calling downstairs to say that they want to come up or rushing to his leader to show him, even saying that they don't have time, and they will wait for him at the door of his unit in various ways. Seventeen, be sure to say what you should say in front of customers, and put an end to what you shouldn't say. The exception is that when a customer asks you some technical questions, you must answer in a firm tone, but you don't understand.
You can fool around or tell the customer this question directly, but you don't understand. You can answer after consulting (in this case, it actually creates a new communication opportunity), but once you say it, you must honor it. Customers always remember your bad points and have no luck. When you talk at the dinner table, try to wait for the other person to drink more wine and become brothers before you have to get down to business. Otherwise, you won't get much or the information you get is inaccurate. My brothers, including me, who don't pay attention to their words, advise themselves like this.
Growth begins with my sales road.
I came to Guangzhou from Nanchang, went to work at school, and grew up in a sales company in Guangzhou. Because of sales, I understand that no matter what one does, it is impossible to succeed without hard work and effort. If you do anything, you will never do it better without your heart.
Since I set foot on the road of sales, although I don't feel much about my changes, my colleagues and classmates have found something from me. Because self-growth has improved. ...
First of all: my self-confidence is stronger than before. An excellent person often gives you the impression that he is very confident. Self-confidence is the first step to your success. Paradoxically, for a salesperson, you must believe in your potential. It's not that everyone will do well at first, but everyone should believe in their own potential, because most people only play their own 10% potential. In other words, there is still great potential in us that has not been brought into play. "The so-called ability, in a sense, is just a state of mind. How much you can do depends on how much you want to do. You are the kind of person you think. "
Second: the goal is clear. I can have a good standard to do everything I do. This is a feeling I've never felt before. Because you have a very firm goal, you will not give up your faith and your efforts. On the road to success, there are ups and downs and twists and turns, and many people will give up halfway. Only those who persist and have clear goals will see the beauty of the finish line.
Third: I am proactive. In the market, salespeople have to do something meaningful every day, such as visiting customers one more time, making one more phone call, evaluating the day's work and so on. And the increase in sales is a natural thing.
Finally, I actually think of myself; Success is just doing one thing right, and growth is the improvement of skills. Success doesn't have to make you grow, but salespeople must keep growing if they want to succeed.
Interview telemarketing self-assessment 4
How time flies! I stayed in _ _ _ _ for half a year before I realized it. I have been engaged in telemarketing in customer service department. Looking back at the customer service department of our company at the moment, it happened yesterday, but during this time, I have learned a lot and matured a lot.
Many people may think that the work of customer service department is simple and boring, and it is defined as after-sales service. Actually, it is not. The customer service staff of _ _ _ also need to know a lot of knowledge, such as nutrition, _ _ and communication skills. The process of doing this job will also affect personal character and improve psychological quality. No matter what major you have studied and what job you have done before, you must learn from scratch when you come to our group. Standing on the same starting line, we can truly understand the endless truth of learning.
Every customer service telemarketer must pay regular health visits to new and old customers in Yi Ming. In view of the repetitive work every day, our telemarketers should do their own work well. First of all, we should have patience and sincere working attitude. In this information age, the market competition is very fierce, and it is not surprising that competing companies will call their customers back. Many customers may receive a return visit from one or several companies every day. How can we make them interested in our service?
First of all, we must understand that in the process of communicating with customers, although they are not antagonistic, our tone and expression can be felt by each other. A weak or expressionless conversation may lead to ignoring you or even refusing to listen. On the contrary, your smiling service makes the other party feel kind and brings us closer to our customers. Also, in the process of communication, we should grasp the topics that customers are more concerned about.
Compared with telephone call back, answering the 400 hotline made me more patient, and in character, it also made me throw away my previous anxiety and immaturity. Many times, I can't bear to vent my customers' emotions at first. Self-emotion will also be excited with the scolding or even swearing of customers, and sometimes it will raise your voice.
Gradually, I learned to think from the customer's point of view and from the other's point of view, putting myself in the other's shoes and not intensifying contradictions. Many times, customers just want to vent, and the more they talk, the more angry they get. In fact, it is not as serious as the customer expressed. To keep a calm mind, first learn to listen patiently and appease customers, understand the ins and outs of the incident, analyze it with customers, and solve the problems reflected by customers as soon as possible.
When you meet unreasonable customers, you should also learn to analyze and evaluate your experiences with your colleagues and encourage each other. On the one hand, you can relax yourself, on the other hand, you can prepare your colleagues, solve problems for customers as soon as possible, and prevent entanglement. In many times of tempering, we are slowly growing and maturing, learning to adjust our emotions and treat our work and life with an enterprising and optimistic attitude. We have been wronged and want to cry, and we have been angry and want to vent. However, we didn't give up in the end, and tempering is the most important driving force for success.
The _ _ _ _ market is getting bigger and bigger, more and more customers choose _ _ _ _ _, and the questions of customer consultation are becoming more and more professional and profound. At this moment, we urgently need to learn more and more professional things from ourselves. Therefore, we use our spare time to study related books and consult related maternal and child websites to enrich ourselves. Then, customers call the hotline to seek not only guidance, but also complaints and suggestions caused by future market information, products, activities and service attitudes. We will do better after continuous charging.
Our customer service department has the largest number of people in the logistics department. In this big family, we feel the care of leaders and the unity of colleagues. In this big school, we exercise ourselves, improve ourselves, learn from each other and learn from each other. More importantly, we are also the window of the company. We must constantly improve and keep up with the development of the company. I believe our customer service department will be more and more excellent.
Interview telemarketing self-assessment 5
It has been nearly half a year since I joined the company at this moment. This half-year study process is very important to me. During this time, I learned a lot of new things, such as business negotiation, practical application of product knowledge, and harmonious coexistence among colleagues in the new environment. Now let me write some thoughts and experiences of this week.
Evaluation:
So far, I have done six orders in _ months, and completed my initial task goal. I would like to thank _ _ _ for their help. Without their help, the list would not have been won so smoothly.
After doing telemarketing for half a year, I also evaluated my own experience:
1. First, determine the use target of the product. Before communicating with customers, we should fully understand customers, because I don't think I can make a phone call just to make a phone call, but to make a phone call. Focus on different information for different customers, just like everyone's mentality is different. Most of my generation are proud. Their vanity doesn't allow them to admit their defects in some aspects in front of others, so they are very exclusive to health care products, or they are very healthy and don't need them at all. At this moment, as the largest consumer group, we should start from another angle, starting from our parents. Virtues put filial piety first and can move people with emotion.
2. Secondly, there must be correct decision makers. It takes a lot of effort to find a real decision-maker at work. Don't reveal your identity easily when you are not sure whether the person answering the phone is the decision maker. You can ask who has the right to decide and give you the phone number and name. At this time, you need my art of speaking. For a lot of people, they will tell you something enthusiastically when they are not very busy. If they are busy with their work, they will be violent, so it is not easy to go too far.
Thirdly, we should have an enterprising attitude and correct words. Although I will be questioned or even insulted at ordinary times, I understand that I must bear the pressure and adjust my personal emotional changes. Every day at work, I must adhere to a very enthusiastic and enterprising attitude and impress each other with your enthusiasm.
4. Facing the target customers. For the intended customers, it is necessary to track them in a timely and lasting manner. At present, 30% of my clients are interested in themselves. I think what I'm doing now is to get to know these people, know the reasons why they wander, and take them down from the root cause.
But after long-term training, I think we should make a choice. For the nail house, if you dare to give up, maybe one person's time can be exchanged for two customers. At the same time, don't be discouraged, have the right attitude and don't sell. We don't have to sell it forever.
plan
In the next time, we will continue to insist on the number of calls every day. In the coming last week, my plan is to look forward to a new breakthrough, exercise my eloquence and learn from others. Strive to fully achieve the goal.
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