Telemarketing communication skills
Telemarketing is not simply a phone call. The purpose of our call is to let customers buy our products themselves or to let customers introduce our products. So what are the skills of telemarketing? What I bring to you below is the sharing of telemarketing communication skills. Welcome to read the reference!
① Some preparatory work before telemarketing.
Telemarketing is not simply a phone call. The purpose of our call is to let customers buy our products themselves or to let customers introduce our products. Telephone is for sales service, so you must be prepared before calling, otherwise it will not only waste the telephone bill, but also reduce the effect of telephone sales.
First of all, we need to sort out the telephone database. Companies specializing in telemarketing generally have a huge database list, ranging from hundreds of thousands to millions. Most of these lists are useless and can be filtered by Excel.
Routine training is required before telemarketing. Mainly to explain some precautions and basic etiquette of telemarketing. The rejection rate of telemarketing is extremely high. Let the staff cheer up and tell them that these are normal phenomena. Because the telemarketer and the customer have never met, for the customer, he is just rejecting a stranger, which has nothing to do with the telemarketer. So, don't be sad because of being rejected by customers, but stick to it.
There is a chance of success in telemarketing. On the basis of high-quality database, every 100 customer list can generate 5-6 intended customers, and every 10 intended customers can generate 1 purchased customers. So if you want two customers to buy your goods every day, you should make at least 200 phone calls every day. If you make 200 calls every day, the number of intended customers is less than 10, and the number of customers purchased is less than 1, then your telemarketing skills need to be improved.
Make a scientific telemarketing time. The telephone targets of health care products conference marketing are all middle-aged and elderly people over 50 years old. It's best to choose strange calls from 8: 30 am to 1 1: 30 am and from 3: 30 pm to 5: 00 pm. During these two periods, elderly friends are usually at home at least once, and the telephone answering rate is high. If the elderly are not at home during these two periods, they can call again around 7: 00 pm. At 7: 00 pm, 80% or 90% of the elderly are at home, but their children may be around, and they will raise objections and prevent the elderly from attending the meeting. Therefore, the phone call at night should be as short as possible.
The final preparation before formal telemarketing is to design a telephone script. The reason why the product can't be sold is that the telemarketers don't have a good explanation method for the product, and there are problems in the explanation of the product and the method of shaping the product value. So it is very important for telemarketers to use a set of words to shape the value of products. With extraordinary language, the value of the product has been shaped, and its sales results far exceed the value of the product itself. Telemarketing scripts should quickly arouse customers' interest, even if customers don't plan to buy products for the time being, they can leave a good impression on each other and leave room for the next call.
② Several problems that should be paid attention to in telemarketing.
Enthusiastic and strange customers are like old friends. After dialing the phone, communicate with strange customers like old friends and treat them as if they are in front of you. Keep a warm tone throughout the call and keep a smile on your face throughout the call. Although customers can't see you, they can perceive your image through the spread of sound waves.
Simply express the purpose of the first call and don't pester the customer too much. The actual sales of conference marketing are completed at the venue. The purpose of strange phone calls is to invite customers to attend the meeting. If the customer has the intention to attend the meeting, the purpose of telephone call is achieved. Therefore, telemarketers should be able to quickly analyze customers' language and accurately classify customers. We can divide customers into three categories: A customers are willing to attend the meeting, B customers are hesitant, and C customers flatly refuse. Telesalesmen should get into the habit of recording the content of the call correctly and file the customers according to ABC classification. You can directly invite Class A customers to attend the meeting, and Class B customers and Class C customers will follow up by phone. Generally, Class B customers need to follow up by phone 5-7 times, and Class C customers need to follow up by phone 3-4 times.
In telemarketing, customers will inevitably have objections to the contents of the phone. This is completely normal. No one will believe a stranger's sales promotion for no reason. No matter what form the other party opposes, telemarketers should firmly affirm the product function and company image.
Pay attention to the etiquette of hanging up when the phone is over. In the telephone communication with the customer, no matter what happens, let the customer hang up first, and you should put it down gently. After being rejected by customers, some telemarketers hang up angrily and forcefully, which will not only give customers a very bad impression, but also affect their own mood, thus leading to the failure of the next telemarketing.
This information is probably the most interesting part of telemarketing. Here, I will summarize some experiences as follows.
1. Listen to and feel the customer's emotions with a sensitive heart, interact with him, and learn to feel the same.
2. According to statistics, 80% of the sales were completed after the fourth visit to 1 1! So learn to follow up skillfully.
Whether you call or answer the phone, you should be polite, such as asking if the time is convenient. , and pay full attention to and listen to every word of the customer.
4. Once the customer takes the initiative to consult you, or has questions, ask you. Whatever the form, it should be dealt with as soon as possible. Try to help the customer get his needs.
5. Treat the customer as your friend, care about him and give him advice as a friend or consultant. Be concise when introducing products or services, and don't procrastinate.
Before you start calling, you should think about the purpose of your call. And prepare questions and notebooks in advance, and record the information you get in communication at any time to judge the quality of your every call.
7. To design some stress-free information to communicate with him constantly and let him gradually reduce his resistance to you, all you have to do is give him a chance to choose. At the same time, we should use strategies to make customers stop procrastinating and achieve their own goals.
8. Asking questions is the key to the success of telemarketing. You'd better design some questions in advance, work out the correlation diagram of one question, understand the relationship between each question and the next one, and expand into new fields. However, it should be noted that there must be no gap between problems, and there must be a natural transition. This can easily become asking customers. Also, the number and types of questions should be prepared in advance. Not too much, not too little, otherwise it will easily make customers lose trust in you.
9. In telemarketing, not only the telephone, but also this weapon is fighting. You should learn to make full use of all kinds of sales media to interact with customers by telephone, such as advertising letters, mails, catalogues, emails, etc. As for how to use and combine these media, there is a detailed introduction later. Most importantly, you should learn to change different forms, convey uninterrupted information and keep in touch with customers. In doing business, the most basic thing is not to let customers cut off contact with you, and leave room for every communication.
10 Last but not least, no matter what kind of professional telemarketing training you have received, you have learned hundreds of skills such as opening remarks, tapping demand, handling objections, closing a deal, etc. These can be used for reference, but they must not be copied. In fact, when you really work wholeheartedly, you really think about your customers. Even if you have a strong personality, your customers can feel your consideration for him. As long as you persist and have the courage to pay, you will be able to overcome all obstacles and achieve the success you want. When you accumulate to a certain extent, you will find that skills are really not that important.
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What are the training skills of telemarketing?
1. First of all, we should overcome our fear or psychological barriers of rejecting telephone development, and take the first step bravely, and everything will be fine. Not everyone can do psychological construction. In addition to professional knowledge and accomplishment, we also need superhuman endurance and keen observation-all by human efforts.
Remember, when developing a telephone, the other party can't see your expression and attitude, but can judge your first impression from your voice. Therefore, only by maintaining a happy mood can we have a happy tone and reduce the rejection of the other party, so as to achieve the first step of affinity-caring for each other.
3. Proper greetings can bring us closer and make them treat me as a friend, not just a telephone developer. Usually in the telephone development should pay attention to the following points:
A. At the beginning of the week, every company is usually busy, and this is the day that office workers hate the most, so don't do telephone development too early, so you won't spend a lot of time without getting the ideal result.
B. Adjust the telephone development time according to different industries.
C. You should have a preliminary understanding of this industry when developing telephones; When you are busy, when you can develop your phone.
D. If you know each other's titles, you should address them directly, which will make them feel valued.
E. At the end of the visit, you should express your gratitude and say "Sorry for taking up so much of your time".
4. How to say the first sentence. Frequently encountered situations are as follows:
A. The switchboard won't transfer: say thank you first and hang up, and then call after the whole development plan is passed. Maybe the switchboard is busy or in a bad mood.
B. The other party indicated that there is a special person in charge, so it is unwilling to transfer: ask the other party diplomatically and judge whether to conduct telephone development again at another time.
C. The other party said that there is no special person in charge: ask the other party's basic information completely, so as to facilitate telephone development again in the future.
D. When the person in charge is absent, please tell the other party the full name and position of the person in charge, and when he will usually be.
E. Unable to connect or no answer: You should check whether the other party's phone is wrong or faulty through the information desk such as 1 14.
F. I don't want to say more, that is, I hung up the phone: I will find another time to develop my mobile phone and review my expression or the wrong time.
5. If you pass the first level successfully, you should be able to successfully complete the interview, because the first step of success has been taken, and the next step is how to complete a complete customer information card.
A. Keep the handwriting of the customer information card neat, so as not to increase your unnecessary troubles.
B. extract the highlights of the interview.
6. After filling in the customer information card, add the date of telephone development and the name of the telephone developer.
Lin, a practical lecturer in telemarketing of 58 Training Network.
"Telemarketing Elite Practical Training Camp" and "Telemarketing Supervisor Peak Training Camp" are held in Guangzhou and Shenzhen.
How to do telemarketing training?
1. sell yourself: that is, sell yourself. First of all, your behavior must make customers remember you and trust you.
Identify with you. This is the first thing to do, otherwise you won't have a chance to sell your products. You can do it in many ways: behavior,
Tone, smile, manners, etc.
For example, I once took a photo with my client at the Canton Fair, marked my name on the photo and sent it to him by email, which left a deep impression on him.
Very deep
When there is silence in the conversation: when we don't know what to talk to the customer, we have to talk about the letter we want to know.
Information, such as: whether customers are engaged in trade or wholesale and retail, company name, price and quantity of products, and how many are there in China.
Suppliers, etc. However, it should be noted that the language should not be too rigid, and it should be introduced through some topics and communicated naturally.
3. Have your own style: As a salesperson, you must be warm and generous, and try to get closer to your customers. Everyone has his own personality characteristics, so you can't make up for it if you make full use of your strengths and try to give full play to your own advantages.
4. When the customer has an interpreter: Try not to communicate with the customer through an interpreter, so that the customer can know that we can serve him independently, without an interpreter or a documentary.
5. Pay attention to the details: start with small things, and don't give customers wrong information, so as not to bring unnecessary trouble to the company.
6. Respect customers' choices: We don't say what customers like, even if we feel it is not easy to sell or sell.
No, customers always choose the best, because they have their own market and marketable customer base. place
Therefore, as a salesperson, we should support customers, give them confidence, and praise their good vision and ability to grasp time when appropriate.
If it is still good, customers will be happier and more and more. Time here will also make him feel very happy,
Very comfortable, because everyone likes praise.
7. Know the customer: After the customer comes to the company, don't rush to introduce our new model, let the customer choose slowly and choose from the customers.
You can see the customer's style on the packaging, and then introduce it to the customer, so the effect will be better. If we start
If you introduce blindly, it may not be what customers like. If you introduce too much, it will only disgust customers.
8. Determine your tone: When talking to customers, be confident and firm if it is impossible. If there's anything
If it is not clear, please wait a moment, and then reply to the customer after confirmation.
9. Problems needing attention when confirming: When confirming, be sure to express clearly. Stop playing games and be serious. Talk to customers
You can't keep your voice down, and you can't hear it at last. Especially in foreign trade, oral expression must be clear, right?
Then customers will feel very annoyed, don't want to talk to you again, and find it difficult to communicate with you!
10. Don't look at customers with colored eyes: when customers come to the company, we will be more or less happy.
We should show 100% enthusiasm. When a guest comes to the company to look at his bag, it shows that he is in this industry. He didn't place an order today, but there will always be one.
It will rain, or if your enthusiasm makes him feel unable to refuse, he may also introduce it to his friends.
1 1. Problems needing attention in quotation: quotation should start from high quotation, even if PU is ordered, it should start from genuine leather. Ask the price after comparison.
The problem is not big. Between different styles, we should also quote high prices first.
12. When the customer asks for a price reduction: When the customer asks for a price reduction, we don't agree immediately, but let it go down bit by bit.
Our customers think our price is firm and there is not much room for manoeuvre. We've done enough for him. It's hard enough. You can't refuse what you can't do right away, making customers feel that although you
I can't help him, but you are willing to help him solve the problem together and help him negotiate.
13. Speak with emotion: smile when you speak. This is a sign of self-confidence and respect for customers. Smile.
It's not fake, it's from the heart.
What is the pre-job training process for telemarketers?
58 training, telemarketing elite practical training camp
Day 1: Harvest:
1, proficient in basic telemarketing skills.
2. Familiar with telemarketing process and basic principles of telemarketing.
3. Learn communication skills during telemarketing.
4. Master the strategy of effectively persuading customers and approaching customers quickly.
5. Master the golden mentality online.
Process:
First, the basic skills of telemarketing
1, call every day, what are you selling on the phone?
2. Being rejected every day, have you ever thought about what customers buy?
What customers want is not cheap, but feel cheap.
4. Learn to make a successful call
Second, the self-cultivation of telemarketers.
1, telemarketing thinking promotion training
2. Telemarketing mentality training.
3, telemarketing habit promotion training
4, telemarketing voice enhancement training
Third, the preparation of telemarketing.
1, attitude, emotion, confidence
2. The goal of telemarketing and the purpose before calling.
3, customer data collection method training
4. Fill in the telephone record form and improve your skills.
Fourth, thirteen thoughts on successful telemarketing.
1. What are you selling?
2. What's your relationship with the product?
3. What's your relationship with customers?
4. What is the product?
5. Is it a product or a waste product?
6. Does the product need customers or customers need products?
7. What did the customer buy?
8. Which customers need your products most?
9. Why do your customers buy from you?
10. When will your customers buy?
1 1. Why don't your customers buy it?
12. Who is not your client?
13. What types of customers are there?
Fifth, the five standard processes and system terms of making a phone call.
Process 1: A perfect prologue is half the battle-miniskirt theory.
Process 2: the product should be introduced to the heart, not the ear.
Process 3: Clever use of questioning marketing method in communication to grasp or stimulate customer demand.
Process 4: How to turn the problem into a selling point and become a perfect objection handling model.
Process 5: Guidance, customer maintenance, late order addition and recommendation.
Sixth, the auxiliary skill of telemarketing-praise marketing
Communication begins with praise and encouragement.
Step 2 Seek resonance through praise
3. Convey happiness and feelings that the other person wants.
The next day:
Harvest:
1, telemarketing pre-sales analysis
2. Grasp the key to building customer trust.
3. Learn unique and novel telemarketing skills.
4. Master the skills of listening and asking questions effectively.
5, accurately find the needs of customers.
6. Learn to skillfully use FAB for product packaging.
Process:
First, two preparations for successful telemarketing.
First, the data analysis before telemarketing
1. Personal advantages and disadvantages analysis
2. Analysis of product strengths and weaknesses
3. Analysis of competitors
4. Customer pattern analysis
Second, the salesman's self-positioning.
1. You are a friend of the customer.
2. You are the client's consultant.
3. You are the customer's partner.
4. You are the customer's listener
Second, the establishment of affinity and trust between telemarketers and customers.
First, create a good communication and sales atmosphere.
1. A relaxed and pleasant communication atmosphere is the beginning of the transaction.
2. Only by gaining trust can we really influence others.
Design a relaxed and pleasant opening remarks.
Second, how to build trust?
1. What is the source of customers' trust in salespeople?
2. What is the source of customers' trust in the company?
Three or six steps to build a customer relationship
Third, the key to the success of telemarketing.
Design attractive opening remarks.
2. Trust building
3. Ask questions to stimulate customers' "four hearts"
4. ultimate interests's Law
5. Ten-minute principle
6. Control of pronunciation and intonation
Fourth, how to judge the real thoughts of customers-listen effectively.
First, stop acting and stop seven kinds of bad mentality and behavior.
Second, listen carefully and find out what customers want to express themselves in four ways.
Three ways to fully encourage customers to express themselves
5. Get the answer you want-how to design the problems at different stages of sales?
First, why do you want to "ask"? Why should we learn to ask questions?
1. Ask if you are dead, ask if you are dead, not hold your breath!
These questions must be designed in advance.
3. The customer's answer must be self-controllable.
4. Four purposes and eight ways of asking questions
Second, how to "ask" the seven main points of questioning
1. Key points to stimulate participation
2. The main points of arousing desire
3. Key points to convince customers
4. The main points of the guiding ideology
5. Find the main points of empathy
Key points that prevent customers from making decisions.
6. Guide the main points of the conversation topic
Sixth lecture, Apple theory-creating customers' purchase demand.
First, why do you need to understand the demand first?
Second, what are the needs of customers?
Third, explore the skills of customer needs.
Fourth, asking questions triggers demand.
Five, four strategies to stimulate demand
Summary:
First, the marketing wisdom of telemarketers.
1、
2、
3、
4、
5、
6、
Second, the basic principles of communication with customers
1. Customer-centric
2. Customers are not necessarily the attitude you think.
3. The problems you encounter may not be encountered by others.
4. Will customers buy if they are interested?
5. Customers like the knowledge of experts, but they don't like the attitude of experts.
6. Consider the external factors of customers.
Third, the skills to eliminate any resistance and objection from customers.
One, five kinds of resistance and treatment methods
Second, the skills to deal with resistance
Three, seven ways to deal with price resistance
Fourth, effective words to eliminate customer resistance.
Telemarketing elite training camp helps enterprises solve these problems:
Improve the skills of telemarketers and enhance their confidence in telemarketing.
Reduce the turnover rate of telemarketers in the company
Keep telemarketers in the best condition at work.
Let the telemarketers still have confidence after being rejected.
Enable telemarketers to quickly establish intimate relationships and trust with customers.
Accurately grasp the demand and close the interested customers quickly.
Promote the company's products and services on a large scale quickly.
Effectively use the reasons of customers' resistance and close customers directly and effectively.
So as to continuously improve the turnover rate of telemarketers.
Create a sales atmosphere that can create sales profits.
Do a good job in customer maintenance and cultivate loyal customers for the company.
Speaker: Teacher Lin.
Mr. Lin has rich practical experience and has always advocated innovative marketing models and broken conventional thinking.
Originated "questioning" marketing skills, moved the essence of foreign training into the classroom, and was the developer and promoter of the mode of combining internal and external training;
Be praised as sales team management consultant and sales training lecturer by the industry; Excellent workplace coach and trainer in telemarketing;
Rich training experience, involving financial insurance, Unicom 400, network promotion, international trade, global fund, network B2B,
More than 500 training hours in computer sales, beauty and other industries;