Telephone sales skills and telephone sales communication skills of loan officers

First, the telemarketing skills and telemarketing communication skills of loan officers

Telemarketing is a popular way in our daily exhibition industry. Compared with the traditional exhibition industry, few people go out to bask in the sun every day. Telemarketing is very easy, calling more than 200 customers in the office every day, and it is based on telemarketing, so telemarketing is also a skill that a loan officer must master. The following are the telemarketing skills and telemarketing communication skills I collected for loan officers. Welcome to learn from them.

In the opening remarks, tell customers what you do as directly as possible and quickly screen out interested customers. Don't hang up and tell the customer, then contact the customer and leave your number to let them know that there is a need or someone around you will contact you. The following is the opening remarks:

Hello, borrower, you have

Of course, most of them are needed, so at this time, you can tell your customers like this:

When there is no demand, it doesn't matter. I will send you my contact information by SMS later. Please check it. You can contact me at any time in the future if you need anything. I will try my best to help you solve your financial problems. See.

If the customer is interested, please see the next judgment and guidance.

Second, judgment and guidance.

Here, we must first understand what the company has done to judge whether it meets the company's application conditions. Arrange the words as follows:

"I want to know about your personal situation first, you

If there are both cases, it is a legal person, and then judge the customer before further communication.

Next, ask the customer how long it takes to use the money, the purpose of borrowing, or how long it will take. To judge the time of subsequent tracking.

Sorry, your loan.

Judge whether the use of funds is true.

When do you need this money?

After the convenience

What are your capital requirements?

According to the customer's needs, and then according to their own experience to give the appropriate program.

Next, define the product and learn more about the customer, such as:

office worker

Private enterprise? How long have you been working in your current unit?

Is your salary paid by discovery money or by bank card?

Are you an ordinary employee of the unit or

Do you have a house and a car? What's the credit record of the past year? What is the credit card limit? How much did it cost (know the customer's debt situation, if the debt is too high, it will affect the loan amount)

Have you ever applied for loans from other institutions or banks?

company

Are you a company legal person?

How long has the company been registered? (Most companies are.

How much water does your company have every month? How many in the past six months? Is there a monthly statement for public water use? Some companies must have running water. )

Do you have a house and a car? Have you ever used a credit card? What's the credit record of the past year? What is the credit card limit? How much did it cost (know the customer's debt situation, if the debt is too high, it will affect the loan amount)

Are there any other institutions?

These questions are all about the company's products, which can most accurately judge whether customers meet the product requirements, car loans or mortgages. If they don't meet the requirements, then try to ask the customer to ask friends or family to help him apply.

Third, answer the question.

There is not much description here about answering questions. Most questions are about interest, quota, application time, whether the company is formal, etc. The official account of WeChat has a special article entitled "Frequently Asked Questions about Communication between Loan Officers and Customers", March 10. You can read the historical articles of the official WeChat account to check the frequently asked questions, or you can reply directly to 123 on the official WeChat account.

Fourth, invite follow-up

First of all, judge whether the customer's capital demand is urgent. If it is urgent, please refer to the following words:

I will send you the application materials by SMS. Please prepare the materials as soon as possible, and feel free to contact me if you have any questions during the preparation. If the materials are complete, we can lend money on the same day at the earliest. Do you think you are ready to come today or tomorrow?

The last question asked here is best to let the customer choose an alternative answer to limit the time, and it is also convenient to follow up on his answer later.

If the customer is not in a hurry

It doesn't matter, then I'll send you the information that our company needs to prepare by SMS. You can write down my phone number. If you have needs or friends around you have needs, you can contact me at any time. It's best to inform the customer's website or introduction, so that customers can trust me more.

Subsequent maintenance

There are many ways of follow-up maintenance, such as sending text messages, or adding customers' WeChat group messages. After communicating with customers for the first time, we must record the situation of customers and classify them. For customers with strong intentions, it is best to pay a return visit every other day, and for those with unclear intentions, they should also pay a return visit for 2 or 3 days.

When selling electricity, always remember that you would rather die with your customers than lose them! ! At present, there are so many loan companies and so many people engaged in this business. Everyone is selling by telephone. It's not because you stimulated the customer's demand, but because you made the customer prepare the materials. As a result, you neglected to follow the customer for a while, and finally the customer applied to others with the prepared materials.

Other sales techniques

The most important thing in telemarketing is the quality of numbers, so where do these numbers need to be obtained? Here, A Xin collected some for your reference:

Real estate agents, banks, credit cards, insurance institutions, enterprise employees' address books, websites, high-end clubs, express delivery companies, communication industries and so on.

The above places are for reference. If you have friends working in these places, you can ask them to help you. Sometimes spending a little money can solve a big problem.

Communication time of telemarketing

Take the week as the standard

On Monday, the first day after the weekend, customers will definitely have a lot of things to deal with. Generally, companies hold business meetings on Monday or arrange work this week, so most of them will be very busy. So if you want to contact business, try to avoid this day. If you are really in a hurry to find customers, you should avoid the morning time and choose the afternoon.

From Tuesday to Thursday, these three days are the most normal working hours and the most suitable time for telephone business. Telephone operators should make full use of these three days. This is also the key to good performance.

On Friday, the week's work is over. If you call at this time, you are likely to get the answer "Let's contact you next week!" "Some surveys or appointments can be made on this day.

Take the sky as the standard.

From 8: 30 a.m. to 10: 00 a.m., most customers will be busy at work during this time, so the telephone salesman may wish to make some preparations for himself at this time. Of course, this time period is my time in Shanghai, and you can adjust it according to your situation in Shandong.

10: 00 ~11:00. At this time, most customers are not very busy and will handle some things. This time should be the best time for telemarketing.

165438+ 0: 30 ~ 2:00 pm, lunch break, don't call easily unless there is something urgent.

There is a situation where you can make a phone call, that is, you were blocked by the front desk and unrelated people before, and you want to find someone else to try, so my experience is that 12:30 is the best.

From two to three o'clock in the afternoon, people will feel irritable, especially in summer, so it is not appropriate to talk about business with customers now, but it is feasible to talk about things that have nothing to do with work.

Try to call from 3 pm to 6 pm, which is the best time for us to create good results. At this time, I suggest you do 20% more work than usual.

According to professional standards

1. Accounting: Never contact at the beginning and end of the month, preferably in the middle of the month.

2. Doctor: 165438+ After 0 am and before 2 pm, the best day is rainy.

3. Salesperson: Before 10: 00 in the morning or after 4: 00 in the afternoon, it will be better in the hottest, coldest or rainy days.

4. Pastor: Avoid weekends.

5. Administrative staff: 10: 30 to 3: 00 pm.

6. Stock industry: Avoid after opening, preferably after closing.

7. Banker: Before 10: 00 in the morning or after 4: 00 in the afternoon.

8. Civil servants: Never work before lunch or after work.

9. Artist: In the morning or before noon.

10. Pharmacy staff: 65438+ 0: 00 to 3: 00 pm.

1 1. Catering industry: avoid eating from 3 pm to 4 pm.

12. Employees in the construction industry: early in the morning or the end of the day.

13. Lawyer: Before 10: 00 am or after 4: 00 pm.

14. Teacher: After four o'clock in the afternoon, after school.

15. Retailer: Avoid weekends or Mondays, preferably from 2 pm to 3 pm.

16. working class: 8: 00 pm is better.

17. housewives: it is best to arrive at 10: 00 in the morning.

18. newspaper editor reporter: after 3 pm is better. .

Second, how can we become the elite of telemarketing loans? ...

There is no shortcut to this thing ~ make more calls and talk more ~ you will know the heart of the other side ~ you can make 200 calls a day, which is basically the same.

Third, telemarketing skills 5 telemarketing skills

1, you must know who you are calling: every salesman, don't think that calling is a very simple thing. Before telemarketing, you must find out the customer's information, and even more, you must find out whether the caller has the right to make a purchase decision.

2, the tone should be stable, the words should be clear, and the language should be concise: in telephone sales, you must make your tone stable, so that the other party can hear what you are saying clearly, and it is best to speak standard Mandarin. Telemarketing skills should be as concise as possible, and products must be emphasized to attract customers' attention.

The purpose of calling is clear: many salespeople don't think carefully or organize their language before calling. As a result, they made a phone call and found that they didn't say what they should have said, and the sales purpose they should have achieved was not achieved. Telemarketing skills Use purposeful telemarketing.

4./kloc-introduce yourself and your intentions clearly within 0/minute: don't forget to emphasize your name at the end of the call. For example: Manager XXX, nice to meet you. I hope our cooperation will succeed. Please remember that my name is XXX. I will keep in touch with you.

5. Do a good job of telephone registration and follow up immediately: after the telephone salesperson finishes the phone call, he must register and make a summary to classify the customers.

Fourth, bank telemarketing skills and words?

1. Know your products and services thoroughly.

2. Master a dialogue mode that you are very familiar with.

3. Learn to use honorifics.

4. Learn to take communication records.

Learn to report yourself skillfully, so that the other party will remember you immediately after listening, so that you will save a lot of time and cost when you follow up for the second time.

6. Get into the conversation quickly.

7. Learn to ask questions.

8. Learn to take the initiative.

9, learn to control the time of the call.

10, learn to make an appointment with customers.