Skills and words of playing telemarketing

Telemarketing skills. Create a natural vacuum

(Disclaimer: The copyright of this content is taken from the micro-information platform sale5 1 Marketing Alliance. The legal dispute about copyright has nothing to do with me. In the process of sales talks, some salespeople are always eager for customers to answer their questions immediately when asking questions, which requires salespeople to take the initiative to ask questions and then stop talking, that is, to be silent. Silence creates a natural vacuum in conversation, which will automatically shift the responsibility to the person who answers the question.

Telemarketing skills II. Predicting result-oriented problems

Asking about forecast results allows customers to forecast sales results. Frequently asked questions are as follows:

"Guess, do you think we can cooperate smoothly through this interview? Still risky? "

"Realistically speaking, how much quantity does your department need before the end of the month? Can you make a prediction? "

"Zhao Zong, when we reach a consensus, my leader always urges us. I'd rather get accurate information than be blindly optimistic, so I can tell him that everything is fine now, and we can promote cooperation at the end of this month, or I should tell him not to hold such great hopes yet. "

Telemarketing skills. Ending problem

When the negotiation has turned to the final stage, the salesperson can ask some closing questions, but he must know where the opportunity is. Usually, salespeople can ask questions like:

"If you were the business representative, would you do it differently?" "Mr Xu, are we in danger of losing this cooperation?" "May I ask your impression of our products or myself?"

When asking questions, you can also find out any troubles or objections that may hinder the promotion by adding "negative factors". Then you can ask:

"Do you have any other concerns?"

"What's wrong with you, isn't it?"

"Am I or something else interfering with this proposal?"

Telemarketing skills. Use low-key statements.

This is a humble statement made before a statement or a question, and its purpose is to ask for a more effective answer. Usually, you can ask questions like this:

"I don't know how to ask, but ..."

"In order not to be too advanced, can I ask ..."

"I don't want any trouble, but ..."

"Doing so may bring you trouble. Do you mind ... "

Telemarketing skills. Use emotional assistance.

Adding negative factors to negotiation questions by salespeople may make customers pay more attention to their positive answers. Usually you can ask questions like this:

Shop assistant: "Ms. Li, this is XXX." Did I come to you at a bad time? "

Ms. Li: "XX, I'm sorry; Now really can't ... "

Salesman: "When are you free? Can I come back then?"

Telemarketing skills. Hinting question

Hinting questions can lead the conversation in another direction. As a consultative selling person, you should know the customer's situation like the back of your hand, and guide him to reach your expected goal, that is, the customer reveals his needs and opportunities.

For example, you can ask such a question: "Wang Dafu, when you close the chest for a patient, the chest of some elderly patients will collapse. Now your colleagues in other hospitals have filled it with our company's products. After half a month, it was absorbed by the tissue, and at the same time, new muscle tissue grew in the collapsed area, and the effect was quite good. "

If you want to move from one topic to another, then suggestive questions are the most applicable.

If you ask the right questions, suggestive questions can do the following for you:

1. Follow the logical steps to guide the dialogue;

2. Provide a method to hint information to potential customers;

It provides another way for potential customers to participate in information exchange.

Telemarketing skills. Problems involving third parties

In the process of asking questions in sales promotion, salespeople can ask questions indirectly by telling customers the feelings and reflections of the third party on a specific topic, and then ask customers to put forward their own views and reflections on the same topic.

The biggest mistake of many salespeople is their lack of flexibility in asking questions. They often start with the first question on the list and then ask questions one after another in order, but they don't care about the answers they get. They hardly pay attention to how the customers they are asked answer. towards

When customers ask questions, in order to cultivate flexibility, we need to pay attention to the following two points:

1. The best way to ask questions to customers is to arrange interviews like a reporter. You should ask a question first to see how well you understand the answer, and then answer it with a related question. This helps the customer to elaborate on the information he has just provided.

2. List a series of questions in detail. Before meeting the customer, you should make a list of questions according to the customer's environment and himself. This list must be closely related to your visit purpose and negotiation desire.

Flexibility can not only help salespeople collect more information, but also help them better understand how to help customers, because salespeople want to help customers apply for related things. In addition, flexibility can also establish the relationship between salespeople and customers by showing their sensitivity.

Telemarketing skills. Test question

Asking test questions can help salespeople determine the customer's position on a certain issue, that is, it can help salespeople determine whether the customer is on your side in the discussion. At the end of the negotiation, the test questions provide customers with an opportunity to express possible supplementary ideas. Usually, you can ask questions like this:

"What should we do next?"

"Does that sound reasonable?"

"How do you think this will help your family?"

Telemarketing Skills Nine, Ask Explanatory Questions

Explanatory questions reiterate the customer's language or directly quote their comments. Usually you can ask a question like this: "If I hear you correctly, you mean to call the company leaders to hold a product promotion meeting."

The most effective application of explanatory questions should be based on the following principles:

1. can reveal customers' ideas;

2. It helps to clarify vague issues and expand general views;

3. Encourage the customer to expand or clarify his previous views;

Use different words to express what the customer just said.

Telemarketing skills. Asking questions about development

Asking developmental questions means that the salesperson asks the customer the details of a specific topic, which helps you find more information and encourages the customer to expand or describe the information in detail. Usually you can ask questions like this: "Mr. Liang, what should I do to make you agree to use our company's products?"

XI telemarketing skills. Ask diagnostic questions

Salespeople should pay attention to the following points when asking diagnostic questions to customers:

1. Start with a big problem. For example, "Do you prefer to use medical glue or hemostatic gauze or other hemostatic devices to stop bleeding during surgery?"

2. Give customers a choice.

3. Diversity is a condiment. For many customers, it is much easier to make a decision in the process of sales promotion than to make the final decision at once. Therefore, the diagnosis process is a strategic process of "divide and rule". By narrowing the scope of the question, you can divide a fairly large and possibly sensitive decision into several parts to ask questions.

4. Ask professional questions as an expert (you may not be an expert).

5. Establish good credit. The establishment of credit will help you go deeper into customers' inner world, dig out their thoughts, feelings and concerns, so as to find customers' needs and provide valuable solutions.

In a word, the key to sales negotiation lies in the effective use of problems. As a salesperson, it is a shortcut to quickly improve sales performance to learn all kinds of questioning skills, how to ask questions and how to use intonation correctly.

Sales network suggestion:

When talking about the sales process, we often mention asking questions, but it is worth mentioning that no matter what kind of questions are asked, in the process of asking questions, salespeople must be careful not to let customers have rebellious psychology. The specific methods are: ask more questions and less statements; Increase your credibility and curiosity; Learn to change places; Use group convergence to reduce rebellious psychology, that is, use the list of well-known customers, potential customers or partners to prove their competitiveness and credibility at a higher level.