I am a telemarketer. Ask for help.

Skills of approaching customers by phone

For salespeople who are good at using the telephone, the telephone is a sharp weapon, because the telephone has no boundaries, which is both time-saving and economical. At the same time, telemarketing can reach more customers in an hour than face-to-face direct selling.

The telephone is generally used in the following three occasions:

Make an appointment to meet with key people.

Follow-up of direct letters.

Prompt before direct letter.

If you are familiar with the skills of approaching customers by telephone, doing the above three actions well will be of great help to your next work.

Professional telephone contact skills can be divided into five steps:

1, preparation skills

Before making a phone call, you must prepare the following information:

Name and title of the potential customer;

Name and business nature of the enterprise;

Think about the reasons for calling potential customers;

Get ready for what you want to say.

Think about the questions that potential customers may ask;

Try to deal with the customer's rejection.

It is best to concentrate the above points on a pad.

2. Skills after the call is connected

Next, let's look at the skills after the call is connected. Generally speaking, the first person to answer the phone is the switchboard. You should politely say the name of the potential customer you are looking for in a firm tone. The next person to answer the phone is the secretary, who is mainly responsible for refusing calls that bosses think are unnecessary. So you must introduce yourself briefly to make the secretary feel that what you want to talk to your boss is very important, and remember not to say too much.

3. Skills to stimulate interest

When a potential customer answers the phone, you should introduce yourself briefly and politely to arouse the interest of the potential customer in the shortest time.

4. Skills to tell the reason for the phone call

There should be different reasons for different potential customers according to the information you prepared for them in advance. Remember, if the purpose of your call is to make an appointment with a potential customer, don't talk too much about sales on the phone.

5. Tips for ending the phone call

The telephone is not suitable for selling and explaining any complicated products. You can't judge the customer's reaction from his expression and behavior. Without the basis of "satisfying three senses", it is easy to be rejected. Therefore, you must use the skills of ending the phone more effectively and end the phone conversation immediately after you achieve your goal.

Next, let's look at an example of telephone proximity skills.

Shop assistant: Hello. Please connect me with Director Chen of the General Affairs Department.

General Affairs Office: Hello. Who are you looking for?

Shop assistant: Is Director Chen there, please?

General Affairs Office: Who's calling, please?

Shop assistant: My name is Wang, and I am the business director of Dahua Company. I'd like to discuss with Director Chen the problem of improving the efficiency of filing documents.

Wang Wei, a salesman, is using a more authoritative reason-to improve the efficiency of filing documents-to ask the secretary to put the phone through to Director Chen quickly.

Director Chen: Hello.

Shop assistant: Hello, Director Chen. My name is Wang, and I am the business director of Dahua Company. Our company is a professional manufacturer of document filing and processing. We have developed a product that allows anyone in your office to find any information in the file within 10 seconds, which will greatly improve your work efficiency.

Wang hopes that anyone in the general office can get any information in the document within 10 seconds to arouse the interest of Director Chen. Salespeople should pay attention to the following points when talking with potential customers on the phone: ① Smile when talking. Although the other party can't see your smile, you can spread it to the other party through sound. ② Always address potential customers by their first names. (3) Express enthusiasm and enthusiastic service attitude.

Director Chen: 10 second, almost!

Salesperson: The director's time is precious. I wonder if next Tuesday or Wednesday will be convenient for you. Let me explain this product to the director.

Director Chen: Next Wednesday at 2 pm will be fine.

Shop assistant: Thank you, Director Chen. I'll call on you at 2 pm next Wednesday.

Salesman Wang felt what Director Chen said, "10 seconds, soon!" He was skeptical, but he knew that the purpose of calling today was to make an appointment for the next meeting, so he immediately stated the reason for calling without any explanation, and made an ending action-making an appointment for the call time and ending the phone conversation quickly.

One: preparation ..

Be mentally prepared. Before you make every phone call, you must know that the phone call you made is likely to be a turning point in your life or your current situation. With this idea, you can have a serious, responsible and persistent attitude towards every call you make, and your mentality will have a positive motivation for success.

Content preparation: before making a phone call, you should prepare what you want to express. It is best to list a few items on the paper at hand first, so as not to forget your speech because of nervousness or excitement after the other party answers the phone. In addition, when communicating with the other party on the other end of the phone, if necessary, it is best to prepare and rehearse in advance.

Pay attention to two points in telephone communication: 1 Pay attention to the change of tone and be sincere. 2 words should be organized, not incoherent and repetitive, which makes the other party disgusted or wordy.

Second: timing ...

When you make a phone call, you must grasp a certain opportunity to avoid contacting customers while eating. If you make a phone call, politely ask the customers if it is convenient to answer. For example, "Hello, Manager Wang, this is * * * from * * Company. I'll call you at this time, right? " If the other party has an appointment, happens to be out, or has guests, politely stop talking about the time of the call and then hang up.

If the boss or the person you are looking for is not here, you need to ask the person who answers the phone for contact information. "* * Mr/Ms's mobile phone number? He/she only left this number when he/she called/came to the company last time. Thank you for your help. " .

Three: connect the phone. ...

When making a business call, after the call is connected, the business personnel should first say hello, report themselves and confirm the identity of the other party before getting to the point. For example, "Hello, this is * * * Company. May I speak to the boss/manager of * *? * * Hello, boss/manager, this is * * * from * * company. .......

Speak concisely and clearly. ...

Because the telephone is easy to be busy when charging, it is necessary to make a long story short whether you make a phone call or answer it. In short, in addition to the necessary greetings, we must talk less about topics unrelated to business and put an end to the phenomenon that the phone is busy for a long time.

Politeness before hanging up. ...

After the phone call, the business personnel must remember to thank the customer. "Thank you for taking such a long time to listen to my introduction. I hope it will bring you satisfaction. Thank you. Goodbye. " In addition, the customer must hang up the phone first, and the business personnel can hang up the phone gently. To show respect for customers.

After hanging up the phone ...

Many business people will immediately pop out a few indecent words from their mouths to relax their pressure after hanging up the customer's phone. Actually, this is the worst bad habit. As an expert? what's up As far as salespeople are concerned, this is absolutely not allowed.

Second: the art of answering the phone ....

Sometimes, a customer will contact the service department directly to save labor and convenience. Some order, some know about the company or products, or complain by phone. The person who answers the phone must pay attention when answering, never ask questions without understanding, or perfunctory customers, and don't be impatient with every customer who has called.

1. After the call is connected, the receiver should announce himself, such as "Hello, this is the business department of the whole management company" or "Hello, it's my pleasure to serve you". It is absolutely forbidden to ask "Hello, who are you looking for?" Who are you? "This is not only a waste of time, but also very impolite, which makes the company's image greatly discounted in the hearts of customers. Before answering the phone, generally let the phone ring one or two long tones. Never let the phone ring all the time. Answer it slowly.

2, record the phone content

It's best to put some paper and pens next to the phone, so that you can record the key points while listening to the phone. After answering the phone, you should properly handle or seriously report the main points of recording.

Step 3 repeat the main points

When customers call to place an order, they will definitely say the product name or serial number, and when they want it or when they want it. At this time, you should not only record it, but also repeat it to the other party to make sure it is correct.

4. How to keep customers waiting

If the other party needs to wait during the call, the receiver must say "sorry, please wait a moment" and then say the reason for letting him wait, so as not to be anxious because of waiting. When you answer the phone again, you must apologize to the other party: "I'm sorry to have kept you waiting." If the other party is kept waiting for a long time, the receiver should announce the reason and ask him to hang up the phone first, and then dial the phone after processing.

5, the other voice hour processing method

If the other person's voice is too low, the receiver can directly say, "Excuse me, can you speak a little louder?" I can't hear you clearly. Never shout: "Hey, hey, louder"; It is the other person who wants to speak loudly, not you.

6. Call someone to handle it

If you meet someone else's phone, you should quickly transfer the phone to the person you are looking for. If the person you are looking for is not here, you should say to the other person, "I'm sorry to have to go out now. I'm XX. If it's convenient, can you let me pass it on for you? " You can also ask the other party to leave your phone number, and when someone comes back, tell him to call him back immediately.

Whether you call or answer the phone, you can reflect the image of a person or company. Telephone is the window for the company to communicate with the outside world. A good process of calling and answering the phone conveys a good impression to the other party, and vice versa. Therefore, when making or answering a phone call, you should pay special attention to your words and tone. A phone call may change your present situation or even a person's life.

The above is my telephone experience, hoping to play a role in attracting jade.

[3]

"I hit the nail on the head.

Telemarketing is like starting a date with someone you have known for a long time. The first impression can decide everything! You should combine etiquette with persuasion, make good use of key words and adhere to the principle of telling the truth.

2. What should I say in the first fifteen seconds?

Three. Look for potential buyers

(1) The first and most important step of successful telemarketing is to find the right person on the phone, that is, to make sure that the person you are talking to is the buyer. If you are talking to someone who can't make a decision, it's no use having the best sales skills in the world.

(2) Example: A. You should ask who is in charge of purchasing in your department.

B. instead of asking if I can talk to the purchasing staff in your department.

Remember: directly asking who the buyer is can save the trouble of introduction by both parties.

(3) The following is an error demonstration.

A. bell … bell … bell …

Operator: XX Company, may I transfer the call?

XX said: Yes, I want to talk to the purchasing staff in your department.

The operator said, ok, I'll transfer you to the department.

Put through the phone: Hello, who are you looking for?

XX said: I don't know, I hung up the phone.

(4) Correcting cases

Bell ... Bell ... Bell ...

Operator: XX Company, may I transfer the call?

XX said, thank you. Who is in charge of the purchasing department in your?

Operator: it's Mr XXX. Shall I transfer you to him?

XX said, please.

Bell ... bell ... bell. ...

Mr XXX answers the phone: hello.

XX said: excuse me, Mr. XXX?

XXX said: I am.

Get to the point:

If he is not in the office, you can call him at any time, so don't waste time in front of the switchboard.

Remember: you only have 15 seconds to impress potential buyers.

Four. The first call to a potential buyer

Bell ... bell ... bell. ...

XXX: hello

XX said, are you Mr XXX?

Mr XXX said: I am.

XX said: I am Tianjin Chengzhuxing Company, and my name is XX. Our company now produces/deals in a kind of metal protective hose and connector for wires and cables, and I think you may be interested. Compared with the products sold in the domestic market at present, this product has more advantages, better quality and reasonable price. At the same time, it also saves you a lot of time and ensures that you will have no worries about product quality or use in the future. Your company uses many connectors, right?

Mr. XXX said: Yes, the sales of connectors are relatively large at present, but at present we have a supplier who gives me a 90-day payment period and is responsible for handling any defects in the products and delivering them to your door. What's the price of your products? Take 1/2?

Insight into the buyer's purchase motivation;

The buyers we met made many statements on it. He already has an ideal supplier, delivered to your door, and the payment terms are favorable, which can guarantee the product quality. If so, why did he ask about the price?

In telemarketing, you should not only listen to what the buyer says, but also pay attention to what he doesn't say. The customer only praised his supplier in three aspects: delivery, payment terms and product guarantee, without saying the price.

Verb (short for verb) establishes a dialogue.

1. Telemarketing is like a bowling game between two people:

A. You vote for each other (I have a product that I believe you will be interested in. )

B.he threw it away (what's the price of your product? Take 1/2! )

C.you put it back (what's your order quantity? )

D. he throws it back (usually he buys XX pieces) )

2. The first three problems in sales:

A. find the buyer and talk to him.

B. Make the buyer a person who wants to talk and is worth talking about.

C. grab the buyer's attention.

Summary: Remember: in every transaction, price is not the most important factor. If price is the only consideration, we will all sleep in cheap motels and wear second-hand clothes. Price is related to the value obtained, just as consumers spend money on items they think are valuable. So do commercial buyers. For the buyer, the money he spends will be worth the money, that is, the deal is reached. If you can't put forward the value of the product, the sales purpose can't be achieved in the end.

The sales volume is directly related to the alertness of telemarketers.

6. Get customers excited and act immediately.

Accept customers' objections with an open mind and establish a dedicated, conscientious and valuable marketer image in his mind.

Remember: it is much easier to keep an old customer than to develop a new one.

Marketing awareness: There is no mysterious formula for successful sales. Success is the result of training and hard work.

Seven. Ways to keep in touch with customers

1. Home visit

2. Telephone contact

Step 3 be consistent

provide services

Eight. customer management

Refers to the collection, classification and collation of customer information; Communicate and contact with customers regularly; Handling of customers' opinions; Continuously improve the way and content of customer service.

I hope you can succeed.

I collected all the above information, ............................................. I wish you success! !