Telemarketing skills and opening remarks

The first thing a potential customer sees in a sales call is your professional image. The next step is the impression he got from the opening remarks. Your expression, sincerity and creativity will affect the atmosphere of the whole interview.

Dr. Goldman, the most authoritative sales expert in the contemporary world, stressed that it is very important to say the first sentence well in face-to-face sales. Customers listen to the first sentence more carefully than the next. After hearing the first sentence, many customers will unconsciously decide whether to sell, send away the salesman or continue the conversation. Therefore, touching opening remarks are the key to successful sales.

First, the opening remarks of questions

Asking questions is especially useful if you can always combine the interests of customers with your own. Customers are people who buy ideas, ideas, goods, services or products from you. When you ask questions, you will guide your potential customer to make the best choice for him.

There was once a salesman of a book company who always approached customers calmly by asking questions.

"If I give you a set of books about personal efficiency, and you find it interesting to open the book, will you read it?"

"If you like this set of books after reading it, will you buy it?"

"If you find it boring, can you put the book back in this bag and send it back to me?"

The salesman's opening remarks are so simple that customers can hardly find a reason to say "no" Later, these three questions were adopted by all salesmen of the company and became the standard way to approach customers.

Second, establish the psychological prelude of expectation.

This is a very effective opening statement, which will arouse the curiosity and interest of customers and seize the full attention of potential customers. You can say this:

"You'll like what I brought you!" "I brought you a revolutionary method of homework!"

"Our company has developed a system that can reduce the cost of your computer by half in thirty days!"

No matter which sentence you use, it will cause the other person's involuntary reaction: "That's what I want" or "I can't wait!" If the other party's business responsibilities include the right to decide on your products or services, he will be anxious to know what you are selling.

A good opening statement should lead to the customer's second question. When you spend 30 seconds to complete your opening remarks, the best result is to let the customer ask you what it is. Every time a customer asks you what you do, it means that the customer is interested in your product. If you don't make customers curious or interested in your products or services, it means that your 30-second opening speech is invalid, and you should quickly design another better opening speech to replace it.

Third, the hypothetical opening remarks

Hypothetical question prologue refers to turning the benefits that the product can ultimately bring to the customer into a question to ask the customer, so that the customer will have curiosity and expectation when you introduce the product at the beginning.

For example, suppose that the ultimate benefit your product can bring to customers is that you can save some costs and increase some profits for them, then when you first contact customers, we can directly ask:

"Sir/Miss, if I can help you increase your profit by 65,438+0,000 yuan per month or save your expenses by 65,438+0,000 yuan, are you interested in spending 65,438+00 minutes to find out?"

Ask the customer to give you a chance to introduce the product with this kind of question. When you introduce your product, as long as you can prove that your product or service can achieve the promised effect, then this customer will not say "not interested". Or you can ask:

"Suppose I have a method that can help your company improve its performance by 20%-30%, and this method has been proved to be effective. Are you willing to spend hundreds of dollars to invest in this matter? "

In this case, if the customer's answer is yes, then what you need to do next is simply to verify whether your products and services can help customers improve their performance, and then you can naturally make a purchase decision.

Find out the most common customer resistance points of your product in the sales process, and you can ask customers with hypothetical questioning grammar.

For example, if you sell healthy food, the most common resistance of ordinary customers is to doubt the effectiveness of the product, so you can ask him from the beginning:

"If I can prove that this product is really effective, will you be interested in buying it?"

Using this hypothetical syntax, let the customer answer himself:

"I will buy it, as long as ..."

Let customers make their own commitments. After that, as long as you can prove that the product is effective, the customer's willingness to buy will naturally increase. No customer can be persuaded by others, only he can convince him himself.

Fourth, the opening remarks dispel the doubts of prospective customers.

Japan's god of sales has a unique way to dispel the doubts of potential customers and gain their trust:

"Hello, sir!"

"Who are you?"

"I am Yuan of Meiji Insurance Company. When I came to your place today, I made a special trip to ask you two things, the most famous boss nearby. "

"The most famous boss nearby?"

"yes! According to the results of my inquiry, everyone said that it is best to ask you this question. "

"oh! Everyone says it's me! I really dare not, what's the problem? "

"To tell the truth, it is how to effectively avoid taxes and avoid risks."

"It's inconvenient to stand, please come in and talk!"

"……"

Sudden sales promotion is a bit abrupt, which is easy to arouse others' disgust and even refuse. First, compliment prospective customers in a roundabout way, dispel their doubts, gain the trust of prospective customers, and sales become a natural thing.

Ways to dispel the doubts of potential customers are:

1, praise and compliment prospective customers;

2. Use customer witness;

3. Cut each other's key points.

It is an effective way to eliminate the doubts of prospective customers by asking relevant questions, sincerely solving problems for prospective customers and being their friends. Because friends will buy from friends.

Verb (abbreviation for verb) thanks for the opening remarks.

When we meet for the first time, we can start with gratitude.

"Mr XXX, I'm glad you can see me. I know you are very busy. Thank you very much for taking a few minutes out of your busy schedule. I will explain it very briefly. "

When you thank others for everything, you will arouse their self-affirmation mentality and make them feel good about you. No matter what the prospective customer does for you, you should say "thank you", which will make the prospective customer like you more and respect you more.

The prologue of intransitive verbs to solve problems

A salesman went to my friend's office to promote his company's services and introduced himself as soon as he entered the door:

"My name is XX, and I am a sales consultant of XX Company. I'm definitely not here to trouble you, but to deal with problems with you and help you make money. "

Then ask the company manager, "Do you know our company well?"

He said, "Do you know our company well?"

With this simple question, he dominated the sales interview and got the full attention of potential customers. He went on to say:

"Our company is the largest company in this market. Our business in this field has a history of 10 years. In the past 10 years, the number of our employees has expanded from 10 to 260. We occupy 35% of the market, and most of them are patronized again after customers are satisfied. "

"Mr. XX, have you seen that the manager of XX has adopted our products, and the company's operating conditions have been greatly improved?"

With such a simple opening remark, he built up a trust in himself, the company and the service from zero to the maximum. He has answered "Is it safe?" Is it reliable? These two questions. He opened the hearts of potential customers and reduced their resistance, so potential customers immediately wanted to know what benefits his past customers had received and what benefits customers would get from his services. Prospective customers from the initial resistance to the later opening and acceptance.

Seven. Opening remarks of rhetorical questions

You can use this method when you feel strong resistance from the other party in the sales process. A prospective customer may have left a bad impression on some forced and powerful salespeople in the past, so when he feels that he is in the same situation, he will feel pressured and dislike newcomers.

The opening remarks of rhetorical questions can be said as follows:

"Mr XXX, before I start, I want you to know that I'm not here to sell any products. In our brief meeting today, all I have to do is ask some questions and see if our company can help you achieve your goal in any way. "

If you really want to impress a potential customer, you should prepare an agenda of three to five questions you want to discuss with him when you meet him. Give him such an agenda and tell him what you want to know further.

Ask him if he can ask these questions. If his answer is yes, you can start with these words:

"Before we start, can I ask you a question? What is your real task in the company? "

When you shift the focus of the conversation from sales to a series of exploratory questions, and then ask questions directly related to his work and career, he will be completely relaxed and open-minded. From then on, focus your attention on him and his situation, ask him some good questions and listen to his answers attentively.

Perhaps one of the questions that can make customers relax and start talking is "How did you get into this industry?" Most people talk about their careers, so if you ask him this question, he will usually be happy to talk to you about himself, which gives you a chance to listen and win the trust of customers.

Opening remarks to stimulate the interest of potential customers

"Are you interested in an effective way to increase sales by 20%-30% in six months?"

Most people will answer this question with interest. So when you finish asking similar questions, you must immediately say:

"I only take up about 10 minutes of your time to introduce this method to you. After listening, you can judge for yourself whether this method is suitable for you. "

In this case, on the one hand, you should tell the customer in advance that you won't take up too much of his time, and at the same time, you should let the customer know clearly that you won't force them to sell during the sales process.

The customer is willing to buy because he has enough motivation to buy. Buying motivation is the driving force behind buying behavior.

IX. Impressive opening remarks

A sales consultant went to a company to make a product introduction. He used this kind of question and this kind of answer:

"We are the largest company in the customer industry in this city. We have been in this industry for 28 years. Our parent company is a world group with 120 best relationship enterprises. Our reputation comes from the fact that every dollar we charge our customers saves them five dollars. "

This is a very impressive and eye-catching opening remarks. He made himself and his company a heavyweight in the industry, and finally made a big deal worth tens of thousands of yuan.

In the product introduction, the consultant mentioned three factors that determine whether potential customers will buy from you: the size of your company, its history in the industry and the market share of products and services.

Ten, attract attention opening remarks

A top salesman of Corning Glass Company has such a famous story. He is the national safety glass sales champion. When asked how to open the sales dialogue, he said that as soon as he entered the meeting room, he asked:

"Have you ever seen broken glass without breaking?" The prospective customer said he hadn't seen it, so he took a complete glass sample, put it on the customer's desk, and then knocked it hard with a hammer.

Prospective customers will jump back to avoid glass fragments, only to find that there are no fragments at all. The salesman got the full attention of customers, and the activities can be carried out quickly from now on.

He shared this safe way to get off work with all the salespeople at the national conference. Since then, they will go out with samples of safety glass and a hammer to demonstrate to customers. The next year, he was still the national sales champion. Someone asked him how he could sell more products even if everyone else used the same skills.

He explained that he changed his practice a little in the second year.

Now, when he goes to see a potential customer, he will ask:

"You didn't expect to see the glass you couldn't break?"

Then give the hammer to the prospective customer and let the prospective customer break the glass himself.

Eleven or two minutes' prologue

"Do you have two minutes? I want to introduce you to a product that can help you save money and improve your work efficiency. "

When you say this, take off your watch and put it on the customer's desk. When you speak for one minute and fifty seconds, although you haven't finished yet, you must stop and say:

"My time is up. I want to tell you one thing: our company keeps its word, and if you allow me, I can continue. Otherwise, leave now. I know that you are busy. This is my business card. "

You will be surprised to find that most of the time you will be left behind and get the order.