Complete works of telemarketing

Telemarketing is a marketing trend triggered by changes in consumer behavior. Speaking of telemarketing, many people will think of all kinds of disturbing sales calls, so many car manufacturers and 4S stores are afraid to adopt this method easily, for fear of backfiring. The following is a complete collection of telemarketing skills I have compiled for you. I hope it will be useful to you.

First time answering/calling standard 1: someone answers within three rings.

Examples of speech skills: answering the phone by a special person, preparing speech skills and materials, and making records.

Speech standard 2: four sections of telephone answering/dialing

Voice example: 1, get the name: good morning! (Time-sharing greetings) XX4S shop. I'm XXX, a sales consultant. You can call me X. (twice registered) What can I do for you? May I know your name, madam/sir?

Examples of speech: 2. Do a simple demand analysis: hello, Ms./Mr. X, do you want to ask about the price of the vehicle?

Examples of speeches: 3. Reason for using the invitation: In order to make it easier for you to know this car better, I can make an appointment for you to test drive? We happen to have a promotion this week.

Examples of speeches: 4. Determine the time: Do you think it is convenient to come on Saturday morning or afternoon? You can call me at any time. My name is XXX. (Re-registered) I am the tallest in the exhibition hall. I wear glasses (to strengthen my memory). Please feel free to contact me if you have any questions. Do you have any other questions? Thank you for calling, Mr./Ms. X. Goodbye!

Second, daily follow-up customer care.

Example of speech: Mr. and Mrs. So-and-so, how is your home decoration going? Busy these days! Decoration is the most troublesome thing. There are many things. Should we pay attention to every detail? I have a deep understanding when I decorate my home! I called to say hello to you today. By the way, I want to know what you think of our car now.

hearsay

Example: Mr./Ms. So-and-so, I don't know if you have heard that all models will be adjusted next month, especially our xx car, and there will be a substantial price adjustment next month. Today, when I was chatting with our leader, he told me. I feel that we have been getting along very well, so I will tell you the news as soon as possible. See if you have time to come over and talk again these two days.

pleasant surprise

Speech example: Mr./Ms. So-and-so, I have good news for you. Our store now has a special discount on car purchase in factories. I feel that this activity is particularly helpful for you to buy a car, and it will only be held for one month and will be cancelled next month. I'll call you to tell you the good news as soon as possible. When is it convenient for you to come to the store?

Three. Event invitation (five steps of invitation) 1. Confirm the customer's name.

Speech example: hello, Mr./Ms. XXX!

Step 2 introduce yourself

Example: I'm XX from XX store. Do you remember?

3. Confirm whether it is convenient to answer.

Speech demonstration: thank you for your answer. This will take you a few minutes. Is it convenient for you to answer the phone?

Step 4 greet and compliment

Last time you saw that car, I was deeply impressed. Your understanding of cars is really professional. I have been selling cars for so many years that few customers can ask you such professional questions. Really, they are more professional than some of our sales consultants. When I meet you, I need to ask your advice.

5. Inform the purpose and state the interests.

I'm calling to tell you a good news. Recently, our store celebrated its anniversary and held a cultural salon. It will bring you three supreme experiences. The first one is that we invited the top performing arts groups in China to perform, so that you can feel the rich artistic atmosphere. The second is that there will be a tasting of famous teachers' paintings and calligraphy to let you know about art appreciation and collection. The third is that we invited famous domestic education experts to give a special lecture on children's education. On the one hand, the activity reflects our store's sincere concern for customers, and it is important to know many industry elites like you.

Four. FAQ handling FAQ 1: the customer can't remember himself clearly after the phone call.

Solution: Introduce your nickname and repeat it many times.

Example of speech:? Oh! Mr. Zheng! Hello! Glad to be of service to you! My name is Wang Dan, and my colleagues and friends call me Dandan kindly. You can call me Danny in the future! Teacher Zheng, Danny thinks this question you asked is really crucial! Dandan received calls from seven customers today, all of whom wanted to know about fuel consumption! Mr. Zheng, Dandan can tell you categorically that the fuel consumption of 330 kilometers is only 6.3 liters! ! Mr. Zheng may doubt the truth of what Dandan said, it doesn't matter! Dandan suggested that Mr. Zheng go to the major professional automobile websites, or find friends around him who have opened 330 to have a good understanding and see if the situation introduced by Dandan to Mr. Zheng is true. ? Mr. Zheng? Danny? Mr. Zheng? Dandan

FAQ 2: Always answer customers' questions passively.

Solution: Identify and praise customers and solve the passive situation.

> > > Question 1: The customer said:? If this car can get a discount of 3000 yuan, I'll go to your store and sign the contract right away?

1: It seems that Mr. Zheng has been paying attention to this car for some time, right? Have you been to our exhibition hall to see cars before?

Speech Example 2: Great! It turns out that Mr. Zheng is also a frank person! After you come to our store, I will try my best to satisfy you?

Ex. 3: To tell the truth, Dandan also wants to tell you from the bottom of his heart how much this car offers.

Ex. 4: Mr. Zheng, Danny understands your request very well. Anyone who wants to buy a car is willing to buy a good car that he likes and is cheap! Of course, if I were you, I would make the same request. To tell the truth, customers who bought cars in our store have also made such a request?

Question 2: I heard that the engine of XX car is turbocharged, right?

Example of speech: Mr. Zheng, what a coincidence! I was just about to tell you the same question! There are four core components in buying a car, and the engine is the first one. (1. No.2 engine. Gearbox 3. Steel plate material 4. D platform)

FAQ 3: Customers are unwilling to leave contact information.

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Speech example 1: leave me your mobile phone number! After 3 minutes, I will send the specific location of our store and my mobile phone number to your mobile phone. If you need any advice, you can call me directly. (It is recommended to send it on your own mobile phone)

Ex. 2: Our store often has some related preferential activities, which are sure to be of concern to you. Tell you what! I'll write down your mobile phone number and we'll contact you at any time, okay?

Solution 2: Proactively verify customer-related information.

Speech Example 1: Excuse me, this number ends with * * * *. May I contact you personally? Or shall we send it directly to your home or company?

Example 2: Do you want me to check your address in order to send you the brochure/car purchase information accurately?

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Speech example 1: Please rest assured that we will contact you within the time period you allow, so that you can know the information you care about in time! What do you think you want to know? When is a good time to contact you?

Ex. 2: The price has changed recently. I will send you a text message. Don't worry, I won't bother you.

Verb (abbreviation of verb) Attachment: SMS Collection File SMS

Example of SMS: Dear Mr. Zheng, Dandan should be able to receive your call. Thank you for your attention to XX car! If Mr. Zheng has any questions in the process of car selection and purchase, please feel free to contact me. Dandan will go all out to help you choose a car! Dandan is waiting for your call 24 hours a day, and we look forward to seeing you in our shop to enjoy the car! With this information, you can get 1 exquisite gifts when you arrive at the store. Your car assistantNo. 1: dandan mobile phone: XX address: XX

Invitation message

Example of SMS: Dear Teacher Zheng, thank you for your attention to XX! X month x day? XX franchise store (No.XX Road, XX) is carrying out XX activities. Dandan sincerely invites Mr. Zheng to come to the scene and give you an unexpected surprise! ! Your 1 car assistant: Dandan mobile phone: XXX.

Arrival reminder SMS

Example of SMS: Dear Mr. Zheng, before going out to our store for a test drive today, be sure to check whether you have brought your driver's book and ID card; I arranged a test drive for you, reception consultant XX (nickname of direct seller). I wish you a pleasant experience! Your car assistantNo. 1: dandan mobile phone: XX address: XX

Thank you for leaving the store

Example of SMS: Dear Mr. Zheng, Dandan thanks you for coming to XX franchise store in spite of your busy schedule. I hope the service of Dandan and XX (the nickname of direct sellers) can satisfy you! In addition, I have a small request for Mr. Zheng. If Mr. Zheng has any valuable suggestions that can help us improve our sales and service capabilities, please feel free to contact us. Dandan and XX (nicknames of direct sellers) express their thanks in advance on behalf of the company! Thank you! Dandan and XX (nicknames of direct sellers) expect Mr. Zheng to come again. Your 1 car assistant: XXX mobile phone: XX; Car No.2 Assistant: XX (nickname of direct seller) Mobile phone: XX Address: XX

Thank you for booking a car.

Example of SMS: Dear Mr. Zheng, XX (nickname of direct seller) and Dandan, thank you for choosing XX car. We will do our best to let Mr. Zheng mention your car as soon as possible, so stay tuned! XX (nickname of direct seller) prompts Mr. Zheng? Expectation is also a kind of beauty! ! Your 1 car consultant: XX mobile phone: XX

Thank you for picking up the car.

Example of SMS: Dear Mr. Zheng, thank you for choosing and using XX car. XX (nickname of direct seller) sincerely wishes this car will add more excitement, happiness and happiness to your life and work! ! XX (nickname of direct seller) prompts Mr. Zheng? Our service to you has just begun! Your 1 car consultant: XX mobile phone: XX relatives and friends buy a car, please recommend it.