Help~~Telemarketing skills (PPT)

I wrote it for your reference

Telephone sales training course

Lecturer: Xu Hailiang

Telephone sales is the most direct method for modern enterprises and efficient sales methods are also a sales trend that will inevitably become popular in society in the future.

My career as a general manager assistant after graduating from college——The advantages of telephone sales: more customers, lower costs, and higher efficiency.

Archimedes of ancient Greece said: Give me a fulcrum and I can tilt the entire earth.

Now we can say: Give me a phone and I can dig out a mountain of gold. (300 million phone users)

So I would like to congratulate everyone here. You are now entering a new, rapidly developing, and promising industry. You will learn a lot that can benefit you throughout your life. Knowledge, we say that no matter how much money we have, it will be spent one day, but knowledge, as long as we learn it well, can be used throughout our lives. So would you like to attend this course?

So I would like to know first, when you meet your target customers, what is your first sentence like, and how do you introduce your products?

Three marketing methods using laptop sales as an example

Wangpo-style marketing, customer-style marketing, tailor-made marketing

My laptop is good, light, Thin, fast, beautiful, and good quality. With a notebook, you can avoid copying work, reduce your workload, speak to the Writers Association, and show your identity and uniqueness when traveling. The best women use the best computers. What are your needs? You have to write an article, it takes a long time: the radiation must be small, and you have to travel: it must be small and light, and you have to speak on stage: it must be beautiful and generous, so I recommend it, or tailor it for you

No Creativity, customers have heard too much,

The credibility is low, there is a lot of well-intentioned deception, progress is more attractive, but you said the computer is good, but why should I buy your computer? Woolen cloth? You can buy a computer without saying "sell" at all

Really consider the problem from the customer's perspective

It's not about selling things, but recommending good things and helping customers solve their problems

Three marketing methods, each has its own specialties and adaptations, and there is no absolute best method. For example, if you sell apples and you tailor them and talk about the benefits of apples, as a customer, it will be absolutely annoying.

But think about it, what kind of marketing method should we use for the product we are selling now - enterprise development training? Why?

To solve problems, this is our purpose, but the problems are very difficult to solve, so we must try our best to tailor-made for customers and give them the most suitable and effective solution. Only in this way will customers be satisfied and we will improve. At first we were asked to write a simple activity plan, and in the future we were asked to write a mid- to long-term development plan for the enterprise. You can't rely on others for this, you can only rely on yourself.

To study the sales performance of our salesmen, we found that it is mainly affected by three factors: call volume, business awareness, and communication effectiveness.

1. Number of phone calls

People often ask me if there is a very quick way to help me double my sales performance, or how many times my sales performance? Is there any? have! That is to double or several times increase the number of visits or phone calls, and the performance will definitely increase!

The company will have a number of phone call indicators for new employees, but not for old employees. This is mainly to cultivate your habits. At the same time, when you are lacking in other two aspects, it is the only way to improve performance. The method is phone volume. If the net is cast more, there will naturally be more fish.

The inverted triangle model of telephone sales: 100---80=-50--20-10---5---2

Sales can never be of too high quality

Some people say that I make a hundred phone calls a day now. I am really busy and hard. It is impossible to increase the number.

Then let me give you a few suggestions: 1. More speed: prepare the phone list in advance, and look for another phone after making a phone call, which is extremely inefficient.

Do not do other irrelevant events during working hours.

2. Reduce ineffective labor: there are many phone calls and many car crashes. I have inspected several large companies and they all use database methods to solve this problem. A dedicated person builds a database and assigns tasks every day. Enter again.

3. Be more effective and cast the net in a pond with more fish: a clothing factory or a high-tech company, which one would you consider first? If you are the boss, would you spend three hundred yuan each on a group of migrant workers for training, or would you give it to more valuable employees?

4. Prepare carefully: the phone call process, work process, and visit sequence should all be prepared in advance. Don’t make a phone call and think about it for a long time. Of course, it will be too slow!

2. Business awareness:

Some people say that I am not an economics major and do not have this awareness. This actually has nothing to do with the subject. I had no business awareness when I just graduated. This was all summed up by myself in my daily work and study. Any excellent and experienced salesperson has a very good business sense, which makes them excellent at whatever sales job they do.

The three marketing methods and target market selection mentioned earlier are all based on business awareness. In fact, it is very simple. Once you hear it, you will be able to use it for other things in the future.

I will focus on a few issues here to help cultivate our business awareness:

1. How is the development of the training industry? There are several different training methods and institutions. Characteristics and development

2. Please list your main competitors, their strengths and weaknesses, and our response methods

3. What about our products: Unique selling features point): How are we?

Unique business value (unique business value): The benefits to you

The benefits of the product and the real value to customers (feature adevantge benefit): Combining

4. Our customers’ inner driving force, goal-solving problems, clear needs and potential needs (I’m a little thirsty, --- how to solve it) --- how to ask questions, we will talk about it later .

5. Business mentality problem: Many trainings focus on skills but have no results. They are exciting to hear and moved to think about, but they just can’t move. The main problem is that the mentality problem has not been solved

The main mentality problems are: only looking at the disadvantages, not the advantages: any company must have three shortcomings

Mentality changes with sales, which is prone to a vicious cycle

Complain more, review less: company, products, policies. market. Business means not having yourself

Weak mentality: a story of inferiority

(Emotional fluctuations and negative contagion are problems that sales management must solve. Pay attention to care and follow-up)

After solving and clarifying all the problems, your business awareness will be very good!

3. Communication effect

There is a difference between telephone sales and other sales, and the probability of rejection is very high. The main reasons are:

1. All phone calls are an interruption: face-to-face interviews can be delayed and refused, but can phone calls be used?

2. The phone only has sound, and the source of information is single. It is easy to feel like a waste of time: you wait a moment, and there will be a long wait.

3. Time is precious, and you should be the first to call. The sentence requires time: "Hello, I am---- the *** of the company. I want to know if you have time now so that we can introduce our products to you." If you are willing to be killed, the other party will not be killed if you are not. Very lonely and boring.

Due to the concept of phone charges.

If there is no benefit, there will be no cost

4. In order to avoid wasting time, the person who answered the phone refused directly. Due to consideration. Opportunity cost issues, busy line issues

So the pressure is greater and the frustration is greater, which also requires us to pay more attention to the effectiveness of communication. Attract our customers in a very short time.

In order to improve the communication effect, we mainly focus on the following three aspects: sales process design, communication skills: listening, questioning, image, and relationship. Objection handling.

(1) Sales process design

The first step of the sales process

1. Preparation before sales:

a. Purpose: In order to conclude a deal, OR establish a long-term relationship

Goal: Meet, send information, introduce other customers, collect information, and establish a professional image

b. Must prepare questions, meeting Ask questions, be good at asking questions, this is the specialty of a good sales representative, rather than waiting for the other party to ask questions.

c. Respond to unexpected situations and possible questions, that is, handle objections

. Imagine the questions that customers may ask and be prepared

Possible situations possible Question

What do you do when the customer is not here?

What are you doing differently when the customer hangs up the phone?

The customer is not willing to talk about your price and how it works

d. Prepare the required information and check it at any time

e. Attitude and status; mirror (smile)

2. Sales opening: Self-introduction: The introduction should be useful (management Consulting company)

Relevant people and things serve as a bridge

Introduce the purpose of the call and arouse the other party’s interest: praise and benefits

Confirm the feasibility of the other party’s time (show your Time concept)

Turn to demand inquiry: What do you think of the company's team spirit cultivation

How is the company's training for employees

How are you going to solve this problem? , in-company training, or looking for professional company support?

Questionnaire survey case

Example

“A few days ago, Mr. Chen and I discussed the issue of how to improve the performance of telemarketers. He mentioned You are also very professional in telesales. He suggested that I must contact you, so I called you today mainly because you, as the head of the telesales team, will certainly be instrumental in improving the performance of telesales personnel. Very interested."

You can see from this conversation that there are two ways to attract the other party in this conversation:

①"You are also good at telemarketing. "Very professional", this is to praise the other party, and the other party will definitely accept you easily after hearing this;

② "I called you mainly because you are interested in improving the performance of your telemarketers. Very interested. "Anyone over 90 will be interested in this, so he will immediately realize your value to him, so he will naturally be happy to communicate with you.

3. Recommend company products: Pay attention to combining customer needs, agree with customers, appropriately improve and cross-sell

4. Transaction signal: Inquire about details and summarize the benefits

Continuously agree and give suggestions

Resolve doubts and guide the signing of orders

Highly interested in customer recognition

(2) Communication skills

1. Listening : Confirm: Avoid misunderstandings: Did you mean... Repeat with emphasis

Clarification:

Feedback: Someone looks like a ghost

Record:

Hear the customer’s personality: fast, slow, powerful, persuader, executor

Don’t interrupt

Express empathy

2. Questioning skills Questioning There must be a prelude so that the other party can benefit: the case of One Trillion Wade

Rhetorical question

The silence after the question

Ask only one question at the same time

3. Image: professional (don’t use words like “possible” or “probable”), confident (bathing, perfume, professional attire), positive, concise language, pause (to understand customer feedback)

4. Relationship: with Advance: Overcome fear, good students and bad students

Adapt to personality

Praise customers: relationship lubricant

Hit the nail on the head:

Respect the grassroots , from low to high: the county magistrate is not in charge, the shortbread case

Internal communication issues

5. Etiquette: 2-3 phone calls, greetings, thanks (professional image), Hang up first, put the phone down gently, don't let the customer wait (let the customer hang up first for a long time), be ready to answer the phone at any time, don't make personal calls, don't make assumptions, don't be impatient

(3) , Handling sales objections

1. Decline politely: We don’t need to engage in such activities:

2. Looking for excuses: I don’t want to do it at the moment and have no right to make decisions

3 , belittling and weakening: I don’t think this product is of much value to us

4. Various excuses: I really want to buy it, but I don’t have the money

5. Trying to slander: I heard that you Activities are very high

6. Yes but: your suggestion is good, but we already have a budget

7. Powerless: I have no authority to deal with it, but I will report it to Boss report

8. Don’t choose, I tried my best, because the price is too high

9. Vent complaints: My boss doesn’t like it

10. Fabrication In fact, I heard that something happened during your event