How to chat with customers at will in telemarketing?

With the process of global integration and the development of regional trade, enterprises use Internet-based e-commerce more in order to save costs. Among them, in addition to its own characteristics, e-commerce uses convenient network platforms to communicate, and another main marketing method is telemarketing. In fact, many friends are no strangers to telemarketing, because whether you do business or not, telephone communication is an indispensable tool for us in the information society. Purpose of telephone communication: 1. Emotional communication: In fact, there are two kinds of emotional communication. One is communication with parents, wives, daughters and friends. It has no purpose, but in daily emotional contact; The other is emotional communication with customers, leaders, colleagues and partners. Although both of them are a way of daily communication, they are essentially different. The former is just to maintain a communication in the circle of personal life. The latter is related to work and work circles. Therefore, we should pay attention to the differences in communication between the two. 2. Information communication: Information communication, as the name implies, is a kind of information sharing by telephone, which is not difficult to understand. This kind of communication also includes two kinds of emotional communication: work relationship and life communication. I won't give examples here. 3. Business negotiation: The above is about global integration and e-commerce. To put it bluntly, we don't have to pay for delivery in the vegetable market like selling cabbage (it's a bit inappropriate here, and we don't rule out using e-commerce to buy food in the future). We only need to talk about business through modern information tools such as the Internet or telephone. Then, through the specialized operation of the organization, the purpose of cash delivery is achieved. In this process, the most used and best communication tool is the telephone. Of course, with the increasing demands of modern people, the purpose of telephone communication goes far beyond this. But in general, it is nothing more than these three categories. Why do you talk about irrelevant communication purposes when talking about telemarketing titles? The two seem to have nothing to do, but in fact there are essential differences and connections. Because, only by knowing the objects and people to communicate, can we organize communication language and communication skills. To put it simply, we are more casual about the communication between family and friends, and pay less attention to appellation, because we have created a relaxed and pleasant ditch environment. But business communication is different. All communication must not be one-way. Another important feature of telephone communication is flexibility and diversity. The so-called flexibility is how to break the deadlock in the face of customers' censure and indifference after we get in touch with them. Of course, it also includes the first time, the second time and the negotiation period. Our telephone communication skills include explaining customers' products, customer inquiry, negotiation and final transaction. It can be said that flexibility runs through the whole process of telemarketing. Of course, flexibility is also important in other sales methods, such as channel sales and direct sales. However, the main way of these two sales transactions is interview, and more is realized by visiting. Telemarketing is mainly telephone, and it is difficult for us to communicate. So flexibility is one of the most important reasons that determine the success or failure of telemarketing. Diversity: Telemarketing seems monotonous, but the knowledge inside is unique. For example, how to communicate with customers, how to tap the potential of customers, and how to achieve annual sales of millions or even tens of millions through a phone call. You can't do this just by talking, you need to use your head. Some people say that telemarketing is simple and there is nothing to learn, but it is not. It is not easy to realize the diversity of telemarketing. First of all, we should cooperate with the characteristics of products and the customer base we face to carry out characteristic marketing. Characteristic marketing is to enlarge the selling point of products several times or even dozens of times in some way. The diversity of telemarketing illustrates the fatal weakness of telemarketing, which is singleness. This also shows that everything has its opposite. The hardest thing about telemarketing is that the previous contact methods were all by telephone. In the first three calls with customers, ordinary salespeople can make every speech different. As for the latter, I can't guarantee it. We are not language experts, and the level of salesmen is uneven. Many people will certainly find it difficult to avoid language repetition. But we can realize the diversity of telemarketing. Although our main communication tool is telephone, why not use email, SMS, email, gifts, conference marketing and other means to assist? I think you will get unexpected results. Communication of telemarketing: I think telemarketing should be divided into the following steps: meeting-detailed information-friendly invitation-product introduction-finding the demand-the right medicine-closing the deal-after-sales meeting: meeting here is not necessarily meeting, and a large part is our first phone call. Be generous, polite and brief when meeting. And it can't go on forever. Generally, don't mention too much product knowledge when meeting, mainly to explain the company, personal introduction and the purpose of power supply. The difficulty of meeting is that the customer has no contact with us, and the customer has resistance to sales promotion. Only by creating a good picture for the individual can it be conducive to the smooth progress of the next work. If you meet without preparation, it is easy to be incoherent in the end. For friends who just started telemarketing, they just need to have enough courage, but they are not afraid of failure for the first time. However, the most important feature of marketing is that you are good at summarizing. If you fail and don't sum up, you will regard ignorance as courage. I advise you not to do this work. Preparation before the meeting is very important. It is necessary for us to know the nature of customers, the size of the company and the news of the company. If there are channels, you also need to understand the corporate culture. When you have finished all this work, then we will do a very important job. That is to analyze these data and find the starting point. When you find the right entry point, the door to victory has actually opened for you. The rest of the work is only transactional. Looking for demand: We have done a lot of work and spent a lot of time and energy in the past, in fact, all in order to find the transition of demand opportunities. Just like playing football. We play from the backcourt, pass the ball with the midfield, and then move the ball to the unmarked player in the penalty area. Finding an opportunity is equivalent to stuffing the ball to a player in the penalty area who is not marked. How can we find an opportunity? We have done four steps: meeting, subdividing information, inviting friends and introducing products. By this time, we basically knew the company like the back of our hand, and also established a deep cooperative friendship with the people in charge of purchasing. How to turn this friendship into trade? At this time, we need to think from the customer's point of view. Why don't customers buy it now? What benefits can this product bring to customers? What role can this product play in the development of the client company? What do companies that have used this product think of this product? What substantial changes have they brought to their company? If this analysis is made, the demand will naturally arise. The rest of the work will involve tackling key problems and other aspects, so we can't stick to the rules. Trading: Trading is the biggest headache for many business people. Gifts were given and friendship was established. Customers just don't sign the bill, and salespeople are often helpless about this kind of thing. Is also a potential customer, dare not offend. In this case, it's really embarrassing. At this point, we must thoroughly analyze the reasons for not signing. Is that the position is too low to make a decision; Or there is no demand at all, and it is not easy to refuse after communication for a long time; There is also a real purpose to get some benefits. Analyze the reasons clearly, and then break them according to different situations, so that you can do whatever you want. Actually, the deal is not that difficult. What is rare is that our minds are not calm and rational enough. Good friends. If there is no demand, how do you think he wastes money unless he has a unique purpose? The above three links are the most important links in telemarketing, and other links are equally important, but generally speaking, they are relatively easy to master, so here is only a brief description. Segmentation information: Through the media such as the Internet and newspapers, we can fully understand customers and find out useful information, which plays a very important role in the later follow-up. Friendly invitation: this is a special link, and many companies have not done this work. But what you have done is very helpful to your business. It is to invite customers to visit the company at an appropriate time, so that customers can have a deeper understanding of us. Of course, there is more than one invitation to the company. Customers can be invited to company tours, cocktail parties, parties, press conferences and so on. Product introduction: Only by familiarizing customers with your products can we make a clear deal. Like invitations or something. Just being a guest, cooperation without in-depth products is small and short-term. Only by implanting product knowledge into customers' minds can this cooperation last for a long time. The right medicine: after introducing the product to the customer, you can find the demand. The next step is to make a solution according to the customer's needs. The quality of the scheme is directly related to the transaction. A good solution is to facilitate the transaction. If this scheme is not well done, I'm afraid we will make greater efforts in future research. After-sales: Many salesmen ignore customers after clinching a deal, and what's more, they don't contact each other for months and half a year. This mentality is obviously a one-way transaction, and it is difficult to make customers bigger. Only after sale can the backyard not catch fire. Of course, to do the above work well, there is still a big gap from an excellent telemarketer. Only by constantly analyzing cases and learning from excellent telemarketers can we approach the first camp of this industry step by step. After all, this is a new industry, and now everyone is in the exploratory stage. Judging from the development characteristics of emerging industries and the future development of Internet industry, telemarketing is a very promising industry. Only through our continuous efforts, exploration and making this cause bigger and stronger can we have a faint influence, which I think is also the direction of every telemarketing effort.