Telephone sales skills and speaking skills

Telephone sales have become a more popular sales method in modern times. So how can we communicate well with the other party over the phone and achieve sales intentions? Today I will search for some relevant telephone sales skills and speech skills for you. knowledge.

Telephone Sales Skills and Words Part 1

1. To overcome your own inner obstacles,

Some people are already worried about the other party rejecting them before making a call. , after being rejected, they don’t know how to respond and can only hang up the phone. Some people even hope that the phone will be hung up quickly and no one will answer. They always think from the perspective of the person who answers the phone and imagine how he will reject you.

If you think this way, it becomes two people rejecting you.

The phone call will not have the expected effect.

There are several ways to overcome inner obstacles:

(1) Set the right attitude.

When making sales, it is normal to be rejected.

What’s abnormal is that no one rejects us. If that were the case, there would be no need for us to run the business.

We must have 200% confidence in our own products and services, and be very optimistic about the market prospects of our products.

If others do not use or need our products or services, it is their loss.

At the same time, summarize several advantages of your own products.

(2) Be good at summarizing.

We should be grateful to every customer who rejects us.

Because we can learn from them why they are rejected.

After each call, we should record the way they rejected us, and then we summarize how to solve it if we encounter a similar thing next time.

The purpose of this is so that when we face common problems again, we will have enough confidence to solve them without fear or fear.

(3) Take some time to study every day.

The more you learn, the less you will find you know.

The purpose of our study is not to reach a certain height.

But give ourselves enough confidence.

Of course we should learn selectively and not learn everything we don’t know.

Before making a phone call, you can write down the key words you want to express to the customer on paper to avoid being "incoherent" due to nervousness. The more you make the phone calls, the more mature you will become.

2. Clarify the purpose of the phone call

The purpose of calling customers is to sell products. Of course, it cannot be done with one phone call, but our phone calls must be made. It is effective and can obtain valuable information for us.

If the person who answers the phone happens to be the person in charge, then we can directly introduce the company's products to them, communicate over the phone, send them product information emails, make appointments for visits, etc.

If you are not the person in charge, you must find a way to obtain the name, phone number and other information of the person in charge, and then contact him or her by sending an email or making an appointment for a visit.

So calling customers is not the purpose. What we want is to contact our target customers, get the opportunity for interviews, and then complete our sales.

3. Collection of customer resources

Now that the purpose is clear, it is a question of who to call. Telephone sales in any industry starts with selecting customers. Telephone sales are successful. The key is to find the right target,

Or to find enough effective potential target customers. If you cannot even do this, you will not be able to create any good performance at all.

In the process of telephone sales, choice is always more important than hard work. Although finding the right target at the beginning does not mean that you will be able to generate sales results, at least you will get an opportunity and a good start.

Three conditions must be met when choosing a customer: 1. There is potential or obvious demand; 2. There is a certain financial strength to consume the products you sell; 3. The contact person must have decision-making power and be able to make the final decision .

Since our products are high-end products, the consumer groups are mainly concentrated in middle and high-income groups, public fund consumers and celebrities. The industries where these people are mainly concentrated include the IT industry, consulting industry, entertainment industry, real estate industry, Publishing industry,

Pharmaceutical industry, automobile industry, media industry, communications industry, study abroad agency, civil aviation industry, financial industry, government institutions, etc. When developing customers, we need to collect individuals from these industries Information, company purchasing personnel, government department trade union purchasing personnel information.

4. Communication with the front desk or switchboard

After the information is collected, it’s time to contact the company by phone. At this time, you will find that many of the calls are from the company’s front desk or switchboard, and the person who answers the phone is not the person you want. The target we are looking for and the set of sales skills we have prepared are turned away before we can say it.

Then we have to find ways to bypass these obstacles and bypass the sales skills at the front desk: 1. Looking for When collecting information, find the name of the boss by the way. When making a phone call,

Find the boss directly. If the other party asks who you are, just say that you are his client or friend. This way, you have a greater chance of finding him. .

2. Prepare several more phone numbers of the company and use different numbers to call. Different people will respond differently, so the chance of success is higher.

3. Just transfer to an extension and ask again (do not press 0 to transfer to manual). You may transfer to the salesperson or the human resources department, so that you can avoid the front desk.

4. If you think this customer is interesting, don’t give up. You can find another colleague to help you, test your colleagues, and learn new methods

5. As their partner, for example: Hello, this is XX company. Help me pick up your boss. I sent him a fax yesterday and wanted to make sure he received it.

6. If you don’t know the last name of the person in charge, pretend to know him. For example, ask your manager Wang, “I am XXX from XX company, and we have contacted each other before to discuss cooperation.

If the answer is that there is no such person, you can say: Oh, I remembered it wrong. I lost his business card. Please tell me his last name and phone number?"

7. Don't follow your name. The phone number is left with the person who answers the phone.

If the person in charge is away or unavailable, just say: It doesn’t matter. When is the person in charge usually here? Do you think it’s convenient for me to call you? How about I call you in the afternoon? Answer the phone like this It will be difficult for people to reject you.

5. A successful telesales opening statement

After going through twists and turns to find your target customers, you must introduce your company and yourself within 30 seconds, arouse the customer's interest, and make the customer willing. Keep talking.

That is, the salesperson must clearly let the customer know the following three things within 30 seconds:

1. Who am I and which company do I represent?

2. What is the purpose of calling my customers?

3. What are the uses of my company’s products to customers? It is best to express your intention in the shortest and most concise sentence in the opening statement, because no one Will they have the patience to listen to a stranger making a long speech?

Moreover, what the customer cares about is what the call is for and what it can bring to him. A useless call is a waste for anyone. time.

For example: Hello, Mr. Zhang, I am XXX from Morning Fruit Co., Ltd. Our company mainly distributes various high-end fruits and dried fruit products, as well as various dried fruits, red wine, and camellia oil gift boxes.

Our products can be distributed as employee benefits and holiday gifts, and can also be provided to your customers to maintain your customer relationships.

Note: Don’t always ask customers if they are interested. Help customers decide and guide their thinking; do not immediately shrink back or give up when faced with customer rejection. The most important thing is to schedule an interview with the customer.

6. Introduce your own products

When introducing products on the phone, we must focus on the key points, highlight our product features, and attract customers:

1. Our distribution advantages It is consumed in the form of a membership card. You can not finish the consumption at one time. You can swipe the card several times for delivery and recharge. You can give it to the customer as a gift, which is convenient and practical. The customer only needs to make a phone call and we will deliver the product to his home. It saves your customers time to go shopping, and the product quality is guaranteed.

2. Product advantages: Most of our products are imported fruits and dried fruits, and we have our own plantations for many fruits, ensuring that the products have no pesticide residues. Many products are rare in the market, and we are now paying attention to them. Giving gifts brings health.

If you give such nutritious products and services to customers and maintain customer relationships, your business will definitely grow bigger and bigger. Giving them to employees can also make them feel The company's concern for them will definitely increase their work enthusiasm and work efficiency!

3. Gift box advantages Our high-end gift boxes include red wine, camellia oil, and various dried fruits. As a high-end gift giving customer who can also use it to visit relatives and friends, you can choose different gift boxes according to your needs and preferences.

Giving it as a gift to customers and employees brings you convenience and saves you the trouble of purchasing and giving gifts. You can get it all with one gift card, how convenient it is.

7. Handling Customer Objections

When introducing products, we will encounter rejections and doubts from customers, but we maintain a good attitude and can consider the rejections and doubts raised by customers. Come up with coping skills.

There are two types of customer objections: untrue objections and real objections.

There are several types of unreal objections: 1. Customers’ habitual rejection. When most people receive a sales call, their first reaction is to refuse. Such customers must divert their attention. ,

We are following the group buying route. The products are not sold to the customer himself. The function is to improve the work enthusiasm of his employees, maintain his customer relationship, and bring greater corporate benefits.

2. Emotional objections from customers. When we call the customer, we are not very clear whether the customer is in a good or bad mood and whether it is suitable for communication now.

Therefore, you can tell whether the customer is emotional from his tone and attitude, listen to his complaints, and help him resolve his irritable mood. Then in future communications,

Customer They will also respond to your kindness. Learn to listen, and the telemarketers will reciprocate accordingly.

3. Objections from customers who are good at teaching others. When a customer points out your point of view or the shortcomings of the product, he is not really dissatisfied. The customer himself knows that there is no perfect product in this world. He just wants to tell you. How powerful and knowledgeable I am.

We may win the argument with the customer, but we will lose the sale.

All the salesperson has to do is shut up and listen to the customer's different opinions.

Then I agreed with his opinion: "Well, what you said makes sense. All products have flaws. I learned a lot from what you said."

Then put forward your own different opinions, which not only satisfies the customer's vanity, but also achieves your own sales purpose.

The real objections mainly include two aspects: 1. In terms of needs, there are several forms of expression

(1) "It is not needed for the time being, I will call you if I need it. Such an answer may be that our opening remarks did not attract customers, so we need to adjust our words and focus on what our products can bring to them, for example: You see, the Chinese New Year is coming soon,

You The company must provide benefits to employees, and old customers must also maintain good relationships. Employee benefits can improve employees' work enthusiasm, and customer gifts can enhance customer cooperation. You can get huge benefits with little investment, and your business will be better in the coming year. Business is not getting better and better.

(2) "Send a fax/documentation first and come over to take a look, and we'll talk about it then." This kind of answer just leaves an opportunity for us to call next time, so we have to consider it when we call next time. , how to attract customers' attention, don't be too hasty.

(3) For answers like "I still want to consider it"/"We will discuss it further", we are about to find out the true meaning of the customer's "consideration". We can ask: What are you worried about? Okay, I'll go to you with the products and information so that you can have an intuitive understanding.

It is best to schedule an interview to ask the reasons and find solutions.

(4) "We already have a partner." Never belittle the other party's partner at this time. If you belittle your opponent, it is equivalent to belittling your customer, which will be counterproductive.

You can say this: Oh, congratulations first. I don’t know which company you are working with? As colleagues, we may know more about it. Maybe there is something we can do to help you? If the customer is interested, you can analyze the advantages of your competitors.

Then tell the difference of your product to arouse the customer's interest, and then make an appointment to let your customer understand the product. , multiple choices will not cause him any loss.

(5) "I'm very busy now and don't have time to talk to you." For this kind of reply, we can answer the customer like this: It's okay. If it's convenient for you tomorrow afternoon, I will bring the information to visit you. Let’s meet to discuss the details.

If the customer still refuses, tell the customer to send him an email first and make an appointment for the next contact time, giving the customer a buffer period.

2. If you object to the price, communicate on the phone and try to avoid talking about the price. If you have to quote a price, you can quote a rough price and try to quote a range instead of an exact price to facilitate bargaining with the customer. .

8. Make an appointment with the customer for an interview

The ultimate purpose of our phone call is to sell our products, which requires sitting down with the customer for an interview, so the success of the phone call depends on Can you make an appointment with a customer to visit him or her?

Any customer cannot be negotiated with just one phone call. Maybe the appointment is not successful the first time, but we can leave a way out for ourselves. We can say this: Mr. XX, do you think this is good? Well, I will go to you tomorrow afternoon with the products and information...

Oh, you don’t have time tomorrow, so is Wednesday afternoon convenient for you? It won’t take up much of your time. You will be available on Wednesday afternoon When are you available... Okay, see you on Wednesday, I'll call you then.

Once the appointment is successful, the purpose of your call has been achieved. The next thing is to prepare materials and samples and visit the door. This is the real beginning of sales. How to achieve a successful interview is the key to a successful interview. A test of a salesperson's sales ability. Telephone Sales Skills and Words Part 2

Under normal circumstances, it is difficult to achieve unfamiliar sales in one go. A successful transaction can often be divided into three parts: the first phone call and the second follow-up phone call. , the third time the payment was made.

The following nine telephone sales techniques that can easily handle 98% of customers are a detailed introduction to these three major contents.

(The content is excerpted from the WeChat platform sale51, pay attention to learn more telephone sales skills)

Three skills for the first phone call:

Sales secret skill one: let customers Say yes and don’t give the customer a chance to say no.

You can mention your product when you call for the first time, but don’t ask the customer if he needs your product, because the customer will be very wary of you when you call him for the first time. As long as you ask him if he needs it , he will probably answer no need immediately and hang up the phone.

You can ask customers some questions that the answer is yes, and the salesperson asked me: Internet e-commerce has developed rapidly in recent years, right?

Of course I answered the questions correctly, just like this.

Sales Secret Tip 2: At the end of the call, be sure to find a reason for your next follow-up call so that the next call can go smoothly. Each additional communication will increase the chance of closing the deal.

Sales Tip 3: When leaving your mobile phone number for a customer, make sure the other party has recorded it. This way, if the customer really needs it, they can guarantee that they can contact you smoothly.

After the salesperson left me her phone number, she asked me to give her phone number again. Most people would just jot it down casually, or not remember it in a perfunctory way. When she asked, the customer had to remember it. Number.

Follow-up on the second day (already laid the groundwork on the first day)

Five skills for sales on the second day:

Sales secrets Four: True lies

This is the core, the most core part of the sales process.

What is a true lie: A true lie is some fact that can make you associate with the business, but the fact you associate is not the truth.

For example, an advertisement can say: 90% of people who have used this product are very satisfied. In fact, he may only have surveyed 10 people, and nine of them did not say that this product is not good.

Did this merchant lie? No, but what would we understand when we heard this?

Sales secret technique five: Avoid the truth and use the lie.

When your customer asks some questions, and these questions are very fatal, you can avoid his topic and say something that seems relevant.

Many people cannot react.

Sales Tip 6: Create an atmosphere of product scarcity and let your customers cherish the opportunity.

You must not let your customers feel that this product is available anytime and anywhere. You must make them feel that the product is scarce.

Quantities are limited.

Sales Tip 7: Win the understanding and sympathy of customers.

When a customer puts forward some conditions that are not conducive to sales, let the customer know that it is very difficult for you and will cause you losses or harm.

Sales Tip 8: Make the customer feel that the result is very difficult to achieve and make it very difficult for him to achieve his goal, then he will cherish it and eventually make a transaction.

Throughout the whole process, the salesperson emphasized that this was probably impossible to win. Of course, in the end, he was able to win it in a "thrilling" way.

Sales secret tip nine: tactfully urge customers to pay. If they don’t pay, everything will be in vain.

But direct reminders will be offensive.

Look at what the salesperson did: After the remittance, I had to fax her the remittance slip to prove that the remittance was made. She called me and asked me: Hello, Mr. Jiang, are we here? Bian just received a remittance order.

It shows your area code. Is this remittance order yours? Did she really receive this remittance order? Telephone sales Skills and Speech 3

First of all, before making a sales call, prepare what you need to develop customers in the early stage:

1: Give yourself the next daily goal first.

Example: I plan to make 50 effective phone calls today. Once the goal is determined, it must be implemented. I believe this is very helpful for newcomers, especially those who have just graduated, because I myself have been here the same way. .

Two: Understand your own customer groups and find customer information based on your own customer groups.

I think this is very important, but at the moment I don’t know where my own customer base is? Anyway, at the beginning, I mainly focus on training my practical ability and reading the Yellow Pages every day.

There are six ways to do this: 1. Find information online (talent network, manufacturing network, factory network); 2. Yellow Pages; 3. Colleagues and classmates; 4. Relatives and friends; 5. Distribute business cards at trade fairs; 6. Sweep buildings and streets.

Three: Prepare a CRM customer management software.

Use a telephone sales management system or prepare a notebook to record the customer information you have called.

The customers you have contacted are your own customer resources. As a salesperson, you must properly manage your customer sources and formulate tracking plans according to the situation.

After the preparation phase, the operation phase begins.

Generally speaking, the 20 seconds after the call is connected are crucial.

If you can seize these 20 seconds, you may spend up to one minute on your effective opening, which includes:

1. Introduce you and your Company

2. Explain the reason for the call

3. Understand the customer's needs. Explain why the other party should talk to you, or at least be willing to listen to you.

Attract the attention of the customer on the other end of the phone:

Principles for telephone interviews: "hot", "like", "fine", "stable" - (enthusiasm, praise, Streamlined, steady, joyful, affirmative) An appointment does not mean an explanation, it is just an appointment for a time and place; --(short and powerful, no more than 3 minutes) An appointment (content) 7. Tone, tone, emotion 38. Body Action 55: Use a phone script: Benefits - you can be 100% engaged when working and will not go off topic;

Taboos - do not use untruthful words to deceive customers, do not exaggerate or over-praise, and never criticize colleagues.

So I personally think that a novice freight forwarder like me should prepare a phone script before making a call: a phone call draft.

He can help you not to panic and answer customers' questions fluently, because there are always only a few customer questions. The real challenge is yourself! My personal script is being improved...

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I have to attend a trade fair in the afternoon and I don’t have time to write it down. I’ll make up for it later when I have time. Those of you who have had phone experience can also write down your own experiences! Don’t be afraid of what the results will be like? Don’t be afraid of being read.

Because you write it down and show it to everyone so that everyone can understand what you did wrong and what you did well, so it is the hard truth to do it. As long as you do it, you will gain something. The most fearful thing is that you can’t just think about it. Do it!

The following are the necessary knowledge and psychological qualities of a salesperson as well as the essence of answers to some customer questions (I would like to thank the seniors who summarized these experiences):

The necessary things for a salesperson Knowledge and psychological quality: Only by knowing oneself and the enemy can one be able to survive a hundred battles.

1. Enrich your business knowledge:

A. Learning of operating procedures; B. Mastering freight rate knowledge; C. Understanding of ports and countries; D. Dealing with customer requests Resilience to ask questions.

2. Understanding of the company’s business:

A. Understand the company’s strengths and weaknesses.

B. Understand the company’s position in the market and its operating status.

3. Conduct market research:

A. Understand the freight rates of peers; B. Understand the shipowner’s freight rates, shipping schedules, full journey, and destination port agents required by customers. etc.; C. Foresee future market conditions.

. You must have a hard-working spirit:

A. Visit customers frequently and pay attention to efficiency; B. You can select 10 key points to overcome from 100 customers. Find out the customer groups we need.

5. Adjust your mentality:

Positive, optimistic, and upward

There are 13 other telephone sales techniques that customers cannot refuse you:

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1. If the customer says: "I'm not interested.

" Then the telephone salesperson should say: "Yes, I completely understand. Of course you won’t be interested in the information right away. It’s very reasonable and natural to have doubts and questions. Let me explain it to you, what day of the week is appropriate?..."

　2. If the customer says : "I don't have time!" Then the telemarketer should say: "I understand.

I always don't have enough time.

But as long as 3 minutes, you will believe it, This is an issue that is absolutely important to you..."

3. If the customer says: "I am not free now!" the telemarketer should say: "Sir, the American billionaire Rockefeller said that every month Spending one day thinking about money is more important than working for 30 days! We only need 25 minutes! Please set a date,

Choose a time that is convenient for you! I will do it on Monday and Tuesday will be near your company, so I can come and visit you on Monday morning or Tuesday afternoon!"

4. If the customer says: "I am not interested in participating!" then the telephone salesperson should say : "I understand very well, sir, that it is really difficult for you to be interested in something that you don't know what the benefits are.

Because of this, I want to report or explain to you personally.

　Can I come see you on Monday or Tuesday?"

5. If the customer says: "I'll think about it again and call you next week!" then the telemarketer should say: "Welcome You call, sir, do you think it would be easier that way?

Should I call you later on Wednesday afternoon, or do you think Thursday morning would be better?"

6. If the customer says: "How about you please send me the information?" Then the telephone salesperson should say: "Sir, our information is a carefully designed outline and draft, and it must be coordinated with the personnel's instructions, and Each customer needs to be revised according to their personal situation, which is equivalent to tailoring the service.

So it’s best if I come to see you on Monday or Tuesday.

You decide in the morning or in the afternoon. Is it better to wait?"

7. If the customer says: "Sorry, I have no money!" then the telemarketer should say: "Sir, I know that only you know your financial situation best.

However, it would be best for the future to make a comprehensive plan now! Can I come and visit on Monday or Tuesday?” Or say: “I understand.

Yes. After all, there are not many people who have everything. Because of this, we are now starting to choose a method to create the maximum profit with the least capital. Isn’t this the best guarantee for the future? In this regard, I am willing to contribute. Li, can I come to see you next Wednesday or on the weekend?"

8. If the customer says: "At present, we are not sure how the business will develop.

" Then the telephone salesperson should say: "Sir, our marketing has to worry about the future development of this business. You can refer to it first to see what the advantages of our supply plan are and whether it is feasible.

Would it be better for me to come on Monday or Tuesday?"

9. If the customer says: "If I want to make a decision, I have to talk to my partners first!" Then the telemarketer You should say: "I completely understand, sir, when can we discuss it with your partner?"

10. If the client says: "I want to discuss it with my wife first!" Then call The salesperson should say: "Okay, sir, I understand.

Can you ask your wife to come and talk? This weekend, or any day you like?"

11. If the customer says: "We will contact you again! "Then the telemarketer should say: "Sir, maybe you don't have much intention at the moment, but I am still happy to let you know if you can participate in this business.

It will be of great benefit to you!"

12. If the customer says: "After all, do you still want to sell something?" Then the telephone salesperson should say: "I Of course I really want to sell you something, but I will only sell it to you if it can bring you something that you feel is worthy of your expectations.

Should we discuss and study this together? Should I come to see you next Monday? Or do you think it would be better for me to come over on Friday?"

13. If the customer says : “I need to think about it first.

" Then the telephone salesperson should say: "Sir, haven't we already discussed the relevant key points? Let me ask frankly: What are your concerns?"

Telemarketing techniques and techniques seem to be so simple. The key lies in practice.

Maybe you have practiced these telemarketing techniques and techniques, but they ended in failure every time. That is. You are not able to grasp it flexibly. Technology is dead, but people are alive. If you think of a solution, I believe everyone will gain a lot!