Classic telemarketing skills and words 1 sentences (original)

First, to overcome their inner obstacles,

Some people are already worried that the other party will reject them before making a phone call. After being rejected, they don't know how to deal with it, so they can only hang up the phone. Some people even hope that the phone will hang up quickly and no one will answer. They always think from the perspective of the receiver and imagine how he will refuse you. If you think so, it becomes two people rejecting you. Then the phone call will not receive the expected effect. There are several ways to overcome inner obstacles:

(1) Put a good attitude. In sales, it is normal to be rejected. What is abnormal is that no one refuses us. In that case, we don't need to run business. We should have 2% confidence in our own products and services and be very optimistic about the market prospects of our products. It is their loss that others don't use or need our products or services. At the same time, it summarizes several advantages of its own products.

(2) Good at summarizing. We should thank every customer who refuses us. Because we can learn from them why we were rejected. After each call, we should record that they refused our way, and then we are summing up how to solve it if we encounter similar things next time. The purpose of doing this is to let us have enough confidence to solve the common problems again, and we will not be afraid or afraid.

(3) Take some time to study every day. The more you learn, the less you know. The purpose of our study is not to reach a certain height. But to give ourselves enough confidence. Of course, we should study selectively, not learn everything we don't know. Before you make a phone call, you can write down the key words you want to express to your customers on paper, so as to avoid "incoherence" due to nervousness, and it will naturally mature if you make more phone calls.

Second, make clear the purpose of calling customers

The purpose of calling customers is to sell products. Of course, it can't be done by one phone call, but our phone calls should be effective and we can get valuable information. If the person who answers the phone happens to be the person in charge, then we can directly introduce the company's products to him, communicate by telephone, send him product information e-mail, make an appointment to visit, etc. If he is not the person in charge, we must try our best to get the person in charge's name, telephone number and other information, and then contact him to send an e-mail and make an appointment to visit. Therefore, calling customers is not the purpose, what we want is to contact our target customers, get an interview opportunity, and then complete our sales.

Third, the collection of customer resources

Since the purpose is clear, it is a question of who to call. Telemarketing in any industry starts with selecting customers. The key to the success of telemarketing is to find the right target, or to find enough effective potential target customers. If you can't do this, you can't create any good performance at all. In the process of telemarketing, choice is always more important than hard work. Finding the right target at the beginning doesn't mean that you can produce sales performance, but at least you get an opportunity and get a good start.

there are three conditions for selecting customers: 1. there are potential or obvious needs; 2. Have certain economic strength to consume the products you sell; 3. The contact person should have the right to decide and be able to make the final decision. Because our products belong to high-end products, the consumers are mainly middle-and high-income people, public money consumers and celebrities. The industries where these people are mainly concentrated include IT industry, consulting industry, entertainment industry, real estate industry, publishing industry, medicine industry, automobile industry, media industry, communication industry, study abroad agency, civil aviation industry, financial industry, government and institutions, etc. When developing customers, we must collect personal information and corporate procurement of these industries.

4. Communication with the front desk or switchboard

Once the information is collected, it means telephone contact. At this time, you will find that many telephones are the front desk or switchboard of the company, and the person answering the phone is not the target you are looking for, and a large set of sales tactics prepared has been rejected before it is spoken. Then we must find ways to bypass these obstacles and bypass the front desk tactics: 1. Find the name of the boss by the way when looking for information.

2. Prepare more telephones of this company, use different numbers to make calls, and different people will have different reactions when they answer them, so the chances of success are relatively high.

3. Just turn to an extension and ask again (don't press to turn to manual), and you may turn to a salesman or personnel department, so you can avoid the front desk.

4. If you think this customer is very promising, don't give up. You can find another colleague to help you type. By the way, you can test your colleagues, and you can also learn new methods. 5. As their partner, for example, hello, this is XX company. Help me connect with your boss. I sent him a fax yesterday to make sure whether I received it.

6. If you don't know the surname of the person in charge, pretend to know him. For example, ask your manager Wang, "I'm XXX from XX Company. We contacted you about cooperation before. If the answer is that there is no such person, you can say: Oh, that's my mistake. I lost his business card. Please tell me his name and phone number? "

7. Don't leave your name and phone number with the person who answers the phone. If the person in charge is not in or available, just say: Never mind, when is the person in charge usually here? When do you think it's convenient for me to call, or I'll call you back this afternoon? It will be hard for the person who answers the phone to refuse you again.

V. Opening remarks of successful telemarketing

To find your target customers through twists and turns, you must introduce yourself to the company within 3 seconds, arouse customers' interest and make them willing to continue talking. That is, the salesperson should clearly let the customer know the following three things within 3 seconds: 1. Who am I and which company do I represent? 2. What is the purpose of my call to the customer? 3. What are the uses of our products for customers? It's best to express your intention in the shortest and concise sentence in the opening speech, because no one will have the patience to listen to a stranger make a long speech there, and the customer cares about what this phone call is for and what it can bring him. A useless phone call is a waste of time for anyone. For example: Hello, Mr. Zhang, I'm XXX from Morning Fruit Industry Co., Ltd. Our company mainly distributes all kinds of high-grade fruits and dried fruits, as well as gift boxes of dried fruits, red wine and tea oil. Our products can be distributed as employee benefits and holiday gifts, and can also be provided to your customers to maintain your customer relationship. Note: don't always ask customers if they are interested, but help them decide and guide their thinking; Don't flinch and give up immediately in the face of customers' rejection. The most important thing is to make an interview with customers.

VI. Introducing your own products

When introducing products on the phone, we should focus on the key points, highlight the characteristics of our products and attract customers:

VII. Dealing with customers' objections

When introducing products, we will encounter customers' refusals and queries, but we will keep a good attitude, and at the same time, we can come up with some words to deal with them. There are two kinds of customer objections: unreal objections and real objections.

There are several kinds of untrue objections: 1. The customer's habitual refusal. When most people receive a sales call, their first reaction is refusal. This kind of customer will divert his attention. We take the group purchase route, and the products are not sold to him. The role is to improve his employees' work enthusiasm, maintain his customer relationship and bring greater corporate benefits.

2. The customer has emotional objections. When we call the customer, we are not sure whether the customer is in a good mood or not, and it is suitable for communication now. Therefore, we can hear whether the customer is emotional or not from his tone and attitude, and listen to his complaints, which helps him to resolve his fidgety mood. Then in future communication, the customer will also give back to your kindness. Learn to listen, and the telemarketers will have corresponding returns.

3. The customer likes to be a teacher's objection. It is not really dissatisfied that the customer points out your point of view or the shortcomings of the product. The customer himself knows that there is no perfect product in this world, and he just wants to tell you how powerful and knowledgeable he is. We can win the argument with customers, but we will lose the opportunity of sales. What a salesperson has to do is to shut up and listen to the different views of customers. Then I agreed with him: "Well, what you said is very reasonable. What products are flawed. I have learned a lot from listening to you." Then put forward their own different opinions, which not only satisfies the vanity of customers, but also achieves the purpose of their own sales.

The real objection mainly includes two aspects: 1. There are several forms of expression in terms of needs. (1) The answer of "I don't need it for the time being, I will call you if necessary" may be that our opening remarks have not attracted customers, so we need to adjust our words and focus on what our products can bring him. For example, you see that the Chinese New Year is coming soon, and your company will definitely give benefits to employees and old customers. Employee benefits can improve the enthusiasm of employees, and customer gifts can enhance customer cooperation. You can get huge benefits with little investment, and your business will get better and better in the coming year. (2) The answer of "Send a fax/information first, and then talk about it" only leaves us an opportunity to call next time, so we should consider how to attract customers' attention next time, and we should not be too hasty. (3) With the answer of "I'll think about it"/"Let's discuss it again", we will find out the true meaning of the customer's "consideration". You can ask: What are you worried about? Well, I'll go to your place with products and materials, so you can have an intuitive understanding. It's best to have an interview, ask the reason and find a solution. (4) "We already have a partner" At this time, don't belittle each other's partners. If you belittle your opponent, it is equivalent to belittling your customers, and the result is counterproductive. You can say: Oh, congratulations first. I wonder which company you are working with? As a colleague, we may know a little more. What can we do to help you? If the customer is interested, you can analyze the advantages of your opponent, then tell the differences of your products to arouse the customer's interest, and then make an appointment to let your customer know about the products, and multiple choices will not cause him any loss. (5) "I'm busy now, and I don't have time to talk to you." We can answer the customer like this: It doesn't matter. If it's convenient for you tomorrow afternoon, I'll bring the information to visit you, and we'll meet and talk about it in detail. If the customer still refuses, tell the customer to send him an email first, make an appointment for the next contact and give the customer a buffer period.

2. If you object to the price, communicate by telephone and try to avoid talking about the price. If you have to quote the price, you can quote a rough price and try to quote a range instead of an accurate price, which is convenient for bargaining with customers.

8. Make an appointment for a customer interview

The ultimate purpose of our call is to sell our products, which requires sitting down with our customers for an interview, so the success of the call depends on whether we can make an appointment for customers to visit them at home. It's impossible for any customer to make a phone call. Maybe the appointment didn't work out for the first time, but we can leave ourselves a way out. We can say this: Manager XX, look at this. I'll come to your place tomorrow afternoon with products and materials ... Oh, you don't have time tomorrow. Would Wednesday afternoon be convenient for you? It won't take you much time. What time are you free on Wednesday afternoon … OK, see you on Wednesday, and I'll call you then.

If the appointment is successful, the purpose of your call will be achieved. The following things are to prepare materials and samples for home visits, which is the real sales start. How to achieve the success of the interview is the test of a salesperson's sales ability.

Steps of telemarketing

Successful telemarketing generally includes the following steps:

First, greet customers and introduce yourself.

after connecting the phone, you should first say hello to the customer, such as "Good morning (afternoon)" and "Hello, is this Mr. ××?" Wait for the greeting, and then introduce yourself: "Mr. ×××, this is Xiao Zhang from Beijing Times Guanghua Management Training College. Can I bother you for a telephone interview for 5 minutes?" The tone of speech should be warm and polite, so as to get a polite positive answer from the other party.

second, greet and praise and explain your intention.

For example, "I recently had the opportunity to serve your good friend Mr. Zhang and made a reasonable plan for his Internet. In the process of service, he said that you are young and promising, have a successful career, and are very enthusiastic about people. Our company is doing a market survey recently. Can I talk to you in 5 minutes now? "

third, interview invitation.

telemarketing should not rush to promote sales, but should focus on understanding the situation of the other party. You should "introduce" the product, and meeting is the best way. Only by face-to-face interviews with customers can we fully understand each other and fully demonstrate our comprehensive advantages. When asking for an interview, don't forget to offer a time and place, otherwise it will be difficult for the other party to make a decision. Such as: "Let's meet and talk

Fourth, refuse to handle it.

when a prospective customer refuses to make an appointment by telephone, our sales staff should reply with polite words. There are several common refusal to deal with words:

(1) "No, I won't be there then."

I'm sorry, maybe I chose an inappropriate time. I hope to find a convenient time to visit you. Are you free (tomorrow) or (the day after tomorrow)?

(2) "I'm not interested in your products."

Conversation: Because you don't understand the meaning of training, you are not interested. Please give me a chance to make you interested, which is why I want to visit you. Are you at work (tomorrow) or (the day after tomorrow)?

(3) "I am very busy and have no time."

Conversation: I know you are busy with official business, so I called in advance to ask your advice, so as not to call in rashly and hinder your work. So, would it be better to make an appointment (tomorrow) or (the day after tomorrow)?

(4) "Please send me the information and let me have a look first."

Conversation: That's ok, but you are so busy that reading these materials will take up too much of your time. Why don't I help you study and consider them together? Do you think (tomorrow) or (the day after tomorrow) is more appropriate?

(5) "Our company is small, and we don't have the ability to build websites yet."

dialogue: you're welcome, sir. Today, when I call, I don't necessarily want you to buy a website for you; It's about getting to know each other and being friends. It's the same when you think you need a website in the future. If it's convenient (tomorrow) or (the day after tomorrow), I'll introduce it to you. It's too much.