Telephone sales techniques and techniques

Telephone sales have become a popular sales method in modern times. Everyone knows how to pick up the phone, but how to communicate well with the other party over the phone and achieve sales intentions is not a simple matter. The following are the telemarketing techniques and techniques I have collected and compiled for you. I hope it will be helpful to you. Welcome to read and learn!

Collection of customer resources

Now that the purpose is clear, it is a question of who to call. Telemarketing in any industry starts with selecting customers. The key to successful telemarketing The key is to find the right target, or to find enough effective potential target customers. If you can't even do this, you won't 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.

To choose a customer, you must meet three conditions: 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, and automobile industry. industries, media industry, communications industry, study abroad agencies, civil aviation industry, financial industry, government institutions, etc. When developing customers, we must collect personal information from these industries, corporate purchasing personnel, and government department labor union purchasing personnel. .

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 one you are looking for. Target, we have prepared a large set of sales skills and were turned away before we even spoke. Then we have to find a way to bypass these obstacles and bypass the sales skills at the front desk: 1. When looking for information, find the name of the boss by the way. , when making a phone call, go directly to the boss. 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 for 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

< p> 5. As their partner, for example: Hello, this is XX company. Help me pick up your boss. Yesterday I sent him a fax and wanted to confirm whether 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. We have contacted you before to discuss cooperation. If you answer that there is no such person, you can Said: Oh, I remembered it wrong. I lost his business card. Please tell me his last name and phone number?"

7. Don't leave your name and phone number with the person who answers the phone. people. 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 is convenient for me to call you? How about I call you in the afternoon? This will make it difficult for the person who answers the phone to refuse. You got it.

To overcome their own inner obstacles,

Some people are already worried about the other party rejecting 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, or even Some people 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 calls you make will not have the desired effect. There are several ways to overcome inner obstacles:

(1) Set the right attitude. When making sales, it is normal to be rejected. What is abnormal is that no one rejects us. In that case, we would not be required 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 don’t use or need our products or services, it’s their loss.

At the same time, we summarized several advantages of our products.

(2) Be good at summarizing. We should be grateful to every customer who rejects us. Because we can learn from them about why we get 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 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 call, the more mature you will become.

Clear the purpose of the call

The purpose of calling customers is to sell products. Of course, it cannot be done with just one phone call, but our calls must be effective. , can get valuable information to 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 him, communicate over the phone, send him product information emails, make appointments for visits, etc. If he is not the person in charge, we must find a way to obtain the person in charge's name, Phone number and other information, then contact them by email and make an appointment for a visit. Therefore, 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.

Handling customer objections

When introducing products, we will encounter rejections and doubts from customers, but we maintain a good attitude and can come up with solutions to the rejections and doubts raised by customers. words. 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 taking the group buying route. The products are not sold to him or her, but the function is to improve the work enthusiasm of his employees, maintain his customer relationships, 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 from the customer's tone and attitude whether he is emotional, listen to his complaints, and help him resolve his irritable mood. Then in future communications, the customer will also respond to your kindness. Learn to listen, call Salespeople will be rewarded 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 can win the argument with the customer, but we 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) An answer such as "No need for the time being, I will call you if necessary" may It’s because our opening remarks didn’t attract customers, so we have to adjust our words and focus on what our products can bring to them. For example: Look, the Chinese New Year is coming soon. Your company must provide benefits to employees and maintain old customers. Relationships, employee benefits can improve employee work enthusiasm, customer gifts can enhance customer cooperation, you can get huge benefits with a small investment, and your business will get better and better in the coming year. (2) An answer like "Send a fax/information first and let's talk about it later" only leaves an opportunity for us to call next time. Then we have to consider how to attract the customer's attention the next time we call. Okay, don't be too hasty.

(3) For answers like "I still want to consider it"/"Let's discuss it further", we are about to find out the true meaning of the customer's "consideration". We can ask: Which aspect are you worried about? That's good, I will take it with you The products and information go to you so that you can have an intuitive understanding. It is best to schedule an interview to find out 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 peers, we may know more about it. Maybe there is something we can do to help you? If the customer is interested, you can give us Analyze the advantages of your opponent, then tell the difference of your product to arouse customer interest, and then make an appointment to let your customer understand the product. Multiple choices will not cause any loss to him. (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 doesn't matter. If it is convenient for you tomorrow afternoon, I will bring the information to visit you and we will 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. .

Make an appointment with a customer for an interview

The ultimate purpose of our phone calls is to sell our products, which requires sitting down and interviewing with customers, so the success of the phone call depends on whether we can Make appointments with customers to visit them. Any customer cannot be negotiated with just one phone call. Maybe the first appointment is not successful, but we can leave a way out for ourselves. We can say this: Mr. XX, what do you think of this? I will take it with you tomorrow afternoon. The products and information will be sent to you... Oh, you don't have time tomorrow. Is it convenient for you to see Wednesday afternoon? It won't take up much of your time. When will you be free on Wednesday afternoon... Okay, see you on Wednesday. I'll be there. Call you when the time comes.

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.

A successful opening statement for telephone sales

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 to continue talking. Go down. 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 my call to the customer? 3. My company’s products are suitable for What is the purpose of the customer? It is best to use the shortest and most concise sentence to express your intention in the opening statement, because no one will have the patience to listen to a stranger making a long speech there, and the customer is concerned about what the phone is for and what it can bring to him. What, a useless phone call is a waste of time for anyone. 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 them decide and guide their thinking. Don’t immediately shrink back or give up when faced with a customer’s rejection. The most important thing is to schedule an interview with the customer.

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. We use our distribution advantages You can consume in the form of a membership card. You can’t finish the consumption at one time. You can swipe the card several times for delivery and recharge. You can give it to customers as gifts, which is convenient and practical. Customers only need to make a phone call and we will deliver the products to their homes, saving money. When your customers are out shopping, and 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 employees feel that the company cares about them. It is definitely Needless to say, improve work enthusiasm and work efficiency!!

3. Gift box advantages Our high-end gift boxes contain red wine, camellia oil, and various dried fruits. They can be used as high-end gifts for customers. It can be used to visit relatives and friends, and you can choose different gift boxes according to your own 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.

Cold call sales skills and words:

Three tips for the first call:

Sales secret tip 1: Let the customer say yes, don’t give the customer no. opportunity.

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 with positive answers, and the salesperson asked me: Internet e-commerce has developed rapidly in recent years, right? Of course I answered the right questions, 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 something that can make you associate facts that are beneficial to the business, but the facts you associate with them are not facts. 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 businessman lie? No, but what do we understand when we hear 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 can be off-putting.

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, which shows your area code. Is this remittance order yours? Did she really receive this remittance order?