Real estate telemarketing skills and words?

First of all, we must overcome our inner obstacles.

Some people call because they are worried that the other party will refuse. After being rejected, they didn't know what to do, so they just hung up. Some people even hope that the phone will hang up soon 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 who refuse. Then the phone will not receive the expected effect. There are several ways to overcome inner obstacles:

1) Take a good attitude. In sales, rejection is normal. What is abnormal is that no one refuses us. In that case, there is no need to run business. If you want to have 200% confidence in your products and services, you must be very optimistic about the market prospects of your 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) Be good at summarizing. We should thank every customer who refuses us. Because we can learn from them why we are rejected. After each call, we should record the way they rejected us, and then we will summarize how to solve it next time we encounter similar things. The purpose of doing this is to have enough confidence to solve common problems again, without fear or fear.

(3) Take a little time to study every day. The more you learn, the less you know. The purpose of learning is not to reach a certain height. But give yourself enough confidence. Of course, learn selectively, and don't learn everything you don't know. Before making a phone call, you can write down the key words you want to express to your customers on paper to avoid being "incoherent" because of nervousness. If you make more phone calls, you will naturally mature.

Second, make clear the purpose of calling.

The purpose of calling customers is to promote products. Of course, it can't be done by a phone call, but the phone call should be effective and can get valuable information for us. If the person who answers the phone happens to be the person in charge, you can directly introduce the company's products to him, communicate by telephone, send him product information emails, and make an appointment to visit. If he is not the person in charge, you should try to get the name, telephone number and other information of the person in charge, and then contact him to send an email and make an appointment to visit. Therefore, calling customers is not the purpose, but to contact the target customers, get an interview, and then complete the 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 lies in finding the right target, or finding enough effective potential target customers. If you can't even do this, then you can't create any good performance at all. In the process of telemarketing, choice is always more important than effort. 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, with potential or obvious demand;

2. Have a certain economic strength to consume the products you sell;

3. The contact person should have the decision-making power and be able to make the final decision.

Four, the front desk or switchboard communication

Data collection is good, that is, telephone contact. At this time, you will find that many calls are made by the company's front desk or switchboard, and the person who answers the phone is not the person you are looking for. You haven't said a lot of prepared sales words, so you must find a way to bypass these obstacles and the front desk words:

1. Look for the boss's name when looking for information. When you make a phone call, go directly to the boss. If the other person asks who you are, you can say that you are a customer or a friend, so you have a greater chance of finding it.

2. Prepare more telephones of this company, make calls with different numbers, and different people will have different reactions when answering them, so the chances of success are higher.

3. Just turn to the extension and ask again (don't press 0 to turn to manual), and you may turn to the salesman or the personnel department, so you can avoid the front desk.

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

As their partners, for example: Hello, this is XX Company, please put me through to your boss. I sent him a fax yesterday to make sure whether I received it.

6. I don't know the surname of the person in charge, but pretend to know him. For example, I'm looking for your manager Wang. "I am XXX of XX company. I have contacted before to talk about cooperation. If the answer is that there is no such person, you can say: Oh, that's my fault. I lost his business card. Please tell me his name and telephone 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 is convenient for me to call, or I'll call you back this afternoon? It's hard for the person who answers the phone to refuse you again.

Verb (abbreviation of verb) is the prologue of successful telemarketing.

In order to find your target customers, you must introduce yourself to the company within 30 seconds, arouse customers' interest and make them willing to continue chatting. That is, the salesperson should clearly let the customer know the following three things within 30 seconds: 1, who am I and which company do I represent? 2. What's the purpose of my calling the customer? 3. What's the use of our products for customers? It's best to express your intention in the shortest sentence in the opening remarks, because no one will have the patience to listen to a stranger's long speech there. What the customer cares about is what this call is for and what it can bring him. A useless phone call is a waste of time for anyone.

6. Introduce your own products

When introducing products on the phone, we should grasp the key points, highlight the characteristics of our products, and attract customers: for example, the surrounding environment of the house is good, the traffic is developed, and the price is appropriate.

Seven, deal with customer objections.

When introducing products, you will encounter customers' rejection and query, but you should keep a good attitude and come up with words to deal with customers' rejection and query. There are two kinds of customer objections: untrue objections and real objections.

(1) There are several untrue objections:

1, the customer's habitual refusal, most people receive a sales call, the first reaction is to refuse. This kind of customer will divert his attention. We take the route of group purchase, and the products are not sold to him. The function is to improve the enthusiasm of his employees, maintain his customer relationship and bring greater enterprise benefits.

2. Customer's emotional objection. When we call our customers, we don't know whether they are in a good mood or a bad mood. Now it is suitable for communication. Therefore, we can hear whether the customer is emotional or not from his tone and attitude, and listen to his complaints, which will help him to resolve his irritability. Then in the future communication, customers will also give back your kindness. Learn to listen, and telemarketers will be rewarded accordingly.

3. The client is good at being a teacher's objection. The customer points out that your opinion or product is not really dissatisfied. Customers themselves know that there is no perfect product in this world. 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 to sell. What a salesperson should do is to shut up and listen to the different opinions of customers. Then I agreed with him: "Well, what you said is very reasonable. What products are defective in some ways. Listening to you, I have learned a lot. " Then I put forward my own different opinions, which not only satisfied the vanity of customers, but also achieved the purpose of my own sales.

(2) The real objection mainly includes two aspects:

1, there are several forms of demand.

(1) The answer to "I don't need it for the time being, I'll call you if I need it" may be that our opening remarks didn't attract customers, so we need to adjust our words and focus on what our products can bring him. For example, the Chinese New Year is coming soon, and your company will definitely give employees benefits, and old customers should also maintain good relations. Employee benefits can improve employees' work enthusiasm, and customer gifts can enhance customer cooperation. you

(2) The answer of "send a fax and information first, and then talk" only leaves us an opportunity to call next time, so we should consider how to attract customers' attention next time, and we should not rush into it. (3) Answers like "I'll think about it" and "We'll discuss it later" will help us find out the true meaning of "consideration" of customers. 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 clearly and find a way to solve it.

(4) "We already have a partner" At this time, don't belittle each other's partner. If you belittle your opponent, it is equivalent to belittling your customer, and the result is counterproductive. You can say: Oh, congratulations first. I want to know which company you work for. As colleagues, 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 product to arouse the customer's interest, and then make an appointment to let your customer know about the product, and multiple choices will not cause him any loss.

(5) "I am very busy now, and I have no 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 visit you with the information, and we'll talk about it in detail when we meet. If the customer still refuses, tell the customer to email him first, make an appointment for the next contact, and give the customer a buffer period.

2. Oppose the price, communicate by telephone, 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 an interval instead of an accurate price to facilitate bargaining with customers.

Eight, about customer interviews

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

After the appointment was successful, the purpose of the call was achieved. The next thing is to prepare materials and samples for home visits. This is the real beginning of sales. How to succeed in the interview is a test of a salesperson's sales ability.