Experience of customer return visit of decoration company (3)

1, to temper the content of the phone, don't call without content that can fully attract customers.

2. memorize the contents of the phone call, and don't have any difficult questions in communication with customers.

3. We should adjust our mentality and expression, make all preparations for telephone recording, and start telemarketing with the best attitude.

Third, the taboo of telemarketing

1, don't put it on speaker.

2. Don't answer the phone lying down or in an indecent posture.

3. Don't answer the phone while eating.

4. Don't let the phone ring for a long time before answering the phone (the phone rings twice)

5. Don't talk about specific business (the phone is only used to make an appointment).

6. Don't ruin your phone credit (be sure to call on time).

7. Don't ask, "Are you the owner of the community?" "Do you have a house in the * * community?"

8. Don't ask, "Did you fix your home decoration?"

9. Don't ask "What do you think?"

10, don't say "nothing" (say goodbye)

Four. Case description

Yida: Hello, I am a client consultant of Yida Decoration Company. My family name is *. Are you planning to decorate the house in the * * * community recently?

Customer: 1. No decoration. A customer may say "I'm busy now" and then hang up directly. You can adjust your mood and continue to call the next customer. The customer may say something like "I'm in a meeting", so you should say "Sorry to bother you, goodbye!" )

2. When the customer says that there is no decoration/renovation plan at present, you should ask:

Yida: When are you going to decorate it?

Customer: I don't know. I have no plans at present. (at this time, you need to distinguish between customers.

Because why not decorate, because this house is used for investment or self-occupation. There are guests, too

The residents said there was a plan, but they had no money to decorate it. Then you can invite customers to the company first.

Yes, and then wait until the renovation plan comes out. Then you need insurance.

Keep in touch. )

Yida: So will you decorate this year?

Customer: I don't have this plan yet. There are no plans at present.

Yida: (If the customer has a good attitude and a gentle tone) Hehe, you can come to our company and have a look. It is helpful for your future decoration. (You can tell them which communities you have worked in)

5. Customer: I don't have this plan yet. There are no plans at present.

Yida: (If the customer's tone is blunt and impatient. Then be reasonable and don't bother him at this time. Sorry to bother you, have a nice life, goodbye!

6. Customer: It will be renovated in the second half/two months.

Yida: I'll contact you then. You are welcome to visit our company and get to know us when you are free. Our company is at the intersection of Mingguang Road and Fengcheng No.9 Road to the north150m.

Customer: OK, I'll go to (your company).

Yida: Sorry to bother you. I wish you a happy day. Goodbye!

Customer: I'm not sure yet. I will contact you when I need it.

Yida: Welcome to visit our company and get to know us when you are free. join

Take an examination of the model house made by our company. Excuse me, have a nice day. Bye!

8. At present, our company has done a lot of construction sites in the residential area of * *, and there are several sets being done now. Look at you.

When do you have time to visit our company? The design, construction and management of our company are in place. You can go to our company to learn something first.

Guest: I haven't been in space recently (customers who need to decorate)

Yida: Then when are you free?

Customer: It will be available around the weekend (customers who need to decorate)

Yida: Then I'll contact you on Friday afternoon to confirm the time. Guest: OK. (Confirm the time of our meeting)

Yida: Then I'm sorry to bother you. I wish you a happy day. Goodbye!

Yida: Then when are you free?

Customer: I'm very busy recently. I don't know when I will have time.

Yida: Otherwise, are you free after work at night, or when?

What do you say we go to your house and talk first?

Guest: Let's talk about it when I'm free.

Yida: OK, I'll contact you in a couple of days, OK?

Yida: Otherwise, are you free after work at night, or when?

What do you say we go to your house and talk first?

G: I have two hours tomorrow afternoon.

Yida: Then I'll talk to you tomorrow afternoon. What time is it in the afternoon? Where is it?

About the decoration price:

The area used for decoration is the interior construction area, not the construction area, so when the customer tells you how many square meters the house is, ask clearly whether it is the construction area or the interior construction area. one

Generally speaking, for the mid-range modern style, the labor cost is calculated according to the project, not according to the room area.

Q: How much does it cost to build my house?

Answer 1: "The materials, things and techniques used in each house are different, depending on your design scheme and materials."

Answer 2: "For example, if the same set of three rooms is modern, the cost is different from that of Chinese style and European style. In general, we still have to finalize the design plan to know how much it will cost to decorate this house. "

Q: I am a modern style and medium-grade material, so according to the house you made before, how much is it?

What is the area of your house?

General customers will tell you an approximate area, such as 120 square meters. Then you have to ask whether this is the building area or the indoor area. If it is the building area, ask the customer whether the building is a high-rise building with elevators, a small high-rise building or a multi-storey building without elevators. Because the occupancy rate of buildings with elevators is different from that without elevators. Generally, the occupancy rate of elevators is about 80-85%, and the occupancy rate of elevators is 85-90%. Therefore, if it is with an elevator, the interior area can be calculated according to 80% of the construction area; If it is a multi-storey building without elevators, then the room rate will be calculated according to 85%. When calculating the interior construction area according to the occupancy rate, for example, the interior area is 100 square meter, we can tell customers that we have all-inclusive and semi-inclusive forms.

When the customer knows an approximate price, you can tell the customer according to the summary table of the site renovated by the company. What is the half-package price of a house in the same area as him?

Telemarketing training

A good telemarketer can only be formed after a lot of training. Therefore, we should strengthen our telephone training:

First, it is the training of basic telephone skills. Through the usual accumulation, you should train yourself with good sound quality, appropriate volume, appropriate tone and speed, as well as your good expression and mentality.

Second, take part in more telemarketing simulation training, and make your basic telephone skills reach the best through practical telephone drills with friends and colleagues.

Third, overcome fear, make more phone calls, and accumulate your own telemarketing skills through long-term real telemarketing practice.

Customer Return Visit of Decoration Company [3]

Prologue: Hello! I am the customer service representative of XX Decoration Co., Ltd. My name is XX. Is this Ms./Mr. XX?

A. Convenience: In order to improve your satisfaction and serve you better, I will do it for you now.

Return visit.

B, inconvenient: When is the best time to call you? (writes down the time), no.

Sorry to bother you, thank you! , goodbye.

First of all, I would like to express my heartfelt thanks to you for choosing our decoration.

First visit: the deposit has been paid.

Dear customer: Hello! Thank you for your trust and support to XX Decoration Company! I chose XX, which means I chose the best design and the most sincere service. XX Decoration Company adheres to its commitment to you and wins our further trust with its real service!

Conclusion: I am glad that you can take the precious time to accept our return visit, and at the same time send sincere wishes (happy weekend/holiday)!

The second return visit: the signing begins.

The third return visit: the end of the concealed work

Conclusion: I am glad that you can take the precious time to accept our return visit, and at the same time send sincere wishes (happy weekend/holiday)!