Classic telemarketing skills and vocabulary 100 sentence (original)

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, you will be rejected by two people. Then the phone will not receive the expected effect. There are several ways to overcome inner obstacles:

(1) Keep a good attitude. In sales, rejection is normal. What is abnormal is that no one refuses us. In that case, we don't need to run business. Have 200% confidence in your products and services, and 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 sum up how to solve similar problems next time. The purpose of doing this is to make us confident enough 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 our study 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 type more, 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 our phone call should be effective and 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 emails, and make an appointment to visit. If he is not the person in charge, he must try his best 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, what we want is to contact our target customers, get interview opportunities, 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 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 generate sales performance, but at least you get an opportunity and get a good start.

There are three conditions for selecting customers: 1, 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. Because our products belong to high-end products, the consumers are mainly middle-and high-income people, public money consumers and celebrities. These people are mainly concentrated in 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. When developing customers, we must collect personal information and corporate procurement in these industries.

Four, the front desk or switchboard communication

After the information is collected, it is the 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. A large set of sales speech prepared was rejected before it was said. We must find ways to bypass these obstacles and the front desk speech: 1. Look for the boss's name when looking for information, and look for the boss directly when calling.

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, test your colleagues and learn new methods by the way.

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 in? 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. 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 dried fruit gift boxes, 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; In the face of customer rejection, don't back down and don't give up immediately. The most important thing is to have an interview with the customer.

6. Introduce your own products

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

Seven, deal with customer objections.

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

There are several kinds of untrue objections: 1. A customer's habitual refusal. Most people receive a sales call, and their first reaction is to refuse. This kind of customer will divert his attention. We take the group purchase route and don't sell the products to him. The function is to improve the work 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.

The real objection mainly includes two aspects: 1 and demand. There are several expressions (1): "I don't need it for the time being, I'll call you if necessary." The answer may be that our opening remarks didn't attract customers, so we should adjust our words and focus on what our products can bring him. For example, if you see that the Chinese New Year is coming soon, your company will definitely give benefits to its employees. Employee benefits can improve the enthusiasm of employees, and customer gifts can enhance customer cooperation. You can get huge profits with little investment, and your business will get better and better in the coming year. (2) The answer of "Send a fax/information first, 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) Use the answer of "I'll think about it"/"Let's discuss it again" to 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 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: Never mind, if it's convenient for you tomorrow afternoon, I'll visit you with the information, and we'll discuss 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.

If the appointment is successful, the purpose of your call will be 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.

Steps of telemarketing

Successful telemarketing generally has the following steps:

First, greet customers and introduce yourself.

After connecting the phone, you should say hello to the customer first, such as "Good morning (afternoon)" and "Hello, who's calling?" After greeting, introduce yourself: "Mr XXX, I'm Xiao Zhang from Beijing Times Guanghua Management Training College. Can you please telephone interview for 5 minutes? " Speak in a warm and polite tone, so as to get a polite and affirmative 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 market research recently. Can I talk to you for five minutes now? "

Third, the interview invitation.

Don't rush to sell by telephone, but pay attention to understanding each other's situation. Meeting is the best way for you to "introduce" the product. 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 mention a time and place, otherwise it will be difficult for the other party to make a decision. Let's meet and talk.

Fourth, refuse to deal with it.

When a potential customer refuses a telephone interview, our sales staff should answer politely. There are several common refusal words:

(1) "No, I wasn't 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."

Dialogue: I'm not interested because I don't understand the meaning of training. Please give me an opportunity to interest you, 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 for your advice, so as not to call in rashly and interfere with your work. So, is it better to make an appointment (tomorrow) or (the day after tomorrow)?

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

Dialogue: It doesn't matter, but you are too busy. Reading these materials will take up too much of your time. Why don't I help you think about it together? Do you think (tomorrow) or (the day after tomorrow) is more suitable?

(5) "Our company is small and does not have the ability to build websites."

Dialogue: You're welcome, sir. I don't have to ask you to buy you a website when I call today; But to get to know each other and be friends. It's the same when you think you need a website in the future. If it is convenient (tomorrow) or (the day after tomorrow), I'll introduce it to you. It's good to know more about the Internet.

(6) "I have a friend who is also in an Internet company."

Dialogue: Your friend works in an Internet company, so you must know something about the Internet. But you don't have to buy a website from a friend, but it depends on whether the salesman is professional enough. Can you design the best Internet solution for you and give me a chance to try? If you are not satisfied, you can refuse me generously without affecting your feelings. Are you free (tomorrow) or (the day after tomorrow)?

Opening remarks on telemarketing skills

Opening remarks or greetings are the first words that telemarketers say 30 seconds before talking to customers. This can be said to be the customer's first impression of telemarketers. Although we often say not to judge a person by his first impression, our customers often judge telemarketers by their first impression! If the first impression is relatively unimportant for large-scale sales projects, then in telephone sales, the first impression is the key factor to determine whether the phone can go on.

At this stage, if the salesperson calls the customer voluntarily, his/her opening remarks are very important; If the customer calls the salesperson voluntarily, his/her greeting is very important.

The five elements of the opening remarks Generally speaking, the opening remarks will include the following five parts:

For example: "Hello! I'm Chen Zhiliang from Tiandi Sales Training Company. A friend of yours, Wang (pause) suggested that I call you (if someone introduced me). I don't know if you have contacted Tiandi Company before. Tiandi Sales Training Company is the only professional service company in China that focuses on the performance growth of sales staff. I'm calling you mainly because you, as the person in charge of the sales company, must also be very concerned about ways to improve the sales staff's performance. So, I want to talk to you briefly by phone (pause). Is it convenient for you to call now? I want to ask you a few questions (pause or ask questions). How do you conduct sales training now? "

From the above sentence, can you tell which ones correspond to the five factors in the opening remarks?

Three effects to be achieved by excellent opening remarks

A good prologue can best achieve three effects:

Attract customers' attention

Establish a harmonious relationship

Build relationships with the products you sell.

During the training, a question that students often ask is: How to avoid customers from hanging up as soon as they pick up the phone? Then, I also want to ask you this question: how can we avoid it to the maximum extent? This situation has something to do with customers, and of course it has something to do with telemarketers. We look for reasons from telemarketers and analyze their opening remarks, and find that the opening remarks can hardly attract customers' attention and establish a harmonious relationship. Therefore, to avoid this situation to the greatest extent, we must pay attention to whether the opening remarks attract the attention of customers and establish a harmonious relationship.

Attract customers' attention

One of the main goals of the opening remarks is to attract the attention of the other party, arouse his interest and let him continue to communicate with you by phone. It is one of the common ways to attract the attention of customers to state the value in the opening remarks. The so-called value is that you should let the customer know that you can help him in some ways. The study found that nothing can attract customers' attention more than value. It is not easy to state the value. You should not only study the general value of the products or services you sell, but also study where the value is for your customers, because the same products and services have different values for different people.

As for the telemarketing behaviors aimed at end users in the telecom industry and financial industry, we find that it is a common method to attract customers' attention by using various offers at the beginning of the phone, such as "There is a special offer recently …", "Get it for free …", "You only need 7 yuan money to get the service you used to need in 22 yuan …" and so on. Once, I received a phone call from a sales representative of a telecom operator in the office: "Hello! Mr. Zhang, this is * * * from * * Company. I know your long-distance phone bill is relatively high. If we can halve your long-distance telephone bill, I wonder if you are interested? " I said, "Yeah, what can you do?" The sales representative caught my attention at once. She said: "Our company's IP phone cards are on sale. You buy an IP phone card from 500 yuan, and we will give you a 400 yuan, which basically saves half. Look, if you think it's helpful, when shall I arrange for someone to deliver it to you? " (She still has a strong sense of promotion) Later, I refused, but she made the business. At least half of the credit for the success of this single business comes from her opening remarks, which emphasize the benefits to customers with the "interest law".

In addition, there are ways to attract each other's attention:

State the differences between enterprises, such as "maximum" and "unique";

Talking about the companies in the same industry that have just served him, such as "We have just provided sales training service for XXX recently, and they are very satisfied with the service, so I think it may be helpful to you";

Talk about topics he is familiar with, such as "I saw an article you wrote in the newspaper recently";

Praise him, such as "I heard from your colleague that you have a lot of research in XXX field, so I also want to communicate with you";

Cause him to scream at something, such as "many people think that telemarketing is an effective sales method, and I don't know what you think (if you know that he agrees with this)";

Sometimes the voice of a telemarketer can attract the other party.

What other ways do you think can attract customers' attention?

Establish a harmonious relationship

In terms of communication skills, we will focus on building harmonious relationships. Let's talk about this link briefly first. On the phone, as soon as we speak, we must establish a harmonious relationship with our customers. So, what can help us build a harmonious relationship with our customers? There are at least two: voice appeal and polite language. Regarding polite expressions, this link is often used as: "Is it convenient for you to make a phone call now?" But in practical work, a telemarketer asked me this question: "Teacher Zhang, I didn't ask the customer if it was convenient to make a phone call, but when I asked this sentence later, basically many customers would say it was inconvenient, so I had to wait for the time." Is it possible not to ask this sentence? ".Later, after listening to their telephone recordings, I found another phenomenon: when some telemarketers ask if it is convenient for the other party, the other party will not talk about it, while when some telemarketers ask this question, basically 1000% of customers will say: Yes. What's the difference between them? I found that the biggest difference lies in the appeal of sound. The voice appeal of the former is basically not as strong as that of the latter, so the key is not whether to ask "is it convenient for you now?" ",but the telemarketers themselves. At that time, my advice to them was that the first batch of telemarketers should improve their voice appeal as much as possible. At the same time, the polite language can be changed to: "I'm sorry to call you now." Instead of "Is it convenient for you to call now? ",then the situation has changed a lot.

In any case, try to confirm the feasibility of the other party's time in the opening remarks or apologize for disturbing the other party by calling, for example, "I'm sorry to call you at this time." , so as to establish a harmonious relationship with customers from the beginning, which is conducive to telephone calls.

Associated with the product being sold.

This is especially suitable for purely sales-oriented opening remarks. The purpose is to let customers know that we are selling a certain product and avoid wasting time. I believe many telemarketers talked with customers for a long time on the phone, and customers suddenly asked, "What do you want to call me for?" If you have encountered a similar situation, let's cut to the chase. Everyone's time is precious. Don't be afraid of being rejected, because this customer has rejected you, and there will be another customer, right?

Typical opening example

B2B, business-to-business telemarketing:

"hello! Manager Chen, this is * * * from * * Company. I am sorry to call you now. Well, IT says that you are the head of the IT system of the whole company and have a lot of experience in IT. And our company has just had a promotion from a company like yours recently, which is very favorable. Now that the cost performance is very high, it may be helpful to think about how you happened to have a computer to buy recently. I wonder if it is appropriate for me to give you a brief introduction? "

Analysis: In this kind of opening remarks, the telemarketers established a harmonious relationship with customers by praising and asking whether the timing was appropriate, and at the same time attracted customers' attention by using other third-party introductions and preferential activities. There is also a direct way to say that selling computers and establishing relationships with products. On the whole, it's a good opening remarks. The purpose of this opening speech is clear: to find customers who have recent purchase plans. Some telemarketers worry that this is too direct, especially those who are relationship-oriented. If so, the opening remarks can also be changed to:

"hello! Manager Chen, this is * * * from * * Company. I am sorry to call you now. Well, * * of your company mentioned that your company has been using * *' s computer. So, first of all, thank you for your support to XX Company. The main reason for calling you is to listen to your suggestions to us and see what we can do to improve it in the future so as to serve you better (pause). What do you think of the service of * * company? "

B2C, telemarketing from enterprises to final consumers;

"Hello, Mr. Chen! Sorry to call you at this hour. When I was chatting with a friend of yours the other day, he mentioned that our recently launched ADSL offer might be suitable for you, and suggested that I contact you. I promise to call you (pause). I wonder if I can take two minutes to give you a brief introduction? "

"Hello, Mr. Chen! I'm … I'm calling to thank you today, because your phone bill has exceeded 150 yuan in the past month. Thank you for your support to Telecom! In order to thank you, I have the responsibility to tell you the latest preferential scheme of the telecom company for important customers like you ... "

"hello! Mr. Chen, this is China Mobile's external group. I am sorry to call you now. Is it convenient for you now? Thanks, that's right. Recently we have launched a series of preferential activities. I looked at your phone bill and thought some would suit you. So, I want to give you a brief introduction and see if I can help you reduce your phone bill (pause). "

Note: One problem that needs to be explained here is that the opening remarks vary greatly according to different purposes and different target customers. The content discussed here is for your reference only and may not be suitable for your own industry. I suggest that you design an opening speech that suits your own style and characteristics according to your own industry and your own telephone purpose and goal.

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