What's the difference between outgoing call system and SMS group sending?

The so-called outbound call means that 10086 takes the initiative to call the customer, which is relative to the phone call from the customer. The purpose of general outbound call is to recommend new business to customers, which is equivalent to the combination of telemarketing and customer service. On the one hand, the outbound customers are all selected target customers, and the recommended packages are all in line with his spending power for customers to consider; On the other hand, recommending business to promote sales needs to be clearly explained to customers and obtained the consent of customers, which is also for the consideration of the company. Therefore, it is equivalent to changing customers' consumption habits in promotion. When selling business products, outbound calls also require marketing skills. At the same time, because of the characteristics of outbound calls, it is different from telemarketing. For example, while selling business, outgoing calls can complete business acceptance on the phone, and the role of telephone sales calls is often only a pre-war preparation, and it is necessary to meet and discuss in order to truly achieve the purpose of handling. This paper only takes my call content (recommending Shenzhouxing gold card users to upgrade to Shenzhouxing citizen card color ring back tone package, the script is attached) as an example to illustrate some simple telemarketing skills involved in calling. Background: This business product is like this. The target customer is the Shenzhouxing gold card user of the mobile company. The function fee of this card is about 10 yuan. Make a local call to 0.2 yuan in Nanjing/min, and answer the phone for 500 minutes free of charge. If it exceeds 500 minutes, it will be charged according to online 0.4 yuan/minute and online 0.6 yuan/minute. Other businesses are opened separately. What we want to recommend to our customers is the CRBT package of Shenzhouxing Citizen Card, and the monthly function fee is 6 yuan. However, the CRBT service in 5 yuan must be bundled, and the local call charge in Nanjing is still 0.2 yuan/minute, and 500 minutes of answering the call is free. After 500 minutes, charge according to 0.2 yuan/minute, and give away the "SMS Call" service for free (single opening value 1 yuan/month). The purpose of mobile company is to tap the potential market demand of CRBT. The monthly service fee for color ring tones is actually nothing. The key point is that people will download some paid color ring tones online after opening up, which is an undeveloped gold mine for record companies and mobile industry operators. Once a "mouse loves rice" ringtone made mobile operators make a net profit of 50 million yuan, but ringtones generally have a service life, and new ringtones need to be downloaded after the expiration, which will undoubtedly make more money than ringtones. Therefore, Mobile will not hesitate to reduce the monthly function fee from 10 yuan to 6 yuan, and attach other benefits to recommend customers to use CRBT service. However, it is precisely because the upgraded CRBT version of the new package is not upgraded for free, which is equivalent to spending one yuan more (6 yuan's monthly function fee is tied to 5 yuan's CRBT service 1 1 yuan, while the old package is 10 yuan), so it is necessary to advertise in the media, send short messages to customers, recommend it by the front desk of the business hall, and call to promote the upgrade. The so-called skill of bypassing obstacles is to bypass the connector and find the decider. It's much easier to make an outside call from this link. First of all, we have the detailed information of the customer (that is, the decision maker). Second, we call the mobile phone with the number 10086. On the one hand, customers know when they see the call from the mobile phone customer service center, and will not refuse to answer because of their unknown identity. And most of the people who answer the phone are the owner himself, because the owner can't answer, so the possibility of others receiving it is very small. So it's basically easy to find the deciding game. Even so, we still need to use the above skills to explain the reason for calling. As the script shows: Good morning/noon/afternoon (greetings). I am the customer service representative of Nanjing Mobile Company. The phone you are answering now is free. Are you Mr./Ms. * (verifying each other's identity)? Hello, sir/madam, I'm sorry to bother you. Thank you for your long-term support to our company. You are currently a user of our Shenzhouxing brand, and now our Shenzhouxing card has been upgraded. In order to save you some phone bills, can I take a minute to introduce you? The purpose of telephone service is to find the decision maker to make an appointment. In other telephone services, in most cases, it is impossible for us to find the decider by picking up the phone, so we need some skills to find out the contact information, name, address and other effective information of the decider. If you want to bypass obstacles and find the decider directly, you need some skills: First, the steps to bypass obstacles. (1) Say hello (2) Verify the other unit (3) Introduce yourself (4) Explain the reason (5) Ask the person in charge of the competent department preliminarily. Second, bypass the three entrances of the obstacle. These three entry points are called star, chain and hook respectively in marketing specialty. The star is the first entry point, that is, greeting, verifying each other and introducing yourself; Chain is the second entry point, namely "telephone reason"; Hook is the third entry point, that is, "preliminary spy on the supervisor and the person in charge." Second, use the telephone environment to stabilize your mentality. When I first started making outbound calls, I was very nervous when I called. I always feel that the script is too long to finish. I was not nervous when I did it later, for three reasons. First of all, scripts are becoming more and more familiar and can be used freely. Second, if you play more, you will know the customer's reaction and know how to deal with it in advance; Third, if you are used to the rejection of customers, you won't be discouraged by being left out. Telephone negotiation has its unique advantages: (1) You can completely ignore the identity differences; (2) You can be tough; (3) You can easily say no; (4) You can give full play to your role without worrying about the consequences; (5) You can reserve the final interpretation right of what you say at any time. Third, make a watertight script to make outbound calls in the mobile company, although the company has prepared a unified script and a unified caliber. But good calls will be modified into their own scripts without leaving the company script. I was no exception at that time, so that when introducing business to customers, we could avoid rigid cliches and customers could feel a sense of communication. There is an inspirational saying in the telephone industry: you can never expect a taxi. This is because the caller is sometimes more prepared than the person who answers the phone. No matter how skilled the operator is, he also needs a well-prepared script to be placed next to his mobile phone, so that he can properly grasp the measure and scale of speaking when dealing with various problems. Fourth, use sound waves to create images and show the charm of individual language. There is a mirror on every desk in the outgoing telephone room of a mobile company. Through this mirror, everyone who makes outgoing calls can adjust their facial expression to a smiling state in time when talking to customers. Only when he smiles, his tone rises and his vocal cords are soothing, and the customer on the other end of the phone can feel it, and the tone of the other party will slow down. So, the friendly tone was passed on to each other. When making a phone call, the operator will unconsciously draw your face through the sound waves he hears. Even, sounds will tell each other whether your face is oily or dry. Oily skin is oily and elastic. Sophisticated, euphemistic, angry, or overly active and attentive tone will make people feel that this elasticity is constantly oozing out of undignified luster. On the contrary, the stiff tone is dry and sounds like a dreamless face. We don't want oily or dry faces. What we want is a neutral and perfect face like a baby. /When talking to the operator, use a neutral tone, be neither arrogant nor impetuous, and show your healthy quality from your tone. If you are eager to do it in your position, sit up straight, stand up straight, and use this position to make a phone call, which can convey a solid and reliable feeling to the operator. The only common feature of successful salespeople is unprofessionalism. They are loyal to themselves. And an excellent salesman should at least let customers feel his smile when he calls. Fifth, make good use of ellipsis to improve efficiency. A good telemarketer should know which parts should be said and which parts should be omitted. Because there are some things that operators don't care about or are interested in, it is counterproductive to say it. To be efficient, we must know the skills of ellipsis: (1) First, we must identify the identity of the reporter and design different responses for different operators; (2) First of all, summarize the reason why you called in a simple sentence. From a different angle, summarize a few words, and then deal with different connectors with some receiving and some releasing. The business introduction in the unified outbound script of mobile company is as follows: "Our company recently launched the CRBT version of Shenzhouxing citizen card. On the basis of the original monthly function fee of 10 yuan, you can use CRBT service only by spending 1 yuan (CRBT service and tariff can be introduced according to customers' needs). At the same time, you can enjoy 0.2 yuan/minute to make local calls, and 500 minutes to answer the phone is free. The most important thing is that you only charge 0.2 yuan/minute after 500 minutes of free answering, but your current package is 500 minutes of free answering and then online 0.4 yuan/minute and online 0.6 yuan/minute. If you are willing to use the CRBT version of Shenzhouxing Citizen Card, we can handle it for you by phone, and you can use it next month. If you open it now, we will also provide you with free SMS calling service. At the same time, if you open this month, we will provide you with CRBT service for free this month (the fee will be deducted first and then returned). " After reading such a set, most customers hung up before listening to it. This new business actually has four key points: spend one more dollar; Opening diamond mining business; Free SMS call; Answer the preferential tariff for more than 500 minutes. At first glance, everyone thinks that the first one is a shortcoming, and the last three are advantages. In fact, some people don't care about an extra dollar, some people hate color ring tones, some people hate SMS calls, and some people can't finish answering for 500 minutes. The four key points have their own advantages and disadvantages for different people, and it is conceivable how many possible situations will be arranged and combined. This requires operators to improvise, foster strengths and avoid weaknesses, and seize favorable places to make breakthroughs. For example, the script I summarized is like this: our company recently launched the CRBT version of the Shenzhouxing citizen card. You only need to spend 1 yuan on the basis of the original monthly function fee of 10 yuan, and you can use Cailing service. If you open it now, we will also provide you with SMS service for free. Do you know CRBT service and SMS calling service? Most people can't use up 500 minutes of free answering time, and they simply can't enjoy the tariff concessions of more than 500 minutes. It is said that the effect of this concession is negative. Therefore, it is very important to introduce CRBT and SMS calling service. If customers don't know much about these two businesses, we can arouse their interest through detailed introduction, so as to achieve the purpose of upgrading. If customers understand these two businesses, we mainly emphasize their benefits and how preferential it is to open these two businesses after upgrading. If customers are not interested in these two services, they will often answer: "I use my mobile phone to answer the phone and contact the business, and I don't need fancy ringtones." My mobile phone never turns off, and it never stops. I don't need it. " Hearing this, this is actually what we expected. People who contact a lot of business often answer for more than 500 minutes a month, so let's introduce how to give a discount of more than 500 minutes on the basis of free local calls to 0.2 yuan/minute to make the final reservation for customers. This will not only introduce all businesses to customers, but also maximize efficiency and success rate. When stating the facts, telemarketers should try to interest the decision makers. Only by stimulating the interest of the decider and making him listen can he effectively have the desire to buy. Salespeople don't want to miss any reason to convince customers. But you know, if you don't go on in a targeted way, it's easy to annoy the people who make the decision. Once we have an antipathy in a certain link, our goal will be difficult to achieve. Seven, a clear agreement, better control the situation at the beginning of the outbound call, if the customer says that there is no time, don't ask when there is time, but take the initiative to provide time, what about an hour later? How about this afternoon? How about tomorrow morning? Wait a minute. At the end of the business introduction, customers should be encouraged to call immediately. You can put the original script "Do you think you need to deal with it now?" Change it to "Do you think I can upgrade you now?" This will enable hesitant customers to deal with business immediately. Because we all know that not handling it immediately means not handling it, so we must pursue it when the customer is moved and handle it immediately. The main purpose of telephone service is to reach an agreement with decision makers. If you don't reach an agreement with the decision maker, it is a failure. Therefore, the salesman should take the initiative to make an appointment by telephone and use some suggestive imperative sentences, which are much better than interrogative sentences. Eight, do have answers in the case of vague and perfunctory customer attitude, we will make the following introduction to the two services of color ring back tone and SMS calling from the perspective of changing consumption habits and creating potential markets: For the color ring back tone service, I will introduce it like this: "What is the color ring back tone service? Color ringback tone is the sound that others hear when calling you. When you turn on the color ring back tone, what others hear is no longer the annoying beep, but a wonderful piece of music of your own choice, so that others will feel happy and comfortable when waiting for you to answer. " I will introduce the SMS calling service as follows: "When your mobile phone is dead, turned off, out of service area and the signal is bad, you won't know that someone is calling you, but when you call by SMS, we will inform you who called you as soon as your mobile phone returns to normal, so that you won't miss any important calls." This will let customers who have never used these two businesses know that these two businesses can make life better and communication more convenient. When faced with prevarication and rejection, customers will feel that we are not selling a product, but trying to persuade the decider to buy a solution to the problem. 9. Talk through the problem on the phone and clear up the misunderstanding. This problem is often encountered when making outbound calls. Some customers don't know exactly what CRBT and SMS are, but they just instinctively react to advertisements or literally misunderstand these two services. Some people say that their mobile phone models are too old to use CRBT, which is obviously using CRBT as a ringtone. Some people say that you can't send text messages, you can only answer the phone. Some people even say that the mobile phone is an old Nokia, which does not support Chinese, and it is useless to send text messages. This is obviously a misunderstanding of short messages. After identifying such customers, we should tell them in detail what these two businesses are. Often when they really understand, there are not a few people who open it immediately. It often happens that the decision-maker didn't understand what you said, so he muddled through because of face or time, or misinterpreted your meaning and ended the phone call in a hurry. So remind yourself from time to time, does he understand? Does he really understand? Using price correlation for those customers who are more concerned about the price, we should emphasize the value of adding one yuan, color ring back tone service and short message service, and the phone bill will be discounted after 500 minutes. And jokingly said to the customer: "Look, in a popular saying, is it more cost-effective?" In order to impress customers. Not all high-priced products will have no market, but low-priced products will sell well. There are many factors that affect the price. Salespeople should guide the relative price of decision makers from two aspects: the urgency of demand and the level of demand.