How to make customers trust you in telemarketing communication

Only sincere people can win trust. We can't persuade a company with an annual output of 5 million to become a senior member once or twice a year in order to improve our personal performance. That's unrealistic and will be hated by customers.

First of all, we should learn as much about the upstream resources as possible from the company's customer base, industry, enterprise scale and other factors, and communicate with customers from the overall situation, so that customers can feel that we are professional.

Secondly, we can learn about this person's temper and hobbies by chatting with the HR manager of the company. If this person is busy, after you define this customer as a prospective customer, you can also insinuate some sweet words and learn from his assistants or colleagues.

It is said that before meeting a guest, American President Washington must look at this person's hobbies on the first night. Why not?

Second, give customers a reason to buy.

In fact, any product will have multiple uses. Even if the customer has only one reason to choose, we can help him find more points of use or reasons to buy.

For example, you sell shoe polish, which can be used to maintain not only shoes, but also sofas, leather clothes, wallets, belts and so on.

For example, if you sell a watch, most people buy it to tell the time. People who look at the time basically only buy one, but what if it is used to match clothes? Tell your customers: "Now the function of watches is not only to record time, but also to match clothes." Different clothes need different styles of watches to match. In this way, the possibility of customers buying will increase.

For another example, if a customer buys a bicycle, you can introduce it like this: "Now more people regard bicycles as fitness tools, so they are more interested in comfort, beauty, high quality and portability." In this way, you can sell customers more expensive cars.

Therefore, the more sufficient the reason for customers to buy, the easier it is to make a decision and the more willing to spend money on it.

Third, let the customer know that he is not the only one who bought this product.

Everyone has herd mentality. When recommending a product, the business person tells the customer in time that the enterprise or company with similar or identical situation has purchased the product, especially the product purchased by his competitor.

This not only shocked him psychologically, but also strengthened his desire to buy. According to experience, when this company buys the same type of products, it will definitely buy more advanced products than its competitors, which will also hurt the morale of the other party.

Fourth, enthusiastic salesmen are the easiest to succeed.

Don't say I'll send you an offer when the customer asks about the product. Please have a look. Only when the customer's time is tight, will you say to make an offer. That should be what I said before. I'm really sorry. I was going to introduce this product to you, but this time you may have to see for yourself.

Let the customer always feel that you passed her by, let her feel unrestrained feelings, and feel that she is like a flowing iron. If time permits, even if customers have no demand or no demand, we should receive them sincerely and enthusiastically. Who knows what position and background she is;

She has no needs, how can she know that her husband has no needs? She has no needs. How can she know that none of her friends have a high professional title?

Don't be self-righteous in front of customers.

Many customers don't like the smug and clever salesman. If the customer is really wrong, be smart and let him know that others often make the same mistakes. He just made a mistake that most people are easy to make.

Many people stick to two rules of being a man at home:

First, the wife is always right;

Second, even if the wife is wrong, follow the first rule.

Outside, in the company, it is always right to be a customer as long as we change the word slightly. Even if the customer is wrong, it is our fault.

I believe that you are not only a "new man", but also an excellent salesman.

Sixth, pay attention to listening to customers.

Understand the customer's ideas, some customers have clear requirements for the products they want to buy, and paying attention to the customer's requirements and meeting the customer's needs will make the sales smoother.

On the contrary, trying to sell your products blindly, interrupting customers unreasonably and chattering in customers' ears will fail in nine cases out of ten.

7. What kind of service can you provide to customers?

Please tell the customers and show them. Customers not only hope to get your pre-sales service, but also hope to get good service after purchasing your products. Constant phone calls, holiday greetings and so on will give customers a good feeling.

If you promise the customer, don't find excuses to delay or not do it, such as whether the gifts and invoices are delivered in time.

Eight, don't slander others in front of customers.

Even if your competitors are bad in one way or another, don't denigrate others in front of customers to raise yourself. This is very stupid, and it often makes customers rebellious.

At the same time, don't speak ill of your company, complain about the company's faults in front of customers, and customers will not rest assured that talent recruitment will be placed in a company that even their employees don't agree.

Nine, when the customer has no intention to buy.

Don't put pressure on him with old-fashioned sales tricks. Many times, customers are not going to buy your products. At this time, should they take the initiative to return it or continue to sell it to him with perseverance?

A more appropriate way is to take a step back and talk about the things that customers are interested in, or to find an opportunity to visit again and give customers a psychological preparation process for buying. Don't expect to make a final decision at once. After all, such luck is rare.

Ten, attack the heart for the top, attack the city for the bottom.

Sun Tzu's art of war has a saying: attack the heart for the top and attack the city for the bottom. Only when you win the customer's heart will she treat you as a partner and a friend, so that your business will last long and your friends will grow. Only by treating customers as friends, will your road become wider and wider; On the contrary, it's just a flash in the pan.

Attack is not necessarily the entertainment and corruption of big fish and big meat. Icing on the cake is not as good as sending charcoal in the snow. Greetings for Chinese New Year and holidays at ordinary times, in a word, a lifetime, a feeling and a glass of wine are enough, enough!

Expand telemarketing communication skills

Communication skills in sales can help salespeople better understand customers' consumption psychology, so as to better design sales strategies and successfully achieve sales goals. The communication in sales not only includes the normal emotional communication between people, but also increases the purpose of sales. Therefore, communication skills in sales are paid more and more attention by salespeople.

Telemarketing communication skills

First, "look"-the skill of listening

This includes listening carefully and confirming in time. When communicating with customers on the phone or face to face, we must concentrate on their speeches and listen to them with the destination, so as to find out the information that customers have intentionally or unintentionally revealed that is beneficial to sales.

Asking questions in time when listening, on the one hand, expresses respect and attention to customers, on the other hand, helps to correctly understand what customers want to express. Only by ensuring the correctness and accuracy of the information held by the sales staff can we achieve a good communication effect.

Second, "smell"-the skill of observation

The skill of observation runs through the whole sales process, especially when building a good relationship with customers, which is very valuable. In the process of communicating with customers, a customer's eyes, an expression, a casual action, these body languages are the reflection of his psychological state, and an excellent salesperson must be good at grasping and responding in time. Similarly, the environment around the customer can refer to the layout and display style of his office, and also reflect the customer's behavior pattern to some extent, which provides necessary information for how to establish a long-term relationship with him. Using this information and the salesperson's own understanding can help the salesperson establish a relationship with the customer and decide what to do next.

Third, "ask"-the skill of asking questions

After getting some basic information, asking questions can help salespeople understand customers' needs, customers' concerns and factors affecting their decisions.

At the same time, if the communication atmosphere is unnatural, you can ask some general questions and questions that customers are interested in, temporarily change the topic to ease the atmosphere and let both sides relax.

When the time is ripe, you can ask some leading questions and get down to business gradually, so as to stimulate customers' interest in products and arouse their urgent needs. For example, if the product is not purchased in time, it is likely to cause unnecessary losses. If you buy a product, all the problems can be solved, and you think the investment is very worthwhile. This is the ultimate effect of leading questions. At this time, as a salesperson, you need to get a conclusive answer from the customer. You can ask some conclusive questions to lock the result of the sales process.

In the whole process of communication with customers, we should keep the frequency basically consistent with the customer's thinking progress, and don't rashly ask for signing the bill when the time is not ripe, which may easily cause customers to resent and give up all their efforts; Don't miss the opportunity, when it comes to signing the bill, you are afraid of being rejected, which delays the opportunity.

Fourth, "cutting"-the skill of explanation.

In the recommendation and closing stage of sales, explanation is particularly important.

In the recommendation stage, in order to persuade customers to buy, they explain and state their companies, products and services, so as to achieve the purpose of ordering. In the negotiation process, that is, when the sales are nearing the end, many substantive issues will be involved, and the two sides will have some differences for their own interests, which creates obstacles for the two sides to reach a final agreement or even sign the bill. These obstacles need to be solved through timely and reasonable consultation and explanation.

The content to be explained should not be too miscellaneous, just include the content for the purpose of explanation. The explanation should be concise and logical. When you need to explain details, avoid painless details. The unfolding must be concise, and the concise must be concise, especially when recommending to customers.

The key to successful explanation is to use simple language and avoid too technical terms, especially those that your customers are not clear about. Only when your customers understand these terms can they be used properly, and at the same time, they should be used properly to avoid unnecessary mistakes.

Five, conversation skills

The expression of conversation should be natural, the language should be friendly and appropriate. You can make some gestures when you speak, but don't move too much, let alone dance. Don't spit when you talk. Say hello before you take part in other people's conversation. Don't listen in on other people's personal conversations. If you need to talk to someone, you should wait until someone else has finished. The third party should shake hands, nod or smile when participating in the conversation.

If you need to deal with something urgent or leave during the conversation, you should say hello and apologize.

Generally, we don't talk about diseases, deaths and other things, and we don't talk about absurd, bizarre, sensational and obscene things. If the client is a woman, generally don't ask her age, whether she is married or not, and don't directly ask her personal life questions such as resume, salary income, family property, clothing price, etc. When talking with female customers, it is best not to say that the other party is fat, strong and well maintained; The problem reflected is offensive and the other party should apologize.