Housekeeping telephone sales skills and speaking skills

Housekeeping telephone sales skills and speaking skills

Housekeeping telephone sales skills and speaking skills. There are all walks of life in society. Housekeeping telephone sales mainly sell housekeeping. The most important thing for telephone sales is to master some skills and speaking skills. Next, I will take you to understand the relevant content of housekeeping telephone sales skills and speaking skills. Housekeeping Telephone Sales Skills and Speech 1

Basic Speech Skills for Housekeeping Service

1. Check your doors, windows, bedrooms, furniture countertops, and refrigerator doors Are you satisfied with the sanitation and floor treatment of toilets, kitchens and living rooms?

2. Are the movements appropriate when moving sofas and other items?

3. Are items and rooms tidied up? Is it clean and tidy?

4. Do you watch TV during work and do you move quickly? Does it interfere with your life?

5. Do you use blessings when you leave the house? Is the garbage left with you? Carry it away?

6. Is the evaluation on the work order signed by your family member? Do you know the time of the next cleaning service?

Housekeeping Professional customer service skills: communication content

When checking customer information, you should choose neutral or complimentary phrases for polyphonic words, and strictly avoid using derogatory or negative character names and other phrases that are likely to arouse customer resentment.

Use "Please wait" correctly. If the customer's question cannot be answered immediately, the customer service representative should first say to the customer "Please wait a moment, I will check for you immediately", and then press the mute button after obtaining the customer's consent (this can ensure that the customer can wait with peace of mind). When you are ready to reply to the customer after the investigation is clear, you should first say "Thank you for your patience" to the customer before replying to the customer.

While the customer is waiting, the customer service representative should communicate with the customer through voice every 30 seconds or so, such as "Please wait a moment" to let the customer know that the staff is serving him, so as not to cause trouble to the customer. I am impatient or think that the customer service representative is doing other irrelevant things. If the customer service representative expects the inquiry to take a long time, he should say: "I'm sorry, Sir/Ms., I haven't found the relevant information for the time being. Please leave your contact information and I will contact you... (Promise Can I reply to you within the reply time limit?"

For services that have not yet been launched, the customer service representative should reply: "Sorry, we have not launched this service yet, please forgive me."

If a customer apologizes to a customer service representative, he or she must reply: "It's okay, Mr./Ms., you don't mind."

Unification when the customer service representative cannot answer questions directly from the media. The response caliber is: "Sir/Ms., thank you very much for your concern and support for our postal business. Since the questions you asked are answered by a dedicated person, do you think this is okay? We will record your questions first. Please ask the relevant departments to call you back as soon as possible. Is it convenient for you to leave your contact information?"

Professional speech skills of domestic political services: Complaints and Complaints

When customers complain that the customer service hotline is difficult to call and the response is slow (including answering the phone after ringing three times), the customer service representative should reply: "Sorry, the line was busy just now, so I kept you waiting for a long time. Excuse me How can I help you?" If there are complaints, blames and complaints, the customer service representative must first apologize and say: "I'm sorry, due to our mistakes (or inconsideration), we have caused trouble to you, please forgive me (please forgive me) Don't be too angry), can you please tell me the details? I will make detailed records and the company will handle it as soon as possible."

When a customer blames the customer service representative for being slow and unskilled, the customer service representative will respond. Should answer: "I'm sorry to keep you waiting. I will help you deal with it as soon as possible."

When a customer complains to a customer service representative, the customer service representative should answer: "Sorry, because we didn't do our job well." I apologize for causing you any trouble. Please tell me specifically about the situation, the customer service representative's work number and your caller number (listen to the customer's account and record it). I'm sorry for the trouble this has caused you. , and thank you very much for your trust and support in us. I have recorded your feedback in detail, and we will handle it accordingly after verification.

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When encountering customer complaints that cannot be answered on the spot, the customer service representative should reply: "I'm sorry, sir/ma'am, thank you for your feedback. We will report it to the superior department as soon as possible. Reflect and give you a clear reply within...(committed response time limit). ” Housekeeping telephone sales skills and speech skills 2

Telephone sales skills and speech skills

Telephone sales skills No. 1: You must know who you are calling.

Many salespeople have not figured out the person they are looking for. As soon as the phone is called, they start to introduce themselves and their products. As a result, the other person says that you made a mistake or that I am not a certain salesperson. The customer's name is wrong, the customer's position is wrong, and some even the customer's company name is wrong. These mistakes will reduce your integrity before you start selling, and in serious cases, you will lose customers. Therefore, we Every salesperson, don’t think that making a phone call is easy. One thing is that before making a marketing call, you must understand the customer’s information, and you must also understand that the person you are calling has the right to make purchasing decisions.

The second point of telephone sales skills: the tone should be calm, the articulation should be clear, and the language should be concise.

Many salespeople pick up the phone because they are afraid of being rejected. Just be nervous, have a flustered tone, speak too fast, and have unclear enunciation. These will affect your communication with the other party. I often receive sales calls where the company name cannot be clearly stated, and the product cannot be purchased. I have no choice but to refuse. Sometimes it only takes a few minutes to figure out his purpose, and then I still don’t understand what the product is. So, you must make yourself aware of it when making sales calls. The tone should be calm so that the other party can understand what you are saying. It is best to speak standard Mandarin. Telephone sales techniques should be as concise as possible. When talking about products, the tone must be emphasized to attract the customer's attention.

The third key point of telephone sales skills: The purpose of the call is clear

Many of our sales staff do not think carefully before making a call, nor do they organize their language. As a result, they finish the call. I found that what I needed to say was not said, and the sales goal that I needed to achieve was not achieved. For example: I want to call a potential customer of my product. My purpose is to let the other party know more about my product through phone communication and have the opportunity to buy my product. With this purpose, I will design the most concise product introduction language, and then introduce the product's performance and price according to the other party's needs, and finally leave a deep impression on the other party, so as to achieve the sales purpose. Skills: The purpose of using telemarketing must be clear.

The fourth point of telemarketing skills: Introduce yourself and your intentions clearly within 1 minute.

This. One point is very important telemarketing skills thldl.org.cn. I often receive sales calls from the same person, and I never remember his name and company. The reason is that every time he calls, he only introduces himself. It’s Xiao Zhang. The company name is very vague and I can’t remember it as time goes by. When making sales calls, you must clearly state the company name, your own name, the name of the product, and the method of cooperation. At the end of the call, be sure to emphasize your own name. For example: Manager XX, it is a pleasure to meet you and I hope our cooperation will be successful. Please remember that my name is XX. I will contact you frequently.

The fifth key point of telemarketing skills: do a good job of phone registration and follow up immediately.

After the telesales staff makes the call, they must register and make a summary, and divide the customers into categories. Category A is the most promising, and a return visit should be made within the shortest possible time to try to achieve a conclusion. Agreements, Category B, are attainable and must be followed up continuously. You must also dare to ask customers to place orders, for example: Manager XX, after several communications, I have prepared five products for you. I hope to ship them to you today. I hope you will remit the money as soon as possible. Category C has no intention of cooperation. For this type of customer, you should also call him from time to time to see if he has any needs. Telemarketing skills and speech skills: How to communicate flexibly in the fatal 30 seconds

What is speech skills

Speech skills are the truth behind saying this.

Most companies may stipulate a fixed call process for sales and ask sales to recite fixed sentences so that sales can better introduce products to customers, but they ignore the art of speaking, that is, they do not explain why they need to communicate with customers in this way.

For example, the company stipulates a fixed call process, allowing sales staff to first confirm the customer's information when talking to customers, then introduce their own information, and finally ask the customer's needs and communicate. However, there is no explanation: why it is necessary to confirm the customer's information and why it is necessary to introduce one's own information in the first 30 seconds of telephone communication with the customer.

This has a consequence: sales staff communicate with customers rigidly according to the call process and language, and do not know how to adapt. Because communication failed in the first 30 seconds of the call, the salesperson missed many opportunities to continue communicating with the customer.

Why confirm customer information

Confirming customer information is the first step for sales staff to get closer to customers. When your name is spoken by a stranger, it will arouse the customer's curiosity, "Why does he know my name?", thus driving the customer to want to know more about the person they are talking to on the phone. At the same time, when the customer's name is spoken by the salesperson, the customer will subconsciously build a sense of trust with the salesperson, making the customer feel that the person on the other side is someone who understands them. Of course, this is based on the premise that the customer information is accurate.

However, is the customer information obtained by the sales staff accurate? Many times, the channels for obtaining corporate customer information are not very reliable. For example, some clues are obtained by customers searching for information through search engines, finding the official website, and filling out forms. Because the customer was worried about information leakage, he filled in information that was inaccurate except for his phone number. Therefore, sales staff need to review leads, and there is no need to confirm with customers any information that is obviously wrong.

If the salesperson blindly follows the fixed process to communicate with the customer and confirms the wrong information to the customer, it is very likely that the customer will hang up directly.

Should you introduce yourself?

If the company has a high reputation in the industry, self-introduction may increase the order rate. When introducing yourself, you can provide brand endorsement, for example, "Hello, I am xx from xx company. I wonder if you know the xx industry. Our company specializes in xx and has a certain reputation in the xx industry."

Or endorse with a company that has served in the same industry as the customer, for example, "Hello, our company has just provided a set of solutions for xx company to xx company, and they are very satisfied with our products. , I think it may also be helpful to your company."

If the company is not well-known in the industry, it is not recommended to introduce yourself during the first phone call with a customer. Introducing yourself vaguely may leave a bad impression on customers such as "harassing phone calls". In serious cases, it may also have a certain impact on the brand image, so it is better to directly enter the demand communication link. Black cat or white cat, the one that can catch mice is a good cat. If the customer is satisfied with the product or solution, you can introduce yourself when following up with the customer.

In the first 30 seconds of dialing the customer's phone, how to use words and communicate flexibly should be something every telemarketer should think about.