What are the principles for telephone operators to pay a return visit to customers?

Sales is the process of introducing the benefits provided by goods to meet the specific needs of customers. It is an art to let both sides get what they need, be satisfied with each other and form a win-win situation. Therefore, "sales" can be said to be a "win-win art". So what is the principle of returning to customers? Come and have a look with me. I hope you will be satisfied. Thank you.

Six principles of telephone call back to customers

The principle of telephone call back to customers is 1. Whenever possible, please use the unified customer service number or fixed telephone number of the enterprise to dial. When a customer pays a return visit, he must first establish trust with the customer on the first impression. Every marketing planner should be aware of the difference between a fixed phone number and a mobile phone number. The trust of a strange mobile phone number is very low! In this regard, China Mobile has done a very good job. Even if some service calls are outsourced to third parties, they will call customers with 1860 as the main calling number.

The principle of telephone call back to customers. The first sentence of the customer's call back should directly explain the reason for the call back and the approximate time required, so that the interviewed customer can understand the purpose of the call back at the first time. Especially when dialing the customer's mobile phone number.

The principle of telephone call back to customers. If you want to use customer callback to verify customer data or collect more customer data, you should first establish customer trust at the beginning of the call. Call number and script design are both important factors. It is not difficult to imagine how many customers would believe if the credit card company used a strange phone number to check the bill information or customer information.

The principle of telephone call back to customers. When you call a customer back, the purpose should be clear. You don't want to get all the information at once. Don't expect to promote corporate image, collect customer feedback, collect customer information or even conduct marketing promotion on a phone call. Too many purposes will only lead to unsuccessful return visits.

The principle of telephone call back to customers. If you need to accomplish more than two goals in the call back, you need to seriously consider the order of traffic scripts. Different sequences may bring completely different effects.

The principle of calling back customers by phone. If the customer calls out the mobile phone number, if the customer roams in a different place, try not to call out or ask the customer for advice on whether to continue the call. At this point, even 1860 is not doing well. I received many satisfaction surveys or return calls from China Mobile 1860 during my roaming. Although this kind of service 1860 is sometimes outsourced to a third-party call center, it is easy to judge whether the customer is roaming. Although other enterprises do not have the conditions of mobile operators, they only need to ask one more question in the script.

Key points of telephone call back to customers

First, you must know who you are calling.

Many salespeople start to introduce themselves and their products before they find the person they are looking for. As a result, the other party said that you have the wrong number or that I am not someone. Some salesmen will write the wrong customer's name and position, and some will even write the wrong customer's company name. These mistakes reduce your credibility before you start selling, and in serious cases, you will lose customers. Therefore, every salesperson should not think that making a phone call is a very simple matter. Before telemarketing, we must make clear the customer's information, and more importantly, we must make clear that the person you call has the right to make a purchase decision.

Secondly, the purpose of calling is clear.

Many of our salespeople didn't think carefully before calling, and they didn't have organizational language. As a result, they found that they didn't say what they should say after the phone call, and the sales goal they should 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 products through telephone communication and have the opportunity to buy my products. With this purpose, I will design the simplest product introduction language, and then introduce the performance and price of the product according to the needs of the other party. Finally, leave a deep impression on the other party to achieve the sales purpose. Therefore, telemarketing skills must have a clear purpose when using telemarketing.

3. Introduce yourself and your intention clearly in 1 minute.

This is a very important telemarketing skill. Thldl.org.cn, I often get sales calls from the same person, but I never remember his name and company. The reason is that he only introduces himself as Xiao Zhang every time he calls. The company name is very vague, and I can't remember it after a long time. In telemarketing, you must clearly state the company name, your own name, product name and cooperation mode. Don't forget to emphasize your own name at the end of the call. For example: Manager XXX, nice to meet you. I hope our cooperation will succeed. Please remember that my name is XXX. I will keep in touch with you.

Fourth, the tone should be steady, the words should be clear and the language should be concise.

Many salespeople are nervous when they pick up the phone for fear of rejection. Their tone is very flustered, and they speak too fast and their words are unclear, which will affect your communication with each other. I often get sales calls, but I can't tell the company name clearly, and I don't want to invite products. I can't figure out the purpose, so I have to refuse. Sometimes it takes a few minutes to figure out his purpose, and then sit through his introduction and still don't understand what the product is. Therefore, in telemarketing, you must make your tone steady, so that the other party can clearly hear what you are saying, and it is best to speak standard Mandarin. Telemarketing skills should be as concise as possible. When talking about products, we must emphasize the tone and attract customers' attention.

Fifth, do a good job of telephone registration and follow up immediately.

After the telemarketers call, they must register and summarize and classify the customers. Class A is the most promising. They should call back in the shortest time and try to reach an agreement. Class B is achievable and should be followed up continuously. Even dare to let customers place orders, such as manager XXX. After several communications, I have prepared five products for you. I hope I can send them to you today, and I hope you can remit money as soon as possible. Class c has no intention of cooperating. This kind of customer, you should call him from time to time to see what his needs are.

Skills of telephone communication with customers

First of all, make good use of telephone opening remarks.

A good opening speech can make the other person more willing to talk to the telemarketer, so what else? Two minutes? Besides, what to say next becomes very important. How do you want to know more about each other's thoughts? What do you think of the new network services and products recently launched? What do you think of the recent trends in the network industry?

Second, make good use of the skills of suspension and reservation.

What is a pause? When telemarketers need time and place, they can use the pause technique. Like when you ask each other? You like to pause for a while after finishing in the morning or afternoon and let the other person answer. Making good use of pause skills will make the other person feel respected.

As for making an appointment, it is a way used by telemarketers when it is inconvenient to explain on the phone or when they encounter difficult questions. For example, when the other party asks the telemarketer to explain the charge on the phone, the telemarketer can tell the other party that this problem is more clear when we talk face to face and calculate it for you face to face. ? It is also a skill to leave the problem to the next opportunity.

Third, the body is straight, standing and talking or closing your eyes.

If you make 20 phone calls a day, you can't always sit still and try to stand up straight or stand up and talk. You can find that your voice will become more energetic and the effect will be better: sometimes you might as well close your eyes and speak, so that you will not be affected by the external environment.

Fourth, use open-ended questions and keep asking questions.

On the one hand, asking questions to customers can lengthen the conversation time, and more importantly, it can understand the real thoughts of customers and help telemarketers make judgments. May I ask you a simple question? 、? Could you please tell us more about why you have such an idea and encourage customers to continue?

Verb (abbreviation for verb) is reversed immediately.

Immediate reversal means immediately following the customer's words, for example, when the customer says? Has our company been online or have we been online for a long time? , might as well just follow his words? I'm calling because I know you are online. ? When a customer says:? I am a customer of your company? The telemarketer might as well go on to say: I know you are a good customer of our company, so I call you. ? Wait, pay attention to all the information and guide customers to develop in your direction.

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