The reasons why telemarketing customers are unwilling to answer the phone and how to deal with them

Only by truly understanding the psychology of customers and mastering the phone invitation skills can you successfully impress customers and achieve the desired goal. Below I will sort out the reasons why customers are unwilling to answer the phone and how to deal with them. I hope it can help you.

Why are customers not willing to answer the phone?

1. Unable to arouse customers’ interest

Many of our salesmen, every time they call a customer, they say They all talk about buying and selling. Customers are not sales, unlike us who think about problems all day long and everything we do and think about is business-related.

Although the customer will also consider it, he is more likely to consider his own business, his family, where to travel, etc. When we call them, we only ask questions that interest us, but do not care about the issues that the customers are concerned about. Naturally, it is difficult to arouse the customer's interest in talking.

2. Bringing pressure and trouble to customers

Just like the previous case of calling customers in the middle of the night, our sales always like to ask questions when calling customers. How do customers think about it? When faced with such a question, it is difficult for customers to answer.

This is just like when you are in love and always ask your girlfriend if she is willing to marry you. The more urgent you ask, the less she will know how to answer you, which will cause great harm to the other party. psychological pressure. The same is true in sales. At the beginning, the customer will perfunctory you. Finally, when he is annoyed by your questions, he will just say "I didn't think about it well".

3. It does not bring tangible benefits to customers

People only devote their energy to matters related to their own immediate interests. Just like you are reading my article, if my article does not have any benefit to your actual work, if I write about how to take the college entrance examination and get high scores, will you continue to read on? Definitely not.

IV. You are calling at the wrong time

When clients are in meetings, busy at work, eating, taking a lunch break or sleeping in on weekends, or in a very unhappy mood On a good day, if you just called him, the customer would definitely be unhappy, so it would be polite not to curse.

5. Your phone calls are uncreative

Every time, you start by introducing yourself first, and then ask what you think about it. You never change the way and content of your speech. After you make a few calls, the customer will already be familiar with your speaking style.

As soon as you finish the first half of the sentence, he already knows what you are going to say in the second half. There is always nothing new or useful. If you provide it to him, will he be happy to answer your call? If it were you, you wouldn't be happy to receive such a call. So, how can we make customers happy to answer sales calls?

7 secrets to make customers happy to answer sales calls

1. Obtain the customer’s permission to call first

The telesales staff of the real estate company do a very good job on the phone. Every time they answer the phone, they will first ask the other party: Is this sir? I am a sales consultant of a real estate company. Is it convenient for you to answer the phone now? Answer When receiving such a call, if the customer says it is convenient, he will talk to the customer one by one according to the pre-designed questions.

If the customer says it is inconvenient, he will ask the customer whether it is more convenient to call him in 1 hour or 2 hours. After making the customer's choice, he will call him according to the customer's wishes. Such a call is equivalent to making an appointment in advance, and customers are often more willing to answer it.

2. Cleverly use the threshold strategy

The so-called threshold strategy is to first put forward a very small and easy-to-achieve request, and once the other party agrees, then propose a larger one. With a few requirements, it is often easier to obtain permission.

For example, when the customer first answered the phone, he said he was busy. Don’t worry, it may be just an excuse to not answer your call.

Sales should adopt a threshold strategy and tell the customer directly if you can take a minute of his time to tell him something very important.

As long as the customer is willing to give you 1 minute and what they are talking about is really important, then the customer may be willing to give you 2 minutes, 3 minutes, or even 10 minutes.

3. Lay the groundwork for the next contact

Love masters can always find many reasons when asking a girl to have dinner, such as to commemorate the first meeting, to commemorate the first meeting. Watching a movie, commemorating the first time we drove down the road together, etc. As long as there is a reason and the girl feels that he is a careful person, the girl will go out with him on a date.

Sales should also be good at finding reasons to interact with customers. For example, when customers come to the exhibition hall, sales should consciously answer the questions raised by customers, leave one or two to indicate that they cannot answer, and then record them in a notebook. , wait for the customer to leave the store, and then when you call the customer, directly tell the customer that you are calling him to answer the questions he left when he came to the store last time.

Customers will not only be willing to answer such a call, but will also feel that the salesperson is very careful and takes the customer's problems seriously. The customer will also be very happy, thus increasing the performance of the sales consultant. A lot of points.

Fourth, send a text message to the customer first

Many calls are made directly to the customer without any legitimate reason, and the customer is not willing to answer the call.

If you send a text message to the customer half an hour or an hour in advance before calling the customer, wait half an hour or an hour later, then call the customer and get through. After the call, ask the customer whether they have received the text message you sent before, or whether they have read the text message.

This reason is quite sufficient and will attract the attention of customers. Customers are more willing to answer calls like this.

5. Call at the right time

Customers are more willing to answer the phone. For example, you should not make calls before 9:30 am on working days, when customers may be in meetings, and you should not make calls between 12:00 noon and 14:00 pm, when customers may be taking a break.

If it’s a weekend, you shouldn’t call before 11 a.m. when the customer may still be sleeping in. You can make a call on a Friday afternoon. At this time, the weekend is approaching and the customer has no intention of working, so it is more appropriate to call him.

You can also call the customer the day after their payday, when the customer will be in a better mood. Of course, these personal schedules should be understood in advance when customers come to the store.

6. The content of the phone call is unexpected by the customer

For example, as soon as the call is connected, tell the customer directly that you are not calling him about the transaction this time, but that you want to find someone. He does a favor, and he must state that it is a very simple favor that he can do with a little effort, and it is what the customer is best at. Customers are more willing to help with such a favor.

There is a salesperson. Every time a customer comes to the store, she pays special attention to the customer's personal hobbies.

Once, she learned that a customer’s hobby was fishing. Later, when making a follow-up call, she directly asked the customer how to buy fishing bait. The conversation happened to be what the customer was best at. I chatted with her for more than half an hour. Eventually they became good friends and the order became her bag. 7. Take a step back and send a touching text message

If you have used all the methods provided above and still haven’t solved the problem of the customer not being willing to answer the phone, then write a text message and send it to him.

The text message should contain three contents: First, explain the purpose of calling the customer, and this purpose must be able to bring benefits to the customer. The second is to explain how you will help the customer fight for his vital interests. The third is to express your apology and you should not call him at inappropriate times.

Strive for the customer’s approval with a sincere attitude. After doing this once or twice, the customer will easily feel guilty and may even call you in turn.

Customers are human beings with flesh and blood, heart and lungs, and can be selfish. Salespeople must consider a fundamental issue before calling them, that is, what useful things can the call you make bring them.