Good telephone courtesy and skills can improve sales staff's performance, win the friendship of customers, and build a good reputation. So what should we do specifically? Below are 20 telemarketing etiquette and tips I have collected for you. Welcome to learn from them.
Politeness and precautions during telemarketing calls
Tip 1: Put yourself in a smiling state
Speak with a smile, your voice It will also convey a very pleasant feeling, and the customer will naturally become more friendly when listening to it, maintaining the best quality for every phone call, and helping you enter the other person's time and space.
Tip 2: Coordinate volume and speed
It is recommended to adopt a moderate volume and speed at the beginning of the conversation, and then adjust your own volume and speed after identifying the characteristics of the other party. , let the customer feel that you and him are "on the same page".
Tip 3: Determine the image of the caller and enhance mutual interaction
From the tone of the other party, you can easily determine the image of the caller. People who speak quickly are visual people. People who speak at a medium speed are auditory type, while people who speak slowly are sensory type. Business personnel can give the other party "appropriate suggestions" after judging the type.
Tip 4: Show that it won’t take up too much time and explain briefly
Can I delay you for two minutes? In order to make the other party willing to continue the call, the most common method is to ask The other party gives me two minutes, and when most people hear two minutes, they usually think, "It's only two minutes anyway, so I'll listen to it." In fact, do you really only speak for two minutes? It depends on your personal skills!
Tip 5: The tone and intonation should be consistent
On the phone, the opening remarks are usually in Mandarin pronunciation, but if the other person responds in Taiwanese, I will immediately switch to Taiwanese and speak to the other person. Sometimes alternating between Mandarin and Taiwanese is also a way to shorten the distance between the two parties. The main purpose is to stand with the other person. in the same magnetic field?.
Tip 6: Make good use of phone openings
A good opening can make the other party willing to chat more with the business staff, so in addition to "delaying two minutes", what should be said next Something becomes very important. If you want to know more about the other person’s thoughts, you might as well ask: What do you think of the recently launched new products? Open-ended questions like this.
Tip 7: Make good use of pause and retention techniques
What is a pause? When business personnel need the other party to give a time and place, they can use the pause technique. For example, when you ask the other person: "Do you prefer morning or afternoon?" After you say it, pause for a moment and let the other person answer. Making good use of the pause technique will make the other person feel respected.
As for reservation, it is used when it is inconvenient for the business staff to explain it on the phone or when they encounter questions that are difficult to answer. For example, when the other party requires the business staff to explain the cost issue over the phone. , the business staff can tell the other party: "We will discuss this issue in person and calculate it for you in person, so that it will be clearer." This way of keeping the issue until the next time and space is also a skill when making an interview.
Tip 8: Keep your body straight, stand and speak, or close your eyes
Try to straighten your body or speak while standing, and you will find that your voice will become more energetic. , the effect will also become better. Sometimes you may want to close your eyes and speak so that the external environment will not affect the content of your answer.
Finally, you can add it to the customer's WeChat account through the phone and other methods that can generate more communication with customers and cultivate potential customers, which is also a good result of telemarketing. Of course, these are all technical things, and we also need to analyze comprehensive factors such as customer psychology and customer status.
Communication skills that telemarketers should learn
Skill 1: Let the customer say yes, and don’t give the customer a chance to say no.
You can mention your product when you call for the first time, but don’t ask the customer if he needs your product, because the customer will be very wary of you when you call him for the first time. As long as you ask him if he needs it , he will probably answer no need immediately and hang up the phone. You can ask customers some questions that the answer is yes, and keep asking customers to say "yes" or "yes".
Tip 2: Make the next call a natural one.
At the end of the call, be sure to find a reason for your next follow-up call so that the next call will go smoothly. Each additional communication will increase the chance of closing the deal.
Tip 3: Make sure users remember your contact information.
When leaving your mobile phone number with a customer, be sure to make sure that the other party has recorded it. This way, if the customer really needs it, they can ensure that they can contact you smoothly.
After the salesperson left me her phone number, she asked me to give her phone number again. Most people would just jot it down casually, or not remember it in a perfunctory way. When she asked, the customer had to remember it. Number.
Tip 4: True lies.
This is the core, the most core part of the sales process. What is a true lie: A true lie is something that can make you associate facts that are beneficial to the business, but the facts you associate are not necessarily the truth. For example, an advertisement can say: 90% of people who have used this product are very satisfied. In fact, he may only have surveyed 10 people, and nine of them did not say that this product is not good. Did this businessman lie? No, but what will we understand when we hear this?
Tip 5: Avoid the truth and use the lie.
When your customer asks some questions, and these questions are very fatal, you can avoid his topic and say something that seems relevant. Many people cannot react.
Tip 6: Create an atmosphere of product scarcity and let your customers cherish the opportunity.
You must not let your customers feel that this product is available anytime and anywhere. You must make them feel that the product is scarce and the quantity is limited.
Tip 7: Win the understanding and sympathy of customers.
When a customer puts forward some conditions that are not conducive to sales, let the customer know that doing so is very difficult for you and will cause you losses or harm.
Tip 8: Make good use of customer psychology.
If the customer feels that this result is very difficult to achieve and makes it very difficult for him to achieve his goal, then he will cherish it and eventually conduct the transaction.
Throughout the whole process, the salesperson emphasized that this was probably impossible to win. Of course, in the end, he won it in a thrilling way.
Tip 9: About payment.
Tactfully urge customers to pay. If they don’t pay, everything will be in vain. But direct reminders can be off-putting.
Efficient arrangements for telemarketing to reach 80%
1. Efficient use of time
① Ensure sufficient energy. Sales, like anything else, requires discipline. Everyone has limited energy in a day, and it is enough to arrange one hour every day to make phone calls.
②Use this time efficiently. Make as many phone calls as possible during this hour. Before looking for customers, never forget to take the time to accurately define your target market, and of course, you have done your homework and screened these phone resources in advance. The person you communicate with on the phone may be your potential customer. After all, every call is of high quality.
③Sales calls must be brief, lasting about 3 minutes.
Focus on introducing yourself, your products, and roughly understanding the other person's needs so that you can give a good reason for the other person to spend their precious time talking to you. The most important thing is not to forget to make an appointment to meet the other person.
④Avoid peak phone hours. The average time people make sales calls is between 9 a.m. and 5 p.m. You can choose one hour every day during this period to promote.
If this traditional sales period does not work, you can change to off-peak phone hours, or extend sales hours during off-peak hours. The best sales time periods are between 8:00-9:00 am, 12:00-13:00 noon and 17:00-18:30, which can also be determined based on your own experiments.
⑤Change the call time. We all have habitual behaviors, and so do our customers. It's likely that you have a meeting every Monday at 10 o'clock. If you can't get through to them at that time, learn from this and call them at another time that day or on a different day. You will get unexpected results.
2. Customer information is well prepared
① Prepare in advance. Prepare a list of resources before making a call, and integrate and filter these resources. If you don't prepare these in advance, most of your sales time will have to be wasted looking for the names you need, always feeling like you are working hard but not making a few calls, which is ineffective. Therefore, always have a month-long list of people on hand.
②The information is organized. The key account management system you choose should be able to well record the customers that your company needs to follow up on. Whether it is to follow up after three years or follow up tomorrow, their information should be organized in order, so that in The contact process will be much easier.
3. One-time or long-term call quality assurance
① When making a call, focus on the call. Do not answer other calls or attend to guests. Make full use of the sales experience curve. The more times you repeat the work in adjacent time segments, the better you will become. Your second call will be better than the first, your third will be better than the second, and so on.