In today's era, telephone, as a fast, convenient and economical communication tool, has become more and more popular in consultation and shopping. Modern life pursues fast pace and high efficiency, and telephone sales should also be born. Next, I will bring you a year-end personal summary of telemarketing. I hope you like it.

The year-end personal summary of telemarketing (selected articles 1) unconsciously, 20__ years passed quickly, and 20__ years will come soon. Looking back on 20__ years of work, we can say that we have mixed feelings. I still remember that we started to work in the company for more than a year from 20__, and after a running-in period, the later work status was on the right track. Although I have grown a lot this year, on the whole, I still need to improve in many aspects. The following is a summary of my year's work:

My main job responsibility is telemarketing, which is a new industry in recent years. Telemarketing, as the name implies, is to sell transactions by telephone. During this year, I had the opportunity to communicate with customers through various channels, such as the Internet and telephone. When I didn't do this job, I always thought that telemarketing was to make a few phone calls and then chat with QQ, and everything felt very relaxed. But when I really started this industry, I felt that things were really not as simple as I thought.

Because telemarketing is different from store sales, people can talk face to face. Telemarketing is to connect two strangers because of a product by a line, so that the first impression to the customer is that the product you sell is useful to her, so that we can continue the conversation. If the customer is not interested in your product, there is no need to continue communication. So it is very important to leave a good impression on customers. As for the customers who pay the bill, don't be indifferent. You can care about it from time to time, say hello, let them feel your attention to them, and leave a good reputation for everyone. Maybe people around her will think of you first when they need you. For you, greeting is only a minute, but it may bring you a big surprise.

After a year's work, I found that there are still several aspects that need to be improved.

First, communication skills need to be improved. The ability of language organization and expression needs to be improved.

Second, the follow-up service for customers who have already cooperated is not in place. Seeing that the number of successful customers is increasing gradually, although there are few big customers, I am still doing my best to protect every customer with my heart, so as to achieve the goal of changing from an intentional customer to a real customer.

Third, customer reports are not well organized. For our industry, there is a peak season and a low season. In the low season or near the holiday, we should make a summary of greeting customers, but I am not good enough in this respect.

Fourth, the number of new customers is small. This year, the customers I successfully cooperated with mainly found customers through telephone sales and online customer service, and few customers were really found, which is worth pondering.

5. When you encounter professional or business knowledge that you don't understand, you are not good at actively asking leaders, and you didn't turn what you don't understand into your own knowledge on the same day.

The above is my summary of this year's work. For the shortcomings, I will improve in the new year, and strive to make myself grow up quickly and become independent as soon as possible. I hope the company leaders and colleagues will supervise me.

Personal summary of year-end telemarketing (selected part II) Hello, leaders and colleagues! First of all, I want to say goodbye to you in your early years. I wish you all success in your work and happiness in your family! I also sincerely wish our company by going up one flight of stairs in the new year!

Although we have only been together for a few short months and managed for only three short months, I deeply feel that management is getting harder and harder. The test is getting more and more severe. I deeply feel that colleagues and leaders have high hopes for their future and development in the company's career. I feel a great responsibility. Only by making progress with the company can I repay my concern. Support my colleagues and leaders.

Today, we are together again. * * * Share our achievements and analyze our shortcomings. Keep pushing ourselves to make our work better and better. I will summarize my work in detail as follows:

Although I haven't been in office for a long time and I haven't been in contact with this profession for a long time, it is not enough to ignore the existing problems. These problems come from the self-examination of the guest complaint and feedback department. The outstanding problems and rectification needs are mainly reflected in the following aspects:

1, customer service awareness is not strong, and customer history files are not perfect.

2. Cost control is not strong, and performance management is not in place.

3. There is still a big gap between the level and requirements of business personnel.

4, hardware transformation, equipment maintenance is not enough, the progress is too slow.

5. Many people are satisfied with the status quo.

6. Facilities and equipment are not perfect.

Recurring problems are: some positions and some employees, gfd is not neat, polite and not active, reception service is not thoughtful, and handling is not flexible. In addition, careless cleaning and untimely equipment maintenance also affect the overall service quality.

Summary plan for work development in the new year:

First, build team spirit and strengthen the sense of integration.

Team building is an important organizational form of self-management and effective communication. Team building is based on teamwork spirit, and the cooperative concept of team building channels is cultivated by timely and rapid communication. We should take the lead in establishing a good work style, actively create a sincere and United cooperation atmosphere, resolutely oppose the work attitude of "doing nothing and hanging high", and completely eliminate the work phenomenon of "doing things independently and not asking questions".

Second, work hard on subtle services and strive to create excellent services.

While doing a good job in daily operation, we should dig deep into service details, improve service level in an all-round way, take customers as the center and quality as the core, keep in mind the purpose of "doing things with heart, serving sincerely, paying attention to details and pursuing perfection", regard customers as God, keep in mind the concept of "customers are always right", highlight personalized and subtle services, and let customers feel unique service characteristics.

Third, implement strategic marketing to stabilize the tourism market and improve performance.

Pay more attention to old customers, improve the return visit rate, pay more attention to new customers, establish and improve customer history files, require regular telephone return visits to customers, keep abreast of their consumption trends, deeply understand their feelings and opinions after consumption, give feedback in time, and actively take measures to rectify them in time.

Through the review and summary of the work, all my colleagues and I are encouraged to better cheer up, work hard, carry forward our advantages, make progress, correct our shortcomings, foster strengths and avoid weaknesses, and work hard to achieve the management objectives, business performance indicators and work plans in the new year with a strong sense of professionalism and a high sense of responsibility.

Personal summary of telemarketing at the end of the year (Selected Part III) After careful calculation, it has been several months since I came to the company to become a telemarketer on X _ _ 20th. I came here to work just to try, but I didn't expect it to take so long. After working for so long, although the work is really as complicated as I thought, my pride is also high when I have made some achievements in my work. Customers on the other end of the phone can occasionally meet interesting customers when chatting. These little pleasures in my work are the reason why I have worked here for so long. Although it will be difficult at work sometimes, when it succeeds, it will be as happy as digging a treasure. Now I have some expectations for this job, and I look forward to meeting some customers in the future. But in order to improve my working ability, I also need to constantly improve myself. After all, a good shovel is easier to dig for treasure. In this regard, I summed up my work experience in recent months, hoping to sharpen my shovel. My work is summarized as follows:

When I first started working, I really didn't think I could do this job for long. Sure enough, after working for a few days, I almost reached the edge of autism. After a few days, I didn't achieve anything. I was regarded as a harassing phone call by many customers, and I was hung up before I opened my mouth, which really gave me a big blow. But many colleagues around me gave me encouragement and comfort, saying that this is the only way to do this industry. I accepted the comfort of my colleagues and began to work hard again. Finally, "it's worth it", and the first customer who listened to me carefully and asked me questions was met by me. After I suppressed my excitement, I answered the customer's questions seriously and said a lot about the advantages and cost performance of our products, and finally won this order! This is really an exciting moment, but I know it's just the beginning. I will calm down and continue to work.

Now, I have received many customers and learned many skills in chatting with them, thanks to my helpful colleagues. I thought this job would only be a thing of the past in my life, but now I love my job deeply. It may be because I was touched by the customer's approval for the first time, or it may be because I like to look for treasures in a sea of people. This kind of gold rush job will really be addictive after getting the first payment! In short, in the future work, I will continue to look for those potential customers for the company in the vast sea of people!

Telemarketing Year-end Personal Summary (excerpt 4) Holding numerous fruits, facing the winter sunshine and full of enthusiasm, we ushered in the annual work summary meeting. Personally, it was a bumper harvest year, especially in these 20__ years. I have gained too much and I have too many people to thank. Here, I would like to express my heartfelt thanks to the leaders and employees who care about and support our telephone sales department! And summarize the telemarketing work:

I. Work completion

We integrated the telemarketing team. The channel department has sales staff, the website department has sales staff and the customer service department has sales staff. The call system is completed online, and the incoming and outgoing services are divided in detail. Formulate sales rules, cooperate with product departments to carry out many telephone sales promotion activities, such as professional title English, CET-4 and CET-6, etc., and achieve _ _% of the total performance, of which _ _% of the telephone sales of key products were completed. We have specifically done the following work:

(1) Strengthen training. Strengthen product knowledge and centralized training. In order to ensure the quality and quantity of training, training materials and teaching CDs are selected according to the needs of majors and trainers. Before training, it is distributed to trainers for everyone to do, which is convenient for teaching, review and self-study, which improves the teaching quality and consolidates the teaching results. Teachers have a clear division of labor, and the responsibility lies with people. Each training session will be taught by professional teachers according to the schedule. It is required that the theoretical explanation is easy to understand and the implementation is specific and targeted, which will be clear at a glance. For example, the teacher trained us in English for professional titles and achieved good results (I compared the two groups of figures before and after the 27th).

(2) update the system. Hire professional and technical personnel, actively update the call system, and integrate the incoming call consultation telephone based on the new call system. The incoming call power consumption is obviously higher than that before the update.

(3) Refine the division of labor. Incoming and outgoing calls are detailed and the division of labor is clear. In terms of outgoing calls, increase the density of outgoing calls, let more people know about the school and its products and win more customer resources for the school. Strengthened the cooperation between calls and products, carried out many promotional activities and achieved good results; For outgoing calls, follow up unpaid orders, for students, keep abreast of students' progress and follow up in time. Each newly developed student makes a table and statistics to analyze the gains and losses of developing students. By holding a regular meeting once a month, we can analyze the recent situation of the students, sum up the students who didn't make a deal, so as to better follow up, and also share our experience with the students who made a deal in time for everyone to learn. At the same time, the second sale of old students with the same education was carried out to communicate with old students in time. When using a new product, first inform the old students and get their approval before using it. If they don't accept it, we will make corresponding improvements to meet their needs. We visit old students irregularly. Send greetings and blessings on holidays, and send small gifts on important days to enhance feelings. I usually keep in touch with my old classmates, care about their situation and enhance my feelings. If it is convenient, we can visit our old classmates' home to promote our relationship with them. Through our efforts, the number of old students has reached 10 in the past six months.

(4) Improve the system. In order to better promote the work, we have studied, formulated and strictly implemented the Detailed Rules for the Implementation of Telephone Sales, which strictly stipulated the work execution process, performance identification, data security and other aspects, and the number of illegal operations was significantly reduced. Dear leading comrades, the above achievements are the result of the care and support of school leaders and the joint efforts of our sales staff. These achievements have laid a solid foundation for further accelerating the development of education in our school and creating a new atmosphere for a new starting point.

Second, the existing problems and deficiencies

Although we have made some achievements in our work in the past 20 years, there are still many gaps and deficiencies from the requirements of leaders, mainly in the following aspects:

1, call. The consulting ability is insufficient, and some courses still lack in-depth consulting ability. It is necessary to strengthen cooperation with products and increase training.

Step 2 exhale. At present, the main daily business is the return visit of unpaid orders on the website, which is essentially superficial. Telephone sales in the true sense, that is, the secondary development of old users and the unfamiliar call sales of new users are not enough.

3. Some sell only by feeling. Statistical analysis of performance fluctuation and conversion rate without major products.

4. There is something wrong with the team atmosphere. The development of enterprise competition to vicious competition directly affects the overall performance.

Third, the next step

New starting point, new hope. Achievements represent the past, and our work will begin a new starting point. Next, we will strive to do the following work:

1. Strengthen cooperation and further strengthen training. In the new year, we hope to further strengthen cooperation with product departments, provide us with more product training, and help us step into the ranks of senior sales consultants. It is necessary for school staff to be familiar with school products. In order to develop, the school may have product improvement or launch new products, and often carry out some product training to let employees know more about the new products of the school, improve their work skills and let everyone grow faster.

2. Strengthen data statistics and analysis. Keep abreast of incoming and outgoing calls, strengthen management according to performance fluctuations, and improve product conversion rate.

3. Actively study and explore sales laws. Guide the development of sales work and create more economic benefits for the school.

The above is my work summary and plan suggestion for half a year. Please correct me if there is anything wrong.

In the new year, we will firmly grasp the strategic opportunity period of education development and fully assist the sales staff to achieve the sales target. We all work together, closely combine our own reality, make long-term plans, work hard, stand at a new starting point, move towards higher and better goals, and do our work better! In the near future, I believe the school will develop better and faster!

Telemarketing Year-end Personal Summary (Selected Part 5) Half a year's telemarketing work is over. I think I should feel lucky for my past job. In fact, many aspects of my work have gone smoothly in the past six months. The accumulation of all aspects of work has made me stronger and more familiar with the sales job. This really benefited me a lot. Thinking about the achievements of this job, I think these should be what I continue to keep and continue to do these basic duties in life. I don't think there is anything I can't accumulate experience and let my hair grow. Telemarketing has made me understand a lot of truth, and I have redoubled my efforts under the guidance of my colleagues and the concern of my leaders. I don't want to drag down the whole work. Look, I also summed up my work in the past six months:

I. Sales Work

I have no professional study and training. When I took this job, I was worried about whether I could do these things well. The word sales is still relatively new to me. I never thought it would bring me some negative work emotions, and I don't want to make these things so dissatisfied for my own reasons. I always feel that these things can be changed, and I know exactly what to do at work.

I actively learn some telemarketing skills. Although there are no shortcuts in my work, we can improve my working ability. I am willing to take the time to do it myself. Learning is much easier than practicing and making achievements.

I still made progress when I was selling. My work performance in the first and second quarters is not obvious. At that time, I didn't come for a long time and was in the initial stage of my work. I think I still have a lot to learn in this respect. In the third and fourth quarters, I had enough experience and made relevant preparations in this respect, which made me realize a lot of value. I will continue to work hard.

Second, the sales results

A little telemarketing, I made _ _ phone calls, of which _ _ were effective customers. I didn't know that. I don't think my performance is outstanding, but it is an encouragement to me. This is hard to come by. It's hard to get in touch with these in my life. I just want to keep it up. For me, in terms of sustainable development and performance in the past year,

Third, shortcomings

I want to accumulate enough experience in my work so that I can make progress. In the past year, I was sometimes not careful enough, and I often forgot something. My professional level needs to be strengthened. I don't think these are willing to prevaricate. The improvement of my business level is the standard that directly makes me progress.

Telemarketing Year-end Personal Summary (Selected Part 6) In a blink of an eye, 20 years full of opportunities and challenges have passed, and we have ushered in a brand-new 20 years. In the past time, I deeply felt the vitality and development of the telemarketing center, as well as the enthusiasm, hard work and upward spirit of all my colleagues. I have the same goal and ideal to work hard and make the results I want.

In retrospect, I have been in the telemarketing center for almost two years. By studying the professional knowledge of insurance products, telephone sales skills, telephone interviews with customers and the study and cooperation among colleagues, I have learned and understood a lot of knowledge that I can't learn in school, whether it's being a person or doing things. Telemarketing may also be the most difficult of all sales, not to mention that the products sold are insurance, and it is the most challenging to sell among people with weak insurance awareness in China. Rejection from others always hurts my self-esteem. In telemarketing, we make at least 50 calls every day. If there are 22 working days every month, we will make 1 100 calls every month. It can be seen how many rejections we have to go through, and the voice we hear the most is "I don't want it". If we can't motivate ourselves and each other, then we may be shrouded in gloomy clouds every day, don't want to call every day, and even feel pain at the sight of the phone, because no one likes the feeling of rejection, so we must put our hearts at ease and have a strong will. In the pursuit of success, you will inevitably encounter all kinds of difficulties, twists and turns, blows and disappointments. In addition to having firm confidence in the goals you set at the beginning, you should go back from time to time to check whether your footprints have deviated from the track or taken more detours. If it has deviated, come back quickly, correct it quickly, summarize and review it irregularly, and ensure that the direction is always correct. As the saying goes, "A person who does not pursue progress is standing still".

Through my own efforts and the teaching of the monitor, I rose from an ordinary position to an assistant monitor last year with good performance, and I also realized the affirmation and high hope of the central leaders for my work. Therefore, I will always urge myself to set a benchmark as an assistant in the group, preach positive emotions to the team members from both performance and work attitude, and assist the monitor in daily management in time.

Although there is still a certain gap between my current goal and the requirements of the center, my prospects are good, my mentality is positive and my confidence is full. Of course, I also know that my problems are more prominent:

First of all, I care too much about success or failure, have no patience, have a bad sense of proportion, and often sell products at inappropriate times or talk too much, which makes customers feel disgusted. Secondly, the working state is unstable. For example, when I was in a good state two days ago, I had a good talk with my customers, and the probability of opening a new order was high, but I was always lazy and didn't want to make a phone call during the working day. Finally, there is no strong self-demand, and I don't make full use of my spare time to study and improve myself and strengthen my skills.

For these problems, we will strictly demand ourselves this year: strengthen sales awareness, strengthen purpose, communicate with customers in a planned and step-by-step manner, avoid rushing into the challenge; Control your emotions and state, try to maintain a stable state and maintain a good state; If you want to have a good performance, you must strengthen your business study, broaden your horizons, enrich your knowledge, adopt diversified forms and strengthen your skills.

The above is a summary of my work. There will always be all kinds of difficulties in work. I will ask for instructions from my superiors and discuss with my colleagues. I will try my best to overcome them and make my greatest contribution to the center.

Personal summary year-end electricity sales (selected chapter 7) light is like an arrow, the sun and the moon are like a shuttle, time is always as fast as running water, and a new year is ushered in unconsciously! After walking through _ _, looking back, I think more, feel more and gain more. "Busy and rewarding, tired and happy" has become the main theme of the heart song, which is often heard. For me, the work of _ _ _ was an unforgettable year. The change of work content, coupled with a series of adaptation and adjustment of work ideas and methods (including adaptation at work and adjustment of mentality) brings a feeling of exhaustion, and the joy of harvest is also integrated into fatigue. With the support of the leader and the close cooperation of all my colleagues, I love my job, am conscientious, pragmatic and firm-minded, and have successfully completed my own work and other work assigned by the leader.

As the head of the sales department, I have gone through a year with the care and help of company leaders and colleagues. In this nearly a year, I have gained a lot through hard work.

Near the end of the year, I think it is necessary to make a summary of my work. The purpose is to learn lessons, improve myself, let myself do a good job, and have the confidence and determination to do a better job next year. Below I will make a simple summary of the work of one year.

1. As an employee of the sales department, I feel deeply responsible. As the window of the company, my words and deeds also represent the image of the company. Therefore, it is more necessary to improve their own quality, set high standards for themselves, and enhance their professional knowledge and skills.

I have repeatedly failed in the development of new orders. In the face of many lessons, we must first find out our own reasons, analyze why we are always fined, and find out our own shortcomings by comparing with our peers and competitors. In the future work, I will continue to strengthen my business study, improve my level and make achievements for the development of new orders in the future.

3. In the piece where the company provides customer demand information resources, it has repeatedly failed to achieve good results and missed a lot of customer resources. Due to various factors, most customers did not choose our intelligent information port.

4. In the future work, we should seize the customers in this field, try our best to grasp the analysis, make a personal work plan, handle all the work well, and enhance communication with customers. Understand their needs and be able to deal with them accurately to win customers.

The new year's work is about to begin, the busy year of _ _ has quietly left, and the process of 65438+ 10 in _ _ _ is about to begin.

Look forward to _ _, and define the company's goals and plans. Plan your work and personal goals:

Intensive cultivation in the usual work, keeping up with all the projects. In the future work, immediately grasp the needs of customers and make corresponding plans and work. Find out their (other suppliers') disadvantages and highlight our advantages; For example, brand, quality, service and resources, to win the support of customers, but also to do a good job in customer relations, enhance their sense of service, so that customers can rest assured and earn happiness. Establish a long-term cooperative relationship. For customers, we should also learn from the past. We should not only understand the needs and ideas of customers, but also try our best to meet their needs and do more work in this area. Don't let go of customers' information easily, so as to get in touch with customers, understand and do work, including classified publicity, and the advantages of classification of companies and other newspapers, so as to win customers' recognition.

Looking forward to the new year, the new year means a new starting point, new opportunities and new challenges. I will work harder, study sales knowledge assiduously, improve my own level, and strive to complete the company's sales tasks and goals. At the same time, I hope that companies and individuals will reach a new level.