Training Top-Level Telephone Sales Eloquence

Telemarketing is convention and Exhibition

I. preparation work

Adequate preparation is necessary before conducting telemarketing.

The specific preparations are as follows:

1, know yourself: before conducting telemarketing, you must first understand your business and marketing projects.

Such as the nature of the company, the culture of the company, the characteristics of the sales products, the professional terms for sale, and so on, this is one of the basic tasks before the sale.

2, sales target: who you are going to call, you need to make a simple determination (such as the name, position, function, contact method, etc.) of the other person.

If the above judgment can not be made according to the data, it is necessary to confirm the customer information before starting sales.

Identifying customer information and selling is two things.

3. Suitable environment: you must have a quieter environment before you prepare to call. If the noise is too loud, it will cause the illusion of receiving information from the target customers.

4, sales content: we must grasp the contents of our own sales in a real sense.

Many salespeople often make fatal mistakes in this part.

Because the questions raised by the customer during the consultation may exceed the scope of your design at any time. Therefore, you must have a detailed understanding of the exhibition items you sell, and have a more accurate grasp of the services or commitments associated with the products you provide, so that you can better respond to the phone calls.

5, telephone test: don't rush to pull up the customer phone. Before making a call, it is best to give a call to your friends or people around you, ask if your voice is clear, and feel your mood. Your mood will pass to the client opposite to the receiver.

6, equipment preparation: when you are talking, you need to prepare simple utensils for talking, such as recorder, search function, calculator, prompting book, etc.

Before you call, you should prepare the required items and check the relevant equipment at any time.

7, sales sentiment: if you are talking with emotion, the other person can feel your mood through your voice speed, voice and so on, so it is best not to make telephone marketing in bad mood.

Before you make the call, you need to adjust your posture. If you squat or walk along the phone, the other person will think you do not respect this call.

Two, practice communication

The purpose of the exercise is to make yourself unfamiliar with the upcoming business.

Although you have the above preparation, but without sales practice, it is difficult to make timely and quick judgement when it begins to sell formally.

The specific exercises are as follows:

1, introduction: you need to introduce yourself accurately and simply by telephone.

When you introduce yourself, you will begin with a prologue.

For example: Good morning! I'm glad to speak to you, Hello, interruption, and so on, to determine the opening language according to the degree of acquaintance with each other.

When introducing oneself, it is better to simply process the name, name, occupation and so on, so that you can introduce your own business and your identity in a short sentence.

2, rebound: when the other party is connected to the phone, you will have a basic reaction according to your words.

According to the feedback content of the other side, we need to inform the other party of the beforehand prepared bounce.

Most of the rebound words are rhetorical questions.

3, listen: you may be a good speaker, but not necessarily a good listener. When the other person needs you to listen, you should not be a good listener temporarily.

For example, the other side said, "your price is too high, we..."

At this point, you should maintain a balanced state of mind and wait for the other party to describe the detailed results. Then, we can demonstrate or explain the results of the customers.

4, ask questions: asking questions is a skill you must master in telemarketing.

Nowadays, many marketers do not speak to each other, or they do not listen to the other side, and interrupt the other side.

Sometimes the user may tell you the content of the consultation directly. Sometimes the user may get the information he needs by asking questions freely, while the seller asks questions voluntarily, which can effectively increase the degree of understanding to the customers, and the most important thing is to effectively avoid unnecessary speaking risks.

5, hang up: we will say good-bye to each other after the end of each telephone marketing.

Many marketing managers ask marketers to say goodbye to each other, thank you.

I hope we... "

Whether this method can effectively increase customer awareness is not yet available.

The way I recommend is: when customers communicate with you more freely, you can make a formal farewell. If customers are impatient or speak faster, you should hang up. You should choose the right way to express your request quickly.

This is also an important part of showing your basic quality.

Three. Speaking skills

1, inquiries: we have telephone numbers, some of which may be telephone calls on the switchboard, some may be departmental calls, and some may be front office calls.

Usually, the front desk will answer the phone directly after receiving the call.

Whether the front desk is domestic or foreign, it should be polite to introduce the business or the person you want to talk to.

If the other person does not want to connect the phone, he can pull the call again the next day, provided that the person or department of the unit must be identified.

If you call a secretary or other person, and do not want to disclose the responsible person to you, then you'd better hang up the phone after friendly greetings.

After you find the person in charge, tell the person directly that your phone is related to the company's specific things.

2, listen: usually on the phone, the other side will have formal communication with you. This should be a simple business introduction, and try to negotiate in person.

Face to face negotiations can better promote the success rate of sales.

If your partner is communicating with you on the phone for something that is not directly related to your business, your role is a listener.

Objective evaluation and expression of related things can virtually increase personal charisma.

Emotional cultivation is also an important part of promoting sales.

3, rule: any customer has his own language, thinking, speed and habit.

In general, our speech is about 168 words per minute, and the best time to communicate with customers is 5-8 times.

The speed of speeches and the number of speeches should be summarized and adjusted according to the customers' reception habits.

4, difference: in general, users will find some examples to show that there are some unreasonable factors in your product and service. In this case, we should first affirm and repeat the views of the other side, then explain the differences between different contents and the innovation and uniqueness of their sales items.

At the same time, we should analyze the differences between users and get accurate answers, so that we can make reasonable amendments to our products or services.

5, opportunity: no matter how much you describe, it is impossible for you to send a fax or interview more convincingly.

Usually, for the first time, fax or e-mail will be sent to the specific person in charge of the other party, and then the specific communication will be made.

When communicating again, you may as well briefly explain the contents of the fax or email, and then strive for the opportunity to interview.