Telemarketing: Rooted In Tradition, Facing The Future

With the rapid development of society, the competition of product market will be gradually tilted from the competition of product quality and price to the competition of services. Providing quality customer service is very important for gaining more market share. Therefore, many industrial enterprises should focus on the development of "product centered" to "customer centered" mode, and the quality of service will directly affect the income of enterprises.

Many enterprises began to work hard on after-sales service and marketing, expand the types of pre-sale and after sale services, expand their business types continuously, and enable enterprises to carry more than ten types of business types. In order to provide services, the company announces several business telephone sales hotlines, rescue hotlines, and after-sales hotlines.

However, the amount of business undertaken by employees is increasing, the quality of telemarketing or after-sales service can not be controlled, the management assessment is single, the management of customer data lacks unified management, and later services can not keep up with the market.

Low; new and old customers are not treated differently; business segmentation is not in place.

There are many types, but the revenue is not obvious; the problem of high customer churn rate and the failure to protect customer loyalty are coming.

Set up a successful set.

Many enterprises do not choose to go deep into the call center industry. The development of the technology has grown in the face of adversity and accumulated in growth.

In the year of 2015, we integrated our experience and products, and launched a series of new user experience solutions.

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For telemarketing, marketers and customers do not see each other.

Therefore, communication through voice is very important.

A good salesperson should be able to create a harmonious atmosphere in a short time.

The formation of communication atmosphere mainly depends on infectious force, questioning ability, listening ability and overall grasping ability.

1., we should master the relevant knowledge of marketing business and deal with all kinds of problems that will be encountered online, and avoid the embarrassing atmosphere caused by the inability to answer the questions raised by customers in order to let customers think they are unprofessional and hang up the phone.

The 2. infection is mainly manifested through pronunciation, intonation, speed and rhythm.

Marketers should have a positive attitude.

Only by truly stimulating yourself and achieving a state of excitement can you express positive attitude in your voice. Customers will have confidence in you and will also improve the success rate of marketing.

3. maintain a certain rhythm when speaking.

Do not stop at one go, proper pause is necessary, which can be used to judge the customer's response and not to give customers the feeling of rushing to sell.

4., the tone is warm or peaceful, depending on the customer's attitude.

Some people may say, "my natural voice is not good, how to change it."

In fact, for customers, it does not need a very sweet voice.

But in speech, we must reveal a positive and professional feeling.

It can be very warm and soft, but don't give people the impression of rushing to sell.

5., marketing personnel should have an equal attitude with their customers. They should not be despised or impatient even because they do not understand the business.

During the recording, I found that some colleagues' business descriptions were too colloquial, and there were a lot of customers' problems. There was an impatient tone, and the voice did not sound natural enough.

7., listening is to show respect for our customers.

When customers express their opinions on marketing business, good listening will soothe customers' dissatisfaction and solve their doubts, so as to successfully complete marketing.

It's not difficult to concentrate on listening.

8., overall grasp ability.

Marketers should be sure of a phone call as a whole.

For simple business, we must control the duration of the call.

For the complex business, answer to the customer's question, if the customer talks about the non business problems, it is necessary to move the topic back in a polite and timely manner.

In general, as a telemarketing customer service, you must be confident and not hesitate to speak.

If customers feel that you are not confident enough, it is hard for him to believe what you say.