In many telemarketing training courses, I will ask students a question: What kind of people do you like to communicate and communicate with on the phone? There are many answers, such as sweet voice, magnetism, clear thinking, quick thinking, kindness, no bureaucratic jargon, patience, concentration, conciseness, to the point, calmness and composure, being considerate, easy to communicate, solving problems immediately, being polite, not being too enthusiastic, answering questions enthusiastically, daydreaming, humorous and lovely.

If we sum up the above points, it is not difficult to find that some of them are related to sound, such as sweet and magnetic sound; There is also something related to the way of speaking, such as simplicity; There are also attitudes, such as patience and concentration; There is also something related to personality. For example, some people like people who are enthusiastic, while others like people who can't be too enthusiastic. This also involves professionalism, such as solving problems immediately. Here, I summarize a considerable part of it as the appeal on the phone. Let's look down

Whether it is face-to-face communication with customers or telephone communication, appeal is undoubtedly an important factor affecting the communication effect. As we all know, the appeal in communication mainly comes from three aspects: body language, voice and wording.

When we communicate with customers by telephone, we can't see each other, so this appeal will be more reflected in your voice and your wording.

Just one thing we should pay attention to, although we can't see each other on the phone, it doesn't mean that our body language won't affect the appeal, because your body language will affect the appeal of your voice.

Use your voice effectively.

A strong voice appeal will make your customers accept you and like you quickly, which will greatly help you to establish instant affinity. From the perspective of communication elements, the appeal of sound comes from three aspects: voice characteristics, your wording and your body language.

Sound characteristics (

The main factors are: enthusiasm, rhythm, tone, intonation and volume.

Positive)

A positive attitude will make your voice sound positive and energetic.

A positive attitude is not only important for telemarketing, but also for any form of sales. A positive attitude in telemarketing will form a positive behavior. Positive means that whenever you call a customer, or a customer calls you, you should think in a direction that is conducive to sales and promotes sales progress.

For a simple example, a telemarketer told me that he was talking about a very important business with a very important customer. At the last moment of the customer's decision, he wants to call the decision maker, but he is afraid. He is worried that he will get a result he doesn't want to see. In his mind, he repeated the scene that he was told by his customers that they had no hope, which was actually his own fantasy. Finally, after a long period of pain, he called the customer feebly and reluctantly under unbearable circumstances. And the result? On the other end of the phone, the customer enthusiastically told him that they had decided to cooperate with him. The salesman breathed a long sigh of relief after hearing this.

We cite this example to show that, in fact, many times, all our negative thoughts are caused by our own pressure on ourselves, but in fact, we don't need to do so at all. Therefore, if you used to face customers negatively, from now on, face every customer you meet with a positive attitude, and you will find that miracles will really happen!

Enthusiasm)

There is no doubt that enthusiasm can infect customers! It is a natural process for both sides to have enthusiasm when meeting customers. But in telemarketing, it is difficult to do this. Many of us are full of energy when we meet and talk with customers. Even if we talk for a long time, it is easy to feel tired on the phone. Therefore, it is not too difficult to generate enthusiasm, but it is difficult to maintain a high degree of enthusiasm at any time all day. But it's no wonder that the endless phone calls one after another, coupled with the pressure of work, are not difficult to understand. How to always maintain a high degree of enthusiasm on the phone?

Call for a while and rest for a few minutes; l

Drink a cup of your favorite drink; l

Walk around and exercise; l

Take a deep breath. l

Rhythm)

The appeal is also reflected in the rhythm of speech. On the one hand, rhythm refers to the speed of speaking, on the other hand, it also refers to the speed of responding to the questions spoken by customers. Have you ever had the experience that you introduced yourself: "I'm Li Chao from Tianwei Company" and the customer said "What, what did you say?" The customer obviously didn't hear what you were saying, especially when the company you mentioned was strange to him. Talking too fast may make customers unable to hear clearly, thus making customers lose interest; And speaking too slowly often leads to a lack of passion.

In addition, the response speed to customers is also very important. If the response to the customer is too fast, for example, the customer says "the main purpose of this matter is …", and then the salesperson says "I know, your main purpose is …", because the salesperson knows what the customer will say next, he interrupts the customer! This situation will send a message to customers, that is, they don't care about customers and don't listen carefully. Note that at this time, we are in no hurry to answer questions. Of course, it should not be too slow.

Tone)

When talking to customers on the phone, the tone used is also very important. The tone should be neither supercilious nor supercilious. Just don't let customers feel that we are begging them, such as "look, this matter depends on you". This Nuo Nuo-only tone will only give customers a negative impression, which is not conducive to establishing a professional image. Imagine: which expert is asking for help? ; Of course, we don't want customers to think that we are domineering, such as: "You don't know our company? ! "

Sometimes what we want to convey to customers on the phone is one tone, but the other party may listen to another tone. In the telemarketing training class, a game I often play is to let each student express the same sentence in a happy, sincere, ironic, angry and happy tone: "Thank you very much for inviting me to this party. I am really happy. " Don't tell others what tone he wants to express before expressing it to other students. The result of the game is that sometimes what you want to express will not be fully understood by others.

Intonation)

Don't intone too high. If it is a male voice, the deep, powerful and rich voice will be more attractive. Especially the male voice should not be too sharp or too girly. At the same time, the use of intonation should be rhythmic.

Too dull sound will distract people and cause boredom, especially when we spend a long time explaining an important problem. In other words, we should use stress. For example, the salesperson said, "I suggest that we take action now." In this sentence, action is the key point, which should be emphasized with stress. Of course, we should also pay attention to the important words emphasized by customers, which requires us to have a good listening comprehension.

Volume)

Of course, the volume should not be too loud, too loud is a bit harsh, of course, too small for the other party to hear. The best way to control the volume is to ask your colleagues or friends for help, so that they can listen to what is the most appropriate volume for your phone call. At the same time, because the telephone salesmen in the call center are equipped with special telephone headphones, the position of the microphone in the headphones is also very important. Don't face your mouth directly, but put it in the lower left corner of your mouth, which is very helpful to maintain normal telephone volume and sound quality.

Your wording (

The main elements of wording are conciseness, professionalism, self-confidence, positivity, pause and fluency.

Concise)

Because the time on the phone is limited and the people who call us are very busy, it is very important to use concise words on the phone.

Conciseness, on the one hand, refers to the use of concise words, such as "I'm from Beijing and Tianda Company. My name is Chen XX, and we provide computer training services. " This is the opening remarks of a telemarketer in a company. If you are a customer, how do you feel when you hear this? In fact, this opening statement can be expressed in one sentence: "I am Chen XX from Beijing Tianda Company, and we mainly provide computer training services." On the phone, we try to use more concise words to express it without affecting the communication effect.

On the other hand, it also means trying not to talk too much about business-related content on the phone. This is especially important when our customers are hawks. Of course, in order to establish a relationship with customers, it is necessary to talk about personal content appropriately, but enough is enough. Don't waste your time, and don't take up too much time of customers.

Professional)

As consultative selling personnel, it is undoubtedly very important to have professional knowledge of products, industries and competitors, and this professionalism can only be conveyed through our voice. If we lose our professionalism in front of customers, will customers still believe us? (Of course, be careful not to use technical terms on the phone unless you know that the other person is an expert in related fields. )

How can I improve my professional quality? On the one hand, it is related to our professional knowledge, on the other hand, we should also pay attention to self-confidence and speak in a positive tone. This brings us to another topic.

From the way of speaking, logical sentences are also easier to establish an expert image. For example, when a customer asks you a professional question, "What does the manageability of your network system mean?" You replied: "Manageability mainly means, first, second and third ..." When you reasonably say 1, 2 and 3, your professional ability will be improved, your position in the eyes of customers will be improved, and trust will be easier to establish.

Confidence)

Self-confidence and professionalism are different. People with high professional level are not necessarily confident. Self-confidence and modesty are different. We in China have always claimed modesty, but modesty is not a good thing in sales. I remember hearing a story that a patient had a heart attack and had to have an operation. Lying on the operating table, the doctor took a scalpel and said a word to the patient. The patient said nothing and immediately stepped down from the operating table. I won't do it. What he said, the doctor said modestly, "I'm sorry, my medical skill is average." Please forgive me if I don't do well. "Do you want to be the doctor?

Take the doctor above as an example. The doctor is actually very modest, but the effect is not good. In order to maintain self-confidence, we should use affirmation in tone and wording, not negation or ambiguity. For example, when a customer asks a salesperson of a computer company, "How fast is your tape recorder?" The salesman said, "Our tape recorder may be 4-speed." How would you feel if you were a customer? It may be, it should be, maybe wait. These are all uncertain words, indicating that you lack confidence, which will also affect your professional level. Of course, it also has a negative impact on your appeal. In sales, we should avoid using such words and replace them with more positive words and a more positive tone. In some cases, you should express your affirmation firmly, but you can't hesitate at all. Your indecision may make customers lose confidence in you. For example, when a customer says, "Can you let me receive the goods on Thursday?" If you can, then you should categorically say "Yes, absolutely no problem", so as to further strengthen the confidence of customers. For what you really don't know, you should find the correct answer before telling the customer.

In addition, for some salespeople who are just engaged in telemarketing, you may be a little shaky when you speak because of inexperience and nervousness. This situation may also happen when you are not confident. When you are not sure about one thing, it is actually empty in your heart. A guilty conscience is like lying, it will make your voice tremble. The trembling voice gives people a feeling of nervousness and unconfidence, which may make customers think that you may be lying and make customers wonder if their time is spent on unnecessary things. The best way to overcome this is to have confidence in your product. Even if you know that your product has some shortcomings, you should look on the bright side, because your product has shortcomings and so do your competitors. What we want to emphasize to our customers is our value, not our weakness. In addition, deep breathing and adequate preparation can also help you enhance your self-confidence.

Positive wording)

Different words convey different information, even if we want to express the same meaning, the effect they convey is different. For example:

"Are you the head of the computer system department?"

"Are you in charge of the computer system department?"

"Who is in charge of the computer system department?"

"Excuse me, who is in charge of the computer system department?"

"Who else is in charge of the computer system department besides you?"

The purpose of the above questions is the same: to find the person in charge of the computer system department, but the results of these questions are quite different. How do you feel?

In addition, when making phone calls, we try to use positive words instead of negative words, such as: "I want to know about your computer use this year." Which word in this sentence is not well used? By the way, it is "knowing" and "knowing" who is benefiting, it is the salesperson. If the word is changed to "consultation" or "consultation", customers will definitely feel much better.

For another example, if your customer tells you on the phone, "I think your major is strategic consulting, not human resource management consulting, and we need a professional company for human resource management consulting." At this time, you may say, "I know what you think. Although we have little experience in human resources projects, our rich management consulting experience will help you achieve the project objectives. If we change the method and express it in a positive way, it may be: "I understand your idea. We have had successful project experience in human resource management consulting, and our rich consulting experience in other project areas will definitely help you achieve the project objectives ...". These two different expressions have left different impressions on customers.

Pause)

Among several elements of telemarketing, pause is also very important. Why did we stop? Pause can attract customers' attention, give your customers a chance to think, let your customers actively participate in telephone communication, and make your communication with customers more interesting.

For example, in telemarketing, a headache for many salespeople is how to judge whether the customer is listening to you and what is still on his mind. What should you do? The best way is to pause! When we pause, you can know whether the customers are listening to you according to their reaction. Of course, whether they give you feedback in time is also an important way to judge.

Keep flowing)

If you hear the other person say to you on the phone, "Well, ah ... how can I put it?" ? Even when some salespeople are talking, they are accompanied by some "squeaks" of their mouths. How do you feel? What do you want to do next? What most people want and take is to hang up the phone quickly. They don't want to communicate with someone who can't even speak the phone fluently. They will feel very uncomfortable, and I'm sure you will feel the same way.

Your appeal on the phone is also reflected in the way you speak, and one of the most important points is whether you are fluent or not. At the same time, whether you speak fluently will also affect your professionalism in the hearts of customers.

Use your body language to influence your voice appeal.

What is the most common body language that can affect the appeal of sound?

Smile (

Smiling can really change our voice and infect customers on the other end of the phone line. Your smile can not only make you confident, but also bring joy to your customers. Imagine the customer on the other end of the phone. When he hears your "smile", will he smile himself? !

Besides smiling, your posture and gestures are also important!

Sometimes you can stand up and make a phone call instead of sitting. When you stand up, your voice will be more comfortable, and with the use of gestures, you can feel that you are communicating face to face with customers.