Experience and experience of telemarketing +0
Although it is an interview telephone invitation course, it is still * * * for telemarketing, so I have to say some learning experiences:
First, telemarketing.
First of all, as the saying goes, "Don't fight unprepared." Similarly, what should you prepare to communicate before telephone invitation? Think about what common questions customers will ask. How to answer can be more professional and attractive? Must have targeted communication and preparation!
Secondly, real communication is based on knowledge and understanding. If you don't know each other, it is difficult to establish contact and gain trust. Therefore, call out his/her name more on the phone, understand his/her work experience, and understand his/her expected training effect. It will make him feel respected and valued, and he will be more trusted!
Finally, you can prepare a notebook before the invitation, record important information, refine the attraction of the course, the advantages of the company, and introduce successful cases to attract customers! Focus on what benefits it brings to customers and stimulate customer interest! With the most professional answers, do have questions and answers!
Among them, the five-step method of telephone interview invitation can also be used as the five-step method of telephone sales:
Among them, some details need to be noted:
1. If the traffic distance is too long and inconvenient, you can actively search for a good route and send it to your mobile phone to show good service!
2. Prompt according to the weather conditions!
It's basic courtesy to wait for the customer to hang up!
4. After the phone is rejected, you can send a text message to sell yourself again!
5. The salesperson has a kind tone and clear expression, and the appeal of language will also be closely related to the transaction rate!
Therefore, adjust the state before the invitation. If you speak with a smile, your voice will also convey a pleasant feeling and give people affinity!
1, SMS prompts company brand, study time, place, bus route, etc. With warm tips and best wishes!
2. Call again before class to ensure the transaction rate!
3. The invitation failed to renegotiate the time!
4. No matter whether the customer clinches a deal or not, the communication content should be completely recorded, which can be used as a customer knowledge base, and some blessing messages, company class information and so on can be sent on holidays!
5. At the end of the day, make a review and reflection on the telephone invitation and sum up a set of telephone invitation words that suit you!
In a word, it is very important to invite speeches, but our attitude is more important. The status, language expression and politeness you convey will have an impact on the transaction rate. Adequate invitation preparation, complete and fluent speech skills, the advantages of the company and the course, and guiding the interaction with customers will greatly improve the transaction rate of telephone invitations. Now the customer's point of view is to tap his needs, handle small details perfectly, and follow up deeply after the invitation!
Experience and experience of telemarketing II.
I have been in our company for some time. At the end of the year, I will sum up the experience and shortcomings of this period so that I can make corrections next year.
First of all, I want to thank Mr. Zhang for giving me a chance to exercise myself. Translation company is an industry that I have never come into contact with before. It's strange and fresh to me, but I feel sacred when I yearn for it. My understanding of it is: unattainable, out of reach. A place where only knowledgeable and proficient people can stay.
The arrival at the beginning made me feel too sudden, but I couldn't accept it at once. With the help of Liu Jie and my colleagues, I gradually got used to it. The company is a newly established company, and clerks can't just do paperwork. This is very challenging for me. I still remember that when my colleagues made a lot of phone calls, I dared to make the first phone call. At that time, my hand holding the phone was shaking and I was praying that no one would answer the phone. But in fact, this is not what I want. I answered the phone there, and I didn't know what to say for a moment: I went to Wubang when I first thought about it. I don't know how I ended that phone call. It's really silly to think about it now.
Telemarketing is also the most difficult and challenging of all sales; I am also a proud person, and refusing others always hurts my self-esteem. But if you want to cross this threshold, you must lose face. Face is your own, but it is given by others. So I try to ask others to give me face and business. To tell the truth, at that time I regarded myself as a hero who was "forced" to go to Liangshan. I call every day and make a lot of calls to let myself be rejected and learn to bear it. Of course, in this process, I did "get to know" a few good interested collaborators (but there was no translation business recently).
After a while, I realized that I also made a lot of phone calls, but few people contacted the business. If you think about it seriously, it seems that you can't say that your mistakes are too big. People are so disgusted with telemarketing that they hang up when they hear it, or make a polite phone call (no one knows if they really remember it). Calling means losing face, being rejected, and making yourself suffer too much psychologically. So I am looking for another way of thinking-network. We are often online, why not use the internet to contact? It can make people relax in the intense work, talk a few words of gossip, and it is also very likely to talk to some customers. In this way, as a netizen, I feel very close and will not refuse you, at least I will consider you. Often online, contact is very convenient, no phone calls, no bargaining in front of so many colleagues, it seems that I am very stingy. Bargaining is an art and patience is indispensable. Nowadays, many people love to bargain, even if the price is reasonable, they will bargain if they are used to it. No matter who says a price, both parties want the other party to accept it directly, and the phone will make people have no buffer time; On the other hand, the network is different. It buffers time, can speak in a relaxed tone, and is easy to accept. Even if you make a mistake, you can easily explain it online and let the other party accept it, but the phone is different. People often like to talk on the phone.
So I changed my strategy and looked for customers online. You really don't say that people can not only accept it online; And even if you don't need a foreign language, I will introduce some customers to you first. It's much easier to communicate, and it's convenient to talk, just like talking to a very familiar netizen, and people don't mind. I like this kind of communication very much.
Experience and understanding of telemarketing 3
After studying and telemarketing, I realized that the most important thing in sales is how to communicate with customers. When you pick up the phone and want to call the customer, have you ever thought about what to say to the customer first? Customers will continue to talk to you, ask you a lot of questions, and then they will believe you and become your loyal customers and dependent customers forever.
You can see a person's quality and inner world best on the phone, and you can also show it clearly on the phone. No matter how you usually hide it, is it necessary to give each other a warm feeling or a cordial friendship in every phone call? Your good image and the company's image will be conveyed to each other on the phone. I know that in today's increasingly fierce market competition, students who have studied telemarketing deeply, especially those who have been blocked in communication with customers, have communication skills in how to do a good job in customer ideological work and strive for customers to finally choose our company's products. The following are some superficial understandings of telemarketing.
1, fully prepared, get twice the result with half the effort. Be fully prepared before each call. Appropriate prologue is the key to successful marketing, so you should prepare the corresponding marketing script before marketing. Psychologically, we must be fully prepared, have confidence in marketing, and have the belief that "I can achieve what I want by calling"! " .
2, simple and clear, clear meaning. Pay attention to simplicity and clarity during the call, and try to express the marketing business clearly in the shortest time to arouse the interest of prospective customers. When you speak vaguely and slurred speech, it is easy to make the caller feel impatient.
3. The speech speed is appropriate and the language is fluent. Speak properly, not too fast, so that the other party can not only hear everything clearly, but also help themselves to be alert and avoid saying the wrong thing without finding it in time. In addition, when you speak, your language should be fluent, your intonation should be as rhythmic as possible, and you should smile, because a smile will be reflected in your voice, giving people a sincere and pleasant feeling.
4. Give priority to listening, supplemented by speaking. Good communication should be based on listening and supplemented by speaking, that is, listening 70% of the time and speaking 30% of the time. Ideally, let the other person keep talking, and the more we listen, the stronger our control. In 30% of the speaking time, the time for asking questions accounts for 70%. The simpler the question, the better, and the right and wrong questions are the best. Speaking with a comfortable attitude and a relaxed tone is more acceptable to ordinary people.
5, customer-oriented, clever complaints. In the process of telemarketing, customers often complain about our telecom. So, how to deal with complaint calls? First of all, remember that customers are the most important, and never have a verbal dispute with customers. Secondly, we must be clear about the root causes of customer complaints. Finally, we should patiently calm customers' hearts and turn hot potatoes into fingers. Under normal circumstances, problems reflected by customers that can be solved within their own authority will be solved immediately for customers; Problems that cannot be solved within the scope of their own functions and powers should be immediately reflected upwards until the problems are properly solved.
In short, telemarketing is by no means equal to making a lot of random calls and trying to sell a few products by accident. I think communication skills are very important if customers want to easily realize the value of telemarketing. Because the working hours are not long, the marketing skills are still immature. In the future work, I will work harder and learn from my colleagues more humbly. The way to acquire profound knowledge and lofty morality is so far away that I will wholeheartedly look for them from heaven to hell.
After listening to the teacher's class, I felt a lot! Small things make great things, details make perfect!
Treat customers, we use eight words to describe: smile, enthusiasm, passion, confidence! Especially when communicating with customers, we should pay attention to many details and the most basic words! We should all be fully prepared. As the saying goes, "Know yourself and know yourself, and you will win every battle".
Teacher Wang said, "The problem is our best teacher."
Sales is a very interesting job, and it faces many challenges every day. The customer says "I'll think about it, think about it", which is a sentence that our sellers often hear. In the face of this sentence, some people will be very discouraged or depressed and feel that they have encountered a very difficult problem; Some people will be very positive and confident, and feel that they have increased their chances to challenge and improve themselves. Is there a problem? Still an opportunity? Depends on our own choices and definitions. And our definition of events is often the result we will get.
When a customer says I'm thinking about it, it actually means a lot, so please don't worry about not finding any answers. When a customer says he is thinking about it, maybe he really needs to think about it (really), maybe he is just a false excuse (fake), or maybe he is hiding something else (hint). Therefore, we sellers need to deeply analyze what kind of customers belong to, and then make appropriate treatment according to the specific situation. There is no fixed answer, but we sellers need to be flexible. A word is ever-changing, so we sellers need to listen carefully, actively explore, learn more about customers' real feelings, and then help customers make wise decisions.
If you want to make greater achievements in telemarketing, you must have professional and skilled skills! Telephone is a ubiquitous communication tool. For salespeople, telephone is also one of the best, most effective and convenient communication tools. We have received countless calls, but have we really noticed something that needs to be controlled on the phone? A phone call may last three to five minutes, ten minutes, or less than one minute. No matter the length of the call, no matter what kind of communication call, the communication process and precautions on the phone are basically the same. How to call us well? How to make good use of our telephone? This is very important for telemarketers.
In short, telemarketing is by no means equal to making a lot of random calls and trying to sell a few products by accident. To make customers easily realize the value of telemarketing, although I have not experienced it personally, I think communication skills are very important.
Let's have enough confidence to do our own work and create our own stage!
Experience and experience of telemarketing 4
In the past three months, with the help of my colleagues, I have learned a lot in sales. The preliminary work is summarized as follows:
I still remember that I didn't dare to make the first call until my colleagues made a lot of phone calls. My hands were shaking and I was praying that no one would answer the phone. However, I didn't expect. I picked up the phone over there and didn't know what I was going to say for a while: everything I thought at first disappeared, and then I wrote everything in my notebook and got used to it. It's silly to think about it now.
Telemarketing may also be the most difficult and challenging of all sales; Rejecting others always hurts my self-esteem. But you have to cross this threshold. To tell the truth, I consider myself a hero who was "forced" to go to Liangshan. Make a lot of calls every day to let yourself be rejected and learn to bear it. At first, with the help and edification of master comrades including the first film, I gradually got used to it. Others can do it. Why can't I?
In the pursuit of success, we will inevitably encounter all kinds of difficulties, twists and turns, blows and disappointments. Perhaps few people in this world will have a wonderful journey all their lives, but most people, including many successful people, have suffered or are suffering from failure. In addition to having firm confidence in the goals set at the beginning, we should also look back from time to time to see if our footprints have deviated from the track and taken more detours. Go awry, come back quickly, correct quickly, review from time to time to ensure that the direction is always correct. As the saying goes, "a person does not strive for progress, but stands still"!
In retrospect, I still have many shortcomings and deficiencies in my work, especially carelessness. I forgot the title several times when faxing, and even forgot my shoes when I went to the meeting. Finally, I borrowed the whole sky. The details of such problems often occur in life; I still can't face the problem alone on the phone. When customers encounter problems, they are prone to panic and can't stand their ground calmly, so they directly hand over the phone to the master or other colleagues. In this regard, they did a poor job, including returning calls and not going to call themselves. Now newcomers who have just arrived for less than a month can face these problems by themselves. I'm not successful enough. We must work hard to get rid of this habit in the future, and we can't always rely on others.
Another point is that you can't distinguish between work and life at ordinary times. Sometimes troubles at work will bring you into life, and unhappy emotions in life will sometimes lead to a day's mood. Of course, this is definitely not a good thing, because if you are in a bad mood all day, you can directly decide whether you can have a receipt to repay your work efficiency! Therefore, at ordinary times in work and life, we should firmly believe that when depressed patients find depressed patients, they will be more depressed. Be sure to find someone who is more successful and happier than yourself. His happiness is contagious and he will find strength and confidence.
Experience and understanding of telemarketing 5
As a customer service manager of medical device sales, one year's telephone sales experience has greatly changed my understanding of sales. After half a year's hard work and struggle, I have experienced a lot. There are joys and sorrows, laughter and tears, success and failure. I also deeply understand several essential elements of customer service: sensitive response ability, knowing how to guess the psychological changes of customers, cognition and interpretation of products, language expression ability and good psychological quality. In addition, I personally realized the great role of sales confidence and service attitude in the sales process.
I just started to dial the phone, just introduced the set meal, and was rejected by the customer in a few words. After repeated failures, I began to make excuses and complain for myself. But I never realized that while making excuses for myself, I also became a little negative. Later, the master learned about it and talked to me a lot. She told me: "A qualified salesman must have full confidence first. Only when he has full confidence in himself can he eliminate the fear of facing customers, give himself clear ideas and introduce products to customers through fluent language. "
These words are deeply engraved in my mind. Whenever I feel depressed, I secretly cheer myself up. I firmly believe that as long as you have confidence in yourself and your products, you have already achieved half the success. With this, I have the courage to pick up the phone and introduce the product. I know all I have left is to pay attention to some details in communication. At first, I was eager to introduce our products, but I neglected to communicate with customers in other aspects. As a result, I am too utilitarian in the sales process, and customers are prone to conflict and disgust.
Slowly, I began to think. With the help and advice of my colleagues, I began to try to make friends with customers, so that customers would have a good impression and trust in themselves. Let customers personally experience the products I recommend, completely for the convenience of customers, let them sincerely accept the products I promote and win the hearts of customers.
As the saying goes, "failure is the mother of success"! In the process of sales, many times we will meet all kinds of customers. Maybe you are lucky to meet a customer who is easy to talk to, but there are also unlucky days when customers make things difficult for you. Don't be discouraged after so many failures. We should find the reason from the root of the matter, why it failed, whether the professional knowledge is not in place or the sales skills are not as good as others. I hope we won't make the same mistake often next time.
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