1. Who am I and what company do I represent?
2. What's the purpose of my calling the customer?
3. What's the use of our products for customers?
Opening remarks of telemarketing: direct opening method
Shop assistant: Hello, Miss Zhu/Sir? I'm Li Ming, a medical consultant of Mo Company. I disturb your work/rest. Our company is doing market research. Can you do me a favor?
Guest Zhu: It doesn't matter. What is this?
Customers can also answer: I am busy, or in a meeting, or refuse for other reasons.
The salesman must interface immediately: I'll call you back in an hour, thank you for your support. Then, the salesman should take the initiative to hang up!
When you make a phone call an hour later, you must create a familiar atmosphere and shorten the sense of distance: Miss Zhu/Mr. Hello, my name is Li. You call me in 1 hour ...)
Telemarketing prologue 2: the opening method of similar excuses
Shop assistant: Miss Zhu/Mr Zhu, I'm Li Ming, a consultant of XXX Company. We haven't met before, but can I talk to you for a moment?
Guest Zhu: Yes, what is it?
Customers can also answer: I am busy, or in a meeting, or refuse for other reasons.
The salesman must answer immediately: I'll call you back in an hour, thank you. Then, the salesman should take the initiative to hang up!
When you make a phone call an hour later, you must create a familiar atmosphere and shorten the sense of distance: Miss Zhu/Mr. Hello, my name is Li. You call me in 1 hour ...)
Opening remarks of telemarketing: introduction of others
Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a medical consultant of a company. Your good friend Wang Hua is a loyal user of our company. He suggested that I call you. He thinks our products also meet your needs.
Guest Zhu:? Why don't I listen to him?
Shop assistant: Really? I'm really sorry. I guess Mr. Wang hasn't come recently for other reasons. Let me introduce him to you. Look, I'm in a hurry to make a phone call.
Guest Zhu: It doesn't matter.
Shop assistant: I'm sorry about that. Let me give you a brief introduction of our products. ...
Telemarketing prologue 4: self-reported prologue method
Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a medical consultant of a company. However, this is a sales call. I don't think you will hang up right away!
Customer Zhu: Selling products, cheating. I hate salesmen!
Customers may also answer: What products are you going to promote? If so, you can directly intervene in the product introduction stage)
Salesman: Then I really have to be careful not to let you add another annoying person, hehe.
Guest Zhu: Hehe, the young man is very humorous. What products are you going to sell? Tell me about it.
Salesman: Well, our company's medical expert group is doing a market survey on xxx recently. What do you think of our products?
Telemarketing prologue 5: deliberately picking the fault of prologue
Shop assistant: Hello, Miss Zhu/Mr Zhu. I'm Li Ming, a medical consultant in a company. How have you been recently? Do you still remember me
Guest Zhu: Fine, and you? !
Salesman: Well, our company mainly sells sheep xx products. You called us to buy them six months ago, and we provided you with some trial products. I'm calling you this time to ask if you have any valuable opinions and suggestions on our products.
Guest Zhu: You have the wrong number. I didn't use your products.
Shop assistant: No way. Is it because my client's return visit file records are wrong? Excuse me, may I ask what brand of beauty products you are using at present?
Guest Zhu: I use XX brand beauty products. ...
Prologue 6: Pretend to be familiar with the opening method
Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a medical consultant of a company. How have you been recently?
Guest Zhu: OK. Who are you?
Shop assistant: No way, Miss Zhu/Mr Zhu, you are forgetful. I'm Li Ming. You should pay attention to your health when you are under pressure at work. By the way, have you used our beauty products? Do you feel good? Recently, we just launched a joint service package. I wonder if you are interested?
Guest Zhu: You may have the wrong number. I didn't use your products?
Salesman: I won't make a mistake about the customer's return visit file. Miss Zhu/Sir, I'm so sorry! May I introduce our products to you and provide some services?
Guest Zhu: It seems that you care about users. Please introduce yourself.
Prologue 7: herd mentality opening method
Shop assistant: Hello, Miss Zhu/Mr., I'm Li Ming, a medical consultant of a company. Our company specializes in selling xx anti-aging beauty products. The reason why I am calling you is that our products have successfully helped many people (such as Maggie Cheung, Brigitte Lin, Kimura Takuya, etc.). ). I want to ask which brand of products you use in anti-aging beauty products? ……
Guest Zhu: Really? I am currently using XX brand beauty products.
Prologue 8: Use Dongfeng skillfully to start.
Shop assistant: Hello, is this Miss Zhu/Mr.?
Guest Zhu: Yes, what is it?
Shop assistant: Hello, Miss Zhu/Mr., I'm Li Ming, a medical consultant of a company. The main reason for calling you today is to thank you for your support to our company. Thank you!
Guest Zhu: Nothing!
Salesman: In order to thank the old customers for their support to our company, the company specially prepared a special discount activity. I think Miss Zhu/Mr Zhu must be very interested!
Guest Zhu: Tell me about it!
Prologue 9: the opening method of creating anxiety
Shop assistant: Hello, is this Miss Zhu/Mr.?
Guest Zhu: Yes, what is it?
Shop assistant: I'm Li Ming, a medical consultant of a company. The main reason why I called you is that many customers have reported that most of the current beauty products are temporary solutions. Once they stop using it, they will bounce back immediately. I'd like to ask your opinion on this issue.
Guest Zhu: Yes. ...
The customer may also answer: Sorry, I don't know.
Salespeople should quickly interface: What brand of products is Miss Zhu/Mr Zhu currently using? )
The purpose of effective opening remarks is to make customers interested in telemarketers and conversation content in the shortest time, so that they can get to the point quickly in the conversation, rather than hanging up the phone and making you unable to get involved in the topic.
A telemarketer must make several preparations before making a call. One is customer information. There are many ways and channels to obtain customer information, and it is not difficult to have the Internet now. I won't do it here. This is embarrassing.
The second is speech training, which is the key and has several points: let's take a look at it with a specific case.
To interact with customers on the phone, the so-called interaction means that you can't just talk about yourself. The way to get customers involved is to ask questions. For example, we are sales management software, and the telephone skills of our company's telephone salesmen are as follows: (assuming that the other party is the person we are looking for, we will talk about how to find the person we are looking for later)
Customer: "Hello!"
Salesman: "Hello! I am looking for the person in charge of sales. "
Customer: "I am"
Salesman: "Hello! What's your name? "
Customer: "Zhao is exempt from inspection"
Salesman: "Hello, Zhao Zong! I'm Xiao Zhang from XX Software. I wonder if it is convenient for you to talk now? "
Customer: "What is it? You say it! "
Salesman: "How is the customer information of our company managed now? Do you use the EXCLE table? There is also a special management software? "
Customer: "Now we use EXCLE"
Salesman: "Well, we have a very useful sales management telemarketing management software, which can not only comprehensively manage all kinds of customer information, such as customer contact information, contact records, sales opportunities and so on. It also allows you to evaluate how many customers telemarketers should visit every day, which greatly improves the company's sales performance. I can send you an email first to let you know what your email address or MSN is. . . ? "
Customer: "My email address is. . . . . . "
Telesalesman: "Thank you, I'll send you the information right away."
Customer: "OK"
Salesperson: "Then contact again."
Customer: "Goodbye"
This is a very simple telemarketing speech, but there are many well-designed skills in this speech. Let's see what skills are available.
1 ... Ask the other person an easy question first: get the other person used to answering your question, so the first question is "What's your name?" This is a difficult question that no one can answer, so the probability of getting the answer is almost 100%.
2. Every sentence ends with a question: lead the other person to answer his own question, and finally lead the question to what he wants to say.
3. Be polite: "What's your name?" Is it convenient for you to talk? Let the other person feel that you are a very polite and considerate person, which may reduce the chance for customers to hang up on you.
4. Don't directly introduce your products, first find out whether the other party has a demand: "How do you manage the customer information of our company now? Do you use the EXCLE table? There is also a special management software? " Many people will make this mistake. No matter whether the other party needs it or not, customer relationship management software will introduce its own products as soon as it comes up, and it is difficult to succeed. Don't introduce your company's products until you confirm that the other party is not using sales management software. If the other party says yes, don't hang up. You can tell each other, "We also make sales management software. How do you feel about the software you are using now? " This kind of question knows something about competitors, and maybe customers will tell you about a competitor's product, which will be of great help to your future sales.
5. Don't ask the other person "Are you interested?" The first category, if the other party is interested, directly ask the other party for email or other contact information. In this case, it is very easy to ask for contact information, but it is difficult for the other party to confirm whether they are interested, and usually they will send you away by refusing. It's like chasing a girl When you first met her, you asked her if she was interested in being your wife. You can imagine her reaction, but it's easy to ask her for her phone number. Ask the customer for contact information, and you can send the company's product information to the customer continuously, so that you can cultivate this customer slowly, just like the feelings and interests between lovers need to be cultivated.
6. Introduce your intention in one minute: I specially tested the above speech, and it only takes 45 seconds to finish. Don't say too much, just explain the characteristics of the product clearly, and then introduce it when the other party reads the information or visits. After all, it's hard to catch a customer just by a phone call.
7. Speak at the same speed as the other party: You can imagine how painful it is for a fast-talking person to talk to a slow-talking person on the phone. If you let customers suffer, the best way for customers is to hang up your phone, no matter how good the products you sell are, because you have no chance to introduce them at all; So keep the same rhythm as the other person's talking speed on the phone, just like dancing, otherwise the other person may not want to be your partner.
Of course, the above speech is from our company. You can refer to this model and combine your company's products to rewrite a speech, and then recite this speech. Be sure to find a colleague to practice more.
In addition, it is impossible for every customer to answer the same question on the phone, so we should think about the questions that customers may ask in advance, write down all these questions, which is the sales script, and then recite it and practice it with colleagues, so that the performance of telephone sales will be obviously improved.
The telemarketing manager's task in this process is to ensure that every telemarketer starts to use the same words. Don't play when he is not skilled. Call according to the script, and then call according to the situation when the level is very high. Using this method, new recruits can start making phone calls as long as their product knowledge is ok.
Telephone sales should also pay attention to the division of stages, and cut the big goal of winning customers into small goals, such as:
Finding the person in charge was the goal and it was successful;
Contact is the goal, achievement is the second success;
It is a goal for the other party to understand the information you sent, and it is the third success for the other party to understand it, and so on.
You can divide all the customers you can meet into one goal, so that a sales process consists of several goals, and each goal is successful. When each small goal is achieved, the transaction is only a matter of time. The biggest advantage of this is that the psychological pressure of telemarketers is very small and easy to implement.
In this way, the management of telemarketers has become very simple. As long as the telemarketers are guaranteed to achieve the stage goals, it is naturally not a problem to make achievements. Managing each stage of this sales process is called refined process management. The use of Li Jiu sales management software will make this process a reality. Every time a telemarketer calls, he will enter the call record in the system. By the end of the month, as long as all the effective dunning quantities are compared with the target dunning quantity set by the company, they can be evaluated.