1. Bad mentality: the specific manifestations are

1. No passion, no body movements on the phone, and not speaking loudly enough;

2. Don't believe in your own products;

3. I have no confidence, don't believe that I can do a good job in telemarketing, and I am ready to be killed at any time;

4. Irritability, which is boring to repeat every day;

5. I am in poor health and sick;

6, insufficient investment;

7. I don't like telemarketing for fear of rejection;

8. I didn't feel like an expert when I called, and I didn't feel that I was an expert at that time;

2. Pronunciation and intonation

1. The speaking speed is too slow or too fast. Generally speaking, the speaking speed of experts is slow, but we should try our best to match the speaking speed of customers;

2. The sound is too low;

3. Expert modal particles are not added: hmm, oh, uh, ah

4. Not calm enough, firm and powerful, and the voice is too soft

5. Not following the principle that the first half of the sentence is fast and the second half is slow

3. The speech flow

1. Not following the speech flow, omitting, exchanging and changing without permission.

2. When customers ask some questions to disturb the process, they don't know how to answer the questions and then go around the process to continue down;

3. In the process of investigation, we should try to finish the three-step questions, and don't just ask one step and draw a conclusion. Try to find as many problems as possible to make customers pay attention to their own problems;

4. Be sure to recommend products after suffering, and the order cannot be reversed;

5. The core process should be clear in the communication process.

IV. Handling of objections

1. Handling of common objections is not skilled enough or convincing;

2. The newly encountered objections cannot be reflected;

3. The objection handling in speech art is not fully understood, and it is out of shape or deformed incompletely;

4. I don't know the skills of objection handling

1) Ask questions

2) Understand first and then react

3) Transform

4) Don't answer

5) Some objections are just casual and habitual questions from customers, and it is best to answer them positively in one sentence. Nj.neijob.com Neijiang Recruitment Network

5. Proficiency

1. I'm not proficient in speech, and I can't even read smoothly, so I dream of making a bill!

2. The response was too slow, and the customer remembered that there was something related to the speech after hanging up the phone.

3. Reading to the customer while watching the speech can't convince the customer;

6. Too few telephones

1. Too much time is wasted on one or a few telephones;

2. I'm in a bad mood and don't want to call;

3. There is something wrong with the opening remarks, which wastes a lot of data;

VII. Poor management of communication details

1. When the customer was speaking, he didn't respond and didn't know how to repeat the other party's answer properly;

2, bad mantra, I don't feel it;

3, frivolous tone, played inappropriate jokes and asked inappropriate questions;

4. I didn't pay attention to the interaction with customers, only talked about myself, and didn't stop to interact with customers every two sentences.

5. Don't pay attention to listening, always interrupt the customer's words, or just read the words by yourself and don't understand what the customer is saying;

6. The pause time is too long or too short, so it is not natural and quick to change the topic;

7. Answer customers randomly, gild the lily, and talk about irrelevant topics;

8. When answering customers' objections or questions, you don't follow the principle of understanding first and then answering, and directly confront customers, which leads to customers' disgust;

9. No empathy, no empathy, no sympathy and understanding when customers express various emotions;

11, promiscuous promises, promiscuous guarantees, too absolutely lead to customer doubt and disbelief;

11. When you ask a customer a question, the customer sometimes perfunctory you. This is because the interviewer must dig deeper or repeat his words directly. Only in this way can he help find the problem.

12, when the customer intentionally refuses to cooperate to conceal the real situation and has a strong sense of resistance, you can use the method of beating about the bush to find the customer's problem.

13, be sure to make a summary;

14: Why is the bill always returned or the bill is cancelled?

1) The speech is too strong, the sales promotion is too strong, the problem is not considered from the customer's point of view, and the customer is not given a chance to speak;

2) When confirming the order, you didn't ask the customer if there was anything unclear, so that the customer could express his concerns;

3) The customer was not told not to leave the local area when placing the order;

4) The product name was not repeatedly stated when placing the order;

5) The company name was not explained to the customer when placing the order;

6) When placing an order, there is no action to stabilize the order;

Eight, the skills are not in place

1, the questioning skills are not in place, and the questions are not targeted, which cannot guide customers to think directionally;

2. The listening ability is not in place, and the customer's real meaning and implication cannot be recognized;

1) Don't respond immediately to what the customer says, first confirm the meaning of the other party, then make an answer, and repeat the customer's words appropriately, just to get enough reaction time, and then answer

2) Don't just follow the words when you hear what the customer says, and choose different words to answer according to the customer's subtext;

3) generally don't interrupt during the listening process. When the customer finishes, the more the customer talks, the more he likes you.

3, the expression skills are not in place

1) I don't know how to praise in time;

2) I don't know how to repeat in time;

3) inaccurate expression: for example, not too expensive, it should be not expensive at all, or very cheap. Nj.neijob.com Neijiang recruitment network