Telemarketing has become a popular marketing method in modern times, so how can we communicate well with each other by telephone and reach the sales intention? Today I will search for some knowledge about telemarketing skills and speech skills for you.

Telemarketing Skills and Words 1

1. To overcome their inner obstacles,

Some people are already worried that the other party will reject them before calling, and they don't know how to deal with them after being rejected, so they can only hang up. Some people even hope that the phone will hang up quickly and no one will answer, always thinking from the perspective of the receiver and imagining how he will refuse you.

if you think like this, you will be rejected by two people.

that outgoing call will not get the expected effect.

There are several ways to overcome inner obstacles:

(1) Keep a good attitude.

it's normal to be rejected in sales.

it's abnormal that no one turned us down. in that case, we don't need to run business.

We should have 211% confidence in our own products and services and be very optimistic about the market prospects of our products.

it is their loss that others don't use or need our products or services.

at the same time, it summarizes several advantages of its own products.

(2) Good at summarizing.

we should thank every customer who turned us down.

Because we can learn from them why we were rejected.

after each call, we should record that they refused our way, and then we are summing up how to solve it if we encounter similar things next time.

The purpose of doing this is to make us confident enough to solve common problems again, and we will not be afraid or afraid.

(3) Take some time to study every day.

the more you learn, the less you know.

the purpose of our study is not to reach a certain height.

but to give ourselves enough confidence.

Of course, we should study selectively, not learn everything we don't know.

before making a phone call, you can write down the key words you want to express to your customers on paper to avoid being incoherent due to nervousness. If you make too many phone calls, you will naturally become mature.

second, make clear the purpose of calling customers

The purpose of calling customers is to sell products. Of course, it can't be done by one phone call, but our phone calls should be effective and we can get valuable information.

if the person who answers the phone happens to be the person in charge, then we can directly introduce the company's products to him, communicate by telephone, send him product information emails, make an appointment to visit, etc.

if he is not the person in charge, we should try our best to get the information such as the name and telephone number of the person in charge, and then contact him to send an email and make an appointment to visit.

So calling customers is not the purpose. What we want is to contact our target customers, get an interview and then complete our sales.

Third, the collection of customer resources

Since the purpose is clear, it is a question of who to call. The key to the success of telephone sales is to find the right target,

or to find enough effective potential target customers. If you can't do this, you can't create any good performance at all.

In the process of telemarketing, choice is always more important than hard work. Finding the right target at the beginning does not mean that you can generate sales performance, but at least you get an opportunity and get a good start.

three conditions must be met when selecting a customer: 1. Potential or obvious demand; 2. Have certain economic strength to consume the products you sell; 3. The contact person should have the right to decide and be able to make the final decision.

because our products are high-end products, the consumers are mainly middle-and high-income people, public money consumers and celebrities. The industries where these people are mainly concentrated include IT industry, consulting industry, entertainment industry, real estate industry, publishing industry,

medicine industry, automobile industry, media industry, communication industry, study abroad agency, civil aviation industry, financial industry, government institutions and so on. When developing customers, we will

4. Communication with the front desk or switchboard

When the information is collected, it is the telephone contact. At this time, you will find that many telephones are the front desk or switchboard of the company, and the person who answers the phone is not the target you are looking for, and a large set of sales tactics prepared has been turned away before being spoken.

Then we must find ways to bypass these obstacles and bypass the front desk tactics: 1. When looking for information,

2. Prepare more telephones of this company, use different numbers to make calls, and different people will have different reactions when they answer them, so the chances of success are relatively high.

3. Just turn to an extension and ask again (don't press 1 to turn to manual), and you may turn to a salesman or personnel department, so you can avoid the front desk.

4. If you think this customer is very promising, don't give up. You can find another colleague to help you type. By the way, you can test your colleagues, and you can also learn new methods. 5. As their partner, for example, hello, this is XX company. Help me connect with your boss. I sent him a fax yesterday to make sure whether I received it.

6. If you don't know the surname of the person in charge, pretend to know him. For example, ask your manager Wang, "I'm XXX from XX Company. We contacted you about cooperation before.

If the answer is that there is no such person, you can say: Oh, that's my mistake. I lost his business card. Please tell me his name and phone number? "

7. Don't leave your name and phone number with the person who answers the phone.

if the person in charge is not in or available, just say: never mind, when is the person in charge usually here? When do you think it's convenient for me to call, or I'll call you back this afternoon? It will be hard for the person who answers the phone to refuse you again.

V. Opening remarks of successful telemarketing

To find your target customers through twists and turns, you must introduce yourself to the company within 31 seconds, arouse customers' interest and make them willing to continue talking.

That is, the salesperson should clearly let the customer know the following three things within 31 seconds:

1. Who am I and which company do I represent?

2. what's the purpose of my call to the customer?

3. What are the uses of our products for customers? It's best to express your intention in the shortest and succinct sentence in the opening remarks, because no one will have the patience to listen to a stranger make a long speech there. < P > What the customer cares about is what this phone call is for and what it can bring him. A useless phone call is a waste of time for anyone.

for example, hello, Mr. Zhang, I'm XXX from Morning Fruit Industry Co., Ltd. Our company mainly distributes all kinds of high-grade fruits and dried fruits, as well as gift boxes of dried fruits, red wine and tea oil.

You can distribute our products as employee benefits and holiday gifts, and also provide them to your customers to maintain your customer relationship.

note: don't always ask customers if they are interested, but help them decide and guide their thinking; Don't flinch and give up immediately in the face of customers' rejection. The most important thing is to make an interview with customers.

6. Introduce your own products

When introducing products on the phone, we should grasp the key points, highlight our product features and attract customers:

1. Distribution advantages: We consume in the form of membership cards, which can be delivered by credit card several times, and can also be recharged. It is convenient and practical for you to give them to customers as gifts. As long as customers call, we will deliver the products to their homes, saving your customers from going out.

2. Product advantages: Most of our products are imported fruits and dried fruits, and we have our own plantations for many fruits, which ensures that there are no pesticide residues in the products. Many products are rare in the market. Now, we all pay attention to giving gifts to send health.

If you give such nutritious products and services to customers, and the customer relationship is well maintained, your business will surely grow. Sending them to employees will also make employees feel the concern of the enterprise and definitely improve their work. !

3. Advantages of gift boxes Our high-end gift boxes contain a variety of red wine, tea oil and various dried fruits, which can be used as high-end gifts for customers and for visiting relatives and friends. You can choose different gift boxes according to your own needs and preferences.

As a gift for customers and employees, it brings you convenience, and saves you the trouble of purchasing and giving gifts. How convenient it is to get all the gift cards.

VII. Dealing with customers' objections

When introducing products, we will encounter customers' refusals and queries, but we will keep a good attitude, and at the same time, we can think of ways to deal with them.

there are two kinds of customer objections: unreal objections and real objections.

There are several kinds of untrue objections: 1. The customer's habitual refusal. When most people receive a sales call, their first reaction is refusal. This kind of customer will divert his attention.

We are taking the group purchase route, and the products are not sold to him. The function is to improve his employees' work enthusiasm, maintain his customer relationship and bring greater corporate benefits.

2. The customer has emotional objections. When we call the customer, we are not sure whether the customer is in a good mood or not, and it is suitable for communication now.

Therefore, we can hear whether the customer is emotional or not from his tone and attitude, and listen to his complaints, which helps him to resolve his fidgety mood. Then, in the future communication,

the customer will also give back to your kindness. Learn to listen, and the telemarketers will be rewarded accordingly.

3. The customer likes to be a teacher's objection. It is not really dissatisfied that the customer points out your point of view or the shortcomings of the product. The customer himself knows that there is no perfect product in this world, and he just wants to tell you how powerful and knowledgeable he is.

we can win the argument with customers, but we will lose the sales opportunity.

what a salesperson should do is to shut up and listen to the different views of customers.

Then I agree with him: "Well, what you said is very reasonable. All products are flawed. After listening to you, I learned a lot."

then put forward your own different opinions, which not only satisfies the vanity of customers, but also achieves the purpose of selling yourself.

The real objection mainly includes two aspects: 1. Need, and there are several manifestations.

(1) The answer of "I don't need it for the time being, I will call you if I need it" may be that our opening remarks have not attracted customers, so we need to adjust our speech and focus on what our products can bring to him. For example, you see that the Chinese New Year is coming soon,

Your company will definitely give it to employees. Old customers should also maintain a good relationship. Employee benefits can improve employees' work enthusiasm, and customer gifts can enhance customer cooperation. You can get huge benefits with little investment, and your business will get better and better in the coming year.

(2) The answer of "Send a fax/information first, and then talk about it" only leaves us an opportunity to call next time, so we should consider how to attract customers' attention next time, and we should not be too hasty.

(3) With the answer of "I'll think about it"/"Let's discuss it again", we will find out the true meaning of the customer's "consideration". You can ask: What are you worried about? Well, I'll go to your place with products and materials, so you can have an intuitive understanding.

it's best to have an interview, find out the reason and find a solution.

(4) "We already have a partner" At this time, don't belittle the partner of the other party. If you belittle your opponent, it is equivalent to belittling your customer, and the result is counterproductive.

You can say: Oh, congratulations first. I wonder which company you are working with? As a colleague, we may know a little more. What can we do to help you? If the customer is interested, you can analyze the advantages of your opponent.

Then tell the difference of your product to arouse the customer's interest, and then make an appointment to let your customer know about the product. Multiple choices will not cause him any loss.

(5) "I'm busy now, and I don't have time to talk to you." We can answer the customer like this: Never mind, if it's convenient for you tomorrow afternoon, I'll bring the materials to visit you, and we'll meet to talk about the details.

if the customer still refuses, then tell the customer to send him an email first, make an appointment for the next contact, and give the customer a buffer period.

2. If you object to the price, communicate by telephone and try to avoid talking about the price. If you have to quote the price, you can quote a rough price and try to quote a range instead of an accurate price, which is convenient for bargaining with customers.

8. Make an appointment for a customer interview

The ultimate purpose of our call is to sell our products, which requires sitting down with our customers for an interview, so the success of the call depends on whether we can make an appointment for customers to visit them at home.

It is impossible for any customer to make a phone call. Maybe the appointment didn't work out for the first time, but we can leave ourselves a way out. We can say this: Manager XX, look at this. I will come to your place tomorrow afternoon with products and materials ...

Oh, you don't have time tomorrow. Would Wednesday afternoon be convenient for you? It won't take you much time. What time are you free on Wednesday afternoon … OK, see you on Wednesday, and I'll call you then.

If the appointment is successful, the purpose of your call will be achieved. The following things are to prepare materials and samples for home visits, which is the real sales start. How to achieve the success of the interview is the test of a salesperson's sales ability. Telemarketing Skills and Words 2

Under normal circumstances, it is difficult to achieve unfamiliar sales at one time, and its successful transaction can often be divided into three parts: the first telephone call, the second telephone follow-up and the third promotion of payment.

The following nine telemarketing skills that can easily handle 98% of customers are specific introductions to these three contents.

(The content is taken from the wechat platform sale51, focusing on learning more telemarketing skills)

Three tips for the first call:

Sales tip 1: Let customers say yes, and don't give them a chance to refuse.

You can mention your product on the first phone call, but don't ask the customer if they need your product, because