1. Q: Telemarketing skills and communication skills.

"Thirty seconds close to customers determines the success or failure of sales"

Every time you approach a customer, you have a different theme, such as making an appointment with a potential customer you have never met before, or inviting a customer to visit a demonstration.

In professional sales skills, the words when facing customers for the first time have become close words. The steps of approaching discourse are as follows:

Step 1: Call them by their first names.

Call out each other's names and titles-everyone likes to say their names from other people's mouths.

Step 2: Introduce yourself.

State your name and company name clearly.

Step 3: Thank the other person for the interview.

I sincerely thank each other for taking the time to see you.

Step 4: Salute.

According to the information prepared for the customer in advance, express your praise to the customer or cooperate with the customer's situation, and choose some topics that are easy for the other party to talk about.

Step 5: Express the reason for your visit.

With a confident attitude, clearly express the reasons for your visit, and make customers feel that you are professional and trustworthy.

Step 6: Say compliments and ask questions.

Everyone wants to be praised, but after praise, they can ask questions to guide customers' attention, interests and needs.

Winners are good at asking good questions and getting good answers. "If you want to change the customer's buying pattern, you must change the customer's way of thinking. Asking some good questions can guide customers' thinking. Because what kind of questions the salesman asks, what kind of reaction the customer will make. Questions can guide customers' attention, and attention equals facts. Professional telemarketers never tell customers anything, but always ask them questions. The motto of the sales industry is: "Never say what you can ask." Asking more and talking less is always the golden rule of sales. But be sure to ask the right questions. Ask a useful and effective question, ask a question that can stabilize the customer's way of thinking. Before you ask a question to a customer, you must be clear about the purpose of your question.

1, the principle of asking the right questions:

Ask easy questions.

Ask positive questions.

Ask the little yes.

Ask some almost irresistible questions.

2. How can I ask the right questions?

A, "What prompted you to decide to contact us?" -Ask potential customers some questions about "doing" and pay attention to what has changed in their lives. Focus on what the other person wants to accomplish, what he is doing now, or what he has done in the past.

B. show enthusiasm and interest when asking questions. How customers answer your questions depends to some extent on the way you ask them.

C, in the telephone communication, cooperate with the customer's speech speed and keywords. If you find the customer repeating himself, it's probably because he thinks you don't understand what he said. At this time, you should repeat the key words he said.

Calling customers by their first names in telephone communication can attract customers' attention and make them feel the respect of salesmen.

E. use easy-to-understand words in telephone communication. -If technical terms must be used, be sure to explain them clearly to customers.

In telephone communication, use "we" and "our". -It can make you feel like a companion facing similar situations and problems.

G in telemarketing, if necessary, ask questions with the permission of the other party. -"May I ask you a question?"

-Ways of asking questions

According to the perspective of questioning, questioning can be simply divided into two categories: open-ended questioning and closed-ended questioning.

1. Open question

Open-ended questions are topics chosen to guide others to speak freely. If you want to know more about customers' needs, you should ask more open-ended questions. The interrogative words that can reflect open questions are: what, where, tell, how, why and talk.

2. Closed questions

Closed-ended questions refer to those who choose a specific topic in order to guide the conversation and hope that the other party will answer limited questions. Closed questions are often reflected in interrogative words such as "can", "right", "isn't it", "will it" and "how long".

If you want to get some more specific data and information, you need to ask the customer closed questions, so that the customer can confirm whether you understand him or not. But in telemarketing, if you ask a lot of closed questions, it will cause a kind of pressure on customers, which is not conducive to your own information collection. Therefore, when you know the customer's needs in the early stage, ask more open-ended questions, so that customers can speak freely, and it is easier for you to get useful information and find new business opportunities.

Questioning skills

The skills of asking questions are divided into the following four aspects:

1. prologue

The prelude is to tell the customer that answering your question is necessary, or at least harmless. If you want to ask sensitive questions that customers may not want to answer, using a prelude is expected to change customers' minds. For example, if you ask a customer a question about the project budget, most customers are unwilling to tell you. At this time, you can add such a prelude: "In order to recommend a most suitable scheme to you, I want to know the approximate investment level of this project?" Through the prelude, customers can be effectively reminded that I need to know the project budget, and customers will have some possibilities for positive answers.

Ask a rhetorical question

If the customer asks you a question and you don't know how to answer it, then you have two choices: ① seek truth from facts and don't pretend to understand; (2) Ask the customer in turn, and let the customer express his views on this issue. This is usually the answer he wants, and you just need to vote accordingly.

keep silence

If there is a long silence during the call, it will definitely cause a very embarrassing situation. But proper silence is also necessary. For example, after asking questions to customers, keeping silent for a short time can just provide customers with a necessary time to think.

4. Ask only one question at a time

Usually, you may need to ask several questions at the same time for the other person to answer, and he often remembers only one of them, or feels that it is impossible to talk. So it is the best choice to ask only one question at the same time.

Second, the key to telephone sales-telephone communication and expression

(1) Good affinity

(1) in a good mood.

(2) Don't ignore your smile.

(3) The voice should be clear and clear, and the language should be concise.

(4) Smile when rejected and end it politely.

How to have good affinity?

1. Keep the intonation and speed synchronized with the customers, and have similar language and word usage habits. (such as phrases, terms, etc.). Promote the establishment of a harmonious communication atmosphere with customers and remember their names. )

Most people struggle for success, reputation and family, which shows the importance people attach to names. A name is a person's code name, which can also be said to be an extension of a person's life. If telemarketers want to help themselves with the help of others, they must first remember their names.

Calling out the customer's name is the simplest and quickest way to shorten the distance between the salesman and the customer. In the same way, not calling or calling the wrong customer's name is tantamount to suicide.

3. Develop good work habits

First, record at any time

Have a pen and paper at hand and write down every call you receive or make at any time (two-color pencil, calculator, notepad, phone book, customer information, memo, etc.). ).

B, sign up

No matter whether you answer the phone or make a phone call, you should tell your company and full name in time, and ask the other party's company, name, telephone number and mailing address clearly, so that you can call the customer's name from time to time in telephone communication and better understand the real situation of the customer.

Positive work attitude

In telemarketing, a positive and confident attitude is particularly important. Because the customer on the other end of the phone has no chance to see the telemarketer with his own eyes, he can only outline the image of the other party through his words. The confidence of telemarketers in themselves is often the confidence of customers in them. If the telemarketer thinks he is an important person, so will the customer on the other end of the phone.

Also doing telemarketing, the turnover of those marketers with positive attitude greatly exceeds that of others.

First, grasp the customer's psychology

Second, the sound skills

1, the speech speed is appropriate, and it is best to be consistent with the customer's speech speed;

2. Have feelings;

3. Enthusiastic attitude.

Third, the skills of opening remarks

1, interest attracts customers' attention;

2. Dare to introduce your company and show your identity;

Don't always ask customers if they are interested, but help them decide and guide their thinking; D) Don't flinch or give up immediately in the face of customers' rejection;

4. Make a phone call louder than usual to create a good conversation atmosphere;

5, simple and clear, don't cause customers' disgust.

Seize the appropriate opportunity to praise customers.

Sincere praise is the best way to close the distance with customers. In telephone communication, pronunciation is the first point to praise each other. "In the communication with customers, as long as the sales staff listen carefully, they can actually grasp many aspects of the customer's information through voice, such as age, education level, attitude and so on."

However, salespeople just use the information they get to praise each other properly, which can create a good conversation atmosphere and quickly change the attitude of customers. "Listen to your voice, you should be only about 30 years old", "Listen to your voice, you must have received a good higher education" and "Listen to your voice, you will know that you are particularly decisive" and so on often appear in his telephone sales, and these things are used properly and can be said to be tried and tested.

In addition to voice, some resumes of the other company and customers are the highlights of praise. However, we must seize the right opportunity to praise, not too much. On the contrary, it will be counterproductive, so the word "sincerity" is particularly important.

In addition, we should know how to find similarities with customers and create a sense of identity between the two sides, such as "we are all surnamed Zhang", "we are fellow villagers" and "we used to go to college in Wuhan" ... This can also narrow the distance with customers.

Be mentally prepared. Before you make every phone call, you must know that the phone call you made is likely to be a turning point in your life or your current situation. With this idea, you can have a serious, responsible and persistent attitude towards every call you make, and your mentality will have a positive motivation for success.

Content preparation: before making a phone call, you should prepare what you want to express. It is best to list a few items on the paper at hand first, so as not to forget your speech because of nervousness or excitement after the other party answers the phone. In addition, when communicating with the other party on the other end of the phone, if necessary, it is best to prepare and rehearse in advance.

Pay attention to two points in telephone communication: 1 Pay attention to the change of tone and be sincere. 2 words should be organized, not incoherent and repetitive, which makes the other party disgusted or wordy.

2. Telemarketing of parent-child courses

Professional problems, find professional people, learn from peers, and learn from peers who do well.

3. Who can know the sales speech of the early education curriculum consultant? The more detailed, the better.

This doesn't need any words, just show your identity directly. Like a child's father or mother? I am now in an early education center. ........

4. Training school telephone invitation speech.

In my opinion, the preparation before recommending free courses is also very important.

First of all, we must win the opportunity to communicate with parents, otherwise there will be no opportunity to introduce the course.

For example, you can start communication like this: "Hello! I am a teacher of * * Children's English Organization. Has your child signed up for an English training class? " If you don't apply, just recommend the course.

Most parents will say that they have already reported, so we can ask, "Are you satisfied with your child's learning effect? Is there any problem? " If parents ask some questions, we will make a simple analysis based on the advantages of our school, so as to arouse parents' interest and start to launch free audition courses. "More comparison can find the right one for children, don't you think?" We can say that.

If parents don't ask questions, then we can recommend courses such as composition and mathematics, or recommend two free foreign teachers to listen. Parents are willing to give their children the best and will come to see their children compare.

When recommending courses, you should be able to give more added value, such as: how can parents help their children learn English? How to test children's learning effect? Wait a minute. Being able to give practical help is the secret of keeping long-term attention.

As for the script, it may not matter. Because the needs of each child and parents are different, the invited staff are different. The key is to attract him with the highlights of our school according to different needs. At the same time, the inviter can also give play to his own characteristics and use it flexibly.

Publicity highlights can be: free audition, frequent audition, foreign teachers, complete courses, good school environment, strong teachers, thoughtful service and so on.

I hope I can help you and wish the school better and better ~!

5. Ask for a set of telemarketing skills

Greet the customer, introduce yourself, greet and praise and explain the intention, interview invitation, and refuse to deal with it.

1. Greet customers and introduce yourself.

After connecting the phone, you should say hello to the customer first, such as "Good morning (afternoon)" and "Hello, who's calling?" After greeting, introduce yourself: "Mr XXX, I'm Xiao Zhang from Beijing Times Guanghua Management Training College. Can you please telephone interview for 5 minutes? "

(5) Extended reading of telephone course sales speech.

pay attention to

The people who can really become your customers and cooperate with you must need your products or services, and the relationship between you is mutually complete. So don't just please and cater to customers, but express your products and ideas in a humble, professional and rigorous way and provide your own value to customers, so as to win the real respect of the other party.

Think of yourself as a customer, or find colleagues and friends. Imagine how you would react to your opening remarks, questions and self-introduction if you were a customer. The more exercises you do, the better your communication with customers will be. Attention, try to be real and serious when practicing!

6. Talk to the course consultant. .........

Parents are decision makers, that is, your target customers.

First of all, you should know your school's position in the market, its position and consumer groups. Rich people and ordinary people have different consumption psychology, and parents of children of different ages have different purposes.

After determining the consumer groups, analyze the psychology of these parents. They may send their children to learn English for different purposes, some because other children are afraid of falling behind, some to find trouble for their children in winter and summer vacations, and some to let them go abroad in the future. ...

The more detailed your analysis, the stronger your pertinence and the higher your hit rate.

As long as customers come, they are potential customers, but usually consumers will shop around, so your competitive advantage must be clear (price, teacher quality, course level, classmate level).

In terms of sales skills, I suggest that we should not just think about sales. Being eager for success will scare away customers. It is necessary to think more from the perspective and position of parents and really think for them, so as to infect each other and gain the trust of customers. Even if customers can't decide at that time, it will help them to shop around before choosing you.

One more thing, after becoming a real customer, you must pay more attention to your child's study, chat with your parents when you have time, give more suggestions, and never make a deal. These parents can not only continue to buy courses, but also recommend you to more parents. Word of mouth is the best sales tool.

7. Detailed training materials for telephone customer service

Jiang Tao Telemarketing Skills Promotion Training

Course objectives:

Clarify the norms and modes of outbound marketing, master effective communication skills, improve service marketing ability and customer retention skills, effectively handle telephone objections, and systematically follow up customers, thus improving customer satisfaction.

Training target: outbound personnel and account managers.

Training time: 2 days 12 hour Chinese course.

Course outline:

First, the basic elements of outbound marketing

Five Skills to Overcome Phone Fear

Key points of frustration control

(A) external communication skills

Preparation before telephone communication

The general process of telephone communication

Skills of answering the phone

Skills of making phone calls

Excellent telephone service

(B) Listening skills

Decide on three aspects of listening

The principle of listening

Skills of effective listening

Steps to effective listening

Five levels of listening

(C) Speaking and asking skills

Questioning skills

Watch your tone.

Service taboo

Second, the comprehensive skills of outbound marketing

(A) comprehensive customer service skills

How do outbound personnel predict the customer's demand-demand type?

Several methods to understand customer needs

Practice of telephone demand exploration

Watch your language.

Please use 3F technology.

Ten Good Habits of Serving Customers

Customer type analysis

Impact of customer complaints

Several methods of wrong complaint

Make customer complaints easy.

Skills to eliminate customer dissatisfaction

What should you say when you can't meet the customer's requirements?

What do customers need to feel from our service?

(B) How to fully stimulate customers' desires

How to arouse customers' desire to buy

Open and closed questioning skills

Analysis of selling points of telecom products

Stimulation of overseas marketers' desire for self-success

(3) Telephone recommendation of telecom products

Telemarketing speech of telecom brand business

Telemarketing of new telecom services

Telephone communication skills in complaint handling

Practical practice of telephone recommendation speech for outbound personnel

(4) Handling of objections in external marketing.

Skills of quickly identifying and responding to customer objections

Telephone communication skills of customer objection handling

Objection handling words

How to track customer objections

Practical practice of customer objection handling

(E) Effective handling skills of special customer complaints

Types of special customer complaints

An analysis of the psychology of difficult customers and the causes of complaints

How to deal with difficult customers

Emotional self-control in handling complaints

(6) Post-listing management of exit personnel

Customer data management of telemarketing for out-of-town personnel

Quick and effective form formulation and use

Effective customer follow-up visits

Common objections in the process of external marketing

Common objections to new business and their handling skills

Common objections in the process of telephone resistance and their handling skills

Build personal influence

Telemarketing Practice Training for Expatriates

Practical summary of telemarketing for overseas personnel

8. Telephone sales speech in extracurricular remedial classes

I have been a teacher and copywriter for many years and found that many people are learning telemarketing skills. In fact, I particularly understand that because the telephone is not easy to use, parents will not come to the door, and parents will lose valuable opportunities for admission if they don't come to the door.

?

Nowadays, parents are over-marketing, and in many cases, they basically don't give sales consultants a chance to speak. Therefore, how to make parents willing to listen is very important. He is willing to listen only if what you say is directly related to his children or him. For example, if you quarreled with your lover yesterday and received a phone call to tell you directly whether you quarreled with your lover yesterday, would you hang up?

?

Therefore, it is more important to get more accurate and concerned information from customers before making a phone call. I first get information through evaluation, and then design a speech for the course consultant to type. Maybe everyone will say, you also have evaluations, evaluations of various knowledge points. But I found another way, using the evaluation of children's love of learning. This evaluation was designed by Zhao Yulin, a famous expert in win-win education and learning science, and it is very easy to use. You can check it.

9. Is there any friend who can give me an emotional lesson on selling words?

Brother, I told you from the experience of professionals and people who have experienced it, emotions, especially language, can make people feel uncomfortable, remember! I'll teach you a trick to move people with emotion. Affection is the best, and no routine is the deepest routine. There is no trick to winning!