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[China Glass Network] Telephone communication is to judge each other's psychological activities through the other party's voice, tone, speed of speech, language. Face-to-face communication makes it easier to judge the psychological activities through the other person's expression, gaze, physical movements, language, tone and so on. Therefore, for the telemarketer, being able to find the target customer in one step, causing the customer's interest, grasping the customer's psychology, and gaining the customer's trust has become a key step in determining the success of the telemarketing.
First, determine the target customer
The first step in sales is to identify your target customers. Where is the target customer? Which customers are more likely to use your product? This information must be very clear, otherwise, calling more calls every day may be futile.
For example, there are all kinds of fish in the pond. Which kind of fish do you want to get? You must first observe that the kind of fish you want to get is mostly concentrated in places, and you don’t want to fish without aim.
Finding customers where the target customers are concentrated can achieve better results, so be sure to accurately target your target customers. After making a strange call, the success is to find the right person. If you can't find a person who has the right to make a decision, it's a waste of time to sell your skills. Therefore, the first step for a telemarketer to make a strange call is to confirm that the person you are talking to is the key person you are looking for.
How to judge this person is the key person you are looking for? The key person generally has three characteristics, which can be expressed in English MAN: M means rich, key person must have budget to purchase your product; A means right, key person must have purchasing decision-making power or have important influence on decision-making; N indicates that there is a demand.
Second, effective sales preparation
The sales process for telemarketing is very short-lived, and you are only prepared to seize the rare opportunity. The preparation before the phone sales is like the foundation of the building. If the foundation is not solid, the building will collapse. The result of communicating with the customer on the phone has a lot to do with the preparation before the phone sales. Even if you have strong communication skills, if you don't do well in preparation, you can't achieve the desired results. Pre-sales preparations include the following:
Clearly call the customer for the purpose. Is your goal to successfully sell products or to build a long-term relationship with your customers? Be sure to be clear so that you can be targeted.
Clearly target the call. What is the goal? The goal is the effect after the phone ends. The purpose and goal are related, and it is important to understand the purpose and objectives of the call. These are two important aspects.
Identify the questions that must be asked in order to reach the goal. In order to reach the goal, what information is needed and what questions to ask, these must be clear before calling. When you turn on the phone, you need to get more information and understand the customer's needs. If you don't ask a question, you obviously can't get the customer's information and needs. Therefore, the skills of asking questions in telemarketing are very important. Questions that need to be asked should be written on paper before calling.
Imagine the problems that customers might mention and be prepared. When calling a customer, the customer will also ask you some questions. If the customer's problem is not very clear, take time to find some information, the customer is likely to be afraid of delaying their own time and hang up the phone, which is not conducive to the establishment of trust relationship. So make sure that the customer may ask some questions, and you should know how to answer in advance.
Preparation of the required information. As mentioned above, if some of the responses to customers require access to information, you may not have much time. Be careful, don't let customers wait too long on the other end of the phone, so the information must be kept at hand so that it can be found immediately when it is needed.
Make a work help form for questions that customers may ask frequently. When customers ask these questions, you can quickly check them out. Another required information is the contact number of the relevant personnel, especially the contact number of the colleague is very important. If the customer asks you a question that is not very clear, you can ask a technician in the colleague to help answer the customer.
Third, the noticeable opening white
For the salesperson, whether your opening statement can arouse the interest of the customer determines the smoothness of the telephone communication. Therefore, designing a communication plan that customers are willing to listen to is the key to successful telemarketing.
Many telemarketers like to use this opening statement: Hello, I am the XX of XX company, can you bother you for two minutes? This sentence from the caller to analyze and there is no problem, is a very polite, very reasonable telephone sales opening remarks. However, from the telephone party analysis, there is a big problem. Because this kind of opening white is easy to make the caller feel vigilant and even resentful. “Which company is the salesman? Will it be a liar?†The customer will have questions, why should I give you two minutes? What good thing does a stranger call me? A good opening statement is half the success. Don't let the customer be vigilant and confused, so half of the success will be gone. Your first sentence will determine the fate of this sale.
As a successful telemarketer, after signing up for your company and name, you can ask the customer: "It is not convenient to answer the call now?" In fact, many times when customers receive sales calls, it is inconvenient. But very few people really respond. Instead, they will ask why you are calling, which implies that you can continue to speak. You can also adopt a more honest and humorous way, for example: "This is a sales call, I don't think you will hang up the phone?" According to people's experience, only one of the 10 people hangs up.
Therefore, the first 10 seconds of telemarketing will capture the attention of the customer and trigger his interest. Within 30 seconds, it determines the fate behind: whether it is over or continues.
Fourth, to obtain customer trust
For telemarketers, the headache is the initial stage of reaching new customers. This stage is not simply dependent on product knowledge, authoritative image can be close to the customer. Many sales experts have come to a more important conclusion: if you can't gain the trust of customers, sales can't go on.
E.g:
Salesperson: "Hello, Miss Li, I am a senior consultant of Ping An Insurance. I have a prize for you here. I don't know if you have time on the weekend. Will I send you the past?"
Miss Li: "Who are you? My prize? How do you know my call?"
Salesperson: "Your phone is in our company's internal database. But like you are a famous expert doctor, there must be a lot of people who have contact information. This prize is very rare, it only takes 15 minutes, you see May I?"
Miss Li: "What prize is it, who gave you the call? Sorry, I am very busy, have no time, let me talk."
When you first contact the customer by phone, it is the key to gaining the customer's trust, not the benefit of the customer. Who would believe that the sky can drop the pie for yourself? Therefore, when the first time the telephone salesperson contacts the customer, it is better to borrow a third party or an old user to lead the way, so that it is easy to obtain the trust of the customer and make the conversation easy. For example, in this telephone conversation, when Miss Li asked how the other party got her call, if the salesperson can lead the person familiar or respected by Miss Li as the introducer, it will inevitably increase the trust of Miss Li, thus making The conversation entered a harmonious atmosphere.
Five, quickly cut into the topic
When the customer is willing to listen, the telemarketer will quickly cut into the conversation. Don't think that getting into the subject quickly will offend the customer. The businessman pays more attention to the real interest. You must quickly bring the benefit to the product as the content of the conversation, and once again cause the customer to be interested in you.
E.g:
Salesperson: "Do you feel that the profit margin of the company is too low due to fierce competition in the industry?"
Customer: "Yes, the unfair competition between the industries makes the company's profits thinner and thinner, but the cost can't be saved much."
Salesperson: "I heard that your company still uses XX equipment?"
Customer: "Yes."
Salesperson: "According to the newer statistics of our company, those companies that have purchased our equipment have increased their profits by 15% over the same period without increasing labor costs and material costs. I hope that our products can also be made. Your business gets more profit."
Customer: "What product?"
Salesperson: "XX products..."
The time of telephone communication itself is relatively short-lived. The subject of rapid communication is the issue of concern to both parties, so the telemarketer does not need to be afraid or jealous to quickly enter the topic of communication.
Sixth, emphasize their value <br> <br> telephone sales staff in describing the product, it should be mainly described what products can help customers solve real problems, which can create value and benefits for customers, so that customers will be receptive to your stuff.
For example, you can say: "Many customers tell us that our products help them reduce the chance of a virus invading a computer, ensure the security of the system, and reduce the need for additional capacity due to excessive spam. And let them save the cost of buying new security software. These should be very important for companies like yours."
Whether it's telemarketing or door-to-door sales, its value is a must-emphasis part of the sales process, as it is a key factor in determining whether a customer has a result.
The difficulty in telemarketing is how to establish relationships, gain trust, and generate transactions with customers in a relatively short period of time. Through the above six suggestions, Xiao Bian hopes to give some inspiration to many front-line telemarketers, so that they can quickly grasp the embarrassment of telemarketing and make sales more effectively.
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