By summarizing, people can elevate scattered and superficial perceptual knowledge into systematic and profound rational knowledge, thereby drawing scientific conclusions in order to correct shortcomings, learn lessons, and make future work easier. Detours, more results. The following is a carefully selected work summary that I give you, I hope it can help you!
Summary of Telemarketing Part 1
It has been nearly half a year since I entered the company. The learning process is very important to me. During this period, I learned a lot of new things, such as business negotiations, practical application of product knowledge, and harmonious coexistence among colleagues in the new environment. Now Write down some of your thoughts and experiences this week.
Summary:
So far in _ month, I have achieved six results and completed my initial task goal. Here I would like to thank __, __ for their help. Without their help, this order would not have been obtained so smoothly.
After half a year of telephone sales, I have summarized my little experience:
1. First determine the usage target of the product, and fully understand it before communicating with the customer. Customers, because I personally believe that you should not call for the sake of making a call, but call to complete an order. We focus on different content for different customers. Just as everyone has a different mentality, most of my generation are arrogant people. Their vanity does not allow them to admit their shortcomings in some aspects in front of others, so they are not interested in health care products. Very repulsive, or they are very healthy and do not need these at all. At this moment, as a consumer group, we need to change our perspective and start from our parents. We should put filial piety first, so that we can move people with emotion.
2. Secondly, there must be correct decision-makers. It also takes a lot of effort to find a real decision-maker at work. When you are not sure whether the person answering the phone is the decision-maker, be careful not to reveal your identity. You can ask from the sidelines who has decision-making authority. To give your phone number and name, this requires my speaking skills. For most people, they will be very enthusiastic to tell you some information when they are not very busy. If they are busy at work, It will be very violent, so it is not easy to talk too much at this time, and hang up the phone immediately after expressing your gratitude.
3. Furthermore, you must have a positive attitude and correct words. Although I usually receive many doubts and even insults, I understand that I must withstand pressure and adjust my personal emotional changes. I must maintain a very enthusiastic and positive attitude when I work every day, and use your enthusiasm to impress others.
4. For intended customers. For intended customers, we need to track them promptly and persistently. Currently, I have 30 clients who I feel interested in. I think what I am doing now is to understand these people, understand the reasons for their wandering, start from the root, and strive to win it in one fell swoop.
5. But after long-term training, I think it is necessary to make a choice. For high-performing households, be brave enough to give up. Maybe one person's time can be exchanged for two customers. At the same time, don't be discouraged and have a correct mentality. If you can't sell, it doesn't necessarily mean you won't be able to sell forever.
Plan
In the following time, we will continue to maintain the volume of calls every day. My plan in the upcoming last week is to hope that I will make new breakthroughs, improve my eloquence, and learn from the experience of my predecessors. Strive to achieve the goal in full.
Summary of Telemarketing Part 2
Holding the numerous fruits, facing the winter sunshine, and full of enthusiasm, we ushered in the year-end work summary meeting again held. For me personally, it has been a good year, especially in 2019. I have gained so much and have so many people to thank.
Here, I would like to express my heartfelt thanks to the leaders and employees of our telephone sales department for their care and support! And I would like to make a summary of the work in this aspect of telephone sales:
1. Work Completion status
We have integrated the telephone sales team, and now have sales staff in the channel department, sales staff in the website department, and sales staff in the customer service department; we have completed the launch of the call system, and have completed the inbound and outbound operations. Conducted a detailed division of labor; formulated sales rules, and cooperated with the product department to conduct multiple telephone sales promotion activities such as professional English, level 4 and 6, etc., and completed __% of the total performance, of which % of telephone sales of key products were completed __. We have specifically done the following tasks:
(1) Strengthening training
Strengthening centralized training on product knowledge and discourse. In order to ensure that the training work is completed according to quality and quantity, training materials and teaching CDs are selected according to the majors offered and the needs of the training personnel. The training materials are distributed to the training personnel before the training, so that they are suitable for each person, making it convenient for teaching, review and self-study, which improves the teaching quality and consolidates the teaching results. Teachers should have a clear division of labor and assign responsibilities to everyone.
Each training will be taught by professional teachers according to the schedule. The theoretical explanation is required to be easy to understand, and the implementation is specific and targeted, so that you can understand it at a glance. For example, on _month_, the teacher conducted professional English training for us and achieved very good results (I used two sets of numbers before and after the 27th for comparison).
(2) Update the system
Hire professional and technical personnel to actively update the call system. Based on the new call system, the inbound consultation phone number will be integrated and the number of calls will be updated. increased significantly before.
(3) Refined division of labor
The incoming and outgoing calls are refined and the division of labor is clarified. In terms of outbound calls, increase the density of outbound calls so that more people can learn about the school and its products, and gain more customer resources for the school. We have strengthened the collaboration between inbound calls and products, carried out multiple promotional activities, and achieved good results; in terms of outbound calls, we have followed up on unpaid orders, and in terms of student follow-up, we have timely understood the progress of students and carried out follow-up in a timely manner.
Every newly developed student will be tabulated and statistics will be compiled, and the gains and losses of the developed student will be analyzed. We hold monthly meetings to analyze the recent status of students, and summarize the students who have not completed transactions for better follow-up. For students who have completed transactions, we share our experience in a timely manner for everyone to learn from.
At the same time, we carried out secondary sales to veteran students with equivalent academic qualifications and communicated with them in a timely manner. When launching a new product, we first notify experienced students and obtain their approval before launching it. If they do not accept it, we will make corresponding improvements to meet their needs. We do not regularly conduct return visits to old students. We send greetings and blessings during holidays, and give small gifts on important days to enhance relationships.
In normal times, we also keep in touch with veteran students, care about their conditions, and enhance relationships. If it is convenient, we can visit the old students at home to promote the relationship between us and the old students. Through our efforts, in the past six months, the number of veteran student orders has reached 100,000.
(4) Improving the system
In order to better promote work, we have researched, formulated and strictly implemented the "Telephone Sales Execution Rules", and carried out work execution procedures, performance identification, and data security. Strict regulations have been implemented in other aspects, and the number of illegal operations has dropped significantly.
Dear leaders and comrades, the above achievements are the result of the care and support of the school leaders and the joint efforts of our sales department employees. These achievements have laid a solid foundation for further accelerating the development of education in our school and creating a new atmosphere for a new starting point.
2. Existing problems and deficiencies
Although our work has achieved certain results in 2019, there are still many gaps and deficiencies in meeting the requirements of the leadership, mainly in the following aspects Problems:
1. Regarding incoming calls
Insufficient consultation response capabilities, and some courses still lack in-depth consultation capabilities. It is necessary to strengthen collaboration with products and increase training efforts.
2. Outbound calls
At present, the main daily business is return visits for unpaid orders on the website, and the nature of the business is relatively superficial. In the real sense, there is not enough investment in telephone sales, that is, secondary development of old users and sales by cold calls to new users.
3. Some sell based on their feelings
There is no statistical analysis on the ups and downs of performance, and no statistical analysis on the conversion rate of main products.
4. There was a problem in the team atmosphere
Business competition developed into vicious competition, which directly affected the overall performance.
3. Next steps
New starting point, new hope. Achievements represent the past, and our work will begin a new starting point. In the next step, we will strive to do the following work:
1. Strengthen cooperation and further strengthen training
In the new year, we hope to further strengthen cooperation with the product department, They provide us with product training and help us become senior sales consultants. It is essential for school staff to be familiar with the school's products. In order to develop, the school may have product improvements or launch new products, and often conduct product training to let employees know more about the school's new products, improve employees' work skills, and allow everyone to grow faster.
2. Strengthen data statistics and analysis
Keep abreast of the volume of incoming and outgoing calls, strengthen management based on performance fluctuations, and improve product conversion rates.
3. Actively research and discover sales rules
To guide the development of sales work and create more economic benefits for the school.
The above is my work summary and plan suggestions for the past six months. If there is anything inappropriate, please ask the leader to correct me.
In the new year, we will firmly seize the period of strategic opportunities for education development and do our best to assist salespeople to jointly achieve sales targets. We will all work together, closely combine our own realities, make long-term plans, work hard, stand at a new starting point, move towards higher and better goals, and do our work better! In the near future, I believe The school will definitely develop better and faster!
Summary of Telemarketing Part 3
1. Search for as much information as possible, make more phone calls and go online to check more business information
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2. Keep the phone call brief
1. The goal of making a sales call is to get an appointment.
You can't sell a complex product or service over the phone, and you certainly don't want to haggle over the phone.
2. The sales call should last about 3 minutes, and should focus on introducing yourself, your products, and roughly understanding the other party’s needs so that you can give a good reason for the other party to be willing to spend. Valuable time to talk to you. The most important thing is not to forget to make an appointment to meet the other person.
3. Go out to visit more customers
We can select 10 key areas to conquer from 100 customers and find out the customer groups we need
Go out and meet them Customers, it is most important to sign orders when further communicating with customers
4. The mentality you should have
1. Sincerity is the basic requirement that determines whether a person can succeed in doing things. As a salesperson Employees must have a sincere heart and treat customers and colleagues sincerely. Only in this way will others respect you and treat you as a friend. The business representative is the image of the company, the embodiment of the company's quality, and the hub that connects the company with society, consumers, and dealers. Therefore, the attitude of the business representative directly affects the company's product sales.
2. Self-confidence Self-confidence is a kind of power. First of all, you must have confidence in yourself. At the beginning of work every day, encourage yourself. I am good! I am the best! Confidence will Make you more energetic. At the same time, you must believe in the company, believe that the company provides consumers with excellent products, believe that the products you sell are the best among similar products, and believe that the company provides you with opportunities to realize your own value. You must be able to see the advantages of the company and your own products, and keep these in mind. If you want to compete with your opponents, you must have your own advantages, and you must face customers and consumers with a winning belief. There is no power in knowing, only there is power in believing. Joe Girard was able to succeed because he had a kind of confidence that he could do it.
3. Be a thoughtful person and "pay attention to everything to gain knowledge". You must develop the habit of diligent thinking and be good at summarizing sales experience. Review your work every day and see what you did well. Why? What did you do poorly? Why? Ask yourself a few more whys. Only then can you discover the shortcomings in your work and encourage yourself to continuously improve your working methods. Only by improving Only with ability can you seize opportunities. As a salesperson, you must understand every change in your customers, strive to grasp every detail, be a thoughtful person, constantly improve yourself, and create a more exciting life.
4. Resilience Sales work is actually very hard, which requires sales representatives to have the resilience to endure hardship and persevere. "You have to endure hardships and sow hardships, only then can you succeed in others." Half of the sales work is done with your feet. You have to constantly visit customers, coordinate with customers, and even track consumers to provide services. Sales work is by no means smooth sailing. You will encounter many difficulties, but you must have the patience to solve them and have the courage to do so. Indomitable spirit. god.
5. Good psychological quality Only with good psychological quality can you be able to face setbacks and not be discouraged. Every customer has a different background, personality, and way of life. You must be able to maintain a calm mind when you are hit. You must analyze customers more, constantly adjust your mentality, and improve your working methods so that you can face all criticisms. . Only in this way can difficulties be overcome. At the same time, we should not be complacent because of temporary success. We must know that "extreme joy brings sorrow." Only in this way can we be able to win without being arrogant and lose without being discouraged.
6. Communicative Skills Everyone has strengths. Every salesperson is not necessarily required to be well-rounded and eloquent, but he must communicate with others more, develop his own communicative skills, and make as many friends as possible. , this will give you more opportunities. You know, it is easier to travel when you have more friends. In addition, friends are also resources. You must know that you will not succeed if you have resources, but you will succeed if you make good use of resources
5. Professional knowledge that should be mastered. As a salesperson, you should first know yourself and the enemy, so that you can be invincible in every battle
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1. Enrich your business knowledge:
A. The operating procedures of your own products;
B. Master the knowledge of product freight rates;
C. The ability to respond to problems raised by customers.
2. Understanding of the company's business:
A. Understand the advantages and disadvantages of the equipment.
B. Understand the position of the equipment in the market and its operating status.
A. Understand the freight rates of peers;
B. Foresee future market conditions.
4. Adjust your mentality: positive, optimistic, and upward
A. The 1% truth: One of the basic conditions for a successful salesperson is to have self-confidence and also have Be mentally prepared to resist setbacks, train and have the mental endurance to face "to achieve 1% success, the first 99% of rejections are inevitable". Only in this way can you rekindle the fire of hope when you suffer setbacks.
B. Asking for help and helping others: Note that sales are not begging. Customers often need our help.
C. Confidence and self-esteem: "Sales begins with rejection." It is precisely with "rejection" that the existence of a salesperson is necessary; as soon as you see a salesperson, you will smile and open your arms. The few people who welcome you may even feel abnormal.
D. Principles and creed: "The customer is always right." We must understand and respect the customer's requirements, but not meet all his requirements. In fact, it cannot meet all his requirements.
Summary of Telemarketing Part 4
At the beginning of 20__, I joined the __ branch of China Life and engaged in life insurance work that I was unfamiliar with. Over the past year, with the cordial care of the company leaders and the enthusiastic help of other senior masters, I have gone from an insurance layman to being able to independently engage in and carry out insurance marketing business. In my business position, I have achieved no violations and have worked well with the entire company's employees. Working together, we have successfully completed various tasks assigned by leaders and superiors. The following is my work report over the past year.
1. Strive to improve political literacy and ideological and moral standards
Actively participate in various political studies, theme education, vocational education activities and various activities organized by superior companies, branches and departments. Organize activities and cultural activities, and there will be no unexcused absences; be able to adhere to the correct political direction, conscientiously study Deng Xiaoping Theory and the important thinking of the Three Represents, etc., actively strive to improve their political literacy and ideological and moral standards from all aspects, and be ideologically and politically responsible Make some progress.
2. Strive to improve business quality and service levels
Actively participate in various business learning training and examinations organized by superior companies, branches and departments, be diligent in learning, and be good at creating , constantly strengthen the training of their own business quality, continuously improve business operation skills and basic skills of customer service, master the appropriate professional business skills and service skills, be able to handle various businesses proficiently, know the various business products operated by the company, and Ability to carry out targeted publicity and promotions.
3. Strictly implement various rules and regulations
Over the past year, whether in handling business or other work, we have been able to strictly implement various rules and regulations of the superior company and branch companies, According to the internal control regulations and service regulations, we insist on using civilized language, do not act beyond our authority, do not abuse power for personal gain, and there are no behaviors complained by customers or other violations of regulations. Be careful in your spare time and do not participate in bad behaviors such as gambling and buying __.
4. Better complete the various tasks assigned by the branch and the department
Over the past year, I have been able to work conscientiously and diligently, and come to work early and late Go ahead, base yourself on your position, contribute silently, and actively complete various tasks assigned by the branch company and this department. Ability to proactively and actively care about various marketing work and tasks of the department, and actively market electronic banking services, various bank cards, and other intermediary services.
Over the past year, with my love for the insurance industry, I have tried my best to perform my work and job responsibilities, and strived to do all aspects of work in accordance with the requirements of my superiors. I have achieved certain results and achieved certain results. praise from leaders and comrades. Looking back on the past year, while I am pleased with my achievements, I also find that there are still certain gaps and deficiencies between myself and Xiu's employees. But I have the confidence and determination to work hard to find gaps in my future work, bravely overcome shortcomings and deficiencies, further improve my overall quality, and do the work that needs to be done solidly and well.
Summary of Telephone Sales Chapter 5
20__ is about to leave quietly, 20__ has entered our field of vision, and we look back on the work history of 20__. Overall, it's bittersweet. Recalling that I joined the company on June 24, 2009, I have been working for more than a year until now. This year, the entire work status is on the right track, and I have a more comprehensive understanding of the industry I am engaged in. The number of successfully cooperated customers is also accumulated over time. At the same time, every time I successfully cooperate with a customer, it is recognition of my work, and Reflects the value of my work in the position. But overall I still have a lot to improve. The following is a summary of the shortcomings of my work this year:
First: lack of communication skills.
I contact different customers every day and when I communicate with them, my words are not concise enough and my words are more cumbersome. Language organization and expression ability need to be strengthened and improved.
Second: The follow-up services for customers who have already cooperated are not in place.
Watching the number of successful customers gradually increase, although there are very few large customers, I still try my best to maintain every customer with good intentions, and achieve the goal of growing from potential customers to For real customers. Although the customer has been signed, I felt that everything was fine before. In fact, this idea is very immature. Later, after several months of work, and Mr. Dai and Manager Hu both held meetings with us, they focused on the maintenance of old customers. The question of good and bad. I do feel that it is difficult to develop a new customer, but it is actually relatively simple for customers who have successfully cooperated with me. For example, I have 20 old customers. As long as they are well maintained, they will definitely be the first to repeat orders in the future. For a moment, I thought of Xiao Zhou, who wanted to win against counterfeiting. Not only will this continue to create profits for the company, but it will also be a recognition of one's work. So I have to take a long-term view on this.
Third: Customer reports are not well organized.
For our industry, there are peak seasons and off-seasons. We should make a good report summary for greeting customers during the off-season or when holidays are approaching, but I am not good enough in this regard. It is true that the report is the seed of daily hard work. It accumulates over time and needs to be managed carefully. Otherwise, how can it bear the fruits of victory? Only through clear reports can the leader know my working status and results today, and then provide targeted corrections and guidance. And I also make complete and detailed reports every day. I can also give myself a clear and instructive work summary and a "work plan" for the future every day, so that my work will be more targeted and purposeful. Then it will be more comfortable.
Fourth: The number of new customers is small.
The customers I have successfully cooperated with this year mainly found them through telephone sales and online customer service channels, but I actually found very few customers. This is worth thinking about. There are some reasons for this. In order not to miss any customers with strong intentions to contact our company, most of the time was spent on contacting telephone sales customers, while ignoring the potential customers that I contacted. However, I have not developed many new customers this year. This should be improved next year, and I will make a plan next year to allocate my time reasonably. Achieve both correct results.
Fifth: When encountering professional or business knowledge that you don’t understand, you are not good at actively asking leaders for advice, and you fail to absorb what you don’t understand into your own knowledge on the same day.
Based on the above points, I have shown my shortcomings in my work this year. I will improve them in my future work. There is a saying: smart people will not fall down twice in the same place. Second-rate. Of course, everyone wants to be a smart person, so I will not make the same mistake again and strive to do better. I hope that the company leaders and colleagues will supervise me. A person is not afraid of making mistakes, but what he is afraid of is not knowing how to correct them. I will correct my mistakes when I know they are wrong, and turn my shortcomings into my own strengths.
There has been little change this year. The main job responsibility is telephone sales. As the name suggests, it is sales that conclude transactions over the phone. During this year, I mainly communicated with customers through the Internet and phone calls at the company. At work, I sat in the office every day and made a few calls or QQ, customer service, etc. to contact customers. This was very simple. But in fact, the workload is still there. I have to deal with different customers every day, and I must use my own language to leave a very good impression on the customers at the first time. In order to make customers more trustful in the quality of our company's products, in addition to the company's quotation, what is more important is a service. We need to make customers feel that Tongying Anti-Counterfeiting Company is a large enterprise with a good service team, and it is as if they are enjoying the process, and the business atmosphere should be transformed into a friendly communication between friends. And let customers with strong intentions think of cooperation with Tongying Anti-Counterfeiting Company at the first time. These are closely related to their hard work, and as a salesperson, they must have a very keen sense of smell and feel at the first time. customer needs. For customers with strong intentions, in addition to good phone greetings, SMS greetings, and QQ greetings, it is also necessary to infect customers with the enthusiasm for a job, so that customers can feel my sincerity from their actions. Then I believe that the number of customers will slowly accumulate.
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