The skills of communication between telemarketing and customers. Communication is a loop process from sender to filter to receiver to feedback. Good and effective communication can better express our ideas and make the other party accept them better. The following are the skills for telemarketing to communicate with customers.

Communication skills between telemarketing and customers 1 1, open-ended questions

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.

Types of problems

When you communicate with customers, you need to ask them some questions, which can be divided into the following eight categories:

1, to judge the qualification of customers.

According to your own sales target, ask some specific questions to the customer, and determine whether he is a customer who meets your target through the other party's answer. For example, you can ask this question: Some companies have adopted telemarketing. Do you have a telemarketer?

2. Customer's demand for systems or services

According to the customer's demand intention, use closed-ended questions to further clarify the customer's needs and obtain as much other information as possible. The question you ask can be: which is the most important for you, reliability, manageability and maintainability? Why?

Step 3 make decisions

Ask questions in a euphemistic tone to determine who is the client's decision maker. To make customers happy to answer your questions, ask them directly, "Are you in charge of this?" Obviously this is not a good way to ask questions. If you ask in another way, "Who else was involved in this decision besides you?" When customers feel that they are valued, things will naturally go relatively smoothly.

4. Budget

In order to successfully sell your products, you should know the customer's budget. If the customer's budget is low and you need to sell high-end products to him, the probability of success will be correspondingly low, and vice versa. There may be some difficulties here, because customers are generally reluctant to tell you what their budget is. We can start with other projects and gradually induce them to disclose some budget issues.

5. Competitors

The best time to ask about competitors' information is when customers mention competitors. Don't ask about competitors' information actively. Pay attention to the information of competitors mentioned by customers and analyze their advantages and disadvantages. If customers think that the shortcomings of competitors are their own advantages, it is very likely that they will attract customers by highlighting the shortcomings of competitors in the next conversation.

6. Time limit

Knowing the time limit of customer demand will help you to further formulate your own sales strategy. If the other person answers that you are not sure, it is likely that he has not really decided to cooperate with you. At this time, you should further guide him, such as hinting at the benefits of starting as early as possible and the adverse effects of delay, so that customers can make cooperation decisions as soon as possible.

7. Deal

That is, guide customers to make decisions and realize business. When appropriate, such as when the customer is satisfied or in a good mood, you can take the initiative to give the customer a hint, complete the signing procedures, and clinch a deal.

8. Provide customers with their own information.

Communicate the information that is beneficial to you to customers in an appropriate way, make customers feel that buying your products is a correct decision, improve customer satisfaction, and may also be of great help to your future sales work.

Questioning skills

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

1, prelude

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.

Step 2 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.

Step 3 be silent

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.

Listening skills

Learning to listen is very necessary, and customers will not always repeat the same question. If you are absent-minded and don't listen, you are likely to miss some very important information, thus losing the chance to make a deal. Therefore, listening skills are very important. There are four good listening skills.

1, confirm

In the process of the customer's speech, there may be some words you didn't hear clearly, and there may be some technical terms you don't understand, so it is especially necessary to confirm with the customer to further clarify what the customer said.

At the same time, when communicating with customers, we must pay attention to the use of our own language. Don't use too many terms, so as not to easily cause obstacles to customers' understanding.

Step 2 clarify

If there is any ambiguity, communicate with the other party in time so as to fully understand the real thoughts of customers. There may be two or more understandings of what a customer says. If you are self-righteous and only understand according to your own likes and dislikes, it will inevitably lead to misunderstanding. So be sure to communicate with customers in time and clarify the facts.

3. Feedback

In the process of listening, we should actively and timely feedback to customers. You should constantly make him realize that you have been listening to him. If you only pay attention to your long speech and can't hear the response, it will inevitably cause psychological pressure on the customer, so he naturally doesn't want to continue to talk about the following content, just want to end the call as soon as possible.

Step 4 record

Be sure to take notes when communicating by phone. Telephone communication time is limited, so it is difficult for you to remember all the main points of customer needs. The best way is to record the key points mentioned by customers at any time in time.

5, judge the customer's personality

Listen to the customer's personality by calling. According to the four personality types mentioned above, give the current customers a general positioning. Then adapt to each other according to this positioning and deal with it according to the above method.

Self-check

Think back to your last communication with customers and answer the following questions.

Express sympathy

1, indicating the method of empathy.

Empathy is to stand in the customer's position and consider the problem from the customer's point of view. It is important to express empathy. Expressing empathy can make the customer realize that you have been standing with him, effectively narrowing the distance between the two sides. There are several ways to express the same feeling:

It is right to agree with customers' needs.

Statement of needs is as important as anyone else.

Point out the consequences of failing to meet this requirement.

Show that you can understand the customer's current feelings.

2. Preventive measures

Don't be too eager to express empathy, facial expressions must match the voice in time. More importantly, we must express empathy from the customer's standpoint.

There are two points worth noting when expressing empathy:

Don't be too eager to express it, so as not to let the other person think that you are trying to please him.

When you speak, you should coordinate your facial expressions and actions in time, just like having face-to-face communication with customers.

Experience is for reference only. If you need to solve specific problems (especially in the fields of law and medicine), I suggest you consult professionals in related fields in detail.

Communication skills between telemarketing and customers. Internal obstacles to customer service

1, with a correct attitude, others don't need to be his loss, and sum up the advantages of the product.

2. Every call is recorded, and I am good at summing up my own words and why I was rejected.

3. Write down the key words you want to express on paper before making a phone call to avoid being nervous and incoherent.

Second, clarify the purpose of the call, get an interview opportunity, and then complete the sale. (If not the person in charge, try to get the phone number of the person in charge)

Third, customer resource collection, customers must meet three conditions.

1, with potential or obvious demand.

2. Have a certain economic strength to consume and consume the products you sell.

3. Contacts should have the initiative and be able to make the final decision.

Four, the front desk or switchboard communication

1, when looking for information, you need to find the boss's name and call the boss directly. If the other party asks who it is, say it's a customer or friend, so the chances of finding it will be greater.

If different companies call different numbers and different people don't respond, the chances of success will be greater.

3, as long as you go to the extension and ask again (not from zero to manual), you may go to the salesman or the personnel department, thus avoiding the front desk.

If you think this customer has a bright future, don't give up asking other colleagues for help. By the way, test your colleagues and learn something yourself.

5. In the capacity of cooperation. Hello, this is ... the company. Put me through to your boss. I sent a fax yesterday to confirm.

6. I don't know the surname of the person in charge, but pretend to know him. Find your manager, I ... If there is no answer, you can say, Oh, that's my fault. I lost his business card. Please tell him your name and number.

7. Don't leave your number and name with the caller. If the person in charge is not here, just say "it doesn't matter". When are you free? When do you think it is convenient for me to call, or I'll call you this afternoon.

5. Introduce yourself and the company for 30 seconds at the beginning of successful telemarketing.

Say three things in 30 seconds: 1, I represent the people in that company, 2. What's the purpose of calling the customer, and 3. What's the use of the product for the customer.

6. Introduce your own products

When introducing products on the phone, you should pay attention to the key points and highlight your own products to attract customers.

Seven, handling customer objections, there are two ways:

1, habitually refused to divert attention. For example, we do have a group purchase, which can improve the enthusiasm of employees, maintain his customer relationship and improve his own efficiency.

2, the customer objected, sometimes we don't know whether the customer is in a good mood, we can judge by tone and attitude. Learn to listen, help him resolve his irritability, and give back your kindness in future communication.

3, customers are opposed to being teachers, customers pick out the shortcomings of products, and customers know that there is no perfect product in this world. He just wants to express how powerful and knowledgeable he is. All ears show that what the customer said is very reasonable, and all products are flawed. Listening to what you said made me learn a lot. Then express their own shortcomings, but also meet the vanity of customers, but also achieved their own sales purposes.

The real objection includes two aspects:

First, there are several forms of demand:

1. Not needed for the time being. I need to call you because our opening remarks didn't attract customers. Then we should adjust our speaking skills and focus on what our products can bring him.

2. Send a fax/information to have a look and talk about it then. Then consider what the product can bring him next time you call.

I have to think about it/discuss it again. We need to find out the true meaning of customer's "consideration". May I ask what you are worried about? Only in this way can we understand our reasons. Ask the reason and find a solution.

4. We have partners. Oh, congratulations. I don't know which company you work for. Maybe I can help you? If customers are interested, we will analyze the advantages of competitors, and then tell them that the differences of our products will arouse customers' interest, and then say that one more chance of multiple choices will not cause any losses.

I am very busy now, and have no time to talk to you. We said it's okay. Is it convenient to see it tomorrow afternoon? I will visit you at your home with the information. We'll talk about it later if we're not busy. If you still refuse to tell the customer to send an email, or something else, make an appointment for the next contact opportunity and give the customer a buffer time.

B, price objection, try not to talk about the price by phone, if you have to quote, quote a rough price first, and then the customer will negotiate.

Eight, about customer interviews

I didn't talk about it for the first time, so I have to leave myself a way out.

Telemarketing steps:

1, greet customers and introduce yourself.

2. Greetings and compliments explain intentions

3. Interview invitation

4, a few words refused to deal with:

No, I wasn't there then. I'm sorry, maybe I'll choose an inappropriate time and come back at your convenience. Are you free tomorrow or the day after tomorrow?

I'm not interested in your products. Dialogue: Because you ... don't understand, you're not interested. Please give me a chance to interest you. That's why I want to visit you. Will you go to work tomorrow or the day after tomorrow?

C, I'm busy and have no time. Conversation: I know you are busy with official business, so I call you in advance to ask for your advice, so as not to call in rashly and interfere with your work. So, tomorrow or the day after tomorrow?

D. Send me the information, and I'll have a look first. Dialogue: It doesn't matter, but you are too busy, and reading these materials will take up too much time. Why don't I help you think about it? Do you think tomorrow or the day after tomorrow is more suitable?

Communication skills between telemarketing and customers. The art of rejection

1, miss, I can understand your idea very well, but I'm sorry that we can't meet your specific requirements for the time being. I'll report your situation to the relevant departments first, and then contact you after verification, okay? ;

What you said does have some truth. If we can help you, we will do our best. Please forgive me if we can't help you

Although we can't handle or solve this matter at present, what I can do is ...;

Thank you for your support of our company's activities! As many customers are interested in participating, * * the redeemed/designated products are out of stock (sold out, please pay attention to future preferential activities;

Dear Mr./Ms, thank you for your interest in XX business of our company. We haven't got the latest news yet. I suggest you go to the website first, or call for advice later.

6. Thank you very much for your attention. Not implemented for the time being. Please pay attention later.

7. Thank you very much for your feedback, sir/madam. We will try our best to improve this problem and hope that you will continue to support and supervise our work. Thank you! ;

8. Miss, I can understand your feelings, so how do you want us to help you solve it?

Mr. *, you are our customer, and we will try our best to satisfy you. This is our job requirement. I'm sorry, what you said does have some truth. If we can help you, we will do our best. Please forgive us if we can't help you.

Second, empathy

1, I can understand;

2. I understand your feelings very well;

I understand why you are angry. If I were you, I would feel the same way.

4, please don't worry, I understand your feelings, we will try our best to solve it for you;

5. If I meet you so much trouble, it will be your mood now;

It's inconvenient for you to have such a thing happen, but we should face it positively, right? ;

7. Yes, if I meet you with so much trouble, I will feel very wronged.

8. I understand your feelings very well. Please rest assured that we will find out and give you a satisfactory answer.

9. I really understand. Please rest assured that we will check and reply to you.

10, "I can hear that you are in a hurry", "I feel that you are a little worried" and "I can understand that you are angry. Let me give you some other advice. What do you think? " "I can feel your disappointment, what I can help you is ..." "I can feel that the situation and business of XXX have brought you unnecessary trouble;

1 1, "If it were me, I would be in a hurry ..." "I feel the same way with you ..." "It's irritating ...";

12, hello, I'm very sorry to have caused you so much trouble. If I were you, I would be very angry, too Would you please calm down and give me a few minutes to tell you the reason?

13, you are right, I feel the same way;

14, we are very sorry for the inconvenience, and we feel the same as you;

15, I can understand your feelings, and I will deal with it for you right away;

16, "Miss, I really understand you ...;

17, yes, if I were in trouble like you, I believe I would feel the same way as you do now;

Third, be taken seriously.

1, sir, you have been our customer for * * years;

2. You are an old customer who has supported us for a long time;

You are so familiar with our business that you must be our old customer. Sorry, we are sorry for such a mistake.

4. Sir/Miss, I'm sorry that the previous service made you feel bad. Our company attaches great importance to the opinions of customers, and we will reflect your situation to relevant departments for improvement as soon as possible.

Fourth, replace "you" with "I"

1, you confuse me-(I don't quite understand, can you repeat your question;

You made a mistake-(in other words, I think there may be a misunderstanding in our communication;

3, I have made it very clear-(in other words, maybe I didn't explain it clearly, which made you misunderstand;

4.do you understand? Do you understand my explanation? ;

5. Ah, what did you say? Sorry, I didn't catch that. Would you please say that again?

6. Do you need-(On the contrary, I suggest .../Do you think it is possible ...;