The prologue of telemarketing is that the salesperson should arouse the customer's interest in the first 20-30 seconds, otherwise the customer will be distracted, impatient and even hang up directly. In just a few tens of seconds, what should I say to capture the hearts of customers? As follows, for direct customers and non-receiving customers, share 20 telephone opening skills and words.
I. Direct customers or related personnel
A direct customer, which can be an individual or an employee of an enterprise, means that the salesperson has certain background knowledge about this customer, making it clear that this person has the right to make a purchase decision, or has influence on whether the decision-maker makes a purchase. This kind of customers, sales staff can directly sell products to them.
1, interest temptation
The hardest thing to do is to attract customers' attention quickly. Customers always care about their own interests, such as reducing costs, improving profits, improving efficiency and so on.
Therefore, the key to the opening remarks is to be related to the interests of customers. "Mr. XX, if there is a way to increase your profit by 20% and it proves to be effective, would you like to take a few minutes to learn about it?"
For another example, the opening remarks of the commonly used preferential activities in the telecommunications and financial industries are "We are now launching a new preferential activity", "Get XX for free", "You only need to spend 6 yuan to get the service you used to spend in 30 yuan" and "Hello, Mr. XX, I am XX Company. I understand that your traffic fee is relatively high, and now there is a new package that can halve your traffic fee. Are you interested in learning about it? "
Step 2 use "different" to attract
For example, use the special advantages of products such as "unique" and "biggest" to attract customers. For example, "Hello, I'm from XX Animation Design Company. I wonder if you have contacted us. XX Company is the only professional service company specializing in XX animation in China. I know that as the head of an animation design company, you must also have training needs to improve the professional ability of designers, so I want to have a brief exchange with you.
3. Endorsement of large enterprises or competitors.
The company mentioned at the beginning is the company in the same industry or the direct competitor who has just served. For example, "Recently, we just provided staff sales training service for XX Company, and they are very satisfied with our training effect, so we think it may be helpful to your company".
4. Talk about topics familiar to customers.
For example, "Hello, Mr. XX, this is XX from XX Company. I recently read an article about advertising strategy published by you online, which is very different from what I saw before. Did you sum it up yourself? " If the other person is sure, you can continue to say, "This article makes me feel deeply, but there are a few questions that I don't quite understand. Can I ask you? "
5. Sincerely praise customers.
For example, "Hello, Mr. XX, I have paid attention to your time in XX and know that you have a lot of research in the field of XX. Can I take five minutes of your time to ask you two questions?
6. Introduction of acquaintances
Hello, Mr. XX, I'm XX, the sales consultant of XX Company. Your good friend XX is a loyal user of our company. He suggested that I call you. He thinks our products also meet your needs. "
7. Humorous self-report
"Hello, Mr. XX, I am a sales consultant of XX Company. However, this is a sales call. I don't think you will hang up directly! " If the customer says "I hate sales", the salesperson can reply "Then I really have to be careful not to add another annoying person to you". Of course, if the customer asks "What are you going to sell", you can directly introduce the product.
8. Start with the topic that the other person is most concerned about.
"Hello, Mr. XX, I'm from XX Company. Listen to the salespeople below you. Now is the off-season of the tourism industry, and the sales volume is not very good? " This kind of prologue is to pull the other person from the state of refusing and being alert to the salesperson to the state of solving his own concerns, so that he can forget to refuse you, and then slowly connect his concerns with the products you sell.
9. Do you want to ask, "Is it convenient for you now?"
I believe many salespeople will ask customers, "Is it convenient for you now?" And basically many customers will be inconvenient to talk about it. Salespeople are very polite, do you want to ask? Two kinds of suggestions, either don't ask, directly cut to the subject; Either improve your voice appeal as much as possible, so that customers can feel your enthusiasm, and at the same time, you can change this sentence to "I'm sorry, call you now" to confirm whether the other party's time is feasible.
10, with key figures to increase persuasiveness
"Hello, Sir, our company is engaged in XX business. We purchase N kinds of XX materials directly from manufacturers and supply them to our local XX enterprises, saving XX costs for customers on average every year. So, I'm calling you to introduce our business. "
1 1, comments
"Hello, Mr. XX, I'm XX from XX Company, and I'd like to talk to you about XX business. However, I am a consumer of your XX products and have been using your products. I found something wrong with the product. " In this way, the role of salespeople has changed from sales promotion to customers of the other side.
12, wrong number.
"Hello, Ms. XX, this is XX from XX Company. The XX car that your husband is interested in has arrived. This car is listed in the first batch, and there are not many places around, with XX discount. I finally got it for him and wanted to ask him to have a look. " The other party said, I am not XX, and the salesperson can continue to say, "Sorry to bother you, by the way, do you have any plans to buy a new car at home now?"
13, irony
Ironically, it is to break the fixed thinking that salespeople introduce products as soon as they open their mouths. For example, the salesperson of an air conditioner manufacturer called the air conditioner wholesaler and said, "Would you like to sell 500 air conditioners?" Buying and selling, a word difference, can tell what the other party is eager to expect and arouse the other party's listening interest.
Second, it is called "indirect customer"
Indirect customers refer to employees, secretaries, office directors, etc. In the face of corporate customers, without the relevant information of buyers, salespeople can only get in touch with decision makers by dealing with these people first.
What is the biggest feature of this kind of people? After being bombarded by all kinds of sales calls, they are already quite disgusted with sales promotion and have strong immunity. If you hear a little suspicion of selling, you will instinctively refuse, shirk or hang up immediately. Some companies even have special training in filtering calls. In this case, if the salesperson lacks skills or experience, the result can only be a ruthless refusal.
How do salespeople deal with these "immune" people?
1, be polite to the connector.
Seeing this sentence, a salesperson may immediately stand up and say that he has questions. "My attitude, tone and words are very polite, but I was rejected." You can ask yourself first, besides being polite in attitude, are you polite to the receiver?
Take a negative case: the salesperson dialed the phone and said, "I'm from XX Company. Our company mainly does XX business and is a professional service provider of XX enterprises. Are you XX Company? I went to see your boss ",and then I heard" wrong number, beeping ... ".
One mistake made by this kind of speech is that there is no minimum greeting and greeting, but a long list of terms comes up, only caring about their own happiness and ignoring the operator's response. I suggest trying to say, "Hello, I'm XX Company, and I have a new product brochure. We sent an e-mail to the general manager. You know the telephone number of the general manager, right? I took it down. "
2. Avoid too "stylized" ways of speaking.
For example, "Hello, I'm from XX Company. Excuse me, is the person in charge of XX product business in your company there? " This way of asking questions is also easy to be rejected, because when the other party listens to "your company"+subsequent uncertain inquiries, it is easy to guess that you are making a sales call rashly. The suggestion is changed to "Hello, this is XX Company, and there is an advertisement for buying 10000 and giving away 5000. Many unit leaders want to know the details of this plan. You know the telephone number of the general manager, so I'll write it down. "
3. "Don't hang yourself from a tree."
For corporate customers, you can make multiple calls. For example, if the front desk phone can't get through, you can transfer to the sales department, marketing department, finance department or other departments. These departments receive fewer "harassing calls" and are more likely to achieve the expected results.
4. Hint operation
If we convey to our informants the impression that they know nothing about "direct customers", it will be difficult for them to gain trust. On the other hand, if we hint to the operator that you know or have been in contact with the clappers, or that you are familiar with them, the other party will be more likely to let down their guard.
For example, if you only know the name of the direct customer, you can say, "Hello, this is XX from XX Company. Does Zhang Can always answer the phone? "
Or, it implies that you are very familiar with each other and the telephone communication time is very short, such as "Hello, this is XX from XX Company. I know Mr. Zhang is very busy. Tell him that it only takes two minutes and I want to talk to Mr. Zhang about our new business. "
Also, mention the name of the operator, such as "hello, secretary Wang?" I'm from XX Company. We haven't met before, but I know you. My surname is Xiao. Is manager Zhang there? I will put him on the phone. "Most secretaries or assistants are used to calling the boss directly. Once the salesperson mentions the secretary's own name first, it is easy to close the distance between the two sides and the awareness of prevention will be reduced.
In addition, you can also use third-party relationships to pull in relationships, such as "Hello, Secretary Wang, I'm XX from XX Company. A friend of XX told me that your boss is interested in our new business and I'd like to make an appointment to talk to him. Friends here can also be relatives, classmates, calligraphy associations, etc. Of course, before you say this, you need to do some homework, understand the social relations of the target customers and so on.
5. Adjust the way of asking questions to reduce the possibility of the other party saying "no"
Many salespeople ask questions in the form of "yes", "yes" and "do you know", and most of them get negative answers. Maybe we can change the way we ask questions and lead the other person to say "yes". For example, "Do you know the telephone number of the sales department" or "Can you find your sales manager? Thank you. "
6. "Silence" is on the phone
Because of the nature of work, most salespeople are accustomed to a humble and sincere attitude when calling customers, and operators are also accustomed to a self-righteous indifference. In this case, it is suggested to try the method of "silent pressure".
For example, after connecting the phone, the salesperson said, "XX Company?" (Try to use the abbreviation of the other company), the operator replied, "Sure, where?" Next, the salesman can choose to be silent for 5 seconds, and then say, "Hello, my name is XX, XX Company (preferably abbreviated), and I made an appointment with you the day before yesterday. Please put the purchasing manager on the phone. "
Don't underestimate these few seconds, it can effectively make the sales staff look more imposing and give people an imposing manner that is not easy to provoke. Of course, it may be better if the salesperson pretends to sort out the information and let the paper make a sound during the silent period.
7. "Ask" the operator
This way, simply put, is to mislead the listener with the opening remarks of "You know" and prevent him from asking more questions. Examples are as follows:
Salesman: "Hello, this is XX from XX Company. We have some inside information to check with your boss. You know the boss's phone number. I'll take it off.
Operator: "You tell me the situation, and then I'll report it to the boss."
Salesman: "Don't you know this thing? You are always around the boss, so you should know the situation better than others. Ok, please tell my boss's phone number and I'll tell him myself. "
The above respectively introduced how to grasp the words and skills of the other party's patience with direct customers and indirect customers in the first 30 seconds. Although there is no guarantee that all customers will be willing to continue listening, I believe that mastering these skills, constantly exploring customer psychology and daring to try will definitely gain more target customers.