The preparation before the telephone sale is like the foundation of the building. If the foundation is not solid, the building will collapse soon. 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. Preparations before telemarketing include the following:
1. Clearly call the customer
Be sure to understand the purpose of calling your customers. Is your goal to successfully sell products or to build a long-term relationship with customers? Be sure to be clear. This is good for the purpose of making a call.
2. Clear the target of 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.
3. 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. Telemarketing began to get more information and to understand the needs of customers. If you don't ask questions, you obviously can't get the information and needs of customers. Therefore, the skills of asking questions in telemarketing are very important. The questions that need to be asked should be written on paper before calling.
4. Imagine the problems that the customer might mention and be prepared
When you call in, the customer will ask you some questions. If the customer asks you questions that you are not very clear, you have to spend time looking for some information, the customer is likely to be afraid of delaying his time and hang up the phone, which is not conducive to the establishment of trust relationship. So you have to know what problems the customer might ask, and you should know how to answer in advance.
5. Imagine what might happen on the phone and be prepared
Of the 100 calls, usually only 80 calls are available. Of the 80 calls, there are often only 50 phones that can find the relevant person. Each call may have a different situation. As a telemarketer, you must be clear. What may happen at any time during telemarketing, and prepare corresponding countermeasures for different situations.
6. Preparation of required information
As mentioned above, if some of the responses to customers require access to information, you may not have much time. You should be careful not to let the customer wait too long on the phone, so the information must be kept at hand so that it can be removed immediately when it is needed. And the various materials prepared at hand are naturally as comprehensive as possible.
Make a work help form for questions that customers may ask frequently. When customers ask these questions, you can quickly check the answers at any time. Another required information is the contact number of the relevant personnel. Especially the contact number of the colleague is very important. If the question asked by the customer is not very clear, you can ask the technical staff of the colleague to help the customer to answer and form a three-way call.
[Self-test]
In response to the pre-sales preparations mentioned above, please answer the following questions.
â— The questions frequently asked by customers are: (1) ____________________________________________________ (2)_________________________________________________ (3)_________________________________________________. . . . . . â— Do you know the contact number of your colleague? Know â–¡ Don't know â–¡â— Is your usual information next to you? In â–¡ not in â–¡
7. Be prepared for your attitude
The attitude must be positive. Telemarketers call a lot of calls every day, and they often suffer a lot of refusals every day, so it is easy to cause mental fatigue. Under the influence of such fatigue, they may not be able to control their attitudes when they call. Not very positive and enthusiastic.
Some telemarketing representatives will be particularly nervous when they encounter important customers to make phone calls. They are worried that customers have chosen other companies and are no longer working with themselves. However, the actual situation is often not what he imagined, but the result is that his own tension may have a negative impact. So whether the attitude is positive or not is very important.
It is also important to prepare for attitudes. It is necessary to work hard to develop a friendly smile that is often just right when you are on the phone. This is described in more detail below when it comes to the power of communication in communication.
[Self-test]
Please do the following multiple choice questions:
(1) Before preparing for telemarketing, the harder job is ()
A. Understand the sales area B. Analyzing competitors
C. Develop prospective customers D. Find key people
(2) Which of the following is not a feature of a successful product description ( )
A. Can you tell me what you can do to help customers solve problems and improve the status quo
B. Let customers believe that you can do what you say
C. Let customers generate the desire to buy
D. Let customers feel your enthusiasm and be willing to stand in the customer's position to help customers solve problems
Key factors in the opening remarks
After the preparations are ready, the next thing to do is to call your customers. Calling the customer has a detailed question: How can I pass the front desk? Many companies have front desks, secretaries, etc., only through them can contact the target customers. If your target customer is positioned accurately and your preparation work is done adequately, this should not be your obstacle.
If you find the relevant person in charge, you need to have an opening statement. There are five factors in the opening statement that are critical:
Self introduction
Self-introduction is very important. For example, when the phone is connected, you say, “Hello, I am a certain person in the sales training organization.†Be sure to express your friendly greetings and self-introduction in the opening remarks. This is the former factor in the opening remarks. :Self introduction.
2. Description of the relevant person or thing
If there is a related person or thing, it is necessary to make a concise explanation of the relevant person or thing, which is equivalent to establishing a bridge to communicate with the customer. If you open the door and enter the topic directly, it is very abrupt, and it is not conducive to establishing a harmonious relationship. Therefore, it is better to have a description of the relevant person or thing.
3. Introduce the purpose of the call
Next, we will introduce the purpose of the call. It is important to introduce the purpose of the call, which is to highlight the benefits to the customer. In the opening remarks, let the customer really feel where your value to him is.
[Example]
“A few days ago, I talked with Mr. Chen about the improvement of the performance of telemarketers. He mentioned that you are also very professional in terms of telemarketing. He suggested that I must contact you, so I am calling today. For you, mainly considering that you are the person in charge of the telesales team, you are very interested in improving the performance of telemarketers."
As you can see from this conversation, there are two ways to attract each other in this conversation:
1 "You are also very professional in terms of phone sales." This is to praise each other. It is definitely easy for you to accept you after listening to the other party;
2 "Calling you, mainly considering that you are very interested in improving the performance of your telemarketers." More than 90% of people will be interested in this, so he immediately realizes that you are right to him. Where is the value, so he will naturally be happy to communicate with you.
4. Confirm the feasibility of the other party's time
It may take 5-10 minutes for you to communicate with your customers. You should be very polite to ask if it is convenient to call now. Of course, this sentence may not be applicable to everyone, and you don't have to talk to everyone. If you feel that this call may take up more time for the customer, and you feel that the other person may be a very time-conscious person, in this case you should consult the other person with politeness and enthusiasm.
5. Turn to inquiry requirements
If you want to build relationships and tap his needs, you must use the question question as the end of the call, find the topic of interest to the other party, the customer will be happy to talk about his own ideas, the opening will be very easy and smooth Go on. At the same time, it should be noted that when calling customers, you must have a relatively complete understanding of all aspects of the customer.
Pre-sales preparations include: specifying the purpose and objectives of the call, questions that must be asked in order to achieve the goal, envisioning problems that the customer may mention, and preparing in advance, envisioning what may happen at any time on the call and prior Be prepared for the preparation, the preparation of all kinds of materials required, and the attitude;
Key factors in the opening remarks include: self-introduction, description of the person or thing involved, introduction of the purpose of the call, confirmation of the feasibility of the other party's time, and the need to turn to the inquiry.
Telemarketing as an effective sales model is being recognized by enterprises, but most companies in the process of implementing telemarketing, due to the lack of profound research on this sales model, the results are not satisfactory. The main reasons for this situation are twofold: First, the company does not treat telemarketing as a sales channel, and another reason is that telemarketers lack sales and communication skills.
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