Telemarketing Skills "Great Secret"

1) the essentials of telephone interview -- the importance of telephone interview: improving work efficiency and saving time. Telephone About the items (strangers, friends, friends), list types (guilds, friends, activities, magazines, associations, associations, neighbours, classmates, business cards, exchanges, monthly telephone numbers, phone books before, familiar with the recommended list of colleagues' newspapers).

2) the principle of telephone interview: "hot", "compliment", "refined" and "stable" - (warm, compliment, concise, steady, happy, affirmative). The interview does not mean that the meeting is only about meeting time and place. (- (short and powerful, not more than 3 minutes) about interview (content) 7%, tone, mood, emotion 38%, body movements 55% use. Telephone script The advantage is that when you work, you can invest 100%, and you will not deviate from the topic.

3) telephone approach The warm-up exercise in front of me is to do physical warming up exercises, self affirming words, act immediately, I love myself; psychological rehearsal - the sense of last success; pay attention to expression - pay attention to facial expressions and body movements, think about the last successful feeling; do not be disturbed - ask others to answer the phone, call the phone tools, mirror, list (100), script, pen, white paper, itinerary and interview record;

4) key points: short, powerful, creative, attractive opening remarks; enthusiasm, sincerity, excitement, confidence, enthusiasm, sincerity, excitement, confidence, professionalism and ease; the three minute principle - do not talk about training on the phone, record conversations; three do not talk about products, themselves, and companies; three talk about raising interest rates, related industries, family intimacy, arouse curiosity, interest and humor. Wait for the script; confirm the time, place, meeting time, place, re confirm the confirmation; the end of the climax - give the other person's expectation: see you, I am sure you will be very happy! The compliments during the interview - praise at this time, but sincerely, sincerely, naturally, about people, cheering, keeping the mood, continuing to invite, recording key points - customer information, appointment time and place, and those who answered the phone can also make fifty calls at one time, and visit the company to negotiate with him.

5) taboo - do not deceive customers by unreal words, exaggerate or exaggerate words, never criticize peers. The power of faith tells you. You will not get what you want, you will only get what you believe.

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When the phone is connected, the person who answers the phone wants to report home. For example, "Hello, this is the XX beauty body center" or "Hello, I am very glad to serve you!" absolutely forbids to catch up and asks, "Hello, who are you looking for? Who are you?" this is not only a waste of time but also very impolite, so that the image of the beauty salon is greatly reduced in the minds of customers. Before you answer the phone, you usually make the phone ring one or two long tones. You must not let the phone keep ringing and slowly answer.

It is best to place some paper and pen beside the phone so that you can listen to the phone and record the key points. After the phone is over, answering the phone calls should be properly handled or reported seriously.

When the customer calls to order, she will say the product name or number and when to pick it up. At this time, we should not only record, but also reclaim it to the other side to confirm it.

If you need to wait for each other during the call, the receiver must say, "excuse me, please wait a moment." Then tell her the reason for waiting, so as not to be anxious about waiting. When you answer the phone again, you must apologize to the other person: "I'm sorry to have kept you waiting." If the waiting time is longer, the receiver should show the reason, and ask her to hang up the phone first and then call back later.

If the voice is too small, the receiver can directly say, "excuse me, would you please speak louder?" I can not hear you very well. Never shout, "Hello, Hello! Hey, louder!" it's the other person, not you, who wants to speak loudly.

If you are trying to find a person's phone, you should quickly transfer the call to the person you are looking for. If the person you are looking for is not responding, say, "I'm sorry, XX is out now. I'm ZZ. If it's convenient, can I help you?" or you can leave your phone number and wait for someone to come back and tell him to call back.

Whether you call or answer the phone, you can reflect the image of a person or company. Telephone is a window for the company to communicate with each other. A good call and phone call process is a good impression and vice versa. Therefore, you should pay special attention to your words and mood on the phone, whether you dial or receive, a phone call may change your current situation or even a person's life.