Grasp The Voice And Emotion Of Telemarketing Staff.

For telephone ordering workers working in call centers, it is very important to grasp sound skills, which can shorten the distance between you and your customers.

Speaking too orthodox is mechanical; too casual and unsincere; too loud can make the other person feel harsh; the voice is too small for the other to hear clearly.

So, how can the telephone ordering staff manage their own voice and use the sound to give the customers a good impression, thereby improving the success rate of telephone ordering and ensuring the quality of customer service?

How to make your voice practice more standard and more magnetic? Here are some points for reference.

1, let your voice suppress, lift, beat, and frustrate.

The lack of voice, inhibition, promotion, setback and frustration is a common problem for many telephone ordering workers. Their service is like a typical call station or directory enquiry station, with a plain tone and a single tone, which makes it impossible for tobacco companies to feel the welcome and importance of every customer from this contact point.

Of course, there are a number of reasons for this phenomenon: first, keep repeating.

Telephone ordering staff face too many customers, often say the same words, then they lose enthusiasm.

Second, because it is not face-to-face, lack of facial expression feedback will also lead to the loss of the telephone ordering clerk.

The ways to overcome are: first, imagine that the other person is a specific image sitting opposite you. You are talking with this image instead of calling.

Second, recognize some key words and raise their intonation appropriately.

2, show your enthusiasm and confidence through voice.

A gentle, friendly and frank voice can help customers relax, increase trust and reduce psychological barriers.

(1) warm greetings

There are two standards for greeting: one is "three segments": "good morning, I am Huang Gu, I am glad to serve you", and the other is "four paragraph": "Hello, XX company, I am Huang Gu, please..."

Your enthusiasm has no room for expression in such greeting. If you leave a good first impression on your customers, customers will have further interest in communication.

(2) let the customer hear your smile.

Enthusiastic displays are usually linked with smiles. If you haven't formed a natural smile habit and try to practice yourself, here are two ways:

First, ring the phone as a start signal, so long as the bell rings, the smile starts.

Second, look at the mirror, so that every time you smile, you can reveal at least eight teeth.

If your smile can always be accompanied by your conversation with your customers, your voice will be warm and confident.

Too fast and too slow speech speed will give customers a variety of negative feeling space.

Speaking too fast, customers will think you are a typical salesperson; speaking too slowly, customers will be impatient with you, and wish to say goodbye to you early.

Therefore, it is necessary for telephone ordering staff to carry out sound management by using unpleasant and slow speed to communicate with customers.

There are two other points to note:

First, the speed of speech varies from customer to customer, that is to say, fast spoken customers or slow speaking customers try to approach their speaking speed.

Second, the speed of speech varies from content to content, that is to say, when it comes to something that customers may not be very clear about or important to them, they can slow down appropriately so as to give customers time to think and understand.

4, no small volume.

Keeping the moderate volume will greatly increase the interest of customers in communicating with you.

If your voice is weak and your customers can't hear you clearly, the distance between you and your customers will be dragged away.

When customers ask you to say "please speak louder", you know that he has less interest in communicating with you.

Conversely, if your voice is too loud, it will bring a lot of annoying murmur, such as your wheeze, computer keyboards and other annoyance.

To a large extent, pitch is determined by the vocal characteristics of individuals.

Too high or low pitches make people uncomfortable, especially for customers who feel uncomfortable about the interaction between gender and pitch, that is, men's voice is thin and women's voice is rough.

However, proper practice can make the pitch tend to be moderate.

The telephone ordering clerk who has this problem can take the following exercises: keep your posture comfortable, breathe smoothly, do not raise your head too high or press too low, try to make your voice fall in the middle of pitch, and increase or decrease according to the content of expression.

Surveys show that in telemarketing, when customers do not hear a sentence, they will not ask the salesperson to repeat it most of the time.

Therefore, in order not to let customers miss important information, the telephone ordering staff should pay attention to the following three points when communicating with customers.

First, Putonghua, accurate pronunciation, clear pronunciation.

Second, do not eat gum, drink water, change posture to find things while talking, and avoid speaking indistinctly.