20 typical business decisions

Successful telemarketing is dubbed a "one-line ten thousand RMB"-a telephone line establishes a more efficient, convenient, and fast sales communication channel between sales personnel, enterprises, and customers. Good telephone sales will greatly increase our transaction rate, transfer more product information to the target market, and reduce the enterprise's business development costs when the transaction is concluded.
Unlike face-to-face sales, the sales staff in telephone sales cannot see the customer, intuitively judge the customer's mood and emotion, or create a situation through the interaction of body language, influence the customer's purchase decisions.
Sales is the transmission of emotions and the transfer of confidence. The key to the "one-line ten thousand dollars" lies in the "instant" of customers' sentiment and emotional hotkeys-"people are most afraid of being emotional". As long as telemarketing can effectively mobilize customers' sentiment, to make sales more effective.
I. Telemarketing staff's self-emotions:
Winston Churchill once said that the secret to influencing people is sincerity: "Before you can touch people with emotion, you must be emotional first. Before you can tear up your tears, you must first cry. To convince others, I must first believe it ."
Before the sales staff wants to influence and mobilize customers' emotions, they must first talk to themselves to mobilize their emotions and emotions. Note: In the service economy, we do not sell our products to customers for profit, but provide the best solutions to customers who need them, while seeking for benefits for the customer, we will continue to develop and improve ourselves to survive. This is the original intention of all our sales work.
On the phone, how can we let customers understand our position and starting point? The following tools can be used for reference:
1. Adjust your body language
It is time to establish a self-check system for our usual status. Observe your body language consciously at ordinary times: When you bend your back, when you frown, when you lift your body up ...... How do you feel? How does your heart engage in self-conversation?
I'm tired, tired, and fragile ...... At this time, your throat is like a piece of cloth, the speed is slow, the tone is low, the content of the speech is intermittent, ambiguous. Imagine how customers feel when they receive such calls? Customers can't see you, but through voice, the customer's negative emotions quickly take over the front, quickly perceive your status and make judgments: this salesperson seems to be very tired-their work is very tired-the reason is that the product is unsalable-it is because the product is not good-I will not buy a bad product.
Till now, we have no idea whether behavior determines mood or mood. However, what we can know is that the two affect each other and interact with each other. It may be difficult to change your mood, but it is easy to change your behavior. We only need to do one or two simple stretching exercises: Straighten the back, raise your hands, press your feet, and relax. Our emotions will immediately improve and improve.
Don't sit in front of the phone, stand up and move around, and adjust your limbs to a more comfortable and positive situation. Imagine that the customer is in front of you, imagine his expression and mood with his voice. At the same time, your mouth is raised, and the smile sound can be felt through the phone.
Let's take a look at the psychological dynamics of this round of customers: this salesperson is very comfortable-he seems to have confidence in the products he represents-certainly many people have bought-and seem to have been quite certain-so it should be good-then I will try it. right.
2. Pay attention to the rhythm: give full play to your influence
Telephone lines build a virtual world composed of sounds. In this world, how can we better exert our influence? The key is to grasp the pace. The pace should be used to meet the customer's psychological needs. However, we can use our own experience and tools to understand, create, and grasp such requirements.
If it is the customer's active call, it is best to answer the call when the bell rings?
The suggested answer is: Third.
The bell rang at the beginning: It seems that the electricity shows who called the customer and quickly mobilized all the memory cells about the customer to enter the face-to-face scene with the customer.
Ring the second voice: Brewing emotions, quickly pushing yourself into positive emotions, let the customer hear the first voice from the microphone "feeling" is very good, right.
The third ring: Answer, pass the feeling, and add the sound element to the face-to-face scenario created by the first sound to make the picture more complete.
Similarly, before making a phone call, we should push ourselves like this: Before making a call, we should put the customer's information in front of ourselves, and imagine the other party based on the customer's information: appearance, demand ...... Quickly create a picture of these in your mind. Then start to call. Connect the voice on the phone with the screen in your own mind: Through the voice, you can imagine the other person's scene, his/her expression, and his/her mood? Through conversations, how can we quickly influence customers' sentiment and reach a deal? At the same time, we constantly make adjustments to areas that are inconsistent and uncoordinated with each other. To facilitate the occurrence of transactions.
3. Train your voice
Due to air transmission, we often hear different voices than others. Therefore, we are often surprised to hear our voice with the help of recorders and other equipment: Is this my voice? If we use telephone as our usual marketing tool, we must learn to better get used to our voice and train according to our actual voice to achieve better communication.
Self-cognition and truth often differ. However, this kind of discrepancy often happens when we are unaware of it. To improve our transaction rate, we recommend you install a recorder on our phone. In this way, we can jump out and analyze our phone sales and learn more: I used to say this on the phone, this kind of voice is sincere/weighty/soft/positive (positive ). My commonly used sales language is like this. If I am a customer and I hear the information sent by such a voice, my feeling is ...... Will this affect my purchase? If not, what adjustments need to be made to this voice and the content mentioned in this voice to make me more impulsive to purchase?
In particular, we need to analyze our successful phone sales case: What kind of language is the body language when I make this call? What does the sound like? Is there passion, happiness, joy, peace, or anything else? What kind of tone, tone, and frustration do I use to bring out this feeling? What is abnormal in my mood during this telemarketing call? In what ways has the customer been affected? How are customers affected step by step and finally decide to pay? How can I apply this successful experience to the telephone sales of other customers?
2. In telephone sales, a five-star hotel once conducted a customer satisfaction survey and found that the highest customer satisfaction was the buffet department. The world-wide and hot experience economy is also telling us that the higher the customer engagement level, the easier the customer will be satisfied. The service process is also a process that creates a unique user experience.
In face-to-face sales, we can also improve customer engagement through implementation, trial, and other methods. But on the phone, how can we mobilize customers' emotions through sound interaction? How can we change the customer's mood in a virtual situation like voice?
1. Use more positive words:
An interesting small experiment: Now I want to tell you, "Don't imagine how cute this elephant is when it dance behind your back. Never imagine how cute it is, don't imagine ".
What kind of pictures do you have in your mind when you hear this sentence?
Psychology proves that the human brain does not accept the negative argument. In the subconscious, we often only hear the content behind the negative and regard it as part of the fact. Therefore, when we talk to customers: After you buy a product, you will not suffer. What do customers hear? Pain. If we have other factors in face-to-face sales that can reduce or make up for this defect, but in our telemarketing, there are no more tools than languages to establish relationships with customers' positive emotions. Therefore, try to use the positive words associated with emotions and feelings. They include: relaxation, trust, relaxation, happiness, joy, happiness, success, excellence, excellence, beauty ......
However, there is a word to attract your attention! -- What do you feel when you hear "? Is the nerves getting nervous immediately? Yes, the customer feels exactly the same as you, and immediately enters a situation of alert. When you say "yes, I agree with you, ......" What does the customer feel? You still don't agree with me. Here, we provide you with a safer and more effective; turning point: later. "Yes, I totally agree with you. Many customers also had this idea when they first came into contact with our products. Later, they changed this idea after purchasing the product ."
2. Mostly use comments and questions
The effect of communication in daily life depends on the response of the other party, and the effect of communication in sales depends on our sales results. How can we achieve better results through telemarketing? Still lies in the customer's feeling. However, people are complicated. We often have multiple voices and thoughts in our hearts. Before making a purchase decision, customers often have various conversations in their hearts: it is safe to not buy, because it will not be wrong if you don't buy it, and you will not buy things that do not match your needs because of their own hot minds, I don't want to buy expensive products or make jokes, but I also want to try the benefits of new products and try a different feeling from the past ...... What decisions we want customers to make depends on what part of our ideas we are certain about. We are sure to implement this in our telemarketing business, that is, we are constantly using empathy to identify customers with their ideas and values. The most direct manifestation of identity is: Praise the customer. In what direction should we praise our customers, we will increase the power of this party in our customers' internal conversations, and lead to customers' feelings and behaviors.
Praise from the heart is the most direct recognition and complete acceptance.
When the customer receives this feeling of recognition and acceptance, he will put down his guard and start to Establish a trust relationship with the sales staff on the phone. Therefore, try to praise the customer with sincerity on the phone: "Mr. Zhang, your voice sounds awesome. I believe that you are also a meticulous and serious person in your daily life ." "Ms. Wang, when you speak, you will know that you are very caring for people around you. I used to have such a good elder sister. We got along very well. I learned a lot from her. I hope I can learn from you now ."
If praise is to enhance identity, the purpose of the question is to arouse the customer's reflection.
Is the customer always right? Not necessarily. But for us, the customer will not agree. Even if you have quietly agreed to it, you will not admit it because of your face. Correct Your Behavior: purchase. Therefore, in telemarketing, learn to ask questions, and lead to customer reflection through questions, so that the customer can think about self-check. This will allow our sales to go from "push" to "pull. In the early stage of telemarketing, we asked some open questions and collected some customer information as much as possible. When we learned that the customer had enough information and determined the customer's real pain points, obtain the customer's approval by asking questions about the boot type and suggestion type. Finally, closed issues are used to facilitate transactions.
3. Listening is the most valuable gift"
Another benefit of learning to ask questions is: We can temporarily ignore the privilege-remember? Too many mistakes and too many words are required. For customers. The more customers say, the closer the relationship between the customer and the sales personnel, the better the trust, and the larger the proportion of transactions.
Not only in telephone sales, but in all sales processes, the proportion of customer speech is proportional to the proportion of our sales success.
Before the contact, we did not know what the customer's voice would be like and what the customer's expression would be like. Today, we may have met an important customer who enjoys speaking but has no chance to speak. However, this customer had no logic to speak the preface, and the tone was flat, which made people sleepy. Or, this customer talks about a set of products and is more professional than you. These are all possible. Maybe we caught a useful piece of information in our subconscious, but we didn't know it at the time. The remarks can help us think effectively: What is the background of the customer, what is the requirement in this context, and what is sensitive to the transaction, what are the standards on the customer's purchase list ......
If we want to achieve the "one-line ten thousand RMB" sales result, we must first make sure that our call is "instant" to our customers' emotions and emotions ". This requires us to be highly sensitive to customers' emotions and emotions, and be aware of ourselves for a long time.
When God closes a door, it will surely leave a window for you.
When there is only one microphone left in the world, we are still the best sales staff.