How to do a good job in hotel telephone sales

Many people have this experience. They often talk to a friend or client on the phone, but they have never met. Once they meet, they will find that he or she is completely different from what you expected. Why is this? Because everyone has the habit of imagining other people's looks through their voices. If you don't laugh when you talk, customers on the receiver can feel it even if they don't see it. So you need to speak wholeheartedly, whether you are facing customers or not. Everyone has the habit of depicting each other's external image through one's voice. This habit is very important for customer service personnel, especially online telephone service personnel. How many faces does a person have? The first face is his appearance, the second is his handwriting, and the third is his voice. As a customer service staff, your first face and second face are not important, but your third face is very important. You must make this third face very, very perfect with your voice, so that you won't feel that the voice is really soft and kind. Feel through your voice that you can really help him. It's hard to do. In fact, many times you need to show your expression and body language on the receiver, and then transmit it through the receiver with sound. Effective use of questioning skills In the telephone skills of customer service, the first one is to effectively use questioning skills. Many people think that asking questions to customers is to get answers, but sometimes this is not the case. In customer service, the purpose of many questions is not to get answers, but to gain insight into customers' problems at that time. The purpose of asking questions is only to provide an exit for customers. Benefits of asking questions: By asking questions, you can find the answers that customers want as soon as possible and understand their real needs and ideas. Clear your mind by asking questions. This is very important for customer service staff. Can you describe the specific situation at that time? "Can you talk about your hopes and requirements? These questions are all to clear up the train of thought, and let yourself know what customers want and what you can give. By asking questions, angry customers can gradually become rational. The customer was so angry that he forgot to tell you the truth. Customer service personnel should effectively use questioning skills: "Don't worry, I will definitely solve it for you. Please tell me exactly what the problem is, what happened first? "At this time, customers will focus on answering your questions. In the process of his presentation, his emotions will gradually become irrational, which is the third advantage of asking questions. Effective questioning skills 1, targeted questions What is a targeted question? For example, like the 800, 1860 service hotlines of China Mobile or China Unicom, customers may complain that their mobile phones are broken as soon as they are turned on. Or "the signal is always bad, you can't get it, or there is nothing on the screen." "At this time, the customer service staff may ask," What was your screen like when you turned it on this morning? "This question is targeted. What is the function of targeted questions? It allows you to get details. Use it when you don't know what the customer's answer is. Ask a targeted question to understand these questions. 2. Selective question Selective question is also a closed question, that is, the customer can only answer "yes" or "no". This kind of question is used to clarify the facts and find problems, the main purpose is to clarify the facts. For example, "when your friend called, was it turned on?" "Yes or no, maybe I don't know, customers can only answer yes orno.. 3. Understanding problems Understanding problems refers to some problems used to understand customer information. When getting to know the information person, it should be noted that some customers will be more disgusted to ask this question. For example, when did you buy it, when did you issue the invoice, what was the title of the invoice at that time, and who received it at that time? Customers want to check their accounts. As a customer service staff, the purpose of asking these questions is to learn more information, which is very useful for customer service staff. But sometimes customers don't want to answer and are too lazy to answer. " I forgot ",this is what the customer will tell you. So when you ask questions about sex, you must explain the reasons-"Please show me your ID card because you need to register" and "Please enter your password because". . . . . ",this is called comprehensibility. 4. Clarifying the problem Clarifying the problem means correctly understanding what the customer said. Sometimes it's exaggerated-what kind of broken mobile phone are you selling? The call quality is so poor that you can't hear it clearly at all. There is a mobile phone shop in Beijing, Zhongfu Telecom, which often receives such calls. At this time, the customer service staff must first ask clear questions. Because at this time, you don't know how bad the customer said the quality was. At this time, you can ask: "What do you mean by poor call effect? Can you describe it in detail? What's the difference? " . Knowing the real reason of customer complaints and how serious the situation is is called clarification. 5. Asking questions Asking questions is the initial solution to inform customers of problems. "You see?" Questions like this are called advisory questions. When you tell the customer a preliminary solution, let the customer make a decision to show that the customer is "God". For example, customers complain about the quality of products. After listening to his complaints, you need to tell him a solution: "If it is convenient for you, you can bring your machine here, which may take some time. This is my solution. " For example, you promised to replace the customer, because it belongs to the return commitment period, so how can the customer service staff answer the customer at this time? When it is found that there is indeed a quality problem, the customer service staff will often say to the customer, "OK, I will change it for you. Few people say, "I returned it to you." Do you think so? " Or, "I returned it to you. Do you think this is okay? ".Why didn't he say the last sentence, because you knew the other party would definitely agree. Some customer service staff have to show that they are giving alms to customers at this time, so they ignore the practical problems to end your service to customers. 6. Service problem Service problem is also a very professional problem in customer service. When should this question be used? Generally speaking, it is used at the end of the customer service process. What is its function? This is called exceeding customer satisfaction. Do you think there is anything else I can do for you? I often hear this sentence when I go to a high-grade five-star hotel. People who are not trained generally don't say this sentence. The problem of service is to reflect whether the customer service of an enterprise is of high quality. For example, if you go to some low-grade three-star hotels, the front desk staff should help customers open the door. Opening the door, the customer service staff went in first. In a higher-class hotel, he will let customers go in first, unless they are baggage handlers. This is a high standard of customer service, which you can hardly enjoy in ordinary places. 7. Open questions Open questions are used to guide customers to tell the truth. For example, "can you tell me about the specific situation at that time? Can you recall the specific situation at that time? "You ask a word, customers will gush. This is an open question. 8. Closed questions Closed questions are the key retelling of the customer's questions and are used to end the questions. After the customer described the problem, you said, "Do you mean to replace the product again?" This is a closed question. Introspection: Please think about a recent customer service case that happened around you and made you feel very satisfied or dissatisfied. Through the application of Sun Tzu's Art of War in ancient and modern battlefields, we can find the universal laws contained in it, which may have extraordinary reference significance for the marketing strategies of small and medium-sized enterprises. Liu Bang lived in Hanzhong, but eventually defeated the overlord of Chu and unified the whole country. Temujin only had nine pairs of armor when he started his army, but eventually he unified Mongolia and swept Eurasia. Through these similar historical allusions, we can find the universal laws contained in them, which may have extraordinary reference significance for small and medium-sized enterprises that have no money to be terminals. The terminal strategy determines the success or failure of an enterprise. Like playing football, terminal sales are equal to the lack of doors. How to adopt an effective terminal strategy, make a strong attack from different angles according to the needs and defense lines of all kinds of consumers, and finally fly to the door and send the ball to the opponent's goal has become a hot issue of concern to all enterprises. After China's entry into WTO, the market competition is more intense, and the focus of competition is more and more focused on the market terminal. China's home appliance industry, as early as a few years ago, many enterprises built their sales network directly to retail terminals in order to dominate the rivers and lakes. Since then, many home appliance giants have begun to compete for terminals. Television and newspapers are overwhelming, posters, posters, shelves and display cabinets are overwhelmed, and promotion, public relations and cultural performances are in full swing. Other industries have followed suit. For some time, the competition between terminals has become extremely fierce in Ma Benteng. In this process, major enterprises have deep pockets and spend a lot of money. However, for many small and medium-sized enterprises, limited funds and strength make them worry about terminal construction and face a dilemma. How to remain invincible in the terminal competition with limited funds has become an important problem faced by small and medium-sized enterprises. Historically, under the situation of strong clouds, there are countless examples of the rise of weak forces. When Xiang Yu enfeoffed 18 princes, Liu Bang was the weakest, but in the end he defeated the overlord of Chu and unified the whole country. When Temujin started his army, there were only nine pairs of real armor, but in the end he unified Mongolia and then swept Eurasia. * * * The new-democratic revolution led by the Productive Party started with more than 50 people and finally completed the historical task of overthrowing the three mountains, which is a great miracle in Chinese and foreign history. There are profound reasons behind everything, and through these similar historical allusions, we can find the universal laws contained in them, which may have extraordinary reference significance for small and medium-sized enterprises that have no money to be terminals. Surrounding the city from the countryside-terminal access strategy for small and medium-sized enterprises When the regime was divided up by a group of heroes at the end of Yuan Dynasty, Zhu Yuanzhang, who had just taken over the Guo Zixing Department, was still unknown. At that time, there were brave soldiers in the north, ambitious Chen Youliang in the west, pirate Fang Guozhen in the east and Zhang Shicheng in the party. In this case, he accepted Zhu Sheng's tree-avoiding strategy of "building a high wall, accumulating grain, and being king slowly". Later, the great man Mao Zedong carried forward this strategy. During the new democratic revolution, Mao Zedong incisively analyzed the situation at that time. In the city, the main force of the Kuomintang is concentrated, and the strength of the production party is still very weak. If you forcibly attack the central city, you will inevitably fail; In the vast rural areas, the enemy's strength is relatively weak, and at the same time, we can develop our own strength in the rural areas. Therefore, it is the only way for China's revolution to adopt the strategy of encircling the city from the countryside and finally seizing the city. The strategy of "encircling the city from the countryside" is also applicable to small and medium-sized enterprises. With the increasingly prominent role of terminals, enterprises have strengthened their control over terminals and invested huge sums of money in them. At the same time, terminal stores directly facing consumers, such as shopping malls and supermarkets, also took the opportunity to make waves and demanded high entrance fees. Under the constraints of two aspects, the threshold for terminal entry is getting higher and higher. For small and medium-sized enterprises with poor financial strength, large-scale publicity, promotion, price reduction and return will push them to the wall. Using traditional methods to make terminals cannot stand on the market, so we must find another way. In this case, many people of insight in the industry put forward the strategy of channel inversion. "Reverse channel" has now become an important marketing tool for small and medium-sized enterprises to enter the market. The biggest problem faced by small and medium-sized enterprises is not the rejection of products by end consumers, but the interest alliance formed by their competitors and distributors. They tried their best to exclude unknown products in order to continue to gain vested interests. In the case of insufficient funds, small and medium-sized enterprises can't "play the central city" like big brands, and go deep into the market from upstream channels to downstream channels, but should first do the terminal market. From "rural" to "urban", we should start with the tertiary market first, and then gradually attack the key markets after we have certain strength. In fact, many domestic enterprises started from rural and small town markets before entering key cities. Practice has proved that they have achieved unprecedented success. The biggest feature of "reverse channel" is that it is directly sold to end consumers and end dealers who are not traditionally valued. They are not winners of vested interests. They are more likely to identify with small brands, have high enthusiasm for distribution, and have low "market access" conditions, which can save huge expenses. This bypasses the big dealers and reduces the intermediate links. For some products with wide coverage and high consumption frequency, we have to rely on the distribution network of large wholesalers in the end. Their market position and role can not be ignored. The purpose of channel backtracking is to attract the attention of higher-level dealers, gain the negotiating position with dealers, obtain lower "market access" conditions, and enhance the confidence of dealers in small brands. So as to finally occupy a broader terminal market. The strategy of encircling the cities from the countryside enabled the China * * * production party not only to survive in the situation of disparity between the enemy and the enemy, but also led the people to win the final victory of the revolution. I believe that the strategy of inverted terminal channels can also enable small and medium-sized enterprises to survive and develop continuously in the fierce competition. Three elements of sales call 1, your goal 2, the "story" prepared to achieve the goal 3, the tools needed for the call 2, the basic structure of sales call Finding customers-preparation before the call-contact stage-inquiry stage-listening stage-presentation stage-handling objections-ending (conclusion). 2. Archives construction: commercial considerations: whether (1) can meet the requirements of GSP; (2) business reputation evaluation; (3) whether the operator's thinking is open; (4) Channel coverage. 3, screening customers: (1) firmly grasp the 80/20 rule; (2) Choose the most suitable customers for the enterprise. (2) Preparation before the visit A. The customer analyzes the customer file (basic situation, department and rank), purchase/use/visit records such as visiting a doctor: knowing his prescription habits such as visiting a salesperson: knowing his recommendation habits and his own understanding of this kind of knowledge B. Setting the visit goal (SMART)S- concrete (concrete) m- measurable (measurable) A- achievement (measurable) Kloc-0/H) D, information preparation and "selling stories" e, dress and psychological work preparation b, psychological preparation Familiarize yourself with the company, prepare to fully familiarize yourself with the product situation, have clear goals, make plans, understand the customer situation, cultivate a high degree of enterprise, understand the market situation, cultivate perseverance, cultivate a high degree of self-confidence and cultivate a high degree of discipline. Murphy's law may go wrong. Things always fall out of reach, cakes always fall on the ground, and there is cream next to them. Some things are always getting worse and worse. In the sales call, be clear about who you visited. Doctors, pharmacists, commercial and administrative officials, retail pharmacies 1, and the purpose of visiting doctors (1) to introduce products; (2) Understand the competitive products; (3) establishing friendship (4) expanding the number of prescriptions; (5) contact pharmacy (6) clinical trials; (7) After-sales service 2. Self-confidence (1); (2) product knowledge; (3) sales skills; (4) tools; (5) Plan and Purpose 3. The purpose of visiting the owner of hospital pharmacy/retail pharmacy (1) to introduce the products; (2) buying goods; (3) check the inventory; (4) Digesting inventory; (5) dredge the relationship/channel; (6) Competitive varieties 4. Visit business purpose (1) to get to know the company; (2) Contribute to (3) commodities; ) check the inventory; (4) dunning; (5) competing products; (6) after-sales service (7) maintaining friendship (; 8) Agreement 5. The purpose of visiting the salespersons in retail pharmacies (1) is to understand the marketing situation; (2) Understand the promotion methods of competitors; (3) inventory; (4) Handling objections (5) Training product knowledge and sales skills; (6) cash rewards or commissions; (7) Delivery of terminal publicity materials (8) Communication of feelings and enhancement of friendship. 6. Visit customers (1) and make a visit plan; (2) Make good use of visiting time and place to improve visiting efficiency; (3) Make good use of the opening remarks and leave a good impression. (4) Be good at grasping the opportunity of revisiting. (3) Contact stage A. The opening remarks are easy to understand, concise, innovative, less repetitive, less "I" and more "you". Clever choice of greetings is very important for your company. B, the way to cut to the chase, praise, curiosity, enthusiasm (greeting), request. Pay attention to point A in the contact stage and cherish the first 6 seconds: the average person will have a preliminary impression within 6 seconds of meeting for the first time. B, the application of eyes: understand the etiquette of eyes and pay attention to the focus of eyes. C, make a good start, be harmonious and positive, create a theme, enter the demand, and have enough time. D. possible difficulties. (4) What is inquiry in inquiry stage? Ask each other questions. Exercise 1. How will you solve it when you meet a customer for the first time? 2. Each person lists three different forms of opening remarks? 3. Everyone lists three different types of questions? The purpose of inquiry: A, collecting information B, discovering requirements C, controlling access D, promoting participation E and improving communication. Type of question-Yes/No (Yes, yes, ok, ok? ) open-ended questions-open-ended questions (5W, 2H) questions-hypothetical questions (you mean-if-) open-ended question sentence patterns (5W, 2H) What is WHO, how to get there, where, when and why, restrictive question sentence patterns hypothetical question sentence patterns, right? What do you mean? Right? If-right? May I? Open-ended Questions Open-ended Questions Timing: When you want customers to speak freely, when you want customers to provide you with useful information, when you want to change the subject, you have enough information. Advantages: Leading the negotiation without the customer's knowledge. Customers think they are the protagonists in the negotiation. Disadvantages: it takes a lot of time and requires customers to talk more. There is the possibility of losing the topic. Limit the time for asking questions: When the customer is unwilling to provide you with useful information, you can get key steps when you want to change the subject. Benefits: get a clear point quickly and determine the other person's thoughts. Disadvantages: less information, more questions, and a "negative" atmosphere, which is convenient for uncooperative customers to ask hypothetical questions: when you want to clarify customers' real thoughts, when you want to help customers explain their meanings, the advantages are: you can clarify customers' real thoughts and explain their meanings accurately. Euphemism is politeness, but its disadvantage is that it has personal subjective consciousness. (5) In the exhibition stage 1, the customer needs are clear; State the purpose of the visit. Introduce FFAB professionally to meet customers' needs. FFAB is actually: characteristics: characteristics of products or solutions; Function: the function brought by characteristics; Advantages: the advantages of these functions; Benefits: the benefits brought by these advantages; Before introducing FFAB, we should analyze the proportion of customer demand, sort the sales priorities of products, and then expand FFAB. When launching FFAB, you should simply state the features and functions of the product, avoid using difficult terms, and summarize the advantages that are beneficial to customers by citing its advantages and general interests that customers can accept. Here, marketers should remember that customers always buy because the products and services you provide can bring them benefits, not because they are interested in your products and services; (6) Handling objections 1. What is the customer's objection? 2. What is behind the objection? 3. Handle objections in time? 4. Turn customers into "people": grasp human nature, grasp needs and handle objections; face customer questions and make good use of addition, subtraction, multiplication and division. A. When the customer raises an objection, seek common ground while reserving differences by subtraction; B. When summing up in front of the customer, add up the content that the customer does not fully approve; C. When customers bargain, division should be used to emphasize the unit profit of products left to customers; D. When marketers do their own cost analysis, they should use multiplication to calculate how much room they have left for themselves; (7) clinch a deal (clinch a deal) stage 1, strike while the iron is hot 2, use more restrictive question 3, timely convert the intention into contract 4, confirm the necessary terms: require commitment and close business relationship 1, and re-examine the interests of customers; 2. Put forward the next plan; 3. Ask whether to accept it; When the marketer completes the above three procedures, he will describe his vision when buying products or services for customers, and finally stimulate the desire of prospective customers to buy; Once you inadvertently capture the following information of the customer: the customer's facial expression: 1, nod frequently; 2. Calm gaze; 3. Abnormal changes; Customer's body language: 1, lean forward; 2. Turn from a closed sitting position to an open sitting position; 3. take notes; Customer's tone and words: this idea is not bad, and so on ............................................................................................................................................................ 3 communication and friendship; 4. Welfare cash; 5. Get the next order

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