How to conduct telemarketing (sales of hotel VIP cards)?

How to make a good sales call? Telemarketing skills

Preparation before the call: Preparation before the sales call is like the foundation of a building. If the foundation is not solid, the building will collapse soon. The result of communicating with customers on the phone has a lot to do with the preparation before the sales call. Even if you have strong communication skills, if the preparation is not done well, you will not be able to achieve the expected best results. Preparation work before making a sales call includes the following aspects:

1. Clarify the purpose of calling the customer: Be sure to be clear about the purpose of calling the customer. Is your goal to successfully sell a product or to build a long-lasting relationship with your customers? It must be clear. This will help achieve the purpose of making a phone call.

2. Clarify the goal of the call: What is the goal? The goal is what happens after the phone call ends. Purpose and goals are related. You must be clear about the purpose and goals of the call. These are two important aspects.

3. Questions that must be asked in order to achieve the goal: In order to achieve the goal, what information is needed and what questions are asked must be clarified before making a call. The purpose of telephone sales at the beginning is to obtain more information and understand the customer's needs. If you do not ask questions, you will obviously not be able to obtain the customer's information and needs. Therefore, the skill of asking questions in telephone sales is very important. The questions that need to be asked should be written down on paper before making a call.

4. Think about the questions that customers may ask and be prepared

When you call, customers will also ask you some questions. If you are not very clear about the question that the customer asks you, and you have to spend time looking for some information, the customer may hang up the phone for fear of wasting his time, which is not conducive to the establishment of a trusting relationship. So you need to know clearly what questions customers may ask, and you should know how to answer them in advance.

5. Imagine what may happen on the phone and be prepared: usually only 80 of 100 phone calls can be answered, and often only 50 of 80 phone calls can find relevant information. Different situations may arise every time you make a phone call. As a telesalesperson, you must be aware of what situations may arise at any time during a sales call and prepare corresponding countermeasures for different situations.

6. Preparation of required information: As mentioned above, if certain responses to customers require access to information, you may not have too much time. You have to be careful not to let customers wait on the phone for too long, so the information must be at hand so that it can be retrieved immediately when needed. And the various information prepared at hand should naturally be as comprehensive as possible.

Make a work help sheet of questions that customers may frequently ask. When customers ask these questions, you can quickly check the answers at any time. Another required information is the contact phone number list of relevant personnel, especially the contact number of colleagues. If you are not clear about the question asked by the customer, you can ask a technician among your colleagues to help answer the customer's question, forming a three-way call.

7. You must also be prepared in terms of attitude: your attitude must be positive. Telemarketers make a lot of calls every day, and they often encounter a lot of rejections every day, so they can easily become mentally tired. Under the influence of this fatigue, their attitude may be involuntarily changed when making phone calls. Not very positive and enthusiastic. : Some telephone sales representatives will be extremely nervous every time they make a call to an important customer, worried that the customer has chosen another company and will no longer cooperate with them. However, the actual situation is often not what he imagined. Instead, his nervousness may have a negative impact. So it is very important to have a positive attitude. : Another important point in attitude preparation is that you must work hard to cultivate yourself to always send out a friendly smile at the right time when talking to customers on the phone. This point will be introduced in detail below when we talk about the appeal of voice in communication.

After the preparations have been made, the next thing to do is to call your customer.

There's a detail to calling customers: How do I get past the front desk? Many companies will have front desks, secretaries, etc. Only through them can they contact target customers. If your target customers are accurately positioned and your preparations are complete, this should not be an obstacle for you.

If you find the relevant person in charge, you need to have an opening statement. There are five elements in the opening statement that are critical:

1. Self-introduction

Self-introduction is very important. For example, when the phone is connected, you say: "Hello, I am so-and-so from the sales training institution." You must warmly express friendly greetings and introduce yourself in the opening remarks. This is the first factor in the opening remarks. : Introduce yourself.

2. Description of relevant people or things

If there are relevant people or things, give a concise and concise explanation of the relevant people or things, which is equivalent to building a relationship with A bridge of customer communication. If you jump right into the topic, it will be very abrupt and not conducive to building a harmonious relationship. So it is best to have a description of the relevant person or thing.

3. Introduce the purpose of the phone call

The next step is to introduce the purpose of the phone call. When describing the purpose of the call, it's important to highlight the benefits to the customer. In your opening statement, let the customer truly feel what your value is to them.

Example

“A few days ago, Mr. Chen and I discussed the issue of improving the performance of telemarketers. He mentioned that you are also very professional in telemarketing. He suggested that I must contact you, so I called you today mainly because you, as the head of the telephone sales team, must be very interested in improving the performance of telephone sales personnel."

You can see from this conversation that there are two ways to attract the other party in this conversation:

① "You are also very professional in telemarketing", which is to praise the other party. , the other party will definitely accept you easily after hearing this;

② "I am calling you mainly because you are very interested in improving the performance of your telemarketers." In this regard, Anyone above 90 will be interested, so he will immediately realize your value to him, so he will naturally be happy to communicate with you.

4. Confirm the feasibility of the other party’s time

You may need to spend 5 to 10 minutes to communicate with the customer. At this time, you should politely ask the other party to call now. Is the phone convenient? Of course, this sentence may not apply to everyone, and you don’t have to say it to everyone. If you feel that this call may take up more of the customer's time, and you feel that the other person may have a very strong sense of time, in this case you should politely and enthusiastically ask for the other person's opinion.

5. Turn to inquiring about needs: If you are trying to build a relationship and explore his needs, be sure to end the call by asking questions to find the topics that the other party is interested in, and the customer will be happy to talk about them. Your own ideas and opening remarks will proceed very easily and smoothly. At the same time, it should also be noted that when calling a customer, you must have a relatively complete understanding of all aspects of the customer.

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