The prologue of telemarketing

Opening remarks of telemarketing speech

Usually, there are several situations that will make customers reject you. The first said I was in a meeting, and the second said I'm sorry, I don't need it. In the first case, we should correct our mentality. For example, the client is really in a meeting. We had an appointment, but I really didn't refuse you. Our business friends are waiting. Then I was on the road, really unable to speak. Our salespeople face many rejections every day. Don't feel this way. It is not convenient to make an appointment for the next call, so in this case, we will make an appointment for the next time, and the opening remarks will change next time. We will be old friends when we make the second call. I just called, so I'm like an old friend. That's much better.

The second aspect is that I don't need it. Let's think about it. The first possibility must have room for my opening remarks. If a person refuses you, he must be uncomfortable and unhappy. Otherwise, he will say, I'll think about it, and we'll discuss it another day. You must think that there is still room for the opening remarks, and you have not hit the customer's advantage. You should go back to the topic and tell them the advantages of the product. People who are good at communication say that you turned me down before you said my product. After talking to me, he thinks this product is very suitable for him. You can give some examples to dispel his refusal.

You satisfied his refusal and then pulled it over. Many people feel very helpful after chatting and throw another advantage in time. Your product advantage is definitely not one, there will be at least three. You prepare in advance, and your second advantage may hit him. You have to find his consumption point before you can buy your product. If you can't find his consumption point, you won't pay.

So try to talk about the first advantage and see if you can find the weakness of his consumption. At this time, you feel that your sales have taken another step forward. When we talk about the advantages of a product, let's see if we hit the customer's needs. How do we know whether the customer has met the demand? Definitely not the third advantage, it will definitely be annoying. If he keeps talking about advantages, he will say goodbye and hang up. Let's talk about an advantage and then ask the customer how they feel.

Customers already want to know about our products. The purpose of our opening remarks is to attract the products he wants to buy. When he wants to buy our products, the prologue is over, and it goes to the later process.

First of all, let's make an understanding of the content. Generally speaking, the opening remarks of telemarketing include:

1. Confirm the customer information (i.e. verify the other party's name and other relevant contents).

2. Introduce the company and yourself.

3. Explain the reason for calling

Secondly, in the communication with customers, the text content accounts for 15%, the voice accounts for 55%, and the mental outlook, facial expressions and body movements account for 30%. Telemarketing is a kind of information transmission and emotional transmission. Information: products, companies, themselves and customers; Emotion: Emotion about customer service and work.

At present, the prologue of telemarketing is to introduce how to make a phone call when you know the information of key customers. In fact, many times the information of many customers is incomplete. We only know that this company is our target customer, but we don't have any information about relevant people. What should we do at this time?

So I divide the opening remarks of telemarketing into two kinds: knowing the relevant information of customers and not knowing the relevant information of customers.

First, understand the information of relevant customers.

& ltI > How to ask for help

Telesalesman: Hello, Manager Li, who's calling? ,? From the company, I want to trouble you with something! Or there is something I want to ask you for help!

Guest: Be my guest!

Under normal circumstances, when asking for help from the other party at first, the other party is embarrassed to flatly refuse. The telemarketer will have a 100% chance to continue talking to the operator.

< Second > Third Party Introduction Method

Telesalesman: Hello, is this Manager Li?

Guest: Yes.

Telesalesman: Who am I? My friend, what's my name? He introduced me to you. We just got a call the other day. On the phone, he said that you are a very amiable person, and he has always appreciated your talent. Before calling you, he must tell me to say hello.

Guest: You're welcome.

Telesalesman: Actually, me and? It is both a friend relationship and a customer relationship. After he used our products a year ago, the company's performance improved by 20%. After verifying the effect, his first thought was you, so let me call you today.

Pass? Third party? This? Bridge? After the transition, it is easier to open the topic. Because there is? Friend introduction? With this relationship, the customer's insecurity and vigilance will be lifted invisibly, and it is easy to establish a trust relationship with customers.

< Third > Integrated Psychological Methods

On the prairie, when herds of cattle run forward together, they must run in one direction regularly, not in all directions. Applying this phenomenon in nature to human market behavior has produced the so-called? Cow effect method? It can also be called conformity psychology, which means by proposing? How many big companies belong to the same industry as the other company? A method by which an action has been taken to induce the other party to take the same action.

Telesalesman: Hello, Mr. Wang, who's calling, please? Company? We specialize in selling * * products. I'm calling you because * * Company (a well-known enterprise in the industry) is currently using our products. Which brand of products does your company use?

When telemarketers introduce their products, they will tell customers that the top companies in the same industry are using their products. At this time? Cattle effect? Come in. Through the use of their own products by the first few large enterprises in the same industry to stimulate customers' desire to buy.

< Fourth > Stimulating Interest Method

This method is most commonly used in opening remarks, and it is also convenient and natural to use. There are many ways to arouse each other's interest. As long as you observe and explore carefully, the starting point of the topic is easy to find. See the following case for details.

Such as: John? Sha Weiqi is a lifelong member of the American Million Round Table Association and the author of the best-selling book Highly Sensitive Marketing. He was awarded by Oxford University? The greatest life insurance salesman? Title. On one occasion, he called Mr. Qiang Sen, a professor at Columbia University, and his opening remarks were as follows:

John? Sha Weiqi:? The philosopher Bacon once made a quip to scholars. In the use of materials, he compared scholars to three kinds of animals.

The first kind of people are like spiders, whose research materials are not found from the outside, but spit out from their stomachs. This kind of person is called a spider-like scholar;

The second kind of person is like an ant, accumulating materials but not using them. This kind of person is called an ant-like scholar.

The third kind of people, like bees, collect the essence of flowers and brew them carefully. This kind of person is called a bee scholar.

Professor, according to Bacon's metaphor, what kind of scholar do you think you belong to?

This question made Tan Xing thick and eventually became very good friends.

& ltv >, borrow it skillfully? Dongfeng? law

During the Three Kingdoms period, Zhuge Liang was able to burn hundreds of thousands of Cao Cao's troops in Battle of Red Cliffs with the help of the east wind. What if telemarketers can be sensitive to people around them? Dongfeng? And by borrowing it, you can often play? Four pounds? Effect.

For example, Bing Bing is a telemarketer of G, a large domestic travel company. Her job is to recommend tourist service cards to customers. If customers use this card to get stuck in hotels and fly, they can get a discount. This card is free, and her task is to make customers fully realize what benefits this card can bring to each other, and then use it, so as to generate performance. It happens that she has the customer information of Chengdu Airport. Let's see how she gets to the point.

Telesalesman: Hello, is this Manager Li?

Guest: Yes, what is it?

Telesalesman: Hello, Manager Li, this is the customer service department of Sichuan Airlines. My name is Bingbing. The main reason for calling you today is to thank you for your support to Sichuan Airlines. Thank you!

Guest: Nothing!

Telesalesman: In order to thank the old customers for their support to our company, the company specially sent a gift to express its gratitude. This gift is a discount card, which allows you to enjoy discounts in future travel, whether staying in a hotel or flying. This card was jointly launched by Sichuan Airlines and G Company, and issued by G Company. Here, I would like to ask Manager Li your detailed address, and we will mail it to you as soon as possible.