Skills of Calling Old Customers by Phone (2)

B, I don't have time now. I can make an appointment for the next call.

C. If you don't want to talk, you should end the conversation politely.

Article 10 Telephone language and method of customers who communicate face to face first:

1, hello, this is * *, sorry to bother you, * * (time and place) We have communicated with * *, I wonder what you think of * * now?

2, according to the customer attitude, further communication, according to the above situation.

Telephone call back to old customers skills [2]

It is also a "double festival", which is not only a good season for merchants to promote sales, but also a good opportunity for merchants to communicate their feelings with customers. Calling back is one of the most common and important ways to communicate with customers. It has become a magic weapon for many excellent salespeople with the advantages of convenience, quickness, time saving and low cost. There are skills in returning calls.

The content of the phone call back.

Greet customers on New Year's Day, Spring Festival, Tomb-Sweeping Day, May Day, Dragon Boat Festival, Mid-Autumn Festival, National Day and other holidays, or on customers' birthdays and major festivals of the customer company.

Understand the customer's views on hotel products, as well as the time and feelings of the latest consumption.

Understand whether customers have new demands in the near future, so as to find new sales opportunities.

Promote new products to customers and create resale opportunities.

Telephone return visit skills

Choose a good beginning to make a first impression on the guests. Before you pick up the phone, you should adjust your mood in advance as you do when you go on stage to ensure that the phone number is accurate. Dialing the wrong number will directly affect your mood next time. Please check what you need to access again to make sure.

Sentences and contents should be smooth and coherent, the address of guests should be accurate and appropriate, and the feelings conveyed to customers should be full of enthusiasm and concern. It is necessary to choose the return visit time in a targeted manner, avoiding the time when customers rest and business is busy.

Pay attention to the quality of your speech. Pronunciation strives to be clear and beautiful, pleasing to the ear, giving customers a pleasing feeling and enabling customers to listen happily. To make the sound clear, cold and vague sounds often make customers lose patience. Keep the distance between the mouth and the microphone. Generally speaking, 10 cm is appropriate, and people with low voices can be less than 10 cm, otherwise it should be greater than 10 cm. People who are used to talking loudly should consciously reduce the volume. People who are used to whispering, don't talk loudly, stay as close to the microphone as possible, and don't talk to each other like shouting. Similarly, don't make a phone call in a particularly low voice unless you say something secret.

Speak as slowly as possible, with a gentle tone, and pay attention to tone and rhythm. Without cadence, customers will feel cold.

Learn to listen, listen more and talk less, let customers talk more, respond to customers in a timely and enthusiastic manner, and let customers feel that you are listening attentively.

Pay attention to concise language, and don't take up too much time of customers, so as not to cause resentment.

If I am not here, I should ask my family and keep the same respect and courtesy.

There must be greetings at the end, such as wishing you a happy holiday.

Record the content of the return visit in time and summarize and improve it.

Coping with common situations

"hardcore" customers. Customers who have a positive attitude towards the hotel's dishes and services, customers who often consume in the hotel and actively sell to the people around them, should increase the information transmission of new hotel products and activities on the basis of polite greetings to promote sales. "Migratory birds" customers. Have a certain spending power, but don't spend in a fixed hotel. When communicating with such customers, we should focus on making them feel that the hotel attaches importance to them, impress them with true feelings, increase their consumption intention, and make them loyal customers of the hotel.

"Durian" customers. Customers who disagree with hotel products for various reasons but have great consumption potential. This kind of customer base should be paid more attention to. Because negative information will often have a greater negative impact on the reputation of the hotel. Rejection is the beginning of acceptance. As long as we patiently find out the reasons and prescribe the right medicine, customers will feel that the hotel pays enough attention to their opinions and has been trying to improve its services and products. Most customers will change their attitude and may even become loyal customers of the hotel.

Telephone call back to old customers skills [3]

The voice is soft and natural

1. You have to identify yourself first: "Hello! I'm here to bother you ... "Eliminate the distrust of customers.

You should be polite: May I bother you for a while?

3. Because you ordered the vegetable delivery service of our company before, you recently suspended this service (depending on when the customer canceled). I wonder what caused you to suspend this service?

4. Understand the reasons why customers cancel this service, explain the advantages of the company, and weaken the reasons why customers care about giving up ordering. At this time, you can introduce many new dishes by the way, and you can also greet each other, no matter whether the other person lives alone or takes care of the children. If you are an old man, it may be better to call your uncle and aunt; Ask each other what vegetables they like to eat, and what children and lovers like to eat. Anyway, it is a set of relationships, and then you can say what vegetables are good for what diseases (don't talk nonsense about this, you can prepare a document yourself first, and probably know what vegetables are good for what). I think the original intention of your boss is to save the lost customers, or it can be said that delivery is convenient and fast. If the old man says that the children are not at ease and the transportation is inconvenient, the young man says. Finally, I'd like to ask if you have ordered our vegetable takeout before. This must be in consideration of our company ... do you think you have any plans to continue ordering?