Telemarketing speech

Telephone sales skills and vocabulary Telephone is an indispensable tool in today's business activities. The following are the telemarketing words I compiled for your reference, hoping to help friends in need.

Opening remarks of telemarketing speech:

1. Who am I and what company do I represent?

2. What's the purpose of my calling the customer?

3. What's the use of our products for customers?

Opening remarks of telemarketing: direct opening method

Shop assistant: Hello, Miss Zhu/Sir? I'm a consultant of a company, so-and-so interrupts your work/rest. Our company does micro-marketing. Now is the era of micro-marketing, and everyone is engaged in micro-marketing. When do you think I will visit you? I believe that taking up a little of your time will bring great benefits and profits to your company.

Customers can also answer: I am busy, or in a meeting, or refuse for other reasons.

The salesman must interface immediately: I'll call you back in an hour, thank you for your support. Then, the salesman should take the initiative to hang up!

When you make a phone call an hour later, you must create a familiar atmosphere and shorten the sense of distance: Miss Zhu/Mr. Hello, my name is Li. You call me in 1 hour ...)

Telemarketing speech prologue 2: the opening method of similar excuses

For example:

Shop assistant: Miss Zhu/Mr Zhu, I am a consultant of XXX, XXX company. We haven't met before, but can I talk to you for a moment?

Guest Zhu: Yes, what is it?

Customers can also answer: I am busy, or in a meeting, or refuse for other reasons.

The salesman must answer immediately: I'll call you back in an hour, thank you. Then, the salesman should take the initiative to hang up!

When you make a phone call an hour later, you must create a familiar atmosphere and shorten the sense of distance: Miss Zhu/Mr. Hello, my name is Li. You call me in 1 hour ...)

Telemarketing prologue: introduction by others

Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a consultant of a company. Your good friend Wang Hua is a loyal user of our company. He suggested that I call you. He thinks our products also meet your needs.

Guest Zhu:? Why don't I listen to him?

Shop assistant: Really? I'm really sorry. I guess Mr. Wang hasn't come recently for other reasons. Let me introduce him to you. Look, I'm in a hurry to make a phone call.

Guest Zhu: It doesn't matter.

Shop assistant: I'm sorry about that. Let me give you a brief introduction of our products. ...

Opening remarks of telemarketing speech 4: self-reported opening remarks

Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a consultant of a company. However, this is a sales call. I don't think you will hang up right away!

Customer Zhu: Selling products, cheating. I hate salesmen!

Customers may also answer: What products are you going to promote?

If so, you can directly intervene in the product introduction stage)

Salesman: Then I really have to be careful not to let you add another annoying person, hehe.

Guest Zhu: Hehe, the young man is very humorous. What products are you going to sell? Tell me about it.

Salesman: Well, the marketing team of our company is doing a market survey on xxx recently. What do you think of our products?

Telemarketing speech prologue 5: Deliberately picking faults with the prologue method.

Shop assistant: Hello, Miss Zhu/Mr Zhu. I'm Li Ming, a consultant of a company. How have you been recently? Do you still remember me

Guest Zhu: Fine, and you? !

Shop assistant: Well, our company mainly produces xx products. You called us to buy it six months ago. I'm calling you this time to ask if you have any valuable opinions and suggestions on our products.

Guest Zhu: You have the wrong number. I didn't use your products.

Shop assistant: No way. Is it because my client's return visit file records are wrong? Excuse me, but may I ask what brand you are currently using?

Guest Zhu: I use XX brand beauty products. ...

Opening remarks of telemarketing speech 6: Pretending to be familiar with the opening remarks.

Shop assistant: Hello, Miss Zhu/Mr Zhu. I'm Li Ming, a consultant of a company. How have you been recently?

Guest Zhu: OK. Who are you?

Shop assistant: No way, Miss Zhu/Mr Zhu, you are forgetful. I'm Li Ming. You should pay attention to your health when you are under pressure at work. Well, everyone is doing micro-marketing now, and the effect is good. We have just successfully done several cases recently. I wonder if you are interested? I will visit you when you have time to explain how micro-marketing can benefit your company.

Guest Zhu: No time.

Shop assistant: Miss Zhu/Sir, I'm really sorry! May I introduce our products to you and provide some services?

Guest Zhu: It seems that you care about users. Please introduce yourself.

Opening remarks of telemarketing speech 7: herd mentality opening remarks

Shop assistant: Hello, Miss Zhu/Mr. Zhu, I'm Li Ming, a consultant of a company. Our company is micro-marketing. The reason why I call you is that our products have successfully helped many people and achieved rapid benefits. I want to ask when you have time. I came to visit you. ...

Opening remarks of telemarketing speech 8: Clever use of Dongfeng to open the speech

Shop assistant: Hello, is this Miss Zhu/Mr Zhu?

Guest Zhu: Yes, what is it?

Shop assistant: Hello, Miss Zhu/Mr Zhu, I'm Li Ming, a consultant of a company. I don't want to call you today, but as far as I know, some competitors of your company have started to do micro-marketing, and they have achieved great benefits. I'm calling your company today mainly to see if I can help your company in the field of micro-marketing.

Guest Zhu: No.

Shop assistant: That's all right. Micro-marketing can really bring great help to the company. I think Miss Zhu/Mr Zhu must be very interested! When do you think you will have time? I will call on you and explain it to you. Then you will make a decision. I believe your time is worthwhile.

Guest Zhu: Tell me about it!

Three tips for the first call:

Sales secret 1: Let the customer say yes, and don't give the customer a chance to refuse.

You can mention your product in the first phone call, but don't ask the customer if he needs your product, because the customer is very wary of you in the first phone call. As long as you ask him if he wants it, he will probably answer no at once and then hang up.

You can ask customers some questions with positive answers, and salor will ask me: Has Internet e-commerce developed rapidly in recent years? Of course my answer is yes, that's all.

Sales tip 2: At the end of the call, you must find a reason for your next call so that the next call can go smoothly. Every time you increase communication, the chances of closing a deal will increase.

Sales tip 3: When leaving the customer's mobile phone number, make sure that the other party has a record, so that if the customer really needs it, it can ensure a smooth contact with you.

After Salor left me her phone number, she asked me to give her phone number again. Most people just write it down or perfunctory. When she asks, the customer must remember the number.

Follow-up the next day (already laid on the first day):

Five skills used in the next day's sales:

Sales secret four: true lies, which is the core and the most core part of the sales process.

What is a true lie? The real lie is the fact that you can associate with a certain enterprise, but the fact that you associate with it is not a fact.

For example, an advertisement can say that 90% people are satisfied with this product. In fact, he may have only investigated 10 people, and nine people didn't say that the product was not good. Did this businessman lie? No, but what will we understand when we hear this?

Sales secret five: avoid reality and be empty.

When your client asks some fatal questions, you can avoid his topic and say something that seems relevant. Many people can't react.

Sales secret six: create an atmosphere of scarce products and let your customers cherish opportunities.

You must not let your customer feel that this product is available anytime and anywhere. You must make him feel that this product is scarce. The quantity is limited.

Sales secret seven: win the understanding and sympathy of customers

When the customer puts forward some conditions that are not conducive to sales, let the customer know that it is difficult for you to do so, which will cause you losses or injuries.

Sales Skill 8: Let the customer feel that this result is hard to come by and it is difficult for him to achieve his goal, then he will cherish it and finally clinch a deal.

During the whole process, salor emphasized that this is probably impossible to win, and of course it was "thrilling" in the end.

Sales secret nine: euphemistically urge customers to pay, and it is useless not to pay. But direct dunning may be unpleasant.

See how salor does it: After remittance, fax the remittance slip to her to prove the remittance. She called me and asked me, Hello, Mr. Jiang, we just received a money order here, which shows your area code. Is this money order yours?

Did she really receive this money order?

Telemarketing taboo

1, don't put it on speaker.

2. Don't answer the phone lying down or in an indecent posture.

3. Don't answer the phone while eating.

4. Don't let the phone ring for a long time before answering the phone (if the phone rings twice, answer it; You should apologize if it rings for too long.

5. Don't talk about specific business (the phone is only used to make an appointment).

6. Don't ruin your phone credit (be sure to call on time).

7. Don't ask, "Are you the owner of xx Community?" "Do you have a house in xx community?"

8. Don't ask, "Did you fix your home decoration?"

9. Don't ask "What do you think?"

10, don't say "nothing" (say goodbye)

Bottom line: telemarketing in the decoration industry is indeed a challenging job, but earning tens of thousands a month is not a problem. The home improvement industry has developed rapidly in recent years with great profits, which is suitable for salespeople who want to make big money.

Six classic opening sentences of telemarketing speech

1, help

Telephone salesperson: Hello, Manager Li, I'm from XX Company, and I want to trouble you with something! Or there is something I want to ask you for help!

Guest: Go ahead!

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

2, the third party introduction method

Telesalesman: Hello, is this Manager Li?

Guest: Yes.

Telesalesman: I'm a friend of XX. My name is XX. 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, XXX and I are both friends and customers. 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 he asked me to call you today.

After the transition through the "bridge" of the "third party", it is easier to open the topic. Because of the "friend introduction" relationship, it will virtually relieve the customer's sense of insecurity and vigilance, and it is easy to establish a trust relationship with customers. However, if the skills are not used properly, it will easily lead to the following results:

3. Cattle effect method

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 produces the so-called "herd effect method", that is, by proposing that "several large companies belonging to the same industry as the other company" have taken some actions, so as to guide the other party to take the same action.

Hello, Mr. Wang, this is XX from XX Company. We specialize in telemarketing training. I'm calling you because many domestic IT companies, such as Dell, UFIDA and Kingdee, sell their products through telemarketing. I'd like to ask if your company uses telemarketing when selling products. ……

When telemarketers introduce their products, they will tell customers that the top companies in the same industry are using their products, and then the "herd effect" will come into play. Through the use of their own products by the first few large enterprises in the same industry to stimulate customers' desire to buy.

4, stimulate 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.

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 the title of "the greatest life insurance salesman" by Oxford University. On one occasion, he called Mr. Qiang Sen, a professor at Columbia University, and his opening remarks were as follows:

John. Savage: "The philosopher Bacon once had a quip for a scholar. In using 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.

5. Use the "Dongfeng" method skillfully

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. If telemarketers can keenly find the "east wind" around them and borrow it, they can often play the role of "four or two".

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 can give you the opportunity to enjoy discounts whether staying in a hotel or flying in the future. This card was jointly launched by Sichuan Airlines and G Company, and issued by G Company. What is the detailed address of Manager Li? We will send it to you as soon as possible.

Client: Chengdu, Sichuan Province ...

6. Old customers pay a return visit

Old customers are like old friends. They will have a very cordial feeling when they say it, and the other party will basically not refuse.

Telesalesman: Hello, Mr. Wang, this is Xiao Shu from G Travel Company. You booked a hotel with our membership card six months ago. Today, I am calling to thank you for your consistent support for our work. Besides, I want to trouble Mr. Wang. According to our system, you haven't used it in the last three months. I would like to ask, is the card lost or what aspects of our service are not in place?

Manager Wang: I accidentally lost it last time.

Anyone engaged in sales knows that it takes three times more time to develop a new customer than to maintain an old one.

According to the survey results of authoritative survey institutions, under normal circumstances, the customer churn rate will be around 30%. In order to reduce the customer churn rate, it is necessary to establish a relationship with customers through frequent return visits, thus causing customers' desire to buy again.

Under normal circumstances, telemarketers can cross-sell when they pay a return visit to customers, and introduce more products to customers for their choice. Telephone salesmen should pay attention to the following points when visiting customers:

1. First of all, we should thank our old customers when we pay a return visit.

2. Consult old customers about the effect after using the product;

3. Ask the old customers why they didn't use the products again;

4. If there is anything unpleasant in the last transaction, you must apologize;

5. Ask old customers to give some advice.

It has been mentioned that "stimulating interest" is a widely used method. In addition to the methods mentioned above, there are some methods:

(1) Mention what the other person is most concerned about now.

"Hello, Mr. Li, I heard from your colleague that your biggest headache at present is that it is difficult for the company to recruit suitable people now, right?"

2 praise each other.

"Colleagues said you should be called. You are an expert in this field."

"I believe that your company's rapid development is inseparable from your personality charm."

(3) mention his competitors.

"We just cooperated with XX Company (the competitor of the target customer), and they thought our service was very good, so I decided to give you a call today."

(4) causing his worry and anxiety.

"Customers keep mentioning that the company's sales staff are easy to lose, which is really worrying."

"Many customers have mentioned that their customer service staff often receive some harassing calls, which are difficult to handle. How does Wang always handle this kind of thing? "

⑤ Mention the letter you sent.

"I sent you an important letter/email the other day ..."

"I sent you a letter, I'm sure you must have read it! ……"

⑥ bestseller

"Our product has just been launched for one month, and 10000 customers have registered ..."

"Many customers take the initiative to call me to go through the formalities ..."

⑦ Use specific numbers.

"If our service can improve your sales performance by 30%, you will be interested, right?"

"If our service can save your company 200,000 yuan every year, I believe you will be interested, won't you?