Successful telemarketing cases?

Telemarketing is a very special job, and not all people who are eloquent can do it well. As a good telemarketer, she must have good psychological quality and good communication skills. The following are some representative cases carefully selected from my work and analyzed.

Case 1: Quick decision

Customer background: Mr. Yuan, A famous private entrepreneur in Nanjing.

Scenario description: This Mr. Yuan was my first customer after I engaged in telemarketing, and he was also the customer I won in one go on the first day of telemarketing, so I was very impressed. At that time, Mr. Yuan had a certain reputation in Nanjing, and now he is even more famous. I got his phone number from an insurance friend. I remember when I called him, His attitude is lukewarm. When I told him that I was calling him from the Hilton Nanjing Hotel, he immediately interrupted me. It's really strange that the young lady in the sales department of Jinling Hotel just left. Why did you call again? "I hurriedly asked him about the purpose of Jinling Hotel. He said that he had just signed a long-term agreement with Jinling Hotel, and that their company would have certain discounts for dining and booking there in the future. Then he asked me," Do you also want to sign an agreement with us? We don't need it. "At that time, I was flatly rejected by him before I could tell him our preferential policies. I was very unwilling and blurted out without thinking," Our hotel is not that complicated, as long as you get a membership card, all the problems will be solved. "At that time, he was very surprised, and seemed to have a sudden interest, so I told him about our hotel and all the preferential contents we could provide in the most concise language. After the introduction, I received training according to the requirements. He said, "Wait, you tell me first. How did you know my phone number? I used to go to Jinling Hotel, where people are familiar with me, but you are a newly opened hotel, how can you know my information? " We didn't learn this question during the training. It is said that women like to listen to sweet words. I feel that most men also like to be touted by others, so I just made up a reason to say, "Mr. Yuan, although we are a newly opened hotel, we are managed by the internationally renowned Hilton Hotel Management Group, so all the services are complete. We already know that you are a successful person in Nanjing business, so we have already obtained your information through legal channels. And it has been entered into the computer for filing. As long as you become our member, your personal data are filed in all Hilton hotel chains. You see how meticulous our service is, you might as well join our member. Do you think you will pay cash or check for this membership fee? " This time, it was his turn without thinking, and he casually said, "Isn't it 1888 yuan? I'll give you cash directly!" I was really excited to hear him say this. After all, it's the first customer. But I still calmly told him that we would send a staff member to go through the membership formalities for him within an hour. He hesitated a little and said, "Come quickly and don't be late!" The next thing went quite smoothly. Calculate that I talked with him for less than ten minutes. At the moment when he promised, I felt a sense of accomplishment at once. Before that, I couldn't imagine that a phone call could convince a person. At that time, I thought the job was amazing. Later, he introduced his assistant as my client. When I found that their company was very powerful, I dug up three or four customers in their company. One or two of them have become friends.

Case study: I think the main reasons why this customer can make me feel the joy of success are as follows: first, the customer items I choose are very suitable and have certain economic strength and spending power. The initial success has made me full of confidence in this new job, so the telemarketers must make a screening of the customer items when they try to sell by telephone for the first time. Choose someone who is more likely to be the sales object. Otherwise, you will run into a wall when you come up, which will inevitably affect your work mood and work status in the future. Second, I think he was persuaded by me because I was very calm in front of him, which didn't make him feel that I was a novice on the first day of telemarketing. After he threw me a series of questions, I didn't ask questions from others. I completely solved his various questions by my own wisdom and ability. This is very rare for a novice. Most of the newcomers I trained later were nervous as soon as they picked up the phone, and after dialing the number, they hoped that no one would answer the phone. So fear is the taboo in telemarketing. No matter how tricky the customer is, we should be calm and responsive. Once the salesperson falters on the phone and is asked by the customer and loses his direction, You will lose this customer.

Case 2: Kill two birds with one stone

Customer background: Mr. Jin, chairman of a private enterprise in Nanjing, and mr. yi, general manager of the same enterprise. The two are partners in business and good friends in life.

Scenario: Mr. Jin is my former boyfriend's brother's middle school classmate, and his phone number was obtained from my boyfriend. When I called the company, Mr. yi answered the phone when he was not here. He asked me what I wanted to see Mr. Jin. According to the instruction we received during the training, if the customer's things we were looking for were not there, we should not introduce them to others. But I am a person who likes to find a new way and likes to try something new. So I didn't put down the phone as usual, but asked him what he did. Unexpectedly, he told me that he was the general manager of this company and a friend of Chairman Jin. So I told him that our Hilton Nanjing Hotel wanted to invite Mr. Jin to be our member. Unexpectedly, he jokingly asked, "Then why didn't you invite me?" So I said, "Then I'll invite you both to be our members!" " Then I spent five minutes telling him about our hotel and the benefits enjoyed by members. Finally, I asked him if he wanted to print his name in Chinese or English on his membership card. He still answered me humorously, saying, "We are from China, of course, typing Chinese names." I asked him again, "Can you help Mr. Jin with his membership card?" He said, of course, it's no problem. They are like buddies. So I asked him about the payment method and the time to go through the membership formalities at home. Everything went smoothly. At that time, I was really elated. I didn't expect the person I was looking for to find it, but I even got two sales. It's really hard to get it! From beginning to end, I didn't have a phone conversation with Mr. Jin, but I met him once when he came to our hotel for dinner. Because I didn't want him to know my background, I tried to avoid contacting him. Because I thought mr. yi was very enthusiastic, I basically contacted him later. Later, he introduced me to many customers. Because their company was mainly engaged in financing, they often dealt with banks. At that time, almost all the major banks in Nanjing had my customers, which was all thanks to mr. yi!

Case study: I got a very big enlightenment from this sales case, that is, I can let the same customer handle two or more membership cards at the same time through a sales phone call. Later, I invented a conclusion, that is, I asked the customer directly whether to handle one or two cards at the end. In practical application, this move is very effective. Many customers handle two cards at the same time under my guidance, especially some private enterprises. Generally, this kind of company is jointly organized by two or three good friends, who especially agree with the philosophy of sharing weal and woe. Even when I was selling with the office director of Ping An Insurance Company, I later asked them directly how many bosses there were in the company, and he said there were three, so I said we could do four with himself, but he didn't object. So we must not stick to the rules in telemarketing, and we should analyze the specific situation. Flexible use of various sales techniques. In fact, telemarketing is also a process of wits and wits. You should learn to sell with your head instead of just lip service.

Case 3: Trapping yourself in a trap

Customer background: Mr. Yue, an official in Pudong New Area, Shanghai, is about 5 years old and a generous northerner.

Scenario description: This Mr. Yue is my friend. He is also a loyal customer who has followed me for many years. I remember that it was my third day working in Hilton Shanghai. I didn't have any sales performance in the first two days. At that time, I was really worried. Because I was hired by the Shanghai project manager as the gold medal sales of Hilton Nanjing, his idea at that time was to train me into a training manager, because he thought I had my own ideas and unique insights in telemarketing, and I graduated from Normal University. It's very suitable for training. However, it's a shame that I can't come up with sales when I'm new here. In fact, the main reason is that I just returned to Shanghai, and I don't have any customer list at hand, only some business cards given to me by my former friends. On the afternoon of the third day, I called a minister Chen according to the phone number on a business card. In fact, I called this number the day before, but no one answered. When I called again, someone finally answered, and he asked me who to call. I said I was looking for Minister Chen, and the other party told me that he had retired. I was completely cold when I heard it, but I still didn't want to give up this call. I decided that the person who answered the phone must be the newly appointed minister, so I asked him politely. He told him his surname, Yue, and asked me where I was from. I told him truthfully that I was from Hilton Hotel. I didn't expect him to say, "I used to be a member of you. I got a card last year and it's still in the drawer. "After hearing what he said, I suddenly got excited and asked him when it would expire. He opened the drawer and said," It will expire in March, and my free house is still useless. "So I advised him," Then you can do it for another year, and the two rooms can be used together! " He said, "I didn't have a chance to use it in the company last year, and now I don't have a chance to use it in the office." I'm still unwilling to continue to convince him that "if you don't continue, the free room that night will be wasted, what a pity!" At this time, he was a little shaken and asked me, "Can you really guarantee that my expired free house can still be used?" I gave him a positive answer, so he promised me to continue for another year. So I finally got a sale on the third day when I entered the Hilton Shanghai, saving my face. And in the process of this sale, I found that Mr. Yue was an easily persuaded person, so he bought a membership card of the new Jinjiang after I went to the new Jinjiang. When I went to the Hyatt Regency Jinmao, I found him again, and I told him that I also worked in Pudong, and I was getting closer and closer to him. So he readily agreed without asking me about the preferential content. When our after-sales service staff came back from his office, he said that Mr. Yue asked him to tell me, "Tell you MISS ZHOU, don't let me get any cards next time, let him pay directly from my pocket." Later, after I started my own company, he bought our business membership card for two consecutive years. Became one of my loyal customers.

Case study: In telemarketing, we often encounter the above situation, that is, the customer we are looking for has left or transferred. Generally, we should not hang up easily. First, we can ask the person who answers the phone about the specific whereabouts of the person you are looking for, and then we should think that the person who answers the phone is probably the successor of the customer you were looking for. So he has the same economic status and authority as the customer you are looking for, which means he is probably your potential customer, so we can't give up easily, and often it will bring you unexpected surprises inadvertently. Similar things happened many times when I was doing telemarketing, sometimes I not only dug up the customer I was looking for, but also captured the new one. So we must remember not to waste every phone call, even if the sales were unsuccessful.