Telemarketing in certification industry

When we take the initiative to call a strange customer, that is, the first telephone sale, our purpose is to let this customer buy the products or services we introduced or let the customer have an understanding of our company and products through this phone call. However, many times, you will find that we have just started and have been politely or rudely rejected. What should we do?

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

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: 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: 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 after the "friend introduction" relationship, the customer's sense of 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 produces the so-called "herd effect method", which can also be called herd mentality. It refers to the method of guiding the other party to take the same action by proposing that "several large companies belonging to the same industry as the other company" have taken some action.

For example, telemarketer: Hello, Mr. Wang, this is XX from XX Company. We specialize in the sales of XX products. The reason why I'm calling you is that XX Company (a well-known enterprise in the industry) is currently using our products. What brand of products is your company using? ……

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.

< 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.

For example, John Savage 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.

& lt 5. Using 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".

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 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 ...

. . . . . I copied it, hahaha.