Relevant skills of tourism product sales staff in sales work

Relevant skills of tourism product sales staff in sales work

First, effective communication skills.

Take the listener as the main body: take the listener as the main body, that is, take the listener's needs and the listener's acceptance as the focus of the speaker's application skills. Therefore, the biggest feature of a person who can really communicate is that he can make his speech achieve his goal, rather than patronizing himself.

Tell whoever you meet: People with different psychological characteristics, temperament and language habits often meet in life, which makes them have different requirements for receiving language information. So we should adopt different ways of talking according to the different situations of the object.

Think before you speak-occasion, opportunity, mood;

Choose a location that is beneficial to you;

Choose occasions that are consistent with the nature of the topic.

Be clear about each other's mentality

Theme and prologue: tell some humorous and interesting facts to make the other person feel relaxed and achieve the purpose of emotional blending.

Arouse each other's curiosity, but don't pretend to be mysterious.

Briefly put forward the main points of the question first, so that the listener can better grasp the center of the conversation.

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Second, listening skills.

The difference between listening and listening is that listening is a physiological instinct, while listening is a communication skill. Listening is also a very important behavior, showing respect for others by listening to others.

The utility of listening: especially when others are upset, listening gives others an opportunity to vent their dissatisfaction.

Active listening includes: listening to the content of oral expression; Observe their nonverbal behavior.

Ways to improve listening:

a)？ Create a good listening environment;

b)？ Learn to ask questions;

c)？ Respond to the other party: give an appropriate and short response to what you have heard and observed: let the other party know that you understand and encourage the other party to continue to express.

Four steps of listening

A) key points:

B) Give the following meanings:

C) Evaluation information:

D) answer and memory:?

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Third, telephone skills.

In today's fast-developing society, people don't have much time to walk into travel agencies. They are more used to picking up the phone around them than face-to-face consultation. So telemarketing is creating more and more value.

Characteristics of telephone communication

When talking on the phone, you can't understand the information conveyed by the guests by observing the body language, and of course you can't convey the information through your own body language.

It is impossible to express greetings, praise and establish a harmonious relationship by phone; Nor can it create a pleasant sales environment.

Telephone calls may mislead people's voices.

The phone can only recognize two characteristics: one is your ability; The second is the style and operation process.

So how to realize effective communication according to the characteristics of this kind of telephone communication? The biggest obstacle to telephone communication is the inability to use body language. The following suggestions will help:

Smile. Although the guests can't see your expression, smiling when answering the phone can change your voice and tone, and make your voice sound warm and friendly.

Let yourself speak at the same speed as the guest on the other end of the phone, and make the guest feel relaxed and comfortable.

Change the tone to make your voice sound less monotonous.

Say something similar? Hmm? what's up This phrase means that you are listening to the other person carefully and encouraging the other person to continue.

Pay attention to pause or ask questions occasionally to give each other a chance to speak.

Don't be rude and clear in logic, so as not to cause misunderstanding.

Telephone etiquette and skills:

We often hear guests complain that the person answering the phone is not friendly enough. In fact, the problem often lies in their ignorance of telephone etiquette. Here are some tips on telephone etiquette:

Answer the phone within three or four rings. If not, the telephone voice system should automatically prompt. But the data shows that most guests don't like the telephone voice prompt system, and they don't like waiting for the computer to answer automatically or wait for a long time.

Please leave a message if you are not sure to reply to the guest within 30 seconds. 30 seconds doesn't seem like a long time, but it's not the case for guests. 30 seconds is the longest time to wait for an instant reply.

Introduce yourself. When introducing yourself, speak clearly and slowly. Identify your company, position, name and other important information.

You should ask the permission of the guests before keeping them waiting. Maybe they are answering the phone, maybe they are doing something else. You can see if they plan to call you later or you can call him again. But don't simply answer the guest:? This is XXX company, please wait a moment. ? I should say: hello, I'm XXX. Thank you for calling our company. Can you wait a moment, or I'll call you back later? ?

If you want to call the guest again, please confirm the time convenient for the guest and call him at the time convenient for the guest. When you make an appointment with a guest before calling, leave yourself enough time to prepare. If you think it takes an hour to do some research, discuss it with the guests and set aside at least two hours to talk.

Learn to control and solve problems. If you have to set aside enough time for yourself. Never tell the guest to inform him as soon as you have the answer, because it may actually take two days to process an international fax, and they think it won't take more than a few minutes at most. Tell the customer honestly that you need more time to solve the problem, otherwise there will be a delay. If you don't keep your promise, call them and keep calling until they understand. A manager can't give customers immediate feedback, and sales can't be successful.

Avoid using negative words on the phone, such as? We can't do this? 、? Is that impossible? . Instead, use positive words, like? That request is difficult, but I will consider how to do it. ? People want to hear you work hard for your guests, and they are happy anyway. Never use it? No? This word.

Don't eat or chew gum on the phone.

Thank guests for calling or answering the phone.

Although we all know what good service, good telephone skills and good manners are, we often forget in practical work that speed will become careless and rude. In many cases, telephone contact may be your first time dealing with potential customers or your last time. So be sure to show yourself and the company's style and service attitude as much as possible.

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