What is the process of telemarketing? Was said to be a process of persuasion; was said to be a description of the process; some say is a service of process; it was also said to be a process to accept the other side ... ...
These are not wrong, some stressed that the results, and some stressed the attitude of some stresses initiative, I think that telemarketing is a process of communication.Then, what is to communicate it?
First of all, communication is a verb, we have to exchange, meaning that we talk.However, there are not exactly the same meaning.Communication generally refers specifically to the two sides of the main, if there is a third-party negotiations, or the general good offices, is more round-table of the main.Therefore, more suitable for communication phone sales, because only two of the main telephone sales, of course, who will listen, but they certainly would not participate in the reality of the telephone sales process.I In this article the main emphasis of the two-way communication.
Phone sales, as popular in recent years, much of the marketing business model is already proven by the market and effective marketing model.But the pain of which only telephone sales line staff know.Consumers are increasingly making strong antibody has become increasingly difficult to communicate.
One thing you want to refuse to find a million reasons, and if you accept one thing may only need a reason.Therefore, the success rate of telephone sales less than 3%, which is normal.Establish such a belief then we analyze the customer refuses the real reason.
First, the demand is not clear.There are new products coming to market every day, every day by the old product launches.In many cases consumers do not define their needs, so they do not know whether to buy the product.For example, call center outsourcing, call center people to know that he's flexibility and availability.He can do phone sales, data cleansing, telephone surveys, telephone solicitation, opportunities mining and so on.For enterprises to improve efficiency, and create wealth.Is this feature can be a powerful industry development in the country only 10 years old, many companies do not have contact with or even heard of call centers.They first thought was 110,114,112 and so on.And we should look similar to the customer as a potential customer.To be guided properly.
Second, there is no demand.Of course, there is no absolutely million, as the monks sell combs, sanitary napkins to sell the same man.Should be said that marketing can be controlled, but difficult to control the problem, as a marketing person, you should find the most easy to control the marketing program.If the customer refuses to you because there is no demand that you do not need to insist, because there are many other potential customers waiting for you, if you put time and effort is spent in the name of clients, then you may lose more.Our car wash sales agent on behalf of customers such card is encountered, they have money have a car, but I could not wash card.Leadership because they are flat, there are a lot of ass for the leadership willingly hand washing.Of course, if you can take some heart Ritz was sold to the customers, but we still refused, because it will be wasted.
Third, there have been an unpleasant experience experience.Once bitten, twice shy, this was the general mentality.A brand or a consumer shopping experience once produced contradiction, that in the short term so that he is very difficult to reverse.I have had such an experience.A few years ago, I had a vague letter received quickly by China Mobile, it says I have used some one thousand of arrears of a mobile number, so I immediately went to pay, and have my ID number above.This makes me not understand, because I never used mobile card, I think, that someone used my identity card to open it through this business.But who can confirm their identity card is not lost it? Also a possibility that some people display their fraud.But anyway, since then I have never handled a mobile phone card.
Fourth, the causal factors.It is easy to influence by their own emotions, good mood you will find very easy to sell; feel bad you will find that even when he most needs to sell products will hit a snag.
Fifth, the habit of refusing.When someone sell products to us, we first thought is rejected, this is a safe answer.We can also go back because they refused to choose to buy, and once refused to accept the choice more difficult.
Of course, these are more representative refused to heart, there are many, then how can we improve telephone sales success rate? Here, let me describe three strategies to communicate effectively half.
The first one, to help customers make decisions."You set a bar, I'll get you to open the order," and "You buy a bar."Do not overlook the role of this sentence do not feel embarrassed head more, because this is what we do telephone sales.Many people buy products in other people's views will be sought, and in doing phone sales out of your face when he could not face the people, so when you have to help him make a decision.
The second measure, which is one of the most powerful move, ask questions.We must let the customers make telephone sales began to speak, once the customer is willing to talk to you, then you're half the battle.The best way to let others talk than to ask her questions, so as to achieve the common goal.Certainly not been the answer you asked him, you find a way for customers to ask you questions.If he did not ask, you can let him ask "your description if you see me so clearly, you have any questions?."When it is best to ask a question multiple-choice questions, which can increase the interactivity, but also can help customers make decisions, "you are not now talking is not convenient? That you see me tomorrow morning or afternoon to call you in the past?" Of course Qways and means of the problem can continue to research and exploration.
The third measure, relax, treat customers as mature people.Everyone is willing to talk to people they are familiar with, where plenty of experience of acquaintance acquaintances, some of that psychological acquaintances.Strong affinity for some customer service representative, speaking very tactful, she called each other like others to communicate with her, because she talked like friends talking, and sometimes even laugh out loud jokes, othersfeelings and talk to her easily.Psychological distance is near, from marketing products to naturally easy.