The Devil's Conversation Learning: Instantly Become Friends with Strangers

Chapter 28

The customer said: "I want to talk to my tax advisor first!" The marketing expert said: "Okay, Mr. ××, I understand, can you make an appointment with your tax advisor? Make an appointment this weekend, or if you prefer What day does the week begin?"

In short, telemarketing is not about picking up the phone and chatting with customers. Since the ultimate purpose of this call is to meet customers and get orders, it is of course necessary to use some telemarketing skills to help you make customers make decisions faster.Remember, you must make an appointment with the customer during the call before you hang up, which is much more efficient than running back and forth for a few hours!
Further reading: telemarketing words
Telemarketing speech skills include three aspects: pre-speak preparation, answering skills, and call skills.

Pre-conversation preparation: clarify the goals of the call and the questions that must be asked; prepare for what may happen on the call; prepare for the questions that customers may raise; understand the confusion and challenges that customers generally face; prepare for what may be needed information; before making a call, imagine the other party’s office and the scene when answering the phone; before making a call, put all the materials needed at hand; prepare the opening remarks according to the information before the call and the customer’s situation; adjust the tone of the speech and the tone of the tone Be confident, speak slowly, and appear authoritative; behave on the phone without being overbearing; preferably use a headset, and if possible, stand up to make the call.

Answering skills: It is recommended to hold the receiver with the left hand and write or operate the computer with the right hand, so that the purpose of communicating with customers can be easily achieved; answer the phone after the phone rings twice; report the name of the company or department; determine the identity and surname of the caller ;Listen clearly to the purpose of the call; pay attention to your voice and expression; maintain the correct posture; repeat the main points of the call; thank you at the end;

Communication skills: First, smile and increase self-confidence.What the salesperson must first convey to the customer is not the information of the product or service, but a mood.In fact, what a smile actually conveys to customers is friendliness, and what self-confidence conveys is integrity.The second is a good opening statement.In telemarketing, a good self-opening statement is very important.Because the first sentence you say creates the customer's first impression of you.Third, the skills of answering.As an experienced telemarketer, how to answer each other with customers during the phone call is not without rules.It will not change too much depending on the industry or product service category, nor will it change too much depending on whether it directly achieves the sales goal or indirectly achieves the sales goal.Fourth, end the call.Relatively speaking, there are still relatively few customers who place an order on the first call.So the first call should not be too long.It is worth noting that the telemarketers must complete their call purpose before ending the call.The above are the communication skills of telemarketing that I will learn with you.Be friendly, explain clearly, guide, it's that simple!
07．Meet customers, what to talk about instead of sales

In the sales process, because customers are resistant to sales promotion, when many salesmen are enthusiastic about selling products, they are often rejected as soon as they open their mouths.Since customers strongly reject sales, we will not talk about sales when we meet with customers for the first time, but try to find something to talk about, with the purpose of getting closer to customers or perfunctory the embarrassing situation.Such strike-up behavior can prevent one's own sales behavior from being stifled in the cradle, and can also learn more customer information.By striking up a conversation, it is much easier to win the favor and trust of the customer first, and then to talk about sales when possible.

In order to make the strike-up behavior more effective when meeting for the first time, we must pay attention to the following points:

First, keep your promises and don't talk about sales

Since we have already agreed with the customer not to talk about sales, the salesperson must abide by the promise and do not introduce the company's products and related content unless the customer actively mentions it.If we break our promises, customers will not think we can be trusted.

Second, it does not take up too much time of the customer
The salesperson promises to occupy the other party's time for a few minutes, and try not to prolong it, otherwise the customer will not only think that we are chattering, but it may be difficult to meet him next time.Of course, if the customer himself is willing to extend the time to talk with us, that's another matter.

Third, let customers speak and learn more useful information

The salesperson asks as many questions as possible and listens to the customer more when meeting with the customer. The purpose of doing this is to learn more about the customer's information; Actively participate.In addition, speaking too fast is not conducive to the other party's listening and understanding, and it is also not conducive to the progress of the conversation, because speaking too fast will give the other party a sense of pressure, as if forcing the other party to listen to us.

Fourth, maintain a good attitude

When a salesperson meets a customer, not only should he not mention sales, but he should also maintain a good attitude, smile on his face, and not put pressure on himself and the customer, so that we will appear more friendly in front of the customer.Practice has proved that successful marketing depends to a large extent on whether the selling style of sales and business personnel is consistent with the buying style of customers.Customers are very different. Therefore, you should change your language style, clothing appearance, mood and psychological state according to different customers, and try to adapt to customers with a good attitude.

Fifth, if it comes to sales, the principle should also be to reduce the psychological pressure of customers
Sales practice tells us that when approaching customers, customers generally have buying pressure, which is manifested in indifference or rejection, intentional diversion of the topic, intentional or unintentional interference and destruction of sales negotiations, etc.Therefore, in order to be close to customers successfully, we must find ways to reduce the psychological pressure of customers.According to practice, corresponding methods can be adopted, such as the fictional scenario method, that is, sales and business personnel do not use customers as direct sales targets, but fabricate a sales target, so that customers feel that you are not selling to yourself but to others; non-sales decompression Method, that is, provide product information, provide help to customers, etc.; solicit opinions, that is, sales and business personnel first tell customers that the purpose of the visit is to listen to opinions and reactions, not to sell.

In short, although the salesperson does not talk about sales when they meet for the first time, they must gain the customer's goodwill towards them.For this reason, we should arouse the interest of customers and stimulate the willingness of customers to continue talking in the short time promised, so as to win a more favorable situation for ourselves.

Further reading: Etiquette for exchanging business cards
(1) The order in which business cards are exchanged.The order of exchanging business cards is generally: the guest first, the host second;When exchanging business cards with multiple people, they should be carried out in the order of the position, or from near to far.When delivering, the front of the business card should face the other party and offer it with both hands.Keep your eyes on each other, smile, and say generously: "This is my business card, please take care of me."

(2) The etiquette of handing over your own business card.Prepare your own business cards ahead of time and do the necessary checks.The business cards you carry with you are best placed in a special business card bag, a business card holder, or in a jacket pocket.Don't put it in trouser pockets, skirt pockets, handbags, or wallets. It is neither formal nor cluttered. In your briefcase and desk drawer, you should always have business cards for ready use.Don't rummage around when you use it.When handing business cards to others, you should be serious.You must stand up respectfully. If you are sitting and handing the business card, it means too big and makes the other party feel that you are superior; it is best to stand up, go forward, use both hands or right hand, face the business card to the other party, and hand it to the other party.Do not hand the business card with your left hand, do not face the back of the business card or face the other party upside down, do not hold the business card higher than the chest, and do not hold the business card between your fingers.If the other party is an ethnic minority or a foreign guest, it is best to face the other side with the side of the business card printed with characters that the other party recognizes.When handing the business card to others, it should be expressed verbally.You can say "please advise", "take care of me", "keep in touch in the future", "let's get to know each other", or introduce yourself first.When giving someone a business card, pass it with both hands.Don't put business cards on the table, especially the table with a smooth surface, because the other party will be very upset because it is inconvenient to take.

(3) The etiquette of accepting other people's business cards.When others say they want to hand or exchange business cards, they should immediately stop everything they are doing, stand up and look at each other with a smile on their faces.When accepting a business card, it is advisable to accept it with both hands, or with the right hand, not with the left hand alone.When accepting a business card, you should stand up and look at each other with a smile on your face.When receiving the business card, you should say "thank you", or repeat the modest and respectful words used by the other party, such as "please take care of me", "please give me more advice", and you should not say a word.Then there is a process of reading the business card with a smile. When reading, you can read the name and title of the other party aloud, and look up at the other party's face, so that the other party has a sense of satisfaction that is valued.If in doubt, you can ask the other party on the spot.This is intended to show respect for each other.If you don't look at other people's business card after taking it, or play with it, or throw it on the table, or put it in your pocket, or give it to others, it is considered impolite.Then, return a piece of my business card. If you don't have a business card with you, you should apologize to the other party.But don't forget to add a sentence "it must be made up in another day", and you must do what you say and put it into action.Otherwise, it will be understood by the other party that you don't have a business card, or you don't want to give the other party a business card on purpose.When you receive someone else's business card, don't fiddle with it or throw it on the table, and don't stuff it in your pocket or throw it in your bag.It should be placed in the underwear pocket or business card holder on the left breast of the suit as a sign of respect.Don't just put it in your trouser pocket.If you need to hand over your business card on the spot, it is best to act after receiving the other party's business card. Don't move your bow left and right, and do it back and forth at the same time.

(4) Issues that need attention when exchanging business cards.If you want to get to know each other, or express your importance to each other, be introduced to each other, the other party proposes to exchange business cards, the other party asks for a business card, visits the other party for the first time, informs the other party of your changes, and intends to obtain the other party's business card, you need to send your own Hand over business cards to others, or exchange business cards with them; if the other party is a stranger, or does not want to know the other party, does not want to have a deep friendship with the other party, the other party is not interested in oneself, and often meets with the other party, the status, identity, and age of the two parties are very different. You don't have to hand your business card to the other party or exchange business cards with the other party.

08．Professional visits to lay a solid foundation for sales
There is no sale without a visit.Visiting customers is the first step in sales, but it does not mean that visiting customers will definitely achieve sales.Sales and business personnel often talk about the distress when visiting customers, especially with new customers and first visits. Customers often avoid seeing them or often show impatience after two or three minutes of interviews.Why?We might as well ask ourselves a few questions first: Do you clearly know the main purpose of visiting customers for the first time?What meticulous preparations did you do before visiting the client?Have you learned something about your customers through others?What are the top three things you say to your client when you meet him for the first time?During the interview with the customer, do you talk more or the customer talks more?

There are five major steps in sales, that is, preparation in advance, approach, demand exploration, product introduction and display, and business relationship conclusion, and all of these tasks are based on visiting customers.Therefore, as a professional salesman, how to establish his own professional way of visiting and then successfully use it will become an important weight to break through customer relationships and improve sales performance!So, how can sales and business personnel conduct effective customer visits?Here, we design two modules of strange visit and second visit to discuss the communication skills of marketers when visiting customers.

First, grasp all aspects of the first visit to a strange customer

When visiting unfamiliar customers, you must prepare well, such as knowledge about the company and the industry, product knowledge about the company and other companies, relevant information about this customer, the company's sales policy, extensive knowledge, and rich topics , business cards, telephone directory, etc.During the visit, treat yourself as a student and listener, and let the client take on the role of mentor and speaker.When visiting unfamiliar customers, let the customers talk more.Specifically, it includes the following six links.

One is greeting and self-introduction.Before the customer speaks, greet the customer with a cordial tone.When introducing yourself, introduce the company name and your own name, and hand over the business card with both hands.After exchanging business cards with the client, thank the client for taking the time to see you.

The second is to create an atmosphere.Create a good atmosphere to shorten the distance between each other and ease the tension of customers visiting strangers.

The third is to say a good opening statement.The structure of the opening statement generally consists of four parts: proposing the agenda, stating the value of the agenda to the customer, agreeing on a time, and asking whether to accept it.For example, "XX manager, today I am here to ask you about your company's needs for XX products. After knowing your clear plans and needs, I can provide you with more convenient services. When we talk It only takes about 5 minutes, do you think it's okay?"
The fourth is to skillfully use the questioning technique to let customers talk more.This is an important part.After designing the questions to be asked, it is necessary to use the expanded inquiry method and the limited inquiry method in combination.Using the expanded inquiry method can allow the customer to play freely, let him say more, and let us know more.For example, "Manager ××, how did your company submit its product demand plan for review?" Using the limited inquiry method can keep customers from staying away from the topic of the conversation and limit the direction in which customers can answer questions.For example, "XX manager, like some supply plans we submitted, do you need to pass your approval before they can be implemented in the following departments?" Marketing personnel must not use closed-topic inquiry methods to replace customers to answer , so as to cause the suspension of the dialogue.Finally, summarize and confirm the main points mentioned by the customer.According to the key points recorded during the meeting, make a brief summary of what the customer said to ensure clarity, completeness, and unanimous agreement from the customer.

The fifth is to exchange concessions for customer approval.In the process of communicating with customers, in order to achieve sales goals, some sales and business personnel play the role of "offensive" in every communication, constantly persuading customers to recognize the quality of products or services, and to accept the quality of products or services. price, etc.The sales goals of these sales and business personnel are clear, and the courage to work hard to achieve the goals is also commendable, but the methods they use to achieve the goals are not necessarily brilliant.At least, we do not advocate sales and business personnel to persuade customers with a single, "offensive" intention.In fact, many sales and business personnel will intentionally or unintentionally use some concession methods in the sales communication process in order to satisfy customers.For example, make price concessions on the premise of ensuring profits, or propose a compromise solution to solve problems based on the demands of both parties.If the concession strategy in sales communication is used properly, it will help to achieve a win-win situation for both buyers and sellers, and it will also help the realization of long-term sales goals.

Sixth, at the end of the visit, agree on the content and time of the next visit.At the end of the first visit, marketers should reconfirm whether the main purpose of this visit has been achieved, and then describe the purpose of the next visit to the customer and agree on the time for the next visit.For example, "XX manager, thank you for taking such a long time to provide me with so much valuable information today. According to what you talked about today, I will go back and make a good supply plan, and then come to You report. You see, I will bring the plan over next Tuesday morning for you to review, do you think it is okay?"

(End of this chapter)