Ask the skills of telemarketing investment products (foreign exchange. Gold) urgent!

1. First of all, you should overcome your psychological barrier of being afraid or refusing to call, and take the first step bravely, and everything will be fine. Not everyone can do a good job in psychological construction. In addition to professional knowledge and accomplishment, we also need superhuman endurance and keen observation-all by human efforts.

Remember that when you make a phone call, the other party can't see your expression and attitude, but you can judge your first impression from your voice. Therefore, only by maintaining a happy mood can we have a happy tone and reduce the rejection of the other party, so as to achieve the first step of affinity-caring for each other.

Proper greetings can bring us closer together and make them think that we are friends, not just callers. In general, you should pay attention to the following points when making a phone call:

A. At the beginning of the week, every company is usually very busy, which is the last day for office workers, so don't call too early to avoid spending a lot of time and not getting the ideal result.

prepare

1. Mental preparation: Before you make every phone call, you must have a cognition. The phone call you made is likely to be a turning point in your current situation. Only by holding a serious, responsible and persistent attitude towards every phone call can you have a positive motivation for success.

2. Content preparation:

Before making a phone call, you should prepare what you want to express, and it is best to list a few items on the paper at hand, so as not to forget your speech because of nervousness or excitement after the other party answers the phone. In addition, when communicating with the prospective customer on the other end of the phone, you should clearly express the meaning of every sentence you say, pay attention to the control of speech speed and intonation, and ensure that the prospective customer on the other end of the phone can understand the meaning of every sentence you say. Therefore, you should prepare what you want to say and what you want to express before making a phone call. You can practice every sentence in advance in front of yourself in front of the mirror until you reach the best language expression and emotional excitement.

Telephone communication should also pay attention to two points: first, pay attention to the change of tone and be sincere; Second, the words should be organized, not incoherent and repetitive, so that the other party has a feeling of disgust or verbosity.

B. Timing

When you make a phone call, you must grasp a certain opportunity, avoid contacting customers when eating or when customers are resting, and politely ask customers if it is convenient to answer the phone when you make a phone call. For example, "Hello, this is * * * calling you at this time. I hope I'm not disturbing you! ..... ",if the other party has an appointment and just wants to go out, or when there are guests, you should politely make an appointment with him for the next call and then hang up. If the person you are looking for is not in, you need to ask the contact information of the person who answers the phone: "What is the mobile phone number of Mr./Ms. * *? He/she only left this number when he/she called/came to the company last time. Thank you for your help. " .

C. Connect the phone

Dial the invitation number. After the phone is connected, the dealer should greet the unfamiliar prospective customer and confirm the identity of the other party before entering the topic. For example, "Hello, this is * * *. May I speak to Mr./Ms. * *? Hello, Mr./Ms. * *, nice to talk to you. I'm * * * from * * company. about ...

D. speak concisely.

Because the phone is easy to be busy when charging, so when making or answering the phone, make a long story short. In short, in addition to the necessary greetings and politeness, we must talk less about topics unrelated to the invitation and put an end to the phenomenon that the phone is busy for a long time.

E. Courtesy before hanging up

After the phone call, the dealer must remember to reconfirm to the customer: "Then we will see you tomorrow afternoon." Thank you, goodbye! " In addition, the customer must hang up the phone before the dealer can gently hang up the phone to show respect for the customer. If the other party refuses rudely or even swears, you must remember to say a word when you hang up: "I wish you a happy job!" " "Because maybe he can hear this sentence, and more importantly, tell it to himself!

Second, clever use of telephone invitation.

The most critical step in a successful telephone invitation is the number of calls made by the direct seller. However, not every dealer knows how to make an effective telephone invitation. The following four telephone solicitation rules for dealers are the rules for successful telephone solicitation and customer development, which have been proved to be effective in practice.

A. Schedule an hour every day

Invitation, like anything else, requires discipline and self-discipline. They need my help. They don't know now because they don't know our products and services. Therefore, we need to make greater efforts to invite potential customers by phone, so that they can get more help after they know. So, is it enough to arrange an hour of telephone invitation every day? The answer is far from enough,

B. Make as many calls as possible

Never tell a customer's fortune before looking for a customer. Otherwise, if you think he is not interested, you don't call, or if you think you are interested, the more time you spend communicating with him by phone, but the more you talk on the phone, the worse the effect! In addition, the effect of making two calls an hour is completely different from that of making 10 calls. Therefore, make as many calls as possible within this hour. Because every call is made by you seriously, with high quality and high efficiency, more calls are better than less calls.

C. prepare a list before calling

If you don't prepare the list in advance, you will have to spend most of your time looking for the names of the customers you need. You will always be busy and feel that you are working hard without making a few phone calls. Therefore, we should always prepare a list of people who can develop for one month at hand.

D. focus on work

Don't answer other irrelevant calls or receive guests during the telephone invitation time. Make full use of the marketing experience curve. Just like any repetitive work, the more times you repeat the work in adjacent time periods, the better it will become. Telephone invitation is no exception, your second call will be better than the first one, the third one will be better than the second one, and so on; "Step into the best state", and you will find that your telephone invitation skills will improve over time.

Third, telephone invitation is a must, and the second one is not.

First, keep the phone short.

The purpose of calling the invitation is to make an appointment. You can't explain a complicated product or service on the phone, and of course you don't want to argue an argument with the customer on the phone. Just clearly express the "time and place" by short telephone, and then explain it carefully after meeting. After the telephone invitation is successful, you should hang up the phone immediately and give the other party a space to daydream. The telephone invitation should not last more than 3 minutes. You should focus on confirming the time and place of the appointment with the other party, so as to give the other party a good reason to spend precious time talking to you. In addition, the purpose of telephone invitation should be clear, if it is an invitation, it is an invitation; If it's contact, it's contact. Don't contact feelings and want to invite, which will make customers feel very strange, because if the phone is dragged on for too long and the invitation is over, the other party will feel "Why do you want to meet again?" Or "I know all this" or "Let's get together again when you are free ...", so the invitation will not succeed.

Second, don't say "please"

This is a subtle psychological change. Please think it over. When we are "invited", we usually feel "well, consider it a personal favor", so the person who makes the request is in a weak position and loses the initiative. According to past experience, it is difficult for people in a weak position to let others receive any information sincerely.

Think about it, what we want to offer each other is a chance of success, perhaps a long-awaited product, and more likely a turning point in his life. So, why keep a low profile? On the contrary, we should confidently ask smart dealers to delete the "unnecessary politeness" when communicating with potential customers, which will not only make the invitation efficient, but also save a lot of unnecessary expenses.

Third, don't talk too much.

On your trip, you only need to make a simple "meeting" agreement with each other, and you should do the same for friends who are already very familiar with each other. Never go against this basic principle at any time.

B. Adjust the telephone conversation time according to different industries.

C. you should have a preliminary understanding of this industry when you call; When you are busy, when you can make a phone call.

D. If you know each other's titles, you should address them directly, which will make them feel valued.

E. At the end of the visit, you should express your gratitude and say "Sorry for taking up so much of your time".

4. How to say the first sentence. Frequently encountered situations are as follows:

A. The switchboard won't transfer: say thank you for hanging up first, and then call back when the whole visit is planned. Maybe the switchboard is busy or in a bad mood.

B. The other party indicates that someone is already in charge and doesn't want to transfer: ask the other party politely and judge whether to call again next time.

C. The other party said that there is no special person in charge: ask the other party for basic information completely so that you can call again in the future.

D. Special person is absent: ask the other party to give the full name and title of the person in charge, and when he will usually be there.

E. Unable to connect or no answer: You should check whether the other party's phone is wrong or faulty through the information desk (e.g. 1 14).

F. If you don't want to say more, hang up: Next time you call, check your expression or timing.

5. If you pass the first level successfully, you should be able to successfully complete the interview, because the first step of success has been taken, and the next step is how to complete a complete customer information card.

A. Keep the handwriting of the customer information card neat, so as not to increase your unnecessary troubles.

B. extract the highlights of the interview.

6. After filling in the customer information card, the date of telephone contact and the name of the telephone contact person should be added.

7. Ask about the content and industry of the main products sold or manufactured by the other party.

8. If possible, further inquire about the situation of the other company, product requirements and impressions of other cooperative manufacturers.

9. The general process of telephone call: after receiving the telephone call information, tidy it up → prepare tools, adjust your mood → start telephone call → visit each customer, and fill out a customer information card.

How to make psychological adjustment;

1. Most people think that making a phone call is either the most humble job or a simple job, but in fact it is not. It is quite difficult to make a good phone call. You might as well tell yourself that you have done a great job.

The sense of accomplishment and satisfaction gained by calling is different from that of ordinary work, and you can get applause of the same value. On the contrary, if you make great efforts, you may only get one applause. But don't lose heart, as long as you make unremitting efforts, it may not be that this applause has brought a higher sense of accomplishment and satisfaction, so why not dare to challenge yourself. The frustration that successful telephone callers endure before success is considerable and the time spent is unimaginable.

3. Many companies screen potential customers by telephone, and different qualities of callers often cause some troubles. If the interviewee wants to have a telephone interview, he either hangs up or says he is not available. Telephone interviewers should not be frustrated by being hung up several times, because a successful telephone interviewer may be hung up several times before or even after success.

If the interviewee has a bad tone, you should keep a good tone, don't be influenced by this kind of mood fluctuation, hang up the phone politely and re-plan the next call to Japan.

When you meet a chattering interviewee, remember not to talk to the other person. You should cut into the key points of the interview as soon as possible, euphemistically hint at the purpose of the other party's call, and end the call in due course. Because this is a wonderful way to refuse an interview, don't be fooled!

6. If you meet an interviewee who refuses to talk, you should be patient and let the other person unconsciously tell us the information you want.

7. Don't expect too much from success at the beginning, and you don't need to hold a certain failure. Each party holds 50% of the shares. Nothing in the world is absolute, everything is changeable. Expectation is too high, and failure is hard to recover; Expectations are too low to taste the fruits of success.

8. Telephone interviewers should regard being hung up or being rejected by the other party as a kind of training, so as to improve themselves. In this way, your skills and customer information cards will be improved.

9. It is difficult to define what success is. You might as well give yourself some time to complete the goal you want to achieve and do what you can, and you will be happy to do it, remember! Don't wronged yourself to get paid.

10. There are many things that can only be pondered by your own experience, but you can't communicate with words. I hope you can become the best telephone operator in the shortest time.

First of all:

Before you make a phone call, you must be clear about the purpose of this call, that is, you must have a clear purpose. Many of our salespeople don't think hard or organize their language before making a phone call. As a result, they found that what they should say was not said, and the sales purpose they should achieve was not achieved. For example, I want to call a potential customer of my product. My purpose is to let the other party know more about my products through telephone communication and have the opportunity to buy my products. With this purpose, I will design the simplest product introduction language, and then introduce the performance and price of the product according to the needs of the other party. Finally, leave a deep impression on the other party to achieve the sales purpose. So the use of telemarketing must have a clear purpose.

Second:

The tone should be steady, the words should be clear and the language should be concise. Many salesmen are nervous when they pick up the phone because they are afraid of being rejected. Their tone is flustered, they speak too fast and their words are unclear, which will affect your communication with each other. I often get sales calls, but I can't tell the company name clearly, say that I don't invite products, and I can't figure out the purpose, so I have to refuse. Sometimes it takes a few minutes to figure out his purpose, and then sit through his introduction and still don't understand what the product is. Therefore, in telemarketing, you must make your tone steady, so that the other party can hear what you are saying clearly, and it is best to speak standard Mandarin. Language should be as concise as possible. When talking about products, we must emphasize the tone and attract customers' attention.

Third:

Know exactly who you are calling. When many salespeople began to introduce themselves and their products, the phone rang once before they found out who they were looking for. As a result, the other party said that you have the wrong number or that I am not someone. There are also salesmen who make mistakes in the name and position of customers, and some even make mistakes in the company name of customers. These mistakes reduce your credibility before you start selling, and in serious cases, you will lose customers. Therefore, every salesman should not think that making a phone call is a very simple matter. Before telemarketing, you must be clear about the customer's information, and you must be clear that the caller has the right to make a purchase decision.

Fourth:

Introduce yourself and your intentions clearly in one minute. This is very important. I often get sales calls from the same person. I never remember his name and company. The reason is that he only introduces himself as Xiao Zhang every time he calls. The company name is very vague, and I can't remember it for a long time. In telemarketing, we must make clear the company name, our own name, product name and cooperation mode. Don't forget to emphasize your name at the end of the call. For example: Manager XXX, nice to meet you. I hope our cooperation will succeed. Please remember that my name is XXX. I will keep in touch with you.

Fifth:

Do a good job of telephone registration, and follow-up is more important. After the sales staff make the phone call, they must register and make a summary, and classify the customers. Class A is the most promising one. He should call back in the shortest time to try to reach an agreement. Class B is achievable and should be followed up continuously. Even dare to let customers place orders, such as manager XXX. After several communications, I have prepared five products for you. I hope I can deliver it to you today, and I hope you can remit money as soon as possible. Class c has no intention of cooperation. This kind of customer, you should call him from time to time to see what his needs are.

In short, in addition to the above five points, there are many details to be paid attention to in telemarketing. For example, beautiful voice, good wishes, customer's heart, timely service and so on. As long as you have the heart to do it, you will do it better and better.

Telephone contact skills can be divided into five steps:

1, preparation skills

Before making a phone call, you must prepare the following information:

Name and title of the potential customer;

Name and business nature of the enterprise;

Think about the reasons for calling potential customers;

Get ready for what you want to say.

Think about the questions that potential customers may ask;

Try to deal with the customer's rejection.

Attitude preparation

In addition to attitude, it is best to pay attention to the above points on post-it notes.

2. Skills after the call is connected

Next, let's look at the skills after the call is connected. Generally speaking, the first person to answer the phone is the switchboard. You should politely say the name of the potential customer you are looking for in a firm tone. The next person to answer the phone is the secretary, who is mainly responsible for refusing calls that bosses think are unnecessary. So you must introduce yourself briefly to make the secretary feel that what you want to talk to your boss is very important, and remember not to say too much.

3. Skills to stimulate interest

When a potential customer answers the phone, you should introduce yourself briefly and politely to arouse the interest of the potential customer in the shortest time.

4. Skills to tell the reason for the phone call

There should be different reasons for different potential customers according to the information you prepared for them in advance. Remember, if the purpose of your call is to make an appointment with a potential customer, don't talk too much about sales on the phone.

5. Tips for ending the phone call

The telephone is not suitable for selling and explaining any complicated products. You can't judge the customer's reaction from his expression and behavior. Without the basis of "satisfying three senses", it is easy to be rejected. Therefore, you must use the skills of ending the phone more effectively and end the phone conversation immediately after you achieve your goal.

If we don't make an appointment with the customer, we must end the call with a positive conclusion for two reasons:

1. Although there is no intention at present, there is still a chance to do business with them if they have left a good impression on you in the future.

2. Keep yourself in a positive thinking attitude: If we have negative emotions because the customer didn't buy this time, we will bring this emotion to the next phone call, thus affecting our mood and the mood of prospective customers.

If an appointment is made with a customer, the telemarketer must also end the conversation in a positive way.

1. Don't talk too long: if you talk too long about the functions and benefits of goods, it will cause some new objections.

2. Don't end the call prematurely: If you end the call prematurely, you may forget to confirm some important information with potential customers.

Therefore, telemarketers should effectively summarize customers' sales conversations and suggest the following methods: 1. First of all, we should thank our customers for their support in our work, so that we can have the opportunity to serve your company. "2. Confirm the basic information of customers. 3. Clearly strengthen customer decision-making. 4. Provide customer after-sales service consultation.