[China Glass Network] Content Description: Maintain a high degree of enthusiasm on the phone, will infect yourself, more importantly, can quickly infect customers, let customers trust us, believe in our work ability and enthusiasm, so can achieve the purpose of fast transactions So, how to maintain a high degree of enthusiasm in telemarketing? Let's learn together!
In many telephone sales training courses, my city asked the trainees a question: What kind of people do you like to communicate and communicate with on the phone? There are many answers, such as sweet, magnetic, clear, and fast thinking. Kind, innocent, not patient, patient, concentrated, concise, straight to the subject, calm, calm, Chinese standard, understanding, easy to communicate, solve problems immediately, courtesy, can't be too enthusiastic, ask Must-answer, enthusiasm, make people think, humor, and love.
If we hold a summary of the above requirements, it is not difficult to find that some of them are related to sound, such as sweet sound, magnetic, etc.; also related to the style of the speech, such as concise; also related to attitude, such as Patience, concentration of thoughts; also related to personality, such as people who like passion, and some people who can not be too enthusiastic. This center is also about to the professional level, such as solving problems immediately. I have summarized and summarized the most influential departments here as the appeal of the phone, and continue to look down.
Whether it's communicating with customers or communicating with customers over the phone, appeal is undoubtedly an important factor affecting communication effectiveness. We all know that the appeal of communication comes from three main aspects: body language, sound and wording.
When we communicate with our customers over the phone, we and our customers can't see each other. This kind of appeal will be more reflected in the sound of your voice and your wording at the moment.
Just a little bit we have to pay attention to, although the phone and all of us and our customers can't see each other, but this does not mean that our body language will not affect the appeal, because your body language is an infection that will affect your voice. force.
Strong voice appeal will make your customers take over quickly, like you, and have a lot of help for your establishment. From the perspective of communication factors, the sound of appeal comes from three aspects: the characteristics of the sound, your wording and your body language.
The primary factors are: positive, passionate, rhythm, tone, tone and volume.
A positive attitude will make your voice sound positive and energetic.
A positive mindset is important not only for telemarketing, but also for any form of sales. A positive attitude in telemarketing can lead to positive behavior. Being positive means that no matter what time, when you call the customer, or when the customer calls you, you should think about the target of sales that is beneficial to the sales progress.
To give a brief example, a former telemarketing staff told me about his work: he is talking to a very important customer about a business that is important to him. The customer is at a late decision, he wants to play. He called the decision maker, but he didn't dare. He worried that what he got was the result he didn't want to see. Repeatedly in his mind, he was told by the client that they had no hope, which is actually his own mystery. Later, when he experienced the pain of eternal catastrophe, in an unbearable environment, he was weak and forced to call the customer. What happened to the results? At the end of the telephone line, the customer enthusiastically told He: They have decided to help each other with him. The sales staff took a long sigh of relief after listening.
This example is intended to illustrate that in many circumstances, all of our negative attempts are caused by pressure on ourselves. In fact, we do not need to do that at all.
So, if you have been facing customers negatively from time to time, from the moment you start, use your positive attitude to face every customer you encounter, you will find that miracles will happen. !
Enthusiasm can infect customers, there is no doubt! When we meet customers, the two sides have a passion, this is a very natural journey. But in telemarketing, there is a certain degree of difficulty in doing this. When people talk to customers, even if they have been talking for a long time, they can still be said to be energetic, but on the phone, they are easily tired. Therefore, it is not too difficult to generate enthusiasm. It is difficult to connect with a high degree of enthusiasm every day. However, this is no wonder, it is not difficult to understand the endless call to answer one by one, plus the pressure of work. How to maintain a high level of enthusiasm in telemarketing?
Call for a while and rest for a few minutes:
Infectivity is also reflected in the rhythm of the speech at the moment.
On the one hand, the rhythm refers to the speed of speech of the speech itself, and on the other hand, the rate of response to the problem spoken by the customer. Do you have such a resume, when you introduce yourself: "I am Li Chao of Tianwei Company" Where does the customer say "What, what do you say on the phone?" The customer obviously did not hear clearly what you are talking about, especially you. The company that is speaking is unfamiliar to him. The rate of speaking itself is too fast, which may make the customer not clear enough to make the customer lose fun; and the too slow speech rate often lacks pride.
In addition, the response rate to the customer is also important.
If the response to the customer is too fast, for example, the customer says: "I said that the primary purpose of this matter is...", at this time the sales staff said: "I understand that you are primarily for..." because the sales staff knows the customer below What to say, he interrupted the customer! This environment will convey a message that is not considerate to the customer and does not listen carefully to the customer. Pay attention to this time, we are not doing a rush answer, of course, too slow.
The tone used is also important when talking to customers.
The tone is neither humble. That is, don't let customers feel that they are asking them, for example: "You see, this job, ah, it's all up to you", etc. This kind of singular tone will only convey a negative impression to the customer, and it is not conducive to Establish a professional image. Try to think about it: Which expert is asking for help? Of course, we don't want customers to feel that we have a sturdy rack, such as: "You don't know our company?
Sometimes we want to convey a tone to the customer on the phone, but there is another tone for the party. In the training course of telemarketing, one of the game activities I often do is to let each student express the same sentence in a happy, sincere, ironic, indignant, happy tone: "Thank you very much for your invitation. I am very happy to come to this party. Before I express it to other students, I don’t tell others what kind of tone he wants to express. The result of the game is sometimes the tool you want to express. Others are not 100%. Understand.
The tone is not too urgent and too high. If it is a male voice, the low, strong and powerful sound will be more magical. The male voice is not too sharp, or too female, sissy. At the same time, the use of intonation in speaking should be swayed.
Too mediocre sounds will make people focus on distraction and boredom, especially if we have to explain an important problem and spend a long time. In important words, we have to use accents. For example, the sales staff said: "I propose that we adopt the steps at the moment." In this sentence, walking is the focus, and it is necessary to exaggerate with accent. Of course, we should also pay attention to the important words that customers exaggerate, which requires us to have outstanding ability to listen.
It is important to maintain a high level of enthusiasm at work. Telemarketers can only send messages to customers in the microphone. It is very difficult to keep a high enthusiasm at all times, but as long as we work hard, everything is possible! Don't find reasons for failure. Just think of success!
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