[China Glass Network] Due to the low cost of telephone marketing, the efficiency is high. So in recent years has become the main marketing method for many companies. However, the big obstacle for companies to conduct telemarketing is "how telemarketers can win the trust and trust of customers."
This article is given to the majority of sales workers engaged in telemarketing.
As we all know, the customer rejection rate in telemarketing is very high. In some industries, such as travel and insurance, the success rate is 5-10%, which is very good. According to historical data, about half of the other 90-95% of customers are customers who refuse on the phone, and our sales representatives give up. How to dig up the purchasing potential of this part of the guests as much as possible, so that a conversation that seems impossible to reach any transaction becomes a tangible sales performance, and overcoming the telephone refusal (OVERCOME OBJECTIONS) is the key.
In the daily work of our agents, there is still a widespread belief that “I am bothering customers, I want to convey a large amount of information in a short period of timeâ€. This led them to commit taboos in sales:
When we don't feel that we have to buy a product, our agent's answer must be “NOâ€. And it is a "NO" that is not very easy to overcome. Adequate customer needs are established through probing, which is a process of FACT FINDING. In the PROBING stage, according to the characteristics of telemarketing, there are inseparable open questions in the following aspects:
(1) Customer's professional characteristics (2) Customer's family/friend network (for cross-selling use)
(3) Customer's hobbies (4) Customer's ability to withstand.
After collecting the necessary information, the agent representatives can provide solutions to the customers in a targeted manner. This solution can be said to be closer to the actual needs of the customer top-sales.com.cn, while the probability of the customer's previous rejection is reduced to a lower level. It turns out that after sufficient fact mining, the probability of a customer's previous rejection is reduced by 10%. Of course, there will still be a large number of customers who refuse to do so for various reasons. This is the time to test the agent's sales skills. A good salesperson should understand the customer's feelings, pull in the distance from the customer, and explore the reasons for the customer's rejection at a deeper level.
To know that every rejection of a customer does not mean that he is not interested in your product. There are many other factors that influence the customer's decision, such as distribution, after-sales service, and other competitors' advantages. Through another ROBING, the agent representatives can discover the true mentality of the customer and re-establish the customer's needs as a factual basis to overcome the telephone rejection. At the same time, adding a sense of urgency to the tone will also increase the success rate of the agent in each call.
Come on! Telemarketer. Let us calmly face the rejection of customers!
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