58 training, telemarketing elite practical training camp

Day 1: Harvest:

1, proficient in basic telemarketing skills.

2. Familiar with telemarketing process and basic principles of telemarketing.

3. Learn communication skills during telemarketing.

4. Master the strategy of effectively persuading customers and approaching customers quickly.

5. Master the golden mentality online.

Process:

First, the basic skills of telemarketing

1, call every day, what are you selling on the phone?

2. Being rejected every day, have you ever thought about what customers buy?

What customers want is not cheap, but feel cheap.

4. Learn to make a successful call

Second, the self-cultivation of telemarketers.

1, telemarketing thinking promotion training

2. Telemarketing mentality training.

3, telemarketing habit promotion training

4, telemarketing voice enhancement training

Third, the preparation of telemarketing.

1, attitude, emotion, confidence

2. The goal of telemarketing and the purpose before calling.

3, customer data collection method training

4. Fill in the telephone record form and improve your skills.

Fourth, thirteen thoughts on successful telemarketing.

1. What are you selling?

2. What's your relationship with the product?

3. What's your relationship with customers?

4. What is the product?

5. Is it a product or a waste product?

6. Does the product need customers or customers need products?

7. What did the customer buy?

8. Which customers need your products most?

9. Why do your customers buy from you?

10. When will your customers buy?

1 1. Why don't your customers buy it?

12. Who is not your client?

13. What types of customers are there?

Fifth, the five standard processes and system terms of making a phone call.

Process 1: A perfect prologue is half the battle-miniskirt theory.

Process 2: the product should be introduced to the heart, not the ear.

Process 3: Clever use of questioning marketing method in communication to grasp or stimulate customer demand.

Process 4: How to turn the problem into a selling point and become a perfect objection handling model.

Process 5: Guidance, customer maintenance, late order addition and recommendation.

Sixth, the auxiliary skill of telemarketing-praise marketing

Communication begins with praise and encouragement.

Step 2 Seek resonance through praise

3. Convey happiness and feelings that the other person wants.

The next day:

Harvest:

1, telemarketing pre-sales analysis

2. Grasp the key to building customer trust.

3. Learn unique and novel telemarketing skills.

4. Master the skills of listening and asking questions effectively.

5, accurately find the needs of customers.

6. Learn to skillfully use FAB for product packaging.

Process:

First, two preparations for successful telemarketing.

First, the data analysis before telemarketing

1. Personal advantages and disadvantages analysis

2. Analysis of product strengths and weaknesses

3. Analysis of competitors

4. Customer pattern analysis

Second, the salesman's self-positioning.

1. You are a friend of the customer.

2. You are the client's consultant.

3. You are the customer's partner.

4. You are the customer's listener

Second, the establishment of affinity and trust between telemarketers and customers.

First, create a good communication and sales atmosphere.

1. A relaxed and pleasant communication atmosphere is the beginning of the transaction.

2. Only by gaining trust can we really influence others.

Design a relaxed and pleasant opening remarks.

Second, how to build trust?

1. What is the source of customers' trust in salespeople?

2. What is the source of customers' trust in the company?

Three or six steps to build a customer relationship

Third, the key to the success of telemarketing.

Design attractive opening remarks.

2. Trust building

3. Ask questions to stimulate customers' "four hearts"

4. ultimate interests's Law

5. Ten-minute principle

6. Control of pronunciation and intonation

Fourth, how to judge the real thoughts of customers-listen effectively.

First, stop acting and stop seven kinds of bad mentality and behavior.

Second, listen carefully and find out what customers want to express themselves in four ways.

Three ways to fully encourage customers to express themselves

5. Get the answer you want-how to design the problems at different stages of sales?

First, why do you want to "ask"? Why should we learn to ask questions?

1. Ask if you are dead, ask if you are dead, not hold your breath!

These questions must be designed in advance.

3. The customer's answer must be self-controllable.

4. Four purposes and eight ways of asking questions

Second, how to "ask" the seven main points of questioning

1. Key points to stimulate participation

2. The main points of arousing desire

3. Key points to convince customers

4. The main points of the guiding ideology

5. Find the main points of empathy

Key points that prevent customers from making decisions.

6. Guide the main points of the conversation topic

Sixth lecture, Apple theory-creating customers' purchase demand.

First, why do you need to understand the demand first?

Second, what are the needs of customers?

Third, explore the skills of customer needs.

Fourth, asking questions triggers demand.

Five, four strategies to stimulate demand

Summary:

First, the marketing wisdom of telemarketers.

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2、

3、

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5、

6、

Second, the basic principles of communication with customers

1. Customer-centric

2. Customers are not necessarily the attitude you think.

3. The problems you encounter may not be encountered by others.

4. Will customers buy if they are interested?

5. Customers like the knowledge of experts, but they don't like the attitude of experts.

6. Consider the external factors of customers.

Third, the skills to eliminate any resistance and objection from customers.

One, five kinds of resistance and treatment methods

Second, the skills to deal with resistance

Three, seven ways to deal with price resistance

Fourth, effective words to eliminate customer resistance.

Telemarketing elite training camp helps enterprises solve these problems:

Improve the skills of telemarketers and enhance their confidence in telemarketing.

Reduce the turnover rate of telemarketers in the company

Keep telemarketers in the best condition at work.

Let the telemarketers still have confidence after being rejected.

Enable telemarketers to quickly establish intimate relationships and trust with customers.

Accurately grasp the demand and close the interested customers quickly.

Promote the company's products and services on a large scale quickly.

Effectively use the reasons of customers' resistance and close customers directly and effectively.

So as to continuously improve the turnover rate of telemarketers.

Create a sales atmosphere that can create sales profits.

Do a good job in customer maintenance and cultivate loyal customers for the company.

Speaker: Teacher Lin.

Mr. Lin has rich practical experience and has always advocated innovative marketing models and broken conventional thinking.

Originated "questioning" marketing skills, moved the essence of foreign training into the classroom, and was the developer and promoter of the mode of combining internal and external training;

Be praised as sales team management consultant and sales training lecturer by the industry; Excellent workplace coach and trainer in telemarketing;

Rich training experience, involving financial insurance, Unicom 400, network promotion, international trade, global fund, network B2B,

More than 500 training hours in computer sales, beauty and other industries;

How Ping An Auto Insurance Telephone Sales Pass the Training Period Smooth?

Follow the operating procedures.

A general process of going to work safely is to interview first, prepare materials after the interview, and then carry out training. This time is to train some insurance knowledge and popularize some common sense of auto insurance for about two weeks, and then carry out pre-job training, system operation and customs clearance.

About two weeks, and then assigned to the scene and the team. Listen to the old agent first and see the specific operation process. I almost thought you were ready and assigned you online. The main detail is to see what mode you are assigned. IB is responsible for answering customers' calls, helping customers solve problems and urging customers to buy insurance. This is a semi-customer service. OB, your team leader assigns you a list, and then dials the list for customers to buy your insurance. It is pure sales, and the dialogue skills are very demanding. XB: Last year, customers bought insurance through our phone. We will call the customer again this year and ask him to continue to insure with us. The technical requirements are the lowest, but the salary is not high.

Basic skills of novice telemarketers

Will you become a telemarketer? As a novice, do you know the most basic skills of telemarketing? To this end, I will share with you the basic skills of novice telemarketing. Welcome to see it.

The most basic skills that novices need to know when doing telemarketing.

Language pronunciation must be accurate.

As we are in telemarketing, customers can only hear our voice when contacting us, so we must ensure that every word on the phone is clear and accurate. First of all, Mandarin should be as standard as possible, with moderate speech speed and clear words. I often get calls from many salesmen. He has finished a sentence, but I didn't catch a word. The reason is that Mandarin is not standard and the speech speed is too fast. In this case, I want to end the call as soon as possible.

So as a telemarketer, you must practice by yourself until the other person can hear you clearly at your speed. Secondly, we should learn to emphasize. Generally, product name, company name and person name should be emphasized to help customers remember. The accuracy of language pronunciation also directly affects the customer's impression of you.

Salespeople must be familiar with their products and find out their selling points.

At any time, our sales staff should remember that the purpose of calling is to sell products, not to call. Therefore, in the process of getting familiar with products, we should learn to ask ourselves questions: If I were a customer, what selling points would I be interested in? How to introduce products to impress customers? When you can answer these two questions, try to write them out and become your own language. It is best for the company to train the sales staff in product knowledge, design the problems encountered in telemarketing, and write a product question and answer booklet, which will help the sales staff to better enter the role.

Salespeople must accurately collect customer information, which can make your sales more effective.

I found that many telemarketers are trying to make sales calls, which is not only inefficient, but also disgusting. The correct way is to read the customer information that can be found online carefully, and then make a marketing call after you know your customers, so that you can have a clear goal. For customers who can't find online, see if they can get information through traditional channels. If they can't do it, you can make a tentative phone call, and it is best to preset a few questions to facilitate communication with customers.

The above is what I think we should do seriously before telemarketing, especially self-training is very important. As the saying goes: shopping malls are like battlefields. Then the salesman is the soldier who rushed to the forefront of the commercial war. If he wants to win, he must arm himself and have excellent weapons to win the battle.

Telemarketing skills and tricks

First, the most direct and effective way to increase turnover is to make more calls and expand the base to win by probability;

Second, improve your telephone efficiency and learn to make a fuss before making a phone call. For the second point, you need to provide users with valuable information from your communication, and reduce users' dislike of you and even products.

Several skills to save lost customers

1. Customer: No after-sales maintenance is required.

Sales consultant: I believe someone called you. You don't need it today, but you will definitely need it later. I'm calling to let you know more about our after-sales service. Our oil products and maintenance technology will not let you down.

Customer: I'm not interested. I have no time. I'm busy.

Sales Consultant: Manager X, I know you are busy, but your car is also very important to you, isn't it? Our activities this weekend will let you know more about your car, as well as manual activities for children. I hope you can come.

Customer: I don't want to do maintenance in your home, but I have already done it in XX.

Sales Consultant: Boss, what caused you not to do maintenance in our home? We have professional advantages that XX does not have. I hope you can come to us next time and give us a chance to serve you, which can also reflect our sincerity in price.

4. Customer: The last maintenance was not effective, so I don't want to do it.

Sales Consultant: Boss, what's wrong with your driving? When did you do it? What kind of engine oil is used? If the semi-synthetic engine oil you brought last time was not good, I suggest you try our exclusive xx BMW next time. It has titanium liquid strengthening technology, which allows you to play the super performance of the engine with ease. Specially designed for applications where the main engine works under high temperature, high pressure and high strength and needs low viscosity and high performance lubricating oil.

5. Customer: "I have to think about it first."

Sales consultant: Mr. XX, what you should consider is that you are really interested in our products, right? Can you let me know what you want to consider? Is it product quality, after-sales service, or what I just missed?

What are the training skills of telemarketing?

1. First of all, we should overcome our fear or psychological barriers of rejecting telephone development, and take the first step bravely, and everything will be fine. Not everyone can do psychological construction. In addition to professional knowledge and accomplishment, we also need superhuman endurance and keen observation-all by human efforts.

Remember, when developing a telephone, the other party can't see your expression and attitude, but 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.

3. Proper greetings can bring us closer and make them treat me as a friend, not just a telephone developer. Usually in the telephone development should pay attention to the following points:

A. At the beginning of the week, every company is usually busy, and this is the day that office workers hate the most, so don't do telephone development too early, so you won't spend a lot of time without getting the ideal result.

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

C. You should have a preliminary understanding of this industry when developing telephones; When you are busy, when you can develop your phone.

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 first and hang up, and then call after the whole development plan is passed. Maybe the switchboard is busy or in a bad mood.

B. The other party indicated that there is a special person in charge, so it is unwilling to transfer: ask the other party diplomatically and judge whether to conduct telephone development again at another time.

C. The other party said that there is no special person in charge: ask the other party's basic information completely, so as to facilitate telephone development again in the future.

D. When the person in charge is absent, please tell the other party the full name and position of the person in charge, and when he will usually be.

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

F. I don't want to say more, that is, I hung up the phone: I will find another time to develop my mobile phone and review my expression or the wrong time.

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, add the date of telephone development and the name of the telephone developer.

Lin, a practical lecturer in telemarketing of 58 Training Network.

"Telemarketing Elite Practical Training Camp" and "Telemarketing Supervisor Peak Training Camp" are held in Guangzhou and Shenzhen.

How to do telemarketing training?

1. sell yourself: that is, sell yourself. First of all, your behavior must make customers remember you and trust you.

Identify with you. This is the first thing to do, otherwise you won't have a chance to sell your products. You can do it in many ways: behavior,

Tone, smile, manners, etc.

For example, I once took a photo with my client at the Canton Fair, marked my name on the photo and sent it to him by email, which left a deep impression on him.

Very deep

When there is silence in the conversation: when we don't know what to talk to the customer, we have to talk about the letter we want to know.

Information, such as: whether customers are engaged in trade or wholesale and retail, company name, price and quantity of products, and how many are there in China.

Suppliers, etc. However, it should be noted that the language should not be too rigid, and it should be introduced through some topics and communicated naturally.

3. Have your own style: As a salesperson, you must be warm and generous, and try to get closer to your customers. Everyone has his own personality characteristics, so you can't make up for it if you make full use of your strengths and try to give full play to your own advantages.

4. When the customer has an interpreter: Try not to communicate with the customer through an interpreter, so that the customer can know that we can serve him independently, without an interpreter or a documentary.

5. Pay attention to the details: start with small things, and don't give customers wrong information, so as not to bring unnecessary trouble to the company.

6. Respect customers' choices: We don't say what customers like, even if we feel it is not easy to sell or sell.

No, customers always choose the best, because they have their own market and marketable customer base. place

Therefore, as a salesperson, we should support customers, give them confidence, and praise their good vision and ability to grasp time when appropriate.

If it is still good, customers will be happier and more and more. Time here will also make him feel very happy,

Very comfortable, because everyone likes praise.

7. Know the customer: After the customer comes to the company, don't rush to introduce our new model, let the customer choose slowly and choose from the customers.

You can see the customer's style on the packaging, and then introduce it to the customer, so the effect will be better. If we start

If you introduce blindly, it may not be what customers like. If you introduce too much, it will only disgust customers.

8. Determine your tone: When talking to customers, be confident and firm if it is impossible. If there's anything

If it is not clear, please wait a moment, and then reply to the customer after confirmation.

9. Problems needing attention when confirming: When confirming, be sure to express clearly. Stop playing games and be serious. Talk to customers

You can't keep your voice down, and you can't hear it at last. Especially in foreign trade, oral expression must be clear, right?

Then customers will feel very annoyed, don't want to talk to you again, and find it difficult to communicate with you!

10. Don't look at customers with colored eyes: when customers come to the company, we will be more or less happy.

We should show 100% enthusiasm. When a guest comes to the company to look at his bag, it shows that he is in this industry. He didn't place an order today, but there will always be one.

It will rain, or if your enthusiasm makes him feel unable to refuse, he may also introduce it to his friends.

1 1. Problems needing attention in quotation: quotation should start from high quotation, even if PU is ordered, it should start from genuine leather. Ask the price after comparison.

The problem is not big. Between different styles, we should also quote high prices first.

12. When the customer asks for a price reduction: When the customer asks for a price reduction, we don't agree immediately, but let it go down bit by bit.

Our customers think our price is firm and there is not much room for manoeuvre. We've done enough for him. It's hard enough. You can't refuse what you can't do right away, making customers feel that although you

I can't help him, but you are willing to help him solve the problem together and help him negotiate.

13. Speak with emotion: smile when you speak. This is a sign of self-confidence and respect for customers. Smile.

It's not fake, it's from the heart.