4. Friendly and natural tone

We often encounter this type of customer during return visits. The customer said they didn’t hear clearly the first time, and they didn’t hear clearly the second time either. , it was still not clear after the third explanation. At this time, the nutritionist explained once and the tone was OK. The second explanation was also OK, but when it came to the third explanation, it was easy to think like this: "Why are you so stupid?" , I have told you so many times, but you still don’t understand.” As soon as such thoughts appear, they will be revealed unconsciously in the tone, and the result will be to scare away the customers. Therefore, we must avoid using an impatient tone and maintain a balanced mentality. And when you return for a visit, your tone should be natural and calm. If you always speak to all customers in the same tone without variety, not only will your return visits be lackluster, but your customers will also sound sleepy or impatient. You should try your best to make the customer feel that your voice is really soft and friendly. Let the customer think that we can help him even if it is only through phone communication.

5. Control the rhythm of the conversation

A well-timed pause not only gives customers the opportunity to participate in the conversation, but also gives them time to judge their reaction to the content of the return visit. Most people make a mistake: they only focus on what they say and hang up after finishing speaking. We should determine our own rhythm according to the customer's language rhythm, and it is best to ask questions of the customer skillfully and obtain the information we need from the customer's feedback. Let customers participate in our conversation involuntarily, thus making the entire conversation more speculative and tacit. The frequency of pauses is generally one or two seconds after every two sentences.

6. The right volume

The volume should not be too loud, but should be moderate. Therefore, if a customer says that they cannot hear clearly, we will try to make an appointment to contact you at another time. Many times when customers say they can't hear clearly, it's not because of the volume of our speaking voice, but because of other factors such as poor signal quality. Therefore, in this case, no matter how high our volume is, it won't help. Moreover, if the volume is too high, customers will feel that this person lacks self-cultivation, thus casting doubt on our professionalism.

7. Professionalism and Confidence As the saying goes: "As soon as the expert makes a move, he will know whether there is something wrong." Whether a telephone interviewer is familiar with his company's products, and whether his language expression is professional when talking on the phone , whether the pronunciation is professional, whether the problem is handled professionally, etc. will leave a deep impression on customers. Whether the interviewer's work performance is good or bad and whether he or she has good professional qualities will play a key role.

Only if a person likes himself can others like you; only if a person has confidence in himself can others have confidence in you. Similarly, as a qualified shopping guide, we must love our products and be confident in our products no matter what the circumstances. Only if we have confidence in our products first can our customers have confidence in our products. Therefore, we must know our products very well so that we can be more comfortable at work.

8. Simplicity of communication

Today is an era that pays attention to efficiency and speed. Time is very urgent for everyone, so those who answer our calls hope to answer our calls in the shortest possible time. We understand what we are expressing; on the other hand, for shopping guides, the company has regulations that each shopping guide must complete many tasks every day, so our language expression must be concise.

A little trick to do this is to take a quick look at the customer's information before making a call every time, and sort out your own ideas based on the information: How old is the baby? What are the common problems babies at this stage encounter? How should babies be fed and cared for during this period? How to say? Then when you make a phone call, you will be confident, simple and clear; on the contrary, if you do not have a clear idea and just say whatever comes to mind, the other party will think that you are wordy and unorganized, and it is inevitable to refuse the interview. Of course, to achieve this, the requirements for nutritionists’ professional quality and quick response ability will be relatively high.

If as a shopping guide you don’t devote yourself to your work and care about your customers, all methods will be useless.

Only by strengthening the cultivation of comprehensive personal qualities, only by liking one's work from the heart, and only by liking one's customers from the heart, can every word spoken when visiting customers be full of emotion and life, and only this kind of life can be , Emotional language can move our customers from the bottom of their hearts, thereby achieving the purpose of our return visit.

Example:

Hello, I’m sorry to bother you. Are you the mother (or father) of (baby’s name)? Oh, did you pick up a can of Royal Treasure Goat Milk at the Zhijiang An'an store on March 1st? Yes, I want to ask how your baby feels after eating it? Absorption and digestion should be pretty good, right? Yes, because the nutritional value of goat's milk is quite high and it is the natural dairy product closest to breast milk. As the saying goes, one cup of goat's milk is equal to three cups of milk. The characteristic of goat's milk is that it is easy to absorb and digest, and does not cause internal heat. The price of fresh goat's milk in some European countries is now seven times that of cow's milk. Because goat milk has a small source of milk, it has always been consumed by middle- and upper-class households. Therefore, goat milk is also called "aristocratic milk."

In order to let more babies taste goat milk, Imperial Treasure not only gives it away for free, but also organized a "Imperial Treasure Goat Milk Authentication Tour" some time ago. You must have heard about it, right? We also have a customer named Luo Fan in Zhijiang. He is very attentive. After sending the trademark of Imperial Treasure Goat Milk to the company, he was selected to participate in a free tour of Xi'an.

The most important thing I want to tell you about this telephone return visit is good news. In order to congratulate the success of this event, the company will start the "Buy 2 Get 1 Free" promotion on May 28th. consumer feedback promotions. Buy 2 cans (boxes) and get 1 can (box) of the same variety and specifications for free.

This is a nationwide promotion organized by the manufacturer. The quantity is limited and the time is limited (May 28 to June 28). If you can choose goat milk with your baby during this promotion, , it is really economical and affordable. You only need to pay the price of ordinary milk powder to buy high-quality goat milk. This opportunity is really rare. Our An'an store is always waiting for you and your baby to visit.

Gold 900g 1 tin is 258 yuan, 2 tins are 516 yuan, and 1 tin is free for 258 yuan, which is equivalent to 3 tins for 516 yuan. The average price per tin is only 172 yuan, which is 86 yuan less than the regular price. Yuan.

1 box of gold 400g is 99 yuan, 2 boxes are 198 yuan, and 1 box is free for 99 yuan, which is equivalent to 3 boxes for only 198 yuan. The average price per box is only 66 yuan, which is 33 yuan less than the regular price per box. Yuan.

Silver 900g 1 can is 198 yuan, 2 cans is 396 yuan, 1 free can is 198 yuan, which is equivalent to 3 cans for only 396 yuan, the average price per can is only 132 yuan, which is 66 less than the regular price per can. Yuan.

Silver 400g 1 box is 88 yuan, 2 boxes are 176 yuan, 1 box is free for 88 yuan, which is equivalent to 3 boxes for only 176 yuan, the average price per box is only 59 yuan, which is 29 less than the regular price per box. Yuan.