Hardware sales reference: the whole process of telephone sales

The telephone is currently the most convenient way of communication, with the advantages of saving time, effort, and rapid communication. In the era of 300 million telephone users in the country, telephone sales have become increasingly important.

How can telephone communication be done better?

The following aspects must be done in the sales of telemarketing, otherwise your telemarketing work is a failure.

One: ready

Mental preparation, before you make every phone call, you must have this kind of understanding that the phone call you made is likely to be a turning point in your life or a turning point in your current situation. With this kind of thinking, you may have a serious, responsible, and persistent attitude toward every call you make. This will give your mind a positive motivation to succeed.

Prepare your content. Before you make a call, you must first prepare what you want to express. It is best to list a few pieces of paper on hand so that when the other person answers the phone, they forget themselves because of nervousness or excitement. Content of speech. When communicating with each other at the other end of the phone, you should express what each sentence is supposed to say. You should prepare for necessary and advance to the best.

When communicating on the telephone, pay attention to two points: 1 Pay attention to changes in tone and sincere attitude. 2 The words must be orderly, and must be repeated before and after incoherence to make the other party resentful or disdainful.

Two: timing

When you call, you must grasp a certain time. You must avoid contacting the customer during the meal. If you call the phone, you should also politely ask the customer whether there is time or convenient answer. Such as "Hello, Manager Wang, I am the *** company's ***, this time to call you, did not bother you?" If the other party has a date that happens to go out, or just have a guest, it should be It is polite not to talk about the time to talk again, and then hang up the phone.

If the boss or the person you are looking for is not available, please contact the person who answered the telephone to ask for the contact method “What is the cell phone of Mr. ***/**? He/she only called this when calling/come to the company. Thank you. Your help".

Three: connect the phone

After calling the business phone, after the phone is connected, the business staff must first say hello, and after reporting the door to the home, confirm the identity of the other party, and then talk about the business. For example: "Hello, I'm a *** company, may I ask ** boss/manager? ** Boss/manager, hello, I'm *** company's ***, about...

Be concise and clear when speaking...

Since the phone has a charge, it is easy to occupy the line and so on. Therefore, whether it is making a phone call or answering a phone call, the conversation must be short-term. In short, besides the necessary chilling and courtesy, it is necessary to talk less about topics that are unrelated to the business. Stop the phone from being busy for a long time.

Preceding courtesy...

After the call is over, the business staff must remember to thank the customer. "Thank you for listening to me for so long, I hope to bring you satisfaction, thank you, and goodbye." In addition, customers must first hang up the phone, business Staff can gently hang up the phone. To show respect to customers.

After hanging up...

After hanging up the customer's phone number, many business personnel will immediately jump out of the mouth a few indecent vocabulary to the customer to relax their pressure, in fact, this is the most bad habit. As a professional telemarketer, this is absolutely not allowed.

Four: The art of answering the phone....

At times, some customers may find it easier and more convenient to contact the business department of the telephone directly. Some ordering, some understanding of the company or product, or telephone complaints, the telephone answerer must pay attention when answering the call. It must not be a question and answer, or perfunctory. It is even more improbable to treat each customer who has made a phone call with an impatient tone.

1: After the call is connected, the person answering the phone should report himself to the door: "Hello, here is the full-time management company business department" or "Hello I am very pleased to serve you." It is absolutely forbidden to grab the words and ask "Hey, hello. Who are you looking for? Who are you?” This is not only a waste of time but it is also impolite, so that the company’s image is greatly reduced in the hearts of customers. Generally speaking, the phone should ring one or two long tones before answering the phone. Do not let the phone ring all the time. And answer slowly.

2, record the phone content

It is best to place some papers and pens next to the telephone so that you can record the important points while listening to the telephone. After the telephone is over, answering calls should be properly handled or reported carefully.

3, focus on repetition

When a customer calls to place an order, he will definitely say the product name or number, or whatever time it takes. At this time not only should be recorded, but also should benefit to repeat to each other to determine correct.

4. How to allow customers to wait

If you need to wait while the call is in progress, the receiver must say: "Sorry, please wait a minute." After that, you must say the reason for him to wait to avoid being anxious because of waiting. When answering the phone again, he must apologize to the other party: “I'm sorry to have kept you waiting for a long time.” If you let the other party wait longer, the answering person should inform you of the reasons, and ask him to hang up the phone and wait for the call before processing.

5, how to deal with the voice of the other party's voice

If the other party's voice is too small, the receiver can directly say: "I'm sorry to ask you to speak louder, okay?" I can't hear you clearly. You must not shout loudly: "Hey louder"; louder is the other person, not you.

6. How to deal with someone on the phone

If you have a hard time finding a person's phone, you should promptly transfer the call to the person you are looking for. If the person you are looking for does not respond to the other person and say, "I'm sorry to go out now. I'm XX. If it's convenient, can you let me convey it to you?" You can also ask the other person to leave a phone number and wait until the person you are looking for returns, and immediately notify him to call back.

Whether it is making a phone call or answering a phone call, it can reflect the image of a person or company. The telephone is a window for the company's foreign exchange. A good process of making calls and answering calls is a good impression, and vice versa. Therefore, whether you make or receive calls on the phone, you should pay special attention to your words and tone. A phone call may change you. The current situation is even one's life.