Measured by the salesman in the machinery industry: the roadmap for the success of the top telemarketers

After years of research, it has been found that telemarketers with excellent performance in the company always do a great job in the following aspects.

First, the goal

Good telesales staff will think about what the purpose of the phone is before each phone call. According to the different types of corporate sales, the common goals are 1) invitation; 2) direct sales of the product; 3) to tell the customer the latest Promotional information; 4) Determine if it is the key decision maker?

They will not waste precious working hours. They want every phone call they make is a quality phone, not a boring one. In their minds, the telephone is a communication tool that can reach the customer's mind and is also the best weapon for making money. When they pick up the phone, they feel excited. The enthusiasm for the phone sales itself exceeds the load that the telemarketing work can bring them. It is the goal that brings them the power to work.

In addition to setting goals on their own initiative, they also pay attention to strategies. In addition to the main goals, they also think of plans to replace the target and the next step, that is, when their main purpose is not achieved as expected, they will pick up the second set of solutions to keep in touch with customers. Non-fish dead network broke with customers.

Second, prepare

The preparation work before developing a customer is often the key to winning a top salesperson. However, they will not spend their prime time on communication with customers, such as 9:30 am to 5:00 pm; in terms of preparation, they are the first to manage the magician's time, the night before and the rest day They are the most concentrated time for preparation. During this time, they spent their main energy in the following areas

1) Determine the list of customers that will be developed in the next day

2) Further collection and sorting of data of intended customers

3) Organize customer communication records and make prioritized contact plans according to contact progress and customer ratings

4) If the development target is a large customer, they usually list the ideal target large customer information table in advance. According to the contact records, large customer files are promptly filled.

5) If it is a phone call, you need to visit. On the previous day, you will also plan your own visit route and call time

In addition, top telesales sales staff also clearly understand that the preparation work at the job site is also very important. Excellent telesales staff will pay attention to keep the work environment clean and tidy up their desktops. Gadgets with a positive attitude at all times are placed in order, such as mirrors, customer FAQs, product specifications, green plants, and more. Pens, notes, and sticky notes that are timely recorded are also frequently used tools.

The preparation of a positive attitude is particularly important. Since it is a continuous call on Fridays, it is inevitable that people will feel ups and downs. Therefore, excellent telemarketers have a set of emotional adjustment methods that suit them. It is a basic principle to work hard at the height of the climax and to do nothing at the time of the climax.

When the author used to do telemarketing, he used different “theme days” methods to adjust emotions. For example, Monday is the topic of "greeting", Tuesday is the topic of "development", Wednesday is the theme of "consummation", Thursday is the theme of "following" and Friday is the theme of "inviting." In other words, giving each day a different propensity characteristic, according to the usual customer's decision-making habits to arrange their own key tasks, so that they will not feel so boring.

Third, the basics

A newcomer who has never done telemarketing started to sell. If he hadn't accumulated for a year, he would certainly not be a suitable telemarketer.

Well, in this year, the detour they have taken is the price they paid for.

To become a suitable telemarketer, you must understand some basic knowledge. If there is a proper training, I am not talking about empty telemarketing skills training, but rather basic telemarketing training for newcomers at this stage. The key to training in the basic stage is the quality of training, not the amount of training content.

mainly include

1) Etiquette and Specification of Telephone Sales

2) Telephone sales basic communication skills

3) Knowledge of company products and services

4) Market knowledge

5) Knowledge of Competitor Products

There is no doubt that the top telesales staff are undoubtedly very solid in the above aspects. Whether it is telephone communication etiquette, attention to details such as answering and hanging up, or the basic communication skills of telephone sales, such as different voice practices from different people; good listening ability; targeted product description; questioning skills to control the process; Or the level of understanding of products and markets should be mastered.

Many people accumulate after years of work experience. When we talk about the direct point and make more mistakes, we naturally know what is the right approach. If the company can have corresponding training, systematically and progressively implement new people, this stage will be greatly shortened. The author found that if the training work at this stage is done well, some newcomers who have their own telemarketing traits will not only quickly get into work but sometimes overtake the old ones.

Fourth, guide

In the sales process, it is not that you are guided by the customer, or that the customer is guided by you. Usually a measure of whether it is a sales expert, obviously a feature is to see if you can guide customers and make them aware of their problems. Through your introduction, you can make customers realize that you are his only choice.

The top phone sales guides customers and they always have a GPS navigation map in mind. The guide will not only ask questions but will be as simple as SPIN. We have discovered through research that top phone sales have the following features when guiding customers.

First: The starting point for leading telesales sales personnel is to start with 100% from the customer's interests, not their own. Only 100% from the customer's point of view from the issue, say, the question raised can make customers trust you;

Second: Professionals must do things in accordance with professional procedures, and top sales are no exception when they do the guidance. But the sales process that he came from is rooted in the customer's psychological decision-making process. In general, the relationship between customers and you is through the stages of strangeness, acceptance, interest, choice, suspicion, desire, and trust.

Correspondingly, sales personnel respond to customers' psychological changes, which should correspond to the stages of opening, establishing trust, stimulating desires, product descriptions, objection handling, facilitating transactions, and commitment guarantees.

The top telesales fully understand the objective existence of this stage, and they are more astute than ordinary sales: they can use strategies to speed up the sales process, the performance is a higher turnover rate and shorten the sales cycle. For example, in the form of consulting customers' opinions, we can dispel the sense of strangeness of customers and constantly provide valuable information to build trust in customers. In a sense, strategies are marketing, not sales. Kotler once said that the role of marketing is to make sales redundant.

Therefore, this is one of the reasons why the author advocates that telemarketing strategy training should be implemented for senior telemarketers. The basic telemarketing skills training is only suitable for new sales. For advanced telemarketing that is already skilled in sales techniques, skills are not as important as they are. They may be better than trainers to apply those tricks.

Third: We have found that top-notch phone sales are smoother and more natural in guiding customers. Instead of mechanically mimicking the so-called "speaking, speaking, and questioning" skills, we must respond to customer dissent with certain modular parts. For example, common objection handling techniques allow us to identify with customers first and then explain. This technique is effective when the client's time is relatively relaxed and the relationship is more harmonious. In the actual telemarketing, our customers are quite concerned about their own time, and they do not like the sales staff to say some transitional nonsense. Well, this requires our sales staff to be able to directly communicate through experience and intuition through the tone, rhythm, and scene of the customer. Behind these capabilities is the so-called insight. Top-selling telephony is usually a sensitive, skilled listener. Relying on its long-term experience to determine the next step in the response, it is straightforward, or a roundabout, and take different measures.

This ability is inherent to some people. First, we must pay attention to the selection when we recruit. The second is to often provide guidance through practical drills to help sales respond flexibly as soon as possible. Regarding recruitment, the author himself had done an HBDI brain-wide advantage test. The results of the test showed that the author's C-brain was strong, and the C-brain strong representative communicated with others and understood the advantages of humanity and other prominent advantages and interested friends. Can send email exchanges.

Fifth, follow up

According to statistics, 85% of sales orders are generated after the 7th and 8th follow-up. And our general sales attitude is more impetuous and we do not know how to manage our customer relationships rationally. Most people found out that the customer did not need to continue development after 3-4 encounters. We often see this phenomenon in the team, many of whom are considered to be tasteless customers by A sales and traded in the hands of B sales staff. In fact, heaven and hell are often only one step away. However, many salespeople do not understand this. To trust the customer too. "I don't need" "you don't call again" and so on.

Before the customer fully understands the value of the product to him, if he refuses you, it can only indicate that he thinks you are the person, not your product. Therefore, follow-up, follow-up and follow-up, this is the golden rule for doing phone sales. The top sales staff know this well. They will patiently lurk around the target customer, try to approach the customer from different perspectives, or make the customer aware of the value of the product. For example, constantly send emails, keep greetings, exchanges without purpose, tell customers the successful cases of transactions. If they can't get the customer's consent, they will jokingly ask the customer's real thoughts: "Chen Zong, we have talked for so long, I really want to know, what the reason you are not willing to buy our products? Can you tell me directly?"

If the customer is honestly telling you why he did not buy, there is hope for a solution. Usually after learning the real information, sales masters continue to follow.

6. Introspection

Reflections after practice are the source of progress. We are not terrible when we make mistakes. What is terrible is that we do not repent after making mistakes. We are also obstinate in our actions. People gradually grow up after repeated mistakes and reflections. Top-selling telemarketing often encounters problems he does not understand. He usually reviews his telephone communication process and listens to his own recordings over and over again. You can also take the recording to a panel discussion and let the manager and colleagues advise you. At the same time, he humbly accepted and formed his own record and accumulated. At the same time, during the process of introspection, top-notch telemarketing will not superstitiously believe in so-called authoritative opinions. He will combine his own analysis and practice to find the best solution in his application. Over the years, these mistakes and introspective conclusions will become their most precious wealth.