What Skills are Needed for Telemarketing Jobs?

Telemarketing is a mode in which telephone is the main means of communication. Telemarketing is usually a mode of active sales by telephone. With the help of internet, fax, text message, postal delivery and other auxiliary methods, through special telephone marketing numbers, directly contact customers in the name of the company, and use the company's automated information management technology and professional operation platform to complete the company's product introduction, consulting, quotation, And the main marketing process such as the confirmation of product transaction conditions.

Tele-marketing

(A way of selling by telephone)

"Talking to people who don't need it is a waste of time and money." This is the eternal truth of telemarketing. If phone

From a functional point of view, telephone sales can also be divided into two types:

(1) Telephone sales in a complete sense, 100% of orders are completed by telephone;

(2) Telephone sales only play the role of digging sales leads, processing orders, following up customers, and services. Cooperate with external sales staff to complete orders.

due to

1. Clear tongue, fluent Mandarin, and infectious voice;

2. Have high enthusiasm for sales work;

3. Have strong learning ability and excellent communication skills;

4. Tough personality, quick thinking, good ability to adapt and bear pressure;

5. Have keen market insight, strong sense of enterprise, responsibility and positive work attitude.

6, this line does not have too many requirements, do not need a high degree of education, more emphasis is to have confidence in their products, have confidence in themselves! trust yourself!

1. Three color pens: red, black, blue

2.Note paper

3, 16 big book

Record in this book: company abbreviation, list source, contact person, title, phone number, company address, rating, short note of conversation, time

4, put the same list together

5.Fax

Five points for faxing:

A. Prepare faxes anytime, anywhere

B Send within 5 minutes

C. Confirm the receipt of the other party in ten minutes

D. Confirm that the other party has seen and responded

E. Follow up and liaise to achieve the goal

1. Responsible for collecting and communicating information about new customers and developing new customers;
2. Effectively communicate with customers by phone to understand customer needs, find sales opportunities and complete sales performance;
3. Maintain the business of old customers and tap the maximum potential of customers;
4. Regularly communicate with cooperative customers to establish a good long-term cooperative relationship.

1. Define your target customers accurately

These six key success factors

Telesales Management System

A very important point is that you must define your target customers accurately. Where is your target customer and which customers are most likely to use your product? This information must be very clear. Otherwise, even if you make more calls every day, these calls may be futile.

For example, there are a lot of fish in the pond. There are various kinds of fish. What kind of fish do you want to get? You have to observe first. Most of the kind of fish you want to collect is concentrated.

In the place where the target customers are most concentrated, go to find customers, you can achieve better results and improve efficiency, so be sure to define your target customers accurately.

2. Accurate marketing database

With target customers, you also need to make a customer database, accurate customer database, your sales representative to call out their own customer resources from the database every day, and then call, follow up, etc., so that sales efficiency is also Will be greatly improved.

3. Good system support

If you have a customer relationship management system to support it, many of your resources can be shared, including your sales efficiency, and your management efficiency will be greatly improved. In addition, companies want to implement telemarketing. The big challenge in telemarketing is how to establish a trust relationship with customers over the phone. This trust relationship is actually based on two levels: the trust between the enterprise and the enterprise Relationship; the trust relationship between enterprises and individuals.

For example, if your product brand is big enough, customers will probably buy your product out of recognition of your product brand and trust in your company. This is the trust relationship between the company and the customer. When all five sales representatives are in contact with the customer, the customer may cooperate with one of the sales representatives because he can personally establish a sales relationship with this customer, which is a trust relationship between the enterprise and the individual.

4. Support of various media

You must have market support in advertising and direct mail to maximize your brand influence. Therefore, if a company wants to implement telemarketing, it must make every effort to establish its own product brand at the enterprise level, because after it is established, it will attract many customers to take the initiative to call you, and he will take the initiative when he needs it. Call you, and the sales efficiency of the sales representative will be greatly improved.

5. Clear multi-party telesales process

The sales process is very important. If there is no clear sales process, it will cause a situation where everyone may be confused. For example, the main job of a sales representative is to screen sales leads and then transfer the sales leads to external sales representatives. If a sales representative judges that this customer should be a target customer, but after he transfers this sales lead to an external sales representative, The response of the external sales representative is that this customer is not the company's target customer. At this time, the two sides are unclear about certain issues. Therefore, the enterprise must have a process, that is, there should be a telesales process to provide support.

6. Efficient and professional telephone sales team

Finally, you must have a very strong telemarketing team. The organization of telemarketing is very consistent with the original case, that is, you must classify your customers one by one. Key customers cannot be supported by telemarketing representatives. They must have sales from major customers. Managers visit customers in person to build close and strong customer relationships.

The implementation of telesales is based on effective management within the company as the basis for successful sales. Although some companies are also implementing telemarketing, their internal sales management is very messy. The cost of the telephone is quite high but the sales efficiency is very low. The company reports that this sales model is not good. The company responded because it did not achieve its intended effect. In order to increase the sales profit of the company through the telephone sales model, effective management within the company is absolutely essential.

Good self-promotion in telemarketing

In the field of marketing business, especially in the field of sales promotion, many people expect to conduct business by telephone. Telemarketing has become an important sales method for them. The process of telemarketing also marketed itself. To market yourself well, of course, you need to adjust and shape your good mentality. The mentality of three aspects is more important!

The first mentality: the mentality of integration.

In other words, we can only develop together if we work together and help each other. You step on me, I step on you, and it will go from bad to worse. For example, when I call, I always think: it doesn't matter, you don't buy my product, and someone buys it naturally. We are not a telemarketer who cannot sell a product. Why, because we don't have an integrated heart. Why don't you think so: make him buy it. With my product, my customers will increase a lot of benefits. If he does nt buy it, the loss is too great, because the mall is like a battlefield, others have it, but my client does nt have it. How much will the loss be? I must persuade him to buy it. I'll find their supervisor, whether the supervisor also has his wife, or his mother-in-law ... With this mentality, we can infect people to cooperate with you. This is the heart of integration.

The second mindset: a willing mindset.

Many students who have participated in similar telemarketing have spent a lot of time studying the company's telephone business. I thought, oh, I spent so much money, I managed the three meals myself, and after I finished the business, I did nt have much. Fixed salary depends on business performance. How to calculate how to pay. We ca nt count it like this. If an employee thinks so, we have to persuade him. If you do nt save money in the bank, how can you withdraw it, even if you do nt save it? Why do you say that, if you are not in the company of telemarketing, how can you learn this knowledge. You said that you have already graduated from a university and you are a prestigious university, then I can tell you that the leaders of the company for training and coaching for salesmen are masters who are proficient in business, and are experienced managers and teachers. The most important thing is that they are all people who have made significant achievements in marketing business in society, because they are the most able to speak and the most able to communicate by phone. They just want to train us how to talk and communicate more effectively.

So, by telemarketing, we will learn things we can't learn from books:

You can learn the ability to get along with others; you can learn interpersonal skills; you can learn how to be a popular person; you can learn the art and skills of speaking; you can learn the skills to overcome obstacles and win negotiations; you can learn How to dress yourself on the phone and market your skills ...

Learning from telemarketing will not only be useful in the company, but one day, to the point where it can be seen everywhere, these talking skills are still our foundation. So no matter how you calculate, you will not lose, you will not lose. So be willing.

The third mentality: practical mentality.

Telemarketing is not a science, but a career in experience. How do you say, maybe you go to the class to learn about telemarketing. The teacher is speaking on the stage. Some people will think, what are they saying, all of them are clouds and clouds. I went up and said, and it s better than what he said.

If we don't pick up the microphone in the telephone business, if we don't meet with a few hurtful rejections, we will not easily put down the shelf to learn and practice these things that seem like common sense in elementary schools. What is professionalism is that professionals must concentrate on practicing their skills until their skills are superior. This is also the spiritual essence of professional managers.

Each telemarketer needs to deal with a large number of customer leads, which is difficult to manage. If you want to classify customer leads by various types, the workload is extremely large. Telemarketers are accustomed to recording each call record in their own notebooks, which is difficult for managers to control. Because there are so many clues that need to be revisited, telemarketers are easy to forget and often miss clues. As a manager, of course you want to know how many calls each telemarketer makes each day and how much is valuable, and then you also want to classify the clues based on your own classification habits.

Telemarketers often can't finish the amount of calls scheduled every day. Then they drag on day by day and gradually accumulate, delaying the sales progress. In the end, I don't know which ones have already been called and which haven't. Telemarketers need telemarketing words as a tool for telephone interviews, and even inexperienced telemarketers need them. So how to manage telemarketing words and how to share good telemarketing words, suddenly a good idea came to mind when inspiration came. How is the terminology unified? When the other party asks a question, because the telemarketer has insufficient knowledge in all aspects, he stutters to answer, and the results can be imagined. Telemarketers often encounter customers with extremely bad attitudes, or have a low success rate, often being rejected, making their mental state low and unmotivated.

Telemarketing must also be prepared in advance. Many marketers have to start their work one day, but find that they are not ready to make a call. They can only find some materials of poor quality, or find valuable information. Finding a phone number during working hours seriously affects efficiency. Therefore, preparing a good quality phone list that can be used for a month in advance is also a job that telemarketers must do.

Telemarketing efficiency

During the telesales process, it can be fully integrated with the management of the call center system. The working hours of call center employees and the scene are relatively concentrated. Managers can effectively monitor the working status of employees through QM (quality monitoring), control their emotions, and improve the utilization efficiency of agents. . Marketing companies cannot monitor the work situation and efficiency of employees when they go out, and the quality of each phone call. Most companies rely on performance to determine the pros and cons of employees.

Many companies engaged in traditional telephone sales, telephone sales only play a function of resource mining, more often sales representatives need to visit customers to visit the product in order to be possible. For example, in companies engaged in e-commerce or education, most sales representatives communicate face-to-face with prospective customers. Try to calculate, a sales representative in a city like Shenzhen can see up to 4-8 customers face to face in a day, and requires prior agreement. The cost of a bus in Shenzhen is generally around 5-8 yuan. In addition to unpredictable expenses, such as beverage expenses, food and beverage expenses, the average cost per day for each of our salespeople is 20-60 yuan. In some large call centers, the cost of 20-60 yuan is calculated based on 3 minutes per call. We can make at least 50-150 calls.

Telemarketing Tips

Tips for Telemarketing Tip 1: You must know who your call is for. Each of our salespersons, don't think that calling is a very simple thing. Before telemarketing, you must make sure your customer's information is clear, and it must be clear that the person you call has the purchasing decision right.

The second point of telemarketing skills: the tone should be stable, the words should be clear, and the language must be concise. When telemarketing, be sure to keep your tone steady so that the other party can clearly understand what you are talking about. It is best to speak standard Mandarin. The language of telemarketing skills should be as concise as possible. When talking about products, you must emphasize your tone and attract the attention of customers.

The third point of telemarketing tips: The purpose of the call is clear. Many salespeople don't think hard and don't organize the language before they call. As a result, they find that what they should say is not said, and the sales goal they have achieved is not achieved. Telemarketing techniques The use of telemarketing must be clear-cut.

Point 4 of Telemarketing Tips: Introduce yourself and your intentions clearly within 1 minute. Don't forget to emphasize your own name at the end of the call. For example: Manager XX, I am very happy to meet you. I hope our cooperation is successful. Please remember that my name is XX. I will contact you often.

Tip 5 of Telemarketing Tips: Do a good job of telephone registration and follow up immediately. After the telesales person has made a call, they must register and sum up the customers into categories

Telemarketing

Recommend 10 speech skills to deal with common customer rejection or telemarketing skills:

1: "No, then I have something to do." "No, I'm going to visit friends."

Telemarketing tips: (name of prospective customer), I'm sorry, I must have chosen an inappropriate time, so is the appointment better?

2: "I have a friend who is also doing this service!"

Telemarketing tips: If your friend is your service agent, I believe he will provide you with a good service. However, I do not want to repeat what you already have. May I ask if you have time or time? May I visit you.

3: "I have no money!"

Telemarketing skills: (name of prospective customer), your judgment must be correct, but the idea I want to provide to you may be something you have never heard before. Now it is best to understand it for future use. If you have time or time, can I visit you.

"I know the product you are talking about, even if you want to buy it, you have no money now."

Yes, Mr. Chen, I believe that only you know the company's financial situation best, right? And our system is to help you better save costs and improve performance. You must not object.

4: "You are just wasting your time!"

Telemarketing tips: Are you saying this because you are not interested in us; the service is not.

(Continuing the next answer)

5: "I'm not interested in you; service!"

Telemarketing tips: (name of prospective customer), I also feel that you will not be interested in things you have never seen before, which is why I want to visit you.

I hope the information I have provided is sufficient for you to make an informed decision. Will you be in the office?

"Let me see it. We are not interested in what you mention."

I understand that no one will make a decision arbitrarily for a product that has not been seen before, you say yes. So I was thinking to visit you this afternoon or tomorrow morning in person. We have done detailed market research. This product is very helpful for companies like you. See if I bring the information personally this afternoon or tomorrow morning It's more convenient for you to see, or ... (If you are not interested in going back and forth, you have to give him the idea that the pear is good, you have to taste it for yourself.)

6: "I'm busy!"

Telemarketing Tips: This is why I called first, (the name of the prospective customer), I hope I can visit you at a time that is more convenient for you, may I ask you if you have time or time .

"I've been busy during this time, next quarter."

Yeah, if you manage such a big company, you are busy. That's why I will call you first to confirm your time so as not to waste your precious time.

7: "I really don't have time."

Telemarketing skills: It turns out that if you can grow this business to this scale, you prove that you are an efficient person. I'm thinking: you won't object to a system that can help your company better save costs, save time, and improve work efficiency, right?

8: "You are wasting my time."

Telemarketing Tips: If you see that this product will bring some help to your work, you will certainly not think so. Many customers use our products and send back "customer feedback receipts", Our products are highly evaluated, which really helps them effectively save costs and improve efficiency. (If you do nt have time to reject you, you have to use the idea that the busiest people are not necessarily successful people, and successful people must pursue efficiency.)

9: "Just talk on the phone."

Telemarketing tips: I need to visit you in about 5-10 minutes, and I will give you a demo in order to better understand our products, you say yes.

10: "I don't need it."

Telemarketing tips: I understand all of your thoughts before you see our materials. This is one of the reasons why I want to visit you.

Seven things to note about telemarketing

Telemarketing skills are also a science.

(A) important first sound

When we call a certain unit, once we are connected, we can hear the other party's cordial and beautiful greetings, and we will certainly be very happy, so that the dialogue between the two parties can start smoothly, and we have a better impression of the unit. Paying a little attention to your behavior on the phone will leave a completely different impression on the other party. Say the same: "Hello, this is company XX". However, the sound is clear, pleasant, and the words are crisp and crisp, leaving a good impression on the other party, and the other party will also have a good impression on the unit they are in. So remember, when answering the phone, you should have the consciousness of I represent the unit's image.

(2) Be happy.

We must maintain a good mood when calling, so that even if the other party cannot see you, you will be infected by the cheerful tone, leaving a good impression on the other party. Because facial expressions will affect the sound change, so even in On the phone, you have to deal with the attitude of "the other person looks at me".

(3) Correct posture and clear voice

Never smoke, drink tea, or eat snacks during a call. Even the lazy person can listen to it. If you lie down on the chair while you are on the phone, the other person is lazy and listless when listening to your voice; if you are sitting upright and your body is upright, the sound will be sweet and energetic. Therefore, even if you can't see the other person when you call, you should be in front of you and pay attention to your posture as much as possible.

The voice should be gentle and courteous, express in earnest words. The proper distance should be maintained between the mouth and the microphone, and the volume should be controlled appropriately to avoid unclear hearing and misunderstanding. Or because the voice is thick, it can be misunderstood as domineering.

(4) Quick and accurate answering

Modern staff are busy with business. There are often two or three telephones on the table. When you hear the telephone ringing, you should pick up the handset accurately and quickly, and take the long-distance call as the priority. It is best to answer within three beeps. The phone rings for about 3 seconds. If no one answers the phone for a long time, or it is impolite to let the other party wait for a long time, the other party will be very impatient while waiting, and your unit will leave a bad impression on him. Even if the phone is far away from us and there is no one nearby when we hear the ringing tone, we should pick up the handset as quickly as possible. This attitude should be owned by everyone. The habit is that every office worker should It should be developed. If the phone rings five times before picking up the microphone, you should first apologize to the other party. If the phone rings for a long time and only picks up one hello, the other party will be very dissatisfied and leave a bad impression on the other party.

(5) Serious and clear records

Keep in mind the 5W2H technique at any time. The so-called 5W2H refers to When Who Who Where Where What What Why Why How does HOW work? HowMany does it. These materials are very important in the work. It is equally important to make and receive calls. Phone records are both concise and complete, relying on 5W2H skills.

(6) Effective telephone communication

Almost all phone calls made at work are related to work. Every company call is very important and should not be perfunctory. Even if the person the other party is looking for is not present, do not reply rashly: "He is absent" will hang up. When answering the phone, try to ask the cause as much as possible to avoid misunderstanding. When the other party inquires the telephone numbers of other units in this department, they should promptly investigate and cannot say that they do not know.

We should first confirm the identity of the other party and understand the purpose of the other party's call. If we cannot handle it, we should also carefully record it and seek the other party's purpose of the call gently, so as not to get wrong and win the favor of the other party.

Listen patiently to the questions asked by the other party; when expressing your opinions, let him speak freely, and do nt interrupt unless you have to. Questions can be used to explore the needs and issues of the other party. Focusing on listening and understanding, empathy, and building affinity are the keys to effective telephone communication.

When receiving a call of censure or criticism, you should explain it euphemistically, and apologize or thank you, and you should not argue with the speaker.

Phone conversation matters should pay attention to correctness, and explain the matter in a complete and clear manner, in order to increase the other party's identification, not perfunctory. If you need to search for data or contact the investigation case, you should first estimate the length of time that may be consumed. If the inspection or investigation time is longer, it is better not to let the other party wait for a long time. You should use a separate answer method, and as soon as possible answer. When requesting a book form by telephone, you should record the case to grasp the time limit, and send it as soon as possible, accurately.

(VII) Politeness before hanging up

To end a telephone conversation, the calling party should usually propose it, and then say goodbye to each other. There should be clear closing words, say "thank you", "goodbye", and then hang up the phone lightly. Disconnect.

solution

Qitongbao Telemarketing Solution

1.Incoming call pop-up screen automatically reminds caller information and related business history

2. The recording of the call process is used to analyze the marketing experience after the event; the managerial staff checks and evaluates the employees

3. The background report form is the objective professional evaluation standard. Commonly used assessment indicators are:

Indicator name	Indicator description
Number of calls	Agent calls
Total call duration	Agent total call duration
Processing times	Agent status is number of pre-talk and post-talk
Total processing time	Total time of agent in all processing states
Breaks	Number of agent breaks
Tea Break Total Duration	Total rest time of the agent
Wait times	Number of times the agent is waiting
Total waiting time	The total length of time the agent is waiting
Total off-hook time	Agent's total time from ringing to off-hook
Number of off-hook	Number of times the agent clicked "off-hook"
Number of transfers	Number of times the agent clicked the "Transfer" button
Long time	Number of agent ringing failures
Number of dials	Number of agent calls
Dial failures	The number of failed call notifications
Total working hours	Agent login to current total time
Total call volume	Response call volume + Abandon call volume + Timeout overflow call volume
Response call volume	Phone access
Give up call volume	User Hangup
Overtime call volume	Prolonged non-response
Response call volume within 20s	Response to call volume within 20s
Maximum response time	Display the maximum response time
Maximum Abandonment Duration	Show the maximum time to give up

Average call duration	Total call duration / number of calls
Average processing time	Total processing time / number of processing
Average waiting time	Total wait time / waits
Average off-hook time	Total off-hook time / off-hook times
Agent occupancy	Total Call Duration / (Total Work Duration-Total Break Time)
Agent utilization	(Total call time + total processing time) / total work time
Average response time	Total response time / response volume
Average abandonment time	Total Abandoned Time / Abandoned Calls
Abandon rate	Abandoned Calls / Total Calls x 100%
Service Level	Within an acceptable time (20s) response call volume / VDN total call volume × 100%

4.Application industry

Widely used in emerging marketing models, as well as traditional industries for new marketing of new products.

E.g:

Telemarketing sales

Tip # 1 make yourself smile

Talking with a smile, the voice will also convey a very pleasant feeling, listening to the customer's ears will naturally become more affinity, so that each phone call maintains the best texture and helps you enter the other person's time and space.

Tip two: volume and speed must be coordinated

When people meet, there is a so-called "magnetic field". Of course, there is also a telephone magnetic field in the telephone. Once the magnetic field of the business staff matches the customer's magnetic field, the conversation will be much smoother. In order to understand the telephone magnetic field of the other party, it is recommended to use a moderate volume and speed at the beginning of the conversation. After identifying the characteristics of the other party, adjust their volume and speed to make customers feel that you and him are "hanging the same."

According to my employment experience, it can be moderate for middle-aged customers. Naturally, it is slow for older customers so that customers will not feel that you are speaking too fast.

Tip 3: Identify the image of the caller and promote interaction

From the tone of the other party, you can simply judge the image of the caller. Those who speak quickly are visual, those who speak moderately are auditory, and those who speak slowly are sensory. Business personnel can judge After that, give the other party "proper advice."

Tip 4 shows that it wo nt take up too much time, simply explain

"Will you be delayed for two minutes." In order to make the other party willing to continue the call, my most common method is to ask the other party to give me two minutes. When most people hear two minutes, they usually say "Anyway, just two minutes, just listen. Listen to it. " Actually, do you really only talk for two minutes. It depends on individual skills!

Tip 5: Be consistent in tone and intonation

On the phone, the opening speech is usually pronounced in Mandarin, but if the other party s response is in Taiwanese, I will immediately switch to Taiwanese and speak to the other party. Sometimes the exchange between Chinese and Taiwanese is also a way to reduce the distance between the two parties. The main purpose is to It's all about "standing in the same magnetic field as the other party."

Tip six: make good phone calls

A good opening can make the other party more willing to talk with the business staff, so in addition to "two minutes delay", what should be said next becomes very important, how to learn more about the other party's thoughts. May ask: "What kind of opinion do you have for investment-oriented products?" Open-ended questions like this.

Seven tips for using pause and hold

What is a pause. When business people need a time and place from the other party, they can use the pause technique. For example, when you ask the other person, "Do you like morning or afternoon?" After you finish speaking, pause for a while, and let the other person answer. Using the pause technique well can make the other person feel respected.

As for the reservation, it is the method used when the business staff is not convenient to explain on the phone or encounter difficult questions. For example, when the other party asks the business staff to explain the rate on the phone, the business staff can tell the other party : "This question is more clear when we meet and talk to you in person." Keeping the question to the next time and space is also a technique for making appointments.

Tip # 8: Stand upright, speak or close your eyes

If you make twenty calls a day, you ca nt sit still forever! Try to speak upright or stand up, and you can see that the sound will become more energetic and the effect will be better: sometimes you may wish to close your eyes and speak so that you are not affected by the external environment.

Tip 9: Use open-ended questions to keep asking questions

Asking customers questions can lengthen the conversation time, and more importantly, understand the customer's true thoughts, and help the salesman make a decision.

May wish to use: "Ask you a simple question", "Can you please talk a bit more, why is there such a thought?" And other questions to encourage customers to continue.

Tip ten instant reversal

Immediate reversal is to immediately follow the customer's words. For example, when a customer says, "I bought a lot of insurance," I might as well follow his words, "I just know that you buy a lot of insurance before making this call." Say, "I am a customer of your company." May wish to continue "I know you are a good customer of our company, so I made this call."

Tip 11: Emphasize your own judgment and your decision

In order for customers to agree to meet with you, stressing on your phone that make your own decisions and all on your own judgment can make customers feel that business people are textured and not entangled. This will increase the chance of an appointment.

Tip 12 emphasizes the function or uniqueness of the product

"This product is extraordinary. You must meet face-to-face so that you can fully understand ..." In the conversation, it was emphasized that the product is extraordinary, plus "you make your own decisions", so that the customer is willing to give him his precious time Remember, don't talk too much or use too many technical terms, so that customers will lose the hobby of meeting.

Tip 13: Give one or two questions and opportunities

The two-choice method can help the other party make choices, and also speed up the speed of the other party's meeting with business personnel. For example, "visit in the morning or afternoon", "meeting on Wednesday or Thursday", etc. are all two-choice methods.

Tip 14 prepare for the next opening

When you are about to hang up the phone, you must agree with the customer about the time of the next telephone interview. Otherwise, if you take the liberty to call the customer without knowing the customer, you will feel that you are rude. If you must fight, you need to think about your speech first and divert your customers' attention.