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电话销售外包:优质的客服人员是怎样接听电话

作者:上海电话销售外包    来源:上海电话营销外包    发布时间:2021-05-05 15:53    浏览量:
1.为客户提供信息,其目的是从客户那里获取信息。利用你的销售工具,精心准备并努力建立更加深入、丰富的流程。

2.记住要重视质量而不是数量。不要让数量方面的指标阻止你进一步深入了解客户。如果很快地放弃搜集到的线索,你将会错过潜在的销售机会。

3.有一个提问的方案。在你打电话之前,设定目标。为了让客户购买产品,要正确地了解他们的需要。准备更多的问题,当你提出问题时要明确指出该问题的目的。

4.保持对话。好的问题就会与客户产生对话,对话将会产生成交。你应当对他们的回答、反应作出回应,并与他们建立客户关系。如果你的问题是调查式的,你的客户会感觉到自己好像被审问,所以,应该花费时间聆听客户的回答,而不是思考你下一步提出什么样的问题。

5.不要使用强制性的问题。避免提出强制性的问题,留给客户的印象是你在“强卖”你的产品。记住你是在帮助客户购买—而不是强追他们购买。

6.语言清晰、简洁。一个问题仅能提问一次。不要使用含混不清的词汇和短语。这些模棱两可的语言和表达也不会让你对客户有清晰的了解。

7.提出问题后,保持安静,聆听对方的回答。不要思考自己提问的下个问题,一定不要讨论产品的利润。

8.帮助客户集中回答问题。使用术语“确定”和“解释”以让客户集中回答一个具体的问题,帮助客户精心地回答你的问题,而不是敷衍了。

1. Provide information to customers, the purpose of which is to obtain information from customers.Use your sales tools to carefully prepare and strive to build deeper, richer processes.

 

2.Remember to focus on quality rather than quantity.Don't let quantitative metrics stop you from learning more about your customers.If you quickly discard the leads you've gathered, you'll miss out on a potential sale.

 

3.Have a plan for asking questions.Before you make a phone call, set a goal.To get customers to buy a product, understand their needs correctly.Prepare more questions, and when you ask a question, be clear about the purpose of the question.

 

4. Keep the conversation going.Good questions will lead to a conversation with the customer, and that conversation will lead to a deal.You should be responsive to their answers, reactions, and build customer relationships with them.If your questions are research-based, your client will feel as if they are being interrogated, so take the time to listen to the answers rather than thinking about what question you will ask next.

 

5. Don't use coercive questions.Avoid asking coercive questions and give the impression that you are "selling" your product.Remember you're helping customers buy -- not chasing them.

 

6. Speak clearly and concisely.A question can only be asked once.Don't use vague words and phrases.These vague words and expressions also don't give you a clear understanding of the customer.

 

7. After you ask a question, stay quiet and listen to their answers.Don't think about the next question you ask, and never discuss the profit margin of the product.

 

8. Help customers focus on answering questions.Use the terms "confirmation" and "explanation" to focus on a specific question and help the customer answer your question carefully, rather than peremptorily.

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