Telephone sales KEER XU 15-Aug-2012
Communication skills in telephone sales ADIA system in telephone sales telephone sales mode What is it？？？ Six steps in telephone sales Focus topic
What is it？？？ By phone, with clients to achieve contact, thus with customers to establish trust relationship resource
Different with other sales • Body language will not be seen • Depending on the sound transmission of information. • Be in a very short time cause in the interests of their clients resource
Phone sales mode • Outbound call • Inbound call resource
Outbound call Sales opportunities • The customer calls in to ask what? company background Personal need other customer feedback
ADIA system in telephone sales • Attractive • Interesting • Desire • Action resource
Six steps in telephone sales • Get ready • The prologue • Explore customer needs • The recommended scheme • Requirements of cooperation • Follow-up
Challenges in Telephone sales • Short contact time • Customers tend to reject • Sales staff personal skill • Establish a relationship of trust
Solution • Fully prepared • Clearly language • Provide proof materials • Confirm, listen • Sales six steps • Telephone communication skills
Is a kind of communication Communication = people + information + people The telephone marketing is a kind of transmission of information processes between person and person Whatever it is, it MUST be of Value to the customer!
Answer the phone • To introduce yourselves • Don't let the phone too long there is no answer • Record key • Repetition of important information • Let customers feel they are important
First impression • Simple refining • Your purpose resource
Important thirty seconds • who are you and company? • what is the purpose? • company's products for customers to have what use?
Asking questions • 1.Close question answer for YES or NO • 2.Open question Use what, where, when, why…to ask
Open question • The general questions past or present • Identification questions Present and future • Connectivity problem future resource
The 2 target • The main goal • The secondary goal recourse
To communicate the need to pay attention to • Improve sound appeal • With customers to establish rapport • Questioning techniques • Listening skills • Expression of empathy
Effects of sound infectious factors • Rhythm • Tone • Intonation • Volume resource
listening • Active listening • Confirmation of understanding • Focus on customers, and let the customer feel • The necessary records
This is the presentation of my work. • Thank you for your valuable time!