Salesperson eloquence skills training

Chapter 65

"Eloquence Book"

One night, a salesman woke up suddenly in his sleep. He remembered that he had missed an important business call, so he quickly put on his shirt, tied his tie, combed his hair, and then grabbed the phone to make a call.After the matter was settled, he took off his clothes again and prepared to go to bed.

His wife found it very strange, and asked him after he finished the call: "Husband, why do you have to dress so neatly when you make a call? I thought you were going out."

The salesman said: "I wear my clothes on the phone to show my respect to the customer. Although the customer can't see it, he can feel it in my words. Therefore, I must wear my clothes to make this call. .”

Analysis This salesman must be a successful salesman, because he can pay so much attention to details, when he calls, his speech must have a strong appeal, leaving a good impression on the customer, thus prompting the completion of the transaction.For salesmen who are good at using the phone, the phone is a sharp weapon, because it allows you to go beyond the constraints of time and space and contact more customers within a certain period of time.Therefore, when the salesperson picks up the phone, he should have a correct attitude, be prepared, and pay attention to skills.

When a salesperson talks to a customer on the phone, it mainly has the following functions:

Arrange meeting time with customers; communicate with customers who are difficult to meet face-to-face; communicate by phone and ask customers for their opinions; usually express greetings and establish a good relationship.Therefore, the process of calling the salesperson and the customer is at any stage a process of promoting the company to the customer on behalf of the company. It is very important to maintain the image of the company and the product, so the salesperson should pay attention to the following skills:
(1) Pay attention to your mentality and voice
The phone only uses voice to convey information, and your tone of voice is very important.If you are sad or irritable, it will be contagious to the other person; if you are insincere, the other person will be able to hear it;Therefore, if you want to leave a good impression on the other party, you must make a phone call with a smile on your face. Since changes in facial expressions will affect the changes in your voice, even on the phone, you should hold "the other party can see you." I" mentality to deal with.In this way, the voice will convey your clarity and confidence to the other party.

(2) Avoid peak hours for calling
If you call in when the other party's company is the busiest, you will usually encounter "on the phone" and cannot talk.Therefore, it is necessary to avoid calling during peak hours.

In general, the peak hours are: one or two hours after going to get off work; one or two hours after lunch break; the time when you are about to leave work.If you get through the phone during this time, be sure to say to the other party: "I'm sorry to disturb you when you are busy..."

(3) Calls should be concise

In the process of communicating with customers on the phone, the main purpose should be clear, and each sentence should have an appropriate interval, so that the other party can have time to think and understand.Although this may bring the relationship closer, it will also annoy the other party, especially when the other party is busy.

Answering the phone is divided into two types: answering the phone in the name of the individual and answering the phone in the name of the company, but the salesman's answering of these two types of calls will be related to the company's image and product sales, so there is no need to discuss them separately.

(4) Time to answer the phone

When the phone rings, it is best not to let the phone ring more than three times, and not to answer the phone at the first ring, which will easily scare the other party and affect the other party's mood.

Generally, you should pick up the handset when it rings the second time, but instead of answering the phone with "Hello", you should say "I am ××, who are you looking for?" or "Hello, ××× company." Be clear and clear, because when the other party calls, he will hear your friendly greeting, and of course he can talk about things calmly, and he will still be happy until he hangs up the phone. This will naturally make him have an excellent impression of you and your company .

When the third ring rings, you answer the phone and you should tell the other party: "Sorry to keep you waiting. I am ××, who can you call?" When the fourth ring rings, you should say: "I'm sorry to keep you waiting for a long time." waited."

(5) The action of answering the phone

When answering the phone, you should hold the receiver in your left hand and the pen in your right hand, and be ready to record the other party's unit, name, and key points of the call at any time. If the other party wants to leave a message, it is best to repeat the content of the message for confirmation.

(6) Turn to the topic

When the other party is speaking, you can't be silent. If you just want the other party to continue talking, you can say some modal particles.If you keep silent, the other person will think that you are not listening or not interested.

Answering the phone is the same as making a phone call. It is best not to delay the time. A good opening sentence is: "What do you need me to do?" , I have a meeting coming up soon and I have to be there in 5 minutes.” This speeds up the conversation.

(7) Avoid call transfer or suspension
If the time is too long, if you can answer the phone yourself, try to handle it yourself, and only transfer it to others as a last resort.When transferring the call, you have to explain the reason to the other party and ask the other party for forgiveness, such as "Mr. Zhang will handle this matter well, please talk to him?"

If you need to stop for a while during the call, you should politely say to the other party: "Would you like to wait a moment, or I will call you later?"

When you finish your work, pick up the phone again and say: "I'm sorry to keep you waiting." To attract the other party's attention.

The skills of answering and making calls must be learned and trained in business communication. Good telephone courtesy will make the other party feel like a spring breeze, feel more cordial, and can promote in-depth communication.

Eloquence
When answering the phone, even if the other party is invisible, don't be lazy.

After the other party calls to finish talking, we must wait for the other party to hang up the receiver before we hang up.

As long as you answer the phone with a smile on your face, the voice seems to convey a bright expression to the other party.

If the other party makes a wrong call, don't blame the other party, and tell the other party the correct number when you know it.

(End of this chapter)