How Can A Salesperson Answer Incoming Calls?

　 First, Customer Consultation - incoming calls

Answering telephone calls is one of the regular jobs of salesmen. Salesperson must know clearly that any incoming call can be a chance to buy and sell. For incoming customers, we should pay attention to the following points:

1, answer Telephone Properly and timely. After the phone rang second times, it must be answered immediately. Any behavior that intentionally hangs a microphone on the working hours without answering the phone or without any reason to answer the phone must be eliminated.

2, come straight to the point and report home. The first sentence to pick up the phone should be: "Hello!" immediately after that, you must declare your identity and take the initiative to declare your identity as the first step in the success of the sale. When the customer answers the phone, in order to confirm that this is the Department he is looking for, it is very likely to ask, "is this XX company?" your answer is not just "yes". The correct answer is: "yes, this is * * company". I am XX's customer manager (seat member) * x. Is there anything I can do for you? "Of course, at the same time, we must keep the name of the customer in mind and use his surname as his name frequently.

3, the tone is gentle and the language is appropriate. An excellent salesperson must have a calm tone, a relaxed tone, a proper word, and a pleasant enjoyment to the customers in the telesales, so that customers can quickly be infected by a relaxed atmosphere, thus happily entering the conversation.

4, outline. When starting a conversation with a client, try to make the other side speak more, clarify all the requirements of the customer, understand the meaning of the customer accurately, and master the information as much as possible. Customers must just say they want to smoke two cigarettes and interrupt, "yes, what brand?" listen attentively, grasp the problem center, maintain politeness, and answer simply and accurately.

6, make good records. At any time, the salesperson must have pen and paper on the telephone side to form a good habit of telephone notes. The main points of the record: the name of the other party, the company name, telephone number, calling time, the content of the inquiry (time, brand, price, special requirement, etc.), and the key points of your reply, such as immediate commitments or matters to be answered later, so as to follow the implementation.

7, "wait a moment, please." In the process of telephone sales, this sentence should be used as much or less as possible. The reason for this is nothing more than a lack of familiarity with customers' enquiries or distractions from other things. For the former, the basic skills must be practiced in peacetime, and any sales related matters in the sales and marketing center must be well understood and flexible. For the latter, we need to develop the spirit of mutual assistance, and other colleagues should immediately help them. Even if the last resort is necessary, customers must wait a little while they must be "slightly". Philip, a famous American management consultant, said, "one of the most annoying things about calling people is holding a microphone without a voice."

Two. Telephone Order -- call out.

Telemarketing is not to sit in the office of the visiting sales center, ask customers to call, and then seize the opportunity to sell. Time and tide wait for no man. In today's fiercely competitive market, salesmen must voluntarily telephone customers for telemarketing. Before making a phone call, we must make a basic investigation of the customer, understand his store information and personal information, so as to do a good job of customer classification and provide personalized service. The main points are as follows:

1. come straight to the point. When you call the other person's phone, try to find the person you are looking for. For example, when the retailer answers the phone, he immediately asks, "I am a salesperson of * * company. Is the XXX in?" this question allows the other party to answer only the specific content, and not allow him to say "no" to avoid himself in a dilemma.

2. first 15 seconds. The first 15 seconds of sales calls to others are the most important. If you can't move the other person in the most effective way and let him know if your conversation is worth listening to, he may be able to interrupt your call without any difficulty. And next time, if you find him again, he will be impatient if he listens to you again. Therefore, before you dial the phone, you must study carefully and get to know the topic and interest.

3. honesty is the best. One of the most common mistakes that salespeople make is lying. The final result, of course, is to arouse customers' disgust and lose the trust of their customers. Sales work is a solid effort. We must make a lot of pre investigation and market analysis, do a good job of positioning and identify the target. Your product is what he needs. Then we can seek truth from facts, win the trust and promote sales in an honest manner.

4. product advantages. In telemarketing, do not simply explain to customers how beautifully packaged products you sell, because customers do not see these characteristics on the phone, and emphasize the benefits of selling them. Only the benefits can be imagined. For example, "this brand is a tight brand, with a small quantity. If you enter the goods, it will enhance your local influence".

5. pay attention to the other side. The purpose of calling customers is to sell actively, and it is important for salesmen to speak on their own initiative. But you must also be very sensitive to the reaction of the other person, especially when the other side has objections, but can not be desperate, deny the other side's formulation, or even criticize the other side "wrong", "do not pull down". The right thing to do is to listen carefully, take the objections raised by him, analyze them, and supplement your solutions to ease his worries.