Telemarketing is our real low-cost, efficient channel for drainage. Special mom-and-pop stores, store staffing a little while, community marketing without redundant, alliance activities draw people out, natural into the shop, store, telemarketing is stores necessary for drainage. Well, it's better than ten salesmen.
The reason why you don't do well in telemarketing is because you don't have a system, and the second is that you don't believe in the power of persistence!
Data acquisition
01
Purchase information
Purchase telephone resources from property developers, sales companies and property companies. Look for the property company to buy, find inside the nonessential personnel, handle the personnel that decorate a permit, tell them, we are to do building materials, need owner telephone, buy directly. This information will be more accurate than that in the decoration company.
02
Different industry brand
Upstream brand: find the upstream category of your industry to purchase, find the store manager or the main shop assistant to buy periodically.
Business belt: find a salesman, shop assistant, bring the store list, communicate well in private, bring into a customer 7 yuan 10 yuan, a transaction a customer 50 yuan 100 yuan. If the cash is not good, give the red envelope directly, and the most important thing is to cash it in time.
Emotional displacement: it's not that the stores don't have customers coming in, but that you have fewer customers in your store. So, the whole store, if you can use your boss and staff to establish a complete set of brand links, how powerful the: 1 sells 1000 households, you integrate 100 households, each month a person two accurate information to you, you will have 200 customers accurately.
03
Home decoration channel
The more high-end, the less time the owner has, the fewer opportunities we have to contact with him, and the best way to do this is to work with the designer, the project manager, etc. This is the most accurate information.
04
Store transaction resources
The entire mall, each week a customer quantity are many, as long as we find the floor manager, or mall planning department, customer service, they will have customer resources, important is that we be willing to part with or use.
05
Store customer resources
We have purchased product customer resources: we have experienced the purchase of our brand and have the trust value. As long as our service is good, it is very helpful for us to make a second referral.
The store does not purchase customer resources: the customer enters the store and belongs to the effective and accurate customer, so it is necessary to keep the customer information carefully. Methods are:
- Directly ask the customer's phone;
- Business card interaction, courtesy to let the customer leave the phone;
- Be courteous;
- Inform the activity and then tell the client to come.
- Free on-site measurement, planning and rendering;
- Gift application, there will be a gift to inform him to come to collect.
- Decoration knowledge transfer, tell customers how to choose products.
- Scan the qr code and other games to obtain.
- Not at the end, but in the beginning and the process.
06
Community sweep building customer resources.
For each building, we should take all the customer information is detailed record clear, each building, each building, each room, are clear: to record the room number, decorate to what extent, decoration companies, use what the upstream brand, designer, project manager, carpenter, bricklayer, etc., all recorded. This forms the customer information file of each building, only has the use accurate telephone marketing.
Telephone invitation process.
When the information is filtered in place and accurate, we need to design the words and procedures more carefully, rather than just pick up the phone and open the phone, which will lose more customers.
01
Fully prepared
Environment: the environment is easy, don't make noise, don't disturb each other.
Hardware: fixed telephone, mobile phone, customer list, pen, water, lozenges.
Software: language training, call time.
Tools: dial the situation record (ABC classification for customers), group text messages (the company or activity that has been edited)
Personal: remember this activity content, the activity purpose, the speech is clear and powerful, the face is smiling.
Time period: the telephone invitation period should be 10:00-12:30, 14:00-17:30. Overtime 19:30-21:00, because this time the client is more free, willing to listen to the phone.
02
opening
Strange customers: people have a guard against mental state, if at first you don't know, you call the customer name, is all of a sudden, so in order to reduce the preparedness, immediately said, "Sir, madam, teachers, boss... "
Accurate customer: can understand the specific situation of the customer, and this specific situation is introduced by the person familiar with the customer, can directly address the name.
03
To introduce myself
Strange customer: the customer is not familiar with our brand and our activities, so we can directly say which brand we are, do activities and invite him to the scene. You can also rely on local credible units, such as the red star macaron and other shopping malls, TV stations and ## newspaper events, so that customers can have trust. Word: this is the first home exposition led by provincial TV station. I am XX, the customer service staff of hongxing mei kailong, and now I am working as the first brand XXX product of China building materials home tiles, making a banquet in XX festival.
Old customers: hello, Li Jie, I am xx of the personnel of the service: xiao li, thank you for your choose and buy our products, use for 3 months, what do you think of our products use smooth, what problems you have encountered? Ask one or two questions, immediately turn to let the customer turn introduced above to: Li Jie, thank you for your recognition of our XXX, XXX for the city now collect 20 sets of example room, do you have friends or his house before decorate, can go to the store, you then have a pleasant surprise.
Client: we will introduce our customer service staff. If it is XXXX's customer, we can say, "li jie, hello, I am xx's customer service. Did you buy our products in the first 10 days and feel satisfied with our products and services? After one or two problems, immediately into: sister wang, we are strategic cooperation with xx, class is very match, style is tie-in, bought a lot of customers, our products are chose to XXX, you can go to xx store to see, what are they doing this weekend activities, particularly high performance-to-price ratio, I recommend that you look at the past.
04
Value of the shape
In a short period of time, the core and the highest value of the product and promotion activities are presented to customers in concise language and volume. For example: "50 is polite, the order is $500, and the full amount is to send thousands of gold bars, eight days and seven nights in Thailand... To create high value through the value layer, and highlight the words "to present" and "to give" the word "lucky draw", to give the customer a real preferential feeling.
05
Centralized call
The principle of telemarketing is to "focus". - The number of phone calls of a person in a day is usually about 200, and a telephone list is 2000, and 4 people can play for 2 days.
- Create an interactive work environment where others are trying to make phone calls.
- If you share the pressure of rejection, you will all meet the situation where the customer refuses or even gets angry. When you smile, the pressure will decrease.
06
Locking requirements
1, time control: telephone invitation time control in 3 minutes, tone and coherence, with one of the products, at the core, the highest part of the sales promotion activity with concise language and logic statements to the customer, according to the customer response and feedback information to decide whether to send out invitations to shop. - Activity recommendation: activity + discount + gift, use different things to attract customers. Because a lot of people have called clients, or clients have seen similar activities in the mall, customers may say, "I have seen your activities, you are always doing activities and so on." At this time, we want to emphasize two points: preferential intensity, unlike other activities. For example: this event we are the President of the factory to make the profit, and you have been paying attention to the solid wood products. Our real wood is not less than 8 discount, this time is different, it may be less than 50% off, so you must come, really too preferential.
- Lock time: if the customer indicates that he is interested in the activity and wants to know, then we shall directly lock the time and participate in the store.
"Sister li, the day after tomorrow will be over. Will you come tomorrow morning or afternoon?"
"I'm not sure yet. Can I contact you when I'm free?"
"Sister li, that's fine. I'll remind you on Thursday or Friday to make sure of the time."
07
Accurate records
Prepare the registration form to make the phone call, and make different marks for all kinds of situations, such as unconnected, undecorated, decorated, hanging machine, empty number, effective communication and so on.
- Effective communication customers: call the end of the call and send out invitations immediately, and make a phone call and text message before the activity begins;
- Temporarily undecorated customers: as a medium and long-term tracking object, continuously send SMS to follow up the establishment of customers;
- Failed to connect and hang up the customer: after this list is finished, the person can call the unconnected and hang up the client again.
08
SMS tracking
1, the intention client: hang up within 1 hour after SMS reply in a timely manner, inform information products and activities, the activities on the day of the activity information sent again, respect the former, the latter do remind. - Undecorated customer: it is better to ask for the planned decoration time and send a care message once a week before the start of decoration, and call the store two weeks before the scheduled time to change.