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Yami

Jingdong book

电话销售细节全书

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电话销售细节全书

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帮助读者以独特的开场白,激发客户的好奇心;巧妙击破客户的心理防线,赢得客户的信任;引导客户的心理需求,获得成交。
Content Description

本书介绍成功电话营销的细节,展示从沟通到成交的电话营销过程,以及电话营销成功的关键。
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第一章 有备无患,从常识武装到心理
——通话前的准备细节

细节1 明确电话销售的四个步骤
细节2 克服通话前的恐惧心理
细节3 拨通电话,便有奇迹
细节4 销售的成败不在于产品,而在于自己
细节5 通话前应做好的六项准备
细节6 了解对手才能做到知己知彼

第二章 以言动人,有效拉近与客户的距离
——语言攻关细节

细节1 用真挚的语言拉近与客户的距离
细节2 用美妙的声音叩开对方的心扉
细节3 用通俗的讲解赢得客户的信赖
细节4 电话销售中的该说与不该说
细节5 善用幽默化解困境
细节6 善用赞美套近乎
细节7 善用感谢接近客户
细节8 善用开场白激发客户的好奇心

第三章 破关斩将,直达关键决策人
——电话通关细节

细节1 慧耳识珠,越过没实权的人
细节2 见招拆招,应对强势秘书
细节3 摆高姿态,应对蛮横秘书
细节4 适时沉默,往往事半功倍
细节5 营造氛围,与前台搞好关系
细节6 巧用“回电”倒逼接线员
细节7 客户拒绝约访的应对策略

第四章 慧耳识珠,寻找潜在的目标客户
——客户开拓细节

细节1 准确辨别潜在客户
细节2 寻觅客户的17个利器
细节3 越了解客户,开发客户成功的概率越大
细节4 选择最佳的时间给客户打电话
细节5 主动帮助客户解决困难
细节6 会说更要会听
细节7 谎称“打错电话”赢得新客户
细节8 更好地服务优质客户
细节9 利用老客户发展新客户的技巧
细节10 利用新客户介绍客户的技巧

第五章 有的放矢,给客户一个购买的理由
——产品介绍细节

细节1 摸透产品功能,找准产品卖点
细节2 弄清产品属性,随时为客户答疑
细节3 相信自己的产品
细节4 真诚至上,不要刻意回避产品缺陷
细节5 不要在客户面前诋毁竞争对手
细节6 找出差异化,突显产品的核心竞争力
细节7 明确产品带给客户的利益
细节8 循循善诱,激发客户对产品的兴趣

第六章 步步为营,牵着客户的鼻子走
——引导客户谈话细节

细节1 有效提升你的说服力
细节2 相信自己,好产品一定能征服客户
细节3 引导客户说出自己的真实想法
细节4 巧用同理心获取客户的认同
细节5 善用提问挖掘客户的真实需求
细节6 了解客户潜在需求,激发购买欲望
细节7 正面说服不了,不妨转个弯
细节8 打消客户顾虑,给予适度承诺
细节9 用合作的态度避免争执

第七章 讨价还价,双赢才有未来
——价格谈判细节

细节1 报价要有弹性
细节2 应对客户讨价还价的技巧
细节3 为持续共赢,可给客户一个惊喜价位
细节4 拒绝客户开价过低的技巧
细节5 淡化客户认为价格过高的技巧

第八章 临门一脚,没有拒绝就没有成交
——促进成交细节

细节1 找出并化解客户的真实顾虑
细节2 多跟进一步,离成交更近一步
细节3 客户沉默时保持耐心
细节4 及时捕捉客户的购买信号
细节5 必须牢记的十四个成交法则
细节6 化解客户顾虑 ,促成成交的技巧
细节7 善用从众心理促成成交
细节8 强调现在购买的好处促成成交
细节9 善用激将法促成成交
细节10 善用“二选一”法则促成成交
细节11 善用假设促成成交
细节12 及时主动地提出成交要求

第九章 服务至上,培养你的终身客户
——售后处理细节

细节1 及时安抚客户购买后的消极情绪
细节2 售后回访技巧
细节3 用心回访,让买家成为你的忠实客户
细节4 回访不忘向客户推介新产品
细节5 切忌在客户面前评价其他客户
细节6 有效处理客户投诉的技巧
细节7 坚守承诺,做好售后跟踪服务
Book Abstract

人的恐惧是天生的,总是不时地担心这个担心那个,生怕什么事情做得不好,失去已经得到的东西。在恐惧心理的作用下,你往往会不断地拖延销售活动,可能就在你一拖再拖的时候,客户的需求已经被竞争对手所满足。没有人能完全消除内心的恐惧感,但如果你能建立起一种良好、积极的心态,就能够在恐惧心理来临的时候有效地克服它。你的积极和自信一定会打败内心的恐惧,你与客户的合作也会在你的努力下不断取得重大进展。
具体来说,电话销售人员的恐惧心理对于销售工作的顺利开展具有以下不利之处:
1沟通前犹豫不决
很多电话销售人员对与客户沟通感到恐惧,这就使得他们犹豫不决,迟迟不敢采取积极的行动,从而丧失与客户进行良好沟通的最佳时机,这是很多销售活动走向失败的一个重要原因。想想看,如果电话销售人员连给客户打电话都不敢的话,如何能开展与客户之间的沟通与合作?即使客户对他们的产品或服务有着强烈的需求,一切也是枉然。
2交流时慌乱紧张
如果电话销售人员怀揣着一颗恐惧之心去与客户进行交流,或者把与客户进行电话联系当作一件受人逼迫的事情,那么他们在与客户交流时常常会表现得过于慌乱和紧张,比如介绍产品时出现错误、回答客户问题时不够自信等。这些问题的出现必然会引起客户的不满和拒绝。在这种情况下,如果电话销售人员不能很好地调节内心的紧张情绪,其恐惧心理还会进一步加剧,会对他们的电话销售活动产生一系列的恶劣影响。
3被拒绝时消极沮丧
在电话销售实践中,很多客户往往一听到是电话销售人员进行电话访问就把电话挂掉或是推说没空。对此,勇敢的电话销售人员在遭受客户的多次拒绝之后仍然不放弃、不退缩,而心理素质较差的电话销售人员则会因为害怕而不知所措,甚至干脆放弃。
毫无疑问,销售的成功必定属于那些内心坚强勇敢、在困难面前毫不退缩的人,而那些遭遇客户拒绝就不知所措的电话销售人员,只有不断加强自身的心理素质、努力克服恐惧心理才能取得事业的成功。
正因为恐惧心理会对电话销售人员的工作造成如上不良影响,所以,与其在开发客户之前害怕、退缩,还不如鼓起勇气拿起手中的电话,信心百倍地与客户进行沟通。

【经典案例】
张天鸿是一名电话销售人员,虽然进入这一行已有几个月时间,但他仍时时害怕给客户打电话。因此,如果不是销售经理逼得特别紧,他是绝对不会主动给客户打电话的,更不会像公司里身经百战的销售人员那样主动给客户打电话。
但是,他越是逃避就越要面对。销售经理给他安排了一个任务,打电话给一位大客户××公司的李经理,而且现在有些竞争对手也在积极准备此事,因此一定要抓紧时间。
为了保证与李经理沟通时取得更好的效果,在打电话之前,张天鸿做了充分的准备,他搜集了大量有效的客户信息,清楚地了解到:客户公司长期以来都对同类产品有着切实需求,而且最近一家与该公司长期合作的竞争对手因为管理不善等问题已经停业,现在正是向该公司进行推销的最佳时机;李经理每天上午都不在公司,要想找到他,就要在下午2点之后打他办公电话;李经理性格随和、平易近人,与他谈话的人往往会感到很亲切,不过,一旦他对某些话题感到厌烦,他就不会继续浪费时间。另外,张天鸿还根据客户公司的需要准备了大量资料,以保证在客户仔细询问产品的相关信息时从容应对。
做好各项准备之后,张天鸿决定当天下午给李经理打电话,以免让竞争对手抢了先,到时无法向销售经理交代。下午2点30分,他拿起了电话,可是一想也许李经理现在刚刚进入办公室,万一李经理在路上遭遇堵车、心情不好怎么办?于是,他把电话轻轻放下了。到了3点的时候,张天鸿又犹豫了,他想李经理也许正在开会,被人打扰肯定会不高兴的……一直到下午4点,当张天鸿终于拨通电话的时候,接电话的是秘书,便告之李经理刚出去了,4点30分左右才能回公司。
张天鸿既害怕又期待地等到了4点30分,他想无论如何也要给李经理打电话了,否则今天将一事无成。他终于拨通了电话,就在电话铃响的时候,他心里还在想:如果李经理不喜欢自己,把自己当成一个不受欢迎的人该怎么办?如果李经理不愿意与自己通话又该怎么办……就在他暗自揣测的时候,电话通了,他急忙向李经理介绍自己,听完他的介绍,李经理表示:“现在已有好几个厂家与我们联系过了,而且我们已敲定其中几家展开合作,所以我们不打算再花费精力跟其他厂家洽谈了。”
听了李经理的话,张天鸿心里又是一阵慌乱,将自己之前准备好的应对方案忘得一干二净。于是,这次交流就在草草几句话之后结束了,销售以失败告终。

电话销售人员要想克服自身的恐惧,可参考如下做法:
1即使感到万分紧张,也要鼓起勇气克服内心的恐惧,否则,之前费心费力寻找到的潜在客户很快就会成为其他竞争对手的合作伙伴。
2在与客户沟通之前,应把自己定位为一个“能够帮助客户降低成本(或者解决问题)的人”,而不是不受客户欢迎的“入侵者”。
3当相关信息和资料准备充分后,马上打电话给客户,不要寻找各种借口一拖再拖。
4与客户进行初步交流之后,如果发现自己还有重要的事情没有说,应马上打电话或者发邮件和客户说清楚,不要拖到下一次再解决这些遗留问题。
Introduction

在电子商务日益普及的今天,微信公众号、自媒体等新型营销模式受到了很多企业的重视,其主要优势是覆盖面广,但由于它们过于碎片化,且受网络信号的限制,很容易被受众群体所忽略,难以达到事半功倍的效果。而电话营销作为一种便捷、常用的销售方式,其优势是能精准、高效地寻找潜在客户,与客户进行直接沟通,方便客户了解自己公司的产品或服务,同时了解客户的真实诉求并加以满足。基于此,电话销售作为一种主流的商业营销手段,日益得到广泛运用。
当然,正所谓“台上一分钟,台下十年功”,电话销售并不是动动手指头、张张嘴巴就能获得订单那么简单。当你拨打电话拜访客户时,也许打出100通电话,只有80个能接通,而在接通的这80个客户中,也许只有不到10个客户有耐心听下去。客户接通电话后,如果对电话销售的套路已经耳熟能详,为免受骚扰之苦,他们一般会直接拒绝,或者挂断电话,在这种情况下,电话销售的效果可想而知。这一残酷的现实,对一线电话销售人员的沟通能力提出了更高的要求。
在电话销售过程中,良好的沟通必须注意把握细节,只有注重并实践每一个细节,才能最终获得订单并达成交易。本书涉及电话销售的方方面面,经过精心提炼,主要分成以下几个部分:第一,明确打电话的目的,为了达到目的必须提出的问题有哪些,设想客户可能会提出的问题并做好应对准备;第二,用亲切的声音叩开客户的心扉,用独到的开场白激发客户的好奇心,用自信的语言赢得客户的信赖;第三,见招拆招,应对强势秘书,越过没有实权的人,直击关键决策人;第四,准确辨别潜在客户,选择最佳时间给客户打电话,主动帮助客户解决困难;第五,给客户一个购买的理由,真诚至上,不要刻意回避产品的缺陷,应突显产品的核心竞争力;第六,了解客户的真实诉求,明确产品给客户带来的利益,并给予适度承诺,激发其购买欲望;第七,价优物美两相宜,让客户认为物有所值;第八,消除客户的顾虑,主动提出成交;第九,做好售后服务,让客户成为忠实的用户。
书中穿插了大量通俗易懂的经典案例,帮助读者直击电话销售的障碍与弊端,教会你如何巧妙越过客户的心理防线,瞬间赢得客户的信赖,在愉悦友好的氛围中顺利获得订单。
本书可以说是电话销售人员的精明助手、得力秘书和高级参谋,能够有效帮助电话销售人员从平凡走向卓越,取得最佳业绩。

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Yami gift card balance does not have to be used up at once;

All rights reserved by Yami.

Return Policy

Gift card that has already been consumed is non-refundable.

Sold by JD@CHINA

Service Guarantee

Yami Free Shipping over $49
Yami Easy Returns
Yami Ships from United States

Shipping

  • United States

    Standard Shipping is $5.99 (Excluding Alaska & Hawaii). Free on orders of $49 or more.

    Local Express is $5.99 (Available in Parts of CA, NJ, MA & PA). Free on orders of $49 or more.

    2-Day Express (Includes Alaska & Hawaii) starts at $19.99.

Return Policy

You may return product within 30 days upon receiving the product. Items returned must be new in it's original packing, including the original invoice for the purchase. Customer return product at their own expense.

Sold by JD@CHINA

Service Guarantee

Yami Cross-store Free Shipping over $69
Yami 30-days Return

Yami-China FC

Yami has a consolidation warehouse in China which collects multiple sellers’ packages and combines to one order. Our Yami consolidation warehouse will directly ship the packages to your door. Cross-store free shipping over $69.

Return Policy

You may return products within 30 days upon receiving the products. Sellers take responsibilities for any wrong shipment or missing items. Packing needs to be unopened for any other than quality issues return. We promise to pack carefully, but because goods are taking long journey to destinations, simple damages to packaging may occur. Any damages not causing internal goods quality problems are not allowed to return. If you open the package and any quality problem is found, please contact customer service within three days after receipt of goods.

Shipping Information

Yami Consolidation Service Shipping Fee $9.99(Free shipping over $69)

Sellers in China will ship their orders within 1-2 business days once the order is placed. Packages are sent to our consolidation warehouse in China and combined there. Our Yami consolidation warehouse will directly ship the packages to you via UPS. The average time for UPS to ship from China to the United States is about 10 working days and it can be traced using the tracking number. Due to the pandemic, the delivery time may be delayed by about 5 days. The package needs to be signed by the guest. If the receipt is not signed, the customer shall bear the risk of loss of the package.

Sold by JD@CHINA

Service Guarantee

Free shipping over 69
Genuine guarantee

Shipping

Yami Consolidated Shipping $9.99(Free shipping over $69)


Seller will ship the orders within 1-2 business days. The logistics time limit is expected to be 7-15 working days. In case of customs clearance, the delivery time will be extended by 3-7 days. The final receipt date is subject to the information of the postal company.

Yami Points information

All items are excluding from any promotion or points events on Yamibuy.com

Return Policy

You may return product within 30 days upon receiving the product. Items returned must be new in it's original packing, including the original invoice for the purchase. Customer return product at their own expense.

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About the brand

Jingdong book

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About the brand

Jingdong book