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电话营销MAKINGSALESCALLByHazel东莞卡松机械设备有限公司Howtomakesuccessfulphonecalls一、打电话有什么好处？Whydoweneedtocall?1.直接2.高效3.了解客户，了解公司规模4.让客户了解自己5.增进交流二、打电话的意图清楚打电话的目的，希望达成怎样的效果A：开发新客户B：跟进客户1.报价后问看法2.订单状态3.需要报价的信息不足，要求客户提供4.询问对方公司详情，是否合适长期发展5.客户回复邮件后，打电话加深印象三、用什么打电话1.固话--信号稳定，声音清晰2.手机--随时随地，电话簿记录，方便跟进。3.Skype--网络电话，相对清晰，价格优惠4.中华通–网络电话，低价，稳定性较差使用固话与手机，客户可以看到来电号码，增加信赖度；若网速较快而稳定，可选择网络电话。四、打电话的时机①当地时间9：30以后②客户回复邮件之后世界时间表=%2B&query2=&query_2=%CA%B1%BC%E4%CB%D1%CB%F7“FailingToPlanIsPlanningToFail”五、打电话前的准备面对电话不知所措？紧张焦虑，无从下手？准备什么？①纸和笔，作记录（有条件可以准备录音）②把所有资料找全，整齐摆放在眼前，并在通话前过一遍。（客户的姓名读音、公司网站客户需要的产品的资料，报价单等）③打电话的目的（问进展，问对价格的看法）④尽可能想象电话情景与可能出现的对话。“FailingToPlanIsPlanningToFail”五、电话进行中。。A：前台英文标准，吐字清晰，且马上就给你转接。B：前台多番刁难，询问一二。C：前台顺利转接，但客户不在办公室。D：客户可能懂英文（给你发过邮件），但前台不懂英文。E：前台英文不好。A前台英文标准，吐字清晰，且马上就为你转接。Operator/Receptionist:ABCcompany，HowcanIhelpyou?You:Hi,Goodmorning!Thisis…from…IamcallingfromChina,MayIspeaktoMr.xx?Operator/Receptionist:Onemoment,please!B多番刁难，询问一二。Operator/Receptionist:ABCcompany，HowcanIhelpyou?You:Hi,Goodmorning!Thisis…from…IamcallingfromChina,MayIspeaktoMr.xx?Operator/Receptionist:Who?You:HazelfromChinaOperator/Receptionist:Fromwhere?You:ChinaOperator/Receptionist:Whatcompany?You:BBBcompanyOperator/Receptionist:Whatisthisabout?You:WearemanufacturerforXXX…IreceivedanemailfromMr.XXX.Operator/Receptionist:Onemoment,please…C前台顺利转接，但客户不在办公室。Operator/Receptionist:ABCcompany，HowcanIhelpyou?You:Hi,Goodmorning!Thisis…from…IamcallingfromChina,MayIspeaktoMr.xx?Operator/Receptionist:Onemoment,please!…………………Operator/Receptionist:HiHazelYou:yes?Operator/Receptionist:Mr.XXisnotattheoffice.CanItakeamessage?/Canyouleaveamessage?You:It’sok,Iwillcallbacklater.Canyoutellmewhenhewillcomeback?CanIhavehismobilenumber?Operator/Receptionist:Maybeyoucancallaroundthepopularhours.Let’ssay1p.m.?You:Thanks,Iwillcallback.Operator/receptionist:Thankyou~D客户可能懂英文（给你发过邮件），但前台不懂英文。Operator/Receptionist:Blahblahblah?(泰语，菲律宾，巴西……)You:Hello?MayIspeaktoMr.xx?Operator/Receptionist:Blahblahblah…..You:Hello?MayIspeaktoMr.xx?1.可能会转到会英文的部门，一直问，直到接通客户。2.可能直接挂断。E前台英文不好。Operator/Receptionist:Blahblahblah?(泰语，菲律宾，巴西……)You:Hello?MayIspeaktoMr.xx?Operator/Receptionist:Hello?You:MayIspeaktoMr.xx?Operator/Receptionist:Who?You:XXX..……..接通中…..Tips:网上搜寻客户名字在他国家的读音。A：欢迎你打来，态度温和有礼B：客户在忙，但很有礼貌，问你是否能另约时间。C：客户忙，不愿意多谈。D：客户忙或不忙都不愿多谈，总是引导电话结束E：客户不接F：客户英文不好，你听不清楚客户接通后A欢迎你打来，态度温和有礼You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:Oh,Hi!Howareyou?You:Thanks,Iamgood.Howareyou?Jim:Iamgood,thankyou.You:Didyoureceivemyquotation?/Didyoureceivemyemailyesterday?Jim:yes.You:whatdoyouthink?…….B客户在忙，但很有礼貌，问你是否能另约时间。You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:Oh,Hi!Howareyou?You:Thanks,Iamgood.Howareyou?Jim:Iamgood,thankyou.Listen.Iamalittlebusyrightnow.Canyoucallbacklater?You:yes.Thanks,Iwillcallyoubacklater.Whattimewouldbebetter?…….C客户忙，不愿意多谈。You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:yes?Whatisthisabout?You:Didyoureceivemyquotation?/Didyoureceivemyemailyesterday?Jim:No.Idonothavetimetocheck.Maybelater.You:wearemanufacturerof…andwesentyouquotationthroughemail.Canyoucheckandreplybytheemail?Sharewithusyourcomments.Jim:ok.Iwillcheck.You:Thanks.Haveagoodday!D客户忙或不忙都不愿多谈，总是引导电话结束。You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:Yeahyeahyeah..You:Didyoureceivemyquotation?/Didyoureceivemyemailyesterday?Jim:yeahyeahyeah…..You:Whatdoyouthinkoftheprice?Jim:Iamstillwaitinganswerfromcustomer.WillletyouknowonceIhavefeedback.You:Thanks.Jim:Yeahyeahyeah….E客户不接有没有偶尔一次，在你一遍又一遍练习想象与客户的对话之后，“整装待发”，客户没有接电话……..1.虚假号码2.放假没在办公室3.打电话时间不对Tips:先不要放弃，隔半小时后再打一次，连续三天。如果还是不接，就发邮件联系。F客户英文不好，你听不清楚。You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:Yeahyeahyeah..You:Didyoureceivemyquotation?/Didyoureceivemyemailyesterday?Jim:yeah，…..Waitingcustomer….You:Whatdoyouthinkoftheprice?Jim:…..High…..ButIamwaitingforthecustomer.…………………..You:Yes,Thankyou.Canyoureplybymyemailjustfortherecord?Jim:Yeahyeahyeah….“FailingToPlanIsPlanningToFail”五、电话后。。1.听录音，总结失败经验。2.研究学习客户用语3.回顾电话内容4.发邮件给客户（提醒客户你打过电话，与电话内容，要求的资料）DearMr.XXNicetospeackwithyouafewminutesago.……….……………………总结1.机会是留给有准备的人2.在心情愉快时打电话，以声音感动客户3.看准时间4.打开话匣子，切忌直接谈生意5.明确目的，围绕中心6.问题不要过多，一次解决1个大中心问题7.简短8.进行对话，而非独白，主角是客户。Wannabelikethem?Justpickupthephone…THANKYOU~