When the impact of a large number of promotional advertisements has become the main source of cost waste, accurate phone and SMS marketing have become an important magic weapon for merchants to win the terminal. However, for consumers, phone calls and SMS marketing are always regarded as spam or harassment.
In such a market environment, how can phone and text message marketing be done well so that consumers will not regard it as spam or harassment and effectively reach their minds?
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14 things to note about telemarketing
1. Make sufficient preparations before making a call (including mentality, pen, paper, water glass, and list).
2. When making a call, your mind must be clear, and you must be enthusiastic, generous, friendly, and sincere.
2. Get straight to the point, be straightforward, and avoid wasting the customer's time. Because you don’t know under what circumstances the customer answered the phone. When customers are busy, if you beat around the bush and waste their time, you will arouse resentment.
3. No matter how you feel, never be rude to customers.
4. When making a phone call, you should speak clearly, clearly, and logically, and you should stand firm and not be specious.
5. Within 10 seconds of making a call, let the customer understand what benefits your call can bring to the customer.
6. The speech should be focused, and the important parts should be emphasized to make it sound more powerful.
7. Sound professional, speak forcefully, be humorous at the right time, laugh heartily, and ease the tension between host and guest.
8. Absolutely believe that your product is suitable for customers, and introduce the benefits of the product to customers in detail.
9. Call the other person by name with enthusiasm. Mention the other person's name in two or three sentences to appear friendly.
10. On special holidays, express blessings during the phone call.
11. Try to use less professional terms and "um, this, then" etc.
12. Remember not to read text materials word for word and become a mouthpiece for reading from the script.
13. Tell customers your name, phone number, and store address so that customers can contact you at any time.
14. We should say blessings before hanging up the phone. We can only hang up after the customer hangs up.
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Telemarketing standard phrase template
The specific process of telemarketing is:
(1) First phone call
1. How to open a phone call with a stranger: Mr.××/Ms./Boss! Hello! I am the little king of XX Ceramics. I am calling you today to tell you some good news. This is like this. Our XX Ceramics is conducting a XXXXXX promotion. Have you ordered the ceramic tiles for your home? (If the other party says it’s been decided, just say, sorry to bother you. If the other party says it’s undecided, just go on.) That’s just right, you’ve come across our event, which is organized by manufacturers across the country. In the joint promotion activities, many products can enjoy factory direct price, which is more than 20% lower than the usual price. If you place a deposit of XXX yuan or more, you can draw red envelopes, smash golden eggs, and get gifts. Our event has started. This is a rare opportunity. When will you come to the store in the next two days? (When you enter the store, you will receive an exquisite gift provided by the manufacturer)
2. Opening phone calls for customers who have entered the store:Mr.××/Ms./Boss/Brother/Sister! Hello! I am the little king of XX tiles, do you still remember me? I’m calling you today to tell you good news. Our ×× ceramic tile manufacturer is conducting a nationwide promotion. The product you were interested in in our store happened to be in our event this time. It turns out that it is not × × yuan? Now it only costs ×× yuan! In addition to this product, we also have a variety of products that enjoy direct factory prices. During the event, you can also draw red envelopes, smash golden eggs, and cash prizes are waiting for you when you buy bricks. With so many discounts, I thought of you immediately, and I sincerely hope you don’t miss this opportunity. Do you think you have time these two days? I will wait for you in the store? (Then confirm the demand. If you are in need, set a time to come to the store. If you are not sure when you can come, push a text message. Use the text message to enter the store and receive a beautiful gift. After sending the text message or WeChat, follow up again)
After the first phone call, you will encounter some different questions and how to answer them. The specific methods are as follows:
1. Will ask about the specific content of the activity. Do you want to tell it? (Customers who ask this question are more likely to have purchase needs. If our preferential policies are indeed much more favorable than before, we might as well state the content of the activity directly. If the benefits are not big enough, we can respond in a roundabout way. techniques)
Answer: Sir, that’s right, doing activities must bring discounts to consumers, right? No matter how big or small you are, I guarantee that you will make good money when you come. Besides, this is our manufacturer's operation and a national event. If you take time out of your busy schedule to come over and find that there is no discount, I will not only lose you. Customer, and you will think there is something wrong with my character. Do you think so? And you must have heard of our brand’s reputation, right? The frequency of our activities has always been very low, so it’s rare to take advantage of this event’s discount. You can come and take a look! If you miss this time, you don’t know how long you will have to wait. I really don’t want you to miss this opportunity for this big event?
2. I am on a business trip, have no time, and don’t care about the intensity of my activities. (Customers who answered in this way indicate that they are relatively wealthy people and do not care much about whether there are discounts. From this answer, it can also be judged that the possibility of demand is relatively small, because people are always a bit greedy for small things. Cheap mentality. For such problems, we can adopt the strategy of praising first and then guiding and informing)
Answer:Okay, thank you! Presumably Mr. must be a person with strong financial strength and very particular about quality. Although it doesn’t matter if we don’t have time this time, we just want to tell you that the manufacturer is celebrating the company’s x anniversary and wants to thank new and old customers for their continued support of the company. , the company held such an honest ×× new and old customer feedback event nationwide for the first time. For high-end customers like you, we also have a full set of measurement, design and paving guidance services to help you build a beautiful home more quickly and efficiently. Home. If you have time, be sure to come to our store and have a look. There will definitely be products you are satisfied with. Wish you a happy life again! (Continuous follow-up will be done later)
3. Let’s take a look and say, I don’t really believe in the intensity of the activity. < br />
Answer: Sister/brother! Do you still have any doubts about this event? Could you tell me your concerns? Our activity this time is targeted at the whole country, and its intensity and impact are particularly large. ×× Ceramics is the king of cost-effectiveness in the ceramic tile industry. It is impossible for us to get the top ten ceramic tile brands in China.Reputation is a joke, right? And there’s no need for me to risk my credibility. So I suggest you find a time to come and take a look. I will arrange for a dedicated person to receive you and give you a detailed introduction to our products and the preferential policies for this event. I hope you don’t miss it!
4. There are too many activities and I am not interested. (First of all, we have to judge whether the customer still has needs. If there is no need, we can politely end the response. If there is need, we can use reasonable explanations and comparisons to persuade. )
Answer: Sir, it is true that the activities are so intensive now that our customers are very disgusted, but having said that, you always have to come out to buy and compare, so it is not a bad opportunity to take this opportunity! What's more, this is a national event held by our manufacturer, which is a real discount and profit for customers. First-line big-name manufacturers directly supply special prices. In addition, when you place an order, you can get a thousand yuan cash prize, and you can get a golden egg as a gift. It's so good. I really don’t want you to miss this opportunity!
⒌Have a joking attitude. (This kind of customer is a boring type who looks for trouble, so just politely refuse. You can also treat them with humor)
Answer: Brother! You are such a humorous person! Why don't you come to our place on the day of the event to support us? Let me introduce to you the products and event preferential policies. Maybe there will be products you like? When you buy it home, your wife may praise you for buying something good!
⒍ Tell me directly what is the lowest price? Don’t say much else! (This type of customer is a relatively direct type, so just deal with it directly. Praise him first, then explain the discount to him as much as possible, and keep instilling that this time is very affordable, "You make a lot of money." ”)
Answer: Sister/brother! I hear that you must be a very cheerful person in life, so let me tell you the truth, the discount this time is definitely the lowest price ever (tell about × benefits points of the activity), I suggest you not to miss this This is a great discount. I am also a very straightforward person. How about you set a time to come and have a look? What do you think?
7. I feel disgusted with repeated harassment. < br />
Answer 1: Sir/Madam, I’m really sorry if it bothers you. We have no other intention. We just want to tell you good news. This is a nationwide joint promotion led by the factory. Activities, great discounts, if you have decoration needs, I hope you will not miss this rare opportunity, because it is not easy to buy good products at such a low price, right? If you really don’t have any needs, I’m sorry to bother you! I also wish you a happy life!
Answer 2: Sir/Madam, I'm really sorry to bother you, because our discounts for this event are very large and the time is limited. We are afraid that we did not notify this discount in place, so there are many We would like to remind potential customers repeatedly that it may be that the previous customer service staff made mistakes in remarking your information. I am very sorry for this and wish you a happy life!
8. Where did you get my phone number? (This type of customer is divided into two types, which should be judged by the tone of voice. One type has needs and just asks how the phone number was known to you, just to understand; the other type has no needs and is relatively Disgusted, angry way to ask)
Answer 1: Sir/Madam, that’s it! Your phone number may have been collected by our salespeople from relevant places. Seeing that your family may have needs in this area, let us introduce this promotion to you. It seems that we are quite destined, right? For this rare fate, you should come and find out more. Moreover, our event is a nationwide linkage event led by manufacturers, and the discounts are very strong. Do you think you have time in these two days?
Answer 2: Sir/Madam! That’s what it looks like! Maybe our salesperson who runs the community collected it from the community. Sorry to bother you. The main reason I called today is to tell you about this rare promotion. If it does affect you, I'm sorry! I also wish you a happy life!
9. I am on a business trip and have no time. (There are two situations for such customers, one is a scammer, and the other is someone who really doesn’t have time. But when it comes to this, it means that they basically have needs)
Answer: Sir/Madam, it seems that you are a busy person! I’m calling to tell you good news. Our XX Ceramics is holding a manufacturer-led national XX promotion. If you have decoration needs at home, this is indeed a rare opportunity for you. If you are not at home on a business trip, I You can add your WeChat account to send the discount information of the event to your mobile phone, and then let your family members come to the store to take a look. Do you think this is okay?
10. I’m driving and don’t have time!
Answer: Okay! on your wayBe careful, I will call you or send you a text message later to inform you of the event preferential policies in detail. Wish you a happy life!
11. If the customer says you call again, I will file a complaint against you. (This type of customer is already very angry, so comfort and apologize first, and then hang up the phone politely)
Answer: Sir/Madam, I’m really sorry to bother you. Please don’t be angry! The reason why I am calling you is because I really want to introduce you to this extremely discounted event. I hope you will not miss this opportunity. If it is true that you have no need in this regard, we will not bother you again. Anyway, I wish you a happy life!
12. Your stuff is too expensive!
Answer: Sir/Madam, it’s like this. If anything is expensive, there must be a reason for it to be expensive, right? When we buy things, we can’t just compare them based on price, right? We will comprehensively consider its quality, materials, craftsmanship and after-sales service. These things are actually costs, so from this aspect, the slightly more expensive products of our brand just mean that all aspects must be done. Better, wouldn't you say? If you just buy some cheap things and spend money, but you can't buy it with confidence, then won't the cost you pay be higher? But you are so lucky. This time we have caught up with the XX event we are holding across the country. Now when you enter the store, you will receive gifts. When you place your order, you can also draw red envelopes and smash golden eggs to receive electrical appliances. With such a huge discount, we will also give you gifts this year. Only this time. So do you think you have time to come over and take a look in these two days?
13. Quality problems occurred and were not resolved. (This involves after-sales service)
Answer: Sir/Madam, I am really sorry for not being able to solve the problem for you in time. May I ask where the quality problem in your home has not been solved? I'll register it for you here, and I'll contact you later and make an appointment with the after-sales technician for a home inspection. Thank you for your understanding.
14. The house has not been decorated yet.
Answer: You can come and take a look first. We hold such a national joint promotion once a year. You decide first and we can help you guarantee the price throughout the year, and we guarantee that the price is the lowest throughout the year. . By the way, which community are you from? Let me see if we have a model house there? You can go and take a look at our model house first. We have not built a model house there but customers are decorating it. I will send you the address then so you can go and see the effect and quality. After all, decoration is a big thing. , you usually pay less attention to large durable goods like this, so forIn order to choose a product that makes you satisfied and has no regrets, I suggest you spend a little time to look and compare.
Note: (1) If a customer comes to the store to receive a gift, he or she must make an appointment at a specific time: Which day do you think you are free? Then make an appointment for a specific date. When the agreed date arrives, call the customer in advance to remind them; (2) Pay attention to the interaction with the customer and talk about more topics to increase intimacy; (3) Those who are very interested and need to know through text messages. Follow up with a targeted text message after the call.
(2) Follow-up phone call
Opening chapter: Mr. ××/Ms./Boss/Brother/Sister! Hello! I am Xiao Wang from XX Ceramics. I called you yesterday/two days ago. Do you still remember? I don’t know if you have received the text message (WeChat) I sent, (if the other party says they have received it, we can continue talking) Oh, you also know the content of the event. Do you think you have time to come to the store today or tomorrow? You are here to participate in our event. I can arrange someone to receive you. (If the other party tells the time of coming, we can say) Okay, I will send our detailed address to your mobile phone later. The whole family of ××tiles is looking forward to your visit. I wish you a happy family and a happy life. ! Thanks! (smile)
Note: After the follow-up call is made, and the customer is sure to come, send a confirmation text message.
(3) Confirmation phone number
Opening Chapter: Mr. ××/Ms./Boss/Brother/Sister! Hello! I am the little king of XX Tile. I am calling you now to confirm with you when will you come over today? How many of you are coming with you? I'd better prepare in advance.
Next, say different words according to different situations:
1. Say to the customers who have confirmed entering the store: Okay, please give me a call when you get here so that I can go and greet you! (smile)
2. Say to the hesitating customer: How about this? Since you are so interested, can I arrange a car to pick you up? This is also our sincerity!
3. To the customers who reported that they were not available to come: That’s really a pity, because this is a nationwide linkage huge discount event held by our manufacturer, and the discount is the only one in a year.This time, do you really want to see if you can try your best to make time to come over? Can your wife or family or friends come over so that I can apply to the factory headquarters to reserve a spot for you?
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SMS Marketing Standard Words Template
(1) The first targeted text message (WeChat)
Template 1
This template is used when customers are very tired of the frequent activities and no longer trust the authenticity of the activities and the actual benefits they will bring to them.
Mr.××/Ms./Boss/Brother/Sister! Hello! I am Xiao Wang from XX Ceramics who just called you. Many of our products in this event enjoy factory direct price. The price is more than 20% lower than usual, and it is the lowest in the whole year. In addition, enter the store. Just give gifts, you can draw red envelopes and smash golden eggs to get home appliances when you place an order. This event is the largest event this year and the biggest discount in the past three years. I am confident that you can enjoy first-class products and second-class prices. If you buy this year If it’s cheaper, I promise to refund you 5 times the price difference. If I don’t have confidence in this activity, I don’t have the confidence to say this. After all, if I let you take the time to come over and disappoint you, I will also lose you as a customer and make you think I have a problem, so I sincerely hope you can come over!
Template 2
This template is used to promote the content of this event to potential customers, so as to create interest in the event in a way that creates value and facilitates subsequent follow-up.
Mr.××/Ms./Boss/Brother/Sister! Hello! I am the little king of XX Ceramics who just called you. In order to celebrate the XX anniversary of the founding of the company, XX Ceramics is hereby organizing this honest × The store will give you an exquisite gift provided by the manufacturer, and you can draw red envelopes and smash golden eggs to get home appliances when you place your order. The whole event can be discounted by more than 3,000 yuan. This is an ×× event, and it is a factory in ×× year.The celebration is a rare opportunity, I hope you can seize it. In short, if you give me a trust, I will bring you a surprise.
Template 3
To impress customers with sincerity has always been the most effective and warmest sales method.
Mr.××/Ms./Boss/Brother/Sister! Hello! I am Xiao Wang from XX Ceramics who just called you. What I want to tell you is that this kind of activity is not the usual so-called activities, but the 18th anniversary celebration event organized by XX by Foshan manufacturers. Various factories The special products are directly supplied, and the price is guaranteed to be the lowest throughout the year. When you enter the store, you will receive an exquisite gift provided by the manufacturer. When you place an order, you can draw a red envelope and smash a golden egg to receive home appliances. The entire event can save you more than 3,000 yuan. This is ×× This event is also the 2018 factory celebration event. It is a rare opportunity. I hope you can seize it. In short, if you give me your trust, I will bring you a surprise.
Template 4
If the details of this event have been explained clearly during the call, and the customer has made it clear that he/she is interested, we can resend this text message.
Mr.××/Ms./Boss/Brother/Sister! Hello! I am Xiao Wang from XX Tile who just called you. Thank you for your patience in answering my call. Our event is the XX anniversary celebration held by the Foshan headquarters manufacturer by XX. A variety of special products are directly supplied from the factory. The price is guaranteed to be the lowest throughout the year. When you enter the store, you will receive an exquisite gift provided by the manufacturer. You can draw red envelopes when you place an order. Smash the golden eggs to get home appliances, and the entire event can save you more than ××× yuan. I will add your WeChat account later and send the details of the event to your WeChat account. You can use your WeChat account to enter the store and receive a beautiful gift provided by the manufacturer. We look forward to meeting you at this event and looking forward to creating a healthy, warm and happy home environment for you. Your home consultant: Xiao Wang.
(2) Targeted follow-up text messages
Template 1
It is more about impressing consumers with the sincerity of sales staff in order to change consumers' stubborn resistance mentality..
Mr.××/Ms./Boss/Brother/Sister! Hello! I am the little king of XX Tile who just called you. After much thought, I think I still have to fight for it. Firstly, for myself, and secondly, I hope that you can enjoy this rare opportunity. Maybe you are worried about coming. If you can't choose a product that suits you, you don't have to worry at all. Because our products are very rich, there is always something you like. Even if you really don’t like it, we will still respect your choice. There will be no loss for you and you will have one more choice. From me From a personal perspective, I very much hope that after you buy our products, you can say from the bottom of your heart that our products are good and that I am a good person. In short, if you give me trust, I will definitely give you a surprise and satisfaction!
Template 2
Remind the message again before the event to deepen their impression.
Mr.××/Ms./Boss/Brother/Sister! Hello! I am the little king of XX tiles. First of all, thank you very much for your support of our XX tiles! Our store is located in XXXXXXXX and we sincerely look forward to your arrival. I hope you can choose your favorite products in this 19th anniversary new and old customer feedback event held by the manufacturer. My phone number is: ×××, thank you again for your support! Your home consultant: Xiao Wang.
Next, use different words according to different situations:
1. Send a message to customers who have confirmed entering the store:: Mr. ××/Ms./Boss/Brother/Sister! I am the little king of XX tiles. First of all, thank you very much for your support of our XX tiles! This XX tiles "Integrity XX·Brand Happy Shopping" event is held in XXXX. We sincerely look forward to welcoming you. is coming, and I hope you can choose your favorite products at this event. Please call us when you get here so we can greet you. The consultation phone number is ×××××, thank you again for your support! Your home consultant: Xiao Wang!
2.Send a message to the hesitating customer: Mr. ××/Ms./Boss/Brother/Sister! I am Xiao Wang from XX Ceramics who just called you. First of all, the event held by our manufacturer this time is different from the usual activities. It is a celebration of the XX anniversary of the establishment of XX Ceramics. It is to thank the people of XX for their support of us. This is a gratitude feedback activity for your support and trust, so you can feel the great discount. Secondly, ×× ceramic tiles are first-class in the industry in terms of products and services. In particular, our brand is the only one in the industry that has obtained patented anti-bacterial and anti-fouling technology. brand, which is why many of our old customers are willing to introduce customers to us. For example, Mr. Li, an old customer of ××community×building×unit, introduced us to two customers yesterday. In short, this event was truly first-class. Products, second-rate prices, spend the least money to buy the best products, enjoy the best services, I very sincerely hope you and your family will come together!
3. Send a text message to customers who have no time to enter the store:: Mr. ××/Ms./Boss/Brother/Sister! I am the little king of XX Tile who just called you. Thank you very much for answering my call. Our event is a gratitude feedback event for the ×× anniversary of brand ceramic tiles. The price is directly supplied from the factory, guaranteed to be the lowest throughout the year. When you enter the store, you will receive a beautiful gift provided by the manufacturer, and you can draw red envelopes when you place an order. Smash the golden eggs and get home appliances for free. The whole event can save you more than ××× yuan. This opportunity is very rare. If you really have home decoration needs, please reply so that I can apply for a reserved quota with the factory headquarters. If you apply, I will contact you by phone, thank you! Although you are busy at work, please take care of your health! thank you!
Of course, no words can be fixed once and for all. It is necessary to continuously adjust and optimize the phone and SMS marketing content according to the actual situation of customers in the practice process in order to achieve the best marketing effect.
Author: Teacher Xiaoxiao
