11 Sales Skills Every Sales Representative Must Master 11個銷售代表都必須掌握的銷售技巧
Are you a businessman or sales representative? If yes, this blog might be very useful for you!
Telemarketing is not about picking up the phone and chatting with customers. Since the ultimate goal of this call is to meet customers and get orders, it is definitely important to use some telemarketing techniques to help you get your customers on-the-go faster. Here are 11 practical phone appointment tips, let's take a look!
您是商人還是公司銷售代表嗎？如果是，這篇文章可能對您非常有用！
電話銷售並不是拿起電話和客戶聊天，既然這通電話的最終目的是約見客戶，拿下訂單，當然有必要採用一些電話銷售技巧來幫助你更有效地約見客戶。下面例舉了11個實用的電話約見技巧，我們來看看吧！
Tip 1: Remember to smile
Speaking with a smile conveys a very pleasant feeling and customers will be in a good mood on the other side of that telephone conversation. Once the customer feel affinity, they tend to listen and believe to you more.
技巧一：讓自己處於微笑狀態
微笑地說話，聲音也會傳遞出很愉悅的感覺，聽在客戶耳中自然就變得更有親和力，讓每一通電話都保持最佳的質感，並幫助你更容易地博取客戶的信任。
Tip 2: Indicates that this conversation will not take up too much time
“Can I have 2 minutes of your time?”
In order to let the other party be willing to continue the call, the most common method is to ask for a two-minute listening time from your customer. When the person hears two minutes, he/she usually has the idea of "just two minutes anyway, just listen to it." In fact, do you really only talk for two minutes?
技巧二：表明不會佔用太多時間，簡單說明
為了讓對方願意繼續這通電話，我最常用的方法就是請對方給我兩分鐘，而一般人聽到兩分鐘時，通常都會出現「反正才兩分鐘，就聽聽看好了」的想法實際上。 ，你真的只講兩分鐘嗎？這得看個人的功力了！
Tip 3: Tone and voice pitch must be consistent
Generally, people always start their conversation in English. But once you get to know your customer, you’ll figure out what language they prefer. If you’re able to speak their native or preferred language, you’ll create a closer bond with your customers by making the conversation more casual.
技巧三：語氣，語調要一致
在電話中，開場白通常是以英語為主，但是假如對方的反應是以中文回答，我會馬上轉成中文和對方說話，有時英語，中文交替也是一種拉近雙方距離的方法，主要目的都是為了要「與對方站在同一個磁場」。
Tip 4: Make good use of the opening remarks
A good opening statement encourage your customer to participate in the conversation. Therefore, besides asking your customer to give you 2 minutes of their time, it is very important to know what you want to present next. To understand more about the other party's thoughts, you may ask them: " What are your opinions on the recently launched products?"
技巧四：善用電話開場白
好的開場白可以讓對方願意和業務人員多聊一聊，因此除了「耽誤兩分鐘」之外，接下來該說些什麼就變得十分重要，如何想多解對方的想法，不妨問：「最近推出的投資型商品，請問您有什麼看法？」諸如此類的開放式問句。
Tip 5: Use the techniques of pause and retention
When we want to lock down an appointment with our client and we need them to set a time and place, we can use the pause technique. For example, when you ask the other person: "Do you like morning or afternoon?", give a pause and let the other party answer you. By using the pause technique, you can make the other person feel respected.
On the other hand, retention technique can be used when you encounter questions that are inconvenient to be explained on the phone or a difficult question that you may need time to find out the answer. For example, when the customer inquire about rates over the phone, you can tell them it would be better to set an appointment and discuss face-to-face as calculations will be given to them. Keeping the discussion until the appointment day is also a skill to secure your appointment.
技巧五：善用暫停與保留的技巧
什麼是暫停當業務人員需要對方給一個時間，地點的時候，就可以使用暫停的技巧比如，當你問對方：「？您喜歡上午還是下午」說完就稍微暫停一下，讓對方回答，善用暫停的技巧，將可以讓對方有受到尊重的感覺。
至於保留，則是使用在業務人員不方便在電話中說明或者碰到難以回答的問題時所採用的方式，舉例來說，當對方要求業務人員電話中說明費率時，業務人員就可以告訴對方：「這個問題我們見面談時，當面計算給您聽，比較清楚」，如此將問題保留到下一個時空，也是約訪時的技巧。
Tip 6: Keep your body straight, talk while you stand or close your eyes
If you call 20 customers a day, you can't be sitting at your place the whole day! Try to straighten your body or stand when you talk. You can feel that your sound will become more energetic and the effect will be better. Sometimes you can close your eyes when you talk so that you won’t be affected by the external environment.
技巧六：身體挺直，站著說話或閉上眼睛
假如一天打二十通電話，總不能一直坐著不動吧試著將身體挺直或站著說話，你可以發現，聲音會因此變得有活力，效果也會變得更好！有時不妨閉上眼睛講話，讓自己不被外在的環境影響答話內容。
Tip 7: Use open questions and keep asking questions
Asking customers questions can lengthen the conversation time. Most importantly, this allow you to understand the real thoughts of your customers and help you make judgments.
You may use: "May I ask you a simple question," "Can you please tell me why did you come up with such an idea?" and other questions to encourage customers to continue the topic.
技巧七：使用開放式問句，不斷問問題
問客戶問題，一方面可以拉長談話時間，更重要的是了解客戶真正的想法，幫助業務員做判定。
不妨用：「請教您一個簡單的問題」，「能不能請您多談一談，為何會有如此的想法？」等問題，鼓勵客戶繼續說下去。
Tip 8: Re-emphasize that you let your customer make the decision
In order to allow customers to agree to meet with you, the words "at your convenience" and "you may decide" allows customers to feel that you are not too pushy. As a result, the chances of securing an appointment will be higher.
技巧八：一再強調您自己判定，您自己做決定
為了讓客戶答應和你見面，在電話中強調「由您自己做決定」，「全由您自己判定」等句子，可以讓客戶感覺業務人員是有質感的，是不會死纏活纏的，進而提高約訪機率。
Tip 9: Emphasize the function and uniqueness of the product
"This product is very unique. We can fully explain it to you when we meet up as you would be able to understand better..." In the conversation, emphasis on the uniqueness of the product, tell them you can meet up at their earliest convenience so that customers are willing to give you their precious time. Avoid jargon when explaining to them as it will make your audience lose interest in meeting you.
技巧九：強調產品的功能或獨特性
「這個產品很非凡，必須當面談，才能讓您充分？解.........」在談話中，多強調產品很非凡，再加上「由您自己做決定」，讓客戶願意將他寶貴的時間給你，切記千萬不要說得太繁雜或使用太多專業術語，讓客戶失去見面的愛好。
Tip 10: Ask questions and let your customer choose between two options
This can ease your customer in making choices and can help you in securing appointments. For example, "Do you want me to make a visit in the morning or afternoon" and "Which day do you prefer? Wednesday or Thursday?"
技巧十：給予二選一的問題及機會
二選一方式能夠幫助對方做選擇，同時也加快對方與業務人員見面的速度，比如「早上或下午拜訪」，「星期三或星期四見面」等問句，都是二選一的方式。
Tip 11: Prepare for the next meeting
When you are about to hang up, you must ask your customer when is the right time for you to follow up. Otherwise, if you call the customer without a prior appointment will make the customer feel that you are rude. If you must call, be prepared and use the right words to divert the attention of the customers.
技巧十一：為下一次開場做預備
在將要掛斷電話的時候一定要和客戶約定好下次電話訪談的時間，否則冒昧的在未知會客戶的情況下打電話給客戶，會讓客戶覺得你很沒禮貌。如果一定要打的話，就要先想好說辭，轉移客戶的注意力。
We hope that these techniques can help you to close sales effectively! Good Luck!
我們希望這些技術可以幫助您有效地完成銷售！加油！
