【文章內(nèi)容簡介】 from ABC pany. I read your Los Angeles Times Apirl that your pany have open 2 new store. I’d like to talk with you regarding how we can assist you with your car DVD and car Audio.　　關(guān)注一下客戶的當(dāng)?shù)匦侣劊P(guān)注我們客戶的行業(yè)，比如行業(yè)商機，新聞，競爭對手。　　比如我們獲悉客戶當(dāng)?shù)鼐W(wǎng)絡(luò)機房改造，我們就可以用以下的話暖場　　“Mr Deniel，This is Wolf from ABC Company. Your pany recently acquired XXX data center update project.　　I’m calling to discuss how we can save your cost and your time.”　　用電話預(yù)約來粘住客戶讓客戶無法拒絕你的來電　　通常直接打電話預(yù)約很容易被拒絕，客戶常常會臨時取消預(yù)約，因為推銷員通常不在客戶業(yè)務(wù)生活安排的優(yōu)先考考范圍。我們用語音留言的方式就可以避免被客戶直接拒絕的問題?！　　癏ello, Bill. I’m looking forward to speaking with you at 4:00 today about an efficent way of reduce your purchase cost and marke development problems.”　　打電話的時候直接打客戶的公司總機，不要直播客戶的直線電話或者分機。　　(有沒有詢盤都適用。以后會講讓前臺成為你的幫手。那是殺招?！　∽尶倷C接線員幫你留電話語音留言給客戶。語音留言的時候不要留下你的電話號碼，這樣客戶沒有你的電話號碼他就不會給你打電話取消預(yù)約。西方習(xí)慣就是沒有取消的事情就是默認(rèn)許可的事情。)　　二、殺通過電話殺入對方公司內(nèi)部，讓對方公司前臺接線員為你服務(wù)。 我們做業(yè)務(wù)的是不是都一心想找采購？是不是經(jīng)常會直接說，我們看看下面的情景會發(fā)生什么情況？　　情景1：　　業(yè)務(wù)員：“Good would like to speak with your manager of purchase. Is that person in office?”　　接線員：“Who is this? Who are you? What is this about?”　　這樣打電話通常會遭到接線員的拒絕和抵觸?！　?如果說有緊急事情要商量呢？會什么結(jié)果？或說是他朋友？　　你是朋友就能說出名字，說不出名字就死定了。)　　情景2：　　業(yè)務(wù)員：“Good morning,Oh,You have a lovely is Wolf from ABC pany and I’d like to speak with your purchase manager. Would you be a sweet heart and connect me over?”　　接線員：“What? I can not help you unless I know what is regarding.”　　這樣想通過恭維接線員來達到找采購的目的，也常常會被拒絕，接線員看不到你，不知道你有多帥，這樣恭維如同找死　　情景3:　　業(yè)務(wù)員：“This is Wolf from ABC pany. Connect me with your director of purchase.”　　接線員：“Who are you with? Do you have the person’s name that your are looking for? If you have no, I can not connect for you.”　　如果不知道對方公司聯(lián)系人名，直接打電話找人，也會遭到拒絕?！　∧敲慈绾螝⑷?？　　我們用以下技巧：讓你的聲音友好，語速稍慢，聽起來專業(yè)像老板身份或有決定權(quán)的人打來電話。　　注意打電話的時候不要透露公司名，因為如果你不是大牌公司，人家也不認(rèn)識。電話撥通后….　　接線員：“Good morning. KKK pany. How can I drect your call?”　　業(yè)務(wù)員：“Good morning. This is Wolf and I need you direct me to import department,please.”　　接線員：“What is this in regards to, Mr. Wolf?”　　業(yè)務(wù)員：“This is about our business relationship with your firm.　　We are the developer and exclusive provider of 6 Disk Car DVD player.　　I39。d like to set up a time to talk with your import manager to determine whether or not this new design product will be of benefit to KKK you connect me, please?”　　接線員：“Is he expecting your call?”　　業(yè)務(wù)員：“Well, no, not exactly.”　　接線員：“Hold on please.”　　如何獲得對方公司負(fù)責(zé)人姓名？通過以下技巧獲得：　　只問對方負(fù)責(zé)人姓名，不讓用接線員轉(zhuǎn)接。僅僅進行火力偵察。一句簡短的話即可。適用于第一次接觸開發(fā)的公司?！　≌?guī)公司通常不會隱瞞他們的負(fù)責(zé)人，這樣往往會從接線員那里獲得有效信息。 記住只問人，不要讓前臺轉(zhuǎn)接?！　I(yè)務(wù)員：“Hello,This Wolf from ABC pany and I would like to find out who your pany director”　　接線員：“Mr David is the director”　　獲得姓名后如何聯(lián)系對方？過一天再通過以回復(fù)電話的技巧讓接線員轉(zhuǎn)接?！　I(yè)務(wù)員：“Hello, This is Wolf. Mr David want me give him a callback today. Is he in”　 或者“This is Wolf. I’m returning David’s call. What’s the best time to catch he in?”　　這樣接線員幾乎都不會拒絕為你轉(zhuǎn)接電話?！　夤镜慕泳€員接到電話的時候通常會自報姓名。這個時候?qū)I(yè)，準(zhǔn)確，誠懇的聲音來打電話，　　會讓你順利接通客戶。比如：　　接線員：“KKK Company（或David office）This is Jeny.”　　業(yè)務(wù)員：“Hi, Jeny, I’m trying to reach David.　　接線員：“Hold on please.“　　也可以這么說　　業(yè)務(wù)員：“Jeny! David called me earlier. I’m trying to reach him, and I hope you can help me out. He said to call him at ten, but I haven’t been able to get in touch with him. Do you mind paging him, or should I call back this afternoon? ”　　接線員“Hold on please”　　三．奪　　打電話就需要從客戶那里獲得有價值的回應(yīng)，這就需要設(shè)計高質(zhì)量的互動問題來提問.　　通常新手通常找對方公司聯(lián)系人的時候往往會這么說，這類問題幾乎等于找死：　　情景1：找不對人，被直接拒絕　　業(yè)務(wù)員：“Who is the purchase manager of your pany?”　　客戶：“Non39。t me, you will have to call to someone else. Bye.”　　情景2：質(zhì)問性的語氣，被直接拒絕　　業(yè)務(wù)員：“Why can’t you pany change supplier? Our price is better.”　 客戶：“That’s our policy. Sorry I can’t help you anymore. Bye”　　情景3：祈求性的語氣，被直接拒絕　　業(yè)務(wù)員：“Can you change or add a new suppliers anytime，our price is beter.”　　客戶：“No, that’s a lot of hassle and we just went through it with our current one.”　　很多朋友都問，我PI都發(fā)了，為什么客戶還不下單，為什么不下單？　　客戶不喜歡被勸導(dǎo)要買什么，或做購買決定?？蛻舨幌聠瓮ǔＪ菍λ鲞@個購買決定的正確與否持不自信態(tài)度，猶豫不決，他不太肯定自己是否可以盈利,或?qū)κ袌鲂判牟蛔??！　?生活中我們?nèi)绻J(rèn)為自己的購物決定是正確的，我們會不出手買嗎？想一想，客戶是人，一樣的心理。　　主要是如何改變他的這種心理，讓他認(rèn)為買是值得的，很愿意買)　　高質(zhì)量問題的設(shè)定方法：　　我們打電話的目的是，通過設(shè)定高質(zhì)量問題獲得客戶關(guān)注。我們把握以下原則：　　，建立可信的專家形象，讓客戶感覺你這家公司靠譜?！　　　　　　　「哔|(zhì)量問題舉例：　　比如：我們是做網(wǎng)絡(luò)機房安全防護產(chǎn)品的。我們了解到國外應(yīng)用這個同類產(chǎn)品沒有警示燈?！　∥覀儠枴　I(yè)務(wù)員：“Tell me how you can find a bad surge protector when it is bloken?”　　客戶：“We will check the line and testing by our tools and find it.　　業(yè)務(wù)員：“That will cost operator more times and cost”　　客戶：“Yes”　　業(yè)務(wù)員：“Our new design protector will help you save more time. You can find all bad protector in 1 second when they are broken by high current. Would you want more detail about the protector?”　　客戶：“Very interesting. Please send me and I will call you ASASP when I read it”　　比如：如果你是做印刷品的 設(shè)定問題如下：　　“Can you tell me how you handle your wasted newspaper or magazine”　　這樣問行業(yè)關(guān)聯(lián)性問題，表明你了解客戶的業(yè)務(wù)。 在一句話Tell 來設(shè)定讓客戶開口的準(zhǔn)備，用兩次You 強調(diào)。　　有時候客戶他們自己也不一定清楚他們的真實需求是什么，雖然他讓你報價和發(fā)樣品,PI 但是遲遲不下決定?！　∥揖途托枰O(shè)定一些高質(zhì)量的互動性問題來引導(dǎo)客戶。比如：　　“Tell me about your existing situation.”　　“What is the purpose that you want it make for you?”　　“Where is the machine installation?”　　“Tell me, how is this going to be implemented?”　　“Who will be using these products?”　　(那就是需要專業(yè)性東西吧，能提供更多的消息給客戶.　　光給是沒有用的，要先取得，取得客戶的信息你才能給對的東西。)　　“What other products are you currently using?” 　“Tell me about the products you are currently using.”　　“What type of buying patterns do you typically have each month?” 這樣設(shè)定問題引導(dǎo)客戶，客戶就會和你討論他的顧慮和想法?！　∫苊馍驳乃绬栴}，很多人和客戶報價時候，老板說讓客戶告訴我們目標(biāo)價，能做我們就做，客戶說了目標(biāo)價我們再看。　　這樣客戶往往給出超級低價的價格，讓人心瓦涼瓦涼的。　　(哎， 我們公司一直就是這做，要個目標(biāo)價，又做不到. 客戶的心理，問我目標(biāo)價，NND，當(dāng)然是免費最好了！你們是專業(yè)公司，難道不能報價和問點專業(yè)性問題？)　　我們設(shè)定互動性問題可以讓客戶感覺和你溝通比較愉快　　“Tell me about your budget range?”　　“What are your price expectations for this data center update?”　　“When you purchased last time, what was the price range?”　　碰到客戶猶豫不決時候，可能和你聯(lián)系的是采購員沒有決定權(quán)，他要聯(lián)系老板。也可能他需要等他客戶的決定?！　∥覀儐栂旅娴膯栴}就比較能夠互動?！　　癟ell me about your decisionmaking process.”　　“What method of selecting a