"He's in a meeting, call at night! Leave your phone number and he will call you back. " The secretary hung up and the conversation was over. Once again, someone interrupted your direct conversation with your boss. This is the potential customer with whom you have been trying to talk for days. He may bring you a good contract, but obviously, his assistant is in the way. A business person told us that 40% of the cases are the same. We know that the minister is just following orders. Many young salespeople are too gullible to these assistants' excuses and spend a lot of time on the phone, but they never find the person they want. An experienced salesperson knows how to use other skills to increase the possibility of talking to potential customers on the phone.
"In the United States, we have a 1/4 chance to contact the target candidate, while in Asia, there is only a 1/30 chance, but there is almost no chance in the big cities of China." Hu Pei, from Mercuria Consulting in Hong Kong, said. Why is the difference so big? Because in the United States, people believe that there is a13 chance that strangers will bring good business, but in China, it is necessary to admit that salesmen meet and "follow customers" or even just get relevant information of the company, which is completely different from the concepts in the United States and Europe. So secretaries want to get rid of it as soon as possible. In order to be able to talk directly with target customers, salespeople should know how to use their skills. How to apply, when to use what skills to achieve the goal.
One of the skills: get on well with the assistant.
This is your first choice. Obstacles are assistants, the right-hand man of the target, and may help you out. So you must get on well with them and patiently explain your intentions and why you want to meet or talk with your boss.
Keep smiling on the phone.
"Even on the phone, you can feel your laughter. All telemarketers will tell you that you must always be friendly, enthusiastic and sincere on the phone, because it will help develop your conversation. " Lawrence, consultant of Shanghai nuclear magnetic resonance, said.
Ask him to help you.
The purpose of asking about your call is part of the assistant's daily work. Therefore, you must never say "this is a personal call" or "I want to talk to him directly". I'd rather say, "You can definitely help me arrange the best time to contact him!" " Everyone knows this truth: people who are asked for help by others always feel that they have a lot of face.
C, create good interpersonal relationships
It is very useful for the company to try to express the products you sell in the telephone conversation. While persuading and arousing the other person's interest, you can ask her to let you talk to your boss or meet him, and you will win. This is the best way to establish such a good relationship. According to the manager of the training department of SOS Phoning Company in Singapore, it is to make the other party laugh, but we should pay attention to avoid too many compliments to avoid giving people the impression of insincerity.
Fourth, persuasive.
The more difficult the obstacle is to overcome, the more it shows that the assistant has the responsibility to share part of the boss's work. He is not only responsible for "filtering" telephone information, but also choosing the most useful advice for his boss. "My secretary keeps records of all telephone sales," said the president of a company. "At the meeting, she can tell me which suppliers we can call back, their products are worth considering, and she can also take this opportunity to see the kind of products he recommended to us. I have always had confidence in her judgment. "
Opposites attract
It is always easier to listen to the opposite sex. Especially if your voice is attractive enough, it is natural for opposites to attract. "If the obstacle is a woman and you are, then ask your male colleagues for help, and vice versa.
Tip 2: Know how to handle the opposition of the other party.
Even though you have tried your best, the assistant still refuses. You should find suitable arguments to refute her. Don't blindly believe what she says: when she says "leave your phone number and we will reply later" or "the manager is in a meeting and I don't know when it will end", don't believe it! These lies are the most effective roadblocks for sellers. You shouldn't call again, but ask her the right time and when to see the manager. If you think her answer is still a lie, don't leave your name and call back later. If she says the boss has no time: if the secretary says "the boss has no time" or "he is in a meeting", she should immediately answer: "When can I call him?" "Let's set a meeting time for the time being and confirm it later. If the boss disagrees, we can cancel. " She wants you to send a fax, so she suggests that you use email. "If you send an email, you can know the boss's email, which is sometimes very useful, because he can receive the information directly without filtering, and if he is interested, he can call back immediately. So when you call the assistant again, you can tell him that the boss said in the email that you can call him directly. " Lawrence, consultant of Shanghai Nuclear Magnetic Resonance Talent Company, said.
Send your brochure! Don't say yes too soon. When she said, "Send your catalogue!" You answered no or asked to introduce yourself to the company in person. You can also call again after it arrives to confirm the meeting time. If she asks you to send anything again, refuse it firmly. If you don't know the name of the person in charge: just say the name of the person in charge you want to know, because he is likely to be interested in your product, so you can send him a document. One is to know his name, and the other is to call him later to make an appointment. There is no budget, and the purchase plan has been shelved. Write down the date. If the other party says that our purchasing plan has been shelved, or that this year's budget has been used up. Then you must know when the new budget will be produced, then write down the date and call again, even after 3-6 months, so that you have more favorable strategic information than your competitors: when is that company most interested in your products?
Understand other needs of customers: When the other person says "I don't need it", you say "I know." What about the gang? Staring at this man? Is crime better than success? Oh, apricots, plums and persimmons are rare! How about guanidine? What's the matter with you? Do you want to bake? Nucleation? Knock on the carved pot? Dam "and" Luo "? Servant? Is it troublesome to blame Lan? Afraid of noise prevention? Yan Yan? Yaninz said. Not interested? Give reasons: If the other party answers, "Our manager is not interested in your products." Thank you for giving you this information and trying to ask for details. Did he mention the reason why he didn't like this product? Then talk about your new information (new products, price lists, new services, etc.). In this way, even if there is no progress in the worst case, we can quickly get another opportunity to be considered. Don't hesitate to tell the price: should I tell the secretary the price of the product? Huppe of Mercuri Company in Hong Kong said: You can do it on the phone, but don't write it in the fax. Because if she thinks the price is ok, she will tell her boss and he will call back. But if you fax the price list, you will have less chance to talk to her boss directly because he has all the useful information. Quote the best price on the phone, and then explain the price details and the services provided. Your strategy is mainly to get the secretary to further explain the benefits of your product in front of the boss.
Tip 3: Put pressure on the secretary.
If you have done what the secretary asks (fax or send him a brochure), you can put pressure on her and give her a chance to speak. "When I send the brochure, I will call at the date and time agreed by both parties." Tell her: I have sent the brochure according to your request. Now let me talk to you. There is a 50% chance of getting over the obstacle. If the secretary still refuses, tell him that you should send a fax to the boss and ask him to confirm whether he really doesn't want to know about your product. Finally, you can say, "Because of your refusal, your company is likely to spend more money to buy a product whose quality is not as good as my recommendation."
Tip 4: Use expert strategies.
If the secretary you meet behaves like a dinosaur, all the skills may be ineffective. In this case, there is no need to waste energy. Use the "commando" strategy. Another time: sometimes it is especially suitable to contact the person you are looking for directly: when the secretary is away, you have a great chance to contact the manager himself. 7:30-8:30 in the morning, or try your luck on Saturday morning. Contact the general manager directly: If there is a problem, you can also call the secretary of the general manager directly to deal with it. There will be fewer obstacles, but usually many salesmen are afraid to try. Of course, you can't talk to the general manager, but the other party wants you to call the subsidiary to find out, and you can have the opportunity to say what to recommend: Miss Li, assistant to the general manager, told me the phone number of your company and asked me to contact you directly. Introduce yourself by the reputation of one of your big customers: find your customer or the supplier of the other company and call in their name, which may attract the attention of the other party and leave a different impression on the other party.
Hide your real intention to make a phone call: When making a phone call, hide your real purpose and tell the other party other reasons. For example, you want to buy something, ask for information or apply for a position, and then reveal your real intention in the conversation.
Tip 5: Use lies skillfully.
Should we lie to get what we want? Mr. Heinz, a consultant, said: There is a12 chance that your lies will be exposed, mainly depending on the importance of your purpose. Some people think that lying is not good, and it is easy to end up not knowing how to cross the telephone barrier, or you can't reach a negotiation without lying. In short, lies are like drugs. Once exposed, it will damage the image of the seller and the company.
1. Make the other party believe that you called once and be told to call again the same day.
2. adopt another identity: call yourself an assistant and say that your boss wants to see each other (this method is usually very effective). When you meet, just say that you are in charge of things or that the boss can't come because of something.
Don't use appellation or "sir" when telling the other person's name. Let's say, "Hello, this is Mr. Li. Please put Wang Jimin on the phone." . This way, the secretary will think that you already know each other, and it will be easier for you to talk to his boss.
Attached:
A, how to pay attention to the identification of telephone obstacles-"Many salesmen can't find the person they are looking for even if they call each other hundreds of times. They don't know that they actually encountered a telephone barrier. " Telephone marketing consultant Heinz said. If the secretary's words and deeds are as follows, we can infer that the other party is lying:
I kept you waiting for more than five minutes, but I still didn't let you talk to the person you were looking for. Actually, she wants you to hang up automatically.
Every time you call, the secretary always suggests that you call again later.
The secretary asks you in detail in order to know more about your intentions and then find a better excuse to refuse you!
As soon as you give your name or company name, the secretary will tell you that the person you are looking for is in a meeting.
B, 1 1 "golden sentence" across telephone barriers
The other party said, "He has no time" and "He is in a meeting". "When is the best time to call him?" "He doesn't listen to the salesman." "Then who is interested in my product?" "I don't need this product." "What specific requirements do you have for this product?" "Mr. Wang is not interested in this." "Did he explain why he didn't like it?"
"Send a fax." "I want to send him an email. What's the address? " "Write to us." "I have already sent it."
"Our purchasing plan has been shelved." "When will you invest in the new purchasing plan?" "We'll call you back later." "When is a good time for us to contact you?" "I don't know when he will finish the meeting." "Who will know about that company?"
"He's on the phone. Can you leave your name? " "Let me wait for a while on the phone. Thank you. "
C, using standardized skills
In all big companies, employees have a direct dial extension number, but it may be difficult for you to know. If you know how many digits the extension number is (3 or 4 digits), you can press a random number and say to the other party, "I'm LACK, and I'm looking for someone." What's the extension number? 9 people in 10 will think that the caller is from the same company, tell you his extension number, and even transfer you directly to the other party's phone. In this way, you can easily cross the barrier of secretary.