Create a list of common tasks and prepare appropriate answers
Based on the fact that many clients ask vietnam number similar questions, a pre-prepared structure of the conversation is formed. Over time, this list can change and be expanded.
Maintain politeness when communicating
The first question the hotline operator asks is whether it is convenient for the subscriber to have a conversation right now. It is necessary to show respect for the client's time and use yours rationally.
Prepare a good script
It is necessary to foresee all possible directions of the conversation and prepare ready-made answers to questions that buyers often ask. For example, a client asks about the price: "What is the cost?" A common mistake of a manager who does not use a script is a precise answer. This can lead to the consumer thinking. As a result, the deal collapses.
When an employee uses a script, the first step is to find out the client's needs, for example, by asking questions: "Who are you buying for or for what purpose?", "What product characteristics are important to you? We have different model options - expensive and more economical." This helps to more easily include the person in the conversation, find out his needs, present the product in a favorable light. It is necessary to plan several scenarios, choose an appropriate communication style, use the skill of active listening and understanding the needs of the buyer.
Treat your Zoom call like a business meeting
Arrange a meeting
Often, the probability of a successful transaction is higher during a personal meeting than during a telephone conversation. During a call, a client can easily reject an offer to buy, since he is not yet ready to evaluate the product in person, to touch it with his hands. If a personal meeting is not possible, the employee provides the option to conduct constructive negotiations online.
When planning a meeting, first of all, clarify the time frame: “Which days are suitable for you: the beginning of the week or the end? Before noon or after?” It is necessary to justify the importance of a personal meeting:
demonstrate samples;
calculate the cost of the project for the buyer directly on site;
Provide information on previously completed projects, customer reviews, etc.
Avoid using script in template format
A script cannot take into account all the points of a conversation, and template phrases sound unnatural, so it is important for the manager to be creative.
A negotiation script is a foundation that an employee relies on, uses it as a hint. Having only one script is not enough - you need to be able to adapt it to the situation, to think outside the box. It is necessary to maintain ease in communication, eliminating the feeling that the client is talking to a robot.
Organize a schedule for hot calls
Different areas of business have their own level of conversion of phone conversations. Example: to organize 1 meeting, a manager may need to make 20 cold calls to clients. Or accept 10 to successfully close 1 deal. Employees create a call schedule taking into account the conversion. In addition, the plan prevents repetitions when several managers contact the same client.
Keep audio recordings of telephone conversations
The manager regularly randomly analyzes several telephone conversations to evaluate the hotline operator's performance, improve the script, and clarify the details of the conversation after the dialogue. Their recording also helps maintain discipline among the staff and encourages them to solve professional problems more thoroughly.
Improve and test your scripts
A script is not a law, so you need to regularly analyze and optimize your hot calling strategy. This is necessary to determine at what stage you are having difficulties.
Ensure fast progress of applications
It is better to process the order immediately after receiving it. If the operator is busy, he/she provides the client with the exact time when he/she can complete it: "Your request will be processed in 2 hours." It is necessary to adhere to the appointed timings.