電話銷售-外貿

電話營銷

MakingsalescallByHazel東莞卡松機械設備有限公司Howtomakesuccessfulphonecalls一、打電話有什么好處？Whydoweneedtocall?直接高效了解客戶，了解公司規(guī)模讓客戶了解自己增進交流二、打電話的意圖清楚打電話的目的，希望達成怎樣的效果A：開發(fā)新客戶B：跟進客戶1.報價后問看法

2.訂單狀態(tài)

3.需要報價的信息不足，要求客戶提供

4.詢問對方公司詳情，是否合適長期發(fā)展

5.客戶回復郵件后，打電話加深印象三、用什么打電話固話--信號穩(wěn)定，聲音清晰手機--隨時隨地，電話簿記錄，方便跟進。Skype--網(wǎng)絡電話，相對清晰，價格優(yōu)惠中華通–網(wǎng)絡電話，低價，穩(wěn)定性較差使用固話與手機，客戶可以看到來電號碼，增加信賴度；若網(wǎng)速較快而穩(wěn)定，可選擇網(wǎng)絡電話。四、打電話的時機“FailingToPlanIsPlanningToFail”五、打電話前的準備面對電話不知所措？緊張焦慮，無從下手？準備什么？①紙和筆，作記錄（有條件可以準備錄音）②把所有資料找全，整齊擺放在眼前，并在通話前過一遍。（客戶的姓名讀音、公司網(wǎng)站客戶需要的產(chǎn)品的資料，報價單等）③打電話的目的（問進展，問對價格的看法）④盡可能想象電話情景與可能出現(xiàn)的對話?！癋ailingToPlanIsPlanningToFail”五、電話進行中。。A：前臺英文標準，吐字清晰，且馬上就給你轉接。B：前臺多番刁難，詢問一二。C：前臺順利轉接，但客戶不在辦公室。D：客戶可能懂英文（給你發(fā)過郵件），但前臺不懂英文。E：前臺英文不好。A前臺英文標準，吐字清晰，且馬上就為你轉接。

Operator/Receptionist:ABCcompany，HowcanIhelpyou?You:Hi,Goodmorning!Thisis…from…IamcallingfromChina,MayIspeaktoMr.xx?Operator/Receptionist:Onemoment,please!B

多番刁難，詢問一二。

Operator/Receptionist:ABCcompany，HowcanIhelpyou?You:Hi,Goodmorning!Thisis…from…IamcallingfromChina,MayIspeaktoMr.xx?Operator/Receptionist:Who?You:HazelfromChinaOperator/Receptionist:Fromwhere?You:ChinaOperator/Receptionist:Whatcompany?You:BBBcompanyOperator/Receptionist:Whatisthisabout?You:WearemanufacturerforXXX…IreceivedanemailfromMr.XXX.Operator/Receptionist:Onemoment,please…C前臺順利轉接，但客戶不在辦公室。

Operator/Receptionist:ABCcompany，HowcanIhelpyou?You:Hi,Goodmorning!Thisis…from…IamcallingfromChina,MayIspeaktoMr.xx?Operator/Receptionist:Onemoment,please!…Operator/Receptionist:HiHazelYou:yes?Operator/Receptionist:Mr.XXisnotattheoffice.CanItakeamessage?/Canyouleaveamessage?You:It’sok,Iwillcallbacklater.Canyoutellmewhenhewillcomeback?CanIhavehismobilenumber?Operator/Receptionist:Maybeyoucancallaroundthepopularhours.Let’ssay1p.m.?You:Thanks,Iwillcallback.Operator/receptionist:Thankyou~D客戶可能懂英文（給你發(fā)過郵件），但前臺不懂英文。

Operator/Receptionist:Blahblahblah?(泰語，菲律賓，巴西……)You:Hello?MayIspeaktoMr.xx?Operator/Receptionist:Blahblahblah…..You:Hello?MayIspeaktoMr.xx?1.可能會轉到會英文的部門，一直問，直到接通客戶。2.可能直接掛斷。E前臺英文不好。

Operator/Receptionist:Blahblahblah?(泰語，菲律賓，巴西……)You:Hello?MayIspeaktoMr.xx?Operator/Receptionist:Hello?You:

MayIspeaktoMr.xx?Operator/Receptionist:Who?You:XXX..……..接通中…..Tips:網(wǎng)上搜尋客戶名字在他國家的讀音。A：歡迎你打來，態(tài)度溫和有禮B：客戶在忙，但很有禮貌，問你是否能另約時間。C：客戶忙，不愿意多談。D：客戶忙或不忙都不愿多談，總是引導電話結束E：客戶不接F：客戶英文不好，你聽不清楚客戶接通后A歡迎你打來，態(tài)度溫和有禮

You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:Oh,Hi!Howareyou?You:Thanks,Iamgood.Howareyou?Jim:Iamgood,thankyou.You:Didyoureceivemyquotation?/Didyoureceivemyemailyesterday?Jim:yes.You:whatdoyouthink?…….B客戶在忙，但很有禮貌，問你是否能另約時間。

You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:Oh,Hi!Howareyou?You:Thanks,Iamgood.Howareyou?Jim:Iamgood,thankyou.Listen.Iamalittlebusyrightnow.Canyoucallbacklater?You:yes.Thanks,Iwillcallyoubacklater.Whattimewouldbebetter?…….C客戶忙，不愿意多談。You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:yes?Whatisthisabout?You:Didyoureceivemyquotation?/Didyoureceivemyemailyesterday?Jim:No.Idonothavetimetocheck.Maybelater.You:wearemanufacturerof…andwesentyouquotationthroughemail.Canyoucheckandreplybytheemail?Sharewithusyourcomments.Jim:ok.Iwillcheck.You:Thanks.Haveagoodday!D客戶忙或不忙都不愿多談，總是引導電話結束

。You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:Yeahyeahyeah..You:Didyoureceivemyquotation?/Didyoureceivemyemailyesterday?Jim:yeahyeahyeah…..You:Whatdoyouthinkoftheprice?Jim:Iamstillwaitinganswerfromcustomer.WillletyouknowonceIhavefeedback.You:Thanks.Jim:Yeahyeahyeah….E客戶不接

有沒有偶爾一次，在你一遍又一遍練習想象與客戶的對話之后，“整裝待發(fā)”，客戶沒有接電話……..虛假號碼放假沒在辦公室打電話時間不對Tips:先不要放棄，隔半小時后再打一次，連續(xù)三天。如果還是不接，就發(fā)郵件聯(lián)系。F客戶英文不好，你聽不清楚

。You:Goodmorning,Jim.IamhazelfromBBBcompany.IamcallingfromChina.Jim:Yeahyeahyeah..You:Didyoureceivemyquotation?/Didyoureceivemyemailyesterday?Jim:yeah，…..Waitingcustomer….You:Whatdoyouthinkoftheprice?Jim:…..High…..ButIamwaitingforthecustomer.…..You:Yes,Thankyou.Canyoureplybymyemailjustfortherecord?Jim:Yeahyeahyeah….“FailingToPlanIsPlanningToFail”五、電話后。。聽錄音，總結失敗經(jīng)驗。研究學習客戶用語回顧電話內容