Salesperson eloquence skills training

Chapter 11: Exercise Your Voice for Optimal Emotion
"Eloquence Book"

Customer: "I would like to ask if you have any laptops with a smaller form factor." Telemarketer: "You mean the ultra-light and ultra-thin ones, can you tell me what you want to inquire about?"

Customer: "How much does it weigh?"

Telemarketer: "Hello, our newest ultra-light and ultra-thin notebook computer, it weighs 1.6 kg."

Customer: "How about your computer warranty service, except for man-made damage and improper use?"

Telemarketer: "Hi, our display screens and hosts are guaranteed for three years, nationwide warranty, except for man-made damage and improper use, if there is any quality problem with the machine within three years..."

Customer: "What if that display screen of yours breaks?"

Telemarketer: "The display screen is the same, as long as it is within the warranty period, we will provide you with free on-site repair services... But, outside the warranty period, when our after-sales service personnel provide you with on-site service, they will respond accordingly. charge a certain fee.”

Customer: "Oh. This one's not bad."

Salesperson: "Hello, it's a coincidence that our company is currently conducting a promotional activity to thank users..."

Customer: "Oh yeah. That's great. I just wanted to buy one, so I called to check first."

Telemarketer: "Thank you for your attention to our company's products. If you have time, I hope you can come and see our machine in person. My name is Zhang. You can call me Xiao Zhang. We can make an appointment. When you come..."

Customer: "Oh, okay."

Analyze the salesman's success in impressing customers with his contagious voice and words.In telemarketing, the customer cannot see the body language and facial expressions of the telemarketer on the other end of the phone. The customer can only judge whether the telemarketer is trustworthy by the voice he hears and the information it conveys, and Decide whether to continue this call, so the voice of the telemarketer is very important.

There is a saying in "Lu Shi Chunqiu": "So when you hear his voice, you know his wind, by observing his wind, you know his aspirations, and by observing his aspirations, you know his virtue." You can know the demeanor of a person by listening to his voice If you observe this person's demeanor, you can know his aspirations. After knowing his aspirations, then you will also know his virtues and conduct.As a telemarketer, the appeal of voice will directly affect customers.Therefore, the appeal of the voice of the salesperson is very important, so how can we develop an appealing voice?The following aspects should be paid attention to when exercising the appeal of sound:
(1) Enthusiasm

Enthusiasm must flow naturally from the inside out.In the analysis of the reasons for the success of 500 top people in various industries around the world, enthusiasm ranks at the top, which shows the importance of enthusiasm.Enthusiastic people are always charismatic, so they have extraordinary influence and appeal.Even the customer on the other end of the phone can be infected by your enthusiasm.

(2) clear

Expressing clearly allows customers to hear what you are saying clearly on the phone, which is one of the most basic requirements for salespeople.As a telemarketer, the pronunciation must be standard and the enunciation must be clear.Whether the language expression is ambiguous, the fluency and standard of Mandarin will directly affect the appeal of the salesman's voice.

(3) Speed ​​of speech

The speed of speech also affects the appeal of the voice.If the speaking speed is too fast, the customer may not understand you, and you have finished speaking; on the contrary, if you speak too slowly and the other party is impatient, the customer will not be able to stand it.Therefore, it is necessary to pause appropriately according to the rhythm of the customer's language. A steady speech rate will make the whole conversation very tacit and harmonious.So that the conversation can achieve good results and leave a good impression on customers.

(4) Volume

In the communication with customers, if the voice is too low, the other party may not hear clearly, or mishear, and misunderstand your original intention.At the same time, customers will feel that you are not confident enough.And if you speak too loudly, it will make people feel that you lack self-cultivation, and you will also appear to be disrespectful and impolite to customers, which may lead to the rejection of customers and end the conversation early.Therefore, it is necessary to grasp the voice when communicating with customers.

(5) wording

Positive and confident wording.When communicating with customers, it will increase the trust of customers in you.Your level of professionalism is reflected in your wording.

Eloquence
Warm and energetic words are delivered to your clients, making the voice contagious.

Pronunciation standard, articulation is clear.Fluent and standard Mandarin will directly affect the appeal of your voice.

Be good at steady speech rate and control the volume of speaking, which will make the communication between you and customers easy and pleasant.

Wording just right will leave a deep impression on customers.

(End of this chapter)