电话销售--外贸

1、 电话营销 MAKING SALES CALLBy Hazel东莞卡松机械设备有限公司How to make successful phone calls一、打电话有什么好处？一、打电话有什么好处？ Why do we need to call? Why do we need to call?1.1.直接直接 2.2.高效高效3.3.了解客户，了解公司规模了解客户，了解公司规模4.4.让客户了解自己让客户了解自己5.5.增进交流增进交流二、打电话的意图清楚打电话的目的，希望达成怎样的效果A：开发新客户开发新客户B： 跟进客户跟进客户 1. 1. 报价后问看法报价后问看法 2. 2. 订单状态订

2、单状态 3. 3. 需要报价的信息不足，要求客户提供需要报价的信息不足，要求客户提供 4. 4. 询问对方公司详情，是否合适长期发展询问对方公司详情，是否合适长期发展 5. 5. 客户回复邮件后，打电话加深印象客户回复邮件后，打电话加深印象三、用什么打电话1.1. 固话固话 - - 信号稳定，声音清晰信号稳定，声音清晰2.2. 手机手机 - - 随时随地，电话簿记录，方便跟进。随时随地，电话簿记录，方便跟进。3.3. SkypeSkype - - 网络电话，相对清晰，价格优惠网络电话，相对清晰，价格优惠4.4. 中华通中华通 网络电话，低价，稳定性较差网络电话，低价，稳定性较差使用固话与手机，

3、客户可以看到来电号码，增加信赖度；使用固话与手机，客户可以看到来电号码，增加信赖度；若网速较快而稳定，可选择网络电话。若网速较快而稳定，可选择网络电话。四、打电话的时机四、打电话的时机 当地时间当地时间9 9：3030以后以后 客户回复邮件之后客户回复邮件之后世界时间表http:/ To Plan Is Planning To Fail”“Failing To Plan Is Planning To Fail”五、打电话前的准备五、打电话前的准备面对电话不知所措？紧张焦虑，无从下手？准备什么？准备什么？纸和笔，作记录（有条件可以准备录音）纸和笔，作记录（有条件可以准备录音）把所有资料找全，整齐

4、摆放在眼前，并在通话把所有资料找全，整齐摆放在眼前，并在通话前过一遍。（客户的姓名读音、公司网站客户前过一遍。（客户的姓名读音、公司网站客户需要的产品的资料，报价单等）需要的产品的资料，报价单等）打电话的目的（问进展，问对价格的看法）打电话的目的（问进展，问对价格的看法）尽可能想象电话情景与可能出现的对话。尽可能想象电话情景与可能出现的对话。“Failing To Plan Is Planning To Fail”“Failing To Plan Is Planning To Fail”五、电话进行中。五、电话进行中。A：前台英文标准，吐字清晰，且马上就给你转接。B：前台多番刁难，询问一二。C

5、：前台顺利转接，但客户不在办公室。D：客户可能懂英文（给你发过邮件），但前台不懂英文。E：前台英文不好。A前台英文标准，吐字清晰， 且马上就为你转接。Operator/ Receptionist : ABC company ， How can I help you?You: Hi, Good morning! This is from I am calling from China, May I speak to Mr. xx ?Operator/ Receptionist : One moment , please ! B 多番刁难，询问一二。Operator/ Receptionist :

6、 ABC company ， How can I help you?You: Hi, Good morning! This is from I am calling from China, May I speak to Mr. xx ?Operator/ Receptionist : Who?You: Hazel from ChinaOperator/ Receptionist: From where? You: ChinaOperator/ Receptionist: What company? You: BBB companyOperator/ Receptionist: What is

7、this about? You: We are manufacturer for XXX I received an email from Mr. XXX. Operator/ Receptionist: One moment, pleaseC前台顺利转接，但客户不在办公室。Operator/ Receptionist : ABC company ， How can I help you?You: Hi, Good morning! This is from I am calling from China, May I speak to Mr. xx ?Operator/ Receptioni

8、st : One moment , please ! Operator/ Receptionist: Hi HazelYou: yes? Operator/ Receptionist: Mr. XX is not at the office. Can I take a message?/ Can you leave a message? You: Its ok, I will call back later. Can you tell me when he will come back? Can I have his mobile number ?Operator/ Receptionist:

9、 Maybe you can call around the popular hours. Lets say 1 p.m.?You: Thanks, I will call back. Operator/ receptionist: Thank you D客户可能懂英文（给你发过邮件），但前台不懂英文。Operator/ Receptionist : Blah blah blah?(泰语，菲律宾，巴西)You: Hello? May I speak to Mr. xx ?Operator/ Receptionist : Blah blah blah.You: Hello? May I spea

10、k to Mr. xx ?1.可能会转到会英文的部门，一直问，直到接通客户。2.可能直接挂断。E 前台英文不好。Operator/ Receptionist : Blah blah blah?(泰语，菲律宾，巴西)You: Hello? May I speak to Mr. xx ?Operator/ Receptionist : Hello? You: May I speak to Mr. xx ?Operator/Receptionist: Who?You: XXX. 接通中. Tips: 网上搜寻客户名字在他国家的读音。A：欢迎你打来 ， 态度温和有礼B：客户在忙，但很有礼貌，问你是否能

11、另约时间。C：客户忙，不愿意多谈。D：客户忙或不忙都不愿多谈，总是引导电话结束E：客户不接F：客户英文不好，你听不清楚客户接通后A欢迎你打来 ， 态度温和有礼You: Good morning, Jim . I am hazel from BBB company . I am calling from China. Jim: Oh, Hi ! How are you? You: Thanks, I am good. How are you? Jim: I am good, thank you. You: Did you receive my quotation? / Did you recei

12、ve my email yesterday? Jim: yes. You: what do you think? .B客户在忙，但很有礼貌，问你是否能另约时间。You: Good morning, Jim . I am hazel from BBB company . I am calling from China. Jim: Oh, Hi ! How are you? You: Thanks, I am good. How are you? Jim: I am good, thank you. Listen. I am a little busy right now. Can you cal

13、l back later? You: yes. Thanks, I will call you back later. What time would be better? .C 客户忙，不愿意多谈。You: Good morning, Jim . I am hazel from BBB company . I am calling from China. Jim: yes? What is this about?You: Did you receive my quotation? / Did you receive my email yesterday? Jim: No. I do not

14、have time to check. Maybe later. You: we are manufacturer of and we sent you quotation through email. Can you check and reply by the email? Share with us your comments. Jim: ok. I will check.You: Thanks. Have a good day!D 客户忙或不忙都不愿多谈，总是引导电话结束。You: Good morning, Jim . I am hazel from BBB company . I

15、am calling from China. Jim: Yeah yeah yeah.You: Did you receive my quotation? / Did you receive my email yesterday? Jim: yeah yeah yeah.You: What do you think of the price?Jim: I am still waiting answer from customer. Will let you know once I have feedback. You: Thanks. Jim: Yeah yeah yeah. E 客户不接有没

16、有偶尔一次，在你一遍又一遍练习想象与客户的对话之后，“整装待发”，客户没有接电话.1. 虚假号码2. 放假没在办公室3. 打电话时间不对Tips: 先不要放弃，隔半小时后再打一次，连续三天。 如果还是不接，就发邮件联系。F 客户英文不好，你听不清楚。You: Good morning, Jim . I am hazel from BBB company . I am calling from China. Jim: Yeah yeah yeah. You: Did you receive my quotation? / Did you receive my email yesterday? J

17、im: yeah，. Waiting customer. You: What do you think of the price?Jim: . High. But I am waiting for the customer. .You: Yes, Thank you. Can you reply by my email just for the record? Jim: Yeah yeah yeah. “Failing To Plan Is Planning To Fail”“Failing To Plan Is Planning To Fail”五、电话后。五、电话后。1. 听录音，听录音， 总结失败经验。总结失败经验。2. 研究学习客户用语研究学习客户用语3. 回顾电话内容回顾电话内容4. 发邮件给客户（提醒