The voice of telemarketing studies by foreign scholars shows that the various factors in interpersonal communication play the role of: In face-to-face communication, body language is 55%, voice is 38%, and language is 7%; in telephone communication, voice is 82%. 18% of terms. From this we can see that sound plays a very important role in interpersonal communication, especially in telephone exchanges. For telephone orderers working in the tobacco company's telephone call center, grasping voice skills is critical, and it can reduce the distance between you and your customers. Speaking too orthodox, it seems to be mechanical; talking too casually, as if it is not sincere; too loud, it will make the other party feel harsh; the voice is too small, so that the other party can not hear clearly. Then, how do telephone orderers manage their voices and use sounds to give customers a good impression, thereby increasing the success rate of telephone ordering and ensuring the quality of customer service?
So how to make your voice practice more standard and more magnetic, here are some points for reference:
1. Make your voice noise, yang, buzz, and lack of sound suppressed. Yang, Dayton, and frustration are common problems for many telephone orderers. Their service is like a typical call station or directory station. The tone is flat and tone. Single, people can not feel from this touch point of tobacco company to each customer's welcome and attention. Of course, there are certain reasons for this phenomenon: First, repeat it. There are too many customers facing telephony orderers, who often say the same thing and lose their enthusiasm when talking. Second, because it is not face to face, the lack of feedback from the other person's facial expression can also lead to the loss of the telephone order-maker. The methods to overcome can be: First, imagine that the other person is a specific image sitting opposite you. You are talking to this image instead of calling. Second, look for some keywords and raise the tone appropriately to emphasize it.
2. Express your enthusiasm and self-confidence through voice A gentle, friendly and candid voice can relax customers, increase trust and reduce psychological barriers.
(1) There are two criteria for a warm greeting greeting, one is "three-stage": "Good morning, I'm Huang Gu, I'm very happy to serve you," and the other is "four-piece" : "Hello, XX Tobacco Company, I'm Huang Gu, please...". Your enthusiasm has room for performance in such greetings. After leaving a good first impression on the customer, the customer will have more interest in communicating.
(2) Let the customer hear your smile The enthusiasm of the show is usually connected with the smile. If you have not yet formed a natural smile, try to practice yourself. Here are two ways to introduce it: First, use the phone ring tone as the start signal As soon as the bell rings, the smile begins. Second, look in the mirror so that you can reveal at least eight teeth each time you smile. If your smile can always be accompanied by your conversation with the customer, your voice will look warm and confident.
3, unpleasant and slow speech speed too fast and too slow speech speed will give customers a variety of negative feelings of space. To speak too quickly, the customer thinks you are a typical salesman; if you speak too slowly, the customer will be impatient with you, and you can't wait to say goodbye to you early. Therefore, it is a compulsory part of the telephone orderer to conduct sound management. In addition, there are two aspects that are worth noting: First, the speed of speech varies from customer to customer, that is, fast-paced customers or slow-spoken customers are trying to approach their speech rate. Second, the speed of speech varies from content to content, that is, when talking about something that may not be very clear or particularly important to customers, the speed of speech may be moderated to give customers time to think and understand.
4, moderate volume will maintain a moderate volume, will greatly increase the customer's interest in communicating with you. If your volume is weak, the customer can't hear what you're talking about, and the distance between you and the customer is further away. When a customer asks you to say “please speak loudly†on several occasions, you know that his interest in continuing to communicate with you is reduced a lot. In turn, if your voice is too loud, it will bring in many annoying murmurs such as your wheezing sounds and computer keyboard sounds in addition to discomfort in your ears.
5, pitch is not high, to a large extent, the pitch is determined by the individual's vocal tract characteristics. Too squeaky or low pitch can make people feel uncomfortable, especially when the customer feels awkward because of gender and pitch. This means that men's voices are narrow and women's voices are rough. However, proper practice can make the pitch tend to be moderate. For telephone orderers who have this problem, you can use the following practice methods: Keep sitting comfortably, keep your breathing steady, do not lift your head too high or press too low. Try to make your voice fall in the middle of the pitch. The content of the expression is appropriately increased or decreased.
6. Impartiality The accuracy of the survey shows that, in telemarketing, when the customer does not hear a certain sentence, most of the time they will not ask the salesman to repeat it. Therefore, in order not to allow customers to miss important information, in the process of telephone communication with customers, the telephone ordering staff should pay attention to the following three points: First, to speak Putonghua, to accurately write and pronounce clearly. Second, don't eat chewing gum, drink water, change position and find things when talking, avoid ambiguity. Third, ask questions appropriately to ensure that the client understands, for example, “Can you hear clearly?†or “Do you understand what I said?â€
7. Practice, practice, and practice to create attractive voices that require practice, practice, and practice. Excellent telephone orderers will continue to improve their voice skills. Here are three ways to improve: First, listen to the radio and listen to what kind of voice professionals use to express their ideas to different audiences. Second, read prose and poetry to improve the level of speed, volume, pitch, pitch, and appeal. Third, we recorded the call between ourselves and the customer. According to the above principles, we identified the problem, and then we continued to correct and practice it.
The phone marketer’s emotional management and decompression method had a prisoner and was sentenced to death. At the end of the trial, the judge asked the prisoner: “What else do you have to say?†He replied: “Go to your mother!†Judge As soon as he heard the anger, he reprimanded him for ten minutes. After the prisoner listened quietly, he said to the judge, "Judge, you are a highly educated intellectual, and when you listen to me, you are so angry. I only graduated from high school when I saw my wife and other men. Going to bed, I killed them when I was angrily. It was really too impulsive and unable to restrain my emotions.†The human emotion is a huge and magical energy. It can be both an inexhaustible motivator and an abyss that never ends. Once the emotions get out of control, it means that the behavior is out of control and everything goes out of control.
In everyday life, most of us are intentionally or unconsciously controlled by emotions. It can not only make people rejuvenate, full of passion, quick thinking, and dynamism, but also can cause people to be sluggish, depressed, blocked in thoughts, and negatively lazy. Psychologists classify people's emotions into positive and negative emotions. Positive emotions have a positive and positive effect on people. Negative emotions have a negative and negative effect on people. For positive emotions, develop as much as possible. For negative emotions, you must strictly control.
As a call center for cigarette marketing companies, the tobacco company's telephone order center is a place of popular convergence. Thousands of outgoing and incoming calls every day are dealing with different customers. Telephone orderers answer and call so many calls every day. Naturally, they have many opportunities to stimulate negative emotions. For example, hard-to-find customers, hard-to-sell products, work pressure, boss's displeasure, and colleagues' misunderstandings. Therefore, how to manage one's emotions is very important to the telephone orderer.
So how to make your voice practice more standard and more magnetic, here are some points for reference:
1. Make your voice noise, yang, buzz, and lack of sound suppressed. Yang, Dayton, and frustration are common problems for many telephone orderers. Their service is like a typical call station or directory station. The tone is flat and tone. Single, people can not feel from this touch point of tobacco company to each customer's welcome and attention. Of course, there are certain reasons for this phenomenon: First, repeat it. There are too many customers facing telephony orderers, who often say the same thing and lose their enthusiasm when talking. Second, because it is not face to face, the lack of feedback from the other person's facial expression can also lead to the loss of the telephone order-maker. The methods to overcome can be: First, imagine that the other person is a specific image sitting opposite you. You are talking to this image instead of calling. Second, look for some keywords and raise the tone appropriately to emphasize it.
2. Express your enthusiasm and self-confidence through voice A gentle, friendly and candid voice can relax customers, increase trust and reduce psychological barriers.
(1) There are two criteria for a warm greeting greeting, one is "three-stage": "Good morning, I'm Huang Gu, I'm very happy to serve you," and the other is "four-piece" : "Hello, XX Tobacco Company, I'm Huang Gu, please...". Your enthusiasm has room for performance in such greetings. After leaving a good first impression on the customer, the customer will have more interest in communicating.
(2) Let the customer hear your smile The enthusiasm of the show is usually connected with the smile. If you have not yet formed a natural smile, try to practice yourself. Here are two ways to introduce it: First, use the phone ring tone as the start signal As soon as the bell rings, the smile begins. Second, look in the mirror so that you can reveal at least eight teeth each time you smile. If your smile can always be accompanied by your conversation with the customer, your voice will look warm and confident.
3, unpleasant and slow speech speed too fast and too slow speech speed will give customers a variety of negative feelings of space. To speak too quickly, the customer thinks you are a typical salesman; if you speak too slowly, the customer will be impatient with you, and you can't wait to say goodbye to you early. Therefore, it is a compulsory part of the telephone orderer to conduct sound management. In addition, there are two aspects that are worth noting: First, the speed of speech varies from customer to customer, that is, fast-paced customers or slow-spoken customers are trying to approach their speech rate. Second, the speed of speech varies from content to content, that is, when talking about something that may not be very clear or particularly important to customers, the speed of speech may be moderated to give customers time to think and understand.
4, moderate volume will maintain a moderate volume, will greatly increase the customer's interest in communicating with you. If your volume is weak, the customer can't hear what you're talking about, and the distance between you and the customer is further away. When a customer asks you to say “please speak loudly†on several occasions, you know that his interest in continuing to communicate with you is reduced a lot. In turn, if your voice is too loud, it will bring in many annoying murmurs such as your wheezing sounds and computer keyboard sounds in addition to discomfort in your ears.
5, pitch is not high, to a large extent, the pitch is determined by the individual's vocal tract characteristics. Too squeaky or low pitch can make people feel uncomfortable, especially when the customer feels awkward because of gender and pitch. This means that men's voices are narrow and women's voices are rough. However, proper practice can make the pitch tend to be moderate. For telephone orderers who have this problem, you can use the following practice methods: Keep sitting comfortably, keep your breathing steady, do not lift your head too high or press too low. Try to make your voice fall in the middle of the pitch. The content of the expression is appropriately increased or decreased.
6. Impartiality The accuracy of the survey shows that, in telemarketing, when the customer does not hear a certain sentence, most of the time they will not ask the salesman to repeat it. Therefore, in order not to allow customers to miss important information, in the process of telephone communication with customers, the telephone ordering staff should pay attention to the following three points: First, to speak Putonghua, to accurately write and pronounce clearly. Second, don't eat chewing gum, drink water, change position and find things when talking, avoid ambiguity. Third, ask questions appropriately to ensure that the client understands, for example, “Can you hear clearly?†or “Do you understand what I said?â€
7. Practice, practice, and practice to create attractive voices that require practice, practice, and practice. Excellent telephone orderers will continue to improve their voice skills. Here are three ways to improve: First, listen to the radio and listen to what kind of voice professionals use to express their ideas to different audiences. Second, read prose and poetry to improve the level of speed, volume, pitch, pitch, and appeal. Third, we recorded the call between ourselves and the customer. According to the above principles, we identified the problem, and then we continued to correct and practice it.
The phone marketer’s emotional management and decompression method had a prisoner and was sentenced to death. At the end of the trial, the judge asked the prisoner: “What else do you have to say?†He replied: “Go to your mother!†Judge As soon as he heard the anger, he reprimanded him for ten minutes. After the prisoner listened quietly, he said to the judge, "Judge, you are a highly educated intellectual, and when you listen to me, you are so angry. I only graduated from high school when I saw my wife and other men. Going to bed, I killed them when I was angrily. It was really too impulsive and unable to restrain my emotions.†The human emotion is a huge and magical energy. It can be both an inexhaustible motivator and an abyss that never ends. Once the emotions get out of control, it means that the behavior is out of control and everything goes out of control.
In everyday life, most of us are intentionally or unconsciously controlled by emotions. It can not only make people rejuvenate, full of passion, quick thinking, and dynamism, but also can cause people to be sluggish, depressed, blocked in thoughts, and negatively lazy. Psychologists classify people's emotions into positive and negative emotions. Positive emotions have a positive and positive effect on people. Negative emotions have a negative and negative effect on people. For positive emotions, develop as much as possible. For negative emotions, you must strictly control.
As a call center for cigarette marketing companies, the tobacco company's telephone order center is a place of popular convergence. Thousands of outgoing and incoming calls every day are dealing with different customers. Telephone orderers answer and call so many calls every day. Naturally, they have many opportunities to stimulate negative emotions. For example, hard-to-find customers, hard-to-sell products, work pressure, boss's displeasure, and colleagues' misunderstandings. Therefore, how to manage one's emotions is very important to the telephone orderer.
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