Telephone sales effective question 8 tips
[China Glass Network] Description: Only through constant questions can you get the answers you want faster. But asking questions requires some skill. Effective questioning will not only dispel the customer, but will also let you know the customer's needs. So, how to make effective questions to customers? The world factory network Xiaobian reveals the answer for you!
8 tips for effective questioning to customers:
1. What is the targeted problem? For example, like China Mobile or China Unicom 800, 1860 service hotline, customers may complain that when the phone is turned on, the phone is broken. Or "Always the signal is not good, can't receive it, or simply show nothing on the screen." At this time, the customer service staff may ask: "When you turn on this morning, what does your screen look like?" The problem is a targeted one. What is the role of targeted problems? It allows you to get the details. Use it when you don't know what the customer's answer is, and ask about it by asking a specific question.
2. The selectivity problem is also a kind of closed question. The customer can only answer "yes" or "no". This kind of question is used to clarify the facts and discover the problem. The main purpose is to clarify the facts. For example: "When your friend calls, is it turned on?" Opened or not opened, maybe you don't know, customers can only answer "yes" or "no".
3. Understanding sexual issues refers to some questions used to understand customer information. When you understand the information, you should pay attention to some customers who are more disgusted with this question. For example, the consultation: "When did you buy it?" "When is your invoice opened?", "Where is the invoice opened?", "Who was receiving it at the time?" Check your account. As a customer service staff, the purpose of these questions is to learn more information that is useful to customer service staff. However, customers sometimes do not want to answer, too lazy to answer. "I have forgotten it", the customer will tell you this. Therefore, when asking about the problem, be sure to explain the reason "trouble to show your ID card, because you want to register", "Trouble you to enter the password, because ...", this is called an understanding problem.
4. The clarifying question refers to correctly understanding what the customer is saying. Sometimes I will exaggerate what is said to sell what is broken mobile phone, the quality of the call is particularly poor, simply can not hear clearly. Beijing has a mobile phone store "Zhongfu Telecom", which often receives such calls. At this time, customer service personnel are preferred to ask clarification questions. Because you don't know the quality of the customer's said at this time, to what extent, you can ask: "The call you said is very bad, what is it like, can you describe it in detail? What kind of it is? "What? The real reason for understanding customer complaints is how serious the situation is. This is called clarification.
5. The question of asking questions is a preliminary solution to inform customers of the problem. "Look at.........?" This type of problem is called an advisory question. When you tell the customer a preliminary solution, let the customer make a decision to show that the customer is "God". For example, the customer complains that the product has quality problems, and after listening to his complaint, you need to tell him a solution: "You If it is convenient, you can take your machine and you may need to put it here for a while. This is my solution." Let's say you promised to replace it with the customer, because it belongs to the return commitment period, then this time customer service How do people answer customers? When they find that there are quality problems, customer service personnel often say to customers: "That's it, give you a change. Very few people say: "I will help you back, you can see "Or said: "Help you back, do you see this?". Why he doesn't say the last sentence, because you know that the other party will definitely agree. Some customer service personnel will also show alms at this time. To the customer, so ignore the application problem to end your service to the customer.
6. Service issues are also a very professional question in customer service. When should this question be used? Generally speaking, it is used at the end of the customer service process. What is the role of it? It is called customer satisfaction. "Do you see what else I need to do for you?" When I go to a five-star hotel with a high grade, this sentence is often heard. People who are not trained usually don't say this. The question of serviceability is a standard that reflects whether a customer's customer service is of high quality. For example, to go to some low-grade three-star hotels, the front desk service staff should help customers open the door. When the door was opened, the customer service staff went ahead. In a higher-priced hotel, he will let the customer go ahead, unless it is a baggage handler. This is a high standard of customer service, and this service is hard to enjoy in ordinary places.
7. Open questions are used to guide customers to tell the truth. For example: "Can you talk about the specific situation at that time? Can you recall the specific situation at that time?", a word is asked, the customer is endless, this is an open question.
8. The closed-ended question is a retelling of the customer's problem, which is used to end the question. When the customer describes the problem, you say, "You mean to replace the product, is this the case?", this is a closed issue. Introduction: Only through constant questions can you get the answers you want faster. But asking questions requires some skill. Effective questioning will not only dispel the customer, but will also let you know the customer's needs. So, how to make effective questions to customers? The world factory network Xiaobian reveals the answer for you!
8 tips for effective questioning to customers:
1. What is the targeted problem? For example, like China Mobile or China Unicom 800, 1860 service hotline, customers may complain that when the phone is turned on, the phone is broken. Or "Always the signal is not good, can't receive it, or simply show nothing on the screen." At this time, the customer service staff may ask: "When you turn on this morning, what does your screen look like?" The problem is a targeted one. What is the role of targeted problems? It allows you to get the details. Use it when you don't know what the customer's answer is, and ask about it by asking a specific question.
2. The selectivity problem is also a kind of closed question. The customer can only answer "yes" or "no". This kind of question is used to clarify the facts and discover the problem. The main purpose is to clarify the facts. For example: "When your friend calls, is it turned on?" Opened or not opened, maybe you don't know, customers can only answer "yes" or "no".
3. Understanding sexual issues refers to some questions used to understand customer information. When you understand the information, you should pay attention to some customers who are more disgusted with this question. For example, the consultation: "When did you buy it?" "When is your invoice opened?", "Where is the invoice opened?", "Who was receiving it at the time?" Check your account. As a customer service staff, the purpose of these questions is to learn more information that is useful to customer service staff. However, customers sometimes do not want to answer, too lazy to answer. "I have forgotten it", the customer will tell you this. Therefore, when asking about the problem, be sure to explain the reason "trouble to show your ID card, because you want to register", "Trouble you to enter the password, because ...", this is called an understanding problem.
4. The clarifying question refers to correctly understanding what the customer is saying. Sometimes I will exaggerate what is said to sell what is broken mobile phone, the quality of the call is particularly poor, simply can not hear clearly. Beijing has a mobile phone store "Zhongfu Telecom", which often receives such calls. At this time, customer service personnel are preferred to ask clarification questions. Because you don't know the quality of the customer's said at this time, to what extent, you can ask: "The call you said is very bad, what is it like, can you describe it in detail? What kind of it is? "What? The real reason for understanding customer complaints is how serious the situation is. This is called clarification.
5. The question of asking questions is a preliminary solution to inform customers of the problem. "Look at.........?" This type of problem is called an advisory question. When you tell the customer a preliminary solution, let the customer make a decision to show that the customer is "God". For example, the customer complains that the product has quality problems, and after listening to his complaint, you need to tell him a solution: "You If it is convenient, you can take your machine and you may need to put it here for a while. This is my solution." Let's say you promised to replace it with the customer, because it belongs to the return commitment period, then this time customer service How do people answer customers? When they find that there are quality problems, customer service personnel often say to customers: "That's it, give you a change. Very few people say: "I will help you back, you can see "Or said: "Help you back, do you see this?". Why he doesn't say the last sentence, because you know that the other party will definitely agree. Some customer service personnel will also show alms at this time. To the customer, so ignore the application problem to end your service to the customer.
6. Service issues are also a very professional question in customer service. When should this question be used? Generally speaking, it is used at the end of the customer service process. What is the role of it? It is called customer satisfaction. "Do you see what else I need to do for you?" When I go to a five-star hotel with a high grade, this sentence is often heard. People who are not trained usually don't say this. The question of serviceability is a standard that reflects whether a customer's customer service is of high quality. For example, to go to some low-grade three-star hotels, the front desk service staff should help customers open the door. When the door was opened, the customer service staff went ahead. In a higher-priced hotel, he will let the customer go ahead, unless it is a baggage handler. This is a high standard of customer service, and this service is hard to enjoy in ordinary places.
7. Open questions are used to guide customers to tell the truth. For example: "Can you talk about the specific situation at that time? Can you recall the specific situation at that time?", a word is asked, the customer is endless, this is an open question.
8. The closed-ended question is a retelling of the customer's problem, which is used to end the question. When the customer describes the problem, you say, "You mean to replace the product, is this the case?", this is a closed issue.
Found market potential gap
The social division of labor is becoming more and more clear, and people's needs are becoming more and more detailed. Therefore, small entrepreneurs should pay more attention to market demand and vacancies, and commit themselves to the goods and services that the operators do not have, which is a blind spot in the market. For example, operating commodities that are compatible with large-scale stores and complementary products; opening new industries such as scrubbing and pick-up services outside the 360 ​​lines; opening shops, restaurants, new exotic stores, night markets, etc. for the blank of time management, Consumers provide multiple levels of convenient services.
Can do it alone
Small business should not be a partnership (of course, very close relatives can be excluded), in theory, team spirit is good, cooperation is good, it sounds reasonable, small business does not need to cooperate, it is better to do it alone, otherwise Many of your energy will be spent outside the business. This may sound wrong, but it is correct during the actual operation. You can choose to hire an employee, but the partnership should be cautious.
Small profits but quick turnover
As the saying goes: "Three points of gross profit to eat, seven points of gross profit to starve to death." Profits are meager, prices are lower, in the competition to attract customers by advantage, to achieve "thin profit --- multi-sale --- make money" goal. Small business capital is quite limited, and it is afraid of causing a backlog of commodities. Capital turnover will not become a dead money, and the burden will become heavier and heavier, affecting the next step of operation and forming a vicious circle.
Get support from loved ones
This is also very important. Entrepreneurship is not a matter for you alone. It is a matter for your family. It is a matter for all your friends. Because your business will affect their lives. If they don’t understand and don’t support you, you are It’s hard to stand alone, and it will not give up until a long time.
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