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400电话接听这些接听技巧!

来源:http://www.jnsll.com 发布时间:2021-07-28 13:07:30 浏览次数:

巧用开场之一
Use the opening one skillfully
就是在自报家门的环节。我相信这个环节每家店都在做,所以如何能给客户差异化的感受,强化对我们的印象就显得尤为重要。所以,我们需要从两方面入手:第一,强化客户对我们店的印象,建议将店内的优势用一句话总结呈现,可以用量化的方式;第二,强化客户对电话接听人员的印象,便于后续的邀约,建议采用个性化名字以及凸显人员的专属性。例如:感谢致电**上汽大众,十年品质服务,您的专属顾问***有什么可以帮您?
It's in the link of self reporting. I believe every store is doing this, so how to give customers a differentiated feeling and strengthen their impression of us is particularly important. Therefore, we need to start from two aspects: first, strengthen customers' impression of our store. It is suggested to summarize and present the advantages in the store in one sentence, which can be quantified; Second, strengthen the customer's impression of the telephone answering personnel to facilitate subsequent invitations. It is recommended to use personalized names and highlight the specificity of the personnel. For example: Thank you for calling * * SAIC Volkswagen, ten years of quality service, your exclusive consultant * * *. What can I do for you?
巧用开场之二
Skillfully use opening two
在需求分析环节我们的侧重点要有所调整,过往在与客户进行需求分析的环节,主要的目的是结合客户需求为客户推荐一套最为适合的购车方案,但是这种情况较为适用于展厅接待的过程,因为电话沟通的时间存在局限性,很难在短时间内全面了解客户。同时我们接到的400电话中最常见的问题应该都是价格类的问题,特别是来电的客户都想获取所谓的“底价”,所以隐藏在价格背后客户的隐性需求才是我们要挖掘探寻的,那如何来探寻呢?
济南正规的400电话服务商
In the process of demand analysis, our focus should be adjusted. In the past, in the process of demand analysis with customers, the main purpose was to recommend the most suitable car purchase scheme for customers in combination with customer needs. However, this situation is more applicable to the process of showroom reception. Because of the limitations of telephone communication time, it is difficult to fully understand customers in a short time. At the same time, the most common problems in the 400 calls we received should be price problems, especially the customers who call want to obtain the so-called "reserve price", so the hidden needs of customers hidden behind the price are what we want to explore. How to explore?
图片
picture
首先,当客户询问价格优惠的时候,我们要先与客户确认好车型、配置、颜色,如果客户预购的车型、配置、颜色都没确定,客户问价格的目的就没那么单纯了,所以我们需要引导客户先行购买本店现有的车型资源,其次,如何客户的车型、配置、颜色都确定了,我们要询问客户是否还有竞品对比,如果客户还在考虑有竞品对比,就说明没有完全锁定我们的产品,所以需要引导客户到店进行产品的体验,如果客户没有竞品对比了,我们需要了解客户的看车经历,客户是否有到店体验过实车也很重要,毕竟不是花几百块几千块,总要实际体验一番的,所以针对没有到店看过实车的客户我们要引导客户到店进行动态与静态的体验。
First, when the customer asks about price concessions, we should first confirm the model, configuration and color with the customer. If the model, configuration and color of the customer's pre order are not determined, the customer's purpose of asking for price is not so simple, so we need to guide the customer to buy the existing model resources of the store first. Secondly, how to determine the customer's model, configuration and color, We need to ask the customer if there is any competitive product comparison. If the customer is still considering competitive product comparison, it means that our products are not fully locked, so we need to guide the customer to the store for product experience. If the customer has no competitive product comparison, we need to understand the customer's car viewing experience. It is also important for the customer to experience the real car in the store, After all, it doesn't cost hundreds or thousands of dollars. We always have to experience it. Therefore, for customers who haven't seen the real car in the store, we should guide customers to the store for dynamic and static experience.

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