10組實用電話話術,讓你不再害怕打電話!

　　1

　　為什麼要打電話？

　　1. 讓客戶聽到我們的聲音，感受到我們，加深印象；

　　2. 快速了解客戶情況和需求點，與其猜測客戶心思不如拿起電話；

　　3. 判斷客戶感興趣程度，探尋合作可能性；

　　4. 與客戶溝通更順暢。

　　2

　　先看下以下這幾種意外情境的口語表達

　　1.如果客戶說的快我們聽不懂怎麼辦？

　　can you speak slower? Sorry I can’t catch you.

　　或者自己放慢語速，客戶也會自然的慢下來。

　　2. 如果客戶說的聲音太小我們聽不清怎麼辦？

　　can you speak louder？Sorry I can't hear you.

　　或者sorry？或者pardon?

　　3.如果信號不好，我們需要用什麼英語說呢？

　　如果斷線：I am sorry we got cut off.

　　信號不好：Can you hear me? Hello? I think we have a bad connection，let me call you back.

　　3

　　打電話之前我們要做的

　　Tips:所有電話之前最好跟客戶有發過詢盤開發信，以便能獲取更多信息。

　　1. 整理一天要打的電話，最好直接按你的客戶表格進行篩選，二八法則（重點客戶到次要客戶，按國家時間順序），剛開始一天要準備打10個有效電話，一星期跟進出至少3到5個意向客戶才能保障後續成交的概率。

　　2. 積極的心態。

　　3. 筆，紙。

　　4. 清楚打電話的目的，對於開發信電話我們的目標是什麼？

　　A.大方面：1.確認這個客戶是否為準客戶？2. 是否有意向？3，確認客戶用量也就是價值。

　　B.其它附帶要知道的是負責人的名字，郵箱，產品細節，不要怕聽不懂，只要引導客戶說你想要的答案就行。

　　Tips:恐懼會隨著電話量的增加，讓你一個月後不再害怕，沒有什麼特別的，就是熟能生巧。

　　4

　　針對不同情景開始打電話，不抗拒類型

　　情景一：不知道信息的客戶，只是寫了開發信的終端使用商並沒有回覆，客戶友好的配合

　　A:hello, good morning, this is Cassi, I find you from your website, may I know are you the manufacturer of stone products?

　　客戶：Yes

　　A:That's great! So What's your name pls?

　　客戶：Sarah（如果沒聽清客人的名字，可以問她can you spell it please? S for Sorry, A for Apple, R for Red, A for apple again, h for hello, right? ）

　　A:Hi, Sarah, do you make silicone molds for your stone products?

　　客戶： yes, why you ask? （第一個目的達到，確認準客戶, 如果客戶不是你的準客戶，那麼你可以說sorry for disturbing, bye就可以掛了）

　　A:Sarah, actually we are a professional manufacturer of silicone rubber in China ,關鍵句一初級階段if we can provide you good quality but better price, would you like to have a try?

　　可自己替換更吸引客戶的術語，進階段第二種表明身份的話術And we are the supplier of the biggest artificial stone manufacturer in Malaysia&Korea;

　　now, if we can provide you good quality but with better price, would you like to have a try?

　　進階第三種表明身份的話術our silicone has long shelf life for more than 15 months, nice quality but with better price, would you like to have a try? ）

　　客戶：Why not/ OK. （第二個目的達到，確認有意向）

　　A:Tks for your interest, Sarah, ok, in order to recommend you the best suitable products, may I ask you few questions on the phone?

　　客戶：OK

　　A:How many silicone you use per month? (如果客戶不知道每月的那可以問他每年的or do you know how many you use per year? ）

　　客戶：Around 1000kg （價值確認不錯，所以最主要的幾個目的達到了，如果量小的話就跟客戶說Thanks for your info, if so I think you can just stay with your local current supplier, bye bye~）

　　以下確認其它細節問題，如果對於數量和產品細節問題客戶在電話裡都回答不出來，那我們就說It's ok, I will send you an email , can you check with your production manager and reply me?)

　　A:OK, may I know what hardness of silicone you are using now? Such as 30A, 35A? （儘量給客戶選擇題節省客戶思考的時間，你也容易懂）

　　客戶：35A

　　A:How's the mixing ratio such as 1:1 or 100:3?

　　客戶：1:1

　　A:OK, Sarah, thanks for your information, I will send you details by email. BTW, did you import from China before?

　　客戶: Yes (如果客戶說No， 則可以問：where do you buy? Local market or USA or others?)

　　A:Oh, that's great! Which city? SZ, DG or others?

　　客戶：SZ

　　A:Ok, I see, Sarah, so you are in charge of the silicone, right? （問下客戶是不是負責人）

　　客戶：YES

　　A:info@xxxx is your email?（確認下郵箱）

　　客戶：Yes

　　A:Ok, thanks, nice talking with you on the phone, I will send you an email, wish you a nice day, good bye then~

　　客戶：Ok, bye

　　情景二：寫開發信有回覆的終端客戶，但還不知道意向的，客戶友好的配合

　　A:hello, Good morning, this is Cassi, are you Mr Mike?

　　客戶：Yes

　　A:Hello, Mike, I just received your reply that you are the manufacturer of stone products,may I know do you make silicone molds for your stone products?

　　客戶：yes（第一個主要目的達到，問題儘量引導客戶說yes,讓他不那麼抗拒）

　　A:That's great, Mike, actually we are a mainly manufacturer of silicone rubber in China for many years, our product quality is similar with Dow Corning and Smooth on, but price is much better， would you like to have a try?

　　客戶：Why not? （第二個目的達到）

　　A:Tks for your interest, Mike, in order to recommend you the right product, can I ask few questions? Just takes you one min.

　　客戶：OK

　　A:OK, thanks, how many kgs you use every month?

　　客戶：I am not sure

　　A:Then how about one year?

　　客戶：About 2 tons （第三個目的達到，接下來產品信息就是錦上添花能問到多少信息就算多少吧）

　　A:Ok, Mike, got it. What's the hardness you use? Such as 30A or 35A?

　　客戶：30A

　　A:How about the mixing ratio such as 1:1 or 100:3?

　　客戶：100:3

　　A:ok, Mike, tks for your info, email will be sent to you in 5 mins, pls check and reply me, ok?

　　客戶：OK

　　A:Good, so, nice talking with you, wish you a nice day. Bye bye~~

　　客戶：Bye

　　情景三：不知道信息的貿易商，只是寫了表明身份的開發信，客戶友好的配合

　　A:hello, Good morning, this is Cassi, I find you are selling rtv silicone for mold making, right?

　　客戶：Yes （第一個目的達到，確認是準客戶）

　　A:Are you in charge of silicone rubber?（問客戶是不是負責人）

　　客戶：Yes （如果客戶說NO，那就問他who is in charge ……）

　　A:Great, may I have your name?

　　客戶：Tony（如果不願意說名字就直接表明身份）

　　A:Ok, Tony, I've sent you an email for our products before, actually we are a manufacturer of silicone rubber in China, our product quality is similar with Dow Corning and Smooth on but with better price, would you like to have a try?

　　客戶： Yes, I've looked your email, pls tell me your price(第二個目的達到，對我們產品感興趣）

　　A:Tks for your interest, before I quote you price, would you kindly answer me few questions on the phone about the product? It just takes you one min

　　客戶： OK

　　A:Thanks, May I know how many kgs you sell every month?

　　客戶： Well, like 500kgs (第三個目的達到，知道客戶的用量/實力）

　　A:ok, what's your best seller? Such as 25A or other hardness?

　　客戶：25A

　　A:May I confirm your email address is info@....???（確認下客戶郵箱）

　　客戶： I often use tony@...

　　A:Ok, got it, T for tiger, O for orange, n for Norway, Y for yellow at ….（如果不確定，可以這樣給客戶確認下）

　　客戶： That's right

　　A:Ok, Tony, tks for your information, I will send you details by email in 5 mins, pls check and let me know your further idea, ok?

　　客戶： OK, that's fine

　　A:Nice talking to you, Tony, wish you a good day, good bye~

　　客戶：ok, bye~~~

　　5

　　對於客戶帶有拒絕性的對話的回覆技巧

　　情景一：有固定供應商

　　客戶：no, I am not interested. I already have a stable supplier. （說有穩定供應商，至少確認是準客戶）

　　A:That's ok, I understand, I just want to share you more information time to time by email, ok?

　　客戶：No

　　A:Can I have one last question?? (如果回答YES只要在前面接上that's great, tks)

　　客戶：OK

　　A:How many kgs of silicone you sell /use every months? （這個問題那麼重要是因為要看花多少精力在這個客戶身上）

　　客戶：1000kgs

　　A:OK, tks for your information and wish you a nice day, bye bye

　　客戶：bye

　　情景二：如果前臺不願意轉電話

　　A:Good morning, Can I talk to Tony?

　　前臺：Who's this?

　　A:Cassi from ABC company.

　　前臺：Sorry, Pls send him email.

　　A:Tony knows me well, and I have sth urgent to talk to him. （或者說要給他確認樣品細節信息）

　　前臺：Ok, I will put you through.

　　情景三：我現在有點忙

　　A:ok, so when are you free? I can call you another time

　　客戶：Tomorrow

　　A:So, 10 o'clock tomorrow morning, ok? （跟他另外約個時間）

　　客戶：Ok

　　A:in fact I've emailed you before, and understand you must be very busy, so I called and it just takes you 1 min, ok?

　　客戶：OK （不抗拒就可以繼續聊下，如果客戶說NO， 那就另外的時間再打）

　　情景四：我還要和領導商量一下

　　Ok, may I know what's your mainly concern now? Such as demand, price or others?

　　6

　　客戶打電話過來不知道說什麼怎麼辦？

　　陌生電話

　　A:Hello?

　　A:May I know who's speaking? /who's on the phone please?

　　A:Did we contact by email before? （如果客人說yes，就說OK, What's your email address pls? 如果客人回答no，就直接下一句, 然後在快結束電話的時候問郵箱）

　　A:OK, what can I help you?

　　A:接著確認信息：用量，想要什麼產品，有沒有從中國進口過, 如何知道你的聯繫方式的

　　快結束時候

　　A:ok, I got it. I will send you details by email, can you tell me your email address?

　　A:Is this your mobile phone? Do you use whatsapp?

　　A:OK, let's chat on whatsapp/ let's contact by email then, thanks for your calling, good bye.

　　老客戶打電話過來

　　A:Hello?

　　A:May I know who's on the phone?

　　A:Oh, Marcin, how are you?

　　A:Tell me what's the matter

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