How to sell over the phone examples. Telemarketing (sales by phone)

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From this article you will learn:

How to start selling during a phone call

How to name a price in a telephone sale

How to handle objections in telephone sales

Any product has its own value and costs a certain amount of money. If the consumer believes that the price of the product you are selling is too high, he will not buy it. The essence of selling by phone is to give the maximum value to the product, using a competent presentation. According to statistics, losses of up to 90% of possible profits for entrepreneurs are associated precisely with the inability to establish contact with customers. In this article, we will show you how to sell by phone correctly.

How to start selling during a phone call

Need to make a first impression

In the first 3-15 seconds from the beginning of a telephone conversation, the client already has an impression of you, which cannot be changed later. If your interlocutor does not like something in your voice or intonation, then the dialogue is unlikely to end in your favor, and you will be able to sell something. Therefore, the first 15 seconds of a conversation are very important: during this time you should be able to win over a person to yourself.

If you have to sell by phone, it is recommended to build a conversation in the following sequence:

Company name.
The department you work in, your position.
Last name and first name.
Greetings.

For example: “Azimuth Company, Sales Department, Irina Sokolova, hello” or “MTS Company, Account Manager Kirill Sibirtsev, good afternoon.” By naming the name of the company, you increase the level of trust.

When you voice the organization you represent, it gives the interlocutor a sense of reliability and stability. And when you indicate your position in a conversation, the person understands your direct involvement in this company, which further increases the level of trust and security.

After you have introduced yourself, you need to say a greeting. When selling by phone, you should say hello at the end of the phrase, because if you greet the interlocutor at the beginning, he will have to interrupt you to say hello in return, or hold back to say hello when you complete your text. Therefore, to avoid unnecessary embarrassment, it is better to introduce yourself first, and then say hello.

needs to be identified

At this point, we determine what exactly the interlocutor needs in order to:

Choose the most suitable product or service.
Figure out what to focus on during a presentation to meet the client's wants and needs, taking into account their individuality. If we identify the needs of this person, we can show all the benefits of the product and the benefits of purchasing it, which will significantly increase the likelihood of a deal.
Gather information that will help make strong arguments in favor of purchasing the product. This will help to qualitatively work out his objections with the client.

Many managers, when selling by phone, do not find out the true needs of a person. As a result, he is told about the benefits that are unprincipled for him, missing important points. In this case, the client is unlikely to be interested in the purchase.

Consider a situation where a smartphone is sold by phone in an online store:

Buyer: "Hello! I need a smartphone for a teenager.”

Manager: "I would advise you this option."

Customer: How much does it cost?

Manager: "That's it."

Customer: "OK, I'll call you if I think of it."

What is the reason that the client ended the conversation? Probably, the seller tried to sell a smartphone model over the phone that did not interest the buyer. Perhaps the consumer was looking for something specific - a certain color, size, cost, etc. The manager did not specify his wishes, and therefore could not interest him. For example, a client had a negative experience of owning an LG smartphone, and if you offer him this brand, he will not want to buy and will lose confidence in you.

When you sell by phone, you first need to find out the preferences of the consumer, ask who and under what circumstances will use a smartphone. If, for example, a phone is chosen for a teenager, it is not enough that he just calls: the design, the power of the camera, and the availability of all kinds of functions are important here. It is necessary to proceed to the proposal of options only after identifying desires.

Making a presentation

If you're selling over the phone, pay attention to the importance of presentation. It depends on how well you conduct it, whether the client will purchase the product or not. If the potential buyer does not describe the full value of the product, he will not be interested in it and will not make a deal.

During a telephone presentation, the following should be said.

Focus on those benefits that are of interest to the consumer. For example, the buyer says that the smartphone should be small and have a good camera. During a telephone presentation, you need to mirror the client: “Great, we just have a small smartphone that is comfortable to hold in your hand. It has very good cameras, and even the front camera is 8 megapixels, which allows you to take high-quality selfies ... ".

Thus, you should talk about all the benefits of the product and show the client that this option meets his requirements. So the buyer will see that you offer exactly what he needs.

In the next step of your phone sales presentation, you need to list the pros of the product. Once you've covered all the features that meet the client's requirements, it's time to talk about other features that you find important and attractive. It should be noted why this model is better than the others, what other buyers say about it, if such reviews already exist.

A competent presentation increases the value of the product, and in order to properly sell by phone, in no case should you neglect this stage. After it, you can already begin to discuss the terms of the purchase, talk about the price and method of payment and delivery.

If during the presentation the interlocutor interrupts you and asks questions about the cost of the product, you should proceed as follows:

Name the minimum price to satisfy the person's interest and reassure him.
Take the conversation to the next stage: make an appointment (often sales are made only in person, when the level of trust reaches its maximum level).

How to name a price during a telephone sale

If you are faced with the task of selling goods over the phone, you do not need to voice the cost immediately. Otherwise, you will not be able to identify customer preferences and add value to the product during the presentation. The number can scare off a potential buyer and negate his interest in your offer. With this approach, you will not be able to effectively sell over the phone.

When calling, do not rush to directly answer the question about the cost of the product. First, try to identify the client's preferences to give yourself the opportunity to make a quality presentation and work through objections. Then move on to other benefits of the product, increasing its value in the eyes of the buyer. And the final stage during the sale by phone will be the announcement of the price and terms of the transaction.

An exception is if the client persistently asks to name the cost. In this case, you need to tell him about the price or go to the next stage of the presentation. When you sell by phone, you need to observe the mood of the interlocutor and act according to the situation.

The best option is not to voice the cost during a telephone conversation, but to set up a meeting at which the terms of the purchase, including the price of the goods, will be discussed. In a personal meeting, the level of customer confidence increases, as does the likelihood of the transaction itself. If we are talking about an online store and you sell by phone, then all the conditions are discussed during a conversation without additional meetings.

It may happen that the consumer wants to know the approximate cost of the goods in advance. Here you need to act according to the situation. If you feel that the buyer is not ready to come to a meeting to discuss the terms of the transaction without knowing the estimated price of the product, you need to provide it when talking on the phone. How well you manage to prepare the client for the cost depends on how long and how professionally you sell. Let's look at two examples of how to voice the price of a product.

When you are selling over the phone. If the cost of the product may vary depending on the configuration, functionality, quantity, do not give the exact figure. Say the minimum price of the goods with the preposition "from". For example, "Such a car will cost from 500 thousand rubles."

To make it clearer how to sell by phone, let's look at an example. Let's say you sell custom-made furniture, and your client wants a built-in wardrobe filled with shelves, hangers, and other accessories. To the question: “How much will the closet cost?”, - you need to answer that such an option will cost from 15,000 rubles (minimum price), and the final figure will depend on the size, selected fittings and other factors. Say that it is possible for a specialist to visit your home, who will take measurements for free, take into account all wishes and calculate the exact cost. It turns out that we did not immediately scare away the client with the price, but gave ourselves the opportunity to meet with him and increase the level of trust.

If your task is to sell goods over the phone at a fixed price, then you can no longer use the preposition "from". This will not help warm the contact or prepare the client for the deal, but will only cause mistrust.

When you sell in person. In this case, you can talk directly about the price of the goods and not try to avoid the answer. At this stage, the level of consumer confidence in you is at the maximum level, a competent presentation has already been made and the buyer is interested in the deal.

During a telephone conversation, it is better to limit yourself to identifying needs and submitting a presentation, and discuss all the nuances already in a personal meeting, when contact with a potential client has been established.

Managers hear the word “no” much more often in telephone sales than in face-to-face meetings. It often happens that sellers lose the initiative in a conversation when they get to a more “experienced” client who talks incessantly and leads telephone conversations to a dead end. It is very important not to lose heart in such situations.

Beginners are very susceptible to the impression of failure and failure. To cheer themselves up, some sellers spend time in a smoking room or near coffee machines.

But, in fact, such “doping” only aggravates the situation. The plan of telephone conversations breaks down, the nervous system is overworked, “burnout” and loss occur.

To prevent this from happening, set the rules for conducting telephone sales and conduct a short workshop with newcomers. Develop conversation scripts with the client.

Do not pause after each call and think about the result. Calls should go continuously, even if the previous client rudely expressed his indignation at contact with you.

Also determine the schedule of work and rest during the day. It's a good practice for salespeople to call continuously for 50 minutes in a row and take a break every last 10 minutes of the hour.

Then the seller has a passion, a working attitude, and there is simply no time to think about failures.

Follow the business process

Telephone sales is a specific business process. There should be a single sales technology. Greeting the client, handling objections, possible and unacceptable phrases, the order of product presentation. All this must comply with a single regulation.

Develop development sheets for conducting. Break them down into stages and describe the algorithm for talking with a client from the first to the fifth call.

Such sheets are very important in situations where telephone conversations are conducted with regular customers. Managers often switch to frivolous communication and forget about corporate standards. And such a deviation from the business process can be fraught with the consequences of failure.

Talk only to LPR

A typical mistake of most managers, more often newcomers, is to sell to everyone who is ready to listen. Especially when before that a telephone conversation with a client could not begin for several days.

Sellers are ready to praise the product, forgetting to clarify whether this listener is authorized to make a purchase decision.

It makes no sense to sell to those who do not influence . You only need to go to (LPR).

It is important to understand that the decision maker is not necessarily the general or commercial director of the enterprise. It can be a department head or a department head.

Therefore, before launching phone sales into an active status, find out who you need to contact to discuss the terms of the deal. Next, determine the methods you use to contact decision makers directly.

Fix agreements

Having received permission from the client to send him a commercial offer, the newcomer falls into euphoria and forgets to record the agreements reached during telephone sales.

As a result, the manager does not just lose the details of the negotiations in his memory, showing his incompetence to the client. The seller may even forget to contact this buyer after sending the email. Thus, losing the client forever.

Be careful with theory

What works well in theory is not always part of successful practice. Especially when it comes to foreign books about sales published in the middle of the last century.

Some sellers use such books as a bible in telephone sales. And they sincerely do not understand why such well-known theories do not work.

For example, unfortunately, you can still run into a manager who starts a telephone conversation with a question like this:

“Do you want to get a new model of our product for only 1000 rubles?”.

Or uses too many situational questions that completely discourage the client from the conversation.

If such experts got into your team, then it is better to send them to an intelligent training so that they pump their skills in the real conditions of telephone conversations.

Find out the reason for rejection

Another of the most common mistakes in telephone sales is to hang up immediately after a rejection without identifying the reason.

But it’s far from a fact that the client is really not interested in your offer. A potential client, who is forced to answer several sales calls per day, says “no” to any offer just automatically.

Many managers lack simple persistence (not to be confused with obsession). Ask the client some leading questions to find out their values and needs. This will help you close the deal faster, or you'll learn a new objection that you'll need to think about handling.

Avoid closed questions

It would seem that all salespeople know about the technique of open questions, especially in telephone sales. However, it is still not uncommon to encounter such an error.

What are closed questions?

1.Are you interested in such and such equipment?

2. Do you buy machines of such and such functionality?

3. Would you like to receive our commercial offer?

Those. These are questions that can be answered with a single yes or no. Of course, the answer "no" is pronounced much more often, and already on the machine.

Start the dialogue with open questions, to which the interlocutor should give a detailed answer.

Collect a database of good and bad scripts

A fairly common mistake of a business leader is not to record or listen in on the telephone conversations of managers.

Why is it important?

Best Managers

Even executive and diligent workers are not immune from mistakes in telephone sales. Call recording control will help them see what they are doing wrong and correct the situation.

Worst Managers

Having control will make relaxed employees take work seriously. And if negligence is repeated, you will be able to say goodbye to an unscrupulous employee in time.

In addition, such records are an excellent material for training your employees. You record the best phone conversation and the worst. Thus, using a specific example, you show what telephone conversation scripts should be and what not.

How to introduce yourself

It takes a few seconds for the counterparty to form his opinion about the seller, albeit a wrong one. Therefore, the first phrases of greeting and introduction in a phone call must be verified.

Even in a phone call, try to make your “hello” sound sincere. Sometimes you can switch to other forms: “good afternoon”, “good evening”, etc. By the way, all phrases that begin with the attribute “good ...” are not so hackneyed, although they are less easy to pronounce.

Next comes the presentation. Absolutely necessary element of telephone sales. In a friendly, calm but energetic way, state your name and what company you are from. It is better to use a phrase like: "My name is ... I'm from the company ...".

And now, most importantly, all these phrases during a phone call should be uttered in the context of certain states of the employee. Their definitions came from the training and telephone sales practice in America and Europe.

1. Confident (confident)

It seems to be obvious. Confidence can be embedded in the essence of a person. And if it is not there, then this does not mean that it is not suitable for telephone sales. Confidence can be earned. Firstly, it appears with experience, and secondly, you need to understand very clearly what benefits the proposed product will bring to the buyer.

2. Enthusiastic as hell

The level of the seller's energy message during a phone call should be very high. It stems from confidence, and in the future occurs due to the normal physical condition and acceptable mental balance of the employee. The employer can, by the way, influence both the first and the second.

3. Sharp as a tack (literally - sharp as a pushpin)

Phone calls are the most dynamic form of customer interaction. Therefore, the seller must be very smart in order to quickly respond to the changing tone of the client in the first seconds of the call. An employee is smart if he interprets the client's words and ulterior motives in a timely and correct manner. The good news is that the manager's mind, if desired, sharpens with experience.

So, the greeting and introduction for telephone sales must be pre-written, verified, tested and rehearsed a thousand times. The first words of an employee are half the battle in a successful telephone sale. Let them sound simple and cheerful.

The client is pain, we listen and hum

In fact, we are talking about a specific technique for dealing with customer objections during telephone sales. It's a paradox, but it doesn't require the salesperson to be verbose. This is a clear algorithm that is based on the technique of active listening.

1. Listen

So, the basis of the algorithm is listening to the objections of the client. Unfortunately, this does not always happen. After 4-5 objections to an inexperienced seller, the buyer can become "bored", which will lead to a decrease in the level of enthusiasm.

Still, don't play psychic during a phone sale. Listen to the end, as the client objects, what he says at the same time. Only in this case, a smart employee is able to understand where the buyer has a “button”.

The practice of telephone sales also knows many cases when a purchase was made simply at the stage of actively listening to the troubles and pains that pour from the other end of the wire.

2. Understand

The process of “understanding” does not at all imply that you and the buyer agree on everything. It is extremely important to memorize and use the phrase: "I understand you." These words have the magical power to win over a person for several reasons:

This phrase in the life of a client sounds quite rare,
Few people really want to understand your customer,
In our daily communication, understanding and agreement is not the most common thing.

Therefore, your "I understand" is almost one hundred percent likely to spill like a balm. However, in order not to run into the answer - “yes, what do you understand”, immediately smoothly proceed to the next stage.

3. Join a client

The "attachment" phase of telesales builds a bond with a customer that will build trust in you. It is necessary to explain to the buyer what exactly the seller “understands”. As a result, you get a credit of trust and a chance to sell.

Gently argue and ask questions

1. Counterargument. From this stage, in fact, verbal work with an objection begins with the help of logical methods.

2. Clarify if there are any questions . After answering the objections, you should ask, “Do you have any more questions?” If the buyer continues to object, go to "I understand" and move through the algorithm.

According to the presented algorithm, you can “walk” several times. At least three. On the other hand, in phone sales, you don't have to go for the record 20 times.

How to work with a hidden client

It is important to remember that people very often say things that are not what they think. Therefore, in telephone sales, it is important to correctly interpret "stupid" arguments from the seller's point of view. They are also called hidden.

Here are some typical objections:

"I will think"
"Expensive"
"I'll call you back"

Clients do not always openly express their doubts and may "hide" the real reasons for the refusal under these phrases. The task is to identify them and help the buyer make the right decision for himself.

If you are asked for time to think, start “thinking” and reasoning immediately with the customer in terms of their benefit, as what you are actually told in telephone sales is:

"not now",
"I will think",
"postpone",
"I need advice"
"Give me a break"
"I will consult"
"Let's go next week."

When a person says “expensive” in a telephone conversation, this can mean:

"give a discount",
"make it cheaper"
"competitors are cheaper."

When the words “I’ll call you back myself” burn in a telephone conversation, this is most likely the result of some kind of mistake in the early stages of a cold call. The manager simply could not win the trust of the client.

After all, he knows exactly what he wants and what he does not want. And it’s unlikely that he will be able to sell something he doesn’t need. Therefore, the emphasis in this technique of telephone sales is on the logic and description of the qualitative characteristics of the product. It is not worth lying at the same time, since the interlocutor, by virtue of his experience, can easily catch the seller in a lie.

tough/assertive- wants to have the best that is on the market and prefers to cooperate only with popular companies. In addition, it can be rude and prone to moralizing.

The main thing here is not to get confused and continue to conduct telephone sales using technology. In the language of benefits, you will have to prove that the product offered is unique and in demand by others. So the interlocutor will be convinced that he himself may need the product.

Unsure/hesitant- in the course of a telephone sale, you can notice that the interlocutor doubts not only the need to buy the offered product, but also its quality.

In this case, the specialist is required to prove to the client the importance of cooperation without pressure. During the dialogue, win him over and show that his opinion is important. This is where active listening is especially important.

We have considered the typical mistakes of managers in telephone sales. Analyze the situation in your department and eliminate them.

Many sellers have to deal with the sale of not goods, but services. This area is in demand. Such services are provided in medical, educational institutions, beauty salons, taxis. They are provided not only by companies, but also by individuals, performing certain work. But not everyone knows how to properly organize a business so that it brings a stable and high income. How to sell services will be discussed in the article.

Why is this needed?

Entrepreneurs are often encouraged to sell services with goods. Many companies pay more for this. But not all sellers understand why this is necessary. Is it possible to sell services if the business has just opened? It is necessary to do this. You just need to use proven methods.

It all comes down to the fact that the service is considered that is, the profit from it is higher than from the goods. For example, the mark-up for an air conditioner may not be noticeable; during the season, the sale of this equipment often brings a small profit. But if the installation of equipment is ordered, the company will receive a high income that will pay for everything.

Principles of selling goods

All people have different methods of obtaining information: a person can be visual, auditory or kinesthetic. Some remember everything visually, others by ear, and still others by touching the object. For a full-fledged person, all 3 methods work, but there is always a more comfortable one.

Selling something to visuals and kinesthetics is difficult. The seller can talk a lot about the product, but if the buyer does not see or touch it, then it will not be easy to sell it. Many customers are looking for products on their own, so they are guided by the senses. So it's important to use marketing methods that are suitable for most people.

Features of the implementation of services

The service is considered a more delicate thing. In order for the client to like it, you need to learn how to present it correctly. How to sell services? You should be guided by proven principles:

services must be of high quality, otherwise they will not be popular with customers;
an important role is played by the training of sellers, since in many respects the success of trade depends on them;
it is important to create a visualization of services: brochures, leaflets, posters, folders, presentations - this is how buyers perceive information better;
clients must be sure of safety, receiving an individual approach.

If you take into account these rules, you can properly sell goods and services. This will help attract customers who can become permanent. At the same time, it is necessary to improve the work of your company, improve the quality of service and find new methods to attract customers.

Step-by-step instruction

What services can be sold? Any, the main thing is to use proven methods:

it is necessary to choose a method of implementation taking into account the needs of customers;
unique features that are unlike competitive ones must be introduced into the activity;
it is important to clearly position the company;
it is necessary to use flexible pricing;
you need to create a convenient buying process;
need to advertise services;
An individual approach is important for each client.

With these principles, you can promote any services, making them in demand. It is important to choose an appropriate implementation method, such as telephone, internet or other media.

Visualization

Consumers need to see the work, so they need to be shown a video or photo. You can provide consultations, conduct trainings. If this is an informational work, then it is possible to submit reports on electronic media, for example, screenshots, presentations.

Consumers need to evaluate the results of the activity, so they should be shown. Facts about the work done are of great importance. If the consumer is satisfied with everything, he will definitely seek help.

Sale of services by phone

This type of sales is considered one of the most difficult. Now various companies work this way: banking services, Forex. Investments, installation of meters, internet connection. How to sell a service over the phone? You need to be guided by the following rules:

due to high competition, good sales scripts are needed to help with customers;
sellers must use sales techniques, as well as know everything about the services they offer;
it is important to be able to work with objections and close deals correctly;
telephone sales should be carried out with the help of paraverbal communication - intonation, voice;
it is important to make the required number of calls for a specific period of time.

It should be borne in mind that no matter what service is offered, if it is in demand, it is necessary to find a client. Often this is done with the need to control the work of competitors.

Internet using

How to sell legal services, as well as medical, transport? It is necessary to have a website designed according to modern requirements. What services can be sold with it? Great for booking tickets, making translations, consulting in various areas of life.

The site should have informative, optimized articles. There should be feedback, a function for accepting payments, a section with reviews. It is necessary to take advantage of social networking opportunities that can be used to create a community. This will allow you to connect with buyers. On the Internet, you can create advertising in other ways.

How to lure clients?

Business needs strong people. And if there are a lot of clients, you should not relax. Competitors can lure them to their side at any time. How to sell services so that there are always those who want to buy them? It is necessary to use poaching methods. Now this is practically the only way to increase sales.

Competitors have pros and cons. On the shortcomings, you should build a marketing policy. It is important to offer more favorable conditions than in other firms. For example, ISPs offer free connection and setup. Such techniques will help to gain many new customers.

Dumping

How to sell services so that it brings high profits? You can use dumping - a decrease in value (below the market). This tactic is needed to force small firms out of the market. Dumping is great for promoting a company.

Just keep in mind that those customers who came for the sake of price can quickly disappear. They will not be permanent, because they are attracted to more profitable options that may appear in other firms.

Competitor Mistakes

How to sell services in other ways? You can take advantage of your competitors. You have to take advantage of this. For example, if a provider has a communication outage, then competitors whip up a panic using the media. At this time, it is important to offer more favorable conditions.

Secrets of a successful sale

You need to focus on the customer, not the service. This is the key to success in business. For the client, you need to become a friend who is attentive to his interests. Service users care about every little detail. You should quickly respond to requests, phone calls, and also greet politely. The first impression matters.

The company must be honest with consumers. Therefore, promises must be kept. Only for quality services will apply. If discounts and promotions are offered, then all this should be real for the client.

Correct positioning of services is necessary. Consumers evaluate this based on personal experience. This is how the public opinion about the work of the company is formed. If one consumer liked the company's activities, then he will offer other people to use its services. Each person is unique, therefore, with the help of an individual approach, you can form a positive attitude towards the work of the company.

Demanded services

Now the best-selling services:

household;
informational;
advertising;
transport;
specialized.

Household services will always be in demand as people constantly need help in their daily lives. It can be home renovation, cosmetic work, hairdresser. Ateliers, clothing repair, dry cleaning are in demand. No wonder there are a lot of companies like this open right now.

Household services include caring for the sick and children. Some use such help due to lack of time, others - due to lack of skills. Opening a personal services company does not require large investments, compared to other types of business.

You can sell household services using advertising, publications on the Internet, distributing brochures and booklets. It is necessary to regularly arrange discounts and promotions for customers, and then they will become permanent.

Information services are in demand. They allow you to receive advice from specialists in various fields: recruitment, customer search, audit, advising on special issues, collecting information, training courses.

Information services can be advertised through radio, television, newspapers, the Internet. Each client should be provided with a business card, a booklet with activities. An individual approach to each person helps to attract buyers of services.

Popular advertising services that are necessary for every company. You can create banners, organize events, place ads. The services of animators and promoters are in demand. Companies need help creating websites and promoting them.

Popular in Russia. It can be the transportation of goods, passengers, courier delivery. For this activity, all types of effective advertising are in demand. Specialized services include medical, legal, technical, construction. Each of these areas is promoted through proper sales management.

A huge number of sellers are forced to sell not only goods, but also services. This activity is very popular. We are talking about the sale of services in a variety of organizations - medical, educational, and so on. They are provided by both companies and individuals. At the same time, not everyone knows how to competently carry out sales by phone - so that the activity leads to a good profit. We will talk about this further in more detail.

What is the purpose

Often, businessmen sell services and goods at the same time. Many organizations pay higher wages for this. At the same time, not every seller understands why this is generally necessary. Is it possible to implement immediately after opening a business? Yes, you can (and even need to) do it. The main thing is to use only proven methods.

As a rule, a service is a high-margin product.. In other words, the income from it is more tangible than from the product. For example, the surcharge for air conditioning may not be so noticeable; during the season, the sale of this type of equipment sometimes brings not such a large level of profit. If they order the installation of equipment, the company will receive an excellent profit, which will cover all costs.

What are the principles of telephone sales?

Any person uses a variety of methods to obtain information: he can perceive information in the form of audio, video. Some people have excellent visual memory, while others have excellent hearing. The third category likes to choose a product by touch. As a rule, a person uses all three methods, with the allocation of one.

Selling products for visuals and kinesthetics is not an easy process. A consultant can describe the benefits of a product for a long time, but if a person cannot look at it (and “feel” it), it will be extremely difficult to sell it. Some people are engaged in an independent search for goods, using their intuition. Therefore, it is worth using such methods for the sale of goods that suit as many people as possible.

What are the characteristics of selling a service?

Service is a much more delicate thing. In order for the client to appreciate it, it must be correctly presented. How to implement services? First you need to use the well-known principles:

Any service must be of high quality, or they will stop ordering it very quickly.

The fact that the seller is trained is very important, since trading success depends solely on his skills and persuasion skills.

It is necessary to visualize services with the help of brochures, leaflets, posters, folders - this will help the client to get acquainted with the information in more detail.
Buyers should have no doubt that maximum attention will be paid to each of them.

If all the above rules are taken into account, the problem-free sale of goods and services is possible. It is possible to attract regular customers. But it is always worth improving the activities of your own company, making better service, using new ways to attract customers.

Step-by-step instruction: how to learn how to competently sell goods or services

What can be implemented? Anything. The main thing is to use the following methods:

It is important to choose a method of sale, taking into account customer needs.
Activities should be distinguished by originality, dissimilarity to the proposals of competing companies.
An important point: a clear positioning of the company.
It is mandatory to use flexible pricing.
The procedure for purchasing a product or service should be as comfortable as possible for the client.
Services need advertising.
It is necessary to take into account all the wishes of the client.

These principles will help you realize any product or service. The main thing is to decide on the method of sales - it can be telephone, via the Internet, and so on.

Visual Perception Method

The client needs to see the product, so you need to show him a video or image. It is possible to conduct consultations, trainings. If we are talking about the work of information orientation, you can show electronic reports. For example, screenshots or presentations.

Potential buyers evaluate the results of the workflow, so be sure to show them. If the client likes everything, he will definitely buy some product.

Sale of goods by phone

This type of sales is considered the most difficult. A huge number of companies work according to a similar scheme: credit organizations, companies that install meters, connect the Internet, and so on. How to sell by phone correctly? Be sure to adhere to the following rules:

Sales must have great scripts - so that you can connect with a potential client.
Any seller should use sales techniques and know all the nuances of the goods offered.
It is necessary to competently respond to objections and bring transactions to their logical conclusion.
When performing telephone sales, you should use paraverbal communication - change your intonation, voice.
You need to call as many times as is appropriate for a certain time interval.

It is necessary to add the following important point: advertising by telephone is often heard by many Russians. No matter what the seller offers, his goal is always the same - to find a buyer for his product (if he enjoys a certain popularity). There is trial and error in this area. It is worth keeping an eye on the activities of competitors.

How clients are poached

Business is a field of activity for strong people. If there are a huge number of buyers, you should by no means “rest on your laurels”. Opponents never "sleep" and can always take them for themselves. How to sell goods and services so that the demand for them never falls? You need to use the methods of enticement. Nowadays, you can increase sales only with the help of this method.

Competitors have both advantages and disadvantages. The latter must be taken into account in their activities. Offer more loyal terms than other companies. Let's say an ISP can offer connection and setup for free. And this will bring him a huge number of new customers.

Use of dumping

To get an excellent benefit from sales, you can use dumping - lowering prices (below the market level). With the help of this tactic, small companies are always forced out of the market. Dumping is the best option, thanks to which you can promote the company.

But it is worth remembering that buyers who came solely because of the cost can leave just as quickly. They cannot be considered permanent, since they only like loyal conditions - and other companies can offer this to them over time.

Analysis of competitive errors

What other ways can be used to sell goods and services? There is an option to use the mistakes of competitors and benefit from it. Let's say the provider has a failure with the mobile network, and its competitors report it in a panic through the media. And they start offering better conditions.

Secrets of profitable implementation

It is important to focus on the customer, not the product. This is the key to a successful business. The client needs to become a friend who will try to take into account all his interests. Such users pay attention to any trifle. It is worth promptly answering phone calls, talking culturally. In a word, leave a good impression of yourself.

The honesty of the company in relation to its customers is also important. The main thing is to fulfill the promise. All services and goods must be of the highest quality. Promotions, sales? The client should be able to actually use them.

It is necessary to correctly position goods and services. Evaluation is given by customers - based on their personal experience. Thus, the company acquires a certain reputation. If the work of the company suits one client, he will definitely recommend it to another - and so on in a circle.

Top selling goods and services

What services and products are considered the most in demand today

The most sold goods and services are:

Household type.
Information oriented.
advertising type.
transport type.
specialized type.

Household goods will never go out of fashion, as people need them on a regular basis. For example, some furniture, equipment and so on. To open such a company, you do not need too much money - this is the least expensive business option.

The sale of household goods and services is possible with the help of advertising, publications on the Internet, brochures and booklets. It is better to do sales for customers as often as possible, and they will move into the category of permanent ones.

Information-oriented services are very popular. For example, getting advice from a specialist in any field: searching for clients, auditing, collecting information, and so on.

Advertising of information services is carried out with the help of radio, newspaper publications, the Internet. Any client should receive a booklet with varieties of services and a business card. A personal approach to any client is the key to successful business.

As for transport services, this includes cargo transportation, courier delivery. You can advertise these services in the above ways.

Thus, you have learned about what constitutes the sale of goods and services by telephone, and what you should pay attention to when developing such a business. We hope that the information has been useful to you!

Any service must be of high quality, or they will stop ordering it very quickly!

We talk on the phone most of the time. At home, at work, on the road, on vacation, at school… Mobile communications allow us to quickly connect and quickly send or receive information. It's fine. But telephone conversations have their own psychological characteristics. On the phone it is easier to offend, but harder to forgive or understand.

You have noticed that you don’t really want to meet with some people, but it’s nice to talk on the phone, while with others, on the contrary, it’s better not to talk on the phone, you need a personal conversation ... The psychology of telephone conversations is a whole art, experts say. Features of communication by phone are important both in personal life and at work.

B.K.: Evgeny, according to polls of sociologists, the most demanded profession in offices is a client manager. This is the person who knows how to “correctly” communicate with a client - sell him goods and services, persuade, convince, apologize if necessary, at the same time > listen carefully, sympathize ... It is no coincidence that the work of a good client manager is compared with the work of a psychologist.
And if the client manager works in a call center, on the phone. Try selling over the phone! I was interested in the psychology of telephone communication. Do you think it's not too pushy to offer services to a stranger on the phone?

E.K.: It happens in different ways. It must be taken into account that the person does not know you. At this moment, he may be busy, and most likely he “has enough” such calls for a day. Therefore, for starters, you can write an email and warn about the call. Then both you and him psychologically will be easier. Thus, the reason for the call appears - your first letter. And do not try to immediately sell in one call.

Selling today is a process, usually consisting of several steps. This is a psychological process that you can control if you act correctly. The first conversation is more exploratory in nature. The more information you can get about the client, the more you can sell him in the future and spend less energy. Think about the fact that you create the right psychological atmosphere for a long time. Solve not only tactical, but also strategic tasks.

BK: Is it necessary to prepare psychologically for negotiations?

E.K. If you are a high-class professional, then the preparation time may be short. Although practice shows that it is the masters of their craft who carefully prepare for negotiations - that's why they are professionals. See how much time athletes, actors, artists spend on training and rehearsing. Good negotiators model the future negotiation process with the help of their colleagues. I conduct special trainings for client managers on this topic. I think that a client manager should be psychologically prepared for negotiations both by phone and in person. To do this, first of all, you need to understand very well all the nuances of the service, the features of your company and the purpose of the negotiations - that is, the essence of the conversation. And, secondly, to master the negotiation techniques. And constantly prepare, train.

BK: Do you have some simple tips for our readers on how to speak confidently on the phone, while not being aggressive, so as not to scare the client?

E.K .: Creating the right psychological atmosphere during negotiations is a whole system, which can be immersed in at least a few tens of hours. But I can give you some advice.

Express respect for your interlocutor - call him by his first name and patronymic. This is how you earn respect for yourself.
Ask if he can talk to you. Whether there is - no, agree on a new time and exactly follow this agreement.
Speak in short, understandable sentences. Telephone speech should not contain participial and adverbial phrases. Don't overload with information.
Raise your chin and speak into the phone with your head held high, as if the other person is in front of you. When you lower your eyes to the table, and even more so when you read, you lose contact, just like in a face-to-face meeting.
Never make excuses, exclude the words "I'm bothering you ...".
Pause, let's, thus, freedom to the interlocutor. A monologue is the worst thing you can turn into a conversation on the phone.
Not only inform, but also ask. Turn the conversation into a question-and-answer format to constantly understand what the client is thinking and what problems they have.
Sell not a product, but a solution to a customer's problem.
Record (maybe even write down) significant facts of the negotiations. Repeat key things after the client.
It is advisable not to say “no” to the interlocutor.
Make sure that you can hear well and no other phone calls can be heard on the phone.
Finish negotiations with a specific (in terms of execution time and content) request.

B.K.: What do you think, can these tips help not in business, but in ordinary, for example, family negotiations?

E.K.: Of course. In both cases, it is a communication between two specific people. And, speaking in everyday language, the goal in family or business relationships is to “agree”. It's just that parents and schools rarely teach us to negotiate. And business forces to understand the interlocutor, to use psychological techniques, business technologies in order to obtain results. There is an amazing effect. On the one hand, people who possess psychological knowledge transfer it from family to business. Conversely, the implementation of certain rules in sales, in business, can change attitudes in personal life.

B.K.: Thank you, Evgeny! We wish you success, interesting projects, and look forward to new informative books from you.

Interviewed by Boris Kulyabin