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外贸电话开发客户技巧之天龙八音:夺

打电话就需要从客户那里获得有价值的回应,这就需要设计高质量的互动问题来提问.
通常新手通常找对方公司联系人的时候往往会这么说,这类问题几乎等于找死:
情景1:找不对人,被直接拒绝
业务员:“Who is the purchase manager of your company? Connect for me please”
客户:“Non’t me, you will have to call to someone else. Bye.”
情景2:质问性的语气,被直接拒绝
业务员:“Why can’t you company change supplier? Our price is better.”
客户:“That’s our policy. Sorry I can’t help you anymore. Bye”
情景3:祈求性的语气,被直接拒绝
业务员:“Can you change or add a new suppliers anytime,our price is beter.”
客户:“No, that’s a lot of hassle and we just went through it with our current one.”
很多朋友都问,我PI都发了,为什么客户还不下单,为什么不下单?
客户不喜欢被劝导要买什么,或做购买决定。客户不下单通常是对他做这个购买决定的正确与否持不自信态度,犹豫不决,他不太肯定自己是否可以盈利。
生活中我们如果认为自己的购物决定是正确的,我们会不出手买吗?想一想,客户是人,一样的心理。
高质量问题的设定方法:
我们打电话的目的是,通过设定高质量问题获得客户关注。我们把握以下原则:
1.站在客户角度思考,建立可信的专家形象,让客户感觉你这家公司靠谱。
2.发现客户的真实需求
3.深化和客户的关系
4.展示你为客户思考问题的解决方案
高质量问题举例:
比如:我们是做网络机房安全防护产品的。我们了解到国外应用这个同类产品没有警示灯。我们会问
业务员:“Tell me how you can find a bad surge protector when it is bloken?”
客户:“We will check the line and testing by our tools and find it.”
业务员:“That will cost operator more times and cost”
客户:“Yes”
业务员:“Our new design protector will help you save more time. You can find all bad protector in 1 second when they are broken by high current. Would you want more detail about the protector?”
客户:“Very interesting. Please send me email and I will call you ASASP when I read it”
比如:如果你是做印刷品的 设定问题如下:
“Can you tell me how you handle your wasted newspaper or magazine”
这样问行业关联性问题,表明你了解客户的业务。

有时候客户他们自己也不一定清楚他们的真实需求是什么,虽然他让你报价和发样品,PI 但是迟迟不下决定。
我就就需要设定一些高质量的互动性问题来引导客户。
比如:“Can ell me about your existing situation.”
“What is the purpose that you want it make for you?”
“Where is the machine installation?”
“Tell me, how is this going to be implemented?”
“Who will be using these products?”

“What other products are you currently using?”
“Tell me about the products you are currently using.”
“What type of buying patterns do you typically have each month?”
这样设定问题引导客户,客户就会和你讨论他的顾虑和想法。
要避免生硬的死问题,很多人和客户报价时候,老板说让客户告诉我们目标价,能做我们就做,客户说了目标价我们再看。
这样客户往往给出超级低价的价格,让人心瓦凉瓦凉的。
客户的心理,问我目标价,NND,当然是免费最好了!你们是专业公司,难道不能报价和问点专业性问题。
我们设定互动性问题可以让客户感觉和你沟通比较愉快
“Tell me about your budget range?”
“What are your price expectations for this data center update?”
“When you purchased last time, what was the price range?”
碰到客户犹豫不决时候,可能和你联系的是采购员没有决定权,他要联系老板。也可能他需要等他客户的决定。

我们问下面的问题就比较能够互动。
“Tell me about your decision-making process.”
“What method of selecting a vendor do you use?”
“How are you going to make your decision?”
高质量互动问题设定模板
1 . 多用Who, What, When, Where, 避免用why(被问为什么是很烦人的)
“Who is going to be using the product at your customer’s company?”
“What departments are involved during installation?”
“When is the ideal time for implementation?”
“Where are you planning on storing the extra stock?”
2. 用How 的问题来引导客户
“How are the two departments involved in the decision?”
“How are these materials applied?”
“How many do you anticipate needing in the next twelve months?”
3. 最有效的是Tell的问提,鼓励客户交流, 这也是避免无话可说的好方法
Tell me… 问对了问题,客户将会乐于和你交流和分享他的经验,相关的需求还会和你讲故事,只要客户开口,你就已经开始了销售,这会让你在最短的时间获得客户最多的信息。
用Tell me 来设定问题,会让客户感觉到你乐于帮助他解决问题,他可能找对人了。
问对正确的问题,不要碰高压线。客户对问题有内心的标尺和高压线。
1-3 级标尺 客户会很放松的和你交流,这个不涉及客户做决定和金钱问题。
举例:
“Can you tell me about your existing situation?”
“Tell me how you’ve handled this challenge in the past.”
“Who will be using the product?”
“When are you considering implementation?”
4-7 级标尺 这个对客户具有挑衅性,这个会让客户思考拍板流程,客户心理会产生抵触
举例:
“Who worked for you using your existing supplier?”
“If you could change the current process, what would you do diferently?”
“Tell me a bit about your decision-making process.”
“What is your decision date?”
“How many quantity do you expect to buy?”
“What other solutions are you considering?”

业务员: When you’ve established your needs what’s the timetable for changing vendors?
客户: We work on fiscal year here, regardless of when we really need import.
业务员: That must be difficult considering some projects. Can you tell me how the USB notebook light is working for your marketing.
客户: It’s creating a problem. What can you do for us?
这样业务员就比较容易和客户沟通了。