Как продавать по телефону. Правила телемаркетолога

Поиск прибыльных клиентов начинается с правильной базы

«Когда я собираюсь что-то сказать, я одну треть времени обдумываю, что буду говорить, и две трети — кому»

Авраам Линкольн

Составьте базу для обзвона потенциальных клиентов:

  • из списка РБК-500, Forbes-200, Финансы — 500, Эксперт-400, Топ-100 интернет-магазинов, рейтинги Большой четверки;
  • из дочек крупнейших компаний типа «Сбербанк», «Газпром», «Лукойл»;
  • из раздела «портфолио» и «отзывы» на сайтах своих конкурентов;
  • из списка конкурентов своих текущих берете самых крупных клиентов, смотрите в брифе на копирайтинг ответ на вопрос: «кого вы считаете своим конкурентом?». Часто бывает ситуация, что компании не афиширует себя, но в своем сегменте являются бессменным лидером, у которого есть деньги;
  • из рейтинга высших руководителей: http://www.kommersant.ru/doc/2810035
  • из отзывиков;
  • из отраслевых журналов, например, в сфере недвижимости выпускаются ежемесячные журналы, где ЛПР (лица принимающие решения) дают свои комментарии — у вас будет перечень компаний и список имен, которые нужно назвать секретарю;
  • имена ЛПР можно найти в интервью с бизнесменами, например, на сайтах Тинькова, Олег, Скобеев и Партнеры, Cossa, РБК.
  • ищите контакты на узкоспециализированных мероприятиях и отраслевых бизнес-завтраках;
  • френдите потенциальных клиентов в facebook и linkidn;
  • выходите на ЛПР через поиск в Яндекс и Google (особенно пристально смотрите на сайты, которые крутятся в контекстной рекламе). Кстати, в Яндексе есть расширенный поиск, с помощью которого можно найти информацию на нужном вам сайте;
  • отфильтруйте по отрасли в Яндекс.Каталоге;
  • ищите контакты в справочниках типа «желтые страницы» (2gis.ru, yellowpages,allinform.ru, eadres.ru, yell.ru);
  • участвуйте в тендерах (sberbank-ast.ru, b2b-rusnano.ru, b2b-center.ru, tender.su, tender.pro).

Если Вы знаете ЛПР, то за день перед звонком зафрендите его в Facebook, изучите его Linkidn и Twitter. Кстати, ваш профиль должен показывать, что вы успешный человек из бизнес-сферы.

~
Планирование — наше всё
  • Базу готовьте утром до 10:00 и вечером после 17:00. Это время низкой трудовой активности.
  • Звоните с 10:00 до 12:00 и с 15:00 до 17:00 — это самое результативное время.
  • Обедайте и читайте развивающие блоги с 13:00 до 14:00.
  • Приготовьте бумагу и ручку, список клиентов и кейсов. Стол должен быть абсолютно чистым.
  • 45 минут звоните, 10 минут отдыхайте.
~
Есть контакт!
Основы делового общения
  • Улыбайтесь! на той стороне трубки очень хорошо слышен ваш настрой.
  • Подстаивайтесь под темп речи клиента —  не надо тараторить, если клиент спокойный. Чтобы подстроиться под речь — мысленно повторяйте за клиентом его фразы
  • Встаньте — так вы почувствуете себя увереннее, потому что вас собеседник сидит, а вы возвышаетесь над ним
  • Перемещение по комнате также снимает стресс — голос начинает звучать увереннее.
  • Одевайтесь по-деловому — на той стороне трубки клиент в костюме — будьте на равных.
~
«Когда не бросал — не забивал»

У меня плохо с закономерностями. Я заметил, что, когда бил со всей дури, забивал. Кистевые броски тоже помогали. Залетало, когда мы были в большинстве и в меньшинстве, с контратак, совсем рядом с пятачком. Клюшку ломал, но забивал. Всеми частями тела забивал. Только одну закономерность я точно знаю: когда не бросал, не забивал!

Уэйн Гретцки, великий хоккеист

  • Делайте не менее 100 звонков в день.
  • Лучше позвонить, чем не звонить. Даже если он послал вас куда подальше, вы попробовали. В эту тему есть бородатый анекдот: Бал. Поручик Ржевский в окружении великосветских особ. У поручика Ржевского спрашивают:
    — Расскажите, каким образом у вас получается пользоваться таким бешеным успехом у дам?
    — Ну так… ничего сложного! Я на балу подхожу к даме, и говорю: «Разрешите вам впенд****ть!»…
    — Ну так можно и по морде получить?
    — Бывает… получаю, но чаще впенд***ваю!
  • Лучше поучаствовать в тендере, чем проиграть без боя. Вы получите опыт, заказчик запомнит вас.
  • Лучше озвучить высокую цену, чем решить за клиента, что он не может себе это позволить.
~
Всего три минуты

При звонке потенциальному клиенту главное продержаться т одной до трех минут, далее общаться будет намного проще. Самое главное не сдаваться, когда услышите возражения.

~
«Не интересно!»
Работа с возражениями
  1. Никогда не воспринимайте слова «нам ничего не надо» как отказ. Воспринимайте это как вызов. Но даже если вам не удалось с 1 раза заинтересовать, обещайте перезвонить через месяц и включите емейл клиента в корпоративную рассылку.
  2. Избегать паузы после фразы «Нам не нужно»
  3. Говорите фразы формата: «Многие наши клиенты изначально именно так реагировали на это предложение, а потом благодарили за оказанные нами услуги» или «Ваш конкурент «Папа Джонс»  тоже говорил, что ему не интересна эта услуга. А потом добились 4,5 миллионов чистой прибыли с нашим SMM. Подготовьте список лучших клиентов, на которых можно ссылаться и кому можно позвонить по запросу.
  4. Объясните, что конкретно получит клиент в результате. Именно выгоды, а не услуги (помните, клиент покупает дырки, а не сверла). Оперируйте словами «результат», «прибыль», «достижение успеха», «выгода», «рост». Составьте речь в лифте.
  5. Расскажите менеджеру, принимающему решение, главное — сколько он потеряет, если не купит ваш продукт.
  6. Не мучайте клиента вопросами — ваша задача заинтересовать/заинтриговать, а не допросить.
  7. Если вас просят выслать кп на почту, даже не рассказывая про свои бизнес-показатели, значит а) собирают множество предложений; б) вежливо пытаются послать вас. Не пытайтесь продать услуги по телефону. Продайте встречу с вашим лучшим бизнес-аналитиком.

 

~
Каждое утро я просыпаюсь,
чтобы к вечеру стать лучше

Ключ к совершенству: ставить правильные задачи и заставлять себя их решать, даже если кажется, что они не по силам.

Радмило Лукич

Каждый день я читаю 30 минут. Иногда встаю пораньше, чтобы полистать страницы очередной бизнес-книги, но чаще читаю перед сном. Всего 30 минут в день — это книга в неделю, 4 книги в месяц, 48 книг в год. 48 книг, Карл!, которые отделяют меня от тех, кто не любит читать.

Лучшие книги по холодным звонкам:

  • «Техника холодных звонков», Стивен Шиффман
  • «Мастер звонка. Как объяснять, убеждать, продавать по телефону», Евгений Жигилий
  • «Скрипты продаж: готовые сценарии «холодных» звонков и личных встреч», Дмитрий Ткаченко
  • «Мощные вопросы», Эндрю Собель
  • Александр Левитас. Больше денег от вашего бизнеса
  • Джон Шоул. Первоклассный сервис
  • Радмило Лукич. Начиная свой бизнес

 

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