tm techniques 2014 3-12
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LatihanTele Marketing
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Latihan Telemarketing :Latihan Telemarketing :1. Preview – Personal Financing
2. Kemahiran Telefon– Teknik / Attitude– Closing Sales
3. Loan Produk Training– Loan Glossary – Produk – MAB Coshare/Ukhwah etc– Pengiraan– FAQ– Pratical & Cubaan
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LatihanTele Marketing
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Telemarketing merupakan salah satu aspek yang paling penting dalam proses jualan di seluruh semua perniagaan.
• Trend terkini & strategi yg berkesan• Phone menjadi teman rapat setiap customers• Kos efektif / fleksibel
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AGENDAAGENDA• Bahagian “1” The Basics
– 1. Sikap / Attitude– 2. Teknik Telefon– 3. Confidence– 4. Listening– 5. Verbal & Vocal Skills– 6. Preparation / Persediaan– 7. Call Handling Technique
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Garis PaduanTele Marketing
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CERIA
Build a good customer relationship. Create a devoted customer.
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Have confidence in yourselfYou’ll do better thanyou think.
Yakin Diri Sendiri
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sentiasa bersemangat…
because you Can Do It!
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Make a good
First Impression
Be everything you would expect and want to your customer as you would for yourself
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Go the extra mile & Always
Melakukan Tindakan berlebihan
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But… NEVER, EVER say that you…
It’s our responsibility to get the answersthey need.
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Don’t be afraid
We have all been there & walked the same roads.
JanganRisau
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Use all of your TOOLS
Use your resources: your knowledge base, internet, yourSubject Matter Experts, your co-workers, and anythingelse you need to in order to get them their answer.
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…or provide
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To have
Take a deep breath. Sometimes theydon’t know, so you have to teach them.
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1.1 SIKAP Anda
• Enjoy selling / Nikmati Proses Jualan• Bersemangat• Become Customer Focused /
mementingkan pelanggan• 'Own the problem’
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1.1 SIKAP Anda 1.1 SIKAP Anda • Tanpa mengambil kira keadaan, anda sentiasa
mengawal sikap anda sendiri.• Sikap yg positif dapat bantu walaupun dlm
situasi yg memuncak. • Orang yg berjaya selalu memilih bersikap
positive.
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Teknik TelefonTeknik Telefon
• Ceria & Semangat• Sebut nama anda dgn Perlahan-lahan !!
• Gunakan nama pelanggan anda dengan kerap… sekurang-kurangnya 3 kali.
• Menyatakan semula “masalah mereka” untuk memastikan bahawa anda memahami.
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Apakah postur anda ?Apakah postur anda ?• Walaupun yang
tidak dapat melihat anda, mereka boleh mendengar suara anda.
• Postur berkesan membawa kepada perkhidmatan yg cemerlang.
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Garis Panduan - Proses Telefon
Garis Panduan - Proses Telefon
1. Perkenalkan diri2. Cuba menarik perhatian customer3. Jelaskan tujuan kenapa anda
telefon 4. Menyampaikan manfaat/kebaikan :
– Menggunakan +ve penyata adalah yang paling meyakinkan.
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1.3 KEYAKINAN Anda
• Mesti mempunyai kepercayaan SEPENUH dalam
produk & perkhimatan anda
• Ketidakpastian baka ketidakpastian
• Knowledge/pengetahuan membawa keyakinan
• Cuba fikirkan nilai yg dibawa oleh setiap pelanggan.
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1.4 YOUR LISTENING SKILLS
• Kenapa manusia ada 2 telinga & 1 mulut ?
• Kenapa anda perlu mendengar ?– Anda perlu ketahui pelanggan anda– you can't sell until you know– you can't know until you listen– Anda akan mendapat “clues” tentang apa
pelanggan yg minta.
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1.4 YOUR LISTENING SKILLS
• Bagaimanakah Anda perlu mendengar ?– Elakkan mengganggu– Selalu menanya balik produk kami jika situasi
mengizinkan
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• The telephone is non-visual– In normal face to face dialogue, research has shown that
communication is:• 7% the words we say • 38% the way we say them• 55% non verbal signals
VERBAL & VOCAL SKILLS
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Listen activelyuse acceptance responses so they know you are listeningrepeat all critical elements so they know you understandparaphrase to confirm understandingask clarifying questions when necessary
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VERBAL & VOCAL SKILLS
• They can't see you - you can't see them• You can't show them products or literature • They can't see that you are sincere• You can't see their reactions
• But you still have to:• Present your ideas to them • Get their feedback• Know how it's going• Know when to move on• Know when to ask for the order
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VERBAL & VOCAL SKILLS
Focus on the voice• Be warm and sincere• Use the voice to build trust • Don't speak too quickly• Don't mumble• Don't SHOUT• Lower the voice for maturity
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Meningkatkan Vokal Anda Meningkatkan Vokal Anda
Menarik nafas panjang semasa bercakapMenyatakan dengan jelasKeep your voice pitched as low as you comfortable canListen to your own voice mailIf you have an accent speak s l o w l y
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Lima Perkara yg Tidak Boleh sebut Lima Perkara yg Tidak Boleh sebut
• No. / Tidak• I “can’t” / saya x boleh• It’s policy / Ini adalah polisi• Expletives / Kata lontaran• Saya tidak tahu
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VERBAL & VOCAL SKILLS
• Elakan Bahasa –ve – Possibly - maybe – perhaps / Mungkin– We might be able to do this /– I hope that will be OK / Saya harap akan ok– If you decide to buy it ...
• Gunakan Bahasa Positive – I am sure that will do the job
– I know we can get that for you – I'm certain you'll be pleased with this – Once you've taken delivery
• Ask questions to keep control and get feedback
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6. PERSEDIAAN
• Bersedia dgn soalan bakal ditanya.
• Memahami produk kami dgn teliti.
• Ketahui perbandingan produk competitors.
• Mahir dgn teknik FAB :- – F (Features / ciri-ciri)– B (Benefits / kebaikan & Faedah)– A (Advantages / kelebihan)
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1.7 Handle Pelanggan yg Marah
1.7 Handle Pelanggan yg Marah
• Berterima kasih kepada mereka yg memberitahu anda masalah tertentu.
• Minta dan dengar dgn teliti. • Memberi komitmen utk selesaikan
masalah yg dibangkitkan.• Follow up
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M9-01
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Perniagaan = Jualan
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Kita semua adalah Jurujual dalam hidup:
Menjual ciri-ciri diri kepada majikan
Menjual kebaikan kita sebelum dapat menarik pasangan kita.
Menjual nilai, idea, cadangan kita supaya prospek yakin dan terima kita.
Psikologi Jualan …Membuat JualanMembuat Jualan
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Ada dua halangan besar dalam jualan …
Ketakutan melakukan kesilapan.
Ketakutan dia akan ditolak.
Pelanggan & prospektif mesti …
Mempunyai keinginan atau mengalami kesakitan yang dapat diselesaikan menggunakan produk atau servis..
Mempunyai kemampuan untuk membeli produk atau servis.
Pelanggan & prospektif mesti …
Mempunyai keinginan atau mengalami kesakitan yang dapat diselesaikan menggunakan produk atau servis..
Mempunyai kemampuan untuk membeli produk atau servis.
Psikologi Jualan …Membuat JualanMembuat Jualan
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MMenjual Adalah Satu Aktiviti Yang Semulajadi enjual Adalah Satu Aktiviti Yang Semulajadi
Dalam “HIDUP”Dalam “HIDUP”
JJualan Yang Berjaya, Punca Permulaan ualan Yang Berjaya, Punca Permulaan
PERNIAGAANPERNIAGAAN
AAsas Jualan Ialah Kuantitisas Jualan Ialah Kuantiti
M9-01
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M9-02
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“ Perasaan Yang Mentukan Keputusan Pembelian
Pelanggan.”
M9-02
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PROFESSIONALMenjadi PENASIHAT
Bijak Menangkis Pandangan Negatif Prospek.
M9-03
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M9-07
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M9-08
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“SAYA FIKIR DAHULU”
“LAIN KALI SAJALAH”M9-12
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MINTA PERKENALKAN LEBIH RAMAI PROSPEK.
M9-13