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Latihan
Tele Marketing
Latihan Telemarketing :
1. Preview – Personal Financing
2. Kemahiran Telefon
– Teknik / Attitude
– Closing Sales
3. Loan P...
Latihan
Tele Marketing
Telemarketing merupakan salah satu aspek yang
paling penting dalam proses jualan di seluruh
semua perniagaan.
• Trend terk...
AGENDA
• Bahagian “1” The Basics
– 1. Sikap / Attitude
– 2. Teknik Telefon
– 3. Confidence
– 4. Listening
– 5. Verbal & Vo...
Garis Paduan
Tele Marketing
CERIA
Build a good customer relationship.
Create a devoted customer.
Have confidence in yourself
You’ll do better than
you think.
Yakin Diri Sendiri
sentiasa bersemangat…
because you Can Do It!
Make a good
First Impression
Be everything you would expect and want to your customer
as you would for yourself
Go the extra mile &
Always
Melakukan Tindakan berlebihan
But… NEVER, EVER say that you…
It’s our responsibility to get the answers
they need.
Don’t be
afraid
We have all been there & walked the same roads.
Jangan
Risau
Use all of your TOOLS
Use your resources: your knowledge base, internet, your
Subject Matter Experts, your co-workers, and...
…or provide
To have
Take a deep breath. Sometimes they
don’t know, so you have to teach them.
1.1 SIKAP Anda
• Enjoy selling / Nikmati Proses Jualan
• Bersemangat
• Become Customer Focused /
mementingkan pelanggan
• ...
1.1 SIKAP Anda
• Tanpa mengambil kira keadaan, anda sentiasa
mengawal sikap anda sendiri.
• Sikap yg positif dapat bantu w...
Teknik Telefon
• Ceria & Semangat
• Sebut nama anda dgn Perlahan-lahan !!
• Gunakan nama pelanggan anda dengan
kerap… seku...
Apakah postur anda ?
• Walaupun yang tidak
dapat melihat
anda, mereka boleh
mendengar suara
anda.
• Postur berkesan
membaw...
Garis Panduan - Proses Telefon
1. Perkenalkan diri
2. Cuba menarik perhatian customer
3. Jelaskan tujuan kenapa anda telef...
1.3 KEYAKINAN Anda
• Mesti mempunyai kepercayaan SEPENUH
dalam produk & perkhimatan anda
• Ketidakpastian baka ketidakpast...
1.4 YOUR LISTENING SKILLS
• Kenapa manusia ada 2 telinga & 1
mulut ?
• Kenapa anda perlu mendengar ?
– Anda perlu ketahui ...
1.4 YOUR LISTENING SKILLS
• Bagaimanakah Anda perlu mendengar ?
– Elakkan mengganggu
– Selalu menanya balik produk kami ji...
• The telephone is non-visual
– In normal face to face dialogue, research has shown that
communication is:
• 7% the words ...
Listen actively
use acceptance responses so they know you are listening
repeat all critical elements so they know you unde...
VERBAL & VOCAL SKILLS
• They can't see you - you can't see them
• You can't show them products or literature
• They can't ...
VERBAL & VOCAL SKILLS
Focus on the voice
• Be warm and sincere
• Use the voice to build trust
• Don't speak too quickly
• ...
Meningkatkan Vokal Anda
Menarik nafas panjang semasa bercakap
Menyatakan dengan jelas
Keep your voice pitched as low as...
Lima Perkara yg Tidak Boleh sebut
• No. / Tidak
• I “can’t” / saya x boleh
• It’s policy / Ini adalah polisi
• Expletives ...
VERBAL & VOCAL SKILLS
• Elakan Bahasa –ve
– Possibly - maybe – perhaps / Mungkin
– We might be able to do this /
– I hope ...
6. PERSEDIAAN
• Bersedia dgn soalan bakal ditanya.
• Memahami produk kami dgn teliti.
• Ketahui perbandingan produk compet...
1.7 Handle Pelanggan yg Marah
• Berterima kasih kepada mereka yg
memberitahu anda masalah tertentu.
• Minta dan dengar dgn...
M9-01
Perniagaan = Jualan
Kita semua adalah Jurujual dalam hidup:
 Menjual ciri-ciri diri kepada majikan
 Menjual kebaikan kita sebelum dapat
mena...
Ada dua halangan besar dalam jualan …
 Ketakutan melakukan kesilapan.
 Ketakutan dia akan ditolak.
Pelanggan & prospekti...
 Menjual Adalah Satu Aktiviti Yang Semulajadi
Dalam “HIDUP”
 Jualan Yang Berjaya, Punca Permulaan
PERNIAGAAN
 Asas Jual...
M9-02
“ Perasaan Yang Mentukan
Keputusan Pembelian
Pelanggan.”
M9-02
PROFESSIONAL
Menjadi PENASIHAT
Bijak Menangkis Pandangan
Negatif Prospek.
M9-03
M9-07
M9-08
“SAYA FIKIR DAHULU”
“LAIN KALI SAJALAH”
M9-12
MINTA PERKENALKAN LEBIH
RAMAI PROSPEK.
M9-13
Tm techniques 2014 3-12
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Tm techniques 2014 3-12

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Tm techniques 2014 3-12

  1. 1. Latihan Tele Marketing
  2. 2. 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
  3. 3. Latihan Tele Marketing
  4. 4. 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
  5. 5. AGENDA • 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
  6. 6. Garis Paduan Tele Marketing
  7. 7. CERIA Build a good customer relationship. Create a devoted customer.
  8. 8. Have confidence in yourself You’ll do better than you think. Yakin Diri Sendiri
  9. 9. sentiasa bersemangat… because you Can Do It!
  10. 10. Make a good First Impression Be everything you would expect and want to your customer as you would for yourself
  11. 11. Go the extra mile & Always Melakukan Tindakan berlebihan
  12. 12. But… NEVER, EVER say that you… It’s our responsibility to get the answers they need.
  13. 13. Don’t be afraid We have all been there & walked the same roads. Jangan Risau
  14. 14. Use all of your TOOLS Use your resources: your knowledge base, internet, your Subject Matter Experts, your co-workers, and anything else you need to in order to get them their answer.
  15. 15. …or provide
  16. 16. To have Take a deep breath. Sometimes they don’t know, so you have to teach them.
  17. 17. 1.1 SIKAP Anda • Enjoy selling / Nikmati Proses Jualan • Bersemangat • Become Customer Focused / mementingkan pelanggan • 'Own the problem’
  18. 18. 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.
  19. 19. Teknik 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.
  20. 20. Apakah postur anda ? • Walaupun yang tidak dapat melihat anda, mereka boleh mendengar suara anda. • Postur berkesan membawa kepada perkhidmatan yg cemerlang.
  21. 21. Garis Panduan - Proses Telefon 1. Perkenalkan diri 2. Cuba menarik perhatian customer 3. Jelaskan tujuan kenapa anda telefon 4. Menyampaikan manfaat/kebaikan : – Menggunakan +ve penyata adalah yang paling meyakinkan.
  22. 22. 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.
  23. 23. 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.
  24. 24. 1.4 YOUR LISTENING SKILLS • Bagaimanakah Anda perlu mendengar ? – Elakkan mengganggu – Selalu menanya balik produk kami jika situasi mengizinkan
  25. 25. • 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
  26. 26. Listen actively use acceptance responses so they know you are listening repeat all critical elements so they know you understand paraphrase to confirm understanding ask clarifying questions when necessary
  27. 27. 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
  28. 28. 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
  29. 29. Meningkatkan Vokal Anda Menarik nafas panjang semasa bercakap Menyatakan dengan jelas Keep your voice pitched as low as you comfortable can Listen to your own voice mail If you have an accent speak s l o w l y
  30. 30. 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
  31. 31. 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
  32. 32. 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)
  33. 33. 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
  34. 34. M9-01
  35. 35. Perniagaan = Jualan
  36. 36. 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 Jualan
  37. 37. 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. Psikologi Jualan … Membuat Jualan
  38. 38.  Menjual Adalah Satu Aktiviti Yang Semulajadi Dalam “HIDUP”  Jualan Yang Berjaya, Punca Permulaan PERNIAGAAN  Asas Jualan Ialah Kuantiti M9-01
  39. 39. M9-02
  40. 40. “ Perasaan Yang Mentukan Keputusan Pembelian Pelanggan.” M9-02
  41. 41. PROFESSIONAL Menjadi PENASIHAT Bijak Menangkis Pandangan Negatif Prospek. M9-03
  42. 42. M9-07
  43. 43. M9-08
  44. 44. “SAYA FIKIR DAHULU” “LAIN KALI SAJALAH” M9-12
  45. 45. MINTA PERKENALKAN LEBIH RAMAI PROSPEK. M9-13

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