电话销售及应对礼仪.docVIP

目录 摘要 1、电话接听礼仪···················································· 1.1 电话接听技巧···················································· 1.2令人产生好感的做法··········································· 2．电话拨打礼仪···················································· 2.1 了解时间限制··················································· 2.2 斟酌通话内容···················································· 2.3控制通话过程···················································· 2.4 注重通话细节···················································· 3．电话抱怨的应对技巧················································ 3.1以客为尊，放下身价················································ 3.2 找出抱怨事由····················································· 3.3 寻求解决之道····················································· 3.4 请教同事或主管··················································· 3.5 征询客户意见····················································· 3.6电话抱怨处理的注意事项··········································· 4．手机使用礼节····················································· 4.1 手机使用场合的礼节·············································· 4.2 手机携带礼节····················································· 4.3 手机使用过程中的礼节············································· 5．电话行销礼节····················································· 5.1亲切有礼的声音表情，报出公司名称和个人姓名······················· 5.2 资料准备齐全····················································· 5.3 精简通话时间····················································· 5.4熟悉电话行销技巧················································· 5.5 勿给客户压力····················································· 5.6 适当的祝福话语··················································· 结束语 电话销售及应对礼仪 关键词：电话礼仪 技巧 商务礼仪 电话行销 摘要： 电话是企业经营的桥梁之一。通过电话，可以将企业的形象推销出去。成功的行销人员都应该认识到客户与公司是生命共同体，应该慎重使用电话，为公司争取更多的利益和良好的企业形象，使得电话在商务活动中起到最大的作用。 因此，公司的工作人员在接听电话过程中应该注意基本的商务礼仪，如：注意声音和表情、端正坐姿、专心回答问题和及时道谢等，用亲切和气的态度感染客户，努力赢得客户的赞誉。 打电话礼仪是商务礼仪的基本功之一，一定要引起各公司足够的重视。打电话的礼仪主要包括通话时间、通话长度、通话内容、通话过程等四个方面的内容。此外，打电话时还应该注意方方面面的细节，如说话声音、表达方式、接听技巧等各个细节。只有掌握了打电话的基本礼节，才有利于提高公司的良好企业形象，为公司带来更大的效益。 1、电话接听礼仪 电话是现