"The 'Five-Star Diamond Sales Service Hotline 95539' is a brand promoted by China Southern Airlines Co., Ltd. Booking tickets by calling 95539 has become a habit for many old and new customers. But as a customer service representative for 95539, how can one attract more customers to buy China Southern Airlines tickets over the phone, thereby creating benefits for the company? The key lies in understanding the customer's psychology.
Nanjing Special Fares —— As the saying goes, "words are the voice of the heart," indeed, voice is another form of human expression. Through the volume, speed, tone, and nuances of a customer’s speech, customer service representatives should analyze the customer's true intentions to achieve a sale.
1. Analyzing Customer Psychology from Catchphrases
In the process of telephone sales, customer service personnel must not underestimate the significance of short catchphrases because they often reveal the customer's thoughts and psychology. Their decision to purchase or not may be reflected through a simple catchphrase. If customer service personnel are attentive enough, they can uncover the hidden psychological traits behind these catchphrases.
For example, customers who often say "it's almost fine," "whatever," or "it doesn't matter" are usually indecisive individuals with unclear goals. In such cases, customer service personnel should affirm their choices and boost their confidence, making them more likely to confirm their decisions and gain favor with the customer.
On the other hand, some customers might say things like "I heard," or "others say that XX airline's fares are..." indicating a lack of self-confidence. Therefore, customer service personnel should encourage them to stick to their choices, explaining the unique services provided by different airlines, such as introducing onboard meals or the benefits of joining the Pearl Club.
In summary, for customers using different catchphrases, if customer service personnel can distinguish and respond accordingly, it will certainly lead to a positive sales outcome.
Dalian Special Fares ——
2. Analyzing Customer Psychology from Changes in Tone and Speech Rate
During a call, customer service personnel should not only understand the content of what the customer says but also pay attention to changes in tone and speech rate, as these may contain the customer's true purpose and intent. Only by discovering subtle aspects that others overlook can you seize business opportunities that others miss.
For instance, after booking a flight for a customer and verifying the flight information, if the customer suddenly raises their voice and speaks faster upon learning that the flight takes an extra hour and is a stopover flight, this change could indicate either a desire to dominate the conversation or to persuade the customer service representative. This method might intimidate less experienced representatives into giving up or failing halfway.
As excellent customer service personnel, the best response is to use softness to overcome hardness. Allow the customer to express their views, suggestions, and ideas patiently, then gently and sincerely explain or take remedial measures with a friendly tone.
In sales, Chengdu Special Fares, if customer service personnel can understand the customer's psychology from changes in speech rate or pitch, understand their true intentions, and actively guide and pursue the opportunity, it will make the sales process smooth and lead to a pleasant transaction.
Zhangjiajie Special Fares ——
3. Understanding the "Hidden Meanings" in Customer Statements
Some customers always have "hidden meanings" in their words. If customer service personnel do not carefully analyze or misinterpret them, it becomes difficult to grasp the customer's true psychology, leading to misunderstandings and reducing the chances of a successful sale.
For example, when a customer calls 95539 to book a ticket and requests the customer service representative to check nearly a week's worth of departure times and prices, they might unexpectedly say "I'll think about it." The meaning behind "I'll think about it" could imply general inquiries or an intention to purchase.
How does the customer service representative determine whether it's a general inquiry or an intention to purchase? It depends on analyzing the tone used when saying "I'll think about it" – whether it's long, short, confident, or hesitant. If the customer's tone is short, they might just be making a general inquiry. If they repeatedly say "I'll think about it," it shows they have no intention to buy and simply want to end the call quickly. Haikou Special Fares
If the customer says "I'll think about it" thoughtfully, they might genuinely intend to purchase. One possibility is that they need to consider multiple factors regarding their itinerary, such as connecting flights or work schedules. Another scenario is that they cannot confirm their plans over the phone and will need time to "consider" even after hanging up. In such cases, customer service personnel should follow up proactively, such as providing their work number or recording the customer's contact information, to ensure a successful sale.
Shenyang Special Fares ——
During telephone sales, the inner activities of customers are hidden and cannot be directly observed. To understand their psychology, customer service personnel must rely on language. Often, language is not a direct revelation of the customer's inner feelings but rather a disguised or distorted external expression. Therefore, every customer service representative at 95539 should possess proficient business skills and superior techniques, learning to peel away the decorative layers of the customer's language and understand its true meaning. By doing so, they can comprehend the customer's real inner world and provide targeted solutions, achieving successful sales results."