This document provides an overview of telemarketing training that includes the following key points: 1. The training covers previewing personal financing products, telephone skills like techniques and attitudes, and closing sales. It also covers loan product training on glossaries, specific products, calculations, frequently asked questions, and practical exercises. 2. Telemarketing is an important aspect of sales processes across all businesses. The training focuses on current trends, effective strategies, using the phone to build customer relationships, and keeping costs flexible. 3. The agenda covers telephone basics like attitude, techniques, confidence, listening skills, verbal and vocal skills, preparation, and call handling techniques. It emphasizes building good customer relationships and creating devoted customers through a

1. Latihan
Tele Marketing

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. Latihan
Tele Marketing

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. 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. Garis Paduan
Tele Marketing

7. CERIA
Build a good customer relationship.
Create a devoted customer.

8. Have confidence in yourself
You’ll do better than
you think.
Yakin Diri Sendiri

9. sentiasa bersemangat…
because you Can Do It!

10. Make a good
First Impression
Be everything you would expect and want to your customer
as you would for yourself

11. Go the extra mile &
Always
Melakukan Tindakan berlebihan

12. But… NEVER, EVER say that you…
It’s our responsibility to get the answers
they need.

13. Don’t be
afraid
We have all been there & walked the same roads.
Jangan
Risau

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. …or provide

16. To have
Take a deep breath. Sometimes they
don’t know, so you have to teach them.

17. 1.1 SIKAP Anda
• Enjoy selling / Nikmati Proses Jualan
• Bersemangat
• Become Customer Focused /
mementingkan pelanggan
• 'Own the problem’

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. 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. Apakah postur anda ?
• Walaupun yang tidak
dapat melihat
anda, mereka boleh
mendengar suara
anda.
• Postur berkesan
membawa kepada
perkhidmatan yg
cemerlang.

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. 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. 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. 1.4 YOUR LISTENING SKILLS
• Bagaimanakah Anda perlu mendengar ?
– Elakkan mengganggu
– Selalu menanya balik produk kami jika situasi
mengizinkan

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. 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. 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. 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. 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. 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. 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. 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. 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

35. M9-01

36. Perniagaan = Jualan

37. 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

38. 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

39.  Menjual Adalah Satu Aktiviti Yang Semulajadi
Dalam “HIDUP”
 Jualan Yang Berjaya, Punca Permulaan
PERNIAGAAN
 Asas Jualan Ialah Kuantiti
M9-01

40. M9-02

41. “ Perasaan Yang Mentukan
Keputusan Pembelian
Pelanggan.”
M9-02

42. PROFESSIONAL
Menjadi PENASIHAT
Bijak Menangkis Pandangan
Negatif Prospek.
M9-03

43. M9-07

44. M9-08

45. “SAYA FIKIR DAHULU”
“LAIN KALI SAJALAH”
M9-12

46. MINTA PERKENALKAN LEBIH
RAMAI PROSPEK.
M9-13