过去，买家依靠销售人员获取产品信息。现在，他们可以在单击中在线发现相同的细节。
But salespeople shouldn’t be content to hang back and let their prospects do all the work.
Prospects still have questions they can’t always resolve by reading an FAQ or product page: Can that version do X under these circumstances? Will it support Y? What’s the vendor’s policy on Z?
“当买家举手时，她表明她想与您谈论特定的事情，” David Meerman Scott解释说。“销售和服务的新规则：如何使用敏捷销售，实时客户参与，大数据，内容和讲故事来发展您的业务。”“This is a moment of enormous opportunity.”
但是，梅尔曼·斯科特（Meerman Scott）说，这也带来了巨大的挑战。买家期望销售人员比其网站上的内容了解更多。他们还期望对问题的回答非常快。After all, they’re accustomed to receiving information as soon as they want it.
进入在线聊天software。带有实时消息传递的网站可让您实时帮助潜在客户，在买家旅程的关键时刻与他们接触，并在没有销售人员举起手指的情况下产生入站线索。
如何在销售中使用实时聊天软件bob电竞官方下载
什么是实时聊天软件？bob电竞官方下载
Live chat software lives on your website -- usually on specific pages, such as your homepage, product, and pricing pages -- and enables real-time conversations between your sales team and prospects.
This tool is the latest evolution of buyer-seller communication. In the past, a phone call was the fastest, most direct way for salespeople to connect with prospects. But these calls were often inconveniently timed for the people picking up. Calls also lack context: Prospects think,“这个人是谁，我为什么要关心？”
通过电子邮件发送增强的买方交流，因为一条消息比通话提供了更多的便利和背景。但是，即使电子邮件也比实时聊天慢且效率较低。
人们什么时候使用实时聊天软件？bob电竞官方下载
Prospects typically use live chat during the consideration and decision stages of the buyer’s journey. Either they’ve defined their challenge or goal and are investigating specific solutions, or they know which offerings they’re most interested in and are determining their final choice.
结果，大多数问题将围绕产品福利，功能，可靠的结果，定价以及各种层次或选项。
制作在线聊天a success, provide a valuable, helpful experience. HubSpot inbound sales consultant亚历克西斯出售分享她与潜在客户聊天的建议。
实现您的第一个目标并获得第二个目标
“Talking to a prospect over live chat is extremely different from sending an email,” Sells says. “They’re talking to you because they have an incredibly specific agenda.”
这就是为什么您的主要目的是回答潜在客户的问题，而不是煽动好奇心，紧迫性或给他们明确的呼吁行动。
您的次要目的是将它们符合您的产品或服务的资格。
塞尔斯说：“这是付出和服用。”“从他们那里收集一个数据点，给他们一条信息，收集另一个数据点，等等。”
她建议设定期望您很乐意提供帮助，但需要上下文才能这样做。
“Let’s say a prospect asks me if HubSpot offers mass mail,” Sells says. “I’d reply, ‘Great question. Before I answer, may I ask you a couple questions about your company and goals so we can figure out whether that’s the best solution?’”
In Sells’s experience, prospects are responsive as long as they’re aware why you’re asking for more details.
When those details suggest the prospect is a good fit, say something along the lines of:
“我们有一个销售人员，可以使您进一步了解[主题]。您想和他们预订时间吗？”
When the prospect isn’t a good fit, don’t leave them high and dry. You never know if their circumstances will change or they’ll move to another organization that’s better matched to your offering. Treat them well now, and they could reward you with their business in the future.
这是一个示例消息：
“I’m really happy I could answer your questions. Let me send you an email with a couple additional resources.”
保持简短而简单
卖出建议将每条消息限制为五个或更少的句子。
“Prospects start live chat conversations because they want their questions answered quickly and efficiently,” she says. “They’re not looking for an extended discussion. Keep your responses brief, or they’ll get frustrated.”
同样，请尽快回复潜在客户的第一条消息。据卖出，如果您不立即回答，前景通常会变得不耐烦。
对话开始后，您通常会在响应时间内有一些灵活性 - 潜在客户知道您在那里，因此他们会等待更长的时间，然后才退出页面。
跟踪平均聊天长度，以确定一次可以处理多少个单独的线程。
塞尔斯说：“我的实时聊天对话通常持续三到10分钟。”“我最多同时参加三场比赛感到很自在。”
对话的复杂性也起着作用。如果您的潜在客户的问题需要您的全部注意力，请考虑一次将自己限制在一个。但是，如果您一次又一次获得相同的问题，则可以在任何给定时间与五个潜在客户聊天。
只需确保您的回答质量不会受到影响。如果潜在的买家对互动感到不满意，他们可能会将您从潜在供应商名单中删除。
成为人类
When Sells first started using Messages, she was constantly fielding questions about being a robot.
“It’s easy to sound robotic over live chat,” she says. “I was sending rapid bullet point answers. People felt like they were communicating with a bot, not a person.”
为了使您的对话人性化，卖出建议使用以下短语：
- “你好你好吗？”
- “我[你的名字]。你好吗？”
- “Nice to meet you, I’m [your name].”
- “你周末过得怎么样？”
- “Great question, let me check on that for you.”
“When a prospect cracked a joke, I’d write ‘LOL’ or ‘haha,’” she adds. “Basically, I tried to be myself.”
如果您努力听起来很自然，请从已发送朋友和家人的文本中汲取灵感。将这种风格复制到发球区并不明智，因为您听起来太随意了，但是此练习将帮助您发展出听起来像“您”的专业声音。
表情符号也可以使您的对话人性化。卖家说，他们为您的消息增添了友好的音调，尽管她试图不使用每次对话超过一两个。
Finally, don’t forget your demographic. If your typical customer works in a creative industry, like marketing or design, you can be more informal. On the other hand, if they work in finance or medicine, take a more conservative approach.
永远不要说“不”
您可以做出的最糟糕的响应是“不”，卖出警告。
“If they ask a question and you shut them down with ‘no,’ or ‘I can’t help you,” they’ll leave and might never come back,” she says.
当您的产品缺少潜在客户要求的功能或功能时，您不知道答案，或者您对他们的要求感到困惑时，出售建议提出更多问题。这样，您可以收集更多信息，并希望提供有用的答案。
把这一切放在一起
这是一个假设的对话，说明了这篇文章的关键概念：
Prospect:How do you encrypt patient payment data?
REP：嗨，我是埃文。乐于帮助。请注意，如果我询问您的需求的一些细节，以便给您一个更准确的答案？
Prospect:好的。
REP：惊人的。您的组织的名称是什么？您正在处理哪种类型的付款？
Prospect:BlueHealth。大多数是经常付款，但我们也接受HSA/FSA卡和支票。
REP：Since you’re processing payments on-site, you’ll need point-to-point encryption (P2PE). Our solution encrypts patient data at the point of interaction (POI) so it’s extremely secure. It’s been validated by the PCI Security Council, so it’s fully compliant.
Prospect:知道了谢谢。
REP：No problem. :) Would you like to set up a time with Irie, one of our reps? She can walk you through P2PE in more detail.
Prospect:听起来不错。我明天下午1点后有空。EST.
实时聊天软件使所有人bob电竞官方下载受益。买家可以立即解决他们的问题，销售人员可以增加合格的线索数量。
Originally published Apr 5, 2017 6:30:00 AM, updated June 10 2021