First, use various questions to understand customer information.
Asking questions is the best way to understand customers' needs. By asking questions, we can accurately and effectively understand the real needs of customers and provide them with the services they need. Generally speaking, there are the following ways to ask questions:
1, ask questions. Straight to the point, clear questions can let customers tell you things you don't know in detail. For example, you can ask, "Boss, what do you do when the telephone order is delayed or there is an error?" "Boss, what will you do when the brand of cigarettes that customers want to buy is gone?" This is often the first question asked when serving customers, and you can get more details by asking this question.
2. affirmative questions. The affirmative question is to ask the customer to answer "yes" or "no" to confirm a fact, customer's point of view, hope or reflection. Asking such questions can find the problem faster and find the crux of the problem. For example, "boss, did you count the cigarettes when you delivered and received the goods?" Boss, did the orderer confirm with you when ordering food by phone? Are these questions asking customers to answer "yes" or "no"? If you don't get the answer, you should continue to ask some other questions to confirm this question.
3. standard questions. Generally speaking, when you start talking with customers, you can ask some questions about their identity. For example, "boss, what's your name?" "Is 765432 1 the phone number of your store?" Customer name, telephone number, customer code, etc. It should be mastered that the purpose is to obtain the relevant information needed to solve the problem, so as to contact and inquire when dealing with the problem.
4. Solicitation. Let the customer describe the situation and talk about the customer's ideas, opinions and viewpoints, which is conducive to understanding the customer's interests and problems. For the problem with results, ask the customer whether they are satisfied with the service provided. Is there anything that needs to be improved? How to improve, etc. It helps to remind customers, express our sincerity and improve customer loyalty.
5. Clarify the problem. Some problems mentioned by customers must be clarified. When appropriate, clarify some laws, regulations, policies, information, etc. A tactful inquiry. For example, the national bureau's regulations on the planned limited production of cigarettes and the planned distribution period of cigarettes. This helps to solve doubts, clarify facts and reduce unnecessary troubles and arguments.
Second, understand the demand by listening to the customer's conversation.
When communicating with customers, we must listen attentively to their answers, try our best to understand what the other party is saying, what the other party is thinking and what the other party's needs are, and try our best to understand the other party's situation in order to provide customers with satisfactory services.
Third, observe the behavior of customers.
If you want to convince a customer, you must understand his current needs, and then convince people with reason and move people with emotion around this real demand. In the process of communicating with customers, we can understand their needs, desires, opinions and ideas by observing their nonverbal behavior.
In short, through appropriate inquiries, careful listening, careful observation of customer behavior, understand customer needs and ideas, so as to put forward targeted measures and provide differentiated services. But no matter what the problem is, we should pay attention to the customer's feelings and conform to the atmosphere and scene of the scene.