How to close the distance with customers, sales is a very skilled profession, can say what customers say, and better understand what customers are thinking. Therefore, sales should be proficient in the method of communicating with customers. Let's share how to close the distance with customers.
How to use 1 1 to shorten the distance with customers and prepare two sets of chat systems for strangers and acquaintances?
When these two kinds of people appear at the same dinner table, you should be a little restrained to acquaintances and ask more questions to strangers. Only by mastering the necessary basic materials can you judge whether this person is serious or informal. It will be more accurate to hold the scale.
You can't run amok just because there are acquaintances present. In the end, I often lose my friend's face and my own.
2. Throw the woman back without a closed-loop answer.
According to Xiao Tian's survey of salespeople in 26 industries in China. Com, when most salespeople ask questions, they will choose what they are good at and throw it to him. The other person is very happy, and you are also very happy. You just need to add some in the middle, "Really?" "Ah?" "What happened later?" This topic is expected to be talked for a long time.
It doesn't matter if you don't understand. There is nothing more enjoyable than telling someone who doesn't understand but shows great interest in what you are good at.
"I'm sorry for speaking directly" is the weakest explanation.
At any time, don't expect you to use "I'm sorry I spoke directly" to minimize the damage after you said something directly.
People will only remember your injuries. So when you want to say something harsh to alert each other, pause will be more useful than this remedy. Say what you want, don't be afraid to tear your face. If you feel heavy, don't say it.
It is impossible to sell good information about catering business at a low price and hope that the other party will forgive you immediately if you say something ugly.
Everyone likes to be praised, but try not to exceed three sentences.
Too many compliments are either fake or fake. Praise should come from the heart, but pay attention to skills.
Sometimes "you look fine today" is more practical than "you look beautiful in this dress", because maybe you can't remember whether she wore the same dress yesterday.
For girls, direct and excessive praise will win a temporary favor, and then it will end in a glib impression.
If you don't want to answer, rhetorical question is the best answer.
There will always be some people who are not long-sighted or even slow in reflex arc asking questions that make you embarrassed or inconvenient to answer. At this time, you can ask him directly with the original topic, and trying to divert your attention is also a reminder to the other party.
If the other person just wants to get to the bottom of it, then you don't have to save face if you don't want to answer.
6. The "talking about information" of chatting comes from fragmentary reading every day.
This is especially suitable for that kind of colleague relationship, having dinner together at noon, meeting in the tea room in the afternoon, and occasionally chatting to pass the embarrassment.
Instead of gossiping about colleagues and bosses, it is better to spend ten minutes browsing the daily news gossip every day, which will become the most basic conversation material.
7. Cultivate one or two hobbies and make them part of your topic.
You belong to work in eight hours, and you belong to yourself in eight hours. How to enrich yourself is the beginning of a good chat. Reading, music, these things sometimes pick people, and not everyone can enjoy them and have a loud voice. Making models and collecting specimens are particularly unpopular, and it is estimated that only people with the same hobbies can share them.
Xiao Tian research report. According to the survey of national sales elites by www.com, most people will dabble in food and movies and express their opinions.
Try to choose one or two popular things to do, which will easily get more feedback from the crowd. If you want to be a person with something to say, please start by enriching your life.
8. When the topic is over, throw it to the next person.
When your speech is too long, please try to throw the topic to the next person at the end of the topic.
It is inevitable that you will encounter topics that you are good at, or topics that you know better. There is nothing wrong with being the center of the topic, but if you are an introverted and shy person at heart, you always feel that the topic is over and you don't know how to end it. Then try to leave the topic to others to end.
For example, someone mentioned a star at lunch, and you happened to see a recent gossip about him. You finish in high spirits and don't like the end of the topic. Why not add a sentence at the end? How did you start to like him? In other words, didn't he also play a TV series recently? what do you think?
9. "Humor" is used correctly, not as well as "silence".
Humor is a natural thing, not just a backrest joke or a joke. According to the survey data of Xiao Tian. Regarding the excellent domestic sales newcomers, if you are still a novice, I suggest you find a humorous object in the circle first.
Then learn his jokes and stalks by heart and practice at another party. If there is a response, that would be great. If there is no response, just try it. There is nothing wrong with it.
Don't learn by rote, it will be a trivial matter to hurt your self-esteem then, and it will be more troublesome to leave a shadow.
10, don't be afraid of ice, this is not the pit you want to fill.
I had this obsessive-compulsive disorder for a while, and I was afraid that the topic would be empty. I felt embarrassed when several people sat face to face, so I started talking, but after talking for a while, there was always a vacancy. At this time, I always feel particularly obligated to fill this "blank". The more I want to talk about it, the more embarrassed I am to stir up the atmosphere.
How to shorten the distance with customers 2 1, depend on.
Let customers form the psychological habit of relying on the company. Any special requirements or hidden needs put forward by customers must be taken seriously, and we will try our best to find reasonable reasons to give reasonable answers. We will try our best to meet the reasonable demands put forward by customers, that is, the processes before, during and after sale must be meticulous and touch customers with details.
2. Complement each other.
The process of sales is also the process of solving the conflicts of interests of both parties in time. Only when both parties are satisfied can it be considered a successful sale. For example, many sellers are unwilling to do after-sales service, so they should euphemistically inform customers of the possible consequences of not doing it;
What projects are not needed or can be done later, what are the value-added projects we give away for free, and so on. Let customers personally realize the value of the company's sales and services, and truly serve customers with heart, sincerely think what customers think and what customers need.
3. combine rigidity with softness.
In the process of maintaining customer relationship, we must listen to the customer carefully and patiently, and can accurately judge what he wants to express. When we meet the nail house, we should also treat it calmly with a peaceful mind. Show tolerance rather than blame for customers' mistakes and even negligence, and immediately discuss with them to find out remedies and solutions.
In this way, your customer will thank you from the bottom of his heart and let him know that you can and have the ability to solve the problem for him. When a customer violates your negotiation bottom line, you should flatly refuse him. If the customer has a certain desire to cooperate with your product or the added value of your product, then he will take a step back.
Many times, you clearly know that the customer's requirements can't be realized, but you must first stabilize the customer and make him full of expectations for you.
4. Abide by principles.
A person who abides by principles is bound to win the respect and trust of customers. Because customers also know that meeting a demand is not unconditional, but must be met under certain principles. Only in this way can customers have reason to believe that you have followed certain principles when selling products to them, and then they can cooperate and communicate with you with confidence.
In the process of maintaining customer relationship, please don't promise anything or conditions to customers easily. You should have a sense of mission and a responsible attitude to fulfill everything you say. If you promise easily, once you don't meet the requirements, then you will become a person who doesn't speak good faith in front of customers, which is very unfavorable for future cooperation.
In the process of sales, you should use more answers such as "I'll find a way", "I'll find you again" and "I have to ask for instructions" to leave yourself the greatest room for manoeuvre.
5. mutual benefit.
In the process of communicating with customers, some salespeople push forward step by step in order to achieve sales goals, and constantly convince customers to recognize the quality of products or services and accept the price of products or services. But some of the methods they took to achieve their goals were not very clever.
In fact, in order to satisfy customers, many excellent salespeople will intentionally or unintentionally use some concessions in the process of sales communication (raise the price in advance and make the conditions stricter).
For example, under the premise of ensuring profits, make price concessions, or propose compromise ways to solve problems according to the demands of both parties. If the concession strategy in sales communication is properly used, it will be conducive to achieving a win-win situation for both buyers and sellers, and also conducive to achieving long-term sales goals.
6. Close the distance.
A smart salesperson will properly coordinate the relationship with the salesperson, because you sell not only a single product, but also the added value of the company's products, the company culture and your own personal charm. After turning a simple cooperative relationship with a customer into a friend relationship, he will actively promote your products.
However, remember, you can let customers treat you as friends, but you must not treat customers as friends from the heart, because the ultimate goal of businessmen is profit. Once there is a fundamental conflict of interests, there will still be cracks in the process of cooperation.
7. Win word of mouth.
Win the reputation of customers and the industry, your customers will recommend you among most of their friends, and then your sales will expand rapidly in the continuous sales. The highest level of marketing in EMKT.com.cn is to let customers take the initiative to come to you. No matter what industry you are engaged in, you must remember that if you want to develop or make a difference in this industry for a long time, please leave yourself a good reputation in this industry.
8. A good beginning and a good ending.
There is no end to the sales work. The success of the first cooperation is the best opportunity to create the next opportunity, so that every business has a beautiful ending, which will bring you no less benefits than re-developing a new customer.
There are no eternal friends in business, only eternal interests. If there is no interest relationship between you and your customers, then your customers are quietly losing. Understand that grateful customers are loyal to you.
9. tracking.
There are many similar products on the market now, and the competition is fierce. Being your customer doesn't mean you can sit back and relax. Customers may change their minds and buy products from other companies at any time.
Therefore, after cooperating with customers, you should track the delivery date of the products. After the products are delivered to customers, you should also track the sales progress of the products, whether they are easy to use, whether there are problems that need to be solved in time or whether further technical services are needed.
While doing a good job in product sales and service, you should also say hello or blessing to customers regularly, so that customers can always feel the care and consideration you deserve as a friend. There are many festivals in China. Giving your customers a warm greeting and blessing at every festival will make them feel that you really care about him, not pretend.
Only when you realize your sincerity can you get the sincerity and support of your customers.
10, strategizing
When maintaining customer relationship, you must keep the initiative to yourself, instead of letting customers lead you by the nose. The real means to maintain customer relationship is to deal with major issues and small feelings with customers over time, such as sending text messages, regular telephone greetings, regular visits and exchanges, and giving some local souvenirs.
How to close the distance with customers 3. For the old customers who pay the bill, they should be delivered to the door in person.
In the process of management, we ask every clerk to do the same. As long as you are an old customer who has bought a bill, you must personally deliver the customer to your door. Although this process is short and the action is insignificant, as long as you do this, customers will feel enough respect.
In the past, after paying the bill, customers in this store were basically ignored, so it was difficult to return the bill. Therefore, we have strengthened training and emphasized sending customers out. On the one hand, customers will not feel left out after buying, on the other hand, this moment is also crucial;
Because the customer has just made a deal, it is necessary to strengthen the recognition of the brand and service, and communicate with the customer during the delivery process, which can not only strengthen the customer's further recognition of us, but also further close the relationship with the customer. By strengthening the service for old customers, customers who have not paid the bill and customers who have served will be sent to the door and sent away;
Always remind customers to come often and bring friends. At this time, customers are very nice, often come here and bring friends. Because there are more customers coming, the performance has improved quickly!
Be sure to send greetings within two days.
Customers buy our products in the store for many reasons, which may be that they feel good about her, or that some functions of the products just meet their needs, or that they are affordable, of good quality, or even more likely to be fresh.
Whatever the reason, it is a good thing to buy it after all. Don't feel that everything is fine, and don't feel that you have a loyal customer. As we all know, customers may be impulsive when buying, and will become rational when they get home, especially cosmetics.
There are many brands in the customer's fitting room. If you are not careful, you will use the brand you have been using or other brands to idle our products. If you leave them for a long time, you may forget them. I wonder if you will have a similar experience? It is often seen that female friends go shopping all day and buy a lot of clothes, but many of them don't wear them after they buy them, which has become a foil in the wardrobe.
Three, a survey and consultation within a week.
If we can do the above two points, we will have one more link to communicate with customers, but if there is no follow-up action, all the previous work may be in vain! Because these two actions alone, customers will not have more feelings for the clerk, so we should further improve the service.
You can continue to send messages to customers one week after purchase, and pay attention to their usage, especially their feelings after use. If customers have been using our products and feel good, SMS will strengthen customer service, make customers repeat customers and promote customers to introduce friends.
Fourth, we should always keep in touch with customers and maintain the relationship between customers.
First of all, the clerk needs to keep in touch with the customer, but the customer doesn't like to send messages to harass her frequently, so we should grasp the frequency of sending messages to the customer, not too high, not too little or not, so as not to cause customers' disgust. How to grasp this degree?
Generally speaking, holidays are the best time to send messages, because no one will refuse blessings from all directions during holidays. If there are no holidays, it will be almost once a month on average. The information content can be some makeup tips, new product information, skin care, life information, holiday wishes and so on. For these, customers usually care more and don't have too much resentment.
Five, there are new products, promotional activities, or a mentor to guide the store, invite old customers to experience the purchase.
It usually takes a reason to get old customers to spend again. There are many reasons, such as new products coming on the market, promotional offers, tutors coming to the store for guidance, providing higher quality services and so on.
What we need to do is, when there are new products on the market, promotional activities, or tutors sent by the company come to the store for guidance, we must seize the opportunity, send a message to tell old customers and invite them to come to the store to experience.
Some well-connected old customers personally called to invite them over. Don't be embarrassed. You know, this is a golden moment for old customers to spend again, and it is also a very good opportunity to improve sales performance. Compared with developing new customers, the cost of bringing an old customer back is also very low. It may be just a question of information, a phone call, a small investment and a big investment. Why not?