To achieve team goals, it is not enough to have a mentality, but also to have the necessary skills. This is the truth that a clever woman can't cook without rice. The more proactive she is, the higher the customer churn rate will be.
When communicating with clients, every consultant needs to master five basic skills, so that clients can trust you. Trust is the prerequisite for a deal.
First, sincerity
1, keep smiling and communicate with customers. Smiling is the most advantageous weapon to close the distance with customers. As an excellent consultant, as long as you enter the post, you must greet people with a smile. Even if the baby is bitter, you must show a sunny smile as long as you are in the post.
Training tips:
Before going out to work every morning, I smiled in the mirror and said to myself "I am the best" ten times, and I missed eight teeth.
2, the language does not need to be too gorgeous, what is most needed is reality. Only honest words are most touching. I have been engaged in marketing for more than ten years, and found that the consultants whose performance is the most stable and gradually showing an upward trend are all comfortable and frank words when communicating with customers.
Training tips:
Express your truest thoughts about a thing directly in the simplest language. For example, Miss Wang, I feel that you are in a bad mood now. For example, Mr. Wang, I feel very uncomfortable with this sentence.
Precautions:
Express your true feelings, don't attack people for the incident.
Second, hope
Learn to read and feel, adjust the content of communication according to the physical movements of customers, and keep the same frequency with customers at all times.
1, through the customer's "external things", preliminarily analyze the customer's living standard and consumption ability.
2. Observe the customer's eyes when communicating with you. If it is free, it means that you are not interested in the current topic.
3. Observe the sitting posture of customers when communicating with you. If you sit in the back, it means that you are not very satisfied with your answer, or you have not talked about her heart.
? If the customer hesitates, it means that the customer wants to interrupt you, and the other party doesn't quite agree with you.
Third, ask
? 70% of the transactions are "asked", so we can understand the customer's consumption trend through "asked" as the starting point of the next round of communication, such as:
? 1. What is his real consumption demand?
? Example: Miss Wang, what kind of improvement do you need to get your children to enroll in our courses? Is it academic performance or quality improvement?
? 2. What confusion prevented him from making up his mind to make a deal?
? Example: Miss Wang, the children like our lessons. What are you worried about here? Is it a matter of time or price?
? Precautions:
? When asking questions, use closed questioning method instead of open questioning method. It is best to give customers an alternative answer. The advantage of doing this is to focus the customer's thinking on the answers we give.
Fourth, diagnosis
? "Diagnosis" is an upgraded version of "Q", which helps customers sort out solutions, put forward our solutions, especially the later effects, and give customers a prospect for the future after understanding their current confusion. What the customer buys is the hope that the product can bring him, or it can help him achieve a certain goal, not the product itself.
1. First, ease the pressure on customers. "Many parents have your problems, such as our class 3, Andy's mother, who is as confused as you."
2. Give the reason, "The reason why children have this problem is generally 1. . . 2.。 . . 3.。 . . Let the customer feel that you understand her confusion.
3. The question "Give a plan" needs to be changed from 1. . . 2.。 . . 3.。 . . To solve the problem and give direction.
4. For the sake of your children, I will do this next. 1. . . 2.。 . . 3.。 . . If you believe me, we will cooperate more, and your problem will be solved in three months at most. I hope so.
Verb (short for verb) worship
Everyone likes to hear good words. In communication with customers, praising customers and people or things they care about in time is the most effective way to close the relationship.
1, Miss Wang, just started class, and your child is very active. From the performance of your children, you know that you are a parent who pays special attention to their education.
Miss Wang, your clothes really match today, but I can't do it in this respect. Ask me when you are free.
Precautions:
A compliment that makes the other person feel comfortable must have two basic elements. First, it must be based on facts. Can't say empty words, such as "you are so beautiful, where is it beautiful?" Secondly, language can't be used too luxuriously, too exaggeratedly and lose sincerity.
The last one is not a skill, but a principle, "say three points and listen to seven points." In the process of communicating with customers, we should try to guide customers to talk more. We just need to guide customers' thinking at key nodes.
1, if you talk much, you will lose.
2. Let customers feel respected.
3. Be able to grasp the real consumption motivation of customers by listening.
Skills are not unique, only suitable. To train employees to gradually develop their own consulting and communication style in their daily work, the only skill in this process is to "practice more"!