How designers talk about customers (1) and the basic qualities that designers should have. Any designer hopes that his design works will be accepted, that the transaction negotiation with customers will be successful, and that he is struggling to find all kinds of effective methods and success secrets. First of all, the designer's own image is very important. A well-educated person with a certain artistic accomplishment, his good and elegant appearance is not for showing off. It represents the image of the company. In the actual negotiation and transaction process, the designers of the same company use the same skills, but the customer evaluation is quite different, which is usually caused by the designers themselves. Secondly, all designers should learn to recommend themselves. Most designers will talk about the company in negotiations, but one thing must be carefully remembered: you must promote yourself while introducing the company. In actual negotiations, customers are most concerned about price, project quality and after-sales service. So we want our customers to know more about our designers' own abilities and the company's operation policy. In today's increasingly fierce market competition, companies are working hard in all aspects. Therefore, under the same price, quality and after-sales conditions, how to let customers choose your company and choose you as their designer must start with the overall advantages of individuals and companies, learn how to sell themselves and how to add additional factors to produce better results. What customers need are excellent designers with strong ability, strong sense of responsibility and high quality to meet their requirements. In daily work, we should avoid being disheveled, depressed, covered in jewels and heavy makeup, which will leave a poor first impression on customers and lose the temperament and image of designers themselves. Actively create a good conversation atmosphere for yourself. Male designers had better wear suits and shirts. The neckline and cuffs must be clean and flat, and the tie should be neutral, not too flowery or too black. Female designers should not dress up too fancy, make up too much, wear too much jewelry, and show elegant and generous professional femininity. Language use is very important. In the conversation with customers, use warm and confident language, which requires you to treat every customer with full spirit. The cadence of expression will increase the persuasiveness of your expression, so you need to speak loudly when talking to customers, avoid the mantra, avoid speaking too slowly and avoid slurring. There is an old saying in China, "It is not surprising to be polite to others". A designer's image should not only pay attention to clothes and colors, but also pay attention to his own cultivation. Polite behavior will contribute to your success. Let customers fully express their ideas in the conversation and be good at listening to customers' conversations, which will help you to know more information and real ideas, and also help to build mutual trust with customers; In conversation, you should express yourself in a relaxed manner. Being too nervous will reduce the weight of constructive suggestions and weaken your persuasiveness. Second, personality and character 1, positive attitude towards life Designers should have a positive attitude towards life than anyone else and face achievements, setbacks and failures calmly. People who are depressed because of setbacks are hard to succeed. It is the quality that an excellent designer should have to regard failure as valuable experience, actively sum up and challenge the goal of success more and more bravely. 2. Persistence is also one of the means to achieve the goal by visiting some potential customers repeatedly. Being able to constantly get the real needs of customers in each visit, and then receiving them in a targeted manner, and visiting again will certainly alleviate the rejection of the other party and patiently receive them for three or four times. Maybe the client has already planned to cooperate with you. Therefore, in order to avoid failure, it is very important to cultivate endurance. For designers, intelligence is very important. Intelligence is the basis for us to respond quickly to customers' questions, and it is also the basis for us to adopt clever and appropriate coping methods. 4. Smooth attitude An excellent designer is not only a debater, but also a master who can explore customer needs and make appropriate responses. In talking with customers, we hope that the other party will understand our point of view and tell customers that we understand his needs and can meet them. We don't want our customers to agree with us and finally not cooperate with us. Therefore, a steady state of mind is necessary. We advocate a way to deal with the overall situation on the basis of understanding and respecting customers, rather than blindly obeying customers without principles. The foundation is respect, truth, not hypocrisy. 5. Reputation In the market situation of oversupply, designers often face the ambiguous situation of customers wandering around. For customers, if they want to accept the market popularity of a new company or company, they need the cooperation of designers and give full play to their expertise in all aspects. The most important thing is to make the customer willing to accept the trust of a designer and ask the designer to take actions to make the customer trust. The relationship between the two parties is not just a temporary transaction. Only in this way will customers be willing to advertise for you and bring more customers back. 6. People who are considerate and eloquent may not become excellent designers, because such people are often addicted to their eloquence and ideas, ignoring the real needs of customers. Excellent designers will constantly ask customers' needs, judge the real needs of customers with delicate sensibility and compassion, and meet the final transaction. 7. Designers with excellent imagination should also have the ability to describe the company's prospects. Imaginative statements can not only eliminate the rejection of residents, but also bring satisfaction and self-confidence, enhance persuasiveness and promote the success of transactions. Third, designers should have basic body language. Look straight at each other and stay between their eyebrows. The distance is that two people are one elbow apart, their hands naturally droop or take information, sit upright and steady in the chair, cross their legs and lean forward slightly. Fourth, the shortcomings that designers have to overcome A successful transaction is actually the result of a series of negotiation skills, experience and policy support. This is a systematic project. Any problems in this project will affect other aspects, leading to failure or incomplete success, so designers must avoid any mistakes. 1, talk focuses on truth. Some designers are used to written and rational discussions. It will make customers feel that their suggestions are not feasible and it is too difficult to achieve their goals. So cooperation or suggestions are often rejected. 2, the tone is outrageous, it will destroy the relaxed communication atmosphere, enhance the customer's disgust, and reasonable suggestions cannot be discussed. I like to refute at any time. If the designer keeps interrupting the customer's conversation and refuting every objection, it will make him lose an opportunity to find a real objection in a short time. When this kind of rebuttal is not accompanied by suggestions, it is only a temporary pleasure, which can easily lead to the customer's anger and interrupt the conversation, which is very regrettable for both parties. 4. The conversation has no focus. If the focus of your conversation is unrealistic, and the customer can't perceive or find it difficult to perceive your request, then there is no way to talk. Therefore, making statements around the key points in the conversation can help you succeed. 5, insincere compliments to customers We should treat each other with sincerity and sincerely agree with their correct judgment on the market. If you make flashy compliments in order to sign the bill, it will reduce the credibility of designers and companies, and will bear the consequences in the future. V. Discuss the customer groups and consumer psychology (1) market segmentation we are facing. The needs of consumers who choose customer groups are diverse, and it is impossible for a specific design scheme or price to meet the requirements of all consumers. This requires dividing customers according to the results of market research and certain classification standards, and dividing customers into several types to find and master. (2), customer type and consumer psychology 1, customer type A, analytical. Customers such as rational consumers are usually more rational when choosing a company. They will weigh from many aspects, integrate various factors, and often consult a number of companies, and fully consider the price, quality, service and their own affordability before deciding whether to cooperate with you. B, autonomy. People like controlled consumers have fixed ways of thinking, behavior habits and preferences. Very opinionated, usually don't care much about the influence of the outside world. If he is interested in your company, he usually won't run away. C, phenotype. Impulsive consumers, who usually like novelty and high-end things and spend a lot of money to show their status. E, friendly. Hesitant consumers are people who have no opinions, sometimes they don't even know their own needs, and they are hesitant, indecisive and capricious. 2, consumption level A, for analytical and rational consumers, there are usually working-class people. These people not only have good quality, good service, but also low prices. It is necessary to highlight the advantages of the company, help them analyze their own situation, analyze the advantages of the company, and eliminate their concerns. B. For independent and controllable consumers, their preferences are relatively fixed, and they usually have unique requirements for design, higher aesthetic requirements or special requirements for engineering quality. When negotiating, we should skillfully combine their demands. These people are usually very professional in one aspect, such as art and architecture. C, for phenotypic and impulsive consumers, they generally ask more casually, ask less, and don't want to show ignorance about home improvement. We can highlight the uniqueness of our company through exaggeration and stimulation, thus stimulating their desire to pursue novelty and high-grade, and guiding consumers to complete transactions. D. For friendly and hesitant consumers, we can publicize the characteristics of the company, understand the needs they don't understand, and think of what they can't expect through the horizontal comparison of the company, so that he can see the value and benefits of cooperation with our company clearly and be his assistant. (III) Factors affecting cooperation with customers: 1, price, quality, service and corporate popularity. 2. Consumer psychology: preference and income. 3. Social factors: family members, close friends, colleagues and neighbors. (4), the whole transaction process and matters needing attention in each environment 1, the process of completing a transaction, customer visits, preparation before negotiation, handling of objections during negotiation, and service after completion of the transaction. 2, telephone answering skills (consultation or feedback) polite language, tone, intonation, speed of speech, listen carefully, to confirm the answer to be sure, to be flexible in answering uncertain matters. 3. Consultation and communication for the first contact A. The negotiation knowledge that designers should have must first understand their own company and relevant departments. Secondly, our company's characteristics, development goals, technological process and its benefits to customers, our mastery of professional knowledge in decoration industry and the operation of peer companies, as well as our company's clear positioning in the same industry, our company's acceptance in the whole market, who our main competitors are, and where are the advantages and disadvantages of both parties. B, the investigation of the transaction object should know the natural conditions of the customer as much as possible, such as: name, age, marriage, occupation, hobbies, background, economic status, family status, etc. And understand the preferences and behavior habits of family members. C try to imagine all kinds of problems that may be encountered in the negotiation process and find out 6. Face-to-face negotiation 1, overcome communication barriers and effective communication skills, make detailed and comprehensive preparations before negotiation, improvise, start with appropriate topics, objectively understand customer needs, and avoid subjective judgments. Choose enough trading reasons, emphasize that choosing our company is value for money, and avoid aimless introduction; Strive for customer recognition and avoid "losing customers"; Honest and reliable, avoid exaggerating false information; Show interest and enthusiasm and avoid indifference; Ask questions, take the initiative, provide multiple choices and avoid unscrupulous means. 2, negotiation skills Know yourself and know yourself (analysis and understanding of the company and yourself) Know yourself and know yourself (customer behavior analysis motivation) Find out the relationship between the two sides (needs and hidden matters, establish a win-win situation). 3. Eight processes of preparation before negotiation A. Preparation before negotiation. B, set big goals and prepare contingency methods. C. Ask enlightening questions to get a deeper understanding of the truth. D, grasp the initiative, turn customers' problems into their own problems, and turn their objections into positive interests. E. introduce the benefits. F. handle objections. G, establish an elastic space. H, achieve the goal. Do a good job of contingency measures, choose a better one, and be prepared. D, if possible, try to agree on the time and place of meeting with the customer first, so as not to waste time. Pay attention to your appearance, tidy your hair and dress appropriately before the meeting. Seven. Grasping the opening remarks of negotiation situations depends on the situation, avoiding copying mechanically, asking customers tirelessly, making moderate publicity, not exaggerating, and paying attention to the signals of the other party's expression, language and body language. Understand customer psychology and firmly affirm established principles. In the process of negotiation, we should add some topics that bring personal feelings closer, be good at creating opportunities for ourselves, seize opportunities, complete transactions, control advance and retreat, and leave room for the next conversation. Eight, how to deal with objections Objections are customers who object to the design scheme or the company's system and price for some reason. But this does not mean that customers will not cooperate with us, but there are still some concerns, ideas and dissatisfaction. There are two main ways to handle objections: 1. Reduce the chances of opposition. In the negotiation process, objectively understand the customer's needs, provide a variety of choices, emphasize the value for money, strive for the customer's acceptance with the customer's honesty, reliability and enthusiasm, and avoid objections. 2. Effectively handle objections (1). The attitude of handling objections is to relax, not be excited, be sincere, pay attention to listening, repeat questions, answer seriously, be kind, respect customers and respond flexibly. (2) Ways to handle objections: When customers raise objections, find out what the other party is not satisfied with, put forward correct views, and actively list the advantages of the company to make up for the shortcomings. The specific methods are as follows: a. Questioning the customer's objection, you can directly ask why. B, yes, but accept the opposition from the other side and then turn it into a counterattack. C, give examples of customer objections, and give examples to explain to ease anxiety. D, turn a deaf ear to the law does not completely take each other's words seriously, but change the subject. E, data transfer method will attract customers' attention to data and other sales equipment. Negative method negates what the customer said. G, echo method like echo will be repeated with square characters. (3) Method 2 A. Quotation price emphasizes that quotation is different from other companies, and it is indeed worth the money, which is exactly what the other party needs. B. competitors who quote emphasize the accuracy of their own company's quotation, which is incomparable to other companies. C. Satisfied quality and after-sales emphasize the company's commitment and bring new feelings and benefits to customers. D. Be bound by preferential policies and tell our customers our preferential policies. E, your company has never heard of telling customers the scale of our company's influence and emphasizing the company's popularity, but customers have not noticed it. F. stick to your point of view. Designers should show a modest attitude, praise each other's opinions and achievements, and then elaborate their own opinions step by step, in order to achieve the purpose of successful negotiations. G. Designers who have not given a clear answer can directly ask questions related to the introduction until they get an answer, or ask customers questions that have nothing to do with the transaction but customers are willing to answer. When customers are interested, they can take the opportunity to return to the transaction. H, for the next time, the designer can ask the customer to reconsider and make an appointment to talk again, or honestly ask, where is its failure? What can't satisfy customers? Sometimes you will get unexpected success. I decided not to cooperate anymore. I hope the other party can reconsider it with great regret, emphasize the benefits our company has brought to customers, and cooperate again at an appropriate time in the future. J, tap new customers If customers don't want to cooperate with their own companies, they can tap new customers from other places, and the channel for customers to introduce customers is also the secret of your success. 9. Grasp the signal of successful transaction negotiation. All negotiations are for closing a deal, and designers should pay attention to grasping the customer's response signals and closing a deal in time. 1. When the designer explains the details of the scheme and the quotation in detail, if he sees that the customer suddenly focuses his eyes and shows a serious expression or silence, the designer should ask about the transaction in time. 2. After listening to the introduction, the smiling customer suddenly becomes nervous or changes from a nervous expression to a smile, indicating that the customer is ready to make a deal. After listening to the introduction, customers will look at each other and exchange views through eye contact. When you seek advice from others, you should lose no time to make a deal. 4. After the introduction, the customer will lean forward in the back of the chair, gently exhale and stare at the documents on the table. At this time, the designer will close the deal in time. When you find that the customer shows neurotic behaviors during the introduction, such as scratching his hair, licking his lips, blushing and fidgeting, it shows that the inner struggle of the customer is fierce, and the designer should clearly say what the customer is worried about, then the transaction is not far away. 6. When the customer leans back in the chair, looks around and suddenly looks straight at you, it means that the person who has been hesitating has made up his mind. 7. When the designer asks detailed questions, reads the materials and starts to calculate the cost during the introduction, the success of the transaction is not far away. 8. When the designer introduces, the customer has a childlike excited reaction or nods frequently, indicating that the customer has decided to close the deal. 9. If a customer who is eloquent in the past starts to ask some related questions and actively discuss them, it means that this customer is very satisfied with this transaction. 10. If a customer who listens attentively to a few words asks about the payment, it means that this customer has the intention to make a deal. 1 1. If the customer has a long face and looks confused, the designer should introduce and show more details to conclude the transaction. 12. After the introduction of the designer, the customer unexpectedly pulled a chair over. Or drink the water you prepared for him, which means that the customer is ready to make a deal. 13. When the customer wants to establish the price and payment method from the language, ask about the comparison of our service with other companies, and seriously talk about the topic of money, he can talk about the transaction with the customer when the customer says' temporarily impossible' but still asks for the main points. 10. Words and deeds that hinder the transaction 1. Panic When the transaction is coming, the designer's forehead is slightly sweaty and trembling. Nervous actions will make customers doubt and worry again. If customers lose confidence. Then you will lose customers' trust and orders. It's no use talking more. Now that the transaction is ready, it shows that the customer's objection has basically been satisfactorily explained. At this critical moment, we should be cautious, remember that silence is golden, and avoid the failure of the transaction due to random opening of positions and new objections. 3. Control your excitement. It is very important to remain indifferent when closing the transaction. At this time, a smile will make customers feel uncomfortable. 4. Don't make negative remarks. At the moment when the transaction is concluded, you should send a positive message to the customer so that the customer feels comfortable signing the contract. 5. Stop talking with customers for a long time after the transaction to avoid falling asleep. XI. Completion method 1, and direct action to complete the details of payment arrangement. 2. Scheme-based closing: Ask the customer to choose one from various schemes. 3. Reward ending provides additional benefits and makes the other party take immediate action. Twelve, the after-sales service transaction is successful, but the after-sales service designer should always implement it. Thirteen. Summarizing the transaction negotiation is a systematic project. Designers can't help but sum up the reasons and experiences of success. Maybe this time it was just an accidental or isolated success. After each transaction is completed, the designer should make the following summary: 1. During the negotiation, do I know clearly what the customer needs and what he doesn't need? 2. During the negotiation process, do I try to let customers know about myself and the company? 3. Did I get information from my competitors during the negotiation? 4. In this process, do I pay too much attention to my personal relationship with customers?