Sales and customer communication skills. Sales is a technical activity, and often those salespeople who do well are very good at communicating with customers. Communication is a bridge. Then let's take a look at the communication between sales and customers and related content.
Communication between sales and customers 1 What if customers say it is cheaper to buy your products online?
When the intended customer tells you that your products are also sold online, which is much cheaper than yours, and screenshots are sent to you, how do you take them at this time?
Wrong answer: the internet is fake. You can buy it wherever you like. I am not responsible for buying fake goods.
Correct answer: It really doesn't matter where you buy it, what you want is the most important thing. If you spend money on a product that you don't know is true or false, you might as well buy an ordinary one directly. If you decide to buy high-quality products, you should buy genuine products, so that you can feel at ease when using them.
What should I do when the customer says the product is too expensive?
When the customer says it is too expensive, how to solve it?
In the sales process, when customers tell you that this product is too expensive, how should you deal with it? You should say: honey, you are right. Our products are a little expensive, but the best ones are often the most expensive. Because you made the right choice for the first time, instead of spending a little here and a little there, you didn't get the result you wanted in the end. I think this is the most expensive time, right
At the same time, we can never buy the highest quality products at the lowest price. For example, we can never buy a Bentley at the public price, can we? After all, you get what you pay for!
Only by learning to bargain can we understand the mystery of marketing.
There is such a bargaining routine that works every time:
For example, what if the boss doesn't sell clothes below 130 and I just want to give them to 100?
First, pay 100 yuan to the boss, and pay attention to the fortress in his hand;
Then say I will pay 100 yuan. If he still hesitates and insists on not selling, all you have to do is say that I still pay 100. When you take away his money, his happiness of making money will become the pain of losing it. If the difference is not much, he will probably bite the bullet and sell it to you!
Merchants did an activity to buy spoons from pots in 500 yuan to spoons in 50 yuan, but the effect was not good. What should I do?
Change the marketing plan: customers buy a pot of 499 yuan plus/kloc-0 yuan and get a spoon from 50 yuan. As soon as this plan came out, the effect was immediate and the sales volume increased sharply. Do you know what marketing thinking is used?
Communication between sales and customers Eight communication skills in sales.
First, don't exaggerate.
Every product has its advantages and disadvantages. As a salesperson, you should stand in an objective perspective, clearly analyze the advantages and disadvantages of products with customers, and help customers "shop around". Only by knowing yourself and the market situation can customers accept your products convincingly. Any deception and exaggerated lies are the natural enemies of sales, which will not only achieve customers, but also have an irreversible impact on stores and even brand reputation.
Second, ask questions.
Salespeople should stimulate customers' desire to buy in a natural way. This way is to ask questions. By asking questions, we can draw the following conclusions: find out what is going on in the customer's mind? How to find out the real motivation of customers? Find out what customers believe. By asking questions, you control and guide their attention and get them into the state you want. However, remember that when you ask questions to customers, you must get some positive answers from customers, such as "yes" and "yes". This will make customers feel comfortable.
Third, praise your customers from time to time.
Carnegie said that "one of the weaknesses of human nature is to like compliments from others", and everyone would think that he would brag. If the salesperson can make good use of the customer's psychology, he can successfully approach the customer, and if he starts selling with compliments, he will easily get the customer's goodwill, and the hope of successful sales will be greatly increased.
Of course, praising the other side is not a good word. Just give me a compliment. If the method is improper, it will have the opposite effect. Therefore, when the salesman uses the method of praise, he must determine the object, understand the situation, choose the right time and praise appropriately. At the same time, your praise should be sincere, so that customers can feel that your praise is from the heart. Praise is one of the most important sales skills. If you study hard, practice hard and make good use of this skill, you are sure to get more and more orders.
Fourth, don't say anything negative.
Positive and negative words, or affirmation and negation, is another important aspect that must be paid attention to when speaking. Never say no to a client. Everyone doesn't want to be rejected. In fact, it is not because the goal has not been achieved, but because they don't like the feeling of being rejected. In sales, giving customers more affirmative answers will make customers feel that you are sincere. Even if the requirements sometimes put forward by customers are really harsh and there is no way to achieve them unconditionally, you can affirm them first and then attach conditions, so that customers can accept them more easily. For example, you can say, "Yes, but the price is …".
Five, use less technical terms
Treating customers as colleagues is to cultivate them and be full of professionalism to show that they are professional. But in fact, customers are surrounded by clouds and fog and don't want to hear it at all. I don't understand many professional words. How can I buy products? If these terms can be converted into simple words so that people can understand them after listening, the purpose of communication can be effectively achieved, and product sales will be unimpeded.
In addition, the positive and negative of words, or affirmation and negation, is another important aspect that must be paid attention to when speaking. Customers don't care how many agents, stores, patents and certificates you have ... customers only care about what benefits you can bring him, what needs your products can meet and what problems you can solve! What marketing gives you is not what you have, but what customers really want! Marketing must be what it wants!
Six, for the sake of customers, speak from the other side's position.
Look now, how many salespeople have been busy all day, but they have never accomplished anything? Why? Because all they think about is their own needs, they don't imagine what customers need to buy when they are angry. If there is such a demand, they will go shopping by themselves. On the contrary, if a salesperson can understand their services, he is helping people solve problems. In this case, people will certainly pay for his things. Everyone needs to meet their own needs to understand others, in order to get others' appreciation and goodwill and welcome.
7. Avoid disputes with customers.
Sales people have heard a mantra: "The customer is always right". Because when there is an argument, the customer will feel unhappy, so he will never want to buy the product you introduced. The purpose of a salesman is to sell goods, not to show off his knowledge or talent. Therefore, a salesman must be modest and courteous, and always be humble to the customer's consultant. In order to successfully achieve the purpose of selling goods, we must first establish good interpersonal relationships with customers, and don't make trouble without reason. Don't refute what the customer says wrong at once. You should know that you are selling products, and the people you are facing are people who may accept your products.
So, he is your god. Think about it. If you have sinned against God, what good will it do? Therefore, no matter on any occasion, we should respect the customer everywhere in the whole process and don't destroy his image because of criticism. If you have to put forward different opinions or correct others, try to speak appropriately and concentrate on doing the right thing instead of people.
Eight, listen more and talk less
When God created man, why did he give him a mouth and two ears? In order to let us listen more and talk less when selling. Salespeople should adhere to the principle of "speaking three points and listening to seven points". Salespeople should realize that when speaking, they should pay attention to what customers say and understand what customers say, so as to say what customers love to hear and say.
The purpose of speaking is to understand the other person's mind and let the other person say that you can grasp the other person's mind. Your words are just an introduction. As long as you bring out the inner needs of the other party, you can convince the other party in a targeted manner. A correct understanding of the importance of sales skills in sales, unremitting and intensive practice are things that everyone who is determined to make a difference in the sales field must do seriously, which can make you an excellent salesman.
Sales and customer communication skills 3 sales and customer communication skills
Be polite and civilized to the new guests.
Whether it is a new customer or an old customer, you should be polite to others, and the first impression that the salesperson gives the customer is very important. Especially for the new guests, we must be polite to facilitate the next communication.
Be warm and sincere to old customers.
Treat very familiar customers, in addition to being polite, but also very enthusiastic. After all, everyone is already familiar with it, so we should be kind and real.
Be patient with customers.
Salespeople must be patient when doing sales. It must be difficult to make sales in the early stage, but they should not be impatient. The accumulated customers and relationships will become more and more useful.
Think of customers as gods.
Regard customers as God, as long as they are within a reasonable range, salespeople should try their best to satisfy them. Let customers feel the sincerity and sincerity of sales staff.
Sales vary from person to person.
Sales is a technical job, and those sales words with bare backs can't solve the communication problem. Sales staff should adopt different sales methods according to different people to solve the communication problem of sales.
Pay attention to the details of communication with customers.
Salespeople should pay attention to some details that customers care about when communicating with customers. For example, sales staff should focus on explaining things that customers are very concerned about.
Provide security for customers.
In fact, people in this society still lack trust. When selling services, you can communicate with people you know first, so that customers can put down their guard.