No matter what industry you are in, the first thing you need to do before customers accept your products is to consult. Only when you have a certain understanding of your products and company can customers accept your products and services, and every consultation of customers will play a vital role in whether to clinch a deal in the future.
In the face of customer consultation, we must remember that we should not treat customer consultation casually because the problem is small and simple. Many things often start with small things, and then after dealing with each small thing, you will find that your performance is rising.
Don't underestimate every customer. Perhaps the most humble customer is the president of an enterprise. Even ordinary customers have a huge customer base behind them.
Therefore, in the face of customer consultation, we must face customers with the best mentality, which will bring you great chain benefits.
Doing every detail well is the highest standard of service. Sometimes these meticulous services will bring some touches to your customers, so the possibility of choosing you next time will increase a lot.
[case study]
Xiaoxue works in a drugstore. Getting up early and getting greedy every day makes her feel physically and mentally exhausted, but she is still very serious when facing customers. She knows that she bought the medicine, and few negligence will bring unexpected harm to others.
One day, Xiaoxue was about to get off work when an old man came in from outside.
"Little girl, is there any medicine for insomnia here?" The old man asked her with a smile.
"yes! I don't know which one you want? " She asked him with a smile.
"I don't know anything about this. Introduce me to one!"
"I think Chinese medicine is better, and western medicine will have certain side effects." She explained to him carefully.
"Does Chinese medicine have no side effects?" The old man has doubts about this question.
"It is a three-point poison, but the side effects of traditional Chinese medicine are relatively much less." Xiaoxue didn't exaggerate her products at this time, but told the old man the real situation.
"If you eat for a long time, is it bad for your health?" The old man is very concerned about this problem now, because he has long-term insomnia and needs to take it for a long time.
"If you take it for a long time, it will have some side effects on the drug. I suggest that you don't rely too much on drugs and pay attention to psychological adjustment. " Xiaoxue didn't persuade the customer to take it for a long time because of his drug trafficking, but asked to think of the customer and convey a correct concept to him.
"What about my long-term insomnia!" The old man sighed and showed some helplessness to himself.
"I've heard of an effective way to treat insomnia. Put some mashed onions on the bedside before going to bed, and smell the smell and slowly fall asleep. You can try it when you go back. Drink a medicine when you really can't sleep. " Xiaoxue saw this method in a medical book. She really hopes to help the old man.
"Thank you, little girl. Just like you said, bring me a box first. I'll buy some onions later. " The old man finally found a solution to insomnia and couldn't help smiling at Xiaoxue.
Xiaoxue sold her the medicine and got off work.
Since then, the old people often go to the store to buy some other medicines. Under his influence, his son also became an old customer of this drugstore. In the future, I believe more people will trust this pharmacy.
In our daily life, as a customer, when we consult those sellers, these people will brag about their products in order to make you buy more of their products. In fact, when we hear these answers, many people will choose not to believe them, and of course they will not choose to buy his products.
In the face of customer consultation, Xiaoxue is very cautious. She always stands in the customer's position, sincerely considers for the customer and touches the customer wholeheartedly. When the customer asked about the shortcomings of some drugs, Xiaoxue answered truthfully, and did not deliberately exaggerate because he wanted to sell his products, but evaluated his drugs from an objective perspective. Explain the harm of long-term medication to the customer in detail and tell him some effective methods.
It is because of her sincere consideration for customers that she won the trust of customers and won more customers.
Let's imagine that if she was in a hurry to get off work, she would lose a valuable customer resource if she was not recognized by her customers.
Be cautious about customer consultation and know what to say and what not to say. Grasping this measure, you can retain more customers.
[Skillful touch of gold]
Customer consultation is a very important link, which will directly determine the customer's choice. Answering customers' inquiries seriously can make you gain more customers' trust.
Then, in the face of customer consultation, what should we do to get customer recognition?
First, we should have a good attitude. Many times, attitude often determines everything. From your attitude, the customer can see whether you are willing to help him answer questions. If you always look impatient in the face of customer consultation, no one wants to look at other people's faces. Customers spend money to sell services, and you are not the only one in this business. They have many choices. Therefore, we should pay attention to the attitude, which will determine whether the customer will stay or not.
Second, think from the customer's standpoint. Many times you only know what you are doing and ignore the real needs of customers. In the service industry, you should put the customer's needs first, think what the customer thinks and proceed from the customer's interests, so that the customer is willing to cooperate with you for a long time.
Third, in the face of some inquiries from customers, we should learn to seek truth from facts. No matter how good it is, if the customer doesn't believe it, everything will be in vain.
Sometimes, telling the pros and cons of products realistically will make customers trust you more. Every industry has its shortcomings. If you speak frankly, it will make it easier for customers to accept. If you wait for him to find out for himself, then he will probably mind such shortcomings. I feel that I am a deceived consumer, and there is a certain discrepancy between what I say and the service I provide, which is the most taboo in the service industry.
Fourth, we should know what to say and what not to say. For the most appropriate example, don't tell the customer what his own cost and low price are. The customer is not a fool, but he will convert his own expenses in his mind. In the case of large discrepancy, customers often feel that they have suffered a loss and give up the transaction. Find out what to say and what not to say first, so that we can always be in a favorable position.
Clever use of customer consultation, leave a good impression on him. On this premise, it is possible for him to develop into his loyal customers.