1) "Look"-the skill of listening, including listening attentively and confirming in time. When communicating with customers on the phone or face to face, we must concentrate on their speeches and listen to them with the destination, so as to find out the information that customers have intentionally or unintentionally revealed that is beneficial to sales.
Asking questions in time when listening, on the one hand, expresses respect and attention to customers, on the other hand, helps to correctly understand what customers want to express. Only by ensuring the correctness and accuracy of the information held by the sales staff can we achieve a good communication effect.
2) "Smell"-the skill of observation runs through the whole sales process, especially when establishing a good relationship with customers, which is very valuable. In the process of communicating with customers, a customer's eyes, an expression, a casual action, these body languages are the reflection of his psychological state, and an excellent salesperson must be good at grasping and responding in time. Similarly, the environment around the customer can refer to the layout and display style of his office, and also reflect the customer's behavior pattern to some extent, which provides necessary information for how to establish a long-term relationship with him. Using this information and the salesperson's own understanding can help the salesperson establish a relationship with the customer and decide what to do next.
3) "Questioning"-Questioning skills After obtaining some basic information, asking questions can help the sales staff to understand the needs of customers, the problems that customers care about and the factors that affect their decisions.
At the same time, if the communication atmosphere is unnatural, you can ask some general questions and questions that customers are interested in, temporarily change the topic to ease the atmosphere and let both sides relax.
When the time is ripe, you can ask some leading questions and get down to business gradually, so as to stimulate customers' interest in products and arouse their urgent needs. For example, if the product is not purchased in time, it is likely to cause unnecessary losses. If you buy a product, all the problems can be solved, and you think the investment is very worthwhile. This is the ultimate effect of leading questions. At this time, as a salesperson, you need to get a conclusive answer from the customer. You can ask some conclusive questions to lock the result of the sales process.
In the whole process of communication with customers, we should keep the frequency basically consistent with the customer's thinking progress, and don't rashly ask for signing the bill when the time is not ripe, which may easily cause customers to resent and give up all their efforts; Don't miss the opportunity, when it comes to signing the bill, you are afraid of being rejected, which delays the opportunity.
4) "cut"-the skill of explanation is particularly important in the stage of sales recommendation and closing.
In the recommendation stage, in order to persuade customers to buy, they explain and state their companies, products and services, so as to achieve the purpose of ordering. In the negotiation process, that is, when the sales are nearing the end, many substantive issues will be involved, and the two sides will have some differences for their own interests, which creates obstacles for the two sides to reach a final agreement or even sign the bill. These obstacles need to be solved through timely and reasonable consultation and explanation.
The content to be explained should not be too miscellaneous, just include the content for the purpose of explanation. The explanation should be concise and logical. When you need to explain details, avoid painless details. The unfolding must be concise, and the concise must be concise, especially when recommending to customers.
The key to successful explanation is to use simple language and avoid too technical terms, especially those that your customers are not clear about. Only when your customers understand these terms can they be used properly, and at the same time, they should be used properly to avoid unnecessary mistakes.
5) Conversation skills The expression of conversation should be natural, the language should be friendly and the expression should be appropriate. You can make some gestures when you speak, but don't move too much, let alone dance. Don't spit when you talk. Say hello before you take part in other people's conversation. Don't listen in on other people's personal conversations. If you need to talk to someone, you should wait until someone else has finished. The third party should shake hands, nod or smile when participating in the conversation.
If you need to deal with something urgent or leave during the conversation, you should say hello and apologize.
Generally, we don't talk about diseases, deaths and other things, and we don't talk about absurd, bizarre, sensational and obscene things. If the client is a woman, generally don't ask her age, whether she is married or not, and don't directly ask her personal life questions such as resume, salary income, family property, clothing price, etc. When talking with female customers, it is best not to say that the other party is fat, strong and well maintained; The problem reflected is offensive and the other party should apologize.
Mastering these five communication skills will undoubtedly help to communicate effectively with customers in the sales process, and good communication is the premise and foundation of successful sales.
Sharp tools make good work. Although it is an old saying, it still applies until now, so salespeople should enrich their knowledge.
Sales staff should also follow the principle of "being a man first, then doing things" in sales work, and establish long-term and stable cooperative relations with customers on the basis of mutual trust, so that sales performance will grow steadily.
—— Quoted from the Marketing Encyclopedia of Yanbian People's Publishing House.