Communication skills with customers. Communication is a very important lesson in life. Everyone can speak, but there are certain skills in how to make words artistic and pleasant. Let's take a look at the skills and related content of communicating with customers.
Communication skills with customers 1 1, not too enthusiastic.
Excessive enthusiasm is usually unpleasant. When communicating with customers, try not to say anything too straightforward like "What do you want to buy". Especially when customers just come up, because many people come to you because they haven't made up their minds, they ask customers, "Do I have to buy your things to talk to you?" Can't I just ask? Or you might think, "I still have a lot of questions to figure out. Why is this seller so impatient? "
In fact, when communicating with customers for the first time, the owner can not mention shopping. If the customer needs it, of course he will tell you. At this time, timely follow-up is what the owner needs to do. When chatting with customers online at the beginning, a moderate amount of enthusiasm and sincerity is enough. Here's an example.
take for example
Customer: "Hello, are you there?"
Seller: "Good morning, thank you for waiting." Even if you answer right away, you should say so. )
Customer: "I think the XX goods in your store are very beautiful."
Seller "Thank you for your compliment. This product is very popular in our shop. You have a good eye. Turn the initial "you" into "you" quietly, and close the distance with customers. )
Customer: "I want to visit more." Have you got all your goods? "
Seller: "Of course, you can contact me at any time if you need it." At the end of the communication, "you" is more formal to the customer. )
Customer: "See you later."
Seller: "See you later." (Be sure to add customers as friends. )
2. Don't hide the defects.
Every customer believes that there is no perfect product. If the shopkeeper only mentions the advantages of the product from beginning to end, but not the disadvantages of the product, then your product will not be beautified in the hearts of customers, but will cause more doubts.
In order to dispel customers' doubts, shopkeepers can take the initiative to talk about some small shortcomings of products. When talking about these shortcomings, you must be serious and make customers feel that you are sincere enough, but these shortcomings must be acceptable to the other party. For example, "the design and quality of this product is first-class in China, but it is not as good as foreign products in appearance." It is precisely because of this that our price is nearly 1/3 lower than that of foreign products. "
After the owner takes the initiative to talk about product problems, customers will feel that you are more trustworthy. This practice will often make those rational or critical customers feel good about you soon, and then communication will be much smoother.
3. Don't be too utilitarian
Although the ultimate goal of communication with customers is to successfully sign the bill and win profits, we should not always think about profits in the process of communication, but communicate with customers with the mentality of making friends.
In the process of communicating with customers, whether through email or online chat, we can't approach each other just to get customers to place orders. Serious and utilitarian communication process will only make customers feel pressure and disgust, but it will not achieve the purpose of communication. You can talk more about things in life or topics that customers are interested in when negotiating with customers, so that customers can like your people first, then guide customers to like your products, and finally become your loyal customers.
4. Sellers should have a bottom line.
Don't think of yourself as a seller, give them reasonable suggestions from the customer's point of view, and recommend the most suitable but not the most expensive products to customers, so that customers can easily agree with your suggestions and reach a deal.
However, caring doesn't mean that you have to indulge customers blindly. Sellers have their own bottom line. For those customers who make unreasonable demands, don't ignore them or be sarcastic, but gently explain why the transaction can't be done. Sometimes excessive accommodation will make customers feel that the quality of your products may be problematic.
5. Show sincerity and professionalism
Communication for the purpose of trading is originally a process of trying to figure out the psychology of the other party and letting the other party accept their own opinions, which is true for both buyers and sellers.
Most customers have a natural distrust of sellers who are businessmen. Therefore, in communication, you must let customers feel your professionalism and sincerity. The negative mood of customers has nothing to do with the price to a large extent. What customers hate most is to buy high-priced and high-quality things and feel cheated by the merchants.
6. Let customers take the initiative.
Whether to buy or not is the biggest right of customers, and all businesses that want to make decisions for customers are very stupid. Shoppers who want to buy things online should satisfy not only their actual needs, but also their curiosity.
Shopkeepers must create conditions for customers to make happy purchase decisions, rather than relying on sweet words to make customers make such decisions after being confused. Otherwise, after customers calm down, they will feel cheated by you and stop patronizing your micro-store.
7. Find the same topic.
From a business point of view, how to get familiar with a stranger quickly until some kind of trust is established? Building a good relationship requires communication skills. So we should use all the information to quickly find the same topic as our customers. We can find out customers' interests and talk about topics of interest by studying customers' online names, customers' personal data and customers' past shopping records, so it is easy to form a * * * sound with customers, and customers will be easy to accept when shopkeepers introduce their products.
8. Don't argue with customers.
The purpose of opening a shop online is only to sell things, as long as you sell your own goods. When the two sides disagree, we should accept the customer's point of view rationally. Even if we disagree, there is no need to embellish and argue with them. The most important thing in business is harmony. There is no friendship in business. One more friend means one more potential customer. If you don't agree to argue with the customer, you will get the upper hand, win the argument and eventually lose the customer.
Communication skills with customers 2 1. Be modest and polite, and never "argue with reason".
Be sure to pay attention to respecting customers. When communicating with customers, the project manager needs to have a good attitude and a modest mentality, and the tone of communication should be polite and soft, so that customers can feel that you are not only a great expert, but also a noble person, which makes it easier to win the cooperation and understanding of customers.
2, appropriate empathy, avoid deliberate persuasion.
In the process of project construction, we often meet new demands from customers. In order to avoid the change of project requirements as much as possible, some project managers are often eager to convince customers from their own interests, which is really undesirable.
When it is difficult for us to understand or accept the customer's needs, we might as well put ourselves in the customer's position to understand and analyze the reasons why the customer's expectations are so high, so that it is easier to understand whether the customer's needs are reasonable.
3. Appropriate buffering to avoid rejection on the spot.
Inexperienced people always unconsciously give customers a "yes" or "no" conclusion when communicating with customers. In fact, this practice is inappropriate, especially refusing customers on the spot. Because doing so, on the one hand, it may lead to improper conclusions, on the other hand, it will make customers feel that you are not paying attention to their needs.
When a customer puts forward a demand change, especially something we think is tricky, we must not refuse the customer on the spot. The correct way is to record the problem first, evaluate the change or report it to the superior for approval before replying to the customer. We can even ask our boss to communicate with customers.
4, the appropriate theme is clear, to avoid broad vision.
Sometimes, we may need to communicate some project problems with customers, or introduce and report the project to customers. At this time, we just need to make the theme clear and concise, instead of talking about some irrelevant topics. Because on the one hand, it wastes the time of yourself and customers, on the other hand, it may lead to unclear things.
Remember, we are communicating with customers instead of giving a speech, the purpose is to serve the construction of the project, not to show how great our eloquence is and how profound our knowledge is.
5. You should communicate face to face and avoid talking behind your back.
Some people are afraid or unwilling to communicate with customers face to face because they are Party A, so they choose the way of complaining behind their backs or "talking" with friends.
In fact, this way is useless, and even leads to a deeper misunderstanding or a worse relationship, because talking about others behind their backs is the biggest disrespect for others, and your behind-the-scenes complaints are likely to spread to customers.
A good practice is to communicate with customers face-to-face and frankly in the right way in the right environment, because doing so can at least make customers realize your "dissatisfaction" with them, and you are willing to actively resolve their "unhappiness". This will make the relationship between them benign and finally solve the problem. In short, in the process of communicating with customers, the project manager should communicate face to face to avoid talking behind his back.
Communication mode
1, understand people, understand human nature
People are interested in themselves first, not in other things. In other words, a person cares about himself ten thousand times more than others or other things.
2. How to talk to others skillfully
When talking with others, their most interesting topic is themselves. Try to use these words-"you" or "yours" instead of "me", "myself" and "mine".
Remember: learn to guide others to talk about themselves.
3. How to speak
Be sure to understand what you are saying. When you have finished what you should say, sit down immediately. When you speak, please look at the audience and talk about some topics of interest to the audience. Don't try to make a speech.
4. How to make others feel important?
Praise and compliment them, care about their families, pause before answering their words, and affirm those who are waiting to see you.
5. How to identify with others
Learn to identify and recognize. When you agree with others, you must say it. When you disagree with others, please never tell them unless you have to. When you make a mistake, you should dare to admit it and avoid arguing with others.
Communication skills with customers 3 Eight communication skills between restaurant employees and customers
First, pay attention to the expression when communicating.
In all nonverbal communication, expression is the most important, commonly used and expressive. Imagine if you communicate with customers with a stiff expression every day, will customers feel the sincerity of service? On the contrary, smiles and vivid expressions will definitely increase the intimacy between customers and us. Therefore, when communicating with customers, you must pay attention to your expression and don't bring your bad emotions to the service. We should use a relaxed and happy expression to close the distance with our guests.
Second, pay attention to your eyes when communicating.
As the saying goes, the eyes are the windows of the soul, and a person's eyes can best reflect a person's heart. Therefore, when communicating with customers, we should not only learn to understand their hearts from their eyes, but also learn to express our feelings with our own eyes. On the one hand, when communicating with customers, we should pay attention to looking into each other's eyes and communicate with customers with eyes to show our respect for customers. In addition, you should use good eyes, neither staring at each other, nor making people feel uncomfortable, or making people feel that you have ulterior motives.
Third, pay attention to the gestures when communicating.
Gestures are also very important body language, and the use of gestures can play a role in strengthening mood and assisting expression. If you can skillfully use gestures in communication with customers, it will certainly help to improve the efficiency and level of communication. On the contrary, if not used well, it will bring resistance to communication. Therefore, when communicating with customers, you must pay attention to your gestures and you can't communicate with customers with some impolite gestures. For example, you can't point your index finger at each other; When communicating with customers, don't touch your hands, let alone point and gesture.
Fourth, the proper use of silence.
Sometimes keeping a certain silence is respect and understanding for customers, and it is also a good way of communication. For example, when customers pour out their suggestions, opinions and heartfelt wishes, if we can learn to be silent and listen to customers in appropriate silent language, it will increase customers' trust in us. Of course, silence has different meanings and functions in different situations, so we need to learn to grasp the situation, be silent when necessary, and never be silent when unnecessary, otherwise customers will think that silence is a protest against them.
5. Keep a proper distance from customers.
To approach the customer, you should approach the customer from the front or side of the customer, not from the back. In addition, you should keep a proper distance, not too close or too far. The correct distance is about two arms, which is what we usually call social distance.
6. When talking to customers, don't just talk to yourself.
It is the process of exchanging ideas with customers, and this communication is two-way. When we speak by ourselves, we should pay more attention to customers' expressions and reactions, give customers the opportunity to speak and ask questions, and avoid introducing them all at once. You should know that approaching customers is not to show your eloquence, but to "respond" with customers, let them speak out and understand their real thoughts, so as to do what they like.
Seven, don't command when talking with customers.
Smile more, be kind, speak softly, communicate with customers in the tone of consultation, negotiation or negotiation, and never talk to people in the tone of command. Always know that the customer is your "superior". How can you give orders to your superiors?
Don't argue when communicating with customers.
Remember, we communicate with customers, not participate in debates. Arguing with customers can't solve any problems, it will only cause disgust.