Skills of communication between designers and customers 0 1 1. The client is not an expert.
We should have full confidence in the negotiations? Self-confidence, your self-confidence gives customers the feeling that you can do it. When you are uncertain or hesitant, your impression will be greatly reduced! This is a necessary condition to prevent rejection by customers. If you make a mistake, you should either take the initiative to admit your slip of the tongue or stick to it. Don't let the customer find your mistake, otherwise he is an expert and you are nothing. Customers need your help.
When customers consult, our staff often answer customers' constant questions mechanically, which is often the best way for our designers to lose customers.
Most of the customers we face are pure amateurs and know nothing about the design industry. If designers want to convince customers as soon as possible, they must know their consumption psychology in detail and be good at guiding their consumption psychology, so as to use their immature consumption psychology to achieve good marketing purposes.
To understand the consumer psychology of customers, we believe that we should first understand the purpose of customers' consultation. So, what is the purpose of customers coming to consult? If you are a layman, you must know little about design. Then facing the designer, I can only ask some hearsay questions that I can think of. If the designer answers these questions mechanically by asking and answering questions (this is a very serious mistake! ), then, when you can't ask more questions, the consultation time is over. Almost all the consultations that ended quickly were for this reason, and almost all the consultations that ended for this reason ended in failure. What if our designers can do it? One question, ten answers, even one question, twenty answers or even thirty? Then, the designer created a successful consulting model.
2. What kind of service do customers need?
Customers need services when they come to the company. What kind of service do they need? We should consider the problem from the customer's point of view and understand the key points of customer demand, design, planning or price. Then work from the customer's point of view.
If you are a pure amateur design consumer, how will you spend your design?
If you think about it carefully, you will probably ask the designer first, and then go door to door, just like a customer. What about your consumption psychology when you feel exhausted and have no energy to ask further questions?
The wonder of empathy lies in role exchange, which enables people to put themselves in others' shoes. If you are a consumer who is going to design, the first thing to consider is the use of funds. Then, you will consider whether the after-sales service can be guaranteed, and then, you will also consider the design problem. This is a way of thinking to design consumer standards. Because of limited financial resources, we pay great attention to the total amount of design quotations given by designers, but also pay attention to quality; This leads to a contradiction: under the realistic condition that the design fee of the design industry completely restricts post-production, how to complete the design scheme with good quality and quantity without increasing capital investment?
If you are a designer, you will arrange all the needs of customers in order of importance, namely: 1, service 2, quality; 3. price; 4. Design effect.
Knowing the real consumption demand of customers, designers should have corresponding marketing strategies.
3. How to give customers
The more customers want, we should know, but we shouldn't give them all your things. This is too transparent and easy to get for customers. We think your work is simple and worthless, but we can't give it anything. So we can grasp the temperature through different customers.
4. What kind of designers do customers like to deal with?
Image, skill and eloquence are all important, but honesty is what everyone expects, and it is more important for customers to feel your honesty than anything else. The way to success is not how well you do it, but that customers trust you. Even if you make some mistakes. Everyone needs intimate friends. On the one hand, having a * * * voice with them is the key to becoming friends.
5. Conditions for the customer to sign a contract with you
This is not to say that we have met customers' expectations, but that we have met customers' expectations and paid more than all our competitors. Therefore, in terms of service, communication and design ability, we should try our best to be the best, and failure is not as good as people. When we spend time and labor, our competitors will try their best to conquer our customers. When we pay for our service again, we should consider how others do it and further strengthen our service. This is the hardest thing for us designers to do, but it is also necessary. We designers are very tired, but this is our job. When you are full of complaints, others are innovating.
6. When do customers need communication time?
Understand the project as soon as possible after receiving the customer, preferably as soon as possible. When you are still deeply impressed in the customer's mind, when your opponent has not met him, we can leave a deeper impression in the customer's mind. On the contrary, when a customer contacts several rivals in a few days, he loses his impression of you, and you will lose this customer. Although you may have appointed a time for the conversation, when you carefully design it, the sooner the better.
7. What does it mean for customers to be late?
If you have an appointment with a client to meet at the company at 10: 30 in the morning, but he doesn't come in the morning, just say that he is busy with other things after the call and come back in the afternoon. First of all, our designer can't be late under any circumstances, especially for customers who haven't signed a contract. It's normal for him to be late because you want something from him. ? So when we talk about customers, we should give full play to our communication level and attract more people, which is time-consuming and laborious. Friends communicate and face customers with a woman's mentality.
8. Is the customer really satisfied?
When a customer says that you are all right and the price is ok, we should be wary of when he says that he will definitely let you sign. He may have decided not to cooperate with you, just looking for a step. Maybe he already has a choice in mind, but he can get more ideas or other things from you through some words, so that we can pay attention to where we are not in place and try to save it. Don't get carried away. The customer didn't sign up for payment, and everything was still zero.
9. Customers pay more attention to problems.
When the customer says how to change your design in front of you, which proves that you are interested in us when bargaining, you should grasp it well. He doesn't mean that he is dissatisfied with you, but he wants to see if he can get some benefits before making a decision, such as a discount, which in turn depends on your own shopping mentality.
10. Customer's language
You make an appointment with a customer, and the other party says he is on a business trip, but the other party says he is not available, or he is in a meeting. Think about the high price. In fact, he may be on a business trip in a rival company, or he may want something you can't give, or he is not very satisfied with you. If the customer is not interested in you, you should reflect on your loopholes and mistakes in the reception work. But it's normal to shop around.
1 1. The customer needs to refute.
Customers have many ideas, some from their own lives, and some from suggestions from other design companies or friends. Be sure to guide customers to think according to your way of thinking and avoid blindly following customers; This proves that you don't have enough ability to control the situation and be good at interrupting customers' questions. The time to interrupt should be when you have understood the question that the customer is about to ask. Politely refuting customers' suggestions will help to establish your image as an expert in the eyes of customers.
12. The superficiality of the quotation
The market situation is that some companies deliberately underreport. The first thing customers see is the mantissa of the quotation. After all, customers don't know much about it. He deliberately underreported in his mind. You must have it, so we have to explain it clearly to our customers and have some skills at the same time. But absolutely no customers call you a bitch.
13. Facing the unreasonable demands of customers
Designers often take away customers' design quotations, or ask for communication once a day, or they will agree. In fact, this can only prove that you don't have a deep foundation. You should know that others can't do what you can't do. What you don't want to do, others won't do it. Learn to protect yourself properly. Usually this is a tentative request from the customer. For example, in design, there is a saying: Because it is me, I won't do it. Generally, the less you get, the more you want. Do you have to do it if you want to see the design? Program? . The real big name is reserved, you have to put big names in front of customers!
14. Dependent inertia
Many things have inertia, so don't let customers or others feel that what you do is beyond the scope of work. What you do is not within the scope of your duties, which will drag down your normal work. Customers need a guide throughout the design process, usually a project manager or supervisor. I hope this role is not a designer.
15. Customers need compliments.
Everyone has vanity, so does everyone. Therefore, it is necessary to give customers a sense of accomplishment, such as making customers feel that they have contributed to the design, but they can't escape from your Wuzhishan. You can say nice things, but you should grasp the time and manner.
Skills of communication between designers and customers 02 1. First, trying to figure out his personality will help break his psychological defense. Some people are tough, and our work is very difficult, so we need to let him know that you respect him. You need to affirm him first, then guide him and let him know that no matter how good your plan is, it can't be separated from his level, and no matter how high your idea is, it also matches him. Some people are meticulous, and our suggestions are even more detailed than his. Some people are indecisive and often make up their minds. It's time for us to help them make a decision.
2. Try to figure out his economic strength and make your proposal or scheme conform to his affordability, which will help Party A feel relaxed and safe and enhance his confidence in his consumption behavior.
Try to find out his lifestyle, which will help you make friends with him. In the initial contact, you will walk into his family and become a member of it.
4, try to figure out his personality and interpersonal relationships, which helps to protect yourself.
5. Try to figure out his emotional world, which will help you find a gesture or image he likes to contact with him, gain his goodwill and trust in a short time, and make your thoughts conform to your future plans. Regardless of a customer's background, character, wealth and trust in you, he is true, has his thoughts and feelings, and has something he wants to express, but he likes or dislikes telling you questions. The best way is to find a way to get him to talk to you. If he doesn't understand design, or he is too different from you, then you can ask questions and take notes with the consultation point I told you. In short, try to let him talk to you in a relaxed atmosphere, and you will become a person who can help him invisibly. The more he tells you, the more he likes you. Everyone should understand that communication with customers (especially the initial communication) is spiritual communication, so don't be too realistic (just stay on the plan). Win his favor and respect with your heart and feelings, break his defense and conquer his trust with your personality charm.
The next page shares some basic skills for designers to communicate with customers.