How to chat with customers to get information and how to chat with customers is a place that every marketer must know. For marketers, customers are not only the most direct source of inspiration, but also the best product inspectors. Learn how to chat with customers to get sales information.
How to chat with customers to get information in sales? 1 first pin: close the distance and stimulate interest.
How to attract customers quickly at the first time and make them willing to continue listening to us? This requires a clever prologue:
Super-practical tip: Starting from the customer's business, we can narrow the distance with the customer through peer examples, stimulate the customer's interest points, guide the customer to tell the problem points, and thus throw out the functional points of the products sold. It is worth noting that if you sign up, you should be able to attract customers' interest successfully, otherwise most customers will hang up as soon as they hear the sales call.
First visit: based on telephone sales, understand the needs.
Scientists have found that the best time to see each other for the first time is 3 or 2 seconds, and most people have already decided their sixth impression of each other within 7 seconds of the first meeting. When meeting for the first time, in addition to the dress code, the greeting at the beginning is also very important. Generally speaking, it is more appropriate to say:
Super-practical tip: In the case of winning customers' favor based on telephone communication, you can shorten the distance when you meet customers for the first time by helping customers recall the telephone content. When you don't know the customer's real problem, try to let the customer say it. Ask more questions, be curious and give full play to the spirit of asking questions, so that customers can complain more and ask more questions to understand their real needs.
Straight to the point: before, straight to the point.
When sales successfully resolved the vigilance of customers when they first met through "approach skills" and gained the basic recognition of customers, the next step can be to try to enter the sales theme. So, after exchanging pleasantries with customers, how do you switch the conversation to the product you want to sell?
Super practical tips: usually you need to find the points with customers on the basis of previous chats, and come up with problems that customers didn't think of from the perspective of helping customers solve problems.
Speaking of competing products: see through the demand and break it down one by one.
"Shopping around" is a way that customers often adopt. In the process of sales, customers often mention: XX products are similar to yours, but the price is much cheaper than yours; The product of XXX is similar to yours, but it has more XX functions than yours. How to answer such a question?
Super practical tip: customers mention competing products mainly based on their real needs. When they meet their real needs and get additional endorsements of brands and services, customers often ignore the negative impact of prices and feel that they are "worth the money". In addition, use less "but" and more "at the same time". For example, the customer asks: What advantages do you have compared with Enterprise A? If you talk too much, you will fall into a trap. It is recommended to ask questions first to understand the customer's thoughts.
Help customers make up their minds: ask questions at different levels and find out why.
When all the details are communicated happily, when the customer still can't make up his mind to "pay the bill", don't rush to force the order at this time, otherwise it will easily cause the customer to go back on his word. In this way, you can help customers make up their minds:
Super practical tip: ask questions step by step until you find the real resistance point of the customer. With the skill of layer-by-layer approximation, keep asking questions, and finally let the customer tell what TA is worried about. As long as the customer's questions can be solved, the transaction becomes a natural thing.
How to force an order: scarcity is created, and if you don't buy it, you will lose.
The closing stage is the time when sales help customers make up their minds, but often at this time, many sales dare not urge customers to close the deal. In fact, it is very important to kick the door at this time, and we should urge our customers to close the deal as soon as possible:
Super practical tip: You'd better use some "seduction" techniques and urging and limiting questions here, otherwise, your process may have to start from scratch. Ask more closed-ended questions, such as "Do you like set meal 1 or set meal 2", and define a range for customers when asking questions, so that customers can make better choices.
conclusion
There are no identical customers, so there is no reliable sales conversation. In the process of communication, sales should be analyzed in detail. Starting from the real needs of customers, it will become a natural thing to help customers solve problems and win the trust of customers.
At the same time, standardized sales speech is also the focus of sales managers. The sales intelligent call center helps managers to understand the sales speech in real time and give targeted sales guidance through terminals such as cloud call and multi-card telephone, so as to better achieve performance goals. In addition, through big data and AI technology, sales help front-line salespeople solve the problems of marketing customer acquisition and customer transformation, improve the efficiency of the whole workflow from clue acquisition, customer acquisition, order formation to sales management, and contribute to the sustainable growth of performance.
How to chat with customers in sales 2 1 to get information, first understand and then speak.
First of all, when communicating with customers, if you don't know the customer's situation, you can listen to the customer first, and then analyze what the salesperson wants from his words. Asking more questions is really not enough. You should have a curious heart and let customers express their opinions from the suggestions of sales staff, so as to truly understand the needs of customers.
2. agree.
When discussing a question, if the customer puts forward his own questions or opinions instead of directly answering the questions, he can explain his own thoughts first, for example, reducing the customer's vigilance and making the customer feel that the salesperson is on the same side with him.
3. Grasp the key issues that customers talk about.
Remember the specific objections of customers, express them according to the key contents, understand the needs of customers in detail, and ask customers to explain their reasons in detail through key questions.
4. Keep answering customers' questions and let them answer their questions.
First of all, listen carefully to what the customer says, write down the key points you hear, and say them together when you express your opinions, so that you can reach an understanding with the customer, because by doing so, you can understand the customer of the salesperson and let him trust the salesperson, which lays the foundation for the salesperson to guide the customer to the final success.
5, lead to the central point of view, let customers know about the sales staff.
When the customer understands the meaning of the salesperson, the salesperson can take out the sales of the salesperson, think about and tell the real needs of the customer, so that the customer will trust the salesperson more, and only in this way can a real mutual trust relationship be established with the customer.
How to chat with customers to get information in sales 3 How to chat with customers, what if there is no topic?
Chatting with them can get a lot of key information:
● Pain points in daily life → Find the sensitive point of purchase.
● Accurate expression when describing the problem → Set out the customer's mind.
● Questions and dissatisfaction with products → Solve customer objections and handle customer needs.
With this feedback, the salesperson can start the next step. At the same time, customers will feel that they are being read, and their needs and ideas are accurately grasped. The whole communication has only one goal: to give customers a better experience and then increase product sales.
However, the biggest deficiency of marketers (1) is that they are not good at talking with customers and rarely listen.
1, find out customers' hesitation and doubts.
"Hesitation and doubt. Knowing the first point will help you understand the episode in the buying process-you can adjust your speech accordingly. Understanding the second point will help you understand how customers choose products and which part of the products they value-you can accurately recommend the products or services themselves. "
2. Seize outstanding customers
"As a salesperson, you need to have a comprehensive understanding of outstanding customers-their room type, brand attention, activity participation and spending power. This is what I call on everyone to practice. Excellent customers can guide you to find more similar users. "
3. Understand the sales experience and product delivery process.
"In addition to some obvious customers' likes and dislikes of products, I think the most important communication content is how to improve the sales experience and transaction process of products. The first impression is very important, which determines the customer's overall feeling of the product. This kind of communication can help you get more comments, recommendations, purchase rate and repeat customers. "
4. Study the customer's description language of products.
"The first element is, of course, the language used by customers. Yes, with a cup of tea, you can understand what users think, need and worry about. Otherwise, you will get nothing. Bottom line: Find out what customers say and what they say. Customer's words = priceless treasure of marketing. "
5. Always ask why
"Real insight is a combination of three elements-what, why and your intuition. Without dialogue with users, it is impossible to achieve the three at the same time, especially for "why". The power of "why" is growing, and customers are the only ones who can give you the answer. "
6. The real reason for customers to buy.
"The most important information you can get in a conversation is why they are willing to pay. Usually, when the customer shines or can't wait to express his needs, you know that he is going to pay. "
7. Reasons and problems of customers coming to the store
"Through communication with customers, I learned that:
1. Why did you come to your shop?
2. What do you think of your product?
3. How can I make him want to come back after walking a circle?
8. Does the product provide a solution to the real demand?
"You learned a lot in the conversation, and the most important thing is whether you provided the best solution for your customers. We made the biggest mistake before: we focused on introducing products, but neglected to develop the relationship with customers, resulting in no one being interested in products. Later, it took a year to communicate with customers a lot to save the situation. "
9. Get feedback from users at any time
"Without user feedback, you are like a blind fly. Especially dissatisfied with customer feedback-95% people left silently. By communicating with them, you can help you improve your work and reduce customer churn. "
10, to understand the life troubles of users.
"Personal relevance is what people really care about. The deeper the communication, the more you understand the customer's life needs. Compared with blind "tinkering", it is a perfect way to achieve trading goals in a planned way according to demand. "