Background: Xiao Li introduced the enterprise training business to Manager Chen, and his company has the need to expand training. The dialogue is as follows:
Manager Chen: This time, ten of our leaders will go outside for two days and one night of outward bound training. Among them, outward bound training can be arranged for one and a half days, and travel can be arranged for another day and a half.
Xiao Li: How old is our leader?
Manager Chen: They are all between 45 and 50 years old. What kind of coach should we have this time?
Xiao Li: Manager Chen, this time we have a young and active coach, under 30 years old, who can take everyone to relax.
Manager Chen: Our leader is older. Your coach is so young and high-level? Can we train leaders well?
Xiao Li: Don't worry. Our coach is of a high level and there is absolutely no problem in training.
Manager Chen: Oh … How many coaches shall I invite this time?
Xiao Li: One is enough! You can rest assured. A coach can lead everyone to expand and serve the leaders well.
Manager Chen was lost in thought after hearing this.
2
The above is a segment of meeting customers. There are two problems. One is that Manager Chen asks him what kind of coach he is, and the other is that he should have several coaches. Think about it carefully, Xiao Li's answer doesn't seem to satisfy the customer. Why do you say that? Still the original background, let's talk in another way.
Manager Chen: What kind of coach do we need this time?
Xiao Li: Manager Chen, do you think we have any requirements for the coach this time? We have young and active coaches, we also have experienced coaches, and we even have coaches with high foreign language skills. What do we want from the coach this time?
Manager Chen: We hope to use high-level coaches.
Xiao Li: No problem, I see.
Manager Chen: How many coaches should I bring this time?
Xiao Li: Under normal circumstances, 1-2 coach can meet the needs of outward bound training. If we have special needs, we can arrange a number of coaches to participate together to meet the requirements of customers. What are our considerations this time?
Manager Chen: I think we need 2-3 coaches. Besides training, the more coaches, the greater the safety.
Xiao Li: Manager Chen, you are right. We will arrange three long-distance buses this time.
Manager Chen: OK.
three
You can find that the two conversations are completely different.
The second dialogue pays more attention to customer feelings and cares more about customer needs. Only by understanding the real needs of customers can we know the meaning behind customer problems. In other words, you might as well ask more about customers' needs. "Do we have any needs this time?" "What do you think this time?" "Do you have any requirements for our coach this time?"
Answering customers' questions directly may not be able to grasp the pain points of customers. After understanding the needs, and then answering and explaining the questions, you can often grasp the hearts of customers.