First, people-oriented communication
When communicating with customers, customers are first interested in themselves, not you. Customers care about themselves ten thousand times more than they care about you. Recognizing that "customers care about themselves first, not you" is the key to successful communication. This is human nature. People-oriented communication skills mainly mean that when communicating with customers, the theme of communication is not self-centered.
It is customer-centric. For example, when a consultant communicates with a client, your clothes are really beautiful! It suits your figure very well. You have a good eye for clothes. Always focus on customers, not yourself. Only by focusing on customers will customers have interest and desire for further communication.
Second, use the second person to communicate.
When the consultant communicates with the client, please choose the topic that the client is most interested in. What is the topic that customers are most interested in? It is themselves. Take these words out of your dictionary-"I, myself, mine". Change it to another most powerful word in human language-"you, yours, yourself". It doesn't matter whether the consultant is interested in the dialogue, what matters is whether the consultant's client is interested in the dialogue.
Consultants should do everything possible to introduce the topic to customers, that is, students or parents, always start from their standpoint and thinking, tap their problem focus and purchase intention, and then meet their requirements by the way. If there are differences, we should start from the perspective of customer understanding, and then analyze and solve the problem from a professional perspective.
Third, learn to identify and recognize.
When communicating with clients, consultants should learn to identify and recognize. As long as it does not affect the closing principle, it is the core and key to keep the dialogue going. If you object to what the customer says, you always use your own standards to measure the right and wrong of the customer, which will easily lead to a bad ending.
The principles of approval and recognition are: when you agree with others, please say so; When you disagree, don't tell them unless it affects your transaction; When you make a mistake, be brave enough to admit it; Avoid arguing with customers about a problem.
If there are differences in the transaction, then we can't blindly agree and recognize it. Instead, we should use real cases and experience effects to resolve differences. The easiest way to resolve differences is to explain them with facts, otherwise you will fall into endless disputes. If you refuse to accept me, I will refuse to accept you.
Fourth, learn to listen.
When a consultant communicates with clients, he must learn to listen. The more you listen, the more information the counselor has. The more information you have, the easier it is to take the initiative. The principle of listening is: look at the customer; Close to customers and listen attentively; Ask questions at the right time; Don't interrupt the customer's topic easily; The speaker called you and your.
Learning to listen is the basic skill for counselors to communicate with clients. We must listen to and analyze customers' intentions, find problems from customers' intentions, and ask questions in time to show our concern and respect for customers. It is necessary to timely capture the customer's willingness to clinch a deal and appeal process, and guide customers to move in the direction of clinching a deal.
Fifth, skillfully use the testimony of third parties to convince customers.
When communicating with clients, consultants always say that their schools are so good or so good. Of course, the parties will doubt the authenticity of the consultant's speech, which is a manifestation of human instinct. Every mother's child is very handsome. Few people will believe the authenticity of his sales method now. If you don't say hello, and others say hello, you must skillfully convince customers with third-party testimony.
For example: "Xiaoming's mother! Xiaoming has a classmate named Xiaohong. Xiaohong's mother said that our sixth grade English class has the fastest improvement in grades and the best learning atmosphere among several training institutions nearby. Xiaohong's mother is very familiar with the teaching situation of several training institutions nearby. She took her children around a big circle and finally chose our school. " This kind of communication is obviously much better than the counselor's own praise of his school.
6. Ask questions in two positive ways for customers to make decisions.
When the communication between the consultant and the client is about to reach the condition of closing the deal, don't let the client choose with two questions, such as: Xiaoyu's mother! Now think about it. Do you think it's better to sign up today or come another day? The word "yes" is used in the front and "no" is used in the back. In this case, customers will generally choose not to come and sign the contract another day. There are many uncertainties in changing the date of registration, which can easily lead to the failure of negotiations.
If you let the customer make a decision in two affirmative ways, that is another result. For example: "Xiaoyu's mother! Thank you very much for your trust and support. Do you think we should register by credit card or cash? No matter how parents choose, they will definitely sign up immediately, just let parents choose to use cash or credit card.
7. Always communicate with customers with a smile.
When a consultant communicates with a client, the first moment often determines the tone of the whole communication process. Therefore, at the very beginning, when the consultant makes eye contact with the client, please show your kind smile before opening your mouth. Smiling not only shows recognition and respect, but also can effectively mobilize customers' emotions and keep them happy.
Pleasing the customer's mood is often the key to deciding the transaction. As a consultant, one of the most important basic skills is to be good at mobilizing customers' emotions and keep them in a positive and happy mood. To do this, consultants must be energetic, confident and happy in order to effectively infect customers.
Eight, communication begins with praise.
Many experienced consultants are especially good at praising customers and making them happy. The principle of praise is: sincerity; Praise the behavior itself, not the person itself; Praise should be specific and targeted; Get into the habit of praising three different people every day.
When consultants praise customers, firstly, they can mobilize customers' emotions and make them happy; The second is to quickly close the distance with customers, so that customers have a sense of trust; Third, through praise, you can understand the preferences and weaknesses of customers and be ready to attack; Fourth, through praise, we can get the topic of * * *, arouse the interest of * * *, and let the negotiations continue happily.