How to communicate with customers is never easy in the workplace. In our sales work, the most important thing is to treat guests warmly. When receiving guests, there are generally standardized language and actions. So, how to communicate with customers? Let's share it below.
How to communicate with customers 1 first of all, we should make clear the purpose of communication.
If the purpose is not clear, it means that you don't know what to say, and naturally others can't understand it, and naturally you can't achieve the purpose of communication.
Second, we must master the time of communication.
It is obviously inappropriate for you to let your communication partner discuss the next party with you when you are sweating at work. Therefore, in order to achieve good communication effect, we must grasp the communication time and temperature.
Third, it is necessary to clarify the target of communication.
Although you speak very well, you choose the wrong person, and naturally you can't achieve the purpose of communication.
Fourth, we should master the methods of communication.
You know who to talk to, what to say and when to say it, but you don't know how to say it, and it is still difficult to achieve the effect of communication. Communication means using the language that the other person can understand-including words, intonation and body language, and what you need to learn is to communicate effectively by observing these communication languages.
Fifth, it is a good attitude.
"Attitude is everything" is very popular now, and it does make sense. A person's mentality determines a person's attitude. Of course, the mentality in communication is also very important. Communication mentality is the root, communication knowledge and skills are the leaves, and positive or negative mentality plays different roles in communication. A positive attitude makes communication smooth, while a negative attitude hinders communication.
Sixth, grasp the four points of effective communication.
First of all, learn to appreciate and praise each other. Second, no matter who you associate with, you must have principles. Third, learn to persist, learn to wait, learn to seize opportunities, and learn to persist and make concessions in summing up and reflecting. Fourth, learn to be polite and choose communication again.
Seventh, it is to cultivate the consciousness of insight into the mind.
Freud's psychological analysis holds that psychology can be divided into id, ego and superego from the inside out. Id: It is the most essential thought in the deep heart, the subconscious, which is expressed as emotion;
Self: it is the prosecutor and ideological worker of the mind, which is manifested in reason, culture and cultivation; Superego: it is the "external environment" of the soul, which is manifested in law, morality and customs. As ideological and political workers, we should carefully observe people's minds, find out people's id and self, get deep into people's hearts, and truly do what employees think.
Simple ways to communicate effectively
1, mutual respect
Respect for a person is first manifested in your attitude. Every facial expression, the speed and intonation of every sentence can reflect your respect for each other, including your listening attitude when communicating with each other. Do you have the habit of interrupting others often or just expressing your opinions blindly? Only by giving respect to each other can we communicate better.
2. Confess your heart
Speak frankly about your inner feelings, feelings, pains, thoughts and expectations, but never communicate by criticizing, accusing or complaining.
Step 3 listen attentively
In the process of communication, only by listening attentively to what the other party is saying can we hear the key points and advantages, including shortcomings and emotions. Only by understanding the key points can we say what the other person wants to hear, and only by understanding the advantages of the other person can we turn praise into an art.
How to communicate with customers skills 2 business reception etiquette skills
In the reception work, it is far from enough to just say "it's a pleasure to have friends from afar". China is a country of etiquette. As a typical social communication activity, reception activities must treat people with courtesy, and it is required to clearly establish concierge consciousness in reception work.
First of all, we should make a good customer reception plan.
First, know the basic information of the guests: know the basic information of the guests in advance, such as unit, name, gender, number of people, identity, nationality (nationality), beliefs, etc. And sometimes you need to know their hobbies, personalities, etc. The more you know about these situations, the more prepared the reception will be and the more successful the reception will be. Secondly, understand the purpose of the visit, accommodation and schedule.
Be sure to know the purpose of the visit accurately, usually from the boss or related personnel, or from the visitor in advance. Third, we should know the arrival date, the arrival time of the train or flight, and so on.
The second is to determine the welcome specifications: for important guests, staff with the same status should be arranged for reception, and for ordinary guests, the staff responsible for reception can be responsible.
The third is to arrange the reception environment: ensure that the reception room is clean, tidy, bright, quiet and fresh, so that visitors will feel orderly and full of life as soon as they come in. Fourth, do a good job in welcoming guests and make a reception plan: arrange personnel transportation, determine the location, and arrange guests' accommodation. The reception plan should be approved by the boss or the manager in charge and sent to the visiting party in time to let them know.
At the same time, we should estimate the reception expenses. According to the boss's instructions, the budget should be presented in advance. 5. The image requirements of the receptionist: be polite, speak appropriately and behave in a civilized manner.
Secondly, we should make clear the basic steps of welcoming guests and do it in an orderly way. Welcome guests; Arrange accommodation; Negotiation schedule; Organize activities; Listen to opinions; Arrange a return trip; Say goodbye to the guests.
How to communicate with customers, skills and 3 ways to entertain guests.
1, slow heating type
Reception mode: make suggestions with confidence to arouse the enthusiasm of customers.
Note: don't make a fuss, don't force customers, etc.
2. Emergency noise type
Reception mode: be sincere in language and attitude, and stabilize customers' mood.
Note: act quickly and don't keep customers waiting. Real sales have no opposing positions, no buyers and no sellers.
3. Silent type
Reception mode: try to observe the customer's preferences from the expression and point out the key points. Don't use too many words, so as not to arouse customers' disgust.
Note: Ask specific questions to guide customers.
4. erudite
Acceptance method: timely praise to satisfy their corresponding vanity psychology.
Note: try to get the topic back to the point.
5. Authoritative type
Reception: Manners and attitudes need to be modest.
Matters needing attention: seize the interests of customers and make suggestions.
6. Suspicious types
Reception method: grasp the other party's doubts about the company's products, prices, services, etc. , and clearly explain and prove them to dispel customers' doubts.
Note: constantly praise customers.
7, talkative type
Reception: Listen and make them feel respected.
Note: when you are depressed, you should make self-psychological adjustment to avoid customer displeasure.
8. indecisive type
Acceptance mode: grasp the product features that interest them, make a breakthrough and make them make a final decision.
Note: Be grateful to the customers you hate, otherwise your words and deeds will unconsciously reveal your disgust.
9, rational type
Reception method: explain clearly and improve their trust in the product.
Note: Be patient when the customer is unreasonable, because the customer is always right; .
10, picky
Reception method: handle it calmly, avoid disputes and praise it in time.
Caution: Don't offend customers because of a moment's wit, because they are our parents, not the object of wits.
Skills of entertaining guests
First of all, clothing and etiquette
Nowadays, all brokers wear work clothes, because it will make people look energetic, but we should pay attention to keeping the clothes clean. Brokers not only represent their own image, but also reflect the face of the company's stores. When the customer sees you for the first time, give the customer a bright feeling.
Brokers should let customers get service at the moment they enter the door, greet customers politely, smile and have a gentle tone. Introduce yourself first, and then hand in your business card with both hands. If the customer also has a business card, the broker should present the results with both hands. Polite reception of customers can better reflect the personal qualities of brokers, and brokers should also pay attention to this aspect at ordinary times.
Second, you can talk.
Customers have doubts about this real estate agent from the moment they enter the store, so they will not tell the broker all their ideas when they are asked by the broker. At this time, brokers will use some skills to guide customers to express their ideas, and then they can match accurate housing for customers.
Third, ask customers.
When asking about the customer's intention to buy a house, you need to know some personal topics such as the customer's family situation, so the broker should grasp the depth of the topic in the process of asking and avoid asking questions that may make the customer unhappy.
Customers may not be particularly clear about their needs when they come to see the house. At this time, the broker can recommend a good house to the customer, see what the customer thinks of the house, and get the real needs of the customer.
Fourth, introduce housing.
When a broker introduces a house to a customer, he usually introduces 1-3 sets. Because the customer can't remember the introduction, the advantages of the house will be confused, so the broker introduces so much to the customer in vain. Brokers can first introduce their main houses and emphasize the benefits of houses to customers. If the customer is still uncertain, introduce one or two other types of houses to guide the customer to compare the houses and highlight the advantages of the main houses.
Verbs (short for verb) talk about topics.
Clients may be a little nervous when they are introduced or asked by brokers. If brokers communicate with customers by chatting, they can achieve the expected results, because chatting can make people feel relaxed, and at the same time, their mental alertness will be reduced, making it easier for customers to express their true thoughts.
As the saying goes, lovers talk too much. When chatting with customers, brokers should talk more about topics that customers are interested in, and have a * * * voice with customers on their hobbies, so that customers are more willing to cooperate with us. This requires brokers to dabble in a wide range and study more at ordinary times.
Only by grasping the customer's psychology in the sales process and prescribing the right medicine can we facilitate the transaction more quickly.