When a salesman comes into contact with a customer for the first time, we usually analyze the customer first and find out whether the customer has the intention to buy during the conversation. Is this customer a potential customer? Whether the customer is ready to trade, etc. But sometimes when the salesman introduces some products to the customer, the customer will take the initiative to ask the salesman some relevant information, such as the origin of the product, the qualification of the manufacturer, the background of the company and so on. This move by the customer may indicate that the customer will have new actions.
In the process of communicating with customers, almost all customers have some needs to know product information. However, some customers who ask casually are quite different from those who are interested in buying. For some customers who ask casually, some questions they ask may be very casual and natural. For example, a customer came to a clothing store, walked up to a dress and casually asked, "How much is this dress?" Just after asking how much it costs to walk to another dress, the customer casually asked the prices of four dresses, so we can conclude that he just asked casually and didn't mean to buy.
For some customers who are interested in buying, their inquiry is essentially different from those who ask casually. They will ask some information about a product very carefully, and their questions generally have a certain depth, which is based on the purchase. For example, the customer above came to a clothing store to buy clothes. His inquiry about clothes should be like this: "How much is this dress? Where is it made? What is this cloth made of? Will it be pilling after a long time? " Wait, we can see that these questions are put forward from the simple to the deep, and customers ask these questions as if they are users of this product. Such customers tend to make big moves.
[case study]
In the square in the city center, a publicity campaign for the pre-sale of real estate by Tiandi Real Estate Development Company is going on. The event has a huge lineup and invited many well-known experts and performers. Before the start of this publicity campaign, developers have also made full advertising on TV, newspapers and other media. Therefore, from the beginning, the activity attracted many customers who came to see the house, hoping that these houses would be practical for them.
Xiao Zhao is the sales girl of this real estate company. Like other salespeople, she is nervously answering various questions for customers. "What is your current house price per square meter?" A customer asked softly, and Xiao Zhao replied, "Now the opening price is 6,500 yuan per square meter. If you do activities today, it may be higher than this price after today. " The customer casually agreed and walked away.
At this time, another customer came to talk to Xiao Zhao, but all he said was some marginal questions, such as: "Why is the house price so high?" Why do so many people buy houses? Suddenly a gentleman and a lady asked seriously, "Do you have a 90-square-meter house?"
Xiao Zhao immediately focused on this gentleman and said, "We want 89 square meters now. I think this house is definitely suitable for you."
Customer: "89 square meters is fine. What's the price now?"
Xiao Zhao: "Today's opening is an activity with an average price of 6,500."
The customer looked at the template of the house and said, "Is this house dual-gas or single-gas? How much is the property fee? "
Xiao Zhao: "Natural gas and floor heating, the property fee is now 8 cents per square meter, which is lower than other communities?"
Customer: "What is the usable area of 89 square meters? What is the deed tax? "
Xiao Zhao was very excited after hearing this. Customers who have asked such in-depth questions before will generally make big moves. Xiao Zhao said:
"The use area is 79 square meters, and the deed tax is one point, but if you can book a room today, we can exempt you from the deed tax."
Customer: "Great. Can you tell me something about your loan business? "
Xiao Zhao: "Yes, the down payment for this house is 20%. Now the loan interest is 7 cents. If it is a mortgage, it will probably be 65,438+million for the first time. "
Customer: "Where can you take us to see the house?"
……
After seeing the house, Xiao Zhao successfully reached a house sale transaction with the customer.
In this case, ask the house price first, ask some marginal customers, and finally find that there is no intention to buy. Until the end, the customer finally reached a deal with Xiao Zhao by asking some professional and detailed questions.
So what is certain is that customers are very serious and careful about some information, and salespeople must take it seriously. There are only two possibilities for such a customer. One is a business spy, and we can make a counter-inquiry to determine this situation. One is the upcoming purchase. For such customers, sales staff should take the initiative to follow up and grasp the scale.
[Skillful touch of gold]
When a customer asks for information, if his inquiry is based on purchasing products and ideas, such as:
"Can your payment terms be more relaxed?"
"What should I pay attention to when using this product?"
"How many years is your product guaranteed?"
……
For such information inquiry, the salesman should seize the opportunity of this sale and turn the customer's ideas into reality.
When customers express their ideas, they may use body language to convey them. For example, when customers ask for some detailed information, their facial expressions are serious and sincere, and we can be sure that this is the prelude to their big moves.
When customers ask for product information carefully, we should guide them in time and strengthen their purchasing determination. At this time, we can take out our products and some important features on the spot to convey the company's preferential measures and the advantages of buying now.