1. Please advise.
2. Be inclined to adopt your suggestion and take action.
3. Invite you to participate in the discussion of more important, complex or corporate strategic issues.
4. Treat you as you wish.
5. Respect you.
6. Share more information with you to help you provide them with higher quality services.
7. Don't doubt your accusation.
8. Introduce you to their friends and business partners.
9. Reduce your work pressure.
10. I believe you are right.
1 1. Forgive you when you make a mistake.
12. defend and protect you when necessary, even if the other party comes from their own organization.
13. Remind you to stay away from danger.
14. Dealing with you more easily can also make you adopt a more relaxed attitude.
15. They ask you for help when they first find the problem (even when they call you for the first time), instead of waiting for something to happen before they think of you.
16. Trust your intuition and judgment, including the evaluation of you and his colleagues.
1. It seems that you can easily understand us and get along with us.
2. Consistency, so we can rely on them.
It always helps us to look at the problem from a new angle.
They won't try to impose their ideas on us.
5. Help us fully consider the problem and let us take the initiative in the final decision.
6. We won't use their judgment to replace our own judgment on things.
7. Don't be nervous or too excited, and always keep calm.
8. Help us really think and avoid confusing emotions with rational logic.
9. Give us gentle and kind criticisms and suggestions to help us improve.
10. Be outspoken, so we don't have to worry about what they will hide from us.
1 1. Take a long-term view and pay more attention to our long-term relationship rather than the immediate problems.
12. Not only let us know why, but also let us know why and help us think independently.
13. Give us different choices, help us to increase our understanding of different choices, and put forward their suggestions, but in the end leave the choice to us.
14. Questioning our assumptions helps us identify those assumptions that we have been pursuing but are wrong. 15. Take our work seriously, but at the same time let us feel relaxed.
16. We are in front of people, not just playing their work roles.
17. Stand firmly on our side and always keep our interests in mind.
18. You can remember everything we talked about without looking at your notes.
19. Always be honest and decent, and never speak ill of others behind their backs, so that we can believe in their values.
20. We will use analogy, quote anecdotes and tell stories to help us understand specific problems and causes and effects (because there are few truly unprecedented problems).
2 1. Can use humor to relieve tension in difficult situations.
22. Smart and witty (sometimes we don't have such wit).
1. Focus on customers, not consultants themselves. Because they:
● Be confident enough to listen to customers' opinions without any prejudice.
● Be curious enough to explore the truth, not take the answers for granted.
Willing to treat customers as equal partners and solve problems together.
● Have a strong heart to overcome arrogance.
2. Focus on the customers themselves, not their titles.
I believe it is more important to focus on continuously defining and solving problems than to show my technical level. 4. Show a strong sense of competition, but the goal of competition is to constantly find better ways to serve customers instead of surpassing competitors.
Always focus on the next thing, not just the gains and losses of the moment.
6. the motivation of work comes from the inner desire to do things well, not the external reward.
7. Regard methods, models, technologies and business processes as means to an end. The only criterion for evaluating these means is whether they are useful to customers.
8. In my opinion, successful customer relationship is closely related to the continuous accumulation of high-quality customer experience. Therefore, even at personal risk, they actively seek opportunities for direct contact with customers.
9. I think marketing and service are two aspects of professionalism. Both can prove to customers that they try their best to help them solve their problems.
10. I believe that work and life are different, but they all need people to lead. They realize that skilled communication skills are very important for work and life, and there are more similarities than differences between them. And for some people, work and life overlap to a great extent.
1. Win trust.
2. Make suggestions effectively.
3. Build relationships.
1. Trust is cultivated slowly, not suddenly underground.
2. Trust is half rational and half emotional.
3. Trust is based on a two-way relationship.
4. Trust means risk.
5. Trust has different meanings for clients and consultants.
6. Trust is very personal.
1. Take the initiative.
2. Prove by actions.
3. Look for differences, not similarities.
4. Make sure the customer wants to hear your opinion.
You should win the right to make suggestions before making them.
6. Keep asking questions.
7. Speak with your heart.
8. Ask for help boldly.
9. Show interest in others.
10. Appreciate others but don't flatter them.
1 1. Thank you.
1. Care about others.
2. Self-confidence.
3. Strong inside.
4. curiosity.
5. Inclusive professionalism.
1. Reliability.
2. Reliability.
3. Intimate relationship.
4. Low level of self-positioning, or caring about yourself.
1. Think about how to present as many facts as possible, unless some facts will hurt others.
Don't lie, even if it's just an exaggeration. Never tell a lie, never.
3. Avoid saying things that may be considered insincere. For example, "of course, we will arrange the best employees on this project." Really? Who is the worst employee? Who will decide who is the best? Aren't the best employees very busy? ) or "we won't write a report that will only be thrown into the archives." Really? Who are you implying would write such a report? Do you mean you won't give us any written materials? )
4. Speak vividly, not monotonously. Use body language, eye contact and voice changes. Show your customers that you are passionate about the topic you are talking about.
Don't just mention the customers you have served. When it is really possible to achieve mutual benefit, introduce the customers you have served to them. They will learn from each other and you will be rewarded for it.
6. When you don't know the answer, tell the customer decisively and directly.
7. Yes, it's important to let customers know your qualifications. This will make customers and yourself feel better. Send your personal profile to customers in the form of background introduction in advance, or give your articles or customer comments to customers, which is very valuable for new customer relations. However, don't blindly print all your titles or certification abbreviations on your business card.
8. Relax. You know much more than you realize. If you don't belong here, you shouldn't have put yourself in this position in the first place.
9. Make sure that you have done your homework on the customer's company, the market where the customer is located, and the personal background of the important people on the customer side, and all the information you see is up to date. Even if you already know something about the customer's business, news about your customer that you don't know may still happen on the day you meet the customer and be published in the newspaper.
10. There is no need to show off. The client has assumed that you can do your job well (or how to deal with the problem at hand). There are very few times when customers really want to test your level.
1 1. Love your major, others can see it.
1. Make some very specific promises to your customers on some trivial matters: find the article by tomorrow, call the designated phone number immediately, complete the first draft by Monday, find a source of quotation for your customers, and then deliver the promise on time without expression.
2. Send the meeting materials to customers in advance before the meeting starts, so that they have time to review them in advance, which can save some time to discuss the details in formal meetings.
3. Ensure that the meeting has clear objectives, not just preparing the agenda, and ensure that the meeting achieves the objectives. 4. Use the terminology, style, format and working hours that customers are used to.
5. Before the meeting, communicate and discuss by telephone, and discuss the meeting agenda with customers. Clients like to see consultants consider their opinions on time allocation, and they know that you will help them with such requests.
6. Before the agreed date, confirm with the customer in advance. Any change of the agreed or promised date shall be notified to the customer in time.
1. selfish.
2. Be self-centered.
3. Want to show that you are in complete control of the situation.
I am eager to be regarded as a smart person.
The to-do list in my mind is a mile long.
6. discuss the solution urgently.
7. The desire to win exceeds the desire to help customers.
8. Always think you are right.
9. Always want to be seen as right.
10. I always want to be seen as bringing value.
1 1. I am afraid for many different reasons: I am afraid of my ignorance, I am afraid that I can't give the correct answer, I am afraid that I am not smart, and I am afraid of being rejected.
1. Like to associate their stories with us.
Pick up their conversation and can't wait to help them finish it.
I want to fill in the gaps in the conversation.
4. Try to be smart, witty and humorous.
It is impossible to answer a direct question directly.
6. Unwilling to admit your ignorance.
7. Use other customers who have served to climb the dragon and attach the phoenix.
8. Never forget to mention your professional qualifications.
9. Anxious to give an answer.
10. I always wish I could say the last word.
1 1. Closed questions have long been used in conversation.
12. Before listening carefully to the customer's assumptions or problem descriptions, I am anxious to put forward my own assumptions or understanding of the problem.
13. Passive listening rarely gives the other person a visual signal that he is listening carefully.
14. Treat customers like watching TV programs (that is, treat customers as one-way information sources).
1. Please fill in the blanks in the dialogue.
2. Ask customers questions, The Secret Behind.
3. Use open-ended questions.
4. Don't give an answer before you get the corresponding right (when you win this right, the customer will let you know).
5. Focus on defining the question instead of guessing the answer.
6. Use thinking listening skills to summarize what we have heard to ensure that what we have heard is consistent with what the customer wants to express.
7. If you don't know, say you don't know.
8. Understand customers' feelings and sympathize with customers' situation.
9. Learn to tell stories from the customer's point of view before forming your own explanation of the problem.
10. Eliminate all distractions when listening to customers-close the door, turn off cell phones and email reminders, and make eye contact from time to time.
1 1. When customers ask for a solution prematurely, confidently suppress this impulse. Keep the rhythm of listening and defining problems with customers.
12. I believe that we have the ability to bring value to customers after listening to all their statements, rather than doing so in the process of listening.
13. Take responsibility for communication failure.
1. stands for: expressing interest and concern in words.
2. Listen: Use the language of understanding and sympathy.
3. Definition: Express different opinions in frank language.
4. Concept: Use language to express possibility.
5. Commitment: Use the language of cooperation.
1. Entrustment and participation require consultants to (convincingly) attract customers' attention. 2. Listening requires the counselor to understand others. 3. Defining problems requires creative observation and emotional encouragement. 4. Ideas need collaboration and creativity. 5. Commitment to ask the consultant to be enthusiastic can avoid being hot-headed.
1. Pay attention to the actions of customers and competitors.
2. Understand the professional challenges faced by customers.
3. Provide solutions to management problems.
4. Show consistency and concern for the development of the situation.
1. Keep asking questions and clarify your understanding.
2. Pay attention to the emotional expression in the discourse.
3. Listen to each other's stories.
4. Make a good summary.
5. empathy.
6. Pay attention to the differences, not the familiar views.
7. Take each other seriously (they don't say "Never mind").
8. Discover hidden assumptions.
9. Allow customers to "vent their emotions" in front of themselves.
10. Ask, "What do you think about this?"
1 1. Let the customer say ("What else have you considered").
12. Keep asking for details to help you understand.
13. Eliminate all interference when listening.
14. Focus on your story first.
15. You can tell your story in your own way.
16. Think from your point of view, at least when they are listening.
17. Ask you what they can do.
18. Ask for your ideas first, and then tell you their ideas.
19. When the customer speaks, look at him (not stare at him).
20. Pay attention to whether the customer's language is consistent (or inconsistent) with his actions and postures.
2 1. Make customers feel that they are the only important person, and it doesn't matter how long it takes.
22. Encourage each other by nodding or smiling.
23. Pay attention to and control your body movements (don't move, don't shake your legs, don't play with paper clips).
1. Interrupt others.
2. The reaction is too fast.
3. Compare your story with the customer's story ("Oh, yes, I have encountered this situation, too. Think back then ... ").
Don't give up halfway ("In my opinion, that choice has no chance of success at all").
5. Premature conclusion (without careful consideration).
6. Ask the reason with closed questions.
7. Express their opinions first, and then listen to your thoughts.
8. judge you
9. Try to solve the problem too quickly.
10. Answer the phone or interrupt the meeting when meeting the customer (the reason is obvious, but this is very common).
1. Admit the difficulty of asking questions.
2. Responsibility to accept questions.
3. State the problem directly.
1. Maybe it's just me, but ...
I must have been distracted just now. I'm sorry, but ...
I'm sure you mentioned it before, but ...
I'm sorry to interrupt you, but I can't forget the fact ...
You may have thought about it a long time ago, but ...
I wish there was a way, but I really don't know how to deal with this difficult problem. ...
I know you are inclined to XYZ, but ...
I may be completely wrong, but ...
9. I'm not sure if I'm right, but ...
10. I may not understand it correctly, but ...
1 1. I don't know how to describe it. I hope you can give me advice, but ...
12. I don't know if this matter should be inappropriate, but ...
13. I hope you can forgive my clumsiness, but ...
1. What are the obstacles in the process of achieving the goal?
2. How will we solve this problem?
3. Who needs to know?
4. Who is responsible for what?
5. What information do we need?
6. When should we meet to verify the situation?
7. What is the key deadline?
1. Explain clearly what we will and will not do.
2. Explain clearly what customers need to do and what they don't need to do.
Draw a clear line for the analysis we will do.
4. Check with customers in areas that customers may not want us to get involved in, or people that customers do not want us to get in touch with.
5. Determine the detailed work plan.
6. Agree on the mode and cycle of communication.
7. Decide the contents and delivery targets of the report.
8. Decide how often to provide written reports.
9. Decide how to use the report.
10. Decide what kind of stage process audit is needed.
1 1. Determine the evaluation criteria of work results (during and after the project).
1. Always tell the truth about what you can and can't do, and the timetable for delivering your work.
2. Start work before accepting the client's entrustment.
3. Show your enthusiasm.
4. Ask those questions that make you feel difficult as soon as possible.
1. Doing so will take too many personal risks. Those requests involving customers' emotions are unusual, embarrassing and even a little weird.
It is not so easy to make people pay attention to others instead of thinking about themselves all the time.
3. Professional service organizations advocate a culture centered on mastering professional content and superb business skills (we are taught the culture of professional content first).
We can't overcome the fear of being considered ignorant, stupid or uneducated by our customers, so we should always be confident.
It's hard to just listen to the customer and keep silent until the problem is really solved. It is too difficult to change the intuition and habits we have formed.
It takes a lot of courage to tell those unspeakable truths. Some things can't be too obvious, either involving privacy, too risky or very unprofessional.
7. Some careless actions will invade customers' private space.
8. This method is detrimental to the value of excellent content and professional knowledge.
9. This method sounds too dogmatic.
10. This process sounds too time-consuming! I don't have such a budget
1 1. My client wants me to concentrate on my immediate work, and he doesn't want to see me for other reasons.
12. It is risky to take any definite position before you are completely sure.
13. I expressed my views and positions, but now I realize that this position is inappropriate. If I change my point of view now, I have no credibility at all.
14. It is not easy to keep such a humble attitude all the time.
1. Everyone has a natural tendency to care about themselves.
2. Think that we only provide professional content.
3. Love tangible things.
4. I hope to be recognized by customers.
1. Cannot give an answer.
2. Can't give the correct answer quickly.
3. Give the wrong answer.
4. It is impolite socially.
5. Show confusion.
I don't know how to react.
7. Some information is missing.
8. Show your ignorance.
9. misjudgment.
1. Want to take credit for yourself.
2. What do you want to say to fill in the blanks in the dialogue?
3. Because of insecurity, show all your qualifications to others.
I want to put the problem on hold for the time being and solve it when there is no pressure in the future.
I want to leave room for my answer.
6. I want to put our explanation of the problem on the customer too quickly.
1. Do your homework in advance to understand the different characteristics of customers and the different working methods you may need to adopt in this case.
Is there any topic that is too delicate for such a big occasion that I should avoid?
● Are there any topics where there are obvious differences between colleagues?
● Where are we most likely to encounter resistance?
Do you have any ongoing plans and actions that will affect this discussion?
2. When you face customers, force yourself to answer the following three questions:
● What is the customer's personal motivation?
● What kind of personalities are they?
How does the situation in their organization affect the way they look at problems?
3. For the personal motivation of customers, please consider which of the following is the most important:
● Customers want to perform well.
● The customer wants to take action and achieve the goal.
● The customer wants to fully understand and analyze before making a decision.
● The customer wants to reach an agreement.
4. Find out what you really like about customers as an ordinary person.
5. Use the trust equation.
Type 1. "I only care about facts" customers.
Type 2. "I'll contact you later" customers.
Type 3. "You are the expert, you are the boss" customers.
Type 4. Let me handle the customer.
Type 5. "Let's comb it again" customers.
Type 6. "You don't know the situation" customers.
Type 7. "The enemy of my enemy is our friend" customers.
Type 8. Like ... you know ... that's it.
Type 9. "Oh, yes, one more thing" customer.
1. Got it.
2. A sense of control.
3. progress.
4. Communication channels and time.
5. Sensitive.
6. Reliability.
7. Be grateful.
8. sense of importance.
9. Respect
1. Increase customer participation in the project by:
● Brainstorm.
● Arrange customers to be responsible for certain tasks.
● Provide customers with different options to choose from.
● Let customers know the work to be done, when and why.
2. Make reports and presentation materials more effective and easier to spread by:
● Let customers decide the format and presentation of the report.
Provide a summary so that customers can circulate it internally without modification.
● Before each report is delivered to the customer, it should be checked by colleagues who are not involved in the project to ensure readability and understandability.
● Organize all charts and data summaries for the convenience of customers' internal use.
3. Help customers use our deliverables in the following ways:
● Teach customers how to deal with others in the organization.
Through analysis and demonstration, customers can understand our ideas and take action.
● Advise customers on how to use deliverables in the organization from the perspective of strategy and corporate politics.
● Prepare the progress summary report so that customers can use it internally without modification.
4. Enhance the value of the conference by:
● Set specific agenda and meeting objectives before the meeting.
● Send relevant information and reports before the meeting, and use the meeting time for discussion instead of demonstration.
● Confirm the list of participants in advance to understand their background.
● Establish the next action plan for both parties.
● Record and summarize all meetings and important telephone communication, and send the briefing to customers on the same day or the next day.
● Track and confirm whether the goal is achieved.
5. Make it easier for customers to find you when needed by:
● If you know you can't keep the appointment, call the other party in advance.
Make sure that our assistant knows our whereabouts and itinerary.
● Ensure that our assistant knows the names of all customers and the personnel related to customer relationship maintenance.
● Try to make customers accept employees whose positions are lower than ours, and let them attend instead of us when we are not free.
1. We must always keep our customers informed of our progress.
We must always tell the truth, not what customers want to hear.
We should love our work.
We should always make sure that we don't just give answers from a technical point of view.
5. Don't rush to seek follow-up projects.
1. Really bring changes to our enterprise, not just let us see you appear in front of us. Do more exploratory work (that is, spend time doing some preliminary work for us in new fields). Spend more time to help us think and make strategies. 4. Guide our thinking and tell us what our enterprise will look like in the next five years or 10. Understand all our new trends and keep up with us. Use our data for deeper analysis. Take the initiative to ask us for the information you need instead of passively waiting for us to provide it. 6. Arrange some intensive training for both parties and brainstorm with us about the business. 7. Try to understand the operation mode of our company-attend our meeting. 8. Help us compare with other enterprises, including peers and benchmarking enterprises outside the industry. 9. Let us know what our competitors are doing and the driving factors behind them. 10. Discuss with us what we should do. We welcome all ideas!
1. Always listen.
2. Really empathize.
3. Pay attention to each other's feelings.
4. Share the agenda.
Please give your opinion.
6. Take some personal risks.
7. Pay attention to other fields outside the major.
8. Be good at asking questions.
9. Provide free consultation for customers.
10. Respond to customers' phone calls with incredible speed.
1 1. Relax.
1. Customer first.
2. Who am I thinking about?
3. How do customers feel about this?
The answer is to ask better questions.
The real problem is rarely what customers think from the beginning.
I am not the center of the universe.
7. Who am I serving now?
8. Blaming others will only bind yourself, and taking responsibility will make you stronger.
9. Qixin cooperation is better than going it alone.
10. What am I afraid of?
1 1. It's better to know the truth than nothing.
12. Hope, but don't take chances.
13. Expressing opinions will not bind you for life.
14. Never lie or cover up the truth.
1. Be aware of your feelings and say it.
2. Make a promise and put it into action-you don't need to do better than your promise, and don't fail to meet your promise. Keep your promise.
3. Don't be busy answering customers' questions now; Find out the problem and make sure you really understand it.
4. Tell your customers some of your feelings, but don't try to manipulate them in this way.
Use facial expressions to express your empathy, even if it's just frowning at the right time and saying "Oh, my God".
6. Take the initiative to pay attention to and understand the thoughts or emotions that the other party is trying to cover up.
1. I don't need to prove myself to others every ten seconds.
2. I have the right to be here; I don't need to worry, I can bring value.
Don't talk about Kan Kan, but keep asking customers, "Really? So what happened next? "
4. Repeatedly: "God, what is the reason behind this?"
5. Is my heart beating faster? Why? Why not say this feeling out loud and explain why?
6. Did I win the right to give an answer?
7. Am I too obsessed with winning this argument? And turn it into a conversation.
8. Imitate the tone of Captain Colombo: "I may be a little slow. Maybe only I think so, but ... "
9. Respond to customers' emotions.
10. Don't blame anyone for anything at any time.
1 1. Defining questions is more valuable than answering them.
12. Not all the questions asked by customers are correct.
Don't feel insecure. Tell yourself: "hey, if I, a professional, don't know the answer, then this problem is really difficult to solve;" Then let's dig deeper. "
14. My intuition reminds me that this matter is not as simple as it seems. My intuition is usually right. Let's study it.
1. Call your customers now!
2. Tell your partner how much you care about him/her. Say it today!