Customer consultation and reception skills, we sales staff should all know that customer information is our meal, receiving customers is the beginning of sales, and it is also the key to guide customers to place orders. Then, let's share the skills of customer consultation and reception
Tips for customer consultation and reception 1 Shorten the response time of customer service as much as possible.
When a user sends a consultation message to an enterprise on the mobile terminal, the customer service staff of the enterprise should be able to receive the message reminder of the customer service system on the mobile terminal in time and reply in time to avoid the situation that the user waits for too long, otherwise it will bring a very bad experience to the user, thus affecting the image of the enterprise.
Show online time
As we all know, not every enterprise's products need 7*24 hours of customer service, so the enterprise can clearly mark the time when the enterprise provides customer consultation service in the mobile window where the user contacts the enterprise, and at the same time send the prompt information of "We are online" or "We are offline" to the user when the user has questions, which can effectively avoid many unnecessary troubles.
Keep completely consistent communication.
Customer service personnel should keep completely consistent communication when replying messages to users, such as using the same language or vocabulary. Many users are often very serious when consulting enterprise problems and will not joke easily. Therefore, enterprises should also take users' questions seriously and respond politely.
Maintain old users through mobile customer service
Some research data show that enterprises can increase their profits by 25-95% if they increase the user retention rate by 5%, which fully shows that retaining old users is as important as developing new users, or even more important. Enterprises can use mobile customer service to visit old users regularly to effectively deal with possible problems of old users.
Customer consultation and reception skills 2 1, correct greeting skills
Every salesperson knows that being close to customers means sales opportunities.
Master the skills of "five meters attention, three meters gaze, one meter conversation". When customers enter the store, they begin to look at the products and pay attention to their own actions.
Don't go too far in observing customers, as if you are monitoring customers or interested in them. Observe customers with a relaxed expression, don't be shy or nervous.
Keep asking yourself: If I am this customer, what do I need?
Conclusion: Don't give up any opportunity to interact with customers!
2. The formation of customer trust psychology.
Trust is the foundation of all sales skills. When recommending products to customers, you don't have to recommend the most expensive ones, but you must recommend the most suitable ones, so as to win the trust of customers.
Conclusion: Trust precedes acceptance.
Put your most important selling point in the first place.
The first selling point you introduce to customers will be the most effective and unforgettable. So first of all, we should mention the most obvious selling point of the product.
Although these first impressions are not necessarily correct, they are the most vivid and solid, so that the most unique points and advantages of the product are firmly engraved in the hearts of customers!
Summary: people's first impression of things is the easiest to have a good impression.
Step 4 highlight your uniqueness
If it is hard to say that your product has too many advantages over competitors' products, then sales can focus on a unique advantage (the selling point that customers need most and expect most), which is also the killer weapon in the sales process.
It is selfish to prove to customers that some things are shared by everyone! "Some people have me, some people don't, but I have" sales skills.
Conclusion: We must pay attention to the problems that customers are most concerned about, and emphasize that what customers need is their own advantages and differences with others.
5. Don't be a one-man show!
In the process of sales, you can't speak for yourself, but also let customers take the initiative to pay attention to the details of selling points, take the initiative to participate and find some problems.
Don't interrupt the customer when he is talking. Remember, customers also like to talk, especially about themselves. Everyone likes a good listener, so listen patiently.
Always keep eye contact with the customer, observe his facial expression and pay attention to his tone change. Front-line service personnel should learn to read people's faces.
Summary: Let customers fully participate in effective communication and serious analysis, and leave a deep impression on customers!
Step 6 play the role of an expert
Many sales are used to introduce products, with what features, etc., it is difficult to stimulate customers' enthusiasm for buying.
Using the graphic description of sales skills, the wonderful scenes experienced by customers are put in customers' hearts, so that customers are infected, thus leaving deep thoughts and memories for customers.
In addition, data is definitely the most intuitive thing to reflect your strengths. Keeping the data of various products in mind and speaking freely when introducing them to customers will not only make customers believe in your products, but also make them believe that you are professional.
Customer consultation and reception skills 3 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.