Communication skills of watching, listening, asking and asking: observing customers
For example, we can judge customers' spending power and preferences by observing their external characteristics, and predict their possible business needs. For example, a middle-aged male client with a wedding ring can know some information about his family when they meet for the first time. For many customers, we can judge their basic information, such as consumption habits or economic situation, by their clothes, words, behaviors and things they carry (mobile phones, car keys, bags, etc.). ) and residence. Based on the observed information, the possible consumption demand of customers can be basically extracted.
Listening and asking communication skills: listening to the status quo
Listening to the current situation of customers can further screen the possible needs of customers and further narrow the scope of pre-judgment needs. Listening to the customer's language, the emotions expressed in the language, and sometimes listening to others' views on the customer are all clues to judge the customer's personalized needs. Most people will repeatedly mention what they care about, and when they mention it, they will be in high spirits, either excited or excited. Other people's opinions can also be used to prove the individual needs of customers.
Look, listen, ask and ask questions about communication skills: focus on inquiry.
In the above two steps, we can know the possible needs of customers, and "asking" will further focus on the needs and understand the concerns and real needs of customers. In other words, the needs of customers vary widely. It is necessary to predict the possible needs of customers in the two steps of "seeing" and "smelling", and guide customers to clarify their needs through the step of "asking". So "asking" is a key step to stimulate demand.
It is particularly important to note that in the process of asking questions, marketing partners should have a clear mentality and start from the altruistic point of view that "products can solve customers' problems". If the mentality is different, the customer's feelings will be completely different.
Looking back on past sales, ask your partner to think:
Who talks too much, you or the customer?
When you are understanding the needs of customers, do you talk a lot or ask a lot?
Are you persuading customers to buy products, or do you want them to realize that they have some problems that can be improved?
The key to communication skills: providing solutions
After getting the feedback from customers, it is necessary to put forward the predicted demand and confirm it. Generally, positive language is used to confirm the personalized needs of customers. For example, "high-quality cabbage ganoderma lucidum is very helpful to improve immunity. The Kangting Rinawale cabbage ganoderma lucidum I want to introduce to you can improve your immune problems."
Summarize four steps, namely:
Observe-observe customers
Observe the external characteristics of customers
Confirm customer type and spending power
Anticipate possible needs
Smell-listen to the present situation
Listen to the current situation of customers
Listen to possible needs
Screen the possible needs of customers
Question-question focus
Understand the customer's concerns by asking questions.
Understand the real needs of customers by asking.
Cut-offer a plan
Provide finishing solutions
Identify suitable products that can be recommended.
Look forward to hearing and asking about cases and predicting customer needs.
Wang: Customer Mr. Han is an "old customer" of marketing partner Xiao Li. Xiao Li first met Mr. Han through a friend. When we first met, Xiao Li carefully observed Mr. Han and got some information initially. For example, Mr. Han is a little fat and pays attention to the quality of life. So Xiao Li later recommended some Rinawale products to Mr. Han. Mr Han has now become a loyal customer of Kang Ding Company.
Wen: Last week, Mr. Han called Xiao Li. He said that in order to avoid environmental pollution and severe smog weather, he has moved to a villa in the middle of the mountain far from the city. The air there is very good. Welcome Xiao Li to be a guest. Xiao Li readily agreed, thinking that the newly renovated villa might have air pollution problems. But Mr. Han should not be aware of this problem. Xiao Li didn't say much on the phone. He intends to ask in detail next time he is a guest.
Q: A few days later, Xiao Li paid a special visit to Mr. Han. And through chatting and asking questions, help Mr. Han realize the seriousness of indoor air pollution. This is to help Mr. Han find the key points he cares about through "asking" and to stimulate his real needs.
Xiao Li: Brother Han, this place you chose is very good, and the home decoration is also very high-grade. Needless to say, your home is surrounded by mountains and waters, and the air is really fresh. Come here, I need to breathe more air.
Mr. Han: Haha, that's right. It's foggy recently, so just hide completely. Don't buy your air purifier if you still live in the city center. Last time I introduced two friends to buy a purifier from you. This smog should not be underestimated.
Xiao Li: Haha, but Brother Han, on the other hand, the air outside your house is fine. What's the air like at home?
Mr. Han: Are you at home? I really didn't think about it. But my family always complains about the smell of home. Home improvement must have a taste! It's no big deal that she makes such a fuss.
Xiao Li: Oh, is your wife worried about your health when she complains about the taste?
Mr. Han: That's true. She is always worried that it is not safe to just decorate her home. But I use environmentally friendly materials for decoration, so it should be no problem.
Xiao Li: This smelly thing can be big or small. Maybe there is something wrong with the air at home.
Mr. Han: Ah, there will be problems with the air at home?
Xiao Li: There will be invisible pollution in the air, such as bacteria and formaldehyde ... especially in decoration, even the materials claiming environmental protection are mixed. ...
Mr. Han: So the air in this house is still so important. I think my wife is making a mountain out of a molehill