A harmonious conversation atmosphere is indispensable for effective communication with customers. An experienced salesman will always come up with various methods in the process of communicating with customers. First, he will create an atmosphere conducive to mutual communication. For some customers, even if they need a certain product, they will not have a good atmosphere and will not communicate with the salesman too much.
We have always advocated that salespeople must have affinity. What role does affinity play in sales? First of all, an affinity salesman can quickly close the distance with customers, feel at home with customers, and create a harmonious communication atmosphere between salesmen and customers.
Therefore, to create a harmonious communication atmosphere, we must first establish affinity.
In the process of communicating with customers, some salesmen are eloquent, but they are monologues for a long time, and customers have no response. This is because they didn't find similarities with customers. As the saying goes, "Birds of a feather flock together", the more similar things between people, the more topics they will talk about, and the easier their communication will be.
I believe everyone has this feeling. When we were on the train, a stranger sat opposite us. We didn't talk to this stranger for long, and then we felt like hitting it off at first sight and meeting again after a long separation. Unconsciously, you will have an inexplicable affection and trust for him, and the atmosphere of your conversation is very high. Why? Because the other party has extraordinary affinity, such people often become marketing talents.
[case study]
Xiao Wang is a salesman in a steel plant. He runs around every day and reads countless people. Of course, he is good at grasping customers. But what makes Xiao Wang proud most is that no matter what kind of customers he meets, he can create a harmonious communication atmosphere when he meets them.
On this day, Xiao Zhao came to a factory in Tianjin to talk about business, and soon Xiao Zhao found the director of this factory.
Xiao Zhao: "Hello, I'm a salesperson of a steel company. I made an appointment with you before to discuss something important to you and me. "
Customer: "Oh, please sit down!" " "The parties politely asked Xiao Zhao to sit down.
After sitting down, Xiao Zhao didn't rush to start talking about business, because the customer only said a word after coming in, and the atmosphere seemed awkward. But he immediately saw a technical football on the customer's desk, so Xiao Zhao said, "When I was in the company, I heard from my colleagues that you were an out-and-out fan. I wanted to visit you for a long time, but I never got a chance. I finally met you today! "
Customer: "I'm flattered! I'm flattered, hey fans, just a hobby! "
Xiao Zhao: "Don't mention it, because of the support of loyal fans like you, the national team only qualified last year, otherwise it would be even worse!" "
Customer: "It seems that you have studied this aspect, and I hate that ..."
At that time, the atmosphere in the customer's office was very harmonious, and the customer and Xiao Zhao talked very enthusiastically. At this moment, Xiao Zhao found the right time and said, "I want to ask you something about football today, and there is another important thing to discuss with you. Look at our steel supply ... "
Customer: "That's easy to say. Please bring me the contract and let me see ... "
……
In this way, the customer finally signed the contract very readily.
After Xiao Zhao met the customer, although the customer was very polite, the atmosphere was awkward, so Xiao Zhao took the customer's hobby as an introduction to break this embarrassing scene and make the customer feel comfortable with Xiao Zhao.
In this case, if Xiao Zhao communicates with customers in an awkward atmosphere from the beginning, it will inevitably have a bad effect. At this time, the best way is to close the distance with customers first, which requires customers to feel the affinity of salesmen. There are many ways, and the salesman chooses where the customer's hobbies are. Of course, some treatment is needed in the process of expression. For example, in the case of "When I was in the company, I heard from my colleagues that you were an out-and-out fan ..." After such packaging, the emotional color of the language was further enhanced and the affinity of the salesman was well improved.
[Skillful touch of gold]
How to establish affinity and make customers feel at home, thus creating a harmonious atmosphere? The best way is to make customers feel that salespeople are in sync with themselves, as follows:
First, emotional channels. Emotional closeness means that the salesperson's emotions should be in the same frequency as the communication object. For example, when a customer is a very serious person, we should also take it seriously, and don't joke with such a customer easily, because your jokes will make the other party think that you are frivolous and not serious enough, so they don't trust you or lose trust. So, don't tell jokes when the other person is heartbroken.
Second, * * * closing method. In the communication with customers, when customers express some opinions that have little to do with the interests of cooperation, the salesman can immediately echo them, so that customers will feel that you recognize their opinions and speak freely. There is a rule called seven plus one, which means that if your opinion can make the other person say, yes, I agree, and the other person agrees with you for seven times in a row, then he will get used to agreeing with you for the eighth time. Therefore, salespeople can arouse the interest of the other party in asking questions and make the other party feel close.
Third, the method of body movements. According to research, in the process of communication, language accounts for 7%, tone accounts for 38% and body language accounts for 55%. Therefore, body language can be said to be the most important communication tool in the communication process. When salespeople communicate with customers by using the body language that customers often use, they often quickly establish a sense of intimacy with customers.
Fourth, the method of language expression. Every customer's intonation, speaking speed and written expression are different. For example, some customers speak faster, so the salesman's speech speed should also be accelerated. The customer speaks in a high tone, and the salesman should also improve his tone. Some customers like to use some words, such as "OK" and "Done". At this time, if the salesman can communicate with the customer in these words, the customer will accept it more easily.
In short, in the communication with customers, to create a good and harmonious atmosphere, it is necessary to establish an affinity and let customers feel a sense of intimacy.