First, speak sincerely.
Only sincere people can win trust. We can't persuade a company with an annual output of 5 million to become a senior member once or twice a year in order to improve our personal performance. That's unrealistic and will be hated by customers. First of all, we should learn as much about the upstream resources as possible from the company's customer base, industry, enterprise scale and other factors, and communicate with customers from the overall situation, so that customers can feel that we are professional. Secondly, we can learn about this person's temper and hobbies by chatting with the HR manager of the company. If this person is busy, after you define this customer as a prospective customer, you can also insinuate some sweet words and learn from his assistants or colleagues. I think when you understand this, it will be of great help to your attack. It is said that before meeting a guest, American President Washington must look at this person's hobbies on the first night. Why not?
Second, give customers a reason to buy.
Last month, I went shopping in the East Gate and walked into a small shop. The proprietress greeted me warmly and introduced us to all kinds of clothes. I tried a few pieces and felt dissatisfied, but I saw that the proprietress was very enthusiastic and left directly. To my surprise, just when we were tired after shopping for half an hour, the proprietress packed all the clothes we tried on. When I said we didn't want it, the boss's face suddenly changed. Finally, I said, then give me a reason to buy! The shopkeeper was speechless. Always grasp the customer's needs and endurance, and observe the customer's mentality, which is the key to the final transaction. Many times, we did a lot of things and wasted a lot of time, but in the end, we still missed the goal. Just like I went shopping for clothes above, just browsing. I have no strong request. I was just looking around. If there is a suitable one, and I really like it, I will find one. But the proprietress regards me as a big customer, and the transaction amount from reception to final transaction is based on this level. Just like we do sales, a small company obviously only recruits one or two people, but we talked with him for a year from beginning to end, which will inevitably increase the difficulty of closing the deal and bring bad influence to customers.
What puzzles me most is that the proprietress finally lost her temper. I thought she wouldn't buy it this time. I seldom see her consciousness of serving the people. If she buys something next time, she will definitely come to her, so it is worthwhile to spend half an hour thinking about her tone. However, sometimes we are too eager for quick success. When customers agree or acquiesce, we often feel a little emotional, so there will be obstacles in communicating with customers. You know, what we do is actually sales, in fact, it is more of a service component.
I remember when I left my last employer and looked back at the sales office, those ochre characters were still eye-catching: the customer is always right.
Third, let the customer know that he is not the only one who bought this product.
Everyone has herd mentality. When recommending a product, the business person tells the customer in time that the enterprise or company with similar or identical situation has purchased the product, especially the product purchased by his competitor. This not only shocked him psychologically, but also strengthened his desire to buy. According to experience, when this company buys the same type of products, it will definitely buy more advanced products than its competitors, which will also hurt the morale of the other party.
Fourth, enthusiastic salesmen are the easiest to succeed.
Don't say I'll send you an offer when the customer asks about the product. Please have a look. Only when the customer's time is tight, will you say to make an offer. That should be what I said before. I'm really sorry. I was going to introduce this product to you, but this time you may have to see for yourself. Let the customer always feel that you passed her by, let her feel unrestrained feelings, and feel that she is like a flowing iron. If time permits, even if customers have no demand or no demand, we should receive them sincerely and enthusiastically. Who knows what position and background she is; She has no needs, how can she know that her husband has no needs? She has no needs. How can she know that none of her friends have a high professional title? This is what my friend who makes Huiren Shenbao told me.
Yes, we should have a generalized customer theory-everyone is a customer.
Don't be self-righteous in front of customers.
. If the customer is really wrong, be smart and let him know that others often make the same mistakes. He just made a mistake that most people are easy to make. Many people abide by two principles at home: first, the wife is always right; Second, even if the wife is wrong, follow the first rule. Outside, in the company, it is always right to be a customer as long as we change the word slightly. Even if the customer is wrong, it is our fault. I believe that you are not only an excellent newcomer, but also an excellent salesman.
Sixth, pay attention to listening to customers and understand their ideas.
Some customers have clear requirements for the products they want to buy. Paying attention to their requirements and meeting their needs will make sales more smooth. On the contrary, trying to sell your products blindly, interrupting customers unreasonably and chattering in customers' ears will fail in nine cases out of ten.
Customers not only hope to get your pre-sales service, but also hope to get good service after purchasing your products. Constant phone calls and holiday greetings will make customers feel good. If you promise the customer, don't find excuses to delay or not do it, such as whether the gifts and invoices are delivered in time.
Eight, don't slander others in front of customers.
Even if your competitors are bad in one way or another, don't denigrate others in front of customers to raise yourself. This is very stupid, and it often makes customers rebellious. At the same time, don't speak ill of your company, complain about the company's faults in front of customers, and customers will not rest assured that talent recruitment will be placed in a company that even their employees don't agree.
Nine, when the customer has no intention to buy, don't put pressure on him with the old sales tricks.
Many times, customers have no intention to buy your products. At this time, do you take the initiative to return it or persevere to sell it to him? A more appropriate way is to take a step back and talk about the things that customers are interested in, or to find an opportunity to visit again and give customers a psychological preparation process for buying. Don't expect to make a final decision at once. After all, such luck is rare.
Ten, attack the heart for the top, attack the city for the bottom.
Sun Tzu's art of war has a saying: attack the heart for the top and attack the city for the bottom. Only when you win the customer's heart will she regard you as a partner and a friend, so that your business will last for a long time and you will have more and more friends. My eldest brother is a professional manager, and he told me that only by treating customers as friends will your road become wider and wider. On the contrary, it's just a flash in the pan.
Attack is not necessarily the entertainment and corruption of big fish and big meat. Icing on the cake is not as good as sending charcoal in the snow. Greetings for Chinese New Year and holidays at ordinary times, a word, a lifetime, a feeling and a glass of wine are enough.
How to make customers accept themselves? You should let them see the special features of the products you sell, and then show the advantages compared with similar products in terms of price and service!
How to make customers accept the products introduced by themselves? No matter what products or services you sell, there are only two results: either you sell them to customers or customers sell them to you. Promotion is a challenging job. Only by choosing the right direction and taking the right road can customers accept your sales proposition.
You must know who your customers are. In many cases, not every product is suitable for everyone. It doesn't mean that you will succeed if you sell the best products in the world. For example, some people say that "Rolls-Royce is the best car in the world", but if the customer is just a housewife or a mother who wants to take her children to class, she may not need a Rolls-Royce, even the best car. Therefore, the salesperson must know "Who is your customer?" .
Every product has its customers. You must know who your customers are, especially who your ideal customers are. Who is the best candidate for your product? Who needs your goods most? How did you find these people? Many salespeople have great difficulty in developing new customers, because they have never carefully analyzed who is best for their products.
Who is your client? First of all, you have to understand who needs your products can meet, that is, you have to find customers with needs first. These customers have real or potential needs for your products, and they have the purchasing power.
How can we make customers accept that they like themselves, smile, and make them feel that you are reliable and right, and you won't regret it?
How does a printing salesman make customers accept himself? How to attract customers? Printing business is really hard to do now. There are printing houses everywhere. You'd better find them nearby and give them some benefits, such as having a meal before talking about business. Remote operation is not easy. How can I trust you by making a phone call? You can print him a simple information, the content is the same as what you said on the phone. If he intends to go further and further and wants to get benefits, he will definitely contact you.
How to communicate with customers? First, we analyze the communication principles of requirements, and then look at how to improve communication skills.
Communication is defined as any process in which people share information, ideas and harmony. Another definition is that communication affects opinions, decisions and behaviors through information interaction. In the communication of demand acquisition, information is the demand of this system. The purpose of requirements acquisition communication is to establish the concept of system requirements and unify the definition and understanding of system requirements, that is, what the system should and should not do. Note that the communication here must be two-way. Communication elements in requirements acquisition include: transmitter-receiver. Any communication participant is both a sender and a receiver, and all communication participants play a certain role. Roles are specific roles that individuals play in relationships and behaviors that can be compared with a set of norms. In requirements acquisition, the participants are mainly users and developers. Information, including symbols, articles, thoughts and emotions related to needs. Channels, through hearing, vision or touch to achieve communication; Noise, in the process of demand acquisition, noise is mainly information with different understanding and ambiguity about the definition of demand; Feedback, that is, the interaction between the sender and the receiver, is a necessary condition for establishing communication. Feedback is not necessarily language, such as reply, questionnaire and so on. Environment, with subjective choices and settings, is where communication takes place. According to the classification of subject and object, communication can be divided into interpersonal communication, man-machine communication and organizational communication. Organizational communication refers to the exchange and transmission of information among members of an organization. Demand acquisition is an organizational communication, which is divided into downward communication, upward communication and parallel communication. Downward communication is the communication formed by the command, instruction or notice from the superior to the subordinate in the organization, and the subordinate who communicates upward is the communication of the superior's reaction. Parallel communication is the communication between unified levels of the organization. Demand acquisition should be this kind of communication, avoiding becoming downward or upward communication.
Robert heller said: "Good communication is to an organization what blood is to life." Although the purpose of communication is to convey information to the receiver, it has many ways, such as speaking, writing and listening. The purpose of communication is to process information and improve relations. How to use communication skills to improve communication efficiency? This requires us to improve communication in many ways.
Oral communication: Through oral communication, we can get more accurate, convenient and timely information, which provides a place for discussion, clarification, understanding and immediate feedback. In oral communication, we should observe each other's body language, pronunciation and intonation, which are important factors to enrich oral communication. Oral communication should be frank and clear, and opinions should not be misleading or difficult to understand. The core of communication is not language, but understanding. Both sides of oral communication should pay attention to listening. In the process of communication, the sender and receiver of information may have completely different understandings on some issues.
At this time, we should pay attention to getting as much information as possible before communication. It is better to explain clearly than to ask questions all the time. Too many questions will greatly reduce your credibility, make people unable to understand you correctly, and make people have a negative impression on you. Try to explain the problem clearly and let the other person understand your meaning and attitude. If you don't understand the other person's meaning, but you have some other understandings or ideas, you can ask the other person directly, find out the meaning of the other person as soon as possible, and solve the misunderstanding in mutual communication as soon as possible. Let everyone focus on the goal and establish a consistent position, which can make people understand each other, not afraid of making trouble and not killing each other. Understand the difference between questioning and defending, take the time to consult others and share with them why you stand your ground. People must be careful not to use words that may be interpreted as sexism, racial discrimination, prejudice or aggression in oral communication. Because this method is synchronous, oral communication should also pay attention to the timing. It is not appropriate to break into the user's office to interrupt the other party's work or meet the user in the corridor for half an hour.
Meeting and discussion: Meeting is an effective tool and means to strengthen organizational construction, strengthen members' expectations and promote project target investment. In order to make the meeting effective, it is necessary to determine the purpose, participants and agenda of the meeting before the meeting, and distribute the purpose, agenda and materials of the meeting to each participant; During the meeting, the meeting must be held on time and the meeting recorder should be appointed. The meeting host should supervise rather than dominate the meeting, and the contents of the meeting should be recorded as soon as possible. In a meeting or interview, use a laptop, designate a person skilled in typing to record all the discussions and do some sorting at the same time. Another way is to use recording, and the participants in the meeting will devote themselves to the meeting and organize afterwards through recording. If you don't do this, when you end the meeting, you will find that all the discussions are just a vague impression, and the demand is still a distant thing for you. Before the end of the meeting, summarize the meeting results and record them. Users participating in the discussion are requested to comment and modify the recorded contents, control the meeting progress and discussion scope, and end the meeting on time. After the meeting, announce the meeting combination and arrange personnel to follow up the project decision and arrangement.
The first meeting between users and developers is like the first meeting between two strangers. Everyone doesn't know what to say, what to ask, and they are worried about what they say and what they do will lead to differences. They are all thinking about what they want, that is, different expectations, and they all hope that the same event is the success of the project. The following suggested list of questions will help the meeting organizers to be targeted:
The first stage: starting from the issue of freedom, we can get some basic understanding, such as what problems to solve, who needs to solve, and what the expected effect of the solution is.
1. Who is the initiator of the problem and the beneficiary of the solution?
2. Who will use this solution?
3. What economic benefits can a successful solution get (without involving the business secrets of users)?
4. Is there or need for another solution?
The second stage: better understand the problem and the ideas expressed by users.
1. What problem does the solution locate and solve?
2. What kind of output will a successful solution produce?
3. In what environment will this solution be used?
4. Are there any special performance requirements or limitations that affect the solution?
The third stage: pay attention to the meeting effect.
1. Do you think there is a more suitable person to answer these questions?
2. Is the meeting too long and there are too many questions?
3. Can others provide other information?
4. Are there any other questions that we haven't asked?
Dealing with conflicts: Conflicts will inevitably occur in the process of communication, and differences in goals, motivations, personalities and temperament will lead to conflicts. We must pay attention to and face up to conflicts. Conflict also has its advantages, it can expose the problem and make it get attention as soon as possible; It can stimulate discussion and clarify ideas; Forced to seek new methods; Cultivate creativity and solve problems better. There are several ways to deal with conflicts:
1. Avoidance or avoidance: People involved in the conflict voluntarily avoid this situation to avoid disputes. This practice is a negative method, which will make contradictions accumulate continuously and lead to gradual escalation later.
2. Competition or coercion: regarding conflict as a win-win situation and thinking that winning is more valuable than the relationship between them may lead to people's resentment and worsen the working atmosphere.
3. Mediation or elimination: try to find agreement in the conflict, ignore differences as much as possible, and not discuss possible differences, but this cannot completely solve the problem.
4. Compromise: Seek a harmonious compromise, focusing on dispersing differences.
5. Cooperate to solve the problem: directly face the problem, seek a win-win outcome, and strive to get the best and most comprehensive solution. People involved in the conflict have a clear understanding of the assumptions of the other party's views, especially those in conflict, and are willing to give up or redefine their own views and opinions. It can be seen that this is the most positive and best way to deal with contradictions.
Written communication: face up to documents, memos or emails, all of which are written communication, characterized by persistence. Written communication should only be used when necessary and will not increase the workload of both parties. We often don't want to look for information that can be obtained through oral communication in the next meeting in trivial documents. All written expressions must be clear and concise, and no other irrelevant content can be attached. Use short sentences instead of long sentences and active voice instead of passive voice to avoid double negation or ancient Chinese words. Use natural language. Written communication is also an effective way to help memory.
Speeches and reports: Before speeches and reports, we should make clear the purpose, prepare a written outline, make full preparations and practice more. The content should be concise and to the point, ensure that the information can be understood clearly and correctly, impress the recipients with quality rather than quantity, and explain the problems with pictures and tables. In the process of speech and report, the language is clear and fluent, the sentences are short, and the transition between the main points is natural. You should also try to use body language, smile consciously, relax your arms or increase the gesture of explanation at the same time, which will make you more confident and relieve tension. Speeches and reports must be completed within the specified time, and it is best to set aside some time to communicate with the audience.
The effectiveness of communication varies greatly and plays a decisive role in the success of demand acquisition. We should not only pay attention to the professional technology of demand acquisition, but also see the importance of communication. The efficiency of communication can be improved, and we need to work hard to improve our communication skills.
In the process of communicating with customers, a customer's eyes, an expression, a casual action, these body languages are the reflection of his psychological state, and an excellent salesperson must be good at grasping them.
—— Quoted from the Marketing Encyclopedia of Yanbian People's Publishing House.
You can have a look at the book "Social Verticality" by Sina Reading Network, which focuses on communication. The second chapter has a series of case methods, such as communicating with customers and turning back to customers.
People often say: the south is thick and black, and the north is vertical and horizontal. In other words, "Lara" and this book are classic, but many people have read them, so if your customers have probably read them, the key is to see how you use the ideas in them, which is the better key. I hope I can help you.
How to make customers accept your 1, without being critical, is a common problem for many customers, especially newcomers. Sometimes, they speak without thinking, blurt out, and hurt others before they feel it. A common example is: "Your building is really difficult to climb!" "This dress doesn't look good. Not suitable for you at all. " "This tea tastes terrible." Or "Your business card is so old-fashioned!" "It's better to be alive than dead!" These blurted words contain criticism. Although we don't mean to criticize, we just want to make a round taste and make an opening statement, which sounds very uncomfortable to our customers. People often say, "Say a good word, I am willing to be a cow and a horse", that is to say, everyone wants to be affirmed by the other side, and everyone likes to listen to good words. Otherwise, how can there be a saying that "praise and encouragement make a genius, and criticism and complaints make a genius"? Who wants to be criticized in this world? Business people are engaged in sales promotion and deal with people every day. Say more compliments, but also pay attention to moderation. Otherwise, people will feel hypocritical and lack sincerity. Just like Aunt Wang who lives in my compound, one day after the salesman said goodbye to her, she came to us and said, "Don't listen to him. His mouth is as sweet as death. It's all fake. Why does this insurance company train the same people? They are glib! " You see, this aunt Wang invisibly reminded us that compliments in conversation with customers should come from the heart and not be blindly praised. You know, if you express it modestly and naturally, you can win people's hearts and convince them. 2. Put an end to subjective problems. Some newcomers, who have not been involved in this industry for a long time and have insufficient experience, are inevitably unable to grasp the customer topic in the process of communicating with customers. They often discuss some subjective issues with their customers, and finally they disagree. Some people can get the upper hand even if they are red-faced on some issues, but after the fight, a business is ruined. Think about this subjective debate. However, when dealing with such subjective problems, experienced old salespeople will start some discussions from the customer's point of view at first, but in the debate, they will immediately lead the topic to the products they are selling. In a word, I think everything that has nothing to do with sales should be put aside, especially subjective issues. As a salesperson, try to put an end to it, and it is best to avoid talking about it, which will be good for your sales. 3. Use less technical terms. Mr Li has been engaged in life insurance for less than two months. As soon as he entered the war, he showed off to his clients that he was an expert in the insurance industry. A lot of technical terms were crammed into customers on the phone, and all customers felt great pressure. After meeting with customers, Mr. Li played one specialty after another, and a lot of technical terms such as "premium exemption", "rate", "creditor's rights" and "creditor's rights beneficiary" made customers feel groping in the dark, and the other side felt disgusted. Naturally refused, and Mr. Li unconsciously missed the business opportunity of sales promotion. Careful analysis will reveal that when training customers, salesmen regard customers as colleagues and are full of professionalism. How can people accept it? Since I don't understand, how can I buy products? If these terms can be converted into simple words so that people can understand them after listening, then the purpose of communication can be effectively achieved and product sales will be unimpeded. 4. Don't exaggerate the function of the product if it is not true! This kind of false behavior, customers will eventually know whether what you said is true or not when they enjoy the product in the future. Just because you want to achieve a temporary sales performance, you must exaggerate the function and value of the product, which is bound to bury a "time bomb." Once a dispute occurs, the consequences are unimaginable. Every product has its advantages and disadvantages. As a salesperson, you should stand in an objective perspective, clearly analyze the advantages and disadvantages of products with customers, and help customers "shop around". Only by knowing yourself and the market situation can we convince customers to accept your products. Remind sales staff that any deception and exaggerated lies are natural enemies of sales and will make your career unsustainable. 5. Prohibit offensive words. We can often see such a scene. Business people in the same industry have offensive words, attacking competitors, and some even say that the other party is worthless, which makes the image of the whole industry in people's minds unsatisfactory. When most of our salesmen talk about these offensive topics, they lack rational thinking, but they don't know that offensive words and expressions against people, things and things will arouse the resentment of prospective customers, because when you talk, you look at the problem from one angle, and not everyone is on the same angle as you. If you are too subjective, it will be counterproductive and only bad for your sales. I believe that with the development of the times and the strengthening of corporate culture of various companies, aggressive words will never be popular. 6. Avoid talking about privacy issues when dealing with customers, mainly to grasp each other's needs, rather than talking about privacy issues at once. This is also a common mistake made by our sales staff. Some salesmen will say that I am talking about my privacy. What does it matter? Even if you only talk about your privacy, don't talk about others, and tell all about your marriage, sex life and finance, can your sales make substantial progress? Maybe you will say, we don't talk about this with our customers, so it's difficult to talk about business directly. It's okay to talk about it. In fact, this kind of "gossip" conversation is meaningless, wasting time and your business opportunities. 7. Ask fewer questions. In the course of business, you are worried that the prospective customer won't understand every word you say, and you constantly question the other party for fear that the other party won't understand you. "Do you understand?" "Do you know?" "Do you understand what I mean?" "Do you understand such a simple question?" It seems that an elder or teacher questioned these disgusting topics. As we all know, from sales psychology, questioning customers' understanding all the time will lead to customers' dissatisfaction. This way often makes customers feel that they can't get the minimum respect, and rebellious psychology will follow, which can be said to be a taboo in sales. If you are really worried that the prospective customer doesn't quite understand your detailed explanation, you can get to know each other in a tentative tone, "Is there anything I can explain in detail?" Maybe this will be more acceptable. Perhaps, when the customer really doesn't understand, he will take the initiative to tell you, or let you explain it again. Here, give the salesman a piece of advice, customers are often smarter than us, and don't replace their advantages with our blind spots at will. 8. Flexible boring topics There are some boring topics in sales. Maybe you have to explain it to your customers, but these topics can be said that everyone doesn't like it, and you even want to doze off after listening. However, due to business pressure, I suggest that you make this statement simple and can be summarized. In this way, customers will not feel tired after listening to it, and your sales will be effective. If you must explain something very important to your customers, then I suggest you don't try your best to force them. In the process of your explanation, you might as well find some short stories and jokes that they like to listen to from another angle, and then get back to the point. Maybe it will work better this way. In a word, I personally think that this topic, because it is boring and customers don't like it, you'd better keep it and put it aside. Sometimes it's better to tell the whole story. 9. Avoid indecent words. Everyone wants to be with people with education and hierarchy. On the contrary, they don't want to associate with those who call names. Similarly, in our sales, indecent words will definitely have a negative impact on our products. For example, when we sell life insurance, you'd better avoid words like "dead", "dead" and "finished". However, when dealing with these indecent words, experienced salespeople often use euphemistic words to express these sensitive words, such as "lost my life" and "go out and never come back", instead of these unpleasant words.
How to attract customers, grab customers and communicate with customers through express delivery is also expected.
Nobody answered! Let me introduce you. Why did our company choose to pull a courier company?
The courier publicized the strength of their company and chose the safety factor of their company. It happened that we used a courier company to lose the goods at that time!
I chose to pull. Later, that man was very kind to us and often bought us cold drinks and drinks!
Let's confirm his identity now.