Telephone etiquette practice
Let's talk about the etiquette on the phone first. The first is to answer the phone.
Answer the phone with your left hand or your right hand? Use your left hand, because your right hand should take notes. So when you go to a regular company, you will find a pen and memo on the right hand side of the company phone. When we visit customers, we can immediately see whether the company is professional through decoration. After the phone rings, how many times should I ring before answering it? Formal business etiquette requires answering the phone as soon as it rings, but in practice, it is required to answer the phone after three or four rings. Why not follow the formal business etiquette and answer as soon as you hit it?
There are two reasons:
1. If you answer as soon as you call, it will make customers feel that your company's business is sparse. It means that you are bored and do nothing but wait here for the call.
2. Now many phones are mobile phones. No matter whether it is mobile, China Unicom or telecom, the signal is not very stable. If you answer the phone once, there is a high probability of cross-connection. For these two reasons, we usually answer the phone between the third and fourth rings.
Secondly, after the phone is connected, which word can't be said? ?
The word "hello" must not be said! The professionalism of a company is reflected in every detail of the work. Professional companies, when calling each other, usually say, hello! A company. If you say "hello". Excuse me, who is this? What do you mean? So whether it is professional enough can be heard through this voice. Just say hello and add the abbreviation of your company! Once the phone rings five times, you must apologize first when you pick up the phone. "Sorry, I was far from the phone just now." On the other hand, if you call the other person five times in a row and the other person doesn't answer, you will also be very anxious. This is a very simple truth.
Third, who will hang up first after answering the phone?
Many people say that letting the other party hang up first can show respect for the other party. Have you ever been in this situation? Both companies require the other party to hang up before hanging up. If the other party doesn't hang up, hang up first, and fine 50 yuan. What shall we do? Sit there and wait for the other party to hang up, and the other party has been waiting for you to hang up. You tell the other person I'll count to 1, 2, 3 and we'll hang up together. Is this possible? So it seems reasonable to let the other party hang up first, but it doesn't make much sense. So who should hang up first? Some people say that the caller hangs up first. Well, if the caller hangs up first, you call your chairman and you're finished. Your chairman hasn't hung up yet. Does it feel bad? In fact, there are two principles and a special case for making a phone call.
In the first case, if there is a clear distinction between the two sides of the call, that is to say, one side of the call is an elder, one side is a junior, or one side is a superior and the other side is a subordinate, then we must follow the principle of hanging up first. Whoever has the highest level will hang up first. For example, if you call your parents, you have to wait for them to hang up first. If you call your superiors, you must wait for them to hang up first. Hang up before you call your subordinates.
The second principle is called "call first, hang up first" principle: calling each other between peers is actually an interruption and harassment to each other's original work, so try to shorten the time as much as possible, and whoever calls first is the best. One is the principle that honour person hangs up first, and the other is the principle of hitting first and hanging up first. So what is a special case? As a business person, in the process of communicating with customers, we should first respect customers and their habits. If the customer thinks it is right to call first and hang up first, you should call and hang up with him first; The customer thinks that it is right for the venerable person to hang up first, so you can hang up with his venerable person first; This is called the habit of respecting customers. The essence of etiquette is to show respect for each other through a certain form, so its core is that as long as you can show respect for each other, whatever form you take is a means.
Elevator etiquette practice
When we visit customers, elevator etiquette is often involved. What's the point of taking the elevator? Who is advanced? Who will go first? For example, you go downstairs with the general manager after work. Go to the elevator, the elevator is coming. When you see your boss there, you say "Mr. Wang, after you". After Mr. Wang went in, ah, the elevator didn't come up, and the leader continued. Will this happen in practice? I will. So remember: people with advanced elevators are at risk; When you take the elevator, you must remember a principle: honorable people come last, humble people come out later, or humble people come out first. Whoever has a low position will be advanced, and whoever has a low position will come from behind. The principle of "first in, then out" requires that after the elevator comes down, the inferior people go in first, then press the door opening button to keep the elevator door closed at any time, and then invite distinguished people to enter the elevator. When the elevator arrives there, the inferior should still press the door opening button at any time to keep the elevator door closed, and then let the distinguished people come out first. As a salesperson, you should always pay attention to your manners in your daily life! The wider your business is, the more people know you, and the more you should always pay attention to your image.
Precautions for entering the door
Is there anything particular about entering the door? We all know we have to knock first, so how many times do we have to knock? We will find that knocking at the door is basically understood by everyone, but people who have not received professional training usually make two basic mistakes: young salespeople usually knock at the door and the other party says come in! Then I saw that only one head came in. The other party said come in, and you even came in with the person who led the way. If you get your head cut, whose business is it? This action will make customers feel that you are timid, that you have no confidence in yourself and that your company is not very good. So this must be paid attention to. As soon as I knocked at the door, the other party said come in! You should go in generously! The second detail to pay attention to is to close the door after entering the door. Many salespeople don't care about anything after they enter the door. This gives people the impression that you are a person who only cares about yourself and ignores others from beginning to end, which will make customers worry that you have bought your things and the after-sales service may be bad. Be sure to pay attention. Older salespeople, we call them slick, will make the third kind of low-level mistake: when they arrive at the other company, they knock on the other party's door first, and the other party says come in! He went in. After he went in, no matter whether the other party offered his seat or not, as long as he saw a place where he could sit, he would naturally sit on it. As a result, once you sit in the wrong place or put your bag in the wrong place, the business will fail-learning to respect other people's space is also the key content of etiquette practice. Once you leave a bad impression on the other party, especially high-level customers are sensitive to their personal space, and the salesperson puts the bag where he thinks it should not be, the customer will have a bad impression on you: I feel that you are very casual! So remember, after entering the door, if the customer gives you his seat and gives it to you, you'd better sit there and put your bag there. Note that you can't just sit in many places.
Handshake etiquette practice
Many people think that the handshake etiquette is nothing, because many etiquette books have detailed introductions. There is a big gap between the actual situation and the imagination: you will find that shaking hands according to the requirements in the etiquette book will often lead to embarrassment for both sides. It is not that the standards and requirements written in the book are wrong, but that there is a basic requirement for shaking hands according to the standards in the etiquette book: both sides of the handshake have received professional etiquette training, which cannot be realized in many cases. What's so important about shaking hands?
There are four main points:
The first question is who reached out first.
The second is the issue of strength.
The third is to grasp the handshake time.
The fourth is the judgment of palm angle.
Who should reach out first when shaking hands? Generally speaking, we should pay attention to the following three points.
First, between the opposite sex, it is called the principle that a lady reaches out first. Whether it is business etiquette or social etiquette, it is the lady who reaches out first. If a woman doesn't reach out, a man shouldn't reach out first-there will be suspicion of trying to take advantage. If you reach out and shake hands with a lady as soon as you see her, especially if she is good-looking, people will think that your purpose is not to be nice, but to take advantage of her. Therefore, no matter what occasion, it is the same for leaders. Women don't reach out, and we generally don't reach out.
Second, between the same sex, that is, between men and women, it is called the principle that the honorable person reaches out first and the high-ranking person reaches out first. Because the honorable person reaches out and the humble person must cooperate. Because many people have not received professional training, in order to show their enthusiasm, they rushed up and held out their hands to shake hands with each other. Under normal circumstances, distinguished people will not answer it because you don't know the rules. If I take your hand again, it will only prove that I don't know the rules either. Therefore, many times, when the salesperson reaches out and the customer ignores you, he will be embarrassed, and this embarrassing situation will lead to the tension of the salesperson, and the degree of tension will be more serious.
The timing of shaking hands is also based on the basic principle of "respecting each other's habits". If the other party doesn't let go, we will always shake hands. If the other party lets go, we will cooperate with each other.
To grasp the strength of shaking hands, we must remember that we will use as much force as the other person uses when shaking hands.
The angle of the palm when shaking hands, how to judge what kind of person the other person is by shaking hands. When shaking hands with customers for the first time, pay attention to the palms of customers. If this person habitually has his palm down, it means that this person is very controlling. He hopes that he can control the overall situation and pay attention when communicating with him. Shake hands strongly for the first time; Second, when he is strong, you should learn to take the initiative. In the second case, if the customer shakes hands with you and the palm is up, it means that he is in a submissive posture. Generally speaking, such customers are easier to get along with. One more thing, the concentration of such customers is generally poor. Therefore, top sales staff can judge the general types of customers when they shake hands with customers for the first time, and also lay the foundation for benign communication with customers in the later period.
What about the arrogance of the people you meet? I saw it once. Once upon a time there was a young man. As soon as he sees me, he likes to reach out first, palm down. I made a very simple action, holding his hand first, and then stepping forward, I broke his hand directly: Don't come with me, come closer to him and force him into his private space, and he will be honest. So remember, sometimes you have to be soft, and sometimes you have to be hard! But it should be noted that your hardness should be acceptable to the other party and felt by the other party. For example, when communicating and negotiating with some customers, you will fall behind as soon as you meet-the customer asks you to sit lower and softer. The customer is facing a wall, and behind you is a railing. He feels reliable when he leans against it, and you feel empty when you lean against it. You have no psychological advantage. When the customer sees you, reach out first. He tells you that his rank is higher than yours, and he holds out his palm downward. He's telling you, I want to control you. If you fall for his trick and don't fight back, it's not easy to talk to him again. So the real master set the situation as soon as they met. Who is in charge?
Matters needing attention in business card etiquette
Business cards, business cards also have a lot of attention. Here, we don't make too many statements about the contents of the business etiquette book, such as picking up business cards with both hands and reading them. That's not the point. Let's look at the key details.
The first detail is our business card. The business cards are all in the business card folder. Now take out your business card holder and see who your business card is aimed at. Be sure to remember that the business card is directed at the customer. Many people's business cards are facing themselves when they are in the business card holder. When exchanging business cards with customers, it is very troublesome to turn your business card over to face the customers! More importantly, it seems unprofessional. Real professional business people will feel very comfortable when you find that the business card they pulled out of the business card holder is facing each other. More importantly, when meeting customers, prepare business cards in advance. The moment you meet the customer, you pop it out of the business card holder directly. The action is very smooth, giving people a feeling of being very capable and professional. So the first thing to pay attention to is how to install the business card.
Second, don't scribble or even alter the information on the business card. Because business cards represent the faces of companies and salespeople, many salespeople are very careless and change their phone numbers and addresses. This behavior will give customers a feeling that "your company can't even afford to print a box of business cards". What else does your company do? "
Third, when you pick up a business card, you should be familiar with any place on it. Many business people don't understand. As soon as the customer gets your business card, look at it: Xi Anhongshan Enterprise Management Consulting Co., Ltd., "What does this logo of your company mean?" The salesman "signed" with a blank face? What sign? Then follow the customer's meaning: "Sorry, I don't know what it means! "Excuse me, in this case, how can we make customers leave a good impression on us? This will only make customers think that we are unprofessional. Therefore, the salesperson should be familiar with all the information on the business card. When the customer gets your business card and looks at it, we can immediately answer any information on it. Therefore, it must be noted that the salesperson must be very clear about all the information on his business card. Because the business card itself is a major topic of communication with customers. Sometimes I just have nothing to say when I meet a client. For example, "Mr. Wang, look at this logo of our company." Do you know why he designed it this way? The outside is square, the inside is round, the blue outside symbolizes rationality, and the red inside symbolizes enthusiasm. Linked together are two hearts, representing the family culture of our company. In addition, this logo is the abbreviation of Hongshan in our company, with H outside and S inside, and the arrow outside represents the horizontal development of our company. Is there anything to say like this? It also shows that the company is very cultured, and that the sales staff are very familiar with their own company and business.
Fourth, where should I put my business card after receiving it? In a business card holder or pocket. Note that the actual operation is neither in the card holder nor in the pocket. After receiving the business card, put it in the lower left corner or lower right corner of the table according to the sitting position. Because when we meet for the first time, it is very likely that we will suddenly forget each other's last name when chatting. What's your name? What is the position? If the other person's surname is Wang, but you call a manager Zhang, you will be embarrassed and the other person will be embarrassed. Put it on the table to remind the other party of their name, position and company business. So don't put it away in a hurry!
Fifth, it is best not to look at the customer's business card, especially when there are uncommon words or polyphonic words in the customer's name, which is likely to be mispronounced.
Sixth, when things are done, you must remember to put away the other party's business card and put it in your business card holder or coat pocket. Some salespeople forget to put away their customers' business cards, put them on the table, and then leave by themselves. This is a terrible phenomenon. Customers will never remind you: "Xiao Wang, you forgot my business card", so don't forget it. In other words: If there is 500 yuan on the table, will you forget it? It only shows that you don't pay enough attention to each other: this person is not important at all! So you must pay attention to this detail. Another situation is that after getting the other party's business card, they don't put it there respectfully or put it away, but play with the other party's business card, and some people even buckle the other party's business card with their nails. How does it make the other person feel? Business cards are customers' faces, so don't fiddle with them in your hands. Another thing to be reminded is that once business cards are exchanged, they must be carefully kept. Because some customers are very particular, if you accidentally lose your business card and ask for another one, it will make you feel very uncomfortable.
Seventh, the skills of asking for business cards. There are two common ways to get a business card: the first way is the request method. For example, "Miss Jin, can I leave your business card? If you have any questions in the future, please feel free to contact! " Second, the exchange method. If you want it, you have to pay first. "Mr. Kim, this is my business card. Can I exchange with you? " These are routine practices. However, salespeople often find that sometimes these methods don't work, and some customers will tell you "I'm sorry I just ran out of business cards" or "I'm sorry I didn't bring them today". What should you do in this situation? As we said before, in formal occasions, you usually have to bring a bag. Besides your mobile phone, wallet and key, you need to bring a pen and notebook. If the other person says you don't have a business card, you can take out your notebook and ask him to leave your phone number. This is why salespeople must bring pens and notebooks. What if I don't take this book? You can directly take out your mobile phone and say, "Mr. Wang, your phone number is 137 ..." Generally, the other party will say, "No 137, yes135 ..." Salespeople must remember: do your best, leave it to fate and work hard in everything! Please write down my office phone number unless the customer declares in advance that he will not leave my personal phone outside! Or you can write down my assistant's phone number. He can contact me if anything happens.
For example, I give lectures in other places. As a lecturer, I can't leave my phone number everywhere. After class, many people asked me for my phone number. I can only say, sorry, as a lecturer, I don't leave my personal phone number outside. If necessary, please leave my assistant's phone number or my office phone number, unless this is the case. As long as the other party doesn't keep his mouth shut, he can steal the customer's phone. Ask if you can change it. If you can't change it, take a notebook record. If you don't have a notebook, take a mobile phone record directly. As a salesperson, as long as it is not deliberately difficult, the other party can generally get the contact information. Customers won't say you are bored, and their first feeling will be "why can't our company's business be as good as yours?" Good salespeople will dig you up everywhere. I'll tell you when I see you. If you can't, come to our company and do it! This only shows that you did a good job!
Details of talking points for attention.
We should pay attention to several points in the conversation.
First, don't interrupt your customers at will. If he likes to talk, let him talk hard. Because the more customers talk, the more salespeople listen, and the more information they collect, the better for business development.
Second, don't refuse customers when you speak. What do you mean, don't refuse customers? No matter what the customer says, don't refuse him directly. "No, no, it should be." You will find that many of us have this habit. Before the customer started to say anything, he began to interrupt the customer "no, no, what should it be!" " "Once rejected the customer, he will be bad for you. Because everyone is afraid of rejection. So the top salesman couldn't hear a word "no" from him.
Customer: "There is something wrong with your product. How does it work? "
Salesperson: "No, it's because of your improper operation".
If you say so, the problems between you will intensify. )
Qualified salesperson: "The situation you mentioned will appear when many customers use it for the first time. This is not a big problem. I'll tell you what caused it. Just go back and change the method. "
Will you find that you turned down the client? Rejected, just turned him down in circles. Customers also sound more acceptable. Therefore, top sales staff should pay attention! Never refuse customers directly, and never make them feel uncomfortable.
Third, you must bring a notebook when talking with customers.
1, showing respect for customers.
2. It is very formal to bring a notebook.
3. It shows that you are a professional.
4. When customers see your notebook, they dare not talk casually.
5. Talk to customers with a notebook, and the recorded information will play a vital role in the later work.
At the same time, when communicating with customers, you should not only bring a notebook, but also a pen. Don't bring a signature pen, let alone a ballpoint pen or even a pencil. Because pens are disposable, and pens are not. If you hold a pen, the other person will think you are stable! But I want to remind everyone that your pen is best for writing. Don't take it out at once. If you don't have pen water, you'd better use carbon pen water.
I met a client, but I didn't bring my notebook or pen, or there was no pen water in the pen, or your pen didn't write smoothly. All belong to inadequate preparation before meeting customers! Will leave a bad impression on customers! There is a piece of paper posted at the door of our company, which is called "Details of Salespeople Going Out". There are eight items in it, one of which is: Do you have a pen? Does your pen have a fountain pen? Does it write fluently? Don't go out until these eight items are ready. Don't run downstairs and find yourself without this and that.
Farewell notes details
There are several points to pay attention to when saying goodbye.
First of all, we must give a positive evaluation or summary of today's conversation. Let customers feel that today's communication is very meaningful! For example, "Miss Wang, I enjoyed talking with you today and learned a lot from you. Thank you very much! " "
Second, when the salesperson stands up, it is best to put the stool he is sitting on back in place. This will leave a very good impression on the other party and prove that you are a person who follows through.
Third, used paper cups or something, it is best to take them away. This will make customers feel at ease when dealing with you.
Fourth, when you leave, you must learn to bless your customers. For example, "I had a great time chatting with you today. Have a nice day!" "This will make customers feel that you are very close to him. Usually, who will bless you and who will care about your feelings? Only their relatives and friends will care about their feelings. Therefore, a heartfelt blessing will make the other person feel that "you treat me as a friend, and you are not just here to talk about business!" "There is one last thing to tell you: 1㎡ Exit and turn around. Don't just say, "I had a good chat with you today and learned a lot." I wish you a happy mood. Goodbye! " Just turn around and leave a shadow for each other. This feeling is very bad. The customer was very excited when he talked to you just now, and suddenly gave him a back. Hui means refusal in body language. It will make the other person feel trapped. The correct way is to take two steps back and then turn around, which will make the other person feel more comfortable! Easier to accept!