Honesty is subtle and insufficient, reflecting the true self. "There is no shortage of gold, no one is perfect" is a wise saying, but in reality, marketers often run counter to it. Faced with the fact that customers often create a "superman" image and even cover up their own shortcomings, they accept almost all the questions and suggestions put forward by customers and rarely say "no" or "no". From the appearance, it seems that your perfection will make customers feel trust. But I don't know that people are still realistic after all, and they all have big or small problems. You can't be beautiful in every way. Your declaration of "perfection" is only a declaration that you are "untrue". Never lose your temper with customers, learn to control your emotions and be a salesperson with high emotional intelligence. Customers may be angry, but you must be patient, don't make excuses, just admit your mistakes. "I know your situation very well, and I can also feel your concern for our service. You will tell us because you want us to be good. " Respecting customers is an essential quality of a qualified salesperson. Even if you know the customer's misunderstanding and sometimes listen patiently, the customer's anger will disappear and the dissatisfaction with the customer will be solved unconsciously. Many people are eager to find an excuse to deal with customers before they show dissatisfaction. If you defend them again and again, customers will feel emotionally disgusted. . After a person has done something wrong, the best way to make up for it is to admit it, and the worst way is to cover it up. Everyone makes mistakes and dares to admit them. Instead of blaming others, people will have an honest goodwill and gain trust more easily.
Nat, a famous American psychologist? Steinfinger did an experiment in which four job seekers recorded their self-reports while cooking milk in a small cooking stove. The first job seeker claimed that he had excellent academic performance and excellent social activities. At the end of his report, he specifically mentioned that the milk was well cooked.
The second job seeker's report is almost the same as the first one, but at the end of the report, he said that he accidentally knocked over the cooking stove and the milk went bad. The situation in the third place is different from that in the first two places. He said that he was poor in study and social organization, but he had good milk. The fourth person's self-report is similar to that of the third person, and the milk is also poorly cooked. Steinfinger believes that all job seekers can fall into the above four categories: the first category: perfect, without any shortcomings; The second kind of person: perfect, slightly lacking; The third kind of people: lack, have small strengths; The fourth person: no advantages. On the surface, it seems that the first type of people should have a greater chance of success, but the balance of reality is tilted towards the second type.
Nate. The enlightenment of Steinfinger's experiment is that a marketer who wants to win the trust of customers doesn't need to try his best to hide himself, but should admit the subtle shortcomings appropriately, which makes people feel close and more acceptable.
Expert guidance
In the process of communicating with customers, salespeople may not do well in some aspects, and even cause a lot of losses because of temporary negligence. At this time, the best way to make up for it is to admit your mistake. The courage to admit mistakes will make people feel honest and gain trust more easily. Being good at admitting mistakes is also a key step to make a detour and achieve sales goals.
First of all, we should dare to admit our mistakes. Some salespeople face mistakes, perfunctory, find various objective reasons, and push the mistakes to others; Some people care about their face. I am worried about my prestige and ashamed to admit my mistake, so these are not desirable.
Second, correct mistakes and make decisive corrections. A smart and active person knows how to seize every opportunity for progress. Those honest and loyal salespeople are more popular than the "nihilistic" style schools that admit their mistakes and never change.
Finally, avoid making similar mistakes again. As the saying goes, don't trip over the same place twice. The same bad result may be caused by a mistake once, but it is not ideal twice, three times or even every time. People will have questions: Is it knowingly and carelessly? If you can't prevent the mistake from happening again, then you will never be able to move forward. Goethe said: "The greatest happiness lies in our shortcomings being corrected and our mistakes being remedied." If we dare to admit our mistakes and learn from them, we can meet more intense competition and challenges with a brand-new look.
Elements of effective communication
Being good at admitting mistakes is one of the ways of communication. Sales staff should pay attention to the following communication skills:
Never lose your temper with customers, learn to control your emotions.
After a person has done something wrong, the best way to make up for it is to admit it, and the worst way is to cover it up.
6. The courage to admit mistakes will make people feel good about honesty.
7. Avoid making similar mistakes again.