Communication skills and words with customers
Communication skills and words with customers. Communication is a bridge that connects our thoughts. Communication is a link that binds you and me. soul. When communicating with customers, it is best to establish a good relationship with them. Let’s take a look at the skills and techniques for communicating with customers. Communication skills with customers 1
1. Hesitant type
Usually this kind of customer will not make up his mind to buy immediately; he often expresses concerns, uneasiness, and fear that he will not think carefully. When something goes wrong, I want someone to act as a consultant.
Coping skills: When receiving this type of customer, the salesperson should not directly sell the products that the customer needs right away. Instead, he should "sneak through the warehouse" and introduce the relevant products or services realistically first, so as to let the customer know the situation of the product or service realistically. Customers make their own comparisons before choosing a product.
2. Like picky type
This type of shopping is always cautious and worried about being deceived, so they will ask some questions and details that are beyond other people's normal thinking to eliminate their inner worries and at the same time Satisfy your own guilty conscience. And adopt a harsh and tough attitude towards shopping guides.
Coping skills: First accept the customer's bad emotions, allow the customer to vent their dissatisfaction, listen carefully to the customer's "pickiness", and make the customer feel that you respect him.
Think from the customer’s perspective, understand the reasons why the customer is picky, and make the customer feel that you are already on the “same channel” with him. Avoid blaming the customer and learn to apologize when appropriate. Finally, propose solutions to solve customer problems and meet customer needs.
3. Arrogant and rude type
This type of customer is often arrogant and seems to be "high-ranking", but this is not necessarily the case. He just enjoys being flattered, praised and complimented.
Coping skills: Forget about yourself for a moment and don’t take yourself too seriously at this time. Do not conflict with customers during communication. You must know that if you win, the communication will be terminated; if you lose, the customer may give you a "surprise"!
Therefore, only by letting him feel that you sincerely praise him can his self-esteem be satisfied, and only then can a transaction be possible.
4. Complaining type
This type of customer will complain, complain endlessly, and be very stubborn when they encounter even the slightest dissatisfaction.
Coping skills: You must not avoid this type of customer, because what the customer enjoys at this time is the pleasure of the "venting process". If you try to prevent a client from expressing his feelings, you will make him angry and worse.
Therefore, smart shopping guides usually choose silence to let the customer know that you are listening to him. As he vents, you should keep nodding, "echoing" the client appropriately from time to time, and maintaining eye contact. Don't feel wronged. It's really not worth it if you have to vent your anger every time.
5. Calculative type
This type of customer always wants to "take advantage", or "take advantage", regardless of whether he is "nearly short of money" or not.
Coping skills: When our sales are promoting products,
We must first highlight the value of the product, clearly inform customers of the benefits that purchasing the product or service will bring to them, and let customers understand the value of the product. Have a deep understanding of the value of products and services and win their recognition of the company's products and services.
Second, we must highlight the advantages of the product and compare it with similar products or related substitutes in terms of price, performance and quality, so that customers can draw conclusions through their own comparative judgments.
Third, we must highlight the rationality of the price and let customers know through various methods that the current product price is very reasonable in the market.
6. Non-rejection type
This kind of customer shows no objection to anything the salesperson proposes, no matter what the salesperson says, Customers nodded "agree", but just didn't buy.
Coping skills: In other words, he just wants to know the product information and wants to end your explanation of the product early, so he nods casually and agrees, hoping that you will stop selling, but in his heart he is afraid that if he relaxes, he will Marketers take advantage of the situation and embarrass it.
If you want to reverse the situation and get this type of customer to say "yes", you should simply ask "Beauty (handsome guy), why don't you buy it today?" Use cut-off questioning to take advantage of the customer's negligence. Under the circumstances, sudden questioning will make the customer lose the room for defense, and most of them will tell the truth, so that the siege can be tailored to local conditions.
7. Self-showing type
This type of customer usually has a little bit of stuff in his stomach and may have a wider range of knowledge, but he always likes to show off, express himself, and demonstrate his confidence. He is relatively vain and often uses his own knowledge to deepen the impression of others.
Coping skills: Salespeople should praise such customers and make them believe that they are experts. Let them make all the decisions and try to satisfy their egos by complimenting him.
You can bring some vanity satisfaction to the product through its fashionable appearance or some special functional selling points.
8. Honest and honest type
This type of customer generally does not "look for trouble" or "play tricks", and most of them appear dull and honest. He is often focused on buying the products he needs and does not care much about "other" things. He usually looks directly at people and does not wander around.
Coping skills: When the customer does not actively ask for your help, never make a "hot and sticky" hard sell, otherwise, the previous "lurking" will be in vain. Let him feel that you are "helping him" instead of bluntly "selling", and pay attention to using "emotional marketing" strategies.
9. Calm and sophisticated type
This type of customer behaves calmly and calmly, and generally does not speak casually. They usually communicate with you in a calm manner and are not impatient or impatient. Swinging around with you.
Coping skills: Because this type of customer is very careful, stable, and will not make mistakes when speaking, they are very rational purchases.
Customers should be polite and conservative during the sales process. Don’t be too excited. They should not have an inferiority complex. Believe in your knowledge of the product. At this time, you must speak with strength and confidence. Let him be "impressed" and feel that you are really good at it and that you are a professional.
10. Casually looking type
This type of customer is often encountered. When he sees a shopping guide asking: "Excuse me, what do you want to buy?", he is like a "frightened bird". Then he immediately responded with: "I was just looking around," and then rejected the shopping guide as "thousands of miles away". When you were far away, he ran away again.
Coping skills: When facing this kind of customer, please try not to disturb him at the beginning, and don’t be too “enthusiastic”, let alone be “preconceived” and make your enthusiasm excessive. The third is to treat this type of customers with the attitude of "listening to thunder in silence and enlightening without thoughts."
11. Good at comparison
Customer performance: This type of customer actually has no purchasing power Any obstacle is just the habitual "comparison". After repeated comparisons, you will make a purchase only when you feel "the purchase is suitable".
Coping skills: For this type of customers, you should give more "comparative" introductions to customers and let them "compare more" themselves. Once customers feel that the products in your store are good in terms of quality, price, style, etc. When certain aspects, such as color and service, are better than those of peers, customers will pay directly.
12. "Wait for next time" type
Customer performance: There is a type of customer who has chatted with you for a long time and "falls in love and lets go" of the things he likes. When you ask He said: "Seeing that you like it so much, do you decide to buy it today?" He said: "I'll come back and buy it next time." This is the so-called "wait for next time" type.
Coping skills: In fact, many shopping guides are unhappy with this kind of customers, but they cannot show it. They still have to maintain a cordial attitude, and then use some "This is selling very well, I will buy it next time." You can't use strategic words such as "Today is the last day of the event" to guide customers to buy. If they really don't want to buy, then add WeChat first.
13. Unreasonable defensive type
This type of customer behaves in that no matter how you sell him or what you sell, he will always say: "I don't have this need." or “I don’t need it right now.”
Coping skills: Usually they seem to be naturally disgusted with salespeople. They have a tough attitude. No matter how hard we try to sell, they just won’t let go. Communication Skills and Words with Customers 2
1. Express goodwill and welcome to the person you communicate with
If the communication is initiated by you, provide all conveniences to the person you are communicating with to make the communication smoother. It was conducted in a friendly and harmonious atmosphere from the beginning. Especially when the person you are communicating with comes from afar, you enthusiastically tell him: "I will arrange everything." Not only does it show your sincerity, but it also saves him from having to worry about food, accommodation, etc. In case of trivial matters, concentrate on communicating with you.
2. Avoid interference during communication
If the communication takes place in your company, then please instruct your colleagues not to cause unnecessary interference during the communication process. Because excessive interference will affect the willingness and enthusiasm for communication.
3. The information must be substantial and complete
Specific items are usually more convincing than verbal descriptions. When customers hear you say "We have a pamphlet in English," (we have English brochure. ) or "Please take this as a sample." (Please take this as a sample.) will definitely increase your interest and ask you many questions about the product. If you collect comprehensive information at ordinary times, you can answer all questions, which is very beneficial in business communication. At this time, it is particularly important to Google to search the customer background.
IV. Be sincere in solving problems
When a customer complains to you, what you should do is try to appease him. The best way is to complain to him Show sincerity of concern and resolution. Your sentence "Please tell me about it" (Please tell me about this matter.
) or "I'm sorry for my error and assure you I will take great care in performing the work" (I'm sorry for my error and assure you that I will do my best to handle the matter.) Make the other party feel that you have a sense of responsibility , will also restore trust in you.
5. Confirm important details at any time
In business negotiations, when the amount, delivery conditions and date are involved, in addition to verbal communication at the time of negotiation, In addition to repeating it for confirmation, after the contract is drawn up, it is also necessary to review it in detail. Once you find any doubts, you should immediately ask the other party "Is this what we decided?" (Is this what we decided?) If the content of the contract is really wrong, you should tell the other party "I'll have to return this contract to you unsigned" ."(I have to return this contract to you without signing it.) in protest. On any contract issue, it is better to be wordy than vague.
6. When you don’t understand what the other person said, be sure to ask him to repeat it
English is not our mother tongue. It is natural to not understand. If you don’t understand, pretend to understand. That's harmful. In fact, it is not difficult to ask someone to repeat or explain it more clearly. You just need to say "Would you mind repeating it?" (Would you mind repeating it?). I believe that the other person will not only say it again, but also slow down the speed. If you still don't understand, then you still have to use this old method: "Could you explain it more precisely?" (Can you explain it more clearly?)
7. The skill of saying "no"
In business communication, when it is time to refuse, you should say "No" decisively, or use "That's difficult" or "Yes, but..." in a roundabout way. Okay, but...) to prevaricate, it will make the other party feel that you did not agree simply enough, instead of refusing politely. If you say "No, but..." it's clear to the other person that you're saying no, but it seems like they can still talk. At this time, because you have used "No" to contain the other party first, you are in a favorable position for communication.
8. Don’t waste the communication partner’s time
Before communication begins, it is best to know the communication partner’s schedule in advance and try to cooperate as much as possible. After you and the client have discussed all the details, you say to him, "I'll have my type secretary the contract for you to sign at once, then I'll drive you to the airport for your flight at 7:00.( I will ask my secretary to type up the contract for you to sign immediately, and then I will drive you to the airport to catch the seven o'clock flight.) I believe he will appreciate your thoughtfulness and will adopt a cooperative attitude. < /p>
9. Preserve the face of the person you are communicating with
If you want the communication to fail completely, the best way is to make the person you are communicating with lose face. However, this is not what you want. The result? Because in this way, communication will not only break down, but also cause resentment from the opponent. Although you have severely hit the opponent, you have become a failed communicator. Therefore, when you raise questions to the other party, be sure to point the finger. The thing itself, not the opponent: "Your views regarding management differ mine," (Your views regarding management differ from mine.) Sometimes, you can even blame the third party who is not present, rather than directly Push it to the opponent: "Someone must have given you wrong information." Such a statement can guide the other party to revise his point of view without offending him and making him walk away. Go. Communication Skills with Customers 3
Eight Tips for Communicating with Customers
1. Don’t be overly enthusiastic.
Being overly enthusiastic is often offensive. When communicating with customers, try not to say too straightforward words such as "What do you want to buy?" Especially when customers first come here, because many people come to you because they haven't made up their minds yet, so when you ask customers, they will think: “Do I have to buy your stuff to talk to you? Can't I just ask around? ” Or they may think: “I still have many questions that I haven’t figured out yet. Why is this seller so impatient?” ”
In fact, in the first communication with the customer, the store owner does not need to mention the purchase. If the customer needs it, of course he will tell you. At that time, timely follow-up is what the store owner needs to do. Just now When you start chatting with customers online, just the right amount of enthusiasm and sincerity is enough. Here are some examples.
For example
Customer: "Hello, are you there?"
Seller: "Good morning, I kept you waiting." (Even if the answer is immediate , also say so.)
Customer: “I saw the XX product in your store is very beautiful.”
Seller “Thank you for the compliment, this product is popular in my store. It's very prosperous. You are very discerning. (Change the "you" at the beginning to "you" to get closer to the customer.)
Customer: "I want to shop more. Go shopping, are all your products in stock? "
Seller: "Of course, if you need, you can contact me at any time. "(At the end of the exchange, the customer referred to "you" as it seemed more formal.)
Customer: "See you later. "
Seller: "See you later. ” (Be sure to add customers as friends.)
2. Don’t hide defects
Every customer believes that there is no perfect product. If the store owner only mentions the advantages of the product from beginning to end, and If you don't mention a word about the shortcomings of the product, your product will not be beautified in the minds of customers, but will arouse more suspicion.
In order to dispel customers' doubts, the store owner can take the initiative to talk about some of the product's shortcomings. Small shortcomings, when talking about these shortcomings, your attitude must be serious to make customers feel that you are sincere enough, but these shortcomings must be acceptable to the other party. For example: "The design and quality of this product are first-class in China, but it is only in China." The appearance is not as good as foreign products. It is precisely because of this that our prices are nearly 1/3 lower than foreign products. ”
After the store owner takes the initiative to tell you about the problems with the product, customers will think you are more trustworthy. This approach often makes those rational or picky customers quickly develop a good impression of you, and subsequent communication will
3. Don’t be too utilitarian
Although the ultimate goal of communicating with customers is to successfully sign orders and win profits, you cannot always think about profits during the communication process. , we must communicate with customers with the mentality of making friends.
In the process of communicating with customers, whether it is through e-mail or online chat, it cannot be just for the purpose of making friends. Customers place orders and approach each other. A serious and utilitarian communication process will only make customers feel stressed and resentful, but will not achieve the purpose of communication. You can talk more about life matters or customer feelings when negotiating with customers. Use interesting topics to make customers like you first, then guide them to like your products, and finally become your loyal customers.
4. Sellers must have a bottom line
Don't think of yourself as a seller, give reasonable suggestions from the customer's perspective, and recommend the most suitable rather than the most expensive products to customers. This way, customers will easily agree with your suggestions and it will be easy to conclude a transaction.
< p> But being considerate doesn’t mean you have to blindly accommodate customers. Sellers must also have their own bottom line. Don’t ignore or be sarcastic to customers who make unreasonable demands, but tactfully explain why you can’t make a deal. It will also make customers think that your products may have quality problems
5. Show sincerity and professionalism
Communication for the purpose of transaction is the original purpose. It is a process of trying to figure out the other party's psychology and getting the other party to accept your proposition. This is true for both buyers and sellers.
Most customers have a natural distrust of sellers as merchants. , in communication, you must let customers feel your professionalism and sincerity. Customers' negative emotions have nothing to do with price. What customers hate most is buying high-quality products and feeling that they have been deceived by merchants.
6. Let customers take the initiative
Whether to buy something or not is the customer’s greatest right. All merchants who want to make decisions for customers are very stupid. In addition to meeting actual needs, shopping online also requires a sense of novelty and satisfaction.
Store owners must create conditions for customers to happily make purchasing decisions, and they must not rely on it. Use sweet words to make customers make such a decision after being told that they are confused. Otherwise, when they calm down later, they will feel that they have been cheated by you and will never visit your micro store again.
7. Find*. **Same topic
From a business perspective, how can you quickly become familiar with a stranger until you establish some kind of trust? Establishing a good relationship requires communication skills. Therefore, you must use all information to quickly find the same topics as your customers. You may discover the customer's interests by studying the customer's online name, the customer's personal information and the customer's past shopping records, etc., and chat about topics that the other party is interested in. This way, it is easy to form a buzz with the customer, and the shopkeeper introduces himself. When purchasing products, customers will be more likely to accept them.
8. Don’t argue with customers
The purpose of opening an online store is just to sell things, just promote your own products. When the two parties have different opinions, they should rationally accept the customer's point of view. Even if they disagree, there is no need to use bad words or argue with them.
Harmony is the most important thing in doing business. Without friendship, one more friend means one more potential customer. If you don't agree and argue with the customer, you will have the upper hand and win the argument, but in the end you will lose the customer.