2. The second measure is to show goodwill and welcome to the communication opponent-iwillarrangeverything.
3. The third measure is to avoid interference in the communication process-interference-free SDuringthemeting!
4, the fourth trick to observe etiquette-Behave yourself!
The fifth measure is to admit your mistake in time-it's my fault.
6. The sixth complaint is not unreasonable-ihaveaccomplainttomake.
7. The information of the seventh trick must be complete-we have Pamplete in English.
8. the eighth measure to ease the tension-how about a break?
9. The ninth trick is to be a thoughtful host-Youcanuseouroffice equipment and equipment.
10,No. 10, ask the other party's opinion-what is your opinion?
1 1 and 1 1 clearly state your thoughts and decisions-Ithinkishulcallaway.
12 and 12 strokes to find out the crux of the problem-what seems to be the problem?
13 and 13 should have the sincerity to solve the problem-pleasetellmeabout.
14,No. 14, make suggestions in time-we will replace it for you immediately.
15 and 15, please confirm the important details at any time-is thiswhatwedecide?
16 and 16, when you don't understand what the other person is saying, be sure to make him repeat it-would you mind repeating it.
17,No. 17, a question for the negotiating opponent to give a positive answer-isitimportantthat?
18, 18 make appropriate concessions Thebestcompromisewecanmakeis ...
Don't make a hasty decision -——Pleaseletmethinkitover.
20. The 20th trick to say "No"-No, but?
1. When you plan to visit customers on business overseas, you must inform them by letter first. Confirm the date and purpose of the visit with the other party by telex or telephone before going abroad. If it is a temporary visit, you should also tell her through the arrangement of the other party's secretary: "I want to make an appointment with Mr. Li." I want to make an appointment with Mr. Li. Let the other party be prepared for your visit, and then you will be in the mood to negotiate with you.
2. If communication is initiated by you, provide all conveniences for your opponent, so that communication can be conducted in a friendly and harmonious atmosphere from the beginning. Especially when your communication partner comes from far away, you enthusiastically tell him: "Iwillarrangeeverything." I'll arrange everything. ) not only shows your sincerity, but also allows him to concentrate on communicating with you without worrying about trivial matters such as accommodation.
If the communication place is in your company, please remind your subordinates not to interfere unnecessarily in the communication process. Because too much interference will affect the willingness and enthusiasm of communication.
4. When communicating, you should still observe the general etiquette and keep good manners, which can increase people's goodwill towards you and improve your communication efficiency. In addition, bad sitting posture and glance left and right when the opponent speaks are enough to make people have a bad impression on you and reduce their interest in negotiating with you.
If you obviously made a mistake and caused great or small harm to others, an apology is "I'm sorry, it's my fault." Sorry, it's my fault. ) usually get forgiveness from the other side. Even if he is really upset, at least he can ease his mood a little. Making unnecessary excuses can only add fuel to the fire and expand the trouble.
6. complaining about something in an angry tone is easy to make people feel disgusted and make the result counterproductive. The waiter served the wrong dish, and the hotel waitress forgot to tidy your room. The goods delivered were not what you specified in your order at all, which was really annoying. But anger can't solve the problem. It is better to calmly and firmly tell each other "Ihaveacomplainttomake" (I have complaints. ) Then tell him what happened.
7. Specific projects are usually more convincing than oral descriptions. When customers hear you say "We have an English brochure", Pleasetakethisasasample. ), I will definitely increase my interest and ask you a lot of questions related to the product.
8. When the meeting is in a dull and tense atmosphere because of its length, it is impossible to achieve satisfactory results through meaningless stalemate. If you can say "Howaboutabreak?" Without interrupting each other. How about taking a break? ) The other party will accept it gladly, and the tense atmosphere will be solved immediately. When you return to the conference table, you can continue to communicate with clear ideas.
9. If communication takes place in your company, you should not only provide a comfortable place for your communication opponent, but also try your best to cooperate with your opponent and provide him with services and equipment conducive to communication. For example, tell him "Youcanuseouroffice device." You can use our office equipment if necessary. )
10. Everyone wants their opinions to be taken seriously. When you communicate with others, you can always add "Whatisyouropinion?" In addition to expressing your thoughts. What's your opinion? I'd like to hear your opinion on this issue. ) not only makes the other person feel valued, but also allows you to reach an agreement gradually because of the exchange of ideas.
1 1. If you can't express your thoughts in detail in communication, it will not only confuse the other party, but also make the other party think that you don't know the actual situation at all and lose interest in communicating with you. Imagine if you couldn't remind the police of "Ihadtheright-of-way" when describing the accident to them. ) or didn't tell him "Ithinkishould Callaway." I think I should call a lawyer. ) you may have suffered a big loss because of this.
12. Any conflict or misunderstanding has potential reasons. Why don't your old customers order from your company this time? Why can't the other party meet your requirements? When this happens, we should actively explore the reasons immediately. Ask another person, "Whatseemstobethetrouble?" A: Is there any difficulty? ) or ask "ishresomethodingthatnedsourcing?" Is there anything we should pay attention to? ) can show that you care about things. Only by knowing the crux of the problem can we communicate.
13. When a customer complains to you, what you should do is to try to appease him. The best way is to show concern and sincerity to solve his complaints. Your sentence "pleasetellmeabout". I'm sorry for my mistake, and I promise you that I will do my best to deal with it. Let the other person feel that you have a sense of responsibility and will restore trust in you.
14. When the loss has been caused, timely remedy can often avoid communication deadlock and even reach a satisfactory agreement. For example, if the goods you deliver to the customer are not marked on the order, you can immediately assure him that "we will send you a substitute." ) or tell him, "If you keep the materials, we can adjust the price for you." If you leave this batch of materials, we can adjust the price for you. Then, customers' worries will be halved immediately, and they will be willing to consider your suggestion.
In the business negotiation of 15, when the amount, delivery terms, date and other contents are involved, you should not only repeat them orally during the negotiation, but also read them carefully after the contract is drawn up. Once you find any doubt, you should immediately ask the other party "Isthiswhatwedecided?" Is this what we agreed to? If the content of the contract is really wrong, you should tell the other party, "I have to return this contract to you and not sign it." ) in protest. Any contract problem would rather be wordy than vague.
16 English is not our mother tongue, so we can't understand it naturally. If you don't understand, pretend to understand, it's harmful. In fact, it is not difficult to ask people to repeat or explain more clearly. All you have to do is say, "Would you mind repeating that?" Would you mind repeating it? ), I believe that the other party will not only say it again, but also slow down. If you still don't understand, you still have to use the old method: "Can you explain it more accurately?" Can you explain it more clearly? )
17 it must take a lot of thought to ask questions, communicate with your opponent and finally guide him to give a positive answer to your main suggestion. Usually when communicating with your opponent, you will only answer "yes" happily. Therefore, before starting a communication occasion, you might as well think carefully about what you want the other party to accept and try to say "Isitimportantthat?" (? Is this important to you? ) or "Isithelpfulif?" (if? Does it help you? ) get his approval, then your suggestion will not be difficult to get passed.
18 The most common example of mutual concessions is bargaining. The buyer wants the seller to reduce the price by 150 yuan, while the seller only wants to reduce the price by 50 yuan. After a period of bargaining, the two sides finally reduced the price by 100 yuan. No matter how aggressive your opponent is, you should make the final concession: "The best compromise?"? What is the best compromise we can make? ) or "ThisisTheLowestPossibility Price ..." (Thisisthelowestpossibleprice. Then stick to it, or you will lose something if you give in too much.
19 The store stresses credit. Once you promise something to someone else, you will have a bad impression if you want to go back on your word. Therefore, before making a decision, you must think carefully. If you are discussing something with a customer that you can't make a decision, you might as well ask him to give you some time. "Please let me think about it." ) or "would you like to have a baby tomorrow?" Can I call you back tomorrow? Remember, hasty decisions often lead to serious consequences!
In business communication, when it's time to refuse, you should say "no" directly and use "that's official" obliquely (that's difficult. ) or "Yes, but ..." (Yes, but? ) to prevaricate will make the other party feel that your promise is not simple enough, rather than politely refusing. If you say "no, but?" It's convenient to know that you refused, but it seems that we can still talk. At this time, you are in a favorable position for communication, because you have used "no" to contain each other first.