Sales communication skills, there are many profitable jobs, such as sales, and there are many kinds of sales, including physical store sales, telephone sales, and online sales. Doing a good job in sales makes much more money than doing other jobs, but not everyone can do it well, and sales also need skills. The following are sales communication skills.
Sales communication skills 1 First of all, the tone of questions should be mild and affirmative.
Generally speaking, the tone of the salesperson's question is different, the customer's reaction is different, and the answer is different.
Usually when you are in contact with people, you will find that talking with people in a positive tone will give others a credible and amiable feeling. On the contrary, talking with people in a negative tone will leave others with the impression of alienation and doubt. Therefore, in the process of sales, sales staff should talk to customers in a positive tone, so as to make customers more interested in the products you sell.
Second, when asking questions, don't shoot at random.
Salespeople must remember that questions to customers must be to the point, not to the goal. In other words, everything you say and do in the process of communicating with customers must be carried out closely around specific goals, and questions to customers should also be carried out purposefully, and you must never be aimlessly divorced from the most fundamental sales goals.
When selling products to customers, you must ask questions with a purpose, otherwise it is meaningless to ask questions blindly.
Third, don't give an "ultimatum" to customers.
In the process of sales, some salespeople often ask customers such questions in the interview, such as "Do you want to buy it or not?" "You haven't made a purchase decision yet?" "Can we reach an agreement today?" "Do you accept my promotion proposal?" "Will you buy this product?" These "ultimatum"-like "questions" often disgust customers.
From another perspective, this kind of questioning also violates a law of sales psychology, which is to avoid asking questions that are easily opposed.
Therefore, in order to get rid of the pressure of sales staff, customers will mercilessly refuse the advice of sales staff. Therefore, salespeople should never ask "ultimatum" imperative questions when inducing customers to buy products.
Fourth, be polite and cautious when asking questions.
Asking questions carefully is half wisdom. Although effective questioning has many benefits for maintaining good communication with customers, if you don't pay attention to the methods in the process of questioning, you will not only fail to achieve the expected purpose, but also cause customers' resentment, which will lead to the deterioration or even breakdown of the relationship with customers. Therefore, in the process of communicating with customers, salespeople must be polite when asking questions to customers, and don't leave customers with the impression that they are not respected and cared about; At the same time, you must think carefully before asking questions, and don't talk aimlessly. Generally speaking, every customer doesn't like to be interrupted when he is talking, and he doesn't like to listen to the salesperson talking about his product with some intention.
When salespeople ask them friendly and pertinent questions in a polite way and in an attitude of soliciting customers' opinions, customers will gradually relax their vigilance and resistance to salespeople. Of course, if the salesperson doesn't ask questions carefully, the question will look stupid because it has not been considered by the brain at all, and the customer will be more angry and even drive the salesperson out of the door without hesitation. In short, in the development stage of sales, when using questions to convince customers, tempering the art of questioning is conducive to grasping customer needs, maintaining good customer relations, helping salespeople control the conversation process and reducing misunderstandings between salespeople and customers. Therefore, tempering the art of questioning plays a very important role in successfully persuading customers by salespeople.
Sales presentation communication skills 2 1, eyes
Visual contact is the most expressive nonverbal communication between people. Idiom images such as "flirting" and "flirting" illustrate the important role of eyes in people's emotional communication.
In sales activities, listeners should look at each other and show concern; The speaker should stop looking at each other, unless they are close enough to directly "convey their feelings with their eyes". The speaker didn't look into each other's eyes until he said the last sentence. This is a way of asking, "Do you think I'm right?" Or suggest that the other person "now it's your turn to talk."
In the process of communication and sales, people's gaze changes with their status and self-confidence. In an experiment, a salesman asked two female college students who didn't know each other to discuss the problem together. He told one of them in advance that her conversation partner was a graduate student, but at the same time he told the other that her conversation partner was a middle school student who failed in the college entrance examination many times. It has been observed that female students who think they have high status always stare at each other confidently in the process of listening and speaking, while female students who think they have low status rarely stare at each other when speaking. It can be observed in daily life that active people often look at each other more often, while passive people look at each other less often.
2. clothes
At the negotiating table, people's clothes are also spreading information and communicating with each other. Italian movie star sophia loren said, "Your clothes often indicate your type and represent your personality. A person who meets you will often consciously judge you according to your clothes. "
Clothing itself can't speak, but people often express their thoughts and suggestions by wearing certain clothes on specific occasions. In sales communication, people always choose clothes that are suitable for the environment, occasions and opponents. At the negotiating table, it can be said that clothing is an extension of the seller's "self-image". The same person, wearing different clothes, gives people a completely different impression and has different influences on the people they associate with.
An American marketing expert did an experiment. He himself appeared in the same place in different clothes. When he appeared as a gentleman in a suit and tie, no matter who asked him the way and the time, most of them were polite and looked like gentlemen. When he dressed up as an unemployed person, most people who approached him were vagrants or people who came to borrow a light to light a cigarette.
3. Body posture
Leonardo da Vinci once said that the spirit should be expressed through posture and body movements. Similarly, in sales and interpersonal communication, people's every move can reflect a specific attitude and express a specific meaning.
The salesman's posture will reveal his attitude. If the muscles in all parts of the body are tense, it may be because of inner tension and formality, which often happens in communication with people higher than themselves. Sales experts believe that physical relaxation is an act of information dissemination. It is extremely relaxing to lean back more than 15 degrees. People's thoughts and feelings will be reflected from the body posture, slightly inclined to each other, expressing enthusiasm and interest; Stand up slightly to show politeness; The body leans back and looks as if nothing has happened, dismissing it; Tilt your head to show disgust and contempt; Turn your back on others and show disdain; Leaving after kissing is a sign of refusing to associate.
Our country's tradition attaches great importance to gestures in communication as a sign of whether a person is educated or not, so we know that a gentleman should "stand like a bell and walk like the wind."
In Japan, department stores have specific standards for employees to bow: bow 30 degrees when welcoming customers, bow 45 degrees when accompanying customers to buy goods, and bow 45 degrees when leaving customers.
If you want to give each other a good first impression in the sales process, you should first pay attention to the gesture of meeting each other. If you meet people with your head down and listless, they will guess that you may not be welcome. If you don't look into each other's eyes and look around, they may wonder if you are sincere in selling.
4. Tone
Once, the famous Italian tragic movie star Rossi was invited to attend a banquet to welcome foreign guests. During the dinner, many guests asked him to perform a tragedy, so he read a "line" in Italian. Although the guests could not understand his "lines", his emotional tone and expression made everyone shed tears of sympathy. But an Italian couldn't help laughing and ran out of the meeting. It turned out that the tragic star didn't read any lines at all, but looked at the menu at the party.
Proper and natural use of tone is the condition for smooth communication and successful sales. Under normal circumstances, a soft tone indicates frankness and friendliness, naturally trembles when excited, and is slightly low when expressing sympathy. No matter what you say, you will be cynical when you are angry; Humming with nasal sounds often shows arrogance, indifference, anger and contempt, which is insincere and will cause people's unhappiness.
5. gifts
The real value of gifts cannot be measured by economic value, but its value lies in communicating the friendly feelings between children. The primary purpose of the primitive tribal gift exchange custom is morality, which is to create a friendly and true feeling between the two sides. At the same time, people keep in touch with other tribes by exchanging gifts. You will feel very happy when I send you a bunch of flowers on your birthday. What makes you intoxicated is not so much the fragrance of flowers as the blessings and warmth of friendship they bring you, and the flowers I bought myself will not give people such a pleasant feeling.
In the process of sales, giving gifts is inevitable. Giving small gifts to each other can enhance friendship and help consolidate our trade relations. How much is such a good thing In most cases, it is not necessarily an expensive gift that will make the recipient happy. On the contrary, it may be because it is too expensive, but it makes the recipient feel guilty. It is better to send some emotional gifts, which will make the sales target accept it gladly.
6. Time
On some important occasions, important people are often late, waiting for everyone to meet them, which shows their dignity. It is not a fair communication to improve one's status by being late, which often causes the other party's dissatisfaction and affects their cooperation and communication.
Be sure to be on time when you go to the meeting. If the other party asks you to meet at 7 o'clock, you will arrive on time or a little early, which shows the sincerity of communication. If you arrive at 8 o'clock, although you apologize verbally, it will definitely make the other party unhappy. The other party will think that you don't respect him, which has virtually set obstacles for sales.
People with different cultural backgrounds and social status have different concepts of time. For example, Germans are punctual and punctual; If you are invited to France for a date, don't arrive early, or you will find that you are the only one present at this time. An American diplomat in an African country went to the foreign ministry of that country on time. 10 minutes later, nothing happened. He asked his secretary to inform him again. After another half hour, no one paid attention to him. The diplomat thought it was a deliberate snub and insult, and left in a rage. Later, he realized that the problem was that China people's concept of time was different from that of Americans, and he didn't ignore the meaning of American diplomats. Telemarketing skills
Step 7 smile
Smile comes from happiness, and the happiness it brings also creates happiness. In the sales process, both parties get the message "I am your friend" from their heartfelt smiles. Although a smile is silent, it expresses many meanings as follows: happiness, joy, agreement and respect. As a successful salesman, please always write a smile on your face.