Communication with customers eight skills PPT
Communication with customers eight skills PPT, we must all know and customer communication is a very powerful art, communication to have the art of talking to have skills, a lot of people will not communicate, resulting in the failure of the cooperation, the following share of communication with customers eight skills PPT.
Communication with customers eight skills PPT1
One does not say exaggerated words
Any product there is a good side, as well as the lack of a side of the product, there is a good side of the product, there is a good side of the product, there is a bad side. First, do not say exaggerated words
Any product, there is a good side, as well as the lack of side, as a salesman should stand in an objective point of view, clearly analyze the advantages and disadvantages of the product with the customer, to help customers "comparison shopping", but only to know what is known, Familiarize yourself with the market situation, in order to allow customers to accept your products convincingly. Any deception and exaggerated lies is the natural enemy of sales, not only will the customer, but also the store and even the brand reputation caused by irreversible effects.
Second, ask questions
The salesman should be a natural way to stimulate the customer's desire to buy. This way is to ask questions, by asking questions we can get the following conclusions: find out what the customer's mind is really thinking? Find out what really motivates the customer? Find out what the customer believes? By asking questions, you take control and direct their attention to get them where you want them to be. However, remember that when you ask a customer a question, you must always get a "yes", "right", etc. from the customer. This will make the customer feel comfortable.
Third, praise your customers from time to time
Carnegie said that "one of the weaknesses of human nature is that it likes to be praised", everyone will feel that their own place to brag about, the salesman if you can catch the customer's psychology is well utilized, you can successfully approach the customer with praise. The approach to the customer, with the praise of the way to start sales will be very easy to get customers to their own favor, sales success hope also greatly increased.
Of course, praise each other is not a beautiful words to send, casually boast on two sentences can work, if the method is inappropriate, but will play the opposite role, therefore, the salesman in the use of praise methods must look at the right object, understanding of the situation, choose the right time, just the right time to praise. At the same time, your praise to have a sincere intention, so that customers feel that your praise is from the heart. Praise is one of the more important sales skills, seriously learn, practice, use this skill, you can make your order more and more.
Fourth, do not say negative words
Positive and negative words or affirmative and negative, is another important aspect of speech must pay attention to. Never say no to a client. Everyone hates to be rejected, not really because the purpose is not achieved and lost, but do not like the feeling of rejection. In sales, giving your customers more affirmative answers will make them feel that you are sincere. Even if the customer sometimes put forward the requirements are really very harsh, there is no way to unconditional to realize, then you can first affirmative, and then attached to the conditions will be good, so that the customer is more likely to accept. For example, you can say "Yes, but the cost of doing so is ......" .
Fifth, less jargon
The customer as a colleague in training them, full of professional to appear to be very professional. But in fact, the customer is wrapped around the cloud, simply do not want to listen. A lot of specialized vocabulary can not understand, that also talk about how to buy the product? If you can use these terms, with simple words to convert, so that people listen to understand, to effectively achieve the purpose of communication, product sales will be achieved without obstacles.
In addition, the words of the positive and negative or affirmative and negative, is another important aspect of the speech must pay attention to. Customers are not at all concerned about how many agents you have, how many stores, how many patents, how many certificates ...... customers are only concerned about what benefits you can bring to him, what needs your products can meet him, what problems to solve! Marketing is not to give what you have, but what the customer really wants! Marketing must be pitched to the customer!
Six, for the sake of the customer, stand in the position of the other side to speak
Throughout the present, how many salesmen are busy all day down, but always a little bit of achievement is not, why? Because they are full of thought, just their own needs, and do not imagine that the customer and anger need to buy anything, if there is really this need, they will also go to the street to buy. On the contrary, if the salesman can make understand their service, is helping people to solve the problem, in this case, of course, people will pay money to buy his things. Everyone needs to fulfill their own needs of understanding others in order to be appreciated by others, and to be able to get the goodwill and welcome of others.
Seven, to avoid disputes with customers
Sales people have heard a mantra: "the customer is always right". Because when there is an argument, it will make the customer have an unpleasant feeling, then he will never want to buy the product you introduced. The purpose of the salesman is to sell goods rather than show off their knowledge or talent, so the salesman must be modest and courteous, always to the customer's consultant self-effacing, if you want to successfully achieve the purpose of selling goods, you must first establish good interpersonal relations with customers, do not be unreasonable, and encountered the customer said that the wrong words do not immediately give a rebuttal, you have to know that you are selling a product, and you are facing the people who may be able to receive You have to know that you are selling a product, and the people you are dealing with are the people who may accept your product.
So, he is your God, think about it, you offended God, what good will it do? So whatever the occasion, make sure that the customer is treated with respect everywhere throughout the process, and you should not ruin his image with criticism. If you have to make a different point or correct someone, you put it as properly as you can, and be single-minded to do the right thing.
Eight, listen to less
God created mankind, why give mankind a mouth, two ears. In order to let us in the sales time, more listening and less talking. Salesmen should hold the "say three words, listen to seven words" principle. Salesmen should realize that when talking, pay attention to how to listen to customers, listen to understand the customer's words, in order to say what customers love to hear, in order to speak.
The purpose of speaking is to understand each other's mind, let the other side say, you will be able to capture each other's mind, your words are just a guide, as long as the other side of the inner needs of the lead, you can be targeted to persuade each other. Correctly recognize the importance of sales skills in sales and do not hesitate to persevere to strengthen the practice, is every one of the people who aspire to make a difference in the sales world must be done seriously, it can enable you to become an outstanding salesman.
One, pay attention to the communication Communication expression
In all of the non-verbal communication, expression is the most important, the most frequent use of the strongest expression. Imagine, if you communicate with customers every day, a face of hard and rigid expression, will let customers feel the sincerity of service? On the contrary, a smile, lively expression, will increase the customer's affection for us. Therefore, in communication with customers, we must pay attention to their own expression, not to bring their own bad mood to the service, to use a relaxed and pleasant expression, and the distance between the guests.
Second, pay attention to the eyes when communicating
As the saying goes, the eyes are the windows of the soul, a person's eyes can best reflect a person's heart. Therefore, in communication with customers, not only to learn from the eyes of customers to understand their hearts, but also to learn to use their eyes to express their feelings. On the one hand, when communicating with customers, we should pay attention to look at each other's eyes, and use our eyes to communicate with customers and show our respect for them. In addition, the eyes should be used appropriately, not to stare at each other, but also can not make people feel uncomfortable, or make people feel that you have ulterior motives.
Third, pay attention to Communication gestures
Gestures are also a very important body language, the use of gestures can play to strengthen the tone of voice, to assist in the expression of the role. If you can communicate with customers, the use of gestures skillfully in place, will help to improve the efficiency and level of communication. On the contrary, if it is not used well, it will bring resistance to communication. Therefore, when communicating with customers must pay attention to their own gestures, not to use some rude gestures to communicate with customers. For example, you can't use your index finger to point to the other side of the speech; when communicating with customers, don't fidget and touch your hands, and don't point and gesture.
Fourth, the appropriate use of Silence
Sometimes to maintain a certain degree of silence is the customer's respect and understanding, is a good way to communicate. For example, when customers talk about their suggestions, opinions and voices, if we can learn to be silent and use the right language of silence to listen to customers, it will increase the customer's trust in us. Of course, silence in different situations have different meanings and different roles, it is necessary to learn to grasp the situation, to do when the silence on the silence, should not be silent when the silence must not be silent, otherwise, the customer will think that the silence is expressed on their protest.
Fifth, and customers to maintain a proper distance
close to customers from the front or side of the customer approach customers, not from the back of the customer, but also to maintain the right distance, should not be too close, should not be too far away, the correct distance is about two arms, which is what we usually call. This is what we usually call. Social distance.
Sixth, and customers do not only focus on their own words
is the process of communicating ideas with the customer, this communication is two-way. We speak at the same time to pay more attention to the customer's expression and reaction, to give customers the opportunity to speak and ask questions, do not introduce a brain, you must know, close to the customer is not to show your eloquence, but with the customer "talk", let the customer to speak, to understand what he really thinks, in order to make his favorite things.
Seven, talk with customers do not order
smile and show a little bit of attitude to be a little bit of kindness, speak a little bit of a whisper, a little bit of a soft tone, to take the tone of inquiry, consultation or advice and customer communication, not to use the tone of command with the customer. Never use the tone of command to talk to people. Always know that the customer is your "superior", how can you give orders to the superior?
Eight, In communication with customers Don't argue
To remember to, we are communicating with the customer, not to participate in debates, and the customer argues to solve any problem, only to invite resentment. It will only lead to resentment.
Good first impression
Good impression not only includes decent dress, generous demeanor and calm attitude is more important. The inner quality of the salesman tunnel is actually equivalent to the texture and grade of the goods. Every move of the shopkeeper will form an impression in the customer's mind, and this impression will ultimately affect the customer's view of the store and the product.
Focus on the needs of the customer
Only by caring can you generate relationships, and no matter what industry you're in, doing a good job with relationships will give you a huge boost. Joe Gillard, known to all as a legendary figure who could sell any product to anyone at any time and place, lost business because he didn't pay serious attention to the needs of his customers.
Make the Customer Feel Enthusiastic Enough
Enthusiasm is the key to effective communication, and when you're apathetic it's the beginning of failure. How much a salesperson loves the product will influence the customer's decision. The top salespeople succeed because of their infectious enthusiasm for their stores and products at all times and in all situations.
Respect for the customer
Respect is the passport to effective communication with the customer. Because the deepest longing of the human heart is the feeling of becoming)(mao as an important person. When you give customers the feeling of being respected, and competitors do not give him this feeling, customers will be in the heart to make comparisons, then it will be tilted in your direction.
A positive mindset
Some salesmen start to worry before communicating with the customer: What if the customer refuses? What if the sale doesn't go through? The more worried you are, the more likely you are to have problems communicating, because you will inevitably pass this negativity on to the customer, and of course you won't be able to achieve the `purpose' of effective communication.
Full mastery of product information
Familiarize yourself with the basic characteristics of the store's products, which is actually a basic quality of the sales staff. Only with a full understanding of the characteristics of the product, in order to fully and effectively explain, answer the various product questions raised by customers.
Clearly express their views
Salespeople Due to nervousness and other reasons, but also may be in a hurry to express their sales intentions and ignore their own way of expression, and even language expression errors, the results of the communication with the customer will be strenuous. Therefore, salespeople should use the clearest, most concise language possible to give customers the information they need to know.
Do not go straight to the point
Salespeople do not meet in a hurry to the customer sales offense, consumers at this time just want to know more about the basic information, and do not want to make a decision quickly. At this point, if the sales staff show too much haste, but will cause consumer resentment, which will not be conducive to further communication between each other.
Patiently listen to the needs of the customer
Listening is also an effective means of communication, in order to impress the customer in the shortest possible time, do not just focus on their own rhetoric, say some boring topics to make the customer feel bored. Be sure to listen carefully to the customer's views on the product and requirements, only then to develop targeted communication. Of course, in the listening process, not to show indifference, indifference to the attitude, but to give appropriate response or expressed approval.
Pay attention to the color of speech
During the conversation, if you find that the customer is not interested in some of the introduction, stop immediately. When the customer pointed out that the product does have shortcomings, do not hide, do not ignore, but should make a positive response. For example, when the customer puts forward the product's function is not as complete as the brand, you may want to recognize the customer's opinion first, and then point out the other advantages of the product.
Don't negate the customer's point of view
Customers may have different views and opinions from ours, and if we tell them relentlessly that their views and opinions are in error, it is likely to lead to a perception that we are intentionally contradicting them, and will lead to a broken conversation. The more tolerant we are of other people's views, the more we show that we respect them. For example, responding "You have a valid point of view".
Don't grab the words and don't interrupt
In the conversation, when the other side said with their different views or opinions, there is the urge to show their own point of view, at this time, if you interrupt, you will give people the feeling of disrespect. What's more, you can't rush to speak with the other person. You feel that his words are not worth listening to, you can silently note down what you want to say or key words, in the appropriate time to politely express their views.
Do not puncture the customer's lies
Many people are proud of their ability to puncture other people's lies, that they have the ability, in fact, this is just a little smart, never great wisdom. In the face of some of the customer's lies, regardless of goodwill, or malicious, we do not go to poke it, they know in their hearts on the line; otherwise, it is to hurt their self-esteem, the results can be imagined.
Don't say what you shouldn't say
If you say what you shouldn't say, it often costs a lot to make up for it, and it may even result in irreparable lifelong regrets. So communication can not be credible, mouth without words; but not at all speak, sometimes will become worse. Therefore, in communication, we should try to be thoughtful before speaking.