The first task of the sales representative is to sell, if there is no sales, there is no hope for the product, and there is no hope for the enterprise. At the same time, the work of the sales representative and expansion, only sales is also no hope, because you sell out of the product or service, and only continue to expand the market, to be able to establish a long-term market position, to win a long-term market share, for the enterprise's sales channels to establish an important intangible assets, for their own win a stable performance.
As a good sales representative, should have those mindsets?
A sincere
Attitude is the basic requirement to determine whether a person can do things successfully, as a sales person, must hold a sincere heart, sincere treatment of customers, treat colleagues, only then, others will respect you, treat you as a friend. Business representative is the image of the enterprise, the embodiment of the quality of the enterprise, is connected to the enterprise and society, and consumers, and distributors of the hub, therefore, the attitude of the business representative directly affects the enterprise's product sales.
Second, self-confidence
Confidence is a kind of power, first of all, to have confidence in themselves, the beginning of each day's work, to encourage themselves, I am the most judgment consternation mold ‖ Yi pro drained field drains mold ⌒判幕崾鼓愀? I'm not sure if I'm the best person for the job, but I'm a good person for the job. What is the best way to get the job done? What are you looking for? What is the reason for this? What is the reason for this? What is the best way to get the most out of your life? What is the penalty? What is the name of the placeholder? Where is the placeholder? What is the name of the placeholder? What is the name of the placeholder? Noisy? What is the name of the place? A placeholder who is a member of the Venture Capital Association of Hong Kong. The first thing you need to do is to get a good deal on a new product.
To be able to see the advantages of the company and their own products, and memorize these, to compete with rivals, we must have their own advantages, we have to use a kind of conviction to face customers and consumers.
As a sales representative, you are not only selling goods, you are also selling yourself, the customer accepts you, will accept your goods.
Joe Girard, the world Guinness Book of Records creator known as the king of automobile sales, had retail marketed more than 1,600 cars in a year, an average of nearly five a day. When he applied for a job as a car salesman, his boss asked him, "Have you ever sold cars? He said, "No, but I've marketed daily necessities, I've marketed electrical appliances, and the fact that I can market them shows that I can market myself, and I can certainly market cars.
Knowing has no power, believing has power. Joe Gillard was successful because he had the confidence that he could do it.
Third, to be a person
"Everywhere attention is learning", to develop the habit of thinking hard, to be good at summarizing the sales experience. Every day to review their own work once to see what those places do well, why? Do not do well, why? Ask yourself a few more why? In order to find the shortcomings of the work, to promote their own continuous improvement of work methods, only to enhance the ability to seize the opportunity.
Opportunities are equal for everyone, as long as you are committed, you will be able to become the industry leader. Taiwan entrepreneur Wang Yongqing just started to operate their own rice store, record customers every time to buy rice time, remember the family has a few people, so that he figured out that people can eat rice for a few days, almost to the end of the meal, it will be sent to the customer. It is this meticulousness of Wang Yongqing, to make their own business development and growth.
As a sales representative, every little change in the customer, to understand, and strive to grasp every detail, to be a person with heart, and constantly improve themselves, to create a more exciting life.
Fourth, toughness
Sales work is actually very hard, which requires business representatives to have a bitter, persistent toughness. "Eat the bitter kind of pain, get the people on the people". Half of the sales work is to run out with the feet, to constantly visit customers, to coordinate customers, and even track consumers to provide services, sales work is never smooth sailing, will encounter many difficulties, but to have the patience to solve the problem, to have the indomitable spirit.
U.S. star Stallone did not become famous before, in order to be able to act in the movie, in Hollywood, each film company one by one to recommend their own, after he touched the wall 1,500 times, there is finally a movie company is willing to use him. From then on, he went to the movie world, relying on their own tenacity, interpretation of the image of many tough guy, become one of the most famous Hollywood movie star.
Are the problems sales reps encounter every day greater than the difficulties Stallone encountered? No.
Five, good psychological quality
Have a good psychological quality, in order to be able to face setbacks, not discouraged. Each customer has a different background, there are different personalities, ways of dealing with the world, their own blows to be able to maintain a calm state of mind, to analyze the customer, and constantly adjust their own mentality, improve their working methods, so that they can go to face all the blame. Only in this way can we overcome the difficulties. At the same time, we can not be complacent because of the success of the moment, we must know that "joy begets sorrow", only so that we can not be proud of the victory, not discouraged by the defeat.
Sixth, the ability to socialize
Each person has strengths, not necessarily require each sales representative is exquisite, can talk, but must be more and others to communicate, cultivate their social skills, as much as possible, more friends, so that there are more opportunities, we must know that the road is good to know that more friends. In addition, friends are also resources, you know, have resources will not succeed, make good use of resources will succeed.
Seven, enthusiasm
Enthusiasm is an infectious emotion, he was able to drive people around to pay attention to certain things, when you are very enthusiastic to go to the customer and customer exchanges, your customers will also be "casting a plum, to report to the peach". When you walk on the road, just met your customers, you reach out your hand, very enthusiastic and the other side of the pleasantries, perhaps, he has not encountered a long time so valued his people, perhaps, your enthusiasm will lead to a new deal.
Eight, the knowledge should be wide
Sales representatives to deal with all sorts of colors, all levels of people, different people are concerned about the topic and content is not the same, only with a wide range of knowledge, in order to have with each other *** with the same topic, in order to talk about the opportunity. Therefore, to dabble in a variety of books, regardless of astronomy and geography, literature and art, news, sports, etc., as long as there is free time, to develop the habit of continuous learning.
Nine, sense of responsibility
Sales representatives of the words and deeds are on behalf of your company, if you do not have a sense of responsibility, your customers will also learn from you, which will not only affect your sales, but also affect the company's image. Undoubtedly, this will form a harm to the market.
There is a family of three living in a new house, the wife saw her husband and son not very hygienic, wrote a slogan in the home: hygiene, everyone is responsible. When the son came home from school, he saw the slogan and took a pen to change the slogan to "hygiene, adults have the responsibility". The next day, the husband saw, also took out a pen, the slogan changed to "hygiene, Mrs. responsibility.
This is a joke, but it illustrates a problem. Responsibility can not be shirked, only to take responsibility, like the story of the family, how to make the home more hygienic? First of all, you have to be hygienic yourself, and you can't shirk your responsibility. As a sales representative, your responsibility is your credibility, your responsibility, determines your performance.
X. Negotiation
In fact, business representatives are always negotiating, the process of negotiation is a persuasive process, is to find the best interests of the two sides of the process of combining. Before the negotiation, to figure out the other side of the situation, the so-called know yourself and know your enemy, understand the other side of the more, the more favorable to their own, the more opportunities to take the initiative.
Sun Tzu said, know your enemy and know yourself, and you will not be in danger in a hundred battles. Negotiating power is not the performance of your ability to talk incessantly, but you are able to seize the key points, first to meet the needs of customers, in order to meet their own needs, on both sides have objections, it depends on how much information you usually mastered the customer, then, the more information you have, the better use of your initiative is likely to be. The purpose of negotiating power is to achieve a win-win situation, to achieve mutual benefit.
A business representative to develop the habit of thinking hard and summarizing, you face different customers every day, you have to use different ways to negotiate, to reach the most satisfactory deal with the customer, which is the purpose of your negotiations.
Former national soccer head coach Milo said: Mindset determines everything! I believe that the door of luck is always open to those who are rewarded by God, there is no humble work in the world, only humble work attitude. As a sales representative, only with a humble mind, positive attitude to face every day's work, success must be waiting for you and me in the near future.
In the process of doing sales, I found a strange problem, for a newly developed market, a business ability is not strong sales representative, but as long as he is well prepared, his performance must be higher than a business ability than his strong, but not prepared for the business representative, why? Although in the sales process, affected by many relevant factors, but the main thing is that you have to understand what you want to do? There are no top-notch salesmen, only top-notch preparers.
Perhaps the work of the sales representative week after week, every day repeating yesterday's work content, but to understand that the customer you face every day is not the same. Haier's Zhang Ruimin once said this sentence: simple things repeated to do, you can make uncomplicated things. To make their every day life ordinary, but not mediocre.
A sales representative from the start of getting up to go to bed, what are the things to do this day? I put three years ago, the training notes are organized as follows, perhaps to just enter the profession of friends have some insight.
1, before going to work to prepare
Every day to get up on time, wake up to get up quickly. Tell yourself, a new day of work is about to begin, to be energized, can be appropriate exercise.
Tidy up your appearance, check whether you have brought all the necessary supplies for sales, such as business cards, pens, notebooks, product information and so on.
On your way to work, greet people you know with enthusiasm and, if possible, read the day's newspaper or recent news.
Try to arrive at work 10-20 minutes early and take the initiative to participate in the company's pre-work cleaning activities.
Simply put, have a positive mindset and be in a happy mood before you go to work!
2, to the company after signing in
To the supervisor or the person in charge of a brief report on their own work plan, clear sales targets and priorities for the day, and the detailed formulation of the visit route, and remedies, the more detailed the plan, the better. Before going out, first and scheduled to visit the object of telephone contact, confirmation, and check whether the sales tools with complete:
1) product catalogs, purchase orders, delivery orders
2) and the customer to discuss the relevant information: such as business cards, customer information, customer records, price lists, telephone books, record books, calculators, product manuals, samples, product photos, product advertising and other promotional materials. Other publicity materials.
3, visit the preparatory matters
1) Understand the name of the object being visited, age, address, telephone, experience, interest, personality, family situation, social relations, the recent business situation.
2) To keep abreast of competitors' sales and general customer comments on them, to understand the latest changes in peers and related products and product information.
3) Make a tight visit plan and visit with the customer's time, try to find out the buyer who has the right to decide, and find ways to approach him.
4) Prepare the topic of conversation, to be mentally prepared for the other side of the inquiry and kill the price to have a countermeasure to do.
4, after seeing the customer
1) Polite, clear and good self-introduction, the attitude should be gentle, not overbearing.
2) To listen carefully to each other's speeches, and express concern, ask each other, the tone should be smooth.
3) To know how to seize the heart of the customer, first of all, you have to do the following:
① Be confident
② Attitude should be sincere, and strive for the other party's good feelings
③ In the conversation, we should smile and have a pleasant expression
④ The language should be concise, not long-winded, and the questioning is clear, and can be directed to the problem
⑤ Attention to the other party's advantages, and give appropriate praise
⑤ The other side of the Advantages of the other party, appropriate praise
⑥ In the process of negotiation, not to argue with the customer
⑦ To induce the customer to answer the affirmative words
⑧ To be able to think of the other party, the analysis of the maximization of the benefits brought to him
4) with the customer negotiation must be step by step
① To see the customer, first of all, greetings, toast to the cigarettes, followed by chatting, giving gifts
① To see the customer, first of all, greetings, toast to the cigarette, then chatting, and so on, and so forth.
② further close to the customer to stimulate interest in the product
③ tell the customer that the product can bring him the benefits
④ proposed deal, prompting the customer to order or immediate delivery
⑤ receipt of payment
⑥ a business done, do not rush to leave, and the customer to continue to talk with the aim of establishing a long-term relationship, and tell him that at any time for him to be able to do the best for him. And tell him that you are always available to serve him.
5, after work, check the daily work, summarize the gains and losses
1) fill in the daily business daily form
2) check whether the business is carried out according to the plan, and whether to complete the task according to the plan
3) write a daily marketing diary, summarize the work method, the complaints made by the customer should be dealt with in a timely manner and make a good memo, and timely report to the higher level. Supervisor.
4) marketing diary content includes:
① description of the work situation
② summary of work gains and losses, comments and suggestions
③ methods of improvement
④ customer comments and suggestions
⑤ how to deal with
⑥ work insights and feelings
6, set out the next day's work plan
1) For things that need to be dealt with urgently or are of special importance, they are included in the matters prioritized for the next day.
2) Determine the focus of the work, develop a preliminary visit route, excluding unimportant things.
3) the need to pre-agreed time for the customer, about the meeting time
4) sales targets and the need for other departments of the company's related work
For sales representatives, according to the plan to complete the day's sales, so that their customers are satisfied, which will be the biggest relief. But for a successful sales representative, the ability to provide customers with a full range of services will be the basis of his success in selling.
Of course, the work of the sales representative is full of changes, to be able to be flexible in time, flexible to face the customer, flexible use of sales skills. At the same time, it is important to prioritize and prioritize, and although this is true, it is important to know that the only constant in this world is change. With a standardized code of conduct to require their own, but not like a rope like tethered to their hands and feet, affecting the play.
Now the market, is an open, homogenized, multi-species market. For many products, it's the same kind, most of the features are similar, but the selling points are different, in the product itself does not have the advantage, what to do? How to complete the sale, and can be sustained?
I think, only through the quality, perfect service system, to provide customers with more benefits, to achieve their satisfaction. But only customer satisfaction is only the completion of the product into the distribution channel of the first step, the ultimate goal of the product is to achieve consumer satisfaction, the completion of the sales chain in the product to the money to change the thrill of the jump, in order to reach the channel dealers and consumer satisfaction, in such a process, only through high-quality service to achieve the purpose.
Before the 1990s, the enterprise's front-line sales staff more than with its three-inch tongue, through the buddy righteousness, treats, pulling the relationship and other means, the establishment of a solid customer relationship, as long as the relationship with the customer to pull the close, there is a certain amount of sales, China at that time, is a kind of shortage of commodities in the era of the market is a kind of demand for the product as long as a steady stream of sent to the customer (dealer) There is no such thing as unsold. After more than a decade of baptism of the market economy, the current market situation and then there has been a world of difference, the great abundance of goods to meet the needs of business and consumer demand, although the choice of space to have a larger, but homogenization and let the customer (distributor), and consumers are at a loss. In this case, just rely on emotional contact is far from enough, the need for a standardized service system, and ultimately achieve a manufacturer, distributor, consumer win-win situation.
As a market-based sales staff, the two groups to be served are: customers (or dealers) and consumers. First talk about how to customers (or dealers) for service?
Pre-sale service - a good start is half of the success of sales
Pre-sale service is in the product has not yet reached the dealer's shelves, in the process of communication and exchange with him, to guide the dealer, so that it has an understanding of your products, and interest in the process. In this process, to grasp some of the customer's performance, these performances can enable you to capture the dealer's psychology, and can accelerate the chances of closing the deal. Interested customers will have the following kinds of performance:
1, listen to you more seriously, very natural and you chat. This shows that he has a good feeling about you, willing to communicate with you, to seize the opportunity to deepen the feelings of both sides.
2, constantly watching the product, and even holding the love. This shows his interest in the product, he looked at the purpose is to find some problems, to see if there is no place of dissatisfaction, this time to dispel his doubts, enhance his confidence.
3, want to know more about the product and the company. He wanted to know more comprehensive background of the products to be distributed in the future, this time to briefly introduce, he asked for a detailed introduction to tell him more.
4, carefully asked the price and distribution policies, rebates, discounts, and even raise some objections, such as the price is too high, the packaging color is too dark, too many similar products. These issues should be patiently explained through different comparisons, such as high prices, but the amount of more than similar products, consumers are more willing to buy affordable products, so that you do not sell more? Sell more, soon earn more!
For all kinds of customer performance, to grasp in time, respond carefully, answer customer questions. At the same time, to be able to understand others in good faith, at the appropriate time, you can provide customers with some good advice, non-similar product quotations, to expand the scope of exchanges with customers, enhance the relationship.
In the process of communication with customers, to be tactical, do not tell him all the advantages of his company, products, etc., so that they have a wiggle room, in order to be able to better induce customers to create conditions.
The customer is a businessman, often out of self-interest protection, in the absence of a complete understanding of the product to bring him the benefits or to meet their own requirements, he may refuse. And as a salesperson, it is to create opportunities to ultimately achieve sales, what to do?
First of all, in the mind to remain calm, to be able to decisively put forward the signal of the deal. There is a simple three-step closing method:
The first step: to introduce the customer to the advantages of a product
The second step: to solicit customers to the advantages of the recognition
The third step: when the customer agrees that the product has the advantages of this, to the customer to close the deal
If not successful, continue to the customer to put forward the advantages of the new, until the deal is reached. Of course, not every customer to accept your product, accept your service. You can end this customer's visit and leave the conversation open for the next visit to be justified.
In-sales service - good customer relationship is the link of business continuity
When our marketing and sales staff has completed the first step of marketing, that is to say, we have solicited the approval of the customer, and have already closed the deal, the following to do what things? For we have established a list of prospective customers, to visit regularly, for the purchase of small quantities of customers, but he has sales potential there, we must increase the number of visits, deepen the impression with the customer, at the same time, to tell the customer, other places sales are very good.
The establishment of good customer relations is the main task of the sales service, you must bring your ideas, to be able to promote the customer's current sales situation, even if it is a little bit of a small proposal, must stand in the customer's point of view, for his sake, the use of their own sales experience, to help your customers.
In order to be able to sell for a long time, to achieve your sales goals, after the product to the customer's shelves, there are more important work to do.
1, "education" of your customers
The reason why it is "education", because many customers are not able to understand the needs of consumers more scientifically, to let customers know what kind of shopping environment consumers like to change their own shortcomings, improve the shopping environment, and to make the customer know what kind of shopping environment they like. The reason for this is that many customers do not understand the needs of consumers in a more scientific way.
1) In general, consumers prefer to shop in a place where goods are readily available
◆ There are the latest products on the market
◆ There are products that are often advertised
◆ There is a full range of daily necessities
2) Consumers prefer to shop in a place where there is a good service and a good atmosphere
◆ First of all, you need to have a very good knowledge of the product
◆ There is a need to have a very good knowledge of the product <
◆ Be able to help and guide consumers to buy
◆ Friendly and cordial service, easy to approach
3) Consumers are more willing to shop in a place where the store is neat and tidy
◆ Goods should be neatly arranged, there should be no dust on the goods
◆ Goods should be arranged in categories, easy to choose
◆ If the light is dark, the light should be turned on frequently <
In fact, in the process of communication and exchange between you and your customers, it is the process of education, you can tell him something that can improve his business, of course, first of all, you have to be sure of your customers, so that he is more likely to accept your point of view and advice, and the most important thing is what you can do for your customers?
2) Manage your customers
First of all, it is important to understand that the purpose of managing your customers is to increase sales, so what is the best way to manage your customers during the visit?
Management requires going through a channel and applying a method.
A channel: through the "customer management card", a detailed understanding of the customer's display situation, the purchase of goods, sales, and competing products at the customer, etc.. According to such a management card, there is a clear understanding of the dynamics of the customer.
One way: to help customers to do the work of merchandise display. The purpose of doing so is not only to be able to enhance the relationship, but more importantly, to put the product in a visible position, increase sales opportunities, so that the customer earns more profit.
By "educating" and "managing" your customers, you give them more advice throughout the process of reaching the consumer, and help them realize the conversion of profits, which is the best in-sale service for them.
After-sales service - the end of each visit or sale is the beginning of the next
When a sales rep completes the sales program, is the sale over? The answer is no. It is hypothesized that it costs ten times more to develop a new customer than it does to consolidate an old one, so the only way to retain a customer and make the sale more solid is through constant service.
1, timely replenishment, to ensure that customers can not be out of stock
In each visit to the customer, the sales representative has to record the sales situation, such as two visits a week, the first visit to the goods how much, how much was sold, how much the remaining, according to the average weekly sales, to remind the customer when the goods should be stocked. If you do not understand the customer's sales situation, resulting in a shortage of goods, so not only the customer loss, the company also lost.
2, timely solution to the problem reflected by the customer
In fact, the customer is the most important link in the chain of product sales, they make the product into money, and get profits. Only the first good customer service, it is possible to better obtain the recognition of consumers. Customers are in contact with the most consumers a group, their opinions and suggestions, many have a certain value, it is undeniable that they will sometimes be for the purpose of their own interests, put forward unreasonable requirements, sales staff should be good at the false and save the truth, and timely report to the supervisor, always grasp the customer dynamics. Of course, the need to solve the problem for the customer, and strive to solve the problem in the shortest possible time, so as not to make the customer produce bad mood, affecting sales.
Such as the use of products in the process, causing inconvenience to consumers, this time, we must understand the truth of the matter in a timely manner, to appease consumers, to avoid the further development of the situation, affecting sales, at the same time, to explain to the customer, to reach an understanding.
3, the company's latest developments and policies in a timely manner to inform the customer
Inform the customer is to better cooperation (belong to the public content), to maintain the flow of information between the company and the customer to enhance communication and improve sales.
Through the comprehensive service to customers, to enhance the competitiveness of the product; through the advice for the customer, to promote its more willing to sell the company's products, to increase sales; through regular visits to the customer, to grasp the market dynamics in a timely manner, for the company's decision-making to provide a reliable basis.
Comprehensive customer service is a systematic project, is a long-term process, so a good sales representative to be psychologically prepared to service throughout the sales process. Because, in the 21st century, there is no service, there is no sales.
Service (2) - no service, there is no sustained sales force of the customer
Sales representatives can be divided into two kinds, one is to the dealer's sales-type sales representatives, they are mainly to sell the product; the other is to the customer's service-type sales representatives, they are mainly to serve the customer. Dealers and customers, both can be called customers. As a sales representative, the purpose of sales is not only to sell goods, but also includes the psychological feeling of customer satisfaction after use, that is, to provide services. Therefore, regardless of the kind of customers, quality service is essential to maximize customer satisfaction is the guarantee of good performance.
As consumers, that is, customers of the company's products, who provide them with services? Any product, in the 21st century, if you want to do long-lasting brand, service has become an integral part of the marketing process, and has become a trend. Haier in the home appliance industry - with the "sincerity forever" service concept, to meet the needs of consumers (service in the home appliance industry is particularly obvious), sales growth year after year, brand awareness continues to increase. In recent years, the pharmaceutical and health care products enterprises can hold up the banner of service companies, have also made brilliant achievements. Tiannian, Zhenao nucleic acid conference marketing, and strengthen the after-sales tracking service, has made the industry's remarkable achievements; the first brand of liver drugs, speed Lit the whole service also makes sales repeatedly on the stage. These companies have achieved excellent results, the consumer as the company's greatest asset, depending on them as the bread and butter, and therefore, the development.
The author had in 2002 for a dairy company in Henan (referred to as T dairy) established a customer service system, and achieved good results. For different industries, the service is slightly different, as a customer, a consumer, what kind of service is needed? As a sales and service staff, what qualities must have?
Customer service is to meet and exceed customer expectations. To meet the customer, the sales representative to have a strong basic skills:
First, understand the product to enhance confidence
First of all, we must understand their own products, know their own strengths, including the characteristics of competitors. T Dairy's advantage is that the milk source is from the local dairy cattle breeding base, the milk is pure, fresh and nutritious. At the same time, fresh milk is only sold on the same day of production, rejecting competitors. The competitor has a slightly higher price point despite its high brand awareness. Customers are concerned about affordable, although we are not high visibility, but we are more affordable.
At the same time, before the sales staff on the job, required to master the product knowledge, enhance confidence.
Second, understand the company's strong backing
Any employee, need a sense of belonging to their own business, must be a detailed understanding, such as the company's history, the company's honor, the company's scale, the company's advantages. At the same time, to believe in the company, to believe that the company is the best, no matter what difficulties encountered in the work process, you have to believe that the company is your strong backing.
Third, sincere customer satisfaction service
The 21st century is not only the century of service, but also the century of integrity. There is an old Chinese saying "all for one and one for all", which is about honesty. In the process of service, to a large extent, is a state of information asymmetry, as a consumer, he can not use all the products he knows, and as a sales representative of the enterprise, must know their own products, only then, to meet the needs of customers. In the quality of service, equal treatment, all customers are your service object, can not favor one over the other. Customers have different temperament, there is a good attitude, there are bad, but no matter what kind of customers, as always, to provide them with quality service.
Fourth, the learning mentality
21st century, not to win in the education, but to win in the learning power, to continue to learn, enrich themselves, improve themselves. In the process of service, to be able to accept the customer's suggestions, and constantly improve the service content, improve their professional skills, at the same time, to be good to peers, colleagues to learn, improve service skills, as a way to meet the ever-changing?