Business is profitable. The word "profit" includes two levels of meaning: "public **** interests" and "private interests"; we can also simply understand it as "benefits ". Next, we will talk about the communication skills of visiting strange customers, I hope to help you.
Eight tips for visiting unfamiliar customers!
The first step: the image of a successful visit
"As long as you are willing to work, you can sell" concept is outdated! Instead, it is "well planned, save time and effort!" The only participant in a visit is the customer, and the only way to get ahead is to look critically at your efforts and then decide what to do.
Visiting customers, especially the first time to visit customers, there is inevitably a little wary of each other, it is not easy to relax, so marketers should pay special attention to the first impression we leave to others, the image of a successful visit can help you on the road to success.
External image: clothing, grooming, mannerisms and even expression of action to strive for natural, you can maintain a good image.
Control emotions: bad mood is the enemy of success, we must learn to remote control their emotions.
Fellowship: remove psychological barriers to customers, the establishment of a relationship with the establishment of a bridge to communicate with customers.
Sincere attitude: "Knowing is knowing, not knowing is not knowing" This is the old saying tells us the basic truth of being human.
Self-confidence: confidence from the psychological, only to do "believe the company, believe the product, believe themselves" can establish a strong self-confidence.
Contact is an important step to facilitate transactions, for the conference marketing, home visits contact is to lay the cornerstone of success. Marketers need to lay a good foundation for success before they visit customers.
1 Program Preparation
1) Program Purpose: Because our sales model is a continuum, the purpose of the home visit is to sell yourself and your company's culture, not your product.
2) Program tasks: the first task of the marketer is to transform his position as a "stranger" into a "friend position" for a short time. Mind to be clear and customer telephone communication situation, make a preliminary analysis of the customer's personality, choose a good communication point of entry, the number of products planned for marketing, the best call, send letters, communication one-stop service.
3) plan route: according to the excellent plan route to visit, make a visit plan! Today's customers are the continuation of yesterday's customer visits, and is the starting point for tomorrow's customer visits. Sales staff to do a good job of route rules, unified arrangements for work, rational use of time, improve the efficiency of the visit.
4) plan opening: how to get in the door is the biggest problem we encountered, a good start is half of the success, while 75% of the first opportunity can be mastered.
1 external preparation
Instrumentation preparation: "people can not look like" is used to caution people, and "90% of the first impression of good or bad depends on the instrument", door-to-door visits to be successful, we must choose the appropriate clothing with the personality to reflect the professional image. Reflect the professional image. Through a good personal image to show customers the brand image and corporate image. The best achievement is to wear company uniform clothing, so that customers feel that the company is very formal, good corporate culture.
1 Ten-minute rule of home visits
The beginning of ten minutes: we have never met with the customer is no communication between, but "meet three love"! Therefore, the beginning of the ten minutes is very critical. This ten minutes is mainly to eliminate the sense of strangeness and a kind of communication.
Focus on ten minutes: familiarize yourself with the needs of the customer after the natural transition to the focus of the conversation, in order to avoid customer alertness do not add more than ten minutes. This ten-minute mainly emotional communication to understand whether the customer is our target customers.
Leaving ten minutes: In order to avoid repeated customer home visits lead to failure, we had better focus on the conversation after ten minutes to leave the customer's home. Leave the customer in suspense and make them interested in the activity.
Step 2: Determine to enter the door
A good writer does not choose a pen, a good cook does not choose rice. Marketers who will blame bad tools or bad merchandise usually only have three feet to go and won't accomplish much.
Knocking on the door: ring the doorbell or knock on the door before entering, and then stand in front of the door and wait. The knocking should be three times, and the sound should be rhythmic, but not too heavy.
The words: "Is Uncle XX at home?" "I am XX company's small X!" Active, enthusiastic, cordial words are the golden key to open the door of the customer's home.
Attitude: before entering the door must let show their attitude? Honest and generous! At the same time to avoid arrogance, panic, humility, indifference, casual and other bad attitudes.
Note: rigorous life style can represent the company and the overall standard of the individual, do not let the change of shoes, umbrellas and other small details affect the big things.
The third step: praise observation
The home visit process will encounter a variety of customer groups, each customer's perception of the view and the degree of education is different, but there is one thing to emphasize? "There are no customers who do not accept products and services, only customers who do not accept the marketing staff to promote products and services, customers are in demand, just choose which brand of product or service difference!
Praise: everyone likes to listen to good words to be flattered, which is called the "labeling effect". Good use of praise is the best achievement of the sales weapon.
The words: "your home is really clean" "you look good today" room clean? The room layout? The color of the room? The temperament? The first thing you need to do is to get a good look at what you're wearing.
Level: praise is divided into direct praise (auntie you look really young), indirect praise (auntie, that photo on the wall is your son, right, looks really handsome, must be an intellectual, I believe that auntie must be a good mother with good education). Deep praise (Auntie, you look so kind, like my mother as kind and gentle) three levels, the main idea of praise is sincere, the enemy of praise is false.
1 observation example:
(1) If the customer's home is beautifully decorated, the house is very large, the home is very clean, there is a nanny, etc., it can be determined that the customer is a rich person, the marketer can be fully communicated with.
(2) If the customer's home is decorated with ordinary, small houses, the ground is not clean, a few children live with them, it can be fully explained that the customer is not a rich person, the marketer can be appropriate around the focus of communication.
(3) If the customer's house decoration is a kind of ancient cultural decorations, it can show that the customer is a very educated people, high quality, rich in cultural heritage, the marketer can communicate with its full.
Observation: you stand in front of a family will have a sense of their own home, this feeling is known as the "family flavor", this flavor is not with the mouth to taste, but with the eyes to observe! Through our observation, we can understand the customer's identity, status, hobbies, etc., so as to ensure that the target customers.
Observation of the six elements: the degree of cleanliness in front of the door, the discharge of shoes at the door, furniture placed in a decorative situation, family members and the atmosphere of the degree of clarity, pets, flowers, birds, paintings and other hobbies, the status of the house in the sundry items placed in the situation.
1 Note:
Praise is a very good way to communicate, but do not exaggerate the praise, exaggerated praise can only leave a bad impression.
Step 4: Effective questioning
Marketers rely on the mouth to make money, all good salespeople have a set of eloquent, but "the customer does not open the door, the gods are difficult to get down". Our goal is to allow customers to take the initiative to speak and we communicate effectively, so effective questioning is particularly important!
1 The purpose of the question, that is, through our communication to understand our customers are not the target customers we are looking for. (The marketer's question must be centered on the "four more and one less" to carry out)
1 question attention:
? Indeed grasp the purpose of the conversation, familiar with the content of their own conversations, bargaining confidence.
? Prediction and the other side to leave a good first impression, that is, efforts to prepare to meet the first 15?45 seconds of the opening question.
? Eight tips for finding topics of conversation.
1 Eight tips for finding topics:
? Instrumentation, clothing: "Auntie this dress material is really good, where did you buy?" The customer replied: "bought in the National Trade Center." Marketers have to immediately react, customers in this place to buy clothes, must be rich people.
? Rustic, hometown: "Listen to your accent is Hubei people! Me too?" Marketers constantly approach relationships with this kind of questioning.
? Climate, season: "It's surprisingly hot these days, last year?" .
? Family, children: "I heard your daughter is?" Marketer to understand the customer family good or not.
? Diet, habits: "I found a good taste of the restaurant, next time we try together."
? Residence, furnishings, neighbors: "I think this place is especially tastefully decorated, are you a professional in this field?" Understand the nature of the customer's previous work and be able to determine if it is a target customer.
? Interests, hobbies: "You sing so well, really want to learn with you." Marketers can use this questioning technique to promote the company's corporate culture and deepen the customer's trust in the company.
Our company is recently running a senior university, which has a singing course, I do not know whether the aunt is interested in participating in it?
1 home visits to ask questions to win the trick:
? The first thing you can do is to let yourself like the other person and then ask questions to show the other person that you are close to them and respect them.
? As much as possible to the other side of the position to ask questions, pay attention to the other side of the eyes during the conversation.
? Specific questions can show your professional identity, from small to large, from easy to difficult to ask more leading questions.
? Ask an optional question to help the hesitant customer decide.
? First ask the known questions to improve the professional value, and then ask the unknown questions to guide the other side.
? "It's not a matter of concern", if we want to do a successful conference marketers should learn to ask customers concerned about the problem.
Step 5: Listen to the promotion
Hibernation is just for the male flight, God has given us a mouth, two eyes and two ears, is to tell us to be successful we need to talk less, listen more, see more.
11, careful listening to further understand the basic situation of the customer and consumer psychology, demand, can be insight into the reasons for real objections. In order to chat with the way, seek and customer *** Ming point, speak to master the principle of the same frequency with the customer, so that customers feel an "illusion", you and he is the same type of people, to promote goodwill, in order to produce *** vibration of the effect of the opportunity to learn more about the customer's family background in a timely manner into the customer's personalized file.
2, the answer to the prize quiz to the customer to listen to, urged to actively participate in the meeting, take the prize, the typical customer can determine some of the topics beforehand, then arranged for its answer at the meeting and skillfully elicited the speech. Inform the other side, the opportunity to highlight its sense of honor, suggesting that it brought cash to participate in the meeting.
13, patience, detailed for each customer to introduce some of the company's situation, product mechanism, on-site incentives, choose the right entry point to cast their favor, to reflect the flexible, keep the voice sweet, seize the essence of the content to guide the customer's desire to buy.
14, on the hesitant new customers, not to over-emphasize the product, should be to promote its understanding of health knowledge as the focus.
15, for some customers who still have not made up their minds, must not be forced, which means that the fire is not yet, you can first cool down for a while, and then communicate or return as a general customer so that the next time to invite.
Step 6: Overcome objections
11, to overcome psychological objections: modern people must learn how to face psychological objections, so that the heart is prepared to understand the root cause of the existence of psychological objections.
12, the objections to power: top salespeople understand that the customer's refusal is a response that should be, not not accept the products and services, but there is a brief hesitation.
13, do not let the customer speak out objections: good use of customer feelings, control the atmosphere of the conversation, the customer will be as you think, do not let the refusal to speak out.
14, change the subject: when encountering objections to avoid a poor pursuit of the customer to produce boredom, available to change the subject of the way to temporarily avoid the tension in the space.
15, the use of appropriate body language: inadvertently touching the customer will also attract the attention of customers, but also play a hypnotic role, can be very good to overcome objections.
16, one by one breakthrough: customers for more than two groups, you can use each breakthrough method to overcome objections.
17, the same position: and the customer stands on the same position, can not argue with the customer or you win or lose, will make the transaction failed.
18, to establish the image of experts: students rarely questioned teachers, patients rarely questioned the doctor, the customer is not going to refuse the experts.
Step 7: Determine to reach
Why sell the same products on behalf of the business, performance is vastly different? Why do the top 20 marketers always close 80% of their sales? The answer is simple: they use the same closing techniques that they use to win every battle, but closing is the end goal, not the final step.
1 to seize the opportunity to close the deal: sometimes through the demeanor, speech can reveal the signals of the customer's transaction, to seize these signals to seize the opportunity to close the deal.
1 deal to reach the way:
1, invitational deal: "Why don't you try it?"
2, the choice of deal: "You decided to go alone or the old couple together?"
3, the second level of transaction: "Do you feel that this activity is not very interesting?" "Then you will come with your old partner!"
4, predictive deal: "Auntie certainly feel the same as you!"
5, authorized deal: "Good! I will fill in two names for you now!"
6, pressing type deal: "Your diabetes are so serious and still do not go to the venue to consult!"
Step 8: thank you farewell
Will you thank the customer? For us marketers: "Each of us should have a grateful heart"! The world is only the most important customers, no customers you have nothing! There is even better salesmanship is useless.
Time: The initial home visit should not be too long, generally controlled within 20-30 minutes.
Observation: according to the situation carefully observed, such as found that the customer has a frequent watch, often drink water and other actions should be timely thanks to leave.
Concise: the old saying that a snake is added to the foot is a reminder that we should not make too many modifications after saying things clearly.
Sincerity: false things will not last, be a sincere person! Use sincere praise to make customers remember you forever!
Communication skills for visiting unfamiliar customers
First, open the door
When we meet with customers for the first time, if the other party does not receive other visitors, we can use a short language directly to each other to explain the purpose of the visit. For example, we visited a terminal salesman, if we did not indicate the intention, he is likely to start us as an ordinary consumer to serve. When he is recommending products to us, introducing features, etc., to explain the purpose of the visit to him. The other party will have a strong "work for nothing" or even the feeling of being cheated, thus creating resistance. This time to carry out the work, it is difficult to succeed.
Second, highlight their
First, do not skimp on business cards. Every time you go to the customer, in addition to contacting the key people in direct contact, but also to the purchasing manager, finance staff, sales manager, store sales staff, and even the warehouse issued business cards. Strengthen each other's impression of yourself.
Secondly, in the distribution of catalogs or other promotional materials, must be in a conspicuous side of the main contact information, such as your name and phone number, and in a different color to highlight, and then emphasize to the customer: as long as you call this number, we are ready to serve you.
Third, observe the words
When we visit customers, we often encounter such a situation: the other party is very impatient, not in the mood, such as "I'm not available now, I'm busy!" "Next time you come back," when the other side to say some words, there are generally the following situations: First, he is really busy with other work or to receive other customers. Negotiation content, sales price may not want to let outsiders know; Second, with other colleagues or customers in the entertainment activities. For example, playing poker, mahjong, watching soccer or talking about a hot topic; third, he was not doing anything just because he was in a bad mood.
Fourth, identify the identity
If we visit the same customer many times, little effect, such as price in the negotiations, the agreement to be negotiated, the promotion is not in place, the sales did not grow and so on. At this time, we must reflect on whether we are looking for the right person, that is to say, whether we have found the purpose of our trip to help the key people. This requires us to deal with the visit "handshake" and "embrace" relationship: with the general staff "handshake" to prevent each other from feeling left out; with the key core personnel "Hug" to establish a close relationship.
V. Advantage of publicity
Businessmen are profitable. The word "profit" includes two levels of meaning: "public **** interests" and "private interests"; we can also simply understand it as "benefit ", as long as it can bring certain benefits to customers, we will be able to serve customers. This requires us to have strong presentation skills, can provide the company with a wide range of varieties, affordable prices, good service, reliable quality, standardized business practices and other advantages that can bring temporary or long-term benefits to customers.
Six, correct mindset
Customer visits is a battle of luck, rarely successful, and can not be done once and for all. As long as we can practice on the refusal of the customer's "four not mentality", that is, "do not fear, do not avoid, do not complain, not discouraged," we will be one step closer to success.
How to communicate with people
Absolute support
We will always encounter a lot of unfair treatment, questioned by people, all kinds of bad, depressed, this time, we should stand on the side of the friends, absolute support for him, so they feel that they are not alone, and there are many people who care about him, so that the other side will be able to have a better understanding of the situation. The people, so that the other side will have enough courage, the same you change is another person sincere friendship.
Don't hold grudges
Teeth will also bite the tongue, people get along with each other is the same way, there will always be contradictions, but we always have to sister contradictions, can not because of some unpleasant things and the old dead, so things in the past, mutual introspection, to say sorry, don't hold grudges, we laugh and smile is still a friend.
Honestly face
No one is perfect, there will always have to look at the wrong time, you may have experienced a lot of things, and feel that each other's feelings are very deep, but if in your friendship, you have been apologizing for the one that has been paying, and even sometimes by the other side of the dark swing a time, please do not try to retain this kind of people, frankly face their own look at the wrong people, away from them. The first thing you need to do is to get out of the way and get out of the way.
Talking skills between people
In our daily work life, we do the most of a thing is to talk, seems to be the most common thing, in fact, there are a lot of skills, master these skills, will avoid a lot of problems arising from the process of conversation, to improve your level of conversation.
Talk more praise, do not gossip, careful joking: more praise language, do not accuse each other, praise should be serious, simple, do not exaggerate, seem hypocritical. Do not gossip to the detriment of the interests of the parties to become a long-winded woman. Jokes should be divided into occasions, and do not turn the joke into a joke, must pay attention to the proportion, careful joking.
Appropriate use of body language in the conversation: sometimes in order to achieve better results, you can use body language, body language is to promote the atmosphere of the conversation more lively and lively, but do not be too exaggerated, so as not to give people the feeling of instability.
In addition to the special circumstances of the conversation, be careful when answering the phone, the phone ringer to vibrate: in the important conversation, the phone ringer to vibrate, it is best not to answer the phone in the middle of the conversation, this is very impolite, affecting the effect of the conversation, the special circumstances, we must obtain permission to talk to each other, and apologize for answering the call, and at the same time, control the phone call time should not be too long, so that other people are waiting for too long.