Sales communication skills and techniques 01
1. Gaze
Light contact, is the most evocative interpersonal non-verbal interaction.? The eye contact is the most effective non-verbal interaction between people. Gaze? Idioms such as image illustrate the important role of the gaze in the exchange of people's emotions.
In sales activities, the listener should look at each other, expressed concern; and the speaker should not meet each other's eyes, unless the relationship has been close enough to directly? The eye to pass the love? The speaker finished the last sentence, only when the eyes to the other party's eyes. This is to express a kind of inquiry? Do you think my words are right? Or it implies that the other person? Now it's your turn to speak?
In the process of people interacting and selling, the gaze between each other also varies depending on the status and confidence of the person. Sales scientists in an experiment, so that the two do not know each other female college students *** with the discussion of the issue in advance of one of them said, she talked to a graduate student, while at the same time, but told the other person said, she talked to the object of a college entrance examination many times failed high school students. As a result of the observation, the female student who thought she had a high status was confidently gazing at the other during both listening and speaking, while the female student who thought she had a low status seldom gazed at the other when she spoke. In everyday life, it can be observed that often the active person more often look at each other, while the passive person less to meet each other's gaze.
2. Clothing
At the negotiation table, people's clothing is also spreading information and communication with each other. Italian movie star Sophia? Roland said: ? Your clothes often indicate which type you are, it represents your personality, a person who meets with you often consciously based on your clothes to judge you as a person.
Clothing itself does not speak, but people often wear a certain kind of clothing in a particular situation to express the idea of the heart and the requirements of the proposal. In sales interactions, people are always appropriate to choose and environment, occasions and hand in hand with the appropriate clothing. Negotiation table, it can be said that clothing is the salesman? Self-image? The extension of the extension. The same person, dressed differently, leaving people with a completely different impression, the object of interaction will also have a different impact.
A marketing expert in the United States has done an experiment, he himself appeared in a different dress in the same place. When he wore a suit to appear in the appearance of a gentleman, whether to ask him for directions or ask for time, most of the polite and courteous, and itself seems to be basically a gentleman class of people; when he dresses up as a hobo, close to his most likely to be a tramp, or come to find a fire to borrow smoke. Foreign Trade Knowledge
3. Physical Potential
Leonardo da Vinci? Duffy said that the spirit should be expressed through the posture and movement of the limbs. Similarly, sales and interpersonal contacts, people's every move, can reflect a particular attitude, to express a particular meaning.
A salesperson's posture reveals his attitude. Body parts of the muscles if tense, may be due to internal nervousness, constraints, in the interaction with their status above the person will often be so. According to sales experts, the relaxation of the body is an act of information dissemination. Leaning back 15 degrees or more is extremely relaxing. People's thoughts and feelings will be reflected from the physical situation, slightly inclined to the other side, expressed enthusiasm and interest; slightly up, expressed humility and courtesy; the body backward, appearing as if nothing happened and slow; sideways, expressed dislike and contempt; back toward the people, expressed disdain; whisking away, it is a refusal to interact with the expression.
China's tradition is to attach great importance to the posture in the interaction, that this is a person is educated performance, so there is a great man to be? Standing like a pine, sitting like a bell, walking like the wind? The said.
In Japan, department stores on the staff bowing and bending there are specific standards: welcome customers when bowing 30 degrees, accompanied by customers to buy goods when bowing 45 degrees, 45 degrees of bowing to leave the customer.
If you want to give each other a good first impression in the sales process, then you should first pay attention to meet with each other's posture performance, if you meet with people drooping head, listless, the other side will guess that perhaps they are not popular; if you do not look at each other, left and right, the other side may doubt whether you have sales sincerity.
4. tone of voice
Once, the famous Italian tragic movie star Rossi was invited to participate in a banquet to welcome foreign guests. During the banquet, many guests asked him to perform a tragedy, so he read a paragraph in Italian? The first time he was invited to a banquet, he was asked by many guests to perform a tragedy. Although the guests didn't understand him, he read a line in Italian. Although the guests did not understand his lines, he read them in Italian. Content, but his emotional tone and expression, sadness and pathos, can not help but make everyone shed tears of sympathy. But an Italian could not help but run out of the venue laughing. It turned out that the tragic star read not at all what lines, but the menu at the banquet.
Appropriate and natural use of voice tone is a condition for smooth interaction and sales success. In general, a soft tone of voice indicates frankness and friendliness, a natural tremor when excited, and a slightly lower tone when expressing sympathy. No matter what kind of words, gloomy, it seems cynical; with nasal humming often show arrogance, indifference, annoyance and contempt, is a lack of sincerity, will cause people unhappy.
5. Gifts
The real value of the gift can not be measured by the economic value of the value of communication between the friendly feelings. The primary purpose of the primitive tribal custom of gift exchange is moral, to create a feeling of friendship and goodwill between the two parties. At the same time, people through the exchange of gifts, with other tribal clans to maintain social contacts. When you give you a bouquet of flowers on your birthday, you will feel happy, not so much because of the fragrance of the flowers, but the blessings and the warmth of friendship brought by the flowers intoxicate you, while the flowers bought by yourself will not cause the people such a pleasant feeling.
In the sales process, the gift is inevitable, to the other side of a small gift, can add friendship, is conducive to the consolidation of their trading relations. So roughly how much money is good? In most occasions, it is not necessarily expensive gifts will make the recipient happy. On the contrary, it may be too expensive, but the recipients feel overwhelmed, it is better to send some gifts rich in feelings, more will make the sales target happy to accept.
6. Time
On some important occasions, important people tend to come late, waiting for the crowd to meet, which appears to be the status of honor. However, to be late to elevate the status, after all, is not a fair interaction, which often causes dissatisfaction and affects the cooperation and interaction between each other.
To go to the meeting must be on time, if the other party about you to meet at 7 o'clock, you are on time or a few moments ahead of time, reflecting the sincerity of the relationship. If you arrive at 8 o'clock, despite your verbal apologies, you are bound to make the other party unhappy, the other party will think you do not respect him, and invariably set up barriers to sales.
Different cultural backgrounds, different social status of people's concept of time is also different. Such as the Germans pay attention to punctuality, punctuality; if invited to participate in the French appointment do not arrive early, or you will find that this time only you a person to the scene. There is a U.S. diplomat in a country in Africa should be on time to the country's foreign ministry, after 10 minutes no movement, he asked the secretary to inform again, and after half an hour still no one cares about him, the diplomat that is intended to slow down and humiliate him, in a fit of anger, whisked away. Later he realized that the problem in the country's concept of time and the Americans are different, not intentionally disregard the American diplomat. Phone sales skills
7. Smile
Smile from the happy, it brings happiness also creates happiness, in the sales process, a slight smile, the two sides from the heart of the smile to get such information:? I am your friend? Although the smile is silent, but it says the following many meanings: happy, joyful, agree, respect. As a successful salesman, please put a smile on your face at all times. Smile written on the face?
Sales communication skills and techniques 02
(a) Language skills
Language skills: use words to increase the clarity of the message.
The Old Testament of the Bible? Genesis? In the book of Genesis, it is written that Noah led his descendants to a place in the ark and lived on the plain, and his descendants intended to build a tower to the heavenly court in order to make a name for themselves. God knew this and was y displeased. He did not directly prevent them from building the tower, but confused their language so that they could not understand each other's language, and as a result, due to the lack of the same language, they could not collaborate and cooperate with each other, and the Tower of Heaven was never built.
This story fully illustrates the important function of language in people's interaction.
The ability to communicate verbally is the primary skill for sales managers. Mastered the art of language, the sales manager to open the door to provide the key to success. Confucius said:? words are the voice of the heart, inappropriate. Words are the voice of the heart, inappropriate way of speaking can easily cause others to misunderstand you, and then doubt your character. Therefore, it is necessary for us to cultivate a kind of rules and regulations, sincere and honest speech habits.
1. Straight talk
Bacon once said: ? The greatest trust between man and man is the trust about the speech. Straight talk is a sincere performance of the sales staff, but also and the other side of the sign of a close relationship. Our country has a proverb called see outside, often refers to some kind of unnecessary euphemisms and the other side caused by a kind of psychological disconnect. Imagine, if you meet with very familiar colleagues as soon as you open your mouth to say? I'm sorry? If you are in a meeting with a very familiar coworker, you will say "Excuse me", and ask "Can I interrupt for a moment? Can I interrupt?
These are the first time I've ever seen a person with a high level of confidence in their ability to communicate with others.
Straight talk is a result of self-confidence, because only those who believe in others can talk about self-confidence. The kind of excessive fear of other people's reaction, say a sentence to repeat half a day of deliberation is not to talk about what confidence. And the lack of confidence is you and sales opponents deal with a major obstacle, because people generally do not want to deal with a shrinking man.
Some countries, people are not accustomed to too much polite and advocate natural honesty. For example, in the United States, if the host invited you to dinner, if each dish up when you are polite, slow to move, then, perhaps you will go home hungry; if you are a scholar, when the guiding professor asked about your strengths and major directions, you self-effacement overly, then perhaps you will be sent to wash the test tubes and other miscellaneous matters. But here's what to watch out for in your interactions with customers, especially when speaking against the grain.
Straight talk comes with the right tone, speed, and expression. You're talking to a group of people who are playing poker? Please don't make any noise, someone in the house is doing the night shift? When the tone of voice is gentle, and slightly under the body to raise their hands to indicate, but also slightly apologetic smile, it is easy to make people accept. In refusing, stopping or opposing some of the other party's requirements and behavior, a sincere statement of reasons and interests.
2. Euphemism
In the sale of some words, although completely correct, but the other side is often in the way of emotions and difficult to accept, then, blunt words can not achieve better results. But if you soften some of the words, perhaps the other side can both rationally and emotionally happy to accept your views, this is the wonderful use of euphemism.
3. fuzzy
In the sales process, sometimes for some reason inconvenience or unwilling to expose their true thoughts to others, then, you can put your output information? Vague? , so as not to hurt others, but also not to embarrass yourself.
See the Shaolin Temple in a line: Abbot: the form of life, not close to the color, you can now hold? The first is that the first is the first to be a member of the family, and the second is to be a member of the family. Abbot: life, do not kill, can you now hold? JW: Yes! Abbot: To the end of your life, do not touch alcohol, can you do so now? JUEYUAN: (hesitant)! Abbot: (in a loud voice) Can you hold it to the end of your life without touching the wine? JUEYUAN: I know!
4. antithesis
"Yanzi Spring and Autumn Annals" in a story, said Candle Zou inadvertently let a hunting eagle escaped, love hunting Duke Jing of Qi ordered the candle Zou launched beheading, Yan Zi went up to see Duke Jing, the opening of the following paragraph of the dialog: Yan Zi: Candle Zou has three major sins, which can be so easy to kill it? Please let me one by one list out before killing him can? Duke Jing: Of course. Yanzi: (pointing to candle Zou's nose) candle Zou, you raise birds for the king, but let the birds escape, this is the first crime; you make the king for the sake of the bird to kill, this is the second crime; kill you, the world will blame the king for the birds and not people, this is the third crime. Yanzi criticized Qi Jinggong's emphasis on birds but not people. The king's criticism was not only effective, but also did not embarrass the king, who was in a high position.
5., silence
In the war of words between the two sides in the timely silence for a while, this is the performance of self-confidence, ? Silence is golden? is the truth. Because silence can force each other to speak, and shyness, lack of confidence in the sales force is often afraid of silence, to rely on the chatter to cover the heart of the speech of the apprehensive.
6, self-talk
"Water Margin" in the timely rain Song Jiang, there have been several times to die, and all rely on self-reporting: ? Pity me Song Jiang Gongming only to make others understand his identity and survived. Talking to oneself generally helps one's self-expression. If you have no talent, you should neigh a few times like a horse in order to attract the attention of those who know what you're doing. In the Warring States period, Feng Deceive, who lived in Meng Changjun's place, did not first rely on a few times to play the sword and sing to himself: "The long tongs are coming back". Long tongs come back? The first thing you need to do is to get the attention of Meng Changjun.
7, humor
Engels believes that:? Humor is a manifestation of wisdom, education and moral superiority. In people's interactions, humor has many wonderful functions. Former U.S. President Roosevelt when the naval officer, a good friend asked him about the U.S. new submarine bases, Roosevelt is not good to positively reject, asked him:? You can confidentiality can? The other replied, Roosevelt smiled and said: ? You can I can?
8, implicit
The Chinese tradition of subtlety. Many occasions inconvenient to express the information too clearly, but to rely on the other side from their own words to figure out the experience. A girl and a young man in love, her girlfriend kindly advised her that the young man looks mediocre, not handsome enough. The girl replied: ? Thank you for your concern, your words do have some truth in them, but I appreciate this famous saying ? People are not lovely because they are beautiful, but they are beautiful because they are lovely ?