The Best Way To Communicate With Customers

< p > how to establish effective communication with customers is a problem that puzzles salesmen for a long time.

Are you pursuing short-term sales success or longing for long-term relationship with your customers? Can you successfully sell any product you want? Or do you know the needs of customers? Do you know the skills to communicate with customers? Which form of communication is the most effective? There are three different modes of communication -- courtesy, hospitality, skill promotion and personality service. Which communication mode is more suitable for your company? < /p >

< p > in order to better understand these three models, let me give you a simple example.

There is a dairy monopoly shop with three service personnel, Xiao Li, Li Li and Lao Li.

When you get closer to Xiao Li, Xiao Li smiles and asks for questions. After a while, he will greet the weather with you, talk about the status of the children, and talk about things that are not related to the purchase of milk. Xiao Li's manners are polite.

And big Li, take another way, he said, can I help you? What kind of yogurt do you want? We have a discount for long-term customers. If the temperature is above 30 C, you can come here for a free yogurt every day.

Do you want to take part in this event?

Lao Li's way is more mature and mature. He talked to you about your daily dietary needs. What kind of milk do you want to drink? Is it sugar free or sugar free? Maybe you are a diabetic patient, maybe you are losing weight. Lao Li will find a dairy product that best suits you, and tell you how to keep the nutritional ingredient of milk.

Lao Li provides a personalized communication mode.

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< p > then, which do you think is more suitable for your company? Which is the most effective way? What is the most effective way? What is the internal relationship between the three modes? The following survey may not be the same as your intuition. Three.

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< p > one of the questions is whether the non-verbal services used by salesmen are always consistent with language services.

If the two are consistent, the three modes will have a very good effect.

Some studies show that technology promotion can bring benefits to enterprises.

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< p > however, if the information provided by the language and non-verbal services is inconsistent, the customers tend to believe the service information reflected in the non-verbal language.

That is to say, if a salesperson is trained to be polite and entertaining, it may be meaningless to be polite to customers if the body language reveals what he does not like in his heart and does not like dealing with customers.

In the same way, skills promotion can also fail to achieve the desired result due to the unfriendliness or carelessness of salesmen.

Only personalized service can perfect the combination of language and non-verbal information. This is the reason why salesmen and customers have established deep relationships for a long time.

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< p > the most important oral communication of salesperson is opening remarks and concluding remarks.

Because people can easily remember what happened at the beginning and last when communicating.

So when sales personnel communicate with customers, pay special attention to polite courtesy and final concluding remarks at the beginning.

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< p > polite and courteous, prompt response, including instant time, instant space and instant language.

The so-called time is to say hello to the incoming customers in time.

For example, as long as customers approach the sales window within 1 meters, they must greet them in 5 seconds so that customers can feel your warm reception.

Space is instantly approaching customers on distance.

The degree of proximity varies according to the cultural background of different places.

Language is instant response from customers in different ways when they have problems. Instead of saying, "it's not something in my department" or "I'm not the person you are looking for", very small language differences often lead to completely different results.

Therefore, it is better to use positive language, such as "let's look at the problem together", which is much more polite than using the passive language.

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< p > for the promotion of skills, investigators list at least 15 Ways to master the communication skills between customers and salesmen.

Promises, threats, honor, positive respect, negative respect, and so on, are all related to human weakness.

Sales personnel should fully understand the characteristics of human nature and integrate them into the sales language, and stimulate the psychological expectation that consumers are loved, can not miss the paction, be original and fashionable.

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< p > survey shows that most successful sales terms have the following rules: creating demand - arousing interest - arousing desire (through any human need), and finally taking action.

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< p > non-verbal information can even affect the potential mood of customers in the process of communicating with customers.

For cocktail parties, those who smile brightly get more tips than those who smile less.

In the same way, you can put your change in the palm of your customer's hand, or when you pay the bill, you can take 10% of the tip of the customer's shoulder.

Proximity to customers, or squatting with customers' eye contact will also increase the tipping number.

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< p > generally speaking, personalized communication mode is the most effective mode, but it needs more training and more practice.

And, like other models, its effectiveness will be greatly reduced by the uneasy discrimination of salesmen.

A survey of retail sales shows that obese customers, who are not well dressed, are different from salesmen (such as sex, race, grade, age) and clients who are provocative. They are not subject to prompt and courteous service.

The service to women is not as fast as that for men, and is better for physical handicap than physical health.

All these indicate that only through training can we gradually eliminate the differences in services.

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