Communication skills of visiting strange customers

Businessmen are profitable. The word "benefit" contains two meanings: public interest and private interest. We can also simply understand it as "interest". Next, I will tell you about the communication skills of visiting strange customers, hoping to help you.

Eight tips for visiting strange customers!

Step 1: Successfully access the image.

The concept of "you can sell if you are willing to work" is outdated! Instead, it is "careful planning, saving time and effort!" The only participant in the visit is the customer. If you want to make progress, you should first critically examine your efforts and then decide what to do.

Visiting customers at home, especially for the first time, is inevitably a little wary of each other and difficult to relax. Therefore, marketers should pay special attention to the first impression we leave others, and a successful visiting image can help you to succeed.

External image: dress, appearance, manners and even expressions should be as natural as possible, so as to maintain a good image.

Control your emotions: Bad emotions are the enemy of success, so you should learn to control your emotions remotely.

Affinity relationship: eliminating the psychological barriers of customers and establishing affinity relationship will build a bridge to communicate with customers.

Sincere attitude: "What you know is what you know, and what you don't know is what you don't know", which is the basic truth of being a man as the old saying goes.

Self-confidence psychology: Self-confidence comes from psychology. Only by "believing in the company, products and yourself" can we build a strong self-confidence mentality.

Contact is an important step to facilitate the transaction. For conference marketing, home visit contact is the cornerstone of success. Before visiting customers, marketers should lay a solid foundation for success.

1 Planning

1) Program Purpose: Because our sales model is continuous, the purpose of door-to-door visits is to promote ourselves and corporate culture rather than products.

2) Planning tasks: The primary task of marketers is to transform their "stranger position" into "friend position" in a short time. In your mind, when communicating by telephone, you should be clear about the situation, make a preliminary analysis of the customer's personality, choose the starting point of communication, plan the number of products to be promoted, and do a good job in one-stop service of calling, sending letters and communicating.

3) Planning route: Visit according to the excellent planning route and make a visit plan! Today's customers are the continuation of yesterday's customer visit and the starting point of tomorrow's customer visit. Sales staff should make good route rules, arrange work in a unified way, make rational use of time and improve the efficiency of visiting.

4) prologue: how to enter the door is the biggest problem we encounter. A good beginning is half the battle, and we have a 75% chance.

1 external preparation

Instrument preparation: "Don't judge a person by his appearance" is used to warn people, while "90% of the first impression depends on the instrument". If you want a successful home visit, you must choose clothes that suit your personality to reflect your professional image. Show the brand image and corporate image to customers through a good personal image. The best achievement is to wear the uniform clothes of the company, which makes customers feel that the company is very formal and has a good corporate culture.

1 Ten-minute home visit rule

The first ten minutes: we have never communicated with customers we have never met before, but "we have met for three minutes"! So the first ten minutes are crucial. These ten minutes are mainly a communication to eliminate strangeness.

Focus for 10 minutes: naturally transition to the focus of the conversation after getting familiar with the customer's needs. In order to prevent customers from being wary, don't gild the lily for more than ten minutes These ten minutes are mainly about emotional communication to find out whether the customer is our target customer.

Leave for ten minutes: In order to avoid the failure of many home visits, we'd better leave the customer's home within ten minutes after the key conversation. Leave suspense for customers and make them interested in the activity.

Step 2: Determine the entrance.

A good book does not choose a pen, and a good cook does not choose rice. Marketers who complain about poor tools or goods usually have only three feet of effort and won't achieve much.

Knock: ring the doorbell or knock at the door before entering, and then stand at the door. It is wise to knock on the door three times. The sound is rhythmic but not too heavy.

Words: "Is Uncle XX at home?" "I'm Xiao X from XX Company!" Active, warm and kind words are the golden key to successfully open the door to customers.

Attitude: you must show your attitude before entering the door? Honest and generous! At the same time, avoid arrogance, panic, servility, indifference, randomness and other bad attitudes.

Note: Strict life style can represent the overall level of companies and individuals. Never let such small details as changing shoes and playing umbrellas affect big things.

Step 3: Praise observation.

In the process of home visits, you will meet all kinds of customers, and each customer's cognitive outlook and education level are different, but one thing should be emphasized? "There are no customers who don't accept products and services, only customers who don't accept marketers who promote products and services. Customers have needs, just the difference between which brand of products or services to choose!

Praise: Everyone likes to be flattered by good words, which is called "label effect". Making good use of praise is the best selling weapon.

Words: "Your home is so clean" and "You look so beautiful today". Is the room clean? Room layout? See? Temperament? Dress neatly.

Level: Praise is divided into direct praise (aunt, you look so young) and indirect praise (aunt, is that your son on the wall? He looks really handsome. He must be an intellectual. I believe my aunt must be an educated and good mother. There are three levels of praise (aunt, you look so kind, as kind and gentle as my mother). The theme of praise is sincerity, and the enemy of praise is falsehood.

1 Observation example:

(1) If the customer's home is beautifully decorated, the house area is large, the home is clean, and there is a nanny. You can be sure that the customer is rich and the marketing staff can fully communicate with him.

(2) If the customer's home is generally decorated, the house is small, the ground is not clean, and several children live with him, which can fully show that the customer is not rich, and the sales staff can communicate appropriately around the key points.

(3) If the customer's house decoration is an ancient cultural decoration, it can show that the customer is a very cultured person with high quality and rich cultural background, and the salesman can fully communicate with him.

Observation: When you stand in front of a house, you will feel at home. This feeling is called "the smell of home". This taste is not tasted with your mouth, but observed with your eyes! Through our observation, we can know the identity, status and hobbies of our customers. , so as to determine whether it is the target customer.

Observe six factors: the cleanliness of the door, the discharge of shoes at the door, the decoration of furniture, the clarity of family members and atmosphere, hobbies such as pets, flowers and birds, calligraphy and painting, and the placement of sundries in the house.

1 Note:

Praise is a very good way to communicate, but don't exaggerate it. Exaggerated praise can only leave a bad impression.

Step 4: Ask questions effectively

Marketers make money by mouth. All excellent salespeople are eloquent, but "if customers don't talk, the gods can't start." Our aim is to make customers take the initiative to speak and communicate with us effectively, so it is particularly important to ask effective questions!

1 The purpose of asking questions is to know whether our customers are the target customers we are looking for through our communication. (Salespeople's questions must focus on "four more and one less")

1 Remarks:

? Really grasp the purpose of the conversation, be familiar with the content of your conversation, and be confident when negotiating.

? Predict to make a good first impression on each other, that is, try to prepare for the meeting from the beginning? 45 seconds of opening questions.

? Eight techniques for finding a topic.

1 Eight tips for finding a topic:

? Instrument and clothing: "aunt, this dress is really good." Where did you buy it? " The customer replied, "I bought it in Guo Mao". The salesperson must respond immediately. Customers who buy clothes in this place must be rich.

? Hometown, hometown: "I hear your accent is from Hubei!" " Me too? "Marketers constantly use such questions to deal with relationships.

? Climate and season: "It's surprisingly hot these days, last year?" .

? Family and children: "I heard that your daughter is?" Marketers know whether the customer's family is good or not.

? Eating habits: "I found a delicious restaurant. Try it together next time. "

? House, furnishings, neighbor: "I think the layout here is particularly tasteful." Are you a professional? " Understand the nature of the customer's previous work and determine whether it is the target customer.

? Interest: "You sing so well, I really want to learn from you." Marketers can use this questioning skill to promote the company's corporate culture and deepen customers' trust in the company.

Our company is running a university for the aged recently, which includes singing. I wonder if my aunt is interested in attending?

1 Home Visit Question:

? Before asking questions, let yourself like each other and show intimacy and respect for each other.

? Try to ask questions from the other person's standpoint, and pay attention to the other person's eyes when you speak.

? Specific questions can show your professional identity, from small to large, from easy to difficult, ask more guiding questions.

? Ask other questions to help hesitant customers make a decision.

? First ask the other party known questions to improve professional value, and then ask the other party unknown questions in a guiding way.

? "It's none of our business." If we want to be successful conference marketers, we must learn to ask customers what they care about.

Step 5: Listen to suggestions.

Hibernation is just to fly. God gave us a mouth, two eyes and two ears, which tells us that if we want to succeed, we should talk less, listen more and see more.

1 1. Listening carefully can further understand the basic situation, consumer psychology and needs of customers, and find out the real reasons for raising objections. In the way of chatting, seek the * * * sound point with customers, master the principle of talking with customers on the same frequency, let customers feel an "illusion" that you and he are the same type of people, enhance their goodwill, and have the effect of * * * vibration, and take the opportunity to further understand the customer's family background and fill in the customer's personalized file in time.

2. Tell customers the answers to the prize-winning question and answer, and tell them to actively participate in the meeting and win the prize. For typical customers, you can determine some topics in advance, and then arrange for them to answer at the meeting, cleverly leading to speeches. Tell each other that the opportunity is rare to highlight their sense of honor and suggest that they bring cash to meet.

13, patiently and in detail introduce some company information, product mechanism and on-site preferential policies to each customer, choose the entry point suitable for their own interests, flexibly reflect, keep the voice sweet, grasp the essence of the content, and guide customers' desire to buy.

14. For hesitant new customers, don't overemphasize products, but focus on promoting their understanding of health knowledge.

15. Don't force some customers who haven't made up their minds. This means that you can calm down for a while before the fire is over, and then communicate or pay a return visit as an ordinary customer so that you can invite again next time.

Step 6: Overcome objections.

1 1. Overcoming psychological opposition: Modern people must learn how to face psychological opposition, make psychological preparations, and understand the root causes of psychological opposition.

12, turn opposition into motivation: top sales people understand that customer rejection is an appropriate response, not that they don't accept products and services, but that they have a short hesitation.

13, don't let customers express objections: be good at using customers' feelings and controlling the conversation atmosphere, and customers will follow your ideas and won't refuse to say it.

14. change the topic: when encountering objections, avoid chasing after them and boring customers. You can temporarily avoid the tense space by changing the topic.

15. Use appropriate body language: Inadvertently touching customers will attract customers' attention, and at the same time, it will also play a hypnotic role, which can overcome objections well.

16. Break down one by one: When the customer is a team of two or more people, you can overcome the objection by breaking down one by one.

17, stand on the same side: stand on the customer's side, never argue with the customer, otherwise the transaction will fail regardless of winning or losing.

18. Establish an expert image: students rarely question teachers, patients rarely question doctors, and customers will not refuse experts.

Step 7: Make sure it is realized.

Why do business representatives selling the same product behave differently? Why do the top 20 marketers always complete 80% of the sales? The answer is simple: they used the winning closing technique, but achieving it is the ultimate goal, not the last step.

1 Seize the closing opportunity: Sometimes, customers' closing signals can be revealed through their manners, and seizing these signals will seize the closing opportunity.

1 Settlement method:

1. Invite the transaction: "Why don't you try?"

2. Selective trading: "Do you decide to go alone or the old couple together?"

3. Secondary trading: "Do you think this kind of activity is very interesting?" "Then come with your wife!"

4. predict the transaction: "auntie must feel the same as you!"

5. authorize the transaction: "good! I will fill in two names for you now! "

6. Close deal: "Your diabetes is so serious, don't go to the venue for consultation!"

Step 8: Thank you and leave.

Will you thank the customers? For us marketers: "Each of us should have a grateful heart"! Only customers are the most important in the world. Without clients, you have nothing! It's no use having the best sales skills.

Time: the time for the first home visit should not be too long, generally controlled within 20-30 minutes.

Observation: Observe carefully according to the situation at that time. If you find that customers frequently look at their watches and drink water, you should thank them in time and leave.

Conciseness: As the old saying goes, it reminds us not to embellish things too much after making things clear.

Sincerity: False things will not last long. Be a sincere person! Let customers remember you forever with sincere praise!

Communication skills of visiting strange customers

First of all, cut to the chase

When we meet a customer for the first time, if the other party does not receive other visitors, we can directly explain the purpose of the visit to the other party in short language. For example, if we visit a terminal salesman, if we don't show our mind, he will probably treat us as ordinary consumers at first. When he talks about recommending products and introducing functions to us, he should explain the purpose of his visit to him. The other party will have a strong feeling of "wasting their efforts" or even being cheated, which will lead to resistance. At this time, if you want to start working, it will be difficult to succeed.

Second, highlight yourself.

First of all, don't be stingy with your business card. Every time I go to a customer's place, I have to contact key people who have direct contact with me, and I have to send business cards to purchasing managers, financial personnel, sales managers, store salespeople and even warehouses. Strengthen each other's impression of themselves.

Secondly, when distributing catalogues or other promotional materials, be sure to indicate the main contact information in different colors, such as your name and telephone number, and then emphasize to customers that we can serve you at any time as long as you dial this number.

Third, sense motive.

When we visit customers, we often encounter such a situation: the other party is impatient and not in the mood, such as "I am busy now!" " "Come back next time" When the other party says something is wrong, there are usually the following situations: First, they are really busy with other jobs or have to receive other customers. The contents of the negotiation and the selling price may not be known to outsiders; The second is to carry out entertainment activities with other colleagues or customers. For example, playing poker, mahjong, watching football or talking about a hot topic; Third, he didn't do anything, just because he was in a bad mood.

Fourth, identify yourself.

If you visit the same customer many times, the results are few, such as the price is being discussed, the agreement is to be discussed, the promotion is not in place, and the sales volume has not increased. At this time, we should reflect on whether we have found the right person, that is, whether we have found the key person who is helpful to the purpose of our trip. This requires us to properly handle the relationship between "handshake" and "hug" when visiting: "handshake" with the general staff to prevent the other party from feeling left out; Embrace and establish close relationships with key core personnel.

Verbs (short for verb) publicize advantages.

Businessmen are profitable. The word "benefit" contains two meanings: public interest and private interest. We can also simply understand it as "benefits". As long as we can bring certain benefits to our customers, we will certainly serve them well. This requires us to have strong introduction skills, which can provide the company with various advantages, such as affordable, thoughtful service, reliable quality and standardized business operation, which can bring temporary or long-term benefits to customers.

Sixth, correct mentality.

Customer visit is a battle of opportunity, which rarely succeeds and can't be done once and for all. As long as we can practice the "four noes mentality" of refusing customers, that is, "not afraid, not evasive, not complaining and 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, being questioned, all kinds of setbacks and low spirits. At this time, we should stand on the side of friends, absolutely support them, make them feel that they are not alone, and there are so many people who care about and love him, so that the other party will have enough courage and you will get the sincere friendship of another person.

Don't hold grudges.

Teeth will bite the tongue, and people will get along like this. There will always be contradictions, but there will always be contradictions with sisters, and you can't die of old age because of some unpleasant things. So after things have passed, we should reflect on each other, say sorry, don't hold grudges, and everyone will still be friends with a smile.

honest

No one is perfect, and there will always be people who make mistakes. Maybe you have experienced a lot of things and feel deep affection for each other. However, if in your friendship, you have always been the one who apologizes, the one who has always paid, and sometimes even secretly put together by the other party, please don't try to keep such people, face up to your mistakes and stay away from them.

Interpersonal communication skills

In our daily work and life, what we do most often is talking, which seems to be the most common thing. In fact, there are many skills in it. Mastering these skills will avoid many problems in conversation and improve your conversation.

When speaking, praise more, don't gossip, be careful to joke: praise more, don't blame the other party, praise should be serious and simple, and don't exaggerate and appear hypocritical. Don't say gossip that is harmful to the interests of the parties and become gossip. Jokes should be divided into occasions, and don't turn jokes into ridicule. Be sure to be discreet and be careful when joking.

Use body language appropriately in conversation: Sometimes, in order to achieve better results, body language can be used appropriately. Body language can make the conversation more lively, but don't exaggerate it too much to avoid giving people the feeling of instability.

When talking, except in special circumstances, answer the phone carefully and turn the ringtone into vibration: when there is an important call, turn the ringtone into vibration, and it is best not to answer the phone in the middle, which is impolite and affects the call effect. Under special circumstances, you should ask for the other party's consent and apologize before answering, and at the same time control the telephone conversation time not to be too long to keep others waiting for too long.