Customized Furniture Marketing Speech Skills

Lead: Any sales work pays attention to certain skills. Among them, communication skills with customers are particularly important. The following is my collection of oral skills in custom furniture marketing.

Customized furniture marketing skills 1 1. Building trust quickly:

(1) Be sincere and listen attentively.

② Stand/sit on the customer's left and take notes for the customer.

(3) Keep your eyes on the other person's nose and forehead, don't interrupt, don't interrupt.

④ Don't make any noise (just nod and smile) and reconfirm what the customer said.

Don't answer questions you don't understand.

6. Pause for 3-5 seconds, and then start talking.

Praise customers and strengthen trust

Classic sentence:

You really have an eye/not simple/generous/generous/attractive/generous.

You are really different; I admire you;

Second, the method of asking questions

What brand of furniture are you using now? What style? How long did you buy it? Are you satisfied with that set of furniture? Did you know anything about furniture before buying that set of furniture? What are the shortcomings of the furniture used now and what needs to be improved?

Examples of popular words for asking questions:

What's your name? Where did you buy your house? Are you moving to a new home or adding furniture, or is someone in your family getting married? Have you seen it in other stores? This is a difficult journey. Have a cup of tea. Did you bring the drawings? Let me take a look at it for you. Can you have a look at the approximate figures? Let me take a look at your size and how to put it. Do you want to watch the sofa or the bed? ⑦ Are you using it for yourself or for the rest of the family?

Question steps:

(1) Ask some simple questions; Ask affirmative questions; Ask an alternative question; Ask as few questions as possible. 2 think about the answer in advance.

The most comprehensive furniture sales skills and vocabulary

Third, customer objections are usually manifested in several aspects:

Price (customers always want to buy the best products at the lowest price)

② Function of furniture

③ Service (pre-sale, in-sale, after-sale, on-site measurement and display), guarantee and guarantee.

Please remember: you can never solve all the problems, only keep increasing the proportion of transactions.

Be a top salesman.

1, how to answer the objection: (positive identification method)

First there is approval, then there is rhetorical question, approval or disapproval. Always nod and smile in your actions.

Use strong words when dealing with objections, and avoid using "cold words"

Hot words: I know (understand) ┈ ┈ ┈ I appreciate (respect) ┈ ┈ In fact ┈ ┈.

In fact, I quite agree with ┈ ┈ and ┈.

Cold word: but, yes, but.

Practice of rhetorical skills;

How much is this furniture?

Rhetorical question: How much money is not the most important thing, the most important thing is whether you like it or not and whether it is suitable, don't you think?

Do you have a black one?

Rhetorical question: Do you like dark colors?

How long will it take to arrive?

Rhetorical question: When do you want us to arrive at the best time?

The way to answer the price is unacceptable:

how much is it?

How much money is not the most important thing. Do you like this furniture? If this furniture doesn't suit you, will you buy it at a lower price? Have you ever heard of the Green Passage? So let's see if this is appropriate. If it is suitable, I will give you the best price. Does it fit? Can you put it down? Do you want anything else besides this? I'll write it down for you first. Together, I'll give you the most satisfactory price. (shift focus)

It's too expensive

A, too expensive is the mantra. You can pretend not to hear, it's the best way.

B. rhetorical question: what kind of price do you think is not expensive

C. Do you know the difference between cheap furniture and expensive furniture?

D, shaping value, from the production process, it is hard to come by, indicating that the product itself is expensive.

E, use high contrast low (find out the similar products in the mall, he is more expensive, so he feels low. )

2. Identification skills:

What you said is very reasonable. I can understand your feeling.

I see what you mean. Thank you for your advice.

I agree with you. Your question is very good.

This positive identification method can be applied not only to customer identification in field sales, but also to customer after-sales service and complaint handling.

3, clinch a deal language signal:

A, focus on a commodity, ask if there are any supporting products or gifts.

B, began to care about after-sales work, always repeatedly asked whether it can be delivered, whether it is the original packaging, whether the after-sales service can be timely, and whether it can be replaced if there is any problem.

In addition, there are some signs of doubt:

What is the sales volume of this kind of furniture? What's the lowest discount? How will you provide after-sales service? Is there a promotion now? Do you have a present?

C, is there any more detailed information? When can the order be delivered? D, want to ask your family's opinion?

Trading behavior signal:

A. When a customer's eyes light up, he suddenly sees a product. When his eyes light up, his face lights up.

B. When the customer suddenly stops asking questions, he looks around the goods and asks questions. When he suddenly stopped thinking a little, he was considering whether to buy it.

When comparing several products, customers compare one product with other products or finished products.

D read the user manual carefully, read the product description or promotional materials carefully, and ask questions.

E. When customers pay great attention to the shopping guide, their eyes are very sharp, and they don't let go of the small movements, eyes, tone and conversation of the shopping guide, for fear of being fooled.

Methods and skills of closing a transaction:

A. make a bold deal (it won't die anyway)

B, ask about the transaction.

C, delivery mode (nod, smile, shut up)

D, silence method (critical moment, when he is depressed, don't rush to say, whoever is in a hurry to say will take the lead and wait for him to make a decision)

E, after the transaction, change the subject.

Marketing skills of customized furniture 2 1. For old and regular customers, we should always keep in touch, give some small gifts or entertain customers when we have time and conditions, and stabilize the relationship with customers.

It's very important to show confidence even if no one sees you on the phone. -The story of Natsume Shiro calling a customer in a suit.

The better your self-image, the more likely you are to show the confidence needed for sales.

Correct posture is good for your spirit and voice. Imagine the difference between lying in bed and sitting on a stool and talking on the phone.

Reflect the attitude of "I can do it"

(1) People with "I can't do it" attitude have negative thinking and feel powerless.

Helpless thought: how can I be so stupid?

I bragged this time. I'm a fool.

My boss is a pain in the ass

Why is she so cold to me?

(2) People with the attitude of "I can do it" have positive thinking and are ready to accept challenges at any time.

Ability to think: I made mistakes, but I can learn from them.

Next time I will ...

I should be more specific about my boss's requirements.

How to get along with her is a challenge. I guess ...

Speak with a smile.

When you speak with a smile, your confidence, your enthusiasm and your friendliness will naturally be reflected in your voice.

Second, set goals-let you have a clear direction.

1, the phone number you want to dial.

2. The number of times you contacted the decision maker.

3. Your sales time

4. Others

Influencing factors of work efficiency:

How long does it take for each call?

What products do you sell?

How easy is it to build relationships with customers?

What is the number of customers you contacted?

What kind of communication equipment are you using?

How did you get your client list?

Third, arrange your working environment.

1, I have a workplace without environmental noise interference.

I have a way to avoid interference when talking with customers.

I estimated how long I can stay in one place and trained myself how many phone calls to make during this time.

4. Have a conspicuous clock and make good use of time.

5. List of necessary customer service, telephone number of technical department and relevant personnel.

6. Prepare consumables to record the information obtained by calling.

7. Necessary product or service information used when answering questions.

8, the necessity of follow-up information archiving.

9. There are relevant facilities to make work easier.

Fourth, master product knowledge.

1, factory knowledge of products

2, product safety knowledge

3. Knowledge of product utility.

4. Knowledge voluntarily supported by manufacturers

Verb (short for verb) Know your customers.

1, previous account file

2. Other sales representatives

3. Industry Press

4. Business column of newspaper

5, the price of the stock

6. competitors

7. Use your product or service.

Information to be transmitted by intransitive verbs

Introduce yourself.

2. Identify or re-identify your customers.

3. The introduced product features or advantages should meet the needs of customers.

Step 4 be prepared to respond to objections

5. Know when to try to end the conversation.

6. Make sure you don't stray from the topic.

Customized furniture marketing skills 3 must first overcome their own inner obstacles.

Some people worry that the other party will refuse before calling. After being rejected, they didn't know what to do, so they just hung up. Some people even hope that the phone will hang up soon and no one will answer. They always think from the perspective of the receiver and imagine how he will refuse you. If you think so, you will be rejected by two people. Then the phone will not receive the expected effect. There are several ways to overcome inner obstacles:

(1) Keep a good attitude. In sales, rejection is normal. What is abnormal is that no one refuses us. In that case, we don't need to run business. Have 200% confidence in your products and services, and be very optimistic about the market prospects of your products. It is their loss that others don't use or need our products or services. At the same time, it summarizes several advantages of its own products.

(2) Be good at summarizing. We should thank every customer who refuses us. Because we can learn from them why we are rejected. After each call, we should record the way they rejected us, and then we will sum up how to solve similar problems next time. The purpose of doing this is to make us confident enough to solve common problems again, without fear or fear.

(3) Take a little time to study every day. The more you learn, the less you know. The purpose of our study is not to reach a certain height. But give yourself enough confidence. Of course, learn selectively, and don't learn everything you don't know. Before making a phone call, you can write down the key words you want to express to your customers on paper to avoid being "incoherent" because of nervousness. If you type more, you will naturally mature.

Second, make clear the purpose of calling.

The purpose of calling customers is to promote products. Of course, it can't be done by a phone call, but our phone call should be effective and can get valuable information. If the person who answers the phone happens to be the person in charge, then we can directly introduce the company's products to him, communicate by telephone, send him product information emails, and make an appointment to visit. If he is not the person in charge, he must try his best to get the name, telephone number and other information of the person in charge, and then contact him to send an email and make an appointment to visit. Therefore, calling customers is not the purpose, what we want is to contact our target customers, get interview opportunities, and then complete our sales.

Third, the collection of customer resources.

Since the purpose is clear, it is a question of who to call. Telemarketing in any industry starts with selecting customers. The key to the success of telemarketing lies in finding the right target, or finding enough effective potential target customers. If you can't even do this, then you can't create any good performance at all. In the process of telemarketing, choice is always more important than effort. Finding the right target at the beginning doesn't mean that you can generate sales performance, but at least you get an opportunity and get a good start.

There are three conditions for selecting customers:

1, with potential or obvious demand;

2. Have a certain economic strength to consume the products you sell;

3. The contact person should have the decision-making power and be able to make the final decision. Because our products belong to high-end products, the consumers are mainly middle-and high-income people, public money consumers and celebrities. These people are mainly concentrated in IT industry, consulting industry, entertainment industry, real estate industry, publishing industry, medicine industry, automobile industry, media industry, communication industry, study abroad agency, civil aviation industry, financial industry, government and institutions. When developing customers, we must collect personal information and corporate procurement in these industries.

Four, the front desk or switchboard communication

After the information is collected, it is the telephone contact. At this time, you will find that many calls are the front desk or switchboard of the company, and the person who answers the phone is not the object you are looking for. I haven't said a large set of sales words yet, so I must find a way to bypass these obstacles and bypass the front desk words:

1. Look for the boss's name when looking for information. When you make a phone call, go directly to the boss. If the other person asks who you are, you can say that you are a customer or a friend, so you have a greater chance of finding it.

2. Prepare the company's phone more, call with different numbers, and different people will have different reactions when answering it, so the chances of success are higher.

3, as long as you go to the extension and ask again (don't press 0 to turn to manual), you may go to the salesman or the personnel department, so you can avoid the front desk.

If you think this customer has a bright future, don't give up. You can find another colleague to help you, test your colleagues and learn new methods by the way.

As their partners, for example: Hello, this is XX Company. Please connect me with your boss. I sent him a fax yesterday to make sure whether I received it.

6. I don't know the surname of the person in charge, but pretend to know him. For example, I'm looking for your manager Wang. "I am XXX of XX company. We have contacted about cooperation before. If the answer is that there is no such person, you can say: Oh, that's my fault. I lost his business card. Please tell me his name and telephone number? "

7. Don't leave your name and phone number with the person who answers the phone. If the person in charge is not in or available, just say: Never mind, when is the person in charge usually here? When do you think it is convenient for me to call, or I'll call you back this afternoon? It's hard for the person who answers the phone to refuse you again.

Verb (abbreviation of verb) is the prelude to successful telemarketing.

In order to find your target customers, you must introduce yourself to the company within 30 seconds, arouse customers' interest and make them willing to continue chatting. That is, the salesperson should clearly let the customer know the following three things within 30 seconds:

1. Who am I and what company do I represent?

2. What's the purpose of my calling the customer?

3. What's the use of our products for customers? It's best to express your intention in the shortest sentence in the opening remarks, because no one will have the patience to listen to a stranger's long speech there. What the customer cares about is what this call is for and what it can bring him. A useless phone call is a waste of time for anyone. For example, hello, Mr. Li, good morning, this is XXX company. Our company mainly distributes all kinds of high-grade fruits and dried fruits, as well as gift boxes of dried fruits, red wine and tea oil. Our products can be distributed as employee benefits and holiday gifts, and can also be provided to your customers to maintain your customer relationship. Note: don't always ask customers if they are interested, but help them decide and guide their thinking; In the face of customer rejection, don't back down and don't give up immediately. The most important thing is to have an interview with the customer.

The fourth skill of customizing furniture marketing speech must be clear about who you are calling.

When many salespeople began to introduce themselves and their products, the phone rang once before they found out who they were looking for. As a result, the other party said that you have the wrong number or that I am not someone. There are also salesmen who make mistakes in the name and position of customers, and some even make mistakes in the company name of customers. These mistakes reduce your credibility before you start selling, and in serious cases, you will lose customers. Therefore, every salesman should not think that making a phone call is a very simple matter. Before telemarketing, you must be clear about the customer's information, and you must be clear that the caller has the right to make a purchase decision.

The tone should be steady, the words should be clear and the language should be concise.

Many salesmen are nervous when they pick up the phone because they are afraid of being rejected. Their tone is flustered, they speak too fast and their words are unclear, which will affect your communication with each other. I often get sales calls, but I can't tell the company name clearly, say that I don't invite products, and I can't figure out the purpose, so I have to refuse. Sometimes it takes a few minutes to figure out his purpose, and then sit through his introduction and still don't understand what the product is. Therefore, in telemarketing, you must make your tone steady, so that the other party can hear what you are saying clearly, and it is best to speak standard Mandarin. Telemarketing skills should be as concise as possible, and products must be emphasized to attract customers' attention.

The purpose of calling is clear.

Many of our salespeople didn't think carefully and didn't organize the language before calling. As a result, they made a phone call and found that they didn't say what they should say, and the sales purpose they should achieve was not achieved. For example, I want to call a potential customer of my product. My purpose is to let the other party know more about my products through telephone communication and have the opportunity to buy my products. With this purpose, I will design the simplest product introduction language, and then introduce the performance and price of the product according to the needs of the other party. Finally, leave a deep impression on the other party to achieve the sales purpose. Therefore, telemarketing skills must have a clear purpose when using telemarketing.

1 minute clearly introduce yourself and your intentions.

This is a very important telemarketing skill. I often get sales calls from the same person, but I never remember his name and company. The reason is that he only introduces himself as Xiao Zhang every time he calls. The company name is very vague, and I can't remember it for a long time. In telemarketing, we must make clear the company name, our own name, product name and cooperation mode. Don't forget to emphasize your name at the end of the call. For example: Manager XXX, nice to meet you. I hope our cooperation will succeed. Please remember that my name is XXX. I will keep in touch with you.

Register the phone and follow up immediately.

After the telephone salesperson finishes the call, he must make a registration, make a summary and classify the customers. Class A is the most promising. They should call back in the shortest time and try to reach an agreement. Class B is achievable and should be followed up continuously. Even dare to let customers place orders, such as manager XXX. After several communications, I have prepared five products for you. I hope I can deliver it to you today, and I hope you can remit money as soon as possible. Class c has no intention of cooperation. This kind of customer, you should call him from time to time to see what his needs are.

Customized Furniture Marketing Skills Part V Telephone Marketing Skills of Greeting Customers and Introducing Yourself.

After connecting the phone, you should say hello to the customer first, such as "Good morning (afternoon)" and "Hello, who's calling?" After greeting, introduce yourself: "Mr. XXX, I am Xiao Zhang, the business representative of XXX, and I am the business representative of XXX."

Telemarketing skills of greeting, praising and explaining intentions.

For example, "I recently had the opportunity to serve your good friend Mr. Zhang and made a reasonable plan for his Internet. In the process of service, he said that you are young and promising, have a successful career and are very enthusiastic about people. Our company is doing market research recently. Can I talk to you for five minutes now? "

Refuse to deal with it.

When a potential customer refuses a telephone interview, our sales staff should answer politely. There are several common techniques for refusing telemarketing:

(1) "No, I wasn't there then."

Telemarketing skills: Sorry, maybe I chose an inappropriate time. I hope to find a convenient time to visit you. Are you free (tomorrow) or (the day after tomorrow)?

(2) "I'm not interested in the Internet."

Telemarketing skills: I am not interested because I don't understand the meaning of the Internet. Please give me an opportunity to interest you, which is why I want to visit you. Are you at work (tomorrow) or the day after tomorrow?

(3) "I am very busy and have no time."

Telemarketing skills: I know you are busy with official business, so I call in advance to ask for your advice, so as not to rush in and interfere with your work. So, is it better to make an appointment (tomorrow) or (the day after tomorrow)?

(4) "Send me the information and let me have a look first."

Telemarketing skills: Yes, but you are too busy, and reading these online materials will take up too much of your time. Why don't I help you think about it together? Do you think (tomorrow) or (the day after tomorrow) is more suitable?

(5) "Our company is small and does not have the ability to build websites."

Telemarketing tip: You're welcome, sir. I don't have to ask you to buy you a website when I call today; But to get to know each other and be friends. It's the same when you think you need a website in the future. If it is convenient (tomorrow) or (the day after tomorrow), I'll introduce it to you. It's good to know more about the Internet.

(6) "I have a friend who is also in an Internet company."

Telemarketing skills: Your friend is in an Internet company, so you must know something about the Internet. But you don't have to buy a website from a friend, but it depends on whether the salesman is professional enough. Can you design the best Internet solution for you and give me a chance to try? If you are not satisfied, you can refuse me generously without affecting your feelings. Are you free (tomorrow) or (the day after tomorrow)?

Telemarketing skills of face-to-face invitation.

Telemarketing should not be in a hurry to sell, but should be based on understanding each other's situation. Meeting is the best way for you to "introduce" the product. Only by face-to-face interviews with customers can we fully understand each other and fully demonstrate our comprehensive advantages. When asking for an interview, don't forget to mention a time and place, otherwise it will be difficult for the other party to make a decision. Let's meet and talk!