What can be done to win the trust of customers?

1, professional grade. No matter what identity or background the customer is, he is definitely not as professional as you in your field, so be more professional. Strict work style and professional advice are the basis for winning customers.

2. Think of each other. No one will trust a selfish person, and you can only be respected if you really think about the other person's interests.

3. Say "no" appropriately. Gentle attitude and firm principles. If you agree to all the requirements of the customer, he must know that you can't do most of them. On the other hand, if you say no to 1 and two of them, he will know that you can solve the other 99% problems.

4. Keep in touch. You can't leave your tea behind. When someone completes the sale, the customer draws a full stop and will never develop. A short message and a birthday wish during the Spring Festival will definitely make your customers become your permanent resources.

5. Pay attention to the image. Gorgeous is for banquets, and leisure is for holidays. Please note at work that you are not a beautiful woman or a handsome boy, but a worker. Proper dress and elegant conversation will greatly increase customers' confidence in you.

Modern marketing is full of competition, and the differentiation of product price, quality and service has become smaller and smaller. Marketers have gradually realized that the core of competition is to focus on themselves and understand the truth that "to sell products, you must sell yourself first". To "sell yourself", we must first win the trust of customers. Without the trust of customers, there is no chance to show their talents, let alone win sales success.

One: self-confidence+professionalism

Self-confidence is half the battle. Confidence is very important for marketers. It directly shows your mental outlook and invisibly conveys your confidence to customers. Imagine that a marketer lacks confidence in himself and the company, and it is difficult for customers to trust and accept you. Therefore, in the interaction with customers, we must establish our own excellent beliefs and believe that we can achieve ultimate success; Our company is excellent, and we believe that our products and services can also be praised and benefited by customers. Communicate with customers with this belief, and your behavior will deepen their confidence in you.

But we should also realize that it is obviously not enough for marketers to emphasize self-confidence at the same time, because self-confidence needs a certain foundation-"professionalism". In other words, when you communicate with customers, you should try to have an "expert" understanding of the communication content, so that customers can gain something every time when they communicate with you, thus narrowing the distance and enhancing trust. On the other hand, the continuous improvement of professional quality also helps to further strengthen self-confidence and form a virtuous circle. There is no "specialty" in self-confidence, which often leaves a "flashy" impression on customers and gradually produces rebellious and repulsive psychology.

So we should not only be confident, but also be professional.

Two: frank and implicit, reflecting the true self.

"There is no shortage of gold, no one is perfect" is a wise saying, but in reality, marketers often run counter to it. Faced with the fact that customers often create a "superman" image and even cover up their own shortcomings, they accept almost all the questions and suggestions put forward by customers and rarely say "no" or "no". From the appearance, it seems that your perfection will make customers feel trust. But I don't know that people are still realistic after all, and they all have big or small problems. You can't be beautiful in every way. Your declaration of "perfection" is only a declaration that you are "untrue".

Nat, a famous American psychologist? Steinfinger did an experiment in which four job seekers recorded their self-reports while cooking milk in a small cooking stove.

The first job seeker claimed that he had excellent academic performance and excellent social activities. At the end of his report, he specifically mentioned that the milk was well cooked.

The second job seeker's report is almost the same as the first one, but at the end of the report, he said that he accidentally knocked over the cooking stove and the milk went bad.

The situation in the third place is different from that in the first two places. He said that he was poor in study and social organization, but he had good milk.

The fourth person's self-report is similar to that of the third person, and the milk is also poorly cooked.

Steinfinger believes that all job seekers can fall into the above four categories: the first category: perfect, without any shortcomings; The second kind of person: perfect, slightly lacking; The third kind of people: lack, have small strengths; The fourth person: no advantages.

On the surface, it seems that the first type of people should have a greater chance of success, but the balance of reality is tilted towards the second type. Therefore, if a marketer wants to win the trust of customers, he doesn't have to go to great lengths to hide himself. Instead, he should properly admit the subtle shortcomings, making people feel close and more acceptable.

Three: help customers buy and let customers choose.

In practical work, many marketers will emphasize that they are the only or best choice for customers when expounding their own advantages, which to some extent expresses their confidence in winning, but at the same time it will also increase the pressure on customers. Because in such an atmosphere, your "preconceived" conclusion often makes it difficult for customers to communicate with you easily and make suggestions for choice. So we lost the chance of further communication and broke up.

Therefore, when we explain our own advantages, we might as well not jump to conclusions unilaterally, but suggest that customers learn more about other information and affirm that we believe that customers will make the right choice after objective evaluation. This kind of communication can make the customer feel that he has the right to choose actively, and it is easy to communicate with you, and realize that everything we do is to help him learn more information and make his own purchase decision. It gives us the opportunity to have more communication opportunities with customers and finally establish a close and trusting relationship.

Four: Successful cases, firm confidence guarantee

The sales materials of many enterprises have obvious space to introduce the typical customers of the company. Marketers should actively use the successful cases of enterprises to eliminate customers' doubts and win customers' trust. When borrowing successful cases, don't just know the customer's name. Instead, you should be familiar with the customer's information in detail, including company background, product use, contact department, relevant personnel, contact telephone number and other instructions. If you simply say the name of the case without knowing the specific details, it will leave many questions for customers. For example, 1: I suspect that the case you introduced may not be true, and 2: The case you introduced may not be a successful case. Therefore, it is very important to introduce successful cases in detail and answer customers' inquiries accurately. Making good use of successful cases can play a key role in building customer trust-"Facts speak louder than words".

Know yourself and know yourself, and you will win every battle. Knowledge that promoters must know and use flexibly. What is your product and what are its advantages? Objective: What is your product used for? What good place can it bring to your customers and promote their communication. Or what advantages your product has over other similar products. Our products: technical terms: multifunctional physical fuel additives. Terms of sale: high-energy oil, aircraft oil; Nutrients for automobile engine If you want to run well with the car, you must drink well with the car. (Running well means running fast, running long and running steadily) Product efficacy: 1, which can improve the calorific value and combustibility of oil products, promote the full combustion of oil products, increase power, speed up, save fuel and improve driving comfort. Product principle:

The raw material of the product is aviation fuel (aviation oil), which has its own characteristics: No.3 jet fuel has appropriate density, high calorific value, good combustion performance, rapid, stable, continuous and complete combustion, small combustion area, less carbon deposition and less coking; Good low-temperature fluidity, which can meet the requirements of oil fluidity in cold and low-temperature areas and high-altitude flight; Good thermal stability and oxidation resistance, which can meet the needs of supersonic high-altitude flight; High cleanliness, no harmful substances such as mechanical impurities and moisture, low sulfur content, especially low mercaptan sulfur content, and low corrosion to parts. use

Aviation kerosene is mainly used as fuel for aviation turbine engines.

Product technology: 2. Effectively inhibit and eliminate carbon deposition in various parts of the engine (fuel nozzle, spark plug, intake and exhaust valves, piston top of combustion chamber), ensure the healthy and stable operation of the engine and prolong its service life. 3. At the same time, the emission of CO, HC and NO in automobile exhaust is greatly reduced, which can reduce air pollution while maintaining and protecting automobiles and benefit future generations. Product advantage: 1, the really effective product reason: advanced technology, and national invention patent. Advanced production technology and specialized production in large factories ensure product quality. The effects of products selected by professionals and institutions are different (case: mining vehicle for road trip, measured by national laboratory after 9 months of cylinder opening): Oil gold products are Chinese patent medicines for blind treatment of automobile "digestion". For many patients, some people get well as soon as they get sick, some people need some time to get effective, and some people don't necessarily get effective. Everyone will have different reactions according to their physique or illness. The key is how they feel. Therefore, only your own vehicle has been tried. Follow our company's instructions (increase it by two thousandths for the first time and one thousandth later, and critically ill patients need to stand for more than 12 hours and fully adjust the oil, and run at high speed for about an hour) to see if it has any effect. 2, absolutely safe, you can rest assured that long-term use reason: the raw material is pure grease matrix, and no other chemicals are added. The national authority certifies Sam member stores to purchase products, and large-scale equipment listed companies choose products. 3. Scientifically identify products that are beneficial to both automobiles and the environment. A large number of surveys show that our products have good environmental protection performance. 2. What is your enterprise and what are its advantages? Objective: Now the products are homogeneous, and there are too many enterprises with similar products. How is your business? For example, if you are a car salesman, wouldn't you recommend it more if your business is Mercedes-Benz? Our enterprise: a high-tech environmental protection project introduced from Dongguan in 2009, a professional manufacturer with independent intellectual property rights, the largest and most powerful manufacturer in the industry, and its own industrial park. 3. Who are your customers? Objective: To put it bluntly, talk to people. Who are your customers, and what are their consumption habits and buying habits? This is called consumption characteristics. When you know your customers, especially their psychology, you will know how to recommend them. Customer: Owners of automobiles, motorcycles and other motor vehicles buy gifts. Elements of customer analysis: 1. At that time, the customer's mood was cheerful, calm, impatient and painful, and they took different attack opportunities and ways. 2. The level of knowledge and economic strength determines the way of speaking. Economic strength determines the price and quantity of recommended products. 3. Cognition of products. I don't know about this product. I know and agree with these products, but I don't know our brand. I doubt the efficacy and safety of the product. I disagree with these products. 4. Customer's consumption view. Perceptual consumption: follow the crowd, like new things, like greed and cheap, and consume by feeling, and the amount of consumption can exceed one's spending power. Rational consumption: we must comprehensively understand whether the product is safe and effective and whether it meets our own needs before we can determine the purchase intention. Control the consumption amount within your own consumption habits and abilities. "Abnormal" consumption: stingy, always want to buy the most products at the lowest price. 5. The position of the car in the eyes of customers

A is a typical car lover. He would rather spend more money to park his car in the underground parking lot than in the free open-air parking lot; Would rather use 97 oil than 93 oil; He washes his car at least twice a week and once. Choose a fixed brand every time you change the oil. ...

B car is rough. Because she lives in the city center and the parking spaces downstairs are sold out, she can only park her car on the side of the road and let the wind and rain beat her. Although she is a girl, she is "extravagant" when driving, and often puts her heavy feet on the accelerator and brakes; In the event of a traffic jam to grab a seat, it can be said that "women don't let their eyebrows." She loves to play, too. She drives to the suburbs every weekend. When she meets rough roads, she will crush them without hesitation. ...

C is a new entrepreneur. He regards the car as a complete means of transportation. Used for commuting, loading goods at work, and customers coming to pick up and drop off; When you are sick, use it as an ambulance; He uses the cheapest gasoline and engine oil and only buys insurance that must be bought; Small scratches and abrasions should be "accumulated" to a certain extent before going to ordinary repair shops instead of 4S shops, which can save time and money for one-time maintenance. ...

A's car motto is: "Be kind to the car, it can save your life at a critical moment". I have bought a car for four years, and it is still brand new. B's mantra is "Cars serve people, but people don't serve cars". It's only been three years since I bought the car, and it's not new. C's car is the oldest. It's only been in tatters for two years, but he doesn't care at all: "I spent 40 thousand yuan on a car, but it created more than 40 thousand benefits, which is worth it."

Different status, different needs, comfortable to look at and good to run, this is the overall demand, the latter two mainly tend to run well, (fast, long and steady). 6. Vehicle age health means the number of kilometers traveled: a, less than 20,000 kilometers: (juvenile) b, 20,000-80,000 kilometers: (juvenile) c, 80,000-150,000 kilometers (middle age) d,150,000 kilometers-300,000 kilometers (old age) e, more than 300,000 kilometers (old age) Different ages and health conditions have different functions and effects when using our products. 7. Degree of car use and refueling frequency: average daily car use time and mileage; Refueling frequency: average monthly refueling times. The above factors will directly determine the customer's demand for products and can be used as the basis for recommending the number of products. 8. Driving skills and automobile expertise. Customers who know cars need professional recommendations, and customers who don't know cars need easy-to-understand methods. 9. Model, car series, brand and owner's personality: Focus on buns, SUVs, MPVs, sports cars, modified cars, etc. Different models have different uses: German (safety, quality, handling), French (modeling, like maverick style), American (luxury, upscale, spacious), Japanese (practical, comfortable, handling), Korean (economical and practical, appearance) and domestic (economical and practical, low maintenance cost, supporting national industries). It is designed for people with different needs, so we should understand people's characteristics. Understand the basic characteristics of different brands of cars (advantages and disadvantages, common problems, maintenance costs) in order to have the same language with your customers. The host's personality: A, approachable type B, careless, casual type C, narcissism, arrogant type D, external cold and internal heat type E, indifferent and inaccessible type F, carefully judge the host's personality characteristics in order to choose the best practice. How to win the trust of customers? The trust of customers comes from your affinity, the quality of products, the image of enterprises, the benefits that products bring to them, your service attitude and your after-sales service. What we sell is the meticulous and caring service of gas station+professional advice on automobile maintenance+oil gold products, so what we have to do is: 1. Make a good first impression on your service and the customers who see your service through the meticulous and caring service of the gas station. Be prepared to approach customers and gain their initial trust. Requirements: image, mental outlook, action standards, etiquette (language, smile, manners), the ability to capture the potential needs of customers and meet his needs as soon as possible. 2. Be able to provide customers with professional automobile maintenance suggestions (recognized by customers). Requirements: fully understand the current situation of customers' car use and their cognitive level. Provide professional advice to customers. Customers recognize your professional ability, so it is easier to trust the products you recommend. 3. Fully understand the oil and gold products and recommend them clearly and concisely in a way that customers are willing to listen to. 4. Understand the psychological changes of customers, do not blindly pursue the speed and quantity of transactions, and take customer recognition and satisfaction as the guide. The way for an excellent salesperson to win customers: 1, know more about your customers, and 2, keep in touch with your customers. Even if you can't close the deal, everyone can become good friends, and he will think of you at the first time when he needs your products. To win the trust of customers, you must do your homework. Personally, you will be more confident because you know your products, your business, your customers' needs and their psychology. 4. If you want to know yourself again, you must know how to appreciate yourself. A recommender should know how to be kind to himself, make his life healthy, take part in more sports, and change from what you can, such as your manners and clothes, and give yourself some confidence. When you are free, you can practice your "acting skills" in front of the mirror. 5. Know how to sum up experience, because this is the wealth of your personal life. Many times, business is not just a personal problem. The domestic environment is complex, which may be the customer's problem. You have achieved 100%, but you still haven't achieved it. Sometimes it's not you, but it still doesn't work out. At this time, you need to know how to predict these obstacles that affect your trading in advance. Not next time. Or avoid it. 6. In the long run, stick to it. When making a deal, you should know how to release yourself. Business people are under pressure, so you should know how to enjoy a sense of accomplishment. 7, remember to read more books, books about salesmen and salesmen, many experiences can be learned and used for reference.