How to establish a trust relationship with customers

Sales is a kind of accumulation of time, professional knowledge, practical experience and contacts in the industry. It broke the traditional means of survival, it broke the inherent mode of work, and recorded it in the history of economic development with a completely new look. In its body, it embodies self-esteem and inferiority, pride and inferiority. It definitely varies from person to person, and different salespeople represent different values of products. So how do salespeople build a trust relationship with customers? Let's take a look with me. I hope you will be satisfied. Thank you.

three ways to build a trust relationship with customers:

one way to build a trust relationship with customers. 1. be a good friend of customers

be active and enthusiastic: enthusiasm is like sunshine, which will quickly melt the strangeness between us and customers and create a good atmosphere. This requires us, on the one hand, to greet customers actively and enthusiastically after seeing them, and at the same time, to have a hearty and heavy tone, and not to be faint; On the other hand, we should express our feelings of joy after meeting, such as: hello, Mr. Wang, it's an honor to meet you, and I feel very happy at the same time.

using address skillfully: in the actual business process, at least 5% of the visits take place in informal occasions, which means that we can't always address our customers so officially and formally, otherwise it will easily alienate our customers. For example, we can try some informal addresses, such as: Brother Liu, Sister Zhang, Brother, Buddy? If used properly, it will make customers feel comfortable and kind, thus narrowing the distance between them.

Choose topics well: In topic selection, you can choose some hot topics at the initial stage, such as: whether the stock market and child abduction should be sentenced to death; In the mid-term, we should choose some topics that customers care about or like, such as: e-commerce customers prefer the government's policy on the Internet, and industrial customers at the turning point of transformation are more concerned about how traditional industries are transformed; At the end of the later period, you can find some topics that both sides care about, such as the product itself or similar experiences, so as to find more songs.

Empathy listening: Empathy is not sympathy, but understanding and accepting customers both emotionally and intellectually. The basic steps of empathy are: first, put aside stereotypes and put yourself in the customer's perspective; Secondly, through retelling and confirmation, we can understand customers' thoughts and feelings, and express our views and emotions on the basis of full understanding; For example, customers complain that your products are sometimes annoying! You can say: it's really easy to get upset when you meet something in the product that doesn't meet expectations. I've had the same experience and I'll be equally upset. Can you tell me if it's because of those parts of our product that bother you?

ways to build a trust relationship with customers. 2. Create your own personal logo

Design your own iconic actions: unique logo actions will increase your own memory and charm, such as Churchill's V-shaped gesture, NBA star Iverson's listening, and Jacky Cheung's orchid finger, which are impressive. Attention should be paid to the design of iconic actions. First, the action itself should have positive significance and fit its own personality. For example, you can't say that your iconic action is pointing the middle finger at people, which is simply looking for a fight; Second, the movements should be simple and easy to show. For example, you can't say that your signature movement is to finish a whole set of wing chun boxing. In that case, it is estimated that the customers will fall asleep when you finish boxing. As long as it meets the above characteristics, what action you want to design depends on your own preferences.

wear iconic ornaments: what are iconic ornaments? It's Donald Tsang's bow tie! It's a hat that Ye Maozhong never took off! Is Wong Kar-wai has been wearing sunglasses! It is a vivid memory point that people can't forget! A salesman I know often wears a red tie as his signature ornament, so that in the later period, although some customers don't know his full name, they will all say: Xiao Li with a red tie. Xiao Li has successfully created his own unique customer memory point.

methods of establishing trust relationship with customers iii. skillfully presenting strength

skillfully telling customers: people are social animals, so they all have conformity. Therefore, talking about some successful customers you have done will greatly stimulate customers' interest. Of course, the successful customers you choose must meet the following characteristics: First, they have a certain popularity, and you can't choose a company that customers have never heard of, otherwise, customers will be basically uninterested; Second, there is a high degree of correlation with customers, such as: being a customer's colleague, a customer's supplier, and being in the same industrial zone with customers. This is undoubtedly a hint to customers. You see, similar to you, they all chose our products. Why don't you try it?

Skillfully talk about qualifications: including company qualifications and personal qualifications. As the saying goes: Wang Po sells melons and boasts about herself, which explains the importance of self-marketing. However, boasting about herself is hard to avoid attracting people's suspicion, so it is necessary to use the mouth of a third party to promote herself, for example, by borrowing the mouth of other customers. For example, you said: When chatting with a customer recently, he said that your company is the top three company in the industry? ; In the words of the media, for example, you said: Recently, the media reported that our company is a well-known trademark in China? ; Implied by experience, for example, I have worked in the company for four years and served 158 customers, large and small, and I have been adhering to it.

methods to maintain customer trust:

1. SMS

From the perspective of telemarketing, SMS will also be a better way to keep in touch with customers for a long time. One thing to pay attention to when using SMS is to use product and service introductions carefully. When the seller is going to introduce the product or service to the customer by SMS, it is best to tell the customer in advance. If you blindly get some mobile phone numbers from any channel, send them short messages, which will only attract complaints from mobile phone users.

letters and postcards

Joe, the champion of automobile sales? In order to keep in touch with her customers, Gillard sends 15, postcards every month, so that customers can never forget him. Even if they don't change their cars for the time being, they will take the initiative to introduce customers to him. This becomes Joe? One of the key factors of Gillard's success.

telemarketers can also use this method to keep in touch with customers. Now the development of IT technology and Joe? Girard's era is very different. Many sellers use e-mail instead of postcards and handwritten letters, which will reduce the cost and improve the efficiency. However, traditional handwritten letters and postcards can give customers a unique feeling.

III. Mailing gifts

When the festival comes, it is best to mail some practical gifts to customers when conditions permit, which is a necessary link to implement emotional marketing. For example,

a key account manager of a company called a customer many times, but the customer didn't see him. Later, he gave him a new telephone of the company. When he called the customer again the next day, the customer's attitude changed greatly. Someone asked the big account manager: What is the main reason for this? The key account manager thought for a moment and said? Maybe he thinks I really care about him, care about him. ? This is exactly the case. A small gift, not necessarily expensive, can make customers feel your concern and accept you immediately.

Fourth, customer friendship

Nowadays, in order to better serve their customers, many enterprises have set up their own big customer clubs, and regularly hold customer friendship activities with various themes to further strengthen customer relationships. This method is especially suitable for those marketing industries that are relationship-oriented and have obvious business areas. For example, telecommunications industry, financial industry, etc.