How to grasp the communication with customers when meeting for the first time?

Direct access; Telephone; Fax; Letters; Press conference; Send short messages; E-mail; Website.

"Direct visits, telephone calls, faxes and letters" are all conventional weapons; Conference release is generally the method adopted by large-scale projects; "Sending short messages, sending emails and surfing the Internet" is called electronic warfare and information warfare. Here, several methods are mainly introduced:

Fax-

It is best to limit it to 1-2, with a maximum of three. Because a roll of fax paper costs more than ten or twenty yuan, customers will be very annoyed and unwilling to take it or read it.

Text messages-

When texting, I heard that it can only be 70 words at most. We should give full play to these 70 words and design and consider them carefully. Here I'll tell you a trick. When sending a text message, enter your company's website. You can say, "For details, please click: 3W what what." Do it. Don't underestimate this point, it can save you a lot of time and breath, save you a lot of telephone and fax fees, and the effect is good.

Use electronic warfare, send Yi Meier and send short messages. Whoosh, whoosh, whoosh ... mass delivery, you can send hundreds or thousands of units a second. Now there is such a company that sends short messages and Yi Meier for business people, which saves time and money and is efficient. There are also mass-produced software on the market, which can be bought for hundreds of dollars.

Generally, the above methods should be used comprehensively. Now the most commonly used mode is "telephone+email+website", which is our modern weapon, not "telephone+fax", because in big cities like Beijing, Guangzhou and Shanghai, enterprises that can afford money basically have computers and networks like this, so this method is the most time-saving, labor-saving and effective.

Second, the appointment mode:

Cast a net-follow-up-confirmation

Cast a net-

What is casting a net? In layman's terms, it is a large-scale posting to the target market.

The purpose of casting a net is to convey information. Send the information of our project to potential customers accurately.

It should be noted that our net must be spread wide, wide and wide, because we only know that there may be "fish" somewhere, but we don't know where the specific "fish" is. Therefore, if we want to catch all the "fish" in one net, our net must be wide open, so that we can catch all the fish and not miss the net.

What kind of tools are used for casting nets? We introduced six kinds above. This paper focuses on the method of telephone casting net.

How to cast a net by telephone? My approach is roughly like this:

There are two ways.

(1) If you have a phone number, call him directly. It can be said: hello, manager Li, hello! I have an important fax for you to reply. Or: Hello, Mr. Li! I'm from the chairman's Committee of XXX. We are holding XXX activities, and we would like to invite you to participate. I have a document here. Do you think it should be faxed or emailed? Thank you, please send a message.

(2) If you don't have the number one in your hand, you will pass the test at this time.

As we all know, big companies generally have secretaries and a set of telephones to deal with their bosses. When you call, she usually asks you: What do you want with him? Did you make an appointment with him? Does he know you? Wait a minute. If you don't have a set of coping methods at this time, you may be defeated. Young ladies usually say: the boss is not here, but the boss is in a meeting. What will you do at this time?

My method is:

Call me by my first name-usually I say: Hello! Please connect me with Li Jun's office. Why don't you call General Manager Li by his first name? Because you politely address Mr. Li, the other party will think that you are in a general business relationship, or that you are here on business, so she will focus on business. If you call the other party by his first name in a friendly way, she will think that you are his best friend or relatives and friends, so she dare not neglect you.

Brand pressure-that is, use your brand to put pressure on each other. You can repeat your company and name over and over again. For example, "Hello! I'm Zhang Chunjian from the Chairman's Committee. Please put me through to Li Jun's office. " Some secretaries don't buy your account and ask you: What can I do for him? Or: Have you made an appointment with him? Does he know you? Wait a minute. What will you do at this time? You can continue to say: I am Zhang Chunjian from the Chairman's Committee. Please put me through to Li Jun's office. "This young lady is very nice, but she won't sell her registered permanent residence. At this time, you continue to tell her: Just tell Li Jun that I am Zhang Chunjian from the chairman's meeting. " Repeat 2-3 times. If the other party still doesn't give in, at this time, don't be rude, just take a step back and say, well, we are having an activity and want to invite Miss Li to attend it in person. Would you please turn around? If she still won't give in, you should take a step back and say, miss, what's your name, please? Oh, Miss Wang Fang, I have a document here. Do you think it should be faxed or emailed? Please be sure to give it to your boss. Call me back. Okay？ Ok, thank you! Goodbye!

Why did you ask her name? Mainly to strengthen her sense of responsibility. Follow up-

The post has been posted, and you think it's almost time for him to read it. Call him: Hello, General Li? I'm Zhang Chunjian from XXX Organizing Committee. Is there anything unclear about the materials just handed over? Then, you stop and let him talk. Don't say: will you take part in this activity? If he says he won't take part in this activity, you are finished.

When you follow up, you have a long story to tell. You can start by saying: Hello, Mr. Li! I'm Zhang Chunjian from XXX Organizing Committee. Can you talk now? If you call his cell phone, you can say: Do you have a plane? I am on the phone. In this way, the other party will think that you are more understanding and considerate of him, because the mobile phone is charged in two directions, or the other party is driving at this time, or in a meeting, or there are people around, so it is inconvenient and inappropriate to talk about this matter. If you do this, the other person will think that you are considerate of him, and then you can communicate with him what you want to communicate. Whether the other party agrees or not, he will at least listen to you.

Follow-up is the time for further communication. Pass on your post. If he doesn't understand anything, he will ask you for advice, and you will have to solve the problem. But many times, he will ask some contradictory questions, and then you will have to deal with it. What are the general objections? According to my operating experience, there are several problems that I often encounter:

"I am very busy and have no time."

Response: Mr. Zhang, I know you are busy, so I'm calling to make an appointment with you. I won't take up too much of your time, just ten minutes. But these ten minutes may be of great benefit to your business. Listen, will you meet me tomorrow morning or afternoon? -I know you're busy. We are having a class to keep you busy and improve your work efficiency ... Our teacher is. ...

I know it's not that you don't have time, but that you think it's valuable. If it's valuable, I'm sure you'll find time to understand it if you don't have time. For example, if you come here, you can make millions right away. Would you say that you have no time? For example, ... Are you right?

"I'm not interested in this, please find another company."

Response: Mr. Zhang, I understand your feelings very well. When you don't fully understand the project (or idea), it's normal not to be interested. It's strange to be interested without knowing. I believe you may be interested in this project after you really understand it.

It doesn't matter if you are not interested, just understand a piece of information. Now is the information age, and information is wealth. Maybe this message is not what you think, maybe you can get unexpected gains from it. Anyway, there is no harm in knowing a piece of information, and there is no loss. I won't take up too much of your time, just ten minutes. Listen, will you meet me tomorrow morning or afternoon?

"We are short of funds. Let's cooperate again another day! "

Response: Now every enterprise's funds are very tight. Even rich units are always short of money. The key now is how to use the limited funds on the cutting edge and let him play the maximum benefit. If you can do great things with a small amount of money, and the benefits will increase ten times and twenty times, I believe you will definitely squeeze out the money to do it. Now our activities can achieve such an effect. I won't take up too much of your time, just ten minutes. Listen, will you meet me tomorrow morning or afternoon?

"You send a message first, we will study it and then contact you."

Judge the truth first. Really, just say:

Most of them are fake. If you really have to wait for his reply, you won't be able to wait for your eyebrows and beard to turn white.

There are two kinds of statements:

(1) Ok, you should study it as soon as possible. I happened to pass by here on Friday. Let me come here.

Well, I know you are a busy man and have a lot of things to do. That's it. I'll call you on Friday.

Reject 5: "How do you know my mobile phone number? Why do you call (send)? "

Response (1): Mr. Wang, please rest assured. Now is the information society. Your mobile phone is used for contact, right? As for where you got it, it doesn't matter. It is important that I send you an important positive message today. There is no harm in knowing more information. Maybe this information can bring you unexpected gains. (If he says: What information? ! You went on to say: Our message is ...; If he is not interested, you can say: Mr. Wang, if you are not interested, it doesn't matter. Just making friends. My name is XXX. Welcome to strengthen contact in the future. Sorry to bother you, bye! )

Response (2): Hello! Mr. Wang, we met at a meeting (the catalogue you got was the catalogue of a meeting, but you didn't attend). My name is XX. You may have forgotten it, but I'm still impressed with you. Well, I have very good news for you. The news is ...

Rejection 6: Are you tired of calling me all the time?

Answer: Mr. Wang, don't be angry. If all the salespeople are like me, your company's performance will double. Are you right? Think of me as an information officer. If you think this information is useful, you can absorb it, but it is useless. You should know a message that is harmless.

Confirm-

Through the above work, two situations may occur. First, if the other party is interested and the appointment is successful, of course, you can determine the time and place and enter the next "interview". Second, the other party had no intention and the date failed. This is normal, because our cause is a "law of large numbers", and it is impossible for everyone to have an intention. We should be mentally prepared for 1%.

Here, I want to remind you that the vast majority of salesmen fell down and died at this level. This level is called "the gate of hell" and "Death Valley" is a "bottleneck". Just like playing a video game. At this level, I just can't get through. When you get to this point, you die. I spend a lot of time talking about these two parts because they are very important. Most of our friends are now engaged in this work, and most of our salesmen are at this level.

Why did it fall? Because the previous work was not done well, it laid a hidden danger for the later failure, and the problem was exposed in this link. What you paid before and what you got in return, whether it was success or failure, is the law. If you are fully prepared for the previous work, you can reduce failures and smoothly enter the third stage of "interview".

The third part is the communication skills to win customers-how to interview.

First, make a good impression on each other.

When we made an appointment by phone, we had made a good impression on each other. How to keep this impression developing? We should pay attention to two aspects:

(2) Pay attention to dress and manners.

A person's first impression is very important. As soon as you walked in the door, he decided his impression of you. First impressions can last for seven years in seven seconds. Once a person's first impression is formed, it is difficult to change it. If the first impression is not good, the subsequent negotiations may fail.

80% of the failures of salespeople are due to the bad first impression on customers. In other words, before you speak, someone else will shoot.

I don't know if you have ever had such an experience: chatting with a lady on the phone happily, and the other person's voice is very sweet. At this time, all kinds of conjectures will arise in your mind, for example, guessing her, people must be as beautiful as her voice, and certainly beautiful; Her quality must be very good; Her temperament will be elegant, and so on, there will be an impulse to see her, hoping to see her soon. Of course, I have this idea, not to say that there are any evil thoughts. This is the normal psychology of people.

But sometimes, once you meet, or haven't met, seeing it from a distance may disappoint you and lose interest. Why? I don't know exactly, it's just a general feeling. Our nation is also a sentimental nation. This feeling is quite different from what I thought at the beginning. At this moment, a very emotional decision will flash across my mind: no, this person can't.

Once, someone asked me out and said on the phone: hello! Are you teacher Zhang Chunjian? I've heard a lot about you. Your last speech at the success forum was very wonderful. I want to cooperate with you. If you have time, please come to Tsinghua Enterprise Club at 10: 00 am. As soon as I heard that it was Tsinghua's, I became interested in each other. Why? First, because he speaks more appropriately; Second, when I saw this brand in Tsinghua, I thought it might be a bit of a start. So, I immediately agreed to his invitation. Who knows, when I came to the gate of Tsinghua Club, I saw a man waving to us from a distance. At this moment, I immediately lost interest in him. Looking at his sitting posture, his temperament, his manners and his costume, as I expected, I lost interest without elaborating.

Therefore, people's clothes are very important. As the saying goes, Buddha depends on gold and man depends on clothes. Three points for appearance and seven points for dress. Most people look at what you wear first, and then listen to you. If you don't dress well, the other person will lose interest. If you dress casually, people will listen casually. If you dress up, people will listen. Sometimes, what you wear will determine the success or failure of your career when others don't know you very well. I have a deep understanding of this.

Once, a company invited me to host a dinner in his company. On the wine table, the boss asked: Is the host here? The person next to me pointed at me: that's it. He looked at me and said, yeah? At that time, his expression shocked me greatly, and I thought to myself: Maybe I was dressed too casually, giving people a too general feeling. I only heard him say: that day, you were so radiant on the stage, giving a great impression. Today, you are a traitor.

This incident gave me a great shock. I think if a person wants to be a successful person, he should demand himself by the standard of success at ordinary times, and he should also demand himself by the standard of success when dressing.

Don't think that this is not a formal scene, just casually, or that everyone is an acquaintance. It has nothing to do with it. In fact, you usually don't pay attention, others see it in your eyes, and you also have an account in your heart. When there is an opportunity, or when you need to hire someone, he may not consider you, even though you are friends at ordinary times, because others have set a standard for you. That's how you feel to others, and many opportunities will follow you.

What I mean by saying this today is to pay attention to forming a habit, a habit of paying attention to your clothes at any time and cultivating your temperament and upbringing. When you arrive at the scene, you will naturally have excellent performance.

(2), generous and decent, neither supercilious nor supercilious.

The people we deal with are all relatively high-level, all bosses, managers and chairmen. We should not think that we are nobody, or that we are just advertising sponsors, so we have no confidence in ourselves. Because you represent an organization, a unit and a company, you should maintain the image of your company and have a sense of self-confidence. The more formal you are, the more hopeless you are, and the more despised you are. Set the tone as soon as you enter the door. I found that if you can't tune, you will be very passive in the back. For example, if you respect him too much at first and praise him blindly, he will jump his tail, but it will be counterproductive; For example, if someone pours you boiling water, you should say "thank you" politely. Just do it, don't be too polite, don't be like this: "OK, thank you, thank you!" " Bow, bow, and thank you again and again, giving people a slave's expression, lowering their status and making others look down on you.

For example, if you go to other places to talk about projects, others think that you are from Beijing, representing a certain department, and others respect you very much. Of course, he doesn't know how many bowls of rice you eat. Others ask you to sit down and treat you as an important VIP. At this time, you should make a living and have never seen the world. The best you can do is make a polite gesture: please! Then sit on it generously, don't be too polite, push it around, the more you push it, the more flattered you are, and gradually others will look down on you and won't take you seriously. These passive situations are self-created, so we must pay attention to them. You must be generous to each other. The more you bend your knees, the more condescending you are, and the more you are looked down upon. The more generous and natural you are, the more people will respect you and treat you as a human being. The kung fu at this moment depends on your usual practice.

Second, say a set of exciting words.

When we first met, people often looked at you critically and judged you. In the scene, you can basically find out the details of the other person and know the weight of the other person as long as you go back and forth several times, so you know how many bowls of rice he eats. At first, a person looks at what you wear, and then listens to what you say. You are well dressed, and he has a good impression of you. If you speak well, he will have a better impression of you. If you dress well, but stink, he will change his opinion of you immediately, and your next negotiation will be very troublesome.

Like a young lady, you didn't know her at first. Every time you meet her on the road and see that she is beautiful and beautifully dressed, you have a good impression on her. But one day, as soon as she started talking, you changed your mind about her. You think to yourself: What quality is this? I have no culture at all. It doesn't matter if she doesn't talk. As soon as she opens her mouth, her image will be ruined, and you will immediately change your opinion of her and have a bad impression. You will no longer have feelings for her, and you will think that her appearance and this suit are blasphemous to beauty, so you must say yes in your opening remarks.

You must leave a good impression on the other side in the first three or five sentences, make the other side happy, catch the other side, interest the other side and impress the other side. If you can't do this, you have to stop and think about it and make your words beautiful, refined and refined.

Your words can't impress each other. The important thing is that there is too much nonsense. What do you mean, too much nonsense? That's what you said, not what the other person wanted to hear. How to solve this problem? The solution is to master a set of the most powerful statements in the shortest time.

How do you say this group of words?

First of all, it is full of greetings and compliments.

Before acting, you must beat gongs and drums for a while before opening; Say a word, do a thing, generally have to transition, pave the way. For example, if you want Lao Zhang to do something, you always have to say something else first. "Lao Zhang, what have you been up to recently? How is your body? " "You have a beautiful tie" and so on. Then you can say, "Lao Zhang, let me tell you something. Such a transition will make Lao Zhang more acceptable and more natural.

Similarly, when you go to someone else's place, there must be a transition. When you enter the door, you should get to the point immediately. If others don't figure it out and don't know your southeast and northwest, you should talk a lot, which will definitely have no effect.

What is the opening statement? Is to praise you for paving the way. The genre of greetings and compliments can be combined with the scene environment, his own characteristics (clothing, work) or an event between him and the enterprise. A speech, one of his books, etc. ) You can't have too many words, just three or two sentences.

For example, "Your office is really magnificent and tasteful", "This dress of yours is very nice, about several thousand dollars", "Last study meeting, I listened to your speech, and you spoke it very well ..." "Last time the TV station broadcasted your deeds, I admired your company ..." "You are from the northeast, right? I listen to your accent is from the northeast, so am I ... "

Greetings are not the purpose, but mainly to ease the atmosphere, close the distance between each other's hearts, relieve each other's vigilance and lay a good foundation for the next negotiation.

Secondly, fully display the highlights of selling points and make dreams come true for each other.

The purpose of your talk with him today is to fully show the selling points and highlights of your project, that is, to tell the selling points and highlights of your project well, deeply, thoroughly, comprehensively and vividly. You should not only tell him what benefits you can get from this project at present. You have to interpret a dream for him, tell him the future benefits, and let him see the follow-up resources of this project.

For example, if you speak on the stage or talk to the central leadership, you can record it through photos and videos. Sometimes these precious photos and videos don't mean you can buy them with money. This opportunity is rare. You can also enlarge them and hang them in the office. There are some materials that can be used as publicity materials for corporate public relations. You can add a powerful explanation to these promotional materials: I used to ...; In this project, you are sure to know many important people, and perhaps many business opportunities can be generated in these high-level contacts, which can bring unexpected opportunities to you or the enterprise.

Once, I went to a company to pull an advertisement. After introducing the advantages of the selling point, I went on to say, "Today you made an advertisement here, not only for our customers, but also for our friends and social units. In the future, if you need the support of our news media, we will spare no effort to support you. Our news unit has many friends from top to bottom in all aspects, maybe when it is needed. The other party thought: Yes. We will also strongly support your activities in the future, and the support is mutual. We are not a one-time deal. Cooperation, today is the beginning. Everyone should take a long-term view.

When screening, we should pay attention to the following points:

First of all, we should try to use modern equipment to show it. Such as computer, VCD, projection, animation and so on. , so vivid, dynamic and static combination, illustrated, vivid image, can save a lot of words. At the same time, customers can also fully mobilize various organs to deepen their understanding and deepen their impressions, with good results.

Second, when the other person is watching, don't talk much, let the other person look carefully. When he looks the same, you can give him a proper push. Some salesmen don't pay attention. When the customer is watching, he keeps talking and arguing, and he doesn't know whether to listen to you or let him watch. It annoys others and can't stand it at all. The effect is of course poor.

Third, there should be a sense of hierarchy when presenting, selling points should be talked about one by one, materials should be taken layer by layer, and they should be promoted layer by layer, just like pulling bamboo shoots. Don't take out all the materials at once. Because there is too much information, customers will not read it carefully and can't grasp the main points. If you want to finish a paragraph, take out some information as evidence or explain it. This makes sense, and the other party will understand.