What are the characteristics of communication with customers?

Understand the personality characteristics of customers and make targeted communication plans.

1, a reasonable and generous customer. The characteristics of this kind of customers, their communication with our marketing staff is not only in product cooperation, but also pays attention to human feelings. They know how to respect each other and don't haggle over every ounce, because these people not only demand their own needs in the negotiations, but also pay attention to listening to the voices of our marketers. These people don't want to spend a lot of energy on small aspects as long as they satisfy them in big aspects. Therefore, they should be polite and generous when negotiating with such customers. Such customers generally show that they don't care much about the phone bill and won't let you call. Generally, they will basically go to the appointment at the appointed time.

2. Humorous people. The characteristics of this kind of customers are that they make people laugh and feel close. Most of them are because of their open personality. Learn a little humor when communicating with such people, because such people value the fun of work and life. Even when talking about business on the phone, they don't forget to make a joke. If you don't learn a little, the other person will think that you are clear and boring, and it is not easy to have emotional communication. Moreover, such people sometimes forget to make an appointment with each other for personality reasons. Even so, such people can't take it to heart. So, if he has a cool date, you can give it to him gently, but don't be too angry, or his self-esteem will be unbearable. This kind of person is still relatively easy to be loyal.

3. People who haggle over every ounce. Such people are generally serious, so when talking about cooperation, they are very satisfied with small details. If they regard this kind of people as the first kind of customers, it is all wet. This is the kind of person who can't get out of the needle as the saying goes. You can't have a little problem with him. This kind of person usually has an argument over a small problem, or even to save a few pennies, they often send text messages to the other party's mobile phone to let them call, and sometimes they hang up and let them call. You can't let such a good person in such a place suffer, but you must ensure that he gets some petty advantages that others can't.

Here are some language skills to see if they can be used in communication with customers and whether the effect will be better.

(1) Choose positive words and ways (please pay attention to compare A 1 with A2, B 1 with B2, C 1 with C2, which is a more professional way of communication).

(2) Make good use of "I" instead of "you";

(3) Understand the psychological needs of customers and guide the dialogue in a positive and constructive way as much as possible.

Some applications in work:

(1) provide its choice; Listen more; Repeat and affirm his ideas, so that customers feel that the situation is under their control, not at the mercy of others.

2 praise more, PMP；; ; Learning to pause before answering will make customers feel that you are defending their self-image rather than trying to educate them.

(3) Say "I will …" to express the willingness to serve and say "I understand …" to understand each other's emotions.

Friends, the above information is summarized. For your reference. Good luck!