How to get customers emotional over the phone

Sales is the process of introducing the benefits provided by products to meet the specific needs of customers. Let both parties get what they need, satisfy each other, and form a win-win situation. This is an art. Therefore, "sales" can be said to be a "win-win art". So? Now, come with me to have a look. I hope you will be satisfied, thank you.

1. Use more positive words

An interesting little experiment: Now let me tell you, "Don't imagine a pink elephant dancing and passing behind you. Don't Just imagine how cute this elephant is, don’t imagine, don’t imagine”.

What kind of picture comes to your mind when you hear this sentence?

Psychological proof: the human brain does not accept negation Subconsciously, we often only hear the negative content and regard it as part of the fact.

So, when we tell customers: After you buy the product, you will not be in pain.

What do customers hear? Pain. If we have some other factors in face-to-face sales that can reduce or make up for this shortcoming, but in our telephone sales, there are no other tools besides language to build a relationship with customers' positive emotions.

So, try to use positive words associated with emotions and feelings. They include: relaxation, trust, ease, pleasure, joy, happiness, success, excellence, excellence, beauty... However, There is a word that needs your attention!

What do you feel when you hear "but"? Your nerves get tense immediately, right? Yes, the customer feels exactly the same as you, immediately Enter into a state of alertness.

When you just said "Yes, I agree with you, but..." What do customers feel? You still don't agree with me.

Here, we provide you with a safer and more effective; turning word: later. "Yes, I completely agree with your statement.

Many customers also had this idea when they first came into contact with our products. Later, they changed their minds after using it for a period of time after purchase. "

2. Use more sentences of praise and questions

The effect of communication in daily life depends on the other party's response, and the effect of communication in sales depends on the results of our sales. How can telephone sales achieve better results? It still depends on the customer's feelings.

However, people are complex, and we often have multiple voices and ideas coexisting in our hearts, one ebbing and the other ebbing.

Before making a purchase decision, customers often have various internal conversations: It is safe not to buy, because if you don’t buy, you will not make a mistake, and you will not buy something that is not in line with your needs because of your own enthusiasm. I won’t buy things that are suitable for me, and I won’t buy them so poorly that others will laugh at me, but I also want to try them, try out the benefits of new products, and try out a different feeling from the past... What do we want our customers to do? This kind of decision depends on which part of the customer's ideas we affirm. It must be implemented in our telephone sales, which is to constantly identify with customers with empathy: identify with customers' propositions and values.

The most direct manifestation of recognition is: praising customers. The direction in which we praise customers will increase the power of this side of the customer's inner dialogue and trigger corresponding feelings and behaviors from customers.

Praise from the heart is the most direct recognition and complete acceptance. When the customer receives this feeling of recognition and acceptance, he will put down his guard and start to establish a trusting relationship with the salesperson on the phone.

So, try to sincerely praise the customer on the phone: "Mr. Zhang, your voice sounds so majestic. I believe you are also a meticulous and serious person in daily life." "Ms. Wang, Listening to you talk, I can tell that you take good care of everyone around you. I used to have such a good sister, and we got along very well. I hope I can learn a lot from you now. "

If praise is to strengthen recognition, then the purpose of asking questions is to cause customers to reflect. Is the customer always right? Not necessarily. But if it were us, the customer would definitely not agree.

Even if you agree quietly in your heart, for the sake of face, you will definitely not admit it and correct your behavior: make a purchase. Therefore, in telephone sales, learning to ask questions, using questions to trigger customers' reflection, and allowing customers to think and self-examine will allow our sales to move from a "push" state to a "pull" state.

In the early stage of telephone sales, we ask some open-ended questions and collect as much customer information as possible. When we learn enough information about the customer and determine the customer’s real pain points, we can ask guiding questions , suggestive questions to gain customer recognition. Finally, use closed questions to seal the deal.

3. Listening

Listening is the most precious gift. Another benefit of learning to ask questions is that we can temporarily avoid talking. Remember? There are many mistakes and too many words. Must be lost.

Let the customer do the talking. The more the customer talks, the closer the relationship between him and the salesperson is in his impression, the better the trust, and the greater the proportion of closed transactions.

Not only in telephone sales, but in all sales processes, the proportion of customers speaking is directly proportional to the proportion of our sales success.

Before contacting us, we don’t know what the customer’s voice will be like or how the customer will express themselves. Maybe today I happened to meet an important customer who likes to talk but doesn't usually have the opportunity to talk.

But this customer spoke in a garbled manner, with no logic at all, and his tone was flat and drowsy.

Or maybe this customer talks about the product in detail and is more professional than you. These are all possible. Maybe we subconsciously captured a piece of useful information, but we didn’t know it at the time.

Remarks can help us think effectively: what is the customer’s current background, what kind of needs does he have under this background, which part of the transaction is he more sensitive to, and what are the standards on this customer’s purchase list? What does it look like... If we want to achieve the "a thousand-dollar" effect of telephone sales, we first need to be "on the verge of triggering" the customer's emotions and emotions on the phone.

This requires us to cultivate a high degree of sensitivity to our customers’ moods and emotions over a long period of time, as well as conscious self-awareness.