Joke Collection Website - Cold jokes - A summary of how to communicate with customers
A summary of how to communicate with customers
Summary of how to communicate with customers
Summary of how to communicate with customers. Effective communication is very important. It can not only improve work efficiency, but also make us very happy. Express your thoughts well so that others can receive them well, so what kind of communication is effective, and how to communicate with customers. Summary of how to communicate with customers 1
Lecture 1: The art of communication in social situations
1. Use titles that are high or low
In business interactions, special attention should be paid to using a higher-level title rather than a lower-level one. For example, when someone introduces a professor, he will say: "This is...a teacher from...university". Students respectfully call their instructors teacher,
Peers can also call each other teacher, so people with experience in this field often use respected titles when introducing others. If not, it’s low.”
2. Do as the Romans do when in town
Generally speaking, you may habitually ask "Are you from Qingdao or Jinan?" However, when you are in Jinan, you should ask "Are you from Jinan or Qingdao?" ? "This is also your respect for the local people;
When you visit other companies, you cannot say that the host's things are not good. It is common sense that the guest does not blame the host.
3. Correct your position
In interpersonal communication, you must position yourself and others correctly. The key reason why many people have problems in interpersonal communication is that they do not position themselves correctly. In other words, in interpersonal communication, subordinates should act like subordinates, superiors should act like superiors, and colleagues should act like colleagues. , customers should be like customers. Only when you have a correct position can you have a correct attitude. This is the basic proposition in communication.
4. Put the other party as the center
In the process of business interactions, you must remember to put the other party as the center and give up self-centeredness. For example, when you invite a customer to a meal, you should first ask the customer for his opinion on what he likes to eat and what he doesn't like to eat.
You cannot subjectively order meals for the guest based on your own preferences.
This is called positioning. If your client is good at expressing himself, you can praise him for being vivid and humorous, or for being both theoretical and practical, but you cannot say, "You are so poor, we are all blown away by you"!
Communication is centered on the other party.
Business communication emphasizes that the customer is God, and it is really good when the customer feels good. Respect yourself and respect others, and show it appropriately, and you will be able to handle interpersonal relationships properly.
Lecture 2: Communication skills in communication
From another perspective, we can also define etiquette, that is: etiquette is communication skills.
1. Language skills
In modern communication, everyone understands the common sense that "everyone has different styles and customs". Different industries have different requirements and stand from different perspectives. Depending on the problem, the results may be very different.
For example, people who work in foreign affairs have a characteristic: they speak more moderately. If you ask them: Who do you think will win this football game? They won't tell you who will win or who will lose, but they will tell you that there is a possibility of winning.
Be impartial and ambiguous. This is the language characteristic of these people that their profession has shaped.
2. Tips for reading business cards
When exchanging business cards, the following four points can be used to explain the status, identity, domestic and foreign exchange experience of the business card holder, and the majors in the social circle. Tips on Business Cards: Check out the four key points of a business card: Whether the business card has been altered or not. I would rather not give it to others than alter it. A business card is like a face and cannot be altered casually.
Whether it is printed with a home phone number, people will have a sense of self-protection in social situations. Private home phone numbers are not given, and even mobile phone numbers are not given.
Westerners are very concerned about public and private matters.
If you meet him for the first time for business negotiation and you give him your home phone number, he will understand that he means to let you come to his home and feel that You are suspected of asking for a bribe. Are there many titles? Business cards often only provide one title, and at most two.
If you hold multiple jobs or have many subsidiaries, you should print several types of business cards and use different business cards for different people you interact with. Does the landline number have a country and area code? If you want to conduct international trade,
The landline number should be preceded by 86, my country's international long-distance area code. If not, it means you have no international customer relations. If there is no area, Code, indicating that you are only active in this area.
3. Problem-solving skills
As a business person, you need to face people from different industries, and it will inevitably be difficult to explain. Although you try your best to solve the problem, it may not be satisfactory. . At this time, we need to grasp the main contradiction and find a breakthrough to solve the problem. Once the main contradiction is resolved, the secondary contradiction will be easily resolved.
Concepts determine ideas, and ideas determine the way out. What kind of thoughts you have, what kind of working status you have.
4. Tips for hanging up on the phone
Who hangs up first when making a phone call? When it comes to this question, the most common wrong answer is that the other party hangs up first. Assuming that both parties on the phone are loyal to this rule and both parties wait for the other party to hang up, the result can only be a waste of valuable time and useless gossip. Therefore this method is not feasible.
Who hangs up first when making a phone call? Social etiquette provides a standardized approach: the person with higher status hangs up first. If you are on the phone with the chairman, regardless of whether the chairman is male or female, old or young, it is a professional norm for subordinates to respect their superiors.
At this time, the chairman should hang up the phone first; if it is the head office When a call comes, no matter what level the person calling from the head office is, he represents the higher-level organization. At this time, someone from the head office should hang up the phone first; if it is a customer calling,
The customer is God and should Let the customer hang up the phone first.
5. Standard order for entering and exiting the elevator
(1) Entering and exiting the controlled elevator
When entering and exiting the controlled elevator, the accompanying person should enter and exit first. Let guests first in, first out. It is a basic rule of walking to give up the right to choose the direction to a person of high status or a guest.
Of course, if the guests are visiting for the first time and are not familiar with the terrain, you should still provide them with directions.
(2) Entering and exiting an uncontrolled elevator
When entering and exiting an uncontrolled elevator, the accompanying person should enter first and then exit and control the switch button. The hotel elevator setting program is usually 30 seconds or 45 seconds. When the time is up, the elevator will leave. Sometimes there are many accompanying guests,
causing the following guests to have no time to enter the elevator. Therefore, the accompanying persons should enter the elevator first, control the switch button, and keep the elevator door open for a long time to avoid inconvenience to the guests. .
In addition, if some guests move slowly and affect other guests, you should not make loud noises in public places. You can use the elevator's bell function to remind customers. Summary of how to communicate with customers 2
(1) It is taboo to "shut up" when talking to customers
The so-called "shut up" means not saying a word. As a result, the conversation becomes cold in disguise, leading to adverse consequences. If you remain silent while the customer is talking, you will be seen as not interested in what the customer is talking about.
Originally, the two parties were having a great discussion, but if one party suddenly "stopped", it would be interpreted as a "protest" against the other party, or that they were tired of the topic. Therefore, once there is an unintentional "pause" in conversation,
sales staff must find ways to introduce new topics as soon as possible, or change old topics, to stimulate the customer's conversation mood.
(2) It is taboo to "interrupt" when talking to customers
The so-called "interruption" means that when the customer is speaking, you suddenly insert a sentence and interrupt. Customer's words.
Under normal circumstances, salespeople should not interrupt or interrupt a customer's speech. This will overwhelm the customer and disrespect the customer. If you really want to express your different opinions on what the customer said,
you also need to wait for the customer to finish speaking.
If you plan to add something to what the customer said, you should first obtain the customer's consent and say "please allow me to add something" before "inserting" in. However, the "interruption" time should not be too long or too many times, so as not to interrupt the customer's train of thought. When something urgent interrupts a customer's conversation, say "I'm sorry" first.
(3) "Dirty mouth" is taboo when talking to customers
The so-called "dirty mouth" means uncivilized speech, full of "dirty, messy, bad" words language. As a quality salesperson, there are taboos.
(4) "Glib mouth" is taboo when talking with customers
The so-called "glib mouth" means speaking in a smooth and endless manner with random humor. Humor in conversation is a noble education. In appropriate situations, using humorous language can help people get rid of their sense of restraint and become relaxed and happy.
In addition, it has multiple functions such as aesthetic pleasure, criticism and satire. However, humor also requires distinguishing between occasions and objects, and taking into account one's own identity. If there is "silence" everywhere,
it may "degenerate" into a glib tone, thereby arousing customer resentment.
(5) It is taboo to be "talkative" when talking to customers
The so-called "talkative" means talking a lot of nonsense and making random jokes. People who love to be "talkative" often use customers to ridicule, make fun of, and make fun of them. It's not that you just talk when you have nothing to say;
People who act "talkative" are both despised and annoying.
(6) "Arguing" is taboo when talking to customers
The so-called "argument" means that you like to argue with others and like to argue with others. They think that "the truth is always in their hands" and that they are always right. A salesperson who likes to "argue", "argues over three points without reason, and refuses to let people get away with reasoning".
This kind of person is not popular with customers.
(7) It is taboo to be "sharp" when talking to customers
The so-called "sharp" means speaking harshly and liking to hurt others with bad words. Every customer has his or her own privacy. When a customer intentionally avoids talking about it, as a salesperson, you should not "break the pot and ask for the truth".
Everyone has their own shortcomings and are not willing to show them. For people, you should not "pick up which pot is not opened" during conversation.
As the saying goes: "A kind word warms three winters, but a bad word hurts someone in June." A person with a knife-like mouth makes enemies everywhere and starts wars all the time. Will lead to adverse consequences due to their own shortcomings. Summary of how to communicate with customers 3
Some prerequisites for communication:
1. Express your information effectively.
2. Establish a harmonious atmosphere: A harmonious atmosphere allows both parties to feel the case without the need to activate their own protection mechanisms (instinct defensive mentality). In this state, the rational center of the prefrontal lobe of the brain
p>
(the part responsible for analytical thinking, understanding, problem solving and planning) will be more active and better able to exert its functions, thus leading to better communication effects between the two parties.
(So in many visits, good ice-breaking, warm-up, greetings, etc. are necessary. Going straight to the topic often fails to achieve the desired effect)
3. Give others Some space: One person cannot control the other and therefore cannot push the other. Everyone can only push themselves. We can extend the hand of invitation, but we cannot force the other person to accept it.
4. Learn to listen.
Language skills in communication:
1. Learn to paraphrase, repeat the important words in what the other party just said, and add opening remarks, such as "You mean..." "You "I just said..." etc. can make the other person feel that you care about what he said.
You want to understand what he means accurately, and you can also give yourself some time to formulate a better idea or answer.
2. Learn to respond emotionally and add your own feelings to what the other person says. If the other person accepts it, he will also share his feelings with you.
3. Learn to use pretense and turn what you say to him into another person's story. You can use "I have a friend..." "I heard that there is a person..." etc. This will make the other person completely You don't feel threatened or pressured, so the other person is more receptive.
4. Learn to follow first and then lead, that is, first agree with the other person’s point of view, and then lead him in the direction you want to go. You can adopt the same technique by echoing the other person’s words - focus on the other person’s words. You can also focus on the parts of the other person's language that are different from yours.
You can also focus on the parts of the other person's language that are different from yours. You can also accept all the other person's words first, and then express your own views and opinions. .
5. Learn metaphors and use completely different backgrounds and roles to implicitly hint at some of the meanings you want to express. Using metaphors appropriately and skillfully will make the other party consciously understand them. Without knowing anything,
the subconscious mind gets important revelations, and the entire conversation will become interesting and long-lasting.
Issues to pay attention to in communication:
1. The thought of "no way" is the root cause of stopping oneself from moving forward.
2. It is unrealistic to expect others to change. At the very least, you need to make some changes yourself first.
3. People are creatures of habit. They always like to use old methods and insist on using old and ineffective methods to communicate with others. It is a completely meaningless waste of energy.
4. Discover and create more people with the same beliefs and values, and you will get better communication results.
5. If there is a need for communication between any two people, they must have the same beliefs and values.
6. Identity positioning is very important for communication.
7. We cannot "force others to make things difficult" in communication. We cannot rely on some positive motives to think that we can decide what is best for others on behalf of others. We not only arrange things for him, but also force him to accept it. .
8. Communication methods cannot be static.
- Previous article:What if people laugh at my widow?
- Next article:What terrier is in Cao County, Shandong Province?
- Related articles
- What's the point of you ruining his doctor?
- The authenticity of jokes
- Talk about summing up 40 sentences when you are upset by being urged to get married at home.
- Is Planck length the smallest unit of matter?
- What is johnnie walker? ,
- What is a riddle man?
- Midnight food store story essay | A family story about stewed noodles with black bean sauce.
- Personality signature is very angry
- Pupils must study.
- A few jokes every day is the best.