Speaking skills: put the words into the hearts of customers

Speaking skills: whether a salesman can successfully put words into the customer's mind is not because he speaks fluently and expresses well, but because he is good at putting words into the customer's mind, that is, whether he sincerely considers the problem from the customer's standpoint.

One sentence makes people laugh.

A customer chose a tie worth 100 yuan. Just as he was about to pay the bill, the clerk Chen Fei asked with concern, "Sir, what kind of clothes are you going to wear to match this beautiful tie?"

I think my black suit is a good match.

Sir, we happen to have a kind of tie in our shop, which goes well with your black suit. You might as well try it on. The price of this tie is 150 yuan.

Ok, this tie of yours is really beautiful. I'll take it, too

Don't you want to find an equally beautiful shirt for this beautiful tie?

Yes, I want to buy some dark blue shirts, but I don't see my favorite color in your shop.

Really? Maybe you didn't see it. Let me show you. What size do you want? Sir, you can feel the fabric of this shirt. It's quite good. Which ones do you choose? The price of this shirt is 200 yuan.

Ok, but you have eaten a little too much. I only want two, and you can keep the rest.

Chen Fei skillfully turned the business of 100 yuan into 650 yuan. His cleverness lies in that in the whole sales process, he always starts from the perspective of customer dress. He is definitely a well-trained and qualified salesman.

Jump in one word.

Xiao Zhang went to buy leather shoes. When he saw a pair of shoes, he stopped to look carefully. At this time, the shop assistant came over and greeted him warmly. Xiao Zhang asked about the price and found it a little expensive. He is a little hesitant.

At this time, the salesman asked him to take off his shoes and try them on. Xiao Zhang is embarrassed to take off his shoes because there is a hole in his sock. However, he took off his shoes and tried.

As a result, as soon as he took off his shoes, he heard the salesman say, Yo, your socks are broken. Right, let's buy one get one free, buy a pair of shoes and get one pair of socks!

Xiao Zhang is embarrassed. Hearing this, he blushed and said, forget it, I won't buy it. These shoes are too expensive.

Some salespeople like to say to customers: yours is not good, buy mine and you will be satisfied! In this sentence, what you say is not good is critical. Directly criticizing customers' shortcomings is easy to cause customers' disgust.

guide to action

As the saying goes, there are few bosom friends, and lovers have more than half a sentence. This sentence tells us that only by talking to each other's hearts can we win each other's good feelings. This is especially true in business. To win the trust of customers, the choice of language is very important.

Most importantly, you must always put yourself in the customer's position and always think of the customer. You should at least: (1) praise customers appropriately. Explicit praise will make both sides unhappy, flatterers will often be despised, but appropriate words or heartfelt praise will definitely make the other side happy.

Everyone has a desire to be praised and always hopes that others can affirm their own advantages. If you can grasp this and satisfy the other person's desire, then you will succeed, and the other person will think that you are a considerate person, and maybe he can give you his heart.

When talking with customers, as long as it is a well-worded compliment, you can boldly say that you can praise the customer himself, such as his appearance, physique, personality, personality and hobbies, and you can also praise the other party's family, the employees of the other company, the layout and decoration of the store and the development of the company.

(2) Don't hurt the customer's self-esteem at any time. There are many guests and different personalities, but everyone is very proud and afraid of being pointed out by others. Especially those who are sensitive are afraid to avoid being laughed at. How can they talk business with people who laugh at themselves? Therefore, smart businessmen must learn to avoid talking about customers' shortcomings and learn to turn a blind eye and turn a deaf ear. Don't embarrass customers, let customers feel happy, so speaking will naturally satisfy customers.

In life, some people often hurt others' self-esteem because of improper words, which further worsens the relationship between the two sides.

This kind of situation often happens in our daily life. Although the speaker meant no harm, the other party felt insulted, satirized and teased, mainly because the speaker was thoughtless and did not pay attention to the wording.

Therefore, when talking with customers, we must consider from beginning to end: What should I say to avoid hurting each other's self-esteem?

For example, when you visit a store, no customers come to the store at that time. In this case, if you joke and say, Oh, why is it so quiet that it seems to be going out of business? Or: Is there a ghost here? Why can't you see anyone alive? Although it is a joke, the other person will sound very uncomfortable. He will think that your implication is to close his shop early. How can anyone like you? At this time, you'd better say: it's rare to be free. I think there will be many customers in the afternoon. You will be very busy then! The other party may be worried that no customers will come to the door. After listening to your words, your mood will naturally be much better.

Therefore, we must learn to consider each other's situation and not form the bad habit of talking nonsense from our own standpoint.

(3) Say something that suits the taste of customers. Customers are all kinds, some are willful, some are impatient, some love to lose their temper, and some talk as a pet phrase. Doing business requires dealing with all kinds of people, so learn to talk to people. If you always speak in your own fixed tone, you can't talk to everyone, and it's hard to expand more business.

For example, when talking with professionals about business, you can introduce some professional terms appropriately, or you can use the tone of consultation. However, when introducing products to ordinary customers, we should use more popular language instead of too many technical terms, because consumers don't understand technical terms at all, and too professional language will make people stay away. He may have wanted to buy it, but after listening to these professional introductions, he may feel scared and troublesome, so he will not buy it.

Therefore, when talking with customers, we should constantly observe their reactions, check whether our words are appropriate, make a decision in time, and use appropriate words to make the conversation go smoothly. These may seem difficult, but in fact, anyone can do it with heart and have the ability to deal with any customer with more practice.

(4) Grasp the tone and discretion of speech. Throughout the ages, melon sellers have been saying that their melons are sweet, and salespeople should pay attention to their discretion when praising their products, and they should not exaggerate. When you talk to a customer, you should use a consulting tone, and don't say anything questioning the customer, because questioning the other party will often make the other party feel that you are accusing him of his mistakes, which will easily arouse the other party's disgust. Moreover, when customers hesitate to ask questions, they often make negative choices.

Speaking skills: criticize the same thing tactfully.

Speaking skills: criticize the conversation between colleagues on the same issue.

1. Criticize the same thing tactfully

Bystanders see clearly, but the authorities are confused. It is necessary for colleagues to give some suggestions or criticisms to the authority in time, but pay attention to the way and occasion of speaking, otherwise it will be self-defeating and do bad things with good intentions.

One sentence makes people laugh.

Dong Qing is the manager's secretary. She is beautiful and smart, but her speech is too straightforward, which always makes people feel uncomfortable. On one occasion, Wei Xin corrected this shortcoming when chatting with her.

Miss Dong, the skirt you are wearing today is really beautiful. No wonder the boys in this building can't take their eyes off you.

Dong Qing smiled: How so exaggerated!

Who wants to marry a beautiful girl like you? It was a blessing in my last life.

In fact, I have many shortcomings, but you just don't see them.

Everyone has shortcomings, as long as they can be corrected. You are usually very enthusiastic about helping us print documents, and you are also very active in your work. I should learn from you. These are your advantages.

Well, I'm still very confident about it. Miss Dong answered with satisfaction.

When you talk to your friends, you are always direct. It doesn't matter that everyone knows you. However, neither the company's customers nor strangers know you. Therefore, when you associate with them, it would be better if your tone of voice can be euphemistic.

You're right. Sometimes I feel that talking to others is too straightforward and may make people feel uncomfortable. I'll pay attention to it later. Thank you for reminding me.

Wei Xin pointed out Dong Qing's shortcomings in a euphemistic tone, which was easily accepted by the other party and gained their gratitude.

Jump in one word.

On Xia Hong's first day at work, the company worked overtime, but to her surprise, when she got off work, the boss asked everyone to go to KTV to relax. Xia Hong and her colleagues are very satisfied with the boss's wisdom.

Into the room, Xia Hong chose a sofa near her and sat down. When the boss came in, he found that all the comfortable sofas were occupied, so he casually sat in the chair next to Xia Hong. Half an hour later, the boss left. To Xia Hong's surprise, the beaming atmosphere in the room followed the boss. The air became suffocating, and she knew it was not because the air in the room was not circulating.

A colleague was very excited to educate Xia Hong: How could you do this? The boss is sitting next to you, and you don't even know how to give up your seat? How ignorant!

Xia Hong has never been scolded like this, especially today is her first day at work, or in front of so many people. Tears of her grievance flowed out.

The original intention of this colleague who bravely stood up and taught Xia Hong to speak may be to use the topic, hoping to let Xia Hong know how to get along with others better through examples. However, due to his improper way of speaking, Xia Hong was not only embarrassed, but also undoubtedly ruined the festive atmosphere, adding a little gray to the future office.

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In our interpersonal communication, we will always find other people's mistakes or shortcomings. Bystanders see clearly, but the authorities are confused. This is a fact. In the interaction with colleagues, you may have some opinions about him, but even if your opinions are completely correct, you should take into account the specific situation and make comments or criticisms gently, so as to safeguard your relationship well. Especially when you meet colleagues with higher qualifications and older qualifications, you can't tell them your shortcomings directly, so as not to cause the other party's unhappiness. You can use gentle persuasion to let them know that you don't appreciate his behavior habits or attitudes.

Many people often make mistakes in the workplace, such as speaking too bluntly, using too blunt or fierce words, which will only have adverse effects, not only against the original intention of good faith persuasion, but also cause resentment of others and bring unnecessary trouble to themselves.

If you find yourself in a tense relationship with your colleagues, you should reflect on whether you speak appropriately. If the tension between colleagues is caused by not paying attention to the way of speaking, we should consider self-adjustment and overcome the problem of being too straightforward. Everyone loves face. If you like compliments, think about the other side. Don't just say it happily. Even well-intentioned criticism will hurt each other and may cause misunderstanding and disgust.

We must pay attention to the methods of criticizing others. It is safer to start with praise before pointing out the shortcomings of others, or praise after pointing out the shortcomings. This method makes people feel friendly, can ease the atmosphere and make critics less embarrassed.

Criticism also needs to pay attention to occasions. Try not to criticize in public, but point out the shortcomings of others in private, so as to save face for others, and others will easily accept your criticism or suggestions.

If you just want to give a suggestion to your colleagues, it would be better to turn criticism into encouragement. While thanking you, colleagues will also take the initiative to correct their own shortcomings.

For example, some colleagues are used to blaming others at work: Xiao Liu, what's wrong with you? I didn't do my work well, which affected our whole group.

Zhang Mei, you should take full responsibility for the mistakes in this work. Then don't pass the buck in front of the supervisor, put the blame on us!

If you often criticize your colleagues like this, your interpersonal relationship will be very tense. If we can change the way and turn criticism into encouragement, the effect will often be better. For example, you can say: Xiao Liu, you have worked hard. Although our group didn't achieve the expected goal this time, your performance was remarkable. Keep moving!

Zhang Mei, the mistakes in this work are not entirely your responsibility, but we should also bear part of the responsibility. Everyone should reflect on their work and don't make the same mistake again!

At work, even if you are dissatisfied with your colleagues, you should stay with them emotionally and never distance yourself from them. When you learn to turn colleagues' criticism into encouragement, your oral expression ability will be greatly improved, and your workplace interpersonal relationship will be more harmonious.

10 teaches you how to improve your speaking skills, what your speaking skills are and how to master them.

10 teaches you how to improve your speaking skills, what your speaking skills are and how to master them.

1, don't be half-hearted.

I'm not talking about simply putting down your phone, tablet, car keys, or everything in your hand. I mean, live in the moment and enter a state of dialogue.

Don't think about the quarrel with the boss before, and don't think about what to eat for dinner. If you want to stop talking, just stop. Don't put it in Cao Cao's heart.

2. Don't be a good teacher.

If you want to express your opinion and don't want to leave people any chance to respond, argue or refute, then blog. There is a good reason why experts are not allowed to preach in conversation: because it is really boring.

If the other person is conservative, he will hate Obama, food stamps and abortion. If the other party is a liberal, he will hate big banks, oil companies and Dick Cheney. These are completely predictable, and you certainly don't want this.

You need to assume that you can learn something in every communication.

The famous psychotherapist M. scott parker said: True listening needs to put yourself aside; Sometimes, it means putting your personal opinions aside.

Feeling this acceptance, the speaker will become less and less fragile, less and less sensitive, and more and more likely to open his inner world and present it to the listener.

Similarly, suppose you will learn something new in this conversation.

Burnay Yi said: Everyone you meet has something you don't know.

Let me repeat: everyone is an expert in a certain field. A threesome needs a teacher )

Step 3 Use open-ended questions

In this regard, please refer to the way reporters ask questions: who, what, when, where, why or how to start asking questions.

If you ask a complicated question, you will usually get a simple answer.

If I ask you: Are you afraid? You will respond to the most powerful word in that sentence: fear, and the answer is yes or no.

Are you angry?

Yes, I am very angry.

Let the other person describe it. The other person is the one who knows the situation.

Try asking the other person this question: What is it like? How do you feel?

Because in that case, the other person may need to stop and think about it, and you will get a more interesting answer.

4. Express your immediate thoughts naturally.

In other words, ideas will naturally flow into your mind and you need to express them.

We often hear guests talk for a few minutes in interviews, and then the host turns to ask questions. This question seems to come from nowhere, or it has already been answered. This shows that the host may not have been listening two minutes ago, because he thought of this witty question, so he kept thinking about asking it.

We will do the same. When we are sitting and talking to someone, we may suddenly remember our meeting with Hugh Jackman in the coffee shop, and then we will stop listening. Stories and ideas will always come to you. Even if you can't stop them, don't let them stay in your mind for too long. Ask them out.

5. Knowing means knowing, and not knowing means not knowing.

People on radio programs, especially those on National Public Radio (NpR), are well aware that their conversations will be broadcast. Therefore, they will be more careful about their self-proclaimed majors and what they say.

Learn to do this: be careful what you say and do.

Conversation should be a responsible behavior.

6. Don't compare your experience with others.

If the other person says he lost his family, don't start talking about losing his family; If the other person is talking about work troubles, don't tell them how much you hate your job.

This is different and can never be the same.

Any experience is unique.

More importantly, it has nothing to do with you.

You don't need to prove how capable you are at the moment, or how much pain you have suffered.

Someone once asked Stephen Hawking what his IQ was. He replied, I don't know. People who brag about IQ are diaosi.

Conversation is not used to sell yourself.

7. Try not to repeat your point of view.

This is very aggressive and boring, but it is easy for us to do it, especially when we communicate at work or talk to children.

We want to make a point, so we have been saying it in different ways. Let's go

8. Don't dwell on details.

To put it bluntly, no one cares about those years, names and dates. No one will care about the details you try to recall in your mind.

They care about you, and the other person cares about who you are and what you have in common.

So forget the details. Leave them alone.

9. Listen carefully

This is not the last one, but it is the most important one. I can't tell you how many important people have said that listening is probably the most important and the first skill you should improve.

Buddha said: If you don't stop talking, you will learn nothing. Johncalvin coolidge once said: No one has ever been fired for listening too much.

Why don't we listen to each other?

First of all, we prefer to say. When I speak, everything is under my control. I don't have to listen to what I'm not interested in. I am the focus, and I can strengthen my sense of identity.

But there is another reason: we will be disturbed. People can speak 225 words per minute on average, but they can listen to 500 words per minute. So our brains are occupied by another 275 words.

I know it's tiring, so I really need to pay attention to others. But if you don't do this, you can't talk. You're just two people yelling at each other in the same place.

You must listen to each other.

Stephen Covey has a wonderful exposition of this. He said: most of us don't listen to understand. We listen to the response.

10, concise and to the point

Good conversation is like a miniskirt just right: short enough to attract people; And long enough to go around the key point of my sister's metaphor.

These are all condensed into the same concept: being interested in others.

I grew up with a famous grandfather, and there were a constant stream of guests at home. Visitors will come to chat with my grandparents. After those people leave, my mother will come to us and say, do you know who that is? She is the runner-up of Miss America, he is the mayor of Sacramento, she won the Pulitzer Prize, and he is a Russian ballet dancer.

In the process of growing up, I learned that everyone has something unknown.

Seriously, I think all this makes me a better host.

I try to talk as little as possible, but I keep an open mind and am always ready for surprises. I am never disappointed.

You can also go out and talk to others and listen to their opinions.

The most important thing is: be prepared to be surprised.

Speaking skills: maintain the prestige of leadership in front of others.

Speaking skills: maintain the prestige of the leader in front of people 1.

People live face, trees live skin, especially as leaders. As a subordinate, you should always think about maintaining the prestige of the leader.

One sentence makes people laugh.

A company recruited a group of new employees, and the boss took time to meet them. He summoned new employees one by one according to the employee list.

Yellow leaf (China) The boss cried with a smile. The audience was silent and no one answered.

The boss watched it again.

At this moment, an employee stood up and said timidly to the boss, Yang Zong, my name is Huang Ye (Y), not Huang Ye.

There was a deep laugh in the crowd.

The boss's smiling face is gone, and his expression is somewhat unnatural.

At this moment, a young man suddenly stood up and explained, Please forgive me, Yang Zong. I'm a new typist, but I typed my name wrong.

Too careless, pay attention next time. The boss waved and went on reading.

Soon after, the typist was promoted to deputy manager of the production department.

The boss made a low-level mistake in public, which caused low laughter. At this time, the typist took the initiative to win over, which solved the boss's embarrassment, avoided the boss's low-level mistakes from becoming jokes after dinner, naturally won the boss's gratitude and trust, and the promotion was also reasonable.

Jump in one word.

Xu You was an adviser in the Three Kingdoms period, and he had a close relationship with Cao Cao since he was a child. In the battle of Guandu, after Xu You betrayed Yuan Shao and defected to Cao Cao, he suggested that Cao Cao sneak attack the Wu Dynasty, so that Cao Cao won a great victory. After Cao Cao captured Jizhou, there was also Xu You's contribution. Xu You is proud of himself, even a little carried away. He had known Cao Cao since he was a child, and often joked with him, even called him by his nickname, but he didn't know how to restrain himself in formal occasions.

At a party, Xu You said to Cao Cao, "Uncle, how could you be here without me?" !

Cao Cao laughed and said, You are absolutely right. Although Cao Cao said this, he was very unhappy and thought Xu You was too rude.

Later, Xu You led his followers out of the East Gate of Yecheng and proudly said to his followers: Without my Cao family, they can't go in and out of this gate.

When this word reached Cao Cao's ears, Cao Cao finally couldn't bear it, and soon found an excuse to kill Xu You.

As an old friend, it is ok to be informal once in a while, but in private. In front of everyone, leaders should consider their prestige and image. Calling leaders nicknames in public will only be considered disrespectful by leaders. Despise leaders, and naturally they will not be treated well by them. Therefore, Xu You's tragedy is inevitable.

guide to action

Even the most enlightened boss wants to be respected by his subordinates. The boss is always the boss. No matter how close your relationship with your boss is, it doesn't mean that you can have no respect and compliment to him. If you show disdain for your boss on some occasions, it will only arouse his anger and make him bear a grudge against you.

Subordinates must know that at all times, you should maintain respect for leaders. If you can maintain your boss's prestige and image everywhere, and think of your boss everywhere, your boss will definitely feel it and will eventually be moved by your loyalty. Even if you find your boss's mistakes at work, you can't point them out directly in public without mercy.

Under normal circumstances, we all hope that leaders can help their subordinates out, which is almost human nature In fact, for leaders and subordinates, job support is mutual and reciprocal. Leaders who are in the focus of work contradictions also expect their subordinates to help themselves at critical moments, but the psychological needs of leaders are easily exposed for various reasons. As a subordinate, being good at rescuing leaders and putting on a good show can not only gain more appreciation and trust from leaders, but also improve their working ability.

Everyone loves face, especially when they are leaders. Embarrassment in public is very frustrating, especially in front of subordinates. At this time, as a subordinate, it is necessary to stand up and help the leader to make a circle and ease the embarrassing atmosphere. The leader will also be grateful to such a subordinate. On the contrary, when the leader is embarrassed, the subordinates not only don't help the leader out, but just want to get out by themselves, so you won't spend too long working in front of the leader. Even if the boss is wrong about you because of confusion and anxiety at work, you have to blame yourself. Don't contradict the boss in front of everyone, let alone talk back and let him down. For subordinates, you should take responsibility for the time being. Once the boss finds out that he has wronged you, he will naturally compensate you for your humiliation. If the subordinates embarrass the leader because they are afraid of taking responsibility or winking, it is strange that the leader is not angry!

In addition, respecting the boss's opinions and conscientiously implementing the completed resolutions is also a form of maintaining the boss's prestige in front of people. When the boss comes to you to discuss the problem, you should put forward your own views without reservation. If the boss has a different opinion, you should respect the boss's opinion. If it is a resolution that has already been made, you can only keep your own opinions and unswervingly implement the resolution at this time.