How to chat with customers to find topics

How to chat with customers to find topics

How to chat with customers to find a topic? As a salesperson or service provider, daily communication with customers is essential. If you want to do a good job, you must improve your communication skills and language skills, so let's learn how to chat with customers to find topics.

How to chat with customers to find a topic 1 First of all, 1 Pay attention to the address of customers.

When the customer enters the door, the sentence 1 said by the salesperson and the customer must be the customer's address. Different regions have different cultural characteristics and naturally have different address habits.

For example, in the north, especially in the northeast, salespeople generally like to address customers as "grandpa, aunt, sister, brother, younger brother, sister" and so on, while in the south, this kind of address will be relatively rare, and the south generally likes to address customers as "boss, uncle, aunt, handsome boy and beautiful girl".

Some appellations must be used with caution, such as "Miss", sometimes it is easy to be scolded.

Second, judge a book by its cover.

Nowadays, more and more people think it is impolite to judge a person by his appearance, but as a salesperson, you must be good at observing words and feelings, but you must never belittle any customer because of "judging a person by his appearance", which will make you miss business.

A good way to use "judge a book by its cover" in sales is to guide customers to spend more according to their temperament, clothes and cars.

For example:

If you sell women's shoes, and the customer takes a fancy to a pair of shoes around 200 yuan, then you can say to the customer, "Beauty, you have such a good temperament and wear such high-grade clothes. I will give you a pair of shoes that are more in line with your temperament, so that you can add icing on the cake and better set off your overall noble temperament. "

Then you can show your customers the strength of a pair of 1000~2000 yuan. You have brought your customers to this level, and with proper sales skills, even if they don't choose shoes with a price of 2,000 yuan in the end, they won't buy those shoes from 200 yuan.

"Judge a person by his appearance", when selling, only target at those customers who are better dressed, but you must not belittle a customer just because he is casually dressed. We often see such news on the Internet: In some areas of Guangdong, an uncle wearing a white vest, gray trousers and black sandals is talking about millions of big deals with others.

The principle of "judge a person by his appearance" is to take only the top, not the bottom.

Third, how can we develop more repeat customers?

In terms of sales, if you want to achieve higher performance, then you need to work hard in the following three aspects.

1。 More customers.

2。 The unit price is higher.

3。 Buy more.

No matter what kind of sales you do, if you want to make more achievements, all your work is centered on these three aspects, and the third point here is to develop more repeat customers.

Then we have to think about a question, why do customers choose to buy again and again? What reason do we have to attract customers to become repeat customers? I think it is nothing more than three factors:

1。 product

If your products are cheap and good, and customers like them, then customers will definitely be willing to buy them again when they need them last time.

2。 service

Customers choose to buy your products, in addition to the product itself, that is, you can provide better services to customers.

3。 profit

When we formulate sales strategy, in order to develop more repeat customers and make customers get certain benefits when they buy repeatedly, then customers are naturally more willing to do so.

For example, after a customer buys a bill in your store, you can give the customer a coupon and tell them that they can use it next time. You can also tell the customer that if the customer introduces another customer to buy it.

Then the customer and the customer he introduced can enjoy certain discounts at the same time, so that you can split more customers for your store.

However, when we formulate our sales strategy, we must pay attention to the fact that the concessions given to customers are real, instead of playing some empty tricks, which will easily backfire and lose old customers.

How to chat with customers to find a topic 2. What "topics" can you talk to customers?

A interpersonal expert said: If you can talk to anyone for 10 minutes continuously and keep the other person interested, you are a good communicator. Interpersonal communication skills (communication skills) are the basic skills of sales communication and the key work to be carried out in the early stage of communication.

When using interpersonal skills, it is often necessary to talk about some topics of common interest or benefit. This paper gives some suggestions:

1, we should keep some common topics.

When visiting customers, chat as a warm-up for formal conversation. For example, when a conversation begins, we might as well talk about a light topic like "weather" first. Therefore, in addition to the topics we care about and are interested in, we also need to reserve some topics that we can chat with our customers (such as children's education, shopping experience, getting along with husband and wife, socialization, family arrangement, sports, entertainment, hot news, philosophy, religion, art, etc.). ).

2. Pay attention to avoiding the topic.

Don't be an expert on what you don't know; Don't brag about your achievements (such as personal achievements, your wealth, your son's extraordinary intelligence, etc.). ) to strangers; Don't talk about other people's failures, defects and privacy in public; Don't talk about controversial topics; Don't complain and grumble everywhere.

3. It is best to choose the topic based on local materials.

That is to say, we can find a topic according to the environment at that time, and we can also learn some familiar and interesting questions from each other.

Tips:

The choice of chat topics is only to win the interest and goodwill of customers, which reflects our communication ability.

In the first 3 minutes or 30 seconds of communication with customers, there are many ways to establish a good relationship. The "six knives of interpersonal skills" proposed in the course of Mobile Sales can be used for reference:

A positive attitude (smile, sunshine, humor, etc. );

Sincere praise;

Customer-centered (not self-centered);

Handle properly;

Interest (showing interest/talking about topics of common interest);

Listening (understanding each other by asking questions and listening carefully is the most important interpersonal communication skill).

How to chat with customers and find topics 3 How to find topics to chat with customers?

1, story topic, through continuous storytelling, you can attract customers' attention, and you won't feel that you have come with a purpose. As a friend, customers are still willing to talk to you more.

2, learn to give examples, in the process of chatting, in order to confirm the authenticity of your words, you can verify your statement through examples, so that customers feel that you are very experienced and increase some credibility.

3. For example, some functional features that customers don't understand can be described more vividly by analogy, so that customers can deepen their impression of the product.

4. Figures prove strength. By pushing data, you can prove the strength of your product, and at the same time let customers know the market and value of the product.

5. Make a comparison, prove the strength of your product by comparing with the same industry, and let customers know that you are really considering for customers by comparing in all aspects.

6. In the process of chatting with customers, be sure to be sincere. Customers will never like glib salesmen, which will give people a very unsafe feeling. Only by constantly proving your sincerity can you impress customers.

Practical methods of hitting on customers

1, the weather cuts in. When we meet for the first time, if we really can't find a topic, we can start with the weather, for example, the weather is good/bad today, which causes empathy, so that customers will be willing to start chatting with you and relax their vigilance.

2, help cut in, when the customer consultation, give the customer some constructive advice, let the customer feel that you are on his side, rather than close to yourself with a purpose, naturally you will relax your vigilance.

3, praise cut-in, everyone will have this kind of psychology, everyone likes to praise themselves, praise your customers appropriately, and make customers feel that you are the same kind, and naturally they will be willing to talk to you more.

4, share the cut-in, let customers share their joy, so that customers can not only forget the sales identity for the first time, but also confide in you in a pleasant chat.

5. Compliment your partner. If the customer does not come to the store alone, his partner will also play a leading role. At this time, a compliment will make his partner warm up first, and at the same time, you are half successful.

6. Praise the elders' law. If elders and customers come together, we all know the opinions of elders, and customers should listen to them most. We should start from the standpoint of our elders first, so as to keep our success.

Talking skills of salesmen to avoid customer rejection

1, the salesman is a stranger to the customer. Take the initiative to approach customers, first of all, let customers "open the door" for themselves and break through their psychological defense. The success of approaching the customer for the first time directly determines whether the transaction is reached. Salespeople should start with appropriate and popular topics and maintain respect for customers.

2. Win the favor of customers. Generally speaking, there are many ways to win the favor of customers. For customers, as long as appropriate compliments can open their hearts. After all, we live in a very unsafe social environment.

Some salesmen find it difficult to compliment customers, not because customers have nothing to compliment, nor because salesmen are honest people, but because they have not found beautiful eyes. Praise customers, we must find that customers have something worthy of praise; There must be such a place, but the salesman is hard to find.

3. Be prepared to be rejected. It is an unchangeable truth in the field of promotion that promotion begins with rejection. Salespeople must be prepared to be rejected, and don't hesitate to answer customers' questions; Don't be shy when persuading customers. We should convince each other with facts and confidence and finally reach a deal.

4. Use enthusiasm to influence each other. Everyone likes enthusiastic people and is willing to associate with them. Salespeople use their enthusiasm to influence customers, which can often make customers unconsciously eliminate the excuse of refusal. After all, convincing people with reason is not the best policy, but moving talents with emotion is the best policy. Because the most critical link in the sales promotion industry is to communicate with customers.

Speech skills of telemarketers

1. Don't speak too fast or too slow. It may be because of long-term work, because telemarketing is a fast-paced job, and most telemarketers talk too fast.

Talking too fast is easy for customers to hear clearly. Telesalesmen should have the ability to control the speed of speech. In general, it is appropriate to keep the speech speed at 120 words ~ 140 words/minute. Of course, if you can adjust your speaking speed according to the customer's speaking speed, so much the better.

2, clarity, telephone sales staff to pronunciation standards, clear words, so that customers can easily hear what they say on the phone.

Every time my company recruits a new telemarketer, it will ask the other party to simulate the process of making a phone call on the spot, mainly to check whether the other party's language expression is vague and fluent in Mandarin, because clear expression is the most basic requirement for a telemarketer.

3. Tone, tone is a barometer of the inner attitude of telemarketers. The tone requirements of telemarketers are: peace and passion, patience and love, and no impatience.

I often meet this kind of customer, but I didn't hear it clearly the first time, and I didn't hear it clearly the second time and the third time. At this time, the telemarketing explained once, and the tone was ok, and the second time was ok. When I explained it for the third time, I could clearly hear the impatient tone. At this time, I will definitely think, "How stupid are you? I have told you three times, and you still don't know. "

As soon as this tone comes out, the result is to scare away customers.

4, the tone should not be strange, to be natural, must have rhythm. The timbre should be divided into high, medium and low, which should be varied and not too mechanized.

Some telemarketers always speak in the same tone to all customers, just like playing on a tape recorder, lacking in change, so their language is also lacking in vitality. I have listened to many training courses for trainers, and I always speak in a tone. As a result, all the students under the stage were sleepy.

Crosstalk actor Jiang Kun once said a cross talk. He described the classic songs like this: "In the beginning, the classic songs were like walking on a flat ground with a flat tone, and then they began to climb up, and the tone went up. When they climbed to the highest point, they suddenly went down and their tone plummeted. Finally, they did a few somersaults and followed the tone several times. "

After this kind of singing, it is simply "lingering for three days." As telemarketing is a sound art, telemarketers must strive to cultivate their own intonation.

5, rhythm, is just the right pause, so that they have time to feel the feeling of conversation, but also give customers a chance to participate in the conversation, most telemarketers will make a mistake: just talk to themselves, and then hang up. Smart telemarketers can decide their own rhythm according to the rhythm of customers' language.

So that the whole conversation was very speculative and tacit. Generally speaking, it is better to pause for a second or two every two sentences. The author's company has a telemarketer named Tong Tong, who is eloquent and eloquent. Everyone agrees that her eloquence is good, but her performance is always unsatisfactory. She is also very upset. I don't know what the problem is.

Later, the author gave her a suggestion with only two words: "Shut up". Although it is ugly, it has a great influence on her mind. Later, whenever she wanted to make a "speech", she would forcibly restrain herself, so she made some achievements one after another.

6, the volume, is the size of the sound, the volume should not be too big, moderate, telephone sales staff are working indoors, if the volume is too big, it will inevitably affect the work of colleagues around, so if the customer says that he can't hear clearly, we will try to make another appointment to contact.

At the same time, the turnover can reflect the quality of a telemarketer. Too high a volume is easy to give people the feeling of lack of self-restraint, while too low a volume will give people the impression of lack of self-confidence.