Speaking skills: speak into the hearts of customers

Speaking skills: speaking into the hearts of customers

Whether a salesman is successful does not depend on how fluently he speaks or how wonderful his expression is, but on whether he is good at speaking into the hearts of customers. That is, whether he sincerely considers the problem from the customer's perspective.

One sentence to make people laugh

A customer picked a tie worth 100 yuan. Just when he was about to pay the bill, the salesperson Chen Fei asked with concern: Sir, what do you plan to do? What kind of suit should I wear with this beautiful tie?

I think my black suit goes well with me.

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

Okay, the tie you got is really nice, I want it too.

Don’t you want to pair that beautiful tie with a shirt that’s equally beautiful and suits you?

Yes, I was looking to buy some dark blue shirts, but I didn’t see the color I liked in your store.

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

Okay, but you took a little too much. I only want two pieces. You can put the others away.

Chen Fei cleverly turned a 100-yuan business into a 650-yuan business. His brilliance lies in that during the entire sales process, he always starts from the customer's dressing point of view. He is definitely a well-trained and qualified salesman.

One sentence makes people jump.

Xiao Zhang went to buy leather shoes and saw a pair of good shoes. He stopped and took a closer look. At this time, the salesperson came and greeted him warmly. Xiao Zhang asked about the price and found that it was a bit expensive. He was a little hesitant.

At this time, the salesperson asked him to take off his shoes and try them on. Xiao Zhang was embarrassed to take off his shoes because his socks had a hole, but he still took them off to try them on.

As a result, as soon as he took off his shoes, he heard the salesperson say: Oh, your socks are torn, just in time, we buy one and get one free, buy a pair of shoes and get a pair of socks for free!

Xiao Zhang was embarrassed at first, but after hearing this, he blushed and said: Forget it, I won’t buy them, these shoes are too expensive.

Some sales staff like to say to customers: Your fault, buy this one from me, I guarantee your satisfaction! In this sentence, your bad is the word of criticism. Directly criticizing customers' shortcomings can easily arouse customer resentment.

Action Guide

As the saying goes: when you meet a close friend, you drink too little and you drink too much. This sentence tells us that only by speaking to the other person's heart can we win the other person's favor. This is especially true when doing business. To win the trust of customers, the choice of language is crucial.

The most important thing in order to reach the hearts of customers is that you must always start from the customer's standpoint and always think about the customer. You must at least do the following: (1) Praise customers appropriately. Explicit compliments can make both parties feel unhappy, and flatterers are often looked down upon, but well-chosen compliments or compliments that come from the bottom of your heart will definitely make the other person happy.

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

When talking to customers, as long as it is a well-worded compliment, you can say it boldly and praise the customer himself, such as his appearance, physique, character, character, interests and hobbies, etc. You can praise the people in the other person's family, the employees of the other person's company, the layout and decoration of the store, the development of the company, etc.

(2) Do not hurt customers’ self-esteem at any time. There are many guests, and their personalities vary greatly, but everyone is concerned about face and is afraid of having their shortcomings pointed out.

Especially those who are sensitive are afraid of avoiding ridicule. How could they do business with someone who ridicules them? Therefore, smart businessmen must learn to avoid talking about customers' shortcomings, learn to turn a blind eye and not hear. Don't embarrass your customers, but make them feel happy. If you speak like this, your customers will be satisfied.

In life, some people often hurt the self-esteem of others because of their inappropriate choice of words, thus worsening the relationship between the two parties.

This situation often happens in our daily life. Although the speaker does not mean any harm, the other person feels insulted, ridiculed, and made fun of. This is mainly because the speaker does not consider the words when speaking and does not pay attention to the wording.

Therefore, when we talk to customers, we must always consider: What should I say without hurting the other person's self-esteem?

For example, if you visit a store and there are no customers coming to the store at that time, in this case, if you joke and say: Oops, why is it so quiet that it seems like it is going to close down? Or: Is this place haunted? Why can't you see a living person? Although you are joking, the other person will sound very uncomfortable. He will think that you mean to ask his store to close early. Then how can he like you? At this time, you'd better say: It's rare that you have time. I think there will be a lot of customers in the afternoon, and you will be busy then! The other party may be worried about no customers coming to the door. After listening to your words, they will naturally feel much better.

Therefore, you must learn to consider the other party's situation and don't develop the bad habit of talking nonsense from your own standpoint.

(3) Say things that suit the customer’s taste. There are all kinds of customers among the customers, some are willful, some are short-tempered, some like to lose their temper, and some speak in catchy ways. Doing business requires dealing with all kinds of people, so you need to learn to talk to people. If you always talk in your own fixed tone, you won't be able to talk to everyone, and it will be difficult to expand more business.

For example, when discussing business with professionals, you can appropriately introduce some professional terms and use a tone of asking for advice. However, when introducing products to ordinary customers, you should use more popular language instead of using too many professional terms, because consumers do not understand professional terms at all, and too professional language will keep people away. He may have originally wanted to buy it, but after listening to these very professional introductions, he may feel fearful and troublesome, so he did not buy it.

Therefore, when talking to customers, you must constantly observe the customer's reaction, check whether your words are appropriate, make timely decisions, and use appropriate words to make the conversation proceed smoothly. These may seem difficult, but in fact, as long as you put your mind to it, anyone can do it. As long as you practice more, you will be able to deal with any customer.

(4) Grasp the tone and propriety of speaking. From ancient times to the present, melon sellers have been saying that their melons are sweet. Salespeople should be careful not to exaggerate when praising their products. When talking to customers, use a consultative tone, and do not use words to question the customer, because questioning the other party often makes the other party feel that you are accusing him of his mistakes, which can easily arouse the other party's resentment. Moreover, if you ask questions when customers are hesitant, customers will often make a negative choice. Speaking skills: Use tactful criticism and matters

Speaking skills: Use tactful criticism and matters

Speech between colleagues

1. Use tactful criticism and matters

Onlookers know clearly, but those in authority are confused. Among colleagues, it is necessary to give some advice or timely criticism to those in authority, but you must pay attention to the way and occasion of speaking, otherwise you will be self-defeating and do bad things with good intentions.

Make people laugh with one sentence

Dong Qing is the manager’s secretary. He is beautiful and smart, but he speaks too bluntly, so it always makes people feel uncomfortable. Once, when Wei Xin was chatting with her, he corrected this shortcoming of hers.

Miss Dong, the dress you are wearing today is so beautiful. No wonder the young men in our building can’t take their eyes off you when they see you.

Dong Qing smiled: It’s not that exaggerated!

Whoever can marry a beautiful girl like you is truly blessed in his previous life.

Actually, I have quite a few shortcomings, but you 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 are very active in your work. I should learn from you. These are your advantages.

Well, I am quite confident about this. Miss Dong replied with satisfaction.

When you talk to your friends, you are always very straightforward. Everyone understands you, and that's okay. However, your company's customers and strangers don't know you. Therefore, when you interact with them, it would be better if your tone of voice can be more tactful.

You are right. Sometimes I feel that speaking too bluntly to others may make people uncomfortable. I will pay attention to it in the future. Thank you for reminding me.

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

One sentence makes people jump

On the first day Xia Hong came to the company, the company worked overtime. However, what surprised her was that when she was about to get off work, her boss offered to reward her. Everyone, go to KTV and relax. Xia Hong and her colleagues are very happy about their boss's wisdom.

After entering the private room, Xia Hong chose a sofa closer to herself and sat down. When the boss came in, he found that the comfortable sofa had been occupied, so he casually sat on the chair next to Xia Hong. Half an hour later, the boss left. What Xia Hong didn't expect was that the joyful atmosphere in the room also followed her boss. The air became suffocating, and she knew it wasn't the lack of air circulation in the room.

A colleague educated Xia Hong emotionally: Why are you like 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 reprimanded like this, especially today is her first day at work, and she is still in front of so many people. Her tears of grievance flowed out.

The original intention of this colleague who bravely stood up to educate Xia Hong may be to use the topic, hoping to use examples to help Xia Hong understand how to get along better with other people. However, because of his inappropriate way of speaking and failure to consider the other party's specific situation, it not only embarrassed Xia Hong, but also undoubtedly ruined the festive atmosphere, adding a bit of gray to future interactions in the office.

Action Guide

In our interpersonal communication, we will always find mistakes or shortcomings in others. Bystanders know clearly, but the authorities are confused. This is the truth. In your interactions with colleagues, you may have some opinions about them, but even if your opinions are completely correct, you must consider the specific situation and express your opinions or criticisms tactfully, so that you can maintain the good relationship between you. relation. Especially when you meet colleagues with higher seniority and qualifications, you should not point out their shortcomings directly to avoid making them unhappy. You can use polite persuasion to let them know that you don't appreciate his behavior or attitude.

A common mistake that many people make in the workplace is to speak too bluntly, too harshly or intensely. This will only produce adverse effects, not only defeating the original intention of well-intentioned persuasion, but may also lead to resentment from others and cause harm to others. Bring unnecessary trouble to yourself.

If you find that your relationship with a colleague is tense, you should reflect on whether you speak appropriately. If the relationship between colleagues is tense because you don't pay attention to the way you speak, you should consider making self-adjustments to overcome the problem of being too straightforward. Everyone loves to save face and like to hear compliments. You might as well think about the other person and don’t just speak your mind. Even well-intentioned criticism will hurt the other person and may cause misunderstanding and resentment.

You must pay attention to the method when criticizing others. A safer method is to start with praise before pointing out the shortcomings of others, or to praise after pointing out the shortcomings. This method makes people feel friendly, can ease the atmosphere, and makes the person being criticized less embarrassed.

You also need to pay attention to the occasion when criticizing. Try not to criticize in public. Instead, point out the shortcomings of others in private. This can save others' face and make it easier for others to accept your criticism or suggestions.

If you just want to give advice to your colleagues, then you might as well turn your criticism into encouragement, which will have a better effect. While your colleagues are grateful to you, they will also take the initiative to correct their shortcomings.

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

Zhang Mei, you should be solely responsible for this mistake at work. When the time comes, don’t shirk it in front of your supervisor and put all the blame on us!

If you often criticize your colleagues in this way, your interpersonal relationships will be tense. If you 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 very hard. Although our team did not achieve the expected goals this time, your performance is still remarkable. Keep up the good work!

Zhang Mei, this mistake at work is not entirely your responsibility, we should also bear part of it. Everyone should reflect on their work and not make the same mistakes again!

At work, even if you are dissatisfied with your colleagues, you still have to be with them emotionally and never distance yourself from them. When you learn to turn criticism of your colleagues into encouragement, your verbal expression skills will be greatly improved, and at the same time, your interpersonal relationships in the workplace will be more harmonious. 10 tips to teach you how to improve conversation skills, what are the speaking skills, and how to master speaking skills

10 tips to teach you how to improve conversation skills, what are the speaking skills, and how to master speaking skills

I’m not saying simply put down your phone, tablet, car keys, or everything else in your hands. I mean, be in the moment, be in the conversation.

Don’t think about the argument you had with your boss or what you had for dinner. If you want to stop talking, just stop. Don't be in Cao's camp and your heart is in Han.

2. Don’t be a teacher

If you want to express your opinions without leaving any opportunity for people to respond, argue or refute, write a blog. There's a good reason why expert preaching isn't allowed in conversations: it's boring.

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

You need to enter into every interaction with the assumption that you can learn something.

The famous psychotherapist M. Scott Pike said: True listening requires putting yourself aside; sometimes, that means putting your personal opinions aside.

Feeling this acceptance, the person talking will become less vulnerable and sensitive, and more and more likely to open up his or her inner world and present it to the listener.

Again, assume you will learn something new during this conversation.

Bill Nye said: There is something you don’t know about every person you are going to meet.

Let me rephrase this: everyone is an expert in something. (When three people travel together, there must be one teacher.)

3. Use open-ended questions

Regarding this, please refer to the reporter’s interview questioning method: who, what, when, Where, why or how to start asking questions.

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

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

Were you angry at the time?

Yes, I was very angry.

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

Try asking the other person: What does that look like? how are you feeling?

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

4. Express immediate thoughts naturally

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

We often hear the guest in the interview speak for a few minutes, and then the host turns back to ask questions. It seems like this question comes from somewhere or has already been answered. This shows that the host may not have been listening two minutes ago, because he thought of this very clever question and was thinking about asking it.

We will do the same. When we're sitting with someone talking, we might suddenly remember that chance encounter with Hugh Jackman in a coffee shop, and then we stop listening. Stories and ideas will always come to you. Even if you can't stop them, don't let them linger in your mind too much. Ask them out.

5. Knowing is knowing, not knowing is not knowing

People on radio programs, especially National Public Radio (NpR), know very well that their conversations will be broadcast go out. So they will be more careful about the areas in which they claim expertise and what they say with certainty.

Learn to do this: be careful in your words and actions.

Talking should be responsible behavior.

6. Don’t compare your own experience with others

If the other person talks about losing a family member, don’t start talking about the loss of your family; if the other person is talking about work problems, bother, don't tell them how much you hate your job.

This is different and will never be the same.

Every experience is unique.

And, more importantly, this isn't about you.

You don’t need to prove how capable you are or how much pain you have endured at this moment.

Someone once asked Stephen Hawking what his IQ was, and he replied: I don't know. Anyone who brags about their IQ is a loser.

Conversation is not about selling yourself.

7. Try not to repeat yourself.

This is pushy and boring, but we do it easily, especially in work interactions or conversations with our children.

We wanted to make a point, so we kept saying it in different ways. Don't do this.

8. Don’t get hung up on the details

To put it bluntly, no one cares about the year, name, date, etc. No one else cares about the details you are trying to recall in your mind.

What they care about is you. They care about who you are and what they have in common with you.

So forget about the details. Leave them alone.

9. Listen carefully

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

Buddha said: If you don’t stop talking, you won’t learn anything. Calvin Coolidge once said: No one was ever fired for hearing too much.

Why are we unwilling to listen to each other?

First, we prefer to say. As I speak, I am in control. I don't have to listen to anything I'm not interested in, I'm the center of attention and I can reinforce my identity.

But there’s another reason: we get disrupted. The average person can speak 225 words per minute, but can listen to 500 words per minute. So our brains are occupied with these other 275 words.

I know it takes a lot of energy to really pay attention to what others are saying. But if you don't, you're not having a conversation. You are just two people in the same place shouting unrelated things to each other.

You must listen to each other.

Stephen Covey has a wonderful discussion of this. He said: Most of us don't listen to understand. We listen in order to respond.

10. Be concise and to the point

A good conversation is like the right miniskirt: short enough to be attractive but long enough to cover the point. My sister's metaphor.

All of this boils down to the same concept: taking an interest in other people.

I grew up with a famous grandpa, a house full of guests, and visitors who would come and talk to my grandparents. And after those people left, my mother would come over to us and say: Do you know who that is? She was the runner-up of Miss America, he was the mayor of Sacramento, she won the Pulitzer Prize, and he was a Russian ballet dancer.

As I grew up, I learned that everyone has something wonderful that no one knows.

Honestly, I think it's made me a better presenter.

I try to talk as little as possible, but keep my mind open, and always be prepared to be surprised, and I've really never been disappointed.

You can also do this, go out, talk to others, and listen to others.

And most importantly: prepare to be surprised. Speaking skills: Maintain the leader's prestige in front of others

Speaking skills: Maintain the leader's prestige in front of others

1. Maintain the leader's prestige in front of others

A person's face is like a tree's Pi, especially as a leader. As a subordinate, you should always think of maintaining the authority of the leader.

Make people laugh with one sentence

A company recruited a group of new employees, and the boss took the time to meet with these employees. He called the new employees one by one according to the employee name list to get to know them.

Huang Ye(hua). the boss shouted with a smile. The whole place was silent and no one answered.

The boss read it again.

At this time, an employee stood up and timidly said to the boss: Mr. Yang, my name is Huang Ye (y), not Huang Ye (hua).

There was a low laugh from the crowd.

The boss’s smiling face disappeared and his expression was a bit unnatural.

At this time, a young man suddenly stood up and explained: Mr. Yang, please forgive me, I am a new typist, and I typed my name wrong.

Too sloppy, please pay attention next time. The boss waved his hand and continued reading.

Shortly thereafter, the typist was promoted to deputy manager of production.

The boss made a stupid mistake in public, causing a low laugh from the crowd. At this time, the typist took the initiative to resolve the boss's embarrassment and prevent the boss's low-level mistake from becoming a joke among everyone. Naturally, he won the boss's gratitude and trust, and it was reasonable for him to be promoted.

One sentence can make people jump.

Xu You was a counselor during the Three Kingdoms period and was very close to Cao Cao since childhood. During the Battle of Guandu, after Xu You betrayed Yuan Shao and went to Cao Cao, he suggested that Cao Cao attack Wuchao secretly, giving Cao Cao a complete victory. Later, Cao Cao also had Xu You's contribution in capturing Jizhou. Xu You was so arrogant and proud of himself that he had known Cao Cao since childhood. He often made jokes about Cao Cao and even called Cao Cao by his nickname. He did not know how to restrain himself in formal occasions.

At a party, Xu You said to Cao Cao: Ah Hao, if it weren't for me, how could you be where you are today!

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

Later, Xu You led his entourage out of the east gate of Ye City and proudly said to his followers: Without me, the Cao family would not have been able to enter or exit this gate.

When these words reached Cao Cao's ears, Cao Cao finally couldn't bear it anymore and quickly found an excuse to kill Xu You.

As old friends, it’s okay to be informal from time to time, but only in private settings. In front of everyone, leaders must consider their own prestige and image. Calling leaders by nicknames in public will only be considered disrespectful by the leaders. If you despise the leader, you will naturally not be treated well by the leader. In this way, Xu You's tragedy is inevitable.

Action Guide

Even the most liberal boss wants the respect of his subordinates. The boss is always the boss. No matter how close the relationship between you and your boss is, it does not mean that you can have no respect and compliments for him. If you reveal your disdain for your boss on some occasions, it will only arouse your boss's anger and make him resent you.

Subordinates must know that you should maintain respect for your leader at all times. If you can maintain your boss's prestige and image at all times and think about your boss at all times, 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 cannot point them out directly in public without mercy.

Under normal circumstances, we all hope that leaders can help their subordinates get out of trouble. This is almost human nature.

In fact, for leaders and subordinates, support at work is mutual and reciprocal. Leaders who are at the focus of work conflicts also hope that subordinates can rescue themselves at critical moments. However, the psychological needs of leaders are limited due to various reasons. The reason cannot be easily exposed. As a subordinate, if you are good at resolving situations for the leader, you will not only gain more appreciation and trust from the leader, but also improve your work ability.

Everyone loves face, especially those who are leaders. It is very frustrating to be embarrassed in public situations, especially in front of subordinates. At this time, as a subordinate, you must stand up, help the leader smooth things over, and ease the awkward atmosphere. The leader will also be grateful to such subordinates. On the contrary, when the leader encounters embarrassment, the subordinates not only do not help the leader to get out of the situation, but only want to get out of the situation, then you will not work in front of this leader for too long, even if the boss is confused and anxious at work and makes mistakes. You must also blame yourself. You must not refute your boss in front of everyone, let alone retort and make your boss unable to step down. For subordinates, you should temporarily take responsibility at this time. Once your boss finds out that he wrongly blamed you, he will naturally compensate you for your humiliation. If the subordinates embarrass the leader because they are afraid of taking responsibility or are indifferent, it would be strange if the leader does not get angry!

In addition, respecting the opinions of your boss and conscientiously implementing completed resolutions is also a way of maintaining your boss's prestige in front of others. When your boss comes to discuss a problem with you, you must express your opinions without reservation. If your boss has a different point of view, you must respect his opinion. If it is a decision that has already been made, even if you have different opinions, you can only do it at this time. Keep your opinions to yourself and implement resolutions unswervingly.