What should I say and how to communicate when I meet a customer for the first time?

Customers have a certain level of knowledge, that is to say, the cultural quality is relatively high, and they can think calmly and observe designers calmly. They can find clues and sincerity from the words and deeds of designers. They are like a talented audience watching a play, and the slightest mistake of the actors can't escape their eyes. Their eyes look empty, and sometimes they give off a cold light, which always gives designers a sense of oppression.

Some customers hate hypocrisy and affectation, and they want someone to understand them, which is the target that designers should attack. Most of them are cold and serious. Although they will greet the designers after meeting, they all look very cold, without any heat or spring breeze.

Some customers are skeptical of designers. When the designer explained the scheme, he seemed absent-minded. In fact, they are listening carefully, carefully observing the actions of designers and thinking about the credibility of these explanations. At the same time, they are also thinking about whether the designer is sincere and enthusiastic, whether he is playing tricks on him, and whether the designer is trustworthy.

These customers are more confident in their own judgment. Once they decide the credibility of the designer, it also determines the success or failure of the transaction. In other words, what is sold to these customers is not the decoration itself, but the designer. If customers think that you are sincere to him and can make friends with him, they will give it to you wholeheartedly and the transaction will be successful; But if they confirm that you are man-made, they will look down on you, interrupt you immediately, turn around and leave, and there is no room for discussion.

Most of these customers have correct judgments. Even if some designers are timid, they are sincere and enthusiastic, and they will do business with you.

Therefore, studying customer psychology is a necessary way to let you know what to do at work. Let's analyze it and see if we can do it and understand it.

The client is not an expert.

We should be full of confidence in the negotiations-self-confidence. Your confidence will make customers think you can do it. When you are uncertain or hesitant, your impression will be greatly reduced! This is a necessary condition to prevent rejection by customers. If you make a mistake, you should either take the initiative to admit your slip of the tongue or stick to it. Don't let the customer find your mistake, otherwise he is an expert and you are nothing ... The customer needs something from you.

When customers consult, our staff often answer customers' constant questions mechanically, which is often the best way for our designers to lose customers.

The vast majority of customers we face are almost amateurs who know nothing about the home improvement industry. If designers want to convince customers as soon as possible, they must know their consumption psychology in detail and be good at guiding their consumption psychology, so as to use their immature consumption psychology to achieve good marketing purposes.

To understand the consumer psychology of customers, I think we should first understand the purpose of customer consultation.

Yes So, what is the purpose of customers coming to consult? If you are a layman, you must know little about home improvement. Then facing the designer, I can only ask some hearsay questions that I can think of. If the designer answers these questions mechanically by asking and answering questions (this is a very serious mistake! ), then, when you can't ask more questions, the consultation time is over. Almost all the consultations that ended quickly were for this reason, and almost all the consultations that ended for this reason ended in failure. If our designer can "answer one question, ten answers or even one question, twenty answers or even thirty answers", then this designer will also create a successful consulting model.

Please remember and deeply understand this sentence: "You are a professional designer, don't let customers design you!" " This is the principle that designers must follow when answering customers' inquiries.

In a word, if you follow the basic principle of "always taking the initiative" when answering customers' inquiries, you will certainly find a new way in the ever-changing home improvement market.

2. What kind of service do customers need?

Customers need services when they come to the company. What kind of service do they need? We should consider the problem from the customer's point of view and understand the focus of customer demand, design, construction or price. Then work from the customer's point of view.

If you are a pure amateur home improvement consumer, how will you make home improvement consumption?

I think you are probably like a customer, asking the designer first, and then consulting from door to door; What about your consumption psychology when you feel exhausted and have no energy to ask further questions?

The wonder of empathy lies in role exchange, which enables people to put themselves in others' shoes. If I am a consumer preparing for home decoration, the first thing to consider is the use of funds. Then, I will consider whether the quality of the project can be guaranteed, and then, I will also consider the design problem. This is the standard way of thinking of home improvement consumers. Because of my limited financial resources, I pay great attention to the total project budget quoted by the designer, but also pay attention to the construction quality; This leads to a contradiction: under the realistic condition that the investment in the home improvement industry completely restricts the construction quality, how to complete the home improvement project with good quality and quantity without increasing capital investment?

If I were a designer, I would rank all the needs of customers in order of importance, namely: 1, service 2, quality; 3. price; 4. Design effect.

Knowing the real consumption demand of customers, designers should have corresponding marketing strategies.

3. How do we give it to our customers?

The more customers want, we should know, but we shouldn't give them all your things. This is too transparent and easy to get for customers. We think your work is simple and worthless, but we can't give it anything. So we can grasp the temperature through different customers. Treat your girlfriend and wife in the same way.

4. What kind of designers do customers like to deal with?

Image, skill and eloquence are all important, but honesty is what everyone expects, and it is more important for customers to feel your honesty than anything else. The way to success is not how well you do it, but that customers trust you. Even if you make some mistakes.

Everyone needs intimate friends. On the one hand, having a * * * voice with them is the key to becoming friends.

5. Conditions for the customer to sign a contract with you

This is not to say that we have met customers' expectations, but that we have met customers' expectations and paid more than all our competitors. Therefore, in terms of service, communication, design ability, construction, etc., we must do our best to do our best, and failure is not as good as people. When we spend time and labor, our competitors will try their best to conquer our customers. When we pay for our service again, we should consider how others do it and further strengthen our service. This is the hardest thing for us designers to do, but it is also necessary. We designers are very tired, but this is our job. When you are full of complaints, others are innovating.

6. When do customers need communication time?

Come up with a plan as soon as possible after receiving the customer, preferably as soon as possible. When you are still impressed in the customer's mind, when your opponent has not met him, we can leave a deeper impression in the customer's mind. On the contrary, when a customer contacts several rivals in a few days, he loses his impression of you, and you will lose this customer. Although you may have appointed a time for the conversation, when you carefully design it, the sooner the better.

7. What does it mean for customers to be late?

If you have an appointment with a client to meet at the company at 10: 30 in the morning, but he doesn't come in the morning, just say that he is busy with other things after the call and come back in the afternoon. First of all, our designer can't be late under any circumstances, especially for customers who haven't signed a contract. It's normal for him to be late because you want something from him. ..... So when we talk about customers, we try our best to exert our communication level and attract more people, which is time-consuming and laborious. Friends communicate, and we face customers with a woman's mentality.

8. Is the customer really satisfied?

When a customer says that you are all right and the price is ok, we should be wary of when he says that he will definitely let you sign. He may have decided not to cooperate with you, just looking for a step. Maybe he already has a choice in mind, but he can get more ideas or something from you through some words, so that we can pay attention to where we are not in place and try to save it. Don't get carried away. The customer didn't sign up for payment, and everything was still zero.

9. Customers pay more attention to problems.

When the customer says how to change your design in front of you, which proves that you are interested in us when bargaining, you should grasp it well. He doesn't mean that he is dissatisfied with you, but he wants to see if he can get some benefits before making a decision, such as a discount, which in turn depends on your own shopping mentality.

10. Customer's language

You make an appointment with a customer, and the other party says he is on a business trip, but the other party says he is not available, or he is in a meeting. Think about the high price. In fact, he may be on a business trip in a rival company, or he may want something you can't give, or he is not very satisfied with you. If the customer is not interested in you, you should reflect on your loopholes and mistakes in the reception work. But it's normal to shop around.

1 1. The customer needs to refute.

Customers have many ideas, some from their own lives, some from other decoration companies or friends' suggestions. Be sure to guide customers to think according to your way of thinking and avoid blindly following customers. This proves that you don't have enough ability to control the situation and be good at interrupting customers' questions. The time to interrupt should be when you have understood the question that the customer is about to ask. Politely refuting customers' suggestions will help to establish your image as an expert in the eyes of customers.

12. The superficiality of the quotation

The market situation is that some companies deliberately underreport. The first thing customers see is the mantissa of the quotation. After all, customers don't know much about it. He deliberately underreported in his mind. You must have it, so we have to explain it clearly to our customers and have some skills at the same time. But absolutely no customers call you a bitch.

13. Facing the unreasonable demands of customers

Designers often take away customers' drawings and quotations, or ask to go to the construction site once a day, or make the whole room renderings, or work hard. In fact, this can only prove that your foundation is not deep. You should know that others can't do what you can't do. What you don't want to do, others won't do it. Learn to protect yourself properly. Usually this is a tentative request from the customer. For example, in design, there is a saying: Because it is me, I won't do it. Generally, the less you get, the more you want. If you want to see the design, you must go through the formalities. The real big name is reserved, you have to put big names in front of customers!

14. Dependent inertia

Many things have inertia, so don't let customers or others feel that what you do is beyond the scope of work. What you do is not within the scope of your duties, which will drag down your normal work. Customers need a guide during the whole renovation process, usually the project manager or team leader. I hope this role is not a designer.

15. Customers need compliments.

Everyone has vanity, so does everyone. Therefore, it is necessary to give customers a sense of accomplishment, such as making customers feel that they have contributed to the design, but they can't escape from your Wuzhishan. You can say nice things, but you should grasp the time and manner.

16. How to deal with the design changes proposed by customers?

In construction, there are often design changes. Generally speaking, we should be patient, but sometimes it will bring us trouble, such as changing what has been done. In fact, the customer tentatively asked you if you could change it first. In fact, he is also indecisive. Our designer needs a positive tone to show that this design is feasible and beautiful. If you are ambiguous, he will lose confidence in your language and you will waste time on this issue.

17. How to deal with the commitment to customers

We need promises in front of customers, and these promises can be fulfilled in the eyes of contracted customers, so we should keep our mouths shut and don't cause the reputation of the market to decline in order to sign the bill.

18. When the customer leaves, please don't forget to say to the customer, "It's not easy to decorate once. In order not to leave regrets, you'd better consult more companies. "