Eloquence communication skills with customers

For salesmen, customers are their own gods and rice bowls. Only by placing an order can he get a raise, so how can he master the skills of communicating with others? The following are the eloquence communication skills I collected for you. Welcome to learn from them.

There are many examples of communication failure in sales promotion. What are the reasons? In my dictionary, the so-called communication failure is described as follows: if it is not accepted by the customer, or the customer does not understand, everything said is invalid. The reasons for this communication obstacle are that the language expression is too weak, the pronunciation, expression or reading ability is insufficient, the words and sentences are improper, or the communication object is not interested at all. ?

Establish a relationship with customers at the first contact? Trust? Or? Good impression? This bridge is of vital importance. At the same time, we must first point out the urgency of customers' demand for this product, and then arouse customers' desire to buy.

Almost all salespeople think that in all the links related to sales promotion, the most difficult thing is communication with customers. In fact, successful communication is very difficult, because the environment is different and the position is different.

I have seen this slogan in many salesman training occasions: customer? Your opponent.

Think about it carefully, is this view accurate? Opponents are used to be defeated or destroyed. You may think it is glorious on the battlefield, but it is a disaster for you to beat your customers in business. In fact, the real negotiation is gentle, there is no murder, and the customer wants to be the winner of this transaction. Therefore, you should give full play to your communication skills with the other party, treat customers with respect and friendliness, and let customers fully feel your efforts for him. Only when there is a win-win situation in any business can we maintain long-term business ties. Actually, this is a simple common sense. I reiterate that it is because salespeople make this mistake again and again every day.

The personal accomplishment of a salesman also determines whether he can communicate with customers well. I once met a salesman. During our conversation, he spat at the back of the office door like no one was watching. My affection for the salesman vanished in an instant. In order to respect him, I didn't show a reproachful expression, but reminded him to pay attention to hygiene. But after a while, he picked up a tablecloth under the table and rubbed his dusty shoes. I couldn't bear it, so I asked him out rudely at once. Can you imagine if a salesman does something unsanitary in your office, do you still have the patience to communicate with him?

Usually, human eyes are one of the means of communication. When we meet a stranger for the first time, we can often decide whether our future relationship is an enemy or a friend at the moment of eye contact. It sounds incredible, but it is true.

I don't know if you have had such an experience. The first time I met a stranger, I had a good impression on him at the moment when my eyes met. On other occasions, when you meet another stranger, your heart will be alienated from him. I've been in this situation many times. So I think that the use of eyes can greatly enhance the persuasiveness of words! Conveying persuasive thoughts, eyes and words are equally effective! In your conversation with customers, it will be quite dangerous if you avoid each other's eyes for a long time, which at least shows that your conversation is ineffective.

When making a sales call, the tone and intonation of the salesman are also the key to effective communication. The Greek philosopher Socrates said:? Please speak so that I can see you clearly. ? Because he understands that human voice is the expression of personality, and the voice comes from the inside of the human body, which is an internal anatomy. Words follow the sound, in other words, there are sounds in the words and feelings in the sounds.

This is why many salespeople are eloquent, but they can't convince customers. If a salesman's tone reveals fear, hesitation and unconfidence, then he has failed. If you are as quiet as a virgin, your tone must be deep, soft and peaceful. By analogy, your voice can really reveal your true colors! If your voice is soft and calm, it will make others feel good. No one wants to listen to shouting. Communication skills can convince others, and business negotiations may achieve excellent communication results. Communication is the art of persuading others. In fact, real communication is based on mutual communication. When both sides feel good about the dialogue, they will involuntarily show some actions to render it. For example, body language, body language will not deceive people! It usually expresses the inner intention better than words!

Sammy, the humorist? Mercer said:? The body is the glove of the soul, and the body language is the word of the soul. If our senses are sharp and open enough and our eyes are sharp enough to capture the information expressed by body language, it will be much easier to talk and communicate. Knowing body language is equivalent to opening a direct communication and unimpeded road for the other party. ?

Tongue is easier to control than body, and our body language is clearer than language. The body's reaction is usually direct and uncompromising, and words can be euphemistically modified. Careless body movements will cause conflict injuries, and people who don't need gestures to assist dialogue will be so stiff! Basically, it is absolutely impossible to express a message without the participation of hands or arms. Therefore, you can make an accurate response and communicate effectively by reading each other's body language. Also, only those who really know how to listen attentively and observe with their eyes can truly grasp the true meaning of communication skills.

Having said that, what is the specific communication process with customers?

1. Be prepared before communication.

A) Understand customers' real feelings about our products or services. Carefully study customer feedback and previous market research reports, and contact the customer service department of the company. Pay attention to every negative criticism. Although those negative and critical opinions will make people unhappy, we will know why users are dissatisfied from those materials we don't want to see, and remove these factors in the future development. Make clear the communication goal of each time, don't treat each time as a sales activity, and more importantly, establish a good customer relationship.

B) The most taboo to communicate with customers after a complaint is to be able to chat for a while. Although you will get a short-term sense of victory, you will never convince your customers, which will only make your future work more difficult. When communicating with customers, don't pretend to be a teacher, and don't act as if nothing has happened, which will arouse customers' disgust and backfire. The real communication skill is not to argue with customers, but to guide customers to accept your point of view or your point of view? Tilt? , small to reason, emotional.

2. Manage your target customers.

A) Different communication occasions need different communication methods, and different people also need different communication methods. Only by adapting to local conditions and improvising can we ensure the communication effect.

B) Establish a broad and diversified customer relationship development plan. Give your customers more than one loyalty programs? Legs? And carefully establish a diversified long-term communication platform including products and product use, but these plans should not be independent self-help systems, but should be consistent and complementary.

C) According to 20&; 80 principle, 20% customers affect 80% performance, not all customers need to invest 100% energy to communicate. What are major customers, potential customers, stable customers and dangerous customers should be scientifically divided, so it is necessary to find key and key customers, determine the way and frequency of communication, and which ones are in the customer base.

D) Select professional customer communication personnel. Choose a person who is in charge of customer communication-this person is best able to publish articles/comments in influential publications or media that your target customers are concerned about-and his articles should be written in an appropriate degree, which can promote your company, introduce your company and influence those target customers. You should provide detailed and verified materials to ensure that the content involved is novel and unique.

3. Active attack strategy in communication.

A) remember the guest's name. Remembering the names of guests can make people feel happy and have a sense of satisfaction, which is a very useful magic weapon in communication. Remembering the guest's name is more effective than any kind words, and it can touch the other person's heart.

B) capture the hearts of customers. Understanding each other's psychology is the premise of good communication with others. Only by understanding and mastering each other's psychology and needs can we be targeted in the communication process and properly cater to their interests. The other person may regard you as his confidant, and the problem may be solved better or at least you have succeeded half way.

C) Test the customer's test line by various means, but don't expose him. If you want to convince the customer, you should take care of his face and give the customer a chance to go down the stairs. Take care of the customer's face, and the customer will give you face; It is not difficult for us to take care of the customer's face, as long as you pay a little attention to your attitude and wording.

D) The most taboo to communicate with customers is to be able to chat for a while. Although you will get a short-term sense of victory, you will never convince your customers, which will only increase the difficulty of your future work. When communicating with customers, don't pretend to be a teacher, and don't act as if nothing has happened, which will arouse customers' disgust and backfire. The real communication skill is not to argue with customers, but to guide customers to accept your point of view or your point of view? Tilt? , small to reason, emotional.

4. Skills to deal with customers effectively

A) Some people like to be straightforward, which makes them feel honest. Some people are cautious, and some customers are arrogant. Doing what you like is the most important thing.

B) give customers unique treatment. Including special treatment that customers can't get elsewhere, or providing special information and services to make them feel that only you can do this for them.

C) Read the letter to the customer carefully word by word to attract the customer's attention. Letters from other customers are usually part of corporate relationship marketing activities. If you are very satisfied with the customer's response and reply, it will play a favorable role in promoting the development of your products.

D) learn to listen. You should pay full attention to it in your communication? Listen. The importance of. You can be good at expressing your own views and opinions, grasp the hearts of customers and let them accept your views and opinions, which is only half the success of your communication; The other half of success is being good at listening to guests. Whether you can listen or not is an important sign of whether a person can communicate with others, whether he can really communicate with others and be a loyal listener. At the same time, let the guests know that you are listening, and you should take it seriously whether you praise or complain. In the process of talking, customers will be moved by your listening attitude, and will agree with your personality, laying a good foundation for your next explanation.

5. Maintain good interaction with customers

A) not too much? Show off? Your technical term. Be sure to remember that among the people you usually contact, they may not know your major at all; When communicating with customers, don't always think that you are superior and know everything, but be a teacher. When explaining technical terms to customers, the best way is to use simple examples and simple methods to explain them, so that customers can easily understand and accept them and take pains to explain them; Otherwise, customers will lose patience to listen to your explanation, so that you can't achieve your goal at all.

B) Be sure to keep learning new things, not just verbally. Some managers and marketers are tired of those repetitive and rigid customer communication behaviors; But we live in the products we produce and promote. When reviewing relevant marketing plans, if you learn something you didn't know before, your customers will learn more than you and bring you many opportunities. You can also maintain a certain brand loyalty among your customers.

6. Accurately capture customers' thoughts

A) Carefully analyze the customer's needs, and whether they are clearly expressed or complete. Solve customers' doubts and try to eliminate negative factors in customers' minds.

B) If you want to advertise, you should make it stand out and be different. Let your customers know that you are different from your competitors, and they will get more and better things from you. Let every advertisement have a different impact and influence.

C) Avoid unnecessary discussions that cause trouble. Too much discussion will only affect the reputation and image of the company. Refuse endless discussions about sales prices, product displays, emergencies or advertisements. Excessive market behavior will destroy the established good relationship with customers or affect the stagnation of this relationship.

D) According to the actual situation of customers, discuss their specific needs with customers. If you first listen to the voice of customers, communicate with them sincerely and exchange their views, you can establish a truly sincere relationship with customers. Focus on customer needs, analyze the needs of your best customers, and learn from continuous communication.

7. Problems that deserve your special attention

A) cultivate a good attitude. Only if you have a good attitude can guests accept you and get to know you; When communicating, put enthusiasm into it; When communicating, treat customers like friends.

B) Give your sincerity and enthusiasm. People always change their minds. If you are sincere to customers, customers will be sincere to you. Treat customers sincerely, but also have enthusiasm. Only by showing your sincerity and enthusiasm can communication succeed. ? Sincerity? It is a necessary condition for successful communication.

C) Never attack competitors and never reveal the secrets of other customers. There are many customers of the same type in the enterprise, and each customer will reveal some unique information to you more or less. These customers may be competitors. Never disclose customer information in communication, or even refuse when the customer takes the initiative.

D) don't be stingy with yours? The language of praise? . The deepest desire of human nature is to have the appreciation of others, which is the difference between human beings and other animals. They often wear them for guests? Top hat? Maybe you will change a person's attitude; Only in this way can we further develop people's potential and let them wear it? Top hat? Some people feel valued.

8. Handle customer complaints.

Customer complaints are mainly in the form of doors, telephones, letters or reports to superiors and relevant departments, and most of the problems reflected are opinions or suggestions on services, management, infrastructure and environmental sanitation. How to properly handle these complaints is an important task, and we must pay attention to the following points:

A) We will deal with the things reflected by our customers in time, and feed back the tracking results to our customers to show our working attitude and ability and speed in dealing with problems.

B) Customer service personnel must give an answer whether the complaint or request is wrong or not. If the owner reflects this matter by letter, the customer service staff must reply by letter;

C) If the customer is emotional, don't have conflicts and conflicts with the customer, even if the customer is unreasonable. When the customer is emotionally stable, basically? Calm down? To know what happened in detail, we should immediately solve our problems for our customers, not explain them patiently, but help them enthusiastically if they can solve them.