Comprehensive conversation skills for visiting customers

In the marketing process, customer visits are the most basic and daily work: market research requires visiting customers, new product promotion requires visiting customers, sales promotion requires visiting customers, and customer visits are required. Environmental maintenance still requires visiting customers. Below is what I have collected for everyone, welcome to learn from it.

1. The result of the conversation must be consistent with words and deeds

You cannot make promises to customers easily, but the promises you make must be put into action. "A gentleman is slow in words but quick in deeds." When you make a promise, you must keep it. A breach of contract may destroy your personal reputation and even the reputation of the entire company.

2. The content of the conversation must be substantial and thoughtful

This is a prerequisite for conversation. This requires the account manager to not simply talk about the variety, quantity and price of the product when selling products, but also to understand the various internal indicators of the products being sold, and to be clear about the advantages and disadvantages of the products in order to provide a more comprehensive and detailed explanation to the product. Customers introduce products.

3. The content of the conversation must be true and specific

This is the key to gaining trust from others and establishing your own image. First of all, don't be hesitant in your conversation, say some specious words, be one for one, two for two, make the meaning you want to express clear, and try to let the customer understand your intention, so that the customer can do what you want. Secondly, there must be no fraud and truthfulness. No matter how you behave or do things, only by paying sincerity can you gain sincerity.

4. The objects of conversation should vary from person to person

Adopting different conversation methods and strategies for people with different identities and personalities is the key to achieving the purpose of conversation. Service objects can be said to be all-encompassing, which requires mastering their personality characteristics, understanding their hobbies, catering to their preferences, "prescribing the right medicine to the case", starting from the topics they are interested in, and using this as an important Entry point to achieve the purpose of the conversation.

5. Conversation should be concise and concise

Humorous and concise conversations can attract customers and lead to more topics. A humorous conversation can make the atmosphere of the conversation more lively and relaxed. Even if there is an occasional dispute, one humorous sentence is better than ten pale excuses. Of course, humor comes from nature. If it is more, it will be glib, and if it is less, it will be artificial. This requires account managers to pay attention to their own learning, dabble in many aspects, and improve the content of their own conversations.

6. Correct your mentality and never give up

Customer visits are a war of probabilities. It is rare to succeed in one go, and it cannot be done overnight and once and for all. Sales representatives must not only carry forward the "Four Thousand Spirits": travel thousands of miles, endure countless hardships, speak a thousand words, and do everything possible to make the visit successful; they must also cultivate the highest mentality of "it's all my fault" Realm: "It is my fault that the customer refused because I lacked sales skills; because I was not foreseeable; because I was unable to provide good services to customers...", and draw lessons from the failure of the visit. As long as we can develop the "four no's mentality" of "not being afraid, not avoiding, not complaining, and not being discouraged" in response to customer rejection, we will be a big step closer to the success of customer visits.

7. Use point to point and defeat each one

If we want to find customers to learn about information about similar products, the customer will introduce the product price, sales volume, rebate policy, promotion intensity, etc. They are often evasive or even evasive, so that we are unable to investigate the real information about competing products. At this time, it is often difficult for us to break through this "united front". Therefore, we must find a key breakthrough object. For example, find a person who is older or has a higher position and is more prestigious among customers. According to his preferences, carry out corresponding *** activities, establish a "personal relationship" with him, and let him "report" the truth to us. You can even use this person's prestige, reputation and recommendation to infect and persuade other people to achieve other visiting purposes such as purchase, collection, promotion and so on.

8. Get straight to the point and state the purpose of your visit

When meeting a customer for the first time, if the other party does not receive other visitors, we can use a short sentence to directly state the purpose of the visit. Explain to the other party: For example, introduce to the other party which product manufacturer and agent you are; whether you are here to discuss supply cooperation or carry out promotional activities; whether you are here to sign a contract or inquire about sales; what kind of cooperation and support you need from the other party ,etc. Without this introduction that clearly explains our purpose, imagine that when the person we visit is a terminal salesperson, he is likely to treat us as an ordinary consumer at first and serve us attentively. When he talked a lot about recommending products, introducing functions, reminding things to pay attention to, etc., we explained the purpose of the visit to him and suddenly said, "I am a certain supplier. I am not here to buy products, but to promote sales." ...", the other party will have a strong feeling of "working in vain" or even being deceived, and will immediately develop feelings of disgust and hostility. At this time, it will definitely be difficult to carry out the next step of work smoothly.

9. Identify the identity clearly and find the object

If we visit the same customer many times, but have little effect: the price cannot be finalized, the agreement is not negotiated properly, and the promotion is not in place , sales volume does not increase, etc. At this time, we have to reflect on whether we have found the right person, that is, whether we have found the key person who is helpful to achieve the purpose of our visit. This requires us to handle the relationship between "shaking hands" and "hugging" well when visiting: just "shake hands" with ordinary people so that they don't feel like they are turning a blind eye; "hug" tightly with key and core people , establish an intimate relationship. Therefore, we must find out the true "identity" of the other party, whether he or she is a purchasing manager, sales manager, store manager, financial director, or an ordinary buyer, salesperson, salesperson, or promoter. Under the circumstances of different visit purposes, go to visit people in different positions. For example, if you want customers to purchase new varieties, you must visit purchasing personnel; if you want customers to pay for goods, you must find purchasing and financial personnel together; and if you want to increase product promotion efforts, it is best to contact front-line sales and sales personnel.

10. Observe what they say and do what they like

When we visit customers, we often encounter such a situation: the other party says to us impatiently and unenthusiastically: "I am now No time, I'm busy! Come back next time." When the other party says these things, there are usually several situations: First, he is really busy with other work or receiving other customers, and the content of their negotiations, rebate points, and sales. The price may not be convenient for you to know; secondly, he was engaging in entertainment activities with other colleagues or customers, such as playing poker, playing mahjong, watching football or chatting about a hot topic; thirdly, he had nothing to do at the time, just I'm just in a bad mood for some reason.

Of course, in the first situation, we must wait patiently, take the initiative to avoid it, or find the right time to do something for the other party. For example, if the person we visit is a salesperson at a terminal store, When a consumer is undecided about whether to buy a certain product, we can help the salesperson to promote it and voluntarily act as the other party's sales "helper" to strengthen the customer's determination to buy; in the second situation , we can join their conversations and use unique insights to spark discussions to avoid being ignored; or we can give them small gifts such as playing cards that we carry with us as a tool for entertainment. At this time, we must have a posture that can integrate with it and become one with it; we must have the insight to know everything and know everything. In the third case, it would be better for us to postpone the visit at another time rather than bring trouble to ourselves.

11. Stand out and win attention

Sometimes, we visit a certain company over and over again, but few people on the other side know which manufacturer we are from. , what is the salesperson’s name, and which products have they cooperated with? At this time, we must find ways to highlight ourselves when visiting and win the attention of most customers.

First of all, don’t skimp on business cards.

Every time you go to a customer, in addition to contacting the key people in direct contact, you should also issue a business card to the purchasing manager, financial staff, sales manager, store sales staff and even warehouse delivery and receipt personnel to ensure Strengthen the other person's impression of you. When handing out business cards, you can win by surprise. For example, turn the business card with the reverse side up, and first use the "business variety" printed on the back of the business card to attract the other party, because what the customer really cares about is not who is interacting with him, but what kind of business the person with whom he is interacting can bring him. Profitable varieties. Send your business card once, twice, and three times until the other person remembers your name and the variety you are doing.

Secondly, when distributing product catalogs or other promotional materials, it is necessary to indicate your name, contact number and other main contact information in a conspicuous place, and highlight it with different colors of handwriting; at the same time, to customers Emphasize: As long as you call this number, we can serve you at any time.

Third, attract the attention of customers with the brand name effect of successfully operated and large-selling business varieties: "Look, our company's product xx sells so well and is so successful; this Cooperate with us for the first time, why are you still hesitating?”

Fourth, timely show your “iron relationship” with the other party’s boss and leaders such as general manager and other key figures: such as in front of others Visitors greet their superiors in person, joke around, talk about personal issues, etc. Just imagine, would your boss or your leader's good friend dare to offend him easily? Of course, the premise is that you really have an extraordinary "iron relationship" with his boss or leader; moreover, you must have an "iron relationship" to express this. Do not give the other party the feeling of "using the leader to oppress others". Otherwise, the effect will be counterproductive.

12. Promote advantages and induce profit

Businessmen value profits. The word "profit" includes two levels of meaning: "public welfare" and "private benefit"; we can also simply understand it as "benefits". As long as we can bring some kind of benefits to our customers, we will definitely be able to provide them with benefits. accepted.

First, clarify “public welfare”. This requires us to have strong introduction skills, and be able to tell the company's complete varieties, moderate prices, considerate services, reliable quality, and operating standards that can bring temporary or long-term benefits to customers, and be very knowledgeable to customers; let him and others The company I work for feels reassured and comfortable doing business with us, as well as making money. We need to let as many people as possible know about this "public welfare"; the more people know about it, the smoother our future visits will be: because no one is willing to neglect people who bring profits and business opportunities to their company.

Secondly, it implies "self-interest". Nowadays, in the product sales process of various industries, many manufacturers provide various forms of rewards or incentives for key links such as purchase, sales invoicing, and terminal promotions; purchasing and sales personnel at all levels are also well aware of this. Therefore, whichever family gives him more "rewards", he will naturally be enthusiastic about the people who come to visit from that family. Compared with "public welfare", "private interests" should be operated in secret. It is best to only "you know, I know" rewards that can be disclosed for personal performance rankings.

High-quality conversations are the primary condition for achieving the purpose of the conversation. Improving your own conversation skills will be more conducive to improving your business capabilities, serving customers with a better professional level, more effectively bringing customers closer to the company, and increasing customer loyalty to the company. Therefore, mastering and skillfully using conversation skills will definitely achieve twice the result with half the effort.