Skills of communication between salespeople and drugstore customers. How to sell medicine?

How to be an excellent sales representative

The main task of a sales representative is sales. Without sales, products and enterprises have no hope. At the same time, the work of sales representatives is still expanding. Only sales are hopeless, because you are selling products or services. Only by constantly expanding the market can you establish a long-term market position and win a long-term market share, establish important intangible assets for the sales channels of enterprises and win stable performance for yourself.

As an excellent sales representative, what kind of mentality should you have?

First of all, sincerity

Attitude is the basic requirement to determine whether a person can do things successfully. As a salesperson, you must treat customers and colleagues with sincerity. Only in this way will others respect you and treat you as a friend. Business representatives are the image of enterprises, the embodiment of enterprise quality, and the hub connecting enterprises and society, consumers and distributors. Therefore, the attitude of business representatives directly affects the product sales of enterprises.

Second, confidence.

Self-confidence is a strength. First of all, we should have confidence in ourselves. At the beginning of our daily work, we should encourage ourselves. I am the most important judge. Thank you. α m? Keep fighting? Jing? Fight? What's the matter with you? Penalty for throwing a contract? Are you fat? What's the matter with you? Fight? sorry What are you doing? Curtains?

To be able to see the advantages of the company and its own products, and keep these advantages in mind, to compete with competitors, we must have our own advantages, and we must face customers and consumers with the belief of winning.

As a sales representative, you are not only selling goods, but also selling yourself. Only when customers accept you will they accept your goods.

Joe girard, the creator of the Guinness Book of World Records, is known as the king of automobile sales. He once sold more than 65,438+0,600 cars in one year, with an average of nearly 5 cars a day. When he applied for a job as a car salesman, the boss asked him, have you promoted cars? He said, no, but I have sold daily necessities and electrical appliances. I can sell them, which shows that I can sell myself and, of course, cars.

Know that there is no power, and believe that there is power. Joe girard succeeded because he was confident that he could do it.

Third, be a man with a conscience.

"Pay attention to everything and learn everything", cultivate the habit of being diligent in thinking and be good at summing up sales experience. Review your work every day and see where you did well. Why? This is not good. Why? Ask yourself more why? In order to find the shortcomings in our work, we can constantly improve our working methods, and only by improving our ability can we seize the opportunity.

Opportunities are equal for everyone. As long as you have the will, you will definitely become a leader in the industry. When Taiwan Province entrepreneur Wang Yongqing started to run his own rice shop, he recorded the time when customers bought rice every time, and remembered how many people were there in his family. In this way, he calculates how many days people can eat rice, and when they finish eating, he delivers the rice to customers. It is Wang Yongqing's carefulness that keeps his career growing.

As sales representatives, we should know every change of customers, try to grasp every detail, be a conscientious person, constantly improve ourselves and create a more exciting life.

Fourth, toughness.

In fact, sales work is very hard, which requires the spirit and perseverance of business representatives. "Eat hard and plant hard, and you will get people." Half of the sales work is done by feet. We should constantly visit customers, coordinate customers, and even provide services with consumers. Sales work is by no means smooth sailing, we will encounter many difficulties, but we must have patience to solve these difficulties and indomitable spirit.

Before American star Stallone became famous, he recommended himself to Hollywood studios one after another in order to appear in movies. After he hit the wall 1500 times, finally a film company was willing to use him. Since then, he has embarked on the film industry. With his perseverance, he has performed many tough guy images and become one of the most famous movie stars in Hollywood.

Do sales representatives have bigger problems every day than Stallone? number

Five, good psychological quality

Only with good psychological quality can we face setbacks without being discouraged. Every customer has different backgrounds, different personalities and ways of dealing with the world. If you are hit, you should be able to keep a cool head, analyze customers more, constantly adjust your mentality and improve your working methods, so that you can face all the accusations. Only in this way can we overcome the difficulties. At the same time, we should not be carried away by temporary success, we should know that "joy brings sorrow." Only in this way can we win without arrogance and lose with grace.

Sixth, communicative competence.

Everyone has strengths, not necessarily every sales representative is versatile and eloquent, but we must communicate with others more, cultivate communication skills and make as many friends as possible, so that there will be more opportunities. You know, more friends are the only way out. Besides, friends are also resources. You know, having resources will not succeed, but making good use of them will succeed.

Seven, enthusiasm

Enthusiasm is an infectious emotion, which can drive people around you to pay attention to something. When you communicate with customers with enthusiasm, your customers will "reciprocate". You happened to meet your customers when you were walking on the road. You reach out and greet each other warmly. Perhaps he hasn't met anyone who values him so much for a long time. Perhaps, your enthusiasm will lead to a new deal.

Eight, a wide range of knowledge.

Sales representatives have to deal with people at all levels. Different people pay attention to different topics and contents. Only with extensive knowledge can they share the same topic with each other and talk about speculation. Therefore, we should dabble in all kinds of books, regardless of astronomy and geography, literature and art, news, sports and so on. As long as we have leisure, we should form the habit of continuous learning.

Nine, the sense of responsibility

The words and deeds of the sales representative represent your company. If you have no sense of responsibility, your customers will learn from you, which will not only affect your sales, but also affect the image of the company. There is no doubt that this will damage the market.

A family of three lives in a new house. When the wife saw that her husband and son didn't pay much attention to hygiene, she wrote a slogan at home: Pay attention to hygiene, everyone is responsible. When my son came home from school, he saw the slogan and changed it to "Pay attention to hygiene, adults are responsible". The next day, the husband saw it and took out a pen to change the slogan to "Pay attention to hygiene, and the wife is responsible."

Although this is a joke, it illustrates a problem. The responsibility cannot be shirked. Only by taking responsibility like the people in the story can we make our home more sanitary? First of all, we should pay attention to hygiene ourselves and don't pass the buck. As a sales representative, your sense of responsibility is your credibility, and your sense of responsibility determines your performance.

X. bargaining power

In fact, business representatives are always negotiating, and the process of negotiation is a process of persuasion, that is, a process of finding the best interests of both sides. Before the negotiation, we should know each other's situation. The more we know about each other, the better it will be for us, and the more opportunities we have to take the initiative.

Sun Tzu said that knowing yourself and knowing yourself is invincible. The performance of bargaining power is not that you can talk endlessly, but that you can grasp the main points and meet the needs of customers first. When the two sides disagree, it depends on how much information you usually have about the customer. Then, the more information you have, the better use your initiative may be. The purpose of bargaining power is to achieve win-win and mutual benefit.

A business representative should cultivate the habit of thinking and summarizing diligently. You must negotiate with different customers in different ways every day to reach the most satisfactory transaction. This is the purpose of your negotiation.

Former national football coach Milu said: mentality determines everything! I believe that the door of luck is always open to those who are rewarded by God. There is no humble job in the world, only a humble work attitude. As a sales representative, only with a humble attitude and a positive attitude to face every day's work, success must be waiting for you and me not far away.

In the process of doing sales, I found a strange problem. For a newly developed market, a sales representative with weak business ability, but as long as he is fully prepared, his performance must be higher than that of a business representative with strong business ability but no preparation. Why? Although there are many related factors in the sales process, the most important thing is that you should understand what you want to do. There are no first-class salesmen, only first-class preparers.

Perhaps the sales representative's work is endless, repeating yesterday's work every day, but understand that the customers you face every day are different. Zhang Ruimin of Haier once said that simple things can be done repeatedly. Make your daily life ordinary, but not mediocre.

What do sales representatives do from getting up to going to bed on this day? The author arranges the training notes three years ago as follows, which may inspire the friends who just entered the business.

1, prepare before going to work

Get up on time every day and get up quickly after waking up. Tell yourself that a new day's work is about to begin, and you should be full of energy and exercise properly.

Tidy up your appearance and check whether you have brought all necessary items for sale, such as business cards, pens, notebooks, product information, etc.

On the way to work, you can greet people you know warmly. If possible, you can read the newspaper of the day or the latest news.

Try to arrive at the company 10-20 minutes in advance and take the initiative to participate in cleaning activities before going to work.

In short, you should have a positive attitude and a happy mood before going to work!

2. After the company signs in.

Briefly report your work plan to the supervisor or relevant person in charge, make clear the sales target and focus of the day, and draw up the visit route and remedial measures in detail. The more detailed the plan, the better. Before going out, contact the scheduled visitors by phone to confirm, and check whether the sales tools are complete:

Product catalogs, orders and delivery notes.

2) Relevant information negotiated with customers: such as business cards, customer data, customer records, price lists, telephone books, notebooks, calculators, product manuals, samples, product photos, product advertisements and other promotional materials.

3. Preparations before the visit

1) Know your name, age, address, telephone number, experience, interests, personality, family situation, social relations, recent business situation, etc. The of the accessed object.

2) Keep abreast of competitors' sales and general customers' comments on them, and learn about the latest changes and product information of peers and related products.

3) Make a strict visit plan, cooperate with the customer's visit time, try to find the buyer who has the right to decide, and try to get close to him.

4) Be prepared for the topic of conversation, be psychologically prepared, and have countermeasures for the other party's inquiry and bargaining, so as to be aware of it.

4. After meeting the customer,

1) Be polite, introduce yourself clearly, and be gentle and supercilious.

2) Listen carefully to each other's speeches and show concern. When you ask the other person, your tone should be steady.

3) To win the hearts of customers, you must first do the following:

① Have confidence.

(2) Be sincere and strive for each other's goodwill.

(3) In conversation, smile and have a happy expression.

(4) The language should be concise, don't be wordy, ask questions clearly and solve problems.

⑤ Pay attention to each other's advantages and give appropriate praise.

⑥ During the negotiation, don't quarrel with customers.

⑦ Induce customers to answer affirmative words.

Be able to think of each other and maximize the benefits of analysis.

4) Discuss with customers step by step.

① When meeting customers, greetings and cigarettes are the first, and then chatting and giving gifts.

② Close the distance with customers and stimulate interest in products.

(3) tell the customer the benefits that the product can bring to him.

(4) propose a transaction to urge customers to order or deliver goods immediately.

⑤ Collection

Don't leave in a hurry after a business is completed. Keep talking with the customer in order to establish a long-term cooperative relationship and tell him that he can provide services at any time.

5. Check the daily work after work and summarize the gains and losses.

1) Fill in the daily business report in detail.

2) Check whether the business is carried out as planned and whether the task is completed as planned.

3) Keep a marketing diary every day, summarize working methods, handle customer complaints in time, make memos and report to the superior supervisor in time.

4) The contents of the marketing diary include:

① Description of working conditions

(2) Summarize work gains and losses, opinions and suggestions.

③ Improved method

④ Customers' opinions and suggestions

⑤ How to deal with it

⑥ Work perception and feeling

6. List the work plan for the next day.

1) For matters that need urgent treatment or are particularly important, they should be included in the priorities for the next day.

2) Determine the focus of work, draw up a preliminary visit route, and eliminate unimportant things.

3) For customers who need to make an appointment in advance, make an appointment to meet.

4) Sales targets of other departments of the company and related cooperation.

For sales representatives, it will be the greatest comfort to be able to complete a day's sales as planned and satisfy customers. But for a successful sales representative, whether he can provide all-round services to customers will be the basis of his successful sales.

Of course, the work of sales representatives is full of changes, so we should be able to grasp the time flexibly, face customers flexibly and use sales skills flexibly. At the same time, it is necessary to distinguish between priorities and priorities. Although this is a fact, we must know that the only constant in this world is change. Use the standard code of conduct to demand yourself, but you can't tie your hands and feet like a rope and affect your play.

The current market is an open, homogeneous and multi-variety market. For many products, most of their similar products have similar functions but different selling points. What should we do when the product itself has no advantages? How to achieve sales and sustainable development?

In my opinion, only through high quality and perfect service system can we provide more benefits to our customers and make them satisfied. However, only customer satisfaction is the first step to complete the product entering the distribution channel. The ultimate goal of the product is to achieve consumer satisfaction and complete the thrilling leap of transforming the product into money in the sales chain. In order to achieve the satisfaction of channel dealers and consumers, in such a process, the goal can only be achieved through high-quality service.

Before 1990s, the front-line salespeople of enterprises established a solid customer relationship with their eloquence, partner loyalty, hospitality and network. As long as the relationship with customers is close, there will be some sales. At that time, China was an era of commodity shortage and a demand market. As long as the products are continuously delivered to customers (distributors), there is nothing that cannot be sold. After more than ten years of market economy baptism, the current market situation is very different from that at that time. The great richness of commodities meets the needs of merchants and consumers. Although there are more choices, homogenization makes customers (distributors) and consumers at a loss. In this case, it is not enough to rely solely on emotional connection. What is needed is a standardized service system, which will ultimately achieve a win-win situation for manufacturers, distributors and consumers.

As a market-based salesperson, there are two groups to serve: customers (or distributors) and consumers. Let's talk about how to serve customers (or distributors) first.

Pre-sales service-a good start is half the success of sales.

Pre-sales service is the process of guiding the dealer to know something about your products before the products reach the dealer's shelves and generating interest in the process of communicating with him. In this process, it is necessary to master some performances of customers, which will enable you to capture the psychology of dealers and speed up the chance of closing a deal. Interested customers will have the following performances:

1. Listen to you carefully and chat with you naturally. This shows that he has a good impression on you and is willing to communicate with you. He should seize the opportunity to deepen the feelings between the two sides.

2. Keep watching the product and even put it down. This shows that he is interested in the product. The purpose of his reading is to find some problems and see if there are any dissatisfaction. At this time, he should dispel doubts and enhance confidence.

I want to know more about products and companies. He wants to know more about the background of the products to be distributed in the future, so he should give a brief introduction at this time and tell him more when he asks for a detailed introduction.

4. Ask carefully about the price, distribution policy, rebate, preferential treatment, etc. Even raised some objections, such as the price is too high, the packaging color is too dark, and there are too many similar products. Explain these questions patiently. Through different comparisons, such as high price, but more than similar products, consumers are more willing to buy affordable products, so you won't sell more? The more you sell, the more you will earn soon!

For all kinds of customer performance, we should grasp it in time, respond seriously and answer customers' questions. At the same time, we should be able to sincerely understand others, and provide some good suggestions to customers at the appropriate time, expand the scope of communication with customers and enhance feelings.

In the process of communicating with customers, we should pay attention to strategy, and don't tell him all the advantages of our company and products, so as to have room for manoeuvre and create conditions for better inducing customers.

Customers are businessmen, often out of self-interest protection. When he doesn't fully understand the benefits of the product or meet his own requirements, he may refuse. As a salesperson, it is to create opportunities and finally achieve sales. What should I do?

First of all, we should keep calm in mind and be able to send a trading signal decisively. There is a simple three-step trading method:

Step 1: Introduce one advantage of the product to customers.

Step 2: Ask customers for recognition of the advantages.

Step 3: When the customer agrees with this advantage of the product, ask the customer to make a deal.

If you don't succeed, continue to show new advantages to customers until a deal is reached. Of course, not every customer has to accept your products and services. You can end this customer's visit and leave a message for the next visit, so as to have a reason.

Serving China-Good customer relationship is the link of business sustainable development.

What should we do next when our marketing personnel have completed the first step of marketing, that is, gaining the customer's approval and concluding the transaction? For the list of potential customers we have established, we should visit them regularly. For customers with small purchases but sales potential, we should increase the number of visits and deepen our impression with customers. At the same time, we should tell our customers that the sales in other places are very good.

Establishing good customer relationship is the main task of sales service. You must put forward your ideas to promote the current sales situation of customers, even a little suggestion. You must stand in the customer's point of view, think for him and use your sales experience to help your customers.

In order to sell for a long time and achieve your sales target, there are more important tasks to be completed after the products are sent to the customer's shelves.

1, "educate" your customers.

The reason why it is called "education" is that many customers can't understand consumers' needs more scientifically and let them know what kind of shopping environment consumers like, so as to change their own shortcomings, improve the shopping environment and increase sales.

1) Generally speaking, consumers prefer to shop where there are goods.

◆ There are the latest products on the market.

Some products are often advertised.

◆ Complete daily necessities.

2) Consumers are more willing to shop in places with good service and good atmosphere.

First of all, you must have a deep understanding of the product.

◆ Can help and guide consumers to buy.

◆ Friendly, cordial and accessible service attitude.

3) Consumers are more willing to shop in clean places.

◆ Goods shall be placed neatly, and there shall be no dust on the goods.

◆ Goods should be classified and placed for easy selection.

◆ If the light is dim, always turn on the light.

In fact, the process of communication and exchange with your customers is the process of education. You can tell him something that can improve his business. Of course, you must affirm your customer first, so that he can accept your opinions and suggestions more easily. What is the most important thing for you?

Manage your customers.

First of all, we must understand that the purpose of managing your customers is to increase sales. Therefore, in the process of visiting, what methods are used to manage your customers?

Management needs a channel and method.

One channel: through the customer management card, you can learn more about the customer's display, purchase, sales and competing products at the customer's place. According to this management card, we can clearly understand the customer's dynamics.

Method 1: Help customers to display their products. The purpose of doing this is not only to enhance feelings, but more importantly, to put products in an obvious position, increase sales opportunities and make customers earn more profits.

By "educating" and "managing" your customers, you provide them with more suggestions in the whole process of products reaching consumers, and help them realize the transformation of profits, which is the best service for him.

After-sales service-the end of each visit or sale is the beginning of the next one.

When the sales representative completes the sales plan, has the sales been finished? The answer is no. According to speculation, the cost of developing a new customer is ten times that of consolidating an old one. Therefore, only through continuous service can we retain customers and make sales more stable.

1, timely replenishment to ensure that customers cannot be out of stock.

Every time he visits a customer, the sales representative should record the sales situation, such as visiting twice a week, how many goods were there at the first visit, how many were sold and how many were left. According to the average weekly sales volume, the sales representative should remind customers when to buy. If you don't know the sales situation of customers, it will cause a shortage, which will not only lose customers, but also lose enterprises.

2. Solve the problems reflected by customers in time.

In fact, customers are the most important link in the product sales chain. They convert their products into money and make a profit. Only by serving customers well first can we get better recognition from consumers. Customers are a group that has the most contact with consumers, and many of their opinions and suggestions have certain value. It is undeniable that they sometimes make unreasonable demands for their own interests. Sales staff should be good at removing the false and retaining the true, report to superiors in time, and keep abreast of customer trends. Of course, the problems that need to be solved for customers should be solved in the shortest time, so as not to make customers feel bad and affect sales.

If it causes inconvenience to consumers during the use of the product, it is necessary to know the truth in time to appease consumers and avoid further development and affect sales. At the same time, it is necessary to explain and reach an understanding with customers.

3. Inform customers of the latest trends and policies of the company in time.

Informing customers is for better cooperation (public content), maintaining the information flow between the company and customers, enhancing communication and increasing sales.

Enhance the competitiveness of products through comprehensive service to customers; By giving advice to customers, they are more willing to sell the company's products and increase sales; By visiting customers regularly, we can keep abreast of market trends and provide reliable basis for the company's decision-making.

Serving customers in an all-round way is a systematic project and a long-term process. Therefore, an excellent sales representative should be psychologically prepared and serve the whole sales process. Because, in 2 1 century, there will be no sales without service.

Service Chapter (2)- Without service, there will be no lasting customer sales force.

Sales representatives can be divided into two types, one is the sales representative of dealers, who mainly sells products; The other is a service-oriented sales representative who mainly serves customers. Dealers and customers can both be called customers. As a sales representative, the purpose of sales is not only to sell goods, but also to include customers' satisfaction after using them, that is, to provide services. Therefore, no matter what kind of customers are treated, high-quality service is essential, and efforts to maximize customer satisfaction are the guarantee of good performance.

As consumers, that is, customers of the company's products, who will provide services for them? In the 2 1 century, if any product wants to become a long-term brand, service has become an indispensable part of the marketing process and has become a trend. Haier in the home appliance industry-with the service concept of "sincerity to eternity", has met the needs of consumers (especially in the home appliance industry), and its sales volume has increased year after year, and its brand awareness has been continuously improved. In recent years, pharmaceutical and health care products enterprises that can hold up the banner of service have also made eye-catching achievements. Tiannian and Zhenao Nucleic Acid have made remarkable achievements in the industry by adopting conference marketing and strengthening after-sales tracking service. The all-round service of Sulite, the first brand of liver medicine, has also made sales go up again and again. These enterprises with excellent performance regard consumers as the company's greatest wealth and regard them as parents, so they have made progress.

In 2002, the author established a customer service system for a dairy company in Henan (T Dairy for short), and achieved good results. According to different industries, the way of service is slightly different. What kind of service do you need as a customer and consumer? What qualities should a sales and service person have?

Customer service is to meet and exceed customers' expectations. In order to satisfy customers, sales representatives should have excellent basic skills:

First, understand the product to enhance confidence.

First of all, we should know our own products and know our own advantages, including the characteristics of competing products. The advantage of T Dairy Company is that the milk source comes from the local dairy farming base, and the milk is pure and fresh. At the same time, fresh milk is only sold and produced on the same day, which keeps competitors out. Although competing products have high brand awareness, their prices are slightly higher. Customers pay attention to benefits. Although we are not well-known, the price is more affordable.

At the same time, before the sales staff take up their posts, they are required to master product knowledge and enhance their confidence.

Second, understand the strong backing of the company.

Any employee needs a sense of belonging. He must have a detailed understanding of his company, such as its history, honor, scale and advantages. At the same time, believe in the company, believe that the company is the best, believe that no matter what difficulties you encounter during your work, the company is your strong backing.

Third, sincere hospitality and satisfactory service.

2 1 century is not only a century of service, but also a century of honesty. There is an old saying in China that "even old children cheat", which is about honesty. In the process of service, it is a state of information asymmetry to a great extent. As a consumer, he can't know all the products he uses, but as a sales representative of an enterprise, he must know his own products like the back of his hand. Only in this way can he meet the needs of customers. Treat all customers equally in terms of service quality. All customers are your customers. You can't favour one over the other. Customers have different temperaments, some have good attitudes and some have bad attitudes, but no matter what kind of customers, we should always provide them with quality services.

The fourth is the mentality of learning.

2 1 century, we won not academic qualifications, but learning ability. We should keep learning, enrich ourselves and improve ourselves. In the process of service, we should be able to accept customers' suggestions, constantly improve the service content and improve our professional skills. At the same time, we should be good at learning from peers and colleagues and improve our service skills to cope with constant changes?