[China Glass Network] The sales consultant society "sees ghosts and tells people to talk about people", not to do "chameleon" and "wall grass", but to communicate with customers and meet the psychological needs of customers. When communicating with customers, sales consultants should pay attention to managing their own mouths, use their own mouths, use appropriate language skills to say what they say, and talk about customers' hearts.
“Talking about dialogue†is the key to developing customer relationships. “Talking about dialogue†means that the sales consultant uses the language skills in the daily interaction and sales process with the customer, accurately and subtly expresses their meaning, saying that the customer needs to listen and like to listen, and that it helps to improve customer relationship. Can promote sales success.
Witty shop assistant
A customer went to the supermarket to buy something, but looking for it in the east could not find what he wanted.
The salesperson went forward and asked: "Sir, what do I need to help?" "I want to buy half a cabbage," the man said.
"Sorry, we can only sell the whole house."
"No! I just want to buy half a cabbage!"
The salesperson had no choice but to go to the manager's office to report: "Manager, there is a bastard outside to buy half a cabbage..."
The salesperson turned his head and saw the customer standing behind him!
"Cough... And this gentleman, want to buy another half..." The salesperson immediately changed his mouth.
After that, the manager felt that the salesperson responded quickly and said, “I want to transfer you to the Phoenix branch as the supervisor!†The salesperson immediately said unhappy: “Please! Phoenix is ​​the place where only prostitutes and hockey players live. There……"
The manager suddenly changed his face: "Is it? It's a coincidence! My wife has lived in Phoenix for two years..."
The sales clerk immediately turned to: "Hmm... then...what is your wife playing?"
......
In the story, the salesperson is relatively sleek, or witty and flexible, knowing that "seeing people speak people and telling ghosts." This is the language communication skills that sales consultants should master. Especially in engineering projects, the sales consultant needs to communicate with the customer not one person, but multiple people, so the sales consultant must observe the situation and pay attention to how to talk.
"Six bogey" in communication
Communication requires art and speaking skills. If the sales consultant doesn't know what to avoid in the conversation, it will cause failure; if you don't know what it is, it will cause stagnation. I have summed up the sales consultant's "six bogey" from some cases of sales failure, and I hope to draw everyone's attention.
One bogey: rude quality question, let customers feel resentful.
When a sales consultant communicates with a customer, it is necessary to understand and respect the customer's thoughts and opinions. It is necessary to know that people have their own needs and think about each other and cannot force customers to purchase your products. The customer does not buy your product, and he has his own considerations. The sales consultant must not talk to the customer in a questioning manner. For example, if a sales consultant sees a customer who does not intend to purchase a product or disputes a product (or service), he immediately “forces†the customer: Why don't you buy this product? Why do you have a prejudice against this product? Why do you say that our company's products are not as good as competitors? Do you have any reason to say that my company's service is not good? Questioning or interrogating the tone of the interview with the customer is a performance of the sales consultant who is not polite, does not respect the person's reflection, and is more harmful to the customer's feelings and self-respect.
Sales consultants must remember: If you want to win the favor and appreciation of customers, don't question customers.
Two bogey: command instructions, let customers feel that you are too proud.
When the sales consultant talks with the customer, smiles and reveals a little, the attitude should be a little bit awkward, the voice should be softer, the tone should be softer, and the tone should be communicated with the customer through consultation, negotiation or consultation. Do not use the tone of command and instruction. Customer conversation.
People are self-aware, sales consultants need to understand your position in the customer's mind, you need to remember one forever - you are not the customer's leader, you have no right to tell the customer, order, or instructions, you are just a product sales consultant.
Three bogeys: speak straightforward and make customers feel embarrassed.
The customers are very different, and their knowledge and opinions are different. When the sales consultants communicate with the customers, if they find that the customer has something wrong with them, don't just point out that it is not right. Generally speaking, people are more afraid of being embarrassed and embarrassed in front of everyone. Sales consultants should not talk too straightforwardly. It is not a good thing to be blunt.
Kant once said: "For men, the greater insult is to say that he is stupid; for women, the greater insult is to say that she is ugly." The sales consultant must look at the object of the conversation, because of human language Use the skills of conversation and the art of communication, and make euphemistic advice to customers.
Four bogeys: face criticism, incurring customer resentment.
When the sales consultant communicates with the customer, if he finds that he has some shortcomings, don't criticize and educate him face to face, let alone blame him. To know that criticism and accusation can't solve any problems, it will only lead to resentment and resentment. When you talk to customers, you should use thank-you words and praises. If you don't talk about criticism or accusation, you should grasp the scale of praise and the scale of criticism, and properly praise and subtly criticize.
Five bogeys: There is no end to the opportunity for customers to speak.
The sales consultant talks with the customer, which is the process of exchanging ideas with the customer. This kind of communication is two-way. Not only the sales consultant himself has to say, but also encourages the customer to speak. The sales consultant can understand the basic situation and real needs of the customer through the customer's words. . Sales consultants should not "sing a one-man show" and not give customers the opportunity to speak.
If the sales consultant has a strong desire for expression, he will scream and sneak at the opening, just letting himself spit out, completely ignoring the reaction of the other party, and the result will only make the other party disgusted and avoid it.
Six bogeys: the language is cold, so that customers can not participate.
When the sales consultant talks with the customer, the attitude must be enthusiastic, the language must be sincere, and the words and demeanor must reveal the true feelings. As the saying goes: "The person who touches the heart, the first thing is love." This kind of "love" refers to the true feelings of the sales consultant. Only with your own true feelings can you exchange the emotional resonance of the other party.
In the conversation, the indifference will inevitably bring a cold spot, the cold field will definitely bring business to the market, and sales consultants should not be speechless.
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