How to communicate with customers and make them accept you?

How to communicate with customers and make them accept you?

In communicating with some successful telemarketers, it is not difficult for us to find some rules. When facing customers, whether the marketers' language expressions are generous and appropriate, and whether they can resonate with customers? In this way, you can get closer to the customer emotionally, which will determine whether he can accept you from the bottom of his heart and the ultimate reason for loving your product.

1. Speak sincerely.

Only sincere people can win trust. We cannot persuade a company with an annual output value of 5 million that recruits people once or twice a year to become our senior member in order to improve personal performance. That is unrealistic and will be resented by customers. First of all, we should start from the company's customer base, industry, enterprise size and other factors, learn as much as possible about upstream resources, communicate with customers from the overall situation, and let customers feel that we are professional. Secondly, when we chat with the company's HR manager, we get to know the person's temper and hobbies. If this person is busy, after you define this customer as a prospective customer, you can also make some sweet remarks to learn about it from his assistant or colleague. I think once you understand this, it will be of great help to your offense. It is said that before making an appointment with a guest, President Washington of the United States had to check the person's interests and hobbies on the first night. Why not do it!

2. Give customers a reason to buy.

Last month I went shopping in Dongmen and walked into a small shop. The proprietress warmly greeted us and introduced us to all kinds of clothing. After trying on a few items, I felt dissatisfied, but seeing that the landlady was very enthusiastic, I didn’t feel too embarrassed and just left. What I didn't expect was that just when we were feeling tired after shopping for half an hour, the lady boss packed up all the clothes we tried on. I said we don't want any more, and the landlady's expression suddenly changed. Finally, I said, give me a reason to buy it! The shop owner was speechless. Always grasping the customer's needs and affordability, and understanding the customer's mentality are the keys to the final transaction. Many times, we do a lot of things and waste a lot of time, but in the end we fail at the last minute. Just like when I went shopping for clothes above, I was just shopping around. I didn’t have any strong needs. I just took a look. If there was something suitable and something I really liked, I picked one up. But the boss lady regards me as a big customer, and everything from reception to final transaction amount is achieved at this level. Just like when we are in sales, a small company obviously only recruits one or two people, but we have been negotiating with them for a year from beginning to end. This will inevitably make it more difficult to close the deal in the end, and it will also bring inconvenience to the customer. Good influence.

What puzzles me the most is that the lady boss got a little angry at the end. Originally, I thought I would not buy it this time. Seeing that she has a good sense of serving the people, this is also rare. I will buy it next time. The thing must come to her, so thinking about her talking and talking for half an hour is worth it. But sometimes we are too eager for quick success. When customers fail to deliver on something they have promised or acquiesced to, we tend to be a little emotional, which creates obstacles in communicating with customers. You must know that the work we do is actually sales, but actually has more components in service.

I remember when I left my previous employer, I looked back at the sales department’s office. Those big ocher characters were still eye-catching: The customer is always right.

3. Let the customer know that he is not the only one who purchased this product.

People have a herd mentality. When recommending products, business personnel should timely tell customers that some companies or companies with similar or identical situations have purchased this product, especially his competitors. This is the one I purchased. This not only shocked him psychologically, but also enhanced his desire to buy. According to experience, when this company purchases the same type of product, it will definitely buy a higher-end product than its competitors, in order to undermine the morale of the other party.

4. Enthusiastic salespeople are most likely to succeed.

When a customer asks about a product, don’t just say, “I’ll send you a quotation and you can take a look.”

Unless the customer is very pressed for time, you would ask to send a quote. That should also be said at the front. I'm really sorry. I originally wanted to introduce the product to you, but this time I might let you see it yourself. Let the customer feel that you are always in her presence, let her feel the unrestrained emotions, and touch her like flowing iron. If time allows, even if the customer has no demand, or the customer has no demand, we should also receive them sincerely and enthusiastically. Who knows what position she is and what background she has; if she has no demand, how do we know that her husband has no demand? ;She has no needs, so how do she know that none of her friends have a high professional title? This is what my friend who practices Huiren Shenbao told me.

Yes, we should have a broad customer theory--everyone in the world is a customer.

5. Don’t act self-righteous in front of customers.

. If the customer is really wrong, be smart and let him know that others often make the same mistake and that he is just making a mistake that most people are prone to making. Many people stick to two rules of life at home: first, the wife is always right; second, even if the wife is wrong, follow the first rule. Outside, in the company, as long as you change the words slightly, it becomes that the customer is always right. Even if the customer is wrong, it is our fault. I believe you are not only a good man but also a salesperson who does a great job.

6. Pay attention to what customers say and understand what they think.

Some customers have clear requirements for the products they wish to purchase. Listening to the customer's requirements and meeting the customer's needs will make the sale smoother. On the contrary, if you blindly want to sell your products, interrupt customers unreasonably, and chatter endlessly in their ears, you will fail in all likelihood.

Customers not only hope to receive your pre-sales service, but also hope to receive good service after purchasing your products. Continuous phone calls, holiday greetings, etc. will give customers a good feeling. . If you promise something to a customer, don't make excuses to delay or not do it, such as whether gifts and invoices are sent out in time.

8. Don’t slander others in front of customers.

Even if your competitors have shortcomings in one way or another, never slander others in front of customers to promote yourself. This approach is very stupid and often makes customers have a rebellious mentality. At the same time, don't speak ill of your own company or complain about the company's shortcomings in front of customers. Customers will not feel confident recruiting talents in a company that even their own employees don't agree with.

9. When a customer has no intention of buying, never use old-fashioned sales tactics to put pressure on him.

Many times, customers have no intention of buying your product. At this time, should you take the initiative to retreat or continue to sell to him perseveringly? A more appropriate approach is to retreat in order to advance. You can change the topic and talk about something that the customer is interested in, or look for opportunities to visit again to give the customer a psychological preparation process for purchasing. Don't expect to be able to make a final decision right away. After all, such luck is more important. Less.

10. Attacking the heart is the top priority, and attacking the city is the bottom priority.

There is a saying in the art of war: attacking the heart is the top priority, and attacking the city is the bottom priority. Only when you win the customer's heart will she treat you as a partner and a friend. Only in this way will your business last long and you will have more and more friends. My eldest brother who is a professional manager told me that only if you make your customers your friends, your road will become wider and wider; otherwise, it will be just a flash in the pan.

Attacking the heart is not necessarily a matter of entertainment and corruption. The icing on the cake is not as good as the icing on the cake. Normally, greetings during the New Year and holidays, a word, a lifetime, a feeling, a glass of wine, are enough. How to make customers accept yourself

You need to let them see the special features of the products you promote, and then show the advantages over similar products in terms of price and service! How to get customers to accept the products you introduce

No matter you sell any product or service, there are only two results: either you sell "yes" to the customer, or the customer sells "no" to you.

Selling is a job full of challenges. Only by choosing the right direction and taking the right path can customers accept your sales proposition.

You must understand who your customers are. In many cases, not every product is suitable for everyone. It does not mean that you will be successful if you sell the best products in the world. For example, some people say "Rolls-Royce is the best car in the world." However, if this customer is just a housewife or a mother who wants to take her children to class, she may not need a Rolls-Royce, even if it is the best car. Nice car. Therefore, salesmen must understand "Who are your customers?".

Every product has its customers. You must have a clear understanding of who your customers are, especially who your ideal customers are. Who is the best fit for your product? Who are the people who need your product most urgently? How do you find these people? Many salespeople have great difficulty in developing new customers because they have never carefully analyzed who is most suitable for their products.

Who are your customers? First of all, you must understand whose needs your product can meet, that is, you must first find customers who need it. These customers have actual or potential needs for your products, and they have the ability to purchase. How can we make customers accept that they like themselves?

Smile and make him feel that you are reliable, that he is right to be with you, and that he will not regret following you. How can a printing salesman make customers accept him? How can he attract customers?

It’s really hard to do printing business now. There are printing factories everywhere. You’d better find one nearby and give the other party some benefits, such as a meal before discussing business. It’s difficult to operate from a distance. How can I trust you with just a phone call? If you want information, you can print a simple copy for him. The content is the same as what you said on the phone. If he intentionally sacrifices the near and seeks the distant, he will definitely contact you if he wants to gain benefits.

How to communicate with customers?

First, we analyze the communication principles of requirements, and then look at how to improve communication skills. The definition of communication is any process in which people share information, ideas, and information. Another definition is that communication affects opinions, decisions, and behaviors through the interaction of information. In demand-acquisition communication, information is the needs of this system. The purpose of requirements elicitation communication is to establish the concept of system requirements and unify the definition and understanding of system requirements, that is, what the system should do and what it should not do.

Note that communication here must be two-way. The communication elements in demand acquisition include: transmitter-receiver. Any communication participant is both a transmitter and a receiver. Each communication participant plays a certain role. The role is the specific role played by the individual in the mutual relationship. Functions and behaviors that can be compared with a set of norms. The participants in demand acquisition are mainly users and developers; information, including symbols, articles, thoughts and emotions related to needs, etc.; channels, through hearing, vision Or touch to achieve communication; noise, noise in the demand acquisition process is mainly different understandings of demand definitions and ambiguous information; feedback, the interaction between the transmitter and the receiver, is a necessary condition for communication to be established, and feedback is not necessarily It’s language, such as responses, questionnaires, etc., which are all different forms of feedback; environment, the subjective choices and settings, is where communication takes place. Communication is classified according to the subject and object in which it occurs, and can be divided into interpersonal communication, human-computer communication and organizational communication. Organizational communication refers to the exchange and transfer of information between organizational members. Demand acquisition is a type of organizational communication. Organizational communication is divided into downward communication, Upward communication and parallel communication. Downward communication is the communication between superiors in the organization to orders, instructions or notifications to subordinates. Upward communication is the communication between subordinates about the reaction of superiors. Parallel communication is communication between the same levels of the organization. Demand acquisition should be This kind of communication should avoid becoming downward or upward communication.

Robert Heller once said, "Good communication is to an organization what blood is to life." Although the purpose of communication is to transmit information to the recipient, it has many ways of speaking, writing, listening, etc. , communication aims to process information and improve relationships.

How to use communication skills to improve communication efficiency? This requires us to improve communication in many aspects.

Oral communication: Through oral communication, we can obtain information in a more accurate, convenient and timely manner, providing a place for discussion, clarification, understanding and immediate feedback. When communicating verbally, you should observe the other party's body language, voice and intonation, which are important factors that enrich oral communication. Oral communication should be frank and clear, and should not be misleading or difficult to understand when expressing your opinions. The core of communication is not language, but understanding. Both parties in oral communication should pay attention to listening. In the communication process, the sender and receiver of information may have completely different understandings on certain issues.

At this time, you should pay attention to getting as much information as possible before communicating. It is better to make a clear explanation than to ask questions all the time. Too many questions will greatly reduce your credibility and make people unable to communicate. If you don't understand you correctly, people will have a negative impression of you. Try to explain the question clearly so that the other party understands your meaning and attitude. If you do not understand what the other party means but you have some other understanding or assumption, you can ask the other party directly. You should find out what the other party means as soon as possible. Meaning, resolve misunderstandings arising from mutual communication as early as possible. Let everyone focus on the goal and establish a common stance. This will enable people to understand each other and not be afraid of making trouble or killing each other. Understand the difference between questioning and defending, and take the time to ask others for their opinions. Also share with them why you stand for the position you take. People must be careful when communicating verbally not to use language that could be construed as sexist, racist, prejudiced or offensive. Because this method is synchronous, the timing of verbal communication must also be paid attention to. It is not appropriate to break into the user's office and interrupt the other party's work or meet the user in the corridor and chat for half an hour.

Meetings and discussions: Meetings are an effective tool and means to strengthen organizational building, strengthen member expectations, and promote investment in project goals. In order for the meeting to be effective, the purpose, participants, and agenda of the meeting must be determined before the meeting, and the purpose, agenda, and materials of the meeting must be distributed to each participant; during the meeting, the meeting must be held on time, and a person who can take minutes of the meeting must be designated. The host of the meeting should Supervise rather than dominate the meeting. The content of the meeting should be timely and recorded as much as possible. A laptop should be used during meetings or interviews, and a person skilled in typing should be designated to record all discussions. While recording, certain arrangements should be made. One way is to use recording. Participants in the meeting are fully engaged in the meeting, and they are sorted out through recording afterwards. If you don’t do this, then you will find that when you end the meeting, all the discussions are left with only a vague impression, and the requirements are still a distant thing for you. Please summarize and document the results of the meeting before the end of the meeting. Users participating in the discussion comment on and correct the noted content, control the progress of the meeting and the scope of the discussion, and end the meeting on time; after the meeting, announce the meeting combination, and arrange for personnel to follow up on project decisions and arrangements.

The first meeting between users and developers is like the first meeting between two strangers. No one knows what to say or what to ask, and they are all worried that what they say or do will cause disagreements. , they all think about what they want to get, which is different expectations. At the same time, they all hope that the same thing is the success of the project. The following suggested list of questions can help meeting organizers stay on target:

Phase 1: Start with free questions to gain some basic understanding of what problem is being solved, who needs the solution, and The desired effect of the solution.

1. Who is the initiator of the problem or the beneficiary of the solution?

2. Who will use this solution?

3. What economic benefits can be obtained from a successful solution (do not involve the user’s business secrets)?

4. Is there or need another solution?

The second stage: Get a better understanding of the problem and the ideas expressed by users

1. What problems is the solution positioned and solved?

2. What output will a successful solution produce?

3. In what environment will the solution be used?

4. Are there any special performance requirements or constraints that affect the solution?

The third stage: focus on the effect of the meeting

1. Do you think there is a more suitable person to answer these questions?

2. Is the meeting too long and has too many questions?

3. Can other people provide other information?

4. Are there any other questions we haven’t asked?

Handling conflicts: Conflicts will inevitably occur during the communication process. Differences in goals, motivations, personalities, and temperaments will lead to conflicts. We must pay attention to and face conflicts. Conflict also has its own advantages. It can expose problems and attract early attention; it can stimulate discussions and clarify concepts; it can force the search for new methods; it can cultivate creativity and better solve problems. There are several ways to deal with conflicts:

1. Avoidance or withdrawal: People involved in the conflict take the initiative to withdraw from the situation to avoid disputes. This approach is a negative approach that can build up conflict and lead to subsequent escalation.

2. Competition or coercion: Treating conflicts as a win-lose situation and believing that winning is more valuable than the relationship may lead to people's resentment and worsen the working atmosphere.

3. Mediation or elimination: Try to find areas of agreement in conflicts, ignore differences as much as possible, and do not discuss possible differences, but this does not completely solve the problem.

4. Compromise: Seek a conciliatory compromise solution that focuses on diffusing differences.

5. Collaborate to solve problems: Face the problem directly, seek a win-win outcome, and try your best to get the best and most comprehensive solution. All those involved in the conflict clearly understand the assumptions of the other party's point of view, especially those who Where there is conflict, be willing to give up or redefine your views and opinions. It can be seen that this is the most positive and best way to deal with conflicts.

Written communication: Accept that documents, memos, or emails are all written communications, and they are characterized by durability. Written communication should only be used when necessary and will not increase the workload of both parties. We are often unwilling to look for information in trivial documents that can be obtained through oral communication at the next meeting. All written expressions must be clear , concise, cannot be accompanied by other content irrelevant to the topic, use short sentences instead of long sentences, use active voice instead of passive voice, avoid using double negatives or ancient Chinese vocabulary, and the wording should be natural. Written communication is also an effective way to aid memory.

Speeches and reports: Before giving speeches and reports, the purpose should be clear, prepare a written outline, be fully prepared and practice a lot, the content should be concise, make sure the information can be understood clearly and correctly, and do not judge by quantity but by quality. To impress the recipient, use pictures and tables to illustrate the problem. During speeches and reports, the language should be clear and fluent, the sentences should be short, and the transition between key points should be natural. You should also try to use body language, smile consciously, relax your arms or add explanatory gestures at the same time, which will make you appear more confident and Can relieve tension. Speeches and reports must be completed within the specified time. Do not delay. It is best to set aside a period of time for mutual communication with the audience.

The effectiveness of communication varies greatly, and it plays a decisive factor in the success of demand acquisition. We should pay attention to the professional skills in obtaining demand, and at the same time see the importance of communication, and the efficiency of communication can Improvement requires us to work hard to improve our communication skills.

During the process of communicating with customers, the customer's eyes, expressions, and inadvertent movements are all reflections of his psychological state. An excellent salesperson must be good at grasping them.

——Quoted from Yanbian People's Publishing House's "Complete Book of Sales and Marketing"

You can take a look at the book "Social Versatility" on Sina Reading Network, which is dedicated to communication. Secondly Zhang also has cases and a series of case methods for communicating with customers and getting customers to come back.

People often say: The south is thick and black, and the north is vertical and horizontal. That is to say, the book Houhei Xuehe is very classic, but it has been read by many people, so if your customers have probably read it, the key is to see how you use the concepts in it, which will be superior. key. Hope this helps. How to make customers accept you

1. Don’t say critical words. This is a common problem among many customers and business people, especially new business people. Sometimes they speak without going through their brains and blurt out hurt others without feeling it themselves. Common examples are: the first thing I say when meeting a customer is, "It's really hard to climb up this building in your house!" "This dress doesn't look good and doesn't suit you at all." "This tea tastes really bad." Or, "You This business card is so old-fashioned! "Life is not as valuable as death!" These blurted out words contain criticism. Although we have no intention to criticize and accuse, we just want to make a smooth start, but to the customer's ears, it feels like Not feeling too good anymore. People often say, "I would like to hear a good word even if it is a good word." That is to say, everyone hopes to be recognized by the other party, and everyone likes to hear good words. Otherwise, how could there be such a saying as "praise and encouragement make a *** a genius, criticism and complaints make a genius a ***"? Who in this world wants to be criticized? Sales personnel are engaged in sales and deal with people every day. They should say more complimentary words, but they should also pay attention to the appropriate amount. Otherwise, people will feel hypocritical and lacking in sincerity. Just like Aunt Wang who lives in my compound, one day after the salesman said goodbye to her, she ran over to us and said: "Don't listen to what he says. He talks so sweetly, it's all fake. The people trained by this insurance company are all in the same pattern, glib and talkative! "Look, this Aunt Wang is invisibly reminding us that the complimentary words used when talking to customers must come from your heart, not from your heart! Praise without any boundaries, you must know that expressing it naturally without being humble or arrogant can win people's hearts and convince people. 2. Eliminate subjective issues. Some of our newcomers have not been involved in this industry for a long time and have insufficient experience. In the process of interacting with customers, they inevitably cannot have the ability to control customer topics and often follow the customers to discuss some subjective topics. In the end, opinions arose in disagreements over certain issues. Even though some people argued over certain issues and gained the upper hand, a business fell through just like that after the fight. Think about this kind of subjective attitude. What is the point of debating sexual issues? However, experienced salesmen, when dealing with such subjective issues, will initially start some discussions along with the customer's point of view, but during the debate, they will immediately bring the topic to the product being sold. In short, I think you should put down all things that have nothing to do with sales, especially subjective issues. As a salesperson, you should try your best to avoid them. It is best to avoid talking about them, which will be good for your sales. 3. Use less professional terminology. Mr. Li has been engaged in life insurance for less than two months. As soon as he entered the battle, he showed off to his customers that he was an expert in the insurance industry. He stuffed a lot of professional terms on the phone to customers, and every customer was confused. Feeling stressed.

However, due to business constraints, it is recommended that you make such words simpler and use summary to pass them by. In this way, customers will not get tired after listening and your sales will be effective. If there are some very important words that you must explain clearly to your customers, then I suggest you not to force it on them. During the process of explaining, you might as well change your perspective and find something they like to hear. Let me tell you a little story or a little joke, and then get back to the topic. Maybe this will have a better effect. In short, I personally think that because this type of topic is boring and customers don’t like to hear it, it’s best to keep it as long as you can and leave it alone. Sometimes it’s better than telling the whole story. 9. Avoid indecent words. Everyone wants to be with people who are cultivated and sophisticated. On the contrary, they don’t want to associate with those who are “foul-mouthed”. Similarly, in our sales, indecent words will definitely have a negative impact on the products we sell. For example, when we sell life insurance, you'd better avoid words like "death," "dead," "done," and the like. However, experienced salesmen often use euphemistic words to express these sensitive words when dealing with these indecent words, such as "lose your life" and "go out and never come back" to replace these terms that people don't like to hear. How express delivery attracts customers and how to communicate with customers

Also looking forward to it

No one answered! Let me introduce to you how our company chose to choose a courier company again

The courier company promoted their company's strength and the safety factor of their company. At that time, we used to use The goods from a courier company were lost!

I chose to eat it. Later, the person was very attentive and often bought some cold drinks and drinks for us!

Let’s identify Terah now