Communication skills in service industry

Seize the opportunity to ask questions and use civilized language appropriately. For example, customers should have a title when buying goods. They can say, "What do you need, sir, madam or child?" Using civilized language will give people a kind feeling.

Step 2 change the language

Skillfully use switching language, turn passive into active, listen carefully to the customer's description, and don't interrupt others' conversation.

Step 3 speak flexibly

Don't focus on one topic to ask customers, you can ask questions according to their age and occupation, carefully observe their gestures, pay attention to the content and way of speaking, and master the right to ask questions on your own initiative.

4. Skills of changing sentence patterns

Skillfully use the skills of changing sentence patterns. For example, when a customer thinks something is too expensive, he can reply "Although the price is a little high, the quality is good", which will make the customer feel that it is worth buying. If your answer is "although the quality is good, the price may be a little high", it will reduce the customer's desire to buy. Although the two answers only change the order of sentences, they give people a completely different impression.

5, master the circuitous skills

When customers ask questions, don't answer them directly, otherwise they will lose their desire to buy. Don't be too sharp when customers are in doubt about buying goods. You can persuade them in a tactful way.