What topics should interior designers pay attention to when talking about lists?

(1) The basic qualities that a designer should possess.

Any designer hopes that his design works will be accepted, that the transaction negotiation with customers will be successful, and that he is struggling to find all kinds of effective methods and success secrets.

First of all, the designer's own image is very important. A well-educated person with a certain artistic accomplishment, his good and elegant appearance is not for showing off. It represents the image of the company. In the actual negotiation and transaction process, the designers of the same company use the same skills, but the customer evaluation is quite different, which is usually caused by the designers themselves. Excellent designers will give customers a good or high evaluation when communicating with customers, while designers with poor ability will leave many misunderstandings when communicating with customers, which will make customers lose confidence in designers and companies at the same time. Customers get to know the company by talking with designers, regardless of the status of designers in the company, they all represent the overall image of the company. Secondly, all designers should learn to recommend themselves. Most designers will talk about the company in negotiations, but one thing must be carefully remembered: you must promote yourself while introducing the company. In actual negotiations, customers are most concerned about price, project quality and after-sales service. So we want our customers to know more about our designers' own abilities and the company's operation policy.

In today's increasingly fierce market competition, companies are working hard in all aspects. Therefore, under the same price, quality and after-sales conditions, how to let customers choose your company and choose you as their designer must start with the overall advantages of individuals and companies, learn how to sell themselves and how to add additional factors to produce better results. What customers need are excellent designers with strong ability, strong sense of responsibility and high quality to meet their requirements.

In daily work, we should avoid being disheveled, depressed, covered in jewels and heavy makeup, which will leave a poor first impression on customers and lose the temperament and image of designers themselves. Actively create a good conversation atmosphere for yourself. Male designers had better wear suits and shirts. The neckline and cuffs must be clean and flat, and the tie should be neutral, not too flowery or too black.

Female designers should not dress up too fancy, make up too much, wear too much jewelry, and show elegant and generous professional femininity.

Language use is very important. In the conversation with customers, use warm and confident language, which requires you to treat every customer with full spirit.

The cadence of expression will increase the persuasiveness of your expression, so you need to speak loudly when talking to customers, avoid the mantra, avoid speaking too slowly and avoid slurring. There is an old saying in China, "It is not surprising to be polite to others". A designer's image should not only pay attention to clothes and colors, but also pay attention to his own cultivation. Polite behavior will contribute to your success.

Let customers fully express their ideas in the conversation and be good at listening to customers' conversations, which will help you to know more information and real ideas, and also help to build mutual trust with customers; In conversation, you should express yourself in a relaxed manner. Being too nervous will reduce the weight of constructive suggestions and weaken your persuasiveness.

Second, character and character.

1, positive attitude towards life

Designers should have a positive attitude towards life than anyone else and face achievements, setbacks and failures calmly. People who are depressed because of setbacks are hard to succeed. It is the quality that an excellent designer should have to regard failure as valuable experience, actively sum up and challenge the goal of success more and more bravely.

Step 2 be patient

Repeated visits to some potential customers are also one of the means to achieve the goal. Being able to constantly get the real needs of customers in each visit, and then receiving them in a targeted manner, and visiting again will certainly alleviate the rejection of the other party and patiently receive them for three or four times. Maybe the client has already planned to cooperate with you. Therefore, in order to avoid failure, it is very important to cultivate endurance.

3. Intelligence

Intelligence is very important for designers. Intelligence is the basis for us to respond quickly to customers' questions, and it is also the basis for us to adopt clever and appropriate coping methods. 4. Steady attitude

An excellent designer is not only a debater, but also a master who can explore customer needs from the heart and make appropriate responses.

In talking with customers, we hope that the other party will understand our point of view and tell customers that we understand his needs and can meet them. We don't want our customers to agree with us and finally not cooperate with us. Therefore, a steady state of mind is necessary. We advocate a way to deal with the overall situation on the basis of understanding and respecting customers, rather than blindly obeying customers without principles. The foundation is respect, truth, not hypocrisy.

5. Reliability

In the market situation of oversupply, designers often face the ambiguous situation of customers wandering around. For customers, if they want to accept the market popularity of a new company or company, it requires designers to cooperate from all aspects and give full play to their expertise. The most important thing is to make the customer willing to accept the trust of a designer and ask the designer to take actions to make the customer trust. The relationship between the two parties is not just a temporary transaction. Only in this way will customers be willing to advertise for you and bring more customers back. Step 6 be considerate

People with good eloquence may not become excellent designers, because such people are often immersed in their own eloquence and thoughts, ignoring the real needs of customers. Excellent designers will constantly ask customers' needs, judge the real needs of customers with delicate sensibility and compassion, and meet the final transaction.

Step 7 imagine

A good designer should also have the ability to describe the future of the company. Imaginative statements can not only eliminate customers' rejection, but also bring satisfaction and self-confidence, enhance persuasiveness and promote the success of the transaction.

Third, the basic body language that a designer should have.

Look directly at each other and rest on their eyebrows. The distance is that two people are one elbow apart, their hands naturally droop or take information, sit upright and steady in the chair, cross their legs and lean forward slightly.

Fourth, the shortcomings that designers should overcome

A successful transaction is actually the result of a series of negotiation skills, experience and policy support. This is a systematic project. Any problems in this project will affect other aspects, leading to failure or incomplete success, so designers must avoid any mistakes.

1, to be honest

Some designers are used to written and rational exposition. It will make customers feel that their suggestions are not feasible and it is too difficult to achieve their goals. So cooperation or suggestions are often rejected.

2, the tone is outrageous

This will destroy the relaxed communication atmosphere, enhance the customer's disgust, and reasonable suggestions are out of the question.

3, like to refute at any time

If the designer keeps interrupting the customer's conversation and refuting every objection, it will make him lose an opportunity to find a real objection in a short time. When this kind of rebuttal is not accompanied by suggestions, it is only a temporary pleasure, which can easily lead to customers becoming angry from embarrassment and interrupting the conversation, which is very regrettable for both parties.

4. The conversation has no focus

If the focus of your conversation is unrealistic and it is difficult for customers to detect or find your requirements, then there is no way to talk. Therefore, making statements around the key points in the conversation can help you succeed.

5, insincere compliment

We should be honest with our customers and sincerely agree with their correct judgment on the market. If you make flashy compliments in order to sign the bill, it will reduce the credibility of designers and companies, and will bear the consequences in the future. V. Discuss the market segmentation of customer groups and consumer psychology (1) we are facing and the choice of customer groups.

The needs of consumers are diverse, and a specific design scheme or price cannot meet all the requirements of consumers. This requires dividing customers according to the results of market research and certain classification standards, and dividing customers into several types to find and master.

(B), customer types and consumer psychology

1, customer type

First, analytical and rational consumers

This kind of customer is usually more rational when choosing a company, and will weigh it from many aspects. Combining various factors, they will often consult a number of companies, fully consider the price, quality, service and their own affordability, and then decide whether to cooperate with you.

B. Independent and controlled consumers

This kind of person's way of thinking, behavior habits, preferences, etc. Are relatively fixed, very independent, and usually don't care much about the influence of the outside world. If they are interested in your company, they generally won't run away.

C, phenotype. Impulsive consumer

Such people usually like novelty and high-end things and spend a lot of money to show their status.

E. Friendly and hesitant consumers

Such people have no opinion, sometimes they don't even know their own needs, are hesitant, indecisive and capricious. 2. Consumption level

A, for analytical and rational consumers.

Usually, most working class people want not only good quality and service, but also low prices. It is necessary to highlight the advantages of the company, help them analyze their own situation, analyze the advantages of the company, and eliminate their concerns.

B, for self-controlled consumers.

These people's preferences are relatively fixed, and they usually have unique requirements for design, or higher aesthetic requirements, or special requirements for engineering quality. When negotiating, we should skillfully combine their demands. These people are usually very professional in one aspect, such as art and architecture.

C, for phenotypic and impulsive consumers.

Generally speaking, the requirements are more casual, and I don't want to show that I don't know anything about home improvement. We can highlight the uniqueness of our company through exaggeration and stimulation, thus stimulating its desire to pursue novel and high-end products and guiding consumption to complete transactions.

For friendly and hesitant consumers

We can publicize the characteristics of the company, understand the needs they don't understand, think of unexpected places through the horizontal comparison of the company, let him see the value and benefits of cooperation with our company and be his assistant. (C), the factors affecting cooperation with customers

1, price, quality, service, enterprise consciousness.

2. Consumer psychology: preference and income.

3. Social factors: family members, close friends, colleagues and neighbors.

(4) Matters needing attention in the whole transaction process and various environments.

1, the process of completing a transaction.

Visit customers, prepare before negotiation, handle objections during negotiation, and complete post-transaction services.

2. Telephone answering skills (consultation or feedback)

Polite language, tone, intonation, speed of speech, listen carefully, answer confirmed questions in the affirmative, and answer uncertain questions flexibly. 3. First contact consultation and communication

First, the designer should have negotiation knowledge.

First of all, we must understand our company and relevant departments. Secondly, our company's characteristics, development goals, technological process and its benefits to customers, our mastery of professional knowledge in decoration industry and the operation of peer companies, as well as our company's clear positioning in the same industry, our company's acceptance in the whole market, who our main competitors are, and where are the advantages and disadvantages of both parties.

B. Investigation of counterparties

Learn as much as possible about the natural situation of customers, such as name, age, marital status, occupation, hobbies, background, economic status, family status, etc. And understand the preferences and behavior habits of family members.

C. Try to imagine all kinds of problems that may be encountered in the negotiation process and find out six, and negotiate face to face.

1, overcoming communication barriers and effective communication skills

Make detailed and comprehensive preparations before the negotiation, act according to circumstances, start with appropriate topics, objectively understand the needs of customers and avoid subjective judgment. Choose enough trading reasons, emphasize that choosing our company is value for money, and avoid aimless introduction; Strive for customer recognition and avoid "losing customers"; Be honest and avoid exaggerated false information; Show interest and enthusiasm and avoid indifference; Ask questions, take the initiative, provide multiple choices and avoid unscrupulous means.

2. Negotiation skills

Know yourself and know yourself (the company's own analysis and understanding) Know yourself and know yourself (the customer's behavior analysis motivation) Find out the relationship between the two sides (needs and hidden matters, and establish a win-win situation).

3. Eight preparatory processes before negotiation

A. preparation before negotiation.

B, set big goals and prepare contingency methods.

C. Ask enlightening questions to get a deeper understanding of the truth.

D, grasp the initiative, turn customers' problems into their own problems, and turn their objections into positive interests.

E. introduce the benefits.

F. handle objections.

G, establish an elastic space.

H, achieve the goal. Do a good job of contingency measures, choose a better one, and be prepared.

D, if possible, try to agree on the time and place of meeting with the customer first, so as not to waste time.

Pay attention to your appearance, tidy your hair and dress appropriately before the meeting. Seven. Grasp the negotiation scene

The opening remarks depend on the situation, avoid copying mechanically, ask customers tirelessly, publicize moderately, don't exaggerate, and pay attention to each other's expressions, language, body language and other signals. Understand customer psychology and firmly affirm established principles. In the process of negotiation, we should add some topics that bring personal feelings closer, be good at creating opportunities for ourselves, seize opportunities, complete transactions, control advance and retreat, and leave room for the next conversation.

How should designers talk about customers 4

Eight, how to deal with objections

Objection is that customers object to the design scheme or the company's system and price for some reason. But this does not mean that customers will not cooperate with us, but there are still some concerns, ideas and dissatisfaction. There are two main ways to handle objections:

1, reducing the probability of objection.

In the negotiation process, objectively understand the customer's needs, provide a variety of choices, emphasize value for money, strive for customer acceptance with honesty and enthusiasm, and avoid objections.

2. Effectively handle objections.

(1), attitude towards handling objections

Relax, don't get excited, be sincere, pay attention to listening, repeat questions, answer seriously, be kind, respect customers and be flexible. (2), the first way to deal with objections

When customers raise objections, find out what the other party is not satisfied with, put forward correct views, and actively list the advantages of the company to make up for the shortcomings. Specific methods are:

First, the question method

You can directly ask why you disagree with customers.

B, right ... but

Accept the opposition of the other party and then turn it into a counterattack.

C, example method

Illustrate the customer's objection with examples, and relieve the customer's worries.

D, turn a deaf ear method

Don't take the other person's words completely seriously, but change the subject.

E, data transmission method

Attract customers' attention to information and other sales tools.

F, negative method

Deny what the customer said.

Echo method

Like an echo, I will repeat it in square characters.

(3) Method 2: A. Quotation

Emphasize that the quotation is different from other companies, and it is really worth the money, which is exactly what the other party needs.

Competitor of quotation

Emphasize the accuracy of your quotation, which is incomparable to other companies.

C. Satisfied quality and after-sales service

Emphasize the company's commitment and bring new feelings and benefits to customers.

D, receive preferential treatment

Tell our customers about our company's preferential policies.

E, your company has never heard of it.

Tell customers the scale of our company's influence and emphasize the company's popularity, but customers just don't notice it.

Stick to your point of view.

Designers should show a modest attitude, praise each other's opinions and achievements, and then elaborate their own opinions step by step, in order to achieve the purpose of successful negotiations. G, don't give a definite answer

Designers can directly ask questions related to the introduction until they are answered, or they can ask customers questions unrelated to the transaction, and customers are willing to answer them. When customers are interested, they can take the opportunity to return to the transaction.

H, maybe next time

Designers can ask customers to reconsider, make an appointment to talk again, or ask each other frankly, what is their failure? What can't satisfy customers? Sometimes you will get unexpected success.

I've decided not to cooperate.

In a very regretful tone, I hope the other party can reconsider, emphasize the benefits our company brings to customers, and cooperate again at the right time in the future.

J, tap new customers

If customers don't want to cooperate with their own companies, they can also find new customers from other places. The channel for customers to introduce customers is also the secret of your success. Nine, complete the transaction

Grasp the signal of successful negotiation. All negotiations are for closing a deal, and designers should pay attention to grasping the customer's response signals and closing a deal in time.

1. When the designer explains the details of the scheme and the quotation in detail, if you see that the customer suddenly focuses his eyes and shows a serious expression or silence, the designer should ask about the transaction in time.

2. After listening to the introduction, the smiling customer suddenly becomes nervous or changes from a nervous expression to a smile, indicating that the customer is ready to make a deal. After listening to the introduction, customers will look at each other and exchange views through eye contact. When you seek advice from others, you should lose no time to make a deal.

4. After the introduction, the customer will lean forward to the back of the chair, gently exhale and stare at the documents on the desk. At this time, the designer will close the deal in time.

When you find that the customer shows neurotic behaviors during the introduction, such as scratching his hair, licking his lips, blushing and fidgeting, it shows that the inner struggle of the customer is fierce, and the designer should clearly say what the customer is worried about, then the transaction is not far away.

6. When the customer * sits in the chair, looks around and suddenly looks straight at you, it means that the person who has been hesitating has made up his mind.

7. When the designer asks detailed questions, reads the materials and starts to calculate the cost during the introduction, the success of the transaction is not far away.

8. When the designer introduces, the customer has a childlike excited reaction or nods frequently, indicating that the customer has decided to close the deal.

9. If a customer who is eloquent in the past starts to ask some related questions and actively discuss them, it means that this customer is very satisfied with this transaction.

10. If a customer who listens attentively to a few words asks about the payment, it means that this customer has the intention to make a deal.

1 1. If the customer has a long face and looks confused, the designer should introduce and show more details to conclude the transaction.

12. After the introduction of the designer, the customer unexpectedly pulled a chair over. Or drink the water you prepared for him, which means that the customer is ready to make a deal.

13. When the customer wants to establish the price and payment method from the language, ask about the comparison of our service with other companies, and seriously talk about the topic of money, he can talk about the transaction with the customer when the customer says' temporarily impossible' but still asks for the main points. X. Words and deeds that hinder transactions

1, panic

When the transaction is coming, the designer's forehead is slightly sweaty and trembling, and the neurotic action will make the customer doubt and worry again when he loses confidence. Then you will lose customers' trust and orders.

2. It's no use talking more

Now that the transaction is ready, it shows that the customer's objection has basically been satisfactorily explained. At this critical moment, we should be cautious, remember that silence is golden, and avoid the failure of the transaction due to random opening of positions and new objections.

Step 3 control your excitement

It is very important to keep a straight face when closing a deal. A smile at this time will make the customer feel bad.

4. Don't make negative statements

At the moment when the transaction is completed, we should convey positive news to our customers so that they can sign the contract with confidence.

5. The sooner the better.

Don't talk to customers for a long time after the transaction to avoid falling asleep.

XI。 Closing method

1, direct operation completed.

Determine the details and arrange the payment method.

2. End of the programme

Ask the customer to choose one from various schemes.

Step 3 reward the ending

Provide additional benefits to make the other party take immediate action. Twelve, after-sales service

The transaction was successful, but the post-service designer should carry it through to the end.

Thirteen. abstract

Transaction negotiation is a systematic project, and designers should sum up the reasons and experiences of success. Maybe this time it was just an accidental or isolated success. After each transaction is completed, the designer should make the following summary:

1. During the negotiation, do I know clearly what the customer needs and what he doesn't need?

2. During the negotiation process, do I try to let customers know about myself and the company?

3. Did I get information from my competitors during the negotiation?

4. In this process, do I pay too much attention to my personal relationship with customers?

5. If the talks are unsuccessful, what are the reasons and crux of the failure?