Speaking skills in communicating with customers

Speaking skills in communicating with customers

Communication skills with customers, in real life, speaking skills are very important when communicating with people, especially when communicating with customers, so as to impress customers' hearts. Let's look at the speaking skills of communicating with customers.

Communication skills with customers 1 1. Salespeople should not be too enthusiastic when chatting with customers, otherwise some customers will be disgusted.

2, understand the needs of customers, recommend the right products according to customer needs, don't blindly recommend products. This will only bring discomfort to customers.

Don't hide anything from customers. If there are any defects in the product, you must clearly inform the customer, otherwise it will easily lead to unnecessary quarrels in the later stage.

Salespeople must be polite to others, and there should be no conflict when talking with customers.

When chatting with customers for the first time, don't directly mention shopping with customers, you can simply chat with customers first.

6. Find the same topic as the customer.

7. Don't take the initiative in your own hands, let customers take the initiative.

8. You can't talk nonsense when chatting with customers. You should have your own bottom line, and you can't be led by customers.

Touching narrative skills

1, when people communicate with each other, they must speak implicitly and be accepted by the other party. You can't say anything embarrassing.

2, talk less about topics that can cause silence, otherwise it is easy to have a chat.

Don't interrupt or comment when others are talking.

When chatting with others, you'd better cooperate actively.

You must be measured when you talk to people you don't know.

6. Everyone's communication style is different, that is to say, everyone speaks in a different way.

7. You can praise others a lot and have a good time chatting.

8. When comforting others, you can use some body language appropriately, you can touch others' backs, and then comfort them with words.

9. You can create an atmosphere by talking.

10, you can tell some stories to attract others' approval and impress people.

Communication skills with customers. Differentiate: Don't treat customers in a formulaic way.

When serving customers, your answers are too formulaic or perfunctory, which will make customers feel that your attitude is cold and impolite to them, leading to customer dissatisfaction. So pay attention to the following points:

1. Look at each other, no matter how polite and respectful you are, if you just keep talking and ignore your customers, he will feel very unhappy. So look at each other when you talk. If you don't look at each other, it will make them uneasy. If you keep staring at each other, they will feel oppressed. You should look at your customers with soft eyes and answer their questions sincerely.

Smile all the time when others talk to you, or if you are expressionless when you talk to others, it is easy to cause misunderstanding. When talking, smile at each other more, and you will understand the power of smiling, and not only the customers, but also the people around you and even yourself will feel very happy. But if your smile is not used properly, or your smile has nothing to do with the conversation, it will make the other person feel puzzled.

3. When listening to each other attentively, you need to listen to each other attentively and understand the information they want to express. If a person talks for a long time, the speaker is very tired, and the listener is also very tired. Therefore, it is better to answer the other person moderately when talking.

4. Change when you speak. You should make appropriate changes in speech speed, tone and voice according to what you say. If you talk like a robot, you will be bored without cadence. Therefore, when we speak, we should pay more attention to intonation and content, and gradually improve it.

Second, capture the guests first.

Winning customers' hearts is more important than completing a single sale. I don't care if there are any customers, but I want to keep it going. Once owned, it can only bring short-term benefits, but it will always give you both short-term and long-term benefits.

Customers are not your "cash cow", but your good friends, and they will bring you a cornucopia. Every morning, you should be prepared to make more friends. You shouldn't sell anything to your friend, you should find what you want to buy for him. There is a big difference between selling a suite to a customer and buying a suite for a customer. Customers prefer shopping to sales. Concentrate on understanding the needs of customers and help them choose the most satisfactory house.

The customer not only wants to buy a property, but also wants to buy a peace of mind, a sense of satisfaction, a good investment and a proud ownership. The highest level of promotion is to help customers get a more relaxed and happy life. You may not get more income in a short time (unlikely), but you should feel good. When you get used to this practice, your income will increase by leaps and bounds.

Third, use both eyes and brain.

1, look around and use one side of the brain, which is the realm that a salesperson should be able to reach when communicating with customers. Pay close attention to the transmission of customers' oral language, body language and other signals, pay attention to people's way of thinking, make accurate judgments, and carry out the five steps of sales smoothly to the end. Customers usually find some excuses to prevaricate before deciding to "settle". Salespeople must judge the truth through observation, don't believe customers' prevarication, grasp customers' psychological reaction, grasp their eyes, see with their eyes, and pay attention and listen with their ears.

2. Pay attention to the human way of thinking. The way of thinking of human beings is to reflect the thinking of the brain through the eyes, so we can use this to enhance the visual response of guests, enhance their feelings and deepen their impressions. Even if guests have rational analysis, they are willing to buy things with strong senses. For example, when two people are dating, the man says "I love you" to the woman, and the woman may not feel anything. If the man sends flowers to strengthen his feelings, the woman can not only hear the sentence "I love you", but also see it with her eyes to strengthen the credibility of this sentence.

3. Transmission of oral signals When customers have the intention to buy, they usually send the following oral signals: ◆ The customer's questions turn to the details of the goods, such as cost, price and payment method; ◆ Learn more about after-sales service; ◆ Express positive affirmation and praise for the salesman's introduction; ◆ Ask about the degree of discount; ◆ Express dissatisfaction with the goods currently used; ◆ Ask the salesman whether the delivery time can be advanced; Take the salesman's introduction and ask a rhetorical question; Put forward some objections to the goods.

4. The implementation and application of body language reflects the change of customers' wishes in the purchase process through the number of expressions and gestures.

5. Expression signal ◆ The customer's facial expression changes from indifference, doubt and depression to natural and easy-going, ◆ The eyes change from slow to fast, and the eyes are bright and radiant, from thoughtful to clear and relaxed; ◆ The lips began to tighten, as if tasting and weighing something.

6, posture language signal ◆ The customer's posture changes from leaning forward to leaning back, and the body and language relax; ◆ Take a relaxed posture, lean back, wipe your face and hair, or do other actions such as relaxation and stretching; ◆ Pick up the book and read it carefully; ◆ Start to observe the goods carefully; ◆ Turn around and approach the salesman, take out a cigarette for the other party to smoke, as a friendly gesture, and enter the chat; A sudden tap on the table or a part of your body helps you concentrate and make a final decision.

7. Initiate the purchase motivation Every customer has a potential purchase motivation, and he may not even know it. The responsibility of a salesman is to "explore" this hidden motive, and not be deceived by the appearance and clothes of customers, even if they just buy food, they can get such an opportunity. Sales staff should not take an indifferent or antagonistic attitude just because they think that customers have no intention to buy a house. They should not wait for customers to ask, but should take the initiative to greet and guide customers.

Matters needing attention when communicating with customers

1, don't be pessimistic and negative, but be optimistic about a salesperson in the world, who is under pressure from the company, customers and family every day; A salesman, fighting alone almost every day, bears the joys and sorrows of success and failure; A salesman tries his best to do things that satisfy customers every day, but many of his views and opinions can't be directly expressed.

These will make the sales staff feel bad and even depressed. But when communicating with customers, we must put these aside and not show the slightest negative attitude. Otherwise, others can't have confidence and affection for you.

2, know yourself and yourself, with the rhythm of the guest speech. Guests have different speaking habits, and the rhythm is fast and slow. It is the best policy to cooperate with the rhythm of the guests. It is also important to know the personality of the guests in advance. This depends on more observation and diligent accumulation of experience.

3. Call the guest's name more often. In conversation, it is often said that according to Mr. XX's opinion, remember the guest's name and don't make mistakes. Especially for the first time. Everyone likes others to remember their names, so that they can measure their importance in others' minds.

4. The language is concise and clear. In the conversation, if the words are verbose, the concept is vague, and the opinions cannot be clearly expressed, it will seriously affect the negotiation. Therefore, we should pay attention to the wording in the conversation, express ourselves in concise language so that others can hear clearly.

5. Smile more and think from the guest's point of view. It is very important to have a relaxed discussion atmosphere, especially to smile more and use humorous language, which can break the silence and reduce conflicts and frictions between them.

If you have different opinions, don't refute the guest's point of view immediately. You should say "your suggestion is very good, but can you consider the following opinions" before expressing your opinion. In doing so, I respected each other's suggestions and stated my own views.

6. If you have your own opinions when talking with the other party, it is very pleasant to get the recognition of the other party. When the two sides have a * * * sound about a certain point of view, they will happily continue the topic. On the other hand, if one side's point of view is not recognized, it will be boring and impossible to continue the dialogue. In conversation, nodding your head properly or thinking from the customer's point of view can enhance each other's feelings and be of great help to work. Carefully understand the guests' concerns and interests.

7. Don't interrupt the guest's conversation. It is impolite to interrupt a guest before others have finished the whole sentence, which will make the speaker uncomfortable. Listening to the other person before answering can reduce misunderstanding.

8. criticize and praise the other company or product, and don't praise the service or product of the customer's opponent. Praise each other's strengths. Appropriate praise will make the other person unforgettable; Similarly, casual criticism may also hurt each other.

9. Don't abuse technical terms. When talking or introducing guests, use specific images to explain. When using technical terms or making abstract introduction, you can use some simple methods, such as 10000 square meters of green area, which can tell customers how many basketball courts the green area is equivalent to.

10, learn to use idioms when you speak, and use some idioms appropriately to make people feel your quality and connotation, and at the same time increase customers' desire to talk to you.

Communication skills with customers. Show kindness and welcome to your communication partner.

If communication is initiated by oneself, providing all conveniences for the other party can make communication in a friendly and harmonious atmosphere from the beginning. Especially when your communication customers come from afar, you will enthusiastically tell them that arranging everything will not only show your sincerity, but also allow customers to concentrate on communicating with themselves without worrying about trivial matters such as accommodation and food.

Second, pay attention to the needs of customers.

It matters if you care. No matter what industry you are engaged in, good interpersonal relationship will give you a great boost. As we all know, Joe girard is a legend who can sell any product to anyone at any time and place, but joe girard once lost his business because he didn't pay serious attention to the needs of customers.

Third, let customers feel enough enthusiasm.

Enthusiasm is the key to effective communication. When you are indifferent, failure begins. The broker's love for the house will affect the client's decision. The success of those top salespeople lies in that everyone has an infectious enthusiasm for their company and housing at any time and under any circumstances.

Fourth, express your views clearly.

Because of nervousness and other reasons, you may be eager to express your sales intention and ignore your own expression, and even make mistakes in language expression, which will make it difficult to communicate with customers. Therefore, we should try our best to use the most clear and concise language to let customers get the relevant information they want to know.

Verb (abbreviation for verb) listens patiently to customers' needs.

Listening is also an effective way of communication. If you want to impress customers in the shortest time, don't just talk about yourself, and say some boring topics to make customers feel bored. We must listen carefully to customers' views and requirements on housing, and only in this way can we communicate in a targeted manner. Of course, in the process of listening, we should not show indifference and indifference, but should respond or agree appropriately.