客户处理技巧(英).doc

客户处理技巧
Customer coping skills
A good customer handling can let you quickly seizing client's heart, but also can make you better communication with customers.
Facing the customers, we first need to customer requirements for understanding, listening is our customers deal with the first step.
the principle of listening
Everyone has his position and values, therefore, you must stand in the other positions, carefully listen to everything he said a word, don't use their own values blaming or judge each other's ideas with each other, to keep the common understanding attitude.
To be able to show sincerity, dedicated attitude listen to each other's word:
To achieve eyes sincerely gaze eyes eyes are the Windows of the soul.
Listening skills
Sales personnel listen to customers talking, most commonly occurs in the weakness is that he only pose listen to customers talked, the inside of the heart couldn't wait for opportunities, want to tell his own words, "listening" entirely this important weapon abandon need not. You couldn't recognize customer intentions, couldn't recognize the expectations of our customers, your sales as lose the direction of the arrow.
Listen, sales is one of the good method. One Japanese sales said: "for sale is concerned, good listening than rhetoricians; more important." Sales personnel through listening able to obtain more clients's approval.
How to build effective communication with customers, this is a long-standing confusion sales personnel. There are three different communication mode - polite to customer type, skills, promote type individual service type, which is a communication mode is more suitable for you?
Sales staff's most important oral communication is opening and closing. Because people in communication is easy to remember just start and finally happened. So the sales staff and communicating with clients, special attention must be polite greetings and at the beginning of the end of the last word.
Polite to customer exquisite instant response, including time instant, space instant and language real-time. So-called time instant means to walk to come customer timely greeting. If, as long as customers to the sales window approached within 1 meter in 5 seconds, will greet so that customer feeling your warm reception. Space instant is on the distance closer to customers. Close degree according to the cultural background of the around different for each. Language instant is customer in a different way to express have a problem, can rapid response, and cannot say: "that is not my department thing" or "I'm not you want to find people", a small language differences often leads to different result. So it is best to use positive language, such as "let's have a look what problem", than using passive language "this question is a same time" be polite.
Survey: most successful marketing language all has the following rules: create demand - trigger interest -- evokes desires, finally is to take action.
Nonverbal communication with customer information in the process of the potential customers and affects emotions. Similarly, put back to the customer's change in customer's hand heart, or customer the clap customer shoulder could be also much take 10% tip. Close to the customer, or squat down down with customers eye contact, will also improve tip number.
A good listener next to the point. Understand customers' needs is a very important even is one of the most important sales skills. Every sales call will have a purpose, and the most sales call aim is to understand the demand of customer - may last sales visit is to ask for orders, but before that many visit is to develop knowledge of demand.
The best way to understand needs only one, namely by asking them to understand questions - what customers need.
Many professional sales staff will put questions as the most important sales skills, because understand the demand of customer, the more selling products to customers the possibility of success will be bigger.
To understand the demand of customer, the question is one of the best ways. By answering questions can accurately and efficiently to understand customers' needs, providing customers with the services they need, generally there are several questions mode:
1. Ask type problems. Confirming, views clear questions to make our customers details that you don't know the lawsuit. Question can gain more details.
2. Sure type problems. Sure type problems that lets the customer answer "yes" or "no", the purpose is to confirm that a certain facts, customer viewpoint, hope, or a reflection of the situation. Ask this kind of question can quickly find problem, find out the crux of the problem.
3. Conventional type problems. Generally, with clients to begin a conversation, ask some questions about the identity of the customer, and its aim is to solve problems needed to obtain relevant information to dealing with problems when contact, query.
4. Solicit type problems. Let the customer description, talk about your thought, opinions, ideas, be helpful for understanding the customer's interest and the problem. With the results of the problem, ask client to provide service satisfactory? There is a need to improve the place? How to improve the and so on, which helps to tip customers, express our sincerity, improve customer loyalty.
5. Clarify type problems. For the customer to say some of the problems is must give clear. When appropriate, euphemism inquiries, clarify some such as stipulated, policy, information, etc. For example: GuoGuJu on cigarette plan effects of restricting output regulation, cigarette plan on the deadline. This helps to questions, clarifying facts, reduce unnecessary trouble and argument.
Observing the customer of nonverbal behavior
If you want to persuade our clients, we must understand his current needs, and then mainly from this once times needs, xiao zhi Daniel, "magny cours. In communication with customer process, can be observed customer nonverbal behavioral understand his needs, desires, views and ideas.
In short, through the appropriate to ask for customer behavior, and meticulous observation, can understand the demand of customer and thoughts, which could put forward corresponding measures, carries on the differentiation of service. But be aware that no matter what problem will attend to customers' feeling, accord with the atmosphere on the spot and situations.
Assyrian more than one time
So-called restatement, and is repeated narrative customer words. This skill in when to use? Can be used in both cases: first, when the customers are proposed to the sales favorable demand, or submitted by the customer demand is your product to meet the restatement immediately to the requirements of customers, The second is that customers are put forward to a product or company favorable comments, this time also repeat.Restatement of the role:
1. Deepen customer's favor
The restated purpose is to deepen the customer affection, so in communication with customer for time, any sales beneficial things should have its repeat. The restated must note: use your reorganized language to restatements customer meaning, not inflexible to restatements customer the exact words.
2. Provide more thinking time
Restatement another a useless, that is, it can give the customer a message: you are seriously listen. This active listening can urge the speaker said more, both for the customer a good impression, but also can leave yourself some time to think. Sometimes meet objections also want to repeat, such as "you put forward the objection is our warranty quality not very reliable, is that so?" In this process will have more time to yourself thinking.
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