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Pay Attention To Communication Etiquette And Skills

2008/12/19 16:53:00 41942

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1. Appellation.

Ceremony

Whether it's a phone call.

Communicate

Or to communicate face to face, each other needs to be addressed each other, which produces the etiquette requirement on appellation.

Some people think that a simple title needs no attention.

Ceremony

In fact, it is not.

If we first make the other party unhappy in terms of appellation, then the next communication will be difficult to produce positive interaction.

Therefore, sales personnel must be familiar with the etiquette in terms of addressing when communicating with customers.

（1）熟記客戶姓名。

The salesperson should at least make clear the correct pronunciation and writing of the customer's name before speaking.

It may seem like a trivial matter to read a wrong or miswritten customer's name, but it will make the whole communication atmosphere very awkward.

If you have doubts about the names of the customers before you meet, it is best to check the dictionary carefully and confirm the correct pronunciation.

If the name of the customer printed on the customer's card is not certain, then it is polite to ask the client directly, rather than take it for granted.

（2）弄清客戶的職務、身份。

Let's take a look at the following case:

One person

Sale

When a representative walked into an old client company, he saw a middle-aged fifty person in his client's office.

At that time, people in the office called the middle-aged man "Lao Du", and other customers thought that the sales representative had never seen him before, so when he was offering a cigarette to the "Lao Du", the sales representative said half and half jokingly, "Comrade Lao is actually not old."

The list is too young for the sake of! "

With this statement, a customer familiar with the sales representative gave a wink.

Later, the sales representative realized that the old duo was a department manager dug from the field by the client company, because he was very different from other department managers, so he was called "Lao Du".

Although such a call would not embarrass Lao Du, the sales representative's words touched his sensitive nerve.

At any time, if the position or identity of the customer is not determined, the sales representative can make this clear by way of introduction or active questioning.

When sales representatives introduce their customers to others or communicate with customers, they should also pay attention to the following questions on the basis of clarified the duties and titles of customers.

The duty to call a customer is high.

Sometimes a client may be in many positions. The wisest way to do that is to use the most respected name of the other person, that is, to choose a higher form of address.

When you call a deputy client, you need to be flexible.

If the customer you are communicating with is in a deputy position, you can remove the word "Vice" most of the time unless the customer puts special emphasis on it.

2、握手時向客戶傳達敬意

As a basic social etiquette, handshaking can convey a lot of meaning, but if we do not grasp the etiquette and skill of handshake, it can only represent a stylized procedure.

Using handshake to convey respect to customers and attract customers' attention and goodwill are the ways that most top salesmen often use.

To do this, salesmen need to pay attention to the following points:

（1）握手時的態度。

When you shake hands with customers, salespeople must be enthusiastic and confident.

If you shake hands with customers with too serious, indifference, perfunctory or lack of confidence, customers will think you are not respectful or interested in them.

（2）握手時的裝扮。

Do not wear gloves when shaking hands with people, which is an important issue that must be paid attention.

（3）握手的先后順序。

When it comes to shaking hands, first of all, the following principles should be followed in social situations.

People with a higher status usually stretch out their hands first, but those with a lower status must take the initiative to go to each other. Older people usually stretch out their hands first; women usually stretch out their hands first.

Of course, for sales representatives, whether customers are senior or not, their duties or gender, they must wait for customers to stretch out their hands first.

（4）握手時間與力度。

In principle, the handshake should not exceed 30 seconds.

If you are faced with a heterosexual customer, the handshake time will be relatively shortened. If you are facing a same-sex customer, you can hold hands for a long time in order to express your enthusiasm, but not too long, and the handshake must be moderate.

As a male salesperson, if the other side is a female customer, we need to pay attention to three points: first, only hold the front part of the female customer's hand; second, the handshake time should not be too long; third, the handshake must be light.

3、名片使用講究多

Business card is small, but the influence of communication with customers is not allowed to be ignored by salespeople.

If you don't pay attention to the fastidious use of business cards, the business card that could have played the role of "self extension" might become a thick wall between you and your customers.

And when customers receive business cards, some sales representatives do not pay attention to etiquette often makes customers feel very dissatisfied.

The use of business cards is subtle, but good customer relationships are often subtly reflected in these details.

In addition to people who usually know their hands to give customers their business cards, so that customers can see the main contents of their business cards from the front, their hands receive the business cards handed by the customers, and when they get the business cards, they express their gratitude and solemnly repeat the names or duties of their customers, while exchanging business cards with customers, the salesperson should also pay attention to other matters.

（1）善待客戶名片。

It is best to prepare a proper business card holder in advance, and then carefully check the contents of the card after receiving the business card, then carefully put it in the business card holder.

Do not rush into your wallet without looking or watching, and do not damage, dirty or casually modify customer card.

（2）巧識名片信息。

In addition to the basic information such as customer name, identity and job directly displayed on the business card, sales personnel can also learn about their customers' communication experience and social circle through some "clues".

For example, if there is a district code before the company's telephone number printed on the customer's business card, if not, then it is very likely that they usually only act in this area; if the customer's telephone number has area code before, but there is no "86", which represents our country's International toll area code, it shows that most of the customers' business contacts belong to the domestic scope.

Usually, there is no residential telephone on the customer's business card. If there is a residential phone on the floor, the sales representative may wish to keep in mind that this will help to develop closer ties in the future.

（3）對名片進行分類。

This mainly includes two aspects:

First, classify your business cards.

This is mainly aimed at those salesmen who have several positions.

If you have many titles, you may wish to print several business cards and choose different business cards for different customers.

Second: the customer's business card is classified according to its own needs.

This is not only convenient to find when you need it, but also makes your card folder more neat and effective.

4、不可忽視地方風俗和民族習慣

If a salesperson wants to visit a client in the field or to know that the customer is not a local person, it is necessary to find out whether there is any particular etiquette requirement in the place of the customer, or the customs and habits of the customer's place, or the special habits of the nationality.

For example, if we know that the customers are the Hui people, we should try not to mention what they are particularly taboo about when they talk.

5、以客戶為談話的中心

We must put our customers at the core of all your efforts.

Do not focus on the conversation with you or your product unless the client is willing to do so.

This is a respect for customers, but also an important skill to win customers' recognition.

At this point, the salesperson must set his / her position correctly, that is, to define his role and action goal to meet the needs of the customers and provide the most satisfactory products or services to the customers.

This requires salesmen to always focus on the other side and abandon egocentrism at any time when communicating with customers.

For example, when you invite a customer to dinner, you should first ask the customer for advice, what he likes and what he doesn't like.