How To Speak To Save Customers

1, find common topics.

When the customer enters the store, when the customer waits, the customer service personnel in order to develop good interpersonal relationship with customers, it is best to find out as soon as possible.

After greeting, talking about topics of interest to customers can ease the atmosphere, and then enter the theme. The effect will often be better than the beginning of the topic.

Weather, season and news are also good topics, but about a minute or so is over, so it is difficult to become common.

The key lies in what the customers are interested in, and the customers need to know more or less.

To achieve this, we must rely on long time accumulation and strive to enrich ourselves.

Since we can never catch up with experts, we need to stop talking.

2, we should be good at "observing the words and looking at the colors".

Because everyone has their own unique personality, even the same needs and motives have different performances among customers of different personalities.

There are three people, one brave, one daring, one coward.

Take the three men to the edge of the valley, and say to them, "if you jump, you will be brave."

For people with different psychological characteristics, different ways should be adopted in order to make them heartbeat.

Since people's personality is very different, they should strengthen their pertinence and reach the goal by speaking to the other's heart, especially the customer service personnel should master this method.

(Wen / Guo Hanyao)

How to speak to customers with different personalities

* cool type

Cold customers are like cold-blooded animals. No matter what you do, they don't have cold talk or general greetings.

Treat these customers, the customer service personnel's conversation must be enthusiastic, no matter how disappointing his attitude is, do not lose heart, and actively and sincerely deal with them.

* from high to large

People who are tall and tall sometimes deliberately put on airs and toes.

The purpose of putting on airs is nothing more than vanity in making trouble.

For this kind of customer, we need to push the boat forward. First let him play enough. The customer service personnel should not only listen to their ears, but also take the opportunity to agree with them.

There should be no direct confrontation with his views.

When he speaks enough, he will turn him into an audience and reverse his superiority, and let him echo you.

* silent type

Silent customers are hard to open, taciturn and introverted.

But such customers are usually very nice, enthusiastic, smiling, courteous, but few words.

The customer service personnel must let him speak first.

For example, ask questions that the other person is willing to answer, and raise topics of interest.

Be patient when dealing with such a person. After asking a question, even if the other party does not answer immediately, the customer service personnel should wait for the other party politely, and wait for the other party to open their mouth and ask the next question.

* prudent

Cautious and prudent customers are cautious.

Before deciding to buy, all aspects of the product will be carefully inquired, until thoroughly understood and satisfied with the final determination.

Before he made up his mind, he often discussed with his friends and relatives.

For such customers, customer service personnel should patiently and patiently answer the questions raised by customers.

When speaking, you should be modest and respectful, that is, you can not talk too much or talk too much, but you should be honest and honest, plain and straight, but simple.

Try to avoid making a difference in contact.

Erudite

If you meet people who are really knowledgeable, the customer service personnel may start from the theory, quote the classics and crisscrossing them, make the conversation rich in philosophic color, and the words are reserved and elegant. They are neither impressed by the scholars themselves, but also left behind by the impression of being modest and studious.

You can even take the problem you want to solve as a request and ask the client, ask him to give directions and make him a mentor, and you will get his support.

In short, people with different personalities should adopt different ways of speaking.