Learn To Keep The Customer'S Face.

Learn to do

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When selling goods, the most taboo for salespeople is to accuse each other and quarrel with customers. The salesperson must save face for customers.

There are many people in the world who know clearly that they are wrong, but they can not admit their mistakes. Their deep ideology is to preserve "face".

It is not a face to face accusation against customers, not to conflict with customers, to lower their tone, always to be polite, modest and modest. This does not mean inferior, but an art of communication.

All in all, we should regard the customer face as our own face.

[case analysis]

Klori, a salesman of Taylor timber company in New York, has received many profound lessons because he accused the client of his mistakes.

He said, "how many times I have been fooled has made me realize how ridiculous it is to accuse clients face to face.

You can win the debate, but you can't sell anything.

Those wood Inspectors are stubbornly stubborn as the judges on the court. Once they are wrong, they will never repent.

One afternoon, just after work, the telephone rang.

Klori picked up the receiver, and the other side was agitated and angry, complaining that most of the cars they had shipped were not qualified.

After unloading the wood 1/4, the timber inspector reported that 55% of them were not up to specification and decided not to accept the goods.

When he drove to the other factory, he could basically guess the problem.

On the way, he thought, what way could he persuade the wood checker?

If he had been there before, he would have come up with the volume table, and opened the national standard for timber grades and specifications, accusing the inspectors of their mistakes, and determined that the timber supplied was qualified.

No matter how rich knowledge and experience it is, "no matter how correct" is it, ultimately, he must act in accordance with client's opinion.

Instead of returning wood for a batch, it is a return.

The more resolute Klori's attitude is, the more unyielding the other party will be.

Klori has just taken part in the Carnegie training course and has learned a lot about Carnegie's principles of dealing with interpersonal relationships.

He is determined to apply his knowledge to his clients, not only to hurt his customers' face, but also to solve problems properly and reasonably.

At the factory, the chief inspector was on the face, and the wood inspector looked gloomy.

Klori smiled at them and said nothing about the quality of the wood. He said, "let's go and have a look."

They walked to the side of the unloading truck, and asked them to unload the goods. The inspectors picked out the unqualified wood and put them on the other side.

Klori looked at the inspector for a while and found that his guesswork was correct. The inspector was too strict in testing, and he used the standard for testing the wood to check white pine.

Locally, the test of wood is a good hand.

But he did not make any accusation against the inspector, but merely asked the reason why the inspector was not qualified.

Klori did not hint at all that he was wrong in the examination, but repeatedly emphasized that he was asking him for advice. He hoped that the quality requirements of his factory could be completely satisfied after delivery.

Because of the pleasing colors of Chloe, and with a very friendly and cooperative attitude, the examiners slowly began to cheer up.

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At this time, he was careful to remind him that the inspector himself felt that the wood he had selected might be qualified, and that the inspector himself knew that the timber could only be supplied at this contract price.

Gradually, the whole attitude of the inspector changed.

He admitted frankly that he had little experience in testing white pine, and in turn asked him some technical problems.

Klori then explained humbly, why all the white pine wood shipped to meet the requirements.

As Klori explained, he repeatedly stressed that as long as the inspectors still felt unqualified, they could still be changed.

Finally, the inspector realized that every piece of wood that he thought was "unqualified" had a sense of guilt.

Finally, he himself pointed out that they had mistaken the timber grades, and all of them were qualified according to the contract requirements.

Klori received a full cheque.

Try to restrain yourself from making stupid accusations against others in face to face.

What is more important is that Klori has established a good relationship with this factory and the wood checker, and has learned how to deal with the art of interpersonal relationship. This is definitely not something that money can buy.

It is common for salesmen and customers to disagree on product quality or other aspects. The key to the problem is how to deal with these differences.

Klori brought a dying business back to life and provided us with a good example.

Dial

The sales staff should learn to maintain and preserve the customer's face, develop a good cooperative relationship and let the communication go on smoothly, and suggest that the sales staff should pay attention to the following aspects:

1. mild attitude, soft spoken language, avoid public criticism.

Face is good for everyone. If you let customers lose face, you won't get any good fruit from customers.

Customers like us. When we are many people, we use mild attitude, gentle words and a kind of respect to tell him that we don't like being corrected on the spot. We lose credibility in public, so our customer managers should avoid correcting customers in front of people.

If the customer is really wrong, we should wait until no one else places to talk with the customer, to save the face of customers in front of people or consumers, and at the same time, will not affect the future business of customers.

Customers who manage retail businesses are very aware of the significance of "respecting me for a foot, and I return it to you". If we save customers' face, they will respect us very much, save face for us, support each other and cooperate with each other.

2. pay attention to your face and your customers' face.

Sometimes, in order to guide our customers in some ways of operation, we will point out that customers can't do well in the business, so that customers will feel that we are belittling them and elevating their abilities. Instead, they will get a bad result, or they may be ill suited.

Therefore, in guiding customers, we should affirm and approve some aspects of our own business, and remind customers to make corrections with some suggested tone, such as I think... I want to... And so on, so that only customers will accept our proposal with a very modest mind, and at the same time guarantee the face of customers.

3. seize opportunities, identify customers and raise customers.

Customers are all face saving, and they like to show their talents in others.

In the visit, we will encounter customers are chatting with consumers. At this time, we should seize the opportunity, seize the right time, raise our customers, deepen our customers' impression in the consumers, and at the same time let our customers feel very good about us, so that our work is going smoothly.

Therefore, we should seize the opportunity to recommend the director of our business in front of others and win the customers' attention to us.

4., do not promise easily to avoid losing face.

As the saying goes, "a gentleman's word is more important than Mount Tai. His promise must be fulfilled, otherwise it will not be promised."

Sometimes we make promises to our customers, and customers praise others for what we can give them. In the end, we can not honour our promises, causing customers to lose face in front of others.

Therefore, we should not promise easily to things that are not sure, and save customers' face from being damaged.

Essentials of effective communication

Every time you give someone a face, you can add a friend. You can add an enemy every time you save a face.

The salesperson must bear in mind that we should keep the customers' face at all times:

1. equal treatment of every customer, equality before the "face".

2. protecting our customers' face is loving our own face.

3. seize opportunities, affirm and praise customers' glitters.

4. absolutely can not directly blame the customer's fault.

5. respect customers' choice.