Communicate With Customers About &Nbsp; Communicate With Sincerity.

Communication is "sincerity"

So-called

In fact, in real society, if you are pretentious, if you use the so-called "communication skills", there are

There is an old saying: "honesty is inside and outside the form".

Sincerity means to have an honest and honest heart. This kind of sincerity can be perceived by appearance, voice and so on. It can make others accept you quicker and make communication more smoothly.

To be sincere, others recognize you, only to talk about "others as the center", so that communication can have a good foundation.

(Wen / Guo Hanyao)

To be genuinely interested in others, there must be an idea that everyone is my teacher, and I can learn a lot from others.

In the process of communication, we should also be good at finding topics. Sales representatives are people who earn money for customers. We must have the idea that "I brought you money". These topics can be news, market changes, weather, or clients' office environment and customers' physical condition.

When communicating, we must also be strict in self-discipline.

Each of us is most interested in himself. Everyone is good at expressing himself, expressing his own opinions and thoughts, his own affairs, rather than taking the other side as the center. This is the need for strict self-discipline.

Finally, do not interrupt others frequently, and be patient and attentive.

All these are sincere attitudes to others and undisguised and sincere attitude is the best weapon.

Honesty is a principle of speaking, but honesty is conditional and partial, not honest at any time, occasion, and anyone.

Some dealers tried to ask, "I heard that Li must be pferred to headquarters. When will he leave?"

You can also answer: "you have to ask Li general directly, I don't know."

That is to say, honesty is conditioned and seen. Honesty is not absolute honesty. Otherwise, it is pedantic.

When a sales representative communicates with a customer, if the customer asks the company's core secret.

So when we can't tell lies, we can only say: "do not know".

Sometimes, even if we know what is going on, we need to regard it as a bargaining chip for our bargaining.

If you tell your customers honestly what you know, you will have no value in the eyes of your customers.

Therefore, when we communicate with customers, especially when communicating with sales representatives and customers, we should constantly cultivate their own qualities and sincerity. In the process of communication, we should take the other side as the core and have the attitude and sincerity to solve problems for the other side.

Finally, we should use our own information as a bargaining chip to express sincerity in a conditional way. Only in this way can we master the initiative of communication and achieve the purpose of communication.

Communication with "heart"

Empathy is a psychological concept. Its basic meaning is that if you want to really understand others, you must learn to stand at other people's point of view.

Empathy is especially important in communication.

An English proverb says, "if you want to know that other people's shoes do not fit properly, they can walk a mile on other people's shoes."

At work, because something clashes, it is also said, "you sit there and look at it, and do it", which is also the concept of empathy.

But is it enough to understand from other people's perspective? Is there anything deeper? We divide empathy into two levels.

The empathy on the surface is to understand and understand each other's information and understand what the other person is saying.

To do this, the surface empathy is achieved.

Deep empathy is to understand each other's hidden elements, is to truly understand each other's meaning, is the deep empathy.

Your colleague, Xiao Zhang, is an excellent sales representative. He has taken the lead in the company, but he has been depressed recently.

He'll talk to you in his office after work.

Xiao Zhang said, "I spent a whole week doing this customer, but the sales volume of customers is still not high."

How do you understand this sentence and how to respond? What do you suggest that he do? Do you nod your head? Do you complain about the sales policy? In fact, the same sentence contains many different sentimental elements, such as complaints, helplessness, suggestions, suggestions and guidance.

To understand his superficial meaning is primary level, the key is to understand what he may hide behind this sentence.

The following is the fact that in a different way, "one week's time, the sales volume of customers is still not high".

Let's see if the meaning of different ways of speaking is the same.

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Xiao Zhang said, "Hey, I spent a whole week doing this client, and I don't know how to do it. The sales volume of customers is not high."

Such a statement, the other side may express frustration, Xiao Zhang does not know how to do this customer, he has no way.

Xiao Zhang said, "it looks like trouble. I spent a whole week doing this customer, and the sales volume of customers is still not high."

In other words, maybe the other side is trying to switch the customer. Maybe Xiao Zhang already has a customer in mind.

Xiao Zhang said, "strange to say, I spent a week doing this customer, and sales volume is still not high."

In this way, maybe Xiao Zhang wants to get advice from you, and I hope to discuss with you how to do this client.

That is to say, the "information" expressed by the other side is the same, but because the tone of expression is different, it brings different feelings to you.

In practical work, the most common response we give is "giving advice".

When the other side is just complaining to you, you give guidance advice. What does Xiao Zhang think about it? He might think, "well, if you are serious, you can, do not I know how to do business? You are not a sales manager. Your sales volume is not as high as I was last month. Why do you guide me?" but he will not tell you. On the surface, he will attach to your statement, which is likely to be a lot of impatience.

The final result is that you help him kindly, and you can still get a bad impression and a nickname for "good people".

When Xiao Zhang is complaining, he actually knows how to do it. He just wants to give vent to it. At this time, he needs a good listener. You just listen and you can make some unpleasant complaints when appropriate.

When the other party is helpless, they may have doubts about the ability of their customers. They may need to analyze the actual situation of your customers and the company's strategy. At this time, you can only comfort him and analyze it with him.

When the other party wants to switch customers, it may be lack of confidence in direct handover. You need to be encouraged.

At this time, you can only encourage him and share your experience of switching customers.

When the other person really seeks your help, you can analyze the market situation with him and give your suggestions.

But to explain, it's only your suggestion.

In communication, superficial empathy is far from enough. We need deep empathy so that we can truly understand each other's "meaning".

In particular, we Chinese are not good at expressing our own ideas and opinions. In many cases, we are making the other side guess the hints and let the other person "guess" their own meaning.

If we do not know the real information through "emotional components" and "implied elements", we will create obstacles to communication.