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Communication With Customers: Details Determine The Effect.

2013/11/28 16:25:00 15

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when it comes to communicating with the novice business people for the first time, it is inevitable that one or more of these problems will arise, and the whole communication process will always be completed in tension and disorder.

As a result, because of many shortcomings and shortcomings, the communication result is not satisfactory, and the opportunity for cooperation and deeper communication are lost.

The only way to achieve a good state of conversation is to achieve good communication results. Next, we should give some suggestions for specific links to be noticed.

Case: .

Xiao Zhang's doubts: Xiao Zhang is a new business novice. He has little experience in communicating with customers. He is very confused about the terms of communication with customers. According to his statement, "a sales manager of a company tells me: no matter how familiar you are with your customers, no matter what your relationship is, even if they are good friends, they must be formal when they talk about business, and be polite to their wording."

According to the manager, when I talk about business, I will use "hello", "please wait a moment" or something like that, very polite, very official.

A business object is a familiar friend, and the manager must be polite. I politely talk to my friends. My friends ask me why, why so polite?

Later, he jumped to another company, and an old business man told me: when it comes to business, it is best to have a close relationship.

Confused, what kind of statement should I listen to? In what way should I talk with clients? "

analysis; in fact, this problem is a very simple problem in communication.

Pairs and appellations: unfamiliar and developing customers must need formal language appellations: for example, Liu general, Zhang manager, and so on, the official is also necessary, so that the customer can feel the satisfaction of his authority.

But is it more cordial to be familiar with customers to a certain degree? Can't be called "brother to brother" more kindly? It can not be generalized. The first is the problem of occasions. If it is in the client's office, public work occasions should also adapt to the formal appellation, which is respect for customers and respect for colleagues around him.

Customers also don't want you to call a brother's business in front of your employees or colleagues. It's also irrational for him to have trouble negotiating personal feelings.

As for your private gathering, how to call the emotional level of the visible parties depends.

The other is the size of the company. Generally, a large listed company or the leader of a regular large operation company has a "bureaucratic style". Even if you have a very good relationship with you, you'd better take the title of "general manager *," the manager's appellation, and make a comparison with their brothers. Unless you call him first, you usually don't address him with your own affections. Maybe your feelings are not in place. Besides, if his strong position is not equal to yours, it will be a lot higher.

Yes, you are familiar with small companies, especially private small business owners. If you feel better, you will not have too much trouble when you call your name at random. In short, you need to change the situation due to occasions, people, and time.

This small case introduces us to a series of key issues that need attention in communication.

preparation before communication

＜p＞　　有了充分準備溝通才會更自如，主要是見客戶前的服裝打扮得體大方的準備，是種對對方的尊重的表現也是展示自己第一印象的很好時機，很好形象氣質，會給你的溝通效果加分，衣著不整潔，搭配不得體，客戶一見到就感覺是個沒品位不得體的人和他談事情，內心會充滿輕視和不滿，即使你巧舌如簧也很難達到很好的溝通效果，其次是工具的準備，就是溝通的材料，有的書面的或電子的或實物在溝通的過程中需要展示給客戶看的物品，一定提起那分類準備好，這樣在溝通中需要的東西有序的展示，也會給溝通的效果加分，再次是溝通前基本語言的準備，例如重點語言如何讓闡述，利用什么樣的字眼，客戶是什么樣性格人，是粗獷的還是較真型的，利用什么樣的語言更容易和他交流等進行準備，這樣在溝通中就會容易輕松上陣。

courtesy and punctuality is the first step in communication.

this is the fatal point when communicating with customers and even when they are not very familiar at the beginning. They are punctual. They usually wait for 5 to 10 minutes in advance to wait for customers at the appointed place, giving customers the feeling of respect. If you let customers wait for you, you are not punctual, even if you have many objective reasons: what traffic jam, family affairs, and friends have something to deal with, and so on, will not erase customers' impression of you.

Because all the reasons you mentioned, you can avoid it in advance, and prepare for more time in advance. You can avoid being late for being late.

The question that the customer has been very good to talk about may cause your mood to change because of your lateness and affect the communication effect and the customer's enthusiasm.

For those who are likely to be late due to irresistible factors, call the customer in advance ten minutes before the appointed time, express their embarrassment at present, ask the customer to have a cup of coffee, wait for an explanation.

Instead of letting customers wait for 10 minutes, they hurried to make customers unhappy and felt that you were a person without professional ethics.

the details that should be noted in communication

selecting the right communication time will make communication more effective: choosing the right communication time is very basic. For example, when the customer is just going to work, he may have no time to communicate with you.

understand the psychological expectations of the customers and pay attention to the interest points of communication: in the process of communication, we need to understand the key issues of the psychological expectations of the customers, communicate with them, pay attention to their interest points, communicate with them in depth, and arouse their enthusiasm, so as to focus on the radio you need to talk about.

Let communication develop smoothly.

to solve customers' concerns: apart from the interest points of customers, customers will surely have doubts about communication. At this time, you do not need to avoid these problems. What you need is to use your wisdom and methods to solve the customers' concerns. His interest points have been raised, and his doubts have been resolved, and the effect of the whole communication will be very successful.

Often, many people dare not face the customers' doubts and use language to prevaricate, so that customers can see that they can not solve their doubts. They will not communicate with you further, nor will you talk about cooperation. At last, they fail. Some people do not know why. The positive attitude of the customer is an attitude. Even if you can not solve the problem, you can answer him to ask his superiors and try to improve the problem.

Instead of feeling that you can't solve it, simply avoid the negative mentality.

P: > the language is broken and orderly, and clearly articulate: once again, the language setback in the next communication is appropriate, neither can it be as smooth as a machine gun, nor can it be too slow to speak too slowly. It makes the customer feel that the language is slow to reflect, and it should be that the language is broken and ordered, and the medium speed communication can deliver the key language clearly and accurately to the customers, so that the customers can hear the key information clearly and reflect the time by some thinking. Therefore, it is not that the faster the speed is, the faster the better, the faster the customer can not get the key information. Too slow will make the customers occupy too long time, which will make the customers tired, and can not reach the effect of communication.

Therefore, the speed of speech and the clarity of articulation need special attention.

in short, a good combination of communication, etiquette, language, full preparation, understanding of customers, solving doubts and so on, a good combination of communication details, good communication needs to pay attention to the details of the grasp, communication will be neither humble nor overbearing, careful, accurate, touching, harmonious and win-win!!