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Visiting Customers Should Pay Attention To Image And Etiquette.

2014/1/5 20:13:00 25

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Visiting Customers Image Building Business Etiquette

1, eliminate customer's vigilance: make a good appointment and go to /p >.

> a href= "http://www.91se91.com/news/index_c.asp" > appointment < /a > is a very important step in successful sales. Before visiting, you need to make an appointment with the client to solicit the opinions of the other party, so that the other party can have an ideological preparation.

This is good for both sides. On the one hand, this is a respect for customers. Prospective customers will thank you for your sincerity. On the other hand, they can eliminate the vigilance of prospective customers and increase the trust of prospective customers to sales staff.

Tan Yan is a new salesperson from a talent training service company. She has appointed Wang Zheng, manager of Human Resources Department of an enterprise.

Let's take a look at her dialogue:

salesperson PK show /p >

, sales personnel Tan Yan /p >

Tan Yan: Good morning, are you Wang Zheng?

Customer: Yes, I am Wang Zheng. Who is calling, please?

Tan Yan: I am Tan Yan. We are a very professional institution engaged in headhunting service and high-end personnel training. Is Mr. Zhang talking on the phone convenient now?

Customer: a little bit busy, Miss Tian, what is the matter?

Tan Yan: Yes, our company has recently launched a special training service, that is, the first time we use our headhunting service and professional training, we can enjoy twenty percent off of the normal price. Don't you know what manager Wang feels like?

Customer: so, Miss Tian, why not? Send a fax to me first, and I will contact you if necessary.

Tan Yan: OK, I will send you the fax later. Please check it.

"salesperson Lily Tien

Lily Tien, the director sitting beside P, heard Tan Yan's words and shook his head. "Such an appointment client will never see you."

Tan Yan was surprised, because he was so nervous that he didn't know where he was wrong.

Lily Tien called a customer's phone number.

Lily Tien: "good morning, manager Wang. Is it convenient to answer the phone now?"

Customer: "convenient and convenient, you are..."

? < .

Lily Tien: I am Lily Tien of Kaida, the "field" of the paddy field, and the beautiful "Li".

Well, I made a special call to tell you a very good news today.

Recently, I heard that your company is promoting a group of young cadres. Mr. Wang is also working hard for this time. I think I may be able to give you some help. "

< .

Customer: "how do you know this thing?"

Lily Tien made a brief introduction to the call, and explained the purpose of calling with the language of the introduction.

One word hit the other side, and immediately aroused the interest of the client.

After the interest, the next conversation is logical.

Tan Yan and Lily Tien face the same < a href= "http://www.91se91.com/news/index_c.asp" > Customer < /a >, but different words produce different results.

This shows that booking customers must master the speaking skills.

before making an appointment, many salespeople do not know what to say in the first sentence, or do not know how to express it better.

In fact, these people do not lack knowledge and ability in this area. The most important thing is to be afraid of the other party's refusal.

This is undoubtedly the most dishonest thing for any salesperson. Self confidence is very much hit.

And it is very likely to lose this customer.

, therefore, what should be said when making an appointment, how to say, a few short sentences will play a decisive role in the whole sales process.

Let's first look at what we should say for the first time: "/p".

1), greeting customers: let customers feel good about you

in daily life, acquaintances, friends, neighbors meet, or when they call, they habitually greet, "Wang Shushu, good morning", "Miss Li, go to work."

And so on, these common greetings can instantly shorten the psychological distance between the two sides and give the other party a sense of closeness.

Similarly, this greeting is suitable for salespeople and customers, and the simpler the better, greeting is just a little embellishment in communication with each other.

When it comes to attention, we should pay attention to occasions, objects, occasions, objects and greetings.

for example, the other side is a senior department manager. When you are at work, you can't just call your partner "brother" or other nicknames by your mouth. Instead, you should formally address the other person, "Mr. manager" and "Mr. /p".

2), introduce yourself: let the customer know who you are. /p >

when you receive a strange phone call, the first reflection is to know who the other person is.

When customers receive your phone call, you also want to know this question.

Therefore, after a simple greeting, you should immediately inform the other person who you are.

however, some salesmen are afraid of being identified by others because they are afraid of being rejected.

Beating around the Bush, deliberately concealing something, and winding around, he is willing to say his name.

Don't you know, this is even more offensive because the other person is wondering who is this and what it means to me when listening to you.

Even if the other person responded to you, most of them were just right and wrong.

If so, the appointment is declared a failure.

3), draw the product: let the customer know the purpose of your visit.

.

"P" self introduction is not the ultimate goal, but leads to the next topic.

Every salesperson must remember that at any time, communication with customers can not be divorced from the theme of "product".

Some people say that the first time you make a reservation, is it appropriate to talk about the product? If I say, it is not appropriate to recommend the product too much, or to buy it directly, but at least let the other person know what you are selling, and what the purpose of the visit is.

Therefore, when you introduce your identity, you remind your customers inadvertently that the purpose of your visit is to promote a product or service.

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--EndFragment--! For example, "Hello, Tian manager, I am the little swallow of Kaida. Today, I want to report an important thing to you!" this "important thing" has hinted at the topic that the customer will talk about next.

before going to visit a customer, the salesperson must take the "appointment" procedure, otherwise, it is likely to eat a closed door.

And now many enterprises expressly stipulate: "No appointment, no reception", which leads to many salesmen can not visit without reservation.

strong > 2, let the other party feel your sense of responsibility: take the belt with the object .

> when a href= "http://www.91se91.com/news/index_c.asp" > Sales < /a > people face to face with customers, they will need a lot of relevant information.

For example, product insights, contract terms, seals, business cards, or other documents, etc., are all necessities.

Whether visiting the prospective customers for the first time or visiting the old customers again, they must prepare sufficient information documents ahead of time, otherwise they will lose the meaning of visiting.

From a deeper level, it is an irresponsible performance, carelessness and forgetfulness. It will leave bad influence to customers, such as disorganized, unreliable and untrustworthy P.

In this way, the other side will even doubt your sense of responsibility.

before visiting customers, salesmen must check their carry on.

Before going out, confirm all kinds of required information quickly and accurately, and check them carefully first.

salesperson PK show /p >

"salesperson Xiaoqin

Xiaoqin is a young wine salesman. He was introduced by a friend to a famous local liquor and liquor agent.

One day, he went to visit the client, hoping to introduce this brand of wine to the agent.

he set off his product information and business card.

After coming to the client office, he handed a card with a timid and simple self introduction.

Customers directly asked, "what price do you have for your wine?"

"this high-end sale price is more than 370 yuan, another one is more than 100, and there is 50~60."

Then he handed in a price list.

the customer swept up and said to Xiao Qin, "the price is not important. What I want is quality and taste. Do you bring samples? I just need to taste it."

"sorry, I have not."

Xiao Qin's voice was very small when he said this. Obviously, he did not expect customers to be so straightforward.

customers say, "then how do we sell? How to cooperate?"

If you say your wine is good, let me sell your wine, but you can not provide me with more evidence. "

"P < " salesperson Li Bing /p >

Li Bing is a new type of clean energy processor salesman. Once, he went to a large group company to discuss product agency cooperation.

At the product presentation meeting, he was still worried about a dozen business executives sitting on the stage.

The key to the success of this marketing is whether it can impress the presence of "leaders".

In order to enhance his persuasion, Li Bing carefully prepared the lecture slides before class (PPT), and reorganized the newspapers and periodicals that he had collected with all kinds of information of the company, then picked some fresh and key marks.

in the classroom, when he talked about the company, he found out the company's report and information to share with you.

When it comes to products, find out relevant reports about the company's products and read them to you.

After class, everyone in the field makes you feel that Li Bing is lively and rich in content.

And asked him for relevant information one after another.

In fact, what they do not know is that the contents of these lectures all come from the subsidiary information of the company P.

Many of them are strongly persuasive materials which have been published in the authoritative media of the country.

And these data are all what customers want most and are hard to get at ordinary times.

After this visit, Li Bingyou had a big feeling: the auxiliary sales information was too important.

"if you want to do well in your work, you must make good use of it." all sales information is a good tool to expand sales.

As long as we use it skillfully, we will be able to win at a crucial moment.

Therefore, the salesperson must visit the customer to bring the things that are brought with him, so that these things can help you move the customers.

1), classified management of data

a lot of salesmen are always in a hurry before visiting customers. They seem to have no clue. They do not forget to bring the copy of the contract, or forget to bring the product information.

In fact, this is the most common manifestation of the lack of preparation.

This requires salesmen to make preparations in advance, and make detailed inventory according to the needs of customers.

for most salesmen, the following preparations should be made before visiting:

the necessary items for the sales staff to visit customers

"P" personal goods sales staff are the "image ambassadors" of the company, representing the image of the company, the image of the product, and even the image of the brand.

Therefore, the special dress of the salesman, as well as the necktie, the chest card and so on.

Women, in particular, need to be more cautious, with more stringent requirements on cosmetics and jewelry.

customer information. Every salesperson needs to visit customers on a regular line almost everyday.

Therefore, before visiting, you need to confirm the day's visit list, visit route, customer card, delivery order (order), performance report and so on.

product information product information is the most important medium for communicating with customers. The most important ones are indispensable, including trademark stickers, posters, price cards, promotional plates, POP cards and so on.

2), develop the habit of classifying and managing customers

some salesmen are careless and forgetful. They are accumulated by bad behaviors in daily work.

The way of behavior forms a firm motive force, that is, the realization of one's own work.

Under such circumstances, salesmen should start with every bit of work in their daily work.

Classify customers according to different types, and do a good job of visiting records of every customer.

Segmentation of customers, and then differentiated services according to the type of customers, then weighing the overall gains and losses, advantages and disadvantages analysis, can greatly improve the marketing efficiency.

for example, in the process of visiting customers, it is helpful to have a deeper understanding of customers by recording the customers' questions and suggestions.

, we can prepare more product information according to the individual needs of customers, because some materials are available or not.

Customer need is not necessary, customer needs must be taken.

For example, product samples are only necessary when customers explicitly request them.

3) concentrate on your attention before you visit and maintain a moderate tension.

.

everyone has the experience that when he is in a tense mood, it is easy to ignore even the obvious mistakes and omissions.

In fact, this carelessness is purely caused by excessive emotional tension or over relaxation.

Psychologists have shown that the relationship between intelligence operation efficiency and emotion is a "reverse curve relationship".

When the mood is too intense or excessive relaxation, intelligence operation efficiency is the worst.

Many salespeople want to do a lot of things that have nothing to do with the customers before they visit the customers, or they worry too much about what happened after they meet.

In short, emotional problems affect behavior.

Therefore, it is not appropriate to be too nervous or to relax too much. Keeping a moderate tension is also an effective way to prevent carelessness.

because of this, every salesperson must strengthen the awareness of the importance of visiting work, enhance their sense of responsibility, and treat every customer with sincerity.

At any time, we should not be careless and casually take the initiative to overcome the distraction and overcome the carelessness.

3, leaving the best impression on the other side: your image is the best showing of the product /p >

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! --EndFragment-- > when every salesperson enters the industry for the first time, the most contact is probably how to set up a good image. I think both the company leaders and the trainers will stress this problem.

However, how many people really attach importance to it? Maybe some people think that if they are neat and neat, they will have a good image.

This is a big misunderstanding. An excellent salesperson's professional image is far beyond this category.

a famous person said, "beauty is better than face beauty, face beauty is not as good as inner beauty, and beauty in heart is the most beautiful person."

This sentence is appropriate for sale.

If you want to establish a good personal image, you should not only dress neatly, but also behave the same in behavior, language and manner.

If you meet your client for the first time, a friendly smile, a firm grasp of the opponent's hand, a clear conversation and a positive manner will leave the best impression on the customer.

a freight car sales company. There are two salesmen, little Liu He Xiaoqi.

One day, a customer walked into the A area of the exhibition hall and went to the front of Xiao Liu. He asked, "do you have a 5000 ton truck?"

salesperson PK show /p >

"salesperson Xiaoting

Xiao P looked at it with a strange look. He looked very surprised and said with a blank expression, "no, we have never produced such a large capacity vessel."

the customer looked at Xiaoting and thought he was talking nonsense.

"can you give me a product brochure?" the customer asked Xiao ting.

After P, he thought, there was no need to waste his time.

So he showed a disdainful expression and said, "just look at it."

The customer looked at Xiao Ting's cold face and turned away.

, sales personnel Xiaoqi /p >

to the exhibition hall B area. The customer went to another salesman Xiaoqi, saying the same thing: "as far as I know, your company does not have a large tonnage freight car. Can you make a reservation?"

The salesman was also very surprised. The only difference was that he readily agreed and said with a smile: "no problem. Because such a large tonnage freight car needs less, we only accept on-site ordering, so there is no product that meets your requirements.

But I will reflect your case to headquarters. Let's talk about it in detail. "

The customer provided specific data and other reference materials to Xiaoqi, and decided to book a car for second days, and the customer brought a cheque.

finally, the customer rated the book on the evaluation scale, Xiaoqi: "here, you are the only person who makes me feel warm.

Your smile is as brilliant as the sun. It makes me feel at home.

it can be seen that many times customers agree not only with your products, but also on your attitude and service! Bad attitude, poor service salesmen often give people a feeling of "refusing to go out of a thousand miles", so that the other party can not get close to you.

Therefore, how to show the good side of customers is the premise of successful sales.

So, salesperson should have good sales quality? Here is a simple FATHE formula:

strong > 1), enthusiasm - show your enthusiasm, enthusiasm and infection. /p >

The concept of "customer is God" has become a motto and a magic weapon for many businesses until P.

For a salesperson, enthusiasm should also be the most important.

The first thing to successfully serve customers is how to serve customers well. A salesperson promotes not only products, but a kind of concern for customers.

The more care we give to our customers, the easier it is to be recognized.

They are satisfied with the services provided. Under the current market conditions, there are more and more products, and the competition is becoming more and more intense. If the service is not thorough, there will be a possibility of elimination. Therefore, enthusiasm for customer service and customers will bring you plenty of money.

2), concentrate on listening carefully to others' words and paying attention to their needs. /p >

listen more and speak less. This is the consensus of all excellent salesmen. When communicating with customers, listen attentively to the customers' words and observe each other's actions.

Because once customers purchase demand, they will be expressed through expression, language and body movements.

However, these information advantages are fleeting and missed by a little careless.

Therefore, salesmen must listen carefully, summarize them frequently and inspire them in a timely manner, so as to capture customer's demand information easily.

3), tact -- timely appreciation of customers' personal views /p >

everyone likes to be praised and boasted by others, as is the case with customers.

Salespeople should give affirmation and praise even when they express their compliments.

It is worth mentioning that praise is not simply flattering, but rather making the corresponding response while affirming the other side's viewpoint, for example, summarizing, asking each other a question and so on.

Only by interacting so as to ensure that communication and communication can be carried out effectively, then the product marketing will be much more successful.

Therefore, sincere praise is a catalyst to enhance emotional communication.

strong > 4), enthusiastic -- sincere help customers, giving customers the advice of a view /p >

salesperson must have a warm heart and care for customers all the time.

Especially when customers encounter difficulties, they should give more attention and help.

For example, if the other person is not satisfied with the matter, he can not make a decision or not to sign the agreement. The salesperson should be given a few days' grace, even when there is no obvious benefit to you or your company.

You thanked him very much.

Many times, a person's understanding, a person's silent concern will make the other party feel very moved.

As long as you sincerely relate to every customer, even if you can't get a deal now, you will get the appreciation and respect of your customers.

strong > 5), friendly: the client raises objections or objections to be friendly.

There is definitely a reason for objections from customers. P, as a salesperson, should be friendly at this time, and cooperate with the other side to tell the real reason.

We must not argue all the time. We must fight for a victory or defeat.

In fact, the customer's argument is also an inspiration for you.

Just imagine that if the other party hides their feelings of displeasure and disagreement in your heart, it means that the other person does not trust you or your company does not trust you, which is harmful to you.

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