Communication Etiquette Knowledge With Customers

In every career of a salesperson, there must be a large number of different groups of people. As a good business person, we must know how to observe the customers' psychology and guide him to think according to your train of thought.

The sale of books on the market has been popular. Maybe we can not read all those books. It is the most important thing that individuals feel that they will understand and digest what they have seen and apply themselves to their work to become their own things.

Personal image and etiquette are the first lesson before each business person.

When communicating with customers, business personnel should pay attention to the etiquette and skills of speaking and listening, so that customers should be respected and respected when speaking and listening.

(1) etiquette and skill in speaking.

Always smile when you speak, and try to soften your expression as softly as possible.

Look at each other's eyes when communicating.

Maintain good posture and sitting posture. Even if you are familiar with customers, do not be too casual.

Keep an appropriate body distance with customers, otherwise it will be too distant and too close.

When speaking, pitch, intonation and speed should be appropriate.

Language must be clear and not ambiguous.

Want to cause

Special attention should be paid to emphasis.

If customers do not hear you clearly, you should be patient to explain and apologize for not saying clearly.

(2) etiquette and skills when listening to customers' conversation.

When customers speak, they must keep in touch with their eyes, do not dodge or look around.

Listen carefully and patiently to customer's speech.

Respond positively to customers' views.

Do not argue with customers even if they do not agree with them.

Experts remind

Don't make mistakes in appellation. This is the basic requirement for salesmen.

It's important to exchange business cards with customers, because your slack may be perceived by customers as being ignored.

Always take the customer as the center, straighten out the relationship between the service and the service between oneself and the customer.

No matter when speaking or listening, you should concentrate on your speech. You should pay attention to the response of your customers when you speak, and listen carefully to the information conveyed by the customers.

2. Etiquette on appellation.

No matter it is telephone communication or face-to-face communication, each other needs to address each other, which results in the etiquette requirement on appellation.

Some people think that a simple title does not need to pay attention to what etiquette, but in fact it is not.

If we first make the other party unhappy in terms of appellation, then the next communication will be difficult to produce positive interaction.

Therefore, business personnel must be familiar with the etiquette in terms of addressing when communicating with customers.

(1) memorizing customer names

The salesperson should at least make clear the correct pronunciation and writing of the customer's name before speaking.

It may seem like a trivial matter to read a wrong or miswritten customer's name, but it will make the whole communication atmosphere very awkward.

If you have doubts about the names of the customers before you meet, it is best to check the dictionary carefully and confirm the correct pronunciation.

If the name of the customer printed on the customer's card is not certain, then it is polite to ask the client directly, rather than take it for granted.

(2) clarify the position and identity of the client.

At any time, if the position or identity of a client can not be determined, business personnel can make this clear by way of introduction or active questioning.

When sales representatives introduce their customers to others or communicate with customers, they should also pay attention to the following questions on the basis of clarified the duties and titles of customers.

The duty to call a customer is high.

Sometimes the most sensible thing to do is to use a name that makes the other person most respected, that is, to choose a higher title.

If you call a deputy's client, you should be skillful.

If the customer you are communicating with is in a deputy position, you can remove the word "Vice" most of the time unless the customer puts special emphasis on it.

As a basic social etiquette, handshaking can convey a lot of meaning, but if we do not grasp the etiquette and skill of handshake, it can only represent a stylized procedure.

Using handshake to convey respect to customers and attract customers' attention and goodwill are the ways that most top salesmen often use.

To do so, business personnel need to pay attention to the following points:

(1) the attitude of shaking hands.

When you shake hands with customers, business people must be enthusiastic and confident.

If you shake hands with customers with too serious, indifference, perfunctory or lack of confidence, customers will think you are not respectful or interested in them.

(2) dress up when shaking hands.

Never wear gloves when shaking hands with people. This is an important issue that must be noticed.

(3) the order of shaking hands.

When it comes to shaking hands, first of all, the following principles should be followed in social situations.

People with a higher status usually stretch out their hands first, but those with a lower status must take the initiative to go to each other. Older people usually stretch out their hands first; women usually stretch out their hands first.

Of course, for business people, regardless of the customer's senior or not, job level or gender, they must wait for the customer to reach out first.

(4) handshaking time and intensity

In principle, the handshake should not exceed 30 seconds.

If you are faced with a heterosexual customer, the handshake time will be relatively shortened. If you are facing a same-sex customer, you can hold hands for a long time in order to express your enthusiasm, but not too long, and the handshake must be moderate.

As a male business person, if the other side is a female customer, we need to pay attention to three points: first, only hold the front part of the female customer's hand; second, the handshake time should not be too long; third, the handshake must be light.

4, the first appointment of customers, do not talk about sales

In the sales process, when many salesmen sell products enthusiastically, they often get rejected. Most customers may tell you that he has no time or is not interested in your products at all.

There are three reasons for this embarrassment.

First, customers really do not have the time; second, customers are inconsistent with marketing; thirdly, the object of marketing is not clear.

So how to avoid being embarrassed when you open your mouth?

Jo Kulman, the famous American insurance salesman, became one of the highest paid salesmen in the United States at the age of 29.

Once, Joe Coleman wanted to make a reservation for a customer named ray, who was a busy businessman and traveled at least 100 thousand miles a month.

Joe Coleman made a call in advance to ray.

"Mr. A Lei, this is Joe Coleman, Mr. Richard's friend. Do you remember him?"

"Yes."

Mr. A Lei, I am a life insurance salesperson. Mr. Richard suggested that I should get to know you.

I know you are busy, but can you spare 5 minutes in this week? Let me have an interview? 5 minutes is enough. "

Joe Coleman emphasized "5 minutes".

"Do you want to sell insurance? A lot of insurance companies talked to me a few weeks ago."

"It doesn't matter.

I promise not to sell anything to you.

Can you spare me a few minutes at 9 tomorrow morning? "

"OK.

You'd better come at 9:15. "

"Thank you! I'll be there on time."

After Joe Coleman's fight, ray finally agreed to his visit.

On the second morning, Joe Coleman arrived at ARI's office on time.

"Your time is very precious. I will strictly abide by the 5 minute agreement."

Joe Colman said very politely.

So Joe Coleman started asking questions as short as possible.

5 minutes later, Joe Coleman volunteered.

"Mr. A Lei, 5 minutes have arrived. Do you have anything else to tell me?"

In this way, the conversation did not end. In the next 10 minutes, Mr. ray told a lot of things that Joe Colman wanted to know.

In fact, many of Cullmann's clients met Qiao Cullmann for 5 hours, and they were totally voluntary.

Interviews, but not talking about sales, can prevent their sales from being strangled in cradles, and they can also learn more about customer information.

Jo Kulman, in line with this principle, insisted on not talking about sales in many interviews, thus eliminating the vigilance mentality of customers, ensuring the opportunity to interview with clients, and winning customers' goodwill at the same time.