1. You are the company
Even if your company has a complex branch, for the customer, the company is you, and you are in direct contact with him. The customer sees your company as a whole that only meets his requirements. Conclusion 1: You can't push the problem to others; Conclusion 2: If the customer really needs to talk to other people in the company, don't push him to someone you didn't notice beforehand, and you have to personally put your colleague Introduce to the customer, and at the same time give the customer a peace of mind: "If he still can't satisfy you, please come back to me."
2, always put yourself in the customer's position
How do you want to be treated? The last time you encountered the problem is how to solve it satisfactorily? Put yourself in the customer's position, you will find the best way to solve such complaints.
3. Words used in any situation
Don't say "I can't do it", but use some positive words, such as "I will try my best", "This is not a simple question" or "I want to ask my superior"; never say "This is a problem." ", and say "there will be a way"; tell your customers that "this is the solution to the problem", not to say "you must do this to solve the problem"; if the customer asks you for something that is impossible What should I do? It's very simple: from the customer's point of view, and try to say: "This is not in line with our company's routine, but let us try to find other solutions."
4. Say "we" and say "I" less.
The salesperson will give the other party a psychological hint when saying "we": the salesperson and the customer are together, thinking about the problem from the customer's point of view, although it is only one word more than "I", but it is more A few close.
5, keep the same way of talking
At this point, some of our young sales people may not pay much attention to it. Their ideas are agile and eloquent. They talk more like objects and are as fast as a machine gun. When they meet an elderly customer, they can’t keep up with them. I don’t know what you are saying. What is easy to cause customers to resent.
6, showing that you have enough time
Although you are overloaded and the leader supervises you, don't show up in front of the customer that you don't have time to give it to him. Treating him with a relaxed tone and patience is the best way to satisfy your customers, even if you can't meet his requirements right away. If the customer feels that you will try to help him, even if he has to wait a long time to meet his requirements, he will be very happy even if he really can't help him in the end.
7, always put down the phone later than the customer
It is also very valuable for the salesperson to work under pressure, especially when talking to a more familiar customer. Did not say a few words with the customer did not wait for the other party to hang up the phone, then hang up first, the customer is certainly not happy. Always put down the phone later than the customer, which also reflects respect for the customer.
8, do not answer the phone when talking to customers
The salesperson is just a phone call, and it seems impossible to have a phone conversation with the customer. The salesperson never answers the phone during the first visit or an important visit. If you are on the phone, it is an important person. If you pick up, you should hang up quickly and wait until the end of the talks.
9, don't give up any dissatisfied customers
A good salesperson understands very well that the customer's idea has always changed. Introducing all the products to him is a waste of wax. Just agreeing with him, he immediately changed his mind to buy another product. The same is true for providing services to customers: sometimes a five-minute conversation is enough to calm a disgruntled client and sign a contract with you.
10, spend more effort on those dissatisfied customers
"Thank you for notifying me", in the face of a complaining guest should answer this. In fact, some research shows that only 10% of the customers who are dissatisfied with your company say nothing, but will still come back to do business with you in the future! On the contrary, 90% of customers complain that they are not satisfied, and Ultimately get compensation and satisfactory service, they will still be your customers. When customers ask for their requirements, they are also an important moment to deal with the relationship between the company and the customer. If handled well, it is easier for customers to trust the company, so be sure to let customers easily contact you when something goes wrong. The more they find you, the more chances you have to keep them. Let them be your old customers.
11, carry a notebook with you
Record the time and place and the customer's name in the visit; write down the customer's needs; promise the client to do things; the time of the next visit; also include his own work summary and experience, this is definitely a good for the salesperson working habit. Another advantage is that when you are pious and take notes while listening to the customer, in addition to encouraging customers to say more about his needs, a sense of respect is also born in the hearts of customers, your next sale Work can't be smooth.
12, don't be afraid to say sorry
When customers tell their questions, they wait for a clear, humane response that shows you understand them. If you are directly facing customer complaints, it is best to express your apologies first. If you want to apologize in your personal name, you must be more sincere. Tell him that you understand his dissatisfaction, and then tell him clearly that you will do everything you can to help him until he is satisfied.
13, do not narrow the customer's problem
In the face of problems, don't say "I have never heard of it", "This is the first time such a problem has occurred." This treatment will only have a very bad effect on your customers, because he simply does not want to know. Whether this situation has happened before; tell him that "the problem is not serious, this is only a small problem." This is simply not helpful, it will also damage the company's image. Every customer wants your attention and attention. They think that the training you have and the experience you have gained has only one purpose: to pay attention to him and help him solve the problem, then why not show it to him.
14, pay attention to customer satisfaction
Former New York City Mayor EdKoch often asked the voters he met during his visit: “What do you think of me?†And he values ​​their answers so that he can better manage the city. Just like the mayor and his voters, you should also try to understand the customer's subconscious reaction, such as, "Is it good for you?" "Does this satisfy your requirements?" Of course, "I still Is there anything I can do for you?"
15, follow up the problem until the solution
If you have to send the customer to another department, you must call the colleague responsible for the matter and call the customer to confirm that the problem has been solved, ask the customer if he has received a satisfactory response, and ask him if he needs any help. If you really need it, try to be as satisfied as possible.
16, do not be arrogant
You may be the best salesperson in the company, the most organized in administrative work, but the customers you contact with do not know that 99% of your customers will be satisfied (they don't care about it), and he belongs to this 1 %, for him, only this is the most important.
17. Giving, giving, and giving
In our communication with customers, often customers will ask what to send and how to send it. The customer's question and answer reflects the customer's own needs and preferences. It can be seen that a good start is to provide the start of the offer to the customer. What is given to the customer? Giving is a service, a description, giving the customer an explanation of what he cares about. So, as a successful salesperson, please remember to never ask the customer for anything, even if it is an answer.
18, thanks, thanks, thank you again
Be aware that thanking customers more is not excessive. Please use these words as often as possible and use "thank you" as the most commonly used word in your interactions with customers. Please say it in good faith, because it is the customer, you have the job today.
Responsible editor: Ge
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