客户处理技巧(英)

客户处理技巧(英)客户处理技巧CustomercopingskillsAgoodcustomerhandlingcanletyouquicklyseizingclient'sheart,butalsocanmakeyoubettercommunicationwithcustomers.Facingthecustomers,wefirstneedtocustomerrequirementsforunderstanding,listeningisourcustomersdealwiththefirststep.theprincipleoflisteningEveryonehashispositionandvalues,therefore,youmuststandintheotherpositions,carefullylistentoeverythinghesaidaword,don'tusetheirownvaluesblamingorjudgeeachother'sideaswitheachother,tokeepthecommonunderstandingattitude.Tobeabletoshowsincerity,dedicatedattitudelistentoeachother'sword:ToachieveeyessincerelygazeeyeseyesaretheWindowsofthesoul.ListeningskillsSalespersonnellistentocustomerstalking,mostcommonlyoccursintheweaknessisthatheonlyposelistentocustomerstalked,theinsideoftheheartcouldn'twaitforopportunities,wanttotellhisownwords,"listening"entirelythisimportantweaponabandonneednot.Youcouldn'trecognizecustomerintentions,couldn'trecognizetheexpectationsofourcustomers,yoursalesaslosethedirectionofthearrow.Listen,salesisoneofthegoodmethod.OneJapanesesalessaid:"forsaleisconcerned,goodlisteningthanrhetoricians;moreimportant."Salespersonnelthroughlisteningabletoobtainmoreclients'sapproval.Howtobuildeffectivecommunicationwithcustomers,thisisalong-standingconfusionsalespersonnel.Therearethreedifferentcommunicationmode-politetocustomertype,skills,promotetypeindividualservicetype,whichisacommunicationmodeismoresuitableforyou?Salesstaff'smostimportantoralcommunicationisopeningandclosing.Becausepeopleincommunicationiseasytorememberjuststartandfinallyhappened.Sothesalesstaffandcommunicatingwithclients,specialattentionmustbepolitegreetingsandatthebeginningoftheendofthelastword.Politetocustomerexquisiteinstantresponse,includingtimeinstant,spaceinstantandlanguagereal-time.So-calledtimeinstantmeanstowalktocomecustomertimelygreeting.If,aslongascustomerstothesaleswindowapproachedwithin1meterin5seconds,willgreetsothatcustomerfeelingyourwarmreception.Spaceinstantisonthedistanceclosertocustomers.Closedegreeaccordingtotheculturalbackgroundofthearounddifferentforeach.Languageinstantiscustomerinadifferentwaytoexpresshaveaproblem,canrapidresponse,andcannotsay:"thatisnotmydepartmentthing"or"I'mnotyouwanttofindpeople",asmalllanguagedifferencesoftenleadstodifferentresult.Soitisbesttousepositivelanguage,suchas"let'shavealookwhatproblem",thanusingpassivelanguage"thisquestionisasametime"bepolite.Survey:mostsuccessfulmarketinglanguageallhasthefollowingrules:createdemand-triggerinterest--evokesdesires,finallyistotakeaction.Nonverbalcommunicationwithcustomerinformationintheprocessofthepotentialcustomersandaffectsemotions.Similarly,putbacktothecustomer'schangeincustomer'shandheart,orcustomertheclapcustomershouldercouldbealsomuchtake10%tip.Closetothecustomer,orsquatdowndownwithcustomerseyecontact,willalsoimprovetipnumber.Agoodlistenernexttothepoint.Understandcustomers'needsisaveryimportantevenisoneofthemostimportantsalesskills.Everysalescallwillhaveapurpose,andthemostsalescallaimistounderstandthedemandofcustomer-maylastsalesvisitistoaskfororders,butbeforethatmanyvisitistodevelopknowledgeofdemand.Thebestwaytounderstandneedsonlyone,namelybyaskingthemtounderstandquestions-whatcustomersneed.Manyprofessionalsalesstaffwillputquestionsasthemostimportantsalesskills,becauseunderstandthedemandofcustomer,themoresellingproductstocustomersthepossibilityofsuccesswillbebigger.Tounderstandthedemandofcustomer,thequestionisoneofthebestways.Byansweringquestionscanaccuratelyandefficientlytounderstandcustomers'needs,providingcustomerswiththeservicestheyneed,generallythereareseveralquestionsmode:1.Asktypeproblems.Confirming,viewsclearquestionstomakeourcustomersdetailsthatyoudon'tknowthelawsuit.Questioncangainmoredetails.2.Suretypeproblems.Suretypeproblemsthatletsthecustomeranswer"yes"or"no",thepurposeistoconfirmthatacertainfacts,customerviewpoint,hope,orareflectionofthesituation.Askthiskindofquestioncanquicklyfindproblem,findoutthecruxoftheproblem.3.Conventionaltypeproblems.Generally,withclientstobeginaconversation,asksomequestionsabouttheidentityofthecustomer,anditsaimistosolveproblemsneededtoobtainrelevantinformationtodealingwithproblemswhencontact,query.4.Solicittypeproblems.Letthecustomerdescription,talkaboutyourthought,opinions,ideas,behelpfulforunderstandingthecustomer'sinterestandtheproblem.Withtheresultsoftheproblem,askclienttoprovideservicesatisfactory?Thereisaneedtoimprovetheplace?Howtoimprovetheandsoon,whichhelpstotipcustomers,expressoursincerity,improvecustomerloyalty.5.Clarifytypeproblems.Forthecustomertosaysomeoftheproblemsismustgiveclear.Whenappropriate,euphemisminquiries,clarifysomesuchasstipulated,policy,information,etc.Forexample:GuoGuJuoncigaretteplaneffectsofrestrictingoutputregulation,cigaretteplanonthedeadline.Thishelpstoquestions,clarifyingfacts,reduceunnecessarytroubleandargument.ObservingthecustomerofnonverbalbehaviorIfyouwanttopersuadeourclients,wemustunderstandhiscurrentneeds,andthenmainlyfromthisoncetimesneeds,xiaozhiDaniel,"magnycours.Incommunicationwithcustomerprocess,canbeobservedcustomernonverbalbehavioralunderstandhisneeds,desires,viewsandideas.Inshort,throughtheappropriatetoaskforcustomerbehavior,andmeticulousobservation,canunderstandthedemandofcustomerandthoughts,whichcouldputforwardcorrespondingmeasures,carriesonthedifferentiationofservice.Butbeawarethatnomatterwhatproblemwillattendtocustomers'feeling,accordwiththeatmosphereonthespotandsituations.AssyrianmorethanonetimeSo-calledrestatement,andisrepeatednarrativecustomerwords.Thisskillinwhentouse?Canbeusedinbothcases:first,whenthecustomersareproposedtothesalesfavorabledemand,orsubmittedbythecustomerdemandisyourproducttomeettherestatementimmediatelytotherequirementsofcustomers,Thesecondisthatcustomersareputforwardtoaproductorcompanyfavorablecomments,thistimealsorepeat.Restatementoftherole:1.Deepencustomer'sfavorTherestatedpurposeistodeepenthecustomeraffection,soincommunicationwithcustomerfortime,anysalesbeneficialthingsshouldhaveitsrepeat.Therestatedmustnote:useyourreorganizedlanguagetorestatementscustomermeaning,notinflexibletorestatementscustomertheexactwords.2.ProvidemorethinkingtimeRestatementanotherauseless,thatis,itcangivethecustomeramessage:youareseriouslylisten.Thisactivelisteningcanurgethespeakersaidmore,bothforthecustomeragoodimpression,butalsocanleaveyourselfsometimetothink.Sometimesmeetobjectionsalsowanttorepeat,suchas"youputforwardtheobjectionisourwarrantyqualitynotveryreliable,isthatso?"Inthisprocesswillhavemoretimetoyourselfthinking.