Sales and customer communication skills. In the sales process, we inevitably need to communicate and talk with customers. Experienced salespeople know how to grasp the psychology of customers. The following is to share sales and customer communication skills and related content.

Sales and customer communication skills 1 first, don't show off.

When you talk about yourself when communicating with customers, you should introduce yourself realistically, with a little praise, and never get carried away and brag about your origin, knowledge, wealth, status, performance and income. This will artificially create a gap and distance between the two sides. You know, between people, head to head is close; Pockets and pockets are far apart. Remember, your wealth belongs to you personally; Your position belongs to your unit, temporarily; But your service attitude and service quality belong to your customers and are eternal.

Second, don't be blunt.

As the saying goes, "if you don't hit your face, you won't expose people." When we communicate with the customer, if we find that there is something wrong with his understanding, don't directly point out that he is not? That's not right either? Ordinary people are afraid of losing face and embarrassment in front of everyone, and they should also be afraid of being straightforward. Kant once said: "The biggest insult to a person is that he is stupid;" The biggest insult to a woman is that she is ugly. "We must look at the people we are talking to, make our words meaningful, take actions according to different people, master the skills of conversation, the art of communication, and be tactful.

Third, don't argue.

When communicating with customers, salespeople should never forget their occupation and what your status is. You know, arguing with customers can't solve any problems, it will only arouse customers' disgust. If you have a heated argument with your customers on purpose, even if you have the upper hand and win, you will be very happy, even if you refute your customers until they are speechless, torn to pieces, blushing and ashamed, but what do you get? It is the loss of customers and business.

Fourth, question

When communicating with customers, salespeople should understand and respect customers' ideas and opinions, and never talk to customers by asking questions. Talking to customers in a questioning or interrogative tone is a sign of impoliteness and disrespect of business personnel, which hurts customers' feelings and self-esteem. Remember! If you want to win the favor and appreciation of customers, don't ask questions.

Verb (short for verb) command

When talking with customers, salespeople should show a little smile, be kind, speak softly, communicate with customers in the tone of consultation, negotiation or negotiation, and never talk with people in the tone of orders and instructions. Always remember one thing-you are not the superior of the customer, and you have no right to tell the customer what to do, give orders or give instructions.

Speech on sales and customer communication skills 2: the first telephone sales: bringing the distance closer and stimulating interest.

How to attract customers quickly at the first time and make them willing to continue listening to us? This requires a clever prologue:

Super-practical tip: Starting from the customer's business, we can narrow the distance with the customer through peer examples, stimulate the customer's interest points, guide the customer to tell the problem points, and thus throw out the functional points of the products sold. It is worth noting that if you sign up, you should be able to attract customers' interest successfully, otherwise most customers will hang up as soon as they hear the sales call.

First visit: based on telephone sales, understand the needs.

Scientists have found that the best time to see each other for the first time is 3.2s, and most people have already decided their sixth impression of each other within 7 seconds of the first meeting. When meeting for the first time, in addition to the dress code, the greeting at the beginning is also very important. Generally speaking, it is more appropriate to say:

Super-practical tip: In the case of winning customers' favor based on telephone communication, you can shorten the distance when you meet customers for the first time by helping customers recall the telephone content. When you don't know the customer's real problem, try to let the customer say it. Ask more questions, be curious and give full play to the spirit of asking questions, so that customers can complain more and ask more questions to understand their real needs.

Straight to the point: before, straight to the point.

When sales successfully resolved the vigilance of customers when they first met through "approach skills" and gained the basic recognition of customers, the next step can be to try to enter the sales theme. So, after exchanging pleasantries with customers, how do you switch the conversation to the product you want to sell?

Super-practical tip: Usually you need to find the * * * points with customers on the basis of the previous' chat' and come up with problems that customers didn't think of from the perspective of helping customers solve problems.

Speaking of competing products: see through the demand and break it down one by one.

"Shopping around" is a way that customers often adopt. In the process of sales, customers often mention: XX products are similar to yours, but the price is much cheaper than yours; The product of XXX is similar to yours, but it has more XX functions than yours. How to answer such a question?

Super practical tip: customers mention competing products mainly based on their real needs. When they meet their real needs and get additional endorsements of brands and services, customers often ignore the negative impact of prices and feel that they are "worth the money". In addition, use less "but" and more "at the same time". For example, the customer asks: What advantages do you have compared with Enterprise A? If you talk too much, you will fall into a trap. It is recommended to ask questions first to understand the customer's thoughts.

Help customers make up their minds: ask questions at different levels and find out why.

When all the details are communicated happily, when the customer still can't make up his mind to "pay the bill", don't rush to force the order at this time, otherwise it will easily cause the customer to go back on his word. In this way, you can help customers make up their minds:

Super practical tip: ask questions step by step until you find the real resistance point of the customer. With the skill of layer-by-layer approximation, keep asking questions, and finally let the customer tell what TA is worried about. As long as the customer's questions can be solved, the transaction becomes a natural thing.

How to force an order: scarcity is created, and if you don't buy it, you will lose.

The closing stage is the time when sales help customers make up their minds, but often at this time, many sales dare not urge customers to close the deal. In fact, it is very important to kick the door at this time, and we should urge our customers to close the deal as soon as possible:

Super practical tip: You'd better use some "seduction" techniques and urging and limiting questions here, otherwise, your process may have to start from scratch. Ask more closed-ended questions, such as "Do you like set meal 1 or set meal 2", and define a range for customers when asking questions, so that customers can make better choices.

Sales and customer communication skills 3 1, I have no money?

I can understand your feelings, especially about money. I found that our daily basic maintenance cost is less than a pack of spare parts (10 yuan/day, 3650 yuan per year). Women can't live for money, but for beauty. Money creates wealth and value, otherwise, it is just money in the bank and people in heaven.

I have no time. I'm busy?

Great! I like working with busy people. They are often very capable, and of course they know how to use our time effectively, sister. If we don't pay attention to skin care now and focus on our career, we may spend more time in this area in the future. In addition, irregular life and excessive competition will lead to black and yellow skin, aging and pigmentation, which will lead to serious consequences of skin problems if effective products are not used in time. A strong woman should also have good health and a good face. If you agree, I will arrange your time reasonably. By making an appointment, you can spend the least time caring for your skin, okay?

I use "world famous brand". I don't believe you?

Great, you use a big brand that is popular internationally. I've heard of this product. It's really good. That's why I especially want to find you, because a product will be saturated after a long time, just like what we often eat. Sometimes it is more scientific and comprehensive to change the taste and adjust the diet structure. You can also eat some farm food when you eat delicacies. Our brand is the crystallization of the latest technology. You can give yourself a chance to try, because it is best to have a sentence that suits you.

I won't listen to you sell products?

Elder sister, I'm not selling, I'm teaching you the knowledge of skin care and beauty, and the correct nursing methods. I hope that through communication, we can guide everyone to a good lifestyle. In this sense, sister, I hope you regard me as your personal beauty consultant, not the general salesperson. My cell phone has been on for 24 hours. What is the number? I hope it can help your beautiful face.

5. How is the product? I've never heard of it.

Sister, you are a very strict and rational person, and nothing I say is useless. You won't know until you have experienced it yourself. Facts speak louder than words, and no one's words count. The skin is in charge. Look at this fashion magazine. Our products come from country X and have a history of X years in China. They have developed rapidly, with thousands of franchisees and hundreds of thousands of consumers. Bacon once said that existence is reasonable. Self-confident and confident women are the most beautiful. I am super confident in our products and believe I can help you.

6. I opened the card, but I can't take time to care every day?

We don't want you to come every day, just two or four times a month. The time is up to you. After you get the certificate, you will have your own beautician. Her only job is to remind you to get a beauty treatment on time, take care of your skin regularly and explain skin care knowledge. She will call you if you don't come. Besides, time is like squeezing water in a sponge. No matter how busy you are, you can make time. Beauty needs time to care.

7. I have no money with me today. Can we talk about this later?

It doesn't matter whether you bring money or not. I just want to tell you that today is our discount day, a unified national promotion activity, and we also send you a beauty card. Introducing products is just one of our jobs. I'm just giving you some advice. Anyway, there is no shop after this village. Can you pay the deposit? do you have your visiting card？ There is a bank nearby, and we can also go to your house. Only when there is a discount today can we save money. You can save XX money (help settle accounts). Can you be so interested in banks? Anyway, if you must be beautiful, you must act. I know, this money is nothing to people like you.

8. I have other products at home. Wait till we run out?

Now anyone who doesn't have several sets of products at home is just like a woman who doesn't have several sets of clothes. Besides, the products at home can be used at any time, and our products don't conflict with those at home. Using household products in beauty salons after nursing can produce synergistic effect, and the effect is 1+ 1 greater than 2, just like the combination of injection and taking medicine. Sister, I have another suggestion. I wonder if your product has been opened. If it is opened for three months and is not kept in the refrigerator, the effective components inside will be lost and bacteria will breed. Sister, in that case, don't put anything bad on your face.

9. I used a lot, but it didn't work?

Sister, your product was only used a few times casually, and you didn't insist on nursing. This is unscientific and unreasonable. There is also a process of taking medicine to treat diseases, which can only be cured without interruption. That's treating the symptoms, not the root cause. This is a universal law and scientific common sense, regardless of human will. Sister, persistence can have an effect, persistence can have a miracle, and we use XX products, which are internally adjusted and externally raised. The effect will definitely surprise you, and you can eradicate your defects in three months. It doesn't work. We can't provide you with after-sales service, do you think?

10, I have something to do today, so make one for free.

Sister, I can't see the effect once. Now it is only the most common and basic care, and free care is just nourishing. Your skin foundation is very good, but you can see that there are still some pimples on your face. If you want to remove facial defects, you must do more continuous treatment. Women need to love themselves and give themselves extra weight, but they can't give themselves freedom. Besides, elder sister, only by paying can we become our real customers, and beauticians can devote themselves wholeheartedly. They also live by their grades, which is quite difficult, don't you think?

1 1, I went to buy clothes, not cosmetics.

Sister, no matter how beautiful, dirty and old clothes are, you can throw them away when they are out of date, and you can change the ugly ones. The skin cannot be changed for life. This is the person closest to you. You can cut double eyelids even if your eyes are not good-looking. The skin can't be changed! Who doesn't want the skin to be firm and elastic, white and red, and stay young forever? Face and skin are our business cards, the best witness of youth and vitality, and the greatest capital of women. We should invest to maximize our value, which is the best investment.

12, I want to discuss it with my husband.

Sister, beauty is a woman's business, and drinking beer and watching football is a man's business. Women should remain mysterious. Women have no mystery, men have no freshness. If you let your husband know everything thoroughly, it will lead to visual fatigue and aesthetic deficiency. If one day you make yourself beautiful and give your husband a new image and a surprise, such a woman is the smartest. You said to discuss with your husband, which also shows that your husband and wife respect him very much. He holds a very important position in your heart, and I think he will definitely support you.

13, I am a laid-off woman worker;

Sister, tell a joke. If you are really laid off, you need beauty more, because the external beauty conveys the internal spirit. Tell others through beauty and light makeup that although people are laid off, our hearts are not laid off. We can face life calmly, find new jobs and new posts quickly, and rejuvenate our career in the second spring! Sister, people should live out their spirits!

14, that's very kind of you, but I have to think about it?

Sister, it seems that you still agree with our skin care plan for you, and it is normal to think about it. But there must be a result of consideration. Many opportunities slip away because of too much consideration, and so does life. Only by doing and considering is the right way. This is definitely an opportunity, only today. Don't miss it. Sometimes we women need a little courage to spend. But women believe in feelings more, and only by finding the right feelings can they find the direction of women.

Don't worry about giving us this face! You give me a trust, and I give you a beauty.