Be careful what you say, and don't use harsh language. Communication between people is very subtle, but one or two inappropriate words may destroy the feelings between customers and you. The most important way to treat guests is to talk to customers in a respectful and polite way so as not to make customers feel unhappy. Say what you want to say clearly and neatly in polite words.
Learning speaking skills, whether politicians, comedians or ordinary people, is impossible without this practice. One of your tasks is to receive customers. If you speak carelessly, the customer will be very unhappy, and you have offended the customer for some reason, and of course your speech will not be improved. If you can master speaking skills, your self-confidence will naturally increase and your chances of success will increase.
A little more self-inspiration, more thinking when you speak, and more practice of your usual speaking skills will naturally make your speech reasonable, concise and easy to be accepted.
Move 1: Start from the heart.
1. Differentiation: Don't treat customers in a formulaic way.
When serving customers, your answers are too formulaic or perfunctory, which will make customers feel that your attitude is cold and impolite to them, leading to customer dissatisfaction. So pay attention to the following points:
1, look at each other.
No matter how polite and respectful language you use, if you just keep talking and ignore your customer, he will feel very unhappy. So look at each other when you talk. If you don't look at each other, it will make them uneasy. If you keep staring at each other, they will feel oppressed. You should look at customers with soft eyes and answer their questions sincerely.
2. Always smile.
When others talk to you, or when you talk to others, if you are expressionless, it is easy to cause misunderstanding. When talking, smile at each other more, and you will understand the power of smiling, and not only the customers, but also the people around you and even yourself will feel very happy. But if your smile is not used properly, or your smile has nothing to do with the conversation, it will make the other person feel puzzled.
3. Pay attention to each other.
When talking, you need to listen attentively to each other and understand what they want to express. If a person talks for a long time, the speaker is very tired, and the listener is also very tired. Therefore, it is better to answer the other person moderately when talking.
4. Change your speech.
You should make appropriate changes in speech speed, tone and pronunciation level according to what you say. If you talk like a robot, you will be bored without cadence. Therefore, when we speak, we should pay more attention to intonation and content, and gradually improve it.
2. Catch the guests first, catch the heart first.
Don't care about having (customers), seek eternity.
Every morning, you should be prepared to make more friends.
You shouldn't sell anything to your friend, you should find what you want to buy for him.
There is a big difference between selling a suite to a customer and buying a suite for a customer.
Customers prefer shopping to promotion.
Concentrate on understanding the needs of customers, help customers choose the best house and make customers feel satisfied.
The customer not only wants to buy a property, but also wants to buy a peace of mind, a sense of satisfaction, a good investment and a proud ownership.
The highest level of promotion is to help customers get a more relaxed and happy life. You may not get more income in a short time (unlikely), but you should feel good. When you get used to this practice, your income will increase by leaps and bounds.
3. Eye-brain combination
1, look at four ways, with one side of the brain.
This is the realm that salespeople should be able to reach when communicating with customers. Pay close attention to the transmission of customers' oral language, body language and other signals, pay attention to his way of thinking, make accurate judgments, and carry the sales smoothly to the end. Customers usually find some excuses to prevaricate before deciding to "settle". Salespeople must judge the truth through observation, don't believe customers' prevarication, grasp customers' psychological reaction, grasp their eyes, see with their eyes, and pay attention and listen with their ears.
2. Pay attention to the human way of thinking.
The way of thinking of human beings is to reflect the thinking of the brain through the eyes, so we can use this to enhance the visual response of guests, enhance their feelings and deepen their impressions. Even if guests have rational analysis, they are willing to buy things with strong senses. For example, when two people are dating, the man says "I love you" to the woman, and the woman may not feel anything. If the man sends flowers to strengthen his feelings, the woman can not only hear the sentence "I love you", but also see it with her eyes to strengthen the credibility of this sentence.
3. Transmission of spoken signals
When customers have the intention to buy, they usually send out the following verbal signals:
The customer's questions turn to the details of the goods, such as cost, price and payment method;
Learn more about after-sales service;
Express positive affirmation and praise to the salesman's introduction;
Ask about the degree of discount;
Expressing dissatisfaction with the goods currently used;
Ask the salesman if the delivery time can be advanced;
Take the salesman's introduction and ask a question;
Put forward some objections to the goods.
4. Observation and application of body language
Expression signals and gesture signals reflect the changes of customers' wishes during the purchase process.
Step 5 express signals
The customer's facial expression has changed from indifference, doubt and deep to natural, generous, easy-going and cordial;
Eyes turn from slow to fast, eyes are bright and energetic, from thoughtful to clear and relaxed;
Lips began to tighten, as if tasting and weighing something.
6. Gesture language signals
The posture of the customer changes from leaning forward to leaning back, and the body and language are relaxed;
In a relaxed posture, lean back, wipe your face and hair, or do other relaxing and stretching actions;
Pick up the book and read it carefully;
Begin to observe the goods carefully;
Turn around and approach the salesman, take out a cigarette for the other party to smoke as a friendly gesture, and enter into small talk;
A sudden tap on a table or a part of your body helps you concentrate and make a final decision.
7, trigger the purchase motivation
Every customer has a potential motivation to buy, and he may not even know it. The salesman's responsibility is to "explore" this potential motivation, not to be deceived by the customer's appearance and clothes, even if he just buys food, he can get such an opportunity. Sales staff should not take an indifferent or antagonistic attitude just because they think that customers have no intention to buy a house. They should not wait for customers to ask, but should take the initiative to greet and guide customers.
Four. Matters needing attention when communicating with customers
1. Don't be pessimistic, look at the world optimistically. 2. Know yourself and yourself, and cooperate with the speech rhythm of the guests. 3. Call the guests by their first names. 4. Use concise language and express clearly.
5. Smile more and consider the problem from the perspective of people. 6. Have a sense of resonance. 7. Don't interrupt the guest's speech. 8. Criticism and praise. 9. Don't abuse technical terms.
10, learn to use idioms
Move B: Step by step.
I. Initial contact
The first contact is to find the right opportunity, attract customers' attention, approach customers with the cordial tone of talking with friends, and create sales opportunities. At this stage, salespeople should achieve three goals: to satisfy customers, to stimulate customers' interest and to win customers' participation. Therefore, the salesperson must remember that the strong impression you left at the beginning is within your own control. There are three points that need special attention:
First, even old customers should not be taken lightly because of their deep friendship;
Second, you can't cover all customers' business;
Third, although you have something to sell to customers, customers have the right to buy or not.
1, date of first contact
Generally speaking, the emotions and functions of customers' satisfaction are:
Emotional function
1) Happy reappearance 2) Accepting fusion 3) Surprising.
4) Fear of protection 5) Expect to explore
B. Arouse his interest
When talking about this problem, we only look at the following two experiments.
Experiment 1: Little Albert is a baby of 1 1 month. When a mouse appeared in front of him, he was not afraid. Whenever he touches it, he knocks on the iron bar, which makes him feel shocked and scared. In this way, little Albert's basic need for safety was activated.
Experiment 2:1At the end of the 9th century, Russian physiologist Leigh Pavlov (1920) was able to make dogs conditioned to ring the bell. This is a well-known experiment. Every time you ring the doorbell, the dog will spit when you feed it. Soon, as long as you ring the bell, you can make the dog secrete saliva. Dogs have "connected" with food by ringing the bell.
Every time we receive a visiting customer, we should bring him a positive message that can benefit him, so that every time the customer sees you, he will be very excited and your introduction will be easier.
It is an important means of communication to use psychological knowledge to establish customers' stimulated psychology.
C. Win customer participation
No matter how successful the first two purposes are, if you can't win the participation of customers, you will encounter more rejection, opposition and indifference in the sales introduction, because the potential consumption desire of customers has not been well induced.
There are many ways to win customers' participation. Developers should plan activities that match the positioning of the real estate market according to the personality characteristics and preferences of the target market. For example, some properties are held in important festivals such as internal subscription or opening for customers to participate in; Or let customers participate in the design of community function, clubhouse function and decoration scheme, communicate the design scheme they need, or hold some environmental art sketches and photos collection activities when the real estate design has environmental art gardens, so as to win customers' participation, stimulate customers' interest in the real estate and expand their popularity.
2. Mode requirements
Stand upright, put your hands naturally, keep smiling and face the guests. ◆ Put yourself in the right position, seize the opportunity and approach customers actively.
◆ Keep eye contact and concentrate when talking with customers. Step back slowly and let the customers look around.
3, the best approach time
◆ When customers stare at models or exhibition boards for a long time. ◆ When the customer looks at the model for a period of time and looks up. ◆ When the customer suddenly stops.
◆ When the customer's eyes are searching. ◆ When the eyes of customers and salespeople meet. ◆ When the customer asks the salesman for help.
4. Approach customers: Say hello, greet customers naturally and welcome them.
Good morning/hello! Please feel free to look.
Hello, what can I do for you?
◆ Interested parties can look at the details.
Step 5 comment
Never turn a blind eye to customers.
Never be indifferent.
◆ Never answer mechanically.
◆ Avoid excessive enthusiasm and hard sales promotion.
Second, try to find out the needs of customers.
Different customers have different needs and buying motives. At this moment, the salesperson must know the customer's needs as soon as possible, make clear the customer's preferences, and then recommend the most suitable unit to the customer.
The salesperson remembers.
1, requirements
◆ Speak clearly.
◆ Pay attention to the actions and expressions of customers and whether they are interested in real estate.
◆ Ask customers' needs, guide them to answer, and ask questions that need special answers when necessary.
◆ Concentrate and listen to customers' opinions.
◆ Give positive answers to customers' questions.
ask questions
What do you think of this property?
Are you on vacation or retired?
What kind of apartment do you like?
◆ What area do you require?
Step 3 comment
Never judge a book by its cover.
◆ Don't just introduce, but don't listen carefully to the customer's conversation.
◆ Don't interrupt the customer's conversation.
Don't give customers a sense of compulsion, let them know what you think.
Third, guide customers to clinch a deal
Clearly introduce the situation to customers, visit the real estate on the spot and answer customers' doubts. At this time, the salesman must further persuade customers to make up their minds to buy as soon as possible.
1, closing time
◆ When the customer stops asking questions and thinking.
◆ When the customer leans back in the chair, the left and right eyes suddenly look straight at you, indicating that the person who has been hesitating has made up his mind.
◆ A customer who listens attentively and rarely asks questions asks questions about payment and details, indicating that this customer is interested in buying.
◆ When the topic focuses on a certain unit;
◆ When customers keep nodding their heads to show their agreement with the salesperson's words.
◆ When customers start to care about after-sales service.
◆ When customers discuss with friends.
2. Ending skills
◆ Don't introduce other units.
◆ Focus the customer's attention on the target device.
◆ Emphasize the benefits of purchase, such as discount, lottery, giving away, etc.
Emphasize the preferential period. If you don't buy it, the price will increase in a few days.
◆ Emphasize that there are not many units and the sales volume is good. If you don't buy it today, it will be gone.
◆ Observe the customer's attention to the real estate and determine the customer's purchase target.
◆ Further emphasize the advantages of this unit and the benefits it brings to customers.
◆ Help customers make wise choices.
◆ Let customers believe that this purchase is a very correct decision.
3. End strategy
◆ Catering methods
Is our sales method in line with your idea?
The premise of this method is that the salesperson must know the customer's thoughts.
◆ Selection method
Sir, since you have found the best property for yourself, when do you want us to settle the account?
When using the method of asking questions, we should avoid simple "yes" or "no" questions.
◆ Coordination method
I want to add your name to the company's client list. What do you think can be done to achieve this goal?
◆ Sincere suggestion method
I hope to reach an agreement with you. What more efforts do we need to make?
If the other party shows more objections, this method can help the salesperson to clarify the main objections of the customer.
◆ Use situational method.
There is only one day left in the promotion period. If you can't make a decision today, the rise in real estate prices will bring you huge losses.
Step 4 comment
Never force customers to buy.
Never show impatience: Are you going to buy it or not?
◆ You must boldly make a transaction request.
◆ Pay attention to trading signals.
◆ Simple and quick handling, don't delay.
Fourth, after-sales service.
When a customer asks about the problem or quality of after-sales service, the promoter should listen to the customer's opinions patiently, help the customer solve the problem, and leave a careful service impression on the customer according to the problem solving situation.
1, requirements
◆ Keep smiling and be serious.
Lean forward slightly to show interest and concern.
◆ Listen carefully to customers' questions.
◆ Express willingness to help.
◆ Provide solutions.
Step 2 comment
◆ Must be familiar with business knowledge.
◆ Never ignore customers.
Never show a casual attitude.
Wuduan
Closing a deal is a natural result of the sales process. When introducing the sales situation to the customer, once the customer hints that he wants your product or service, the salesperson should be ready to make a deal immediately. Or the salesperson finds that the concessions of both parties have reached the limit and no new progress can be made, then he should make the best decision-end the transaction.
When the transaction is over, or the whole process is over, at this moment, you should thank the customer and welcome to come at any time.
1, requirements
◆ Keep smiling and make eye contact.
◆ For problems that cannot be solved immediately, determine the reply time.
◆ Remind customers whether there are any left-over items.
◆ Let the guests get up first and ask to leave before getting up.
◆ See or personally deliver the customer to your door.
Speak another language.
Step 2 comment
◆ Don't rush to see the guests off.
◆ Never ignore customers.
Doing the last step well can bring more business.
3. Key points after the transaction is completed
If the sale is successful and the transaction is concluded, will everything be all right? In fact, this is just the beginning of the next sale. If the salesperson can't sum up the reason and experience of this sales success, it may only be an accidental or isolated success.
Salespeople should realize that sales is a systematic project with a reasonable attitude. Everything you say and do will affect your work from the day you join the company. In order to bring success to the next sale, you might as well ask yourself at the end of the transaction:
◆ Did I pay attention to price protection during the sales process?
◆ Did I get competitive information in the sales process?
◆ During the sales process, did I try to let customers know more about my products?
◆ Do I know what customers don't need in the sales process?
◆ Do I pay too much attention to my personal relationship with customers in the sales process?
C: Step by step.
First of all, salespeople should have a mentality.
Any marketing expert has to go through a process from ignorance to erudition, from strangeness to mastery. As long as you dare to face up to temporary failures and setbacks and learn from them, success will eventually wave to you.
1, confidence building
Memory building information
Mastering the real estate information skillfully can naturally answer questions, enhance customers' trust in the salesman, and at the same time, the salesman's self-confidence is also enhanced accordingly.
Methods: Overcome the "percentage law" of inferiority.
Suppose every customer will make a transaction.
Salespeople should assume that every customer will buy it, so as to form a conditioned reflex and actively sell it, thus improving the success rate and making salespeople feel successful and confident.
B, have a professional image
Clothes make the man, and a good image can narrow the distance between people and facilitate communication between the two sides. If you feel good about yourself, your natural confidence will increase and you will play well.
2. Correct mentality
First, measure gains and losses
Salespeople usually encounter things that are rejected or have a hard time. For example, when handing out leaflets, we should treat the work in this industry correctly. When rejected, they think they have nothing to lose, but they have increased their knowledge and learned to adjust their mentality in adversity.
Treat rejection correctly
Rejection is common, but salespeople should not be confused by this obvious rejection. When the customer just refuses on an excuse, it is not that there is no room for manoeuvre, which shows that there is still a chance. Salespeople should not give up easily, and can follow up after a while.
3. Facing the customer's mentality and attitude
A, from the customer's perspective
"Why does this customer want to listen to my sales speech?" All promotions are aimed at customers' needs, not your preferences. Sales staff should first understand the purpose of the guests and make clear their own sales purpose: let the guests settle down, know their starting point and prescribe the right medicine. Combining with the customer's situation, introduce his needs, cater to the customer's mentality and narrow the distance between the two sides.
B, most people will resent exaggerated statements.
Nothing in the world is perfect. Excessive exaggeration of sales staff will cause customers' disbelief and dissatisfaction. If the irrelevant deficiencies are supplemented and explained in time, it can be justified, and it can also help the guests to compare, so that the guests have a sense of reality and deepen their trust in the sales staff.
4, bargaining mentality skills
A. Is active discount a good way to promote sales?
This is not a good way to promote sales, because as a primary property, it is clearly marked. If the salesman relaxes the discount, the guests will "eat and live", but if they don't relax, it will promote the transaction. If the guest still sticks to the discount, he can put 1 point appropriately, but don't make him feel relaxed. He wants to put on a show, such as making fake phone calls and forcing guests to withdraw money at once while making a phone call. If the guest doesn't have enough money to pay the deposit, don't easily promise to make an uncertain decision and then take a vacation, so that the guest can consciously hand over all the money with gratitude before accepting his "reconciliation".
Some plays must be done, which can reduce the situation of "collapse" and reduce the incidents of making things difficult for guests in the future.
Second, the way to find customers
This world. There is a vast sea of people, and each has his own needs. How to find customers in order to be targeted and get twice the result with half the effort?
1, advertising law: advertise it widely, and then wait for the door to start selling.
2. Fair: centralized display of models and samples. Introduce the situation, contact the feelings of both parties, grasp the key points, and follow up the sales according to the customer's intention.
3. Organizational network: Make good use of various relationships and strive for them to use their own advantages and effective channels to help find customers.
4. Authoritative introduction method: make full use of people from all walks of life's worship of authority, and invite authoritative people to introduce goods to corresponding personnel in a targeted manner to attract customers.
5. Cross-cooperation method: salesmen in different industries have wide coverage and smart market information. Salespeople can use this to strengthen the exchange of information and intelligence, and recommend and introduce customers to each other.
6. Focus on visiting: Focus on the customers on your opponent's head, select some of them to visit or interview directly, and launch a "sales offensive".
7. Snowball method: Take advantage of the relationship between old customers and them, let them show themselves, constantly seek and strive for new customers, and expand layer by layer, like snowballing, so that the customer team will continue to expand.
Third, sell five parts.
Establish harmony, stimulate interest, complete transactions, stimulate motivation and provide answers.
These five steps are quite reasonable and based on psychological knowledge, so they are quite effective.
In order to make customers happy to accept your service, you must make a good first impression on them and establish a harmonious relationship with them.
In order to keep customers' attention, you must arouse their interest. If they believe that your service will bring them many benefits, they will be interested and will always pay attention to your conversation.
● After that, it is really a smart choice for you to convince customers to accept your service, because they will really find a solution to meet their needs from your service.
● Customers may be interested in the property and believe that your service is good for them, but they will not buy it. Therefore, after you arouse the interest of the other party and convince him of the various selling points of the real estate, you should make the customer want to buy it. In this way, you can sell the property. In short, you should arouse each other's buying motivation.
Although the other party believes that the building is really as good as you say and wants to own it, there is still no guarantee that you will get the order. Procrastination or hesitation is by no means the fault of ordinary people. Therefore, you must help them make a decision so that they can put it into action and reach a deal.
These methods are flexible.
Sometimes you can combine two steps, especially building harmony and arousing interest.
◆ The five steps are not always in sequence. For example, an alert business person is likely to make a deal at the stage of providing answers.
◆ Five steps are not indispensable.
Fourth, promote transactions.
1, fishing promotion law
Make use of people's demand psychology and attract customers to buy by giving them some benefits.
2. Emotional contact method
By investing in customers' interests, the two parties help customers realize their needs, meet their affinity needs, promote their sense of identity, establish a psychological compatibility relationship, and narrow or eliminate the psychological distance between buyers and sellers, thus achieving the purpose of sales.
3, transfer method
By asking questions, answering questions, and settling accounts. It can remind customers of the benefits of buying goods, thus touching customers' hearts and stimulating customers to enhance their desire to buy.
4. attack and defend.
When it is estimated that the customer may raise objections, put forward targeted explanations before he raises them, launch an offensive, and effectively eliminate potential trading obstacles.
5. Integrated connection method
Make use of people's herd mentality to create an atmosphere of popularity or a large number of transactions, so that customers have a sense of urgency and urge customers to buy.
6, cited without hair method
In the case that active sales promotion doesn't work, we can find topics that customers are interested in and conduct extensive exchanges, and give appropriate guidance and hints to let customers know the benefits of buying and reach a deal.
Step 7 act in good faith
With a sincere, sincere and unyielding attitude, let customers feel your sincere service and accept it psychologically.
8. Ways to help customers balance.
Actively intervene to help customers analyze and compare some obvious advantages and disadvantages, so that customers can fully weigh the advantages and disadvantages and make a purchase decision.
9, the psychological method of failure
Remind customers to make up their minds to buy by taking advantage of their psychology that they are not only afraid of value for money, but also worried that they will "have no shop after this village" if they don't make a quick decision.
10, time-limited suppression method
Salespeople can use or create some excuses or some objective reasons to temporarily set a validity period, so that the other party can lower their expectations and make a choice only within the scope of our plan and the set time limit.
1 1, playing hard to get.
In view of the frequent vigilance and confrontation between buyers and sellers, we should not express our desire to clinch a deal to each other in enthusiastic service, but should seize each other's demand psychology and list the corresponding factual conditions first, showing a relaxed mentality of "not asking for a deal because of insufficient conditions". On the contrary, the other party will feel sorry for not closing the deal, and thus take the initiative to cater to our conditions to close the deal.
12, living room promotion method
When the customer has shown signs of wanting to buy, but hesitates, the salesman does not directly encourage him to buy, but implies from the opposite side that the other party lacks some subjective or objective conditions for clinching a deal in a certain language and tone, so that the other party can immediately make up his mind to clinch a deal in order to maintain self-esteem.