Customer types and communication methods 1: methods to convince customers with different personalities.
1, honest customer
This kind of customers are suspicious, and it is difficult for general shopping guides to gain their trust, but as long as they are sincere and trust you, they will give you everything. Most of them are loyal. Whatever you do to him, he will do to you, even more than you. The shopping guide can seize this customer's reluctance to speak and let him buy it. As long as the first purchase is beneficial to him or he feels that he has not cheated him, he will always buy your goods. If the shopping guide cheated him this time, he will never buy your goods again. Try not to make him shy. The first promotion of this kind of customers will be successful as long as they can speak in words.
2. Proud customers
For this kind of customer, when talking with him, you must show your professional knowledge to convince him to convince you, so that he will have trust in you and the chances of closing the deal will increase.
3. Show-off customers
There are two kinds of customers: one is really rich, and the other is just money worship.
For the first customer, tell him the advantages of the goods sincerely and show indifference to his money, so that the customer will be curious about your expression and the transaction will naturally come.
For the second kind of customers, you must flatter them, compliment them, and let him know that the shopping guide admires his wealth and satisfies his vanity. Don't expose their falsehood, it will hurt his self-esteem and make the transaction difficult.
4. Smart customers
Such customers are more confident in their own judgment. Once they determine the credibility of the shopping guide, they decide the transaction, that is to say, it is not the goods that are sold to customers, but the shopping guide himself. They judge correctly, and they will also make a deal with you under the condition that the shopping guide is timid but sincere and enthusiastic. There are two ways to deal with such customers. First, to tell the truth, just a few, and sincere enthusiasm for them makes him trust you. Second, resonate with you in some way, make him admire you and make him a confidant. They are very generous to their friends.
5. shy customers
The way to deal with this kind of customer is to chat with him for the first time, give him a good impression, and let him have confidence in you although he is still a little neurotic. Observe him carefully, praise his merits from time to time, and take care of his face, and he will trust you more. You can tell him frankly about your private affairs and make him closer to you. By the second time, he will be more natural, treat you as a friend, and the transaction will be very successful.
6. Cold customers
When dealing with such customers, we should pay attention to comprehensiveness, not carelessness, and show sincerity. After the introduction, he will have a period of thinking. At this time, the shopping guide will shut up and ask some questions after raising his head. Then you can answer them. From these questions, you can know his desire to buy, and you can also introduce the advantages of the goods to make him more interested in the goods, so that the possibility of reaching a deal is greater.
7. Happy customers
When they do something, they have already figured out how to do it. He has a resistance to the shopping guide. As soon as he saw the shopping guide, he immediately said, I don't want to buy it, just looking. In fact, this is a kind of resistance. The shopping guide doesn't have to pay attention to him. As long as the goods satisfy him, he forgets what he said. When dealing with this kind of customer, as long as you talk to him sincerely and cordially, and have a sense of intimacy, the distance between the two sides will be closer and the transaction will be completed.
8. Curious customers
This kind of customer is relatively simple. As long as he is sincere and enthusiastic about the product and agrees with him, he will be happy to buy it. If you say you sell it to him at a preferential price, he will be happy to pay.
9. Polite customers
As long as you show enthusiasm and sincerity to such customers, you can attract them, don't give them any pressure, explain the advantages of the goods in detail, and win by soft.
10, suspicious customer
There are two ways to deal with such customers. One is to put pressure on him, otherwise you pretend to be flattering and he left without saying anything wrong. It is better to put pressure on him to make a deal. The second way is to give him a frank feeling in attitude, not to give him a flashy impression. To treat them, we must emphasize the reputation of the company and the quality of products, and eliminate their worries.
The second part of customer types and communication methods: five kinds of purchasing mentality of customers
1, cheap:
This is the general psychology of property buyers. Any goods that shoppers want to buy are cheap, and the lower the price of the same kind of goods, the more attractive it is to buyers.
2. Name:
According to general purchasing experience, it is also true that shoppers think that the price of high-quality goods must be higher than that of ordinary goods. That is to say, the so-called good goods are not cheap and cheap. Some consumers spend a lot of money to buy expensive brand-name goods in order to show off their experience and social status and satisfy their psychological superiority and pride.
3. Innovation:
Buyers are very sensitive to the styles and colors of popular goods in society and want to buy fashionable products that conform to the new trend. As long as it is a fashionable product, it doesn't matter if it is expensive.
4. seeking beauty:
Some consumers first consider the appearance of goods, such as color, shape, packaging, style, etc., rather than the content of goods. For some movie stars and fashion girls, because they pay more attention to the decoration of clothes, they especially pursue the fashion, beauty, uniqueness and beauty of clothes and put the ornamental value of goods in the first place.
5. Be realistic:
Affordable and durable, cheap and good. It is often the psychological state of some housewives buying land. They are more cautious when shopping, considering both the price and the quality of goods, and shopping around.
Customer types and communication methods 3: Six purchasing behaviors of customers
1, price-based purchase behavior
Customers with this buying behavior pattern are more sensitive to commodity prices. Some of them always like to buy cheap goods, and even take buying action when they see cheap goods and have no intention to buy them. Some people who pay attention to price especially trust high-grade goods, and think that such goods are superior in materials and reliable in quality. A penny, a penny? So I am always willing to buy high-priced goods, thinking that this can better meet my needs.
2. Rational purchase behavior
Some customers are used to buying on the basis of repeated consideration, careful analysis and various choices. They are more cautious when buying goods, and are not easily influenced by buying behaviors such as advertisements and product appearances, but compare the quality, performance, price and service of goods. To receive such customers, we should seek truth from facts, introduce the goods in detail, and strive to facilitate the transaction.
3. Impulse buying behavior
Customers with this behavior pattern often buy goods under the stimulation of advertisements, commodity displays, use demonstrations and commodity packaging. When choosing goods, we mainly feel by intuition, seldom think rationally, and seldom pay attention to the actual effect and price of goods. Because they like it, when they see others rushing to buy it, they will take buying action. Vivid advertisements, exquisite commodity packaging and eye-catching commodity display are very effective in attracting such buyers.
4. Imaginative buying behavior
Some people often choose and buy goods according to their own imagination or association. This kind of customers pay more attention to the name, shape, color and so on when buying goods, which is a complicated buying behavior. Customers who have this kind of purchase behavior usually have a high degree of appreciation of the goods, and for the relevant groups, their choice is relatively large.
5. Habitual buying behavior
Some customers usually buy goods according to their past habits and hobbies, or always go to places they are familiar with. They are generally more interested in the goods, trademarks and distributors they are familiar with, and the choice of goods and purchase places is directional and repetitive. When they see the goods they are used to, they will not compare them repeatedly, but will take the purchase action.
6. Random purchase behavior
Some people have no fixed preference for goods, do not pay attention to the appearance and trademark of goods, and often buy them at will. They have two manifestations: one is that they don't want to spend more energy on buying goods, and they buy whatever they need to save trouble; The other is that buyers lack insight and experience, don't know how to choose, and are willing to imitate others. The seller's advice also has a great influence on them.
Customer types and communication methods 4: How to communicate with customers
1 How to welcome customers
First of all, it is important not to look directly at each other. If you look at each other, say a word of welcome! Customers often feel compelled to stay. Ideally, after the guests' eyes have swept over some goods, they will stand in front of the counter and say hello. Natural attitude not only implies customers? You're welcome. Take your time, okay? At the same time, when customers show interest in a commodity and want to ask, they can also respond immediately. Nowadays, consumers don't want shop assistants to talk nonsense after them, for fear of being forced to sell by the other side.
2. Proper speaking skills
A word from the shopping guide can sometimes decide whether the customer will buy it or not and whether it will come back.
There are usually four techniques to deal with:
First, it shows that you are also interested in the products that customers want to buy and are willing to help.
Second, don't talk much but don't be wordy.
Third, clearly state the occasion suitable for use or the reason why it is worth buying.
Fourth, whether the customer buys it or not, don't use it right away? That's it. If you want to buy a popular product, do it now, because that will increase the oppression of the other party.
The most easily overlooked thing is that when guests decide to buy, they forget to say thank you to each other. Whether he says this sentence or not is absolutely different. Whether he will come next time is often just a matter of thought.
3. Receive customers with a positive attitude.
A very important principle in sales is positive thinking. For example, what would negative people think if they came to a customer who is very different from the customer level age you determined? He's just looking. He won't buy it? So he didn't bother to say hello to him, and positive people treated all customers in the store equally and always responded politely. People who think negatively always think that visitors will not buy anyway, while people who think positively think that visitors will buy. The gap between them is so great.
It is better to stand up than to sit down.
At present, most shopping guides are polite in words when facing customers' inquiries, but few people serve them with practical actions. How can we make customers feel at home? If verbal politeness can be combined with actual service, the effect will naturally double!
5, blind spots on the instrument
One thing that is often overlooked about musical instruments is smell. Such a shopping guide does exist-he has a wealth of business knowledge, but standing next to him is unbearable. Men should pay attention to hair oil and sweat smell, and women should pay attention to the use of perfume. Too heavy perfume is not only easy to transfer the smell to the goods, but also scare away the guests. However, it is difficult for us to feel our body odor. The most direct way to know whether we are tasteful people is to ask family and friends, because they won't cheat you in good faith. The most typical smell is bad breath. Now there is a spray on the market to eliminate bad breath, so you can buy it back and use it. In addition to the smell, women's hair is best combed out of their foreheads, smiling and bringing out the best in each other.
6. Cherish every penny of customers.
Some counters will make people come to patronize unconsciously. These counters all have a common feature, which is to cherish every penny of customers. Whether it is aesthetic in concept or practical action, people can clearly feel this sincerity. It is because customers actually need him to buy the right amount of goods instead of rhetoric that they buy a bunch of unnecessary waste. As long as you cherish every penny of your customers, they will trust you back. When they need it, their first thought must be your store.
Customer types and communication methods 5: Treat customers in different situations correctly.
1. Treat departing customers.
Most of these customers are old hands and are particularly difficult to deal with. If the shopping guide doesn't agree with his conditions, he will say forget it, which is used to put pressure on the shopping guide, thinking that the shopping guide will agree with their conditions. For such a customer, you can't give in again and again, because if you give in too much, he will seize your weakness and make you suffer, so you can only argue with them, but give him a step, never buy it, just be polite and don't let him go.
2. Treat customers who have no opinions.
No matter what they do, such customers depend on others and people they trust. They must discuss everything with their families or people they know and trust. According to this feature, the shopping guide can chat with him first to gain his trust, and then ask him if he wants it, so as to lay the foundation for the later conversation.
3. Treat customers who don't buy now
This kind of customers have distrust of the shopping guide or the goods, but they are not in a hurry to leave and are still looking around the goods. If the shopping guide doesn't get close to him, he will lose a chance to make a deal. Customers have doubts, that is, there are reasons not to buy, but because of the shopping guide's questioning, they have to casually say that they don't buy now. The shopping guide should ask his doubts. As long as the customer is willing to express his doubts, the shopping guide will help him solve the transaction smoothly.
4. Treat customers who are hard to make up their minds
The reason why such customers don't buy has not been solved, or such products are necessary for him, and he doesn't hesitate. The key to deal with this kind of customer is to persuade him to tell the reason why he doesn't buy it. There are two ways to get the customer to tell his reasons: one is exploratory inquiry, and the other is to make him feel that you are reliable and trustworthy, so that he can tell his reasons for not buying. As long as he knows his reasons, the deal can be made.
5. Treat customers who want to look elsewhere.
To treat such customers, we should first praise their shrewdness and composure, and then affirm their products and tell them that this is the most suitable for them. There are preferential activities now, limited or limited. If you miss them, you have no chance. At the same time, don't belittle the products of other competitive brands too much, give customers the space to choose, create a relaxed trading environment, and let customers feel that their right to choose freely is God.
6. Treat customers who have already bought goods.
This kind of customers generally like your goods, so they just stroll around and keep looking at them. The shopping guide should grasp the goods that he likes you, let him know that it is not a loss to buy your goods, and at the same time let him have an idea of the goods he buys. For example, the watch you are using now has no conflict with our products and can be worn on different occasions, which highlights the advantages of our products.
7. For customers who are too expensive,
This kind of customers are generally thrifty people or low-income people. They want to buy some goods with low prices, but they are very affordable and do not need special packaging. For these customers, you can do this, don't highlight the price of the product, try to start with the advantages of product quality and style, which is easier for customers to accept.
Customer Types and Communication Methods 6: Ways to persuade customers of different ages
1. Tell young customers that your products are very popular. Such customers have little resistance and little experience. As long as you are enthusiastic about them, try your best to show your professional knowledge and let them know more about related issues, they will relax and talk to you. When promoting this kind of customers, you should stimulate their desire to buy and let them know that this product is out of date, which is in line with the trend of the times. You can talk about some life and emotional problems, especially the future money-making problem, which can stimulate his investment ideas and make him feel that this is an investment opportunity. We should be kind to such customers, have confidence in our products, show sincerity, and try our best to think of them in economic ability without increasing their psychological burden.
2. Talk more about family and work with middle-aged customers. They all have some experience, calm and calm, more experience and opinions than young people, but they lack the vitality and dreams of young people. Don't brag about such customers, don't highlight their professional ability too much, but talk to them seriously and sincerely, say something envious to their families and admire their career and work ability, as long as what you say is true. These customers are willing to listen to you and be close to you. Such customers are independent, capable and practical, so as long as the products sold are of good quality and the shopping guides are sincere, there is no doubt that they will clinch a deal. Such customers won't care too much about what you say. Their demands are real, so you don't need to use any tricks. If these customers love face, the shopping guide can seize their points to promote and induce them to say something.
3. Activate the vanity of elderly customers.
Shopping guides should praise the beautiful and memorable things of the elderly customers in the past, mention the achievements of their children and grandchildren, and talk about the topics they are proud of as much as possible, so as to make customers excited and active and make your sales promotion have a good atmosphere. Show honesty to the elderly customers, don't open your mouth and listen more, so that the elderly customers will have a good impression on you and their doubts will be eliminated. There are two taboos in dealing with elderly customers. Don't talk big. Otherwise, the old people think you are frivolous and unreliable, and the trade fair will end in failure. Don't refuse him to his face or say that he is wrong. Otherwise, it will irritate him and even quarrel with you, so that your deal with them will be ruined.