Sales is a very popular industry now. Any industry needs to master the skills of this industry in order to do its own work well and master the skills of communicating with customers in order to better improve its performance. The following is the sharing of customer service communication skills.
Customer service communication skills 1 1, the customer said: I have to think about it.
Countermeasure: Time is money. It is now or never.
(1) Query method:
Usually, in this case, the customer is interested in the product, but it may be that you haven't figured out your introduction (such as a certain detail), or you have ulterior secrets (such as no money, no decision) and dare not make a decision, and then there are quite detached words. So we should find out the reason by asking, and then prescribe the right medicine. Sir, I didn't explain clearly just now. You said you should think about it?
(2) Hypothesis method:
Assuming that the transaction is completed immediately, what benefits (or happiness) can the customer get? If the transaction is not completed immediately, they may lose some benefits (it will be very painful) and use people's hypocrisy to facilitate the transaction quickly. Mr. so-and-so must be very interested in our products. Suppose you buy now, you can get ×× (plus gifts). We only come once a month (or have a promotion), and now many people want to buy this product. If you don't make a decision in time, you will …
(3) Direct method:
By judging the customer's situation and asking the customer questions directly, especially when the male buyer has money problems, the direct method can irritate him and force him to pay the bill. Seriously, Mr XXX, is it because of the money? Or are you trying to avoid me?
2. The customer said: It's too expensive.
Countermeasure: You get what you pay for, but it's not expensive at all.
(1) comparison method:
① Compared with similar products. For example, the XXX brand in the market, this product is much cheaper than the XXX brand, and the quality is also better than the XXX brand.
(2) have the same value.
Customer service communication skills 2 1. What should the salesman say when the customer says "I don't need such a versatile product with such good quality"? Wrong statement: "This is not very good either!" I understand you. I just want to know why you said that. The correct statement: "You are absolutely right, but it is a good deal to sell such a good product at this price."
2. What should the salesman say when the customer disagrees with the after-sales service of the product? Wrong statement: "I can't help it if you say so." "Why do you say that?" Correct statement: "What do you think makes you confident?" Just like the first salesman's answer is obviously a little emotional, the more emotional you are, the more customers will feel that your after-sales service is problematic.
What should the salesman say when the customer says he is a little fat? The wrong statement is "not as fat as you say". The correct statement: "No, it is a blessing to be full, which means you are very happy, isn't it?" Besides, this is something that many people can't force. "
4. What should the salesman say when the customer says the product price is high? Wrong statement: "Not expensive! Compared with our peers, our price is not much higher. " Correct statement: "Now customers who buy products care about value rather than price. I believe you are more experienced than us in this field. You will know after reading the product first. " Only in this way can the customer agree, and then we can continue to use this method to let the customer continue to agree and finally clinch a deal.
5. When customers say that your products are so expensive? What should the salesman say? Wrong statement: "Is this price still expensive?" "We don't bargain here." "Then make me an offer." "Now there are activities in the store, and you buy more. This price is the most suitable. " The correct statement: "Yes, I understand that if we just look at the marked price, it will really make people feel this way, but I want to tell you that our high price is completely good after-sales service. Everyone pays attention to after-sales when buying products, especially this big commodity, so we must keep up with after-sales. Are you right? To give the simplest example, why do many people buy school districts now just for children? In addition, the construction of such communities must be better than other places. Do you think so? "
6. When the customer says it can't be cheaper? What should the salesman say? Misexpression: "There is nothing we can do", "We can't do anything according to company regulations" and "I'm really sorry, this price is really the most favorable". The correct statement: "Yes, I can understand your feelings, because we all want to buy the best products at the cheapest price, but we are really sorry. I hope you can understand that every product has its cost, and we need the guarantee of quality and after-sales service, don't we? "
7. When the customer says I am an old customer, can't you give me a little more discount? What should the salesman say? I'm afraid many people have encountered this situation. False statements; "I'm really sorry, this price is for old customers, just like others are afraid it will be difficult to get it." "You are our old customer, you should know that this is our rule here!" The correct statement: "I really appreciate your support for such a long time, but I am really sorry, especially at this point, I hope to get your understanding, so I will send you a gift in my own name, and I hope you must accept it."
8. When the customer says I know your boss and I don't want to find him, just give me a discount! What should the salesman say? Wrong statement: "I'm sorry, I can't help it." "We abide by the rules, even if the boss comes, the price is the same." Correct statement "That's great, then you should know that our store attaches great importance to integrity and service, and the quotation is honest and reliable, the quality is guaranteed, and the money is assured, don't you think?"
9. What should the salesman say when the customer says the price is higher than expected? Misexpression: "Your estimate is wrong" and "That's impossible". The correct statement is: "What was your initial expectation? What is your standard? " After the customer answered, the salesman said, "Oh, I see. Let me tell you the truth. . . "
Customer service communication skills 3 how to do a good job in sales?
1. Sales representatives must read more books and magazines on economy and sales, especially newspapers every day, to keep abreast of national and social news and news events. When visiting customers, this is often the best topic, and it will not appear ignorant and superficial.
2. The way to clinch a deal starts with finding customers. Cultivating customers is more important than current sales. If we stop adding new customers, sales representatives will no longer have a source of success.
3. Visiting is the application of common sense, but only by applying these concepts that have been proved by practice to "activists" can we have an effect.
Before making a blockbuster, the sales representative must do the boring preparation work first.
The preparation and planning before the visit must not be ignored. Only if you are prepared can you win. Prepare special tools, opening remarks, questions to ask, words to say and possible answers.
6. The joint efforts of full preparation in advance and on-site inspiration often lead to the disintegration of strong enemies and success.
7. The best sales representatives are those who have the best attitude, the richest product knowledge and the most thoughtful service.
8. We must learn and remember the materials, brochures and advertisements related to the company's products. At the same time, we should collect competitors' advertisements, promotional materials and brochures, study and analyze them, so as to "know yourself and know yourself" and truly know yourself and know yourself, and then we can take corresponding countermeasures.
9. The most important business ethics is that transactions that are unfavorable to customers will inevitably be harmful to sales representatives.
How to sell yourself?
10, knowledge of sales is undoubtedly necessary for sales representatives. Sales without knowledge can only be regarded as speculation and can't really experience the fun of sales.
1 1, a successful sales is not an accidental story, it is the result of a sales representative learning, planning and applying knowledge and skills.
12. When visiting customers, the principle that sales representatives should believe in is "grab a handful of sand even if you fall". This means that the sales representative can't go home empty-handed. Even if the visit is not over, ask the customer to introduce you to a new customer.
13. Select a customer. Measure the customer's willingness to act and decision-making ability, and don't waste time on indecisive people.
14, the important rule of first impression is to help people feel important.
15, keep the appointment on time-being late means "I don't respect your time". There is no reason for being late. If you can't avoid being late, you must call to apologize before the appointed time and then continue the unfinished work.
16. Sell to Mr. Power who can make a purchase decision. If your sales partner has no right to say "buy", you can't sell anything.
17. Every sales representative should realize that sales can be successful only if you keep an eye on your customers.
18, approaching customers in a planned and natural way, making customers feel favorable and negotiating smoothly are the work and strategies that sales representatives must work hard to prepare in advance.
19. It is impossible for a sales representative to reach a deal with every customer he visits. He should try to visit more customers to increase the percentage of transactions.
20. Get to know your customers, including their life, family, emotions, career and temperament, because they determine your performance.
2 1. Before becoming an excellent sales representative, you should be an excellent investigator. You must discover, track and investigate until you know everything about your customers and make them your good friends.
22. Believe that your product is a necessary condition for a sales representative: this confidence will be passed on to your customers. If you have no confidence in your product, your customers will naturally have no confidence in it. Customers are not so much convinced by your high-level logic as by your high self-confidence.
23. Representatives with good performance can tolerate failure partly because they have complete confidence in themselves and the products they sell.
24. Know your customers and meet their needs. Not knowing the needs of customers is like walking in the dark, wasting energy and not seeing the results.
25. For sales representatives, the most precious thing is time. Knowing and choosing customers is to let the sales representative focus his time and energy on the most likely customers, instead of wasting it on people who can't buy your products.
Sales psychology
26. There are three rules to increase sales: pay attention to your important customers, pay more attention, and pay more attention.
27. There is no distinction between high and low customers, but there are grades. Determining the number and time of visits according to the customer level can make the time of sales representatives play the most effective role.
28. Approaching customers must not be formulaic. We must make full preparations in advance and adopt the most appropriate way and opening remarks for all kinds of customers.
29. Opportunities for sales presentations are often fleeting. Be sure to judge quickly and accurately, pay close attention to it, so as not to miss the opportunity and strive to create opportunities.
30. Focus on the right goals, use your time correctly, and use the right customers, and you will have a greedy eye in the promotion.