Communication is an important means to establish close relationship and draw closer feelings. Some people are not recognized by everyone because they can't communicate with others. Here are five tips for you to chat with customers effectively. Welcome to refer to them ~

Skills of effectively chatting with customers 1 showing weakness in time

Most people have sympathy for the weak, and no one likes people who easily compare with others. For example, the customer said that I bought gold three months ago, and now the income is10%; And you said: I already let you buy it. You see, I asked xx to buy it early, and now it's 25%.

This kind of chat is easy to have no friends. This is not communication. The purpose is to find a sense of superiority, or a sense of superiority based on each other.

Timely weakness makes customers happy, and product sales naturally come.

Help each other speak.

What is helping each other to speak? Is to enrich each other's arguments.

This expression will make the other person feel comfortable and feel your tolerance. On the unprincipled issue, there is no need to be unconventional, highlight yourself, and let the other party feel that they are the masters of the chat.

Ask questions in due course

When the customer starts a long speech, congratulations, your weight can make the customer open up. However, when listening to the customer's comments, the appropriate questions will make the other party feel that you are distracted. This makes it easier for customers to feel your participation and more willing to treat you as "one of their own".

For example, customers say that my return on investment has reached 8% this year.

You should say, wow, the market fell by more than 10%, and you actually made a profit. What did you buy?

For example, the customer said that I met a beautiful woman at Qingdao Beer Festival last week. It must be …

At this time, you can't say: Wow, I went to Harbin to drink beer. Is the beer there expensive?

This will be annoying.

Create a familiar scene

Describe a product and explain it from the perspective of customer application scenarios, rather than simply introducing product description materials. For example, practical precious metals do not need to be repeatedly explained from the aspects of gold content, technology and whether the United States raises interest rates, but are brought into the scene from the perspective of use.

For example, I think you should not only consider the recent rise and fall of gold prices, but also consider buying some gold for your child every year and giving it to her as a dowry when the child grows up and gets married, so that you can have the capital to build a harmonious and happy family. Isn't that what our parents in China want?

Discover customer interest

When we recommend products, it is easy to bombard customers with multiple selling points, but it often has little effect. Because the selling point is depth, not breadth. When communicating with customers, if there are selling points in the products that interest customers, you can observe that customers' eyes are shining or begin to show interest. Ok, let's look at this topic.

For example, when introducing certificates of deposit and presenting various favorable facts, we found that customers were interested in certificates of deposit. Well, this topic can be further developed. Children studying abroad and traveling ... this is a topic that can be discussed in depth.

Skills for Effective Chatting with Customers 2 1, Open Questions

Open-ended questions are topics chosen to guide others to speak freely. If you want to know more about customers' needs, you should ask more open-ended questions. The interrogative words that can reflect open questions are: what, where, tell, how, why and talk.

2. Closed questions

Closed-ended questions refer to those who choose a specific topic in order to guide the conversation and hope that the other party will answer limited questions. Closed questions are often reflected in interrogative words such as "can", "right", "isn't it", "will it" and "how long".

If you want to get some more specific data and information, you need to ask the customer closed questions, so that the customer can confirm whether you understand him or not. But in telemarketing, if you ask a lot of closed questions, it will cause a kind of pressure on customers, which is not conducive to your own information collection. Therefore, when you know the customer's needs in the early stage, ask more open-ended questions, so that customers can speak freely, and it is easier for you to get useful information and find new business opportunities.

Types of problems

When you communicate with customers, you need to ask them some questions, which can be divided into the following eight categories:

1, to judge the qualification of customers.

According to your own sales target, ask some specific questions to the customer, and determine whether he is a customer who meets your target through the other party's answer. For example, you can ask this question: Some companies have adopted telemarketing. Do you have a telemarketer?

2. Customer's demand for systems or services

According to the customer's demand intention, use closed-ended questions to further clarify the customer's needs and obtain as much other information as possible. The question you ask can be: which is the most important for you, reliability, manageability and maintainability? Why?

Step 3 make decisions

Ask questions in a euphemistic tone to determine who is the client's decision maker. To make customers happy to answer your questions, ask them directly, "Are you in charge of this?" Obviously this is not a good way to ask questions. If you ask in another way, "Who else was involved in this decision besides you?" When customers feel that they are valued, things will naturally go relatively smoothly.

4. Budget

In order to successfully sell your products, you should know the customer's budget. If the customer's budget is low and you need to sell high-end products to him, the probability of success will be correspondingly low, and vice versa. There may be some difficulties here, because customers are generally reluctant to tell you what their budget is. We can start with other projects and gradually induce them to disclose some budget issues.

5. Competitors

The best time to ask about competitors' information is when customers mention competitors. Don't ask about competitors' information actively. Pay attention to the information of competitors mentioned by customers and analyze their advantages and disadvantages. If customers think that the shortcomings of competitors are their own advantages, it is very likely that they will attract customers by highlighting the shortcomings of competitors in the next conversation.

6. Time limit

Knowing the time limit of customer demand will help you to further formulate your own sales strategy. If the other person answers that you are not sure, it is likely that he has not really decided to cooperate with you. At this time, you should further guide him, such as hinting at the benefits of starting as early as possible and the adverse effects of delay, so that customers can make cooperation decisions as soon as possible.

7. Deal

That is, guide customers to make decisions and realize business. When appropriate, such as when the customer is satisfied or in a good mood, you can take the initiative to give the customer a hint, complete the signing procedures, and clinch a deal.

8. Provide customers with their own information.

Communicate the information that is beneficial to you to customers in an appropriate way, make customers feel that buying your products is a correct decision, improve customer satisfaction, and may also be of great help to your future sales work.

Questioning skills

The skills of asking questions are divided into the following four aspects:

1, prelude

The prelude is to tell the customer that answering your question is necessary, or at least harmless. If you want to ask sensitive questions that customers may not want to answer, using a prelude is expected to change customers' minds. For example, if you ask a customer a question about the project budget, most customers are unwilling to tell you. At this time, you can add such a prelude: "In order to recommend a most suitable scheme to you, I want to know the approximate investment level of this project?" Through the prelude, customers can be effectively reminded that I need to know the project budget, and customers will have some possibilities for positive answers.

Step 2 ask a rhetorical question

If the customer asks you a question and you don't know how to answer it, then you have two choices: ① seek truth from facts and don't pretend to understand; (2) Ask the customer in turn, and let the customer express his views on this issue. This is usually the answer he wants, and you just need to vote accordingly.

Step 3 be silent

If there is a long silence during the call, it will definitely cause a very embarrassing situation. But proper silence is also necessary. For example, after asking questions to customers, keeping silent for a short time can just provide customers with a necessary time to think.

4. Ask only one question at a time.

Usually, you may need to ask several questions at the same time for the other person to answer, and he often remembers only one of them, or feels that it is impossible to talk. So it is the best choice to ask only one question at the same time.

Listening skills

Learning to listen is very necessary, and customers will not always repeat the same question. If you are absent-minded and don't listen, you are likely to miss some very important information, thus losing the chance to make a deal. Therefore, listening skills are very important. There are four good listening skills.

1, confirm

In the process of the customer's speech, there may be some words you didn't hear clearly, and there may be some technical terms you don't understand, so it is especially necessary to confirm with the customer to further clarify what the customer said.

At the same time, when communicating with customers, we must pay attention to the use of our own language. Don't use too many terms, so as not to easily cause obstacles to customers' understanding.

Step 2 clarify

If there is any ambiguity, communicate with the other party in time so as to fully understand the real thoughts of customers. There may be two or more understandings of what a customer says. If you are self-righteous and only understand according to your own likes and dislikes, it will inevitably lead to misunderstanding. So be sure to communicate with customers in time and clarify the facts.

3. Feedback

In the process of listening, we should actively and timely feedback to customers. You should constantly make him realize that you have been listening to him. If you only pay attention to your long speech and can't hear the response, it will inevitably cause psychological pressure on the customer, so he naturally doesn't want to continue to talk about the following content, just want to end the call as soon as possible.

Step 4 record

Be sure to take notes when communicating by phone. Telephone communication time is limited, so it is difficult for you to remember all the main points of customer needs. The best way is to record the key points mentioned by customers at any time in time.

5, judge the customer's personality

Listen to the customer's personality by calling. According to the four personality types mentioned above, give the current customers a general positioning. Then adapt to each other according to this positioning and deal with it according to the above method.

Skills of effectively chatting with customers 3. Perfect self-introduction.

Trust comes from sincerity. Please introduce yourself sincerely when you add friends for the first time.

Basic information about yourself (what's your name, where you come from, what you do and what resources you have)

Send the most beautiful photos (introduce yourself with photos and let others form a first impression on you)

Give out red envelopes (big and small, local tyrants are free, and the bigger you send, the more you like you)

Remember, letting everyone know you is the premise of your communication!

Browse each other's circle of friends

From the avatar, signature, album cover and circle of friends, we can get a general understanding of the other person's gender, preferences, age, occupation, location and income level.

Find the same topic, start chatting, start making friends, then generate trust, and finally naturally make a list.

From the circle of friends, you can find many small details in each other's life. You must be happy to grasp these details to really care about each other and make them feel valued.

Know each other's hobbies

No matter how to add each other, as long as they are strangers, it takes a period of trust cultivation.

The business of the circle of friends is a trust economy, and it is basically difficult to clinch a deal without trust. For strangers, the best way to build trust is to chat, like, comment, interact and have a clear goal.

In short, we need to cater to his interests and life scenes and find the same topic.

One to one chat

Aside from the offline relationship, WeChat is a strange friend and has never met. Building trust is more difficult. How can we change from a weak relationship to a strong one?

It's actually quite simple. No amount of group chat is as good as one-on-one chat. Chatting can be arbitrary, without any burden, empty oneself, unrestrained communication, soul collision.

WeChat acquaintance business done by WeChat circle! Pay attention to mutual benefit and win-win situation. You need to contribute thinking, export value, maintain feelings, do a good job in service and return visits, and find a marketing method that suits you. The success of any career is inseparable from your own efforts. Good products, good service, good popularity, business will flourish!

Help customers solve problems

In fact, WeChat merchants are not selling products, but personality. People-oriented, through your knowledge and problem-solving ability, will directly affect people who want to do business.

Answer their questions in time, you have to be careful and thoughtful, and you have to pay attention to every communication and dialogue.

You must know everyone as well as you can. You need to know how they are doing and what products they need from their perspective.

Praise each other appropriately

If you want to praise that woman, you might as well say, "I admire a quiet (generous) and elegant woman like you ..."

Women should take the initiative to become attached to men, and they can give men the opportunity to show their abilities from the perspective of asking for help, and they usually enjoy it.

Tips for effectively chatting with customers Article 4 They often speak very slowly, with low volume and little change in tone. They don't cooperate with the sales and service work of shop guides. No matter what the shopping guide says, it may often be "grace", which makes the shopping guide unpredictable. To put it simply, a cold customer is conscientious and meticulous in his work, accustomed to doing things in a controllable environment and comfortable with his accustomed way of doing things. Because they don't like dealing with people, they prefer to make judgments through a large number of facts and data to ensure that they are doing the right thing.

Shopping guides should be taken seriously, pay attention to details, don't appear too enthusiastic, and go straight to the point. If they are willing to talk, the shopping guide should provide more facts and data for them to judge; And the more detailed the information provided, the better. I often ask them, "What else can I provide?"

Perfect customer difficulty index is four stars.

They usually prefer talking to listening. They may cause trouble to the shop guides. For example, they will ask in a questioning tone, "Can you talk to me about how to solve this problem?" They will take the initiative to put forward their views on sales and service activities. Strong sense of time, the pursuit of efficient completion of a job, so they think that their time should be well spent, eager for the first feeling, in order to have a competitive advantage.

Shopping guides need to be competitive and professional service and sales experts in order to attract them more. For example, they will ask some questions, or even ask questions. If the shopping guide can't give a good answer, its appeal will be greatly reduced. When discussing their needs, try to use words and vocabulary that can stimulate their needs, such as efficiency, time, competitive advantage, change, status, prestige, prestige, grasping the overall situation and so on.

The listening customer difficulty index is four stars.

They are quiet and good listeners. When answering the question of the shop guide, I was also in no hurry. They will not take the initiative to put forward their views on the shopping guide work like perfect people, and will cooperate with the shopping guide work in stores, provided that the shopping guide can be better guided. They need to build trust with others. They don't like taking risks, they like to follow procedures. They are often simple, and personal relationships, feelings, trust and cooperation are very important to them.

The relationship between the shopping guide and them takes time to establish, and the other party should not be forced to do what they don't want to do. These people tend to form loyalty and often go to familiar places. They may become long-term customers (if their needs are met). Words that can often be used when dealing with each other are: I promise, relationship, cooperation, participation, mutual trust, effectiveness and so on.

The difficulty index of active customers is three stars.

Be friendly to the shopping guide, and the shopping guide may easily see their smiles and hear their hearty laughter. They often react quickly to what the shopping guide says, sometimes interrupting the shopping guide and sometimes joking with the shopping guide. I hope to get attention, pursue recognition, pay little attention to details, and the process likes simplicity, creativity and originality, which can attract them more.

Lively people are helpful and talkative, so shopping guides can get a lot of valuable information from them by asking effective questions. In communication, we should pay full attention to them and let them pay attention to this, so as to show that the shopping guide attaches great importance to them. When discussing their needs with them, we should use words and vocabulary that can stimulate their needs as much as possible, such as superior identification, relationship, influence, mitigation, change, etc.

Tips for effectively chatting with customers 5 1, open the topic.

Chatting needs a topic, and in the process of actively communicating with customers, this topic is often our own choice. At least one party is required to be familiar with this topic, everyone is interested and there is room for discussion. We went to visit the elderly in the community, so we chatted together and raised a topic. If everyone is not interested, people will soon disperse. If everyone is interested and the old people are familiar with it, we will talk with you endlessly, and then we will achieve the goal of strengthening customer relations.

2. What are the old people more interested in?

Past, children, life. Old people have many experiences and are willing to mention the best memories and the most precious experiences. Talking with old people about the past can often open their hearts. Children are also the favorite topic of the elderly, especially some children of the elderly have made some achievements in society. Old people always show off their achievements everywhere, because children are their pride, so talking about children is also a good topic. Old people are always insightful about life. We often see heartbroken young people get comfort from old people, which is very reasonable, so it is also a good topic to talk with old people about their feelings about life.

3. Language expression ability.

When you are the same as a customer, you should pay attention to your language skills, appreciate each other skillfully and guide each other. For example, when the old people talk about what they have done, we should agree with the old people's previous practices and appreciate the old people's practices in combination with some disadvantages of current affairs. When the old man says what his child has achieved, we should ask in detail, how old is your child? Do you contribute a lot to your children's achievements? Wait, everyone is eager to agree. When we express our appreciation for our customers, they will be closer to us psychologically.

4, the cooperation of body language.

Body language can sometimes reveal what we really think inside. According to investigation and study, a complete information language only accounts for 7%, while tone accounts for 38% and body language accounts for 55%. Body language is often a person's subconscious behavior, and it is rarely deceptive. Therefore, in the process of communication with customers, we must pay attention to our body language, so as to "match words with deeds". Pay attention to shake hands with customers when entering the door. We should always smile when facing customers. Customers should speak to customers and so on.

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