(2) in the professional terminology to explain to the customer, the best way is to use a simple example of comparison, so that customers are easy to understand the acceptance of;

(3) in the communication with the guests, do not always think that they are superior

4, the maintenance of the company's interests:

(1) to maintain the legitimate interests of the company is what every employee should do, when communicating with customers, can not be at the expense of the loss of the company's interests, to win the hearts of customers;

(2) even less loss of company or other people's interests, in exchange for the customer's personal gratitude or for personal gain.

Second, the skills of communication with customers:

1, seize the customer's heart:

(1) to feel through the other side of the psychology of the people to communicate with the premise of good. Only to understand and grasp each other's psychology and needs, can be targeted in the communication process;

(2) can be appropriate to cast their favor, the other party may regard you as their confidant, that the problem may be better solved or at least you have been half successful.

2, remember the guest's name:

(1) remember the guest's name, can make people feel happy and can have a sense of satisfaction of being valued, which is a very useful asset in communication;

(2) remember the guest's name, more than any kind of kind words to play a role in the other side of the heart.

3, do not be stingy with your "high hat":

(1) humanity's deepest desire is to have the appreciation of others, this is the human being is different from the place of other animals; (

(2) often give the guest to wear a "high hat", perhaps you will change a person's life;

(3) With this approach, you can further develop human potential, so that the high hat wearer has the feeling of being valued.

4, learn to listen:

(1) in the communication you have to pay full attention to the importance of "listening", you can be good at expressing your point of view and views, to capture the heart of the customer, so that the guest accepts your point of view and views. This is only half of your communication success. The other half of the success is good at listening to guests.

(2) will not listen to is a person will not communicate with people, can not communicate with people to achieve the important signs of real communication, to be a faithful listener, at the same time, let the guests know that you are listening to, whether it is to praise or complain, you have to take seriously.

5, pay your sincerity and enthusiasm:

(1) people are always heart for heart, you can only be sincere to others, the guests may be sincere to you;

(2) in the sincere treatment of guests at the same time, but also to have the enthusiasm;

(3) only that out of your sincerity and enthusiasm The only way to communicate is to be successful. "Sincerity" is a necessary condition for successful communication.

6, to what the mountains sing what song

(1) different communication occasions need different communication methods;

(2) to different people also need to take different communication methods.

7, cultivate a good attitude

The concept of communication with customers:

Want to make friends with the customer, the first thing you have to know about the customer, not only to understand the store owner's personality characteristics and hobbies, but also to understand their family situation, both to understand his present, but also to understand his The past. Only to understand him, we can "fit" to get along with him. Imagine, if the customer is a big-headed person, you communicate with him, but the crepe, then you will not necessarily become his friend. If a customer is an introverted personality, you are in the process of their interactions, but the small knot, then you can not become a friend of the customer.

Of course, to understand the customer is not a matter of time, not through a few contacts on the understanding, to multi-level, multi-angle, multi-faceted to understand. First, the "look and feel method". Whenever there is a new customer, the first contact with him, we should be good at being a good "audience" and "audience". Through his words and expression to analyze what kind of character traits belong to the person, so that in the future interaction can be based on his character traits to use the appropriate way to communicate with their communication.

Secondly, to be good at understanding the customer, ordinary to see the true feelings.

Account managers and customers to make friends with the customer is not just to please the customer, in order to become friends with him. A gentleman's friendship should be ordinary to see the true feelings. For example, in the work, we often encounter some customers nagging. The real customers as friends, in the face of customer nagging, they will be the heart, think differently, stand in the customer's point of view to understand the customer, listen to the customer's views, and help customers to do what they can.

Again, to sincerely serve customers, *** create successful increase in feelings.

Service customers is the main function of the account manager, customers measure our service good or bad standard on the one hand is to see the level of service, on the other hand is to see the service attitude. For example, the account manager in the service, just pretend, do surface articles, help customers organize the counter, cleaning, or transmit a few information on the go, then the customer will certainly think that this is only a surface service. If.

Finally deepen, and even become close friends.

Admittedly, make friends with customers, but also must grasp the principle, must not use their authority to seek improper benefits for customers, not to mention collusion with customers, illegal activities.

In short, the account manager to serve customers, but also to learn to make friends with customers, only to make friends with customers, our work can be carried out smoothly, the relationship between the enterprise and the customer in order to be more closely, customer satisfaction will also rise.

Taboos in communicating with customers:

(1) If you try to show a moment of tongue, you will get a brief sense of victory, but you are absolutely impossible to persuade the customer, will only make it more difficult for the future work;

(2) the real communication skills, not to argue with the customer, but to let the customer to accept your point of view;

(2) The real communication skills, not with the customer, but let the customer to accept your point of view;

(2) The real communication skills, not with the customer, but let the customer to accept your point of view.

(3) you are communicating with customers, do not put on a teachable face, do not seem as if nothing happened.

(4) Only if you have a good attitude, you can let the guests accept you and understand you;

(5) When communicating, put your enthusiasm;

(6) When communicating, you have to treat your customers like friends.

1, do not over-enthusiastic

Over-enthusiastic often offensive. When communicating with customers, try not to say "you want to buy what" and so on too blunt words. Especially when customers just come up 'time, because there are a lot of people looking for you because they have not made up their minds, so ask the customer will think: "have to buy your stuff to talk to you? Can't I just ask around?" Or will think: "I still have a lot of questions did not figure it out, this seller how so impatient."

In fact, the initial communication with the customer, the shopkeeper can not mention the purchase at all. If the customer needs, of course he will talk to you. That's when timely follow-up is what the store owner needs to do. When you first start chatting with customers online, just the right amount of enthusiasm and sincerity will do, and here are some examples.

For example

Customer: "Hello, there?"

Seller: "Good morning, I've kept you waiting." (Even if answered immediately.)

Customer: "I see that the XX items in your store are very beautiful."

Seller "Thank you, this product is very popular in my store, you have a good eye.

Customer: "I still want to shop more, your goods are in stock, right?"

Seller: "Of course, if you need, you can contact me at any time." (It's more formal to say "you" at the end of an exchange.)

Customer: "See you soon."

Seller: "See you soon." (Be sure to add the customer as a friend.)

2, do not hide the defects

Every customer believes that there is no flawless product, if the owner of the product since the beginning of the advantages of the product, and the product's shortcomings are not mentioned, then your goods not only will not be in the minds of the customers to get beautified, but also will cause more suspicion.

In order to dispel the doubts of customers, the owner can take the initiative to say that some of the minor shortcomings of the product, say these shortcomings, the attitude must be serious, so that customers feel that you are sincere enough, but these shortcomings must be the other side can be accepted. For example: "The design and quality of this product are top-notch in China, but it is not as good as foreign products in terms of appearance, and it is because of this that our price is nearly 1/3 lower than that of foreign products."

After the storeowner takes the initiative to talk about the problems of the product, the customer will think that you are more trustworthy. This approach often makes those sensible or picky customers quickly feel good about you, and the next communication will be much smoother.

3, do not be too utilitarian

Although the ultimate goal of communication with customers is to succeed in signing a single, to win profits, but in the process of communication can not think of the profits, to hold a friend with the customer's mind to communicate with them.

In the process of communicating with customers, whether it is in the form of E-mail or online chatting, can not just to let the customer orders and layers of approach. Serious, utilitarian communication process, will only let the customer produce pressure, resentment, but not achieve the purpose of communication. You can talk more about some of the things in life when negotiating with customers, or topics of interest to customers, so that customers first like your people, and then guide customers to like your goods, and finally become your loyal customers.

4, the seller has to have a bottom line

Do not think of yourself as a seller, to stand in the customer's point of view to give its reasonable advice, to the customer to recommend the most appropriate rather than the most expensive goods, so that the customer is easy to agree with your suggestions, it is also very easy to reach a deal.

But comparing the heart does not mean that you have to be accommodating to the customer, the seller also has to have their own bottom line. For those who make unreasonable requests for customers, do not ignore or cynical, but to politely explain the reasons for not being able to close the deal. Sometimes over-accommodating will also make customers feel that your product may have some problems with the quality.

5, reflecting the sincerity and professionalism

Communication for the purpose of trading is originally a process of guessing the psychology of the other party, so that the other party to accept their own claims, for both buyers and sellers.

The vast majority of customers have a natural distrust of the seller as a businessman. Therefore, it is important to make sure that your customers feel your professionalism and sincerity in your communication. Much of the customer's negativity is unrelated to price. What customers hate most is to buy something that is overpriced and underqualified, and to feel that they have been cheated by the merchant.

6, let the customer take the initiative

Buy or not to buy something, is the customer's biggest right, all want to replace the customer to make decisions about the business are very stupid. Shoppers in the online enough things, in addition to meet the actual needs, but also asked to get the satisfaction of the hunt.

Store owners must create the conditions for customers to make a happy decision to buy, and never rely on rhetoric to let customers make such a decision after being talked out of their minds. Otherwise, after the customer calms down after the customer will feel on your pawn, and from now on no longer patronize your micro-store.

7, find *** with the topic

From the point of view of talking about business, how to quickly and a stranger from birth to become familiar with, until the establishment of some kind of trust? Building a good relationship requires communication skills. So, use all the information to quickly find the **** same topic with the customer. May be through the study of the customer's screen name, the customer's profile and the customer's previous shopping records to find the customer's interests, talk about each other interested in the topic, so it is easy to form *** with the customer, the owner of the store to introduce their own goods, the customer will also be very easy to accept.

8, do not argue with customers

The purpose of the online store is to sell things, as long as the promotion of their own goods can be. The two sides do not agree, you should rationally accept the customer's point of view, even if you do not agree, but also do not have to bad language, and argue with them. Doing business with peace, buy and sell not friendship, more than one friend will have more than one potential customer. If you do not agree with the customer to argue with the flap, you have the upper hand, won the argument, and finally will lose the customer.

How to communicate with customers

and customer communication should be the first clear communication purpose!

It is not a battle of attack, you must attack the other side of the psychological defense to win?

You have to relax your mood, to do to think differently, imagine yourself as the customer.

You stand his point of view to see the problem, calm to talk, better to help him solve the problem!

1, talk must be concise.

When we meet with customers, whether it is self-introduction or introduction of products, should be concise, preferably in two sentences. Speak slowly without dragging your feet, look into each other's eyes when you speak, and smile.

2. Don't interrupt each other when they are talking.

We also do not casually refute the views of the other side, be sure to find out the intention of the other side in the speech. There are a lot of salesmen, often do not wait for the other party to finish the sentence or do not understand each other's point of view, began to interject rebuttal, the results into a TV debate, caused by the customer's great resentment, the order of nature is not negotiated. As a salesman must always keep in mind their own tasks, is to promote the product. Sometimes the customer's disparagement of your product is a habitual venting, you just listen to him carefully venting, from time to time to show understanding, and ultimately will win the favor of the customer, and then talk about the product order will be much easier.

3, in the face of customer questions, the answer must be comprehensive.

The answer to the full is not to let you gush, not to answer the more the better, but to answer the customer's questions to the full, do not omit especially the key issues, but also to learn to ask a reply ten, which is not contradictory to the precision, the customer in the understanding of the product, sure to ask the question, it is best to one-time answer, for example: ask you the specifications of the products, you We will try to answer the specifications of the product clearly, the price of each specification, product packaging, transportation, invoicing and other issues are answered, the customer will be able to figure out a lot of questions, you do not have to ask again,

4, seriously answer each other's questions.

They are very clear to do sure answer, not too clear, you can tell the customer bluntly, I will write down the problem, get clear after answering you. Never pretend to understand, and do not answer vaguely. Do not say some nonsense to avoid the customer's question, answer the customer's question should also pay attention to, do not do absolute answer, such as: our quality is absolutely no problem, our service is absolutely first-class, etc., we all know that there is a common sense: there is no such thing as absolute. Don't absolutize your language.

5, do not use the tone of the rhetorical questions and customers talk about business.

Some salesmen in the face of malicious customer questions, blood for blood to teeth, hate a series of rhetorical questions, the customer refuted. But it backfired, the customer was refuted, the order was lost. Should smile and say: I understand your opinion very well, can you let me do further explanation, must make you satisfied. We can not due to the customer's irrationality, they also become irrational.

6, to learn to praise praise others.

Your praise is out of sincere appreciation of the efforts of others. For example: you are really professional, I hope to learn from you in the future. And please teach me more in the future. Praising others is an effective weapon in our communication.

Insight into the reasons why customers say "no" in the sales process, salespeople from contact with the customer, negotiation instructions to the conclusion of a single every step of the customer's refusal may be encountered, for salespeople, the customer said "no" is a common occurrence, Rare thing, there is no refusal is not normal, because there is no refusal there is no sales. Generally speaking, sales from the customer does not buy to start, is an initiative to persuade customers from the unwillingness to buy to decide to buy the process, so, as a good salesperson, the face of customers say "no", can not be frustrated, and should be positively revitalized, to make efforts. Successful salespeople will not be afraid of customers say "no", but only seriously insight, analyze the customer said "no" of the various reasons. In general, the customer said "no" mainly from the following two aspects of the reason:

First, the customer side of the reason in general, from the customer side of the reason to say "no" there are several kinds:

1, the customer's habitual rejection of some customers encountered a salesperson to express the refusal. Customers' habitual refusal is a natural reaction, refusal is only the customer's habitual reflex action, unless he listened to the introduction of the buy - it is a pity that such a situation is relatively small. Generally speaking, the only refusal to understand the customer's true thoughts, and, refusal to deal with the best time to guide people to close the deal.

2, the customer really does not need if the customer simply does not have the need, then, the customer said "no" is a natural thing. However, when the customer to the sales staff to put forward "do not need" the refusal of opinion, sales staff should be seriously dealt with, do not rush to retreat. This is also a test of courage, wisdom and responsiveness of the sales force. Because the purchase of demand is affected by a variety of factors, so before the interview, can not be sure whether the customer really needs, which requires salespeople to have the ability to persuade them to buy. Only the first to rule out "do not need" the most unfavorable factors to promote the transaction.

3, the customer's mood is bad customer mood, emotions in the doldrums, is also led to say "no" a reason. When the customer is in a low mood, even if he originally wanted to buy the product, but also because of a moment of irritation, deliberately put forward a variety of views and even malicious opposition. Therefore, many salespeople holding a full stomach back, because he visited the customer has just been criticized by his boss, came to a door to the scapegoat, do not scold white not scold. Encounter such a thing to know the hard way out, turn around and forget about it, come back another day.

4, the customer does not have the ability to buy In general, the customer's ability to buy is certain, there is, there is not is not, as if there is no relationship with the efforts of sales staff. So, when the customer said: "Sorry, I do not have the money to buy now", perhaps the customer really does not have the ability to buy. Most salespeople hear this on the discouragement, no money is not in vain? At this point, many salespeople just forget about it. Where experienced salespeople, will not stop there. They know that the customer said "no money" is very flexible, as long as you are willing to buy, the problem of money is not no way to solve.

5, the customer does not have the right to decide sometimes customers have the idea of buying products, the price is acceptable, but there is no decision-making power, which is the main reason why customers say "no". Understand this point, in order to do targeted persuasive work. Of course, sales people must exercise their own, so that they have a keen sense of observation, which is the key to your sales success.

The second reason for the sales staff customers say "no" not only the customer side of the reason, but also the sales staff side of the reason.