Only good communication can make you live in peace with others. Only by communicating with your family, relatives, friends and colleagues can you understand each other's inner world and know what to like and avoid, so that you won't run into a wall in your daily life. According to the popular saying, good communication skills represent good popularity, and the same is true in sales. Only by mastering communication skills can you establish good relations with customers. Below.

sales communication skills and verbal skills 11

1. Eye contact

Light contact is the most vivid nonverbal communication between people. ? Make eyes? 、? Make eyes at each other? Idiom images illustrate the important role of eyes in people's emotional communication.

In sales activities, listeners should look at each other and show concern; And the speaker should not meet each other's eyes again, unless the relationship between them is close enough to be direct? Eye contact? . The speaker didn't look into the other person's eyes until he finished the last sentence. Is this an inquiry? Do you think what I said is right? Or hint at each other? Now it's your turn to talk? .

In the process of communication and sales, people's gaze varies with their status and self-confidence. In an experiment, a salesman asked two female college students who didn't know each other to discuss the problem together. He told one of them in advance that her conversation partner was a graduate student, but at the same time he told the other that her conversation partner was a middle school student who failed in the college entrance examination many times. According to the observation, female students who think they have a high status always stare at each other confidently in the process of listening and speaking, while female students who think they have a low status rarely stare at each other when they speak. It can be observed in daily life that the active person often looks at each other more, while the passive person looks at each other less.

2. Clothes

At the negotiating table, people's clothes are also spreading information and communicating with each other. Italian movie star Sophia? Roland said: Your clothes often show what type you are, and it represents your personality. A person who meets you often consciously judges you according to your clothes. ?

clothes themselves can't talk, but people often wear certain clothes to express their thoughts and suggestions in specific situations. In sales communication, people always choose clothes that are commensurate with the environment, occasions and opponents. At the negotiating table, it can be said that clothes are sellers? Self-image? Extension extension. The same person, dressed differently, gives people a completely different impression and has different influences on the contacts.

An American marketing expert did an experiment. He himself appeared in the same place in different clothes. When he appeared as a gentleman in a suit, no matter who asked him the way or the time, most of them were polite, and they seemed to be basically gentlemen. When he dressed up as an unemployed man, most of the people who approached him were vagrants or people who came to borrow cigarettes from the fire. Foreign trade knowledge

3. Physical posture

Daphne? Pinocchio once said that spirit should be expressed through posture and movement of limbs. Similarly, sales and interpersonal interaction, people's every move, can reflect a specific attitude, express a specific meaning.

the salesperson's posture will reveal his attitude. If the muscles of all parts of the body are tight, it may be because of inner tension and formality, which is often the case in the communication with people who are above themselves. Sales experts believe that physical relaxation is an act of information dissemination. Tilting back more than 15 degrees is extremely relaxing. People's thoughts and feelings will be reflected from the body posture, slightly inclined to each other, expressing enthusiasm and interest; Stand up slightly to show courtesy; The body leans back, appearing as if nothing had happened and being contemptuous; Turn your head sideways to show disgust and contempt; Turn your back on others and show disdain; Leaving after a kiss is a sign of refusing to associate.

Chinese tradition attaches great importance to the gesture in communication, which is regarded as a sign of whether a person is educated or not, so it is known as a gentleman. Stand like a pine, sit like a clock, walk like the wind? Said.

In Japan, there are specific standards for department stores to bow and bend to employees: bow 31 degrees when welcoming customers, bow 45 degrees when accompanying customers to buy goods, and bow 45 degrees to departing customers.

If you want to give the other party a good first impression in the sales process, you should first pay attention to the gesture of meeting the other party. If you hang your head and feel listless when meeting someone, the other party will guess that you may not be welcome. If you don't look the other person in the eye and look around, the other person may doubt whether you are sincere in selling.

4. Tone

Once, the famous Italian tragic movie star Rossi was invited to attend a banquet to welcome foreign guests. During the dinner, many guests asked him to perform a tragedy, so he read a passage in Italian? Lines? Although the guest didn't understand him? Lines? Content, but his emotional tone and expression, sad and sad, can not help but make everyone shed tears of sympathy. But an Italian couldn't help laughing and ran out of the meeting. It turned out that the tragic star didn't read any lines at all, but the menu at the banquet.

Proper and natural use of tones is a condition for successful communication and sales. Under normal circumstances, a soft tone indicates frankness and friendliness, and it naturally trembles when excited, and is slightly low when expressing sympathy. No matter what kind of words you say, you will be cynical if you get angry; Humming with nasal sounds often shows arrogance, indifference, anger and contempt, which is insincere and will cause people unhappiness.

5. Gifts

The real value of gifts can't be measured by economic value, but its value lies in communicating the friendly feelings between children. The primary purpose of the primitive tribe's gift exchange custom is morality, which is to produce a friendly and authentic feeling between the two sides. At the same time, people maintain social contacts with other tribal clans through the exchange of gifts. When I send you a bunch of flowers on your birthday, you will feel very happy. It is not so much the fragrance of flowers as the blessings and warmth of friendship brought by flowers that intoxicate you, and the flowers I bought myself will not cause people such a pleasant feeling.

In the sales process, giving gifts is inevitable. Giving small gifts to each other can increase friendship and help to consolidate the trading relationship between them. So how much is something good? On most occasions, it is not necessarily an expensive gift that will make the recipient happy. On the contrary, it may be because it is too expensive, but it makes the recipient feel guilty. It is better to send some emotional gifts, which will make the sales target accept it gladly.

6. Time

On some important occasions, important people often arrive late and wait for everyone to meet them, which shows their dignity. However, it is not a fair communication to raise one's status by being late, which often causes the other party's dissatisfaction and affects their cooperation and communication.

Be sure to be on time when you go to the meeting. If the other party asks you to meet at 7 o'clock, you will arrive on time or a moment earlier, which shows the sincerity of communication. If you arrive at 8 o'clock, although you verbally apologize, it will certainly make the other party unhappy, and the other party will think that you don't respect him, which will virtually set obstacles for sales.

people with different cultural backgrounds and social status have different concepts of time. For example, Germans are punctual and punctual; If you are invited to a French date, don't arrive early, or you will find that you are the only one present at this time. An American diplomat in an African country went to the Ministry of Foreign Affairs of that country on time. After 11 minutes, nothing happened. He asked his secretary to inform him again. After another half hour, no one paid attention to him. The diplomat thought it was intentional to neglect and insult him and left in a rage. Later, he realized that the problem was that the Chinese people's concept of time was different from that of Americans, and he didn't mean to ignore the American diplomat. Telemarketing skills

7. Smile

Smile comes from happiness, and the happiness it brings also creates happiness. In the sales process, both parties get this message from the heartfelt smile. I'm your friend? Although the smile is silent, it says many meanings as follows: happiness, joy, agreement and respect. As a successful salesman, would you please put? Write a smile on your face? .

sales communication skills and words 12

(1) language skills

language skills: use words to increase the clarity of the message.

the old testament of the bible? Genesis? It is recorded in the book that Noah led his descendants to a place in the ark and lived on this plain. His descendants planned to build a tower of Babel that leads to heaven to make a name for themselves. God was deeply unhappy when he knew it. He didn't directly stop them from building the tower, but disturbed their language so that they couldn't understand each other's language. As a result, due to the lack of the same language, it was impossible to cooperate and cooperate, and the Tower of Babel was never built.

This story fully shows the important function of language in people's communication.

verbal communication ability is the first skill of a sales manager. Mastering the language art provides the key for the sales manager to open the door to success. Confucius said:? If you don't say it right, you can't do it? . Words speak from the heart, and inappropriate ways of speaking can easily lead others to misunderstand you, and then doubt your character. Therefore, it is necessary for us to cultivate a well-behaved and sincere speaking habit.

1. Speak frankly

Bacon once said: The greatest trust between people is the trust in advice? Speaking frankly is the sincere performance of sales staff and a sign of close relationship with the other party. There is a saying in our country that "stranger" often refers to a psychological barrier caused by some unnecessary euphemism. Imagine if you opened your mouth when meeting a colleague you know very well? Excuse me? Ask as soon as you interrupt? Can I interrupt? They will also look at you in a strange way.

speaking frankly is the result of self-confidence, because only those who trust others can talk about self-confidence. People who are too afraid of other people's reactions and have to think about a word for a long time are not confident. And the lack of self-confidence is a major obstacle for you to negotiate with your sales rivals, because people generally don't want to deal with a timid person.

In some countries, people are not used to being too polite and advocate natural frankness. For example, in the United States, if the host invites you to dinner, if you are polite when every dish is served, you may go home hungry; If you are an advanced scholar, and you are too modest when the advisor asks about your specialty and main direction, then maybe you will be sent to wash test tubes and other chores. However, in dealing with customers, we should pay attention to the following problems, especially when speaking unkind words.

speak frankly with appropriate intonation, speed, expression and posture. Are you talking to a group of people who are playing poker? Please don't make any noise. Is there someone working the night shift at home? Sometimes, it is easy to be accepted by people with a gentle tone, a slight gesture of raising hands and a slightly sorry smile. When refusing, stopping or opposing some demands and behaviors of the other party, state the reasons and interests sincerely.

2. Euphemism

Although some words are completely correct in sales, it is often difficult for the other party to accept them because of emotion. At this time, outspoken words cannot achieve better results. But if you soften your words, maybe the other party can accept your opinions both intellectually and emotionally, which is the wonderful use of euphemism.

3. Vagueness

In the sales process, sometimes you are inconvenient or unwilling to expose your true thoughts to others for some reason. At this time, you can put your output information? Blurred? So as not to hurt others or embarrass yourself.

Please look at a line in Shaolin Temple: Abbot: Do your best to live a long life, but don't look close. Can you hold on now? Jue Yuan: Yes! Abbot: Do your best not to kill. Can you hold on today? Jue Yuan: Yes! Abbot: Do your best to live a long life and not touch alcohol. Can you hold on to it today? Jue Yuan: (hesitating)! Abbot: (loudly urging) Do your best to live a long life and not touch alcohol. Can you hold on now? Jue Yuan: I see!

4. Irony

There is a story in The Spring and Autumn Annals of Yan Zi, which says that Zhu Zou accidentally let a hunting eagle escape, and Qi Jinggong, who loves hunting, ordered Zhu Zou to be beheaded. Yan Zi went forward to visit Jing Gong and started the following conversation: Yan Zi: Zhu Zou has three major crimes, so how can he be killed so easily? Please let me count them one by one before killing him, okay? Jing Gong: Of course. Yan Zi: (pointing to Zhu Zou's nose) Zhu Zou, you raised birds for the king, but let them escape. This is the first crime; You made the king kill people for the sake of birds, which is the second crime; If I kill you, the world will blame the king for valuing birds over people. This is the third crime. Yan Zi criticized Qi Jinggong for valuing birds over people with irony. It not only received the productive effect of criticism, but also did not embarrass the king who claimed to be high.

5. Silence

It is a sign of self-confidence to be silent for a while in the war between the two sides. Silence is golden? That's the truth. Because silence can force the other party to speak, and shy and unconfident salespeople are often afraid of silence, and they have to rely on chatter to cover up their anxiety.

6. Self-talk

Song Jiang, the timely rain in Water Margin, died several times, and he only reported himself. Pity me, Song Jianggong Ming made others know his identity and survived. Talking to yourself is generally helpful to people's self-expression. If you are not talented, once Bole is present, you should lead your neck to hiss like a swift horse in order to attract the attention of people who know. During the Warring States Period, Feng Xuan, who stayed in Meng Changjun, didn't just sing to himself by playing the sword several times. Is Chang Chang coming back? And get Meng Changjun's attention?

7. Humor

Engels thought: Humor is the expression of wisdom, education and moral superiority. ? In people's communication, humor has many wonderful functions. When former US President Roosevelt was a naval officer, a good friend once asked him about the new submarine base in the United States. Roosevelt refused directly and asked him: Can you keep it a secret? Yes. The other party replied, Roosevelt smiled and said: You can, and so can I. .

8. Implication

The tradition of China people's implication. On many occasions, it is inconvenient to express the information too clearly, but it is up to the other party to figure out the experience from their own words. A girl fell in love with a young man, and her girlfriend kindly advised her that the young man was plain and not handsome enough. The girl replied:? Thank you for your concern. Your words do have some truth, but I appreciate such a famous saying? People are cute not because they are beautiful, but because they are cute? . ?