First, a good smile and communication awareness

Let's talk about smiling first: people who don't smile at first. Smiling is the best bridge between people. Everyone likes to be with happy people. When smiling appears, the iceberg will be melted by it, and smiling is the best way to get close to customers. Therefore, it is necessary to train yourself and make it a habit to hang a smile on your face every day. Want to talk to customers? Let's have a smile first!

Talking about communication awareness: If you want to communicate with customers, you should keep your eyes open and listen to all directions. At work, you should be aware of every tiny movement of customers, and you can guess what they are thinking from every tiny look. For example, during the Dragon Boat Festival, when a customer picks up the information of zongzi, Chen Cheng will find an opportunity to ask: Manager X, do you want Xiao Chen to introduce the situation of zongzi to you, and adjust the content and way of speaking in time according to the customer's reaction.

2. Compliments and greetings

Say compliments first: Everyone likes compliments, and those from the heart will make customers be elated. Therefore, it will make customers very happy to say more words of praise. For example, Li Jie, a frequent visitor, wore a new dress, and our waiters all said it looked good. As a result, Li Jie was as happy as a child.

Talking about greeting: As a customer who comes to the store, he subconsciously wants employees and managers to know him. Therefore, when a customer enters the store, he should greet the customer with a professional smile, which is the basic requirement for welcoming customers. Even if you don't know the customer, you should ask other colleagues and managers what the customer's name is, and then call the customer's surname and position to serve the customer.

Of course, there is a universally recognized "three-meter principle" in the service industry, which means that customers can greet them when they are still three meters away from themselves.

three don't

don't monologue

talking to customers is the process of communicating with customers, and this communication is two-way. We should guide customers to talk more when we talk about it ourselves. Through the words of customers, we can know whether customers like what you introduced. You should know that two-way communication is an effective tool to understand customers. Don't be there alone, spouting, spouting, and completely ignoring customers' reactions.

Don't use orders

When talking with customers, smile a little more, be kind, speak softly and softly, communicate with customers in a tone of consultation, negotiation or consultation, and never talk with people in a tone of orders and instructions. Knowing that the customer is your superior, how can you give orders to your superior? But you can use different skills to guide customers to achieve your goal.

don't argue with customers

when communicating with customers, remember that we are talking to customers, not attending debates, so arguing with customers will not solve any problems, but will only arouse customers' resentment. Therefore, we should understand that customers have different understandings and opinions on us and let customers express different opinions; If you deliberately have a heated argument with customers, even if you have the upper hand and win, you will feel refreshed and happy by making customers speechless and ashamed, but what do you get? There is nothing, and it may even cause customers to vote for it.

never forget that you serve customers.

No matter how you approach customers in your work, we must pay more attention to the following three points: First, pay more attention to customers' expressions and reactions, and give customers the opportunity to speak and ask questions, instead of introducing them all at once. You must know that approaching customers is not to show your eloquence, but to "respond" with customers, so that they can make some things they like by knowing what they really think. Second, be careful when asking questions, and don't ask questions that customers can't answer or are too complicated. Third, we should approach customers from the front or side of customers, not from the back. In addition, we should keep a proper distance, not too close or too far. The correct distance is about two arms, which is what we usually call social distance.