Lead: in the process of communicating with customers, we should have strict binding force on ourselves, that is to say, we can neither talk nonsense nor tell each other what we want to know at an inappropriate time. In order to express your views and opinions accurately, and express them in an orderly and proper way, you must have narrative skills.

I had a good chat with the customer, but the second invitation was delayed by various excuses?

I don't know what to talk to customers without a floor plan.

After reading the picture, the plan is completed and the customer has left?

Customers don't accept the main material products, and the main material products are difficult to match?

Is it difficult to quickly open the first communication with customers?

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If you have the above questions, pay attention to this article.

Any problems caused by customers are related to advantages.

Asking questions is to guide customers and should not be guided by customers. Learn to create value with performance.

The most important issues in the store talk list (only pick one most important point, others are the bottom line, all are the best in the industry): design, engineering, service? What's the point? Our customers focus on our greatest advantage. )

It doesn't matter what you say, but what you do is the most important.

war game

Customer managers and designers often encounter problems and do comment training;

[1] Problems in the whole service process:

(1), meet the customer (when you meet the customer at the front desk, you should get up and greet the door with a smile)

Standard language: Hello, welcome! I'm xxx from Midea Company. what can I do for you? Do you have an appointment? )

Cooperate with each other to present standardized services. One account manager guides the reception of customers, and the other cooperates with the service to pour water (handed to customers from the side, and the height of pouring water is 2/3 of the height of the cup).

(2), the account manager to the packaging designer (raise, appreciate the designer)

* * * Sexual packaging: Don't write down the name of the specific designer before sending the bill (because the designer may not be in the company). You should communicate with the customer and the designer separately before making recommendations (when the account manager registers at the front desk, he asks the customer's name, telephone number, community and other related information and gives it to the designer. Don't let designers ask customers again, it will cause boredom. )

Personalized packaging: when you meet a designer, you should praise the designer in person. Designer xxx once worked as a high-end customer's house in a customer's residential area, and also cooperated with high-end designers in Taiwan Province Province some time ago.

[2] With the help of tools:

(1) Talk about one-handed cases. Use is very attractive to customers, and it is not advisable to talk for too long, so get to the point; (how to use the drill? )

A, show your feelings for the company with your own attitude, which is an introduction to the company. Don't always talk to the customer about every item on the one-handed box, let him see it by himself, but tell us how we feel about the company in our language.

B, talking about pens, calculators and other tools in the case of one hand, not only the tools used in the design (must be used as a tool for signing bills, with a clear purpose), but more importantly, the sense of quality to customers. Inferior pens make him sign high bills and use standard pens with one hand. This atmosphere and feeling are completely different. Talking about the whole case is not only a tool for talking about the bill, but also a partner and buddy of the designer. If you want to fight together, you don't need him to sign the bill. If you don't sign the bill, you will feel guilty. If you sign too much, you will have a sense of accomplishment and happiness, so you should treat it well.

(2) Plan:

When negotiating with customers, the most taboo is to talk first. Let the customer speak first. Designers should ask questions to arouse customers (speaking first is very passive and there are many mistakes). Get the floor plan and let customers talk about their ideas first, and then give suggestions.

Problems encountered in communication

A, get the floor plan and plan the layout for the customer first?

Don't give him a layout, look at the floor plan carefully for a while (reflecting the professional demeanor of the designer), and then tell him confidently? I'm sure of your family's planning scheme and I know what to do. Don't worry.

B. Next, the customer continues to ask about the layout plan, and I will have a look. So, will the designer give the layout at this moment?

There is no layout, no planning, do you dare to use my 10 minutes to draw the floor plan? I'll visit your house and make a detailed plan. If you say that other companies give you the floor plan, I don't agree with this. This is not a responsible performance. I am very considerate of my customers. I will measure the room twice when I go to your house. The lighting in the morning and afternoon is different, and the layout is different. We should adjust our plans appropriately.

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