There are 13 kinds of customers and 13 kinds of words, which are super practical sales skills. There are thousands of customers, but they can be roughly divided into 13 types. How to deal with customers with different personalities? Next, let's learn 13 kinds of customers, 13 kinds of words and super practical sales skills to help you solve the problem!
13 kinds of customers, 13 kinds of words, super sales skills 1 No 1, indecisive.
Usually this kind of customer will not make up his mind to buy immediately; Often manifested as anxiety, anxiety, fear of their own rashness and mistakes, I hope someone will be a staff officer.
Coping skills: When receiving such customers, salespeople should not directly sell the products that customers need immediately, but "sneak around", first introduce relevant products or services realistically, and let customers compare themselves before choosing products.
No2, like to be picky
This kind of shopping has always been cautious and worried about being cheated, so it will put forward some questions and details that are beyond the normal thinking of others, so as to eliminate inner worries and satisfy one's guilt. And take a tough attitude towards shopping guides.
Coping skills: First, accept customers' bad feelings, allow customers to vent their dissatisfaction, and listen carefully to customers' "nitpicking" to make customers feel that you are respecting them.
Empathy, from the customer's point of view to understand the reasons why customers are picky, so that customers feel that you are already on the same channel with him. Avoid blaming customers and learn to apologize when appropriate. Finally, it puts forward solutions to solve customer problems and meet customer needs.
Third, arrogance and rudeness.
Such customers are often humble and seemingly "tall", but they are not necessarily. He just likes to be flattered, praised and complimented.
Coping skills: forget yourself for a while, and don't take yourself too seriously at this time. Don't conflict with customers in communication. You know, if you win, the communication will be terminated. If you lose, maybe the customer will surprise you!
Therefore, let him feel that you are really pushing him, and his self-esteem can be satisfied. At this time, the transaction is possible.
Complaining type
This type of customers are full of complaints when they encounter a little dissatisfaction, complaining endlessly and being very stubborn.
Coping skills: Never avoid such customers, because customers are enjoying the pleasure of "venting process" at this time. If you try to stop the customer from expressing his feelings, you will make him angry and the situation will be worse.
So smart shopping guides usually choose silence to let customers know that you are listening to him. When he is venting, you should keep nodding your head, "echo" the customer appropriately from time to time, and keep eye contact. Don't feel wronged. It's really not worthwhile to get angry every time.
No5, haggle over every ounce
This kind of customer always wants to "take advantage" or likes to "covet cheap", regardless of whether he is "short of money".
Coping skills: When we sell products,
First, we should highlight the value of products, clearly tell customers what benefits they can get from buying products or services, let customers deeply understand the value of products and services, and win customers' recognition of enterprise products and services.
The second is to highlight the advantages of the product and compare it with similar products or related substitutes in terms of price, performance and quality, so that customers can draw conclusions through their own comparative judgments.
Third, we should highlight the rationality of the price and let customers know that the current product price is very reasonable in the market through various means.
Sixth, indirect rejection type.
This kind of customer performance is put forward by the sales staff. There is no objection. No matter what the salesman said, the customer nodded and said "yes", but just didn't buy it.
Coping skills: In other words, he just wants to know the information of the product and finish your explanation of the product as soon as possible, so he nodded casually and echoed his voice, trying to stop you from selling, but he was afraid that if he relaxed, the marketer would take advantage of it and embarrass him.
If you want to turn Gan Kun around and let such customers say "yes", simply ask "Beauty (handsome guy), why don't you buy it today?" The use of interception, the use of customer negligence to attack, sudden questioning will make customers lose the room for defense, most of them will tell the truth, in order to adapt to local conditions siege.
Seventh, show off yourself.
This kind of customers usually have some goods in their stomachs, which may be more knowledgeable, but they always like to show off, express themselves, show their confidence and vanity, and often impress others with their knowledge.
Coping skills: salespeople should praise such customers and make them believe that they are experts. Let them make all the decisions, compliment him and try to satisfy their self-esteem.
Through the fashionable appearance of products or some special functional selling points, we can bring them some vanity satisfaction.
The type of honesty
Such customers generally don't "make trouble" or "be clever", and most of them are plain and honest. He often wants to buy the products he needs and doesn't care much about "other" things. Generally, he looks directly at people and won't be distracted.
Coping skills: If the customer doesn't ask for your help, don't "hot stick" hard sell, otherwise the previous "latent" will be in vain. Let him feel that you are "helping him" instead of "selling" directly, and pay attention to the use of "emotional marketing" strategy.
Calm and sophisticated
This kind of customers are sophisticated and calm, generally don't talk casually, usually communicate with you with peace of mind, and don't talk to you in a hurry.
Coping skills: Because such customers are very careful and steady, they can't make mistakes, so they are very rational to buy.
In the sales process of this customer, you should be polite and conservative, don't get too excited, don't feel inferior, and believe in your knowledge of the product. At this time, you must speak forcefully and confidently, making him "sit up and take notice" and feel that you are really good at it. You are a professional.
Just look at the type.
This kind of customers often meet, and when they see the shopping guide, they ask, "Excuse me, what do you want to buy?" He looked like a "frightened bird" and immediately replied, "I'm just looking around" and refused the shopping guide "thousands of miles away". When you left, you ran away
Coping skills: in the face of such customers, please try not to disturb them at first, and don't be too "enthusiastic", not to mention "preconceived" to make you too enthusiastic. The third is to treat such customers with the attitude of "listening to thunder in silence and understanding without brains".
No 1 1, good at comparison.
Customer performance: In fact, there is no obstacle for such customers to buy, but they just like the habitual "comparison". After repeated comparisons, they feel that "the right purchase" will lead to the purchase.
Coping skills: For such customers, you should give them more "comparison" introductions, so that customers can "compare more" themselves. Once customers feel that the quality, price, style, design and service of the products in your store are better than their peers, they will pay the bill directly.
No 12, type of "waiting for the next time"
Customer performance: there is a kind of customer who has talked with you for a long time. When you are faced with something you like, "I love it, let it go", when you ask him, "Do you think you like it so much that you decided to buy it today?" He said, "Come and buy it next time." This is the so-called "wait for next time" type.
Coping skills: For this kind of customers, in fact, many shopping guides are unhappy, but they just can't show it, so they should keep a cordial attitude, and then use some strategic words such as "this product sells very well, it won't happen next time" and "the last day of today's activity" to guide customers to buy. If you really don't buy it, add a WeChat first.
No 13, unprovoked preventive type
This kind of customer shows that no matter how you sell him or what you sell, he will always say "I don't need it" or "I don't need it for the time being".
Coping skills: Usually, they seem to have a natural aversion to salesmen. They have a tough attitude. No matter how hard we try to sell, they just won't let go.
For this kind of customers, the popular product introduction method is not feasible, so low-key intervention can arouse the customer's curiosity through the most unique features of the product, so that he suddenly becomes interested in the product, and the customer will naturally listen to you to introduce the product.
13 kinds of customers, 13 kinds of words, super sales skill 2 uses seven closing principles. Do you know all these "hidden rules"
1, what customers want is not cheap, but they think it is cheap!
2. Don't argue with customers about the price, but discuss the value with them!
3, there is no wrong customer, only bad service!
It doesn't matter what you sell, what matters is how you sell it!
5, there is no best product, only the most suitable product!
7. There are no unsold goods, only unsold goods!
8, success is not luck, but because there are methods!
As the saying goes, know yourself and know yourself. To do a good job in sales, we must first understand the performance of typical customers. Recognize the right medicine for customers, win trust and then transform sales!
13 kinds of customers, 13 kinds of words, super sales skill 3. A big reason is that many sales mistakes have been made. After our investigation and summary, the common misunderstandings mainly include the following:
1, the first sentence is too blunt-for example, the first sentence in a conversation with a customer is usually "Hello, Mr. Lin?" Or "Hello, are you free now?" It makes people feel stiff and uncomfortable.
2. Self-centeredness in the sales process-people of different personality types sell in the same way, which greatly increases the probability of sales failure. If some customers prefer the salesman to listen to him more, they don't like the salesman to keep talking.
3. Lack of guidance to stimulate customers' potential demand-many people always use words like "I think …" and "I think this is good …" when selling to consumers, but they don't consider it from the other side's point of view and demand, which will make consumers feel that "this product has nothing to do with me".
4, only sell products and ignore selling yourself-you make the product clear, consumers also have needs, but they refuse to pay the bill. That's because the trust endorsement that affects consumers' purchase is more important, and the trust in the salesperson is a good trust endorsement.