As a manager of the catering industry, it is one of the necessary skills to have a proper dialogue with different customers, and it is also a necessary process to make friends with customers and sell. How to talk with all kinds of customers is a skill and an art. If you approach customers in an improper way or at the wrong time, it will have different consequences, not only not welcoming customers, but also scaring them away. On the contrary, if you approach the customer in the right way or at the right time, you will leave a good impression on the customer. This is of great benefit to further make friends with customers, understand customer needs, narrow the distance with customers and provide good services. The following are the common skills of approaching customers in Chen Cheng for your reference:
First, good smile and communication consciousness. Let's talk about smiling first: for those who don't smile at first, smiling is the best bridge between people. Everyone likes to be with happy people. When a smile appears, the iceberg will be melted by it, and a smile is the best way to get close to customers. So we should train ourselves to make it a habit to put a smile on our face every day. Want to communicate with customers? Smile first!
Talk about communication consciousness: If you want to communicate with customers, you should keep your eyes open and listen to all directions. At work, you should pay attention to every tiny action 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 you to Zongzi, and adjust the content and speaking style in time according to the customer's reaction.
Second, praise and greetings say praise first: everyone likes praise, and heartfelt praise will make customers be elated. Therefore, saying more compliments will make customers very happy. For example, Li Jie, a frequent visitor, wore a new dress, and our waiters said it looked good. As a result, Li Jie was as happy as a child.
Talking about greetings: As a customer who comes to the store, he subconsciously wants employees and managers to know him. Therefore, when customers enter the store, they should greet them with a professional smile, which is the basic requirement for welcoming guests. Even if you don't know the customer, ask other colleagues and managers what the customer's name is, and then call the customer's last name and position to serve the customer.
Of course, there is a recognized "three-meter principle" in the service industry, that is, customers can greet them when they are still three meters away from themselves.
Third, the "three don't monologues" in communication.
Talking to customers is the process of exchanging ideas with customers, and this communication is two-way. We should guide our customers to talk more when we talk ourselves. Through the customer's words, we can know whether the customer likes what you introduced. You should know that two-way communication is an effective tool to understand customers. Don't be there alone, gushing, gushing, completely ignoring the customer's reaction.
Do not use commands.
When talking with customers, smile more, be kind, speak softly, communicate with customers in the tone of consultation, negotiation or negotiation, and never talk with people in the tone of command or instruction. 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 goals.
Don't argue with customers
When communicating with customers, remember that we are talking to customers, not participating in debates, so arguing with customers will not solve any problems, but will only arouse customers' resentment. Therefore, it is necessary to understand that customers have different understandings and views on us and let customers express different opinions; If you have a heated argument with your customers on purpose, even if you have the upper hand and win, you will feel refreshed and happy, but what do you get? There is nothing, and it may even lead to customers' interests.
Never forget that you serve customers.
No matter how you approach customers at work, you 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 should know that approaching customers is not to show your eloquence, but to "echo" customers, let them speak out, understand their real thoughts, and then do what they like. Second, be careful when asking questions, and don't ask questions that customers can't answer or are too complicated. Third, approach the customer from the front or side, not from the back. In addition, 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.
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