How can I talk to customers around the purpose of sales? What should I pay attention to? Why do some people talk well with customers, and some people really want to talk well with customers, but they are not as good as they want?
Ask him how his business is, how busy he is, how he sells, what he needs to replenish, when he will pay, and so on. We do so many sets of customer feelings, and the ultimate goal is nothing more than selling his own products and getting your interests back. In fact, whether it is a buddy or not, the only reason why customers give you money is that they are persuaded by you, and it is worth cooperating with you!
How do marketers communicate with customers to gain their approval? How to communicate with customers and let them tell you the true selfish words?
First of all, communication needs the truth from both sides.
People want to show themselves in their hearts. Although people who can't sing and introverts dare not sing in public, they will sing loudly and show their voices when taking a bath at home. Thin boys will also show their masculinity in front of girls.
It can be said that people like to be respected and recognized, like to show themselves, show themselves. Only when any conversation is respected and recognized can the person you talk to speak freely. Even if you insult a very cultured person, will he tell you the truth? Win-win business, win-win speech! Win-win words can make the verbal communication between the two sides come from the heart.
Second, the actual communication of marketers is to tap the needs of customers.
The author often asks what to sell when training in many companies. Some people say selling services, selling products, selling themselves and so on. I smiled and said, if someone sells you white powder, do you want it? (provided that you are a legal citizen), no matter how good the products or services you don't need, you can't sell them. For example, who can replace the current mobile phone with a pager now? Let people all over the world go back to the BB era?
Marketing comes for the needs of customers and goes to meet the needs of customers.
If you go to the hospital sick, the doctor will prescribe medicine for you without asking you. Will you accept it? I don't think anyone dares to eat. Chinese medicine can only understand its customers by "looking, smelling, asking and cutting", and so can sales. Before prescribing medicine, you need to feel the pulse of your customers. Before seeing a doctor, the doctor must ask the patient some questions. What did he eat? Have a fever every month and so on! Used to determine the cause and then prescribe the right medicine. Inquiries also apply to marketers. If marketers don't ask customers related questions, they can't find the real needs of customers.
Customers don't buy your things, not because they don't need them, but because you don't know their real needs, so real marketing experts are good at creating customers' needs and making them accept them.
Communicating with customers is to find their needs and then meet them in a win-win situation. Bruce Lee said: "When I am fighting with others, it is difficult for me to find his loopholes unless he makes a move, but once the other party makes a move to attack me, I will know the weakness of the other party, and then I will organize my own actions to crack and attack the other party."
The words of customers contain the treasure that marketers are looking for. Listening or speaking needs a win-win situation. Only by letting customers speak their minds and explain their views and ideas can we find the treasure. Often a small mistake in the communication process will make the treasure you are looking for go away from you. Most businessmen are reserved and want to give each other a good sense of acceptance, and don't want to ruin the hard-won business situation for many years. Every word of the customer may contain business opportunities and needs careful consideration.
In the conversation with customers, it is even more necessary to hear what customers have not expressed or said, and then seize the business opportunities and combine their own resources to strive for a win-win situation!
Third, what do marketers need to prepare before communicating with customers?
The most taboo for marketers is to visit customers in a region rashly, that is, they don't do preparatory work and don't understand products, markets, customers and products. And some customers like marketers to visit rashly, so they are bullied and look forward to their parents. Finally, they come to a bully, who may negotiate to distribute goods and even have a promotion policy, so they can be slaughtered.
With the company's business expenses and expectations, if you don't know much about your own products, even if you have the eloquence of US President Barack Obama, it is difficult to express it.
If you want to negotiate well, you must understand product knowledge. You are an expert in what products to sell. Product knowledge is an English word. How can you speak English without English words? What kind of impression you leave on customers is directly determined by how well the marketers know about the products. If you can't explain the product clearly, customers will not only distrust you, but also suspect that everything you say is made up, and even worry that there is something wrong with the product you sell. Are you bluffing? If you must choose this kind of products, you can also choose competitors' products!
Real marketing experts should not only have rich professional knowledge, but also have a certain foresight, not only to see what customers can see, but also to see what customers can't see, and use this foresight to guide customers' choices. Why do you need consulting marketing now?
Fourth, communicate with customers, and don't play your own cards until you know the customer's buying signal.
Marketers take the company's sales policy, which is the card in the negotiation. If they are in a hurry to close the deal and the customer's intention is unclear, they will play their own cards. If customers want to cooperate, they will talk more. For example, if we sell explosion-proof films, we will show our cards prematurely, and you will soon hear that customers want to bake guns, clothes, display cabinets and so on. At this time, marketing is like being squeezed by customers, and it is in a dilemma. When the author is doing film marketing, as long as the customer asks me what support I need, I will ask, in addition to this requirement, what other requirements are put forward together and make a negotiation memorandum for both parties to confirm. Don't let customers think about this today and which one to think about tomorrow. More customers will not turn around and squeeze toothpaste.
Why do many companies send business spies now? Why do the coaches of the two teams watch each other's video games before playing football? There is only one purpose, to master more information of the opponent, and hope to study more cards of the opponent through information! -if you want to say yes, you must find out the customer's card!
5. communication without commitment will not gain the trust of customers?
Some young men talk a lot when dating, leaving a check on the left and a check on the right, which makes them perfect and seriously violates the principle of reasonableness. Smart girls can see him clearly by just trying a few things, but if they can't see him clearly, will girls like you? In the same way, it is not too much to pretend to be an expert and write an inspection if you don't understand the problem. Once the customer knows, your product is fake, and you will be considered as an untrustworthy person.
In fact, when you don't know what to say or can't do it, just listen carefully. Only by listening can you get more useful information. Having useful information will help you think. Even if you can't solve the problem and return it to the company, your company headquarters will consider it and provide you with a solution. Otherwise, the management of the regular company wants you to write a business report! On the other hand, customers will not look down on you because you can't speak, and will appreciate that you are a pragmatic person and worthy of cooperation! Everyone likes sincere people.
Sixth, communication takes time to gain the trust of customers, and you can't eat hot tofu in a hurry.
It is impossible to become good friends with your target customers at the first meeting. When we go to a new company to communicate with new colleagues, we need to know and recognize them before we can make jokes. When a boy meets his girlfriend for the first time, he just plays a joke, which will only give a bad impression. By the same token, it is counterproductive for marketers to sell products to each other when they meet. The client I just met is very defensive and has a lot of confusion in his mind. Is the product good or not? Is this person trustworthy after the product is sold? Wait, the question mark needs time and facts to verify!
Why is it easier to make a deal with customers introduced by friends? Because your target customers trust your friends, some of you recognize your friends, so sales will become more cut-in.
Zhang, an expert in Fujian Heshun automobile aftermarket, brilliantly said, never turn a customer into a friend, let him become a friend first, and then become your customer.
Seven, hawkish communication makes your transaction lower, the wind and water turn, and friends are the most valuable.
It is gratifying to have a win-win relationship and make a product a recognized brand. However, some marketers rely on their own brands to be tough. If you don't do it, many people will ask me to do it and communicate with them with a hawkish attitude. What kind of mentality does your customer negotiate with you? Should people hurt others when something goes wrong with your product?
Business feelings, business feelings have feelings. Now many marketers always say that customers are disobedient and cut them off. It is normal for them to jump ship to another company. As the saying goes, winning a fight is also a loss, and losing is also a loss. Even if you have a strong brand, you should communicate in a hawkish tone. According to the standard of talking about win-win, it is against the principle of equal exchange of interests. The ultimate victim is your company. Harmonious negotiation is the best policy, even if the other party makes things difficult.
Eight, the guarantee of communication requires a good team to support your after-sales work.
In hospitals, people trust doctors; In school, people trust teachers and experts in customers' minds, who can answer questions and provide all-round services. Teachers also take time to visit home after class! It is wrong to say "the cat meets the mouse" before sale and "the mouse meets the cat" after sale. Without the support of a good team, even the best eloquence can't be said. Why? When I was training in many companies, I said that you didn't make much achievements by yourself. Marketing department, brand department, warehouse, customer service, factory, etc. They have all made achievements. Marketing is not for you alone, but for the whole team. You are not alone. You need cooperation.
When you encounter difficulties and complaints from customers, escaping is not the way. The best way for customers to recognize you is for you and your team to face problems bravely and directly, solve problems, find their own shortcomings and deficiencies from customers' complaints, and gradually improve and improve themselves.
9. No customer is willing to do business with people who dare not take responsibility.
If there is no problem with the whole sales, there will be nothing to do with marketing. Demand is changing, marketing is changing, and communication is also helping customers solve problems.
In the marketing process, we often compete with customers for some benefits, and both sides hope to maximize the benefits. Why do we go to see a doctor when we are sick? Why don't both sides fight for their own interests? And willing to pay.
After careful analysis, the doctor helps the patient to solve the condition first, and then collects the medical expenses, that is, solves the customer's problems first. Similarly, the marketer recommends a product that is useful to him (or can help him make money), so that the customer can realize that not buying your things is not your loss, but his loss. Do you think he won't buy your things?
That is, the author often says: there is no shortage of companies in this world, what is lacking is to make companies profitable; There is no shortage of products in this world, what is lacking is the way to make products make money; There is no shortage of talents in this world, what is lacking is the method of manufacturing talents!
10. You will hear the voice centered on who. Communication without the protagonist is not communication.
Don't just listen to what you want to hear, more importantly, listen to what customers want to say.
Everyone has weaknesses in conversation. Everyone wants his speech to be affirmed by others. Listen carefully to what the other person says. Why do you say that? Don't focus on how to refute each other's views. There is really too much talk. It is also fate to chat with a few friends. Today, there must be a protagonist in the conversation, that is, the central figure in the conversation. If you can concentrate on the point of view of the central figure, you will find that he speaks more freely than when he is drunk.
Marketers are the most loyal listeners of customers when doing sales. They should restrain their desire to express themselves, leave more opportunities for customers to speak, and take customers as the center. If you are a fan of customers in communication, customers are also your fans.
Listening tests a person's patience the most. Listening is the appreciation of customers' language, the respect and guidance for customers, and the request and utilization of customers' information. Listening can understand the true feelings of customers. Once the customer's inner feelings are grasped, the customer's weaknesses and profitable business opportunities are grasped.
The essence of salespeople is to communicate with customers and add value to your products.
When a product is produced and handed over to a salesperson, the role of the salesperson is to build a bridge between the product and the customer and add value to the product in your hand. All these need to communicate with customers and get their approval. The sales of products by salespeople are also your interpersonal products from another perspective.