Many designers who have just entered the industry say that they are most afraid of communicating with customers. They said, "What I am most afraid of is the first sentence I say to customers every time I pour them water and sit down." Indeed, the first communication with customers is likely to affect their impression of you. Then, if you want to communicate well with customers, you must first make a breakthrough.
For example: two situations:
Miss Zhang came to see the plan, and a designer came to receive it and talked directly about the plan.
Miss Zhang came to see the floor plan, and a designer said, "Miss Zhang, don't you go to work today? You are in good spirits today. You are wearing a beautiful dress today. "
By contrast, which kind of opening remarks can be closer to the customer?
Second, asking questions is communication and learning to ask questions.
1. If you want to satisfy customers, ask more questions. Constantly asking questions can effectively and correctly understand the customer service information.
For example: What style do you like?
What do you do?
How many people will live in this apartment?
How old is your child? What color does he like? 、、、、、、
2. Pay attention to the way you ask questions, don't let the other person end up with your questions, and create questions that can continue the dialogue:
For example:
Can I help you? How can I help you? what can I do for you? )
Do you like black walnut? What kind of material do you like?
Is this the brand you want? Why do you prefer that brand?
Can we start work tomorrow? When do you think it is better to start work?
Is this plan all right? What do you think of this plan?
Exercise:
Shall we measure your room tomorrow?
3. Worry about asking questions
Many people will ask, as professionals, do we often ask customers if they think we are unprofessional? Or what questions to ask, such as what not to ask? People usually have such concerns:
If I ask so many questions, customers will think that I must have no knowledge;
The customer's answer may be something I don't need to know at all;
3 customers will feel that the answer is obvious and there is no need to answer my question;
I don't ask questions because I'm afraid customers will think I'm interrogating them.
Special instructions:
One worry: doctors are knowledgeable, but they will ask many questions, because they know that if any information is missed, their prescriptions for patients will be wrong. Do you want the doctor who treats you to be the fastest doctor in the city? Or can his patients live a long life without going to see his doctor all the time?
② Focus 2: Let customers answer. You need to hear good, bad or uncomfortable answers so that you can know what to do. If the answer is really unbearable, you should think about how to end this embarrassing mistake.
About worry 3: Don't make any guesses. When you think you know everything, it is easy for you to make the inevitable big mistake, and it is the most embarrassing mistake.
About the fourth point: If you ask the right question, it is not a question. Asking questions can solve problems, which is better than customer dissatisfaction.
By the way, questions you can ask:
Question describing the situation: Can you tell me what the problem is?
② "Yes" or "No" question: Don't ask details, just state some facts clearly.
③ Customer information: name and telephone number.
(4) Solicitation scheme: How is the maintenance of this project?
⑤ Additional question: Do you have any other requirements?
A question you should never ask: What do you dislike about our service?
Question attitude: Appropriate tone, smiling, warm and sincere attitude.
Third, listen to more important questions than asking.
Think about it: Why do customers always complain that you don't understand his intentions? Why does the customer say you don't understand him?
1. The difference between listening and listening:
Hearing the customer's answer is just listening to what they say. Really listening to the customer is an emotional activity, which is to really understand what the customer said. If you say "I understand" what the customer says, it will be too empty and even prevent you from listening to the customer carefully. If you tell the other person "I understand" without really understanding, then you may think that you understand and it is difficult to listen carefully. You can say to the customer, "Can you give me some time to think about it? How can I solve this problem? "
Nothing is more annoying than feeling that others are not really listening to him.
2. How to listen better?
(1) To the point-the question asked is related to the whole question; Patience-don't interrupt customers and avoid falsehood; Reaction-don't give empty answers; Don't worry-give yourself a few seconds to think about what you heard.
You should spend 80% of your time listening and 80% of your time talking. If you listen less than 80%, you will talk too much, which will not help you to provide the correct solution for your customers. Be sure to remember this "82" rule.
3. The best listening method: empathetic listening.
Put yourself in the customer's shoes and care about and feel the customer. You can use the following statement:
As far as I know, you think,,, I feel you,,, so, you think,,, I guess what I heard was,,,,, I'm not sure if I understood it, but,,,, you attach great importance to it, just as I heard.
Fourth, observe and ponder the psychology of customers.
Talking about a single skill
1, how to talk to a successful man?
Answer: ① Observe customers' clothes and determine their identity.
(2) When this person is introverted and ambiguous about decoration, he should also be tempted by vague logical thinking.
(3) This kind of person is in a leading position in the company or unit, so his thinking is more rigorous and clear, so you should break away from convention and be persuasive to convince him of you.
4 Being unconventional and conceited is the weakness of such customers. Don't let customers go into the office when they get home, but talk about creating a rest and relaxation space for customers.
This kind of customer has a strong vanity and can be said to be a successful person and so on.
6. Have confidence in yourself when talking about the bill, and pretend that you are an excellent professional designer.
⑦ You can talk about Feng Shui. This kind of customers are generally idealistic and eager for a smooth career. You can grasp this psychological feature.
2. Talking about women's skills:
First, observe whether the head of the family is male or female.
Women like to listen to color matching, how trendy and outdated it is.
Successful women have a strong subjective consciousness, and the decoration should be personalized and different.
(4) The reception should be vivid and convincing, and say "no".
3. Leave room for discussion. You should tell the customer to pay the deposit first, don't rush for success, take your time. When customers leave, they dare to consume and guide consumption.
4. Orders with limited purchasing power
(1) Don't be too young, and receive customers honestly (sitting posture, talking).
(2) Explain the company's work flow.
Process:
1. Greeting and exchanging names;
2. Briefly introduce the company image, and hand in the business card and website.
3. Scope of service (plan to leave the plane within three days)
5. The process of talking about the floor plan with the customer for the first time:
1. First, we can chat, which can shorten the distance and create a relaxed and harmonious atmosphere for discussing the plan.
2. First of all, tell customers the overall style orientation, material application and their own ideas of this scheme.
3. Then, from the entrance, explain to the customers room by room according to the walking route of people.
4. In the process of talking about the bill, pay attention to the customer's expression, remember not to talk alone, give the customer an opportunity to express his opinions, and listen carefully to his ideas, and try to figure out the customer's recognition and acceptance of the plan from the customer's expression.
5. Leave room in the process of discussing the motion. Don't veto an ill-considered plan in front of the customer, but don't blindly mislead the customer and tell him how good the plan is. You can leave room to explain this designed aspect and tell it that this place has a better plan in mind and show it to him next time.
6. In the process of talking about orders, you should chat with customers and learn about their occupations.
V. Technical handling of customer problems
1. If the customer approves a scheme, how do you answer it?
A: Thank you. You really have good taste. This is the most popular decoration trend (or material) this year.
2. If a customer can't accept a plan, how do you answer?
You are really insightful. The reason why I did this is,,,,, However, when I did this, I may not have considered it carefully, but it doesn't matter. I will carefully consider a better plan for you to ensure your satisfaction.
3. If the customer expresses doubts about the "inappropriate" scheme, how do you answer it?
A: First, you should have confidence in your own design and be sure to tell your customers what you really think. At the same time, I told my customers that when I made this plan, I also thought that you might be a little unacceptable in this respect, but I hope to make your home different so that your relatives and friends can feel the unusual taste when they come to your home. Of course, if you insist on not designing like this, I can change it, but I think this piece is the highlight of your home and it's best not to omit it.
4. You and the customer go to measure the house, and the customer says: This house is too small, what should you answer?
A: Is everyone not talking about rational consumption now? I think your room is nice, not wasteful, just right. (Good ventilation and lighting,,,,) This is rational consumption.
5. How do you respond when the customer completely rejects the plan?
A: It's normal for this scheme not to be approved by you, because design is a matter of different opinions. In fact, the designer of this scheme has seriously considered it for several nights, especially in such and such places (several places with better design can be cited), and the designer made several schemes before making a decision. However, decoration design requires designers and customers to fully communicate. Perhaps, in the early stage, there was too little communication between us. If you still trust us, we can communicate again, tell me what you think, and we can see if we can consider a better plan that suits you better. Of course, if you need, I can also ask the company to recommend other designers to give you a set of plans. what do you think?