1 the own smile
the, argue
3 from customers too close too enthusiastic
4, easily made concessions
5, ignoring the customers are really demand 6, easily to customer conclusions
7, ignoring the old customers
, too professional
9, easily committed
forget the smile < br> sales staff travel extensively, sometimes wind and rain, sometimes cold, sometimes scorching sun, there are some human factors, inevitably with some emotional meet with customers, and forgot his smile. Psychology perspective, the interaction between people, the first 10 seconds is the most critical 10 seconds decided what was the attitude in contact with you, smile, God has given us an important body language, if your body is the beginning language to the other side the impression is: Since you give your partner is feeling like this, then, we the public of the public, no feelings at all, do you think the next conversation will be happy you? So, no matter what happens before we meet with customers, it is your own business, met with clients, we must first smile, which is more important than your dress and etiquette. If your face is really smile, not up, see meaning to the customer's door, do not go to the bathroom first to wash your face, comb your hair, the facial muscles to pull to the top of both sides 20 times, so you will much better, and then marching brisk pace into the client's office, the eyes of the customer's eyes, smiling.
2. argue
God to mankind design a brain and a mouth, mouth to eat outside, that is, to express their feelings and ideas, experience and qualifications of the people, the view will be there are differences, this is a natural thing, as I like to eat seafood, and my wife does not like country near the coast to my home place in Jiangsu, and my wife home in Mainland China, Chongqing, I think the lobster do it delicious, and my wife says that lobsters are so many claws look very sick, this does not matter who is right and wrong. With the client buy burberry, as a story, a well-known masters of architecture design the Municipal Building, a place in history, one day the mayor came running to tell him no pillars in the hall, you may fall down, in fact, this is unfounded, but The building master only sound good, added a few columns, after a few years later, The master architect is dead, people suddenly found one day, a few pillars no contact with the ceiling. This story gives us great inspiration, if the architect sent the mayor said a lot of the building structure theory, do you think The Lord Mayor will accept you? Can understand?
So, when we communicate with customers, they do not understand the product or products misunderstanding, this is a normal thing, I think the letter customers say must have their reasons they think is right reason, this time the best way is to stand on their position, the facts show to see them come up with your success stories, and allow them to experience, rather than to argue. By the way, people have self-esteem, you face to face deny a person's point of view, he will try to maintain their own ideas, even if you win the argue, eventually lost orders, why do?
from customers too close, too much enthusiasm
When you train on the platform, or when you are queuing up to buy things when you around the such as a stranger approached you to ask the way, you will instinctively backward step back, if the space is relatively narrow, you will inadvertently tilting the upper body backward, this is because someone has violated your personal space, when people take a packed bus car, eyes toward the window, or to shift attention to an item, it is because our private space is being assaulted, we will instinctively shift his attention so that they are divorced from reality, as the zombie general, and sometimes become restless. Similarly, when we go to the supermarket to buy an item, the sales staff, such as too close to my heart will be feeling very depressed, then, should remain with the client how much the distance is more suitable? First contact with the customer is best to keep 1.2 meters away, so communication will be very easy, there will be no pressure less than 1.2 m people for their own family, pro-Wei, a friend reserved, unless customers take the initiative to close to you. Otherwise, please keep a certain distance with customers.
easily made concessions
I used to have a neighbor, Zhang, Zhang uncle and aunt one day see one of the Qing Dynasty when the bell in an antique shop, I heard that the Empress Dowager Cixi used , very nice. Two of them have come several times, but they did not dare to start to buy because the price is 50000, Zhang aunt and uncle, said: Grandpa courage burberry purses, rubbing his hands went to the salesperson that said: that salesperson's eyes blink, said: The old couple would be pleased? Uncle Zhang's face became pale, and suddenly felt this clock how light, how the table does not seem to go? Two very reluctantly paid, doubtingly with things back home, the clock on the hall looks great, but the old couple's heart is very unhappy, and this thing does not seem to Qing Dynasty, the guy how we sold so cheap, is not a problem? uncle had a heart attack, and soon died. That damn guy a half earn less money, but also indirectly killed people. In fact, such cases occur frequently, of course, I said not to buy things to kill people, things, I said that business easily out to make concessions daily life, we often buy clothes one day, you go to a shop where to buy clothes to see a T-shirt, he is very satisfied, the price is 580, we Chinese people are like a bargain, bargain at this time has become the natural thing to do, such as when you ask a young girl selling clothes, and said : . What would you? Fools should kill point, the clothes will be worth 150, you take advantage of the payment time to escape. Another location and then think about as you are that young girl selling clothes, customers eye blink to buy it, you will think: > 5. ignore the customers are really the demand
day, an old lady walked into a fruit shop, the boss asked, The boss said, big and sweet, fresh. Nothing to buy the old lady, they went to another a fruit shop to ask the same sentence, the boss is still the same answer, the old lady away, so the old lady saw several fruit shop, but finally did not buy one fruit shop owner wondered ask, I see you have gone several fruit shop had you in the end want to buy it? The old lady replied: The boss understood why.
many of our sales staff is well aware of their products, the market situation. This in itself is a good thing, many companies when recruiting sales staff, product training is essential, so communication with customers, most of the talking about their own products, how good, how excellent, ignore the real needs of the customer. Sentence speaks very good, helping others to buy things than to sell your stuff to more easily than others. We do business is an intermediary between customers and companies, a lot of business people only remember that they represent the company, but forgot to actually customer consultant, and sometimes the customer does not know what he wants, as no washing machine, people Who would have thought to buy that washing machine, even if it is the same product, the purpose of purchase will not necessarily, as some people buy sunglasses to play it cool, some do not want people to know themselves, some glasses may be swollen to discount what . Therefore, we do business, be sure to think of customers consultant, we are to meet customer needs, is not simply selling products. 6. easily to customer conclusions
a pro-Wei in the UAE, one of his customers are ready to 2000 iron filing cabinet, let me help her to find sources in the domestic requirements are: high 1320, thick 450, width 610,0.8 board removable. I am a very happy with my sales for so many years of experience, no problem. But in fact it is not my likeness is so easy, a little do not understand this thing of the cabinet, open Ali opened contact several companies, called in the past, most business people access, due to goods exports starting from Tianjin, Shanghai or Shenzhen However, people in Chengdu, so look for the factory in Shanghai, Shenzhen, Suzhou, Tianjin that one of the enterprises, to say some angry, half of the clerk when they heard me Chengdu, like a strange voice asked me if I was a liar, like more a guy is a woman, hear me say Chengdu, the pair of the soon hung up, said: , we do not. You think about how good sales. The sales staff is not professional company lost profits, although I have not calculated, but I believe no less.
business people do not understand the real situation, never give customers a conclusion, which I found a lot of sales will make the mistake to communicate with customers, or the initial to see the face of a customer's conclusion: to the customer. When customers feel that the idea of sales staff, even if these are to buy, not buy you, will you and your company to hate life. Especially business people, often, in fact, the success of the sales staff to complete the first order will go through two processes, one is a heart transaction, the second is the reality transaction. Successful sales staff to meet with customers in their hearts that will be able to transactions, to meet with them to talk, just want them to understand us more. There is a saying: took him to get.
So, we have received in their daily work the customer's phone, regardless of whether he wanted to buy you something, regarded him as your customers. Should be taken seriously, customers buy from you, of course, have to buy you the truth, did not buy you the reason he did not buy, even if it did not buy, not necessarily in the future will not buy, even if he can not afford, not necessarily friends around him can not afford. Reality, there are a lot of tone deaf people to buy the piano full facade, never turning a page, some people buy a lot of books filled with learning, and Mercedes was wearing shoes. Work, so we should not give customers a conclusion, seriously listen to the customer's question, to analyze his needs.
Ignored the old customers
Beijing Hualian Casio Buy a table, wearing a three-month, as a start to buy when the time is set I did not want to control the other, and suddenly one day I found that I forgot how to set up, So now we did not get out. I smoked for a weekend, to accompany my wife shopping when passing Hualian, I would go the way want to give my wife to buy a salesperson to sell the table, I went to the counter said: that bought a watch, I forgot how to set up, you tell me. At the time, just two guests over at my watch, she simply said: to others, do not have time to talk to me, I finally get angry in front of their customers, said: I asked how to set up, waited nearly two hours. Other clients hear me say, are gone. In fact, he told me about at most one minute, and I can also buy a can also help her to say a few good words. We all know that, when we buy something, just bought the same product by other people in this, his word to us than the business people speak all the words are useful.
reality which, we have a lot of business people, worked for many years, but also new entrants every day looking for customers, this is not his business. how bad, I am very responsible person to tell you, the large part of the reason is you have forgotten your old customers, the world famous sales guru, Guinness world record holder, Mr. Qiaojilade told his clients: regardless of when and where, when I again met you, I will put down any work of my hands to greet you, serve you. A lot of business people to hear, thought of things, or thought to have to spend money, in fact, think about it, if Miss The Casio sales, such as to stop the hands of the living, came to say hello you watch what? Can I help you? This made people want to buy hear, and my heart is not this company is trust? This is a very responsible company, products must have very good So the next time such as your old customers to come, you must be grand to introduce, to thank him buy you something, and holidays, when you customer sent a card, or send an SMS greetings, believe your sales will be higher.
8. Too professional
many of our operational staff are very confident that our company is the best in the line, our products is the best, which in itself is a good thing burberry fashion, I mentioned them self-confidence, the intangibles will think is the best, so the invisible will show that he is the process of professional people, to communicate with customers regularly, some professional terms, but also even motionless emerge a few foreign languages, and made that they do not know what you're talking to embarrassed to ask, I feel that you have a great distance. Do you think that communication will be happy?
there I want to emphasize is that we have a lot of new business, find the central figure of the customer, is always the front desk or unrelated persons stand in the outside front of the operator, every day to answer the phone, have heard a variety of voices, especially new business, a voice to sell, saying put a Mandarin, since that language, one will know with the public an outer planet, in fact, the customers most likely to accept voice is the voice of the customer's local, most likely to accept the language is usually spoken language, if you are now in Nanjing that Nanjing customer calls when Nanjing, then the front under normal circumstances will not block you, just as the Company's colleagues.
so, to communicate with the customer, the best customers in the local language, speaking clients understand the words, so that the other side think they are kind of ordinary people.
9. Easily the commitment
once, our company purchased a batch of parts, the supplier of good delivery Tuesday 1:00 pm, from 9 am point has been asked to not come out, they are still to 21:00, during which they have been kept out. To 15:00 the next day to come, let's veterans is very well done, next time do not buy their stuff. We do business, communicate with customers when the majority have high aspirations for the state of mind: said 18 days to pay; obviously live time is 40 hours, here! Anyway, as long as the customer to the money, they have owned the gold, the other matter. After investigation, the average an unhappy customer will tell 11 potential customers here, incidentally, we are now many companies are mentioned customer loyalty, because the light of customer satisfaction is not enough, satisfied customers are not necessarily the next will buy you , a bit of loyal customers recommend your products to the three individuals. Here we look at what is customer satisfaction, so-called customer satisfaction is our customers' expectations and the reality gap, such as to achieve the desired would be satisfied, not reached are not satisfied, more than is loyalty. 96% of dissatisfied customers will not complain to the company, but next time do not buy your wants. This is why some companies require the clerk to be retained in the product descriptions to customers, you can imagine: We are charged to the customer commitment time is 40 hours, the result is 50 hours, customers will be very pleasantly surprised. Therefore, we do business, not in order to win orders, thoroughly practical, to make some commitments to customers, so it is easy to cut off their way of getting money.
sales staff often committed seven errors
We all make mistakes when selling products or services listed below are seven kinds of the most common errors:
one, led by the nose by customers.
sales is an interactive process, you should control the process, rather than allowing customers to lead. The best way to control the sales process is to ask questions, and this is to understand your product or service is the best way to meet each other needs. If you can put forward the problem of high-quality, it is possible to find a defect, to help the company to its perfect, and become an expert.
Before the talks has not been investigated.
made contact with a potential customer and arrange talks. Unfortunately, this company entered the conference room, there is no research, in the course of the talks, did not they existing problems come up with solutions, but to understand some basic information throughout the talks. For sales staff, which is tantamount to a waste of time.
This is one of the most common mistakes in the sales process. Or had received numerous telephone calls from salespeople to sell us things we do not need. Therefore, before you call or arrange talks, the sales staff should take the time to look at potential customers.
talk too much, do not listen to.
many salespeople in the sales process chatter, big plus for the performance of their products and after-sales service of praise, but they ignore the needs of customers. When I first went to the store to buy a home carpet, a salesman introduced me to how long he worked in this line, he how smart his carpet how good, but these words did not solve my problem my home is suitable for what kind of carpet. So I left the shop, and I think he does not care about my special needs. In contrast, one of my friends work in an advertising agency, he really understand the communication skills. His dealings with customers, never introduce themselves and their company, but allow customers to talk about their company, to do so he will be able to determine the most effective marketing strategies.
to provide customers with irrelevant information.
I have met many salespeople they like I totally irrelevant information provided to me, for example, their financial background is, what are the big clients, etc. . I only care about how your product or service that I benefit from, and how to meet the personalized needs.
, inadequate preparation.
time I called a customer. I thought he was not, will hear his voice mail, did not think he answered the phone, I do a flat-footed. I was not able to make valuable, just hurry to cope with his problems, he led the sales process. When a call to the customer or to prepare talks with them, must take the information at hand ready, including a series of problem. To know you have only one opportunity to the customer to leave a good first impression, if you are not ready, you will not waste this opportunity.
missed the opportunity to sell.
if you sell a product or service, they should seize the opportunity to sell it, especially when you take the time to assess the needs of customers, know your product or service can solve their problems. Many sales staff worried that this may seem aggressive, but as long as you have a confident, persuasive way to sell, people will respond positively.
, stop looking for potential customers.
many independent companies will make such a mistake, when business was good, they are no longer looking for potential customers that the business will come its way. Make a note of the letter, successful salespeople always plan ahead, constantly looking for potential customers, and actively plan to meet with them.
even the most experienced sales professionals make mistakes. To avoid these errors, it will increase the likelihood of deal
