Chat with customers

Chatting with customers. In fact, salespeople should know that it is useless to please customers blindly, but in the process of talking with customers, they often get stuck and don't know what to talk about with customers, for fear of saying the wrong thing and causing resentment.

Chat with customers 1 Prepare in advance: master customer information in advance, prepare topic content and make an appointment with customers in advance.

Chatting with customers is an important job for salesmen, which requires preparation and practice in advance. The main contents include:

Understand the customer's background, occupation and current situation. If you are a stranger, you should pay attention to collecting this information in the chat.

Give priority to customers' wishes and choose a suitable time and place, including customers' company, home, salesman's company and teahouse.

Prepare the opening remarks, topics and contents of the chat in advance, and familiarize yourself with the professional and technical content of the product in advance.

The salesperson's own emotional preparation must not chat with customers with personal emotions and worries. So as not to offend customers.

A good beginning is half the battle, and good preparation is half the battle. The more mature the salespeople are, the more they pay attention to this.

Get off to a good start: create a relaxed and pleasant atmosphere through a good and sincere start, and let the chat have a happy start.

A relaxed, good and sincere prologue can create a relaxed and pleasant chat atmosphere, relax customers' emotions and make the chat have a happy start.

There is no fixed formula for opening remarks, so it is best not to use some routines, such as a compliment at the beginning.

Even if the sales staff can be sincere, other sales staff may start like this, which is a routine in the eyes of customers.

The prologue can start with news, weather, clothes, etc. And choosing a topic acceptable to the public is a relatively safe method.

Recommend three better ways to open:

Others say hello to customers, and they say hello to customers themselves, expressing goodwill and respect.

Ask for customers' opinions through professional questions, so that customers can get a sense of accomplishment and needs first.

Send a carefully prepared small gift at the beginning, and close the relationship with customers at once.

Make good use of questioning: skillfully use questioning skills to find topics of interest to customers and make the topics go deeper step by step.

There are not many customers who can actively open the topic in chat, which requires the sales staff to throw the topic appropriately to avoid silence in chat.

At the same time, the salesman should be able to control the topic and guide the topic to expand and deepen gradually, which requires the salesman to be good at using questioning skills:

Compliment each other by asking questions, such as where to buy clothes, such a good eye, how to keep in good health, stay so young and so on. , and gradually find topics and content that customers are interested in.

Care about each other by asking questions, such as what is the current situation, what difficulties the customer has encountered, and whether they need relevant help. And gradually expand the topic and go deep into some specific affairs.

The purpose of asking questions is to convey to customers that "I'm here to help you solve problems, I'm here to care about your pain points, and I'm here to empower you", so that customers can chat with peace of mind.

Listening to * * * feelings: By listening to customers' * * feelings, you can find more information about customers' current problems, needs, pain points and so on.

The most basic thing to listen to is to make customers feel that the salesman is really attentive and listening carefully, so that customers are willing to keep talking.

Listening further is to be able to give an appropriate response to the main points of the customer's speech.

Saying is an art, and listening is an art in this art, such as:

In the traditional crosstalk theater or traditional opera theater, the audience applauded the actors, calling them experts and knowledgeable audiences in the right place, calling them amateurs in the wrong place, or urging the actors to step down.

Through good listening and timely response, we can reach an emotional understanding with our customers and make them feel respected and valued.

When customers are listened to and * * *, they can naturally tell their real deep-seated problems, needs, pain points and wishes.

Summary and feedback: through appropriate summary, feedback the hard work, honor and achievements in the content told by customers to customers.

If the salesman just asks questions and listens, he is just a good listener in the eyes of customers, not chatting, communicating and communicating.

What really makes customers treat salespeople as chat objects is that salespeople can summarize the content of customers' chats in time, give customers appropriate feedback, let customers recognize their experiences, pains and struggles, express their emotions, publicize their ambitions and solve their doubts.

A better salesman can also help guide customers to sum up themselves and discover their better and higher thoughts and feelings.

The atmosphere and harmony between salesmen and customers will naturally reach a high level, which is pleasant and pleasant!

Sales staff can timely summarize the following contents:

The problems and sufferings faced by customers in past experiences, as well as the efforts and sacrifices made by customers.

The advantages and disadvantages of the information and choices faced by customers in the current situation can be summarized for customers' reference.

The ideas and ideas expressed by customers can sum up the original intentions and concerns behind them and help customers sort out their ideas.

Chatting with customers. Preparation before communication.

First of all, you must determine the purpose and significance of visiting customers today, clarify the theme with customers and prepare relevant materials and props. For example, the main purpose of your visit to customers today is to recommend a new product, so the theme of your visit to customers today is a new product. You should prepare new products and related knowledge of new products before you leave, and explain the knowledge of new products clearly before you leave, so that you can communicate with customers when you visit.

Therefore, full preparation before communication is very important, which can improve your self-confidence and is the premise and guarantee for your smooth communication with customers. Add a new customer.

Second, be good at listening to customers' conversations and asking questions.

To communicate effectively with people, we must first learn to listen to the conversation of customers, because the process of communication is a mutual process. Only by listening carefully to the customer's conversation, and the customer thinks that you respect him, can he listen carefully to your conversation and have the opportunity to accept your views and opinions.

In the process of listening, you should learn to understand the position of customers and their needs, wishes, opinions and feelings from their conversations. Of course, just listening is not enough. You must also learn to ask questions skillfully. When asking questions, we should pay attention to customers' attitudes and taboos, and learn to use some clever questions to understand what we want from customers or express some of our thoughts and opinions.

Third, learn to put yourself in others' shoes.

When visiting customers, account managers often encounter various demands from customers, some of which are unreasonable to account managers. However, when you look at yourself as a customer, you will find their quotations quite well-founded.

This is caused by different job responsibilities. When communicating with customers, you should learn to think from the interests of customers, and think more about whether you can accept some business strategies of the company, the service model of the account manager and so on if you are a customer. After this series of empathy hypotheses,

I believe that you can also predict many customers' thoughts and reflections, so you can adjust your communication ways and methods appropriately to communicate with customers more easily. Similarly, empathy can also make you constantly improve your work style and methods, making it easier for you to carry out all aspects of customer work and penetrate into the hearts of customers. Say hello to customer wechat.

How to chat with customers

Fourth, learn to communicate with different types of customers.

Some account managers face hundreds of customers, and each customer has his own different personality and work style. How to make friends with different customers easily is also a difficult point for account managers to communicate effectively with customers. Effective communication with different types of customers requires certain methods and skills.

According to the concentration and dispersion of customers' attention when listening to others, customers can be divided into serious, casual, active and cooperative types. For example, when communicating with casual customers, these customers are generally not serious enough to listen to others' conversations. They are often busy trying to figure out what others will say next, like to take it out of context, and don't want to listen to others' complete statements. And it is easy to be disturbed, and some customers even deliberately seek outside interference.

For this type of customer, you should state concisely, clearly explain your views and ideas, and don't make a long speech, so as not to upset the customer. In short, when communicating with customers, we should learn to treat them differently according to their different characteristics, strive to meet each other's characteristics, and choose topics that have something in common with * * *. With the same sex, the indifference between them will gradually fade away and become close.

Five, other details that must be paid attention to.

First, the account manager must be sincere in the process of communicating with customers. Treat each other with sincerity and courtesy, and you can become one with your customers. Third, keep your promise, promise your customers, and keep your word. Don't exaggerate or jump to conclusions, otherwise it will lead to customers.

Chatting with customers 3 What are the words to communicate with customers?

First of all, the art of rejection

1, Mr./Ms., thank you for your interest in XX activities of our company. I haven't received the latest notice yet, or I will consult later.

2. Thank you very much for your attention. Not implemented for the time being. Please pay attention later.

Thank you very much for your feedback, sir/madam. We will try our best to improve this problem and hope that you will continue to support and supervise our work. Thank you!

Second, shorten the call.

1, hello, in order to facilitate your understanding (memory), I will send you the content by SMS (email), please pay attention to the query;

2. Because there are many contents involved, I will send you the details by email, OK?

Third, how to make customers "wait"

1. Because it takes some time to query the data, I'm sorry to delay (you) a little time;

2. Thank you for your patience;

Fourth, the record content

1. Is it convenient for you to provide specific information (detailed address, time, phenomenon, etc. )? We will give you the records so that we can inquire and handle them as soon as possible. Thank you for your cooperation! ;

2. Thank you for your valuable comments, and we will record them to relevant departments! ;

Verb (abbreviation of verb) conclusion

Wish you a happy life!

2. I wish you a big prize!

3. When the customer says that he is driving, the conclusion is: pay attention to safety on the road;