How to leave enough "face" for customers?

At work, we will encounter all kinds of problems and objections, but no matter whether the customer's opinions are right or wrong, profound or naive, we can't let the other side feel despised. We should respect customers' opinions, smile when speaking, face customers squarely, pay attention when listening to each other, and don't be blunt when answering customers' questions, so as to save customers' face.

Such as "You're wrong", "You don't even know this" and "You don't know what I mean, what I mean is …" are all boring self-promotion, but they belittle customers and dampen self-esteem. If you do this, you may win (prove that you are right), but we will lose business. Therefore, no matter whether the questions raised by customers are reasonable or not, as long as they are raised by customers, we must first express our welcome and respect.

In fact, it is encouraging that customers can raise objections in person. It's really bad for us if our customers don't tell you if they have objections.

So we should not only avoid the question, but also try to guide and encourage him to speak. It is good for us who are engaged in the work to let our customers express their different opinions, because our customers feel that they are valued and their self-esteem is satisfied, so we can find out what he really thinks.

When a guest left the hotel, he put a bath towel in his suitcase and put it in his room. The waiter found it and reported it to the lobby manager. According to the hotel regulations, a bath towel should ask the guest for 50 yuan. The lobby manager pondered how not to offend the guests in order to safeguard the interests of the hotel. The lobby manager found the guest who had just finished paying the bill at the cashier's desk, politely invited him to an inconspicuous place and said, "Sir, when the waiter was tidying up the room, he found that a bath towel was missing from your room." The implication is: "You took the bath towel and we found it." At this point, both the guest and the lobby manager knew that the bath towel was in the suitcase, and the guest kept it secret. The lobby manager didn't add any beer. The guest looked a little nervous, but to save face, he refused to admit that he had taken the bath towel. In order to take care of the guests' face, the lobby manager began to give them a step down. "In the past, some of our guests said that the bath towel was missing, but later I remembered that it was on the bed and covered with a blanket. Can you go upstairs and have a look? Bath towels may be ignored under the blanket. " Now the guest understands, goes upstairs with a suitcase, and the lobby manager is waiting for the guest in the lobby. The guest came down from upstairs and met the lobby manager, so he was angry: "Your operator didn't check it carefully, and the bath towel was clearly behind the sofa!" " The subtext of this sentence is: "I have taken out the bath towel and put it behind the sofa." The lobby manager was very happy, but said quietly, "I'm sorry to bother you, sir, but thank you for your cooperation."

Summary: This is a typical example of salespeople leaving enough face for customers. The guest took a bath towel to avoid losing face. If he directly pointed out the fault of the guest, it would be like adding fuel to the fire. The guest will jump up and he will refuse to admit his face. This problem will be difficult to solve, and the premise of guests' "rights" is still conducive to stabilizing the situation. In this case, the lobby manager stood in the position of the guest, safeguarded his dignity and left the "fault" to the hotel.

[Skillful touch of gold]

In the process of sales, when dealing with customers' objections, we are faced with all kinds of customers. How to communicate with customers and save their face needs to do the following:

First, melt the frost with a smile. As the saying goes, "lift a finger, don't hit a smiling face." Smiling can resolve contradictions and win unexpected results. "Hello, I'm glad to serve you!" Every salesperson will greet every customer who comes to consult or complain with this simple and cordial opening remark.

No matter whether the salesperson communicates with the customer in a happy mood or a depressed attitude, the customer can feel it as soon as he listens. How to convey the inner beauty of salespeople to customers is a subject that needs serious consideration.

Smile is an image, a realm and an effective weapon to deal with complaints. Smile is the responsibility of every salesperson. Service without smiling face is indifferent service; Only the service of smiling face is mechanical and inflexible; The best service is to stand from the customer's point of view, think about what the customer thinks, worry about what the customer is anxious, and reach a certain spiritual fit with the customer with sincere and meticulous service and thoughtful words with a smile.

Let customers experience and feel the salesperson's smile smoothly in communication, convey value in smile, embody value in smile, and realize "success with customers" in smile, which is the highest realm of salesperson's service.

Second, change the subject if necessary. If the customer is arguing about a certain detail and can't handle the complaint, the experienced salesperson will change the topic or suspend the discussion to ease the tension and find a new starting point or a more suitable time to handle the complaint.

Dragonfly water type: "I know the problem you said." I heard it last time. What you've heard of ... "

Pretending to be deaf: deliberately misinterpreting a sentence said by a customer to change the subject.

Be blunt: "I understand your situation very well. I'll let you know the result as soon as possible. Will you wait for our notice? "

Third, avoid the collapse of complaint handling. An experienced salesperson will not completely paralyze complaint handling. He will always save face for customers until the next complaint handling agreement is reached. On the other hand, the salesperson must explain that it is better not to reach an agreement than to reach an agreement, because a reluctant agreement may bring endless trouble. For the customer, you should keep telling him what you have done for him and make him feel that you have paid a lot.

In the process of sales, if you have constructive or intelligent opinions and comments on customers, if you take a negative tone, it is easy to anger customers, make them lose face, make it difficult for the sales industry, and even play dirty tricks behind their backs. Salespeople should try their best to affirm customers, praise customers and leave enough face for customers. So that customers will be willing to give you face.

Fourth, become a good listener Generally speaking, customers always think that they are eloquent and prefer to talk. Knowing this, salespeople should try their best to make customers talk more, regardless of whether what she said is right or wrong, and leave enough face for customers. From their manners, the salespeople can hear their strengths and weaknesses, and they can also understand their position on complaint handling.

Fifth, speaking from the standpoint of customers, many people mistakenly think that they should catch all the problems when they find them and never give in. But it turns out that most successful problem solving can only be achieved in a harmonious atmosphere, leaving customers with enough face.

Under the same negotiation conditions, it is often more convincing to explain the problem from the customer's standpoint. Because customers will feel more: the premise of achieving "satisfaction" is that both parties can get the expected benefits, which is already very face-saving.

[Customer Objection Handling Proverbs] 1. When handling customer objections, it is not appropriate to expose the lies of the guests in public to avoid embarrassment and anger. ? Second, listen to the opinions of the guests first, and then make careful and patient counseling.

Third, I would like to express my sincere thanks to all the distinguished guests for their understanding and support.

Fourth, learn to respect the opinions of customers. Speak with a smile and face the customer squarely. When listening to each other, you should concentrate. When answering customers' questions, you should not call a spade a spade, but leave enough face for customers.