How to communicate with customers

How to communicate with customers, effective communication is very important, which can not only improve work efficiency, but also express our ideas well and let others receive them well. So what kind of communication is effective and how to communicate with customers?

How to communicate with customers 1 Lecture 1: Communication Art in Communication Situation

1, whether the address is high or low.

In business communication, we should pay special attention to the use of address forms. For example, when introducing a professor, someone will say, "This is … a university teacher". Students call their tutors teachers,

Colleagues can also call each other teachers, so people who have experience in this field often use honorifics when introducing others, which is "high or low."

Step 2 do as the Romans do

Under normal circumstances, you may habitually ask "Are you from Qingdao or Jinan", but when you are in Jinan, you should ask "Jinan or Qingdao?" This is also your respect for the locals;

When you visit other companies, you can't say that the owner's things are not good. It is common sense that customers don't blame the owner.

3, straighten the position

In interpersonal communication, we should put ourselves and others in a correct position. The key point of many people's problems in interpersonal communication is that they don't put themselves in a correct position, that is, subordinates should be like subordinates in interpersonal communication.

The superior should be like the superior, colleagues should be like colleagues, and customers should be like customers. Being in the right position requires a correct attitude, which is a basic proposition in communication.

4. Take each other as the center

In the process of business communication, we must remember to take each other as the center and give up egoism. For example, if you invite a customer to dinner, you should first ask the customer's opinion about what he likes and dislikes.

You can't order for guests subjectively according to your own preferences.

This is called straightening. If your customer is good at expressing, you can praise his vivid and humorous speech or his theory and practice, but you can't say "you are so poor, we are all shocked by you"!

Communication is centered on each other.

Business communication emphasizes that customers are God, and it is good for customers to feel good. Respect yourself, respect others, and behave properly, and you can properly handle interpersonal relationships.

Lecture 2: Communication skills in communication.

From another angle, we can also define etiquette, that is, etiquette is a communication skill.

1, language ability

In modern communication, we all know that a common sense is "different winds in ten miles, different customs in a hundred miles". Different industries have different requirements. If we look at the problem from different angles, the result may be very different.

For example, people who engage in diplomacy have a characteristic: they speak in moderation. If you ask them: Who do you think will win this game? They won't tell you who wins or loses, but tell you that it is possible to win.

Impartial and ambiguous. This is the language feature that makes these people form professionally.

2. Skills of reading business cards

When exchanging business cards, the following four points can explain the status and identity of the business card holder, as well as the experience of communication at home and abroad and the senior skills in social circles, to see if the business card has been altered.

Don't give it to others and don't change it. Business cards, like faces, can't be altered casually.

Whether people with home phone numbers will have a sense of self-protection in social situations, and they will not give their private phone numbers or even their mobile phone numbers. Westerners pay special attention to the difference between public affairs and private affairs.

If you meet him for the first time to talk about business, you give him your home phone number, which he understands as asking you to go to his home and thinks you are suspected of asking for bribes. No matter how many titles there are, business cards often provide only one title, at most two.

If you have several jobs or run many subsidiaries, you should print several business cards, and different people use different business cards. Does the landline number have a country and area code? If you want to do international trade,

Before the landline number, add 86, China's international long distance area code. If not, you have no international customer relationship. If there is no area code, you are only active in this area.

3, problem-solving skills

As a business person, people from different industries will inevitably encounter different views. Although we tried our best to solve the problem, it may not be satisfactory. At this time, we need to grasp the main contradiction,

Find a breakthrough to solve the problem. When the principal contradiction is solved, the secondary contradiction will be solved.

Ideas determine ideas, and ideas determine the way out. What kind of thinking, what kind of working state.

4. hang up the phone skills

Who hangs up first when making a phone call? Speaking of this question, one of the most likely wrong answers is that the other party hangs up first. Suppose both parties on the phone are loyal to this rule and both parties are waiting for the other party to hang up.

The result can only be to take up precious time and say some useless gossip. So this method is not operable.

Who hangs up first when making a phone call, communication etiquette gives a standardized practice: people with high status hang up first. If you talk to the chairman, whether the chairman is male or female, old or young, it is a professional norm for subordinates to respect their superiors.

At this time, the chairman should hang up first; If the head office calls, no matter what level the caller at the head office is, he represents the superior department. At this time, the head office should hang up first. If the customer calls,

The customer is God, so you should let the customer hang up first.

5, in and out of the elevator standard order

(1) Enter the manned elevator

When entering or leaving the controlled elevator, the accompanying personnel should go in and out, and let the guests go out first. Giving the right to choose the direction to a person or guest with high status is the basic rule of walking.

Of course, if the guests are unfamiliar with the terrain for the first time, you still have to guide them.

(2) Enter the unmanned elevator

When entering or leaving the unmanned elevator, the entourage should enter first and then exit, and control the switch button. The setting procedure of hotel elevator is usually 30 seconds or 45 seconds. The elevator will leave then. Sometimes with more guests,

As a result, the guests at the back can't get into the elevator. The accompanying personnel should advance the elevator and control the switch button to keep the elevator door open for a long time to avoid inconvenience to the guests.

In addition, if some guests are slow and affect other guests, don't make any noise in public places. You can use the bell function of the elevator to remind customers.

How to communicate with customers Summary 2 (1) Don't "shut up" when talking with customers.

The so-called "shut up" means saying nothing, thus allowing the conversation to continue in disguise, leading to bad consequences. In the process of talking with customers in Kan Kan, keeping silent all the time will be considered as not interested in what customers are talking about.

The two sides had a good talk. If one party suddenly "stops", it will be understood as "protesting" against the other party or getting tired of the topic. So, once you encounter an unintentional "pause" in the conversation,

Salespeople must find ways to introduce new topics as soon as possible, or shift old topics to stimulate customers' conversation emotions.

(B) when talking with customers taboo "interrupt."

The so-called "interruption" means that you suddenly interrupt the customer in the process of speaking.

Under normal circumstances, salespeople should not interrupt the customer's speech and interrupt, which will usurp the role of the host and disrespect the customer. If you really want to express your disagreement with your customers,

You also need to wait for the customer to finish.

If you want to supplement what the customer said, you must first get the customer's consent, explain "please allow me to add a little" first, and then "insert". However, the "interruption" time should not be too long, and the number of times should not be too much.

So as not to interrupt the customer's thinking. When you interrupt a customer in an emergency, you should say "I'm sorry" first.

(C) in conversation with customers taboo "dirty mouth."

The so-called "dirty mouth" is a language that is uncivilized and full of "dirty, chaotic and poor". Being a qualified salesperson is a no-no.

(d) Avoid "glib talk" when talking with customers.

The so-called "glib tongue" means that you are glib and humorous. Humor is a noble education. In appropriate occasions, speaking in humorous language can make people get rid of the feeling of depression and anxiety.

Become relaxed and happy.

In addition, it has multiple functions, such as aesthetic pleasure, critical satire and so on. However, humor also needs to distinguish between occasions and objects, and needs to take into account its own identity. If there is silence everywhere,

It is possible to "degenerate" into a glib tongue, causing customers to resent it.

(5) Avoid "loquacious" when talking with customers.

The so-called "loquacious" means talking nonsense and joking everywhere. People who like to play "loquacious" always tease, make fun of and dig at customers. Not to say that there is nothing to find, the dialogue will pour out together;

People who play "loquacious" are contemptible and annoying.

(6) Don't argue with customers.

The so-called "bickering" means that you like to argue with others and argue irrationally. They think that "the truth is always in their own hands" and they are always right. An argumentative salesperson, "If you don't fight for three points, you have to fight for three points."

This kind of person is unpopular with customers.

(seven) taboo "knife mouth" in conversation with customers.

The so-called "knife mouth" means that you are sharp-tongued and like to hurt people with ugly words. Every customer has his own privacy. When customers deliberately avoid talking about it, as salespeople, they should not "ask to the end".

Everyone has his own shortcomings and is unwilling to show them to others, so don't "talk about which pot is not open" in conversation.

As the saying goes, "a good word warms three winters, and a bad word hurts people in June." People who talk like knives make enemies everywhere and go to war from time to time, which violates the taboo of businessmen's "making money by virtue" and will eventually lead to adverse consequences because of their own shortcomings.

How to communicate with customers Summarize 3 Some prerequisites for communication:

1. Express your message effectively.

2. Establish a harmonious atmosphere: A harmonious atmosphere allows both parties to feel the case without starting their own protection mechanism (instinctive defensive mentality). In this state, the rational center of the prefrontal lobe of the brain.

(the part responsible for analyzing, thinking, understanding, solving problems and planning) will be more active and can play a role, which will lead to the communication effect between the two sides.

Therefore, in many visits, it is necessary to break the deadlock, warm up the field, greet each other and so on. And going straight to the subject often fails to achieve the expected results.

3. Give others some space: one person can't control another person, so he can't push another person. Everyone can only push themselves. We can send invitations, but we can't force them to accept them.

4. Learn to listen.

Language skills in communication;

1, learn to repeat, repeat important words in what the other party just said, and add opening remarks, such as "Did you say …" and "You just said …", which can make the other party feel that you care about what he said.

You really want to understand his meaning accurately, or you can give yourself some time to have a better idea or answer.

2. Learn to respond emotionally and add your own feelings to the other person's words. If the other person accepts, he will share his feelings with you.

3. Learn to take advantage of the situation and turn what you said to him into another person's story. You can use "I have a friend ..." "I heard that there is a person ..." and so on, so that the other person will not feel threatened or pressured at all.

The other party is therefore more acceptable.

Learn to follow first, that is, first agree with the other person's point of view, and then lead him in the direction you want to go. The technique of attaching to the other person's speech can be the same-focus on the part of the other person's speech that you agree with him.

You can also take differences-focus on the parts of the other party's language that are different from your own, and you can accept all the words of the other party before expressing your views and opinions.

5. Learn metaphor, implicitly imply some meanings you want to express with completely different backgrounds and roles, and use metaphor appropriately and skillfully will make the other person know nothing.

The subconscious has been greatly enlightened, and the whole conversation will become interesting and unforgettable.

Problems that should be paid attention to in communication:

1, the idea of "no way" is the fundamental reason to stop yourself.

It is unrealistic to expect others to change. At least, you need to make some changes yourself.

3, people are habitual animals, always like to use old methods, insist on using old and ineffective methods to communicate with people, wasting energy is completely meaningless.

4. Exploring and creating more * * * with faith and valuable * * * will get better communication effect.

5, between any two people, there is a need for communication, and there must be a * * * belief and a * * * valuable existence.

6. Identity positioning is very important for communication.

7. We can't "force others to do it" in our communication. We can't rely on some positive motives to think that we can decide what is best for others, not only to arrange things for him, but also to force him to accept them.

8. The way of communication cannot be fixed.