Why is listening more convincing than speaking?

In some ways, sales is like a war. If eloquence can win the world, eloquence can defend the world. In sales, defense is more important than defense, and it is only temporary possession, and code is the long-term strategy.

This situation often happens in sales. Salespeople blindly introduce their products to customers and can't wait to instill the advantages of their products into customers. However, no matter how much you say, you will end up in failure. The main reason for failure is that you don't know what the customer's needs are. No matter how much you say about products you don't want, you can't impress customers because they don't want to know at all.

Stop talking to yourself and give your mouth a rest. Calm down and listen carefully to the opinions of customers, which will benefit you a lot.

It is understood that everyone has the desire to express their ideas and hope that their opinions can be recognized. When you listen to customers' suggestions carefully, you will meet customers' desires invisibly, and more importantly, you can make customers feel that you are respected. Everyone has a desire to be valued. If you make customers feel this way, customers will naturally trust you, thus narrowing the distance between two people.

Listening is often understood as "listening". Listening means listening attentively to the other person's point of view and making the other person feel that you really understand him. This is an invisible compliment to the other person. However, listening is just an unintentional behavior, which often makes the other party feel absent-minded and makes the other party think that you don't want to continue. In the face of a person who doesn't want to listen, no one will have the desire to continue talking.

A salesman who is good at listening can learn the information of customers from their words and know what their needs are. Grasping this point, sales will become a breeze.

[case study]

Xiao Zhang is a salesman who sells sphygmomanometers. His biggest headache is facing customer complaints. Whenever this time, he can't control his emotions. When facing customers, he often can't help quarreling with customers without listening carefully to their needs. The result of things is often that customers leave angrily and are full of anger.

With the increase of customer complaints, Xiao Zhang gradually realized how stupid his behavior was. In fact, things are far from as bad as imagined. If you listen carefully, things will be solved well.

On a snowy day, customer complaints happened again, and Xiao Zhang changed his usual attitude towards customers.

An old man with white hair walked into the shop. Xiao Zhang greeted him with a smile.

"The sphygmomanometer I bought in your store is broken, and I ask to change it for me." There is an angry expression on my uncle's face.

"Big ye! When did you buy it? " In the face of customers' complaints, Xiao Zhang still smiles.

"A year ago! I can't remember. " When the old man heard him call himself that, his anger subsided a lot.

"A year ago!" Xiao Zhang almost vomited blood. There is no reason to change what I bought a year ago, but Xiao Zhang controlled his emotions and then asked, "Grandpa! What happened to the sphygmomanometer? "

"That tied thing is loose, it won't help when it is used, and the gas can't get in." Grandpa told Xiao Zhang the details. Faced with this salesman with a good attitude, he gained a little trust.

"Then how much did you spend on the sphygmomanometer and what brand was it?" In order to solve the problem better, the salesperson asked in detail.

"At that time, you had a special price. I always spent 50 yuan. It was a jade rabbit." The old man tried to recall the situation at that time and wanted to tell the salesman more information.

"Jade Rabbit?" Xiao Zhang said in his heart that this brand store has long since been sold, and even if it is changed, it can't be bought. Xiao Zhang is silent at this time, and he hopes grandpa will continue to talk.

"I didn't change it. Help me fix it. I'm used to it. My son sent me another one in the United States, which is still a famous brand, but there was a little problem in the previous paragraph and I needed to change a part. I can't find the original one in China, so I haven't repaired it. " Only then did my uncle tell the salesman what he meant.

"Grandpa, it is like this. The brand you bought has not been sold in our store for a long time. I am really sorry! " The shop assistant knows the customer's intention and tells him the actual situation in the shop.

"What should I do? What a waste to buy a new one! " The old man began to worry, and his desire to repair the sphygmomanometer was shattered.

"Grandpa, don't worry. I remember there is a shop in North Street that specializes in repairing sphygmomanometers. Where are the original parts imported from America? Maybe the sphygmomanometer your son bought you can be repaired. Wait a minute, I'll write you the detailed address. " Xiao Zhang smiled and said to Uncle.

After a few minutes, Xiao Zhang gave the written address to Grandpa, who took it and left happily. Xiao Zhang looked at his back and smiled happily.

In the face of customer complaints, every salesman is a little timid. Whenever this time, he always feels that the "troublemaker" is coming again. In fact, when you listen carefully to your customers, you will find that things are not so difficult to solve. After all, there are still many reasonable people in the world.

When the customer said that he had bought it for a year, Xiao Zhang tried to control his emotions. If he is still the same as before, he will show impatience when he hears this and say, "There is still reason to return it after buying it for so long." Then the two sides will definitely break up in discord.

Xiao Zhang did not follow his own personality, but calmed down and listened carefully to the opinions of customers. In the process of listening, Xiao Zhang discovered that the customer's request is actually not high, just want to fix the sphygmomanometer.

Faced with this situation, he told his uncle the real situation in his shop and sincerely apologized for his powerlessness. Grandpa understands this situation, but this sphygmomanometer is a pity. At this time, Xiao Zhang remembered that there was a place dedicated to repairing sphygmomanometer. He gave the detailed address to the old man, so that both sides got their places. Why not?

[Skillful touch of gold]

God gave us two ears and one mouth to listen more and talk less. If you talk too much, you lose. The more you talk, the more loopholes you can let others catch. A clever salesman always has a good listening attitude, gets more information from listening, finds out the contradiction of the problem and solves the problem better.

With a good attitude, sales begin with listening.

Be sure to master the following mentality when listening.

First of all, you should listen from the customer's standpoint. Everyone has his own position and viewpoint, and thinking about other people's affairs from his own point of view, there are many things that are incomprehensible. Just like sometimes you do things that others can't understand. From another angle, the artistic conception you understand will be different. If you want to really understand other people's point of view, you must look at the problem from his standpoint.

Second, to make sure that you understand the other person's ideas correctly, you must repeat what the customer said, such as "Did you just say ……" To make the customer feel that you value him very much and that you fully understand what the customer said.

Third, be sincere when listening, and let the customer know that you really want to help him solve the problem.