Three Core Skills In Sales Communication

First, tell him the advantages.

In Maslow's hierarchy of needs, the need for respect is a higher level of needs. Everyone needs to be respected, recognized and praised by others.

Respect and recognition are two ways. Sales staff want to win the respect and recognition of customers. First of all, they should show respect and recognition to customers.

No matter the status, the size of the achievement or the amount of income, each individual has its own advantages. This requires the salesperson to have a meticulous observation to find the advantages of the customers and to inform the customers in good faith.

When doing research on wooden flooring, a feature was found. After customers enter the shop, they first inspect the samples in the store quickly, and then they will touch the floor when they are satisfied.

"Your hands are very well maintained!" (for female customers)

"You have a good eye. You can see the best seller in our shop at a glance!"

The customer's outer dress and aesthetic taste have advantages. If he finds out, tell him.

In communication, the information displayed by customers also has advantages.

Customer: "is this kind of floor slippery for you? There are elderly people at home."

Shopping guide: "you have too much filial piety, your old man is really happy! There are elderly people in the family. The floor must be considered skid resistance and feet feel better."

(customers buy floors, consider the safety of the elderly, indicating that customers are filial piety, tell customers the advantages, and then tell the product selling point, will be half done twice.

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Customer: "what level of environmental protection is this floor?"

Shopping guide: "you are really professional. As soon as you hear it, you know that you are an expert in wood flooring. The environmental grade of this floor is E0 grade, which is lower than that of tap water." (general customers are concerned about environmental protection, but when asked, do you ask this floor for environmental protection?

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The advantage of telling customers is that they are demonstrating their position, they are very attentive, and they value your customers.

Telling him his strengths can weaken his guard mentality and reduce his provocative nature.

Two. Agree with him.

In the process of communication, customers will have their own opinions, and customers' opinions are right or wrong.

Some shopping guides can't tolerate customers' erroneous or extreme views. They always want to argue with customers. Even if you win the debate, you lose the customer.

Customer: "the icon is the old brand, that is, the price is high!"

Shopping guide: "should you decorate several apartments? It is very concerned about the flooring industry. It is estimated that you know a lot about the floor, and buying floors will never be blind.

The icon has been selling for the first time in 14 consecutive years, relying on the purchase of quality and customer recognition.

(customers say that the icon is an old brand, which shows that the customer has paid attention to the floor, not blindly buying, which is the advantage of the customer and told him without hesitation.

The holy image has always been the first and the quality of course is not.

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It is skill to dissolve objections while we identify our views.

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There are also techniques.

Customer: "the icon is the old brand, that is, the price is high!"

Shopping guide: "yes, cheap goods are not good, good goods are not cheap!" (although they agree with customers' views, they are very stiff, which is hard for ordinary people to accept).

Customer: "you can only wear 6000 turns, others can wear 10000 turns, do you not wear this floor?"

Shopping guide: "I was the first time I met such a professional customer of yours. The higher the wear resistance, the more weary the floor.

Do you buy Household flooring or commercial flooring? "Many customers will be influenced by other brands, focusing on one parameter and ignoring the overall performance, but they can not directly tell customers that your views are wrong.

Instead, it is a circuitous guide to explain why it is 6000 instead of 10000.

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A customer is a product expert whose views can not be all correct.

Correct praise and erroneous views should be identified first. First, we should reach agreement with customers, reduce provocative behavior and then turn around.

The heart of the paction is urgent and understandable, but there must be a way to communicate with customers. Although the straight line response is time-saving but not easy, the effect is greatly reduced, so we must develop a way to express the curve.

Three, to break down his doubts.

Most shopping guides are afraid of customers' problems. They always talk about one person and do not give customers the chance to ask questions.

Information interaction and collision can reach agreement.

To avoid problems, we must first have confidence in enterprises, products and ourselves, and not be afraid of customers' questions.

The unprofessional nature of customers leads to vague problems.

In the face of customer queries, first of all, we need to help customers confirm whether you are asking this question. What is the purpose of the question?

Customer: "do you have very few floor styles?"

Shopping guide: "do you mean less color or less specifications?"

Customer: "is this floor not suitable for light room?"

Shopping guide: "do you mean living room, bedroom or study?"

To dissolve the objection of customers is to excavate the original intention of customers, but to help customers sort out their own problems.

Vague questions are the most difficult to answer. After clarifying the questions, we can effectively answer them pertinent and satisfy the customers.

The combination of these three core skills will make communication more smooth, the customers resonate unconsciously, and finally reach sales.