(2) Improve products and services.

(3) Grasp customer satisfaction.

The course consultant should play the role of the audience first, and then be the speaker.

Second, learn to listen to the customer's conversation (1), let the customer finish, and don't interrupt each other.

(2) Try to observe the customer's feelings.

(3) Listen attentively and don't do irrelevant actions.

(4) Pay attention to feedback. Listen to the customer's conversation, pay attention to the customer's feedback, and verify whether you understand the customer's meaning in time.

(5) Don't mind the language and action characteristics when the customer speaks. Pay attention to the content of the customer conversation.

(6) Pay attention to the means of expression other than language.

(7) adapt the thinking speed to conversation. The speed of thinking is several times faster than the speed of speaking, so when listening to the conversation of customers, the brain should pay close attention to the work and be diligent in thinking and analysis.

(8) avoid silence.

Listening carefully is a catalyst to enhance your trust in customers. Only when the course consultant learns to listen to the customer's conversation can he really enter the customer's psychology, so as to establish mutual trust and tacit understanding.

Third, understand the subtext of "the price is too expensive" (1) One of the "subtext": the price is higher than others, and it is difficult to make a decision.

(2) The second "subtext": I don't know you, and the risk is too great. Think again.

(3) The third "subtext": What you said is not what I really care about.

Fourth, through the conversation to understand the customer's intentions (1) to judge others-jealousy.

(2) ambiguous people-like to cater to others.

(3) People who talk a lot want to make friends with you.

(4) people who avoid a topic-there are other purposes hidden in their hearts.

(5) people who judge others-more scheming. Salespeople should not listen to customers' assertions too much, but should be good at analyzing the mystery and not affect sales.

(6) people who maliciously accuse others-have a strong desire to dominate.

(7) People in have it both ways-it's easy to change their faces.

(8) A grouch-narrow-minded, unable to hold more things. Don't take their words to heart, just stick to the original plan.

(9) People who resort to tradition are conservative.

The verb (the abbreviation of verb) "speak" reveals the information of customers. When contacting with customers, course consultants must play the spirit of 12 and find valuable information from every sentence of customers.

(1) In a formal speech, the customer cleared his throat at the beginning. Which means he's a little nervous.

(2) People who keep clearing their throats and tone sandhi may have some anxiety.

(3) Some people have cleared their throats because they are still hesitant about the problem and need to continue to consider it.

(4) Deliberately clearing your throat is a warning to others and an expression of dissatisfaction.

Whistling is sometimes a sign of fashion or composure. Explain that the customer has a well-thought-out plan and shows full confidence. Salespeople should think about countermeasures to avoid falling into each other's trap.

(6) People who are dishonest in their hearts are hesitant in their voices, which is a sign of guilty conscience.

(7) customers who are despicable in their hearts have ulterior motives, so their voices are harsh.

(8) A pure-hearted customer speaks calmly and peacefully.

(9) People who are rebellious are often a little shy to speak.

(10) A person with deep pockets will have radical voices in his words.

(1 1) People who slander others avoid it, and those who lose their integrity hesitate.

(12) impetuous people talk endlessly.

Sixth, the voice interprets an expression in the customer's heart. Course consultants should not only pay attention to the superficial words, but also understand the voice-over of customers, so as to grasp the psychology of customers.

(1) If you are calm inside, your voice will be calm.

(2) Being pure in heart is refreshing, and being smooth is smooth.

(3) Most people who are fast are eloquent.

(4) Slow people are slower.

People's external voice changes with the change of their inner world, so it is said: "the dispute between heart and gas will change the voice."

Seven, look at the customer's personality through the voice (1) customers who are good at using respectful language. How fashionable and complicated.

(2) Customers who use more polite language. Open-minded and tolerant.

(3) customers who speak concisely. Generous, cheerful and generous personality.

(4) customers who gossip and talk nonsense. Sense of responsibility is not strong.

(5) Customers who are used to speaking in dialects. Emotional, especially emotional.

(6) customers who are good at comforting others. Quick thinking.

(7) Being a customer of a good teacher in conversation. Like to show off, enter their hearts and satisfy their psychology as teachers.

(8) wantonly denigrate other people's customers. Narrow-minded, in the process of contact, we must be good at covering up our talents and showing our ordinary side so as not to arouse the suspicion of the other party.

(9) sarcastic users. Such people are often hated by people around them.

"Attitude is everything", the voice determines a person's personality, and also determines how customers face salespeople and win big orders.

Eight, oral language to express customer psychology (1) "My personal idea is" "is it" "can it be" amiable, can be objective and rational, calmly analyze, and then make a correct judgment.

(2) People who often use popular words. Follow the crowd, like grandiose, lack of personal opinion and sense of independence.

(3) People who often use "so it is". Mostly shallow and ignorant.

(4) "absolute" people. The arbitrary character is obvious.

(5) People who often use foreign languages and foreign languages. Strong vanity, love to show off, love to brag about themselves.

(6) "I knew it" has a strong desire for self-expression.

(7) "This …" "That …" and "Ah …" are all words and deeds carefully.

(8) "Sure enough" people. More self-righteous, emphasizing personal views.

(9) "actually" people. Strong desire for expression, hoping to attract the attention of others.

(10) The potential desire of "What happened last" is not satisfied.

(1 1) "I ..." Look for opportunities to emphasize myself to attract others' attention.

(12) people who emphasize words like "truth". lack confidence

(13) You should, you can't and you must be autocratic, stubborn and arrogant, but you are full of confidence in yourself.

(14) People who often use local dialects and lack self-confidence and rationality. Strong self-confidence and personality.

(15) "I want", "I think" and "I don't know" are simple, impulsive and emotionally unstable.

Spoken language is formed by long-term and high-frequency use, which has distinct personal characteristics and is the oral embodiment of a person's inner character.

Nine, master the patience to listen to the trilogy (1) and listen with enthusiasm and responsibility. A good listener listens to the content with his ears and listens to his emotions more attentively.

(2) Avoid unnecessary interference when listening.

(3) Be an active listener. Actions speak louder than words, and actively listening to the other person's speech is actually expressing your respect for others in silent language. To be a good listener, we will not only win the praise of customers, but more importantly, win the hearts of customers.

In the process of face-to-face consultation, many people can't make a good impression because they never or don't want to listen. Therefore, practice the basic skills of "patient listening" in daily work. Remember, no matter where the customer comes from, you should listen attentively.