Etiquette of visiting customers in business activities
(1) Important visits should be arranged.
In the process of visiting customers, in order to achieve the purpose of closing a deal, it is often necessary to communicate with customers three times and five times. In this process, if you have something important to communicate with customers, you must make an appointment in advance. Only in this way can the visit plan be carried out smoothly.
When making an appointment with a customer, there are generally two kinds of appointment times, one is the visit time decided by oneself, and the other is the time decided by the customer.
Custom visit time is arranged according to your own sales plan or visit plan, and most of them are determined. For example, consider visiting Company A. Because of the heavy traffic in the morning, the interviewee may be on a business trip and may decide to visit in the afternoon. And if you visit customer B, you know that the other party usually goes to the headquarters for a meeting in the afternoon, so it is better to visit in the morning. The time of this visit is your own decision, which is a problem that you can control more.
What is more troublesome is that the customer decides the time and talks about business activities. Generally speaking, most of them are accommodating to the wishes of customers, and it is impossible to set the time according to our position. Many times, although you have drawn up the visit schedule in advance, you still have to follow the time decided by the customer. Do you want to maintain it? Customer first? The principle of.
(b) Punctuality does not mean punctuality.
Punctuality does not mean punctuality. The ideal thing is to arrive fifteen minutes in advance. There is nothing wrong with visiting on time, but if the customer's watch is a little fast, that's not good, because the customer always relies on his own watch. Although the watch you are wearing is the correct time, you are already late.
Some eccentric customers think it is unforgivable to be late for an appointment, but when they arrive at the appointed time, they will get to the point immediately because they have no time to rest, which is too hasty.
Therefore, it is very reasonable to arrive fifteen minutes earlier than the appointed time, so that you can get a buffer and catch your breath. If the visitor before you leaves ten minutes early, your meeting time with the interviewee will increase by ten minutes.
(c) saving customers' time.
Everyone's time is a valuable resource. For your customers, they are almost all company executives, and time is more precious. You must save their time during the visit. Generally speaking, it takes no more than 1 minute to call to greet them, no more than 3 minutes to make an appointment, and no more than 5 minutes to introduce products or services. If you are negotiating with an important customer, the telephone call to establish a customer relationship should usually not exceed 15 minutes, otherwise it is no longer suitable for making a phone call.
(d) Spend time with decision makers.
The purpose of visiting customers is to reach an effective agreement with customers, and the decision-making power to reach an agreement is generally in the hands of decision makers. These decision makers mainly refer to the person in charge, chairman and general manager of the company. In this regard, at least you should find the relevant project leader and spend more time on who has the right to decide. Of course, the auxiliary role of other personnel is not ruled out, but the main energy should be placed on the decision-maker, so that the efficiency of the visit will be greatly improved.
Pay attention to customer visits in business.
1, make an appointment in advance, and don't be an unexpected guest.
When visiting friends, you must choose the right time and make an appointment in advance. This is the first principle of visiting activities. Generally speaking, when you decide to visit a friend, you should write or call to get in touch, agree on a meeting place and time that both parties think is more suitable, and tell the other party the intention of visiting. The language and tone of dating should be friendly, asking and discussing, and not demanding. In foreign communication, it is impolite and unwelcome to meet without an agreement. If you are in a hurry or have no prior agreement, but you have to go, you should try to avoid disturbing each other in the middle of the night; If you have to meet during the break as a last resort, you should apologize immediately when you meet the host and say? Excuse me, am I interrupting? , and explain the reason for the interruption.
2. Arrive as scheduled, and don't be a guest standing and talking.
The host and the guest agreed on a specific time to meet. As guests, they should keep their promises and arrive on time. You can't change the time at will, disturb the host's arrangement, and you can't be late and leave early. It is most appropriate to arrive on time. If you are late for some reason, you should apologize to the host. If you miss the appointment for some reason, you should explain it sincerely and tactfully in advance. In foreign communication, we should strictly observe the time. In some countries, the time of visit is usually divided in units of calculation. If the visit is 10 minutes late, the other party will refuse to meet. Being punctual for appointments is the basic requirement of international communication.
Be polite and don't be a rude guest.
Whether it's an office visit or an apartment visit, you should always stick to it. Does the guest listen to the host's arrangement? The principle of. If you visit the host's apartment, you should knock on the door or gently ring the doorbell before entering the host's apartment as a guest. You can only enter if someone answers or opens the door to make way. If the host opens the door to greet him personally, he should greet him warmly after meeting. If the host and wife get up and say hello at the same time, they should say hello to the hostess first. If you don't know the person who opens the door, you should ask: Excuse me, is this Mr. Wang's home? Get an accurate answer before entering. When the host introduces his wife or husband to the visitor, or introduces his family to the visitor, he should warmly nod or shake hands. When you meet the master's elders, you should respectfully inquire after them and greet other family members. What should the host say when he asks to sit down? Thank you? Sit in the seat designated by the host. When the host serves tea, he should get up and greet it with both hands and thank him warmly. Later guests should get up and say hello; When necessary, you should leave voluntarily. If you take a child as a guest, you should teach him to be polite and respect everyone in the host's family. If there are cats and dogs in the owner's house, don't show fear or disgust, let alone kick them away or drive them away.
Dress neatly and don't be a sloppy guest.
In order to show respect for the host, visitors should behave well and dress neatly. Wipe the soles of the mats before entering the house, and don't bring dirty things into the owner's house. You shouldn't take off your shirt and trousers when you enter the house in summer, and you shouldn't take off your hat when you enter the house in winter. Sometimes you take off your coat and scarf and don't say anything. Cold? , in order to avoid misunderstanding. Pay attention to hygiene in the host's house. Don't make the master's room smoky. Candy paper, peel and stone should be placed on the coffee table or in the peel box. People suffering from diseases, especially infectious diseases, should not visit relatives and friends. Dirty guests and sick guests are not welcome.
Be polite, speak appropriately, and don't be a vulgar guest.
The ancients said:? Those who enter their homes avoid it. ? It is often said that the host is diligent; Conversely, it can also be said that customers are popular. Don't take off your clothes and throw them around in ordinary friends' homes. No matter how close you are to your host, don't go through his letters and handicrafts. Don't go into the master's bedroom and library without the master's permission, let alone rummage on the table and lie on the bed. Guests should also pay attention to elegance in their sitting posture. When talking to your host, be sincere and natural. Don't self-righteous comment on the furnishings of the host family, and don't talk about the length and disappointments of the host family. When talking, if there is an elder present, listen attentively to the conversation of the elder, and don't interrupt or interrupt others' conversation casually.
6. Cherish time like gold, leave at the right time, and don't be a difficult guest.
Prepare to discuss things, what is the purpose of the visit, make plans in advance, and avoid running away during the visit? Marathon? If there is nothing important to discuss, don't stay too long or too late. It is advisable to stay for no more than half an hour. It is impolite to kill time unnecessarily in other people's homes. The purpose of the visit has been achieved. If the host looks tired, or wants him to be a guest or other guests, he should leave at the right time. If the host is sincere and insists on staying for dinner, stay for a while after dinner, and don't wipe your mouth and leave. Say goodbye decisively, no? Gone? I said it several times, but it didn't move. Say goodbye to other guests and thank the host for his warm hospitality. Please stay here after you go out. If you are interested in inviting the host to pay a return visit, you can send an invitation when shaking hands with the host. After coming out from the other company or home, don't whisper in the elevator and corridor on the way back to avoid being misunderstood.
Etiquette skills of visiting customers in business
First, a strange visit: listening
Marketer's own role: just a student and audience; Customer's role: mentor and speaker; Preparation: knowledge about the company and industry, product knowledge of the company and other companies, relevant information about this customer, the company's sales policy, extensive knowledge, rich topics, business cards and telephone books;
Visit process design:
1. Greeting: Before the customer (he) opens his mouth, greet him (her) in a friendly tone, such as? Good morning, Manager Wang! ?
2. Introduce yourself: clearly state the company name and your own name, and hand in your business card with both hands. After exchanging business cards with (him), thank the customer for taking the time to see himself; For example:? This is my business card. Thank you for taking the time to let me see you!
3. Narrator: Create a good atmosphere, so as to close the distance between each other and relieve customers' nervousness about strangers' visits; For example:? Manager Wang, I was introduced by Zhang Gong from your department. I heard him say that you are a very easy-going leader? .
4. The structure of the opening remarks: (1), proposing the agenda; (2) state the value of the agenda to customers; (3), time agreement; (4), ask whether to accept; For example:? Manager Wang, I'm here today to ask about your company's demand for * * products. By knowing your definite plans and needs, I can provide you with more convenient services. Our conversation only takes about five minutes. Do you agree?
5, clever use of inquiries, so that customers can say enough at once;
(1), design the problem funnel; It is the most basic sales skill for marketers to explore the real purpose of customer needs by asking customers. When asking customers, the questions should be gradually explored from wide to narrow. For example:? Manager Wang, can you tell us about your company's overall sales trend and situation this year? What are the key requirements of your company? Could you tell us about your company's demand for * * products?
(2) Combining the extended query method with the limited query method; Using the extended inquiry method can let the customer play freely, let him talk more and let us know more, while using the limited inquiry method, let the customer never stay away from the topic of conversation and limit the direction in which the customer answers questions. What are the problems that marketers often make when asking customers? Closed topic? . For example:? Manager Wang, how is your company's product demand plan submitted for approval? This is an extended query method; For example:? Manager Wang, some of the supply plans we submitted need your approval before they can be implemented in the following departments. This is a typical limited inquiry method. Moreover, marketers should never use closed topic-based questions to replace customers' answers, which will cause the dialogue to stop. For example, Manager Wang, the monthly sales of your products is about 60,000 yuan, right?
(3) Summarize and confirm the main points of customer talk; According to the main points you wrote down in the meeting, make a simple summary of what the customer said to ensure that it is clear and complete, and get the unanimous consent of the customer; For example:? Manager Wang, today is the time for me to make an appointment with you. I'm glad to hear so much valuable information from you today. Thank you very much What you said today is about two and three. It's about these, right?
6. At the end of the visit, agree on the content and time of the next visit; At the end of the first visit, the marketing staff should reconfirm whether the main purpose of this visit has been achieved, then describe the purpose of the next visit to the customer and agree on the time of the next visit. For example:? Manager Wang, thank you for giving me so much valuable information for so long today. According to what you said today, I'll make a supply plan and report back to you. Do you think I will bring you the plan next Tuesday morning?
The second visit: meeting customer needs
The role of marketers: expert solution providers or problem solvers; Function to customers: an industry authority that is constantly selected and recognized;
Preparatory work: sort out the relevant information provided by customers last time to make a complete solution or response plan, and master the company's product knowledge, related product information, business cards and telephone books;
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