Customer communication skills, we must study the customer's mentality, in order to better penetrate into the customer. Communication skills with customers are not entirely won by mouth, but more importantly, an understanding. Let's share customer communication skills with you.

Customer communication skills 1 Pay attention to personal manners.

The most important thing to communicate with customers is to pay attention to personal manners. Because your personal behavior does not fully represent yourself, it represents the image of the whole company. A polite and well-spoken business elite will give customers a unique feeling and strengthen their trust in your company, so cooperation between the two sides will be easy to achieve.

Learn to figure out the psychology of customers.

Shopping malls are like battlefields, so it is not easy to deal with customers. Because customers are all kinds, you don't know who your opponent will be in the next second. Therefore, when communicating with customers, we should try to figure out the customer's psychology from the customer's words and try our best to achieve the expected purpose.

When communicating with customers, you should know how to sell your products.

When communicating with customers, you should know how to sell your products. You don't have to make your product different, but you must highlight the characteristics and advantages of your product. Eloquently promote your products, so that customers will finally like your products, which is the ultimate goal.

Communicate with customers in good faith.

Honesty is the basic principle of business operation. Regardless of the size of the business, we must be honest, so that we can go on the road of doing business with a clear conscience. Therefore, communication with customers also requires integrity. Let customers deeply feel your sincerity, which is an important prerequisite for maintaining long-term cooperative relations with customers.

Communicate with customers with substance in words, grasp the key points and communicate euphemistically.

Communicate with customers with substance in words and grasp the key points. Explain clearly what you want to express to your customers. When communicating with customers, you must be organized and unhurried. Don't panic when you disagree with your customers, explain your views euphemistically, persuade your customers skillfully and reach an agreement. Establish a perfect cooperative relationship.

Communicate with customers and introduce your company's development potential.

Communicate with customers and introduce your company's development potential. You can introduce your company by stating facts. Let customers know about the company's development prospects, and let them have enough confidence to establish long-term cooperative relations with your company.

Customer communication skills 2 9 Get the "negotiation skills" of customers.

1, determine the negotiation attitude

In business activities, there are all kinds of negotiating partners, so we can't treat all the negotiations with the same attitude. We need to decide the attitude we should adopt in the negotiation according to the importance of the negotiation object and the negotiation result.

If the object of negotiation is very important to the enterprise, such as a big customer with long-term cooperation, and the content and result of this negotiation are not very important to the company, then you can negotiate with a concession mentality, that is, to satisfy the other party without causing too much loss and influence, which will be more powerful for future cooperation.

If the object of negotiation is very important to the enterprise and the result of negotiation is equally important to the enterprise, then we should adopt a friendly and cooperative attitude, try our best to achieve a win-win situation and transfer the contradictions between the two sides to a third party. For example, if there are contradictions in the division of market regions, then we can suggest that the two sides cooperate or help each other to develop new markets, expand the regional area, and turn the opposing competition in negotiations into cooperation.

If the negotiation object is not important to the enterprise, but the negotiation result is important to the enterprise, then participate in the negotiation with the attitude of active competition, regardless of the negotiation opponent, and be completely guided by the best negotiation result.

2, fully understand the negotiating opponent.

As the saying goes, know yourself and know yourself. This is especially important in business negotiations. The more you know your opponent, the more you can take the initiative in the negotiation. When you know your opponent, you should not only know his negotiation purpose and bottom line, but also know his company's business situation, industry situation, negotiator's personality, his company's culture, his habits and taboos.

This can avoid many conflicts in culture and living habits, which will create additional obstacles for negotiations. At the same time, there is a very important factor to understand and master, that is, the situation of other competitors.

3. Prepare multiple sets of negotiation plans.

The preliminary plan put forward by both sides of the negotiation is very beneficial to them, and both sides hope to gain more benefits through negotiation. Therefore, the outcome of the negotiation will definitely not be the original proposal put forward by both sides, but the result of negotiation, compromise and flexibility.

In the process of push and pull, it is often easy to lose the original will, or be misled by the other party. At this time, the best way is to prepare more sets of negotiation plans. Come up with the most favorable plan first, come up with the second plan before reaching an agreement, and come up with the second plan before reaching an agreement. Even if we don't take the initiative to come up with these plans, we can know in our hearts whether the compromise with the other party deviates from the framework we set at the beginning, so that we won't find our concessions beyond the expected scope after the negotiation.

4. Establish a harmonious negotiation atmosphere.

At the beginning of the negotiation, it is best to find some places that both sides agree with and express them, leaving the other side with a subconscious mind more like a partner. In this way, the next negotiations will be easier to progress in the direction of reaching an understanding, rather than tense confrontation. In case of deadlock, we can also take out our mutual knowledge to enhance our confidence and resolve our differences.

You can also provide some business information that you are interested in, or simply discuss some irrelevant issues. After reaching an understanding, both sides will have wonderful changes in their hearts.

5. Set the negotiation forbidden zone.

Negotiation is a very sensitive communication, so the language should be concise and avoid words that should not be said, but in the difficult and long negotiation process, mistakes are inevitable. The best way is to set in advance what are the forbidden areas in the negotiations.

Which topics are more dangerous, which actions can't be done, the bottom line of negotiations, and so on. This can avoid falling into the trap set by the other party in the negotiation to the maximum extent.

6. Refined verbal expression

In business negotiation, you should avoid using loose language or casual language style, and try to make your language concise, otherwise, your keywords are likely to be drowned in lengthy and meaningless language.

If we put a pearl on the ground, we can easily find it, but if we pour a bag of gravel on it, it is difficult to find the pearl. Similarly, we humans receive external sound or visual information with the following characteristics:

At the beginning, attention will be more and more dispersed with the increase of received information. If it is irrelevant information, it will be ignored.

Therefore, when negotiating, the language should be concise and targeted, and strive to make the other side's brain express its information clearly in the best state of receiving information.

Here, we should distinguish between composure and procrastination. The former is that although the language expression is slow, the words are carefully scrutinized and there is no nonsense, and this speed of speech is also conducive to the other party's understanding and digestion of the information content. During the negotiation, the author highly praised this expression. In the negotiation, trying to hold the other side down with glib words and aggressive momentum is often counterproductive, and most of the results are not ideal.

Step 7 make soft nails

Although commercial negotiation is not much better than political and military negotiation, the essence of negotiation is game, confrontation and gunpowder.

Therefore, in business negotiations, both sides should smile when they encounter differences, and the language should be euphemistic and tit-for-tat, so that the other side will not start instinctive hostility in their minds, making it difficult for subsequent negotiations to reach a deadlock.

In business negotiations, you don't slip your teeth, but you will take the initiative if you seize the momentum of others. On the contrary, you can restrain your opponent in a way that your emotions are not guided and your thoughts are not understood by him. The softest person lives forever, and the most rigid person is fragile. If you want to be an expert in business negotiation, you must be a wimp.

8, curve attack

Sun Tzu said, "A detour is a straight road", and General Clovis also said, "The shortest road to the destination is the most tortuous road". It can be seen that if you want to achieve your goal, you must make a detour, otherwise it will only arouse the vigilance and opposition of the other side.

You should lead the other person's thoughts into your own encirclement, for example, by asking questions, and let the other person take the initiative to tell you the answer you want to hear. On the contrary, the more eager you are to achieve your goal, the more likely you are to expose your intentions and be used by the other party.

9. Negotiation is won with your ears, not your mouth.

In negotiations, we often fall into a misunderstanding, that is, a proactive thinking consciousness, always talking, always trying to suppress each other's words, always trying to instill more ideas into each other, thinking that we can take the initiative in negotiations.

In fact, in this competitive environment, the more you talk, the more repulsive the other party will be, and the less you listen, the less you enter. And talking too much will occupy the total conversation time, and the other party will have a lot to say. The result of being suppressed is that it is difficult to compromise or reach an agreement.

On the other hand, let the other person say what he wants to say. When he says everything that depresses his heart, he will be like a deflated ball and his spirit will decline. Then you fight back, his opponent has no tricks. More importantly, being good at listening can discover the real intention and even flaws of the other party from their words.

Skills of communicating with customers 3 Eight skills of communicating with customers

1, don't be too enthusiastic

Excessive enthusiasm is usually unpleasant. When communicating with customers, try not to say anything too straightforward like "What do you want to buy". Especially when customers just come up, because many people come to you because they haven't made up their minds, they ask customers, "Do I have to buy your things to talk to you?" Can't I just ask? Or you might think, "I still have a lot of questions to figure out. Why is this seller so impatient? "

In fact, when communicating with customers for the first time, the owner can not mention shopping. If the customer needs it, of course he will tell you. At this time, timely follow-up is what the shopkeeper needs to do. When chatting with customers online at the beginning, a moderate amount of enthusiasm and sincerity is enough. Here's an example.

take for example

Customer: "Hello, are you there?"

Seller: "Good morning, thank you for waiting." Even if you answer right away, you should say so. )

Customer: "I think the XX goods in your store are very beautiful."

Seller "Thank you for your compliment. This product is very popular in our shop. You have a good eye. Turn the initial "you" into "you" quietly, and close the distance with customers. )

Customer: "I want to visit more." Have you got all your goods? "

Seller: "Of course, you can contact me at any time if you need it." At the end of the communication, "you" is more formal to the customer. )

Customer: "See you later."

Seller: "See you later." (Be sure to add customers as friends. )

2. Don't hide the defects.

Every customer believes that there is no perfect product. If the shopkeeper only mentions the advantages of the product from beginning to end, but not the disadvantages of the product, then your product will not be beautified in the hearts of customers, but will cause more doubts.

In order to dispel customers' doubts, shopkeepers can take the initiative to talk about some small shortcomings of products. When talking about these shortcomings, you must be serious and make customers feel that you are sincere enough, but these shortcomings must be acceptable to the other party. For example, "the design and quality of this product is first-class in China, but it is not as good as foreign products in appearance." It is precisely because of this that our price is nearly 1/3 lower than that of foreign products. "

After the owner takes the initiative to talk about product problems, customers will feel that you are more trustworthy. This practice will often make those rational or critical customers feel good about you soon, and then communication will be much smoother.

3. Don't be too utilitarian

Although the ultimate goal of communication with customers is to successfully sign the bill and win profits, we should not always think about profits in the process of communication, but communicate with customers with the mentality of making friends.

In the process of communicating with customers, whether through email or online chat, we can't approach each other just to get customers to place orders. Serious and utilitarian communication process will only make customers feel pressure and disgust, but it will not achieve the purpose of communication. You can talk more about things in life or topics that customers are interested in when negotiating with customers, so that customers can like your people first, then guide customers to like your products, and finally become your loyal customers.

4. Sellers should have a bottom line.

Don't think of yourself as a seller, give them reasonable suggestions from the customer's point of view, and recommend the most suitable but not the most expensive products to customers, so that customers can easily agree with your suggestions and reach a deal.

However, caring doesn't mean that you have to indulge customers blindly. Sellers have their own bottom line. For those customers who make unreasonable demands, don't ignore them or be sarcastic, but gently explain why the transaction can't be done. Sometimes excessive accommodation will make customers feel that the quality of your products may be problematic.

5. Show sincerity and professionalism

Communication for the purpose of trading is originally a process of trying to figure out the psychology of the other party and letting the other party accept their own opinions, which is true for both buyers and sellers.

Most customers have a natural distrust of sellers who are businessmen. Therefore, in communication, you must let customers feel your professionalism and sincerity. The negative mood of customers has nothing to do with the price to a large extent. What customers hate most is to buy high-priced and high-quality things and feel cheated by the merchants.

6. Let customers take the initiative.

Whether to buy or not is the biggest right of customers, and all businesses that want to make decisions for customers are very stupid. Shoppers who want to buy things online should satisfy not only their actual needs, but also their curiosity.

Shopkeepers must create conditions for customers to make happy purchase decisions, rather than relying on sweet words to make customers make such decisions after being confused. Otherwise, after customers calm down, they will feel cheated by you and stop patronizing your micro-store.

7. Find the same topic.

From a business point of view, how to get familiar with a stranger quickly until some kind of trust is established? Building a good relationship requires communication skills. So we should use all the information to quickly find the same topic as our customers. We can find out customers' interests and talk about topics of interest by studying customers' online names, customers' personal data and customers' past shopping records, so it is easy to form a * * * sound with customers, and customers will be easy to accept when shopkeepers introduce their products.

8. Don't argue with customers.

The purpose of opening a shop online is only to sell things, as long as you sell your own goods. When the two sides disagree, we should accept the customer's point of view rationally. Even if we disagree, there is no need to embellish and argue with them. The most important thing in business is harmony. There is no friendship in business. One more friend means one more potential customer. If you don't agree to argue with the customer, you will get the upper hand, win the argument and eventually lose the customer.