Precautions for sales staff:

1) I have deep confidence in the products I market. No matter what the result is, you must first agree with the product before you can sell it;

2) Salespeople should know the truth of "putting their own life behind them", and after being discouraged, they should quickly summon up the courage to start over. This kind of setback is also a once-in-a-lifetime opportunity to hone, and it is not a blessing; 3) Grasp your own mentality and don't be impatient:

Basic marketing process

Familiar-follow-up-negotiation-transaction.

It is not normal to finish the whole process overnight. Meeting customer obstacles is the first step in marketing. When encountering obstacles, we should take it as a test and build up self-confidence.

-do a good job in the service after the first signing of the bill, and lay the foundation for the next cooperation.

-Diligence: A, the brain is diligent. B, the legs are diligent. C, comprehensively improve the personal quality in advertising, industry and marketing.

Ways to win customers' favor

(A) clever use of language skills

1. The language should be gentle, the intonation should be deep and clear, the speech speed should not be too fast, the voice should not be too low, and the other party should hear it.

2. Use the mystery of pause

3. The sentence must match the expression.

It is difficult to generate motivation just by talking with your mouth, so you must speak with your mouth, eyes and heart.

When talking about key issues, we should emphasize the tone to remind each other.

6. Pay attention when talking to customers.

(2) Make and answer calls correctly, quickly and carefully.

1. When the phone calls, hear the bell, run to answer it, and take off the receiver before the third bell rings. Say hello before you speak, and report your situation to the company and departments.

Listen carefully when the other person is speaking and write down the main points. When you can't hear clearly, tell each other in time.

Keep the phone short and to the point, and don't chat on the phone.

3. When answering the phone, ask the name of the other party's unit and its subordinate departments, and provide convenience for the designated receiver when transferring the phone. To prevent disconnection,

Tell the other party your current phone number before transferring money, and tell the other party that if you lose it, you can let the customer call directly.

When you judge that you can't handle an unspecified phone call, you can tell the other party frankly and give it to someone who can handle it immediately. Before handing it over, you should simply tell the recipient what the other party said.

Don't make personal phone calls during working hours.

6. Don't speak too loudly, just let the other person listen clearly, otherwise the other person will feel uncomfortable and affect the work of others in the office. Don't use hands-free calls.

7. When the person the other party is looking for is not here, please don't pass the message casually without knowing the other party's motives and purposes. Don't tell the destination of the designated recipient without authorization.

8. When you meet a visitor on the phone, in principle, you should entertain the visitor first. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait for a while and then continue the call.

9. When communicating by telephone, repeat the main points and reconfirm the number, date, time, company name, customer name, etc. In order to avoid mistakes.

10. If the other party directly asks the whereabouts of the boss without giving his name, he should politely ask, "Who's calling, please?"

1 1. Tell the guest that there is a phone call. If there is something urgent to convey, it is best not to convey it orally. You can use a note to convey a message, which can not only avoid revealing secrets, but also avoid embarrassment and unhappiness caused by interruption.

12. If you meet someone who dialed the wrong number, don't yell at them or hang up, but politely tell them that they dialed the wrong number. On the contrary, if you have the wrong number, you should apologize to the other party immediately.

13. If the phone suddenly breaks down and the call is interrupted, you must call the other party with another phone at this time and explain it clearly to the other party.

14. Finally, say goodbye politely and thank you. Wait for the other party to cut off the phone, and then put on the receiver.

(3) Listening skills

1. Active listening: a. Listen from the other side's position; B. Be able to confirm that what you understand is what the other party said; C. listen to each other sincerely and intently; Nod at the right time.

2. Listening skills: a. Cultivate a positive listening attitude; B. let the customer finish his sentence and write down the main points; Don't interrupt the customer's speech. C. keep an objective and open mind. D. Don't show a defensive attitude towards what customers say;

E. When visiting customers, try to bring him positive information that can bring him benefits, so as to arouse his interest and curiosity. In this way, customers will be very excited every time they see you, and it will be relatively easy for you to get in touch with customers.

The customer has the customer's position, and he may not tell you what he really thinks. He may find excuses or false reasons to prevaricate, or make a diversion for other purposes, or have other secrets that are inconvenient to tell. Therefore, you must listen to the real thoughts of customers as much as possible.

3. Nod: One of the best ways to show that you are paying attention to others without words is to nod. 4. lean forward: if you don't want to end the conversation during the customer's conversation, then you should lean forward slightly to let the customer know that you are interested in what he said.

(3) Grasp the real thoughts of customers and ask yourself questions.

1. First of all, what is the customer saying? What does this mean?

2. Is he talking about facts or opinions?

3. Why did he say that? What she said is based on her own experience or what she heard from others.

Can I believe what he said?

From his conversation, can I know what his needs are?

6. Can I know what he wants from his conversation?

(4) Sincere praise

1. A sincere compliment is not a flattering compliment.

2. Indirectly praise customers

3. Praise should be enthusiastic and specific.

4. Praise should be generous and decent. For young people, the tone can be exaggerated; For the venerable elders, the tone should be respectful; Be frank with people with quick thinking; Try to make it clear to those who have doubts. 5. Praise should be realistic and not exaggerated.

(5) Give the other person a sense of self-esteem.

Asking customers for advice sincerely is the best way to make them think that they are an important person in your mind. Since you value him so much, he won't really let you down.

(6)

Body language is a permanent way of communication without oral language. Your body language can express your feelings and thoughts without saying a word.

How do we get information from others? )

≤ 55% The information people get from others comes from their body language.

≤ 38% of the information comes from the tone of the other party's speech.

7% or less information comes from the other party's oral language.

In fact, the information conveyed by people's body language is more convincing than what they say. You can read the client's body language and successfully use your own body language, which is one of the cheapest but most effective skills you have. Body language mainly includes the following aspects: eyes. Facial expression. Body posture and movements. Gestures. Physical contact. The distance of the body.

(7) eye contact

Eye contact: Eye contact can not only let us hear what the customer says, but also understand his feelings. Effective eye contact can be achieved by gently placing the focus of eyes on the customer's face.

In conversation, eyes should be sincere, focused and gentle.

Learn to express your concern and appreciation with your eyes, learn to communicate with customers with your eyes, and let customers see confidence, sincerity and enthusiasm from your eyes.

Research shows that whenever people realize that someone else's face will show some feelings, they will stop eye contact and look away. But when you associate with a troublesome customer, this natural reaction of not wanting to disturb and embarrass others is not appropriate. Don't look away to give the impression that you care. Instead, keep eye contact. Doing so will give the impression that you really want to hear what the customer has to say, which usually makes him feel better. Show sympathy and patience.

(8) smile:

Your facial expression is like a billboard, which can let people around you know that you are happy, sad and excited.

I suggest that you try to smile at your customers, so as to get rid of their strangeness, let both sides open their hearts, the strangeness will disappear, and communicate with each other at a certain point (try to make customers laugh). It can also reduce nervousness, including adding a smile to your voice when you are on the phone.

Gesture: This is the natural way to express your feelings when you speak. Some people gesture as soon as they speak, as if they were conducting an orchestra. We need to recognize two gestures:

1. Use hands and other objects to express. Refers to those gestures that can clearly provide you with customer emotional information by relying on certain props. These gestures include:

A, put the cap on the pen and put it in your pocket: this action indicates that you are ready to end the meeting or conversation.

Tap the table with your finger: this indicates impatience or disappointment.

C. Keep clicking on the ballpoint pen: This action can have two different meanings: one means that the customer is uncomfortable; The other is that customers are lost in thought and observe other body language signals to decide which one is appropriate at that time.

D, shake the change in your pocket: this action usually means: I am in a hurry, I have to go!

2. Simply expressing by hand means not using props. These gestures include:

A, open hand posture (five fingers extended, four fingers together) This posture is used to express an instruction, which means inviting to go in a certain direction or look in a certain direction. The gesture of opening your hand is also a more polite and elegant way to point to a person or object.

B, the gesture of hands folded (stretching out a finger) uses this gesture to convey an instruction, which is interpreted as an order, not an invitation.

C, the gesture of propulsion When you are caught in a traffic jam on the road, you will see this gesture in the rearview mirror. They are usually expressed very clearly and need no further explanation.

Overexpression: If you want to know the most and make full use of gestures, then look at the commercial advertisements for car dealers during the movie at night. In the advertisement, those car dealers waved with a big, unnatural and distracting gesture when they spoke, making it difficult to notice what they were saying.

Lack of expression: the obvious lack of gestures will distract people, just like they are waving around like octopus. Many people are very unnatural when using gestures. They always put their hands behind their backs and in front of them, or put their hands near their sides.

Where the hand goes, the arm follows. People in many countries, such as Italians, always naturally use large-scale hand and arm movements. People in other countries, such as the Japanese, like to keep their arms and hands small and seldom use gestures. In fact, it is considered impolite to use hand and arm gestures in Japan to a large extent. Therefore, we should grasp the scale when using gestures.

(10) Behavior, sitting posture, knocking at the door (external factors of image, first impression)

1, the staff must be dignified and tidy.

A. Hair: Hair should be washed frequently and kept clean, and the hair of male employees should not be too long.

B. nails: nails should not be too long and should be trimmed frequently. Female employees should wear colorless nail polish.

C. Beard: You can't grow a beard, you should trim it frequently, and it is best to shave it every day.

D. Oral cavity: Keep it clean, and try not to eat food with bad smell or drink alcohol before going to work.

E. The makeup of female employees should give people a clean and healthy impression. They shouldn't wear heavy makeup, and they shouldn't use strong perfume.

2. The clothes in the workplace should be clean.

A. shirt: no matter what color, the collar and cuffs of the shirt must not be dirty.

B tie: wear a tie when going out or appearing in front of people, and pay attention to matching it with suits and shirts. Ties must not be dirty, damaged or skewed.

C shoes should be kept clean and repaired in time if damaged. Spikes and sneakers are not allowed. Men should wear lace-up shoes on formal occasions, and women should not wear sandals without heels at work.

D. female employees should keep their clothes elegant and decent, and should not be too gorgeous. In summer, women are not allowed to wear collarless and sleeveless clothes, nor are they allowed to wear navel-revealing clothes and exotic clothes. Men are not allowed to wear shorts and sandals in summer.

E employees should not wear overcoats or excessively bloated clothes when going to work.

3, standing posture: two feet and two feet follow the ground, the toes are about 45 degrees, the back is straight, the chest is natural, the neck is straight, and the head is slightly downward, so that people can see your face clearly. The arms are natural, not shrugging, and the body center of gravity is between the feet.

4, sitting posture: after sitting down, try to sit up straight, legs parallel, do not arrogantly stretch forward or backward, and do not look down at the front. When you want to move the chair, you should put it in the right place before you sit down.

5. Courtesy of entering and leaving the room: When entering the room, you should gently knock on the door and enter after hearing the answer. After entering the door, close the door and don't be rude. After entering the room, if the other person is talking, wait for a while, don't interrupt halfway, and if there is something urgent, seize the opportunity to say, "I'm sorry to interrupt your conversation."

6. When submitting things, such as business cards and documents, you should pass the words to the other party.

7. Walk lightly when walking through passages and corridors.

8, answer the phone, it should be in the seat.

(1 1) shake hands: shaking hands can make two strangers establish friendship immediately.

1. When shaking hands, stand in a normal posture and look into each other's eyes. When shaking hands, keep your back straight, don't bend over, be generous and enthusiastic, and be neither humble nor supercilious. When reaching out, the same sex first reaches out to the person with low status or younger age, and the opposite sex first reaches out to the man.

2. The correct handshake should be quick, but it should be strong and enthusiastic at the moment of handshake.

3. Shaking hands is the most common etiquette. The gesture, strength and duration of handshake can express different emotional information.

4, palm straight, slightly hard, indicating equality and respect;

5. The palm is soft and humble, and the younger generation should adopt this method;

6, palm down is more arrogant, rude and unpopular; Usually not.

7. Hands folded and clasped, sincere and enthusiastic;

8. To show enthusiasm, you can shake hands tightly for a long time and shake them up and down a few times.

9. Look directly at each other when shaking hands.

10. The order of shaking hands.

A. If the other person is an elder, a distinguished guest or a lady, it is best to wait for the other person to reach out before shaking hands with him. Women don't reach out and shake hands, but men can nod and bow.

B. When the elders and distinguished guests reach out to you, you'd better step forward quickly, hold each other's hands with both hands and lean forward slightly, which is a sign of respect for each other.

C. the handshake time should not be too long or too short.

D. Before shaking hands, men should take off their gloves and hats.

E. When shaking hands, you must use your right hand (unless your right hand is injured). It is not appropriate to shake hands with others with your left hand. Under special circumstances, shake hands with your left hand and explain or apologize.

(12) Ways and means of introduction and introduction:

1. No matter what form, relationship, purpose and introduction method, you should be responsible for the introduction.

2. In the case of direct face-to-face introduction, first introduce people with low status to people with high status.

When introducing a person to many people, you should first introduce the person with the highest status, or introduce him as appropriate.

When introducing men and women, you should introduce men to women first.

Say thank you anytime. Thank you is not only a polite expression, but also a bridge to communicate with people.

(14) Greetings are the lubricant of conversation, the cornerstone of building interpersonal relationships, and the behavior of showing concern for each other. Greetings can make customers have a sense of identity and meet the requirements of human affinity, so targeted greetings are the key to good or bad interpersonal relationships, so special attention should be paid to them. Learn to greet customers, especially when they are sick or frustrated, and give them the most sincere greetings.

(15) Before ending the communication, consciously repeat the customer's requirements and intentions with the customer to ensure the communication quality. Can accurately understand the customer's intentions.

Improve the skills of some customers who cut into the market

1, cut-in time:

A. Appropriate negotiation time: pleasant, free and normal business reception time.

B, not suitable for negotiation time: in a bad mood, having a meeting, busy with business, answering the phone and having important guests.

2. Cut-in mode:

First, introduce yourself:

B, open the way with magazines:

C, point out the customer's interest in the advertisement:

D, ask first:

E. distribute small gifts: invitations.

F, compliment:

The above methods will impress advertisers and make advertisers interested in chatting with you.

-How to get involved in advertising business after approaching advertisers;

A. detour method:

B. direct participation:

C. Pay attention to the first impression when cutting in.

Induce advertisers to carry out advertising activities;

1, advertising negotiation principle

A. never argue with advertisers.

B, build your self-confidence.

C. control the direction of negotiations.

D, choose the right time and make the final decision.

Maintain a friendly negotiation atmosphere.

2. Basic principles of induced behavior

Win the trust of customers: trust the company and trust colleagues.

3. Several inductive methods

A get through the customer's ideological barriers.

B. Make effective, sincere and credible advertising suggestions according to the customer's situation.

Use eager, firm and emotional tone in negotiation.

Repeating advertising suggestions, but changing behavior or language expression is different.

E urges customers to make decisions spontaneously.

F through the comparison of advertisements of customers' peers, let advertisers be tempted to place advertisements.

G logical reasoning: (syllogism a-b, b-c in logic, so a-c)

H for example.

4. improvise in the negotiations

Ignore customers' shouts or jokes.

B break up and retreat in time. C. accept opinions and act quickly (i.e. sign a contract)

D respond to false words in time.

Ease the atmosphere

F talks about the topic of G transformation in detail.

H external interference: if the customer is in a hurry, he should break up immediately and make an appointment to talk again: if the customer answers the phone and communicates again, you should repeat the topic before the phone call.

I know the customer's emotions.

How to win difficult customers

If the following reactions occur, there are six steps to help you get through the difficulties of dealing with difficult customers.

√ Tighten neck and shoulders.

√ cringe at the sound of customers.

√ Afraid of the phone ringing

have a headache

get angry

Rude or rude.

Raise one's voice unnecessarily

A blunt tone

Skin color mutation

√ Moore

These six steps are as follows:

Step 1: Let customers vent.

When customers are upset, they want to do two things: first, they want to express their feelings; Second, we want to solve their problems. The customer's anger may be very strong, and he will vent it on whoever he meets. Some salespeople regard this venting of customers as a waste of time because they are eager to solve the problem. However, it is difficult to try to solve the problem without first understanding the customer's feelings. Only after customers vent their anger will they listen to what you have to say.

Shut up.

When customers with problems are venting, nothing annoys them more than telling them to calm down. If you try to stop customers from expressing their feelings, you will make them angry. The best way is to keep silent, instead of interrupting the customer's venting and making things worse. The following sentence patterns should be avoided:

You don't seem to understand.

You must be confused.

you must

√ We won't, we never will, we can't.

No , you 're going the wrong way.

This is not our policy.

Although you don't want to interrupt customers when they are venting, you definitely want them to know that you are listening to them. When they vent, you should do the following three things:

√ Keep nodding.

√ Say "hmm, ah" from time to time.

√ Keep eye contact.

Don't pass it on to yourself

When customers vent, they may show depression, worry, disappointment or anger. Of all these emotions, anger is the most personal one. Because being angry is facing your feelings. Raising the volume, highlighting blood vessels, swearing and clenching fists may make you want to run, hide, or answer blows with blows. Anger is an emotion that always wants to find someone or find fault. If you kick your toes on the sofa, you will be angry with the sofa; If a mosquito bites you, you will be angry with the mosquito; If you lock your keys in the car, you will be angry with yourself and then kick the steering wheel hard to show your frustration. So, although customers seem to be angry with you, you must remember that you are only the object of their talk, and don't take it seriously.

Step 2: Avoid falling into negative comments.

The friction between you and a difficult customer is usually made worse by your comments on his or her behavior. Think of all the nasty things you said to them (not in front of them, but in your heart). You will even write down a few words you want to scold them with a pen. Sometimes customers will be scolded: stupid, stupid, poor quality, hydrocephalus and so on.

Once you think the customer is such a person, it will form a negative evaluation of the customer and greatly change the way you look at each other, talk to them and listen to them.

If you are wronged by a customer, you can go back to the company and take it out on your manager.

I'd rather change the subject than go to war.

Inevitably, sometimes you may have some prejudice against some customers. The problem is not to fall into these negative comments. Knowing its negative effects does not mean that we must give it up. But then you have the idea of whether to pay attention to them or not. The way to eliminate this prejudice is to turn them into positive service attitudes. You can ask yourself: What do customers need? How can I provide it?

This question provides you with an alternative method. How to exchange places and consider this problem, your focus will change. This prejudice will gradually disappear, and a proactive attitude will dominate. This transfer technology is as effective as a flashlight in a darkroom. By changing your attention, you will know what problems to pay attention to, rather than subjectively evaluating a customer's words and deeds.

Step 3: put yourself in the customer's shoes.

If you give your customers a chance to vent their anger, they can take the initiative to talk to you after venting their anger. It is very effective to appease difficult people with short and sincere expressions of empathy. Empathy means that although you have realized and understood the feelings of others, you don't have to agree with them. By letting customers know that you understand why they are upset, you can build a bridge of understanding between you.

Empathy is not sympathy. Compassion is that you identify with other people's situations too much. For example, if an angry customer comes up to you and says, "Your company really doesn't pay attention to service!" A sympathetic answer would be: "You're right, we only care about money!" " This will only deepen the anger of customers, have a wrong understanding of the company and have a negative impact.

Empathy language

Empathy is a simple way to express your understanding of the customer's situation. The best sentences to express empathy to customers include:

I can understand why you are not satisfied. .

I know what you mean.

That must be very sad.

I know this must be frustrating.

√ I feel sorry for this.

Empathy means that you always say you are sorry.

Step 4: Take the initiative to solve problems

Now, you may have finished the conversation with your customers, and you can help them answer their questions by asking questions.

When you ask a customer a question, you must pay attention to every detail she says, and don't jump to conclusions. Don't think you already know the answer just because you may have had the same experience before, thus ignoring some important details for customers.

Collect some extra information you need.

Step 5: Both parties negotiate a solution.

After collecting all the information, you need to come up with a mutually acceptable solution to solve the customer's problem. If you still don't know how to satisfy him, ask him. At this point, you will find it necessary to leave the customer temporarily in order to do some behind-the-scenes work to solve the problem. In this case, let the customer know why you kept him waiting and how long it will take. When you finally agree on how to solve the problem, be sure to explain what steps you will take to realize the solution.

Step 6: Track the service.

Follow up customer service-verify how the solution is implemented by phone, email or letter, which will make you get high marks on the service score table. If you contact the customer and find that he or she is not satisfied with the solution, you should get rid of the idea of stopping as soon as possible and continue to seek more feasible solutions.

Pay attention to these movements consciously. When you notice them, use these methods to help you control your anger. Practice makes perfect, and you will find that the more you use these six steps, the more you can win difficult customers.

According to the above technical guidance, we will try some of our own application experience to attract jade, so that everyone can stick to one pattern and want to do more, and naturally there will be many gains.

Remember: "The most important thing is that as long as you have the heart and put it into action, you will certainly accumulate rich experience in" struggle "and you will succeed!"