At present, there is mutual distrust among people in China society, which is not only related to people's instinctive vigilance against strangers, but also related to people's one-sided pursuit of interests and lack of minimum moral standards in today's society. When good people are deceived by dishonest people again and again, this vicious circle will develop to a certain extent, and there will inevitably be a crisis of trust, and the establishment of trust will become more difficult. However, trust is the prerequisite for generating transactions. Whether it is intra-enterprise transaction or inter-enterprise transaction, the lack of trust means high transaction cost, which will affect the business performance of enterprises and may even lead to the failure of enterprises.
Second, the concept and importance of trust
Trust: It is defined as the reliability, continuity and integrity of one party to the other in a relationship.
Confidence and belief that the actions taken by the other party are based on the best interests of the trusting party and can produce positive results.
Importance: Trust is the foundation of establishing a good relationship and the key to its success.
in harmony
trust
beneficial
Trust in short: harmonious relationship, consistent interests, both sides help to achieve a win-win situation.
Three: How to establish a trust relationship
1, establish the corporate brand image;
1) There is a gap between the sales of well-known enterprises and general enterprises when visiting customers. This is because the brand image of well-known companies has been deeply rooted in the hearts of the people, so "knowing" is because it is well-known.
2) As consumers, we can also deeply understand the influence of brands in daily shopping. Although the price of brand products is slightly higher than that of similar products, we still want to buy them. In fact, the quality of products from other manufacturers is not bad.
Therefore, as an enterprise, we should pay attention to brand building.
2. Recognition and recommendation by the industry or the third party (acquaintance effect);
1) This is also a way to connect yourself with what the other person knows and make the other person feel "understood".
2) People in China are easy to find acquaintances. Traditional interpersonal relationship is the most convenient, economical and reliable resource to solve this problem. Friends, relatives, classmates, family members, former clients and people related to these people can all become your acquaintances. Unfamiliarity can become familiarity, and strangeness can become intimacy. As long as it is related to the customers you want to communicate with and the information you want to obtain, you can open up a road of trust by reeling. Although it doesn't necessarily play a decisive role in your sales success, it does shorten the trust time between the two sides from unfamiliar to familiar.
3) However, acquaintances are limited. So you must grow and develop, never realize it, constantly expand the network of acquaintances and help each other through acquaintances. Adhering to the concept of "good relationship with acquaintances", we can strive to develop acquaintances in customer enterprises, win more allies and gain trust and cooperation. In China society, sometimes the role of acquaintances far exceeds the binding force of laws and enterprise systems. Through all kinds of "acquaintance" relationships that have been established and are being established, many obstacles in the enterprise system can be easily solved. This is also one of the reasons why salespeople follow in acquaintance relationships.
3. communication;
1) Only through communication can we understand the real needs of customers. Communication can form a positive attitude and enhance the benefits brought by the relationship. Communication also runs through the whole process of the relationship, and only through continuous communication and solution can the process of the relationship be promoted.
2) Communication is very important, so the enterprise personnel who undertake communication tasks are required to have professional communication skills.
First, a confident attitude eliminates customers' doubts. The confident tone of enterprise personnel is particularly important in the first contact with customers. When a customer asks about the details of a company or product, all your answers must be confident in tone and tone, and you can't prevaricate, otherwise it will make the customer suspicious and lead to distrust of you. Sometimes when customers are not confident, you need to have a firm attitude and give them determination and belief. If you don't have enough confidence, how can you win the trust of customers?
B, have effective communication skills, and seek the same language. When talking with customers, try to find the same language, carefully observe the work and life of customers, carefully design the content of the chat, and don't be stingy with your smile when communicating with customers. A smile at the first meeting makes strangers accept each other quickly, and a friendly attitude can eliminate each other's guard; Smiling shows that you have full confidence in your ability, which makes people feel trusted and easily accepted by others. Smiling also reflects that you are open-minded, kind and friendly, and sincere to others, which makes people naturally relax in communication. In addition, when listening to customers, with appropriate body language, these reasonable uses can shorten the distance between you and customers, build a powerful weapon of mutual trust and help you win more customers.
4. Commitment;
1) Commitment is a belief in the importance of a relationship and promises to do our best to maintain this relationship. In the relational form.
Commitment is a very important factor in the success process. Commitment is divided into computational commitment and emotional commitment. Calculation commitment is based on the calculation results of cost and benefit, which is negatively related to trust. Calculation based on cost and benefit is not conducive to establishing a successful long-term relationship.
2) Emotional commitment is based on maintaining the relationship, which is not only an economic benefit, but also a participant in the relationship.
Will feel each other's emotional or psychological burden. There is a positive correlation between emotional commitment and trust, which is helpful for this relationship to generate long-term benefits, reduce opportunism, and help both sides solve conflicts of interest in a friendly way. Trust is the strong support of commitment.
3) Don't make promises to customers easily. If you promise, you must do it. Honesty is very important, don't let you be irresponsible once.
Our promise ruined an old customer. At present, the crisis of trust in society is largely due to too many promises and too little cash.
4. Satisfied.
1) In the process of relationship formation, customer satisfaction is a customer's perception of the whole. As unsatisfied as possible.
Our customers will change suppliers.
2) Satisfaction includes whether the demand for product technology, after-sales service, guidance and training has been met.
Business satisfaction, so as an enterprise, you should become an expert in solving customer problems. When a person is ill, he goes to see a doctor. The doctor told the patient to take medicine and injections, and the patient must believe it. This is because people tend to respect authority and experts. To make customers trust you, you must become an expert in solving problems for customers. If you can bring benefits to customers, solve their problems and help them improve their production performance, customers will trust you more. So how can we become an expert in solving problems? As the saying goes: "Without Jin Gangzuan, don't worry about porcelain." To become an expert, you must have the ability to find, analyze and solve problems, and have solid technical strength.
Four: Summary
Having acquaintances to match the bridge can shorten the time you trust customers; A confident attitude can eliminate customers' doubts and build trust faster; Effective communication skills and the same language are one of the prerequisites for building trust; Constant communication is a good way to meet difficulties in the process of building trust; Commitment is the basic condition for maintaining trust; Becoming an expert in solving problems for customers is the embodiment of trust sublimation; The strength confirmation of the third party as a supplier is credible and powerful evidence in the process of trust establishment.