LED sales must master the eighteen strokes"

Introduction: LED sales must master the eighteen strokes"

LED sales must master the eighteen strokes"

1, you are the company

Even if your company has a large number of branches and tens of thousands of direct sales staff like you, but for the customer, the company is you, direct contact with you is you. The customer sees your company as a whole only to meet his needs. Conclusion: one can not push the problem to others; conclusion two: if the customer really need to talk with the rest of the company, don't push him to a you without prior notice to the people, and you have to take your colleagues introduced to customers, and should give the customer a reassuring words: "if he cannot make you satisfied, please come back to me. "

2, always put yourself in the customer's position

How would you like to be treated? How did you deal with the problem you met last time? Put yourself in the position of the customer and you will find the best way to solve the problem.

3, the use of words in any case

Don't say "I do", and to use some positive words, such as, "I will try", "this is not a simple question," or "I'm going to ask my supervisor"; never say "this is a problem," and said "there must be a way"; with your customer said: "this is the way to solve the problem, not to say" to solve the problem you must do "; if the customer ask you some impossible things to do? Very simple: from the customer's point of view, and try to say: "this does not meet our company's routine, but let us try to find other solutions".

4, say "we" less "i"

The sales staff said "we" will give each other a psychological hint: sales staff and customers together, is to the problem in the customer's point of view, although it is only "I" has a word, but a bit more intimate. Sales staff in the north have some advantages in the south, northerners like to say "we" southerners used to say "i".

5, keep the same way of talking

This is a point we some young sales staff may not pay much attention to their quick thinking, it is not to talk rapidly, the object with a machine gun like fast paced, meet customers are old ideas can not keep up, do not know what you are saying, it is easy to attract customers. Our company has a good sales sales personnel long project, this person is not eloquent, sales skills and did not see how many tricks, but he and engineering supervision is the destiny, and supervision are generally around the age of 60 will be retired engineer, and the elderly gentleman psychological seemed very study on time and supervision from the article slow, after talking there will be income. The best engineers are the firm supporters of our products in this project.

6. Show that you have enough time

Although you have overloaded, the boss and supervise you, but do not show in front of customers you do not have time to give him. It is the best way to satisfy the customer with a relaxed tone and a patient attitude, even if you can't satisfy him at once. If the customer feels you will try to help him, even if it takes a long time to meet his requirements, and even in the end can not help him, he will be very happy.

7, always put down the phone late than the customer

Sales staff working time is also very valuable, especially with the more sophisticated customer phone conversation, it is easy to make this mistake. With the customer ridiculed miles Guala did not say a few words before the other phone, bang on hang up, the customer is certainly not my heart. Always put down the phone late than the customer this also reflects the respect for the customer. There are also some salespeople have a good habit will say: "Zhang, there is nothing I hang up. "

8, do not answer the phone conversation with customers

Sales staff is not much more than the phone, talking to customers without the phone seems impossible. However, most of our sales staff are very polite, in front of the phone will be in the form of the other party to allow, in general, the other side will be generous to say no problem. But I tell you, the other side in the bottom of my heart: "it seems that the phone is more important than me, why he will speak so long" so the sales staff in the initial visit or important visit, never answer the phone. In fact, the phone is an important figure, but also to pick up quickly after hanging up, and so after the end of the talks and then hit the past.

9, do not give up any dissatisfied customers

A good sales person is very clear: the customer's mind always change. Ask his preferences, all products are introduced to him in vain, and he has just agreed, he immediately changed his mind to buy another product. To provide customer service is the same: sometimes five minutes is enough to make a full of complaints and threats to your competitors to customers to calm down, and signed a new contract with you.

10, spend more effort on those dissatisfied customers

"Thank you for telling me," in the face of a complaint of the guests should answer. In fact, some studies show that only 10% of customers who are dissatisfied with your company don't say anything, but they will come back to do business with you in the future! On the contrary, 90% of customers complain that they are not satisfied, and ultimately get the compensation and satisfaction of the service, they will still be your customers. It is also an important time to deal with the relationship between the company and the customer when the customer requests them. If handled well, it is easier for the customer trust company, therefore, must let customers can easily contact you when problems arise, they find the more you, you will have more opportunities to keep them, let them be your old customers.

11, carry notebook

Write down to visit with time and place the customer name and title; write down the customer demand; promised to customers to do things; the next visit time; and also summarize the experience of their own work, this is definitely a good habit for salespeople. Another benefit is that when you pious while taking notes while listening to the customer spoke, in addition to encourage more clients to tell his demand, a respected feeling also arise spontaneously in the minds of customers, your next sales work is not smooth.

12, don't be afraid to say sorry

When customers talk about their problems, they are waiting for a humane, clear response that shows you understand them. If you are directly facing customer complaints, it is best to express your apology, if you want to apologize in the name of the individual, it is necessary to show more sincere. RonZemke, the manager of a large consulting firm in the United States, says. Tell him you understand his discontent, and then tell him that you will do everything you can to help him until he is satisfied.

13, do not reduce customer problems

Face the problem, don't say "I haven't heard", "this is such a problem" for the first time, this approach will only be on your customers to produce poor results, because he does not want to know this before it happened; told him was not a serious problem, he did not want to do angry it can't solve the problem. You know, this is just a small problem "so fundamental therefore futile also damage the image of the company. Every customer wants to get your attention and attention, they think that your training and experience have only one purpose: pay attention to him and help him solve the problem, so why not show him.

14, pay attention to customer satisfaction

New York's former mayor, EdKoch, often asks voters during his visits: "what do you think of me? "And he attached great importance to their answers in order to better manage the city. Just as the mayor and his voters, you should also try to understand the customer's subconscious reaction, such as, "I said is good for you? Does this meet your requirements? "Of course." what else can I do for you? "

15. Follow up and solve problems

If you have to put the customer sent to another department, be sure to call the responsible colleagues, at the same time, call customer to confirm the problem, ask them if he got a satisfactory answer, and asked what he needs help, such as really need, then try to make him satisfied.

16, not arrogant

It is natural that the sports and movie stars may one day disappear, just because they are too complacent, and the same is true for you. You may be you the best sales personnel, administrative work in the most organized, but you contact with the customer does not know you 99% of the customers will be satisfied (they have no care), and he belonged to the 1%, only for him, this is the most important.

17, give, give, give

We communicate with customers, often some customers will ask what to send, how to send. Customer questions and answers reflect the customer's needs and preferences. It is obvious that a good start is to provide the customer with the beginning. Give customers what? Giving is a kind of service, is a kind of explanation, give the customer what he cares about. So, as a successful sales person, please remember never to ask for anything, even if it is an answer. Never ask a customer: "what do you need? "Always remember to give, give, and give! Instead of asking!

18, thanks, thanks, thanks again

You should know that it is not too much to say to the customer. It is a pity that the words "thank you" or "please" or "please" are used less and less in the trade. Please use these words as often as possible, and use "thank you" as the most frequently used word in your interactions with customers. Please say it honestly, because it is the customer, you, me and the others who have the job today.