[China Glass Network] As a sales, we must not only have a mouth that can speak, but also have a pair of ears that are good at listening. We have two ears, one mouth, that is, to warn people to communicate, pay attention to less and listen more. Especially in the stage of stimulating desire, customers are constantly exposing problems to you. If you don't pay attention to listening, it is easy to miss the details that can be used. Then what should we listen to in the process of listening? Derived from the relentless pursuit of quality, and relentless focus on the details, social friends from all walks of life in the long process of development, trust and support. Integrity and pragmatic business style is more appreciated by businessmen around the country, and establish a good reputation in the industry.
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1) Problem point
Someone once asked the business staff: “What does the salesperson do?†Some people say that they sell their products to customers; some say they provide solutions for customers; others say they serve customers; no matter what the answer is. In the final analysis, sales are successful because products or services can help customers solve their problems. In the actual sales dialogue, there are many kinds of problems, which are difficult to distinguish between true and false. And your task is to hear the real problem, and it is a core problem that is more difficult for the customer. The customer will not confess to you. You should be clear about this, so you should cooperate with the question to guide the customer to solve it. What is the real problem?
2) Excitement
Customers' purchases come from two starting points: fleeing pain and pursuing happiness. The problem is the “pain point†that makes customers feel painful. The excitement is the reason why customers feel happy. I remember the book titled "Pain and Happy". In fact, it is also the reason to do sales. It is also a process that makes customers feel painful and makes customers feel happy. The typical sales process usually first asks the customer to think about the seriousness of the problem he is facing, and then looks forward to the sense of happiness and satisfaction after solving the problem, and the product sold is the better carrier and solution to solve the problem and gain happiness. The key to listening to excitement is to listen to conditions and emotional words that are easy for customers to feel sensitive, while also paying attention to the body language coordination at each specific stage.
3) Emotional words
When customers feel pain or excitement, they usually use words and words in the dialogue, such as "too good", "awesome", "how" possible, "very" dissatisfied, etc. Expressing the customer's subconscious orientation, indicating their deep view, we must pay special attention when listening. In general, at the moment of the transaction, the customer's decision is always emotional. Therefore, whenever the customer reveals a signal in favor of the purchase of the transaction in the dialogue, it is necessary to seize the opportunity and promptly promote it.
4) Sensitive conditions
For example, when customers ask about prices, offers, discounts, shipping, guarantees, repairs, after-sales services, and various forms of purchase commitments, they are usually the performance of the customer's interest, pay special attention.
These are the places we should pay attention to in the process of getting along with our customers. Learn to listen and learn to feel the problems that customers care about. But it's not that we don't talk in this process. It can be said, but only the customer wants to hear.