Salesperson eloquence skills training

Chapter 72 Avoiding Bad Language That Spoils Telephone Communications
"Eloquence Book"

"Hello, hello!"

"Hello, who are you looking for?"

"I'm looking for your general manager."

"General manager? He just went out. What's the matter with you?"

"I'm from XX computer company, our company has a batch of latest anti-virus software..."

"what?"

"It's the software that helps our computers stay away from virus interference."

"We don't want this."

"I'm talking about very good antivirus software, dedicated to computers..."

"What antivirus software..."

"Please call your person in charge, let me talk to him."

"Then you call him."

The phone hangs up.

Analyzing the failure of this salesman is that he did not explain his needs clearly. He should ask the operator to transfer to the professionals in the computer department, so as to communicate better.Although he was still very polite in his words, it also made the operator who didn't understand feel ignored, and was hung up in the end, which put him in an embarrassing situation.

Language skills are very important when a salesperson communicates with customers on the phone.If you say the wrong thing, or if the customer has dissatisfaction during the speech, it may cause the customer to hang up the phone and refuse to communicate, which is very serious.Therefore, salespersons should pay attention to avoiding language that is not conducive to communication. While paying attention to their own voice and image, they should also pay attention to their own language content and image, so that customers can further communicate with you in a relaxed and happy atmosphere.

In general, salespeople should avoid the following phenomena during telephone communication:

(1) bad mantra

Many people have mantras, or expressions in dialects, or commonly used sentence patterns. Mantras may become a habit in people's daily life.However, bad mantras should be corrected. Although in some occasions, people will consciously restrain their language behavior, if they say bad mantras unnaturally and make the other party feel harsh, it will destroy the newly established relationship between the two parties. friendly atmosphere.

Therefore, salespeople should quit some of their bad mantras in their daily life.Such as "You don't understand..." "Damn..." "Idiot..." "Stop talking nonsense..." "Your brain is sick..." "Stop rambling..."

(2) Too many technical terms
The purpose of telephone communication is to let the other party understand the possible benefits of your products to customers, arouse customers' interest, and thus have an opportunity to have a face-to-face interview with customers.Although technical terms can more accurately express the concept of product performance, if the person you are communicating with does not understand the meaning of these technical terms, you are sending him incomplete information that he cannot understand.This not only greatly reduces the effect of communication, but also makes customers think that they cannot communicate with you further, thus giving up the idea of ​​further communication.

(3) Discourse mixed with English

Now some people like to mix some popular English in their words. It seems that this can better express his ideas and show his fashion and popularity. This has become a living habit of him.

If the salesperson is also in the process of communicating with customers, your statement will be greatly discounted for customers who do not understand English, and for other customers, it may cause him a small psychological injury. Communication is flawed.Therefore, when you have the habit of speaking in English, you must pay attention to the customer's reaction.

(4) Threat words
Sometimes it's okay to threaten a client.But the "threat" here refers to the threat in the background of the discourse, or the threat left to the customer's choice. When talking about these threats, the salesperson should still maintain his own language etiquette. "Threat" is the threat of the situation, not the artificial threat of the salesperson. The salesperson also stands on the customer's standpoint, so as to win the approval of the customer.

But some salesmen don't pay attention to these. The threat he thinks is a verbal threat, but the language of the threat can easily make people feel disgusted and rebellious.Therefore, salespeople should avoid this.

Common threatening statements are as follows:
"You'd better be like this...or else..."

"With me, you only have two choices..."

"If you can't...don't blame me..."

(5) interrupt each other

Some salesmen always seem impatient when expressing their views, as if they want to express their views in the shortest time and let customers know more information.As everyone knows, this often interrupts customers, or does not give customers a chance to express their ideas.On the one hand, this may hurt the customer's feelings. On the other hand, because the salesperson does not have the opportunity to express his opinion to the customer, he often cannot get the important information that the customer wants to say, which will cause greater disadvantages to himself.

For example: when a salesperson is introducing the product to the customer, the customer said: "I have a question, I heard from a friend..." The salesperson immediately interrupted the customer and said: "I see, what do you mean? The price of our product is higher than the price of similar products on the market, let me tell you..." The customer was very strange: "No, I mean to ask how to pay. What's wrong? Compare your product prices Is it tall?"

Therefore, the salesperson should not interrupt the customer during the call with the customer, let alone assume that he knows the customer well.

Eloquence
Giving customers a little "threat" means "threat" in content, not language.

Customers need not only products and services, but also friendship and respect.

Controlling the initiative of the conversation is necessary, but you must not interrupt the customer's conversation because of it.

A salesperson who does not consider the customer's feelings in his speech is bound to fail.

(End of this chapter)