Salesperson eloquence skills training

Chapter 77

"Eloquence Book"

"Haier Group" once launched a "Little Prodigy" washing machine, which had some design problems when it went on the market, so the repair rate was quite high.

How did "Haier" deal with this matter?It convened a large number of employees and asked them to tell customers in the most cordial tone "to provide repairs within 24 hours" when they receive customer complaints, no matter how annoyed the customer is.Many customers' washing machines have been repaired three or four times by Haier before the problem is solved.

Afterwards, many customers reported: "Any product will have problems, but we are quite satisfied with Haier's service."

Analysis If a company adopts a negative attitude towards complaints, it will dismotivate customers.And if you can use a hearty and happy voice to deal with customers when dealing with customer complaints, even if customers feel very dissatisfied, their mood will gradually improve under the influence of it, and subsequent follow-up services will let customers see A business respects and values ​​its customers.

The spoken language and tone of the salesperson is a way for the salesperson to control the complaint situation. Appropriate spoken language makes the customer trust the salesperson more and enhances his trust in the salesperson.If when the customer complains, the salesperson says in a weak voice: "I don't know your situation well, you should ask the customer service staff." This will only increase the customer's anger and make him think that the salesperson directly took responsibility. Push it clean.

Therefore, the use of voice can be said to be an important skill to deal with customer complaints. Sweet voice is a method to effectively persuade customers. If the salesperson uses it under appropriate circumstances, it will increase the customer's goodwill and reduce customer complaints.

(1) Establish a normal state of mind

When a customer complains and complains, the salesperson should understand that the customer just wants to find someone to confide in, and he is not angry at you. He is targeting this matter rather than you.Therefore, we should treat complaining calls or customers with a normal mind, and don’t feel nervous or afraid, and don’t think that customers are looking for trouble on purpose. Just face and deal with the mentality and way of dealing with ordinary customers.

In this case, you need to stabilize your emotions and tone of voice so that you can speak smoothly with the customer.

(2) Be sympathetic
When a customer complains, you must have compassion for the customer, although most of the complaining customers are angry, lose control of their emotions, and get angry at every turn.However, if the salesperson feels disgusted with the customer psychologically because of this, and feels that the customer is making life difficult for him, he will inadvertently oppose the relationship between himself and the customer.This mentality is not conducive to the solution of the problem.

At this time, the salesperson should look at the problem from the standpoint of the customer, and believe that there is a reason for them to get angry. The reason why they complain and get angry is because their interests have been damaged and their needs have not been met.So be compassionate to your customers.

With this kind of sympathy, it is not that the salesperson thinks that the customer is right, but to calmly understand why they are angry and where is his problem?As long as the salesperson has understanding and sympathy for the customer, and tries to find out the root of the problem as much as possible, he will treat the customer well in words and find the reason together with the customer.

(3) The sound is clear and rhythmic

When the customer complains, he must be in a bad mood. If the salesperson talks to him weakly and vaguely at this time, the situation will definitely be even worse.Therefore, when talking with customers, the salesperson should not think wildly, but concentrate on communicating with customers. At this time, you can stretch your back, puff up your abdomen, try to inhale as much air as possible to relieve pressure, and then talk.When speaking, don't tighten your throat, use the air you breathe in to make your throat clear and clear.

When you talk, you will find that the voice also has expressions. You can express emotions such as happiness, sadness, sympathy, and anger by relying on the pitch, size, strength, and urgency of the voice.Therefore, the salesman should train the speaking skills in this area. When talking with the customer, he can express the cadence of the voice according to the customer's psychological state and the actual scene. This is a better way to get close to the customer.

Eloquence
Voice is an important skill in dealing with customer complaints. A sweet or hearty voice is an effective way to persuade customers.

Being compassionate to your customers allows the truth to flow naturally from your words.

Appropriate use of language skills and voice skills is the best way to eliminate customer grievances.

When dealing with customer complaints, the tone must be clear and the expression must be clear, so as not to aggravate the customer's grievances.

(End of this chapter)