1 minute to grab the customer's marketing coup

Chapter 25: Skills of getting along with customers (3)
"The body is the glove of the soul, body language is the words of the soul." Why don't we spend some time on the "primitive" language to improve our body language?It is necessary for any of us to take a compulsory course in body language to better face our own lives and our customers.

In Japan, some department stores have specific standards for bowing and bowing of staff:
Bow 30° when welcoming customers;

Bow 45° when accompanying customers to purchase goods;

Bow 45° to departing clients.

Customers can feel the mall's respect for customers from these simple bows and bends, and they will naturally have a good impression of the mall.

John is an intern at a hotel as a greeter.

On this day, the weather was fine, and a white limousine drove towards the hotel. John saw an elegant lady sitting in the car.The car was parked under the canopy of the luxurious revolving door of the hotel. John stepped forward, with an elegant posture and professional movements, protected the roof for the guests, opened the door, greeted politely, and closed the door. All in one go.

The manager standing aside saw all this and was very satisfied with John's performance.As a result, John skipped the remaining two weeks of his internship and went straight to becoming a full-time employee of the hotel.

Words are often useless. Only when you use your body language from the heart can your customers truly feel your enthusiasm and respect, your customers will sincerely thank you for your services, and your boss will value you.

Whether it's over the counter sales or door-to-door sales, body language is equally important.For example, when you are selling parasols in a supermarket, you might as well open the umbrella, carry it on your shoulder and rotate it for a long time, so as to fully show the inside and outside of the umbrella and leave a deep impression on customers. So that customers have a good impression of the product.

The main reason why body language occupies a high proportion in the whole sales technique is that body language can vividly combine products and sellers, show concepts and ideas that are easy for customers to accept, and can quickly and directly attract customers' attention To win the trust of customers.

Albert is a salesman who sells safety glass, and his performance has been maintained at No.1.

At an awards conference for top salesmen, the host asked: "Albert, what unique method do you have to keep your performance at the top of the region?"

Albert smiled and said: "Whenever I visit a client, I always put a lot of safety glass cut into 15 cm squares in my suitcase, and I also carry a hammer with me. Whenever I go to a client I ask him, 'Do you believe in safety glass?'

"When customers say they don't believe it, I put the glass in front of them and hit the glass with a hammer. At this time, many customers will be surprised by this, and at the same time, they will find that the glass is really not broken. Come!
"Then the customer is like, 'Oh my god, I can't believe it!' and I'm like, 'How much do you want?' And I go straight to closing the deal, and the whole process takes less than a minute. "

Not long after Albert finished talking about this method, almost all the salesmen who sell safety glass in the company will carry samples of safety glass and a small hammer with them when they go out to visit customers.But after a period of time, they found that Albert's performance was still No. 1, which they found very strange.

On this day, a salesman bravely knocked on the door of Albert's office and asked: "Albert, we have done the same thing as you now, but why can your performance still maintain the first place?" ?”

Albert smiled and said: "My secret is very simple. I already knew that after I said this idea last time, you would imitate it soon, so from then on, the only thing I did when I went to customers The thing is to put the glass on their desk and ask them, 'Do you trust safety glass?'

"When they said they didn't believe it, I put the glass in front of them, gave them the hammer, and let them break the glass themselves!"

Albert's successful example tells us that only when the customer puts all their attention on us can we really start our sales process effectively.Therefore, we must try our best to attract the attention of customers, then at this time, body language is a very useful helper.Another point is that when we work, we must be diligent in using our brains. We must think of what others have never thought of and do what others have never done. While learning from experience and lessons, we must also be good at innovation and seek breakthroughs.

When our senses are sharp and open, and our eyes are sharp enough to pick up the information expressed in body language, then speaking and socializing are much easier.Understanding body language is equivalent to opening a direct and unimpeded avenue for mutual communication.

Salesmen can convey various information to customers through their own body language, and at the same time, customers will also express certain information through body movements intentionally or unconsciously, which requires us to observe carefully and interpret accurately.It can be said that accurately interpreting the body language of customers is one of the necessary skills for salesmen!

When an experienced salesman demonstrates a product, he must carefully observe the customer's body language signals, evaluate the customer's reaction to the product demonstration, and adjust the demonstration method accordingly to complete the transaction.In the process of communication, the body language that best conveys information is often eyes, facial expressions, gestures or other body movements.When interpreting customer body movements, we can start from the following aspects:
First, read his eyes

We often see pictures like this on TV or in life:

Men and women in love often express affection with the subtle coordination of language and eyes;
Women sometimes use words to express rejection and reluctance, but men know that women’s words are often untrustworthy, so he not only listens to these words, but also understands her true thoughts from the eyes of the other party—sometimes rejection often means conditional She agreed, anger was just to cover up the joy in her heart.

This is also the reason for what young men and women usually say about calling.The famous German psychologist Messein said: Eyes are the best tool to understand a person, and the eyes of a person can best reveal the secrets and passions of a person's heart.As a little poem says: Eyes are the windows of the soul, neither hide nor lie.Anger flies sparks, sorrow sheds tears, and it adds a bright sparkle to laughter.

The diameter of the eye is about 2 cm. It is not only the smallest organ in the human body, but also has the least growth and change. However, its expressions are extremely complex and subtle, and sometimes it is difficult to describe them in words. "The eyes can speak".

From a medical point of view, the eye is the most sensitive organ among the five sense organs of human beings. Its sensory field covers almost 70% of all senses, and other senses are insignificant compared with it.

Take diet as an example. When people eat food, they not only rely on taste, but also pay attention to the color, aroma and container of food.If you eat in a dark room, even if you know that you are eating delicious food, you will feel uneasy, and you will not taste it or your appetite will be greatly reduced.On the contrary, if you dine in a first-class hotel or restaurant, use exquisite utensils to store food, and pay attention to the deployment of lighting, it will definitely open up the appetite of the eater and make him eat with gusto.

This is a good example of visual impact on people's psychology, and it is also a tried-and-tested trick that savvy restaurant owners often use-what you eat is the environment (in life, there is always marketing everywhere).

When looking for a job and selling ourselves, we should also pay attention to our own eyes.Professor Liu Xiaoying, a well-known human resource management expert, said: Honest people have confident eyes; lying people have their eyes turned up unconsciously or their eyes turn faster than their speaking rhythm.Many executives of large companies use these methods to observe people during interviews.

I believe we all have such experiences:
An honest person, his eyes are firm, thick and steady, facing such a person, you will feel that he has a firm belief in his actions, and his narrative is full of persuasion and appeal, which makes people beyond doubt.

A liar is not convinced psychologically, his eyes are floating and rootless, and his words are lacking confidence and righteousness. Facing this kind of person, you will feel that he is talking about something that has nothing to do with himself, without conviction and credibility Spend.

Since the eyes are so important, we should first start with the eyes of the customers when selling, and observe the relevant information revealed by them.

For example, if the customer's eyes keep focusing on what he is doing and ignore your introduction, or close his eyes, or start to look around... These actions all indicate that he is bored with your introduction and completely lost on your topic. Interested.At this time, we have to change the topic in time; or stop and guide the customer to participate in the conversation, so as to understand the issues that the customer really cares about, and gradually lead the topic to the issue that he is interested in.

If the customer's eyes are fixed on the beautifully packaged product you bring out, it goes without saying!

In addition to being good at observing the eyes of customers, we must also make good use of our own eyes. Human eyes are also one of the means of communication.When we meet a stranger for the first time, the moment of eye contact can often determine whether the future relationship between the two is an enemy or a friend. This may sound unbelievable, but it is true.

I don't know if you have ever had such an experience. When you first met a stranger, when your eyes met, you had an inexplicable affection for him.On other occasions, when you meet another stranger, you will feel alienated from him in your heart.

The so-called "eyes are the door to the heart", people's eyes are the most difficult to conceal, and the information revealed in them is generally what our hearts think.The state of our mind is the magnetic field.Psychologists say that each of us is an invisible magnetic field, which will cause fluctuations in the surrounding magnetic field. Anyone who enters the range of this magnetic field will also be infected.

Therefore, a person with fire-breathing eyes will make his surroundings full of anxiety and anxiety; while a person with clear eyes will give people a sense of calm and peace.

I believe that we must have all experienced this kind of experience: entering a new environment, such as a person moving to another dormitory or entering a new company, although the people inside did not have any substantive communication with us, we But inexplicably become nervous or anxious, or relaxed.This is the role of the invisible magnetic field.

Eyes are just as effective as words when it comes to conveying persuasive ideas.Therefore, when we get along with customers, we must maintain a peaceful mind, and our eyes must give him a sense of confidence and affirmation.In this way, our own positive magnetic field will infect the customer invisibly, so that he can say more "yes" instead of rejecting us.

And in a conversation with a client, looking away from each other for long periods of time can be dangerous, signaling that your conversation isn't having any effect.

Second, read his facial expressions

Clients who have serious expressions, pursed lips, and speak at a moderate pace but with a firm tone are usually more rational.When communicating with such customers, we'd better focus on the sales-related content instead of rambling.We must give confident and firm answers to his questions, and we must not be ambiguous or evasive.

Customers who are more expressive and change quickly tend to be more emotional.Sometimes, a word with heavy emotional color may resonate strongly with him, and an inappropriate little action may also make his mood go down quickly.For this kind of customers, we should give more "considerate and caring", listen to his opinions more, and don't "make him anxious".

Third, read his gestures

The movement of the client's hands can also reflect their heart.

For example, they often express rejection by waving their arms quickly. If the salesman ignores these gestures, then the next step may be unceremonious expulsion. Once the matter reaches this point, it is difficult to turn around.

Therefore, when we find that customers are knocking on the table with their hands, fiddling with their fingers or swinging their arms, we should reflect on whether our previous words and deeds made the customers feel dissatisfied or bored, and then take corresponding measures.

Fourth, understand his inadvertent little movements

Some customers are reluctant to disclose relevant information verbally or in other ways, but some inadvertent small actions often "sell" them.Pay attention to these small actions, and you can often capture vital information from them.

Let's look at a case:
A car salesman was doing a customer return visit. He saw that the customer's colleagues were looking at a group of car pictures on the Internet. He thought this was a potential customer.

So, he said to the potential customer: "You can take a look at our company's cars, here are the pictures and related materials." But the potential customer immediately refused, saying that he was going out to do business immediately.

"It only takes five or six minutes to finish reading, and I can leave things here." The salesman said hastily.At the same time, he quickly took out pictures of several models that men liked more.

At this time, he saw that the eyes of potential customers stayed on the picture of one of the cars, and just about to leave with his purse, he put the purse on the table and sat down.The salesman realizes that the potential customer has taken a lot of interest in the car and starts selling it while the iron is hot...

There are also many small actions that can also reflect the attitude of customers. As a salesman, we should pay attention to observation and summary.It is best to reach the state where even if the client does not speak, we can judge his true inner thoughts from their expressions and actions.If we can really reach that state, then our sales work will become very easy and comfortable.

5. "A Gentle Knife"

There is such a riddle:
It costs nothing, but produces a lot;
It benefits those who give and does not harm those who give;
It happens in an instant, but the memory of it lasts forever;
No one is too rich to need it, and no one is too poor to give it to others;

It produces joy in the home, affection in business, and affection among friends;

It is the rest of the weary, the sunshine of the disappointed, the spring breeze of the mournful;

It cannot be sold, begged, borrowed, or stolen, because it is useless to anyone until it is paid for.

I believe we all guessed it, it is "smile".

Marketing is dealing with people, and interpersonal communication is an interactive process, and emotions can be "contagious".When communicating with people, if we smile, the other person will be infected unconsciously and give us the same smile back.In this way, the mood of both parties will become happy, and things will be easily negotiated.

On the contrary, when we face others with a gloomy face, they will also become nervous and depressed because of seeing a melancholy face.If people feel depressed when they see us, they will definitely find a way to "slip away" as soon as possible.

There was such a story:
One day, Boone went to visit a client, but unfortunately, they did not come to an agreement.Depressed, Boone came back and told the manager what had happened.

After listening to Boone's words, the manager was silent for a while and said: "You may as well go again, but you must adjust your state, remember to smile at all times, and impress the other party with your smile, so that he can see your sincerity. "

(End of this chapter)