Modern social etiquette and eloquence

Chapter 17 Business Etiquette and Eloquence (2)
When the question is recognized as complex, or cannot be answered clearly in a short period of time, or is highly technical and cannot be understood by non-expert discussion, comforting methods can be used to answer.That is, first affirm and praise the importance, correctness, and timeliness of the questioner's question, and then change the subject, reasonably emphasizing the complexity of the questions involved in the question and the difficulty of answering it immediately. You can also promise to find a special time in the future , dedicated discussions on questions, etc.

4. The art of persuasion

Whether you can persuade the other party to accept your point of view in the negotiation is the key to the success of the negotiation.Persuasion is the hardest, most complicated, and most skillful work in the negotiation process.

(1) Create conditions to persuade the other party.

To persuade the other party to change their original intention, we must first improve the interpersonal relationship with the other party.Before a person considers whether to accept other people's persuasion, he will first measure the relationship between the persuader and himself. If the other party is emotionally opposed to you, it is impossible to accept your persuasion.

When persuading, you should also pay attention to explaining to the other party the reason why you chose him as the object of persuasion, so that the other party will value the opportunity to talk to you.

Seize the moment of persuasion.When the other party is emotionally agitated or unstable; when someone the other party likes or respects is present; Save face, and then you can persuade.

(2) General skills of persuasion.

Try to find the common ground between the two sides, and try to emphasize the points that are consistent with the other side's position, so as to win the other side's trust and eliminate the other side's confrontational emotions.Use the consistency of the positions of both parties as a springboard to untie the other party's knots according to the situation, and persuasion can be effective.

Emphasize the alignment of mutual interests.Play down the contradictions between each other, so that the other party can more easily accept your point of view.

Sincerely explain to the other party what kind of benefits the other party will get after accepting your opinion, and what kind of benefits you will get.The advantage of doing this is to make people feel that your objectivity is reasonable; on the other hand, after the other party accepts your opinion, if there is a bad situation, you can give an appropriate explanation.

Persuasion must be patient and meticulous, with emotion and reason, and explain deeply and thoroughly the benefits of accepting one's own opinions and the harm of not accepting one's own opinions.In addition, you should not be afraid of setbacks and persist until the other party listens to your opinion.In negotiations, it is often encountered that the other party’s work has been completed, but the other party cannot step down for a while due to face or other reasons. At this time, the negotiator should not be impatient and must give the other party a certain amount of time.

Persuasion should be simple and simple, from easy to difficult.Persuasion in negotiations is a kind of ideological work, so a gradual approach should be followed.At first, avoid important questions, and start with easy-to-persuade questions, open gaps, and gradually expand.If it is difficult to solve for a while, you can put it aside temporarily and wait for the time to come.

Not to be persuaded by coercion or deceit.Persuasion is not suppression, let alone deception. Successful persuasion must reflect the true wishes of both parties.Using coercion or deception to make the other party accept opinions will plant an irreparable crisis in the negotiation.

Fourth, the etiquette essentials in sales promotion
Sales promotion is an activity in which salespersons use language to achieve the purpose of selling goods. This activity is not limited to counters in shopping malls, but also includes sales promotion and door-to-door sales.Among them, door-to-door sales are the most difficult. This sales method requires salesmen to have good psychological quality, expressive ability, professional ethics, and relevant knowledge. The most important thing is that salesmen should also use appropriate sales etiquette.

1. Close to customer points
The success or failure of sales work depends largely on the pros and cons of the salesman's own conditions.Therefore, how to approach customers and give each other a comfortable first impression is extremely important.

When meeting for the first time, customers tend to judge people by their appearance, so the salesman must dress generously and fit well, matching his figure, age and the style of the product he is selling.At the same time, you must have a good mental outlook, with a friendly smile, self-confidence and enthusiasm.The manner is calm and elegant, and the conversation is civilized and free.

Salesmen are strangers, so customers will inevitably be suspicious and defensive.Therefore, honesty is the best weapon to shorten the distance between the two parties at the beginning of sales.The salesman must first clearly introduce his name, identity, and wishes.Secondly, we must sincerely care about customers, help customers carry heavy things, and talk about each other's work, housework, health and other topics.At the same time, don't forget to praise the other party, such as "the home furnishing and decoration are really tasteful", "you are really elegant" and so on. Of course, you should pay attention to the proportion when complimenting, it is sincere praise rather than flattery.In this way, customers are more likely to accept the salesman, thereby eliminating the strangeness.

When a salesman approaches a customer, he will often be rejected by the customer. At this time, he should keep calm, and good etiquette is very important.The salesman should keep smiling, look directly at the other party, and don't have to bow his head or turn around and leave in embarrassment. He should still politely say "Excuse me", "Thank you", and then leave.

2. Meeting Etiquette
Sometimes, the salesman has to contact the customer in advance and ask for the other party's permission before meeting.

The time to make an appointment depends on the convenience of the customer. You should choose a time when the weather is good, the other party has plenty of time, and you are in a good mood. Offer several suggestions for the customer to choose, for example: "Do you think it will be 10 am or 2 pm tomorrow?" The time is set, and the salesman must arrive on time, and must not miss the appointment.If there are special circumstances, it is necessary to explain to the customer in advance.

The location of the appointment should be convenient for the customer to attend the appointment, choose a place that the customer is familiar with, a safe and relaxing place, such as a social entertainment place, a garden scenic spot, and some also choose a place at home.The location is determined by the customer's choice.

There are many ways to make an appointment.You can make an appointment by phone, by letter, or in person, or by entrusting others to pass on oral letters to make an appointment.Whether oral or written, we must pay attention to the politeness and tactfulness of the wording.

3. Sales etiquette points
The sales process is mainly to introduce products and answer customers' questions. Pay attention to the following etiquette.

(1) Respect customers from the beginning to the end, introduce products patiently and meticulously, allow customers to interject and ask questions, but do not interrupt the customer's conversation easily, or keep talking, but should ask at the right time: "What are you doing?" What do you think?" "What do you think?"

(2) Introduce the advantages of the product honestly and objectively.Selling is not about bragging, and talking about the good and not the bad will only make customers suspicious ("How can there be such a perfect thing?").Therefore, the correct sales etiquette is to comprehensively and thoroughly introduce the advantages of the product, and at the same time briefly explain other aspects, so as to give the other party a feeling of honesty and credibility.

(3) Be patient with objections raised by customers during the sales process.Disagreements indicate that customers are starting to pay attention to your products, so you should be more enthusiastic about explaining that even if the other party's views are wrong, don't argue, let alone quarrel. Showing disdain and displeasure is not in line with sales etiquette.And it's not good for sales.You should listen more and be good at speaking, guide and persuade customers rather than refute them.Even if you deny the other party's point of view, you should defend the other party in terms of words. You should not laugh at the other party's ignorance, but you can say "your opinion is also very reasonable", "we should refer to your opinion" and so on.

(4) Deal with customer's questions properly.General questions should be answered immediately, and should not be avoided or vague. This is not only polite, but also can increase the trust of the other party.For some highly technical questions and questions with objections, you should think a little bit or postpone the answer. If necessary, you can not answer for a while, and you can answer after consulting the information or calling the professional or the person in charge.And sometimes the customer's soliloquies or jokes and unrelated questions do not need to be answered.

(5) Do not be overly enthusiastic during the sales process.Some salesmen like to chatter about products, which is very offensive and lacks etiquette.Just the right amount of enthusiasm can lead to successful sales, but don't create the impression of rushing the other party to buy.You should keep silent for a moment at the right time to allow the other party to observe or consider, but the silence time should not be too long, interject at the right time, and take the initiative to raise and analyze the other party's possible concerns, which will appear enthusiastic and not eager for quick success.

4. Closing Etiquette
A deal is a sign of successful sales, but it does not mean the end of the sales job, because even if a deal is reached, the other party may change their opinion, and it depends on the etiquette of the salesman.

(1) Don't be overjoyed when making a deal, and lose your original calmness.Expressions and attitudes should be natural and calm.

(2) Praise the customer's vision instead of boasting, and attribute the transaction to the other party, "You really have vision and thoughtful thinking."You can't be complacent and say: "Listen to me, right?" "You bought the right one today, so I'll say..." This is bound to make customers disgusted, and may make customers lose interest in buying.

(3) Talk less and use words carefully.Now that the deal has been reached, avoid any more wordy words. One is annoying, and the other is that there may be slips of the tongue, which may lead to extra problems.At this time, as far as possible, it is up to the customer to decide independently.

(4) A warm farewell.After the deal is completed, you can switch to some light-hearted topics of life and chat. Do not leave immediately after the deal is completed. You should go up to shake hands with the customer and bid farewell, express your happy cooperation and gratitude with a smile on your face, and wish the customer a happy life and good luck.

(5) The salesman should leave his contact address and telephone number, saying that if the customer has any problems, just ask him, and he will try his best to solve it.After a period of time after the farewell, you should take the initiative to contact again to ask the customer's opinions and requirements, so that you will appear to be well-mannered, start well and end well, and lay a good foundation for future sales activities.

Five, salesman's clothing etiquette
External image is related to other people's first impression of us, especially customers. Before speaking, the image of the salesman has been put into his mind.

Personal attire and body movements are the focus of appearance.Appearance plays a big role in whether a salesman is valued, respected and favored by customers, or repelled and scorned.Therefore, a good salesman must start with dressing and adjusting appearance, from head (be sure to have a good hairstyle) to feet (with suitable clean shoes), you must have a glamorous image everywhere.

A salesman with a decent appearance should not sell bad products.Every customer thinks so!If he is a sloppy person dressed casually, no one will believe that he has any good things, and even think he is a "liar".

Of course, it is not appropriate to dress too much, which will make customers feel that they are a lot shorter, and it is inevitable that they will be repelled.

In addition to being clean, tidy, elegant, and generous, external clothing is also very important in terms of style, material, and texture. If you want to achieve good results, you must invest first. A set of elegant and decent formal clothing is the best means of initial investment.

There is a Japanese saying: "The doctor's door is the lawyer's living room." Looking in from the door, the white robes are rigorous and solemn, giving people a high sense of professionalism, and patients will naturally be convinced of the doctor's medical ethics and skills.The lawyer's living room is classically and elegantly designed, giving people a sense of professionalism and fairness, which will certainly enhance the confidence of clients.Of course, business personnel can't take clothes lightly. You must know that 80% of people judge people by their appearance. In addition, good clothes should be matched with good posture and good conversation.

In the choice of clothing, in addition to considering size, age, gender, geography, race, socioeconomic conditions, commodity differences and career orientation, color matching is also an important part.Generally speaking, different colors have different color associations, effects and meanings.

(1) RED.It expresses enthusiasm, enterprising, courageous, extroverted, healthy and optimistic.

(2) Orange.It expresses blazing, happy, progress, boredom, enthusiasm, nobility, ideal, eternity, light, liveliness, and lust.

(3) green.It signifies peace, hope, confidence, fidelity, balance, youth.

(4) BLUE.It expresses peace, sincerity, nobility, tolerance, melancholy, spirituality.

(5) PURPLE.It expresses grace, splendor, beauty, mystery, authority, and sadness.

(6) WHITE.It means lofty, pure, holy, kind, simple, and faith.

(7) GRAY.It expresses stability, honesty, gentleness, ordinaryness, humor, and oldness.

(8) BLACK.It expresses seriousness, silence, darkness, mystery, pain, terror.

In addition, there are some things to pay attention to in terms of matching clothing and appearance actions.

Is your hair long?Mess?Is it clean?Is the beard clean-shaven?Are the teeth white, tartar, soot, smoke, bad breath?Are your nails long?Is there any dirt?Is the shirt flat and straight?Are the cuffs dirty?Is the tie right?Is the color and shape of the clothes good-looking?Are any buttons missing?Are your pants wrinkled?Is it straight?What color are the socks?Are your shoes polished?Do you have indecent habits such as picking your nose, shaking your feet, or scratching your head?

Women should pay more attention to nail polish, skirts, stockings, purses, rings, accessories, and necklaces when it comes to dressing up. They should be decent and elegant, natural and generous is beautiful, and elegant taste is good.

The first principle of dressing appropriately is: it is best to dress conservatively.Unless you happen to be promoting the latest fashion, you should be wearing it.No matter how much you personally love those bold, outlandish outfits, don't wear them to sales pitches; wear them outside of work.After all, it's not worth losing business over it.

Although there is no uniform regulation on what clothes a salesman should wear, the following points should be noted.

(1) Clothes should fit well, with bright colors, dignified and graceful.

(2) The style is novel but not weird or tacky, at least so that all customers will not feel uncomfortable.

An entrepreneur in the United States said: "...Usually, it makes more sense to dress conservatively. Obviously, the more conservative your office clothes, the harder it is for people to see who you are." He cited an example, several years Before, they had hired a manager.Day 1 The manager is wearing fine gray trousers, a sheer silk shirt and a blue blazer.He asked the head of the department to explain to the manager that his clothes were not appropriate for the office.

If the clothes of the salesman are too weird and eye-catching, the customers will think in their hearts even though they don’t say it. Is such a salesman reliable?Some customers also think that dealing with these strangely dressed people is not a taste.

A successful appearance is not limited to what kind of clothes a salesman wears, but also includes how to make up, how to hairstyle, and even the image of a salesman can be reflected from the model, newness and maintenance status of the car being driven.For example, a real estate agent's car is actually his mobile office, and he often needs to pull clients around to look around and choose houses, and the business is often negotiated in the car.However, a crappy car can give the client the impression that the broker can't afford a decent car.Likewise, if the car is cluttered with snack bags, papers, and cigarette butts, it's a sign that the person lacks organizational skills.

Appearance includes many aspects. Salesmen need to pay attention to everything in the process of selling themselves, and develop a good habit. Clean, hygienic, timely and appropriate clothing that can show their identity can leave a deep impression on people. contribute to sales success.

Sixth, salesmen should always pay attention to their behavior

During door-to-door sales, as soon as the customer's door is opened, the salesman should walk in calmly, with a strong, positive and favorable image.This is the first most important impression left on customers.

The second important impression comes from eye contact.As a salesman, you must look directly into the customer's eyes and smile warmly.This is equivalent to saying to customers: "I like you." This kind of look is also saying: "I am confident and dare to look directly at anyone. I am not afraid of you."

The third important impression is the sound.If I state my name clearly, it means that it is the most important idea in my vocabulary and an asset I can be proud of.

Appearing in front of customers with a confident and decisive attitude determines the attitude of customers towards salesmen.

Beyond that, there are a few other things to watch out for in those first few seconds that make a good or bad impression.

(1) When shaking hands with customers, please pay attention to hold them tightly, but don't use too much force. In this way, customers can realize that this is a person who knows his goals very well.

(2) If the salesman belongs to the financial department, then he should be conservative and stable in order to highlight a successful professional image: he must dress neatly, must make himself look good at dressing, and pay special attention to shoes.If a salesman wants to be a real expert, make yourself look like a real expert, and always give others the impression of being a success.People prefer to do business with successful people than with losers, laggards, or stingy people.The best investment is to invest in yourself.

(3) When meeting a person for the first time, the degree of liking or disliking usually depends on the first impression.If you see a stranger, people's first reaction may be, look at this person's clothes, does he look good?Or does this person have beliefs and interests similar to yours?If the person gives you another casual compliment, you might make a better impression of him.

The same principles apply to anything a salesman sells to a customer. Aids, product briefs, and presentation profiles must present a professional appearance.When these items start to look dirty and worn, it's time to look to replace them with new ones.Many business transactions are based on the feelings, emotions and first impressions in the customer's heart.

Salesmen should often use respectful words to establish their own etiquette image and complete benign and interactive interpersonal relationships.Treat people with an attitude of being neither humble nor overbearing, and befriending others.First create a friendly and polite emotional atmosphere, and then praise your customer with a confident attitude and affirmative words, and tell him loudly that this product or service will bring him a lot of good luck and fun.

The first invitation, the second thank you, the third labor, the fourth enthusiasm, and the fifth blessing are the specific manifestations of using honorifics; when sitting, standing, walking, and running, you must have a posture and coordinate with the overall wearing accessories.When guiding customers and leading the way, the salesman should be in front of the customers, supplemented by gestures to express the direction of travel.

(End of this chapter)