Behavioral Psychology: Instantly Read the Secrets Behind Others' Small Actions
Chapter 9 Place an order in 1 minute, interpret customer micro-reactions and find a breakthrough
Chapter 9 Place an order in 1 minute, interpret customer micro-reactions and find a breakthrough
When negotiating with customers, we can not only convey various information to customers through our own body language, but also discover the other party's psychology through the intentional or unintentional body movements of customers.For a salesman, if he can accurately interpret the body language of the customer, he can find a breakthrough for successfully winning the order.
1.Dilated pupils betray customers' "no"
Mr. Q: Today, when I was negotiating with a client, I found that when he said "no", his pupils suddenly dilated. What's the matter?
Career expert: Dilated pupils can betray the "no" in the client's mouth, maybe he thinks the opposite in his heart.
【Scene reconstruction】
Luo Zhongjun is the sales director of an IT company.Recently, he was negotiating business with a large company.The negotiating counterparty is a very difficult client to deal with.He repeatedly asked for a 5% reduction in the overall price, and threatened Luo Zhongjun.If there is no discount, you will not cooperate with them, but find another stronger competitor.
The threat from the negotiating opponent really shook Luo Zhongjun's heart.He is very clear that the market competition is very fierce now, and it is really not easy to negotiate a list.At this time, if the price is lowered, it will undoubtedly cause a lot of losses to the company; if the price is not lowered, then the business may not be done.
When Luo Zhongjun was hesitating, the vice president of sales who participated in the negotiation said firmly: "If you don't lower the price! If you want to sign, you can sign, if you don't want to sign, then you can drop it!" After speaking, he put on an expression of indifference.
At this time, Luo Zhongjun, the sales director, was puzzled and thought that the vice president's actions were too risky.He wanted to stop the vice president, but what he didn't expect was that before he could say anything, the negotiating opponent agreed to sign the contract.
To this end, the company also specially held a celebration party.At the celebration party, sales director Luo Zhongjun raised his glass and said, "Vice President, I really admire your courage!"
"To be honest, I really don't have that much guts. If I just rely on guts, I will lose any business, and I won't be able to win any orders."
Luo Zhongjun asked even more surprised: "Then I really don't understand. If it wasn't for your aura to overwhelm the other party, how could they cooperate with us? Do you have an insider?"
The vice president took a sip of his wine and said with a big laugh: "You can also say that. However, the insider I use is not the kind of commercial espionage, but the other party's body. Maybe you haven't noticed that the first time I talked to them When negotiating business, they were already very interested in our project. At that time, I carefully observed their reactions. I found that when they looked at our project, their eyes became brighter and their pupils dilated. At that moment, I I decided that we would be able to take them down this time. Sure enough, they gave in obediently when I was determined not to back down. The other stronger company they said was just a cover, but in fact they were very afraid of losing us orders."
Luo Zhongjun, the sales director, suddenly realized.
When negotiating with customers, if you don't pay attention to observe the other party's body movements, you are likely to be fooled by the "no" said by the customer.
[expert answering doubts]
Generally speaking, the human pupil dilates in dark places and shrinks in bright places.However, some psychologists have concluded through research that people's pupils are not only affected by the intensity of light, but also by mood.Changes in mental state can also dilate or narrow the pupils.Let's take a look at an experiment conducted by American psychologist Edward Hess.
Edwards Hayes chose two groups of testees, male and female, and showed them five slides respectively. The content of the five slides included babies, mothers with babies, male nude photos, female nude photos and landscape paintings, and The pupils of the subjects were photographed and recorded.The results showed that the pupils dilated the most when looking at nude photos of the opposite sex, the pupils dilated by 20%, and there was no difference in the degree of pupil dilation between males and females.
The experiment of Edwards Hayes showed that the enlargement and reduction of the pupil, although it is only a small physical movement, can judge a person's mental activity and its changes very accurately through this change-when the sensory nerve is stimulated, Or under strong psychological stimulation, or seeing something that you are particularly interested in, the pupils will involuntarily expand rapidly. This reaction is called psychological sensory reflex in psychology.
The vice president in the story found out from the negotiating opponent's dilated pupils that he was interested in his company's project, and said "no" in his mouth, but he thought exactly the opposite in his heart.So when a client says this, if his pupils dilate, he is lying.If he puts forward some additional conditions, or some reasons, and refuses to reach a deal with you, then you must not accept it lightly.Because it was just an excuse for him.
[Extended reading]
Changes in the pupils are out of a person's voluntary control.The enlargement and contraction of pupils truly reflect complex and changeable psychological activities.If you look closely at a person's pupils, you can see that the "no" in his mouth has other meanings.
Dilated pupils indicate excitement
If you are talking to a person, the pupils of the other person dilate to 4 times larger than usual.This shows that the person is feeling pleasure, affection, excitement.
Constricted pupils indicate depression
Generally speaking, when a person is depressed, the pupils will narrow, which indicates that he is feeling disgusted, tired, and annoyed at this time.
No change in pupils indicates boredom
If a person's pupils do not change at all, it means that he is indifferent or bored to what he sees.
2.The client's eyes are closed to show that they are absent-minded
Q Jun: When I was negotiating with a client today, I introduced my products to him endlessly, but he closed his eyes tightly, as if he was asleep.It really frustrates me.
Professional in the workplace: The customer's eyes are closed, it is likely that he is not interested in your product, and he deliberately shows a absent-minded look.If you are sure that the other party has no sincerity in the purchase, you'd better stop the conversation consciously.
【Scene reconstruction】
Zhao Yunfei is a mobile phone salesman.One day, he contacted a customer and vigorously promoted his product to the customer.After his detailed introduction, the customer asked him to bring some mobile phone samples to negotiate.
According to the agreed time, Zhao Yunfei came to the customer's office early with a mobile phone sample.However, to Zhao Yunfei's disappointment, the client did not come at the agreed time and was an hour late.
Zhao Yunfei vaguely felt that signing the contract was not as easy as he imagined.As soon as he saw the customer, he handed over his mobile phone samples with both hands.The customer took the sample and looked at it.
Zhao Yunfei, who was standing aside, introduced himself: "This is a newly launched mobile phone product. It is of high quality and low price, and the casing is extremely exquisite..."
The customer gently put down the sample, and said with some disapproval: "I think it is similar to the products on the market, and there is not much advantage."
When Zhao Yunfei heard it, he hurriedly introduced the uniqueness of his product: "Look, we have a variety of products, including white, pink, and light red. The mobile phone also has many functions, and it can play music. , can take pictures, surf the Internet, have videos, and watch TV, and the most important thing is that you can also surf the Internet wirelessly when you go to KFC..."
Zhao Yunfei continued to introduce his products without noticing that the customer had closed his eyes.After an unknown amount of time, Zhao Yunfei asked, "If you can buy 500 pieces at once, I can sell them to you at a reduced price of 10 yuan."
However, Zhao Yunfei did not hear from the client for a long time.He looked back and found that the client was closing his eyes tightly, as if asleep.Looking at the customer's closed eyes, he knew that the customer had completely lost interest in his product, and it was just a waste of time to say more.Therefore, he said: "Mr. Li, you are too tired today, I'd better go back first! I will talk to you in detail some other day."
Zhao Yunfei walked out of the client's company very depressed, stood downstairs, looked at the window of the client's office, and couldn't help sighing: "This client is really unpredictable."
Is the mind of the customer really that elusive?When negotiating with customers, have you ever encountered a situation where customers closed their eyes tightly? How did you solve it?
[expert answering doubts]
For a person, opening and closing eyes are very common eye movements.Under normal circumstances, people always keep their eyes open during the day, and only close their eyes for a short rest unless they are extremely tired.If a customer is very interested in your product, then he will not only keep blinking normally, but even open his eyes wide to absorb the light to the maximum, so that he can see your product more clearly, or obtain more information.On the contrary, if the customer is not interested in your product, he will show an absent-minded look and close his eyes unconsciously.
Obviously, the customer in the story is not interested in the products of the salesman Zhao Yunfei.Therefore, when he introduced the product incessantly, the customer unconsciously closed his eyes.Zhao Yunfei noticed the client's action and knew that he couldn't make the client open his eyes, so he had to leave consciously.The so-called "Business cannot be done with righteousness", maybe there will be opportunities for cooperation next time.
Therefore, when the customer closes his eyes, he either chooses to run away like Zhao Yunfei in the story, or he tries to break the deadlock of silence and let the conversation continue.If you are convinced that the customer has no sincerity to buy, don't waste any more words.If the customer is skeptical about the quality of your product, then you may wish to provide some necessary proof materials, such as valid and authoritative certification materials, to dispel some doubts of the customer.
But no matter what, as a salesman, we must respect our customers, and we must not forcefully justify, let alone criticize the customer's point of view.Only with a correct working attitude can one become a qualified salesman.
[Extended reading]
Eye opening and eye closing are very common eye movements, but in different situations, eye closing represents different meanings.Let's take a look together:
eyes closed when resting
Physiologically speaking, when a person is tired, he or she craves a short nap.When taking a nap, the eyes will naturally close.
closes eyes when in danger
When a person is in danger, he will involuntarily close his eyes.It can be seen from this that the action of closing eyes also implies a person's psychology of wanting to protect himself.
closes eyes when under duress
When a person feels that he is being threatened, or encounters someone or something he does not like, he will actively close his eyes.This action is mainly to prevent yourself from seeing things you don't want to see by blocking your vision.This is what the so-called "out of sight, out of mind" means.
closes eyes when distracted
If a person wants to express contempt, dislike, anger, or even hear dislike, they will close their eyes.The other party may be absent-minded during this action, may be suspicious of you, or express dissatisfaction with you.
3.Scratching the chin shows that it is considering how to decide
Mr. Q: When negotiating with a client today, he listened to me very carefully, but scratched his chin from time to time.What does this represent?
Expert in the workplace: The other person listens to you carefully to show that he is interested in your topic, and scratching his chin shows that the other person is considering how to make a decision. You might as well give him some guiding opinions!
【Scene reconstruction】
Ren Haifeng is a salesman of a company. After several years of research and development, his company finally developed a glass product with very high hardness.
On this day, Ren Haifeng took the product information and found a dealer.The dealer received him very politely and seemed to show some interest in his products.Therefore, Ren Haifeng was invited to the office for a detailed discussion.
"Our glass product has been greatly improved on the basis of the previous ones. First of all, it is harder and more durable than the products on the market. Secondly, our glass product has patterns printed on it, which is more beautiful .Finally, our prices are better.”
Ren Haifeng sat at the same table face to face with the distributor, and introduced the advantages of the company's newly launched glass products to him in detail.While the dealer in front of him listened carefully to Ren Haifeng's introduction, he put one hand directly under his chin, separated his thumb from the other fingers, gently grasped and pinched his chin, and gently rubbed his chin from time to time.When Ren Haifeng finished speaking, the dealer began to scratch his chin.
Ren Haifeng saw the dealer's action, and a brilliant idea came to his mind.He had read a book on psychology that said that scratching one's chin indicated that one was considering a decision.So, he took out the sample and said to the dealer: "Maybe you doubt the quality of our company's products, maybe you will say that you get what you pay for, how can there be good quality and low price? But I will prove it to you now." Look, you really bought something of high quality and low price.” After finishing speaking, he took a hammer and smashed it hard against a piece of glass product.
"What are you doing..." Before he finished speaking, the dealer saw the result and stood up with open arms.Because he saw that the glass smashed by Ren Haifeng with a hammer was not damaged at all.
When signing the order, the customer said meaningfully: "You are right! When you introduced the product, I really thought about whether I should believe your product. Every salesman said how good his product was. , I believe you are no exception. Moreover, your price is so favorable, so this makes me doubt it even more. However, I now believe in your product. Because you have proved with facts that the quality of your product is indeed excellent."
In this way, Ren Haifeng successfully signed an order.
When negotiating with customers, have you ever noticed the action of customers scratching their chin?Have you read the hidden meaning behind it?
[expert answering doubts]
Everyone is very familiar with Rodin's sculpture "The Thinker", which successfully created a strong male image.The man was bent over, bent his knees, and rested his chin with his right hand, as if he was thinking about something.The sculpture reveals a common human gesture when thinking: stroking or cupping the chin.
Yes, when we communicate with others, as long as we observe carefully, we can find that the other party touches the chin from time to time.There is a lot of mystery in stroking the chin. When negotiating with customers, if you understand the secret behind the other party's body movements, then it will no longer be a dream to win an order in one minute.
The reason why Ren Haifeng in the story was able to sign the order successfully was because he understood his hesitant psychology from the action of the dealer scratching his chin.I want to buy it, but I am afraid of being cheated.Aiming at the customer's mentality, Ren Haifeng took out the hammer without hesitation and smashed it at the glass to prove the hardness of the glass.Ren Haifeng just used facts to prove to customers that the quality of his products is indeed excellent, thus dispelling customers' doubts.Finally, the order was successfully signed.If he didn't notice the dealer's chin-grabbing action at that time, or failed to understand the meaning of the dealer's chin-grabbing action, maybe he missed this opportunity to successfully sign the order.
The above story tells us a truth: When negotiating with customers, don't ignore the action of customers scratching their chins.Interpret this action, you will get unexpected gains!
[Extended reading]
When people are thinking, they will unconsciously make an action: stroke or hold their chin.When you communicate with others, you find that the communication partner touches his chin from time to time.Do you know what that means?
Gently resting the chin to show that it is listening carefully
When you talk to someone, the other person looks at you quietly, but unconsciously rests his chin with one hand, as if digesting your point of view.This shows that he is listening to you carefully.You can feel free to say whatever you want without worrying about anything.
Scratching the chin shows that the other person is thinking about how to make a decision
When you are talking to someone, put one hand next to the cheek or directly under the chin, separate the thumb from the other fingers, gently grasp the cheek or chin, and rub the chin lightly from time to time.The posture of the other person tells us that they are listening and thinking about whether your point of view is correct or not.Then, make a positive or negative judgment according to your own judgment.When he starts scratching his chin, it's a sign that he's thinking about a decision and needs a little input.
A high chin is a gesture of contempt
A high chin always gives a haughty gesture of contempt for others.When we walk with our heads held high and our chests held high, we must learn to observe our words and expressions, and when we meet colleagues, we must take the initiative to nod and say hello, showing a modest and polite smile.Otherwise, we could easily offend others with our raised chin.
4.The customer puts his hands on his knees to show that the other party intends to get up and leave
Mr. Q: Today, when I was having a good time talking with a client, I suddenly found him with his hands on his knees, as if he was about to get up and leave.
Professional in the workplace: Putting hands on the knees indicates that the other party intends to get up and leave, and his brain has already made preparations to leave intentionally.If you notice this behavior from the client, you should cut off the conversation as soon as possible.
【Scene reconstruction】
Chen Cheng is a salesperson and Wang Zong is an old customer of his. They have known each other for a long time and are very familiar with each other.Once, Chen Cheng made an appointment with Mr. Wang to show Mr. Wang some new samples.That day, Chen Cheng set off on time according to the agreed time.However, what Chen Cheng didn't expect was that he didn't bring his mobile phone when he walked halfway.Although he was almost at Wang's head office, he wanted to get acquainted with Wang, so it didn't matter if he was a little late.So, I went back to get my phone again.
However, to his surprise again, when he hurried to Wang's head office, Wang answered a call 3 minutes before he entered the door, and his mother came to see him from Sichuan.Mother is old and not familiar with the route.Therefore, he has to go to the airport to pick up his mother.
Therefore, Mr. Wang hurriedly packed up his things, and when he was about to leave, Chen Cheng knocked on the door and came in.Mr. Wang wanted to take a brief look at the materials he brought, so it shouldn't take too long.So I sat back on the office chair.
As soon as Chen Cheng arrived, he immediately handed over his materials.Mr. Wang took the materials and looked at them. He suddenly discovered some new designs, and these designs could not be explained clearly in a short while.When he was in a hurry, he involuntarily put his hands on his knees, with one foot in front and one behind, with his knees bent, as if in a running posture.
Chen Chengcheng came to sit by the desk, and at this moment he wanted to stand up and explain to Mr. Wang.Unexpectedly, I suddenly saw Mr. Wang pressing his hands on his knees, with one foot in front and the other behind, and his knees were bent.He immediately understood that Mr. Wang must have something urgent to deal with.So, he took another look at the packed small leather bag on the desk.Therefore, I am more convinced of my guess.Therefore, Chen Cheng put down the documents in his hand, and said with a smile: "Mr. Wang, do you have something urgent to do? I wasted your time! Let's talk about our affairs another day, and you can go to your business first. "
Mr. Wang truthfully told the truth about himself.Upon hearing this, Chen Cheng quickly apologized.Mr. Wang immediately stood up and said gratefully: "Thank you for your understanding, then let's make an appointment to talk about it another day! I'm really sorry for making you come here for nothing."
When negotiating with customers, have you paid attention to observing the knee and leg movements of customers?If you can capture knee and leg movements, you can uncover other hidden information about your customers.
[expert answering doubts]
Although people's legs and knees are far away from people's brains, in many cases their reactions can indeed reflect the most real psychological state of people.According to the research of the British psychologist Morris, the farther the part of the human body is from the brain, the greater its credibility, that is to say, the movements made by a person's legs and knees can more truly reflect a person's inner attitude.
The salesman in the story, Chen Cheng, noticed the action of Mr. Wang pressing his knees with both hands, and through this action, he understood Mr. Wang's psychological state, and then interrupted the conversation in a timely manner according to Mr. Wang's psychology.In this way, it not only relieved Mr. Wang's anxious mood, but also made Mr. Wang look at him with admiration.If Chen Cheng hadn't figured out Mr. Wang's psychology, when Mr. Wang left angrily, maybe this business would have come to an end.
When talking with others, many people will consciously control and cover up their inner emotions, trying not to let it show on facial expressions, but many times they always ignore the control of their legs and feet.Therefore, the legs and feet have not learned to lie.Therefore, when negotiating with customers, not only must listen to the customer carefully, but also learn to pay attention to his body language, and never ignore his leg movements.
[Extended reading]
A person's knee also hides many secrets, if you observe carefully, you will find many unexpected secrets!
hands crossed on knees to indicate a wait-and-see attitude
Generally speaking, when negotiating with customers, if the other party has not made a final decision, they will cross their hands on their knees and cross their legs below their knees to adopt a wait-and-see attitude.This is a neutral posture.If you have noticed the customer's action, you might as well continue the negotiation until the customer agrees.
Fingers crossed on lap to indicate boredom
If you are talking with a customer, the other party turns his head away first, and slowly turns his body away, and involuntarily crosses his fingers together and puts them on his knees.This shows that the other person is bored.If you notice this behavior from the client, it's best to stop the conversation.
The man with his hands on his knees wants to get up and leave
Putting hands on knees is a very clear signal that his brain is ready to end the meeting.When you are negotiating with a customer, if you notice the customer's action, it is best to end your conversation in time without delay.Because the client probably has more important things to accomplish.
5.Standing on tiptoe and expressing willingness to cooperate
Q Jun: Today, when I was negotiating with a client, I found him sitting at the front of the chair with his toes on tiptoes. Does this mean that he is willing to cooperate?
Professional in the workplace: Yes, yes, the customer sits on the front of the chair and stands on tiptoe to show an eager gesture.This means that the other party is willing to cooperate.If you make good use of it, both parties may reach a mutually beneficial agreement.
【Scene reconstruction】
Tang Bin is a marketing manager of a consulting company.Once, the company had a very important customer that needed to be negotiated.The general manager handed over this task to Tang Bin, the marketing manager.
Tang Bin came to the agreed place early at the agreed time - a high-end coffee shop.As soon as he saw the customer, he shook hands with the customer very enthusiastically, leaving a good first impression on the customer.
After the two parties sat down, Tang Bin handed the company's information and his business card to the customer, and explained the company's business process in detail.While reading the information, the customer said cheerfully: "I have heard that your company has a very good management system. Today, after listening to your introduction, I know that the reputation is indeed well-deserved. It is a great blessing to cooperate with you."
Hearing what the customer said, Tang Bin was naturally happy, and said with a smile: "Yes! I have heard about you, Mr. Li, and it is a great blessing for me to have a face-to-face conversation with you today! Since So, Mr. Li, look at our contract..."
The customer waved his hand and said, "No hurry, no hurry! Let's drink coffee first and chat."
Tang Bin couldn't figure out what the client said. He didn't know what the client was thinking. He didn't want to embarrass me and let me quit, or he was more cautious and hoped to spend more time to understand the details.Just when Tang Bin was puzzled, he suddenly noticed the feet under the client's table.He found the client sitting on the chair, tiptoeing.This discovery made him very happy. He knew that the other party was also eager to sign the contract, but there might still be some doubts, and he needed to prove something.As long as you make good use of it, the two parties may reach a mutually beneficial agreement.
Therefore, Tang Bin smiled and said: "Yes, yes, such an opportunity is rare. We have to have a good chat." During the chat, Tang Bin found that the customer's topic always revolved around the company, such as How much the company made last year, the company's current personnel situation, etc.Tang Bin answered all of them.
In the end, the customer really patted Tang Bin on the shoulder and said, "It's a pleasure to negotiate business with you. Let's look at the contract now!" After speaking, he took the contract and signed his name.
When the customer's words make you unpredictable, have you paid attention to his body language, maybe you can find the answer you want from here.
[expert answering doubts]
The direction of the toes not only indicates the direction the person wants to go, but also expresses interest in the person he is pointing to.Although the toes are the farthest from the human brain, they often reflect a person's truest psychological state.Therefore, legs and feet are the most real body parts of a person.A person's facial expression may deceive us, but their feet cannot.Because we entered the society, we gradually learned to control our facial expressions, learned to force our smiles, and often neglected the control of our feet.
Some psychological studies have found that if a person's emotions are high, the body will unconsciously make movements that deviate from the direction of gravity, such as toes on the ground, heels up, or heels on the ground, toes up, which are all positive emotions; On the contrary, if a person's mood is not high, or even has no interest at all, the body will involuntarily move laterally, or simply choose to leave.If you carefully observe a person's foot movements, you can discover unexpected secrets.
Tang Bin in the story understood the customer's concerns from his action just because he discovered the action of the customer standing on tiptoe.He cleverly used the mentality of the housekeeper, and finally successfully signed the order.If he had ignored the customer's tiptoe action, he might have missed the opportunity to sign the order.
When negotiating with customers, if you notice the customer's action, you might as well make good use of it to push the two parties to reach a mutually beneficial agreement.
[Extended reading]
The toes are the farthest from the human brain, but in many cases it reflects a person's truest psychological state.If you observe carefully, you can discover other information hidden by the other party.Let's take a look together:
Turning the toes from opposite to the door indicates that it wants to leave
Psychologists believe that the direction of foot rotation, especially the direction of toe rotation, is the best signal to indicate whether the other party wants to leave.When talking with a customer, if you find that the customer's feet are no longer facing you, but turn in another direction, or point to the direction of the door, it often means that he wants to leave, and you should be tactful. Realize that something might be wrong, and stop "boggling" the other person.
Frequent kicking indicates rejection
American psychologist Robert Soma proved through experiments that when a person is invaded too much by others, the initial way of rejection is to kick his toes frequently.When negotiating with customers, if you find that your customers are starting to tiptoe, you should understand that the other party has begun to be absent-minded, or even began to resist and refuse. At this time, you'd better change the subject.
Tapping the floor with your toes is meant to warn you not to go any further
When negotiating with customers, the customer's constant tiptoe on the floor is a warning to you: don't come here again, or don't blame me for being rude.At this time, you should keep this distance and don't continue to violate his "territory". Instead of pressing him every step of the way, it is better to give the customer a safe range.
The ankle of one foot rests on the knee of the other leg to show that it is not giving up
When negotiating with a client, if the ankle of one foot of the client rests on the knee of the other leg, it shows that he is holding an attitude of not admitting defeat or striving for victory at this time.Your sales or explanation has not impressed him yet, and further explanation is needed.
Upturned toes indicate a happy mood
When a person is in a good mood, or hears something that makes him happy, he will involuntarily turn his toes up and point to the sky, while his heels are still on the ground.If you see customers making this kind of action, it shows that the other party is very interested in your product.
Sit on the front of the chair and stand on tiptoe to show that they are willing to cooperate
When negotiating with customers, when the other party sits on the front of the chair and stands on tiptoes, showing an eager gesture, it means that the other party is willing to cooperate and expresses positive emotions.If you make good use of it, both parties may reach a mutually beneficial agreement.When you are negotiating with a person, if you find that the other party has this kind of action, you might as well make a little concession. In this way, your negotiation will satisfy both parties.
6.People who hold their glasses tightly when drinking are hypocritical
Q Jun: When negotiating with a client, I found that he likes to cover the mouth of the cup tightly when drinking, as if deliberately covering up his true feelings?
Professionals in the workplace: Yes, people who like to cover their cups when drinking are hypocritical. They deliberately hide their true feelings.For such customers, flattering him can break through his psychological defense.
【Scene reconstruction】
Qiao Xiaoping is a salesman of an insurance company.The company has recently developed a major customer as a key sales target. This customer is taciturn and difficult to deal with.Several salesmen sent by the company failed.After Qiao Xiaoping found out about this, he volunteered to negotiate business.
Qiao Xiaoping arranged the negotiation venue at a high-end restaurant.The client was indeed a taciturn person. When they first drank, they didn't say anything except toasting each other.However, the careful Qiao Xiaoping saw the clue from the behavior of this client drinking.
While drinking, Qiao Xiaoping found that the client was tightly covering the mouth of the wine glass, trying to hide his true feelings.He once saw this sentence in a book: "When drinking, people who like to cover the mouth of the cup are hypocritical." Thinking of this, an imperceptible smile appeared on the corner of his mouth.So, he raised his glass and said respectfully: "Mr. Zhang, I have heard of your famous boss for a long time, but I have never had the opportunity to visit you. Today, I finally have the opportunity. We must have a good time. Have a drink. Come on! Do it!"
"What? A famous boss?" Although the boss was surprised, he was very happy.
Seeing the change in the expression on his face, Qiao Xiaoping knew that her flattery had paid off.So, he said unhurriedly: "Yes, according to the results of my investigation, everyone said that it is best to ask you for this question."
When the customer heard this, he was very happy, and pretended to be surprised and said: "Everyone is talking about me! I dare not take it seriously. What is the problem? Let me see if I can help you solve it."
Qiao Xiaoping cupped his fists and said, "To be honest, it's..."
Qiao Xiaobing passed the first hurdle easily in this way, and gained the trust and favor of the client.After some conversation, the customer finally decided to buy insurance.
After returning to the company, colleagues came to ask for tips.Qiao Xiaoping said with a smile: "I can see from his drinking posture that he is vain. If you want to persuade such customers to sign an order, you have to use flattery to break through his psychological defense."
When negotiating business with customers, they often drink money.From the wine that customers like to drink, you can discover many unexpected secrets, but pay attention to the drinking posture of customers, and you can discover more secrets from their drinking posture.
[expert answering doubts]
Anyone who is thirsty for wine will pick up the cup, and the action of picking up the cup is simple, but it has a lot of meaning.Some careful psychologists and behaviorists have conducted long-term research on the way people hold cups, and found that different cup-holding techniques can express different inner worlds.
The client in the story is taciturn, inarticulate, and unpredictable.Therefore, let the salesmen be unable to attack for a long time.However, Qiao Xiaoping knew that he could not find a breakthrough in language, so he started with his body movements.Careful, he soon discovered that the other party likes to tightly cover the mouth of the cup when drinking.He therefore concludes that the client is vain.If you want to explain customers like Aimu Vanity, you have to use flattering words to break through his psychological defense.
A millionaire said frankly: "I just like flattery. I like to hear it, and others like to hear it. Flattery is my tried and tested secret weapon!" The client in the story slowly let go of Qiao Xiaoping's flattery. Guard mentality.Soon agreed to sign the order.
The above story tells us a truth: when negotiating with customers, we must first figure out the other party's personality, and adopt different treatment methods according to the different personalities of the other party, so as to find a breakthrough for signing the contract.
[Extended reading]
Although the action of drinking and holding a cup is simple, different ways of holding a cup show different inner worlds, and also show different personalities.Careful observation can reveal its secrets.
Man holding wine glass tightly with thumb on rim while drinking confession
Some open-minded people always like to hold the glass tightly when drinking, and put their thumbs on the rim of the glass.They do this to hold the glass more firmly so they can drink it down in one gulp if the other party asks for a booze.If conditions permit, they will not refuse anyone, and if the other party asks, they will get drunk.
The person who holds the glass tightly with his thumb on the rim while drinking is smart
Those who are wise drink with a firm grip on the glass, with their thumbs firmly pressed against the rim.They will skillfully cope with each other's toasts, and the amount of alcohol they drink will be kept within a certain limit.If they don't want to get drunk, they can control themselves well no matter how the other party persuades them to drink.
People who hold their glasses tightly when drinking are hypocritical
Those hypocrites cover their cups tightly when they drink, as if deliberately concealing their true feelings.They don't easily expose themselves in front of others, they are afraid that others will look at him inconsistently with what they want, and they are also afraid of losing face.
Brainy person holding glass tightly with one hand while carelessly stroking the rim with the other while drinking
People with a lot of brains like to drink with one hand firmly holding the glass while the other carelessly strokes the rim.They regard drinking as a simple external activity, and the taste of the wine is irrelevant.
Feet holding goblet while drinking, man with index finger forward greedy
When those greedy people drink, they like to hold the foot of the high wine glass and stretch their index fingers forward, deliberately showing elegance and being different.This type of person favors the rich, powerful and prestigious.
7.The gesture of the client to remove the fluff from his clothes is a sign of disapproval
Mr. Q: When negotiating with a client today, he frequently took the fluff off his clothes. Why?Could it be that the quality of his clothes is not good?
Professionals in the workplace: The action of customers taking off the fluff on their clothes is a signal of opposition, because it is not convenient for them to directly express their objections, and they often express them through some small actions.So, you need to pay attention!
【Scene reconstruction】
After saying goodbye to the client and making an appointment for the next meeting, Sophie turned around and walked into the nearby restaurant.Sophie's immediate boss, Manager Liu, was sitting in a hidden place just now, observing every move of Sophie and the client.Sophie happily walked up to Manager Liu, and asked with a smug face, "Manager Liu, how was my performance just now?"
Sophie has been talking eloquently just now, and she believes that she will win the praise of Manager Liu, the sales champion of the sales department, just because of her ability to stun customers.However, to Sophie's surprise, Manager Liu sighed lightly and said, "Sophie, your eloquence is indeed very good, but you should at least pause when the client expresses objection and let him express his own opinion." view."
Sophie was taken aback, and asked suspiciously, "He didn't deny my opinion?"
Manager Liu asked: "Then why do I see that the customer has been scratching the hairs on his clothes? Is it really because his clothes are of poor quality and have hair balls?"
It was only then that Sophie remembered that after she put forward a plan that she thought was very beneficial to the other party, that client would pick the fluff off her clothes from time to time.At that time, I didn't care, thinking that his clothes were pilling.Unexpectedly, this action has another meaning.
When it was time to meet, Sophie called the client again, but the client excused herself by having other important matters.Sophie hung up the phone with a long sigh.
[expert answering doubts]
In the workplace, if a person expresses objection to the other party's point of view, he may directly refute, but more often than not, he thinks it is unnecessary to make rebuttals to cause discomfort to both parties.Therefore, he will choose not to express his dissent, but his inner dissent will be expressed through some small gestures.For example, reaching out to pick off the fluff that does not exist on the body.
The client in the story chose not to express his objection because he wanted to bring unpleasantness to both parties. He expressed his inner objection by removing the fluff that does not exist on his body.However, during Sophie's conversation with the customer, Sophie didn't notice the customer's behavior at all, and as a result, she missed a customer.
The above story tells us a truth: When talking with customers, don't ignore some small actions of customers.They turn the cup in their hands, or lower their heads, which seem to be casual small movements, but they are actually telling each other: "What are you talking about? This is so funny, how is this possible?" Even if the other person looks up at you and nods, Or saying "Um...yes...ok..." As long as he keeps making small gestures, we can tell that deep down the other person is not really agreeing.
[Extended reading]
No matter in the workplace or in life, which actions are signals of opposition?
Stretch out your index finger and wiggle it back and forth
The arm is bent, the palm is facing the person who is talking, and the fist is lightly clenched, only the index finger is straightened, swinging with the forearm from side to side, and with the head from side to side.This action expresses firm disagreement and opposition to something.
Deliberately pluck the fluff from your own clothes
When a person deliberately makes the small gesture of removing "fluff" that does not exist on his body, he shows that he disagrees with the perspective of the person he is talking to.If the other party is embarrassed to express his objection, but wants you to know his objection's position, he will make the small gesture of objection more obvious.
Close your eyes
When you are talking to someone and he closes his eyes, you should stop talking.Because the basic meaning of closing your eyes is to oppose, don't force yourself to promote it.
Head shaking is very obvious and the frequency is particularly high
When shaking the head expresses obvious disapproval, people's head movements will shake very obviously from side to side, and the frequency is also particularly high.This gesture implies a great deal of impatience with what the other person has to say.
chapter summary:
1.Clients with Dilated Pupils
Some clients say "no" but their pupils dilate involuntarily.Dilated pupils already give away the "no" in his mouth, indicating that he is very interested in your product.At this point, you just need to stand firm.
2.Client with eyes closed
If the customer's eyes are closed tightly, it is likely that he is not interested in your product and deliberately shows a absent-minded look.If you are sure that the other party has no sincerity in the purchase, you'd better stop the conversation consciously.
3.client scratching chin
A customer strokes his chin to show that he is considering a decision.At this time, you might as well give the other party some guiding opinions.
4.Client with hands on knees
Pressing the knees with both hands indicates that the other party intends to get up and leave, and his brain has already made preparations to leave intentionally.If you notice this behavior from the client, you should cut off the conversation as soon as possible.
5.client on tiptoe
The customer sits on the front of the chair and stands on tiptoe to show an eager gesture, expressing willingness to cooperate.If used well, both parties may reach a mutually beneficial agreement.
6.Customers who tightly cover their cups while drinking
People who like to hold their glasses tightly when drinking are hypocritical, they deliberately hide their true feelings.For such customers, flattering him can break through his psychological defense.
7.Customers who pick the fluff off their clothes from time to time
The action of customers taking off the fluff on their clothes is a signal of objection, because it is not convenient for them to express their objection directly, and they often express it through some small actions.So, you need to pay attention!
(End of this chapter)
When negotiating with customers, we can not only convey various information to customers through our own body language, but also discover the other party's psychology through the intentional or unintentional body movements of customers.For a salesman, if he can accurately interpret the body language of the customer, he can find a breakthrough for successfully winning the order.
1.Dilated pupils betray customers' "no"
Mr. Q: Today, when I was negotiating with a client, I found that when he said "no", his pupils suddenly dilated. What's the matter?
Career expert: Dilated pupils can betray the "no" in the client's mouth, maybe he thinks the opposite in his heart.
【Scene reconstruction】
Luo Zhongjun is the sales director of an IT company.Recently, he was negotiating business with a large company.The negotiating counterparty is a very difficult client to deal with.He repeatedly asked for a 5% reduction in the overall price, and threatened Luo Zhongjun.If there is no discount, you will not cooperate with them, but find another stronger competitor.
The threat from the negotiating opponent really shook Luo Zhongjun's heart.He is very clear that the market competition is very fierce now, and it is really not easy to negotiate a list.At this time, if the price is lowered, it will undoubtedly cause a lot of losses to the company; if the price is not lowered, then the business may not be done.
When Luo Zhongjun was hesitating, the vice president of sales who participated in the negotiation said firmly: "If you don't lower the price! If you want to sign, you can sign, if you don't want to sign, then you can drop it!" After speaking, he put on an expression of indifference.
At this time, Luo Zhongjun, the sales director, was puzzled and thought that the vice president's actions were too risky.He wanted to stop the vice president, but what he didn't expect was that before he could say anything, the negotiating opponent agreed to sign the contract.
To this end, the company also specially held a celebration party.At the celebration party, sales director Luo Zhongjun raised his glass and said, "Vice President, I really admire your courage!"
"To be honest, I really don't have that much guts. If I just rely on guts, I will lose any business, and I won't be able to win any orders."
Luo Zhongjun asked even more surprised: "Then I really don't understand. If it wasn't for your aura to overwhelm the other party, how could they cooperate with us? Do you have an insider?"
The vice president took a sip of his wine and said with a big laugh: "You can also say that. However, the insider I use is not the kind of commercial espionage, but the other party's body. Maybe you haven't noticed that the first time I talked to them When negotiating business, they were already very interested in our project. At that time, I carefully observed their reactions. I found that when they looked at our project, their eyes became brighter and their pupils dilated. At that moment, I I decided that we would be able to take them down this time. Sure enough, they gave in obediently when I was determined not to back down. The other stronger company they said was just a cover, but in fact they were very afraid of losing us orders."
Luo Zhongjun, the sales director, suddenly realized.
When negotiating with customers, if you don't pay attention to observe the other party's body movements, you are likely to be fooled by the "no" said by the customer.
[expert answering doubts]
Generally speaking, the human pupil dilates in dark places and shrinks in bright places.However, some psychologists have concluded through research that people's pupils are not only affected by the intensity of light, but also by mood.Changes in mental state can also dilate or narrow the pupils.Let's take a look at an experiment conducted by American psychologist Edward Hess.
Edwards Hayes chose two groups of testees, male and female, and showed them five slides respectively. The content of the five slides included babies, mothers with babies, male nude photos, female nude photos and landscape paintings, and The pupils of the subjects were photographed and recorded.The results showed that the pupils dilated the most when looking at nude photos of the opposite sex, the pupils dilated by 20%, and there was no difference in the degree of pupil dilation between males and females.
The experiment of Edwards Hayes showed that the enlargement and reduction of the pupil, although it is only a small physical movement, can judge a person's mental activity and its changes very accurately through this change-when the sensory nerve is stimulated, Or under strong psychological stimulation, or seeing something that you are particularly interested in, the pupils will involuntarily expand rapidly. This reaction is called psychological sensory reflex in psychology.
The vice president in the story found out from the negotiating opponent's dilated pupils that he was interested in his company's project, and said "no" in his mouth, but he thought exactly the opposite in his heart.So when a client says this, if his pupils dilate, he is lying.If he puts forward some additional conditions, or some reasons, and refuses to reach a deal with you, then you must not accept it lightly.Because it was just an excuse for him.
[Extended reading]
Changes in the pupils are out of a person's voluntary control.The enlargement and contraction of pupils truly reflect complex and changeable psychological activities.If you look closely at a person's pupils, you can see that the "no" in his mouth has other meanings.
Dilated pupils indicate excitement
If you are talking to a person, the pupils of the other person dilate to 4 times larger than usual.This shows that the person is feeling pleasure, affection, excitement.
Constricted pupils indicate depression
Generally speaking, when a person is depressed, the pupils will narrow, which indicates that he is feeling disgusted, tired, and annoyed at this time.
No change in pupils indicates boredom
If a person's pupils do not change at all, it means that he is indifferent or bored to what he sees.
2.The client's eyes are closed to show that they are absent-minded
Q Jun: When I was negotiating with a client today, I introduced my products to him endlessly, but he closed his eyes tightly, as if he was asleep.It really frustrates me.
Professional in the workplace: The customer's eyes are closed, it is likely that he is not interested in your product, and he deliberately shows a absent-minded look.If you are sure that the other party has no sincerity in the purchase, you'd better stop the conversation consciously.
【Scene reconstruction】
Zhao Yunfei is a mobile phone salesman.One day, he contacted a customer and vigorously promoted his product to the customer.After his detailed introduction, the customer asked him to bring some mobile phone samples to negotiate.
According to the agreed time, Zhao Yunfei came to the customer's office early with a mobile phone sample.However, to Zhao Yunfei's disappointment, the client did not come at the agreed time and was an hour late.
Zhao Yunfei vaguely felt that signing the contract was not as easy as he imagined.As soon as he saw the customer, he handed over his mobile phone samples with both hands.The customer took the sample and looked at it.
Zhao Yunfei, who was standing aside, introduced himself: "This is a newly launched mobile phone product. It is of high quality and low price, and the casing is extremely exquisite..."
The customer gently put down the sample, and said with some disapproval: "I think it is similar to the products on the market, and there is not much advantage."
When Zhao Yunfei heard it, he hurriedly introduced the uniqueness of his product: "Look, we have a variety of products, including white, pink, and light red. The mobile phone also has many functions, and it can play music. , can take pictures, surf the Internet, have videos, and watch TV, and the most important thing is that you can also surf the Internet wirelessly when you go to KFC..."
Zhao Yunfei continued to introduce his products without noticing that the customer had closed his eyes.After an unknown amount of time, Zhao Yunfei asked, "If you can buy 500 pieces at once, I can sell them to you at a reduced price of 10 yuan."
However, Zhao Yunfei did not hear from the client for a long time.He looked back and found that the client was closing his eyes tightly, as if asleep.Looking at the customer's closed eyes, he knew that the customer had completely lost interest in his product, and it was just a waste of time to say more.Therefore, he said: "Mr. Li, you are too tired today, I'd better go back first! I will talk to you in detail some other day."
Zhao Yunfei walked out of the client's company very depressed, stood downstairs, looked at the window of the client's office, and couldn't help sighing: "This client is really unpredictable."
Is the mind of the customer really that elusive?When negotiating with customers, have you ever encountered a situation where customers closed their eyes tightly? How did you solve it?
[expert answering doubts]
For a person, opening and closing eyes are very common eye movements.Under normal circumstances, people always keep their eyes open during the day, and only close their eyes for a short rest unless they are extremely tired.If a customer is very interested in your product, then he will not only keep blinking normally, but even open his eyes wide to absorb the light to the maximum, so that he can see your product more clearly, or obtain more information.On the contrary, if the customer is not interested in your product, he will show an absent-minded look and close his eyes unconsciously.
Obviously, the customer in the story is not interested in the products of the salesman Zhao Yunfei.Therefore, when he introduced the product incessantly, the customer unconsciously closed his eyes.Zhao Yunfei noticed the client's action and knew that he couldn't make the client open his eyes, so he had to leave consciously.The so-called "Business cannot be done with righteousness", maybe there will be opportunities for cooperation next time.
Therefore, when the customer closes his eyes, he either chooses to run away like Zhao Yunfei in the story, or he tries to break the deadlock of silence and let the conversation continue.If you are convinced that the customer has no sincerity to buy, don't waste any more words.If the customer is skeptical about the quality of your product, then you may wish to provide some necessary proof materials, such as valid and authoritative certification materials, to dispel some doubts of the customer.
But no matter what, as a salesman, we must respect our customers, and we must not forcefully justify, let alone criticize the customer's point of view.Only with a correct working attitude can one become a qualified salesman.
[Extended reading]
Eye opening and eye closing are very common eye movements, but in different situations, eye closing represents different meanings.Let's take a look together:
eyes closed when resting
Physiologically speaking, when a person is tired, he or she craves a short nap.When taking a nap, the eyes will naturally close.
closes eyes when in danger
When a person is in danger, he will involuntarily close his eyes.It can be seen from this that the action of closing eyes also implies a person's psychology of wanting to protect himself.
closes eyes when under duress
When a person feels that he is being threatened, or encounters someone or something he does not like, he will actively close his eyes.This action is mainly to prevent yourself from seeing things you don't want to see by blocking your vision.This is what the so-called "out of sight, out of mind" means.
closes eyes when distracted
If a person wants to express contempt, dislike, anger, or even hear dislike, they will close their eyes.The other party may be absent-minded during this action, may be suspicious of you, or express dissatisfaction with you.
3.Scratching the chin shows that it is considering how to decide
Mr. Q: When negotiating with a client today, he listened to me very carefully, but scratched his chin from time to time.What does this represent?
Expert in the workplace: The other person listens to you carefully to show that he is interested in your topic, and scratching his chin shows that the other person is considering how to make a decision. You might as well give him some guiding opinions!
【Scene reconstruction】
Ren Haifeng is a salesman of a company. After several years of research and development, his company finally developed a glass product with very high hardness.
On this day, Ren Haifeng took the product information and found a dealer.The dealer received him very politely and seemed to show some interest in his products.Therefore, Ren Haifeng was invited to the office for a detailed discussion.
"Our glass product has been greatly improved on the basis of the previous ones. First of all, it is harder and more durable than the products on the market. Secondly, our glass product has patterns printed on it, which is more beautiful .Finally, our prices are better.”
Ren Haifeng sat at the same table face to face with the distributor, and introduced the advantages of the company's newly launched glass products to him in detail.While the dealer in front of him listened carefully to Ren Haifeng's introduction, he put one hand directly under his chin, separated his thumb from the other fingers, gently grasped and pinched his chin, and gently rubbed his chin from time to time.When Ren Haifeng finished speaking, the dealer began to scratch his chin.
Ren Haifeng saw the dealer's action, and a brilliant idea came to his mind.He had read a book on psychology that said that scratching one's chin indicated that one was considering a decision.So, he took out the sample and said to the dealer: "Maybe you doubt the quality of our company's products, maybe you will say that you get what you pay for, how can there be good quality and low price? But I will prove it to you now." Look, you really bought something of high quality and low price.” After finishing speaking, he took a hammer and smashed it hard against a piece of glass product.
"What are you doing..." Before he finished speaking, the dealer saw the result and stood up with open arms.Because he saw that the glass smashed by Ren Haifeng with a hammer was not damaged at all.
When signing the order, the customer said meaningfully: "You are right! When you introduced the product, I really thought about whether I should believe your product. Every salesman said how good his product was. , I believe you are no exception. Moreover, your price is so favorable, so this makes me doubt it even more. However, I now believe in your product. Because you have proved with facts that the quality of your product is indeed excellent."
In this way, Ren Haifeng successfully signed an order.
When negotiating with customers, have you ever noticed the action of customers scratching their chin?Have you read the hidden meaning behind it?
[expert answering doubts]
Everyone is very familiar with Rodin's sculpture "The Thinker", which successfully created a strong male image.The man was bent over, bent his knees, and rested his chin with his right hand, as if he was thinking about something.The sculpture reveals a common human gesture when thinking: stroking or cupping the chin.
Yes, when we communicate with others, as long as we observe carefully, we can find that the other party touches the chin from time to time.There is a lot of mystery in stroking the chin. When negotiating with customers, if you understand the secret behind the other party's body movements, then it will no longer be a dream to win an order in one minute.
The reason why Ren Haifeng in the story was able to sign the order successfully was because he understood his hesitant psychology from the action of the dealer scratching his chin.I want to buy it, but I am afraid of being cheated.Aiming at the customer's mentality, Ren Haifeng took out the hammer without hesitation and smashed it at the glass to prove the hardness of the glass.Ren Haifeng just used facts to prove to customers that the quality of his products is indeed excellent, thus dispelling customers' doubts.Finally, the order was successfully signed.If he didn't notice the dealer's chin-grabbing action at that time, or failed to understand the meaning of the dealer's chin-grabbing action, maybe he missed this opportunity to successfully sign the order.
The above story tells us a truth: When negotiating with customers, don't ignore the action of customers scratching their chins.Interpret this action, you will get unexpected gains!
[Extended reading]
When people are thinking, they will unconsciously make an action: stroke or hold their chin.When you communicate with others, you find that the communication partner touches his chin from time to time.Do you know what that means?
Gently resting the chin to show that it is listening carefully
When you talk to someone, the other person looks at you quietly, but unconsciously rests his chin with one hand, as if digesting your point of view.This shows that he is listening to you carefully.You can feel free to say whatever you want without worrying about anything.
Scratching the chin shows that the other person is thinking about how to make a decision
When you are talking to someone, put one hand next to the cheek or directly under the chin, separate the thumb from the other fingers, gently grasp the cheek or chin, and rub the chin lightly from time to time.The posture of the other person tells us that they are listening and thinking about whether your point of view is correct or not.Then, make a positive or negative judgment according to your own judgment.When he starts scratching his chin, it's a sign that he's thinking about a decision and needs a little input.
A high chin is a gesture of contempt
A high chin always gives a haughty gesture of contempt for others.When we walk with our heads held high and our chests held high, we must learn to observe our words and expressions, and when we meet colleagues, we must take the initiative to nod and say hello, showing a modest and polite smile.Otherwise, we could easily offend others with our raised chin.
4.The customer puts his hands on his knees to show that the other party intends to get up and leave
Mr. Q: Today, when I was having a good time talking with a client, I suddenly found him with his hands on his knees, as if he was about to get up and leave.
Professional in the workplace: Putting hands on the knees indicates that the other party intends to get up and leave, and his brain has already made preparations to leave intentionally.If you notice this behavior from the client, you should cut off the conversation as soon as possible.
【Scene reconstruction】
Chen Cheng is a salesperson and Wang Zong is an old customer of his. They have known each other for a long time and are very familiar with each other.Once, Chen Cheng made an appointment with Mr. Wang to show Mr. Wang some new samples.That day, Chen Cheng set off on time according to the agreed time.However, what Chen Cheng didn't expect was that he didn't bring his mobile phone when he walked halfway.Although he was almost at Wang's head office, he wanted to get acquainted with Wang, so it didn't matter if he was a little late.So, I went back to get my phone again.
However, to his surprise again, when he hurried to Wang's head office, Wang answered a call 3 minutes before he entered the door, and his mother came to see him from Sichuan.Mother is old and not familiar with the route.Therefore, he has to go to the airport to pick up his mother.
Therefore, Mr. Wang hurriedly packed up his things, and when he was about to leave, Chen Cheng knocked on the door and came in.Mr. Wang wanted to take a brief look at the materials he brought, so it shouldn't take too long.So I sat back on the office chair.
As soon as Chen Cheng arrived, he immediately handed over his materials.Mr. Wang took the materials and looked at them. He suddenly discovered some new designs, and these designs could not be explained clearly in a short while.When he was in a hurry, he involuntarily put his hands on his knees, with one foot in front and one behind, with his knees bent, as if in a running posture.
Chen Chengcheng came to sit by the desk, and at this moment he wanted to stand up and explain to Mr. Wang.Unexpectedly, I suddenly saw Mr. Wang pressing his hands on his knees, with one foot in front and the other behind, and his knees were bent.He immediately understood that Mr. Wang must have something urgent to deal with.So, he took another look at the packed small leather bag on the desk.Therefore, I am more convinced of my guess.Therefore, Chen Cheng put down the documents in his hand, and said with a smile: "Mr. Wang, do you have something urgent to do? I wasted your time! Let's talk about our affairs another day, and you can go to your business first. "
Mr. Wang truthfully told the truth about himself.Upon hearing this, Chen Cheng quickly apologized.Mr. Wang immediately stood up and said gratefully: "Thank you for your understanding, then let's make an appointment to talk about it another day! I'm really sorry for making you come here for nothing."
When negotiating with customers, have you paid attention to observing the knee and leg movements of customers?If you can capture knee and leg movements, you can uncover other hidden information about your customers.
[expert answering doubts]
Although people's legs and knees are far away from people's brains, in many cases their reactions can indeed reflect the most real psychological state of people.According to the research of the British psychologist Morris, the farther the part of the human body is from the brain, the greater its credibility, that is to say, the movements made by a person's legs and knees can more truly reflect a person's inner attitude.
The salesman in the story, Chen Cheng, noticed the action of Mr. Wang pressing his knees with both hands, and through this action, he understood Mr. Wang's psychological state, and then interrupted the conversation in a timely manner according to Mr. Wang's psychology.In this way, it not only relieved Mr. Wang's anxious mood, but also made Mr. Wang look at him with admiration.If Chen Cheng hadn't figured out Mr. Wang's psychology, when Mr. Wang left angrily, maybe this business would have come to an end.
When talking with others, many people will consciously control and cover up their inner emotions, trying not to let it show on facial expressions, but many times they always ignore the control of their legs and feet.Therefore, the legs and feet have not learned to lie.Therefore, when negotiating with customers, not only must listen to the customer carefully, but also learn to pay attention to his body language, and never ignore his leg movements.
[Extended reading]
A person's knee also hides many secrets, if you observe carefully, you will find many unexpected secrets!
hands crossed on knees to indicate a wait-and-see attitude
Generally speaking, when negotiating with customers, if the other party has not made a final decision, they will cross their hands on their knees and cross their legs below their knees to adopt a wait-and-see attitude.This is a neutral posture.If you have noticed the customer's action, you might as well continue the negotiation until the customer agrees.
Fingers crossed on lap to indicate boredom
If you are talking with a customer, the other party turns his head away first, and slowly turns his body away, and involuntarily crosses his fingers together and puts them on his knees.This shows that the other person is bored.If you notice this behavior from the client, it's best to stop the conversation.
The man with his hands on his knees wants to get up and leave
Putting hands on knees is a very clear signal that his brain is ready to end the meeting.When you are negotiating with a customer, if you notice the customer's action, it is best to end your conversation in time without delay.Because the client probably has more important things to accomplish.
5.Standing on tiptoe and expressing willingness to cooperate
Q Jun: Today, when I was negotiating with a client, I found him sitting at the front of the chair with his toes on tiptoes. Does this mean that he is willing to cooperate?
Professional in the workplace: Yes, yes, the customer sits on the front of the chair and stands on tiptoe to show an eager gesture.This means that the other party is willing to cooperate.If you make good use of it, both parties may reach a mutually beneficial agreement.
【Scene reconstruction】
Tang Bin is a marketing manager of a consulting company.Once, the company had a very important customer that needed to be negotiated.The general manager handed over this task to Tang Bin, the marketing manager.
Tang Bin came to the agreed place early at the agreed time - a high-end coffee shop.As soon as he saw the customer, he shook hands with the customer very enthusiastically, leaving a good first impression on the customer.
After the two parties sat down, Tang Bin handed the company's information and his business card to the customer, and explained the company's business process in detail.While reading the information, the customer said cheerfully: "I have heard that your company has a very good management system. Today, after listening to your introduction, I know that the reputation is indeed well-deserved. It is a great blessing to cooperate with you."
Hearing what the customer said, Tang Bin was naturally happy, and said with a smile: "Yes! I have heard about you, Mr. Li, and it is a great blessing for me to have a face-to-face conversation with you today! Since So, Mr. Li, look at our contract..."
The customer waved his hand and said, "No hurry, no hurry! Let's drink coffee first and chat."
Tang Bin couldn't figure out what the client said. He didn't know what the client was thinking. He didn't want to embarrass me and let me quit, or he was more cautious and hoped to spend more time to understand the details.Just when Tang Bin was puzzled, he suddenly noticed the feet under the client's table.He found the client sitting on the chair, tiptoeing.This discovery made him very happy. He knew that the other party was also eager to sign the contract, but there might still be some doubts, and he needed to prove something.As long as you make good use of it, the two parties may reach a mutually beneficial agreement.
Therefore, Tang Bin smiled and said: "Yes, yes, such an opportunity is rare. We have to have a good chat." During the chat, Tang Bin found that the customer's topic always revolved around the company, such as How much the company made last year, the company's current personnel situation, etc.Tang Bin answered all of them.
In the end, the customer really patted Tang Bin on the shoulder and said, "It's a pleasure to negotiate business with you. Let's look at the contract now!" After speaking, he took the contract and signed his name.
When the customer's words make you unpredictable, have you paid attention to his body language, maybe you can find the answer you want from here.
[expert answering doubts]
The direction of the toes not only indicates the direction the person wants to go, but also expresses interest in the person he is pointing to.Although the toes are the farthest from the human brain, they often reflect a person's truest psychological state.Therefore, legs and feet are the most real body parts of a person.A person's facial expression may deceive us, but their feet cannot.Because we entered the society, we gradually learned to control our facial expressions, learned to force our smiles, and often neglected the control of our feet.
Some psychological studies have found that if a person's emotions are high, the body will unconsciously make movements that deviate from the direction of gravity, such as toes on the ground, heels up, or heels on the ground, toes up, which are all positive emotions; On the contrary, if a person's mood is not high, or even has no interest at all, the body will involuntarily move laterally, or simply choose to leave.If you carefully observe a person's foot movements, you can discover unexpected secrets.
Tang Bin in the story understood the customer's concerns from his action just because he discovered the action of the customer standing on tiptoe.He cleverly used the mentality of the housekeeper, and finally successfully signed the order.If he had ignored the customer's tiptoe action, he might have missed the opportunity to sign the order.
When negotiating with customers, if you notice the customer's action, you might as well make good use of it to push the two parties to reach a mutually beneficial agreement.
[Extended reading]
The toes are the farthest from the human brain, but in many cases it reflects a person's truest psychological state.If you observe carefully, you can discover other information hidden by the other party.Let's take a look together:
Turning the toes from opposite to the door indicates that it wants to leave
Psychologists believe that the direction of foot rotation, especially the direction of toe rotation, is the best signal to indicate whether the other party wants to leave.When talking with a customer, if you find that the customer's feet are no longer facing you, but turn in another direction, or point to the direction of the door, it often means that he wants to leave, and you should be tactful. Realize that something might be wrong, and stop "boggling" the other person.
Frequent kicking indicates rejection
American psychologist Robert Soma proved through experiments that when a person is invaded too much by others, the initial way of rejection is to kick his toes frequently.When negotiating with customers, if you find that your customers are starting to tiptoe, you should understand that the other party has begun to be absent-minded, or even began to resist and refuse. At this time, you'd better change the subject.
Tapping the floor with your toes is meant to warn you not to go any further
When negotiating with customers, the customer's constant tiptoe on the floor is a warning to you: don't come here again, or don't blame me for being rude.At this time, you should keep this distance and don't continue to violate his "territory". Instead of pressing him every step of the way, it is better to give the customer a safe range.
The ankle of one foot rests on the knee of the other leg to show that it is not giving up
When negotiating with a client, if the ankle of one foot of the client rests on the knee of the other leg, it shows that he is holding an attitude of not admitting defeat or striving for victory at this time.Your sales or explanation has not impressed him yet, and further explanation is needed.
Upturned toes indicate a happy mood
When a person is in a good mood, or hears something that makes him happy, he will involuntarily turn his toes up and point to the sky, while his heels are still on the ground.If you see customers making this kind of action, it shows that the other party is very interested in your product.
Sit on the front of the chair and stand on tiptoe to show that they are willing to cooperate
When negotiating with customers, when the other party sits on the front of the chair and stands on tiptoes, showing an eager gesture, it means that the other party is willing to cooperate and expresses positive emotions.If you make good use of it, both parties may reach a mutually beneficial agreement.When you are negotiating with a person, if you find that the other party has this kind of action, you might as well make a little concession. In this way, your negotiation will satisfy both parties.
6.People who hold their glasses tightly when drinking are hypocritical
Q Jun: When negotiating with a client, I found that he likes to cover the mouth of the cup tightly when drinking, as if deliberately covering up his true feelings?
Professionals in the workplace: Yes, people who like to cover their cups when drinking are hypocritical. They deliberately hide their true feelings.For such customers, flattering him can break through his psychological defense.
【Scene reconstruction】
Qiao Xiaoping is a salesman of an insurance company.The company has recently developed a major customer as a key sales target. This customer is taciturn and difficult to deal with.Several salesmen sent by the company failed.After Qiao Xiaoping found out about this, he volunteered to negotiate business.
Qiao Xiaoping arranged the negotiation venue at a high-end restaurant.The client was indeed a taciturn person. When they first drank, they didn't say anything except toasting each other.However, the careful Qiao Xiaoping saw the clue from the behavior of this client drinking.
While drinking, Qiao Xiaoping found that the client was tightly covering the mouth of the wine glass, trying to hide his true feelings.He once saw this sentence in a book: "When drinking, people who like to cover the mouth of the cup are hypocritical." Thinking of this, an imperceptible smile appeared on the corner of his mouth.So, he raised his glass and said respectfully: "Mr. Zhang, I have heard of your famous boss for a long time, but I have never had the opportunity to visit you. Today, I finally have the opportunity. We must have a good time. Have a drink. Come on! Do it!"
"What? A famous boss?" Although the boss was surprised, he was very happy.
Seeing the change in the expression on his face, Qiao Xiaoping knew that her flattery had paid off.So, he said unhurriedly: "Yes, according to the results of my investigation, everyone said that it is best to ask you for this question."
When the customer heard this, he was very happy, and pretended to be surprised and said: "Everyone is talking about me! I dare not take it seriously. What is the problem? Let me see if I can help you solve it."
Qiao Xiaoping cupped his fists and said, "To be honest, it's..."
Qiao Xiaobing passed the first hurdle easily in this way, and gained the trust and favor of the client.After some conversation, the customer finally decided to buy insurance.
After returning to the company, colleagues came to ask for tips.Qiao Xiaoping said with a smile: "I can see from his drinking posture that he is vain. If you want to persuade such customers to sign an order, you have to use flattery to break through his psychological defense."
When negotiating business with customers, they often drink money.From the wine that customers like to drink, you can discover many unexpected secrets, but pay attention to the drinking posture of customers, and you can discover more secrets from their drinking posture.
[expert answering doubts]
Anyone who is thirsty for wine will pick up the cup, and the action of picking up the cup is simple, but it has a lot of meaning.Some careful psychologists and behaviorists have conducted long-term research on the way people hold cups, and found that different cup-holding techniques can express different inner worlds.
The client in the story is taciturn, inarticulate, and unpredictable.Therefore, let the salesmen be unable to attack for a long time.However, Qiao Xiaoping knew that he could not find a breakthrough in language, so he started with his body movements.Careful, he soon discovered that the other party likes to tightly cover the mouth of the cup when drinking.He therefore concludes that the client is vain.If you want to explain customers like Aimu Vanity, you have to use flattering words to break through his psychological defense.
A millionaire said frankly: "I just like flattery. I like to hear it, and others like to hear it. Flattery is my tried and tested secret weapon!" The client in the story slowly let go of Qiao Xiaoping's flattery. Guard mentality.Soon agreed to sign the order.
The above story tells us a truth: when negotiating with customers, we must first figure out the other party's personality, and adopt different treatment methods according to the different personalities of the other party, so as to find a breakthrough for signing the contract.
[Extended reading]
Although the action of drinking and holding a cup is simple, different ways of holding a cup show different inner worlds, and also show different personalities.Careful observation can reveal its secrets.
Man holding wine glass tightly with thumb on rim while drinking confession
Some open-minded people always like to hold the glass tightly when drinking, and put their thumbs on the rim of the glass.They do this to hold the glass more firmly so they can drink it down in one gulp if the other party asks for a booze.If conditions permit, they will not refuse anyone, and if the other party asks, they will get drunk.
The person who holds the glass tightly with his thumb on the rim while drinking is smart
Those who are wise drink with a firm grip on the glass, with their thumbs firmly pressed against the rim.They will skillfully cope with each other's toasts, and the amount of alcohol they drink will be kept within a certain limit.If they don't want to get drunk, they can control themselves well no matter how the other party persuades them to drink.
People who hold their glasses tightly when drinking are hypocritical
Those hypocrites cover their cups tightly when they drink, as if deliberately concealing their true feelings.They don't easily expose themselves in front of others, they are afraid that others will look at him inconsistently with what they want, and they are also afraid of losing face.
Brainy person holding glass tightly with one hand while carelessly stroking the rim with the other while drinking
People with a lot of brains like to drink with one hand firmly holding the glass while the other carelessly strokes the rim.They regard drinking as a simple external activity, and the taste of the wine is irrelevant.
Feet holding goblet while drinking, man with index finger forward greedy
When those greedy people drink, they like to hold the foot of the high wine glass and stretch their index fingers forward, deliberately showing elegance and being different.This type of person favors the rich, powerful and prestigious.
7.The gesture of the client to remove the fluff from his clothes is a sign of disapproval
Mr. Q: When negotiating with a client today, he frequently took the fluff off his clothes. Why?Could it be that the quality of his clothes is not good?
Professionals in the workplace: The action of customers taking off the fluff on their clothes is a signal of opposition, because it is not convenient for them to directly express their objections, and they often express them through some small actions.So, you need to pay attention!
【Scene reconstruction】
After saying goodbye to the client and making an appointment for the next meeting, Sophie turned around and walked into the nearby restaurant.Sophie's immediate boss, Manager Liu, was sitting in a hidden place just now, observing every move of Sophie and the client.Sophie happily walked up to Manager Liu, and asked with a smug face, "Manager Liu, how was my performance just now?"
Sophie has been talking eloquently just now, and she believes that she will win the praise of Manager Liu, the sales champion of the sales department, just because of her ability to stun customers.However, to Sophie's surprise, Manager Liu sighed lightly and said, "Sophie, your eloquence is indeed very good, but you should at least pause when the client expresses objection and let him express his own opinion." view."
Sophie was taken aback, and asked suspiciously, "He didn't deny my opinion?"
Manager Liu asked: "Then why do I see that the customer has been scratching the hairs on his clothes? Is it really because his clothes are of poor quality and have hair balls?"
It was only then that Sophie remembered that after she put forward a plan that she thought was very beneficial to the other party, that client would pick the fluff off her clothes from time to time.At that time, I didn't care, thinking that his clothes were pilling.Unexpectedly, this action has another meaning.
When it was time to meet, Sophie called the client again, but the client excused herself by having other important matters.Sophie hung up the phone with a long sigh.
[expert answering doubts]
In the workplace, if a person expresses objection to the other party's point of view, he may directly refute, but more often than not, he thinks it is unnecessary to make rebuttals to cause discomfort to both parties.Therefore, he will choose not to express his dissent, but his inner dissent will be expressed through some small gestures.For example, reaching out to pick off the fluff that does not exist on the body.
The client in the story chose not to express his objection because he wanted to bring unpleasantness to both parties. He expressed his inner objection by removing the fluff that does not exist on his body.However, during Sophie's conversation with the customer, Sophie didn't notice the customer's behavior at all, and as a result, she missed a customer.
The above story tells us a truth: When talking with customers, don't ignore some small actions of customers.They turn the cup in their hands, or lower their heads, which seem to be casual small movements, but they are actually telling each other: "What are you talking about? This is so funny, how is this possible?" Even if the other person looks up at you and nods, Or saying "Um...yes...ok..." As long as he keeps making small gestures, we can tell that deep down the other person is not really agreeing.
[Extended reading]
No matter in the workplace or in life, which actions are signals of opposition?
Stretch out your index finger and wiggle it back and forth
The arm is bent, the palm is facing the person who is talking, and the fist is lightly clenched, only the index finger is straightened, swinging with the forearm from side to side, and with the head from side to side.This action expresses firm disagreement and opposition to something.
Deliberately pluck the fluff from your own clothes
When a person deliberately makes the small gesture of removing "fluff" that does not exist on his body, he shows that he disagrees with the perspective of the person he is talking to.If the other party is embarrassed to express his objection, but wants you to know his objection's position, he will make the small gesture of objection more obvious.
Close your eyes
When you are talking to someone and he closes his eyes, you should stop talking.Because the basic meaning of closing your eyes is to oppose, don't force yourself to promote it.
Head shaking is very obvious and the frequency is particularly high
When shaking the head expresses obvious disapproval, people's head movements will shake very obviously from side to side, and the frequency is also particularly high.This gesture implies a great deal of impatience with what the other person has to say.
chapter summary:
1.Clients with Dilated Pupils
Some clients say "no" but their pupils dilate involuntarily.Dilated pupils already give away the "no" in his mouth, indicating that he is very interested in your product.At this point, you just need to stand firm.
2.Client with eyes closed
If the customer's eyes are closed tightly, it is likely that he is not interested in your product and deliberately shows a absent-minded look.If you are sure that the other party has no sincerity in the purchase, you'd better stop the conversation consciously.
3.client scratching chin
A customer strokes his chin to show that he is considering a decision.At this time, you might as well give the other party some guiding opinions.
4.Client with hands on knees
Pressing the knees with both hands indicates that the other party intends to get up and leave, and his brain has already made preparations to leave intentionally.If you notice this behavior from the client, you should cut off the conversation as soon as possible.
5.client on tiptoe
The customer sits on the front of the chair and stands on tiptoe to show an eager gesture, expressing willingness to cooperate.If used well, both parties may reach a mutually beneficial agreement.
6.Customers who tightly cover their cups while drinking
People who like to hold their glasses tightly when drinking are hypocritical, they deliberately hide their true feelings.For such customers, flattering him can break through his psychological defense.
7.Customers who pick the fluff off their clothes from time to time
The action of customers taking off the fluff on their clothes is a signal of objection, because it is not convenient for them to express their objection directly, and they often express it through some small actions.So, you need to pay attention!
(End of this chapter)
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