A conversation between a company and a client. Communication with clients: secrets of successful communication

Regardless of what you do, if you need to communicate with clients, you must always maintain a professional attitude and demeanor. This applies not only to what you say, but also to how you speak and behave. A conversation with a client without the proper tact and professional courtesy can lead to the loss of the transaction by your company. Learning the rules of negotiation and methods of dealing with difficult clients contributes to your professional relationship and further career growth.

Steps

Part 1

Understand the client's needs. You can find out what the customer wants by understanding his final vision, as well as his story. You need to be clear about how the current project or deal relates to your client's goals and personality. This will give you a better idea of ​​how important this issue is to your business partner.

• Ask the right questions to understand what the customer wants. Be as specific as possible and ask for precise and clear explanations in return.
• For example, as an investment advisor, you might ask a client, "Are you willing to lose 10% of your investment to get 20%? How do you feel about losing?" Or "Thinking about your investment keeps you awake at night?"
• A lawyer may ask questions such as, "What is the ideal outcome of a trial for you?" or "How aggressively do you want to communicate your position?"

1. Be a good listener. Listening is essential in any business partnership. Take the time to really listen to the client. If you do not understand the importance of some aspect to your partner, then most likely you are not listening carefully or asking the wrong questions. Ask more specific questions and listen to what the client has to say.

   • Don't interrupt. Use neutral language to encourage the client to say more, such as "go on", "clear", "yes, I understand."
   • Maintain eye contact and take notes whenever possible.
   • Nod your head lightly and / or smile (if appropriate) to show that you are listening. Follow the thread of the conversation; smiling when a client talks about losing money will not add to your points.
   • Rephrase what the client said to ask additional questions. For example, if a client says they are not happy with the current profit, you can say, "I understand your dissatisfaction. How much return do you expect from your investment?"

2. Clarify. Clarity is a vital component of your customer relationship. The client must always be provided with enough information to make informed decisions. If there is no clarity between you, then your partner will not be able to make the right decision and this will end in a loss of trust in you.

   • To do this, you need to use a language that will be understandable to your client. If the customer is not familiar with the technical jargon, rephrase everything so that it becomes clear to them.
   • You need to clearly communicate your actions at each given stage, why you are doing this and what results you expect from it. If the client does not understand the rationale for how your suggestions will help them, then your ideas will be rejected or supported with great reluctance.
   • Even minor changes, such as delegating minor authority to your subordinate or colleague, can upset the client if he is not warned about it. Just let the reserve know in advance what you are doing and why.

3. Document all customer relationships. Keeping a record of interactions with a customer is a very useful practice. This will help you if you need to provide your boss with a report on the work time you spent with the client. It is also helpful to keep clear and professional documentation if the reserve requires proof of any of your business meetings.

   • Any interactions with the customer should be documented, including face-to-face meetings, phone calls, answering machine messages, text messages, and email.
   • Write down the client's name, date (time, if possible), the main essence of this interaction, how long you talked, details of the statements of each of the parties.
   • It is also helpful to send a confirmation letter with your understanding of the agreements reached during the communication, the time frame, and the final product. This is another way to make sure you and your customer are talking about the same thing.

   Part 2

   Interaction with clients

   1. Be professional all the time. Regardless of how you interact with the client, you must remain professional in every way. This includes the way you talk, what you say, and how you deal with the customer.

      • Don't be too familiar. Remember that you are communicating with a business partner, not a friend - do not use foul language, do not make inappropriate jokes, do not use emoji in text correspondence with a client.
      • Always double-check your grammar and spelling. Mistakes that are too conspicuous can confuse the recipient and look unprofessional.
      • Only ask about the client's personal life if he himself has shared some information. Do not meddle in other people's affairs and do not be too familiar. Balance can be found through trial and error.
      • Use polite and appropriate phrases, for example, "Nice to see you. How was your weekend?"
      • Avoid divisive or irrelevant topics such as politics, religion, social issues, and romantic adventures.

   2. Be proactive. Failure to be proactive can frustrate the client and ultimately ruin your professional relationship. Always try to be the first to start a correspondence, especially if there is any news about which your customer will certainly want to know.

      • Don't wait for the client to call you to deliver news that has a direct impact on their business. You must tell him about it yourself, and then he will appreciate you. Constantly browse the news feeds in search of valuable information.
        • That being said, don't spread rumors unless it affects the value of your client's assets. Check your source before contacting a customer.
      • You should have your own opinion about the events that you report to your client. It must be clear and unwavering.
      • For example, if a client is unsure which stock exchanges to invest in, you might say, "Based on your desired return and risk cap, I think you should consider ______ because ______."
      • Or, if you are a doctor, you should contact the patient if the results of his research are ready or if you have learned about a new way to treat his disease.

   3. Respect the client's time. While you need to keep in touch with your business partners on a regular basis, you shouldn't take too much of their time. In general, unless the client requires more time or the need for closer attention to the situation caused by the increased pressures on the client, most phone calls should last no more than 10-15 minutes.

      • Don't call customers for idle chatter. They are just as busy as you are, so keep your communication professional unless you keep in touch outside of work.

   4. Ask clients for their ideas and opinions. Each time you discuss a new case, ask your partners what they think of the information you have shared. You should give your opinion on what you are discussing with clients. Find out their opinion on the information provided to understand how your views coincide.

      • Recognize and respect the customer's opinion. Even if you disagree with him, say "Yes, I understand what you mean."
      • If you are certain that a customer is wrong or that it will cause a major miss or significant loss of money, do not be afraid to say so.
      • Don't tell the client they are wrong just to get them defensive. Instead, ask questions like, "Have you considered ______?" or "What if ______ happens?"
      • Or, for example, a lawyer may ask if the client understands the measures being taken and agrees with the chosen tactics.

   5. Pay attention to body language. Body language can betray many emotions, whether you realize it or not. This can be to your advantage, as you can read the client's body language, but your own gestures can also betray your intentions.

      Be mindful of your tone and demeanor. Just like body language, they betray unspoken feelings. Pay attention to the tone of your speech and how the client might perceive it in order to adjust your voice or expressions to suit the situation.

A letter from a sales manager:

Yes, indeed, not all clients are rosy. Some of them are capricious, and sometimes inadequate. This is a given, and it must be accepted. There is such a rule for choosing a profession: you do not like to communicate with capricious clients - communicate with papers, digital technologies, or go to work as a watchman. And if, nevertheless, you want to work with people - fall in love with a capricious client.

We all sometimes play the role of sellers, and sometimes in the role of customers (not necessarily on the collective farm market, it also happens in everyday life). The seller-customer relationship is similar to the gentleman-lady relationship. The lady has the right to whims, the gentleman is always gallant. And if the seller answers the client: “Look at yourself!”, Then he makes a mistake, because he shows unacceptable weakness (not to mention that he loses the prize for which he goes to work). A good salesperson always remembers that the client is always right, even if he is wrong... And if the client is caught cattle, the seller will be at his best, if, nevertheless, without rude manners and violence, he adequately resolves the situation.

And further: a good seller does not sell goods, but satisfies the needs of the client.

Of course, there are many useful rules for the psychology of communication, but there are four main ones that are relevant when working with clients:

1. Be an attentive listener

Despite the fact that everything has been said and written about the importance of listening skills, inability to listen is a common problem. The ability to listen is relevant in any communication. And in sales, the ability to listen is sometimes more important than the ability to speak.

“I once spoke with an angry customer. He made complaints and swore incessantly. At first I tried to argue, but it turned him on even more. Not finding any more arguments, I just stopped talking and began to listen. When the client spoke out on the main issue, then he began to reason on abstract topics. I listened to him and expressed understanding. As a result, he calmed down and abandoned his claims "... (From a speech at the Courses of Public Speaking).

Indeed, sometimes it is enough to listen to a disgruntled client, and his aggression evaporates.

The trouble with talkers is that they do not like to listen, therefore, firstly, they let important information deafen, and, secondly, they annoy the interlocutor who has the thought: “What the hell am I doing here?”. Therefore, it should be understood that we listen, first of all, for our own good.

Listening requires skill hear rather than just pretending to listen. Some interlocutors only pretend to be listeners, while they themselves plan their further speech at this time - the so-called dialogues of the deaf take place. The ability to hear helps to correctly understand the words of the speaker, and not to interpret them in your own way, as well as to understand his emotional state and impulses.

Listen actively... You should not behave like a mannequin who only knows that he is silent and does not move. While listening, react by nodding your head occasionally, inserting appropriate lines, and changing facial expressions to signal understanding of the interlocutor's speech. Ask questions if something is not clear. Active listening satisfies the interlocutor, because he understands that his speech has an impact, and not in vain shakes the air.

So, be an attentive listener, do not interrupt the interlocutor Is the first rule.

2. Don't argue

Despite the fact that they say that truth is born in a dispute, it is not always born there, because a dispute is a dispute - there are strife. And often the dispute is not a scientific discussion, but a crude polemic, in which each of the parties, first of all, wants to overcome the other side, and certainly not to discover the truth. Therefore, they also say: whoever argues is worthless.

A dispute is a conflict, and the conflicting parties do not cooperate, but fight. They do not hear each other, because each of them is annoyed by the very fact of the existence of the opposing side. Therefore, a salesperson who engages in a polemical firefight with his client makes a blunder.

So, be an ally, not an opponent of your client - agree with him instead of arguing.

3. Do not start your phrase in response to the previous words of the interlocutor with the word "no"

Oh, this rule is violated at every step. It is ignored by all and sundry: both locksmiths and top managers, salespeople, lawyers, professors, honored artists, presidents, teachers, pianists and so on. Only experienced negotiators and some sane diplomats observe it. Listen to how respectable adults talk:

- No, I liked the borscht.
- No, it's really tasty.
- No, in fact, they cook it well here.
Etc.

The word "no" at the beginning of a reply in response to the interlocutor's words means crossing out his words, isn't it? But our interlocutor did not speak so that we would cancel out his efforts, therefore our “no” irritates him and, again, makes him want to oppose, not cooperate.

Even when people agree with the opinion of the interlocutor, they manage to start with the word "no": "No, I agree with you."

So, Eliminate the habit of starting with the word "no" if any.

4. Do not use the construction "you (you) are negative"

Such statements as: "you listened to me badly" or "you do not understand the topic" - immediately turn on the interlocutor, making him want to defend himself or rush into a retaliatory attack, because hurt the quick. And it is worth touching the interlocutor, and he does not hear you. That's why, “You should never say,“ you didn’t understand me. ” Better to say: "I expressed my thought poorly" "(Robert).

These four rules of the psychology of communication are a necessary minimum that every salesperson, secretary on the phone, sales manager, as well as anyone who respects himself and others should own. Their observance is the hallmark of a pleasant companion. And if a specialist working with clients violates them, then this indicates his low qualifications and lack of professionalism.

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Communication with customers. Communication is the process by which the relationship between people is realized, and an important component that makes up almost all human life. But communication is not just a conversation between people, but a whole communication system, which consists of communicative parties, their mutual influence, ethics, communication techniques, and other components. In everyday life with close people, a person does not think so much about what intonation he has, his tone of voice, and how high-quality information he delivers. But when the communication process is closely related to work and directly depends on it, then a person must own certain techniques for communicating with clients, methods of delivering information and be guided by certain rules and ethics.

A person dealing with consumers should make communication a way to achieve a goal. Professional communication and communication skills always have the final positive result for the seller and the client who satisfied their needs and purchased the service. Achieving mutual understanding, eliminating disagreements, attracting a person as a regular consumer are the main goals of communicating with clients of a company that is trying to preserve its reputation.

Psychology of communication with clients

Representatives of a company that provides some type of service are interested in attracting more and more customers. Therefore, communication directly is a tool for earning them. In order to successfully and quickly sell a product or service, the seller must have special communication skills, understand well what he wants and be able to competently draw up a negotiation plan, this will ensure effective communication with sales clients.

A salesperson who knows his business, who has the skills to communicate with customers, before offering his services, thinks about what would actually interest him. That is, he puts himself in the shoes of the buyer. He also tries to know how the client sees himself, so he has to train in front of the mirror in order to know what the shortcomings are and to correct them. The seller understands that he must control all his movements and words. Because the slightest wrong move, inappropriate gestures or manifestation of dissatisfaction can be interpreted by the buyer as a signal of something bad and unreliable, and scared, he will leave, and the seller will be left without profit.

Client communication techniques. The most important thing is the meeting and the first impression. It depends on him whether a person will agree to the services offered and cooperate with this company. To do this, the first step is to create all the conditions for comfort. If he himself came to the office of the company, then this office should be pleasant, so that one would like to be in it. If it is in a store, then amenities should be provided, if on the street, then a company representative should suggest finding a convenient place to talk. A potential client should feel that he is cared for, that he is respected, then he himself will open up to the meeting and show trust.

If we analyze the process of the first impression in more detail, then in it we can highlight some features that should be paid attention to, since it is they, through the representative, that form the image of the company in the eyes of the client.

Appearance plays a very important role, as you know, "they meet by their clothes ...". If a representative of a reputable company is wearing shorts and a T-shirt, and at the same time talking about business things, he will not be taken seriously. If the company is respectable, or wants to become so, its employees should look appropriate, which means, in a business dress code, neat and clean. When a person communicates with such a neat interlocutor, he himself wants to become such, and this is where the client's compassion begins.

During a meeting, it is necessary to look the interlocutor directly in the eyes, without persistence, but with attention, so that he feels interest in himself. Often people believe that by whether a person looks in the eyes, one can easily understand whether he is lying, and so, if you adhere to this narrow-minded thought, then you need to look into the eyes of the client and answer all his questions directly into the eyes, trying not to slip your gaze to the side. The main thing is that the look is calm, open and confident.

Shaking hands is a special way of tying two people together, although they haven't talked about anything yet. When you meet, you need to be the first to give your hand to the person, and say hello not too tightly, and not very softly, but confidently and energetically. Already from the moment of such a handshake, the client can, having perceived the flows of energy, also become more positively tuned.

From the moment the conversation starts, you should be the first to introduce yourself and ask what the client's name is, and, if possible, but not too often, call the client by name. When people in communication hear their name, they turn on the mechanism of egocentricity, a person thinks that they are treated with respect and understanding.

The agent must make sure that he is physically almost on the same level with the client, just a little higher than him. Therefore, for example, in the office, the agent can adjust the height of the chair to be slightly higher. These features are important, because being on an equal footing, the client feels that the agent is the same person as he is, but if he is a little taller, then he already has more influence. Also, the agent must ensure that a distance is maintained between him and the person, which leaves the person with his personal space, it is about 1m.

During the conversation, the employee should show interest in the interlocutor, ask about his wishes and be courteous, say polite phrases (“please”, “thank you”, “not at all”).

The main thing is not to overdo it with politeness, too much courtesy can also negatively affect the consumer's reaction. He may think that he is being flattered and will take it as a trap, think that they want to deceive and lure him, in which case the situation cannot be corrected and he cannot be returned. Therefore, it is better to concentrate not on the personality of the client, but on the pluses of the company, its advantages. And with the client to behave openly and benevolently. It is very important not to cross the line of obsession. All proposals that are put forward by an agent should sound light and natural, you cannot immediately put pressure on a person or demand an immediate decision from him. You need to give him time to think about the proposal. You also need to instill in the client the belief that he is unique in that he is a very desirable client and the fate of the company depends on him. Then the person succumbs to such manipulation and purchases products or services.

If a manager knows the basics of psychology in communicating with clients, then he will significantly improve communication with consumers and achieve greater profit on sales.

Rules of communication with clients

In the process of communicating with the client, the agent-manager must be guided by the rules that contribute to an effective result.

Communication between a manager and a client should be guided by the personality of the client. For this, the manager needs to actively listen, listen to all the requirements and wishes. Tell everything that the client wants to hear about the quality of goods or services, answer all his questions, ask about personal preferences. Do not insist on purchasing the product now, give time to collect your thoughts. The seller can only push for a positive decision, but without obsession. The voice should be energetic, but not hysterical, speaking not fast or slow.

You also need to adapt to the slang of the person, not to speak in abstruse words, so that he does not worry about his own incompetence. If you cannot do without some scientific specific concepts or definitions, you need to explain them so that there are no misunderstandings. The main thing is to list all the positive qualities that the product possesses and not to waste precious time explaining different terms if the person himself does not want this.

The communication between the manager and the client must be of a business nature, at least within the framework of a business relationship, in order to respect the value of the product. You need to be serious about all matters related to goods. But there is no need to pretend to be too businesslike, talking on the phone all the time in the presence of the client or being distracted by other matters when he is around and waiting. You should always come to meetings on time, answer messages and calls. Only with a respectful attitude can you see the same attitude in response. This is especially important for the seller representing the company.

An agent must always be flawless in all his image. He should always, when a job related to work, look presentable, maintain posture, speak with a beautiful speech, bewitch with his manners, be confident enough so that customers associate this employee with the proposed product, respectively, the same impeccable.

By following his ideal image at the first meeting, the salesperson should remain the same and in his future behavior should be treated with the same politeness, especially when it comes to long-term relationships. If the buyer has any questions, the seller should always be ready to answer them. If there are changes in the terms of the contract, the client must be notified immediately.

The rule that the client is always right is not a standard, so you can deviate from it. When a person is a professional manipulator and acts in pursuit of personal goals, demanding, for example, a refund for services, stating that they are of poor quality, but he himself used them for a long time. This kind of client is a danger to the company and can damage its reputation, so it is necessary to eliminate all contacts with him, if possible.

The success of the company will be determined by how correct communication with clients is. If all the rules are followed, then cooperation is guaranteed, attracting new customers through existing ones and thereby increasing the company's reputation.

Ethics of communication with clients

It is pleasant for everyone to be treated with respect and correctness in a conversation. Even in communication between loved ones, there should be courtesy.

Standards of communication with clients are the tenets adhering to which a company that provides goods and services achieves success in its activities. If a company employs a well-coordinated team of qualified professionals, polite in communication and customer-oriented, then such a company is able to achieve great success.

A well-structured conversation during a phone call is the key to a good result. Perhaps a potential client will not agree to buy goods immediately and in your company, but he will remember the friendly attitude and professionalism of the specialist. Therefore, in order to leave the most favorable impression on the client, it is necessary to adhere to seemingly simple rules. Why exactly at first glance - now let's try to explain.

Incoming call answering speed

Do not force the caller to listen to beeps in the receiver, answer the maximum after the third. This is the best option. It is also not recommended to answer after the first call: the interlocutor may have an erroneous opinion that you do not have clients, and all you do is sit by the phone waiting for a miracle.

Voice intonation

Much depends on the tone in which you communicate with the interlocutor. A person who has no knowledge or experience in the field of your company can bombard you with a huge number of, in your opinion, elementary questions. In this case, many employees have irritated notes in their voices. Contrary to the general opinion that telephone communication can hide it, the interlocutor easily recognizes such an intonation, and the desire to communicate with you further, as well as to cooperate with your organization, disappears altogether. Be patient, you and a professional, to answer potential clients to all their questions.

Speakerphone and Call Hold

If you need to clarify any question, ask the interlocutor to wait and turn off the microphone. Each program (if the call is made through a computer) and each telephone set has such a function. The client does not need to listen to what is happening with you. Firstly, information constituting a commercial secret can reach him, and secondly, he should not hear personal communication between employees who may not be shy in expressions. The speakerphone will also not improve the quality of your conversation. Irritating background noises and poor audibility will not have a positive effect on the conversation.

Predicting what the interlocutor might say

It's good if you have a conversation script in front of your eyes. It is even better if, in addition to the obligatory remarks of a company employee, there are possible responses of a potential client to them. Having worked out possible objections several times, later the correct answers will come on an intuitive level, and, having felt the doubt in the interlocutor's voice, you will already know how to dispel it.

Professionalism

Here we are already talking about your competence as a specialist. You must have a well-reasoned and accurate answer to any client's question.

Open-minded attitude

If your potential client is a legal entity, it is unlikely that when you first call you will immediately go to the management. Most likely, either the secretary or another ordinary employee will answer you. But it is he who will make the first impression of you and pass on all the relevant information to the person responsible for making decisions. And from how exactly he will present it, in the future it will depend on whether you will have a new client or not.

Ethics of communication

In addition to the basic rules for communicating with a potential client, there is such a thing as ethics. It includes no less simple recommendations, as in the previous case.

Greetings

If you have the opportunity to call a person by name, be sure to use it. The client appreciates the individual appeal, this gives him the appearance that he stands out from the general stream of potential buyers. Wishing a person a good time of the day (depending on when exactly you call) is also conducive to mutual communication.

Performance

The caller should know if he got there. As well as when making an outgoing call, you must immediately indicate where you are calling from. It would be best to name the organization and introduce yourself by name, so that the interlocutor's imagination personalizes you, and does not paint him a picture of the incubator.

Politeness

It will be correct if you ask at the beginning of the conversation whether it is convenient for your interlocutor to speak. If you do not do this, be prepared for the fact that in the middle of your fiery speech he may interrupt you and say that he is busy. It's good if you manage to get through to him again after some time, but even in this case, the entire script will have to be repeated again.

Parting

Be sure to check before you hang up if your interlocutor has any questions. If everything is clear to him, wish "all the best" or "good day" and feel free to end the conversation.

Stages of communication with the client

The stages of communication with the client by phone are standard. Much depends on the specifics of the offered service or product:

• Greetings and goodwill of the client to himself. The more correctly you start the conversation, the more chances you will have to continue it.
• Specifying the purpose of the call. It does not matter whether it is an outgoing call or an incoming one, it is necessary to clarify or identify the main issue around which the communication will be built.
• Presentation of a product or service. Focus the attention of the interlocutor on the merits and unique features of your proposal.
• Work with objections. A stage that is almost never avoided. For the correct development of objections, whole trainings are drawn up and conducted and scripts are drawn up, so it's good if you have a cheat sheet at hand.
• Make a deal. This stage is the target of most outgoing calls. Bringing to it is the best result of your communication with the client.
• Parting. The intonation during parting also plays a significant role. In case of success, you do not need to show excessive cheerfulness, thus you will let the client know that this is what was expected of him. His vivid imagination will instantly draw how you are sitting near the phone and cheerfully rubbing your hands. End the conversation in the same key as you started it.

Features of psychology

Before trying to sell a product or offer a service to a customer over the phone, put yourself in their shoes. How interesting will your proposal be to him? What benefit will he get if he agrees? What doubts can a client have during a conversation?

In medium and large organizations, the practice of conducting psychological trainings is widespread. This helps to remove the barrier that many people face when making an outgoing call. Cold calling is an extremely thankless job. Most of them end with a refusal, and the employee forms the opinion that this type of activity does not suit him. Therefore, most of the psychological trainings are aimed at the development of employees. If the operator feels comfortable when making a call, the conversation will go easier and in an atmosphere of greater ease than if he just read the script from the sheet, afraid to insert an extra word.

Be that as it may, putting yourself in the client's shoes means understanding his situation. In this case, it will be easier to explain to a potential buyer why your offer is most beneficial for him. Ordinary persuasion will not bring results, you need arguments and the ability to confirm them. Only in this way can you dispel the doubts of the interlocutor about the obligation of the future acquisition.

What skills are needed for communication

First of all, in order to be able to communicate with a client on the phone, communication skills are very important. Following them is an equally important point is stress resistance. Not always an intelligent person who can politely refuse your offer is on the other end of the line. Sometimes the interlocutor may rudely say that he does not need your services or goods. You need to be ready for this initially and in no case take this manner of communication at your own expense.

The ability to quickly assess the situation also plays an important role in the process of telephone communication with the client. If interest has slipped in the intonation of the interlocutor, in addition (or instead of) you can offer him to purchase related products. Sometimes it is the presence of an additional offer that plays a key role in making a positive decision.

The success of any business is inextricably linked with the personnel of the enterprise. It would be more accurate to say that every employee of the company must master such an art as the psychology of communicating with clients. In the article, we will consider the basic principles of how staff should build communication with customers, how to motivate a person to buy, and other subtleties.

It should be immediately noted that an employee's sociability does not mean that he owns it. The conversation should be built in such a way that the consumer will certainly make a purchase, and most importantly - come back to the company again. For this, organizations periodically conduct trainings on the psychology of communication with a customer.

How to build a dialogue with a client?

Whether you're talking to a prospect over the phone or in person, remember that first impressions matter. It is on him that the further course of the conversation depends. There are a number of rules used to build a successful dialogue. One of the most important is client management... You should be proactive in the conversation, ask questions aimed at identifying the needs of a potential buyer, talk about the advantages and differences of the product from analogues offered by competitors.
Is of great importance Feedback... Your speech should not be like a boring monologue, you need to involve the client in the conversation, while controlling the course of the conversation. A potential buyer will feel comfortable if you do not argue with him and put pressure on him, trying to quickly sell the product. The presentation must be done beautifully, describing in detail all the advantages that the client will receive by purchasing the product from you. Give the client business compliments, this will turn the conversation into a positive direction. And most importantly, remember that openness and goodwill -.

How to behave during a conversation?

Correct behavior of a company employee is very important. A customer is much more likely to make a purchase if the conversation is casual. It is important to smile at your interlocutor, look into their eyes, and show interest. The main thing is to sincerely try to help the consumer solve his problem.
In the process of communication, you cannot speak monotonously and without emotion. A boring monologue will be interrupted by the client in mid-sentence. Most likely, such a buyer will leave the company and make an acquisition wherever they can interest him. You can't speak too quickly or too slowly. Try to find optimal speech rate... Enterprise employees should develop diction... Clarity of speech is important for understanding what you want to convey to the interlocutor. Much more trust is aroused by specialists who are fluent in professional terminology and have a large vocabulary. The psychology of communication with clients is based on the importance of questions in the conversation, the correct use of the consumer's name. It is important to remember that a person must be addressed in a polite manner, by name and patronymic. During the conversation, you need to listen carefully to the client. If he wants to tell you about his personal problems, don't interrupt him. Just try to bring the conversation back to the subject of the deal. Ask open-ended questions that will stimulate the person to answer as fully as possible.

How to properly communicate a product or service?

There are situations when an employee is just starting to tell the client about the proposed product or service, and he is already getting bored. How to properly present a product and build a dialogue to turn a distrustful person into a regular, loyal customer? The first challenge facing the salesperson is to get attention and interest the client... Inform him about the arrival of a new model, promotions and discounts, and then focus on the positive characteristics and advantages of the proposed product. If a person wants to buy a laptop, then it is necessary to find out what is a priority for him and how much he expects to spend on the purchase.
Having identified the client's needs, focus only on those points that interest him. You should not bore him with a large amount of uninteresting information, if, of course, you want to make a deal. Last step - induce a potential buyer to take action, i.e. to complete a purchase, and to process objections. Even if you have not completed the task of selling a product or service, remain polite and friendly towards the client. If a person has a pleasant impression of the quality of service, he will definitely contact the company next time, and thus you will achieve your goal in the long term. Thus, it is very important not only for improving interpersonal relationships, but also for business development.