How to establish a relationship of trust with customers

Sales, it is a kind of accumulation of time, the accumulation of professional knowledge, the accumulation of practical experience, the accumulation of industry contacts. It breaks the traditional means of survival, it breaks the inherent mode of work, with a completely new face, into the annals of economic development. In its body, embodies the self-esteem and inferiority, pride and lowly. It definitely varies from person to person, and different salespeople represent different values of the product. So how does a salesperson build a trusting relationship with a customer? Below, follow me to see it, I hope you can be satisfied, thank you.

And customers to establish a relationship of trust in three ways:

and customers to establish a relationship of trust in one way, when the customer's confidant

Active enthusiasm: enthusiasm is like sunshine, will quickly melt the sense of strangeness between us and the customer, creating a good atmosphere. This requires us, on the one hand, after seeing the customer to take the initiative, enthusiastic greeting, while the tone of voice should be crisp, heavy, not breathless; on the other hand, to express the joy of meeting after the feelings, such as: Hello, Mr. Wang, it is an honor to meet you, while I also feel particularly happy.

Smart use of address: the actual business process, at least 50% of the visits occur in informal occasions, which means that we can not always be so official and formal customer address, otherwise it is easy to let the customer feel distant, for example, you can try some informal address, such as: Liu, Zhang, brother, brother, buddy? If you use it properly, you will make your customers feel comfortable and friendly, thus bringing them closer to each other.

Good choice of topics: topic selection, the initial entry, you can choose some hot topics, recent, such as: the stock market, child abduction and trafficking should not be sentenced to death; medium-term in-depth, to choose some customers care about or like the topic, for example: do e-commerce customers prefer the government's policy on the Internet, in the transformation of the inflection point of the industrial customers are more concerned about the transformation of the traditional industry; late closing, you can find some of the two *** with the care about the topic. Find some of the two sides *** with care about the topic, for example: the product itself or once similar experience, so as to find more *** Ming.

Empathy listening: empathy is not sympathy, but from the emotional and rational two-way understanding of the customer and acceptance of the customer, empathy of the basic steps are: first of all, put aside preconceptions, to put themselves in the customer's point of view; second, through the restatement and confirmation, understanding of the customer's thinking and feelings, on the basis of a full understanding of the expression of his own point of view and emotions; for example: the customer complains: your products are sometimes quite annoying! People are annoyed! You can say: encountered in the product did not meet the expectations of the place, it is easy to let people produce irritable emotions, I have had the same experience, will also be the same irritable, can you tell me, because of our products, those parts of the annoyance of you?

And the customer to establish a relationship of trust in the method of two, to create their own personalized logo

Design their own iconic action: unique logo action will increase your own memory points and charm, such as Churchill's V gesture, NBA star Iverson's sidelong listening, Jacky Cheung's orchid finger are impressive. In the design of the iconic action should pay attention to, first, the action itself to have a positive meaning, while fitting their own character, for example: you can not say that your iconic action is to give the finger to the people, it is simply looking for a fight; Second, the action should be simple and easy to show, for example: you can not say that your iconic action is to play the end of a full set of Wing Chun, then, I guess, when you finish boxing, the customer fell asleep; as long as it is in line with the above Characteristics, want to design what action depends on your own preferences.

Wearing iconic jewelry: what is iconic jewelry? It is the bow tie of Donald Tsang! It is the hat that Ye Maozhong has never taken off! It is the sunglasses that Wong Kar Wai always wears! It's the distinctive memory point that people can't forget! I know a salesman, he designed his own signature accessory, is often wear a red tie, so that in the late stage, although some customers do not know his full name, but will say: the red tie with a small Li. Li has successfully created his own unique customer memory point.

The third way to build trust with customers is to skillfully present your strengths

Speak up for your customers: People are social animals, and therefore have a tendency to follow the crowd. Therefore, appropriate to talk about some of their own have done some of the more successful customers, will largely stimulate the interest of customers, of course, you choose the success of the customer must meet the following characteristics: First, there is a certain degree of visibility, you can not choose a customer has not heard of the enterprise to speak, otherwise, the customer basically do not feel; Secondly, and the customer's relevance to the customer's high degree, for example: the customer's counterparts, is the customer's suppliers, The second is the high degree of association with the customer, such as: is the customer's peer, is the customer's supplier, and the customer in the same industrial area, which is undoubtedly in the implication of the customer, you see, with you similar to them have chosen our products, or you also come to try.

The qualifications: including company qualifications and personal qualifications. As the saying goes: the king's wife sells melons, self-promotion, speaks of the importance of self-marketing, but self-promotion is inevitably smacked, so we must make use of the third party's mouth to do their own publicity, such as: borrowing the mouth of other customers, for example, you said: recently, when chatting with a customer, he said that your company as a company in the industry's top three companies? Borrow the mouth of the media, for example, you said: the media recently reported our company as China's well-known trademarks? ; Borrowing experience implied, for example: I have been working in the company for four years, served large and small 158 customers, has been adhering to.

Maintenance of customer trust in the relationship between the methods:

First, SMS

From the perspective of telemarketing, SMS will also be a better way to maintain long-term contact with customers. One thing to keep in mind when using SMS is to use product and service introductions with caution. When a salesperson is ready to introduce a product or service to a customer by way of SMS, it is best to tell the customer in advance. If you blindly get some cell phone numbers from some channel and send them a text message, the result will only attract complaints from cell phone users.

Second, letters, postcards

Car sales champion Joe Gillard has been trying to keep in touch with his customers. Gillard in order to keep in touch with their customers, every month will send out 15,000 postcards, so that customers have never been able to forget him, even if they do not replace the car for the time being, but also take the initiative to introduce customers to him, which has become Joe? Gillard one of the key factors of success.

Telemarketers can also use this method to keep in touch with customers. Now that IT is so different from the way it was in Joe Gillard's day, it's not easy to see how it could have been done. Gillard's time has been very different, many sales people use e-mail instead of postcards and handwritten letters, the cost will be reduced, and efficiency will increase. However, traditional handwritten letters and postcards can give customers a sense of difference.

Third, mailing gifts

When the holidays come, in the conditions allow, it is best to mail some practical gifts to customers, which is a necessary part of the implementation of emotional marketing. For example:

A company's key account manager to a customer called many times, but the customer did not see him, and then he sent the company's new telephone, when the next day to call the customer, the customer's attitude has changed a lot. The key account manager was asked: ? What is the main reason for this? The key account manager thought for a moment and said: ? Maybe he thought I really cared about him. The truth is that this is exactly the case, a small gift, not necessarily very expensive, but can make the customer feel that you care, and immediately accepted you.

Fourth, the customer fellowship

Now many companies in order to better serve their customers, have set up their own large customer clubs, regularly held a variety of themes of customer fellowship activities to further enhance customer relations, this approach is particularly suitable for those relationship-oriented, and the business of the geographical region is more obvious marketing industry. For example, the telecommunications industry, the financial industry, etc.