What etiquette should salespeople pay attention to?

The success of sales is largely due to the etiquette of sales staff. If the etiquette is in place, it will give customers a feeling of being at home, and the sales will be more than half successful.

1. Appearance, manners, demeanor.

When salespeople interact with customers, the first impression is very important. Including appearance, etiquette, manners, attitudes and expressions towards others, tone, intonation, posture and many other aspects, as well as people's basic comments and opinions on you. Once the first impression is formed, it is difficult to change it. For salespeople, the first impression is as important as life. The first impression you give the customer often determines the success or failure of the transaction. Once customers have a good impression on you, they will naturally have a good impression on you and the products you promote. How to grasp the short opportunity of meeting customers for the first time and create a good first impression? The appearance, manners and conversation of salespeople are particularly important.

(A) instrument etiquette

When a salesperson meets a customer, the first thing the other person sees is your appearance, such as your appearance and clothes. Instrument plays an important role in whether the sales staff can get the respect of customers, win the goodwill of customers and get the recognition and praise of customers. Fit clothes and beautiful dressing can make gay men look smart, while lesbians look more beautiful. In life, a person's clothes will consciously or unconsciously form some feelings and impressions in people's hearts, which may be pleasant, envious, disgusting and contemptuous. Therefore, as a courtesy, we should pay attention to the image of appearance.

Instrument is not only the appearance image of sales staff, but also the performance of internal self-restraint. A good image is the unity of decent appearance and rich connotation. Of course, for salespeople, it is not necessary to wear expensive clothes to pay attention to appearance. Don't pay attention to it deliberately. Generally speaking, it is better to be simple, neat, generous and natural.

Sales staff's clothing should first pay attention to the characteristics of the times and reflect the spirit of the times; Secondly, we should pay attention to personal personality characteristics; Third, it should conform to your body shape. In addition, hair will also give people a deep impression, hair should give people a refreshing feeling, oily face is easy to give people a sense of disgust and so on. In short, a clean and tidy appearance will give a handsome and refreshing impression.

(2) Manners and manners

In order to establish a good communication image, salespeople must pay attention to politeness, be polite and natural, observe the general entry and exit etiquette, and try to avoid all kinds of impolite or uncivilized habits.

(3) Conversation etiquette

As a salesperson, speaking clearly and fluently is the minimum requirement, and to be a qualified and excellent salesperson, you must master some basic conversation principles and skills and observe basic etiquette. In communication occasions such as visiting customers, sales staff should be sincere and enthusiastic when talking with customers, use accurate and appropriate words, and use elegant and humble language. Don't be vague, speak hesitatingly, don't talk nonsense, pay attention to listening and give customers a chance to speak. "Speak three points and listen to seven points" is the basic principle of conversation, which is embodied in the following aspects:

(1) When speaking properly, the tone should be clear, the pronunciation should be clear, the language should be strong, and the frequency should not be too fast. Try to talk to customers in Mandarin.

(2) When talking with customers, keep your eyes on each other. Don't look around, look around. When you speak, you can use some gestures appropriately, but not too big. Don't dance, don't point at people, and don't cater to them, clap and beat.

(3) Give each other a chance to speak in communication. When the other person is talking, don't interrupt or interrupt easily, let the other person finish. If you want to interrupt the other person's speech, you should first ask in a consulting tone, "Please wait a moment. May I ask a question? " "Allow me to interject" so as not to make people misunderstand that you look down on him or are impatient with him.

(4) Pay attention to the taboos of the other party talking with customers, which generally do not involve unpleasant things such as illness and death. On festive occasions, we should also avoid using unlucky words. If the customer makes a mistake or has some physical defects, pay special attention when speaking, so as not to hurt self-esteem. Don't get to the bottom of what the other person doesn't want to talk about, apologize for the problem that causes the other person's disgust, or change the subject immediately.

If there are more than three people, you should talk to the people present from time to time. Don't just focus on one or two people and make others feel left out. When you speak, you should pay attention to avoid the habitual mantra, so as not to make customers feel disgusted. Conversation should be colloquial, so that customers feel cordial and natural.

Second, communication etiquette.

When you meet a customer for the first time, after greeting, introducing, addressing and shaking hands are the most basic communication etiquette. The basic etiquette requirements are as follows:

(1) Etiquette introduction

The etiquette of introduction includes introducing others or introducing themselves to each other.

The order of introducing others should be: first introduce people with high status to people with low status, first introduce young people to old people, and first introduce men to women. When introducing, except for the lady and the old man, everyone should stand up. There is no need to stand up at the banquet table or conversation table, and the introduced person can smile.

Salespeople use self-introduction more. Self-introduction generally includes name, occupation, unit, native place, experience, age, specialty and interest. It is the first time for a salesperson to meet a customer. In order to get the conversation to the point quickly, it is enough to introduce the first three items.

(2) Address etiquette

When we meet for the first time, if we don't know each other's identity, we can call them "comrades", older gay men can be called "uncles", "grandfathers" and "old gentlemen", older lesbians can be called "aunts", middle-aged ladies can be called "big sisters" and "ladies", young ladies can be called "ladies" and men can be called "gentlemen". Intellectuals with positions, titles and degrees can be addressed directly by professional names, such as "doctor" and "teacher", or by surnames, such as "teacher Liu" and "doctor Wang". In the office, generally don't use nicknames to match colleagues, which will give people a sloppy and casual feeling. No matter how good a colleague is, he should not match the nickname in the office.

(3) Handshake etiquette

When a salesperson meets a customer for the first time, shaking hands will bring the salesperson closer to the customer after or at the same time of introduction. But shaking hands is exquisite, and if you don't pay attention, you will leave a rude impression on customers. When shaking hands with customers, salespeople should take the initiative, be warm, natural and generous, smile and keep their eyes on customers, and never squint or bow their heads. They can shake hands and greet each other according to the occasion, such as "hello", "thank you" and "goodbye". For elderly people and customers with status, hold each other's hands with both hands and lean forward slightly to show respect.

The etiquette of shaking hands is standard. Under normal circumstances, shake hands with the right hand, and the host, the elderly, people with high status and ladies reach out first. Don't shake hands too hard, which means yes, especially for women. Of course, being too loose is also a disrespect and contempt for each other. Don't hold each other's hands for a long time. When several people shake hands at the same time, be careful not to cross and wait for others to shake hands before reaching out. Don't shake hands with people who don't wear gloves. It's impolite. You should take off your gloves before shaking hands. When your hands are dirty, you should make a statement and apologize to the other party in advance. Shake hands must be up and down, not left and right.

In addition, when you meet a high-ranking leader on a formal occasion, you should nod politely or welcome him, and don't take the initiative to shake hands. If you meet an acquaintance with high status, generally do not shake hands directly, but shake hands after the other party's entertainment has come to an end.

3. Correspondence, telephone and banquet etiquette

(A) communication etiquette

In sales work, letters play an important role in selling products and maintaining feelings. Letters are different from face-to-face conversations and can only be expressed in words. Customers can only learn about salespeople and their products from the format, content and writing of letters, and make judgments. Therefore, sales staff must pay attention to the etiquette of sales letters and the writing of letters. Its basic requirements are:

(1) Writing should be standardized and neat. The format of letters is generally: ① salutation; 2 greetings; 3 text; ④ Conclusion; ⑤ Signature and mailing date of the letter. Pay attention to the writing etiquette of letters, and the surface of letters should be neat and clean.

(2) Be sincere and enthusiastic. Sales staff should write letters with a serious, enthusiastic and responsible attitude, and leave a good impression on customers by reading between the lines. A good sales letter should not only convey certain information, but also incorporate a well-meaning smile to increase attractiveness and give spiritual comfort to customers.

(3) Words should be concise and appropriate. Sales letters are different from ordinary official documents. They should be full of words and feelings, but they should not be as eloquent and lengthy as personal letters, and they should not abuse flowery words. Otherwise, customers will feel impatient and have an unrealistic impression.

(4) The content shall be true and accurate, and the name, specification, use, usage and maintenance of the introduced products shall be consistent with the actual situation. Otherwise, customers will feel cheated and will never buy your products again. In addition, the price, delivery time, place and payment method of products should also be expressed accurately and clearly, otherwise unnecessary misunderstandings and disputes may arise.

1. Basic points of telephone reservation

Salespeople can make an appointment by phone before visiting customers, which can make the visit more efficient.

The main points are:

(1) Try to be brief and to the point.

(2) consider each other's position;

(3) Let the other party feel respect and attention;

(4) There is no intention to force the other party.

This will not only make the other party have a good impression on you, but also be conducive to further promotion.

2. The basic etiquette requirements for answering the phone are as follows:

(1) The opening remarks of the phone directly affect the attitude and views of customers towards you. Pay attention to using polite expressions on the phone, such as "hello", "please", "thank you" and "thank you". When you make a phone call, you should have a correct posture, speak kindly, speak clearly, without affectation or charm. Even a simple greeting will leave a good impression on the other party.

(2) Answer the phone twice. Don't delay. Pick up the receiver and ask "hello". If the phone rings twice, pick up the receiver and say, "I'm sorry to have kept you waiting", which is a polite expression and can eliminate the unhappiness of waiting. If the phone content is important, make a phone record, including the company name, the caller's name, the content of the call, the date and time of the call and the other party's phone number.

(3) Politeness before hanging up can't be ignored. Before hanging up, saying "please give me more advice" and "excuse me in your busy schedule" will leave a good impression on the other party.

(4) Be polite to the recipient. After answering the phone, make sure that the other party has hung up, and then gently put down the receiver. If the last greeting is not finished, or if you receive a phone call that is not your own, hanging up the microphone or slamming it on the table will leave a very bad impression on the other party.

(5) When making a phone call or answering the phone, if the other party does not leave, don't talk and laugh with others, and don't put your hand on the receiver to talk to others. If you have to, you should apologize to the other party and ask him to wait, or talk to him later.

(6) When making a phone call, politely ask "Is it convenient to talk now?" , to consider each other's time. Generally speaking, it is better to call home after dinner or in the afternoon on rest days, and it is better to call the office around 10 in the morning or after work in the afternoon, because these hours are more free and suitable for business talks.

(7) learn to talk to people. When we answer the phone, in order to show that we are listening to each other carefully, we should keep saying "OK, OK", "OK, OK" and so on. And be sure to use it well, otherwise it will be counterproductive. According to the identity, age, occasion and other specific circumstances of the other party, the coping style is different.

(8) When the person the other party is looking for is not available, don't take a message casually, so as not to cause unnecessary trouble. If necessary, you can write down his phone number and name so that you can call back.

(9) When answering personal calls in the office, try to shorten the time so as not to affect the work of others.

In sales work, whether invited to dinner or entertaining customers, we should pay attention to the corresponding etiquette, reflecting self-cultivation and demeanor.

1. Etiquette for the banquet

If the salesperson receives a banquet invitation that must be kept, he should reply to the other party as soon as possible so that the host can arrange it.

After arriving at the banquet venue, the sales staff should take the initiative to stay in the host's welcome room and say hello to the host. According to western custom, they can present bouquets to their hosts. Know your table and seat before you sit down. If the neighbors are old people or women, you should take the initiative to open chairs for them and help them sit down first. If you don't know your neighbor, you can introduce yourself first. Talk to people at the same table warmly and politely. You shouldn't just talk to acquaintances or one or two people.

When a salesperson makes a toast, it is usually the host and the guest who clink glasses first. When people with low status or young people clink glasses with elderly people with high status, they should bow and nod slightly, and the rim of the cup is slightly lower than each other to show their respect. When the host and guests propose a toast, they should stop eating, talking and listening. They shouldn't take this opportunity to smoke.

Salespeople don't start eating until the host says hello. Be gentle when eating, and shut up and chew without making a sound. When the food is too hot, you should wait until it is slightly cold. Don't blow with your mouth. Don't spit fishbones, bones and vegetable residues directly, but cover your mouth with a napkin. Both the host and the guest should be like this.

When a salesperson drinks tea or coffee, he should generally hold the cup handle in his right hand and the saucer and cup in his left hand. A small spoon prepared on a coffee table or table is usually used to stir sugar. Never use it for tea or coffee. Usually after eating the fruit, the banquet is over. At this time, the host should signal to the guest of honor that the guest of honor is ready to leave, and then stand up from his seat, which is a signal for all to stand up. After the hostess invites her to leave, male guests can stay in the lounge to smoke, and don't smoke during the formal banquet. After the banquet, you should shake hands with the host politely and thank him.

2. Reception etiquette

When preparing banquets for customers, salespeople should first proceed from the needs of their work and not be too extravagant. We should respect customers' habits and hobbies, and make the banquet have a relaxed and pleasant atmosphere. The time and place of the banquet should be agreed with the customer before the banquet. Generally, it should not be held in hotels or restaurants where customers stay. Because customers tend to regard their hotel as their home, entertaining guests in their place is just like entertaining guests in their home, which is uncomfortable and generally inappropriate.

As the host, the salesperson should arrange the seats before the guests arrive so that the guests can come and take their seats. According to international practice, the principle of seating arrangement is: at the same table, the height of the seat depends on the distance from the host's seat, with the right high and the left low; In foreign countries, it is customary for men and women to alternate, with the hostess as the main guest and the second guest at the upper right of the hostess. Our country is used to arranging people according to their positions, which is convenient for conversation. If the wife is present, women are usually arranged together, that is, the guest of honor sits on the upper right of the host and the wife sits on the upper right of the hostess. The accompanying personnel should sit at the end, so as not to let the guests sit at the end.

Sales staff should pay attention to gfd when entertaining guests, and it is best to wear formal clothes, neat and generous. Proper makeup makes you look grand, important and atmospheric. Before the banquet begins, the host should meet the guests at the door, and sometimes several other people can accompany the host in line to meet the guests. After the guests arrive, the host shakes hands with the guests, and then the staff will lead the guests to the lounge to rest. If there is no lounge, guests can enter the banquet hall directly, but they can't sit down immediately. After the guest of honor arrives, the host should accompany him into the lounge to meet other guests. When the host accompanies the guest into the banquet hall, all the staff can sit down. At this time, the party can begin.

Four business card use etiquette

Business cards are common communication tools that salespeople should prepare. When talking with customers, the salesperson handed in a business card, which not only introduced himself well, but also established contact with customers. Convenient and decent, but can't be abused. It is necessary to pay attention to certain manners. Otherwise, it will give people a sloppy and sloppy impression, which cannot be ignored.

Generally speaking, when a salesperson meets a customer for the first time, he/she should greet him/her in a friendly manner, quote the name of his/her company, and then hand over his/her business card. It is best to use both hands when handing and receiving business cards. When handing a business card, the front of the business card should face the other party and the name should face the customer. It is best to take the lower end of the business card to make it easy for customers to accept. If you make an appointment in advance, the customer will have a certain understanding of the sales staff, or an introducer will be present. After greeting, you can talk directly, and then take out your business card and hand it to the other party during the interview or when you leave, which will deepen your impression and show your sincerity in keeping in touch. When selling in different places, don't forget to leave the name, room number and telephone number of your hotel on your business card.

Customers can also give business cards to salespeople, who will nod their thanks after receiving them. Don't put it away right away, and don't fiddle with it. Instead, read carefully, pay attention to the other person's name, position and professional title, and read quietly to show respect. After the first meeting, write down the time, place and content of the meeting on the back of the business card, and it is best to simply write down the characteristics of the other party. In this way, the accumulated business cards become their own social files, providing clues or topics for meeting or contacting again.

Besides being used in interviews, business cards have other wonderful uses. When a salesperson visits a customer, he can leave a business card if the other person is not in. When customers come back, they will know that you have been here, or they can leave a message on their business cards to thank them or make an appointment to visit. Sending a business card with the time and place in an envelope can replace a formal invitation, and it is more formal than an oral or telephone invitation; Give the customer a small gift. If someone gives it to you, bring a business card with congratulations on it.

These basic manners are necessary for salespeople.