How to communicate with customers?
The success of any company that sells goods and services directly depends on the ability of the employees of this company to communicate correctly with customers, both with permanent and potential. The question of proper communication with customers is especially important because in most cases one-on-one communication is such, therefore each employee of the company must have the skills to communicate correctly with customers.
As psychologists have established long ago, a person receives 55% of the information visually, 38% through the tone of his voice, and only 7% directly from speech. Consider in more detail the elements of communication.
Communication: important points
Pose and facial expressions
In communicating with customers, it is imperative to learn how to properly hold and speak correctly. The pose should be relaxed and free, the obligatory attribute is a smile. Eyes wide open. The manifestation of aggressiveness and closed postures are unacceptable.
Voice, pace of speech and intonation
The information given by a low voice is best perceived, while it should be borne in mind that the voice should not be monotonous, and if by the end of the phrase the tonality rises, then the listener involuntarily expects to continue. It is especially important to choose the right tone in the telephone conversations when the client does not see the interlocutor. The speed of speech should be such that the interlocutor focuses not on its pace, but on the presented information. It is necessary to put a good diction, clear pronunciation, competently use professional terminology. Slurred speech no one would listen.
Submission of information
How to communicate with customers when submitting information? First of all, it is necessary to build a plan of conversation, to consider every sentence, every word. The whole conversation should be subordinated to a single goal - its result should be the acquisition by the client of a product or service of this particular enterprise. In addition, it is necessary to develop communication in the direction of increasing confidentiality in order to establish long-term mutually beneficial relations with the client. In a conversation there should be no phrases and turns that cause the client to doubt the firm’s ability to fulfill his order.
Do not ignore the courtesy, because it is the most important component in the work of sales and services. It is necessary not only to state the information and convince the client of the need to purchase a product or service. It is equally important to listen carefully to the client, to perceive not only the verbal information he presents, but also the general mood, his wishes. Having received this information, you can formulate the unspoken wishes of the client and, thereby, gain his trust. And do not forget to ask questions that clarify the wishes of the client regarding the goods or services being sold, until complete mutual understanding is reached.
It should also take into account the age group of the client, his sphere of interests and preferences.