Why did the customer say that they did a good job and the customer ran away?
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Everyone likes to listen to good words, praise customers can get closer to the distance between customers, but sometimes, when they say good things to praise the customers, he ran this why?
Because praise is also a pain point, you shoot the horseshoes.
Praise also has to catch pain points
When my girlfriend came home, my grandmother glanced and said, "My grandson is like his father. His eyes are good and he will pick it up." In a word, he praised all the people in the family. The girlfriend of the son, daughter-in-law, grandson, and grandson did not fall.
This kind of praise, watching everyone makes people smile. Because such praise captures the focus. Son, grandson's focus is on the temperament of the eyes, daughter-in-law, and grandson's key points.
Many sales people also understand that praise can close the distance with customers and lead to business transactions. But often, when you open your mouth, you catch the wrong one. Grasping the pain point is to look for praise, which is a process of deepening understanding and understanding of customers.
For example, although every woman wants to get a beautiful and beautiful compliment, if the other party is obviously older, she is not so valued and confident about her appearance, but sales have always praised her young and beautiful, which makes her feel very Disgusted.
For example, when shopping for clothes, the customer tried on a dress that was obviously not suitable for her temperament, so don’t praise it with the scalp, because the effect after the try-on, the customer knows well, obviously it is very obvious A fat piece of clothing, you have to praise the sky to say good-looking, the customer will think that you are full of mouths running the train, even if you try to wear good-looking clothes, do not trust you.
In fact, you can praise the customer from another angle. If the dress is fat, then you can start with the color of the clothes, saying that the clothes are white or look good, instead of squinting and squinting: "Not fat, I think it looks good."
Praise the pain point to turn
After catching the pain point, you must learn to turn. The turn here means that you can deepen your praise to your customers through proper turns.
Xiao Shen stayed in front of a wallpaper for a long time, the shopping guide walked over and said: "Your eyes are really good, this is our main product, is the latest sales king."
Then, Xiao Shen asked: "How much is a square meter?" The shopping guide said: "The price of this wallpaper is 80 yuan per square meter." "Slightly expensive, can you offer more discounts?" Obviously, Xiao Shen The point of dissatisfaction is at the price. Therefore, the topic of shopping guide transfer said: "What kind of house do you want to install? In which community?"
After learning about the residential area where Xiao Shen lived, the shopping guide launched a psychological offensive: "The residential area you live in is one of the best real estates, beautiful green, convenient transportation, your house layout is also very good, you can buy such a house, I see your This kind of wallpaper is also inferior. This wallpaper is yours, and it is our sales king, which shows your taste. It is a long-term thing to decorate the house. So expensive house, how much is the wallpaper, but it will take a long time to see a home. That is, the wallpaper can best see the taste of the owner. Moreover, for a penny, this price is actually not expensive."
Xiao Shen thought, this is also the truth, the moment is fixed.
At the beginning of the shopping guide, he found the pain point of Xiao Shen. He pursued the vision and taste. After hitting the wall, he turned to the house properly and took the order by comparison.
Four tips for praise
Praise to customers is actually a process of magnifying an advantage, and it cannot be hard-wired. The obedientity of the hard-working set will only be repugnant. Different customers have different ways.
First, if it is a new customer, don't praise it as soon as you come up, and keep the necessary courtesy. Because everyone is not very familiar with the situation, rushing to praise the customer, if you can't catch the pain point, it will only make it suspicious and even disgusting. If you don't get it, it will become flattering.
Second, if you are a familiar old customer, you must pay attention to the changes in them, such as hair, wear, accessories, etc., you can increase the topic, and immediately offer your praise.
Third, the details are very important. If you want to praise others, please be sure to praise from specific things, problems, details and so on.
The typical words have "before your office, through your office, you are very diligent to see your staff work, it seems that your leadership / management is very good", "just talked with you, found your bookcase There are a lot of books on industry knowledge. I believe that you have special research on the industry. I will ask you more questions in the next day. If anything is wrong, you should give me more guidance.
Fourth, we must learn to borrow the mouth of others. This will not only avoid embarrassment, but also get a good impression on both sides.
The typical words have been "a while ago, visiting a certain company, he has a very high evaluation of you...", "Listen to your staff, you are a particularly easy-going leader", "Yes, just next to The customer also said that you are very tasteful!" Wait.
People are divided into groups, praised by age
In addition to the above five general-level skills, we can also praise customers based on their age. Different ages, customers need different compliments.
* 20-30 years old, the most needed is to appreciate
This group is younger and most likes friends. The role that sales needs to play is more of the customer's friends, analyze and discuss some things with the customer. If you can help the customer achieve the goal of success, then it is more able to establish further relationships with the customer. Therefore, when talking, it is best to discuss the appropriate joke nature.
* 30-40 years old, the most needed is praise
Customers in this age group are generally married and have a small career. This part of the population needs the affirmation of others.
Our praise entry points are more to be reflected in the "young promising", "professional", etc., and at the same time as the younger generation and the latecomers, and like the way customers seek success, it is also a proper way of praise.
* 40-50 years old, the most needed is worship
This group is relatively older, and if it is a junior, it prefers the worship and appreciation of others.
In the face of such customer groups, the main way of praise is to reflect the worship of customers and provide customers with a sense of “success”. Commonly used words have "listen to you, I am maddened", "Oh, it is like this, or your taste is better" and so on.
At the same time, such customers are generally more stubborn and like to "educate" the younger generation. If the sales can properly use the customer's psychology, it is also an indirect compliment to ask the customer whether they encounter problems in their work or life. In the process of communication with such customers, the adoration of the customer is the praise of the sales.
There is a paragraph on the Internet. "There is a kind of sales. I am asked to enter Watsons. My face is rotten."
Watson's type of sales is a typical anti-path, pointing out the customer's shortcomings, giving customers a sense of crisis while buying products. In the short term, it does work well. But in the long run, it will be a bit okay. Because the customer buys in addition to the product, there is also a comfortable, I am here when I am here, the experience is actually quite poor. A service with a very poor experience, once or twice is enough, and who will find it every day.
Everyone likes it, but praise is an artistic activity. It is a good job to improve the customer experience, to make customers feel comfortable, and to get orders and profits from products. Why not?