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[sales skills] sales people should play the role of a good listener first, and then a speaker

Click times: 2383 release time: October 11, 2018 11:12:22
Communication starts from the heart. The first step is to learn to listen. In sales, 80% of transactions are completed by ears.


1. 80% of deals are done by ear.

(1) listen to customer needs.

(2) improve products and services.

(3) master customer satisfaction.

The salesperson should first act as a good listener, then a speaker.

2. Learn to listen to customers.

(1) Ask the client to finish speaking without interrupting.

(2) Try to understand the customer's feelings.

(3) Listen attentively and do nothing irrelevant.

(4) Pay attention to feedback. Listen to the customer's conversation, pay attention to the customer's feedback, and verify whether you have understood the customer's meaning in time.

(5) Don't mind the language and movement characteristics of the customer's conversation. Pay attention to the content of the customer conversation.

(6) Pay attention to the means of expression other than language.

(7) make the speed of thinking adapt to the conversation. The speed of thinking is several times faster than the speed of speech. Therefore, when listening to the customer's conversation, the brain should grasp the work and be diligent in thinking and analysis.

(8) avoid silence.

Listening carefully is a catalyst to enhance trust between you and your customers. The sales staff who learn to listen to the customer talk will really enter the customer's psychology, so they can establish trust and tacit understanding between the two sides.

3. Understand the subtext of "too expensive".

(1) one of the subtext: the price is higher than others and it is difficult to make a decision.

(2) subtext 2: I don't know about you. The risk is too high, so think about it again.

(3) subtext 3: what you said is not what I really care about.

4. Understand the client's mind through words.

(1) those who criticize others are jealous.

(2) ambiguous people like to cater to others.

(3) people who are familiar with themselves - want to get close to you.

(4) people who avoid a topic have other purposes in mind.

(5) people who judge others are more resourceful. Sales staff should not listen to the customer's judgment too much, but should be good at analyzing the mystery, can not affect sales.

(6) people who maliciously criticize others have a strong desire to dominate.

(7) people who act according to the wind - very easy to change face.

(8) grumbling people are small minded and can't hold more things. No, you don't have to take their words to heart, just follow the original plan.

(9) people who resort to tradition are conservative.

5. "Talking" divulges customer information.

In business, sales staff must work hard to find valuable information from customers' every word.

(1) in a formal speech, the customer clears his throat at the beginning. It shows that he's a little nervous.

(2) people who keep clearing their throat and changing their voice may have some anxiety.

(3) the reason why some people clear their throat is because they are still hesitant about the problem and need to continue to consider it.

(4) deliberately clearing the throat is a warning to others and expressing a dissatisfaction.

(5) whistling is sometimes a kind of natural and unrestrained expression. It shows that the customer is confident and shows full confidence. In this regard, the sales staff should think of a good countermeasure to avoid falling into the trap of the other party.

(6) people who are dishonest in their hearts will falter and falter in their voice, which is a manifestation of their guilty heart.

(7) despicable customers have ulterior motives, so their voice is very harsh.

(8) customers with smooth heart talk cool and peaceful.

(9) those who have rebellious intentions often feel a bit ashamed when they speak.

(10) those who are rich and bold will have a strong voice in their words.

(11) those who slander others are evasive, while those who lose integrity are hesitant.

(12) impetuous people chatter endlessly.

6. Voice is an expression that interprets the customer's heart.

Sales staff should not only pay attention to the superficial words, but also understand the voice over of customers, so as to grasp the psychology of customers.

(1) if you are calm in your heart, your voice will be calm.

(2) when the heart is clear and smooth, the voice will be cool and smooth.

(3) most people who speak fast are eloquent.

(4) people who speak slowly are more dull.

People's external voice changes with the changes in the inner world. Therefore, it is said that "the struggle of heart and Qi will change the voice."

7. Through voice to see the customer's character.

Be good at using polite words. More tactful and sophisticated.

(2) customers who use more polite language. The mind is more open-minded and has a certain tolerance.

(3) concise customers. He is open-minded, open-minded and generous.

(4) customers who speak slowly and talk nonsense. The sense of responsibility is not strong.

(5) customers who speak in dialect. Feelings are rich and especially emotional.

(6) customers who are good at persuading others. Quick thinking.

(7) good customer in conversation. Like to show off, to enter their hearts, the fundamental point is to satisfy their psychology of being a good teacher.

(8) wantonly slander other customers. Narrow-minded, in the process of contact, you must be good at covering up your talent, showing your common side, so as to avoid causing suspicion.

(9) users with sharp words. Such people are often hated by the people around them.

"Attitude determines everything", voice determines a person's personality, also determines how customers face the sales staff with the mentality, and then win big orders.

8. Oral language shows the customer's psychology.

It's not that I can make an objective judgment.

(2) people who often use popular words. Follow the trend, like exaggeration, lack of personal opinion and independence.

(3) people who often use "it is so". Most of them are superficial and ignorant.

(4) more "absolutely" people. An arbitrary character is obvious.

(5) people who often use foreign languages and foreign languages. Vanity strong, love to show off and boast.

(6) "I knew it long ago" has a strong desire to express itself.

(7) "this ·", "that"... And "ah..." are cautious in their words and deeds.

(8) as expected. More self righteous, emphasis on personal opinion.

(9) the "real" person. Show a strong desire to attract others' attention.

(10) the potential desire of "how to end up" is not satisfied.

(11) "I... look for opportunities to emphasize myself in order to attract the attention of others.

The word "true" is emphasized. self-distrust

(13) "you should", "you can't", "you must..." are autocratic, stubborn and arrogant, but they are full of self-confidence.

(14) people who often use local dialects and are well grounded and sound. Strong self-confidence and personality.

(15) "I want to...", "I think..." "and" I don't know... "Are relatively simple in thought, impulsive and unstable in mood.

Oral language is formed by long-term and high-frequency use. It has distinct personal characteristics and is the oral expression of one's internal character.

9. Master the trilogy of patient listening.

(1) listen with enthusiasm and responsibility. Good listeners listen to the content with their ears and listen to their emotions more attentively.

(2) avoid unnecessary interference when listening.

(3) be an active listener. Action is better than words. Actively listening to each other's speech is actually to express your respect for others in a silent language. To be a good listener, we will not only win the praise of customers, but also win the hearts of customers.



In the process of selling, many people can't make a good impression because they will not or will not listen. Therefore, practice the basic skill of "patiently listening" in daily work. Remember, no matter where the customer comes from, you have to listen attentively.
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