How communicate with clients
What does communication with people give?
Communication skills with people are required every day. Some believe that effective communication is something from the arsenal of business psychology, and people who do not need to conduct business negotiations, learn to communicate with anything. And this is a big mistake that can be costly. Communication with people is an important part of our life. Thanks to the ability to express our thoughts and listen, we can not only achieve career success but also make friends, improve relations with family and friends. Psychologists know that most conflicts in a couple and even divorces are caused not by insurmountable contradictions, but by a banal inability to negotiate. And how many people suffer from loneliness only because they are embarrassed to talk to a pretty stranger or a stranger! In short, the ability to communicate is necessary for everyone. This is the key to success in all areas of life. Abraham Lincoln, John Kennedy, Martin Luther King, Ronald Reagan, Winston Churchill, and Jacques Chirac would hardly have reached the heights of the political Olympus if they had not been such brilliant orators. Steve Jobs is known for his speeches no less than innovative computer developments. The legendary beauties of the past centuries in the ceremonial portraits are not at all astounding by their external data - but, contemporaries in his memoirs praise them not so much for beauty as for their ability to have a conversation. It should be noted that “communicate” and “talk” are not the same thing. Communication is a complex process that consists of both verbal communication (what we say) and non-verbal communication (the way we do it). And the second type of communication is much more important - it is not the meaning of our words that produce the greatest influence on the interlocutor, but the sound and timbre of the voice, posture, and gestures. And finally, the most important thing is our thoughts and feelings that are in our subconscious. This is the fear of rejection, rejection, anger at the offenders, etc. They influence the reaction of our interlocutors and determine our level of ability to communicate.
How to establish proper communication with customers
Regardless of how communication with the client is built - through telephone communication or this personal contact - it is the first impression that plays a fundamental role and influences the outcome of the conversation. Here it is important to follow some rules, as well as adhere to the sequence of steps when interacting with the consumer. The most important rule is to direct the conversation in the direction you need and to keep the interlocutor. It is necessary not only to be able to tell him about the benefits of your product and service and the benefits of working with you but also to ask the right questions in time to identify the client’s needs and preferences.
Communication should be open and friendly: you should not raise your voice, argue, put pressure on the buyer, impose your goods on him, be too annoying. But it is important to be the leader of the conversation and be able to keep everything under control. It is important to conduct a dialogue, involving the interlocutor to communicate, and not speak a learned boring speech. You need to interest him with your product or service, as well on gain confidence and arrange to interact with you.
- Do not be indifferent
In a competitive environment, the consumer always has a choice. He will appeal to the most attentive seller interested in productive communication. Hence the conclusion - go to meet him, especially when he needs advice, help, and participation. As a rule, people do not come to the veterinary clinic or, for example, to the notary "like that." There are good reasons for this.
- Be worthy of trust
In relationships between people, trust is important. You not only listen to the client but also share with him information about the product. You explain why it is needed and how it will help solve the client’s problem and talk about his personal experience. If your words sound, the client will appreciate it.
As you know, a good seller - partly a psychologist. After the interlocutor has stated his problem, you need to decide how to talk with him further. If he looks uncertain, encourage him; if he is excited, calm him down.
If customers knew all that you know about the product, they would not have asked you for advice. They are unfamiliar with specific terms, they are not aware of the latest developments. They generally do not care about the nuances, and this is normal. Your concern is to bring them the necessary information about the product. To understand you, you need to speak in an accessible, familiar client language.
- Keep silent about the nuances
Under the “nuances” here refers to the shortcomings of the goods or the special conditions for the provision of services - in general, what the client must know about before the transaction. It would seem that it should be unprofitable for you to inform him about such things. But, if you deceive the buyer (more, hide some information from him), then he will not come to you anymore and, moreover, will turn all your acquaintances against you.
Why are we afraid to be heard?
What keeps us from talking? Shyness, fear of saying stupidity or being misunderstood, fear of expressing one’s opinion, low self-esteem and even problems with diction - all these problems are based on psychology. Often their roots go to the distant past - in childhood or adolescence. As adults, we forget those unpleasant moments that have thrown seed of uncertainty into us, but they continue to influence our behavior. Irritated “Do not talk nonsense!” From parents, painful speeches at the blackboard in the classroom, peers ridicule - all this in adult life turns into serious communication difficulties. To identify and drop the cause of difficulties in communication, it is necessary to work with a psychologist. But the first and most important step - the recognition that the problem exists, and the desire to solve it.
How to tell about the product or service
Often there are difficulties when communicating with a customer on sales at the very first stage of a conversation - he is not interested in hearing about the product. How profitable to present their products or services to the buyer? The main task is to get him interested in the product and pay attention to his company. People love promotions and special offers, and this should not be used to attract new customers, as well on keep existing ones. Tell us about the promotions while communicating with the consumer, explain all the benefits from the buy of this particular product, and be interested in the novelty that recently entered the market. Find out the needs and interests of the client to offer a suitable product for him that meets all his wishes and requirements.
Having decided on the requirements of the buyer, focus his attention only on those details that interest him. No need to overload the interlocutor with an excessive amount of information in which he only gets confused. It will be enough during the communication to place accents and describe the product according to the parameters that are interesting to the client. The final stage is to work out all the objections of the potential buyer, thereby dispelling his doubts, and to induce the buy. Even if the consumer, after communicating with you, refused to buy the product or pay for the service, you need to maintain benevolence and politeness towards him. Then there is a very high probability that the visitor will come to you in the future, remembering your professionalism and desire to help with the choice. Thus, it is very important to follow the correct sequence of stages when communicating with a client if you want to develop your business.