Selling eloquence

Chapter 3 Practice your eloquence well and make your exports into gold at any time (2)
Some salespersons dare not look into the eyes of the other party when they are facing customers, even if they look at the other party, their eyes will drift.This allows experienced customers to see your lack of self-confidence at a glance. It is because they see your weaknesses that they keep negotiating conditions, and the orders that could have been signed immediately have been delayed.The correct body language of the salesperson should be smiling, looking at the other person's eyes with piercing eyes and softly, neither humble nor overbearing, so that the other person can feel your confidence and peace, as well as your honesty and courage.

(2) Body position.The angle and distance between the salesperson and the customer must show enthusiasm and respect.In the beginning, salespeople may need to stand up and communicate with customers.But some people keep shaking their shoulders and switching their feet while standing. These actions are very impolite and will make customers feel that you are impatient and want to end the conversation as soon as possible.The correct way is: take a rest like a soldier, with one foot slightly forward, and the other foot behind to support the center of gravity.Be steady and don't shake your head.When sitting down to discuss business, sit with your back straight and lean forward so that you can fully demonstrate your enthusiasm, professionalism and attention to customers.

(3) Facial expressions.Smiling is the most effective body language used to create a good image.Therefore, when communicating with customers, the salesperson must always have a smile on his face, and never show impatience; otherwise, it is easy to offend customers.In addition, the salesperson should also pay attention to the fact that the smile is not a stylized or mechanized smile, but a natural and heartfelt smile, so that this kind of smile can move people's hearts.

(4) Gestures.Everyone uses gestures differently during a conversation, but some gestures are helpful and others are annoying.For example, the gesture of an open palm by a salesperson will give customers a sense of honesty, which can improve your credibility and increase your communication skills.When talking about business, it is best not to show the gesture of pointing at the other party, which will make the other party very disgusted, and do not shake your fist when speaking, these gestures are impolite.for example:
If you say "hello", but you look dismissive at the corners of your eyes and brows, such "hello" can only make customers feel that you don't think he is "good", but look down on him intentionally, or even look down on him. in a provocative sense.And the same sentence "Hello", if you warmly reach out your hand and shake hands with the customer cordially, and say it with a sincere voice, it will definitely infect the customer's heart and make him think that you are really asking him. "it is good".

Therefore, when communicating with customers, salespeople must pay attention to the proper use of silent language so that they can play a positive role.

5. Active listening helps sales

The longer you listen, the closer the person will be to you.

—Joe Girard

Many salespeople are eager to sell products, ignore what the other party says, and are always eager to ask questions during the conversation, or interrupt the other party's words, or state their own views.None of this is appropriate.Haste makes waste. If you want to make the transaction successful, when the customer is talking endlessly, it is a favorable opportunity for success. You should be happy for this, and immediately raise your spirits to listen actively. Only in this way can your sales benefit.

(1) Abandon preconceived notions.Only by abandoning those preconceived ideas can we patiently listen to the customer's speech, correctly understand the information conveyed by the other party's speech, and thus accurately grasp the core of the other party's words, and can objectively and fairly listen to and accept the other party's doubts and dissatisfaction.

(2) Be patient.The listening referred to here is not only to listen with ears, but also to observe the expression and movements of the other party with eyes, to put oneself in the position of the other party's words with heart, and to use the brain to study the motivation behind the other party's words.Listening is to listen comprehensively under the premise of "hearing, seeing, heart, and brain".

As a salesperson, being able to listen patiently to the customer's conversation is tantamount to telling the customer: "You are a person worthy of my listening to you." The communication is more harmonious and creates a harmonious atmosphere for the final successful sale.

(3) Be sure to concentrate and think positively.When listening to the customer's speech, the salesperson should concentrate, listen carefully to every word the other party says, pay attention to the content of the other party's conversation, wording and expression, pay attention to the other party's tone, intonation, facial expression, eye movements, etc. All of these can Provide you with clues to discover the hidden content behind each other's words and deeds.In this way, you will not jump to conclusions on the customer's conversation without sufficient analysis and thinking.

(4) Don't interrupt customers easily, control your words and deeds.When listening to the other party, the most difficult and most critical skill is to restrain and control your own words and deeds.Usually, people like to listen to the language of praise, and don't like to listen to the language of criticism and opposition.When I hear objections, I can't help but refute them immediately. It seems that only in this way can I justify myself.There are also people who like to express themselves too much, which will lead to talking too much or interrupting others' speech when communicating with each other.This will not only affect your own listening, but also affect the other party's interest in talking and their impression of you.Therefore, in the communication with the customer, the salesperson must not easily interrupt the other party's speech, and do not make comments in a smart way.

(5) Listen critically.Discriminating listening must be based on keen analysis, because if you are not good at analysis, you will not be able to identify the "implication" of the information that the customer said, and this is the customer's true intention.For example, the phrase "too expensive" is the mantra of almost every customer, and the implication is "I don't want to pay this price", not "I don't have that much money".If you can't discern the real meaning behind it, you will often mistake the customer's excuse as an objection and refute it, which will easily irritate the customer, and at the same time let the customer find an excuse to defend himself, which will also increase invisibly. Sales resistance.

(6) Pay attention to understand the meaningful words and sentences spoken by customers.For example, in sales communications, salespeople often hear statements like, "By the way..." The speaker is trying to give the impression that what he is about to say comes to mind.However, what you need to understand is that what he wants to say may be very important. To say this first, it seems casual, but in fact it is just a gesture.Therefore, when you find that a person often uses words such as "honestly", "speaking the truth", "frankly speaking", "sincerely speaking", etc., it is often that the person is neither frank nor honest. Sometimes the phrase is no more than a poor cover-up.

(7) Positive feedback.To get better results in your listening, you should not only listen attentively, but also show some feedback, which can create a happy atmosphere for the other party who is willing to continue talking.

A. Feedback on expressions.Feedback on expressions such as smiles, nods, bows, eye gazes, and appreciative glances can show that salespeople are interested in the customer's conversation, so the customer will be encouraged to speak more and more deeply. .

B. Positive feedback on language.In sales negotiations, when the salesperson acts as a "listener", he must pay attention to expressing his affirmation of the views agreed by the customer with answers such as "yes" and "yes". Simple words to point out that some views of the other party are consistent with your own, or use your own experience to explain your understanding of the speaker.Sometimes, it is also possible to appropriately repeat what the other party has said. These ways of expressing understanding are a positive response to the speaker.

(8) Be good at inspiring.When the salesperson is listening, if he properly uses methods such as rebuttal, question and silence, he can stimulate the customer's thinking and make him talk in depth.Of course, the rebuttal mentioned here does not mean interrupting the other party's speech or interjecting easily, but a moderate rebuttal when the other party asks for your opinion or pauses for a while.In addition, according to the specific negotiation situation, the sales staff can ask their own questions, so that the customer will actively talk about it in order to answer your questions.In addition, the salesperson can also keep an appropriate silence, because sometimes silence is not equal to acknowledgment or neglect, it can mean that you are thinking, it is a manifestation of paying attention to the other party's opinion, or it may be a hint that the other party changes the topic.

6. Be sure to close the "exit"
Don't interrupt the client arbitrarily, don't try to join the conversation or correct him.

— Brian Tracy
Once the words are spoken, they are like water poured out, and it is difficult to take them back.Therefore, when the salesperson communicates with the customer, he must check the "exit" well, and don't cause trouble to his sales work because of a momentary slip of the tongue.So, from what aspects to check?A specific description will be given below.

(1) Don't make promises lightly.

A. Easy promises outweigh the gains.Salespeople should not make easy promises out of thin air.If the promise is not met, it will not only disappoint the customer, but also give the customer a bad impression of dishonesty-this is more terrible than anything else.

B. Be sure to be clear about the scope of your "discourse power".Before the salesperson says something that is not negotiable, he must calculate it in his mind and make it clear that he must bear certain responsibilities within a certain range.Especially when dealing with disputes, salespeople must be more careful not to make verbal promises, and never say things that are not good for themselves or their company just to comfort the other party.

(2) Do not criticize customers directly.There is a saying like this: "Praise and encouragement turn an idiot into a genius, criticism and complaints turn a genius into an idiot." In this world, who wants to be criticized?Salespeople have to deal with people every day, so they should pay more attention to this aspect.

(3) Do not contain offensive language.Most salespeople lack rational thinking when they say these offensive words, but they don't know that whether they are offensive words to people or things, they will cause customers' resentment.As a salesperson, you should try to avoid attacking people in the same industry, and it is best to keep your mouth shut, which will benefit your sales.

(End of this chapter)