The Devil's Conversation Learning: Instantly Become Friends with Strangers

Chapter 23

The devil strikes up a conversation and attracts the God of Wealth
——Brilliant teeth to seek contacts, brilliant eloquence to persuade customers from all over the world

To expand business is to engage in business activities for customers.In this sense, unfamiliar customers are definitely a supermarket that business and sales workers cannot ignore.In fact, actively chatting up customers is an invincible way for business and sales personnel to find and create new opportunities!If you want to improve your strike-up skills in the whole process of persuading, meeting, visiting, and maintaining clients, please read and understand the contents of this chapter carefully, and apply them in your practice.Before long, you will be able to upgrade to a business master!

01．Identify customers and find more excuses to strike up a conversation
To strike up a conversation with customers, we must first distinguish the clients, and then we can adopt different strike-up strategies for different clients.The significance of classifying customers to strike up a conversation is that the more information you know about a client, the more excuses you have for striking up a conversation, and the higher the success rate.

In the process of actually contacting customers, many salesmen "pounce" on seeing customers and try their best to introduce their products to customers. At this time, customers often have not understood what the product is or what the salesman wants to express. , I am already very disgusted with the salesman.These salesmen don't know when to say what to say, and they often start from their own needs.The customer is just getting in touch with the product, or is just a little interested in the product, and has not thought of buying it at all, while the salesman just blindly sells it, hoping that the customer will pay the bill immediately.It is often counterproductive to show "strong enthusiasm" when you meet a customer without knowing the customer's situation at all.This is like dating. When you first contact each other, you just get to know each other. If you have feelings, then make an appointment to meet. After deepening your understanding through various dates, you start to have intimate contact, and then talk about marriage.Just imagine, when you are dating, the first time you meet, you may have a little affection for each other, but the other party comes to hug you and express your "strong affection" for you. Do you still dare to have affection for him?In contrast, experienced salespersons are not in a hurry to persuade customers after contacting them. They will first classify customers according to their status, and then, according to the category of customers, choose a strike-up approach that is suitable for this type of customer and is easy to accept. Ways to express what they want to express, and let customers accept their views or products step by step.

How to classify customers according to their status?There are many ways to classify customers.The following are two customer classification methods commonly used by experienced salesmen in sales management, which are very valuable for reference.

First, classify according to customer status
Classification according to customer status is an empirical model derived from many excellent salesmen.It marks the various consumption states of customers in the process from unfamiliarity to loyalty, which are: potential customers, target customers, prospective customers, transaction customers, and loyal customers.Through such an analysis, we can clearly see how many customers are in each category, what is the proportion, and what countermeasures should be taken.

Potential customers: are customers who we think are likely to buy our products.If it is still a potential customer, then we just introduce our product clearly and briefly.

Target customers: customers who have some interest in the product after listening to our introduction.If it is already a target customer, then we need to further stimulate the interest of the customer.

Prospective customers: customers who are ready to buy our products.If it is a prospective customer, all we need to do is to remove the customer's purchase barrier.

Transaction customers: customers who have already purchased the product.If it is a transaction customer, then we need to reflect the manufacturer's information to the customer in a timely manner.

Loyal customers: customers who continue to buy products or customers who bring us relatively large profits.If it is a loyal customer, then we need to further strengthen our understanding of customers, conduct frequent customer satisfaction surveys, and optimize customer relationships.

Classifying according to customer status can let us know what status the customer is in with us, and at the same time guide us how to deal with that customer.Using this classification method for a long time will enable us to gradually develop the ability to recognize the status of customers, so that we can guide customers to accept our views or products according to the different status of customers.

Second, classify according to customer personality

Sales is basically a negotiation between people, and different personalities determine their value orientation is completely different.The reason why many salespersons are unsuccessful in the sales process is that the analysis of the customer's personality is not done properly.Everyone is a personalized subject. By analyzing the personality of different customers and finding different solutions, your sales will be more targeted and the success rate will be greatly improved.

Human personality is very complex, and now there are many personality analysis models for reference.The analysis of these customer personality types listed below is also a common method used by experienced salesmen in sales management. Therefore, it is more instructive than other personality analysis models.

Indifferent and serious type: This kind of customer is indifferent and doesn't care. You can't put pressure on him, you can't be hasty, you must be cautious, give praise in due course, and establish a friendly relationship with each other.

Preconceived type: This kind of customer has a straightforward style, approach him with enthusiasm, and ignore his insincere resistance or negative attitude.

Curious type: This kind of customer has a serious and polite attitude, and you should actively and enthusiastically explain to him, answer his questions, and tell him the current promotion methods.

Suspicious type: This kind of customer is troubled, don't argue with him, and don't put pressure on him, but observe his expression with a cordial and calm attitude, and then discuss with him in the usual way when he is completely calm.

Non-talkative type: This type of customer is the most difficult to deal with. You should take the initiative to ask questions, lead him to talk, and find out what the customer is interested in in a short period of time, so as to eliminate his vigilance.

Talkative type: This kind of customer is very difficult to deal with, but the talkative customer is much easier to deal with than the non-talkative customer.If he wants to use his eloquence to make you retreat, don't panic, find out the contradictions, inner desires and his resistance and fear from the customer's words in time, and then give him the illusion that you have been listening attentively , so that it relaxes its vigilance and resistance.If he is born with a talkative personality and likes to show off his tongue, he should listen carefully and analyze and judge the actual problems hidden in the conversation.

Straightforward type: This kind of customer has a forthright and straightforward personality. You might as well "make do with it" and change the content and wording of your speech according to the way he speaks.

Impatient or busy type: After greeting this kind of customer, you should immediately get to the point.When chatting with him, if you feel that something is wrong, you should immediately talk about the topic.When talking about the topic, be careful to talk about the conclusion first, and then talk about the reasons. Make a long story short and concise.

Inquisitive type: For this kind of customers, you should first find out the reasons why the customer is inquisitive, and then deal with them one by one, with hundreds of questions and answers.

Debating type: This type of client likes bickering or nonsense by nature, arrogant and self-important, I am the number one in the world, and should be courteous to this type of client, avoiding direct arguments and conflicts, because the ultimate goal is not to win the debate with the client, but to To consume.Therefore, we must grasp their psychology, seize the opportunity and unknowingly give this kind of customers more "top hats".Even if you know that the client is sophistry, you can't accuse or point out the other party.

The half-understanding type: This kind of customer always puts on the appearance of a connoisseur, has a strong sense of superiority and self-expression, and at the same time has a particularly strong self-esteem, is very sensitive in his heart, and cares about other people's evaluation and attitude towards him.For this kind of client, we should maintain the client's self-esteem with a sincere and open-minded attitude. First, we must admit that he is very expert in the problem, and then understand his true degree during the trial, and then say some corresponding words in a targeted manner.

Sensitive type: This kind of customer has a certain neuroticism, but this does not refer to physical neuroticism.Their self-confidence is not strong, self-reflection and self-examination are more, their senses are keen, they are cautious all day long, and their psychology is unbalanced.For example, pay too much attention to the date of manufacture of the product, and pay special attention to the price, efficacy, and brand of the product, and so on.Careful observation should be made of such customers, and their self-esteem should not be hurt.

Pretend type: This type of customer often adopts behaviors that doubt others, is always self-centered, self-willed, stubborn, likes to boast about one's own wealth, family, etc., has strong vanity, is not good at extensive contact with others, and is overly critical of others.Don't bring up topics that he doesn't like to this kind of person, so as not to "get burned".As long as a customer with strong vanity is good at telling her that the product has imported and high-end features, she can make her immediately decide to buy it.

Aggressive type: This type of customer tends to highlight themselves, likes to make great achievements, likes to show off, is stubborn and stubborn, persevering, assertive, and has a certain fighting spirit.Aggressive people will argue, and even trivial matters will be hotly contested, and even lead to lawsuits.This kind of person is difficult to get close to, will never give in in negotiations, and it is difficult to make a deal.

In short, customer classification can analyze the consumption status of customers, and can also analyze the individual character of customers.Only by accurately classifying customers can sales and business personnel identify customers in a unified and effective manner, prepare for chatting up, and open the communication mechanism.

Further reading: customer classification management

The so-called hierarchical management of customers refers to the multi-angle measurement and classification based on various indicators such as the contribution rate of customers to the enterprise, and finally weighted according to a certain proportion.After classifying and processing the enterprise customer information according to the classification standard, conduct statistical analysis based on the sales information among similar customers, discover common characteristics, and carry out cross-selling, so that before customers place an order, they can understand customer needs and carry out targeted sales. Commodity recommendation and marketing.

(1) The credit status of the customer.That is, the enterprise counts whether the customer's payment status in the last year is timely, whether there is delay, the number of days and reasons for the delay, and then judges the level of the customer based on these factors.

(2) The customer's order amount.Count the amount of orders placed by customers in the past one or two years, and then arrange them according to the order volume from large to small.The order quantity can be evaluated from the amount of the order or the quantity of the order.

(3) The development prospects of customers.This is mainly for new customers. Enterprises tap the potential value of customers through investigation and understanding, and then artificially judge their importance.

(4) The contribution rate of customers to corporate profits.This method not only considers the amount of the customer's order, but also involves the cost and profit of the purchased product.Count the sales orders of customers for a year and the profit margin of purchased products, and then calculate how much profit has been created for the company.Then rank according to the size of this profit, and perform priority ranking.

(5) Comprehensive weighting.The above indicators are only measured from one aspect, which is a bit biased.For example, although the customer's credit status is very good, it is possible that he only places an order of 100 million a year. Even if his credit status is the best, it does not create much profit for the company; , However, the products they buy are all low-profit products, or their credit status is not very good, and they are always in arrears, so they are not necessarily high-value customers.

02．Observing the characteristics of the dress, striking up a conversation is exactly in the arms of the customer
Most sales and business personnel are against developing unfamiliar customers, thinking that wanting to immediately gain the trust of an unfamiliar customer is probably no easier than winning the lottery jackpot.In fact, it is not the case. In fact, the difficulties that these people think come from a common point, that is, they cannot immediately find a topic that attracts the other party during the strike-up.If you can't attract the other party, of course it will be difficult to gain the trust of the other party.Many research data show that the patience of unfamiliar customers for business and sales staff is about 40 seconds.In other words, if you can't arouse the interest of the other party within these tens of seconds, the business may fall through.Practical experience also tells us that within three seconds of speaking the first sentence, the customer has already made up his mind; the subsequent tens of seconds are just to deepen the customer's impression of you.That is to say, if you want a client to have a desire to communicate with you, you must speak to his heart when you speak, which is the so-called "hitting the heart", otherwise it will be just nonsense to say more later.

The main significance for sales and business personnel to develop unfamiliar customers is that we must use the shortest time to confirm whether the customer has demand for the product, and whether it is worth our continuous follow-up and visit.Only in this way can we save time and develop in a large amount, so as to create the greatest transaction benefits.Otherwise, it will not only waste the other party's time, but also cause great frustration to yourself.Therefore, before contacting the other party, you must first judge which sentence from various aspects such as the customer's dress, the place where the customer deliberately highlights, the customer's sitting posture, standing posture, skin color, and the way he uses his mobile phone and backpack. You can attract him so that you can create the greatest opportunity for yourself.Here we only take a strange customer wearing a suit as an example to analyze how to dress to determine your strike-up strategy.

First, judge which sentence can attract the male elder from the suit he wears

When you approach a strange customer, the first thing you see is the style of the other party's clothing.The first step in developing new customers is to keep in mind that all clothing in the society, whether formal or informal, has its social significance, especially all kinds of suits.Generally speaking, the meaning of a suit is maturity, professionalism, restraint, and a certain social status, and it is also a sign of politeness and respect for occasions.

When the suit wearers are male elders over the age of 50, it usually means that they are in a situation where mutual respect is required, and polite greetings have probably become their daily habits.At this time, if you politely extend your hand in front of them and ask for a handshake, the other party will usually respond no matter it is based on habit or etiquette. Even if you refuse, they will be polite and try not to embarrass you.In addition, the style and stripes of the suits worn by male elders also reveal information, so you have to find opportunities to strike up a conversation with them. If the method is right, they will respond positively to you.

Male clients who wear non-stripe suits are generally strict.This type of customer has a more cautious personality, calm and stubborn, and is not good at communicating with others.But as long as you can make him leave a good impression on you at first sight, although he doesn't say anything, his trust in you will increase day by day due to your regular visits.In the face of this type of elder, you must remember that "there are many people who don't blame you", and you must stand in front of him and bow to salute him first, then say hello and extend your hand, the chance of success will be higher.When he shakes back, he can state his purpose and directly tell him that there is a product that he wants to introduce to him.If he doesn't speak, you can start the introduction; even if he refuses, you can exchange business cards with him.Based on politeness, the other party usually will not refuse, so that at least you can visit again at another time.

Male clients who wear straight-striped suits are generally conservative.This kind of customers are relatively introverted, don't know how to adapt, and don't like reckless people.In the face of this type of elders, the attitude and speech are similar to those of the rigorous type mentioned in the previous item. The biggest difference is: the rigorous type is more general-like. When you salute in front of him, he will stop. Step down; but this type of person may bypass you.Therefore, when facing this type of elder, you should stand in front of him so that he does not feel threatened.

Male customers who wear diagonal stripe suits are generally of the hearty type.This type of customer has a big personality, but has a keen sense, and can detect the main purpose of other people at a glance, and often has an opinion in his heart, which is the type that will directly tell you to accept or reject.A smile is the best weapon against this type of elder.A cheerful smile and a "hello" without deliberately pretending, while reaching out naturally, can make him stop.This type of elders will also open the chatter box by themselves, as long as they faithfully state their products, even if the other party does not need it now, they will give you the opportunity to contact in the future.

(End of this chapter)