Sales manager letter:
Yes, indeed, not all customers are happy. Some of them are capricious, and sometimes inadequate. This is a given and must be accepted. There is such a rule for choosing a profession: if you don’t like to communicate with capricious clients, communicate with papers, digital technologies Or go work as a watchman. And if, nevertheless, you want to work with people - fall in love with a capricious client.
All of us are sometimes in the role of sellers, and sometimes in the role of customers (not necessarily in the collective farm market, it happens in everyday life). The relationship "seller - client" is similar to the relationship "cavalier - lady". The lady has the right to whims, the gentleman is always gallant. And if the seller answers the client: “Look at yourself!”, Then he makes a mistake, because he shows an unacceptable weakness (not to mention the fact that he loses the prize for which he goes to work). A good salesperson always remembers that the customer is always right, even if he is wrong. And if the client is caught as a redneck, the seller will be at his best, if, nevertheless, without rude manners and violence, he adequately resolves the situation.
And further: good seller does not sell goods, but satisfies the needs of the client.
Certainly, useful rules There is a lot of communication psychology, but there are four main ones that are relevant when working with clients:
1. Be an attentive listener
Despite the fact that the importance of listening has long been said and written, the inability to listen is a common problem. The ability to listen is essential in any communication. And in sales, the ability to listen is sometimes more important than the ability to speak.
“I once spoke with an angry customer. He complained and cursed constantly. At first I tried to object, but that turned him on even more. Finding no more arguments, I just shut up and began to listen. When the client spoke out on the main issue, then he began to talk about abstract topics. I listened to him and expressed understanding. As a result, he calmed down and abandoned his claims.. (From a speech at the Oratory Course).
Indeed, sometimes it is enough to listen to a dissatisfied client, and his aggression evaporates.
The trouble with talkers is that they do not like to listen, therefore, firstly, they let important information go past their ears, and, secondly, they annoy the interlocutor, who has the thought: “What the hell am I doing here?”. Therefore, it should be understood that we listen, first of all, for our own good.
Listening skills involve hear rather than just pretending to listen. Some interlocutors only pretend to be listeners, while they themselves plan their further speech at this time - the so-called dialogues of the deaf take place. The ability to hear helps to correctly understand the words of the speaker, and not interpret them in his own way, and also to understand him emotional condition and impulses.
Listen actively. You should not behave like a mannequin, which only knows that it is silent and does not move. Respond while listening: occasionally nod your head, insert appropriate remarks and change facial expressions as a sign of understanding the interlocutor's speech. Ask questions if something is not clear. Active listening satisfies the interlocutor, for he understands that his speech has an impact, and not in vain shakes the air.
So, be an attentive listener, do not interrupt the interlocutor is the first rule.
2. Don't argue
Despite the fact that they say that truth is born in a dispute, it is far from always born there, because dispute is discord. And often a dispute is not a scientific discussion, but a rough controversy, in which each of the parties, first of all, wants to defeat the other side, and certainly not to unearth the truth. That's why they also say: who argues is worthless.
A dispute is a conflict, and the conflicting parties do not cooperate, but fight. They do not hear each other, because each of them is annoyed by the very fact of the existence of the opposite side. Therefore, a salesperson who engages in a polemical skirmish with his customer is making a blunder.
So, be an ally, not an opponent of your client - agree with him instead of arguing.
3. Do not start your phrase in response to the interlocutor's previous words with the word "no"
Oh, this rule is broken at every turn. It is ignored by all and sundry: both locksmiths and top managers, salespeople, lawyers, professors, honored artists, presidents, teachers, pianists and the list goes on. Only experienced negotiators and some sensible diplomats observe it. Listen to how respected adults are talking:
- No, I liked the borscht.
No, it's really delicious.
– No, actually it is cooked well here.
Etc.
The word “no” at the beginning of a remark in response to the words of the interlocutor means crossing out his words, right? But our interlocutor did not speak so that we crossed out his efforts, so our “no” irritates him and, again, makes him want to oppose, not cooperate.
Even when people agree with the opinion of the interlocutor, they manage to start with the word "no": "No, I agree with you."
So, break the habit of starting with the word “no”, if any.
4. Do not use the construction "you (you) are negative"
Statements such as: “you didn’t listen to me well” or “you don’t understand the topic” immediately turn on the interlocutor, causing him to want to defend himself or rush into a retaliatory attack, because. hitting the living. And it is worth hurting the interlocutor, and he does not hear you. So, "You should never say, 'You misunderstood me.' It's better to say: "I didn't express my idea well""(Rober).
These four rules of communication psychology are necessary minimum, which should be owned by every salesperson, secretary on the phone, sales manager, as well as every person who respects himself and others. Their observance is the calling card of a pleasant interlocutor. And if a specialist working with clients violates them, then this indicates his low qualification and lack of professionalism.
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Communication with the client is a delicate science, the contact staff leaves the most important impression of the client about the company. If communication with your staff brought pleasure to the client, this can neutralize many of the disadvantages in your company or product. And vice versa, one wrong word or intonation can deprive you of a client forever. Today we will talk about how to properly conduct a conversation with a client.
How to learn to speak correctly and beautifully
To begin with, I would like to say that in life there is no more valuable competence than the ability to talk to people correctly. At any life situation communication skills will help a person. Unfortunately, society is now very much gone into online life and because of this, many people communicate little with each other. This does not allow them to pump and develop their communication skills. Only true geniuses in their field can achieve heights without this skill, whose work is so perfect that anyone will appreciate it. The rest need to be able to build relationships with people, be able to make friends and be able to defend their point of view. History knows many examples when a genius could not win the favor of society and his works were recognized years after his death. Unfortunately, even the most best idea you need to be able to present it beautifully to the public.
You can learn how to speak correctly and beautifully only by constantly communicating with other people. This skill develops only in the process. This article outlines tips and tricks that you should pay attention to first of all. But just reading the article will not force you to change your behavior, it is you who should do it. If you are a manager or business owner and want to influence the behavior of subordinates. Then only a clearly defined system will help you, it is usually called the standards of communication with the client. And most importantly these standards. The system itself will not force people to change their behavior.
Standards of communication with the client
Any self-respecting company should have a set of rules for communicating with a client. In which it is clearly prescribed how it is possible and how it is impossible to conduct a dialogue. For sellers and contact personnel who solve the same tasks, it is easiest to write scripts and scripts for dialogues. About that, we have already talked, so we will discuss common standards communication with the client. In fact, according to the criteria described below, you can immediately determine whether a person knows how to properly talk with a client.
Emotional attitude and openness to the client
Often the seller is in a bad mood and with all his appearance shows this to the client. Some employees have such a facial expression that the client is simply afraid to approach him. There were cases in my practice that the seller went about his business and did not pay attention to the client, and the client did not want to distract the seller, seeing that he was busy. It doesn't matter who initiates the contact, it is important that the seller demonstrates that he is ready to help the client.
The client does not have to wait
Absolutely everyone is annoyed by the expectation and the uncertainty associated with it. Often by good reasons we cannot promptly answer the client's question, unfortunately such situations cannot be avoided. The task of the contact staff is to help the client as quickly as possible. But if the client has to wait for the consultation, it is important to show concern: to say how long the client will have to wait, to offer options for how the client will spend this time, to apologize in advance about what happened. This applies not only to live communication, but also by phone or e-mail.
Identify contact initiator
Often companies do not think from whom the contact initiative should come, from the client or from the employee. Although this important criterion when writing communication scripts. In addition, these are fundamentally different customer service strategies. You probably noticed that in some stores, sellers actively approach you immediately offering their help (Euroset, Eldorado, Technosila), and in some, on the contrary, sellers stand and wait for you to call them (mediamarkt, Mvideo). Each of the strategies is good in its own way and has the right to exist.
Establish contact correctly
Addressing a customer by name
There is no sound sweeter than given name. This simple truth should be hammered into all employees. The ability to address by name should be brought to full automatism. It will not happen quickly, but in general it will play good service to any person.
Communicate in the same language with the client
If you need to explain something to a deaf and dumb person, you will probably use sign language, take a pen and paper, or type on a computer or phone. But it is unlikely that you will explain in words, I often came across many deaf and dumb people, and I know what I am talking about. But unfortunately, when communicating with a client, an employee often chooses the language of terms and slang words that are not clear to the client. This is a big mistake, the only language worth using is . Every organization should have a list of features and benefits, and how to communicate it to the client.
Dont lie
The worst thing an employee can do to a client is to lie. You lose all the trust of the client in one moment and you will never get it back. Many times I had to communicate with clients who were lied to by employees and the labor costs to return such a client to the company are very large.
Do not burden the client with your difficulties
For one reason or another, an employee may encounter various difficulties that prevented him. Remember that you should not tell the client about all the problems that you have encountered. To begin with, the client does not care (if he cares, he will ask), then great difficulties can frighten the client away. I often heard the phrase - “well, if everything is so complicated, then I don’t need it.” All you have to do is apologize for the delay and, if possible, compensate for the loss of the client in some way.
Always do a little more than is required
If a person receives more than expected, then he becomes happy. This simple rule should be your watchword. I have read several articles on this subject. For example, hawthorn tincture vending machines have become popular now, for those who are not in the know, this is a cheap substitute for vodka. So, these machines are configured so that sometimes they give out 2 bottles instead of one, this allows you to create a stir and start word of mouth among the target audience.
The ability to say goodbye
Few people think about how important it is to say goodbye to a person correctly. Actually there are two good reasons do it right:
- The effect of not long ago - after breaking up with you, a person thinks about your last phrases, what happened in the middle of the dialogue is remembered less often. If you say goodbye positively, then the client can forget the troubles that he encountered in the process of communication;
- Your psychological attitude to further activities. If the breakup was positive, then it will be easier for you to tune in to the next positive contact. Even if the dialogue was not simple, it is psychologically important what happened at the end. This idea i stressed wolf s and his .
Saying goodbye is not as hard as it seems. For example, I always wish everyone have a good day or evenings. If you do this sincerely, then the person is grateful to you; he is pleased that you are thinking about his future fate. If there were unpleasant moments in the dialogue, you can apologize again. For example: for the time spent, for the work of another employee, or simply for the current situation. It is important to demonstrate to the client that the client is dear to you personally and pleasant as an interlocutor.
How to resist arrogance and rudeness
Unfortunately, the culture of our society is not as high as we would like. Working in the service sector, you will often encounter arrogance, rudeness, inappropriate behavior, and sometimes aggression. First you need to learn to take it for granted and stop being surprised by such behavior. This will give you the opportunity to learn how to demonstrate to the interlocutor that you are not touched by his behavior. The roots of rudeness and arrogance go back to childhood and upbringing of a person; it is impossible to change his behavior pattern. The most correct behavior will be a demonstration that this behavior does not work with you and that the person himself will be reorganized to conduct a dialogue with you in a constructive manner. How to do it? There are several options that can be used depending on the situation.
- If you were addressed in a boorish way, you can not notice or ignore the request. In general, a policy of completely ignoring misbehavior can often help;
- Can be quickly set rhetorical question. The goal is to unsettle the manipulator, make him think and thereby seize the initiative;
- laugh it off. Often a boor does not expect you to laugh, he expects your resentment and anger. Hearing laughter, he is lost;
- Astonishment. You can show your disappointment in a person as in an interlocutor. Try to shame him by saying a general phrase, like - "yes, I see the language of Chekhov and Dostoevsky died long ago." I must say right away that such a tactic will work only if you are not rude from evil (this also happens), this trick will not work with boors, a manipulator and insolent people.
The success of any organization offering products or services is directly dependent on how staff communicate with customers. Starting from the first minute of a telephone conversation and ending with the moment when the customer leaves the company's office. During the dialogue between the employee and the consumer, every word and gesture is the components of a successful transaction.
Communication between employees and customers is usually one-on-one.
Is it worth doing everything the way the customer says, or is it better to stick to your point of view, to insist on your own? Is the customer really always right? Such questions often torment heads of departments, project- and sales-managers.
In order for communication with the client to become more effective and bring the desired results, experts recommend adhering to certain rules.
Rules for communicating with clients
1. Speak to the customer in his language.
The main task of the manager is to become a link between the mind of the client and reality. For example, you need to clearly explain that it is not so easy to be in the first place in the search results. This requires time, efforts of specialists and, of course, money.
Possessing practical and theoretical knowledge, it is necessary to explain to the client in a language understandable to him (best of all, with pictures), how everything is connected, what depends on what, what results should be expected. Otherwise, the customer will feel like an ignoramus, get angry with you for this and go to competitors. Or maybe even decide this service he doesn't need it yet.
2. Don't stoop to the client's level.
No matter how he behaves (does not skimp on obscene expressions or, on the contrary, is silent and modestly agrees with you in everything), you need to keep the style of the company.
It is not appropriate for a specialist, a professional in his field, to be rude in response and furiously prove his case. Speak to the client in his language, but do not lose your dignity. 
3. Beauty is the result of both financial and labor costs.
It is best to immediately stipulate that unreal beauty costs money. The essence of this unreality is that for its realization there is nothing from which one can start, there is no material base.
Therefore, if you hear from the customer: “I have not yet decided what exactly I want, but you must do everything beautifully,” immediately get ready for possible problems. People who operate in general terms (modern, bright, solid, catchy, etc.) will reject all options, as they are not ideal. But the ideal is impossible to achieve ...
4. Trite and bad are two different things.
Often, clients are interested in what other services, in addition to standard ones, can you offer?
The question is relevant and often correct. However, chasing new products, do not forget about the basic tools. After all, they give about 60% successful results. Various non-standard solutions, as a rule, bring a short-term surge in sales. And that's only 10% of the time.
5. Let them order where they want.
When communicating with customers, the issue of price competition is especially acute. Even if your prices are quite reasonable, you may hear something like: "I thought it would cost so much ... But I saw others cheaper ...". 
Do not immediately slander competitors, nervously hang up or reduce the price. If the client is confident in the quality and terms of the service that is offered to him for less money, say that with such success he should save on his health as well.
This approach confuses customers. At first, they are silent for several minutes, and then they try to understand why yours is more expensive? Here it is important not to scold competitors, but to make the client doubt the adequacy and quality of their services. Any man of sense will understand that free cheese is only in a mousetrap.
6. Let the client know that the work you've done is worth the money you're asking.
Most customers are sure that everything is very simple to implement, and you just want to extract more money from them.
“There is nothing to do here! For a couple of hours of work ... ". In this case, you need to make it clear to the client that you are working seriously, and not just pulling money from customers. Namely, this is the impression that a client can get if you often and easily change the terms of cooperation and prices.
7. Give the client a chance to think about your offer.
Don't pressure him or demand that he give you an answer right away. The customer may begin to resist and act "on the contrary." Give him time to think and try to leave good impression about your company. In 1-2 days after the first conversation, you can call back to find out at what stage your proposal is being considered.
8. Think about the benefit of the customer.
Let's good advice and, as strange as it may sound, try to save his money whenever possible.
9. Specify in advance all the terms of cooperation.
It is advisable to immediately discuss with the client the question of what exactly he gets for his money, and also at what stage your cooperation ends. This is a rather subtle point.
In the process of working on an order, be prepared to make changes and corrections, so their approximate scale and quantity must be agreed in advance. After the project has been handed over, and the customer has checked and accepted it, the contractor has nothing to do with it.
Often, customers are interested in support. Here it is important to clarify what exactly is meant: technical support, professional or moral?
For example, when ordering a website, the customer asks technical support. What does he mean by this? Hosting, domain, changes to the site in the form of new sections or posting articles? Or maybe he meant redesign? Such points should be clarified before the start of cooperation.
10. The client is not always right.
If the customer asks for a certain service, it means that he cannot perform it on his own. Therefore, when a client asks to implement some of his crazy ideas, weigh the pros and cons and reasonably explain why you think this idea is not entirely successful. Why spray like that? If the customer's idea is bad, the result will be negative (or not at all). And for this he will blame no one else but you, since it was you who "spoiled everything." And this can tarnish the reputation of your company. Therefore, considering the next non-standard project, think about the fact that it can bring you both a stunning success and a loud fall. 
Of course, this is not universal rules for all occasions. The main role is still played by an individual approach. However general principles worth sticking with.
The subtleties of conducting a business conversation
The ability to communicate with the customer is not limited to one sociability. The conversation should be structured in such a way that it results in the purchase of a product or order of a service. According to scientific research, the exchange of information in the process of communication is carried out in three directions:
Gestures, facial expressions, movements, posture, voice intonation - all this plays an important role when communicating with a client. If the manager leans slightly forward during the conversation, and his face expresses complicity, the client feels caring for himself.
In addition, unhurried gestures, soft and calm posture demonstrate openness towards the customer. The manifestation of aggression is considered unacceptable. Burning eyes, clenched teeth, arms folded on the chest, chin pushed forward - all this repels the buyer from ordering a product or service. 
38% of the information in the process of conversation carries intonation and voice. According to experts in the technique of speech, when communicating with customers, a low voice is preferable. It sounds nicer and is easier to hear. If the voice is completely devoid of intonation, then the speech sounds monotonous and the listener cannot fully perceive everything that is said. You can express your sincerity, interest and confidence in what has been said using the volume of your voice. It is important not to overdo it here, as too loud, as well as too slow speech can cause irritation. A fast pace of speech is also not appropriate in a conversation with a client, since the customer's attention will be focused not on the content of the conversation, but on the speed of speech. Clear pronunciation, rich vocabulary, good diction, professional terminology - the best helpers confident business man. Slurred speech, vague wording sound unconvincing and create the illusion of carelessness.
You can attract the attention of the client and influence his opinion using some techniques:
Elderly clients (over 60) react positively to words related to cost: economical, cheap, price-quality, guaranteed, etc.
To attract customers 40-60 years old, everything related to health will be good helpers: eco-friendly, natural, safe, clean, authentic, reliable, proven, etc.;
Clients aged 25-40 respond well to the concepts of "attractiveness", "success" and everything connected with them: prestigious, popular, independent, status.
Youth under 25 attaches special meaning words such as: entertaining, fun, stylish, progressive, modern.
However, effective communication is not only about being able to speak. It is important to be able to listen. It's another one key moment requiring active work.
An attentive listener is one who can understand hidden hints and catch the general mood of the customer. When talking with a client, the manager can comment on the client's statements, voice his hidden thoughts. This approach is called reflective listening. It helps to clarify the wishes of the customer, concentrating on his emotions. 
Another form of active listening is paraphrasing by summarizing, interpreting, and verbatim reproducing what has been said. These techniques facilitate communication, give it a trusting character. As a result, the client becomes receptive to advice and tends to purchase a product or service.
And in conclusion, a short video about how clients communicate with performers. It draws an analogy between everyday situations and ordering IT services (web design, website promotion, etc.).
This video is sure to make you smile. Or maybe in one of the situations you recognize yourself or one of your clients.
Instruction
Show genuine interest in the person you are talking to.
Be careful, try to communicate in his language (use images that he understands, use his terminology), and do not forget to demonstrate your professional competence.
Address your opponent by his patronymic, avoiding familiarity or vague address.
Let him know that you are on his side and try to help him.
note
Do not get carried away by now fashionable adjustment and mirroring. By doing this intrusively and ineptly, you will only alienate customers and cause irritation.
Knowing how to talk to clients without causing such a reaction will achieve the best results in promoting your interests.
Do not forget to greet and say goodbye to the client, sincerely saying greetings and wishes.
Remember - the best seller not the one who actively offers the product, but the one who offers the client optimal solution his personal problem.
Sources:
- how to talk to the manager
Your personal success and the income of the company you work for as a whole largely depend on how well you build communication with your existing and potential customers.
Instruction
Even if you have a lot of work and a huge list of clients, you should not announce to each of them how many other buyers are ahead of him in the queue. Do everything in your power to make the client feel special and special. Of course, at the same time, it is worth observing self-esteem, otherwise the person will not see you as a person. Be calm and polite, but don't talk obsequiously to the person.
When selling a product or service, first find out the needs of the client, and only then proceed to the presentation. Some managers make a big mistake. They do not understand why a person came to them, what prompted the company to contact their organization, and immediately begin to offer something. Such a sale may not take place precisely because in this case the seller did not identify the needs of the buyer. Find out what the situation of your client is, what he expects, and only then start presenting the product or service.
When responding to client objections, follow certain rules. Do not argue with the buyer. Listen to his doubt or claim to the end. Do not interrupt the client, let him speak. Then demonstrate that you share his concerns, that his question is well founded. If this is not possible, then at least just show that you understand the client. You can ask clarifying questions to clarify the situation. Then answer the objection clearly, clearly and with reason. Check if the client understood you and clarify if you dispelled his doubts.
The basis of the correct treatment of customers is how you perceive them. If you treat your customers solely as cash cows, you are unlikely to succeed in productive communication. And when you talk to the buyer with respect, attention and sincere interest, demonstrate your disposition and desire to help, he feels it.
A well-constructed conversation during a phone call is the key to a good result. Perhaps a potential client will not agree to buy goods immediately and in your company, but they will remember the friendly attitude and professionalism of a specialist. Therefore, in order to leave the most favorable impression with the client, it is necessary to adhere to simple, at first glance, rules. Why exactly at first glance - now we will try to explain.
Answering an incoming call
Do not force the caller to listen to the beeps in the receiver, answer the maximum after the third. This is best option. Answering after the first call is also not recommended: the interlocutor may have an erroneous opinion that you do not have clients, and you just do what you are sitting by the phone waiting for a miracle.
Voice intonation
A lot depends on the tone in which you communicate with the interlocutor. A person who does not have knowledge or experience in the field of activity of your company can bombard you with a huge number of elementary, in your opinion, questions. In this case, many employees have annoyed notes in their voices. Contrary to the general opinion that telephone communication can hide this, the interlocutor easily recognizes such intonation, and the desire to communicate with you further, as well as to cooperate with your organization, disappears altogether. Be patient, that's why you are a professional, to answer potential customers for all their questions.
Speakerphone and Call Hold
If you need to clarify a question, ask the interlocutor to wait and turn off the microphone. In each program (if the call is made through a computer) and on each telephone set there is such a function. The client does not need to listen to what you have going on. Firstly, information constituting a trade secret can reach him, and secondly, personal communication between employees who may not be shy in expressions should not be heard by him either. Speakerphone will also not improve the quality of your conversation. Annoying extraneous noises and poor hearing will not have a positive effect on the conversation.
Predicting what the interlocutor might say
It's good if there is a conversation script in front of your eyes. It is even better if, in addition to the obligatory remarks of a company employee, it contains possible answers from a potential client to them. Having worked out possible objections several times, later the correct answers will come at an intuitive level, and, having felt doubt in the voice of the interlocutor, you will already know how to dispel it.
Professionalism
Here we are talking about your competence as a specialist. You should have a reasoned and precise answer ready for any question of the client.
open-minded attitude
If your potential client is an entity, it is unlikely that at the first call you will immediately get to the management. Most likely, either the secretary or another ordinary employee will answer you. But it is he who will form the first impression of you and pass on all the relevant information to the person responsible for making decisions. And on how exactly he will present it, in the future it will depend on whether you will have a new client or not.
Communication ethics
In addition to the basic rules for communicating with a potential client, there is such a thing as ethics. It includes at least simple recommendations, as in the previous case.
Greetings
If you have the opportunity to call a person by name, by all means use it. The client appreciates individual treatment, this gives him the appearance that he stands out from the general flow of potential buyers. Wishing a person a good time of the day (depending on when exactly you are calling) also encourages mutual communication.
Performance
The caller needs to know if he got there. As well as when making an outgoing call, you must immediately indicate where exactly you are calling from. It would be optimal to name the organization and introduce yourself by name, so that the interlocutor's imagination personalizes you, and does not paint him a picture of an incubator.
Politeness
It will be right if you inquire at the beginning of the conversation whether it is convenient for your interlocutor to speak. If you do not, be prepared for the fact that in the middle of your fiery speech, he may interrupt you and say that he is busy. It's good if you manage to call him again after some time, but even in this case, the whole script will have to be repeated again.
Parting
Be sure to check before you hang up if the interlocutor has any questions. If everything is clear to him, wish "all the best" or "good day" and boldly end the conversation.
Stages of communication with the client
The stages of communication with the client by phone are standard. Much here depends on the specifics of the service or product offered:
- Greeting and location of the client to yourself. The more correctly you start the conversation, the more chances you will have to continue it.
- Specification of the purpose of the call. It does not matter if it is an outgoing call or an incoming one, it is necessary to find out or identify the main issue around which communication will be built.
- Presentation of a product or service. Emphasize the other person's strengths and unique features your offer.
- Work with objections. A stage that is almost never avoided. For the correct processing of objections, entire trainings are compiled and conducted and scripts are compiled, so it’s good if you have a cheat sheet at hand.
- Make a deal. This stage is the goal of most outgoing calls. Bringing to it is the best result of your communication with the client.
- Parting. Intonation during parting also plays a significant role. In case of success, you do not need to show excessive cheerfulness, so you will let the client know that this is all that was expected of him. His vivid imagination will instantly draw how you are sitting near the phone and cheerfully rubbing your hands. End the conversation in the same tone as you started it.
Features of psychology
Before trying to sell a product or offer a service to a customer over the phone, put yourself in their shoes. To what extent will your offer be interesting to him? What benefit will he get if he agrees to it? What doubts can the client have during the conversation?
In medium and large organizations, the practice of conducting psychological trainings is widespread. This helps to remove the barrier that many people have when making an outgoing call. Cold calling is a very thankless job. Most of them end with a refusal, and the employee forms the opinion that this type of activity does not suit him. Therefore, for the most part psychological trainings focused on employee development. If the operator feels comfortable when making a call, the conversation will go easier and in an atmosphere of more ease than if he just reads the script from the sheet, afraid to insert an extra word.
Be that as it may, putting yourself in the place of the client means understanding his situation. In this case, it will be easier to explain potential buyer why your offer is the most beneficial for him. Ordinary persuasion will not bring results; arguments and the ability to confirm them are needed. Only in this way you can dispel the interlocutor's doubts about the obligation of a future acquisition.
What skills do you need to communicate
First of all, in order to be able to communicate with a client on the phone, communication skills are very important. Following them, an equally important point is stress resistance. Not always on the other end of the wire is an intelligent person who can politely refuse your offer. Sometimes the interlocutor may rudely say that he does not need your services or goods. You need to be ready for this from the very beginning and in no case take this manner of communication personally.
The ability to quickly assess the situation also plays an important role in the process of telephone communication with the client. If interest slipped into the interlocutor’s intonation, in addition (or instead) you can offer him to purchase related products. Sometimes it is the presence of an additional offer that plays a key role in making a positive decision.
