Rules of communication with clients - how to communicate with a client correctly? Psychology of the relationship between the client and the performer Predicting what the interlocutor may say.

The success of any organization offering goods or services directly depends on how its staff communicate with customers. Starting from the first minute of a telephone conversation and ending with the moment the customer leaves the company’s office. During a dialogue between an employee and a consumer, every word and gesture are components of a successful transaction.

Communication between employees and clients typically occurs one-on-one.
Is it worth doing everything as the customer says, or is it better to stick to your point of view and insist on your own? Is the customer always right? Similar questions often plague department heads, project and sales managers.

To make communication with a client more effective and bring the desired results, experts recommend adhering to certain rules.

Rules for communication with clients

1. Speak to the customer in his language.

The main task of the manager is to become a link between the client’s consciousness and reality. For example, you need to clearly explain that being in first place in search results is not so easy. This requires time, specialist efforts and, of course, money.

Possessing practical and theoretical knowledge, it is necessary to explain to the client in a language he understands (preferably with pictures) how everything is connected, what depends on what, and what results to expect. Otherwise, the customer will feel ignorant, get angry at you for it, and go to your competitors. Or he may even decide that he doesn’t need this service yet.

2. Don't stoop to the client's level.

Regardless of how he behaves (he doesn’t skimp on obscene expressions or, on the contrary, he remains silent and modestly agrees with you in everything), you need to maintain 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 that he is right. 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 implementation there is no something from which to start, there is no material basis.

Therefore, if you hear from a customer: “I haven’t decided yet what exactly I want, but you must do everything beautifully,” immediately prepare for possible problems. People who use general words (modern, bright, solid, catchy, etc.) will reject all options, since they are not ideal. But it is impossible to achieve the ideal...

4. Banal and bad are two different things.

Clients often ask what other services, besides the standard ones, can you offer?

The question is relevant and often correct. However, while chasing new products, do not forget about the basic tools. After all, they give about 60% of successful results. Various non-standard solutions, as a rule, bring a short-term surge in sales. And then only in 10% of cases.

5. Let them order where they want.

When communicating with clients, the issue of price competition becomes 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...”.

Don’t immediately slander your competitors, nervously hang up or lower the price. If the client is confident in the quality and timing of the service that is offered to him for less money, tell him that with such success he should save on his health.

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 reasonable person will understand that free cheese is only in a mousetrap.

6. Let the client know that the work you have done is worth the money they are asking for.

Most customers are sure that everything is very simple to implement, and you just want to extract more money from them.

“There’s 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 taking money from customers. Namely, this is the impression that a client may get if you often and easily change the terms of cooperation and prices.

7. Give the client the opportunity to think about your proposal.

Don't put pressure on him and don't demand that he give you an answer right now. The customer may begin to resist and act on the contrary. Give him time to think and try to leave a good impression of your company. 1-2 days after the first conversation, you can call back to find out at what stage the consideration of your proposal is at.

8. Think about the customer's benefit.

Give practical advice and, no matter how strange it may sound, try to save him money if possible.

9. Stipulate 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, as well as at what stage your cooperation ends. This is a rather subtle point.

While working on your order, be prepared to make changes and edits, so their approximate scale and quantity must be agreed upon in advance. After the project has been submitted, and the customer has checked and accepted it, the contractor has nothing to do with it.

Often clients are interested in support. Here it is important to find out what exactly is meant: technical support, professional or moral?

For example, when ordering a website, the customer asks for 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 cooperation begins.

10. The client is not always right.

If a customer asks for a specific service, it means that he cannot perform it himself. Therefore, when a client asks you to implement some of his crazy ideas, weigh all the pros and cons and give a reasoned explanation why you think this idea is not entirely successful. Why spread yourself so thin? If the customer's idea is bad, the result will be negative (or there will be no result at all). And for this he will blame no one other than you, since it was you who “ruined everything.” And this can tarnish the reputation of your company. Therefore, when considering your next non-standard project, think about the fact that it can bring you both stunning success and a resounding fall.

Of course, these are not universal rules for all situations in life. An individual approach still plays the main role. However, general principles should be adhered to.

Subtleties of conducting a business conversation

The ability to communicate with a customer does not come down to communication skills alone. The conversation should be structured in such a way that its result is the purchase of a product or order of a service. According to scientific research, the exchange of information during communication occurs 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 a conversation and his face expresses complicity, the client feels a caring attitude towards himself.

In addition, openness towards the customer is demonstrated by leisurely gestures and a soft and calm posture. Showing aggression is considered unacceptable. Burning eyes, clenched teeth, folded arms, chin pushed forward - all this pushes the buyer away from ordering a product or service.

38% of information during a conversation is carried by intonation and voice. According to speech technology experts, a low voice is preferable when communicating with clients. It sounds more pleasant 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 is said using the volume of your voice. It is important not to overdo it here, since speaking too loudly or too slowly can cause irritation. A fast pace of speech is also inappropriate 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 are the best assistants of a confident business person. Blurred speech and vague formulations sound unconvincing and create the illusion of carelessness.

You can attract the client’s attention and influence his opinion using some techniques:

Older customers (over 60) respond positively to words related to cost: economical, cheap, price-quality, guaranteed, etc.

To attract clients aged 40-60 years, 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 associated with them: prestigious, popular, independent, status.

Young people under 25 attach particular importance to words such as: entertaining, cheerful, stylish, progressive, modern.

However, effective communication is not just about being able to speak. It is important to be able to listen. This is another key point that requires active work.

An attentive listener is one who can understand hidden hints and grasp the general mood of the customer. When talking with a client, the manager can comment on the client’s statements and voice his hidden thoughts. This approach is called “reflective listening.” He helps clarify the customer’s wishes, focusing on his emotions.

Another form of active listening is paraphrasing by summarizing, interpreting, and repeating verbatim what was said. These techniques facilitate communication and give it a trusting character. As a result, the client becomes receptive to advice and is inclined 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 will definitely make you smile. Or maybe in one of the situations you will recognize yourself or one of your clients.

From this article you will learn:

What you need to know about proper communication with a client

How to turn communication with a client into your company's golden fund

What are the best communication techniques to use with clients?

What not to do when communicating with a client

Today, business relationships between people around the world are based mainly on trade. This can be not only the sale of goods, but also services, copyrights, etc. Thus, our society is divided into buyers and sellers who are in constant interaction with each other. And the success of all trade transactions depends on how high-quality this cooperation will be, how competent the communication with clients will be. Of course, this is not the only criterion for the success of a trading business; first of all, the quality of the product or service itself is important. But many shortcomings can be compensated with the help of proper communication. A buyer who is satisfied with the service will definitely come back to you again rather than go to competitors. And, conversely, if your staff is not attentive enough to visitors or is rude, the buyer will not cross the threshold of your store again, no matter how high the quality of the product. This article will touch on all the nuances of interaction with consumers, provide examples of correct communication, consider phrases that should not be used, and will also examine various techniques that are successful from a psychological point of view. The article will help you build a competent sequence when communicating with a client and attract new customers.

How to establish proper communication with clients

Regardless of how communication with the client is structured - via telephone or personal contact - it is the first impression that plays a fundamental role and ultimately influences the outcome of the conversation. Here it is important to follow a number of rules, as well as adhere to the sequence of stages when interacting with the consumer. The most important rule is to direct the conversation in the direction you want and guide the interlocutor. You need to not only be able to tell him about the advantages of your product and service and the benefits of cooperation with you, but also ask the right questions in a timely manner in order 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 product on him, or be overly 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 in communication, and not just speak a memorized boring speech. You need to interest him in your product or service, as well as gain confidence and persuade him to interact with you.
How to properly clarify customer objections? Find out in the training program

How to behave during a conversation

The correct behavior of staff plays a big role. The likelihood of a purchase will increase significantly if the manager’s cooperation with the client is successful. It is important to show proper and at the same time unobtrusive attention to the buyer, showing him that you are interested in him being satisfied. To do this, you need to be able to win over your interlocutor using a smile and a friendly tone. Emotionality in communication is also very important: the buyer will not show interest in either you or the product if you speak in a monotone. If you use the right emotions during a conversation, this will help interest your interlocutor and make the dialogue more lively and relaxed.
Every salesperson needs to have good diction. It is important not only to know what exactly needs to be said to the buyer, but also to be able to do it clearly and correctly. The manager must not have a speech impediment. The buyer should see in front of him a real professional who knows how to talk about the product, answer all his questions, and with whom it is pleasant to have a conversation. No one is interested in an insecure employee who cannot put two words together. When communicating with a client, it is also important to get to know him and in the future address him by name. This psychological technique helps to win over the interlocutor, giving the communication a more personal character. It is very important to listen to the buyer and in no case interrupt him, but at the same time direct the conversation in the right direction if he begins to move away from the main topic.

How to properly talk about a product or service

Difficulties often arise when communicating with a sales client at the very first stage of the conversation - he is initially not interested in hearing about the product. How to advantageously present your product or service to the buyer? The main task is to interest him in the product and draw attention to your company. People love promotions and special offers, and you can’t help but take advantage of this to attract new customers, as well as retain existing ones. When communicating with the consumer, tell them about ongoing promotions, explain all the benefits of purchasing this particular product, and interest them in a new product that has recently entered the market. Find out the needs and interests of the client in order to offer a product that is suitable for him, meeting all his wishes and requirements.
Having decided on the buyer’s requirements, focus his attention exclusively on those details that interest him. There is no need to overload your interlocutor with an excessive amount of information in which he will only get confused. During communication, it will be sufficient to correctly place emphasis and describe the product precisely according to those parameters that are interesting to the client. The final stage is to work through all the potential buyer’s objections, thereby dispelling his doubts and encouraging him to make a purchase. Even if the consumer, after communicating with you, refuses to purchase a product or pay for a service, you need to remain friendly and polite 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, following the correct sequence of stages when communicating with a client is very important if you want to grow your business.

Simple rules for communicating with clients

There are many examples of successful sales when a person simply went into a store out of curiosity, and after communicating with an employee of the sales floor, he came out with a purchase. This indicates the professionalism and high level of training of the seller. Many consumers need to be nudged into making a purchase. For this purpose, specialists in the field of trade and psychology have developed a number of rules. If sales managers follow them, the company's turnover will definitely increase.

Customer focus. The most important thing when communicating with a client is to convince him that you are pursuing his interests, not your own, and really want to help him. This will build trust in the buyer and help win him over. Openness and goodwill are some of the main keys to success. You need to be especially careful in those moments when the visitor asks you questions. Answers should be as informative and detailed as possible. You need to show that the buyer is important to you, and you are ready to answer all his questions. Indifferent, dry remarks will leave a bad impression of the quality of service.

There are several ways to show your interest:

When talking with a buyer, your attention should be focused only on him. You cannot be distracted by extraneous matters;

communication should be emotionally charged. It is important that the interlocutor sees a living person in front of him, and not a robot;

when communicating, you need to look your interlocutor in the eyes;

it is important to conduct a dialogue, encouraging the client not only to listen, but also to speak;

It is necessary to provide as much information about the product as valuable to the buyer as possible, but at the same time be careful not to overload with unnecessary information.

When communicating with the buyer, try to speak in a language that is as understandable to him as possible. There is no need to delve into professional terminology that a person does not understand. If we are talking, for example, about a blender, it is not necessary to say that its power is 1500 watts. This information may be completely useless to the client. It will be much better if you list the main products that can be crushed with it. This way you will tell about the technical characteristics of the product, but they will be clear not only to you, but also to the buyer.

Don't stoop to the client's level. At first glance, this is quite strange advice, because the first rule says that you need to speak to the buyer in his language. This is undeniable. This rule was created only to warn you against the possibility of a conflict brewing when communicating with a client. The contingent of buyers is completely different, and not all of them know how to communicate adequately, allowing themselves the use of profanity and rudeness. It is in these cases that one should not be like ill-mannered people and respond with aggression. It is important to be able to remain calm and find the strength to always be polite and friendly. The reputation of the company you work for depends on it.
The customer is always right. This is a long-worn rule that all sales managers have learned by heart. But it is not entirely correct. Every seller understands that in fact, the client is right in very rare cases. Most potential buyers don't know what they really want and understand your store's products much less well than you. You are the owner of the store, not the client, and it is you who are in charge here, because everything that happens to him depends on you: whether he can find the product he needs, whether he leaves with the purchase. But the buyer should under no circumstances know this. He must believe that only he is truly right.
Don't insist. When offering your product or service, do not go too far and do not be too intrusive. There is no need to put pressure on the buyer, forcing him to make a choice and make a purchase right now, if it is noticeable that he is not ready to do this. A person should not have the impression that you imposed a product that he did not need at all.
Don't get lost. If we are not talking about a one-time sale, but long-term cooperation (regular deliveries of goods, construction, large projects, etc.), a very important rule for communicating with the company’s clients is to always be in touch. Firstly, the customer may want to know how the work is progressing and at what stage of the process, whether everything is going according to plan and whether he should worry. Secondly, the client may want to make some amendments to the original project plan. Keeping in touch is in your best interest. If the customer remains dissatisfied with the result of the work on which you spent more than one day, it will be much more difficult to correct everything than if checks and adjustments were made in intermediate stages.

These five rules of communication will help you not only find the right approach and win over any buyer, but also bring him to the conclusion of the transaction.

Basic generally accepted standards of communication with clients

Every self-respecting organization must develop internal regulations and standards for communication with the company’s clients. They are aimed at properly establishing a dialogue with the buyer and building a competent sequence of stages of communication with him. This article will describe the basic standards on the basis of which you can develop your own regulations.
1. Emotional attitude and openness to the client. The employees of the sales floor or sales office should look so that the visitor wants to contact them. Here we are not talking about the external characteristics of the staff, which, by the way, is also important, but specifically about the image of a friendly manager, ready to advise and help. Sellers, of course, are people too and have the right to be in a bad mood, but this should not in any way affect communication with clients. A bad mood should be left at home or on the street, and at the workplace an employee should be with a friendly smile, and not scare off visitors with a sour expression.
2. The client should not wait. There is hardly a person who dreams of sitting in line for an hour or two. Waiting is painful for anyone. Therefore, it is important to ensure that your customer service is structured in such a way that there are as few waiting visitors as possible. If there are such people, you need to show maximum care for those who are waiting in line. First, you need to apologize to the person and clarify how long it will take to serve him. Often this is important, since perhaps at this time he will be able to resolve some of his other matters. It is also necessary to keep the guest occupied with something if he is waiting for his turn in the hall: this could be magazines, catalogues, tea, coffee. The most important thing is that a situation does not arise: a visitor came in, but you did not pay attention to him because you were busy. It is important to meet the client and let him know that he will definitely be served.
3. Be able to conduct a dialogue. To win over your interlocutor and impress him, you need not only to be tactful with him, but also in relation to your competitors. You should not compare your product with someone else’s, pointing out the disadvantages of others and your advantages. You are unlikely to build trust if you discuss your competitors. There is also no need to engage in excessive self-promotion: this will look like boasting and exaggeration of existing advantages.
It is better to avoid large monologues, lengthy descriptions and explanations. It is worth remembering the main characteristics and advantages of a particular product and conveying the essence to the buyer without overloading him with unnecessary information. If you talk too much and for a long time, then, firstly, you can easily get confused yourself, and secondly, you can quickly tire the client. So that the visitor does not get tired of listening to you, you need to communicate with him in the form of dialogue, ask questions, and involve him in the conversation.
4. Be able to hear and listen. These similar concepts are somewhat different, because listening and hearing are different things, and a true professional in trading and in communicating with clients should know these differences. Listening is the ability to demonstrate to your interlocutor that you are listening. There is a special technique of active listening that anyone can master: you need to look into the eyes, nod, and do not interrupt.
The ability to hear is the ability not only to listen to a person, but also to understand everything that he wanted to convey to you. Understanding the buyer during communication with him is often very difficult. Many factors play a role here: people see the same things differently, a person does not always have sufficient knowledge to correctly express his thoughts and wishes. In such cases, you need to be able to unobtrusively get to the bottom of the truth, ask leading questions, and find out as many details and details as possible. Sometimes it’s enough just to put yourself in the shoes of your interlocutor and look at the question through his eyes. When you master the ability to listen to people, you will not only be able to quickly help the buyer solve his problem, but you will also be able to easily manipulate him, which is useful for the seller.
5. Address the client by name. How can you win over your interlocutor with just one word? Say his name. A banal truth that has great success in communicating with the client. When you address a person by name, it creates a more comfortable, inviting and trusting atmosphere for him, and also emphasizes the importance of this particular buyer to you.
6. Don't lie. Your reputation will be completely damaged if you are caught in a lie. Never exaggerate the merits of a product or say something that is not actually true. Even a small lie can cause irreparable harm and lead to loss of trust on the part of the client.
7. Always do a little more than required. A very simple, but at the same time effective technique. Exceeding consumer expectations is quite easy. You need to pay him a little more attention, provide an additional, even the most insignificant, service, pleasantly surprise him, and he will become your regular customer. The more you do for the buyer in the form of some kind of additional bonus, the more you will receive in return. He will be more willing and with great interest to talk to you about further cooperation if you charm him with your special attitude.

Consecutive stages of communication with the client

Stage 1. “Making contact” or “Establishing contact”

Any sale or transaction is impossible without this stage.
Goal: to attract the attention of a potential buyer to yourself and encourage further communication.
Before moving on to identifying the client’s needs, it is recommended to resort to communicating with him on abstract topics. There are a number of techniques for establishing contact with a visitor. You can offer tea, coffee, make a couple of compliments, etc.
It is very easy to understand whether you managed to establish contact with the buyer by his actions. If he actively enters into communication, reacts positively to the words and actions of the seller, behaves at ease and relaxed, we can conclude that a connection has been established. If the client is tense, tense, avoids communication, answers questions dryly and briefly, and looks away, this indicates that it was not possible to establish contact. In this case, the stage of making contact needs to be given more attention, using various techniques.

Stage 2. Identifying needs

Goal: to identify the client’s preferences and wishes.
The more accurately the manager is able to identify the buyer’s preferences, the more favorable he will be able to present the product, which will ultimately lead to a purchase.
To find out the client’s needs, the manager must use the correct sequence when communicating with him, be able to ask the right questions, listen and understand the interlocutor.

Stage 3. Presentation

Goal: to offer exactly what the buyer needs, based on his needs identified at the second stage of communication.
When presenting a product or service, the main thing is to convey to the client the benefits of purchasing the product. It is important here not to confuse the concepts of “benefit” and “advantage”.
Advantage– this is the benefit of this particular product in comparison with analogues. Anyone who purchases this product will receive this benefit.
Benefit- this is a feature or characteristic of a product that can satisfy the specific need of this particular buyer.
Thus, knowing all the needs identified during communication with the visitor, all that remains is to correctly present the product, which in its characteristics corresponds to the client’s wishes. It turns out that any product parameters can be beneficial for a certain client.

Stage 4. Dealing with objections

Purpose: to dispel the buyer’s doubts about the quality of the product or its compliance with the requirements, as well as the need for the purchase.
The better the previous stages of interaction with the client are worked out, the fewer objections will follow. Perhaps the manager will conduct all communication so correctly that he will not encounter any objections at all.
Often objections are related to the fact that:

not all buyer needs were identified;
Initially, poor contact was established and insufficient time was spent communicating with the client;
the presentation was uninformative and could not provide a complete description of the product, and thereby answer all the buyer’s questions.

Every manager who wants to achieve success in sales should try to minimize the number of objections, because their excess is a signal of a poorly done job of interacting with the client.
It will not always be possible to completely avoid objections, so you need to learn to respond to them correctly and take appropriate measures.
Strictly adhere to the scheme for handling objections:

listen to the buyer's objection;

smooth out his emotions by using phrases of understanding (“I understand your indignation”, “Yes, I agree that it’s unpleasant...”, “I understand what it’s like...”, “I understand you”);

obtain the necessary clarification through leading questions;

offer an alternative solution to the problem.

Stage 5. Completion of the transaction

Goal: to bring the buyer to make a purchase and confirm the correctness of his decision.
At the transaction completion stage, you need to make sure that the client is ready to make a purchase. The manager can judge this by his behavior:

the client has already formed a positive opinion about the product;
he agrees with the manager's words;
directly says that he is ready to purchase goods or enter into an agreement for the provision of services;
interested in clarifying details.

Transaction completion methods:

compliment method (“You made the right choice”);

a method that sets a certain time frame (“If you make a purchase within three days, you will be given a 20% discount”);

a win-win alternative (“Send measurers to you tomorrow or Friday?”).

The company's turnover directly depends on the professionalism of the customer service manager. The more skills and techniques he has, the more sales he will ultimately be able to make. Therefore, it is important to constantly train your staff and improve the skills of employees, send them to training sessions and lectures, develop and motivate them.

Psychology of communication with clients: effective techniques for working with difficult consumers

It is thanks to difficult clients that you can quickly identify and eliminate the shortcomings of your company, because such visitors will rush to point them out to you. The principle of working with such clients is to neutralize the pressure they exert, rather than ignore it, and at the same time be able to transform them into the status of loyal customers.

Rudeness and aggressiveness of the client.

When communicating with a client, you should never become like him if he behaves unworthily. In response to rudeness, abuse, disrespectful statements and gestures, he should see only your friendliness and calmness. You can't let your interlocutor make you angry.
Rudeness is used in cases where there are no other ways to prove one’s innocence or defend one’s interests. When a person has tried all other methods, used all the arguments and lost patience, he begins to be rude. Therefore, such harshness does not express the strength of the interlocutor, but only indicates his helplessness.
When dealing with such customers, it is important to give them the opportunity to blow off steam and show them that you are ready to solve the problem. You need to listen to the client without interrupting him. The right thing to do is to put aside all emotions and, without paying attention to the presentation of information, get to the core of the issue. To do this, you need to show your interlocutor that you are ready to listen to him calmly, no matter how much he swears, that you do not intend to argue, but want to help in solving the problem.
In the event that a scandal occurs in front of other visitors, try to take the client away as quickly as possible in order to continue communication in private or as far as possible from strangers.

Softness, shyness.

There are types of people who will not make contact themselves because they are shy, do not want to distract, or are very shy by nature. When a manager communicates with such clients, he needs to show as much gentleness as possible: no pressure, more of a smile, encouraging remarks, pushing him to make a decision. Such a buyer needs to be led and guided, helped to make a choice and at the same time be very tactful and unobtrusive.

Client indecisiveness.

Do not confuse indecisive people with soft ones. Indecisive customers are mainly those who are afraid of making a mistake, and therefore cannot make a choice or decide whether they need a purchase in principle. Such buyers will constantly question the decision they have already made, clarify details, and seek advice again and again. It is difficult for them to choose just one thing. They will rush between different models of the same product and will not be able to select the one that suits them, because they will doubt that it is the best. When communicating with such clients, you need to intentionally narrow your choice. You shouldn’t offer them six options at once; it’s enough to focus their attention on two, and only if they refuse these options, offer the other two. This way you will help customers make the right choice, and the purchase will not drag on for several days.
Such clients should also not be put under pressure or rushed. In no case show that you are tired of their indecisiveness, but on the contrary, try to encourage and support their desire to make the right choice. When communicating with a buyer, you need to instill confidence in him, dispelling his every doubt.
To encourage an indecisive person to make a purchase, it is often not enough just to present the product correctly. Additional tools must be used. In this case, you need to point out the limited quantity of this product, the upcoming price increase, or something else that will make the buyer understand that they should not delay the purchase, but should hurry up and make a decision.
More intermediate fixations mean more chances to reach an agreement as a whole. To prevent the client from changing his mind in the future, say that work on the agreed upon issues is already underway. Sometimes this is done on purpose so that the buyer does not return to this again. It’s better for him to be scared and refuse altogether than to endlessly deal with his doubts, wasting time and not being sure that the deal will go through.

Familiarity.

There is a category of visitors who themselves have an excellent command of techniques for communicating with people and methods of manipulating them. They will behave overly friendly, trying to arouse your sympathy and thereby achieve a special favor towards themselves, in the hope of receiving some personal bonuses. The manager’s task when communicating with such clients is to show that he is also friendly and ready to cooperate, but adhere to a business style of communication, demonstrating professionalism and seriousness.

Talkativeness.

As in life, at work you can often encounter a chatty client. It is quite difficult to conduct a dialogue with such a person. Nevertheless, you need to try to focus his attention on your proposal and control the communication process. Here you need to have time to competently insert your lines into long monologues during pauses, without interrupting your interlocutor.
Ask leading questions that bring the buyer back to the topic of conversation, focus his attention on the product. Do not try to say more than the interlocutor, strive to say the most important thing. Your task is not to talk the client down, but to convey the essence to him.

Client's silence.

A chatterbox can be contrasted with a silent visitor. The difficulty in communicating with such clients is that sometimes it is not easy to understand the person’s reaction to your words. Here it is important not to go into a long monologue, but to involve your interlocutor in dialogue, asking his opinion and encouraging him to communicate. It is best to provide information in portions, constantly monitoring the buyer’s reaction.
You need to ask as many questions as possible that identify the person’s needs, and in those rare moments when he speaks, listen carefully to him. The Echo method will work great here. Its essence is to repeat the last words of the interlocutor.

Demonstration of competence.

This buyer is well versed in your product and is familiar with its properties and characteristics. He will rush to demonstrate his knowledge during communication, considering this to be dignity and superiority. You need to be tactful and not try to compete with him, proving that you are more knowledgeable. Give him the opportunity to show off his knowledge. Try to have a casual conversation, ask questions and be an attentive listener.
If the buyer expresses his personal opinion about a specific product, clarify what exactly it is based on. To do this, use the following questions: “Why did you decide this?”, “What is the reason for this?” Try to translate the buyer’s personal attitude towards the product into a set of specific arguments. It will be much easier to respond to them than to try to convince your interlocutor.
If during communication with a client you notice that he is mistaken, you do not need to directly point out the mistake and try to correct him immediately, as this may cause a dispute. Remember that your task is to sell a product, not to impose your opinion.

What rules dictate the ethics of communication with clients?

Professional ethics of communication with clients includes the following rules:

always be able to put yourself in the buyer’s shoes and under no circumstances allow him to be treated in a way that you would not like to receive;
if an ethical violation occurs, correct it immediately as soon as it is identified;
maintaining tolerance of company employees to the moral principles, customs and traditions of other organizations and the surrounding world as a whole;
have your own opinion, but understand that it is not the only one that has the right to exist;
freedom that does not limit the freedom of others;
ethical professional behavior of the employee, which leads to the development of the organization from a moral point of view;
When communicating with a client, it is not allowed to put pressure on him or display his superiority in the behavior of the manager;
find a compromise and avoid conflict in every possible way;
the employee must not only behave correctly from an ethical point of view, but also encourage the client to do so;
Avoid criticism of your interlocutor.

When communicating with clients you cannot:

throw mud at competitors. You shouldn’t discuss your competitors or talk badly about them, even if it’s true. If the client himself asks your opinion about a particular company, your review of it should be as neutral as possible, and it would be most correct to refer to your ignorance of how things are going with competitors. The client's opinion about third parties should be formed without your participation;
use slang. Often, employees communicate with each other and understand each other perfectly, but from the outside it seems as if they are speaking a foreign language. It will be difficult for the visitor to understand you and correctly navigate your terms. Therefore, communication with clients must be conducted in a language they understand. Sometimes it’s even better to show clearly what you are trying to convey to your interlocutor;
let your emotions control you. No matter how difficult the interlocutor may be, no matter how much he tries to piss you off, your main rule is to remain calm. We are all, of course, living people and have the right to emotions, but not the client manager. In response to any of his actions, the consumer should see only your goodwill and no irritability or aggression.

How should you communicate with a client over the phone?

When communicating with a client on the phone, intonation plays the most important role. The impression of a conversation is formed in the first 20 seconds of communication. During this same time, the person decides whether he wants to continue the dialogue with you. Therefore, you need to pay attention to how you present information: your voice must be confident and your speech clear.
The structure of a telephone conversation is something like this:
Preparing for the conversation:

The telephone conversation itself:

There are many techniques for communicating with clients over the phone. One of them is based on identifying the interlocutor’s main sense organ for perceiving information. The fact is that to understand the world around us, we all use hearing, vision, touch, kinesthetics, and smell. But every person has a leading way of perceiving the world, by identifying which you can easily interest the client. You can determine the leading modality based on a conversation with him.
Examples of client statements indicating the predominance of one or another way of perceiving the world:

visual: “It looks attractive”, “This description seems vague to me”, “I see it this way...”, “Let's try to shed some light on this problem”;
auditory:“I heard you”, “Everything is happening out of sync”, “It sounds like a good idea”, “I just can’t tune in to what you’re saying”;
kinesthetic (motor, motor):“Try to weigh everything carefully”, “I feel that I can do this”, “He gives off warmth”, “This is a very slippery situation”;
olfactory:“It would be great to give this a good try,” “I just smelled a solution.”

For many people, the priority way of receiving information is visual, and this is easy to understand by the use of verbs that define visualization: “see”, “imagine”, “seems”, “observe”, “appears”, “decorate”, “looks”, etc. d. Such people perceive better what they see than what they hear. They prefer to watch rather than listen to descriptions, even the most detailed ones. During communication, clients will write down important points: they really like visual examples, draw up an action plan, take notes.
Auditory orientation is characteristic of a much smaller number of people. When communicating with such consumers, you will hear verbs related to hearing: “heard,” “sounds,” “pronounced,” “crackles,” “creaks,” etc. These interlocutors have good auditory memory and are able to remember most of the conversation without any notes or notes on paper. Such people love to communicate, but are also easily distracted by extraneous sounds.
A very small group of people are oriented towards a kinesthetic style of communication. When speaking, they often use verbs: “building”, “creating”, “using”, etc. Such people need to be constantly on the move; it is difficult for them to sit in one place. They show expression in communication, actively using facial expressions and gestures.

How to establish online communication with clients

It is necessary to join the circle of your target audience and establish contact with them. To do this, they use various thematic blogs, pages that a person must subscribe to, all kinds of mailings and subscriptions. Create a team of like-minded people and actively communicate with their leaders.
Use your data, prepare for meetings with your team:

select several of the most important issues at the moment (three to five);
check out the profiles of your interlocutor on social networks;
draw up a psychological portrait of a person, indicate on paper your assumptions about him;
decide what exactly is important for you to get from a person and how to build communication with the client.

Communication via e-mail:

Seamless pick-up. If there is a need to replace a manager leading a specific client (vacation, sick leave, load distribution), this replacement should occur unnoticed by the consumer. To do this, the new manager must become familiar with all the nuances of conducting a transaction. The previous employee, who is aware of all matters, must help him with this. He must transfer all related materials regarding this buyer and tell as much as possible about the details of the work carried out and upcoming work with him.
You cannot change the subject of the email. During correspondence, the subject line of the letter should remain as it was originally. Then the client and you will have the opportunity to filter this particular correspondence from other letters. If you change the subject even a little, the letter will not get into the filter and will be lost. If some correspondence has come to a logical conclusion, and there is a need to continue communication with the consumer on other issues, a new topic is assigned to the conversation.
Talking topic. The topic should be structured in such a way as to convey the essence of the entire conversation.
Reply All. In the case when several interlocutors are involved in the correspondence, it is necessary to use the “Reply all” function when replying to letters so that all participants in the conversation are involved in it and are aware of what is happening.
SummaryAndcall to action. At the end of each letter, summarize and remind what result you want to achieve. This is how you program the client’s actions to achieve the goals you have set.
Resume after communication on Skype. After finishing communicating with a client on Skype, the correct thing to do is to send him a letter describing the essence of the conversation and summing up the results. This way, you will be sure that no one will forget what you said.
The last word. Always try to ensure that the communication is completed by you. To do this, it is enough to use the following phrases at the end of communication: “Thank you for your cooperation!”, “Thank you for your time!”, “Have a good day!”

Classic phrases for communicating with clients for all occasions

1. Incoming call (external/internal).

Greeting (external):“Good afternoon/morning/evening, company (name), position, department, name, I’m listening to you.”
Greeting (internal):“Good afternoon/morning/evening, position, department, name, I’m listening to you.”
Phrases excluded:“How can I help”, “I’m listening”, “You’ve got it”, “(company name) is listening”, “Hello”, “At the machine”.

2. Outgoing call to a new client.

“Good afternoon/morning/evening, my name is (name), I am (position/department) company (name).”
“Please tell me who I can talk to about organizing staff training?”
“Please tell me who in your company is in charge of purchasing?”

3. Outgoing call to the current client.

Phrases excluded:“Do you recognize me?”, “Can I disturb you?”, “He’s calling you,” “Sorry for disturbing you.”

4. Outgoing call to an old client who needs to be returned.

“Good afternoon/morning/evening, my name is (name), I am (position/department) company (name), can I talk to (full name)?” If necessary, you can clarify what issue you are talking about.
“Good afternoon/morning/evening, my name is (name), I am (position/department) company (name). Is it convenient for you to talk now?”
If the answer is yes:"Thank you! We have already collaborated with you (what kind of cooperation exactly), we would like to continue cooperation. Tell me, please, are you interested in (clarification)?”
Phrases excluded: “Calling you,” “Worriing you.”
If the answer is negative:“When can I call you back, so that it is convenient for you (to clarify the time and date)?”

5. The client came to the office.

Unfamiliar client, greeting:“Good afternoon/morning/evening, (come in/take a seat)”, “I’m listening to you.”
Phrases excluded:“Who are you seeing?”, “Man!”, “Woman!”, “Who are you looking for?”; Phrases not recommended:“Can I help you with something?”, “Are you looking for something/someone?”
Familiar:“Good afternoon/morning/evening, (come in/have a seat)”, “Nice to see you.”

6. Meeting at the client's office.

Unfamiliar client:“Good afternoon/morning/evening, my name is (name), I am (position/department) company (name), can I meet with (full name)?” If necessary, clarify on what issue.
Familiar client: " Good afternoon/morning/evening, First name/last name/patronymic of the client, glad to see you” (you can give a compliment).

7. Ending the conversation.

By phone or in person:“It was a pleasure to talk to you! All the best, have a good day/week/weekend!” etc.

Modern business is built on ensuring that customers purchase those goods or services that are offered by the company. Communication with clients is the main link when a client contacts a company and when he enters into an agreement with it. Here you should follow certain techniques, rules, etiquette, which are based on human psychology at the time of making an important decision.

Since communication with the client aims to encourage the consumer to purchase products and decide whether he will agree to the offer, this contact can be:

Short or long.
Spontaneous or planned.
One-time or with further cooperation.

We should talk about ways to influence and effectively contact a company with a client when it is clearly clear what services/products it provides and in what conditions events unfold.

What is customer communication?

When a person communicates with people in everyday situations, he does not particularly think about the intonation of his voice, the phrases he utters, or the mood he displays. A person chooses who to communicate with and how to talk to them. When it comes to work and professional skills, then it becomes important how a person can achieve his goal through communication with clients.

Communication with clients is a purposeful interaction that involves certain etiquette and rules of communication and requires the achievement of a set goal. The salesperson communicates with customers for a reason. He wants to establish contact with them, win them over to his products, sell them to them and, possibly, get regular customers.

Communication at work requires certain knowledge. Here it no longer matters what mood the employee is in, what he thinks about other people, how he relates to the world, etc. He must do his job, and accordingly, his communication must be specially structured so that the seller ultimately achieves his goal.

The task of concluding a deal with a client is perhaps the most important one both for an ordinary employee and for the businessman himself. If the customer has agreed to purchase your company's product or service, then you will make a profit. But this is precisely why all organizations and companies are created - to sell and make a profit.

How to make a deal with a client? This is sometimes difficult to do, since customers can be picky, and the competition of your product or service in the market is high. The client can turn to other sellers of the same product or service, but who will give him other terms of cooperation: a lower price, acceptable forms of payment, delivery, etc. To conclude a deal with a client and make him a regular consumer, you need to do more than just sell to him their products, but also take into account his interests and wishes.

The client does not close the deal. Why? Perhaps he doubts something. Perhaps he is dissatisfied with some clauses of the contract, they are inconvenient for him or do not correspond to his capabilities. Sometimes clients are simply not ready to make a final decision. And quite often, the one with whom you want to make a deal would like to bring some of his proposals into the clauses of the contract that you will fulfill.

In all cases, you need to talk to the client if it is important for you to conclude a deal with him. Talk openly about what your partner is unhappy with or doubts. Let him express his thoughts so that you can make concessions. If the client needs to think, then ask what you can do on your part so that he makes a decision in your favor. Don't be afraid to be open. Don't be categorical and strict. You should not forcefully push your product or service onto the client. If you want to conclude a deal and make your client a regular consumer, then you need to be interested in his opinion, wishes, conditions.

This will allow you not only to make all the desired clients your consumers, but also to look at your product or service, contract clauses, conditions, etc. from a different point of view. If you have just started concluding transactions, then you probably have points where there are restrictions or strict boundaries. And clients, if you take into account their wishes, will help you expand, soften and make them more attractive to them.

Psychology of communication with clients

A salesperson is a job where each representative wants to have as many clients as possible. Communication becomes the only tool that can influence the opinions and wishes of consumers. This is why communication techniques that take into account people’s psychology become important here:

Put yourself in the buyer’s shoes to understand how you can interest him in your product.
Allow a person to get acquainted with the product before he purchases it. This is why salespeople in stores should not immediately fly up to customers who have just entered the building, but have not yet had time to look around and understand what they might want.
Allow a person to immediately understand what he can get and at what price, if we are talking about a service. Here you need to immediately communicate with the client, who already knows what he wants, but has not yet decided where exactly he will get it.
Watch your facial expressions, gestures and intonation. That's why at home you need to practice in front of the mirror and look at yourself from the outside in order to change what is visible to buyers and, perhaps, repels them.
Comfortable environment. Where the client ends up should be comfortable and everything should correspond to the theme of the products being sold.
Seller's appearance. The human factor already plays a role here. The seller must be dressed appropriately. For example, if he sells meat behind the counter, he should not be dressed in a formal business suit. He must also have a certain communication style. If special terms are used, the seller must immediately explain them to the client so that he understands what he is being told about.
Direct eye contact. You should not embarrass the client, but at the same time you need to monitor his reactions. When he speaks, you must look him in the eyes.
When greeting and saying goodbye, use a handshake. It should be as strong as the client’s hand squeezes. This will show that you are on an equal footing.
Name. Be sure to introduce yourself and ask the client’s name. Although this step is mandatory, you should understand that the client is not interested in getting to know you at first. He will most likely miss your name, so if he asks you to remind him of your name, don't be offended by it.
Politeness. The seller’s speech must necessarily contain elementary words of politeness: “please”, “thank you”, “excuse me”, etc. But they should not be used too often.
Top position. Although you have shown the client that you are on an equal footing, during communication try to take a position on top, dominant, but in such a way that it is not felt.

Rules for communication with clients

To achieve this goal, a manager or seller must adhere to some rules of communication with clients:

Listen to the client's wishes and needs. If you want to sell something, it must solve the problems with which the person came to you.
Listen to all objections and be able to deal with them.
Speak the same language that the client uses.
Describe the positive aspects of the product. If a customer asks about product shortcomings, it is better to be honest and tell them about them - this is necessary to establish a long-term relationship based on trust.
The seller must thoroughly know everything about his product. He must be able to answer any question from the client.
The seller must be a professional who knows how to be different. You should adapt to the client: for a business person, be businesslike, and for a simple person, be simple.

There are companies that provide ongoing services to clients. Here complaints become inevitable, from which no company can escape. There will always be customers for whom something breaks or who cannot use the purchased products. What is important here is how the manager behaves when communicating with a client who is complaining.

The hour is not far off when the most sought-after profession in the service and sales sectors will be a customer complaints manager, or director of customer focus. In simple terms, this specialty can be called “director of hospitality and comfort.” What kind of profession is this and why is it needed?

Thus, the level of service in public places is one of the main priorities and objectives of these establishments. You cannot please all clients, so we need specialists who will skillfully and cost-effectively resolve any problems. That's what a customer complaints manager, or director of customer centricity, is for. These specialists will play an important role in ensuring that there are fewer negative reviews about their level of service on the Internet and simply on people’s lips, which will, accordingly, increase the number of visitors to a particular public institution.

Study the science of hospitality and creating comfort, resolving issues and reducing the level of dissatisfaction among other people. This will allow you to become in demand in the labor market in the future.

Ethics in dealing with clients

Every person is pleased when they communicate with him kindly and respectfully, which should not depend on what question he addressed to the seller or manager. Even regular customers need attention. Ethics involves polite communication with customers, when the following rules are observed:

Showing respect.
Understanding the wishes or motives of clients.
No raised tone.
Staying calm in a stressful situation.
Ability to listen to clients to the end.
No interruptions.
The ability to find a solution in any situation.

How to ultimately communicate with clients?

Let’s not say that the client is always right in everything. Let us pay attention to the fact that the client also requires respect and understanding of his desires, which is why he turns to a company that can solve them. Here you need to understand that each client has his own mood. But it is in no way connected with the personality of the seller, but is aimed only at the product or service that the company offers.

I really liked these rules from the website freelance.ru. Simply intelligible and, most importantly, everything that is called “at the box office”.

A must read for anyone who works with clients! This topic especially began to worry me after a negative experience in communicating with copywriters. I will immediately send them a link to these simple ten rules.

If we leave aside issues of professionalism and integrity (let’s assume that we are all professionals and have never cheated anyone), then an important problem for a freelancer is building communication with the customer. It holds the key to the successful start and completion of a specific project, as well as the formation of long-term or regular cooperation.

Over 5 years of working on the Internet as a freelancer, project manager and direct customer, I have accumulated a decent amount of “baggage”. This is the type of luggage:

Regular customers,

Clients with whom communication did not work out,

Clients in front of whom I feel embarrassed and even ashamed,

Freelancers with whom I have worked and continue to work with pleasure:

Freelancers I will never contact again.

Analyzing this baggage, we can safely say that many mistakes were made. I made mistakes, those with whom I had to work made them, and you make them too. I tried to formulate the conclusions from all this in the form of 10 rules for communicating with the customer.

1. No friendship or familiarity with the customer.

Communication should be as formal as possible. The customary address in Russia to a stranger “on you” should not disappear, even if your opponent has switched to “on you”.

There is no need to suddenly tell how you spent yesterday, that you quarreled with your wife, how crows are cawing outside the window, and that you have not yet drunk coffee. Your customer is not interested in this and, believe me, he does not expect such frankness from you.

If you receive such information, smile politely, send emoticons, but do not join in the discussion, stay below the official line.

What is the opposite threat?

No matter how friendly the relationship with the customer is, it does not allow us to assess the situation soberly. Because of the feeling of getting closer, you will not be able to say the right “Stop!” in time. or not!".

2. Do not tell the customer the work process, do not send intermediate stages and source codes, and do not use unnecessary terms.

It is extremely rare that a client needs to know the sequence of your actions when creating a collage or setting up a database. If he needs it, he will say so.

And it’s unlikely that the customer wants to participate in the development process. He came to you for the result, and not to waste his time viewing and commenting on the intermediate stages of the project. Respect his time.

The same goes for specific terminology. It is logical that you know the names of all your instruments, and it is also logical that only you are interested in it.

What is the opposite threat?

It seems to you that in this way you demonstrate your skill, openness and desire to cooperate. In fact, you are stealing other people's time and nerves. It is unlikely that the client will say that you tired him. He just won't come to you anymore.

As an addition: the coolest plumber is the one who fixes pipes quickly and silently. And he doesn’t describe his actions, offering to hold the adjustable wrench while he goes to get the tow.

3. Don't let the customer choose if he doesn't ask.

You should always remember that you are a professional, capable of deciding for yourself which of your works is the best. There is no need to show 20 variations of one logo when you are expected to produce only 3.

What is the opposite threat?

It is also difficult for the client to choose, and he will ask to choose someone else, for example, his wife or friend...

The client may ask for more options, because you have already given him more than he asked for, so you can do more.

The client may choose the worst option, and you will be ashamed of this work.

4. Don't get lost.

You can not respond to a letter for a maximum of 24 hours. In instant messengers, silence of several hours is acceptable. The call must be answered immediately. If it doesn't work out, be sure to call back as soon as possible.

The rule is simple, but, due to its simplicity, it is very easy to neglect it.

What is the opposite threat?

You risk losing trust, order and customer. And also earn a loud scandal if the client starts looking for you, creating posts like: “A freelancer has disappeared, help me find him. The color is white with a black spot on the ear, responds to...”

5. Don't explain yourself unless necessary.

It so happened that you disappeared, forgot to do something, send something, write something, did something wrong or wrong... This happens to everyone. But, if the customer has no complaints or questions, do not explain yourself. Complete it, send it, redo it, but don’t explain yourself. Explanations are appropriate when they are expected.

What is the opposite threat?

Inappropriate excuses characterize you as a weak, insecure person.

And (see point 1) this may simply be unnecessary information.

6. Validity and accountability.

All your actions must be clearly and reasonably justified. Why is the price this way? Why do you use clipart? Why didn't you do it as indicated in the technical specifications?

If the project is not two days, it is important to establish reporting. For example, once a week send the customer a document that describes the work and its scope, as well as the price for it. Or invite him to the tracker, where he can observe the dynamics of the work being carried out.

Reporting does not negate validity.

What is the opposite threat?

The result of customer ignorance is mistrust, claims, disputes, damaged relationships, and negative feedback.

7. Don't become a middleman.

Start selling other people's services only if you are a manager by nature, or you have a lot of experience in this (for example, from your previous office life), or you have reliable cover (for example, your partners or a company).

What is the opposite threat?

The desire to quickly and easily make money in this way often turns into headaches, insomnia, payments out of your own pocket and broken relationships with all participants in the business. Any of the parties (both the customer and the contractor) can fail, fail, all kinds of force majeure can happen to them... And at the same time you need to explain to the other party, save face, reputation and your money.

8. Negotiations to the last.

No matter how the situation develops, try to negotiate. It doesn’t matter whether you are at fault or the customer is being weird, you need to maintain a calm tone and keep the conversation constructive. As practice shows, you can always find a way out of any situation. At the same time, it is not always necessary to compromise (consider it as a last resort), since most unpleasant situations are the result of misunderstandings and misunderstandings. You just need to figure out which of you didn’t listen, misunderstood, or interpreted in your own way.

What is the opposite threat?

Without trying to figure it out, you risk losing a possible regular client, partner, ruining relationships and receiving negative feedback for inadequacy. And the saddest thing is that there is a great chance of repeating your mistakes in the future.

If your prices jump and change, then you don’t know the value of your work. Most likely, you can be “bent over”. If you say one thing in your profile, but something else happens in reality, this raises a lot of doubts, as well as temptations.

Ambiguity always indicates unprofessionalism and weakness, which will either scare away the client or give him the opportunity to manipulate you.

I hope my experience will be useful to you.

Take it into service! Let this be your code, from which you cannot take a step!

PS: When I re-read these rules, I immediately remember one of my first works promoting an office dealing plastic windows. I probably violated all these 10 rules when communicating with the customer, and as a result I also had a terrible fight with him. If this had happened in real life, it could have resulted in assault. Now I look at myself then and wonder why I wasted my nerves and time, everything could have been sorted out simply.

The success of any business is inextricably linked with the company's personnel. It would be more accurate to say that every employee of the company must master the art of psychology of communicating with clients. In the article we will look at the basic principles of how staff should build communication with clients, how to motivate a person to make a purchase, and other subtleties.

It should be immediately noted that an employee’s sociability does not mean that he is proficient. The conversation should be structured in such a way that the consumer will certainly make a purchase, and most importantly, return to the company again. For this purpose, organizations periodically conduct training on the psychology of communication with customers.

How to build a dialogue with a client?

Whether you're talking to a potential buyer over the phone or in person, remember that first impressions matter. The further course of the conversation depends on him. There are a number of rules used to build a successful dialogue. One of the most important - client management. You must take an active position in the conversation, ask questions aimed at identifying the needs of a potential buyer, talk about the advantages and differences of the product from analogues offered by competitors.
Of great importance Feedback. Your speech should not look like a boring monologue; it is necessary to involve the client in the conversation, while controlling the flow of the conversation. A potential buyer will feel comfortable if you do not argue with him or put pressure on him, trying to sell the product quickly. The presentation needs to be done beautifully, describing in detail all the advantages that the client will receive by purchasing the product from you. Give your client business-like compliments, this will move the conversation in a positive direction. And most importantly, remember that openness and goodwill are...

How to behave during a conversation?

The correct behavior of a company employee is very important. The client will be much more willing to make a purchase if the conversation is relaxed. It is important to smile at your interlocutor, look him in the eyes, and show interest. The main thing is to sincerely try to help the consumer solve his problem.
In the process of communication, you cannot speak monotonously and without emotion. A boring monologue will be interrupted by the client mid-sentence. Most likely, such a buyer will leave the company and make an acquisition where they can interest him. You can't speak too fast or slow. Try to find optimal speech rate. Enterprise employees should develop diction. Clarity of speech is important for understanding what you want to convey to your interlocutor. Specialists who are fluent in professional terminology and have a large vocabulary are much more trustworthy. The psychology of communication with clients is based on the importance of questions in conversation and the correct use of the consumer’s name. It is important to remember that a person must be addressed in a polite manner, by name and patronymic. During the conversation, you need to listen carefully to the client. If he wants to tell you about his personal problems, do not interrupt him. Just try to bring the conversation back to the subject of the transaction. Ask open-ended questions that will stimulate a person to give as detailed an answer as possible.

How to properly talk about a product or service?

There are situations when an employee just begins to tell a client about the product or service offered, and he already becomes bored. How to correctly present a product and build a dialogue in order to turn a distrustful person into a regular, loyal customer? The first task facing the seller is to attract attention and interest the client. Tell him about the arrival of a new model, promotions and discounts, then focus on the positive characteristics and advantages of the product being offered. If a person wants to buy a laptop, then he needs to find out what is his priority and how much he expects to spend on the purchase.
Having identified the client’s needs, focus only on those points that interest him. You should not bore him with a large amount of uninteresting information, if, of course, you want to make a deal. Last step - motivate a potential buyer to action, i.e., to make a purchase, and process objections. Even if you have not completed the task of selling a product or service, remain polite and friendly towards the client. If a person has a pleasant impression of the quality of service, he will definitely contact the company next time, and thus you will achieve your goal in the long term. Thus, it is very important not only for improving interpersonal relationships, but also for business development.