What are the sales people, what qualities they should have, which has been discussed in depth in the previous article "What is a salesperson"? The question we are going to talk about now is what the salesperson in the customer's eyes looks like. Why do you want to talk about this problem? The reason is very simple. The sales staff sells the products of the enterprise, not only to meet the aesthetic needs of the enterprise value, but also to meet the needs of the aesthetic value of the customer. From a certain perspective, the customer's recognition of sales is much more important than the company's identity. Because the salesperson is the bridge of value exchange between the enterprise and the customer, it is better to say that it is for the customer. Therefore, understanding the sales staff in the eyes of customers will greatly help to improve the selection and training. The following is a customer's understanding of the characteristics of sales personnel after a long-term follow-up survey.
Honesty: Silly and stupid
Almost all customers will put the honesty of the sales staff in the front position. We also talked about "honesty" in "What is the salesperson". The honesty is aimed at the enterprise, mainly in the real reaction situation, not Distort the implementation, do not cover up the facts and so on. The honesty of the customer is still quite different from the honesty that the company believes. The honesty that the customer believes should be understood as “sincere and realâ€. This may be both a quality and a skill, saying that he is a good quality understanding, and that he is a skill may not be easy to understand.
In fact, all sales, from the skill point of view, is the process of continuously gaining customer trust. We often find such a phenomenon that the sales skill of a salesperson may be poor or even dull, but it is because of his dullness. Instead, they can win the trust of customers and get good sales. How to win customer trust is the higher level of sales, this is an idea and a skill. And the trust of customers is closely related to honesty.
The "sincere and true" state can be effectively selected and trained. For example, when we choose a salesperson, the appearance is too smart, and the aura is not necessarily a very good phenomenon, which will give customers a feeling of instability and insecurity. The better state is "sufficient stability". It seems that there are some stupid things. Of course, it is not really stupid. The meaning here is that you don't want to write anything smart on your face. Such a salesperson is often easy to succeed, which is closely related to his appearance. For example, our training of sales people often focuses on how to get customer needs, how to communicate, negotiation, public relations and other skills. Many of these skills seem to be like teaching the "drilling", they teach in the bones "How to steal money from a customer's pocket." This state is very dangerous for the company and is also very dangerous for the average salesperson. Don't think of customers as "fools". People who regard customers as "fools" become "fools" first. Customers are very smart. They care not only about products but also about people. Therefore, sales are higher. Technology is by no means technical, but should be "honest". As long as it is sincere, even if it is only a little bit, customers will feel it quickly. Going back to the beginning of the sentence, the higher skill of sales is "sales trust."
Hard work: shocking each other with spirit
Can work hard, in other words, hard work, such sales staff is very easy to attract customers. We often find that customers like the tiredness of sales people, especially when they are in trouble. When they encounter problems, they hope that no matter when or where you are, you can be on call, whether it is windy or rainy. Or natural disasters, you must try your best to do it. What's more, many customers are abusive, and only after the repeated torture of the sales staff, there is great satisfaction.
I have encountered such a thing. A salesperson has made an appointment with a customer. At this time, the weather suddenly started to rain, and the wind was very strong. The water on the road was very serious. Because the customer was very far away, the sales staff Some retreat, want to call the customer for another time, when the sales executive's director strongly disagreed, forced the sales staff to rain to the customer.
After arriving at the client's office, the salesman was soaked and drenched, and many people passing by couldn't help but laugh. When I saw the customer, although the sales staff was soaked, the information he brought to the customer was very well preserved. At this time, the customer felt very shocked and the heart reached great satisfaction. At that time, he was with the sales staff. Signed a one-year contract. Through this matter, we can reflect on the hard work of the sales staff to satisfy the customers and win the respect of the customers.
If you carefully understand it, hard work may be a direct manifestation of the customer's respect. As God's feeling seems to have to undergo a certain torture process, it can be fully displayed. This phenomenon is not only evident in the service industry, but also in the product-centric industry. What's more, in the comparison of product quality, customers sometimes prefer product technology, but are willing to accept customers' suppliers. A typical example is Haier. Haier's service is "sincere and forever", "sincere and forever" is the "hard work" that customers can enjoy sales. Although the quality of Haier products may not be good, customers can experience the feeling of God through “hard workâ€.
Decisive: "Towing" strategy must not
Many customers don't like introverted and indecisive people. The more senior leaders, the more they do. If you see a general manager of a company, if you can't make it clear in a minute, I believe you basically have no chance. Decisiveness is not only reflected in the time of doing things, but more importantly, it is reflected in the grasp of key issues. Many people are not able to solve problems decisively, which is related to the inability to effectively discover core issues. The complexity of many complicated situations often makes many people feel at a loss. There used to be a manager who didn’t know what was offending people. A group of people suddenly broke into the store to harass. The situation was very confusing. The store manager did not take a decisive action to inform the security guards and inform the mall. The theoretical way, the more you are theories, the more fun they make, the more they want to see. Since the beginning did not stop, the situation later became more and more serious, and the problem could only be solved by hitting 110. However, the impact of 110 was even worse. Later, the mall required manufacturers to withdraw the cabinet, which brought huge losses to the enterprise. This is the obvious lack of analysis and judgment ability, which leads to the lack of decisive ability.
Customers are very disgusted with the sales staff who lack decisive ability. They are very easy to remind customers of jealousy, jealousy and mercenary. This is especially true for salespeople in China. This may be due to the fact that Chinese customers are very embarrassed. Because of the embarrassment of customers, sales must be handled with care, and a little will change from “decisive†to “disasterâ€. But no matter how the customer thinks you are not a decisive person, his confidence in you will be greatly reduced. Also, there is no decisive sales, and often make customers feel irresponsible, even seeing death. In the case of urgent need for sales decisions, both good and bad need to give each other a reply, but our sales are often based on the strategy of dragging until things can not be processed. This method is really terrible. This is a place that Chinese people like and foreigners are afraid of.
In summary, through the analysis of the sales staff in the eyes of customers, it can be seen that:
1. There is a significant difference between the sales in the eyes of the customer and the sales in the eyes of the company;
2. Among them, honesty is still more important in all qualities;
3. It is very important to select the sales staff according to the customer's requirements!
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