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Sales Unfold Naturally When You Train Employees To Be Skilled Communicators With Customers让雇员娴熟地与顾客交流,销售自然增加 David Saxby

每一个打电话或直接光顾你公司的顾客都是有需求的。如果你的雇员满足了他们的需求,其最终的结果将很可能促成销售。这种情况会经常出现。这为发展与用户的长期关系提供了机会,他们会不断地光顾你做的公司,最终将赢得更多的销售,从而增加利润。

你的顾客找到你,并希望你的雇员态度友好,倾听他们的需求,并将合适的产品和制造厂商介绍给他们。他们期待着听到能够满足他们需要的各种选择的建议。顾客想要感到决定把钱花给你是正确的。

使你的员工具有发展与用户的关系的技能,具有倾听、解释和解决问题的技巧,这一点很重要。但当今公司中的许多人在学校都没有学到这些技巧。不幸的是学校没有教我们要做好的沟通者和说服者。我们只是带着从朋友、家庭和媒体那里学来的方法进入公司。在许多情况下,对帮助我们与用户适当的沟通来说,这些方法还不够。

所以,为了确实弄清和满足顾客的需要,公司雇员必须具有与用户沟通的技巧。一般情况下,雇员不需进行专门训练,就能成为好的销售人员。他们只需了解如何与顾客沟通,销售将自然增加。

 

应在以下几个方面对你的雇员进行培训:

 

问候面带真诚的微笑用眼睛进行交流会使顾客感到很舒服。这两个动作表达了友谊和真诚。它会使顾客感到轻松。

你的雇员所做的见面问候语将为进一步的交流打下基础。训练你的员工不仅要看着他们面带微笑表示问候,还要对顾客提出问题,而不仅仅只说一句“您需要点什么?”我们每一个人都希望听到这句问话,通常我们的回答是“不,谢谢。”这句问话会使你的顾客降低你所能提供的帮助。使用一些见面问候语,以便能建立起与用户的对话,进行交流。

公关训练研究表明在交流中,语言占7%,声音的音调、音高和语速占38%,形体和姿态占55%。一些简单的技术,如保持和用户同样的语速和音调,能增进与用户的关系,提高用户的舒适感。

提出问题一个雇员要做的最重要的事情是提出问题,以便了解用户的需要。如果雇员了解了用户需要的和想要的,就更容易给出可行的解决方案。列出雇员应该要问每一个顾客的10个最重要的问题。

大多数顾客都需要帮助。他们需要信息帮助他们作做出购买决策。面对众多的产品、使用和制造商,做决策对顾客来说是很难的。训练你的员工不仅要问问题,而且专心地倾听。这些问题将使顾客袒露他们的问题和忧虑。这两个技能将提高你的员工和商场的竞争力。

产品知识今天的顾客比以往更加具有知识。这将使员工具有产品、使用和制造商的知识比以往更加重要。顾客通过员工来获得实际的信息,帮助他们作出购买决策。如果你的员工有能力准确地回答他们的问题,进一步解释和提供信息,顾客的信心将会增强,那么销售也会上升。

教会员工如果他们不知道问题的答案,正确的反映是直接说不知道,然后去找知道的人来。这一点也同样重要。雇员猜测或编造答案是绝对不可接受的。给用户提供错误的信息是致命的行为,它将使你和你的顾客处于极不利的地位。你的雇员需要了解,向顾客说明他们不知道答案和将努力获得答案,是完全可以接受的。顾客会衷心感激。

让员工了解产品知识是一项长期的任务。要你的员工列出顾客最常问的问题。可以此为基础对员工进行培训。

 

以下是一些训练方法:

 

  • 每周做产品知识小测验,看看你的员工了解多少。
  • 对他们的进步给予奖励。
  • 允许他们实验。他们用过产品,并有了经验,将很容易告诉用户。
  • 教会员工如何通过说明书来获得重要的信息。

 

坚持指导技巧永远都需要开发。每隔一定时间,对员工如何对待顾客给予注意。在下面,花点时间让员工知道他们哪儿做的好,哪里需要改进。肯定他们的技巧以便做得更好。

实践、实践、再实践学会如何与新顾客,要求高的顾客和不友好的顾客打交道,在各种情况下,做到游刃有余。从见面问候开始到帮助顾客做出决策,一步一步进行实践。当员工感到已有与任何顾客打交道的经验的时候,在销售上他们将会更有信心。

员工如何对待顾客对你经营的成功至关重要。他们可以导致无销售,或只有一次销售,或可发展与用户的长期关系。在员工身上花时间和财力,让他们掌握知识和技巧,是事半功倍的事情。

 

 

 

Every customer who either walks into or telephones your business has a need. If your employees satisfy that need, the end result will most likely be a sale. But these situations are much more than a chance to ring up the cash register. They’re an opportunity to develop a long-term relationship with a customer and that ultimately results in repeat business, multiple sales and increased profits.

 

Your customers come to you with the expectation of interacting with someone from your store who is friendly, who listens to their needs and educates them on appropriate products and manufacturers. They expect to hear recommendations for appropriate solutions that meet their needs. Customers want to feel they’ve made the right decision to spend their money with you.

 

It clearly is important to make certain your staff has the skills to develop rapport with customers, to listen, educate and problem solve. But many people in today’s work force didn’t learn these skills in school. Unfortunately, most of us are not taught to be effective communicators and persuaders. We enter the work force with only the communication tools we learned from our friends, family and the media. In many cases, these tools are not enough to help us communicate appropriately with customers.

 

So in order to make certain your customers’ needs are identified and met, your staff must possess the necessary skills to communicate with them. In the simplest of terms, your staff doesn’t need to be trained as aggressive sales people. They only need to know how to communicate with your customers and sales will naturally unfold.

 

Here are some areas in which your staff should be trained:

 

Greeting – A sincere smile while making direct eye contact goes a long way toward making your customers feel comfortable. These two actions convey an attitude of friendliness and sincerity. That puts your customers at ease.

 

Opening acknowledgements your employees make set the stage for all future interactions. Train your employees to greet your customers not only with a sincere smile while looking them in the eye, but also to ask your customers a question other than “can I help you?” Every one of us expects to hear that question and the vast majority of the time, our answer is “no, thank you.” That question programs your customers to decline your offer to help. Establish a number of opening phrases that create a dialog with the customer and communicate to the customer that you care about them.

 

Train on Rapport Skills – Research shows that of our communication:

7% comes from the words we use

38% comes from our voice tonality, pitch and pace of the words

55% comes from our physiology (body) and posture

Simple techniques such as matching voice tonality with the pace of your customer’s voice can speed the development of rapport and increase the customer comfort level.

 

 

Ask Questions – The most important thing an employee can do is ask questions in order to understand your customers’ needs. If an employee understands what customers need or want, it’s much easier to provide solutions. Compose a list of the 10 most important questions an employee should be asking each customer.

 

Most customers want help. They want information that helps with their buying decision. With so many choices of ingredients, processes and manufacturers, decision making can be a frustrating experience for customers. Train your staff to not only ask questions but to listen intently. Questions will encourage your customers to reveal their concerns and problems. These two skills alone will put your employees and your store in a class above the competition.

 

Product Knowledge – Today’s consumer tends to be more knowledgeable than in the past. This makes it even more important to educate your employees on product, process and manufacturer knowledge. Customers rely on your staff to give them factual information to help them with their buying decision. If your staff has the ability to accurately answer their questions and to further explain and provide information, your customers’ confidence will skyrocket – as will the likelihood of a sale.

 

It’s equally important to teach your staff that if they don’t know the answer to a question, the appropriate response is to say so and then find someone who has the information. It is absolutely unacceptable for an employee to guess or make up an answer. Providing misinformation to a customer is a deadly practice that places both you and your customers in a position neither of you want. Your employees need to understand that it’s perfectly acceptable to explain that they don’t have the answer and that they will try to get one. Customers appreciate honesty.

 

Educating your staff on product knowledge is not a one-time effort. It’s an ongoing process. Ask your employees to compile a list of the most commonly asked questions from customers. Use this as a basis for training.

 

Here are some other ideas:

Do weekly quizzes on products to determine your employees’ knowledge.

Reward them for increasing their product knowledge.

Allow them to sample products. It’s easier for an employee to tell customers about a product when they have used it and experienced the results themselves.

Teach employees how to use reference materials to find information that is important to the customer in the buying process.

 

Become A Coach – Skill development never ends. At regular intervals, pay attention to how your employees are handling customer interactions. In private, invest the time to let your employees know what they did well and where their opportunities for improvement exist. Acknowledge the skills they are using to become a better communicator.

 

Practice, Practice, Practice – Role play various customer-buying situations with your staff. Role play the new customer, the demanding customer and the unfriendly customer. Practice each of the steps from greeting through helping the customer make the buying decision. Your employees will demonstrate more confidence in selling when they feel they have the experience to handle any type of customer they may encounter.

 

The interaction your staff has with your customers is critical to the success of your business. They can make the difference between no sale, a one-time sale or developing long-term relationships with customers. The time and money you invest in your staff to educate them with knowledge and skills will come back many times over.

 

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