Many marketers have complained that it is difficult to communicate effectively with customers, clients can not move. So now the big eyes frog marketing director to share with you, big eyes frog marketing staff is impressed by what successful customers. louis vuitton bags
He has many years of marketing experience and communication with customers has its own unique set of experiences, through effective communication with customers, and reached a lot of cooperation. He summed up his experience, except that the last communication with “honesty”, also relies on communication to the “heart”!
Empathy is a psychological concept, its basic meaning is, you want to really understand another, we must learn to stand in someone else’s point of view. In communication, empathy is particularly important. One English proverb says: “You want to know other people’s shoes not fit together, and put other people’s shoes and walk a mile.” Something happened at work because of the conflict, but also said, “You take that position to see, but also that do “, said the concept is empathy. But standing in the perspective of others enough? louis vuitton
Is not there a deeper level of things? We have two levels of empathy.
Standing on the surface of empathy is understanding other people’s point of view up, understand each other’s information, listen to understand each other talking about. Do this, they reached the surface of empathy. Deep empathy is to understand each other’s hidden ingredients, really understand the other side is the “meaning” is the deep empathy.
For example, your colleague Xiao Zhang is a very good sales representative, leading the company’s performance, but a little depressed recently. After work in the office, he found talking to you.
Xiao Zhang said: “I spent a whole week to do this client, but the customer’s sales volume is not high.”
This is how you understand this sentence, how to respond? You are advised him how to do it? Nod to listen to you? You are an up and complain about sales policy? In fact express the same words, which encompassed a very wide range different emotional component, there are complaints, frustration and express recommendations, requests for proposals, hoped that guidance. Can understand the meaning of his face is the primary level, the key is to understand, he said these words may be hidden behind the content. The following are different ways to say “with a week’s time, the customer’s sales is not high” fact. The expression of different ways to see the meaning of words, are the same.
This is how you understand this sentence, how to respond? You are advised him how to do it? Nod to listen to you? You are an up and complain about sales policy? In fact express the same words, which encompassed a very wide range different emotional component, there are complaints, frustration and express recommendations, requests for proposals, hoped that guidance. Can understand the meaning of his face is the primary level, the key is to understand, he said these words may be hidden behind the content. The following are different ways to say “with a week’s time, the customer’s sales is not high” fact. The expression of different ways to see the meaning of words, are the same.
Xiao Zhang said: “Hey, I spent a whole week, so the customer does not know how to engage in, the customer’s sales volume is not high.” This kind of statement is that the other party may express frustration, Xiao Zhang did not know How do the customers, he has no solution.
Xiao Zhang said: “It seems that in trouble, I spent a whole week, so this customer, the customer’s sales volume is not high.” This statement probably the other is to switch the customer, and may Xiao Zhang has been elevated After customers have selected the.
Xiao Zhang said: “It was quite strange, I spent a week doing this customer, sales is not high.” This statement probably Xiao Zhang would like to get suggestions from you, hope, and you explore how to do this customers.
In other words, the expression of the other “information” is the same, but because expression of different tone, so bring your feelings is not the same. In practice, we respond to each other the most is “giving advice.” When the other party is just complaining to you, you are given guidance proposal, but Xiao Zhang heart think? He may think: “Well, on your powerful on you, not I do not know how to do business ? You are not sales manager, sales last month, you do not my high, so how can guide me? “But he will not and you said, he attached to the surface together with you that it may be that a lot of impatience. The end result is your kind of help he can also drop a bad impression and a “good man teacher” nickname, is really not worth.
When Xiao Zhang in the complaint, he actually knows how to do it themselves, they just want to vent about it, this time he needs is a good listener, you can just listen, and the right time can make some irrelevant complaint.
When the other helpless, it may have doubts about the ability of the customer, and you may need to analyze the customer’s actual situation and the company’s strategy, this time as long as you comfort him, and analysis with him on it.
When the other party want to switch customers may switch to direct lack of confidence, you need to give him encouragement. This time you only encourage him and to share the experience you have to switch customers to do.
When the other party is really for your help, you can be together with him to analyze the market situation, give your suggestions. However, to show that only your suggestions.
In communication, empathy light with the surface is not enough, we have deep empathy, so as to truly understand each other “meaning.” In particular, we Chinese people are not good at expressing their ideas and views, many cases are to each other speculations suggest that the other side to “guess” the meaning of their own. If you do not know through the “feelings” and “hidden ingredients” to understand the real information, will result in communication barriers.