How to talk with the client
Very many workers at least sometimes communicate with customers. The ability to communicate competently with them is irreplaceable: employees who possess them increase the company’s profit. Of course, everything largely depends on the field of activity, but there are generalized rules on how to properly talk with the client.
Genuine customer interest
It will be more pleasant for any person to buy goods or receive services where people show maximum attention to them. Therefore, do not be indifferent to the client. This applies to all cases of communication with customers, but this is especially important when the customer is in a difficult situation and comes to solve some problems. For example, he came to get legal advice on a personal matter or to a pet shop to buy medicine for his beloved pet.
Interest can and should be shown in the following ways:
Do not engage in outside affairs, and switch completely to the client;
Maintain eye contact with the client, periodically nod;
Take an open pose, do not fidget and do not twist anything in your hands;
Listen completely – this is the most important thing;
When you speak, do not make the voice monotonous;
Always specify the wishes of the client.
Trust is the main thing in communication with the client. You need not only to listen to him and ask about the wishes, but also to share information as if with a friend. Tell about the personal experience of using a particular product, about what benefits you can get from this product, how to use the product. That is, you share useful information in confidence. If it is sincere, people will certainly feel that it is a pleasure to deal with you.
In addition, after a client’s monologue, you need to learn to feel in what key it is better to continue the conversation. For example, the client is confused, hesitantly says – this means he needs words of support, encouragement.
Speak the language of the client
Clients are usually ordinary people, and come to you as a professional, specialist. This is clear to you any special terminology, but not for him. He does not have to understand her. Therefore, speak in a language that the client can understand. And of course, in no case should you be annoyed with the client if he does not understand what you are talking about.
If you do not understand the client, then:
the client will understand that you will not be able to help him, since you are an idiot;
the client will think that you are thus showing your intellectual superiority, will feel like an idiot;
the client will think that you are trying to “push” him something unnecessary.
All cases will result in loss of customer.
Note! Speaking the client’s language doesn’t mean that you have to learn from his bad communication style. If he is rude, expressed obscene language and so on – this is not a reason to behave the same way. As a professional you are not allowed.
Is the client right? And always?
Many customers think that since they pay, they are always right. But it is not. Remember: the person who is a specialist is right. Talking to the client about this is optional. Your task is to help the client in accordance with his wishes. If his wishes are incorrect – you need to gently bring him to what you need. At the same time that he thought that this is how he decided.
If you see that a customer doubts whether to receive a service, whether to buy a product, do not insist on it. Nobody loves when he gets “thrown”. This only appears to have extra doubts: what if suddenly the goods are not so good, since they are trying to actively sabotage it? And if you still buy a product or service, then you can come and return this product, refuse the service.
If the purchase is small, the service is a one-time, so to speak – you can apply a little pressure. In other cases, the pressure on the client is not worth it. Better tell him to think it over well, and if anything – come or call.
Transparency
No need to be silent about the essential points. It can be anything: lack of goods, lack of properties in it that are necessary for the client. This may be some additional terms of payment for something written in the contract in small print. The desire to quickly “push” will lead to the loss of customers. Do you think a deceived customer will come to you again? Not. He will also tell everyone he knows that you cannot go to your place.
