Sales Eloquence Skills How to Empathize in Sales
We will encounter all kinds of customers, different status, social experience, temperament, etc., so that we cannot communicate with them with the same idea. Only by empathizing with customers can we find out the problem more scientifically, quickly and effectively and solve it. So, how to empathize in sales?
Sales Eloquence Skills How to Empathize in Sales
When Zhu Tanyan started to work as a salesman, he often encountered the kind of customers who lowered the price of commodities as soon as they came up. When I first started working, I couldn’t lose any business, but once I signed a contract, I would lose money at any time. At first, in order to gain a little more profit, Zhu Tanyan tried his best to prove to the customer that "every penny gets what you pay for", but the result was either unhappy or only a few products were sold.
After a period of time, Zhu Tanyan, who gradually gained experience, began to think about problems from the perspective of customers. He found that arguing could not solve the problem. Only by understanding the psychology of customers and starting from the psychology of customers can they truly persuade customers to accept their own prices to buy products. .
Sales Eloquence Skills How to Empathize in Sales
After that, I encountered the kind of customers who went straight to the point, talked about the price, and even used offensive language. I wish Qin Yan could also keep calm. Zhu Tanyan deeply understands that it is useless for you to argue with the other party when he is excited, and it will only make the other party more excited. If you just listen quietly, it not only shows your respect for the other party, you can let the other party calm down slowly, but also you can understand the other party's true intentions, adjust your strategy, and more importantly, you do not follow the other party's impulse to make decisions. concession. After the two sides are at peace, and then explain to the customer the lowest price that they can accept, most rational customers will understand that this is a price bottom line that cannot be compromised, and at the same time, it is no longer so psychologically exclusive, and business is naturally easier to do. to make.
Many times, the failure of sales is just because they are too persistent, unable to jump out of their own narrow circle of thinking to understand what customers are thinking. This hurts us most when dealing with customers. If you can think from the perspective of customers and look at problems from the perspective of customers, many problems can be solved easily.
Dale Carnegie rents an auditorium in a large New York hotel for 20 nights a quarter to teach social training sessions. But one quarter, when he first started teaching, the landlord asked him to pay three times the rent. At this time, the admission ticket has been issued, and the class has been completed.
Carnegie went to the manager two days later. He first expressed his understanding of the manager's practice of raising the rent, and then helped him analyze the pros and cons of doing so. Prom, then you can make a lot of money. Because they don't hold this type of event for a long time, they can pay a high rent at one time. If you rent it to me, you obviously lose a lot; the downside: first, you increase me The rent is lower, but the income is reduced. Because you are actually driving me away, because I can't pay the rent you want, so I have to find another place."
"One more fact against you: this training class will attract thousands of literate, educated upper and middle managers to your hotel, and it's really a no-cost job for you. Advertising. Please answer me after careful consideration." After speaking, Carnegie took his leave. Finally the manager gave in.
During Carnegie's success, he didn't say a word about what he wanted. He thought about it from the other side's point of view. Imagine if he ran into the manager's office aggressively, raised his voice and made a fuss with the manager, what would the situation be like? Big quarrels are bound to ruin the pot, and you know the inevitable result of quarrels: even if he can overwhelm each other in reason, it is difficult for the hotel manager's self-esteem to admit that he is wrong.
Similarly, when we are dealing with customers, we must also look at problems from the customer's point of view. Putting yourself in the customer's shoes means that you can think from the customer's point of view, understand the customer's point of view, and know what the customer needs most and what they don't want. Only in this way can you provide gold service to customers. Often referred to as empathy.
Empathy is to consider what they need from the customer's point of view. It is a way of reverse thinking. It is different from our traditional dealing with customers. Through this kind of thinking, sellers will be able to better understand The main conflict between yourself and the customer.
People often never look at issues from a different angle when arguing with others, let alone stand on the other side's standpoint. "I don't know the true face of Mount Lu, just because I am in this mountain" is the truth.
Always express yourself blindly without considering the feelings from the perspective of the other party. This situation is manifested in the communication with customers, which will stagnate the communication between the two parties, cause friction, and even lead to contradictions. On the contrary, people who are good at empathy can often look at their own methods from the perspective of customers, and comprehensively consider problems from multiple perspectives.
Sales Eloquence Skills How to Empathize in Sales
Therefore, empathy can not only effectively avoid "walking into a dead end", but also help us choose a scientific and efficient shortcut from many methods. If we consciously and uninterruptedly empathize in the process of dealing with customers, Then we will solve the problem more smoothly and create more favorable conditions for our persuasion, so as to achieve our goal.