Marketing psychology and customer communication skills are necessary for salespeople to communicate with customers, and communication skills are different for different customers, so it is necessary to learn marketing psychology and customer communication skills.

Communication skills between marketing psychology and customers 1 1. Don't use rhetorical questions to talk business with customers.

In the face of customers' malicious problems, some salesmen answer blows with blows, hoping to refute customers with a series of rhetorical questions. Instead, it was refuted by the customer and the order was lost. You should smile and say: I understand your point of view very well. If you can let me explain it further, you will be satisfied. We can't be irrational because our customers are irrational.

2. Understand customer psychology.

Between chatting, you must see through the customer's thoughts and understand the customer's psychology, so that your products can meet his needs.

3. Avoid talking about customer privacy.

Sometimes, you feel that the relationship with the customer is in place, and the customer tells you some private topics, but you must pay attention to the fact that you must not expose the customer's privacy in front of business.

Like 4.

For some functional features that customers don't understand, they can be described more vividly by analogy, so that customers can deepen their impression of the products.

Marketing psychology and customer communication skills 2 1. Listen carefully to the language and voice of customers.

You can't imitate without listening. Only by listening carefully can we firmly capture the subtle strangeness in the customer's language and voice, and we will be more confident and comfortable in imitation.

2. Think of yourself as an actor when necessary.

Since it is imitation, of course, we should try our best to be vivid. You might as well position yourself as an actor. The process of imitation is a process of performance, so you will feel more natural and relaxed.

Try your best to win * * * Ming.

The effect of imitation can be tested by * * *. When your voice is with other people's voices, there will be a wonderful atmosphere between you, which will make each other's emotions rise unconsciously.

If you have participated in the choir, I believe you will be familiar with this feeling; If you haven't been in a choir, at least in primary school, you read the text with the whole class. You will understand what "* * *" means when you recall your feelings at that time.

4. Long live 70 minutes.

Again, you can't do it, and there's no need to do it. As long as you can pick out one or two obvious features in the customer's language and voice, you can imitate a score of 67.

In fact, it may surprise you to say it: in fact, each of us is extremely good at catering to language and sound, but in most cases it is only a subconscious behavior.

For example, with a ball in your hand, you bend over to tease a two-or three-year-old child. At this time, you certainly won't directly say to him, "Come on, let's play ball!" Instead, he will say to him, "Baby, look how cute this ball in my uncle's hand is! "Let's play ball together, shall we?"

Similarly, suppose you are having fun with a pile of bills, and an 80-year-old woman comes up to you and asks you in a trembling voice, "What's that in your hand?"

At this time, you will definitely not directly say to her, "This is Wad, Apple's new tablet!" She would say to her, "This thing is a computer, but it is different from ordinary computers. It is flat and can be operated by touching the screen with your fingers! "

You see, in both cases, you cater to the children (in a "baby-like" way) and the old people (in a patient and meticulous way! Language, in order to better achieve the effect of communication, close the distance between each other.

Such scenes can be seen everywhere in daily life, but you don't realize it. But what we have to do now is to turn these "unconscious accidents" into "conscious inevitable events" through a lot of training. This is the difference between "amateur" and "professional"

When it comes to specific training methods, the choice is to call.

There is a simple reason. Only by making a phone call is a communication method that relies solely on voice. On the phone, there is no interference other than voice, which is more conducive to your concentration and try your best to hone all the skills related to voice.

As long as you are a serious and responsible person and don't waste every opportunity to make a phone call easily, it won't be long before you will become an expert in this field.

Marketing Psychology and Customer Communication Skills 3 i. sales psychology

What customers want is not cheap, but they feel that they have taken advantage of it.

(2) Don't argue with customers about the price, but discuss the value with them.

There are no wrong customers, only bad service.

It doesn't matter what you sell, but how you sell it.

There is no best product, only the most suitable product.

6. There are no unsold goods, only unsold goods.

Success is not luck, but a method.

Customer asks: What advantages do you have compared with Enterprise A? Talk too much and you will fall into a trap! Suggested rhetorical question: By asking this question, you must know something about product A.. What do you find most satisfying and why? After the answer, you can calmly say: I understand, we also have these functions, besides.

In Wal-Mart stores in the United States, beer and diapers are sold together, which increases the sales of diapers and beer. The reason is that American women will ask their husbands to buy diapers for their children after work, and men will buy back their favorite beer after buying diapers, thus forming such a magical sales effect, which is cross-selling and related sales.

Second, sales are very creative.

The creativity of sales is a profound knowledge, and it is a work of art that integrates marketing, psychology, eloquence, acting and other knowledge.

Therefore, it is labor with both hands; It is the helmsman who uses his hands and brains; Artists use their hands, brains and hearts; Only those who use their hands, brains, hearts and legs are qualified salesmen.

Three, the five hidden rules in bargaining

1, never make an offer first, whoever opens first will die first.

2. Never accept each other's initial conditions, whoever accepts will suffer.

3, bargaining must be lower than the other party's expected goal, not killing is a fool.

4, the taste of color change, let the other party think that his asking price is too scary.

5. Choose to leave at any time and force the other party to make a hasty decision.

Fourth, the most profitable character is persistence.

The survey found that 80% of new business can only be closed after the same person makes the fifth call. 48% of salespeople lost a customer source after the first call. 25% people gave up after the second call.

12% gave up after the third fight. 10% Keep calling. This 10% people who don't give up are the people with the most income.

5. How much are the black pearls?

At first, black pearls were hard to sell. Many people think their colors are not good, gray and dark. Later, the merchant put the black pearl in the window of Fifth Avenue and marked it with an incredible price.

At the same time, advertisements are constantly released, and black pearls are placed opposite to diamonds and precious stones. More content pays attention to WeChat: Xiao Shouxue is like this. Things that don't know the value geometry are praised as rare treasures overnight.

Six, practical sales psychology:

One: Sales is not about changing others.

Secondly, the success of sales depends on the goodwill of customers.

Third, how to position yourself: Who is the customer? Who am I?

Fourth, we should use "we" more to establish the belief and value of * * *.

Fifth, use "but" less and "at the same time" more.

Seven, a strong subconscious mind

Beverage advertisements often show positive and enthusiastic scenes such as beaches and friends. Once you enter this scene, you will suddenly decide: I need a drink. Professor Bach of Yale University said: It will be more ruthless to bargain in a hard chair;

Holding hot coffee is more inclined to think that others are generous and friendly than holding iced coke; Interviewers will think that candidates with thick folders are more serious ... The point is that people are completely unaware of what they are affected by.

Eight, entrepreneurs must do 13 things every week.

1, aim in one direction;

2. motivate the team;

3. Disseminate values;

4. At least 75% of time is spent on products;

5. Analyze the data;

6. Strong physique;

7. Get feedback and suggestions;

8. Leave the office to get in touch with the real world;

9. Weibo makes friends;

10, master cash flow;

1 1, measure your work from the perspective of investors;

12, stay happy;

13, love everything around you

Three things to do when visiting customers

1, pay attention to let the customer say, every 45 seconds, be sure to mobilize the customer to say 15 seconds. Keep speaking at the same speed as the other person.

2, 3 minutes later, to find the customer's interest range, and guide the topic to each other's hot spots.

Try to make customers remember their unique characteristics, not the company's, not the product's. Pay attention to each other's psychological expectations, personality characteristics, quality and experience.

Ten, consumer psychology: the trap in the convenience store

1, the best-selling drinks are placed in the innermost part of the store: let you shop more;

2, interrelated items should be put together: stimulate your demand and let you buy more.

3. There will always be snacks in front of the cashier: let you buy things you didn't want to buy. The layout of the store is carefully set, and customers are induced to spend more money by every means. Do you usually find these secrets?

XI。 Communication skills: what should I do if I encounter customer complaints? The golden step of solving customer complaints with high emotional intelligence;

1. Show empathy and listen carefully to complaints.

2. Thank you and explain why you are concerned about his complaint;

3, there is a mistake, apologize for things, yes, apologize for the mood;

4. Promise to deal with it immediately and make up for it actively;

5. Put forward the solution and timetable, and ask the other party to confirm;

6. Confirmation of satisfaction after doing things.

Twelve. Why is the final commodity price "9"?

A price slightly lower than an integer is called a "magic price". For example, a price of $29 or $99 is psychologically classified as more than $20, while a price of $30 or $00 (or more) is regarded as something more than $30. More than 20 yuan seems to be much lower than more than 30 yuan.

Thirteen, grasp the five key points of customers.

1. Before customers enter the store, brand and store location are the first driving forces;

2. After entering the store, the transaction rate is the key. For this reason, more and more retail enterprises install counters at the door;

3. After the customer decides to buy, the joint rate or added value is the key to maximize sales;

4. After purchasing, study how to improve the return rate and shorten the return time;

5. How to tap the lifetime value of customers?