How Designers talk about customers

2. Character and character 1. Positive attitude towards life Designers should have a positive attitude towards life and face achievements, setbacks, and failures calmly. It is difficult for people who are depressed due to setbacks to succeed. Looking at failure as a valuable experience, it is necessary for a good designer to actively sum up the quality of the more frustrated and brave to challenge the success goal. 2. Endurance Repeated visits to potential customers are also one of the measures to achieve the goal. We can continuously obtain the real needs of customers during each visit, and then conduct targeted reception and re-visit, which will certainly reduce the rejection psychology of the other party and patiently receive three or four times, maybe the customer is planning to work with you. Therefore, it is very important to avoid failures and cultivate endurance. 3. Intelligence Intelligence is crucial to a designer. intelligence is the foundation for us to quickly reflect our customers' questions and to adopt clever and appropriate solutions. 4. Smooth attitude A good designer is not only a debater, but also a master who can push his mind to find out the customer's needs and properly respond to them. In our conversation with a customer, we hope that the other party can understand our opinions, tell the customer that we understand their needs, and be able to satisfy them. We do not want customers to agree with us and will not cooperate with us. Therefore, a smooth attitude is a must. We advocate that we do not blindly obey the customer without principles, but take the overall situation into account based on understanding and respect of the customer. The Foundation is respect, true, not hypocritical. 5. Credibility In an oversupply market, designers are often faced with customer problems. For customers, if they want to accept a new company or the company's market reputation, this requires designers to cooperate and develop their expertise in all aspects. The most important thing is to make the customer happy to accept the trust that a designer has on him, requiring the designer to take actions that trust the customer. The two sides are not only temporary transactions. In this way, customers can enjoy making active advertisements for you and bring more source of repeated customers. 6. Understanding People who talk about it may not be able to become good designers, because such people tend to indulge in their own ideas and ideas, ignoring the real needs of customers, excellent designers will constantly inquire about the customer's needs, with delicate feelings and sympathy, judge the customer's real needs and meet the final deal. 7. Imagination Excellent designers should also have the ability to describe the company's prospects and imaginative presentations, which not only eliminate the rejection of households, but also bring satisfaction and self-confidence to themselves, and strengthen persuasion to promote the success of transactions. III. Basic Body language that designers should possess Eyes look at the other side, eyes stay on the other side of the eye. Distance from the other side of the elbow, the hand is naturally drooping or take information, tall chest upright, stable sitting on the chair, legs together, upper body a little front

Iv. shortcomings to be overcome by designers A successful transaction is actually the result of a series of negotiation techniques, experience, and policy support. Is a system project. Any problem in this project will affect other aspects, resulting in failure or incomplete success. Therefore, the designer must avoid any leaks. 1. Focus on reasoning Some designers are used to regionalization and rationalization. This will make the customer feel that their suggestions are not feasible and it is too difficult to achieve the goal. Therefore, cooperation or suggestions are often rejected. 2. Strong tone This will undermine the relaxed atmosphere of communication, enhance the customer's dislike, and make reasonable suggestions unavailable for discussion. 3. I like to refute it at any time. If the designer continuously interrupts the customer's conversation and disclaims each objection, the designer will lose a chance to discover a real objection within a short period of time. Such a counterclaim does not include a proposal for proposal, the counterargument is just a temporary pleasure, which may cause the customer to get angry and interrupt the conversation. This is a pity for both parties. 4. The conversation has no focus If your conversation is not focused on reality and customers cannot perceive or perceive your requirements, they will not be able to talk about it. Therefore, presenting the key points during the conversation can help you succeed. 5. A compliment To treat customers, we must be honest and sincerely agree with their correct judgment on the market. If we make a flashy compliment to sign the order, it will reduce the credibility of designers and companies, the consequences will also be borne in the future. V. explore our customer groups and consumption Psychology (1) Select a customer base in a market segment Consumer requirements are diverse. A specific design scheme or price cannot meet the requirements of all consumers. This requires customers to be divided into several types based on the results of the market survey to discover and master the customers. (2) customer type and consumption Psychology 1. Customer type A. Analytical and Rational consumers When selecting a company, such customers are often more rational and will weigh from many aspects. Considering various factors, they will often consult many companies to fully consider the price, quality, service, and affordability, then decide whether or not to work with you. B. Autonomous consumer This kind of thinking style, behavior habits, and preferences are relatively fixed, very insightful, and usually do not care much about external influences. If you are interested in your company, you will not generally run away. C. Performance-driven consumers Such people usually like novelty and high-end things, so they don't have to spend a lot of money to show their status. E. Goodwill-hesitant consumers This kind of person has no opinion, sometimes does not even understand his own needs, and is hesitant to take actions. 2. Consumption Level A. For analytical and Rational consumers Generally, most working-class employees have high quality, service, and low price. We need to highlight the company's advantages, help them analyze their own situation, analyze the company's advantages, and eliminate their concerns. B. For autonomous and control consumers The preferences of these people are relatively fixed. They usually have special requirements for design, aesthetic requirements, or engineering quality. During the negotiation, the requirements should be cleverly combined. These people are usually very professional in some aspects, such as art and architecture. C. For expressive and impulsive consumers The general requirements are relatively casual, and there are few questions. I don't want to show that I don't know anything about home decoration. I can exaggerate it. stimulate and other ways to highlight the uniqueness of our company, to stimulate its desire to pursue novelty and high-end, and to guide consumption to complete transactions. D. For friendly and hesitant consumers We can publicize the company's characteristics and understand what they do not understand. Through horizontal comparison of the company, we can think of what they do not think, so that they can see the value of cooperation with our company, interest, as his assistant. (3) factors affecting cooperation with customers 1. price, quality, service, and enterprise visibility. 2. Consumer Psychology: preferences and income. 3. Social Factors: family members, close friends, colleagues, neighbors, etc. (4) the entire transaction process and precautions in each environment 1. complete a transaction Customer visits. Preparations before negotiation, Handling Objections during negotiation, and completing post-transaction services. 2. Telephone response skills (consultation or feedback) Polite terms, tone, tone, speed of speech, careful listening, affirmative answers to fixed items, and flexible answers to uncertain items. 3. consultation and communication during initial contact A. Negotiation knowledge required by designers First, you must understand your company status and relevant departments. The second is to grasp the characteristics, development goals, technological processes, and benefits of the company, the professional knowledge of the decoration industry, and the operation of the company, determine our position in the same industry, the extent to which the entire market accepts our company, who our main competitor is, and where the advantages and disadvantages of both parties are. B. Investigation of transaction objects Measure the test taker's knowledge about the customer's natural conditions, such as name, age, marital status, occupation, hobbies, background, economic status, and family status. Learn about family members' preferences and behavioral habits. C. Try to imagine all kinds of problems that can be encountered during the negotiation and negotiate with each other face to face. 1. Overcome communication barriers and effective communication skills Make careful and comprehensive preparations before the negotiation, act on your own, start with appropriate topics, and objectively understand the customer's needs to avoid subjective judgment on your own ideas. Select the reason for the transaction and emphasize that choosing our company is value-for-money, so as to avoid non-purposeful introduction; Strive for the customer's approval and avoid "Qu ke"; Be honest * to avoid false reports of exaggerated information; show your interest and enthusiasm, and avoid not caring. Ask questions with inspiration, take the initiative, and provide multiple choices. 2. Negotiation Skills Zhiyou (the company and its own analysis and understanding) Zhiyou (the motivation of the customer's behavior analysis) to identify the relationship between the two parties (the need and hidden matters, and establish a win-win situation ). 3. Eight preparations before negotiation A. Preparations before negotiation. B. Set up major objectives and prepare contingency methods. C. Ask enlightening questions and gain an in-depth understanding of the truth. D. Take the initiative to turn customers' problems into their own problems, and turn those that they oppose into positive interests. E. Introduce the benefits. F. Objection payable. G. Create an elastic space. H. achieve the goal. Out of the strain method, select a few of them, to be prepared. D. if conditions permit, try to set a time and place for the meeting with the customer first to avoid wasting time. E. Pay attention to your appearance before the meeting, arrange your hair, and dress properly. VII. grasp of negotiation scenarios The opening remarks are based on scenarios. Do not stick to them. Do not bother with the customer's inquiries. Do not exaggerate the remarks. Pay attention to the expressions of the other party, language, and physical language. Understanding the customer's psychology, and answering the established principles must be affirmed. In the negotiation process, we should promptly join in some topics that bring my personal feelings closer, be good at creating opportunities for ourselves, seize opportunities, complete transactions, and control the advance and retreat, leaving room for the next conversation.

How Designers talk about customers 4 8. How to handle objections The objection is that the customer objected to the design scheme or the company's system and price for some reason. However, this does not mean that the customer will not cooperate with us, but simply expressed that there are still some concerns, and the ideas and things are not satisfactory. There are two main methods to handle objections: 1. reduce the chance of an objection In the negotiation process, we objectively understand the customer's needs, provide multiple choices, emphasize value for money, and strive to get the customer's acceptance with the honesty and enthusiasm shown by ourselves, avoid any objection. 2. Valid handling of objections (1) attitude towards Handling Objections Ease of mood, no excitement, sincere attitude, pay attention to listening, repeat questions, answer questions with caution, maintain goodwill, respect for customers, and flexibly cope with them. (2) method 1 When the customer raises an objection, finds out the dissatisfaction of the other party, puts forward the correct viewpoint, and actively lists the advantages of the company to compensate for the disadvantages. The specific methods include: A. Question Method If you disagree with the customer, you can directly ask why. B. Right ...... However Accept the opposition of the other party, and then convert it into a counterattack. C. Example If you disagree with the customer, reference the instance to describe it to relieve your worries. D. Deaf ears Instead of taking the other party's words seriously, it transfers the topic. E. Data Transfer Method Focus the customer's attention on materials and other sales tools. F. Negative Method Deny what the customer says. G. Echo Method Just like an echo, Let us repeat the recipient's words once. (3) method 2 A. Price quoted The quotation is different from that of other companies, and the real value for money is exactly what the other party needs. B. Quote competitors Emphasize the accuracy of your company's quote, not comparable to other companies. C. satisfactory quality and Post-service Emphasize the company's commitment, and bring new feelings and benefits to customers. D. Restricted by discounts Tell the customer about our preferential policies. E. You have never heard of your company Tell the customer about the scale of our company's power, and emphasize that the company's popularity is not noticed by the customer. F. Stick to your own opinions. Designers should show a modest attitude, praise each other's opinions and achievements, and then explain their opinions step by step to achieve the purpose of successful negotiation. G. Do not make a definite answer Designers can directly ask questions related to the introduction, until they get an answer, or ask the customer questions that are irrelevant to the transaction and the customer is willing to answer. When the customer is interested, you can take the opportunity to return to the transaction issue. H. Stay for the next time The designer can ask the customer to think about the problem and discuss the matter later, or ask honestly, what is the failure? What does it mean to fail to satisfy customers? Sometimes unexpected successes are achieved. I. have decided not to cooperate In a very regretful tone, I hope the other party can consider it again, emphasize the benefits of the company to the customers, and cooperate with the customers at the right time in the future. J. Explore new customers If you do not want to work with your own company, you can also find new customers from other sources. The customer's channel for introducing customers is also the secret to your success. 9. Complete the transaction The signal of successful negotiation. All negotiations are for the purpose of making a deal. Designers should pay attention to grasping the customer's response signals and making a deal in a timely manner. 1. After the designer gives a detailed description of the solution details, quotations, and other information, if you see that the customer suddenly looks focused and shows a serious look or silence, the designer should promptly ask about the deal. 2. After hearing the introduction, the customer suddenly became nervous or changed from nervous to smiling, indicating that the customer was ready to make a deal. 3. After hearing the introduction, the customer will look at each other and exchange their views through their eyes. The deal should be terminated at the right time when you look for advice from others. 4. After the introduction, the customer will tighten the forward body * the chair back, gently spit out a breath, eyes staring at the documents on the table, then the designer should promptly deal with the deal. 5. When you discover that the customer shows a nervous behavior, such as holding his hair, licking his lips, and blushing face, it means that the customer's inner struggle is under intense conditions, the designer should understand the customer's worries, so the deal will not be far away. 6. When the customer * is sitting in a chair and looking around, his eyes suddenly look straight at you, it indicates that the constant determination has been made. 7. When the designer is introducing the product, the customer starts to calculate the fee when asking for details and reading the materials, not far from the success of the transaction. 8. When the designer is introducing the product, the customer is excited like a child or nodded frequently, indicating that the customer has decided to make a deal. 9. If customers who have been talking about it before start to ask related questions and discuss them actively, it indicates that the customer has been satisfied with the deal. 10. If a customer who listens attentively to a few words asks about the payment, it indicates that the customer has an intention to make a deal. 11. If the customer looks down and shows confused, the designer should introduce and demonstrate more details to conclude a transaction. 12. After the designer's introduction, the customer accidentally pulled the chair. Or when you drink the water you have prepared for him, it also indicates that the customer has prepared a deal. 13. When the customer wants to establish the Price and Payment Method in terms of language, asks the company's service to compare with other companies, and seriously talks about money, he also says: the customer can discuss the deal with the customer when the customer is still asking about the key points. 10. behaviors that impede transactions 1. Panic When the deal is approaching, the designer shows slight sweat on his forehead, trembling, and so on. The nervous action will make the customer re-question and worry if the customer loses confidence. Then you will lose the customer's trust and orders. 2. It is useless to say more. Since the transaction has been prepared, it indicates that the customer's objection has basically been satisfactorily explained. In this critical moment, we should exercise caution and keep in mind that silence is gold, so as to avoid the customer's failure due to any opening, the transaction fails due to a new objection. 3. Control excitement When a deal is made, it is very important to be angry with the color. A smile at this time will make the customer feel bad. 4. Do not make a negative statement. At the moment of the deal, we should send positive messages to the customer to sign the contract in a comfortable mood. 5. Just accept it. Do not talk with the customer for a long time after the deal, to avoid long night dreams. 11. Completion Method 1. Directly complete the process Determine the Detailed payment method. 2. Solution completion Please select one of the solutions. 3. Reward-based completion Provides additional benefits so that the other party can take immediate action. 12. After-sales service The transaction was successful, but later Service designers should always implement it. Summary Transaction negotiation is a system project. The designer cannot help but summarize the reasons and experience for success. This may be a successful event by accident or isolation. After each transaction is completed, the designer should make the following summary: 1. During the negotiation, do I know what the customer needs and does not need? 2. During the negotiation, do I want to make the customer know myself and the company's situation. 3. Have I obtained intelligence from competitors during the negotiation. 4. During the process, do I pay too much attention to the private relationship with the customer. 5. If you fail to discuss the cause and crux of the failure.