Li Xinglong: A brief analysis of communication skills in network sales

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With the rapid development of the Internet, E-commerce has accelerated the pace of development. In the online consumer groups are growing, see the prospects of e-commerce development of many people, however, is going to small businesses on the internet a number of friends. From the E-commerce platform, the current scale of the largest, most users also have to count Taobao and Alibaba. In fact, no matter what platform we use, as long as the use of IM (instant communication) software to communicate with customers, we should recognize how to communicate with customers through the network is a very important issue, because network sales are generally divided into two major steps:

The first step: marketing, promotion

Marketing and promotion of many friends will be confused, in fact, the promotion of the work and purpose is to try to make the most people understand our activities or information, regardless of the final volume, as long as a certain coverage of the completion of the work. The purpose of marketing is to promote and improve the visibility of the premise, to achieve a certain sales or sales is the ultimate goal of marketing. Here we do not consider the promotion and marketing methods and methods, to see the relevant information, please search "Li Xinglong" or login Li Xinglong official blog.

Step two: Communicate with customers

After the first step of hard work, the next job is to sell customer service and customer conversation process. While this may be a simple conversation or consultation, these simple dialogues or counseling often play a decisive role in sales. Through the network to sell products, and customer communication is a very skilled work, the following to introduce a few skills and ways:

1. Use exclamation words in communication

Usually we talk with friends or customers face-to-face when you can through a smile, action, tone and other ways to understand each other's psychological state changes, it is easy to know that each other is angry, happy or joking. But in the process of network communication, because we can not see the other side of the expression and action, can only be expressed in words, if we still talk in accordance with the usual way of talking on the internet, may get some unexpected effect. Here's a simple example:

Customer: Hello, does this dress have red?

Customer Service: No

Customer: Can I have this dress cheaper, please?

Customer Service: This is the lowest price, can not be cheap.

In the short dialogue above, if meet the mood is comfortable or don't care about the customer looked at the heart is not feeling, may reluctantly because the price is relatively low, especially like this commodity and other reasons "forced" decided to buy the goods, but similar to such a communication method can be completed two times sales of not much; If you encounter some bad mood, the language is more persistent customers will feel very uncomfortable, because such answers and services give people a "stiff" feeling that you are not communicating with the heart, some customers may prefer to buy elsewhere, even if the price is a little higher elsewhere.

So how do we solve this problem? The simplest way is to use more exclamations. For example, "Yo", "ah", "yes", "yes", "ah", "ah" and other words, in addition, Taobao used the most of the word "pro" is also our essential name. Here we try to add a reply to the customer service and exclamation words, compared with the original answer is different:

"Pro, this is the lowest price, no longer cheap Oh!"

Although this answer is not the best, but with the original recovery in contrast, has increased the emotional color, even if the customer can not be face-to-face with the sales staff, as long as we are able to properly use this way to communicate with users, it is easy to let customers feel that this customer service is polite, and it is easy to close the distance, As long as the distance between the two sides, we have to do anything easy. Of course, this method is also a hypnotic type of sales of a way of communication. Tips: This article by Li Xinglong original, to see more articles, please search: Xin Rong.

2, more use of expression in communication

In the process of communication with customers, whether using QQ, MSN, TM, want, or other online communication tools, there is a chat expression library, we can talk in the process of appropriate use of chat expression to increase customer goodwill to the sales staff. But we need to pay attention to, can not casually send some chat with the theme does not match or unsightly expression, more can not flood the release of expression, if each reply to use the expression, the other side will feel that we do not take heart, and even affect the sales staff in the eyes of the customer image.

3, communication and more use of "Seduce law"

We are in the sales process, many times we will encounter want to buy, but have not decided where to buy customers, such customers are our potential customers, so we are absolutely not let go, then how should we "seduce" such customers in our shop consumption?

It's easy to deal with this type of client if we can "stimulate" it properly enough. For example, if we know what the customer really wants but are still thinking about, we can try to say to the customer, "the last two pieces of this product are left!" Or "The product is in the promotion phase, now buy a small gift" and other words, this time most customers will have a sense of confusion, and probably decided to buy immediately. However, when we use this method, we must pay attention to the use of the appropriate time, the use of inappropriate or frequent use will make customers annoying.

Also some customers may be due to hang out and counseling, treat such customers we can start from understanding the topic of customer intention, do not blindly instill the benefits of goods or shops, as long as the actual intention to understand the user, we can recommend the relevant goods, side or front of the customer demand, Use the customer's own needs to stimulate the customer's desire to buy.

No matter which method we use, we must also know that "customers never like to be ordered or to be indoctrinated". So we need to pay attention to these skills when communicating with customers. In fact, whether we communicate through the network with customers or chat between friends, you can use the above way to talk, although may be some superficial skills, but if you want to use good, but also need us to accumulate experience slowly.

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