A positive staff-customer relationship is critical to business success, so proper orientation and training are required by front-line employees, as a pre-requisite for achieving corporate objectives.
Communication Techniques include:
1. The Question Technique: To understand customers’ complaints, you need to ask questions. Asking open ended questions is a very powerful technique in winning the trust of customers, because it helps in identifying their actual needs, which is indeed the main essence of communication.
2. Active Listening: Everyone loves to be heard, and relationships can be destroyed or built on this simple technique. Active listening is being aware of what the other person is saying, by silently giving supportive clues, like a nod of your head or expressive eyes, and then verbally restating their concerns. Active listening creates customer rapport and helps you to better tailor your sales message to the customer's requirements.
3. Eye Contact: Good eye contact is an essential sales technique. It establishes credibility and good interpersonal communication between customers and the sales person.
4. Body Language: Great leaders are those who convey confidence and enthusiasm simply by their posture. This is why many companies employ the services of executive management consultants to conduct a variety of courses, including, important body language communication skills. For example, a welcoming stance is folding your hands loosely in front of you and giving your undivided attention. A relaxed, welcoming posture helps to form a trusting business relationship.
4. Voice Tone: Speak in a warm and enthusiastic tone, with a change in inflection to stress important points. A successful salesman should have the proper balance of emotion and energy.
5. Facial Expressions: Your feelings and thoughts show on your face, in particular your eyes and mouth. This technique according to communication professionals can help you with developing approachability through your smile and eyes.
6. Gesturing: It's good to use gestures to keep your sales message interesting, but do not overdo them. With proper orientation, you can apply the proper balance of gesturing with your hands, head, or eyes, so the listener will remain focused on what you're saying.
7. Avoid Negative perception: People have different backgrounds and experience, and often carry different perceptions. Therefore, in interpersonal communication, a sentence or a style of speech may be perceived in many different ways. A sales personnel cannot afford to have a negative preconceived idea about a customer, it may affect their business relationship, as they could be wrong in judging the customer, and would not be able to meet their needs.
- TSH Team
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