In the work, in addition to building a good relationship with colleagues and leaders, we also need to have a good relationship with customers, so figuring out customer psychology has become a necessary skill for many workplace personnel, so today's Meng Meng customer service outsourcing company The author wants to share with you today is the method of figuring out customer psychology, hoping to help you.
1. Learn to read words and colors
Observe visible signals, observe the other person's expression, and pay attention to the consumer's purchasing attitude.
German philosopher: "The face of man expresses exactly what he intended, and if he deceived us and we were kept in the dark, then we can only blame us for not seeing it". How can we tell if our sales are working?
1) Eyes: Whether the customer's eyes move with your movements, the products you display;
2) whether the customer's eyes want to be closed, or if they don't blink;
3) Expression: The corners of the customer's mouth are pulled back, or the mouth is half-open and half-closed;
4) Customers will change their expressions as your topic changes.
2. Accurately grasp the other party's mentality
During the negotiation, if the customer looks around and suddenly changes the topic, you have to be careful, this is the customer's rejection of your mentality; If he is next to the back of the chair, and often looks at the papers on the desk, he seems impatient. That is also the mentality of rejecting you; If the customer listens carefully to your explanation and nods his head in agreement, it is a sign that he is interested and you should seize the opportunity.
3. Gain insight into customer psychology from body language
1) The hands and feet are slightly open, and the whole body is relaxed, and there is generally the intention of accepting the other party;
2) Customers who stand still with a stiff body are mostly due to strong inner anxiety;
3) depressed, depressed, and less body movements, which is usually a manifestation of asking for others;
4) The more the body is directly facing the other person, the more goodwill it is;
5) Customers sometimes touch themselves, which is a sign of self-comfort.
4. Safety psychology
This is a common psychology of customers, and it is the process of customers from suspicion to trust us. So in this process, when customers raise questions, we have to answer them patiently. Perhaps it is a relatively naïve problem in the eyes of a professional customer service, in the case that it is not excluded that the customer is a novice online shopper. That is, you need to get the customer to approve of your answer, and if your answer is not satisfactory to the other party, it may lead to the end of the cooperation. Therefore, in addition to professional terms, it is also necessary to explain in a colorful way, not blindly replying mechanically.
5. Respect psychology
Customers have the psychology of being fully respected and valued, just like a person's status in society and family, in the process of being served, customers will want to feel respected and understood. If customer service can make customers feel valued enough, the transformation from ordinary customers to loyal customers is also completely expected.
6. Preferential psychology
In the process of guiding consumption, discounts and preferential activities often attract the attention of a group of customers. On the other hand, it shows that customers have a desire to get extra gains.
7. Show off psychology
Consumers show off their psychology, and in consumer goods, it is mostly manifested in the psychological components that products bring to consumers far more than the practical components. It is this kind of ostentatious psychology that creates a high-end market when China is not currently wealthy, and at the same time uses the show-off psychology to help gain access to the market in the context of the general lack of core technology in domestic enterprises, which is especially evident in fashion goods.
Why? Ladies love handbags, and some very wealthy ladies tend to buy handbags worth thousands or even tens of thousands of dollars in order to show off their strong ability to pay. At the same time, the domestic TCL and Xia Xin mobile phones, in the absence of core technology, in the competition with Nokia and Moto, the disadvantages are not particularly obvious, which through industrial design to the mobile phone fashion appearance modeling is indispensable. Therefore, for consumers, showing off is all about possession or appearance.
Regarding the method of figuring out customer psychology, the author of Mengmengke customer service outsourcing company will share it with you here today, and I will prepare more relevant content to share with you in the next issue.