Communication skills are considered one of the most important issues for sales staff (NVBH) and customer service staff (CSKH). This is also the skill that helps NVBH & CSKH to easily work with customers and close deals for businesses. Although communication skills are not immutable, the following 5 principles of communication are the important backbone for this issue. Let's find out the details right after!
1. Attitude towards customers
Attitude is the first important thing when customers contact a sales staff & customer service, this is also the deciding factor for your victory in conversation and negotiation.
According to research, when products on the market do not have many differences, customers will evaluate and choose to buy based on emotions. They will choose the brand that they feel more secure with. Customer satisfaction with the brand does not only come from the product but also from the service, so the difference in service will be main key help businesses attract and retain them.
Sales and customer service staff are the bridge between the business and the customers, representing the business. When sales and customer service staff maintain a good, thoughtful and enthusiastic service attitude, customers will rate the business's products higher, easily buy the product and come back next time.
Keep these basics in mind:
– Always smile and greet customers when they arrive and say goodbye when they leave, whether they buy anything or not.
– Willing to answer customer questions with enthusiasm
– Help customers wholeheartedly when they have difficulty understanding the product.
– Complaining customers need to be listened to, angry customers need to be soothed.
– Each employee is a representative of the business, so they have the same responsibility to care for and help customers. They must not shirk responsibility and abandon customers or ask customers to find help themselves.
2. Respect customers
When you respect your customers, you earn their respect in return. So keep these small things in mind when communicating with customers:
– Address customers politely with subject and predicate. For example: “How can I help you?” instead of “What do you need?” or “What product do you need advice on?” instead of “What do you need?”
– Smile sincerely instead of being superficial
– Be serious when talking to customers and focus on the story you are telling them.
– Do not discriminate against customers whether they buy or not, whether they are the business's target customers or not.
– In particular, remember your customers' names even if they don't care who you are.
3. Understand customers
Understanding customers does not stop at knowing which products they are interested in, but also about: personality, preferences, needs, financial situation, channels that connect customers with your business, etc. Understanding customers' preferences helps you find common topics when communicating with them, and at the same time understand their requirements for products; understanding their financial situation so you can advise customers on products that fit their budget, etc.
The more you understand them, the easier it is for you to have accurate consulting plans and take care of customers more easily. To do the above, sales staff and customer service staff must really care, be open, and "curious" about their own customers.
4. Always care and help customers
81% Customers were asked when they abandoned a purchase because the sales and customer service staff were unwilling to help or did not pay attention to their needs. For example: A customer wants to buy a fuel-efficient, small-sized motorbike at an affordable price to easily move around in a cramped city, but the salesperson introduces a new model that is not suitable. Or while the customer cannot choose between too many products on display, the sales and customer service staff are indifferent to their difficulties.
"Attitude" over "level", customers easily abandon businesses because they have many choices in shopping and consumption. Small dissatisfaction, indifference of sales staff & customer service will easily make them leave the business and go to competitors. Therefore, always remember: be ready to help customers when they need, they will definitely remember you.
5. Create attraction and lead customers
Understanding customers, “scratching the right itch” of customers along with a skillful, comfortable, non-stereotypical way of speaking will create attraction for them. Through that attraction, skillfully guide and introduce what problem your product solves for customers, how it is better than competitors’ products and especially how your product meets all the requirements, desires, and preferences of customers.
You should also provide specific, clear examples to prove what you say about the product. Or give customers the feelings that previous buyers have rated your product. This helps customers have more reviews, making it easier to make decisions.
The skill of attracting and leading customers requires sales staff and customer service staff to have a good grasp of the previous 4 skills. Therefore, training a team of customer service staff thoroughly is extremely important and difficult so that sales staff and customer service staff can easily perform their jobs.
If your business is still struggling to find a solution for training a team of professional customer service staff, the "Customer Service Training Course" from Bellsystem24-Vietnam will be the top choice for your business.
With over 13 years of experience in Sales and Customer Care, Bellsystem24-Vietnam not only has a deep understanding of expertise and professionalism but also understands the difficulties that sales staff and customer service staff encounter every day when working with customers. Therefore, we have systematically built and developed basic and advanced training courses for all employees working in the field of Business Processes and interacting with customers. Through professional knowledge combined with practical operations, the results are proven by the quality of more than 4,000 Bellsystem24-Vietnam employees over the past 11 years.
