Chapter 16 Chapter 15 Service, attitude is the most prominent label

Any enterprise, even a manufacturing enterprise, should be accompanied by services while selling products.Especially for the service industry, service is particularly important.A bad service attitude will inevitably have an impact on the turnover. If the service quality is improved, repeat customers will naturally increase, which will naturally increase the turnover.So, what do companies rely on to demonstrate service quality?The answer is service attitude.A good service attitude will make customers maintain a very good psychological feeling from the moment they contact you, and they will not help but pay for your service, and will come to patronize you next time, and will tell him that he knows you Man your service is good.

Psychologists believe that enthusiastic people are liked because the quality of enthusiasm contains more personal content, and it reminds people of other good qualities and characteristics related to it, which is the reflection of the "halo effect" .Once we are attracted to enthusiasm, we perceive enthusiastic people as genuine, positive, and optimistic.Enthusiasm infects our emotions, brings us a wonderful state of mind, makes us feel happy and excited.Enthusiasm can bring luck, because people love enthusiastic people, are tolerant to them, and easily satisfy their requirements. That being the case, in order for customers to meet your requirements, of course you have to learn to infect them with enthusiasm.Service is first of all a matter of attitude, and attitude must first be enthusiastic.We need to infect customers with enthusiasm so as to resonate with them.Then use non-material services, such as correct etiquette, friendly and professional advice, valuable information, perfect after-sales service, shopping fun and satisfaction, etc., to leave a deeper memory for customers.

business with passion Ayers McKay runs a company that rents out cranes to construction contractors.Once he met a customer who had a prejudice against the salesman and liked to lose his temper.Ayers McKay heard that another salesman in the company had met with the contractor, Smith, twice, and Smith refused to listen to the salesman's explanation.But Els McKay, the boss, insisted on seeing Smith once. He recalled the experience: "Mr. Smith was losing his temper again, standing in front of the desk and yelling at another salesman, blushing like a tomato. And the poor salesman was shaking all over. I don't want this to happen." This sight intimidated me, and I wanted to show my enthusiasm. I walked into his office and he said gruffly, 'What do you want?' Before he went on, I smiled, calmly. The voice and the most enthusiastic manner said to him: 'I will rent you all the cranes you want.' He stood behind his desk without speaking for 15 seconds, looked at me with a very puzzled look, and then said: 'You sit here and wait for me.' He came back an hour and a half later and said, 'You're still here.' I told him I had a very good plan for him and I had to present it to him Then we left. We ended up with a one-year contract and we could do more business later. I think it was passion that made it happen."

Enthusiasm is transferable.If your mentality is negative, the mentality you pass on to your customers must also be negative; on the contrary, if your mentality is positive, the mentality you pass on to your customers must also be positive.Therefore, enthusiasm is not only a state of mind, but also a "method" of sales.Enthusiasm can be naturally revealed in your speech and behavior, manifested as diligence, determination, self-confidence, sincerity and all the beautiful words you can imagine.You can infect your customers with enthusiasm and dissolve their apathy and irritation. You can definitely feel the difference yourself when you speak with a smile versus with a stern face.This is the simplest truth: when dealing with customers for the first time, only with a smile between two strangers can customers appreciate your enthusiasm in the shortest possible time.A simple hello, a sincere smile, even if you just pass by, strangers will fall in love with you.Smiles are more welcome than chattering polite words, nodding with a smile, greeting with a smile, talking with a smile, even an indifferent customer will like you.Therefore, at any time, you should maintain a warm and proactive attitude towards customers. According to different situations, you should greet the customers who come to you in a timely manner and introduce them proactively, so that they can accept your recommendation in a pleasant atmosphere and facilitate the purchase.

It should be noted that warm introduction is the performance of high-quality service when customers need it; however, if over-enthusiastic service becomes kitsch service when customers don’t need it, it will make people feel embarrassed or disgusted. . Passive people tend to let their environment get the better of them.They often assume that they cannot affect the environment and see themselves as victims of existing conditions.When hit and the slippery slope, they always find a scapegoat.For example, times of declining sales, or a deteriorating economy could be cited as one of these excuses.Unbeknownst to them, negative thoughts about their abilities and circumstances narrow their circle of influence.All they can see are obstacles, and nothing but obstacles are obstacles, and cannot be crossed.Focusing too much on obstacles instead of future challenges can lead to passive marketers being driven by the environment.

In contrast, proactive people do not allow their circumstances to influence them.They focus their time and energy on thinking about the things they can influence and change.A proactive marketer will always try to find affordable alternatives that consumers want, rather than bemoaning the deteriorating economy.Those who think proactively often think that behind obstacles must be opportunities.In this way, of course, a way out can be found. Maintaining a proactive attitude will eventually enhance the ability of the company to influence the environment, and the opportunities to influence the market will be greatly increased.In addition, because of the proactive attitude, the company's business is bound to get a good development.It is precisely because of this proactive attitude that Microsoft has been able to continue to succeed.

It is clear that continuous innovation is the key to Microsoft's success.This fast-growing company has expanded from its original business (Windows operating system, Office application software, system software) to existing new business (Xbox, Internet networks, business software and programs for telephones and handheld devices). Launched a breakthrough product, Vista, as the latest successor to Windows.Like other successful companies, this company never sits back and waits for competition, but always actively creates markets and develops innovations to eliminate obsolete products.For all the ambitious software products developed by Microsoft, no one knows how it will end up before it succeeds, but Microsoft is always very positive and optimistic.And that's the simple truth it tells us - be proactive, not reactive.

In fact, no one will force you to change your passive attitude.However, you must keep in mind that if you do adopt a passive attitude, it will mean that you are competing with the past.You have to remember that what you did yesterday does not guarantee your fate tomorrow morning or a week from now, a month from now, or even the next two to three years.You may have been an established market leader yesterday, but tomorrow morning your company may be crushed by change.If a marketer is to be proactive, he does not allow himself to be limited by what has happened and given market conditions, he must be able to foresee the future.And by adopting proactive attitudes and behaviors, we can move away from existing systems that have become inflexible.

Be proactive to turn defeat into victory A small company has just been established. When the boss and salesman visited the customer for the first time, a young engineer told him regretfully: The power department will soon purchase a batch of servers in the form of public bidding, but because your company has no I have contacted you before, so I did not include your company in the bidding list.In addition, the deadline for issuing bids was a few days ago, and the suppliers who got the bids have already started to make bids, and the bid opening time will be three days later.The engineer went on to say: This is our first procurement, and we will invite bids soon, and you are welcome to bid then.There are people coming and going in the office, and after the client finished speaking, he went back to his seat to greet other people.

He left the client's office and started calling friends in the local IT circle to find out about the project.As soon as my friend heard about this project, he advised him not to do it. The software developer for this project has already been selected. Not only the software has been developed, but also the pilot project has been done successfully. This bidding is to fulfill the procedure. But stubborn, he decided to give it a try no matter what, so he tried to get the phone number of the software developer, and called the general manager of the developer to discuss whether it was possible to recommend his product. The general manager of the developer was very polite. His request was flatly rejected: the software development had been based on another company's hardware, and the tender had already been written.His attitude is very clear: not this time, welcome to talk, and we can cooperate in the future.

All doors appear to be sealed shut and the deadline for the client's RFP has passed.Even if we try to get the tender, the key software developers are unwilling to support it, almost none of the customers are known, and the time is limited.Besides, to make a tender, he needs to pay a lot of money. He needs to fly an engineer from Beijing immediately and ask the engineer to make a quotation, a contract and a high-quality tender.If he gave up at this time, no one would blame him. But he did not give up, turned around and went back to the client's office, came to the client's seat, hoping that the client would give him the tender.The engineer said, I have no problem here, but you must get the consent of the leader, and the leader will hold a meeting in another city in the province.He immediately dialed the mobile phone of the leader, who said he was in a meeting and asked him to call later. Without any hesitation, he decisively came to the long-distance bus station and took a bus directly to the city where the leader was located. After getting off the bus, he went straight to the hotel where the leader stayed.It was already noon, and the leader was taking a lunch break.He pushed open the concealed door and introduced himself, stating that he hoped to send the bid to himself.No one would like to be jammed into the room during the lunch break for "forced" sales, and the leader's face is full of anger.He kept apologizing and explained to the customer leader: He also knew that this was not good, but he flew over from Beijing on purpose, and his company is very experienced in this field, which should be helpful to the customer's project.Because of his sincerity, the leader gradually forgave him, and he agreed to send the tender. Although winning the bid, it only means that there is an opportunity.So he asked the engineer in charge of writing the bid to fly over the next day.His idea is to treat a dead horse as a living horse doctor, and it doesn't matter if you lose. At least you can mix people and faces in the next bidding.The tender must be perfect, even if you die, you must die beautifully, at least you have worked hard on your own initiative. At this time, there were only two nights and one day. After they arranged the division of labor, they started to act.Three days later, they finally handed over three beautiful tenders to the Power Bureau.In order to be able to win this order, they offered the lowest price they could afford.On the day of bid opening, all the manufacturers gathered in the client's meeting room, where the bidding was conducted.The other bids were quickly settled, but when discussing this bid, the time was very long, and they waited until the evening.Finally, the client announced that they had won the bid. A positive attitude is crucial to product promotion and order signing.The biggest commonality of successful salespeople can be summed up in one word, that is attitude, a positive attitude towards work, products and customers.Because of being proactive, in any unfavorable situation, when facing failures and setbacks, I try my best to find the positive side it brings, and invest a lot of time, energy and enthusiasm.Once you are actively invested in the process, you will be rewarded for accomplishing your goals.Your reward may be the sense of accomplishment that comes with a successful sale, a check with a generous commission, or the lifeblood of your business. The first step to successful marketing is to actively and effectively lead customers.Getting customers to focus on your products, services or promotions in the shortest possible time is the key to marketing success.You must be able to guide customers in verbal communication with customers, let customers say the information you want to know, let customers ask questions you want to answer, let customers be influenced and infected by you unconsciously, and infect customers to you Generate interest and confidence in products and services, guide customers' decision-making thinking, and guide customers to generate purchasing needs.In the entire marketing process, using your positive attitude and actions to guide demand, create demand, and meet demand is a great trick to win orders.Because whenever you create demand, you create opportunity. Well-known marketing management expert Terry G. Valla pointed out based on his research results for many years: high-quality customer service is the real reason to promote purchase.You can disagree with his conclusions, but you can't deny the tremendous value of customer service. Some salespeople have such a wrong idea about customer service work: My job is to persuade customers to sign orders, and the work of providing services to customers should be undertaken by specialized customer reception personnel or after-sales service personnel in the enterprise.The reason why this concept is wrong is that with the development of the economy and the progress of society, consumers today are smarter and more rational than those in the past, and it has become their priority to obtain better services during the purchase process. One of the needs.What's more, the competition situation is also becoming increasingly fierce. In today's increasingly serious product homogeneity, if you can't provide customers with better services, customers will not be satisfied, which will lead to your sales failing. It can be said that if the salesperson ignores the role of customer service in the process of selling products or services, and customers do not feel any value other than the role of the product or service itself in the purchase process, then once competitors provide better services At that time, customers will immediately turn their attention to your competitors, and it will take more time and energy to continue to develop new customers. In the end, you will suffer double losses. In the sales process, whether it is the customer reception staff or the sales staff of the enterprise, it is incumbent on them to assume the responsibility of providing services to customers.The greater the sense of responsibility of the internal employees of the enterprise, the stronger their customer service awareness, and the more adequate services customers get in the process of purchasing products, so as to bring customers a more satisfactory shopping experience.Only by providing high-quality services to customers in the sales process can the sales target be achieved on the premise of customer satisfaction. So, what does it mean to improve quality service for customers?Enthusiasm and a positive service attitude without necessary service skills are not enough to satisfy customers. For this reason, salespeople should also master some service skills, such as demonstrating product functions, guiding customers to use, providing necessary information, and appropriately Solve the urgent needs of customers and so on.Of course, all service skills must be tailored to the needs of customers. Only in this way can the entire sales communication process be actively promoted. Attentive service has the opportunity to get more A customer walks into a washing machine specialty store, and he sees several people looking around a new washing machine, and the salesperson is demonstrating the various functions of this washing machine.Seeing the customer coming in, the salesperson raised his tone and said: "Sir, you can also take a look at this washing machine. If you want to see other types, I will introduce it to you later." The customer took a fancy to another washing machine. At this time, the salesman came over and said softly: "I'm sorry, there were too many people just now, so I didn't bother to introduce you. Do you want to know the characteristics of this washing machine?" During the introduction process, seeing the customer put the bag on the coffee table next to him, the salesperson immediately reminded: "There are people coming and going here, sometimes someone takes the wrong bag, or I will help you put the bag in the cabinet first. Let's go..." Later, when he learned that the customer did not bring enough money and there was only one washing machine left, the salesperson suggested: "I will use the wages just paid today to give you the rest of the money, and then When the staff deliver the goods for you, you ask them to bring it back for me..." High-quality service itself is a kind of value-added to the products sold, and modern consumers have paid more and more attention to value-added services other than products.Although good customer service may not necessarily bring success in every sale, it can definitely create opportunities for your follow-up communication.The service in the sales process should focus on good customer perception, so it is best for the sales staff to provide customers with services based on the psychological needs of customers.The better and more considerate you are of the service you provide to your clients, the more impressed they will be with you. As a salesperson, you face pressure from various aspects almost all the time. It seems that there are always some salespeople who are worried that they will lose existing customers, reduce sales performance, be preempted by competitors, and customers will repeatedly ask them to make concessions.How to change the predicament?How can I get more out of myself?If salesmen can work harder than others, give customers more care, allow customers to enjoy more services, express more compliments to customers, and spend more time studying customers' needs, then the salesmen's harvest will definitely be will be richer. Some people believe that giving more doesn't necessarily mean getting more.It is true that giving and receiving are not always directly proportional, but there is one point worth everyone's attention, that is: there may be no gain if you pay, but if you don't pay, there is no possibility of gain forever. We need to always keep in mind at this point. It is actually a very simple thing for a person to believe another complete stranger. It may only need a word, a look, or an action.But if a person goes from believing in a person to not believing in him, it is actually very simple, and it may also be because of a word, a look, or an action.Therefore, in the process of interacting with customers, words and deeds must come from the heart and be sincere. Customers are resources and the basis for the survival and development of an enterprise.If you have customers, you have the lifeblood of your business.In daily work, treating customers with sincerity is to treat yourself and your business with sincerity. How is it to treat customers sincerely?In fact, it is very simple. When a customer encounters difficulties, extend your sincere hands, take the customer's business as your own business, and actively help the customer to share their worries and problems; Send your blessings to make customers feel warm.When customers see your sincere smiling face, what is more is moved and kind, what is less is strangeness and distance. Only by treating every customer sincerely can we carry out our work better.If you can sincerely consider your customers as much as you treat your friends, then your business will definitely develop faster and better than you imagined. Sincerely let customers become friends Wen Ya has lived in a loving family since she was a child. Due to her personality and her own experience, she always treats clients and colleagues with love and sincerity, and helping others succeed has become her motto.Although the shopping mall puts profit first, she believes that only by better communicating with customers can the company obtain the most effective benefits. Once, her company took over an IT planning project, and the client planned to reorganize the organization. Logically speaking, this was not within the scope of their project, but based on her work experience, when she learned that there were still some gaps in their plan, Zhou Quanshi couldn't help but send a letter to their chairman, telling him his thoughts for the other party's reference.This is easy for her, but it is related to the long-term development of the company for customers.This kind of sincerity has won her the trust of one client after another. Now, her clients actively refer her to new clients.Once, an old client from Beijing called. His friend was looking for a consulting company due to the company’s development needs. He took the initiative to invite the other party to dinner, and helped her develop introductions, and even later he called when he was on a business trip abroad to care about whether the project was negotiated.She is really grateful to her client, but the client's reason is: she is not only my client, but also my friend. Even if it is not within your scope of responsibility, you can help customers solve their worries with a little effort. Will you do it?If you think it's none of your business, then of course you're right, you're just missing out on a great opportunity.If you can put yourself in the shoes of your customers, do your best to satisfy them, and treat them like friends and relatives, always thinking about them, then this kind of sincere dedication will make you feel happy and at the same time, there will be good results. s return. Regarding sincerity, there is one more key point - don't make promises lightly.If your computer system took 3 months to install, don't lie about 4 weeks just to get an order.Broken promises like this can often get on your nerves, so it's best to be honest with your client. Sometimes, it is impossible for even the most professional salesperson to answer all the questions of customers.In this situation, you can say bluntly: "Sorry, I can't answer you right now, but I will look up the answer when I get back and call you back soon." Remember, if you always explain this way, That means you are not prepared enough.However, this kind of frank answer reflects your sincerity, which is much better than telling lies and perfunctory your customers. Time permitting, you'd better start looking for answers right away.For example, when a customer asks you about a car gear that you are not familiar with, you can say, "Let's go to the experts now." Then, you take him to an auto mechanic, let him ask the question and get the answer in person . Being true to others means being responsible to yourself.You should know how to abide by this simple principle: You can be tactful, but when it comes to matters of principle, never be dishonest.Only by treating customers with sincerity can you gain their sincerity and your own business can be developed for a long time.