The ability to communicate with customers is the key to a successful transaction


Умение общаться с клиентами – залог успешной сделки

Probably, everyone in the process of their working path at least once had experience of communicating with clients. And everyone knows how difficult it is to find a common language and an individual approach to everyone.

The initial stage of a successful transaction is a preliminary, detailed study of the customer's business and its competitors in order to understand what to offer the customer and at what price.

At the first meeting with a customer, it is very important to correctly present your company - to provide not only general information, but also real facts and achievements. This will increase the customer's credibility to you. Remember, you will never get another chance to make a first impression of yourself.

Here are 10 basic rules for successful negotiations

Not all clients are professionals in your field, because that is why they turned to you. Perhaps the person is a good professional in practice, but has no idea what it is called. Or vice versa - it has only a powerful theoretical base and speaks in an "incomprehensible" language. In each case, you must speak with the client in his language, i.e. with theoretical and practical skills, you must connect the client's imagination with reality. If you express yourself incomprehensibly to the client, he will feel like an idiot, get angry for this, of course, with you and is unlikely to want to do business with you. Or he will consider you an idiot, because. you can’t understand the “elementary things” that he has been trying to explain to you for an hour. And in fact, and in another case, it is hardly worth counting on a deal. Therefore, it is necessary to speak with each client in a “special” language.

Говорите с клиентом на понятном ему языке

  • Do not reach the level of the client

This rule is, in a sense, a contradiction to the first. If the client behaves indecently, uses obscene words, or vice versa - you have to squeeze every word out of him, you should not be like him - keep your face. After all, you represent not only yourself, but the entire company. Always respond politely and with restraint.

  • The client is not always right and you must convey this to him if this is true.

Often a client, being incompetent in any matter, will bend his line, considering his idea to be something supernatural. You should explain with reason that this is not the best idea, if so. After all, if the idea is really bad, then there will be no result, and who the client will blame - that's right, you. This can affect the reputation of your entire company.

  • Order where you do not have to overpay

Often customers complain that yours is more expensive than your competitors. In such a situation, you must explain to the client that you are a serious company, and that each process is performed by a qualified specialist. Of course, he can order a project from a student or a freelancer, who will do all the steps himself, and the price will be less, but the quality will be corresponding. After such a response, clients usually agree to cooperate with you.

  • Think and we will call you back

You should never put pressure on a client, because this can create a sense of contradiction. Give the person time to think and then call every 1-2 days, asking at what stage of consideration your offer is. Let the client feel your interest and care.

Подумайте и мы вам перезвоним

  • "Unreal beauty" requires a lot of money

Often clients come with the words: “We don’t know what we want, but to make it beautiful…”. In this case, you need to immediately stipulate that you will have to pay for "unreal beauty". And the point here is not insane beauty, but in the fact that there is no material base. In this case, you need to analyze the project in great detail and carefully, because. “beautiful” and “bright” in your understanding, may look completely different in the mind of the customer. A client who does not know what he wants will deny all options, because. they are far from his idea of the ideal. Put the stock right away in the cost and terms. If the customer turned to you with such a request, then be prepared for serious tests.

  • "Something new" is not always good

Clients often ask: “What can you offer us besides standard methods and tools? I want something new." But not always “something new” can lead to success. Therefore, do not forget about standard methods and tools that give more than 60% of the result.

  • If everything is so simple, please do it yourself

You should also stop at the moment when the client confidently declares that “all this is easy and simple, why such a price?” In this case, ask the customer to do this for you, and for several other clients, because. you don't have time for this. Of course, this must be done competently and accurately so as not to offend the client in any way.

  • Discuss the terms of cooperation

It is important to agree in advance on what the customer will receive for his money and what terms of your cooperation, so that there is no unpleasant situation for either you or the client. For example, when ordering a website, you immediately agree with the client on technical support. Clearly define what this means, what changes you will make to the site, whether domain support is included, redesign, etc.

  • We can definitely find a compromise

Various situations arise: the client refuses to pay, does not accept the project, etc. One way or another, you need to look for a compromise, find out what exactly does not suit the customer. Do not bring the situation to a critical state, solve the problem at its very source.

Мы обязательно сможем найти компромисс

Of course, these are not universal rules that guarantee you 100% success. But still, it is worth adhering to general principles, making exceptions for each customer.

Last in our blog

Internet Marketing