What is important in communication with clients The customer communication system must include:Speed – customers are rarely willing to wait more than 1 job function email list minute for a response.For quick feedback, some of the work can be automated using special interactive forms and a robotic component on the site. It is better when the support service is available for communication around the clock.
Quality interaction – the consumer’s problem must
be solved quickly, without being distracted by unnecessary discussions and off-topic digressions. It is important to choose precise and clear formulations and terms.
Systematic data management – you need to monitor user actions and respond to them promptly in order to communicate with clients at the most convenient time, on the right channel and for the right reason. For this, CRM systems are used, which store the entire history of interactions there are many steps involved in ensuring They can automatically send messages, generate reports and combine different channels.
Positive attitude – it is better to use affirmative formulations
instead of negative ones. This applies to almost all expressions with the particle “not. This inclines a person to buy, rather than repels them from it.
Also, in a conversation, you cannot use aggressive phrases, such as “problem” (it is better to use the neutral word “task”), “you must” (“please do it”), “budget product”, “cheap” or “expensive” (replaced with “premium class”, “mid-price product”).
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Rules for communication with clients by phone
Telephone sales are a special way of communication, fresh list in which the working tools are the manager’s words and intonations. Such sales have some difficulties, so it is important to follow certain rules in the conversation:
- The client’s greeting needs more attention. The employee must greet the client, introduce himself, and explain the purpose of his call. All this should take about two short sentences.
- It is necessary to find out whether it is convenient for the person to talk at the moment.The conversation should consist of short phrases. Therefore, it is better to build a conversation so that not only the seller, but also the client speaks. To do this, you need to ask questions and give the interlocutor
