Communication with customers. Communication is the process through which relationships between people are realized, and an important component that makes up almost all human life. But communication is not just a conversation between people, but a whole communication system consisting of communicative parties, their mutual influence, ethics, communication techniques, and other components. In everyday life with close people, a person does not think so much about what intonation he has, the tone of his voice, and how high-quality information he conveys. But when the communication process is closely related to work and directly depends on it, then a person must master certain techniques for communicating with clients, methods of conveying information and be guided certain rules and ethics.

A person dealing with consumers must make communication a way to achieve a goal. Professional communication and communication skills always have a final positive result for the seller and the client who has satisfied his needs and purchased the service. Achieving mutual understanding, eliminating disagreements, attracting a person as a regular consumer - these are the main goals of communication with clients of a company that tries to preserve its reputation.

Psychology of communication with clients

Representatives of a company that provides some type of service are interested in attracting an increasing number of clients. Therefore, direct communication is a tool for their earnings. In order to successfully and quickly sell a product or service, the seller must have special communication skills, have a good understanding of what he wants and be able to competently draw up a negotiation plan, this will ensure effective sales communication with clients.

A salesperson who knows his business and has the skills to communicate with customers, before offering his services, thinks about what would actually interest him. That is, he puts himself in the buyer’s shoes. He also tries to understand how the client sees him, so he has to practice in front of the mirror to know what flaws he has and correct them. The seller understands that he must control all his movements and words. Because the slightest wrong movement, inappropriate gesture or manifestation of dissatisfaction can be interpreted by the buyer as a signal of something bad and unreliable, and frightened, he will leave, and the seller will be left without profit.

Techniques for communicating with clients. Nai higher value has a meeting and a first impression. It depends on him whether a person will agree to the services offered and cooperate with this company. To do this, first of all you need to create all the conditions for comfort. If he himself came to the company’s office, then this office should be pleasant, so that he would like to be in it. If it’s in a store, then amenities should be provided; if it’s on the street, then a company representative should offer to find a comfortable place to talk. A potential client should feel that they are looked after and respected, then he himself will open up to a meeting and show trust.

If we look at the first impression process in more detail, we can highlight some features that should be paid attention to, since it is they, through the representative, who form the image of the company in the eyes of the client.

Appearance plays a very important role, as you know, “one meets people by their clothes...”. If a representative of a reputable company is dressed in shorts and a T-shirt, and at the same time talking about business matters, he will not be taken seriously. If a company is reputable, or wants to become so, its employees should look appropriate, which means, in a business dress code, neat and clean. When a person communicates with such a neat interlocutor, he himself wants to become like that, and this is where the client’s compassion begins.

When meeting, you need to look your interlocutor straight in the eyes, without insistence, but with attention, so that he feels interested in himself. People often believe that by whether a person looks you in the eyes, you can easily understand whether he is lying, so, if you stick to this narrow-minded thought, then you need to look into the client’s eyes and answer all his questions directly in the eyes, trying not to slip your gaze to the side. The main thing is that the look is calm, open and confident.

A handshake is a special way of connecting two people even though they haven't talked about anything yet. When meeting, you need to be the first to shake hands with the person, and say hello not too firmly, and not too softly, but confidently and energetically. Already from the moment of such a handshake, the client can, having perceived the flows of energy, also become more positive.

From the moment the conversation begins, you need to be the first to introduce yourself, and ask what the client’s name is, and if possible, but not too often, call the client by name. When people hear their name in communication, their egocentricity mechanism turns on, the person thinks that he is treated with respect and understanding.

The agent must ensure that he is physically almost on the same level with the client, and is quite a bit taller than him. Therefore, for example, in an office, an agent can adjust the height of the chair to be slightly taller. These features are important because, being on an equal footing, the client feels that the agent is the same person as him, but if he is a little higher, he already has more influence. The agent must also ensure that a distance is maintained between him and the person, which leaves the person his personal space; it is approximately 1 m.

During the conversation, the employee must show interest in the interlocutor, ask about his wishes and be polite, say polite phrases (“please”, “thank you”, “you’re welcome”).

The main thing is not to overdo it with politeness; too many pleasantries can also negatively affect the consumer’s reaction. He may think that he is being flattered and will perceive it as a trap, he will think that they want to deceive and lure him, in which case the situation cannot be corrected and he cannot be returned. Therefore, it is better to concentrate not on the client’s personality, but on the advantages of the company, its advantages. And behave openly and kindly with the client. It is very important not to cross the line of obsession. All proposals put forward by the agent should sound easy and relaxed; you cannot immediately put pressure on the person or demand an immediate decision from him. We need to give him time to think about the proposal. You also need to instill in the client the belief that he is unique in that he is a very desirable client and the fate of the company depends on him. Then the person succumbs to such manipulation and purchases products or services.

If a manager knows the basics of psychology in communicating with clients, then he will significantly improve communication with consumers and achieve greater sales profits.

Rules for communication with clients

In the process of communicating with a client, the agent manager must be guided by rules that contribute to an effective result.

The manager’s communication with the client should be focused on the client’s personality. To do this, the manager needs to actively listen, listen to all the requirements and wishes. Tell everything the client wants to hear about the quality of goods or services, answer all his questions, ask about personal preferences. Do not insist on purchasing the product right away, give time to collect your thoughts. The seller can only push towards a positive decision, but without intrusiveness. The voice should be energetic, but not hysterical, speaking neither fast nor slow.

You also need to adapt to the person’s slang, not speak in abstruse words, so that he does not worry about his own incompetence. If you cannot do without some scientific specific concepts or definitions, you need to explain them so that there are no misunderstandings. The main thing is to list everything positive traits, which the product owns and do not waste precious time explaining different terms if the person himself does not want it.

Communication between a manager and a client should be of a business nature, at least within the framework of business relations so that the value of the product is respected. You need to be serious about all matters related to goods. But you don’t need to pretend to be too much of a business person, talking on the phone all the time in the presence of a client, or being distracted by other things when he is nearby and waiting. You must always come to meetings on time and answer messages and calls. Only with a respectful attitude can you see the same attitude in return. This is especially important for the seller representing the company.

An agent must always be impeccable in all his or her character. When it comes to work, he must always look presentable, maintain his posture, and talk beautiful speech, captivate with your manners, be so confident in yourself that customers associate this employee with the product offered, which is accordingly equally impeccable.

Following his ideal image at the first meeting, the seller should remain the same further and should treat with no less politeness in his future behavior, especially when we're talking about about long-term relationships. If the buyer has any questions, the seller should always be ready to answer them. If there are changes to the terms of the contract, the client must be notified immediately.

The rule that the client is always right is not a standard, so you can deviate from it. When a person is a professional manipulator and acts in pursuit of personal goals, demanding, for example, a refund for services, saying that they are of poor quality, but he himself has used them for a long time. This kind of client is a danger to the company and can damage its reputation, so it is necessary, if possible, to eliminate all contact with him.

The success of the company will be determined by the correct communication with customers. If all the rules are followed, then cooperation is guaranteed, attracting new clients through existing ones and thereby increasing the company’s reputation.

Ethics of communication with clients

Every person is pleased when they are treated respectfully and correctly in a conversation. Even in communication between close people there should be courtesy.

Standards of communication with customers are the postulates by which a company providing goods and services achieves success in its activities. If a company has a well-coordinated team of qualified specialists, polite in communication and customer-oriented, then such a company is capable of achieving great success.

What is the article about?

• 1 Possible forms of communication with clients
  • 1.1 Individual negotiations
  • 1.2 Email
  • 1.3 Cold calling
  • 1.4 SMS messages
  • 1.5 Webinars
• 2 How to communicate with a client correctly?
• 3 How to resist arrogance and rudeness?
• 4 How to maintain communication with regular customers?

The most valuable asset of any company is its established customer base. No matter how popular the products or services, it is almost impossible to achieve successful business development and increase profits without building trusting relationships with consumers.

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Sales managers must not only be able to interest people in the company's activities (the final product), but also help maintain its image. It’s easy to guess that it is regular buyers of goods or consumers of services who make the lion’s share of purchases, thereby bringing in a stable profit.

Do not forget that the ability to establish business communications depends on the increase in the number of potential customers. They need to be interested and converted into regular customers. The more loyal consumers a company has, the higher its profits. To succeed, you need to follow simple rules of communication with clients and be able to competently offer effective options for solving their problems.

Possible forms of communication with clients

Let's consider the basic forms of communication with clients.

Individual negotiations

One of the most effective tools In promoting the company's product and increasing the customer base, individual negotiations are essential. First of all, the sales manager should clearly define what he wants to convey to the person and correctly draw up a clear communication plan.

The seller must be able to build a dialogue with the buyer in such a way that the latter understands that his needs will be fully satisfied and he will receive certain benefits from cooperation with a particular company. To do this, a sales specialist must be able to:

• listen to your interlocutor, take into account his requirements and wishes;
• quickly determine the characteristics of a person’s personality (psychotype, cultural and social level, mood, disposition to communicate);
• tune in to the wave of the potential client;
• behave confidently during communication;
• focus on the dialogue and not be distracted by extraneous conversations.

It is known that it is the first meeting that creates the buyer’s impression of the seller, and it depends on this whether he agrees to cooperate with a particular company in the future. First of all, you should choose a convenient place to communicate with the person. To do this, you need to invite him for negotiations (for example, to the company’s office) and create all the conditions so that the potential client would like to return there again (of course, as a permanent one). If the meeting takes place on the buyer’s territory, then the question is posed somewhat differently: the seller must be able to clearly identify the needs of the interlocutor and, in an unobtrusive manner, offer him favorable terms of cooperation.

In any case, it is extremely important to make it clear to the client that they are showing attention and respect to him, and are not trying to sell anything at the first meeting, then he himself will be interested in an open and constructive dialogue.

Great importance plays appearance seller, therefore it is necessary to maintain business attire, be clean and tidy. The seller must make it clear to the interlocutor that he is interested in an honest and productive conversation. To do this, you should look into the person’s eyes while conducting a dialogue with a certain amount of attention, and the gaze should be confident and open.

When meeting, the sales manager must be the first to introduce himself and briefly inform about the company he represents. During the meeting, you should shake the potential client’s hand, which will make him more inclined to further communication.

At the negotiating table, the seller should behave casually and openly so as not to provoke negative emotions. During the conversation, it is important to observe following rules business communication:

• do not interrupt the client and listen carefully;
• speak the truth about the company, product and terms of cooperation;
• briefly express your thoughts;
• do not speak in bad taste about competing companies;
• do not use slang expressions;
• control your emotions.

When communicating with a client, you must listen carefully to what he says and remember key points in order to avoid disagreements during cooperation. As practice shows, potential consumers themselves strive to communicate with managers and company management to resolve a number of organizational issues. For this reason, you should exchange business cards to agree on contact details.

Every manager who will communicate with clients must remember that they should not embellish the quality of the product and the capabilities of the company. This will further negatively affect the company’s reputation, and the buyer may refuse to cooperate.

Important: The seller must value his time and the time of the potential client. Many business people prefer information to be presented to them briefly and clearly. Therefore, before starting negotiations, you need to draw up a specific plan that will convey the essence of the commercial proposal without water.

The manager must have basic knowledge of the psychology of communication with clients in order to be able to direct negotiations in the direction he needs. The main thing that needs to be immediately highlighted during negotiations is the needs of the interlocutor, his desires, goals and existing problems. The ability to unobtrusively offer their solution and tell a person about the benefits that he will receive from cooperation with the company (purchasing a product, ordering a service) will allow the buyer to make a positive decision and conclude a deal.

Email

Among the tools that allow you to effectively and correctly sell products from various companies, you should highlight sending letters to e-mail. Let’s immediately make a reservation that this method of communicating with potential and existing clients has nothing to do with spam.

Any company can send emails people who have expressed a voluntary desire to receive information and become mailing list subscribers. To do this, you need to create a special form on the website in which visitors will leave their data (mail address and name).

How to talk to clients via email? First of all, you should know that sending letters should contain exclusively useful information and free value (no offers to purchase the product at first). An exception may be cases when customers are invited to take advantage of various promotions, discounts and other commercial offers aimed at increasing sales volumes. You cannot offer the buyer a direct offer to purchase a product or order a service.

Many books for sales managers contain information that people like to buy products from people, and not from “faceless” sites. This suggests that the potential client needs some kind of communication and more information about the company’s products. Through electronic mailing, contact is made between the seller and the potential buyer. A person should be invited to familiarize himself with the features and benefits of the product, create videos with training material and show other “useful things” that will solve his needs.

When the buyer understands that no one is “brazenly” selling him anything and he gets a solution to his problem (“pain”), a desire to buy the product will appear. Email marketing is one of the most powerful ways for online companies to attract targeted traffic and grow their customer base.

Cold calls

To properly communicate with customers during the first telephone conversation, you should know that the main task of the seller is to obtain their contact information and information about their interest in the product. The seller is obliged to observe communication ethics during dialogue, as during real negotiations. It is worth considering that a person does not see your facial expressions and gestures, but he can clearly feel any changes in intonation.

It is recommended to start communicating with the client by phone with the computer turned on. If necessary, the manager can always clarify the information of interest through a search engine, so as not to demonstrate his incompetence to the client.

The sales manager must prepare for the telephone conversation, for which it is recommended to draw up step by step plan conducting dialogue. As in real communication, during “cold” calls you need to clearly and concisely convey the essence of the offer to the client.

You cannot “recruit” a person in the morning and after the end of the working day. It is best to call between 10 am and 5 pm during the day. Many managers prefer “cold” calls, because they allow them to not be embarrassed by the interlocutor and speak confidently with him.

Despite the fact that the client does not see the seller, it is necessary to smile during the conversation. As practice shows, the interlocutor feels a change in intonation and positive emotions of the manager, which ultimately has a positive effect on the outcome of the conversation.

At the end of the conversation with the client, it would not be amiss to voice joint agreements on further communication or cooperation. You also need to remember to thank your interlocutor for the constructive dialogue and direct him to the next contact.

SMS messages

SMS messages allow you to receive a fairly large percentage of feedback from potential clients. Communication with the client base using this tool allows the manager to increase sales by:

• notifying customers about upcoming company promotions and discounts;
• invitations to webinars and training intensives;
• familiarization with the company's new products;
• invitations to offline sales events (fairs, exhibitions);
• offers on favorable terms of cooperation.

Important: messages cannot be sent to people who have not consented to the use of their number mobile phone. The newsletter is sent only to the database of clients who voluntarily left their contact information.

Webinars

Today one of the popular and effective ways communication with clients and maintaining their interest in the company’s activities is to conduct webinars - online classes on various topics.

Before the event, the manager collects a client base through advertising and personal appeal to people. This scheme works great in communities social networks, where information is distributed between users at lightning speed. The company creates its own public page or a group where new members will subsequently come. The manager fills the public with interesting content and periodically conducts webinars, the essence of which is to provide free material.

The webinar allows you to conduct a visual demonstration of the product, talk about its advantages and benefits from use. If a company specializes in providing services, it is necessary to select a narrow topic for classes and present this material in such a way that people want to return to online lectures again.

As practice shows, webinars that do not serve the purpose of subsequent sales of goods significantly increase the efficiency of the company and the demand for services. This happens due to the fact that a person is aware of taking care of himself, receives valuable advice and recommendations on using the product, solving his problem, so he has a desire for close cooperation (shopping).

The consumer also understands the value of free material, which he can experience for himself, and realizes that if he purchases a certain product, he will receive much more benefit. Thus, proper communication with the client through webinars can significantly increase the number of new people and maintain the interest of regular customers (clients).

How to communicate with a client correctly?

Some sellers do not know how the culture of communication with clients should develop, and because of this, companies lose a considerable percentage of profits. There are standards and principles of negotiation that must be followed to obtain good results and increase your customer base. Let's look at them in detail:

1. Question answer. Clients often send company managers (especially at the initial stages of cooperation) emails containing a large number of all sorts of questions. It is very important to study them, arrange them in the order in which they were received, and give a comprehensive answer to each of them.
2. Quick specific answer. One of the basic rules of communication with clients is that a person should receive a specific answer to his question as quickly as possible. It is considered a rule of good manners if the customer receives the information he needs no later than 2 hours after sending his letter. If for a number of reasons the manager cannot answer it immediately, it is necessary to inform the client of the time when his request will be satisfied.
3. Demonstration of competence. The seller must understand that the client is not at all obliged to understand the characteristics of the company’s product and various features cooperation. The manager must show his competence, tell the person about the details of the work, and if necessary, then sort everything out several times. For example, a potential client is interested in what benefits he will receive from opening a self-service car wash as a franchise. A specialist from the sales department of the franchisor company must explain to the potential franchisee that he will be provided with all possible assistance in building a business, conducting advertising campaigns, attracting customers and solving organizational issues, visitors to his enterprise will be able to relax while washing their cars, receive some discount for constant service and even buy some coffee to go. Thus, customers will be satisfied with the quality of service and will begin to recommend the service to their friends, while the company’s profit will become stable.
4. My client is my friend. Don't be too zealous in using business style communication. Sometimes officialdom is extremely tiring for both interlocutors, and as a result, the desired result may not be achieved. This rule suggests that you need to learn in time to move from a business style of negotiation to an informal one. It is enough to imagine that the client is a good friend with whom you can easily discuss exciting issues. Of course, we are not talking about familiarity and disdain for people here, but healthy humor and friendliness will not be superfluous.
5. Real cost of the product. When, during negotiations, a client is interested in the price of a product, it is necessary to justify it. This is especially true for enterprises providing various services. It often happens that managers do not agree on certain points, which results in an inflated price. It is definitely worth specifying the terms of service, since the client has every right to know what to expect from cooperation with the company and what to pay money for.
6. Maintaining constant contact with the client. The manager must remember that communication with clients should not consist only of ordering a product and checking payment for its implementation. It is necessary to call the person, inform him about the results of the application progress, and also resolve any organizational issues. If a client asks to perform any work in relation to cooperation, his request should be granted (of course, if this does not go against the interests of the company) and a report on the results should be provided to him.
7. Professional problem solving. It often happens that an order cannot be completed for a number of reasons. Under no circumstances should a client, especially if it is a large customer, even guess about possible disruptions in the company’s work. It must be remembered that the result is important to him and he is not interested in the reasons why the application may remain unfulfilled. A professional manager will always find a way out of this situation in order to maintain the relationship with the client, because if the customer learns about the difficulties in the company’s work, he may simply refuse further cooperation.

When communicating with a buyer, the seller must be able to tune in to his wavelength and predict the interlocutor’s train of thought. You need to try to understand the potential client, know his needs and be able to offer what he needs in a timely manner. Professionals always try to look at clients' problems through their eyes. This allows you to quickly find effective mechanisms for solving and concluding deals.

How to resist arrogance and rudeness?

Arrogance and rudeness of clients, unfortunately, are quite common occurrences that interfere with constructive dialogue and the conclusion of a deal. We will give several recommendations that will allow the seller to understand how to negotiate with aggressive people.

First of all, when talking with a person, you should maintain a polite attitude towards him and a smile on your face. This allows you to neutralize aggression and direct communication in the right direction. It is extremely important to remain calm and listen carefully to the client.

It is important to learn to ask unobtrusive questions that will allow you to understand the reason for a person’s rude behavior. Often, rudeness and aggression on the part of the client arise due to the fact that he was deceived, he was treated unkindly, or he was dissatisfied with the quality of service (service, product) in another organization.

To neutralize the client’s inappropriate behavior, no matter how strange it may sound, you need to apologize to him and also convince him of your full agreement with him. To do this, the seller just needs to tell the person that he regrets the cause of his upset, as well as the bad experience of working with the company with which the incident occurred. This behavior will allow the client to understand that he is being listened to attentively, sympathized with, is sympathetic to the problem that has arisen, and is ready to provide support. However, it should be remembered that the seller should not admit his guilt (if it simply does not exist), this may affect the image.

It happens that rude clients insult their interlocutor. A professional will never allow himself to become personal and say obscene things about his opponent. When communicating with an aggressive person, it is unacceptable to raise your voice and give vent to your emotions, as this will lead to swearing and failure of the deal.

To avoid this, you should maintain a neutral tone during a conversation, breathe evenly and be calm. Don't interrupt the client. He should make it clear that such behavior and rudeness do not bother you. You need to listen carefully to what your interlocutor is saying. This will allow you to quickly identify the cause of aggression and resolve the trouble that has arisen.

The company manager must make an effort to neutralize the client's overtly rude behavior. Don't comment negatively on his behavior. In this case, it must be said that the interlocutor is valuable as a person (or his integrity is valuable). After this, it is worth offering the client cooperation and letting him know that this is important for the company.

How to maintain communication with regular customers?

Regular customers of the company, as we already know, bring the majority of the profit, willingly purchase new products, and also inform their friends and acquaintances about it. They are, in fact, a free channel for attracting new consumers who buy goods (order services) based on recommendations.

Why is it worth making efforts to retain loyal customers? The fact is that new customers, if they are satisfied with the quality of the product, will purchase it and, most likely, will want to buy something else. However, it is extremely difficult to find out what exactly attracted a new buyer and why he decided to re-order. As practice shows, companies spend many times more money and effort on attracting potential customers compared to maintaining good relationships with regular partners.

To collect contacts, you can offer clients, for example, “discount” cards (free) in exchange for their addresses and phone numbers. Within a very short period of time, a large number of people will gather with whom you need to constantly work and whet their interest.

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The success of any business is inextricably linked with the company's personnel. It would be more accurate to say that every employee of the company must master the art of psychology of communicating with clients. In the article we will look at the basic principles of how staff should build communication with clients, how to motivate a person to make a purchase, and other subtleties.

It should be immediately noted that an employee’s sociability does not mean that he is proficient. The conversation should be structured in such a way that the consumer will certainly make a purchase, and most importantly, return to the company again. For this purpose, organizations periodically conduct training on the psychology of communication with customers.

How to build a dialogue with a client?

Whether you're talking to a potential buyer over the phone or in person personal meeting, do not forget that first impressions matter a lot. The further course of the conversation depends on him. There are a number of rules used to build a successful dialogue. One of the most important - client management. You must manifest active position in a conversation, ask questions aimed at identifying the needs of a potential buyer, talk about the advantages and differences of the product from analogues offered by competitors.
Of great importance Feedback. Your speech should not look like a boring monologue; it is necessary to involve the client in the conversation, while controlling the flow of the conversation. A potential buyer will feel comfortable if you do not argue with him or put pressure on him, trying to sell the product quickly. The presentation needs to be done beautifully, describing in detail all the advantages that the client will receive by purchasing the product from you. Give your client business-like compliments, this will move the conversation in a positive direction. And most importantly, remember that openness and goodwill are...

How to behave during a conversation?

The correct behavior of a company employee is very important. The client will be much more willing to make a purchase if the conversation is relaxed. It is important to smile at your interlocutor, look him in the eyes, and show interest. The main thing is to sincerely try to help the consumer solve his problem.
In the process of communication, you cannot speak monotonously and without emotion. A boring monologue will be interrupted by the client mid-sentence. Most likely, such a buyer will leave the company and make an acquisition where they can interest him. You can't speak too fast or slow. Try to find optimal speech rate. Enterprise employees should develop diction. Clarity of speech is important for understanding what you want to convey to the interlocutor. Much more trust is generated by specialists who are fluent in professional terminology and have extensive lexicon. The psychology of communication with clients is based on the importance of questions in a conversation, correct use consumer name. It is important to remember that a person must be addressed in a polite manner, by name and patronymic. During the conversation, you need to listen carefully to the client. If he wants to tell you about his personal problems, do not interrupt him. Just try to bring the conversation back to the subject of the transaction. Ask open-ended questions that will stimulate a person to give as detailed an answer as possible.

How to properly talk about a product or service?

There are situations when an employee just begins to tell a client about the product or service offered, and he already becomes bored. How to correctly present a product and build a dialogue in order to turn a distrustful person into a permanent, loyal customer? The first task facing the seller is to attract attention and interest the client. Inform him about the arrival of a new model, promotions and discounts, and then focus on the positive characteristics and advantages of the product being offered. If a person wants to buy a laptop, then he needs to find out what is his priority and how much he expects to spend on the purchase.
Having identified the client’s needs, focus only on those points that interest him. You should not bore him with a large amount of uninteresting information, if, of course, you want to make a deal. Last step - motivate a potential buyer to action, i.e., to make a purchase, and process objections. Even if you have not completed the task of selling a product or service, remain polite and friendly towards the client. If a person has a pleasant impression of the quality of service, he will definitely contact the company next time, and thus you will achieve your goal in the long term. Thus, it is very important not only to improve interpersonal relationships, but also for business development.

Service in different industries provision of services requires special approaches to clients. There are both general rules official communication and specialized techniques of business communication. As practice shows, following recommendations from psychologists and marketers in this area helps to increase the efficiency of an organization, as well as create a positive image for it in the market for providing certain services. At the same time, the rules of communication with clients also provide for compliance with basic standards of behavior, which are determined by ethical considerations and general ideas about morality.

How to establish communication with a client?

In the very first seconds of the conversation, you should let the interlocutor know how his time will be spent. It is advisable to omit unimportant phrases, even if they are planned to be used as a means of winning over a potential client. Politeness is important, but overuse of politeness can create a negative impression. Standard interactions with clients also exclude attempts to get a quick response from the client agreeing to anything. You need to be understanding of his right to refuse and also respond adequately without changing. Even if a particular client is lost forever, a negative impression of the company will remain and may affect the image in the future.

The beginning of the dialogue should be as informative and comfortable as possible. It is advisable to briefly but clearly talk about the purpose of the conversation, the intentions on the part of the employee and explain exactly how this contact can be useful. It also matters individual approach. For example, the rules of communication with a manicurist’s client provide for the initial construction of a confidential dialogue. Specialists in this field work directly with the human body, so a touch of sincerity in this case is indispensable. The so-called ones, for example, should not be used.

General principles of business dialogue

After the introduction and the first introductory information, the employee is given no less responsibility. Even if the client has directly expressed his interest, you should not relax. Communication should be built in the style of a friendly conversation, but without serious deviations on topics not related to the company's offer. At the same time, you should not overload the client with an excessive amount of data. If you have to discuss a wide list of issues in one conversation, you need to initially systematize them, as required by the basic rules. Communication with the client must be initially thought out and prepared. It is recommended to prepare lists of questions in advance or at least keep them in mind, discussing them in doses during the conversation. But it’s also not worth asking them in a continuous stream. After each question, you can take short pauses, include correct jokes, or shift attention to less complex aspects of the topic being discussed. The client should feel comfortable, but at the same time not fall out of participation in the discussion.

The role of emotions in the communication process

There are different points of view on how and whether a manager should show emotion. The cold calling technique has already been mentioned, the very idea of ​​which is based on the complete exclusion of this aspect. In other words, the employee is required to inform the client dryly, correctly and relatively quickly and, if necessary, obtain the necessary information from him. But such calls do not at all exclude formal compliance with the rules of communication with phrases of gratitude, apology and appropriate farewell.

But the same rules of communication in a beauty salon with clients exclude such a technique. And not only because of the need to build trusting relationships, albeit on a business basis. Long-term relationships with business partners and clients are more fruitful if employees demonstrate their human qualities. Open and sincere expression of emotions is attractive and puts people in a more positive mood. Another thing is that such manifestations must be controlled and not conflict with the interests of the company providing its services to the client.

Features of dialogue on the phone

The specifics of telephone conversations also require their own characteristics. When starting a conversation, it is not recommended to use phrases like “You're worried about...” or “You're worried about...”. Although they are outwardly harmless, they initially create a negative stylistic connotation, which should be avoided. Next, you need to introduce yourself from the company and get straight to the point. When making incoming calls, the rules for communicating with clients on the phone also do not recommend picking up the phone after the first signal. An immediate response may mean that the manager is either impatiently awaiting this call or is inactive. Even if in reality everything is different, it is advisable to give the client the opposite impression of being busy, that is, answer after the second call. In the future, the course of the dialogue should be built with an emphasis on correct intonation. As experts note, the tone and manner in telephone conversation sometimes have more significance than its content.

Rules for communicating with older clients

This special category people who also require a special approach. A peculiarity of an elderly person from the point of view of participation in a business dialogue is a violation of attention and concentration. That is, the manager will need to show more patience. But there are also positive aspects. In particular, in such dialogues the percentage of conflict-generating phrases is minimal, which guarantees comfort for the employee himself. One way or another, the memo on the rules of communication with older clients recommends more thoroughly forming a trusting contact with the person and thoroughly explaining to him the nuances of the offer. It is advisable to minimize manifestations of insincere emotions. Although they may seem truthful from the outside, it is older people who often reveal them, which becomes a barrier to further interaction.

The nuances of communicating by email

Electronic correspondence as such greatly simplifies the manager’s tasks. Of course, a lot depends on the format and conditions in which the dialogue is conducted, but the absence of the need to hold the client’s attention and stir up his interest in this case makes it easier. However, the text itself should be as informative and useful as possible and at the same time not too dry. For example, the rules for communicating with clients via email indicate the need for a short summary part in the letter. That is, at the very end there should be a reminder of what step or decision is expected from the addressee.

What can and cannot be said?

Experienced managers, almost at the level of reflexes, exclude from the process of communication with clients undesirable manifestations in manners, speech style and statements. In particular, the rules and standards for communication between staff and clients strictly prohibit criticizing their actions under any pretext. On the contrary, employees need to demonstrate an extremely positive attitude, and problematic nuances and situations are resolved by a senior manager or supervisor.

Also, in communication with the client, a lack of indifference is encouraged. This can be expressed, for example, in efforts to anticipate his desires or plans. That is, the employee offers in advance suitable services that have not yet been discussed, but they may well follow. In this context, the rules of communication with a manicurist’s client can be expressed in the provision of an expanded range of services that will organically complement the existing list of the completed offer. So, along with a traditional manicure, a visitor may need a SPA session. Clients are more willing to agree to Additional services when proposals come from the employee.

How to end a dialogue correctly?

As noted, it is advisable to end conversations with a brief reminder of what decision will be expected from the client. In this sense, the rules of communication with clients in a hotel, for example, require the manager to remind the client about the location of the establishment, opening hours and reception times. But in any case, the potential client should be left with a favorable impression. This concerns not so much his interest as the emotional aftertaste, which should be positive.

Conclusion

IN last years experts note a trend towards simplifying communication standards in business. The fact is that strict rules for communicating with clients complicate the conversation process, and often make it stereotyped and repulsive. Therefore, the emphasis is increasingly placed on more open, sincere and, again, emotional dialogues, which make it possible to reduce the distance between the company representative and the client. Another thing is that this style of behavior requires considerable experience, and brings good results only in certain areas of service.

You will need

• interest in your work, desire to learn and learn new things, patience, attentiveness, listening skills, positive attitude, any books on classical psychology(for example, books by Dale Carnegie), a guide to business etiquette, a notebook and pen/database, a Russian dictionary

Instructions

In manager-client relationships, strict fulfillment of the latter’s requirements comes to the fore. He pays money and must get the result he wants. Therefore, first of all, you need to learn to perfectly navigate not only the services or products that your employer offers, but also the market situation. To do this, regularly review competitors’ websites, read analytics, and attend industry events. Try to quickly understand the organization of business processes in your company and be sure to find out which of your colleagues you can contact with this or that question. It is important to build a good relationship with your colleagues who can back you up and help you: there are different situations! By using these tips, you will build confidence and be able to impress your client as a professional you can trust. This is the basis for successful communication.

It is equally important to learn to understand what the client wants and to hear it. Your confidence should not turn into overconfidence. Under no circumstances should you show inattention or disregard for other people’s experience, fears, and assumptions. You need to communicate with the client based on his needs and circumstances. Immediately record in a notepad or electronic database everything that the client tells you, all information about him, his contacts. Don't be lazy to ask clarifying questions. By showing your sincere interest, you will create a comfortable psychological atmosphere for the client. In addition, do not forget: it is very easy to irritate a person by asking him again or confusing the facts about him.

Your professionalism and interest, unfortunately, cannot guarantee the absence of conflicts. That's why it's so important to familiarize yourself with scientific works in psychology. This will help you recognize those who do not actually need your services and products, but rather information or scandal. And be able to quickly and politely say goodbye to them. You should prepare for unmotivated reactions, learn to cope with your own aggression and “extinguish” someone else’s, resist manipulation and correctly defend your point of view, based on facts.