Customer talk: tips and wording help

There are numerous opportunities in a good customer discussion: the relationship with the existing customer can be consolidated or a new customer can be won. Precisely because the discussions with the customer are so important, many executives and self-employed people have a lot of respect for them . If the customer discussion does not run as planned, the order and the customer are quickly gone. How you can avoid this and direct the conversation in a positive direction for you, learn here ...

Customer talk: tips and wording help

Table of Contents: That's what you'll find in this article

What makes a customer talk?
Tying customers through successful customer discussions
The advantages of satisfied existing customers
The guideline for a successful customer discussion
Preparation customer talk
Formulation aids for the conversation
How do I improve my communication?
After the conversation is before the conversation
What other readers have read

What makes a customer talk?
What makes a customer talk?A conversation with the customer can pursue the goal of retaining an already existing customer or gaining a new customer . The person who initiated the conversation tries to sell a product or service, or at least to work with the conversation in the long term. A well-conducted customer discussion is in this sense enormously important for the economic success of the company .

Tying customers through successful customer discussions
Anyone who can retain existing customers as an entrepreneur is doing better and more cheaply than spending a lot of money and resources on the cold acquisition of new customers. Investigations confirm this: winning a new customer for your company costs on average five times as much as keeping an existing customer. Recovering a lost customer is even more costly (even financially) . The goal must therefore be not to let it get that far - one way to get there are successful customer discussions.

The advantages of satisfied existing customers
The advantages of satisfied existing customersYou can clearly interpret your customer discussion to bind the customer further to the company, because a satisfied existing customer facilitates the business immensely:

Regular orders.
Some existing customers order your product once a month, or you are asked several times a quarter to provide a specific service. This is not only immediately gratifying, it facilitates also the planning . Since you can expect regular orders - ideally within fixed intervals - you can incorporate this into your processes in exactly the same way.

More time.
Having a fixed budget in your planning frees up resources that you can use elsewhere . As a rule, your company will benefit economically.

Less marketing effort.
A satisfied customer will recommend you. Either completely voluntarily, in conversation with his business contacts, or at your request. Successful referral marketing enables you to attract new customers with relatively little effort. This reduces the cost and time resources for your own marketing.

Cross-selling / up-selling.
Satisfied customers tend to buy other products or services as well. In e-commerce, this can generate between 10 and 30 percent additional sales .

The guideline for a successful customer discussion
Preparation customer talk
When preparing for the interview, it depends on whether it is an existing customer or a new customer. For existing customers, conversations are usually much less complicated and more relaxed. One knows and values ​​oneself, therefore most of the preliminary skirmish can be omitted.

Nevertheless, basic courtesies such as the question of the well-being of the spouse and the children should not be missing. To prepare for a conversation with an existing customer, a quick look into a properly managed customer file is enough and you can start.

Different with new customers . Here a thorough preliminary search is necessary. Try to find out all the information that can help you in the conversation. Incidentally, this need not just be the official information you find on the company's website. Sometimes it can also be helpful to Google the name of the person you are talking to .

Formulation aids for the conversation
When talking to a customer, it is important to formulate precisely and safely - especially if it is your first conversation with the customer. Existing customers also earn their best performance when it comes to communication. Some conversation rules for successful communication with clients can be trained everyday in everyday life . So you are prepared when it comes to the conversation with the customer:

Avoid uncertainties.
Small words and weakening determine our communication and affect the listener immensely. If you often use words like in your speech

somehow, in a sense, no matter how, like ...

or similar benefits, it is important to recognize and ban them as soon as possible. They give the listener the impression that they do not know what you are talking about . Or why else should you weaken their statements with these words?

Replace the subjunctive with the indicative.
Your customer wants to purchase a service or product from you. There are conjunctival phrases like

Our product would have the advantage that ...


If you ask me, I would suggest that ...

completely out of place . Your product would namely not, but has a very clear advantage for the customer. If the benefit is of a hypothetical nature, the customer has no reason to access your offer.

Focus on positive formulations.
Language is flexible. Thus, almost everything that is expressed in a negative way can also be expressed positively - and that has a tremendous impact on the listener . Compare both statements:

Today we can not process the order anymore.


Over the next day we can take care of your order.

Remember the difference? Both times you have told your interlocutor that you can not do anything for him today. In the first case, he will feel rejected , in the second , he will be treated courteously - so it is easy to decide which of the two formulations you should choose for the customer discussion.

Talk less about yourself and more about your customer.
Of course it is impressive what you have done in a short time. However, since you do not know how your interlocutor reacts to self-praise, you should restrain yourself nobly . But that does not mean you have to hide their achievements and show false modesty - they just have to pack them smartly. In short, your customer must be able to see its benefits .

Instead of

Based on my years of positive experience in the field, I advise you to choose ABC.

say in the future

It pays off for you to choose ABC.

Put yourself in the position of your customer as often as possible . What does he find helpful? What is driving him and his company forward? You have to make that clear to him without teaching or patronizing him.

How do I improve my communication?
There are countless courses and rhetoric trainers that offer you to improve your speech and writing. If you feel safer about talking to a customer, take these courses or buy a guide.

You can also work on your own way of speaking. To do this occasionally, let the dictation feature on your smartphone run, or ask a colleague (a friend or good friend in your spare time) to point out gaps and negative words . The awareness is the first step in the right direction.

If you notice your stimulus words after some time without notice from others, you can start to replace them gradually or to delete them without replacement .

After the conversation is before the conversation
Good preparation is part of every customer conversation. Why should you omit the follow-up there? A well-crafted follow-up offers a variety of ways in the next conversation with your customer to enter and to keep conversation going .

During the conversation you should therefore make a note of as much as possible and filter the most important findings after the conversation and write them down in the customer file . So you have little call anchors always at hand and the preparation for the next call is completed faster.

Another advantage: Should you ever fail, or hand over the customer to a colleague or representative , your successor can continue with a properly managed customer file where you left off last time. This, too, will be perceived positively by the customer.

The data and facts that you should note during the conversation include the following:

What facts about the company did you learn?
Who is the right contact in which department? Is there any other department about you and your product / service besides purchasing? Which budget is available for your product / service every year?

What impression did you gain during the conversation?
Can your customer be easily convinced or does he seem to be a teaser when it comes to new offers?

Which suggestions and formulations does he or she react to?
With which tricks could you convince the customer of yourself? Or did not you succeed at all? This too is an important piece of information that you can ideally add to your conversation history.

Could you find out about private things?
Has your partner betrayed his birthday or does he or she have children? Then this is definitely written down. This is important information that can make it easier for you to enter the next customer discussion . When you inquire about your spouse or child's condition, you show your customer that you have listened to him and that you have noticed the soft facts that are not directly related to the company. D as makes you human , and shows appreciation .

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