Let’s face it, your main goal when communicating with a customer is to get a sale. As a business owner or marketing manager, your key to understanding your customers better is honest, open, and comfortable communication, knowing your customer’s needs, and giving them what they want.
Body Language and Customer Management
You must appear professionally confident in talking to customers in order to make them comfortable and solicit better discussion; body language and eye contact play an important part in building this relationship.
In business management parlance, customer relationship management covers information that builds on that relationship. How do you deal with your customers? Do you communicate effectively with them?
Know Your Customer’s Actual Needs
Before moving forward, research and ask questions to find out about your customer’s situation and understand their needs and priorities. Ask the customer open-ended questions to get as much information as possible, and listen to the answers carefully to understand more about the customer. Empathize by figuratively putting yourself into the shoes of your customer to better understand their point of view.
By finding out more about the customer’s needs, you can respond accordingly, and better serve their needs. For instance, your customer may want a higher-quality product and will pay whatever price you tag – so you wouldn’t show them a cheaper, and lower-quality item. Another customer may want continued support or a guarantee of a product’s reliability and not necessarily just a one-time purchase.
Make an effort to maximize customer contact and show that you care for him or her. Build up the customer’s profile – whether in a notebook or in a customer database – with the focus on their needs. This will help you keep track of the individual quirks of your customers.
Use Communication to Keep Customers Satisfied
A disappointed customer is a sure loss to your business. Not only that, if the customer relays this disappointment to his or her friends, it’s obviously going have a detrimental effect on your business. If the customer feels understood, he or she may refer you to other potential customers, increasing your business’ bottom line.
Resolve Conflicts Objectively
If there are any conflicts, try to resolve them objectively. Some managers and business owners use the Neuro-Linguistic Programming, referred to simply as NLP, to help them learn communication techniques that enable them to attain an element of harmony with the customer, leading to a win-win situation.
Increase Sales Through Effective Communication
In summary, the key to increasing sales for your business, whether corporate or entrepreneurial, is to identify the customers’ needs while maximizing your rapport and maintaining a good relationship.
Keep in mind that it’s not always the buying decision or better price offers in comparison to competitors that is important to customers. We all have varying needs, and knowing how to individualize your products, services, and customer service to those needs will help you understand your customers better – and grow your business.