How to Communicate with Clients

Say hello and introduce yourself. And without unnecessary exclamations behind the scenes, "Yes, I'm going soon, aloo, Horns and hooves are listening to you." By the way, you don't have to shout "hello" and "yes." Only "Company name*, hello". Ask your manager for their name. Greetings from our managers always begin like this:Star Marketing, Hello. My name is …". A cold conversation between a company and a client immediately turns into a warmer stream of friendly conversation.
Find out what the client needs. If you do not understand or the client himself does not know what he wants, specify. The easiest way is when you sell two teapots and three irons, the photos of which hang on your site. Then the client almost knows what he wants. In our experience, a person more often voices his problem: “I want to advertise on the Internet.” However, in a conversation it may turn out that the client also does not have a website. Therefore, we are conducting a dialogue with the phrase: "Let me clarify whether I understand you correctly."
Speak clearly to the client. Otherwise, he will be offended and leave you. A well-known entrepreneur, copywriter Joe Vitale describes in his book the secret of writing texts from hypnotherapist Milton Erickson. Erickson had a particularly difficult paper on hypnosis to write, and he didn't know how to approach the assignment. Then the hypnotherapist put himself into a trance and the subconscious gave out one word - "comics". Milton Erickson was a legend and he realized that he needed to write as simply as comics were made!
Remember that the client does not have to understand your product or service (although they can). Be his friend in this.
Answer openly, confidently and affirmatively. Concisely and accurately present information about the product. Your manager is the first person of the company at the moment. No one wants to hear "uh" on the other end of the line. Confidence affects the desire of the customer to buy the product. Moreover, this rule applies to “dangerous issues”, such as the originality of the product or safety. You should always have a truthful template for such answers.
Share Information As much as needs. You don't have to cram all the information about your future phenomenal discounts into a phone conversation or offer another two hundred and fifty product options if your client wants something specific. Stop on the main thing (product, price, contact details / how to order).
Make a unique offer. Now you know what the client wants and what fears haunt him. You can safely make an offer from several options. Something very specific. Especially for this client!
Talk about difficultiesif they exist. The product is out of stock? Suggest a similar one. Remember the character of Svetlichnaya from The Diamond Hand, who lured "just the same dressing gown with mother-of-pearl buttons." If something does not go according to plan, consult with the client.
Don't make the customer wait. If you need “just a minute” to clarify, ask the client if he is ready to wait or it is better to call back. Value the other person's time.
Push the client to a solution the phrase "how many will you order." In case the client says “well, I'll think about it”, usually nothing works anymore. Find the right moment for the right phrase.
Offer the client something extraif the customer is ready to take the main product. Now it's time for promos with samplers. Offer the client some nice little thing, especially if it is absolutely free! We offer our customers free coupons worth 800 UAH. on contextual advertising (promotion from Google especially for agencies, which costs us nothing). You also certainly have something to offer.
Unobtrusively find out where the customer came from. You have already asked a lot, and the person is tired. To begin with: "Let me clarify how you heard about us?" If the client agrees, but says something vague, such as "some site", "Internet", do not interrogate him!
Be grateful to your client. No one is forcing you to bang, but the elementary “Thank you for your order” can be said.