(1) Basic qualities that designers should possess.

Every designer hopes that his or her design works will be accepted by others and that the transaction negotiations with customers will be successful, and they will strive to explore various effective methods and secrets of success.

First of all, the designer's own image is very important. A well-educated person with a certain degree of artistic accomplishment, his good and elegant appearance is not for showing off and showing off. Rather, it represents the image of the company. In the actual negotiation process, designers from the same company who use the same techniques will receive completely different evaluations from customers. Usually the reason for this evaluation comes from the designers themselves. Excellent designers will leave better or higher evaluations with customers when communicating with customers. On the other hand, designers who lack the ability will leave many misunderstandings with customers when communicating with customers, causing customers to have negative opinions about designers and the company at the same time. Lose confidence. Customers learn about the company through conversations with designers. No matter whether the designer has a high or low status in the company, he represents the overall image of the company. Secondly, all designers must learn to recommend themselves. Most designers will start with the company's situation during negotiations, but one thing must be remembered carefully: self-promotion must be carried out while introducing the company. In actual negotiations, customers What I care about most is price, project quality and post-service. Therefore, we want customers to further understand our designers’ own capabilities and the company’s operating policies.

In today's increasingly fierce market competition, every company is working hard in all aspects, so under the same price, quality, and post-service conditions, how to make customers choose your company? As their designer, you must start from our personal and company's overall strengths, and learn how to promote ourselves and how to add additional factors to produce better results. What customers need is excellent designers with strong ability, sense of responsibility and high quality to meet their requirements.

In daily work, you should avoid being disheveled, lacking in energy, being covered in jewelry, or wearing too much make-up. This will create a poor first impression on customers and lose the temperament and image that a designer should have. . Take the initiative to create a good conversation atmosphere for yourself. It is best for male designers to wear suits and shirts. The collar and cuffs must be clean and smooth. The tie should be in a neutral color and should not be too colorful or too dark.

Female designers should not dress too fancy, don’t wear heavy makeup, don’t wear too much jewelry, and should show an elegant and generous professional feminine temperament.

The use of language is very important. When talking with customers, use enthusiastic and confident language, which requires you to treat every customer with full spirit.

A cadence of expression will increase the persuasiveness of what you express. Therefore, when talking to customers, you need to speak loudly, avoid catchphrases, speak too slowly, and avoid unclear speech. There is an old saying in China: "It is not strange to treat others with courtesy". In addition to paying attention to clothing and tone of voice, a designer's image should also pay attention to his own cultivation. Polite behavior will contribute to your success.

During the conversation, let the customer fully express his or her thoughts. Being good at listening to the customer's conversation will help you understand more information and true thoughts, and also help to build mutual trust with the customer; during the conversation It should be expressed in a relaxed and comfortable manner. Being too nervous will reduce the weight of your constructive comments and weaken your persuasiveness.

2. Character and character

1. Positive attitude towards life

Designers should have a positive attitude towards life and face achievements calmly than anyone else and setbacks and failures. It is difficult for people who are depressed by setbacks to achieve success. The quality of treating failure as valuable experience and actively summarizing it, and challenging the goal of success more courageously with greater frustration is what a good designer should possess.

2. Persistence

Repeated visits to some customers with development potential are also one of the means to achieve the goal. We can continuously obtain the real needs of customers during each visit, and then receive targeted visits again, which will definitely reduce the other party's rejection. If you patiently receive customers three or four times, maybe the customer is already planning to cooperate with you. Therefore, it is very important to develop persistence in order to avoid failure.

3. Intelligence

Intelligence is crucial for a designer. Intelligence is the basis for us to respond quickly to customer questions, and it is also the basis for us to adopt clever and appropriate measures. basis of coping methods. 4. Tactful attitude

A good designer is not only a debater, but also a master who can explore customer needs honestly and respond appropriately.

When talking with customers, we hope that the other party will understand our point of view and tell the customer that we understand his needs and can satisfy them. It is not that we hope that customers will agree with our views and not cooperate with us in the end. Therefore, a diplomatic attitude is a must. We do not advocate blindly obeying customers and being honest with customers without principles, but a method of dealing with the overall situation based on understanding and respecting customers. The foundation is respect, authenticity, not hypocrisy.

5. Credibility

In market conditions where supply exceeds demand, designers often face a dilemma where customers are hesitant. For customers, if they want to accept a new company or increase the company's market visibility, this requires designers to cooperate and exert their expertise in all aspects.

The most important thing is to make the client willing to accept a designer as a sign of trust in him. The designer must take actions that make the client trust him. The relationship between the two parties is not just a temporary transaction. Only in this way can customers be happy to advertise for you and bring more repeat customers. 6. Be considerate

People who are eloquent may not necessarily become excellent designers, because such people are often indulged in their own eloquence and ideas and ignore the real needs of customers. Excellent designers will Constantly explore the needs of customers, use delicate sensitivity and compassion to determine the real needs of customers and meet the final transaction.

7. Imagination

Excellent designers should also have the ability to describe the company's prospects. Imaginative statements can not only eliminate the rejection of users, but also give themselves Bring satisfaction and self-confidence, enhance persuasion and promote transaction success.

3. Basic body language that designers should possess

Look at the other person's eyes levelly and stay on the other person's eyebrows. One elbow away from the other party, your hands should naturally hang down or hold information, your chest should be straight and upright, and you should sit steadily on the chair with your legs together and your upper body slightly forward

IV. Shortcomings that designers should overcome

A successful transaction is actually the result of a series of negotiation skills, experience and policy support. It is a systematic project. Problems occurring anywhere in this project will affect other aspects, leading to failure or incomplete success, so designers must avoid any mistakes.

1. Speech focuses on truth

Some designers are accustomed to written and rational discussions. It will make customers feel that their suggestions are not very practical and their efforts to achieve their goals are too difficult. Therefore, cooperation or suggestions are often refused.

2. Arrogant tone

This will destroy the relaxed atmosphere of communication, increase customer resentment, and prevent reasonable suggestions from being discussed.

3. Like to refute at any time

If the designer constantly interrupts the client's conversation and refutes every objection, he will lose the one who can discover the real objection in a short time. When this kind of rebuttal is not accompanied by suggestions, the rebuttal is just a temporary pleasure, which can easily cause the customer to become angry and interrupt the conversation, which is very regrettable for both parties.

4. The conversation is unfocused

If the focus of your conversation is not practical and the customer cannot detect or detect your requirements, there will be no way to start the conversation. So, keeping your presentation focused on key points during your conversation can help you succeed.

5. Sincere compliments

We must be honest with our customers and sincerely agree with their correct judgment of the market. If we give flashy compliments in order to get a contract, it will lower our business. The credibility of the designer and the company will also bear the consequences in the future. 5. Discuss the customer groups and consumer psychology we face (1). Segment the market and select the customer group

Consumer needs are diverse. A specific design plan or price will It is impossible to satisfy all consumer requirements. This requires classifying customers according to certain classification standards based on the results of market research, dividing customers into several types, discovering and mastering them.

(2) Customer type and consumer psychology

1. Customer type

A. Analytical type. Rational consumers

This type of customer is usually more rational when choosing a company. They will weigh multiple aspects and consider various factors. They often consult many companies to evaluate price, quality, service and their own affordability. Wait for all things to be considered before deciding whether to work with you.

B. Autonomous type. Controlling consumers

This type of person has a relatively fixed way of thinking, behavioral habits, preferences, etc., and is very independent. They usually don’t care much about external influences. If they are interested in your company, they will generally not run away. Lose.

C. Phenotype. Impulsive consumers

This kind of people usually like novelty and high-end things and are willing to spend a lot of money to show their status.

E. Friendly type. Hesitant consumers

This type of person has no independent opinion and sometimes does not even understand his own needs. He is hesitant, hesitant and capricious in his actions. 2. Consumption level

A. For analytical and rational consumers

Usually working-class people are the majority, and these people want good quality. service and low price. We must highlight the company's advantages, help them analyze their own situation, analyze the company's advantages, and eliminate their concerns.

B. For the autonomous type. Controlling consumers

These people have relatively fixed preferences and usually have unique needs for design, higher aesthetic requirements, or special requirements for project quality. When negotiating, you need to combine their requirements skillfully. These people are usually very professional in one aspect, such as art. Construction, etc.

C. For phenotype. Impulsive consumers

Generally, their requests are more casual, they ask fewer questions, and they don’t want to show that they know nothing about home decoration, so they can use exaggeration. Stimulation and other methods highlight our company's uniqueness, stimulate their desire to pursue novelty and high-end products, and guide consumers to complete transactions.

D. For friendly and hesitant consumers

While promoting the company’s features, you can understand the needs that they don’t understand and think about what they can’t think of through horizontal comparisons of companies. , let him see clearly the value and benefits of cooperating with our company, and be his assistant. (3) Factors affecting cooperation with customers

1. Price, quality, service, and corporate reputation.

2. Consumer psychology: preferences, income.

3. Social factors: family members. Close friends. colleague. Neighbors, etc.

(4), the entire transaction process and matters to be paid attention to in each environment

1. The process of completing a transaction

Customer visit. Preparation before negotiation, handling objections during the negotiation process, and completing post-transaction services.

2. Telephone answering skills (consultation or feedback)

Polite words. Tone. intonation. Speak slowly, listen carefully, answer affirmatively to certain matters, and be flexible when answering uncertainties. 3. Consultation and communication during the first contact

A. Negotiation knowledge that designers should have

First of all, you must understand your own company situation and relevant departments. Secondly, it is to understand the characteristics of one's own company, development goals, process and the benefits it brings to customers, to master the professional knowledge of the decoration industry and the operation of peer companies, to clarify the position of our company in the same industry and the entire market. What is the level of acceptance of our company, who are our main opponents, and what are the strengths and weaknesses of both parties.

B. Investigation of transaction partners

Understand the customer’s physical situation in as much detail as possible, such as: name. age. Marriage or not. Profession. Hobby. background. Economic status. Family situation. And understand the preferences and behaviors of family members.

C. Try to imagine various problems that may be encountered during the negotiation process and find out. 6. Face-to-face negotiation

1. Overcoming communication barriers and effective communication skills

Make careful and comprehensive preparations for negotiations, act according to circumstances, start with an appropriate topic, objectively understand the customer's needs, and avoid making subjective judgments on your own. Choose enough reasons for the transaction and emphasize that choosing our company is good value for money, and avoid purposeless introductions; strive for the recognition of customers and avoid being "disloyal"; be honest and trustworthy, avoid exaggerated false information; show interest and enthusiasm, and avoid not caring ; Ask provocative questions, take the initiative, provide multiple options, and avoid unscrupulous means.

2. Negotiation skills

Know yourself (analysis and understanding of the company and yourself) Know the enemy (analysis of customer behavior and motivations) Find out the degree of relationship between the two parties (needs and hidden matters, Create a win-win situation).

3. Eight processes of preparation before negotiation

A. Preparation before negotiation.

B. Set big goals and prepare contingency methods.

C. Ask provocative questions to get a deeper understanding of the truth.

D. Take the initiative, turn customers' problems into your own problems, and turn your objections into positive benefits.

E. Introduce benefits.

F. Deal with opposition.

G. Establish flexible space.

H. Achieve goals. Come up with contingency methods and choose the better ones to be prepared.

D. If conditions permit, try to agree on the time and place to meet with the customer first to avoid wasting time.

E. Pay attention to your appearance before meeting, arrange your hair, and dress appropriately. 7. Grasp the negotiation situation

The opening statement depends on the situation. Avoid mechanical expressions. Be patient with customers' inquiries. Publicity should be appropriate and not exaggerated. Pay attention to the other party's expression and language. Signs such as body language. Understand the psychology of customers and respond resolutely in the affirmative to established principles. During the negotiation process, timely add some topics that bring personal feelings closer, be good at creating opportunities for yourself, seize the opportunities, complete the deal, control the progress and retreat, and not pester, leaving room for the next conversation.

How designers should talk to customers 4

8. How to deal with objections

Objection is when the customer has objections to the design plan or the company's system for some reason. Price, raised objections. But this does not mean that the customer will not cooperate with us, but it just means that they still have some concerns and are not satisfied with their ideas and things. There are two main ways to deal with objections:

1. Reduce the chance of objections

Understand the customer’s needs objectively during the negotiation process, provide multiple options, and emphasize that you get what you want. Value, use your honesty, credibility and enthusiasm to strive for acceptance from customers and avoid the occurrence of objections.

2. Handle objections effectively

(1) Attitude in handling objections

Be relaxed, don’t get excited, have a sincere attitude, listen carefully, and pay attention. Ask questions, answer carefully, stay friendly, respect customers, and be flexible. (2) Method 1 of handling objections

When a customer raises an objection, find out what the other party is dissatisfied with, put forward correct opinions, and actively list the company's advantages to compensate for the shortcomings. The specific methods are:

A. Questioning method

For the customer's objections, you can directly ask the reason by using "why".

B. Yes...but

Accept the other party's objection and then turn it into a counterattack.

C. Example method

Regarding the customer’s objections, use examples to explain them to relieve worries.

D. Turn a deaf ear to the Dharma

Do not take the other party's words completely seriously, but change the subject.

E. Information transfer method

Draw customers’ attention to information and other sales tools.

F. Negation method

Negate what the customer says.

G. Echo method

Repeat the other person’s words like an echo.

(3) Method Two for Handling Objections A. Quotation Price

Emphasize that the quotation is different from other companies and is truly value for money, which is exactly what the other party needs.

B. Competitors of quotations

Emphasize that the accuracy of your company's quotations is unmatched by other companies.

C. Satisfactory quality and post-service

Emphasis on the company's commitment and the new feelings and benefits it brings to customers.

D. Subject to preferential policies

Tell customers about our company’s preferential policies.

E. I haven’t heard of your company

Tell customers the scale of our company’s power and emphasize the company’s popularity, but customers have not noticed it.

F. Stick to your own opinions

Designers should show a humble attitude, praise the other party's insights and achievements, and then elaborate on their opinions step by step to achieve the goal of successful negotiation. G. Not giving a definite answer

The designer can directly ask questions related to the introduction until the answer is obtained, or ask the customer questions that are not related to the transaction and the customer is willing to answer, when the customer is very interested. , you can take the opportunity to return to the trading issue.

H. Leave it for next time

The designer can ask the client to consider it again and agree on a time to talk again, or he can ask frankly, where is the failure? What's wrong with your customers? Sometimes they achieve unexpected success.

I. I have decided not to cooperate anymore

With a very regretful tone, I hope that the other party will consider it again, emphasizing the benefits that my company has brought to customers, and we will do it again when the time comes. cooperate.

J. Discover new customers

If the customer does not want to cooperate with your company, but you can also find new customers from other places, the channel through which customers introduce customers is also the secret of your success. 9. Complete the deal

Know the signals of successful negotiation. All negotiations are aimed at closing a deal, and designers should pay attention to grasping customer reaction signals and closing the deal in a timely manner.

1. After the designer explains the details of the plan, quotation, etc. in detail, if you see the customer suddenly focusing his eyes, showing a serious look or being silent, the designer should promptly ask about the deal. .

2. After listening to the introduction, if the customer suddenly becomes nervous or changes from a nervous expression to a smile, it means that the customer is ready to complete the transaction. 3. After the customers listen to the introduction, they will look at each other and exchange views through their eyes. When you appear to be asking for opinions from others, you should seize the opportunity to close the deal.

4. When the introduction is over, the client will lean forward and press the back of the chair, exhale gently, and stare at the documents on the table. At this time, the designer should close the deal in time.

5. During the introduction process, when you find that the customer behaves nervously, such as holding his hair, licking his lips, blushing, and fidgeting, it means that the customer's inner struggle is fierce. Design The teacher should clearly state what the customer is worried about, and then the deal will be close.

6. When a customer* is sitting on a chair, looking around, and suddenly looking directly at you, it means that the person who has been hesitating has made up his mind.

7. When the designer asks for details during the introduction process and the customer starts to calculate the cost, the transaction is not far from successful.

8. When the designer is introducing the product, the customer reacts with excitement like a child or nods frequently to indicate that the customer has decided to close the deal.

9. If a customer who was eloquent before begins to ask some relevant questions and actively discuss it, it means that the customer is interested in closing the deal.

10. If a taciturn customer listens attentively and asks about payment, it indicates that the customer has the intention to complete the transaction.

11. If the customer lowers his face and looks confused, the designer should introduce more details and demonstrate to seal the deal.

12. After the designer’s introduction, the client unexpectedly pulled up a chair. Or drinking the water you prepared for him also indicates that the customer is ready to close the deal.

13. When the customer wants to establish the price and payment method in terms of language, asks how the company's services compare with other companies, and seriously talks about money, he says: 'It's not possible for the time being' but still. When asking about key points and other information, you can discuss closing the deal with the customer. 10. Words and deeds that hinder the transaction

1. Panic

When the transaction is about to be completed, the designer will show slight sweating on the forehead, trembling, etc., and nervous actions will cause the customer to have questions again and worry if customers lose confidence as a result. Then you will lose your customers' trust and orders.

2. Talking more is useless

Since the transaction is ready, it means that the customer’s objections have been basically explained satisfactorily. At this critical moment, you should be cautious in your words and deeds, and remember that silence is golden to avoid Random openings caused the customer to create new problems and raise new objections, leading to the failure of the transaction.

3. Control excitement

It is very important to keep emotions in check when making a transaction. A smile at this time will make the customer feel bad.

4. Do not make negative statements

At the moment of closing the transaction, you should convey positive news to the customer to make him feel comfortable signing the contract.

5. Leave it as soon as possible

Do not talk to the customer for a long time after the transaction is completed to avoid long nights and dreams.

11. Completion method

1. Direct action to complete

Determine the details and arrange the payment method.

2. Plan completion

Please choose one of the various plans.

3. Reward-style completion

Provide additional benefits to make the other party take immediate action. 12. After-sales service

The transaction is successful, but the post-sales service designer should implement it from beginning to end.

13. Summary

Transaction negotiation is a systematic project. Designers have to summarize the reasons and experiences for success. Maybe this time it is just an accidental or isolated success, in every transaction After completion, designers should make the following summary:

1. Do I clearly know what the customer needs and does not need during the negotiation process?

2. During the negotiation process, do I find ways to make the customer understand myself and the company's situation?

3. During the negotiation process, did I obtain information about competitors.

4. During the process, do I pay too much attention to personal relationships with customers.

5. If the discussion fails, what are the reasons and crux of the failure?