Customers have a certain level of knowledge, which means that the cultural quality is relatively high, they can think calmly and observe the designer calmly. They can find clues and sincerity from the words and deeds of the designers. They are like a talented audience watching a movie. The actors can't escape their eyes with a slight mistake. Their eyes seem empty, sometimes giving a cold light, and this kind of customer always gives the designer a sense of oppression.
Some customers hate hypocrisy and contrived. They want someone to understand them. This is the goal that designers should attack. They are very cold and serious. Although they are chilling and greeting when they meet with the designers, they all look cold and cold. There is no trace of heat and no spring breeze.
Some customers have a skeptical attitude towards the designer. When the designer gave a description of the program, he seemed to be absent-minded. In fact, they listened carefully and carefully observed the designer's actions, thinking about the credibility of these instructions. At the same time, they are also thinking about whether the designer is sincere and enthusiastic. Is there any trick for him? This designer value is not worth trusting.
These customers are more confident in their own judgments. Once they determine the credibility of the designers, they determine the success or failure of the transaction. That is to say, it is not the decoration itself but the designer himself that sells to these customers. If the customer thinks that you are sincere to him, you can make friends with him, they will give you the whole heart, and the transaction will be successful; but if they confirm that you have a contrived, they will look down on you and will immediately interrupt you. And turned away, there is no room for negotiation.
Most of these customers judge correctly, even if some designers are a bit timid, but sincere and enthusiastic, they will also deal with you.
So researching customer psychology is the necessary way to understand what you should do in your work. Let's analyze it to see if we can do it.
1. Customer is not an expert
When you are negotiating, you must have full confidence - self-confidence. Your confidence brings you the feeling that you are doing it. When you are not sure or hesitating, your impression will be greatly reduced! This is to prevent being rejected by customers. The necessary conditions, when you are wrong, either voluntarily acknowledge the slip of the tongue or insist on the mistake. Don't let customers find your mistakes, instead he is an expert, you are nothing..., customers need to get something from you.
When a customer consults, their staff often responds mechanically with the customer's constant questioning, which is often the best way for designers to lose customers.
Most of the customers we face are almost pure laymen who know nothing about the home improvement industry. If designers want to persuade customers as soon as possible, they must understand the consumer psychology of the customer in detail, and be good at guiding the consumer's consumer psychology, so as to take advantage of the customer's immature consumer psychology and achieve good marketing purposes.
Understand the consumer psychology of customers, think that we should first understand the purpose of the customer's consultation
of. So, what is the purpose of the customer's consultation? If you are a layman, you know that there is very little knowledge about the home improvement. Then, when you face the designer, you can only ask some questions about the hearsay. And what you can think of; if the designer answers these questions mechanically in a question-and-answer manner (this is a very serious mistake!), then, when you can't ask more questions, The consultation moment is over. Almost all of the quick-closing consultations are for this reason, and all the consultations that ended for this reason almost ended in failure. If the designers can do "question one answer ten or even answer one twenty, even thirty", then the designer has shaped a successful consulting model.
Remember and have a deep understanding of this sentence: "You are a professional designer, don't let customers design you!" This is the principle that designers must follow when answering customer inquiries.
In short, if you follow the basic principle of “mastering the initiative from time to time†when answering customer inquiries, you will be able to create a territory of your own in the ever-changing home improvement market.
2. What kind of service does the customer need?
Customers need services when they come to the company. What kind of services do they need? We need to consider the issues from the customer's perspective, and understand the focus, design, construction, or price of the customers. Then work on the customer's perspective.
If you are a purely amateur family decoration consumer, how would you spend your home renovation?
I think, you are likely to be like a customer, first ask the designer a question, then go door-to-door to consult; when you feel exhausted, no longer have the energy to ask deeper, your consumer psychology What about it?
The beauty of empathy lies in the role exchange, which enables people to think about their (her) people. If it is a consumer who is preparing for home decoration, the first thing to consider is the use of funds. Then, whether the quality of the project can be guaranteed, and then the design problem will be considered; this is a standard for home decoration consumers. Way of thinking. Because the financial resources are limited, so we pay great attention to the total amount of the engineering budget quotation given by the designer, but also pay attention to the construction quality; this leads to a contradiction: the investment amount in the home improvement industry completely restricts the reality of construction quality. Under the conditions, how can we complete the home renovation project without increasing the capital investment and quality and quantity?
If it is a designer, all the customer's needs will be arranged in order of importance, namely: 1, service 2, quality; 3, price; 4, design effect.
Knowing the real consumer demand of the customer, the designer should have a corresponding marketing strategy.
3. How to give customers
The more things the customer wants, the more they should understand, but not give him everything. It is so transparent that it is too easy for the customer to think that your job is simple and worthless, but you can't give it. So grasp the heat through different customers. Treat your girlfriend and wife as well.
4. What kind of designers do customers like to deal with?
Image, skill, and eloquence are important, but frankness is what every flesh-and-blood person expects, so that customers can feel your honesty is more important than anything else. The way to succeed is not how good you are, but the customer trusts you. Even if you have some mistakes.
Everyone needs a close friend, and a certain aspect that resonates with it is an element of becoming a friend.
5. Conditions for customers to sign with you
It is not that they meet the expectations of the customers, but that the satisfaction of the customers is greater than the contribution of all the opponents. Therefore, in terms of service, communication, design capabilities, construction, etc., we must do our best to do our best. Failure is not as good as people. When we pay for labor and time, our opponents will use all other means to conquer customers. When we have to pay for services, we will consider how people do it and further strengthen their services. This is the hardest for designers. But it must be done. Our designers are very tired, but this is their work. When you are full of complaints, others are innovating.
6. When is the communication time required by the customer?
After receiving the customer, come up with the fastest speed. The best is the sooner the better. When you have a deep impression in the customer's mind, when your opponent has not met with him, they can stay in the customer's mind. A deeper impression, on the other hand, when the customer has contacted several opponents in a few days, he has lost your impression and you will lose this customer. Although you may have agreed to a time when you talk, as you design carefully, the sooner the better.
7. What does the customer mean late?
If you promised the customer to see the company at 10:30 in the morning, but did not come in the morning, the phone said in the past that something else was busy in the afternoon. First of all, designers can't be late in any situation, especially for customers who have not decided on a contract, and it is normal for him to be late for you because you have to ask for him. ...... So we talk about customers is to try to play their own level of communication, more attractive, time-consuming and labor-intensive, friends are communicated, with the attitude of the ditch woman to face customers.
8. Is the customer really satisfied?
When the customer says that you are all good, when there is no problem with the price, when you say that you are sure to sign, you should be vigilant. He may have decided that he will not cooperate with you, but just find a step. Maybe he has a choice in his heart, but through some words to get more ideas or other from you, so they should pay attention to where they are not in place, fight for recovery, do not float, customers do not sign payment, everything is still 0 .
9. Customers pay more attention to the problem
When the customer says how to change your design in person, when you bargain, you will prove that you are interested in it. He doesn't mean to be dissatisfied with you, but to see if he can get some benefits, such as folding his head, and then look at the mentality of buying things yourself.
10. Customer's language
When you make a client appointment, the other party says that you are on a business trip, the other party says that you are not available, or you have a meeting, when you think about it, when you say that the price is high, in fact, he is likely to be on a business trip with the opponent company. Maybe he wants something that you can't give. Or you are not very satisfied with you. If the customer has no interest in you, you should reflect on the loopholes and mistakes in your reception work. However, it is normal to shop around.
11. The customer needs to refute
Customers have a lot of ideas, there are suggestions from their own life, there are other decoration companies or friends, we must guide customers to follow your way of thinking to think, avoid blind obedience to customers; this proves that you do not have enough ability to control the situation, to Be good at interrupting customers' questions. The time of interruption should be in the time when you have already understood the questions that the customer is about to ask; politely refuting the customer's suggestions will help to establish your expert image in the customer's mind.
12. The surface of the offer
The market is inevitable that some companies deliberately underreported the underreports. The customer first saw the mantissa of the quotation. After all, the customer did not quite understand the tricks. In his mind, he deliberately misreported the underreporting, and you must have it, so To explain clearly to the customer, but also have some skills. But absolutely no customer says you are cheap.
13. Faced with unreasonable demands from customers
There are often designers who ask customers to take the drawings, or ask to go to the construction site once a day, or the whole room renderings, or the folding head will promise, in fact, this can only prove that you are not profound, you must know what you can't do. No one else can do it. Things that you don't want to do, others don't do it, learn to protect yourself properly. Often this is a customer's tentative requirement. For example, in terms of design, there is a saying: Because it is, so don't do it. Generally, the more you can't get it, the more you want to get it. If you want to see the design, you have to do "procedures." The real big name is reserved, you have to be a big name in front of the customer!
14. Dependent inertia
A lot of things have inertia. Don't let customers or other people feel that what you are doing beyond the scope of work is right. What you do is not within the scope of your duties will drag your normal work. The customer needs a full guide during the renovation process, usually the project manager or team leader. I hope this role is not a designer.
15. Customers need compliments
Anyone has vanity and everyone has it. So we have to give the customer a sense of accomplishment, such as making him feel his credit in the design, but can't escape your Wuzhishan. You can talk beautifully, but you have to grasp the time and the way.
16. How to deal with customer-designed design changes
In the construction, there are often design changes, generally we have to be patient, but sometimes it will bring trouble to them, such as things that have already been done, but in fact, the customer first tentatively asks if you can change, in fact, he Also indefinite, our designers need a positive tone to show that the design is feasible and beautiful. If it is ambiguous, he loses confidence in your language and you will spend Fermi on the issue.
17. How to deal with customer commitment
In the face of customers, we need to promise that these promises can be fulfilled in the eyes of the signed customers, so we must put our own mouths, not to cause the market to decline in order to be able to sign a single.
18. When the customer leaves, please don't forget to say to the customer: “It is not easy to decorate once. In order not to regret, you should consult several companies.â€
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