TRNG I HC KINH T TP.

HCM
Khoa: Ton Thng k Mn hc: Giao tip kinh doanh

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TIU LUN GIAO TIP KINH DOANH

ti: Giao tip vi khch hng Gio vin hng dn: Thy Nguyn Hu Nhun Sinh vin thc hin: inh Th c Nguyn Danh c inh Th L Hng Nguyn c Lnh o Th Hiu Hunh Dip M Chi Lp: TF01 TP.H Ch Minh - 2012

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C nhng mn hng khi t ca hng ny khng bn c nhng khi mang n ca hng khc li bn rt chy v t gi. Vn l cc sn phm ny c bn nh th no, trong ca hng nh th no sao cho gy n tng thm m, ngoi cm gic c gi tr cao i vi khch hng. Theo chng ta thy mi ngi khch hng ai cng mong mun c s nim n, n cn, chu o. Khng ch ting tm v nhng sn phm dch v ca ca hng, m mt phn quan trng gp nn uy tn ca hng chnh l cch thit lp mi quan h thn thin v to dng quan h di lu vi khch hng. N kt tinh vo sn phm, mt sn phm cha hon thin, do vy phn cn li chnh l nh vo cng c giao tip ca nhng nhn vin. Nh vy, h lm nh th no, bng phng php g, p dng nhng nguyn tc giao tip ra sao bit cch p ng nhu cu ca khch hng th hin tnh sng to, nng ng to ra cc gi tr mi, mt c tnh vn c ca cc nhn vin qun tr cc cp ngy nay. V ngay sau y chng ta cng phn tch phng php giao tip vi khch hng ca nhn vin qun tr cc cp.

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Mc lc
Phn I: Giao tip ng x vi khch hng...4 1. Tm quan trng ca vic giao tip vi khch hng..4 2. Cc du hiu ca quan h vi khch hng...6 3. Mt s cch ng x vi cc loi khch hng khc nhau..6 4. Nhng bin php xy dng mi quan h vi khch hng9 Phn II: Nhm khch hng v cc hnh thc giao tip vi khch hng.........10 1.Cc nhm khch hng.10 2.Mt s k nng thu phc s cho thun ca khch hng13 Phn III: Nhng nguyn tc thc hin giao tip v mt s yu t ngoi ngn ng.13 1. Nhng nguyn tc thc hin giao tip13 2. Mt s yu t ngoi ngn ng22 Phn IV: Cch giao tip vi khch hng kh tnh nht v bin php gii quyt26 1.Cch giao tip vi khch hng kh tnh nht..26 2. Bin php gii quyt...26 3. Nhng sai lm nn tranh27 Phn V: Nhng iu cn trnh trong giao tip vi khch hng..28 Phn VI: Nhng iu cn chun b khi tip xc vi khch hng..30 Phn VII: Nhng iu cn bit khi giao tip vi khch hng nc ngoi..32 1.ng x giao tip thng thng trong giao tip quc t..32 2.Mt s lu khi giao tip vi khch nc ngoi35 Phn VIII: Nhng iu cn bit khi c khch hng mi i chiu i.37 Phn IX: Kinh nghim v k nng giao tip vi nhng khch hng khng hi lng..38 Phn X: By li khuyn khi giao tip vi khch hng..39

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I. GIAO TIP NG X VI KHCH HNG

1. Tm quan trng ca vic giao tip vi khch hng: T khi Vit Nam tin hnh cng cuc i mi, chuyn nn kinh t k hoch ha tp trung sang nn kinh t th trng v s kin Vit Nam gia nhpT chc Thng mi th gii (WTO) th nhiu lnh vc nh Ngn hng, bu chnh, vin thng khng cn v th c quyn. Trc y khi VNPT l doanh nghip cung cp dch v bu chnh vin thng duy nht Vit Nam, t duy mt mnh mt ch vn cn tn ti mt s b phn doanh nghip,CBCNV trong ngnh nh: Th trng l ca ngi bn, khch hng ch c mt ni duy nht mua, v vy khch hng phi l thuc vo ngi bn. Ngi bn c quyn quyt nh tt c t gi c, s lng, cht lng,thi gian. Thi phc v knh kiu, khng coi trng khch hng. Chnh nhng t duy v thi trn (thc ra ch th hin mt b phnnh doanh nghip v CBCNV ca ngnh) gy ra nhng lung d lun x hi,nhng nh kin khng tt, phin din v cc cn b BCVT nh cho rng ngi lm BCVT cng vic th nhn h m thu nhp th cao, li cn ca quyn, hch dch, coi thng khch hng. Cng vi xu hng pht trin tt yu ca c ch th trng, ca xu hng hi nhp, hin nay, c rt nhiu t chc, doanh nghip cng tham gia vo hot ng kinh doanh BCVT (Viettel, SPT, Hanoi Telecom, EVN Telecom, FPT).ng ngha vi iu ny l cc quan nim s b thay i Th trng l ca ngi mua (khch hng), quyn quyt nh l ca khch hng, ch khng phi l ca nh cung cp dch v. Nu thi phc v ca nhn vin hch dch, chtlng dch v khng tt, chnh sch chm sc khch hng kmkhch hng s la chn dch v ca nh cung cp khc tt hn thay v s dng dch v ca VNPT. Nh vy, th phn, doanh thu ca VNPT s b gim st, nh hng trc tip n uy tn, thng hiu ca VNPT.

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 vt qua nhng kh khn thch thc trn, i hi tt c cc thnh vin trong VNPT (Ban lnh o, i ng cn b k thut, cn b kinh doanh, giao dch, cng nhn, nhn vin, bo v) phi c cch nhn nhn v hnh ng mi trong t duy kinh doanh, phc v khch hng, phi xy dng v duy tr c mt phong cch giao tip chuyn nghip, lch s, mang m phong cch caVNPT. Nh vy, c th kt lun rng vic giao tip vi khch hng l rt quan trng, em li rt nhiu thnh cng trong kinh doanh, n lm hin thc ha nhng n lc trn cc phng din kinh doanh ca doanh nghip. Quan nim ny phi c th hin trn cc nguyn tc: Khch hng phi c t v tr trung tm trong ton b hot ng snxut kinh doanh ca doanh nghip; V doanh nghip phi hng ton b n lc ca mnh vo vic c gng tha mn n mc tt nht mi nhu cu ca khch hng. xy dng tt mi quan h vi khch hng, cn phi ch n cc quan im sau: - Coi trng khch hng, ly mc tiu lm cho khch hng hi lng phn u. - Khch hng ai cng quan trng (chng ta kinh doanh cng ch nhm cho h mua tht nhiu hng, thi kin ca khch hng ng nhin l quan trng) - Khch hng lun lun ng. Khch hng c th sai nhng chng ta khng c vch ra ci sai ca h. Phi nh nhng phn tch nhng im cha ng khch hng v quan trng hn c l hy lun gi th din cho khch hng. Mt khch hng b chng ta vch ra ci sai s b mt m khng bao gi n vi chng ta na. Hy thng khch hng bng tnh ch ng nn thng h bng l. - Khch hng mang n hu n cho chng ta ch khng phi chng tamang n hu n cho h. - V khch hng (c hin ti v tng lai ca khch hng khi h chn muahng ca bn);

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 xy dng tt mi quan h vi khch hng, cn phi lu n cc bcsau: Nh tn tui v a ch ca h em n cho h cm gic c quan tm. Gy n tng vi h v s chu o v nghim tc ca bn trong cngvic. cao tm quan trng ca h, t h vo mt v tr rt tch cc. Nhc cho h bit rng h lun c l v bn lun sn sang mun tip tc phc v h tt hn.

2. Cc du hiu v quan h vi khch hng: y l iu u tin v mang tnh thng xuyn m bt c ngi no c trch nhim trong quan h giao dch vi khch hng cn phi bng cc bin php iu tra khc nhau bit r v thi ca khch hng c nh hng nh th no i vi hot ng ca doanh nghip trn phng din giao dch. Cc tiu ch ra iu tra nh: - S lng khch hng n giao dch. - S ln khch hng khiu ni hay hy b hp ng. - Tnh hnh tng trng doanh thu. - Tnh hnh thng tin phn hi t b phn trc tip thc hin hp ng vikhch hng hay t b phn bo hnh, hu mi. - S lng cc khch hng quen hay cc khch hng ln ca doanhnghip. - S lng giao dch trn thc t vi s lng cc giao dch i n kt qumong mun. - Thi gian thc hin cc giao dch tng t tng ln hay gim i. 3. Mt s cch ng x vi cc loi khch hng khc nhau: 3.1 Vi nhng khch hng t ni: Nhng khch hng loi ny buc bn phi c t nhiu cng phu tm hiu mun ch thc ca h khi n vi doanh nghip. Tuy nhin s hng hi qu, nhiu khi li khng h thch hp vi loi khch hng ny. C th h mun t mnh rt ra kt lun hn l b ging gii hay mi cho, h cm thy mnh b theo di, hay kh x nu c bn chm sc k qu. Bn c th quan st h mt cch kn o, nhn nh s
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thch hoc c im no ca h m tung ra nhng thm d trc tip hay gin tip nhm vo h. Bn phi kin tr ch i cho nkhi khch hng ni vo vn hay t ra c phn ng r rng vi vn m bn va nu ra, ri hy tip sang vn hoc sang gi khc. Bn cng khng cn ni qu nhiu, vi khch hng loi ny nn kim li nh chnh h nhng l cc li ni phi ht sc trng lng, khi gi v thc y h.

3.2 Vi nhng khch hng ni nhiu Ngc li vi i tng khch hng t ni, gp loi khch hng ny, chng ta phi kin tr lng nghe h trnh by vn , trnh ct ngang t ngt, trnh kch ng h ni nhiu, ni xa ti, cng kho lo la chn thi im thch hp chen vo cu ni ko khch hng tr li vn hai bn cng quan tm.

3.3 Vi nhng khch hng lnh nht Tip xc vi khch hng loi ny bao gi cng l mt s th thch ivi bn, mc ch l phi hon thnh cng vic v n m bn n gp h v phi c giao tip vi h. S lnh nht nh bc tng, nh go nc lnh di vo s hng hi ca bn khi mi bc chn n gp h. iu quan trng l khngc nn thng qua nhng c ch, hnh ng v li ni lm i phng c thcm nhn c d ch l cht t.

3.4 Vi nhng khch hng e d H l nhng ngi thn trng, hoc v nhng l do tm l, hoc do qu cao mi trng hon cnhTo ra mi trng thn thin ci m l rt quan trng, cho h cm gic h sn sang c tha mn nhng vn ca h khi n vi bn. Kin nhn lng nghe v gii thch cho khch hng mt cch l , khuyn khch, hng dn h t khm ph ra nhng iu th v khi tip xc vi bn hay vi sn phm. 3.5 Vi nhng khch hng t cao t i: Trong giao tip vi nhng khch hng mi v ngay c vi khch hng truyn thng, bn s lun gp phi nhng khch hng thuc loi ny. i tng khch hng ny tht ra khng gy kh khn g c bit cho bn lm. Hy cho h ni ht, ph
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din ht tt c nhng g gi l hay ho, b trn ca h, mt cch t nh v d dm bn c th theo h. S tha hip l cn thit c th n mc tiu chung bn hy hay to iu kin cho h ni ra trong mt trng thi c bn lm h tho mn cao v thi t cao t i. Bn hy nh rng khi n vi bn khch hng cn cn phi c tha mn v s thng li tinh thn na i n quyt nh c hp tc hay mua sn phm ca cng ty bn hay khng. 3.6 Vi nhng khch hng l nhng ngi hiu bit: C th tm hiu rng h l nhng ngi rt thng tho v l thuyt cng nh thc t ca vn c th hay lnh vc ang lm vic vi bn v h c trnh trn hn bn. S thng thn, cu th, chn thc, sng phng l nhng cha kha ring l bn m tng cnh ca khi mun thnh cng trong giao tip vi h. 3.7 Vi nhng khch hng ng bng: Loi khch hng ny thng t gp vi t cch l ngi i din c lp cho mt i tc, nhng c th gp trong mt nhm i din. H c th lun thayi trng thi, phn ng ca mnh.gy cho bn mt cm gic kh nm bt vi chnh bn. Nguyn tc khch hng l thng , khch hng lun ng s lm bn b ng hon ton hay khin bn c th lm mt lng nhng v khch khc trong nhm. Phng chm s th l hy coi h l N hong bn c c hi nhn nhng, coi nh ha v hi hc ha theo cch c th chp nhn c ivi mi ngi trc nhng thay i. Nu h l ngi mua hng, vn tht n gin, bi v khi bn ch cn h th l ht nhng g khng hi lng, v bng mt cu ni ng vin hay khen ngi d dm h s khng b bn m khng mua g.

3.8 Vi nhng khch hng hay phn nn, ch bai: Khng nn t ra sn sng tranh lun, cp li, khng nh hn thit vi khch hng khi xy ra nhng iu phn nn ca khch. Vic cn thit v l nhim v ca bn l phi lng nghe, cm n v tm cch khc phc thiu st ngay sau nu c th. Khng phi bao gi khch hng cng ng, v bao gi cng c phm cht ca mt Thng , hay N hong. Nhng h ch khng ai khc mi c th em n cho bn
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nhng ngun li nhun, v chnh l ci bn cn tn ti. S phn nn ca h khng phi bao gi cng tha ng,nhng chc chn c l do ca n. Khi khch phn nn, bn khng nn t ra nn nng nghe cho qua chuyn, cng khng nn quan trng ha s c, hoc khng nn tm ngay nhng ngi c trch nhim c th v vic nghe thay bn. H phn nn vi bn, cho d bn khng phi l ngi gy ra hay c trch nhim chnh nhng ch t h thy cn phi ni, v thy bn l ngi xng ng nghe h phn nn. Bng c ch, nh mt, ging ni bn tip thu li phn nn nh l bn l ngi hiu h, ng v pha h bit li phn n cha hon ho thnh nhng li gp chn tnh mt cch hon ho. Khng nn phn i khch hng m kho lo chuyn sang mt kha cnh khc, ng thi lun c cch a ra nhng ngh mi hp l hp tnh cho c hai bn.

4. Nhng bin php xy dng mi quan h vi khch hng C nhiu bin php xy dng mi quan h vi khch hng hin thc v khch hng tim nng. Nhng bin php thng c s dng l: 4.1 Hi ngh khch hng: Hi ngh khch hng phi c mt cc khch hng ln, cc bn hng quan trng. Trong hi ngh khch hng cng ty phi c cc ni dung gi khchhng ni v u v nhc im ca sn phm, nhng thc mc trong mua bn,nhng thiu st trong quan h giao dch mua bn ca cng ty (k c cn b ca cng ty), yu cu ca h v sn phm v nhu cu trong thi gian ti cng tronghi ngh ny, cng ty cng b cc d n v cc chnh sch ca mnh Trong hi ngh, cng ty cn cp ti cc chnh sch, cc biu hin vi m tc ng ti qu trnh kinh doanh, kin ca khch hng c ngha to ln i vi quan h ca cng ty vi cp trn.

4.2 Hi tho: Khc vi hi ngh khch hng, hi tho ch cp ti mt hoc vi kha cnh ca kinh doanh. V d nh: hi tho v kh nng xm nhp th trng casn phm, v gi c, qung coThnh vin ca cc hi tho khng phi ch c cc bn hng ln. Thng qua hi tho tng cng, li ko cng chng i vi hng ha ca
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mnh. Cn khai thc trit cc phng tin thng tin i chng qung co khuch trng cc kt qu ca hi ngh khch hng v ca cccuc hi tho.

4.3 Tng qu: y cng l bin php ca cc nh kinh doanh hay lm. Tuy nhin n khng phi l bin php ph bin. Ty theo cc iu kin c th m cng ty quyt nh tng ai, vo lc no v s lng ra sao. Nhn chung cc khch hng ln l nhng ngi cn tng. Qu c th l sn phm s bn hoc mt loi sn phm no ca doanh nghip. Nu gi qu khng phi l sn phm ca doanh nghip th trong gi phi c hnh nh ca sn phm s bn hoc biu trng ca cng ty 4.4 Hot ng h tr bn hng H tr bn hng l mt hot ng rt quan trng ca Marketing. Hotng h tr bn hng c thng qua vic s dng hot ng ca cc hip hikinh doanh, ca hng gii thiu sn phm, hi ch

II.

NHM KHCH HNG V CC HNH THC GIAO TIP

VI KHCH HNG:
1. Nhm khch hng: Vi nhng nh qun tr d cp bc cao hay thp, h u phi tip xc vi nhiu loi khch hng khc nhau. Phi cn c vo tng khch hng p dng nhng hnh thc giao tip khc nhau v s dng nhng k nng giao dch c th thnh cng. Vy lm th no c th giao tip tt vi cc khch hng, t c mc ch m mnh mong i ? chnh l phi cn c vo tng nhm khch hng v cc hnh thc giao tip vi khch hng. Gm nhng nhm sau :

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 Khch hng thin ch C nhiu khch hng c thi rt thin ch, giao tip vi h rt d dng, nhng cn phi ch ng ch gi ly tnh cm m qun ht mc ch giao lu v phc v khch hng. Khch hng t li Gp phi khch hng t ni, bn nn sm tm hiu yu cu v mun ca h, vi nhng khch hng ny, nu bn c th ni ng yu cu v mun ca h, cng c th h s tr nn t nhin v thng thn. Khch hng ni nhiu Gp phi nhng khch hng ny th bn phi lng nghe, hu kh nghe. vi nhng ngi thch ni, h khng chu c khi b ngi khc ngt li. Lc ny, nhn vin marketing c th thng qua vic a ra nhng cu hi ngn gn v chnh xc hoc nhng cu tr li sng sut chuyn hng ch sang mc ch ca bn. Khch hng vi v Thng thng, nhng khch hng vi v khng c thi gian hoc h ch t ra v mt nh th. iu ny khng h g, ci quan trng l bn phi bit giao tip vi h mt cch nhanh nht c th li dng s vi v ca h. V vi nhng ngi hay vi v th sau khi tm hiu h li c th ra quyt nh nhanh chng. Khch hng lun cho mnh l ng Vi nhng khch hng lun coi mnh l ng, thc ra h t khi c c , nhng tht ng tic l ngy nay c nhiu khch hng tht s hiu bit nhiu hn so vi nhng nhn vin marketing. Gp phi nhng khch hng ny, nhn vin marketing trong moi trng hp u khng th ng lp trng phn i chng

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li h m nn giao tip vi h mt cch lch s, k c lc rt kh lm c iu ny. Khch hng chn ch Vi nhng khch hng chn ch, bn khng nn thc gic g, ch cn pht hin h c mt cht tin cy vo bn, bn nn nm bt ly c hi ny nhn mnh danh ting tt p ca cng ty v nhng tnh nng tt nht ca sn phm. Khch hng v l ng mt bnh tnh trc mt nhng khch hng v l, bn nn gi thi hu ho, tt nhin cng khng c "thp c b hng" vi h. Qua s c gng ca bn, s giao tip kh chu ban u thng thng c th s tr nn d chu hn. V khch hng s pht hin ra rng, nhng ngi bit gi lch s c th mang li nim vui cho chnh mnh. Khch hng lun c thi ph bnh Khch hng lun c thi ph bnh vn c th l khch hng tt. Mi khch hng u c quyn dng tm nhn ph bnh kim sot nhng sn phm c cung cp cho h, nu c th tr li nhng vn m h nu ra lm cho h khm phc, bn s c c s tin tng ca h. Khch hng qu cu k Gp phi khch hng qu cu k, bn nn chu kh nhn ni. S cu k l cn thn qu mc i khi cng d nhm ln vi s "bi lng tm vt". Khch hng c thc quyn lc Bn ng tc gin vi nhng khch hng c thc quyn lc. Bn hy tng tng loi khch hng ny c lng t ti hoc gp phi s tht bi no , vi tin ny, nu bn c th cung cp cho h mt s thng tin c li hoc l gip h, bn cng c th t c mc ch ca mnh.
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2. Mt s k nng thu phc s chp thun ca khch hng: Chng ta cn phi ng cm vi h bi :

Ngn ng ng iu (ging, iu v tc n ni) T th ging nhau (ngn ng c th ging nhau) n ni theo kiu ni ca khch hng. S hi ho v gi tr v quan im Vn ho doanh nghip ging nhau Thng nht ch S chp thun v tnh khu vc Chia s li ch

III.

NHNG NGUYN TC KHI GIAO TIP V MT S

YU T NGOI NGN NG:

1. Nhng nguyn tc khi giao tip: Trn thc t, chng ta cn phi tun th nhng nguyn tc c mt bui giao tip thnh cng, nhng nguyn tc ny xem nh l mt liu thuc hu hiu duy tr mi quan h tt p, ginh c tnh cm t khch hng. Nhng khng c nguyn tc no l bt bin, m chng ta phi ty vo tng trng hp, tng hon cnh m a ra ra cch x tr hp tnh hp l. Di y l mt s nguyn tc c nhn tm thng dng trong giao tip kinh doanh : Lng nghe Lng nghe kin ca ngi khc, iu ny gip chng ta ci thin dch v trong tng lai. Mi ngi thng c n tng khng tt vi nhng ai ch bit gi
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quyt cc li phn nn m khng thc s lng nghe nhng g h ni. Khi bn thc s lng nghe khch hng, mt cm gic thoi mi, d chu s xut hin trong lng mi khch hng bi s lng nghe chn thnh l kh him hoi, thm ch ngay c khi bn nh v nhng ngi thn. Lng nghe to cho khch hng thy bn tn trng, nh gi cao h v quan tm n h. Lu : Xin nhc li tn ca ng/b v ngh cho bit vn . Cu ni ny cho thy, bn khng lng nghe, ng thi chc tc thm ngi vn c chuyn khng hi lng. Nh tn khch hng Xng tn c nhn l mt trong nhng m thanh nht m khch hng mun c nghe. Vic xng h bng tn ring trong cuc ni chuyn vi khch hng s cho thy chng ta nhn nhn h vi t cch mt c nhn ni ring ch khng phi i tng khch hng chung chung, qua th hin s tn trng ca chng ta vi khch hng. Hy dng tn ring ca h khi ni li cho hi, cm n, tm bit.. lm cho bu khng kh tr nn nh nhng, thn thin hn. Tuy nhin, ng s dng tn ring ca khch hng mt cch qu thng xuyn bi v n c th khin khch hng kh chu, hy s dng vo lc u v lc kt thc cuc hi thoi. N ci t tri tim. Duy tr dch v khch hng vi n ci trn khun mt dng nh l ci g hi rp khun. Tuy nhin nu mun khch hng yu thch dch v ca mnh, hy thc hin n vi mt n ci chn tht. Mt n ci chn tht s khin khch hng cm thy h c cho n, an tm hn v li trong lng khch hng mt cm gic nng m. Lu : N ci c tc dng to ln nh vy, nhng ci phi ng lc khng th hnh nh bn thn v cng ty s b nh hng. Vy khi no n ci tr thnh v duyn? Nu ta ci m mi ngi cng vui v hng ng ci theo, y l c duyn, Cn nu ta ct ting ci trong mt bu khng kh khng ng ci th ting ci s
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tr nn v duyn! V mt lu nh na l n ci p khng phi l n ci l nhng nhc im v mt thm m: ting ci qu ln, ci h li Hy cho khch hng bit, h l ngi quan trng H bit rng cng ty chng ta c rt nhiu khch hng khc nhau nhng h ch thc s yu qu n nu chng ta khin h cm thy mnh thc s quan trng. Hi khch hng v nhng li khuyn. Khch hng no cng c sn nhng kin c nhn v cung cch lm vic ca nhn vin v cng ty, v nu h c hi vo thi im thch hp theo nhng cch thch hp, ng thi h cm thy rng nhn vin thc s quan tm n cu tr li, khch hng s a li khuyn. Khng nn t ra sn sng tranh lun, cp li, khng nh hn thit vi khch hng khi xy ra nhng iu phn nn ca khch. Vic cn thit l phi lng nghe, cm n v tm cch khc phc thiu st ngay sau nu c th. Coi trng kin ca khch hng, ng bao gi ni h lm ln. Hy cho h ni tho thch nhng ci m h mun ni. Tn trng khch hng D l mi trng trang trng ti cng s hay khng gian tip khch thn mt tic chiu i, bn u phi th hin s chn thnh v trn trng mi quan h hin c vi i tc. Phi t nh trong ng x v r n luyn k nng nm bt tnh hnh, thi ca khch hng qua nh mt, nt mt, cu t - linh hot trong tr chuyn v thay i ch ph hp. im nh s cng thng nu c) bng nhng cu chuyn ngoi l, gn gi trc khi i vo ni dung chnh nh hi thm v cuc sng, qu qun, s thch Lun ci ni tht tm ch khng n khch bng thi lnh nht. Gii p y thc mc, khiu ni ca h ch khng phi lm l. Hy lun lun phi gi th din cho khch hng. Khng phn bit i x vi khch hng. Lu : "Ti c th gip g cho ng?" ch khng phi "ng mun g".

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 Quan tm thc s n khch hng Chng ta mang li nim vui cho khch hng, ch khng phi cho khch hng mt ci g Vic ny i nguc li chnh sch ca chng ti. Khch hng khng mun giao dch vi nhng ngi quan liu, cng nhc, nn ngi phc v cn nh nhn tm hng gii quyt linh hot trong chng mc c th. Hy nh: ng khch hng tht vng. Lu : khng phi l cng vic ca ti. Trong trng hp ny, nn ni: Ti bit ngi c th gip ng/b gii quyt vn ny. Ti s gii thiu ng/b vi ngi . "Ti ch lm vic y thi" Cu ni rp khun ny ti thng c nghe hu ht cc nhn vin phc v bn sau khi mn n em ra khng ng yu cu. Bng vi t ti t ny, mt nhn vin cho bit ni khng c lng nhit tnh, hng hi, quan tm ti khch v nhn vin khng sn lng p ng nhu cu ca khch hng. 81% khch hng t b nu h cm thy rng i phng khng c thin ch gip hoc khng ch n nhu cu ca khch hng. V d: Khch hng mun mua mt chic xe tiu tn t nhin liu v c kch c nh tin i trong thnh ph vn rt cht chi, nhng sut bui h ton c nghe ngi bn hng "thao thao bt tuyt" v nhng th mnh ca chic xe cng knh. Gip khch hng nhit tnh. Hy ti gip bn mt tay. D ch l gip khch mang hng ra xe hay n gin l m ca gip ngi ang mang hng nng trn tay th mt thng ip r rng, sn sng gip h v n tng ny s hn su vo tm tr khch hng. V tt nhin, n s khin h quay tr li vo ln sau. Thng tin cho khch hng cc dch v khc m khch hng quan tm nu c th. Kin nh quan im Khng nn gi chiu no che chiu y m cn phi hc cch ni li ca chnh mnh. Nhng cng khng c phn bc quan im ca ngi khc m xut cc phng n gii quyt hp l.
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 ng thch tranh bin Cn bnh tnh ni, trnh bin cuc ni chuyn thnh cuc thi hng bin. Hiu r thng ip ca ngi ni Hy nh rng nhng g ngi khc ni v nhng g chng ta nghe c th hon ton khc nhau! mi s cht lc, gi nh, ph phn cng nh tin tng mang mu sc c nhn ca chng ta c th s bp mo nhng g chng ta nghe c. Bn nn gi li hoc tng hp li nhng g ngi khc ni chc chn mnh ang hiu c vn . Hy nhc li nhng g bn cho rng mnh ang nghe c v hi Ti c hiu ng bn khng nh? Nu bn thy mnh b ng chm bi nhng g ngi khc va ni th hy ni nh vy, sau hy hi thm hiu r vn : C th ti khng hiu ng bn v cm thy b xc phm bi iu bn va ni. Ti cho rng nhng g bn va ni c ngha l XXX; c ng bn l nh vy khng? Khuyn ngi khc ng a ra li khuyn tr phi ngi ta hi. iu ny c th s rt kh thc hin, nht l khi chng ta thy r rng tng ca mnh s c li cho ngi .Thay v ni Bn nn lm th ny, bn nn s dng mt s cch ni khc th hin r s tn trng ca mnh, v d nh mt cch kh kh thi l.. hoc c mt cch gip ti trong trng hp tng t nh th ny l X. Nu bn ngh n s gip ch c cho bn th ti rt vui lng chia s vi bn iu ". Hy c hiu ngi khc Bn hy tm ra mt im tng ng thay v ch chm chm vo s khc bit gia bn v ngi khc. iu g c th khin c hai ngi cng thch th (v d nh vic g ri mt vn no ) ? Mt cch bt u khm ph ra im tng ng chnh l vic chia s
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cc d nh thm kn ca mnh v nh bn c th ni : D nh ca ti khi chia s vi bn v iu ny chnh l gip bn thnh cng trong d n ny. iu u tin m khch hng nhn nhn s l cch thc tin hnh cc hot ng kinh doanh thng nht. Trong trng hp ny, nhn vin khng ch tr chuyn, mt i mt vi khch hng, c th thc s thu hiu vic khch hng nhn nhn nh th no...Bn li ko khch hng tham gia vo cc hot ng kinh doanh, hay lm cho h tin rng bn ang thc s lng nghe cng nh coi trng kin ca h. Thc t khch hng s ngy cng quan tm ti sn phm/dch v ca bn v coi thnh cng ca bn nh thnh cng ca chnh h vy. Giao tip khch hng l mt phn on c bit trong cc hot ng kinh doanh Chc hn nhiu ngi s ni giao tip l mt con ng 2 chiu: ni vi khch hng, sau lng nghe nhng g h ni. Tuy nhin, trn thc t giao tip c 3 chiu. 1. ra nhng thng ip kinh doanh ca mnh v phn b n ti khch hng thng qua nhiu cch thc khc nhau, v d nh nhng nhn vin bn hng, qua h thng truyn thng i chng, bng cc website, cc s kin ti tr, chnh sch hay bn tuyn b dch v y l s th hin, truyn t). 2. Nhng thng ip s c n nhn hay khch hng nhn c mt thng ip no y l s lnh hi). 3. Khch hng hin ti v khch hng tim nng, h phn ng li trc nhng g h bit tuy cha hn ng vi ch ch ra ban u). Vi ba bc trn, giao tip c tin hnh theo cng thc sau: Biu l + Lnh hi = Giao tip. Nu b qua bc 2 - nhng g khch hng nhn c v lnh hi - c th khng bao gi hiu c chuyn g xy ra sau khi tin hnh bc 1 v iu g dn n bc 3. ng n thun ch gi i cc thng ip mt chiu. Nhng phn hi v bnh lun t pha khch hng s c tc ng rt ln n cch thc tin hnh cc hot ng kinh doanh, ra cc chnh sch v to ra cc sn phm. Khi lng nghe cc thng ip

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, chng ta s c c nhng cng c cng nh k hoch ph hp cho phn ng kp thi vi mi thay i trn th trng. Nu kinh doanh trong mt lnh vc thng xuyn tip cn vi khch hng nh dch v bn l, dch v y t, chm sc sc kho, bn hng trc tip iu u tin m khch hng nhn nhn s l cch thc tin hnh cc hot ng kinh doanh thng nht. Trong trng hp ny, nhn vin khng ch tr chuyn, mt i mt vi khch hng, m cn c th thc s thu hiu vic khch hng nhn nhn nh th no thng qua ngn ng c th m h th hin khi n cng ty bn. Khi ni chuyn, nhn v lng nghe khch hng, h c th ang giao tip thng qua mt vi ngn ng c th truyn thng: H tip xc vi bn bng tay: Bn ngh rng y l c ch ca s qu trng hay thn thin? Thc t khng hn nh vy: c th do bn khng ch ng mc n khch hng v h buc phi lm iu ny c bn quan tm hn. Tay vt sau lng: Khch hng ang giao tip vi bn bng thi ca k b trn hay cm thy khng va : chc hn bn lm iu g khin khch hng pht lng. Khoanh tay trc ngc: y l du hiu cho thy khch hng ang khp mnh, h khng quan tm n vic lng nghe nhng g bn ni: dng nh bn mt h. Nhu lng my: Mt ci nhn ngc nhin v kh hiu, nhng cha chc l khch hng khng tin tng. Ch tay: Mt biu hin kh r rng! Khch hng ang buc ti bn, thm ch c khi h ang n n ci.

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Khng mt c ch no trong s cc c ch trn th hin s tch cc v r rng bn cn phi thc thi ngay mt vi hnh ng thch hp no . Lng nghe khch hng, bit r h s phn ng nh th no lun l mt cng c hu hiu khi bn mun cc sn phm hay k hoch xc tin kinh doanh, cng nh chnh sch hot ng ca mnh tr nn hiu qu hn. Nu bn khng c nhiu c hi gp g khch hng, c mt vi cng c khc m bn c th s dng m bo rng nhng g khch hng ni lun c lng nghe mt cch y nht. Nhiu cng ty s dng cc bng cu hi iu tra tm hiu nhng yu cu, kh khn, vng mc ca khch hng. Khi bn s dng cc bn tin, thip mng sinh nht, chng trnh thng hay th in t tip th, ngha l bn bt u i trn con ng 3 chiu trong giao tip vi khch hng. Hy nh rng con ng 3 chiu l: Biu l + Lnh hi = Giao tip. Bn c th s dng nhng cng c nh vy mi khch hng tham gia vo nhm Research and Development (Nghin cu v pht trin) ca bn. Nhng lm th no cc khch hng thc s tham gia vo hot ng R&D nh vy? iu ny c th d dng c thc hin nh th in t hay mc gp trn website ca bn. Cc nhm R&D c th em li cho bn nhiu li ch, trong phi k n: 1. Mt tp th R&D hnh thnh t nhng khch hng s cho php bn th nghim cc k hoch cho sn phm mi, xc tin kinh doanh, chnh sch hot ng, gi c. 2. Mt tp th R&D s cung cp cho bn nhng tng mi lin quan n bt k vn no k trn. Bit u chng mt tng v i no s xut hin! 3. Nu tp th R&D bit rng bn coi trng nhng phn hi t h, h s tip tc em li cho bn nhng thng tin chn tht v mang tnh xy dng nhiu hn, ch khng n thun ch in vo bn iu tra mt cch my mc. 4. Nu bn bit cch tn dng hoc c phn thng thch hp cho cc kin ng gp ca khch hng, bn s em li cho h nhng c hi th hin bn thn, mt iu m tt c chng ta phi mt nhiu thi gian mi thc hin c.

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5. iu ny s to ra s trung thnh ngy mt ln hn t pha khch hng, v kt qu l khch hng sn lng xc tin hot ng kinh doanh gip bn, h tr thnh nhng nhn vin bn hng khng chnh thc hay thm ch l nhng ngi truyn gio cho bn. Ngoi ra bn c th trc tip tin hnh iu tra i vi khch hng bng cc phng php sau: iu tra gi bu in: Gi cho khch hng bng iu tra km theo sn phm v sau khi in xong th yu cu gi li cho doanh nghip. Do c nhiu cng vic rt bn rn nn khch hng khng mun in cc thng tin ny cho bn. V vy, rt nhiu doanh nghip a ra bin php khuyn khch, v d nh sau khi in biu v gi li th c th tham d bc thm trng thng v thng qua phn thng khch l khch hng in vo biu iu tra. iu tra ngu nhin trn ng: Hng in t gia dng SONY tng s dng cch nghin cu iu tra th trng ny. H trng tp mt s sinh vin i hc, em biu ny n mt s cc qun n nhanh, siu th, khu du lch iu tra ngu nhin khch hng, t d on s lc v th trng. iu tra in thoi: Ngnh vin thng Trung Quc lm theo phng thc ny, h c b phn chuyn phc v khch hng, nhn vin ca b phn chuyn phc v khch hng nh k gi in cho khch hng, iu tra kin ca h v sn phm v dch v ca doanh nghip. Ngoi ra, h cn mi khch hng tham d hi lin hp hu ngh khch hng, mi ngi gp mt trc tip a ra kin v cht lng dch v khch hng ca doanh nghip.

Ngoi ra xy dng kho d liu iu tra mc hi lng ca khch hng l rt quan trng. Thng thng, iu tra mc hi lng ca khch hng khng phi ch
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thc hin mt ln, m c th thc hin nhiu ln theo nh k, chng hn vi thng mt ln. Kt qu thng k s liu iu tra mi ln u khng ging nhau, v vy, cn phi xy dng mt kho s liu iu tra mc hi lng ca khch hng, sau tin hnh phn tch theo nh k. Thng qua kho s d liu tm hiu cc loi thng tin ca khch hng cng c th nng cao hiu qu cng vic phc v khch hng. Tm li, con ng 3 chiu ca giao tip gip bn li ko khch hng cng bn tham gia vo cc hot ng kinh doanh, lm cho h tin rng bn ang thc s lng nghe cng nh coi trng kin ca h. Nh , khch hng s ngy cng quan tm ti sn phm/dch v v coi thnh cng ca bn nh thnh cng ca chnh h vy. Suy cho cng, 12 nguyn tc trn, th lng nghe l cng c quan trng nht dn ti cuc i thoi thnh cng.

2. Mt s yu t ngoi ngn ng:

Ngoi nhng nguyn tc cn thit, quan trng y, chng ta khng th khng ch v s dng linh hot mt s yu t ngoi ngn ng, n tc ng ti s giao lu vi khch hng. V nhng yu t ny cn phi ch nhng l nghi g ? Nhng hnh thc ca yu t ngoi ngn ng trong giao tip ch yu bao gm: Thi v t th, ra hiu bng tay, tm nhn, nt mt v v tr, c ly gia hai bn...Nhng hnh thc biu t ny trong giao tip u cn phi ch . Vic s dng ngn ng khng li c khi c th biu t nhng mun ni m li ni khng th t ht c. Do , chnh yu t ngoi ngn ng cng c th d hiu hn v mang li hiu qu bt ng hn trong dch v khch hng. a) Thi v t th Trong bt k trng hp no, nhn vin marketing u phi t r thi thnh tht, nhit tnh, ung dung, y l c s giao tip tt vi khch hng, l tin c bn th hin s tn trng khch hng. Phi ch trnh 4 thi sau y: Thi ngo mn, nh th s lm tn thng n lng t trng ca khch hng. Thi lng tng s lm cho khch hng khng dm tin tng. Thi lnh lng, s lm cho khch hng cm thy khng thn thin. Thi tu tin s lm cho khch hng khng tn trng bn.
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Nhng nu ch c thi chnh xc thi vn cha y , nhn vin marketing cn phi lun lun ch n cch n ni ca mnh, tip tc to n tng tt cho khch hng gip bn t c mc ch marketing. Nhn vin marketing trong qu trnh giao tip vi khch hng cng nn c bit ch trnh nhng t th sau y: Khng nn ngp ngn ngp di. Khng c gi u gi tai, b ngn chn, tay. Khng nn nga mt ln tri, vnh vnh vo vo, khng nhn chm chm vo khch hng, khng nn nhn vo khch hng t u ti chn. Tu theo khch hng v tng trng hp khc nhau, nhn vin marketing nn p dng nhng t th khc nhau. Nu i tng l ngi c thanh th , t r s tn trng, nhn vin marketing nn ngi thng v ci ngi v pha trc mt cht. Nu khch hng l ngi cng la tui v c kinh nghim tng ng vi bn, bn c th ngi thoi mi hn to cm gic gn gi vi khch hng. Nu i tng i cng vi v hoc chng, tt nht bn nn lch s mt cht t thi tn trng h. Vi nhng trng hp bnh thng, trong giao tip vi khch hng, t th cn chnh xc ca nhn vin marketing l: t nhin, ung dung, n cn, mt - Khng nn nhn i ni khc, nhp nhm, ng ngi khng yn, nhn ngang nhn dc, t tng khng tp trung, nhn thng vo khch hng, hi ci ngi mt cht v ch ng cho hi khch hng. Trong thi gian giao tip, nu c ngi mi thuc, mi nc, nn ng ln hoc ci ngi mt cht nhn ly t lng cm n.

b) Tay Dng tay ra hiu l mt ng tc s dng nhiu nht trong giao tip vi khch hng, nu s dng thch ng, s lm cho nhng thng tin m bn mun truyn t ra cng r rng hn. Ra hiu bng tay mt cch thch ng, s c tc dng nhn mnh v nhng ni dung m bn ang ni. Nhng cng cn ch khng nn s dng qu nhiu s to cm gic kh chu i vi khch hng.

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S dng ng tc ra hiu bng tay t, nhiu v ngha k m theo ca n tu thuc vo tng quc gia khc nhau, dn tc khc nhau v nhng khu vc khc nhau. Cho nn, trong qu trnh khai thc th trng marketing cc nc khc nhau, cc ni khc nhau, bit ra hiu bng tay mt cch thch ng l mt k nng khng th thiu ca mt nhn vin marketing.

c) Nt mt Nt mt bao gm nh mt trong qu trnh truyn t thng tin c tc dng rt quan trng. c bit l trong nhng cuc giao lu bng tnh cm, tc dng ca nt mt chim t l rt ln. Cc nh tm l pht hin ra rng, trong nhng cuc giao lu bng tnh cm, truyn t thng tin cn c 12% ngn ng cng thm 38% ging ni v thm 50% nt mt, nh vy c th thy r c tnh quan trng ca nt mt. Cho nn, mt nhn vin marketing nu mun truyn t tt hn nhng t tng ca mnh, c th s dng hp l cc c ch nh i mt, lng my v i mi gip bn t c mc ch. Trong giao tip vi khch hng, thng thng vic s dng nhiu nht v hiu qu nht l nt mt ti ci. Vic mun ci hay khng, bit ci hay khng, l th hin nng lc ca nhn vin marketing. Trong giao tip, ci v bit ci mt cch thch ng l biu hin ca s hi hc. Trong cuc gp ln u, nu nhn vin marketing c nhng cu hi hc lm cho khch hng vui v, s lm cho khch hng thy bn d gn hn. c bit l trong hon cnh kh khn, nu bn bit t ni ra nhng cu ni hi hc , bn s c th thot khi hon cnh kh khn mt cch d dng hn. Nu trng hp khch hng c sai lm g, mt n ci, mt cu ni hi hc cng c th gip h trnh khi s bi ri.

d) nh mt Trong lc ni chuyn vi khch hng, nh mt ch yu c tc dng t tn trng, hu ho, quan tm v tp trung.v..Tr tnh hung quan trng, nh mt c th lm ni bt im quan trng, cng l bin php iu chnh khong cch tm l vi khch hng.
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Trong giao tip vi khch hng, phi nhn thng vo khch hng, nu khng, ngi khc s khng cm nhn c tnh lch s ca bn, nh mt nhn vo ngi khc phi t r thin , phi bit cch nhn, nhn vo ch no cng l iu cn lu . Thng thng l nhn vo u, ch yu l i mt, phn gia ca c th thng thng khng nn nhn, m c bit l phn di, bt k l nam hay n, gi hay tr, vi ngi trn hoc khch hng, nh mt khng nn nhn ci xung, nn nhn thng thm ch c lc cn nga ln. Thi gian nhn sang i tng cng phi ch , theo mt cch ni chuyn nghip, trong nhng cuc giao lu, thi gian nhn vo khch hng l khong 1/3 ca tngtg gp g khch hng, lc cho hi, ni chuyn v lc cho tm bit u phi nhn vo khch hng, cn nhng thi gian khc c th tu theo tnh hnh.

e) Im lng C khi s im lng mang tnh cht tch cc, c khi s im lng cn hn hn li ni, nhng c nhng s im lng mang tnh cht tiu cc, n c th to cho mi ngi mt bu khng kh kh chu. S im lng cng l mt cng c c sc mnh trong giao tip, cho nn, chng ta cn phi hiu bit v s im lng mt cch chnh xc v s dng n mt cch tho ng. Khi khch hng phn nn v iu g , s im lng khng ch c th cho h bit rng bn ang nhn ni lng nghe, ng thi trong khong thi gian , bn cng c th suy ngh v cch gii quyt vn . Nu khch hng ni sn phm ca i th cnh tranh tt hn m bn khng chp nhn th bn khng nn phn i ngay li ni ca khch hng lc ny v cng khng nn ni xy v i th. Lm nh vy s gy tn thng ti tnh cm ca khch hng, ng thi, lm xu i hnh nh ca bn. Tt nht, bn c th gi im lng bo lu kin ca mnh. S im lng c ngha l tn ng, lng nghe v suy ngh; cng c ngha l phn i, mt hng th v khng mun ni, v vy, c lc gi im lng l mt hnh ng sng sut, nhng cng c th l mt hnh vi tiu cc, n s tr thnh mt tr ngi khng th vt qua c. V vy, ngi ta mi ni, trong giao tip vi khch hng, phi bit s dng s im lng mt cch linh hot v thn trng.

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IV.

CCH GIAO TIP VI KHCH HNG KH TNH NHT:

1. Khch hng kh tnh: Trong mi quan h vi khch hng, ta thng xuyn gp phi nhng v khch kh tnh hoc rt kh chiu, vy khch hng kh tnh l ai? Khch hng c chp: Loi khch hng ny khng quan tm vn gii quyt nh th no m ch v mun kin m i kin. H lun c ngha l ti lun ng, bn sai. H s c gng chng minh bn thn mnh l ng m khch hng l ngi phc v khng t tiu chun. Khch hng thch tn pht: Loi khch hng ny ch bit ni lin tc khng ngng, hon ton khng quan tm ti vic gii quyt vn , h c nhu cu mnh m khc l th hin bn thn, ngi thch tn pht chim ti 17% trong nhng loi khch hng kh tnh nht. Khch hng c tnh t kiu t i: Loi khch hng ny mong mun bn b ngay mi vic khc gii quyt vn cho h. Nu bn gip h a vn vo trnh t gii quyt, s ln in thoi h gi thc gic s nhiu hn ngi khc ti 3 ln. Loi khch hng ny chim ti 34% trong tt c cc loi khch hng kh tnh. Khi c vn lun lp tc yu cu gp gim c, lm cho bn cm thy hnh nh mnh l ngi ng ngn. Nu anh khng lm c cho ti nhng g ti mun, th hy ng ch ca anh lm cho ti. H hay hi Sp c nh khng? hoc Anh n cng ty ny lm vic bao lu ri? Loi khch hng ny chim 11% trong nhng loi kh tnh nht. 2% cn li khi gp phi nhng s vic xy ra tnh c hoc l trng thi bt bnh thng mi tr nn kh tnh.

2. Bin php gii quyt Qun l s mong mun ca khch hng: Ni cho khch hng bit cn phi ch i thm mt thi gian, v trc khi h n bn ang bn vic. Nu mt tr chi c khch chi xp hng rt di, ng h tnh gi s hin thi gian cn phi ch i cho ngi xp cui cng, v thi gian ny thng thng s nhiu hn 10 pht so vi thc t. nh hng cao cp, nu bn gi
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thc n, nhn vin phc v s ni li vi bn: Xin mi ng ch thm mt cht. khch sn, khch hng s c cho bit: Phng ca ng 11 gi s c dn dp xong. Cho h mt l do: Nghin cu cho bit, con ngi ta d chp nhn nhng vn c bit nguyn nhn hn l nhng vn khng c bit l do. phng phc v khch hng ca mt cng ty sn xut my in, h x l mt v kin ca khch hng nh sau: c mt v khch hng 3 ngy lin tc gi in thoi v cng ty phn nn v mu sc do my in in ra khng chun, nhn vin bo cho h bit nguyn nhn l do thi tit, ng ta yu cu cng ty phi cho bit nguyn nhn r rng hn v bao gi c th gii quyt vn cho ng y. Nhn vin tip tc gii thch nguyn nhn l do khng kh xung quanh my qu m mi xy ra tnh trng ny, nu ng ta mun sm gii quyt vn th ng ta c th i mua thm mt chic my ht m l c. vi nhng loi vn bnh thng ca khch hng, bn bao gi c x n gin nh vy cha? Khen ngi s nhn ni ca h: Ni cho khch hng bit l ban rt cm n s hp tc ca h. Lc bn cm n hoc tn thng ngi khc chnh l lc bn m c cnh ca cho s hp tc.

3. Trnh nhng sai lm Hi hc: K c khi bn dn quen vi khch hng, nhng trc khi bn cha nhn thy c kt qu tt lm cho c hai bn hi lng, bn khng nn lm nhng chuyn khin ngi khc thy bun ci v nh vy s lm xu i hnh nh chuyn nghip ca bn.

Bnh tng nhm ai cng u bit: C nhng s vic i vi bn c th l thng thc, nhng khng phi ai cng ging bn. C mt v khch hng n mt ca hng bn l mun tr li chic my nhn tin v n khng hot ng bnh thng. Nhng khi nhn vin kim tra li my, pht hin thy my vn hot ng tt. Th ra l khch hng bit bt my v c thng

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tin ri, nhng khng bit rng nu khng c ngi gi tin nhn ti, my s khng hin ra bt c thng tin no.

Ni qu li. Nhn vin phc v phi trnh vic ni qu li v nu ni lin tc th chuyn g s xy ra? Khch hng bt u hi rt nhiu vn , thm ch hi c nhng vn m ngay c bn cng khng th gii thch c na, bn s b cho rng l khng thng tho. Nn ch mt iu l lc ngi khc lng nghe bn ni th tip theo h s hi li bn.

V.

NHNG IU CN TRNH TRONG GIAO TIP VI

KHCH HNG
Trong giao tip vi khch hng, cn trnh 4 thi no? Thi ngo mn, nh th s lm tn thng n lng t trng ca khch hng. Thi lng tng, s lm cho khch hng cm thy bn khng ng tin cy. Thi lnh lng, s lm cho khch hng cm thy khng thn thin. Thi tu tin, s lm cho khch hng khng tn trng bn. Nh tc gi Jeffrey itomer ni : Khi khch hng tim nng hi ti cu hi c hoc khng, ti khng bao gi tr li thng c hoc khng, ti s c gng a ra cu tr li di dng 1 cu hi hoc a ra 1 cu hi vo cui cu tr li. iu ny gip ti t c hai mc tiu trung tm trong bn hng. Hai mc tiu quan trng nht trong qu trnh giao tip vi khch hng, l: Kim sat c iu mnh ni. C th kt thc cuc bn hng ngay by gi Khi bn tr li cu hi ca khch hng tim nng, hy trnh hai t: c v khng. Nu bn tr li c hoc khng, bn c th b l c hi bn hng. Hy phn tch iu ny. Khi khch hng tim nng hi bn 1 cu hi, thng l tn hiu
K nng giao tip kinh doanh Trang 28

mua hng. Bn s tr li cu hi ca khch hng tim nng nh th no? L 1 ngi bn hng, nhng k nng cao nht cn c vn dng khi khch hng hi hoc th hin s mun mua. Thin hng u tin ca bn l tr li cu hi theo hng khng nh, nu bn bit rng iu l ng, v d: - Bn c mu ny khng? C - N c mu xanh? ng - Bn c th giao hng vo th Ba khng ? C - Bn c hng trong kho khng? C Tt c nhng cu tr li c trn y khng ch sai, m cn l nhng cu tr li lm ko di qu trnh bn hng 1 cch khng cn thit. Bn cng c khuynh hng tr li khch hng thng thn, v d:

Thi gian giao hng ca bn nh th no? Thng l 2 tun Ti phi thng bo vi bn nh th no? trong vng 24 gi Khi no mu mi c tung ra? 30 thng 1

Nhng cu tr li trn cng sai lm. Ht sc sai lm. Nguyn tc l: S dng cu hi ca khch hng cng c vic bn hng. Ni cch khc, sau khi bn bt c tn hiu mua hng ca khch hng, hy t ra 1 cu hi n cha cu tr li v khng nh rng khch hng mun mua nhng g bn ang bn. iu ny cng khng phc tp nh cch ti ni v n. Di y l 1 s v d v nhng cu hi cng c: Bn c mu ny khng ? y l mu ngi mun? Nu khch hng tim nng ni vng, tt c nhng g ti phi lm l tm hiu khi no h mun nhn hng, v ti kt thc. N c mu xanh phi khng?Ngi thch chic mu canh ? Bn c th giao hng vo th Ba khng ? Thc Ba l ngy ngi cn hng c giao ? Bn c sn hng trong kho ch ? Ngi mun c giao hng ngay lp tc phi khng? Thi gian giao hng ca bn trong bao lu? Ngi cn giao hng bao lu?
K nng giao tip kinh doanh Trang 29

 Ti phi thng bo vi bn nh th no? Ngi thng xuyn nhn c thng bo nh th no? Mt ai s c mt y sau bao lu? Ngi mun ngi c mt y sau bao lu? Bn c th tr li trc tip v vn a ra cu hi kt thc ngay sau . V d: Khi no mu mi c tung ra? 30 thng Mt. Nhng chng ti c nhng khuyn mi c bit cho vic mua my copy ngay by gi. Hy chn cch no l tt nht cho ngi. Th l cng bng phi khng? Bn c danh sch tham kho ch? y l danh sch ngi tham kho. Nu ngi ht lng, khi no chng ta c th c hp ng u tin? Di y l chu trnh k diu: Nhn bit nhng tn hiu mua hng l nguyn tc trong bn hng c th to ra c 1 cu hi p li kh hn nhiu) i hi s sng to v luyn tp a ra nhng phn ng 1 cch mm mng v thng thn l du hiu ca 1 ngi bn hng bc thy C b quyt no hnh thnh cu hi v nu chng ra 1 cch han ho ? Tt nhin l c! V cu tr li cng ging nh cu hi bt t m 1 ngi khch du lch hi ngi li taxi New York: Lm th no ng ti c Snh Carnegie? - Luyn tp.

VI.

NHNG IU CN CHUN B KHI GIAO TIP VI

KHCH HNG:
Vic tip xc vi khch hng nhm mc ch bn hng trong tng lai l rt quan trng, v l bc khi u ca mt thng v. Hnh vi l cch c x m nhn vin bn hng th hin trc khch hng. Nhng hnh vi quyt nh s pht trin ca mi quan h sau ny gia hai bn, v th cn biu hin mt cch hiu qu. Ngi
K nng giao tip kinh doanh Trang 30

bn hng c th c thi rt tt vi khch hng nhng li khng bit cch th hin thi .

Nhng thng tin g tip xc khch hng Nm tnh hnh sn xut, kinh doanh ca cng ty ca mnh Nm thng tin v khch hng, c im ca c s m mnh s tip xc Nm c im sn phm hoc dch v m mnh s cung cp cho h Hiu bit v i th cnh tranh

Nhng iu cn trnh n mc li thi, nhch nhc, hay phong cch ty tin; L nh, sung s, th l, chm chc hay trch thng; Li bing, chm chp, cu th hay khng ci m. C s ca hnh vi tt khi tip xc trc tip vi khch hng i x vi h bng s knh trng; Lch s v n mc chnh t (du hiu ca s t trng); Ch n h ngay lp tc; Th hin s thn thin(nn bao gm mt n ci v giao tip bng mt); Cho hi khch hng bng nhng li thn thin v lch s. Tt c mi ngi u phi cho khch hng khi gp h. Nhng c ch chng ta th hin cng quan trng nh nhng g chng ta ni. Cch x l c bn trong giao tip khch hng Qua in thoi

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V mt tm l, khch hng thng t ra d ng vi nhng ngi bn hng. H s b lm phin, v e rng ngi bn hng s ni nhiu, ni di, v h s mt thi gian tip chuyn. Hn na, khch hng thng t ra nghi ng d dt vi nhng li chiu d ca ngi bn hng, do , h mun kt thc nhanh cuc ni chuyn. Vy bn phi lm g? Cn phi chun b tinh thn sn sng. Khi tip cn c, bn cn c li cho v gii thiu tht n tng. Mun vy, bn cn chun b trc ni dung cuc ni chuyn sao cho tht ngn gn, xc tch. Bn khng nn li tin nhn, li nhn, v khng gy n tng. V vy, bn cn xem xt chn thi gian gi thch hp. Gp trc tip V mt tm l, khch hng c th bi ri lc u, t ra nghi ng, d dt c tm l phng b, khng mun lng nghe, mun lng trnh, khng mun chia s tip chuyn lu, thm ch c khi cung cp thng tin sai lch cho bn. Bn lm g? Hy tip cn vi thi nh nhng, lch s to cho khch hng cm xc tnh c. Cn vn dng hon cnh gi tip chuyn, khng nn cp gii thiu sn phm khi cha ph hng ro. Ngai ra, bn khng nn thit lp cuc hn chnh xc trong ln gp u tin.

VII.

NHNG IU CN BIT KHI GIAO TIP VI KHCH

HNG NC NGOI:
Mi dn tc c nn vn ha v c im ring ca mnh. Trong giao tip quc t, mi ngi t nhiu u mang tnh i dincho t nc, a phng hay n v mnh, do mi li ni, c ch, hnh ng u cn phi cn nhc k, thn trng trnh hiu lm. C nhng chuyn tng chng nh lt vt, nhng nu ng x khng thch hp, c th li n tng khng tt, thiu hu ngh, nh hng n mc ch chnh ca cuc giao tip. V sau y l nhng iu cn bit khi giao tip vi khch hng nc ngoi.

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1. Mt s cch ng x, giao tip thng thng trong giao tip quc t Bt tay - T th: bnh ng, nt mt vui ti, cha tay phi v nhn thng vo mt nhau; khng bt tay cho, khng bt tay ngi ny m nhn ngi khc, khng ngm thuc l, khng t tay tri vo ti qun, khng mang gng tay. - Biu th tnh cm ng mc: gia nam gii vi nhau, nn nm c bn tay, sit cht, gi t lu. Gia nam gii v n gii th ngi ph n c th ch nm h, nam gii khng nn sit qu mnh. - Th t bt tay: Ch nh gi tay trc bt tay tt c khch. Ngi ng sau ch ng gi tay trc bt tay khch. Cp trn, ngi ln tui ch ng gi tay trc. Cp di, ngi tr tui ch kh ci u trc t lng knh trng. Nam gii gp i v chng th bt tay ngi v trc, ngi chng sau. Trao danh thip: c s dng rng ri trong giao tip i thng cng nh trong quan h chnh thc t gii thiu v lm quen vi nhau. Danh thip cn cha ng y nhng thng tin cn thit, khng nn rm r, cu k. Cn c thi trang trng khi trao i danh thip cho nhau, trao nhn bng hai tay. Ngi cng v thp hoc tr tui cn trao danh thip trc cho ngi c cng v cao hn hoc nhiu tui hn. Khi c trao danh thip cn trao p li, nu khng c nn xin li v gii thch l do. Ch khi nhn danh thip ca khch, khng nn b ti ngay, cn c v hi cch pht m tn ca khch cho ng chng t s quan tm). Cch xng h Phi gi ng tn h, a v x hi ca khch. Phi nh tn khch, trnh gi trng. Khi gii thiu chnh thc cn km theo hm, v. Ch thn tnh c th gi nhau bng tn ring. i vi nhng ngi mi gp nhau ln u th gi bng ng, b,
K nng giao tip kinh doanh Trang 33

c Mr/Mrs/Miss). Trng hp khng chc mt ph n c chng hay khng th gi bng Ms. Giao tip bng li ni: - n ni lch s, khng khm nm, khng t cao. Cm n, xin php, xin li l nhng li ni khng bao gi tha. Ni va nghe, khen ch phi thch hp. Khng nn ni nhiu v mnh nu khng c yu cu. Khng nn ch ng hi i t ca khch, nht l i vi ph n (tui tc, hn nhn, gia nh, lng bng, doanh thu) Giao tip bng c ch Nt mt : - Nt mt bao gi cng nn vui ti ngay c trong trng hp mnh c chuyn ring ng bun hoc c chuyn g khng hi lng v khch. - Nn ci ng ch, ng lc, ng mc khi c chuyn tht s ng ci; - Nt mt t ra thng cm trc mi kh khn ca khch m mnh bit c. i mt: - i mt cn c gi l ca s tm hn, c th gip cc bn i tc nhn su vo pha trong tm hn, nhng suy ngh ca nhau: - Khi ni, nn thnh thong nhn vo mt ngi nghe thm d phn ng i vi vn mnh ang ni, trnh gm mt xung t, xung bn hoc ng ni khc; - i vi nhng vn t nh, nhy cm, trnh nhn chm chm vo mt ngi nghe lm h i ngi, mt t nhin; - Khi cn khng ch v tc ng vo i phng th cn nhn thng vo mt h. C ch ca tay, chn - Tay: Khi ni cn c iu b thch hp thm phn sinh ng v linh hot, tuy nhin, cng khng nn c qu nhiu iu b. Vic dng ngn tay tr

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ch thng vo mt ngi nghe l iu ht sc mt lch s. Cn trnh nhng c ch nh: nh ru, thc tay vo mi, ngoy tai khi ni chuyn vi khch - Chn: Dng i khoan thai, ng i chn ch bt, tay c bi, trng kh coi, mt t th. Khi ngi khng rung i. Khng ng chng hng hoc hai tay chng nnh khi ni chuyn. 2. Mt s lu trong giao tip vi khch nc ngoi: Thi ca chng ta khi tip xc vi ngi nc ngoi cn chn thnh, t nhin, khng khch kh, nhng cng nn trnh ty tin, xu xa khch c th hiu lm l ta coi thng h. Ngi khch nc ngoi no khi tip xc vi ta ln u, cng n thi ca chng ta. Nu gy c cm tnh tt ngay t bui u th s d dng cho vic tip xc sau ny. Tri li, nu khch cm thy ta lnh nht, qu d dt, kiu cch s khng c li cho mi quan h gia ta v khch, ng thi cng gy mt n tng khng p ngay t bui u, lm cho khch kh chu. Cn khim tn, nhng cng nn trnh xu hng khim tn gi to, trnh t ti, trnh thi khng tt l t kiu dn tc, khoe khoang thnh tch ca dn tc mnh. i vi nhng ngi nc nh, cn ch : khng nn lm g, ni g, thi g khch cm thy l ta khng coi trng nc nh. Khng bao gi ph phn, ch trch ch chnh tr x hi, lut l, phong tc, tp qun, tn gio ca khch nht l tuyt i khng nhn xt, ch trch nhng ngi lnh o nc h. Cn tn trng nhng iu thing ling ca khch (quc huy, quc k). Chng ta cn nhn thc rng nc no cng c nhng lut l, phong tc tp qun hay, bn cnh mt s phong tc tp qun d. Mt nc d vn minh n my cng c th c nhng lut l, phong tc tp qun m chng ta cha cho l hay, l hp, thm ch cn c nhng lut l, phong tc rt lc hu, d man (nh ch phn bit chng tc, n p ngi khc mu da...). Bi vy thi ca ngi giao thip khn kho l ch ni nhng iu hay, ch biu dng nhng u im c tht ca h v trnh khng ni n nhng iu d.

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Trong tip xc vi khch khng nn a ra nhng vn chnh tr, thi s gay cn v nn trnh tranh lun gay gt. Nu nh khch ch ng nu ra nhng vn gay cn th ta cng nn tm cch li sang nhng chuyn khc. Trong lc vui chuyn vi khch nn cn nhc k khng nn lm l nhng iu b mt. Song cng cn trnh thi qu d dt lm cho khch khng dm chuyn tr ci m. Cn gi li ha, do vy, cn cn nhc k nhng xut ca khch. Trng hp ha, nhng v l do no m khng p ng c th cn ni li cho khch bit thng cm, ta khng nn l i m khng ni li l do khng lm c. Cn gi ng cng v, x hi no cng c trt t nht nh. Giao thip gi ng cng v l cn thit, nu khng khch s hiu lm cho l ta coi thng h. Nhng nu ta cp cao hn khch th cn cn nhc. Cn phn bit khi ta ng cng v chiu i khch, hoc tip khch n thm c khc vi khi ta ng cng v ph trch m phn, tho lun cng vic. Khi tip khch, ta c th tip tt c mi ngi, cng v khc nhau, nhng khi tho lun cng vic, m phn th cn gi ng cng v tng ng hoc cao hn mt cht so vi khch. Trong nhng cuc gp g chiu i, thng thng ngi cp thp khng nn ch ng tm gp lm quen vi nhng ngi cp cao hn mnh. Cn bit tn v chc v ca khch tin xng h. p li khch ln th hai th cn bit tn v chc v hoc ngh nghip ca khch. Ngi khch no cng vy ng v mt tm l cng s c cm tnh khi ta gi ng tn ca h. Nu mi cm cn nghin cu k thc n sao cho ph hp vi khu v ca khch. Trnh lm nhng mn n m khch king k khng n v l do tn gio, sc khe. Cn tn trng tp qun sinh hat ca khch. Quan h nam, n gia ngi Chu u h rt t nhin khc vi ngi Chu (hn tay, hn trn, hn m...). Cc nc cng nghip pht trin thng c thi quen gi ng gi gic. Ta cng nn hc tp thi quen lm vic ng gi, hp hnh chiu i ng gi. Hn n ng gi hn, nu v l do t xut n chm cn in thoi xin li v chm tr.

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Trc khi vo nh cn phi g ca, i ngi trong phng tr li cho php mi m ca vo, khi vo hay ra khi phng nh ng ca li. Xin li, cm n l nhng t lun lun ca ming, khi lm iu g phin tai n ngi khc cn xin li, ngi ta gip mt vic nh cng cn phi cm n. nhng ni cng cng ng ngi khng nn ni to. Nu nghin thuc nn tm ni cho php hy ht thuc. Nu ngi cnh ph n, mun ht thuc cn hi kin trc khi ht. V ma ng i ngoi ng thng i m, mc o chong chng rt nhng khi vo trong nh nn b m, ci o ngoi ra. Trong lc n khng nn xa rng, nu c xa rng th nn dng mt tay che ming. Sau ba n khng nn ngm tm. Ung nc sau ba n khng nn xc ming gy thnh ting (ng c), nht l nn trnh xc ri nh tot ra gn ch ngi. Khi ni chuyn vi ph n khng nn hi tui, khng nn hi chuyn ring v gia nh, chng con... Ph n Chu u khng thch khen bo. Nu i cng ph n cn th hin s quan tm lc ln xe, xung xe. Khi vo trong nh gip ci o chong, hoc gip mc o chong hay xch nhng vt nng khi ln xung xe.

VIII.

NHNG IU CN BIT KHI C KHCH HNG MI

I CHIU I:
Tm hiu ch nh l ai, cp no, mc ch ca bui chiu i, thnh phn d tic C i d hay khng i d tic ch tic khng b ng, lng tng). C quy nh trang phc cho bui tic hay khng. n ng gi theo giy mi c bit l tic ngi). Tic ngi thng c s xp bn tic, trc khi vo phng tic nn quan st nhn bit ch ngi ca mnh. Khi ngi xung gh th ly khn n tri trn hai i, khng ci khn ln c o hay tht lng. Ch dng khn n chm thc n ming ch khng dng lau mt. T th ngi: thng lng v ch ci u khi n, khng ci tay ln trn bn. Khi bt u n, ch cho ch v khch chnh ly thc n ri mi ly cho mnh.
K nng giao tip kinh doanh Trang 37

ng n ung khi ch v khch pht biu. Ngi cnh ph n nn mi v nhng ph n ly thc n trc. Khng dng dng c n ca mnh ly thc n mi ngi khc, khng p ung ru hoc n nhng mn m ngi khc c khng thch. Ly thc n va phi, n ht mi ly tip. Ti tic ngi, ly dao, na, tha n t pha ngoi vo pha a, t ci xa a n nht v kt thc vi ci st a n. Nu khng rnh th tinh t quan st ngi khc ri lm theo. Trnh cm nhm ca ngi khc. Cm mung, dao bng tay mt. Dao dng xt, khng dng xm thc n vo ming. Na cm tay tri khi tay mt ang cm dao. Nu ch dng na khng c dao) th cm bng tay phi. Mun ni chuyn khi n, nn gc dao na ln mp a ln. Tuyt i khng cm na dao trong tay v ra iu b khi ni chuyn. Va n va ni chuyn t tn. Cch t dao na xung a ln mang ngha khc nhau: khi n xong hoc khng mun n na (mc d trong a cn thc n) th t dao na dc trong a ln. Nu cn ang n hoc mun n thm th t dao na ln hai bn mp a ln. Trong khi n trnh nhai tp tp. ng ly ming thc n cui cng trn a. ng yu cu phc v tip ln th 3 cho mt mn n. Mun xa tm phi dng tay che ming. Khi d tic ng, ly thc n xong nn ri ngay khi bn, nhng ch cho ngi khc vo ly thc n. Khi c vic cn phi v sm, nn gp ch nh gii thch c thng cm.

IX. KINH NGHIM V K NNG GIAO TIP VI NHNG KHCH HNG KHNG HI LNG:
Kinh nghim ch ra rng: phn ln cc khch hng khng hi lng vi sn phm/dch v ca bn s khng bao gi n ngay v ni vi bn rng h thc s khng tho mn, m h ch ra i mt cch lng l, sau ni vi nhng ngi quen bit ca h rng khng nn mua sm sn phm/dch v ca bn. V th, khi c mt khch hng phn nn, bn ng coi l mt s phin toi v hy coi l mt c
K nng giao tip kinh doanh Trang 38

hi vng thay i suy ngh ca khch hng v bn, ng thi gi chn h li lu di vi cng ty bn. Thm ch c nhng sn phm/dch v tt nht vn i khi nhn c nhng li phn nn. Di y l cc cch thc bn ng u vi nhng li ch trch hay ku ca t pha khch hng:

C khch hng trt ht nhng bc bi ca h. Khng bao gi c tranh ci vi khch hng. ng bao gi ni vi khch hng rng Tht ra qu v chng c vn g c. l nhng t ng khng thch hp cht no. Trnh by quan im ca bn theo cch lch s nht m bn c th. Nhn trch nhim gii quyt vn v ng a ra nhiu l do bin minh. Vic mt nhn vin b m hay li do nh cung cp khng phi l mi quan tm ca khch hng.

Mau chng hnh ng gii quyt vng mc cho khch hng, a ra mt gii php v sau thc hin ng nhng g cam kt. Bn ch nn tr hon thc hin nu vic ny khin tnh hnh cng tr nn ti t hn.

Tng thm quyn hn cho cc nhn vin bn hng h c th linh ng gii quyt cc phn nn ca khch hng. Trong chng mc no , nhn vin bn hng c php vi phm i cht cc quy nh ca cng ty khin khch hng va lng. Nu bn cm thy vic ny khng thch hp, th bt k lc no bn hay cc nh qun l c thm quyn khc u phi sn sn gip nhn vin bn hng gii quyt cc khc mc cho khch hng.

Vi nhng cch thc trn, khng sm th mun, bn s thu phc c nhn tm mi khch hng. H s a chung v thng xuyn s dng sn phm/dch v m bn cung cp. Khng nhng th, ngy mt nhiu khch hng

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X. BY LI KHUYN KHI GIAO TIP VI KHCH HNG:

1. Hy s dng tn ring ca khch hng Bn bit rng khch hng lun c mt s ng k hay m khch hng v khi cn h c th thng bo cho bn bit m s . Khi bn nhp con s vo h thng, bn bit r tn khch hng. Hay nu khch hng a cho bn mt tm th tn dng, bn cng bit r tn ca h. Bn ng b qua iu ny. Hy dng tn ring ca h khi bn ni li cho hi, cm n, tm bit.. lm cho bu khng kh tr nn nh nhng, thn thin hn. 2. Khch hng mun c mi tham gia nhng cuc gp g, hp mt Thng thng, ai cng thch c quan tm c bit, c th ch n gin l nhng li thm hi, chc mng, hay th mi nhn dp l hi. l l do ti sao cc khch hng thng thch c mi tham d nhng bui gp g, giao lu m cng ty bn t chc, nhng Cu lc b khch hng thn thit hay bt c iu g em li cho khch hng cc ln gim gi, dch v c bit, o to, nhng u i no hay s ngc nhin th v. Nu cng ty bn c nhng cu lc b kiu ny, hy mi cng nhiu khch hng tham d cng tt, cn nu bn cha c, hy ngh n vic t chc mt cu lc b nh th.

3. Hi khch hng v nhng li khuyn Khch hng no cng c sn nhng kin c nhn v cung cch lm vic ca bn v cng ty bn, v nu h c hi vo thi im thch hp theo nhng cch thch hp, ng thi h cm thy rng bn thc s quan tm n cu tr li, khch hng s a cho bn li khuyn . Nhng tm phiu ly kin c in sn khch hng t in vo c th rt hu ch, tuy nhin a s khch hng thng thch c tip xc c nhn hn. Hy to ra c hi cho khch hng c th ni ln tt c nhng g h suy ngh, v phn thng m khch hng dnh cho bn s l tn sut nhng ln mua sn phm dch v ca bn ngy mt nhiu hn. Bn hy thng xuyn ngh khch hng cung cp bn nhng li gp hoc li khuyn, h s lun sn lng. V ai m
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bit c, rt c th mt tng bc t no v nhng sn phm, dch v mi s n vi cng ty bn ch bng cch lm tng chng nh rt n gin ny.

4. Trn trng khch hng ng l i lc bn rt bn rn, h thng dch v ca bn c th qu ti hay bn ang c n 5 khch hng ch in thoi. Tuy nhin, khi khch hng gi in hay gh thm, bn hy n tip h mt cch nng m chn tnh v lm sao khch hng cm thy rng bn rt vui khi gp h, lm cho h khng phi bc bi v phi xp hng ch i n lt mnh. Mt n ci, mt li cho, hay cu ni Chng ti s phc v qu v ngay by gi s c tc dng rt ln. Khch hng lun nh gi cao s trn trng m bn dnh cho h. Nu bn pht l khch hng, bn s cm thy th no nu khch hng sau cng s pht l bn?

5. To ra s ngc nhin cho khch hng Mt cht g ph thm vo n t hng hay nhng li ch thch ghi bng tay s c tc dng tm l rt ln v rt hu ch trong dch v khch hng. Tng t nh vy l mt ln gim gi c bit, hay li mi dng th mt mn n Nhng iu bt ng nh vy khng cn phi tht ln lao, t tin, v cng khng cn thc hin vo mi thi im. Nu bn nhn c mt s ngc nhin th v, bn c mun chia s n vi nhng ngi khc khng? Vy th khch hng ca bn chn hn cng s lm nh vy.

6. Xin li khch hng Khch hng thng rt kh chu khi phi nghe nhng li bo cha rng nhng vic bn lm chng c g l sai so vi nguyn tc ca cng ty, hay vic bn khng quan tm n thc t rng n t hng n chm 3 ngy, hoc phn ph ph thm khng th gim bt, cng nh sn phm m khch t hng ht... Khch hng lun bit nhng g xy ra, cho d bn c bin h cch no i na. Tt nht l khi c sai st, bn hy gi ti khch hng mt li xin li. Xin tit l vi bn mt iu kh th v: Nu bn mc li vi khch hng v xin li ngay sau , khch hng s rt hi lng v cn yu qu bn nhiu hn trc y. Hnh ng xin li v cam kt a li mt
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dch v tt hn lun hu ch n mc bn c th xo i s bt mn ca khch hng v chuyn n thnh lng trung thnh, nu sau bn thc hin c nhng g ha.

7. Lng nghe khch hng Mt trong nhng vic rt cn thit nu bn mun khch hng cm thy h c coi trng- l lng nghe. Khi bn thc s lng nghe khch hng, mt cm gic thoi mi, d chu s xut hin trong lng mi khch hng- bi v s lng nghe chn thnh l kh him hoi, thm ch ngay c khi bn nh v gia nhng ngi thn. Hy lng nghe nhng bn khon, thc mc t pha khch hng, lng nghe kin ca h, lng nghe yu cu ca h. Nh , mt chic cu ni ca s hiu bit s c thit lp gia bn v khch hng. Khi bn thc s lng nghe, bn c th khng tin c rng bn em li cho khch hng cm gic tt p nh th no.

LI KT
Mi chng ta u c th lm c phn ln nhng cng vic trn khng my kh khn, bi v l cuc sng, l nhng iu nh nht nhng em li nim vui ln cho khch hng v cho chnh bn. C th, dch v khch hng ca cng ty bn s tr nn hp dn hn, d dng thc hin hn v nhanh chng to dng c lng trung thnh t pha khch hng.

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