7 iu khng nn khch hng nghe thy

Bn th hnh dung xem, khi bn gh qua mt ca hng c kh a phng mua mt ci then ca mi cho cnh ca nh bn, nhng ci then ca y th qu di so vi ci bn cn, nhn vin bn hng vui v tnh nguyn ct bt i mt on cho ph hp. Khi ngi mi ca .ch ca hng tin li pha sau v cu nhu ni: "Lo y khng c mt chic ca nh sao?. Cm gic ca bn lc ny s nh th no? Chc hn cm gic s chuyn t vui v thoi mi khi c nhn vin sn sng gip sang kh chu, bc dc khi nghe nhng li ni t ch ca hng. Ai trong chng ta chc u tng mt ln b i x theo cch bnh lun h hnh nh vy ti cc cng ty cho d bt c quy m hay loi hnh kinh doanh no, nhng nh vy khng c ngha rng iu ny l bnh thng v khng cn ch tm ti. Khng t trng hp ch cn mt cu ni khng thch hp gia nhn vin bn hng vi nhau hay gia nh qun l vi cc nhn vin bn hng, cng ty nh mt khch hng. Di y l 7 iu ng khch hng nghe thy nu cc cng ty mun gi chn h lu di vi sn phm/dch v m mnh ang cung cp: 1. Ti sao anh li lm vic ny cho khch hng? Tht khng d chu cht no khi nghe nhng g nh qun l bn hng ni v vic sa ci kha ca trong v d nu trn. y r rng l mt li ni h hnh v kh bun ci. Nhng dch v b sung cho khch hng - cho d kh khn hay ngoi nhim v quy nh - khng nn thc mc hoc phn nn trc mt mt khch hng, khi trong tay h l v tin ang chun b thanh ton. N khng ch th l m cn l mt biu hin cho thy cng ty khng hiu g v dch v khch hng cng nh khng h mong mun gip cc khch hng cho d nhn vin ca h c hay khng c kh nng. 2. Anh c chc rng h s mua sn phm/dch v ny khng? Ti mt ca hng thc phm sch, mt nh qun l bn hng cu nhu vi

mt nhn vin bn hng rng: liu anh ta c bit vic tho d mt thng thc phm sch nguyn hp khch hng xem xt s gy tn km nh th no khi cha bit h c chc chn mua hay khng? Kiu nhn xt ny t ra nghi vn: liu khch c kh nng chi tr cho mt cng vic hay mt sn phm c bit no khng. Khng nhng vy, n cn phi by s li nhc ca cng ty. Cc cng ty khng nn cho khch hng bit r iu g kh tn km m cng khng nn m ch theo ngha rng rng vic ny vt khi nhim v bnh thng ca cng ty vi khch hng. 3. Ci g va mua hng xong tht ngu ngc! Khng t nhn vin bn hng ni xu v cc khch hng va ra khi ca ngay trc mt mt khch hng mi n. Vic ni rng mt khch hng no y l ngc nghch vi mt nhn vin trong cng cng ty l khng nn cht no, song s cn t hi hn nhiu nu ni iu ny trc mt mt khch hng khc. 4. Chng ti khng c Li ni cc lc ny l kh ph bin hin nay. Khi c khch hng hi v mt sn phm/dch v no , cu tr li Chng ti khng c s to ra mt n tng xu trong suy ngh ca khch hng. ng nhin, khng phi bn kinh doanh tt c cc sn phm v do khng t trng hp bn s khng p ng c yu cu ca khch hng. Thay vo , nu bn khng c sn phm ny, hy nh nhng phn tch v ng vin khch hng s dng mt sn phm khc tng t. Nh vy bn khng nhng khng nh mt khch hng m cn c c hi tip th v sn phm/dch v ca mnh. Ngoi ra, bn cng c th cho khch hng thy thin ch ca mnh bng vic gii thiu h ti mt ca hng khc. 5. Tht l mt ci tn ....! (chng hn nh k l, bun ci, c bit, k d,...) Mt s ngi c nhng ci tn ring c bit theo truyn thng gia nh hay do mt nguyn nhn no . D sao y cng l mt c im c nhn ca h v bn cn tn trng iu ny. Khng phi ai cng d dng b qua cho nhng li ch nho ht sc v duyn v ci tn ca mnh, t nht l h cm thy t i cn bng khng s cu giu thc s. V vy, trong trng hp cn thit, bn cn nh nhng hi khch hng xem phi pht m tn ca h nh th no.

6. Ti khng r v iu ny nhng ti cho rng nn lm nh vy Mt li khuyn khng c cn c nh vy ang ngy mt ph bin. T vic cc nhn vin ngn hng khuyn khch hng v cc qu h tr cho n nhn vin th k phng khm bnh ni vi bnh nhn rng h nn m sm. Khi cc nhn vin ca bn hng hi gip khch hng, iu quan trng m bn cn lu h l phi a ra nhng li khuyn c cn c r rng. V nu h khng c chuyn mn v vic ny, bn ngh h gii thiu khch hng ti mt ngi khc c kh nng gip . 7. Ti ch lm vic y Cu ni ny r rng th hin mt s thiu nhit tnh p ng cc nhu cu ca khch hng v khch hng phi t mnh gii quyt cc vn khc mc. C th khi ni cu ny, cc nhn vin ang bn vic khng th i ni khc c. Song cng khng nn ni cc lc nh vy. Thay vo , cn cho cc khch hng bit r ai sn lng gip h. Tc ng c cu Li ni khng mt tin mua - La li m ni cho va lng nhau. R rng trong kinh doanh cng vy, ch mt cu ni trong tnh hung khng thch hp cng c th khin khch hng ca bn ra i v khng bao gi quay tr li. Do vy, khng c l do g bn v cc nhn vin trong cng ty c hay v tnh ni ra nhng iu m khch hng khng nn nghe thy nh trn.