Facial expressions and gestures
Posted: Tue Dec 24, 2024 11:58 am
At the beginning of the conversation, sit or stand at a 45-degree angle to the client, then gradually turn more directly towards each other. If the client immediately sits opposite you, it means that his intentions are serious. In this case, also sit directly opposite, but the distance between you should not be too small. To begin with, it can be 3-4 meters, and then the distance can be reduced to 1.5-2 meters.
Try not to frown, avoid smirking at the client's actions or words, as well as your own thoughts. And, of course, do not scratch your head, do not yawn, do not look at the ceiling - such behavior is inappropriate.
Your hands should be at rest, not giving away your feelings. Don't fold them into fists, don't hold them behind your back, at worst, keep them in your pockets, but it's best to open your palms a little and accompany your words about the advantages your company has and what it can give to the client with calm gestures.
Case: VT-metall
Find out how we reduced the cost of attracting an application by 13 times for a metalworking company in Moscow
Find out how
Bringing the deal to completion
The deal can be closed in various ways. All afghanistan email list 168973 contact leads of them are aimed at helping the client make a choice. You can only push him to the extent that he is ready or as much as he needs your support (emotional or informational) to make a decision. The most common options are:
Alternative completion: “Will you buy three packages or four?”, “Should I deliver the documents to you today or tomorrow?”
Suggestive completion: “When do you need the equipment delivered?”, “Where will you install our fireplace?”
Aggressive ending: “Do you really want this?”, “Are you sure you’re ready for this?”
Completion to an objection: “If I find the size you need, will you buy our product?”, “If there is free shipping, will you sign a contract?”
Ending with a concession: “Okay, how much money should we give you?”
Test closing: "Shall we close the deal right now?"
Conclusion to fear: “The price could go up because fuel has become more expensive?”
If the negotiations have ended successfully and you are satisfied with the result, remember that having received the consent of the VIP client to work with you, you are only at the start of a long journey. Ahead of you are sending many official letters, a huge number of telephone conversations.
Read also!
"Examples of Marketing Strategies: From Apple to Barack Obama"
Read more
Rules for working with VIP clients
Show that the client is on a special account, offer discounts, bonuses. Payment by installments works well, but everything needs to be presented in such a way that the client feels that you are taking such exceptional measures only for him.
Be punctual in everything, fully and clearly comply with all agreements. The client needs to understand that if unforeseen circumstances arise, you will not let him down, even if you have to sacrifice something.
Care and attention, but within reason. Send congratulations on a holiday or an important date to the manager of the VIP company you work with, express respect to the management, make small gifts, but do not give large gifts and do not fawn. Maintain a sense of proportion and common sense.
Give your VIP customer priority access to valuable information, such as being the first to know about the arrival of an exclusive product.
Ability to speak and ask questions
Source: shutterstock.com
Contact your clients' managers to be aware of their problems, this will help establish more productive cooperation. Find out what wishes and comments they have. But do not be intrusive - letters and calls will be appropriate once every 2-3 weeks. If you are on friendly terms, then you can remind them of yourself a little more often.
In case of force majeure, make exceptions for the client, but at the same time let him understand that this cost you a lot, you cannot do this all the time, despite his status.
Requirements for a manager for VIP clients
Employees interacting with VIP clients must have skills in comprehensive personalized service, have sufficient knowledge and experience.
Qualities of a good VIP consultant:
He knows the products and all their nuances well and is able to answer all the questions the client is interested in without outside help.
He knows the services market well and can formulate and argue the advantages of working with his organization.
He is a good orator.
Constantly developing, improving competencies and professionalism – reads a lot, participates in trainings, studies in courses.
Knows how to work with objections, manipulations, can resist aggression and inappropriate criticism. Can find compromises that are beneficial for both the client and the company.
He is interested in various spheres of life (culture, politics, economics), broadens his horizons. This helps him to maintain any conversation and navigate the situation, since VIP clients are often very smart and inquisitive.
Recommendations for selling premium products
Source: shutterstock.com
Rules that a VIP consultant must follow:
He is not a friend, but an expert. Friendliness is appropriate only in the form of a desire to help, understand the needs and solve the client's problems.
He cannot even mentally condemn, discuss or envy the client. A professional consultant shares the client's values and thinks in similar categories.
His work is aimed at solving the client's problems, not selling for the sake of selling.
He can organize himself and set up work in such a way as not to violate all agreements and deadlines.
Deeply studies the client’s needs, gets to know his company and products, evaluates competitors and offers ready-made specific solutions.
Asks clear, thoughtful questions that do not violate the clie
Try not to frown, avoid smirking at the client's actions or words, as well as your own thoughts. And, of course, do not scratch your head, do not yawn, do not look at the ceiling - such behavior is inappropriate.
Your hands should be at rest, not giving away your feelings. Don't fold them into fists, don't hold them behind your back, at worst, keep them in your pockets, but it's best to open your palms a little and accompany your words about the advantages your company has and what it can give to the client with calm gestures.
Case: VT-metall
Find out how we reduced the cost of attracting an application by 13 times for a metalworking company in Moscow
Find out how
Bringing the deal to completion
The deal can be closed in various ways. All afghanistan email list 168973 contact leads of them are aimed at helping the client make a choice. You can only push him to the extent that he is ready or as much as he needs your support (emotional or informational) to make a decision. The most common options are:
Alternative completion: “Will you buy three packages or four?”, “Should I deliver the documents to you today or tomorrow?”
Suggestive completion: “When do you need the equipment delivered?”, “Where will you install our fireplace?”
Aggressive ending: “Do you really want this?”, “Are you sure you’re ready for this?”
Completion to an objection: “If I find the size you need, will you buy our product?”, “If there is free shipping, will you sign a contract?”
Ending with a concession: “Okay, how much money should we give you?”
Test closing: "Shall we close the deal right now?"
Conclusion to fear: “The price could go up because fuel has become more expensive?”
If the negotiations have ended successfully and you are satisfied with the result, remember that having received the consent of the VIP client to work with you, you are only at the start of a long journey. Ahead of you are sending many official letters, a huge number of telephone conversations.
Read also!
"Examples of Marketing Strategies: From Apple to Barack Obama"
Read more
Rules for working with VIP clients
Show that the client is on a special account, offer discounts, bonuses. Payment by installments works well, but everything needs to be presented in such a way that the client feels that you are taking such exceptional measures only for him.
Be punctual in everything, fully and clearly comply with all agreements. The client needs to understand that if unforeseen circumstances arise, you will not let him down, even if you have to sacrifice something.
Care and attention, but within reason. Send congratulations on a holiday or an important date to the manager of the VIP company you work with, express respect to the management, make small gifts, but do not give large gifts and do not fawn. Maintain a sense of proportion and common sense.
Give your VIP customer priority access to valuable information, such as being the first to know about the arrival of an exclusive product.
Ability to speak and ask questions
Source: shutterstock.com
Contact your clients' managers to be aware of their problems, this will help establish more productive cooperation. Find out what wishes and comments they have. But do not be intrusive - letters and calls will be appropriate once every 2-3 weeks. If you are on friendly terms, then you can remind them of yourself a little more often.
In case of force majeure, make exceptions for the client, but at the same time let him understand that this cost you a lot, you cannot do this all the time, despite his status.
Requirements for a manager for VIP clients
Employees interacting with VIP clients must have skills in comprehensive personalized service, have sufficient knowledge and experience.
Qualities of a good VIP consultant:
He knows the products and all their nuances well and is able to answer all the questions the client is interested in without outside help.
He knows the services market well and can formulate and argue the advantages of working with his organization.
He is a good orator.
Constantly developing, improving competencies and professionalism – reads a lot, participates in trainings, studies in courses.
Knows how to work with objections, manipulations, can resist aggression and inappropriate criticism. Can find compromises that are beneficial for both the client and the company.
He is interested in various spheres of life (culture, politics, economics), broadens his horizons. This helps him to maintain any conversation and navigate the situation, since VIP clients are often very smart and inquisitive.
Recommendations for selling premium products
Source: shutterstock.com
Rules that a VIP consultant must follow:
He is not a friend, but an expert. Friendliness is appropriate only in the form of a desire to help, understand the needs and solve the client's problems.
He cannot even mentally condemn, discuss or envy the client. A professional consultant shares the client's values and thinks in similar categories.
His work is aimed at solving the client's problems, not selling for the sake of selling.
He can organize himself and set up work in such a way as not to violate all agreements and deadlines.
Deeply studies the client’s needs, gets to know his company and products, evaluates competitors and offers ready-made specific solutions.
Asks clear, thoughtful questions that do not violate the clie