“The website is not the center of your universe. Your Facebook page is not the center of your universe. Mobile app– not the center of your Universe. The client is the center of your Universe!” - Bruce Ernst, product manager at Monetate.

“In the old world, you spent 30% of your time creating great service and 70% of your time shouting about it. In the new world, it's the other way around." - Jeff Bezos, founder of Amazon.

“The client is the most important visitor. It is not he who depends on us. We depend on him. He doesn't interrupt our work. He is the goal of our work. He's on the wrong side of our business. He is part of it. We're not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do this,” Mahatma Gandhi, ideologist of the national liberation movement in India.

“The path to the customer’s heart is more than a loyalty program. Growing client evangelists is about creating an experience that is worth telling others about,” Valeria Maltoni, Vice President of PM Digital.

“The key to success is setting realistic expectations among customers and then not only meeting those expectations, but exceeding them,” Richard Branson, founder of the Virgin Group.

“Customer service is about providing new experiences. This is a promise to our customers that we must keep. It's how they feel when they do business with us,” Shep Hyken, founder of Shepard Presentations.

“Setting customer expectations at a level consistent with consistently maintaining customer service requires that your entire staff, from product development to marketing, work in harmony with your brand image,” Richard Branson, founder of the Virgin Group.

“Every day we ask the question: “How can we make our customers happy? What innovations do we need to use to achieve this?” - Bill Gates, Chairman and Chief Architect software Microsoft Corporation.

“Customer experiences are the catalyst for transformation. They directly influence culture, strategy, structure and all components of the business,” Christina Crandell, President of New Business Strategies.

“Here is a simple but powerful rule for you. Always give people more than they expect." - Nelson Boswell, founder of NELSON BOSWELL.

Anna Tyugaeva

A telecommunications company that provides virtual communication services in Moscow and St. Petersburg. The main products of UIS are virtual PBX, 8-800 number, call back from the Sitephone website, mobile office, autoinformer, virtual meeting, SIP telephony, etc.

The wisdom contained in these quotes will be useful to anyone buying/selling/negotiating. That is, not only for marketers and sales people, but in general for everyone. Because negotiating salary at an interview is also a sale. And the English courses you are trying to persuade your child to take are also a sale. And much more...

“People buy based on emotions. Even if your customers are business owners, no matter how large and reputable it may be, they still remain people with all the ensuing consequences.” Michel Fortin, Marketing Manager

Technologies, tools, techniques are all good, but it is useful to see the buyer, first of all, as a person. And treat him not as a goal (“he should bring me so many dollars in profit”), but as an interlocutor who has his own interests, tastes, and even oddities.

“Listening brings many benefits that speaking never brings. There is no better method to arouse people’s trust than to listen carefully to what the interlocutor wants to say.” Brian Tracy, business coach, author of famous books on entrepreneurship, leadership, and sales.

No comments here. Be willing to listen; and do not pretend that you are listening, but delve into the interlocutor’s message.

"You can't sell if people don't want to buy". Akio Morita, entrepreneur, founder of Sony

This is already a question of market strategy - to develop (purchase) a product for which there is demand. Of course, there are legends about salespeople who can sell a refrigerator to the Chukchi, but the question is why this is necessary. You can use sophisticated sales techniques to convince a customer to buy something they don't need. However, sooner or later the client will be disappointed. And it is unlikely that he will come to you again.

“The client cannot simply be satisfied. The client must be satisfied!” Michael Dell, businessman, founder of Dell

A subtle play on words that hides the idea: the client should feel happy.

“Objections are like steps on a ladder leading to a successful deal.”. Tom Hopkins, business coach, consultant, business and sales expert

That is, we don’t look for easy ways and learn to work with objections.

“The customer loves to buy, but does not like to be sold to.”

In negotiations, the client should feel like an active party: he controls the process, for the simple reason that he is the client, and he brings you money, and not vice versa. Do you want to alienate a client? Show him that you know his needs better than he does, and that in general you are smarter and more eloquent. And also put pressure on the client at the most crucial moment, push him to sign the deal, and you can do it more rudely. Good way get rid of the client once and for all...

“Better once on time than seven times perfect.”

This can be applied not only to sales, but to any field of activity. Perfectionism is good in moderation. It is better to complete the task not with perfect results, but on time. It’s worse to do everything perfectly when no one is interested in it anymore.

“Even if you are the only company that offers such a product, you will still be competing, just not with similar products or services of other companies, but with other products in general or with other ways of solving a certain problem.” Valeria Dolgikh, business coach.

Competitors don't sleep. It’s worth remembering this every minute, and treating competition as a way to become better, stronger, more useful.

“I've never done marketing. I just loved my clients.". Zino Davidoff, owner of the Davidoff brand.

There is a bit of coquetry in this - everyone who wants to sell and be successful in the market engages in marketing. But still. What if you actually genuinely cared about your customers and made that a core value?

“If you don’t take care of the client, someone else will take care of him.”

“In any relationship, 3 elements are important, without exception: BUSINESS + RELATIONSHIP + REPUTATION” (Vladimir Tarasov) Let's add + RESPECT and TRUST

“Quality is when the buyer returns – not the product” (Benjamin Franklin)

“The price is not a skirt - you can’t lift it above your head. The value of a product is not determined only by its price and cost” (K. Kushner)

"People buy trust before they buy a product" (Mark Stevens)

“I've never done marketing. I just loved my customers." - Seth Godin

“When you have figured out what the client needs, you don’t have a client yet. When you shake hands with a client, the client is not yours yet. When a contract is signed with a client, this does not make the client yours. When a client says that the invoice has been signed for payment, it has not yet become yours. When a client says that the money has been sent to you, he is still not your client. When you see money in your current account, you can be congratulated. But the client is not yours yet. You have issued an invoice - and your obligations to the client have been fulfilled - you can allow yourself a vague suspicion that the client is yours. But the confidence that the client is yours can only be given by his repeated contact with you!” (Konstantin Baksht)

"The customer can't just be satisfied - the customer must be satisfied" (Michael Dell)

“I don’t think about what the client wants. That's what I prefer to ask." - Larry Ellison

“Good service makes the price a thing of the past” (David Ogilvy)

“If you ask for something in a good hotel, you will get it. In a great hotel you don’t need to ask for anything” (motto of the Ritz-Carlton hotel chain)

“The essence of any business is personnel, product, profit. If you have problems with the first one, then you can forget about the other two” (Lee Iacocca)

“Whoever does not devote himself entirely to the task will not be successful” (Sun Tzu)

“Don’t always object to objections” (M. Balthazar)

“It’s good to listen to what others have to say.” (aphorism of the ancient world)

“The most important formula for success is knowing how to communicate with people” (Theodore Roosevelt)

“When buying a cow, make sure the tail is included in the price!” (Ya. Ipokhorskaya)

“The postulate “what you buy for, you sell for” is a sure path to bankruptcy.”

"Good wine needs no ivy bush"

“Not all of them are chefs who have long knives and low prices.”

“A person who cannot smile should not engage in trade” (Chinese proverb)

“The important thing is not how much it costs, but how much you save on it”

The value of a thing is determined by the pleasure it can give." (Richard Oldgilvy)

“Experience is the teacher of all” (Caesar)

“Life is suffocating without a goal” (F. Dostoevsky)

“A good decision is the result of experience. And experience is the result bad decisions"(Walter Wriston)

“You will never be able to solve a problem if you maintain the same thinking and approach that led you to this problem” (Albert Einstein)

It would be a shame if sellers only sold products to people.

The main goal is a good mood for the buyer!

A seller is a person who gives to customers, and ideally, to everyone around him.

- the ability to exchange money for happiness.

If you can make customers laugh, they will force you to sell them everything you have to sell.

A very good answer to the phrase: “We don’t have the money for this.”

Alas, expensive things are much better than cheap ones!

The best way to stop constantly thinking about something is to just buy it!

If you want to sell a product, tell us how you can use this product to better life buyer!

The buyer loves to buy, but does not like to be sold to.

Maintain a fine line between “keeping the buyer” and “bending under the buyer.”

You 100% won't score a goal if you don't hit the goal. You 100% won't make a sale if you don't make an offer.

What the buyer does not need is always expensive, but what is needed is especially expensive, and that is why it is discussed for so long!

My problem is that I am the solution.

Sell ​​what you like for this!

Three types of buyers through the eyes of a lazy seller: “I can’t sell to this one,” “I can sell to this one,” and “But this one will buy it himself.”

Sales is a game - be an interesting player!

Sales is a challenge, embrace it!

Sales is a mystery - solve it!

Sales is about relationships, build them!

Sales is life, live it 100%!

Magnitude wages the seller is the amount of gratitude for his work received from the buyer! The more grateful the buyer is, the more valuable help you provided him, the more he bought! If the seller's pocket is empty, it is worth asking the question: “Have I really brought so little benefit to people this month?”

_____________________________________________________________

• Everyone complains about the lack of money, no one complains about the lack of intelligence
• A person without a smile has no right to open a shop.
• Be attentive to your thoughts - they are the beginning of actions.
• What the buyer does not need is always too expensive.
• Evolve or die!
• The customer is always right! If the client is wrong, then it is not our client.
• There is nothing more pleasant than being obligated for everything to yourself.
• Sellers rarely make mistakes in their judgments about each other.
• Never, never, never! Never give up!
• From failure to failure, with ever-increasing optimism!
• Most The best way don't think about something - just buy it.
• The perfect sale exists! It's just that you don't know what she looks like yet.
• Each person is the architect of his own misfortune.
• My problem is that I am the solution.
• Money is the only friend that is faithful to the end.
• Don't stop there.
• Evil can buy a person, but it cannot become a person.
• If you only have a hammer, every problem will seem like a nail.
• Listen, watch, think... And the buyer will surprise you.

Want to learn about sales training?

• The ability to sell is the ability to model the happiness of the buyer.
• Habits, phobias and manias are the easiest to sell.
• Sell ​​what you like - they pay more for it.
• No matter how much you want to, don’t sell like everyone else.
• A marketer is a weak-willed salesman.
• Talk about what they want to hear - sell what they need for life.
• If you go the wrong way, you will definitely end up in the wrong place.
• There are no perfect salespeople.
• Every buyer should be given a chance to change their mind.
• What would Kotler do in my place?
• The buyer can be terrible, but if you tell him so, he will become even worse.
• People need to be constantly reminded that they are customers.
• The seller never asks a question to which he does not know the answer.
• Thank the rake that gives you the brain.
• A dispute with a buyer is a divorce from reality.

• Don’t lie and do what you want, but the main thing is don’t lie.
• If you love what you sell, love selling what you love.
• Lord, do it as I need, and not as I want!
• The best sellers usually don't have the best. But they sell the best there is.
• If you can make buyers laugh, they will make you sell everything you have to sell.
• You may be afraid, but fear should not stop you from selling.
• There are very few salespeople who don't stop selling even when they close their mouths.
• A bad seller is not destiny - it's laziness.
• All buyers want only one thing - to be understood.
• Only for love. Sales is not casual connection, but long-term relationships.
• If you don't run into NO, you will never hear YES.
• The biggest mistake is to unreasonably believe in your own exclusivity.
• The stingy one does not pay twice, the stingy one does not pay at all.
• Selling should be just like you - easy, fast and beautiful.
• The problem is that you don't know what to say?
• The problem is that you are saying something you don't know.
• If you have faith, even the size of a mustard seed, nothing is impossible for you in this world.
• Sales fall the day courage dies.
• Pride is the currency of losers.
• Life is terrible pain. And anyone who says that this is not so is trying to sell you something. Therefore, all those who are trying to sell you something must take part of your pain upon themselves.
• A sad story is when the buyer doesn’t know what he wants,
• and you are completely sure that he wants to buy something from you
• In the eyes of the seller, there are three types of buyers:
• “I can sell this one.”
• “I can’t sell this”
• “And this one will buy it himself.”

• The salesperson is part nurse and part psychotherapist. You can't even imagine who we have to work with.
• A smart salesperson learns more from the buyer's questions than a stupid salesperson learns more from the answers.
• A seller is a person who gives customers, and ideally, everyone around him, the opportunity to exchange money for happiness.
• The buyer, saying “YES”, every time thinks how many “NO” in the future it will cost him.
• A real seller is the light at the end of the tunnel.
• Sales are the only opportunity for office slaves to become free.
• We only buy what we like ourselves with.
• You can start selling tickets to the apocalypse only if you firmly believe that a cashier will be needed for the next show.
• Most purchases are not caused by needs and wants, but by bad habits.
• For clients I am like the son of a regiment. Everyone is trying to feed me something, warm me somehow, teach me something.
• A seller is, first of all, a person who is able to foresee the consequences of his actions.
• Everyone makes mistakes. And sellers are always wrong.
• Never open your mouth until you are sure your brain is working.
• Experience is what you get while you are doing something wrong.
• Everyone wants the result (money and heifers), but no one wants to love the process (from morning to night selling and thinking).
• If the buyer doesn't hear your favorite story when you sell, you won't have a sale.
• To lose status, you need to talk more.
• There is definitely something wrong with you if you say to yourself: “I do this for money, and this for pleasure.”
• Twenty customers going to the same store, to the same seller -
  it's twenty people going to twenty stores, to twenty different sellers. All buyers are different people, and you?
• “Selling something that the client does not need at a price that he cannot afford - that’s what it means to be able to trade!” Many sellers are guided by this principle. Customers don't buy from them more than once, and they never have repeat sales!
• A tragic mistake. Sellers tend to love not buyers, but only the reflection of their bright commission future.
• It would be a shame if sellers only sold products to people. The main goal is to make the lives of customers better.

More jokes about sales and sellers:

Dialogue on the food market:
- Mila, are the tomatoes already good, or will they be cheaper later?

Why not when yes? (phrase from Odessa sales manager)

Oh, I don’t care, as long as YES...

I respect you, although I have already forgotten why!

And where is your horse?

What are you saying, what kind of horse, I’m selling chickens, where are you looking?

I'm looking at the price...

You weren't standing here!

Shaw, your life is so bad - you’re holding a bag in one hand?

Watch where you are going, otherwise you will end up where you are looking...

Can you tell me what time it is?
- Why don’t I tell you, did we quarrel?

At the Starokonny Bazaar (Odessa flea market):
-People, have a conscience, buy at least something!

Right now I’ll make a scandal for you and you’ll have fun.

Have you had a fight with your brains?

How much do your cucumbers cost? (answer) How much?..

So what if they remembered you with them! (from a conversation at the market)

I know you many times.

Do you have the money to behave like this?

Well, why did you sew some miserable pants for me for a month?! God created the world in seven days, and here - trousers - a month!.. - Ha, young man... Just look at this world - and look at these trousers!..

Trying to squeeze through to the exit of a trolleybus during rush hour.

Are you going out?

Let's change.

What do you have?

The inscription on the fence behind the store: “CURSE FOR GARBAGE!”

You leave, thank God, or you stay, God forbid! :)

Hello! In this article we will look at the main phrases for attracting customers that stimulate sales.

Today you will learn:

1. Why is it so important to use the right words when talking to a client?
2. Examples bright phrases that will attract the attention of buyers.
3. How to conduct a dialogue correctly.

The importance of the words of the first dialogue

Every person who sells any product or offers services knows and understands the importance of the first dialogue. The level of sales and, accordingly, his salary depend on how quickly the seller earns the buyer’s trust, determines his needs and helps with choice.

In practice, it turns out that gaining a client's favor is not so easy. Surely everyone has found themselves in a situation where you go into a store, for example, to buy shoes. At the same time, you yourself don’t know what you want, and at this moment the seller comes up and says the hackneyed phrase “What are you interested in?” At this point, most shoppers immediately respond, “I’m just looking,” and leave the store.

In this case, the seller made several mistakes due to which he lost the client. But if he were not so intrusive, showed creativity and earned your trust, then perhaps you listened to him, and he helped with the choice, after which you would buy shoes from him.

There are situations when well-written phrases for a store help to increase the number of goods sold. In this case, you have to come up with slogans and interesting expressions and distribute them. Their goal is to interest the client and force them to learn more about your offer.

The main task of phrases to attract customers is to capture attention, gain favor and gain trust.

The main mistake of many sales managers is that they immediately try to sell the product. This technique works quite rarely, so the sales level of such people is not very high.

How to use phrases correctly

Many managers mistakenly believe that sales employees should devote maximum time and attention to each customer. As a result, they get a result that they did not expect at all.

Example. The call center receives calls from clients and operators are required to communicate with clients as politely as possible, try in every possible way to increase conversation time and offer the maximum number of products.

The managers believed that thanks to this, the caller would like such attention and would purchase the maximum amount of products.

In practice, this backfired. A queue formed among callers, followed by complaints that it was very difficult to get in touch with the operator. In addition, during the “sweet” conversation, the client had a double impression of a company that wants to “sell” a lot of products “jumping on its hind legs to do this.”

In order to really do this, you need the basics of proper and effective communication with clients. It doesn’t matter whether you sell a product over the phone or communicate in person with the buyer.

We have developed small instructions that will help you train your staff without any problems.

Step 1. Learn to classify people

You should explain to your employees that there are different types of customers. You can impose a product on some, but not on others. One category of people is led by certain phrases, and another by others. Therefore, it is very important to divide buyers into categories.

There should not be more than 5, otherwise it will cause confusion among the employees themselves.

We offer the following classification:

1. Girls– these are people who were recommended one specific product. They don't want to listen to the advice the salesperson gives them. They came (called) to buy one specific product. There is simply no point in offering them something else; they will refuse.
2. Guys is a category of people who do not fit into other categories.
3. Engineer– buyers who know what exactly they want to buy. They name the main characteristics of the product or a specific model.
4. Mister– a person who communicates with the seller in technical language, using numbers. He knows what brand or brand he needs, but cannot decide on the model.
5. Mistress– people who speak the language of emotions. They want to buy something stylish, beautiful or exclusive. We decided on a brand, but didn’t choose a model.

It is important to understand that a “girl” can be either a representative of the stronger sex or a nice lady. Categories of clients are not tied to a person’s gender, social status or age.

Step 2. Before offering anything, let the client speak

Under no circumstances should you immediately “attack” the buyer with your offers. You must understand what exactly he needs. To do this, you need to give the client the opportunity to tell why he came or called.

It has been experimentally established that 72 seconds are enough for a person to voice his desire and speak out. This is an average, so keep in mind that some people may need more time and others less.

After you listen to the client, you can enter into dialogue. You must understand what exactly to say based on what category the buyer belongs to.

For example, the “guys”, after they speak out, need to be told: “I can offer an option that is a little more expensive, but it will be cooler.”

If the client is a “girl” or an “engineer,” then you are required to listen to them, accept the order and fulfill it. Any proposals you make will be rejected in any case.

For “Mrs” the following is suitable phrase: “I can offer a model that is a little more expensive, but it is more luxurious than the previous option”.

And “Mr.” will appreciate the remark: “ There is a little more expensive, but this is an excellent professional model».

The most promising clients are “Mr.” and “Mrs.” It is with them that managers need to work.

Once you implement such a customer classification system, you will quickly realize how effective it is.

Background phrases and common examples of words that are used when working with a client

Regardless of what exactly you are selling or what service you are offering, the client should feel your sincerity. At the same time, you need to behave unconventionally, creatively and start the conversation not with advertising the product, but with a simple conversation with the buyer.

It is important not to attack the client and try to provide as much information as possible in the shortest possible time.

First you need to ask interrogative questions, thereby identifying the client’s needs:

• “Which shade of this model do you like best?”
• “Very convenient and practical thing! Don’t you think so?”
• “Why did you choose this particular model?”

After questioning behavior, you need to change tactics and clarify the situation using the following best phrases:

• “It seems to me, or do you doubt that...”
• “Tell me, do I understand you correctly...”

Very often the client needs advice from the seller. At this moment you provide support and assistance with the following words:

• “If I were in your place, I would not hesitate for a minute”;
• “I am 100% sure that you will not regret your choice”;
• "You have very good taste."

If any difficulties arise, you must take an attitude of understanding. After the client voices his problem, you need to respond something like the following:

• “I understand you very well, because my friend also faced a similar problem. But she found a way out...";

In their work, sellers, managers and all people who want to get a buyer must remember that they cannot use the phrase “Are you interested in something?” and use a pressing gaze. The buyer automatically responds negatively and leaves.

Bright phrases, as well as advertising cues that perfectly attract the attention of customers

Often it is non-standard phrases that help sales agents find new customers. Most often, such phrases are of an advertising nature. But you shouldn't be afraid of them. Here are some of the most successful expressions.

Phrase	Her goal
“Have you already taken part in our promotion?”	The client becomes interested, he begins to ask questions and a dialogue quickly begins
“If you recommend our store to your friends, you will receive bonuses that can be used on your next visit. What do you think of it?"	This phrase encourages the client to advertise your business and make future purchases.
“If you need to consult with your significant other, then this can be done right now. What phone number should I dial?	This statement will allow you to retain the client and will contribute to the fact that the purchase will be made from you, and not in a neighboring store, for example
“Can I consult with you?”	Thanks to this question, you gain the client's favor, after which it is easy to establish an open dialogue
“Now I will tell you the total amount, which includes all discounts”	Having heard the phrase, the client understands that haggling is pointless and the price is final, so he does not ask any more questions related to the price
“Do I understand you correctly, do you want to purchase a high-quality product at a minimum price?”	By asking this question, you show that you are interested in the buyer's needs.
“Soon we will be holding an interesting event. Can I reserve a seat for you?”	Such advertising phrases are appropriate if you are offering an expensive product. At such events, buyers get to know brands and do not feel obligated to purchase anything

Conclusion

The secret of a professional salesman is that he knows how to choose the right moment when to approach the client and offer his help. At the same time, he selects the right words that show his sincere interest.

Don’t be afraid of non-standard situations and improvise more often! We are sure you will succeed!