We have been active in the marketing field for many years now and we know how important it is to know how to communicate with our customers.
For this reason we have decided to gather our experience in a comprehensive guide dedicated to the best communication techniques to use to build profitable relationships with your potential customers.
Communication techniques are used to empathize with the customer and build a valuable relationship in the fastest way possible.
With limited time and competition behind you, every move can be decisive.
You will not read magic formulas but precious advice where you will find the best phrases to use to sell.
We will also explain the unsaid, that is, how much important information the body gives us in attitude and gestures.
Even if you have a started business or are an established professional, we invite you to read this guide that can help you improve your approach with the customer.
Thus creating a qualitatively better relationship with those who choose you.
Attention!
During the article (obviously) we will talk about both offline and online communication.
Let’s start with the basics.
Below are the 3 important factors for effective communication with the customer:
ACTIVE LISTENING
RIGHT QUESTIONS
TARGETED SILENCE
In addition to these 3 factors, the key element is undoubtedly timing. Being able to understand the real needs of the customer at the right time means starting off successfully.
Let’s see specifically what we are talking about.
Listen to your customer
Listening means lending your ear, mind and heart to the person in front of you.
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In marketing, listening is always active.
Active listening consists of the ability to listen carefully to what your potential customer or interlocutor is saying.
In addition to words (written or spoken), body language, facial expressions, speed and tone of voice also count.
Active listening is essential especially when you enter into negotiations with a potential customer for the first time.
If the person in front of you remains still, rigid, does not open up and does not let you understand what problems he really has, it will be difficult for you to sell your product/service.
Involve the interlocutor, encourage him to talk about his real needs, his doubts and his dissatisfactions: only in this way will his attitude change.
Ask the right questions at the right time
Questions are the basis of a healthy conversation.
You must give the customer the impression that you can resolve his doubts, fulfill his wishes and respond to his needs.
To create a lasting relationship with your potential customer you need to ask a few, simple questions at the right time.
Only in this way do you show that you are interested in what your customers have to say.
So, ask open-ended questions.
For example, “What product are you currently using?” “How are you getting on with your old manager?” “Why do you want to use this service?”.
Open-ended questions leave room for open-ended answers and not for a sterile “yes or no”.
When the customer answers your question, they inevitably tell you what they think, what they want or how they feel.
Usually, people like to talk about themselves and want to share information about their daily lives and problems.
However, in most cases they need to be prompted in the right way.
Keep your voice calm, stand up straight but not stiff and start with general questions.
General questions allow the interlocutor to start talking about himself and for you to test the waters to understand in which direction to push the negotiation.
You can ask your potential customer: “What do you like most about the product/service you are using?” “What do you like least?”.
The product/service that someone currently has obviously has features that they like most and others that they do not like at all.
Asking questions to understand this will give you a general understanding of what your customer is looking for and how your product/service fits their needs.
Learn to be silent
The world is hectic: noisy streets and noisy houses leave no room for silence.
In 2021, silence is a precious asset that is difficult to share.
This happens not only in the daily routine but also during a sale.
Most salespeople are intimidated by silence or long pauses.
Many fill these gaps by talking freely about the benefits of their products/services.
In this way, however, they do not give the interlocutor time to reflect and understand the advantage of their purchase.
Many salespeople talk too much and too quickly. And often after a purchase they leave the buyer with the feeling of having been cheated by this enormous load of chatter.
For this reason, when you ask a question, remain silent and listen,
really listen.
Don’t think about what you’re going to say next.
Listen and don’t intervene until your interlocutor finishes speaking.
Listening, thoughtful questions and silence are crucial in creating effective and lasting communication with your potential client.
The 3 factors also concern web communication.
In online marketing, what matters is showing that you are ready to engage in active communication with your interlocutor even if it’s through a laptop or smartphone.
What matters is making them feel that you are there, and will be there.
We now invite you to read this paragraph dedicated to online communication and sales techniques.
How to communicate with customers through social media
To grow as a professional, you need to communicate with your customers through social networks such as Facebook and Instagram.
Your presence on the internet is important not only to strengthen your brand and increase the perception of the value of your products/services, but also to constantly take the pulse of your brand reputation.
Social channels like Facebook and Instagram allow you to create two-way communication with your consumers.
The simplicity of these platforms should not make you think that their use is trivial.
Communicating with posts requires commitment, care in responses, constant presence, but also time and money to invest.
For this reason, it is often advisable to rely on an advertising agency capable of managing social media for you.
Commercial communication through social media must be constant and always updated.
For example, an out-of-date company Facebook page gives the idea of a neglected, little-known brand.
Constant monitoring of social profiles is essential to make yourself known and remain active on the web.
Today, the web presents itself as the new market place and you must be present.
Companies are called to follow innovations in the social sector, because these channels enjoy great appeal from users.
In addition to the immortal word of mouth, in commerce today, appearing on the internet also counts.
The Facebook page with posts, the website with the right content, the blog always updated, the reviews on Google are a business card of fundamental importance for your company.
Today more than ever you need to be there!
Likewise, these online communication tools must be well supported by authentic, valuable content.
A well-written text and an attractive graphic for a Facebook post are more valuable than a well-curated showcase.
There is no point in hiding your head in the sand.
Times have changed a lot over the last twenty years.
Chatbots with automatic responses have taken the place of face-to-face communication with the customer.
Daily neighborhood chats have been replaced by newsletters that serve to keep the relationship with the customer alive.
Facebook Ads with their precise target and well-defined objectives have replaced flyers and country fairs.
Although many years have passed, some communication techniques, the most effective, are still fundamental in establishing a profitable relationship with a potential client.
So here are some books that you absolutely must read.
Immortal in their content, they tell us последний список мобильных номеров порошок how to advertise, talk to the client and approach the world of marketing with grit and tenacity.
To be read between one client and another, in bed before going to sleep or to listen to in the car while going to the office, these that we will give you are the two books that have changed the history of global marketing.
If you want to grow your company and earn more money you cannot neglect communication. And effective communication needs to be nourished every day with new ideas, starting with the two books that we are about to propose to you.
The most read books in the world to communicate effectively
Below you will read the 2 books that have changed the history of marketing worldwide.
These works, masterpieces in the field of the study bu leads of human communication, offer a comprehensive picture of the reactions of the human brain when faced with an attractive offer or a persuasive speech.
Evergreen in the world of advertising, the two texts are well suited to the conditions of online marketing.
Let’s start with Robert Cialdini, one of the leading scholars of the social psychology of persuasion.
1 – Robert Cialdini, “The weapons of persuasion. How and why we end up saying yes”
Persuasion is an art that can be learned.
It is true that many are born charismatic, but we can all learn according to Cialdini.
Why is a request formulated in one way rejected, while an identical request presented in a different way obtains the desired result?
The American psychologist identifies six fundamental patterns of persuasion:
coherence-commitment
reciprocity
