How to build the right customer relationships using the DISC model

• 1 Possible forms of communication with clients
  • 1.1 Individual negotiations
  • 1.2 Email
  • 1.3 Cold calling
  • 1.4 SMS messages
  • 1.5 Webinars
• 2 How to communicate with a client correctly?
• 3 How to resist arrogance and rudeness?
• 4 How to maintain communication with regular customers?

The most valuable asset of any company is its established customer base. No matter how popular the products or services may be, without building trusting relationships with consumers, achieving successful development business and increasing profits is almost impossible.

Sales managers must not only be able to interest people in the company's activities (the final product), but also help maintain its image. It’s easy to guess that it is regular buyers of goods or consumers of services who make the lion’s share of purchases, thereby bringing in a stable profit.

Do not forget that increasing the number of potential clients depends on the ability to establish business communications. They need to be interested and converted into regular customers. The more loyal consumers a company has, the higher its profits. To succeed, you must comply simple rules communicate with clients and be able to competently offer effective options solutions to their problems.

Possible forms of communication with clients

Let's consider the basic forms of communication with clients.

Individual negotiations

One of the most effective tools in promoting a company’s product and increasing its customer base is individual negotiations. First of all, the sales manager should clearly define what he wants to convey to the person and correctly draw up a clear communication plan.

The seller must be able to build a dialogue with the buyer in such a way that the latter understands that his needs will be satisfied in in full and he will receive certain benefits from cooperation with a specific company. To do this, a sales specialist must be able to:

• listen to your interlocutor, take into account his requirements and wishes;
• quickly determine the characteristics of a person’s personality (psychotype, cultural and social level, mood, disposition to communicate);
• tune in to the wave of the potential client;
• behave confidently during communication;
• focus on the dialogue and not be distracted by extraneous conversations.

It is known that it is the first meeting that creates the buyer’s impression of the seller, and it depends on this whether he agrees to cooperate with a particular company in the future. First of all, you should choose comfortable spot to communicate with a person. To do this, you need to invite him for negotiations (for example, to the company’s office) and create all the conditions so that the potential client would like to return there again (of course, as a permanent one). If the meeting takes place on the buyer’s territory, then the question is posed somewhat differently: the seller must be able to clearly identify the needs of the interlocutor and, in an unobtrusive manner, offer him favorable terms of cooperation.

In any case, it is extremely important to make it clear to the client that they are being treated with attention and respect, and are not trying to sell anything at the first meeting, then he himself will be interested in an open and constructive dialogue.

The appearance of the seller is of great importance, so it is necessary to maintain business attire, be clean and tidy. The seller must make it clear to the interlocutor that he is interested in an honest and productive conversation. To do this, you should look into the person’s eyes while conducting a dialogue with a certain amount of attention, and the gaze should be confident and open.

When meeting, the sales manager must be the first to introduce himself and briefly inform about the company he represents. During the meeting, you should shake the potential client’s hand, which will make him more inclined to further communication.

At the negotiating table, the seller should behave casually and openly so as not to evoke negative emotions. During the conversation, it is important to follow the following rules of business communication:

• do not interrupt the client and listen carefully;
• speak the truth about the company, product and terms of cooperation;
• briefly express your thoughts;
• do not speak in bad taste about competing companies;
• do not use slang expressions;
• control your emotions.

When communicating with a client, you need to listen carefully to what he says and remember key points in order to avoid disagreements during cooperation. As practice shows, potential consumers themselves strive to communicate with managers and company management to resolve a number of organizational issues. For this reason, you should exchange business cards to agree on contact details.

Every manager who will communicate with clients must remember that they should not embellish the quality of the product and the capabilities of the company. This will further negatively affect the company’s reputation, and the buyer may refuse to cooperate.

Important: The seller must value his time and the time of the potential client. Many business people prefer when information is presented to them briefly and clearly. Therefore, before starting negotiations, you need to draw up a specific plan that will convey the essence of the commercial proposal without water.

The manager must have basic knowledge of the psychology of communication with clients in order to be able to direct negotiations in the direction he needs. The main thing that needs to be immediately highlighted during negotiations is the needs of the interlocutor, his desires, goals and existing problems. The ability to unobtrusively offer their solution and tell a person about the benefits that he will receive from cooperation with the company (purchasing a product, ordering a service) will allow the buyer to make a positive decision and conclude a deal.

Email

Among the tools that allow you to effectively and correctly sell products various companies, you should highlight sending letters by email. Let’s immediately make a reservation that this method of communicating with potential and existing clients has nothing to do with spam.

Any company can send emails to people who voluntarily wish to receive information and become mailing list subscribers. To do this, you need to create a special form on the website in which visitors will leave their data (mail address and name).

How to talk to clients via email? First of all, you should know that sending letters should contain exclusively useful information and free value (no offers to purchase the product at first). An exception may be cases when customers are invited to take advantage of various promotions, discounts and other commercial offers aimed at increasing sales volumes. You cannot offer the buyer a direct offer to purchase a product or order a service.

Many books for sales managers contain information that people like to buy products from people, and not from “faceless” sites. This suggests that the potential client needs some kind of communication and more information about the company’s products. Through electronic mailing, contact is made between the seller and the potential buyer. A person should be invited to familiarize himself with the features and benefits of the product, create videos with training material and show other “useful things” that will solve his needs.

When the buyer understands that no one is “brazenly” selling him anything and he is getting a solution to his problem (“pain”), a desire to buy the product will appear. Email marketing is one of the most powerful ways for online companies to attract targeted traffic and grow their customer base.

Cold calls

To properly communicate with customers during the first telephone conversation, you should know that the main task of the seller is to obtain their contact information and information about their interest in the product. The seller is obliged to observe communication ethics during dialogue, as during real negotiations. It is worth considering that a person does not see your facial expressions and gestures, but he can clearly feel any changes in intonation.

It is recommended to start communicating with the client by phone with the computer turned on. If necessary, the manager can always clarify the information of interest through a search engine, so as not to demonstrate his incompetence to the client.

The sales manager must prepare for the telephone conversation, for which it is recommended to draw up step by step plan conducting dialogue. As in real communication, during “cold” calls you need to clearly and concisely convey the essence of the offer to the client.

You cannot “recruit” a person in the morning and after the end of the working day. It is best to call between 10 am and 5 pm during the day. Many managers prefer “cold” calls, since they allow them not to be embarrassed by the interlocutor and speak confidently with him.

Despite the fact that the client does not see the seller, it is necessary to smile during the conversation. As practice shows, the interlocutor feels a change in intonation and positive emotions manager, which ultimately has a positive effect on the outcome of the conversation.

At the end of the conversation with the client, it would not be amiss to voice joint agreements on further communication or cooperation. You also need to remember to thank your interlocutor for the constructive dialogue and direct him to the next contact.

SMS messages

SMS messages allow you to receive a fairly large percentage of feedback from potential clients. Communication with the client base using this tool allows the manager to increase sales by:

• notifying customers about upcoming company promotions and discounts;
• invitations to webinars and training intensives;
• familiarization with the company's new products;
• invitations to offline sales events (fairs, exhibitions);
• proposals for favorable conditions cooperation.

Important: messages cannot be sent to people who have not consented to the use of their number mobile phone. The newsletter is sent only to the database of clients who voluntarily left their contact information.

Webinars

Today one of the popular and effective ways communication with clients and maintaining their interest in the company’s activities is to conduct webinars - online classes devoted to various topics.

Before the event, the manager collects a client base through advertising and personal appeal to people. This scheme works great in communities social networks, where information is distributed between users at lightning speed. The company creates its own public page or group, where new members will subsequently come. The manager fills the public with interesting content and periodically conducts webinars, the essence of which is to provide free material.

The webinar allows you to conduct a visual demonstration of the product, talk about its advantages and benefits from use. If a company specializes in providing services, it is necessary to select a narrow topic for classes and present this material in such a way that people want to return to online lectures again.

As practice shows, webinars that do not serve the purpose of subsequent sales of goods significantly increase the efficiency of the company and the demand for services. This occurs due to the fact that a person is aware of self-care, receives valuable advice and recommendations for using the product, solving his problem, so he has a desire for close cooperation (shopping).

The consumer also understands the value of free material, which he can experience for himself, and realizes that by purchasing a certain product he will receive much more more benefits. Thus, correct communication with the client through webinars allows you to significantly increase the number of new people and maintain the interest of regular customers (clients).

How to communicate with a client correctly?

Some sellers do not know how the culture of communication with clients should develop, and because of this, companies lose a considerable percentage of profits. There are standards and principles of negotiation that must be followed to obtain good results and increase your customer base. Let's look at them in detail:

1. Question answer. Clients often send company managers (especially at the initial stages of cooperation) emails containing a large number of all sorts of questions. It is very important to study them, arrange them in the order in which they were received, and give a comprehensive answer to each of them.
2. Quick specific answer. One of the basic rules of communication with clients is that a person should receive a specific answer to his question as quickly as possible. Considered a rule good manners, if the customer receives the information he needs no later than 2 hours after sending his letter. If for a number of reasons the manager cannot answer it immediately, it is necessary to inform the client of the time when his request will be satisfied.
3. Demonstration of competence. The seller must understand that the client is not at all obliged to understand the characteristics of the company’s product and various features cooperation. The manager must show his competence, tell the person about the details of the work, and if necessary, then sort everything out several times. For example, a potential client is interested in what benefits he will receive from opening a self-service car wash as a franchise. A specialist from the sales department of the franchisor company must explain to the potential franchisee that he will be provided with all possible assistance in building a business, conducting advertising campaigns, attracting customers and solving organizational issues, visitors to his enterprise will be able to relax while washing their cars, receive some discount for constant service and even buy some coffee to go. Thus, customers will be satisfied with the quality of service and will begin to recommend the service to their friends, while the company’s profit will become stable.
4. My client is my friend. Don't be too zealous in using business style communication. Sometimes officialdom extremely tires both interlocutors, and in the end you may not achieve desired result. This rule suggests that you need to learn in time to move from a business style of negotiation to an informal one. It is enough to imagine that the client is a good friend with whom you can easily discuss exciting issues. Of course, we are not talking about familiarity and disdain for people here, but healthy humor and friendliness will not be superfluous.
5. Real cost of the product. When, during negotiations, a client is interested in the price of a product, it is necessary to justify it. This is especially true for enterprises providing various services. It often happens that managers do not agree on certain points, which results in an inflated price. It is definitely worth specifying the terms of service, since the client has every right to know what to expect from cooperation with the company and what to pay money for.
6. Maintaining constant contact with the client. The manager must remember that communication with clients should not consist only of ordering a product and checking payment for its implementation. It is necessary to call the person, inform him about the results of the application progress, and also resolve any organizational issues. If a client asks to perform any work in relation to cooperation, his request should be granted (of course, if this does not go against the interests of the company) and a report on the results should be provided to him.
7. Professional problem solving. It often happens that an order cannot be completed for a number of reasons. Under no circumstances should a client, especially if it is a large customer, even guess about possible disruptions in the company’s work. It must be remembered that the result is important to him and he is not interested in the reasons why the application may remain unfulfilled. A professional manager will always find a way out of this situation in order to maintain the relationship with the client, because if the customer learns about the difficulties in the company’s work, he may simply refuse further cooperation.

When communicating with a buyer, the seller must be able to tune in to his wavelength and predict the interlocutor’s train of thought. You need to try to understand the potential client, know his needs and be able to offer what he needs in a timely manner. Professionals always try to look at clients' problems through their eyes. This allows you to quickly find effective mechanisms for solving and concluding deals.

How to resist arrogance and rudeness?

Insolence and rudeness of clients, unfortunately, are quite common occurrences that interfere with constructive dialogue and the conclusion of a deal. We will give several recommendations that will allow the seller to understand how to negotiate with aggressive people.

First of all, when talking with a person, you should maintain a polite attitude towards him and a smile on your face. This allows you to neutralize aggression and direct communication in the right direction. It is extremely important to remain calm and listen carefully to the client.

It is important to learn to ask unobtrusive questions that will allow you to understand the reason for a person’s rude behavior. Often, rudeness and aggression on the part of the client arise due to the fact that he was deceived, he was treated unkindly, or he was dissatisfied with the quality of service (service, product) in another organization.

To neutralize the client’s inappropriate behavior, no matter how strange it may sound, you need to apologize to him and also convince him of your full agreement with him. To do this, the seller just needs to tell the person that he regrets the cause of his upset, as well as the bad experience of working with the company with which the incident occurred. This behavior will allow the client to understand that they are listening carefully, sympathizing, understanding the problem that has arisen and are ready to provide support. However, it should be remembered that the seller should not admit his guilt (if it simply does not exist), this may affect the image.

It happens that rude clients insult their interlocutor. A professional will never allow himself to become personal and say obscene things about his opponent. When communicating with an aggressive person, it is unacceptable to raise your voice and give vent to your emotions, as this will lead to swearing and failure of the deal.

To avoid this, you should maintain a neutral tone during a conversation, breathe evenly and be calm. Don't interrupt the client. He should make it clear that such behavior and rudeness do not bother you. You need to listen carefully to what your interlocutor is saying. This will allow you to quickly identify the cause of aggression and resolve the trouble that has arisen.

The company manager must make an effort to neutralize the client's overtly rude behavior. Don't comment negatively on his behavior. IN in this case it must be said that the interlocutor is valuable as a person (or his integrity is valuable). After this, it is worth offering the client cooperation and letting him know that this is important for the company.

How to maintain communication with regular customers?

Regular customers of the company, as we already know, bring the majority of the profit, willingly purchase new products, and also inform their friends and acquaintances about it. They are, in essence, free channel attracting new consumers who buy goods (order services) based on recommendations.

Why is it worth making efforts to retain loyal customers? The fact is that new customers, if they are satisfied with the quality of the product, will purchase it and, most likely, will want to buy something else. However, it is extremely difficult to find out what exactly attracted a new buyer and why he decided to re-order. As practice shows, companies spend many times more money and effort on attracting potential customers compared to maintaining good relationships with regular partners.

To collect contacts, you can offer clients, for example, “discount” cards (free) in exchange for their addresses and phone numbers. Within a very short period of time, a large number of people will gather with whom you need to constantly work and whet their interest.

Letter from the sales manager:

Yes, indeed, not all clients are happy. Some of them are capricious, and sometimes inadequate. This is a given and must be accepted. There is a rule for choosing a profession: if you don’t like communicating with capricious clients, deal with papers, digital technologies, or go work as a watchman. But if, after all, you want to work with people, love a capricious client.

We all sometimes find ourselves in the role of sellers, and sometimes in the role of clients (not necessarily at the collective farm market, it also happens in everyday life). The “seller-client” relationship is similar to the “gentleman-lady” relationship. A lady has the right to be capricious, but a gentleman is always gallant. And if the seller answers the client: “Look at yourself!”, then he makes a mistake, because he shows unacceptable weakness (not to mention the fact that he loses the prize for which he goes to work). A good salesperson always remembers that the customer is always right, even if he is wrong. And if the client comes across as a redneck, the seller will be at his best if, nevertheless, he adequately resolves the situation without rude manners and violence.

And further: a good seller does not push the product, but satisfies the needs of the client.

Of course, there are many useful rules of communication psychology, but there are four main ones that are relevant when working with clients:

1. Be a good listener

Although everything has been said and written about the importance of listening, inability to listen is a common problem. The ability to listen is important in any communication. And in sales, the ability to listen is sometimes more important than the ability to speak.

“I once interacted with an angry customer. He made claims and cursed continuously. At first I tried to object, but this turned him on even more. Not finding more arguments, I just shut up and began to listen. When the client spoke out on the main issue, he then began to talk about abstract topics. I listened to him and expressed understanding. As a result, he calmed down and renounced his claims.". (From a speech at the Oratory Courses).

Indeed, sometimes it is enough to listen to a dissatisfied client, and his aggression evaporates.

The trouble with talkers is that they don’t like to listen, so, firstly, they let it pass important information goes unnoticed, and, secondly, they irritate the interlocutor, who has the thought: “What the hell am I doing here?” Therefore, it should be understood that we listen, first of all, for our own good.

The ability to listen presupposes the ability hear, and not just pretend to listen. Some interlocutors only pretend to be listeners, while at this time they themselves plan their further speech - so-called dialogues of the deaf occur. The ability to hear helps to correctly understand the speaker’s words, and not interpret them in one’s own way, as well as to understand his emotional state and impulses.

Listen actively. You should not behave like a mannequin that only knows that it is silent and does not move. While listening, react: sometimes nod your head, insert relevant remarks and change your facial expressions as a sign of understanding the interlocutor’s speech. Ask questions if something is not clear. Active listening satisfies the interlocutor, because he understands that his speech has an impact, and is not in vain shaking the air.

So, be an attentive listener, do not interrupt your interlocutor- this is the first rule.

2. Don't argue

Despite the fact that they say that truth is born in a dispute, it is not always born there, because an argument is different from an argument. And often the dispute is not a scientific discussion, but a rough polemic in which each side, first of all, wants to defeat the other side, and certainly not to discover the truth. Therefore they also say: whoever argues is worthless.

A dispute is a conflict, and the conflicting parties do not cooperate, but fight. They do not hear each other, because each of them is irritated by the very fact of the existence of the other side. Therefore, a salesman who engages in a polemical skirmish with his client makes a blunder.

So, be an ally, not an opponent, of your client - agree with him instead of arguing.

3. Don’t start your sentence in response to your interlocutor’s previous words with the word “no”

Oh, this rule is broken at every turn. It is ignored by everyone and everything: both mechanics and top managers, salespeople, lawyers, professors, honored artists, presidents, teachers, pianists and the list goes on. It is observed only by experienced negotiators and some sensible diplomats. Listen to how respected adults talk:

- No, I liked the borscht.
- No, it's really tasty.
- No, in fact, they cook it well here.
And so on.

The word “no” at the beginning of a remark in response to the words of the interlocutor means crossing out his words, isn’t it? But our interlocutor did not speak so that we would cancel out his efforts, so our “no” irritates him and, again, makes him want to oppose rather than cooperate.

Even when people agree with the opinion of their interlocutor, they manage to start with the word “no”: “No, I agree with you.”

So, eradicate the habit of starting to speak with the word “no”, if there is one.

4. Do not use the construction “you (you) are negative”

Statements such as: “You didn’t listen to me well” or “You don’t understand the topic” immediately turn on the interlocutor, causing him to want to defend himself or rush into a retaliatory attack, because touches a nerve. But if you offend your interlocutor, he won’t hear you. That's why, “You should never say: “You didn’t understand me.” It’s better to say: “I didn’t express my thoughts well.”(Robert).

These four rules of communication psychology are the necessary minimum that every salesperson, telephone secretary, sales manager, as well as every person who respects himself and others should know. Their observance - business card a pleasant interlocutor. And if a specialist working with clients violates them, then this indicates his low qualifications and lack of professionalism.

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Service in different service industries requires special approaches to clients. There are both general rules official communication and specialized techniques of business communication. As practice shows, following recommendations from psychologists and marketers in this area helps to increase the efficiency of an organization, as well as create a positive image for it in the market for providing certain services. At the same time, the rules of communication with clients also provide for compliance with basic standards of behavior, which are determined by ethical considerations and general ideas about morality.

How to establish communication with a client?

In the very first seconds of the conversation, you should let the interlocutor know how his time will be spent. It is advisable to omit unimportant phrases, even if they are planned to be used as a means of winning over a potential client. Politeness is important, but overuse of politeness can create a negative impression. Standard interactions with clients also exclude attempts to get a quick response from the client agreeing to anything. You need to be understanding of his right to refuse and also respond adequately without changing. Even if a particular client is lost forever, a negative impression of the company will remain and may affect the image in the future.

The beginning of the dialogue should be as informative and comfortable as possible. It is advisable to briefly but clearly talk about the purpose of the conversation, the intentions on the part of the employee and explain exactly how this contact can be useful. An individual approach also matters. For example, the rules of communication with a manicurist’s client provide for the initial construction of a confidential dialogue. Specialists in this field work directly with the human body, so a touch of sincerity in this case is indispensable. The so-called ones, for example, should not be used.

General principles of business dialogue

After the introduction and the first introductory information, the employee is given no less responsibility. Even if the client has directly expressed his interest, you should not relax. Communication should be built in the style of a friendly conversation, but without serious deviations on topics not related to the company’s offer. However, you should not overload the client with an excessive amount of data. If you have to discuss a wide list of issues in one conversation, you need to initially systematize them, as required by the basic rules. Communication with the client must be initially thought out and prepared. It is recommended to prepare lists of questions in advance or at least keep them in mind, discussing them in doses during the conversation. But it’s also not worth asking them in a continuous stream. After each question, you can take short pauses, include correct jokes, or shift attention to less complex aspects of the topic under discussion. The client should feel comfortable, but at the same time not fall out of participation in the discussion.

The role of emotions in the communication process

Exist different points views on how and whether a manager should show emotionality at all. The cold calling technique has already been mentioned, the very idea of ​​which is based on the complete exclusion of this aspect. In other words, the employee is required to inform the client dryly, correctly and relatively quickly and, if necessary, obtain the necessary information from him. But such calls do not at all exclude formal compliance with the rules of communication with phrases of gratitude, apology and appropriate farewell.

But the same rules of communication in a beauty salon with clients exclude such a technique. And not only because of the need to build trusting relationships, even if business basis. Long-term relationships with business partners and clients are more fruitful when employees show their human qualities. Open and sincere expression of emotions is attractive and puts people in a more positive mood. Another thing is that such manifestations must be controlled and not conflict with the interests of the company providing its services to the client.

Features of dialogue on the phone

The specifics of telephone conversations also require their own characteristics. When starting a conversation, it is not recommended to use phrases like “You're worried about...” or “You're worried about...”. Although they are outwardly harmless, they initially create a negative stylistic connotation, which should be avoided. Next, you need to introduce yourself from the company and get straight to the point. When making incoming calls, the rules for communicating with clients on the phone also do not recommend picking up the phone after the first signal. An immediate response may mean that the manager is either impatiently awaiting this call or is inactive. Even if in reality everything is different, it is advisable to give the client the opposite impression of being busy, that is, answer after the second call. In the future, the course of the dialogue should be built with an emphasis on correct intonation. As experts note, the tone and manner in a telephone conversation sometimes have higher value than its content.

Rules for communicating with older clients

This is a special category of people, which also requires a special approach. A peculiarity of an elderly person from the point of view of participation in a business dialogue is a violation of attention and concentration. That is, the manager will need to demonstrate greater share patience. But there are also positive aspects. In particular, in such dialogues the percentage of conflict-generating phrases is minimal, which guarantees comfort for the employee himself. One way or another, the memo on the rules of communication with older clients recommends more thoroughly forming a trusting contact with the person and thoroughly explaining to him the nuances of the offer. It is advisable to minimize manifestations of insincere emotions. Although they may seem truthful from the outside, it is older people who often reveal them, which becomes a barrier to further interaction.

The nuances of communicating by email

Electronic correspondence as such greatly simplifies the manager’s tasks. Of course, a lot depends on the format and conditions in which the dialogue is conducted, but the absence of the need to hold the client’s attention and stir up his interest in this case makes it easier. However, the text itself should be as informative and useful as possible and at the same time not too dry. For example, the rules for communicating with clients via email indicate the need for a short summary part in the letter. That is, at the very end there should be a reminder of what step or decision is expected from the addressee.

What can and cannot be said?

Experienced managers, almost at the level of reflexes, exclude from the process of communication with clients undesirable manifestations in manners, speech style and statements. In particular, the rules and standards for communication between staff and clients strictly prohibit criticizing their actions under any pretext. On the contrary, employees need to demonstrate exclusively positive attitude, and problematic nuances and situations are resolved by a senior manager or supervisor.

Also, in communication with the client, a lack of indifference is encouraged. This can be expressed, for example, in efforts to anticipate his desires or plans. That is, the employee offers in advance suitable services that have not yet been discussed, but they may well follow. In this context, the rules of communication with a manicurist’s client can be expressed in the provision of an expanded range of services that will organically complement the existing list of the completed offer. So, along with a traditional manicure, a visitor may need a SPA session. Clients are more willing to agree to Additional services when proposals come from the employee.

How to end a dialogue correctly?

As noted, it is advisable to end conversations with a brief reminder of what decision will be expected from the client. In this sense, the rules of communication with clients in a hotel, for example, require the manager to remind the client about the location of the establishment, opening hours and reception times. But in any case, the potential client should be left with a favorable impression. This concerns not so much his interest as the emotional aftertaste, which should be positive.

Conclusion

IN last years experts note a trend towards simplifying communication standards in business. The fact is that strict rules for communicating with clients complicate the conversation process, and often make it stereotyped and repulsive. Therefore, the emphasis is increasingly placed on more open, sincere and, again, emotional dialogues, which make it possible to reduce the distance between the company representative and the client. Another thing is that this style of behavior requires considerable experience, and brings good results only in certain areas of service.

So that the client wants to return to the beauty salon, so that he trusts his appearance to the specialists of this salon, so that he feels comfortable in psychologically - To do this, you need to build correct communication with him, correctly build the psychology of communication!

A beauty salon worker must be a psychologist to some extent. And to do this, you should know what types of clients exist, what are the features of each type and how to approach them.

It is at the training “Psychology of communication with clients in a beauty salon” that you will gain universal skills in communicating with your clients.

This training is necessary for workers in the beauty industry: cosmetologists, hairdressers, massage therapists, manicurists and beauty salon administrators.

During the training you will learn:

• how to build long-term relationships with clients;
• how to increase the number of clients;
• how to gain confidence in the quality of the “seller” of services and goods;
• how to master successful presentation skills;
• how to effectively deal with client objections;
• how to increase sales and services;
• how to increase financial results for the salon and its specialists.

Program

I. Effective work with clients

• Customer orientation
• Types of clients
• Visual psychodiagnostics
• Strategies and algorithms for behavior with clients according to their typology
• Building effective relationships with clients
• Features of working with various clients: women, men, children
• Reasons for losing clients. Preventive measures
• Methods and methods of winning customers.

II. Basics of conflict management in a beauty salon

• Conflicts in the salon. Analysis of typical situations
• Ways to effectively resolve conflict
• "Correct" vocabulary of specialists
• Dealing with client objections

III. Standard of communication with clients

• Workplace Organization Standard
• Client Meeting Standards
• Service standard
• Service provision standard

IV. Code of Ethics for a Beauty Salon Specialist

• Internal regulations of relations
• Standard appearance beauty salon employees
• Professional Etiquette Standard
• Standard for promoting salon services

Reviews

21.03.2019Varygina Ekaterina Sergeevna
Teacher: Alina Orton

I really liked it, the lectures were interesting. Alina has crazy energy.

18.02.2019Christina

Good afternoon I don’t often write reviews, but this time I decided to! I trained as a personnel manager, excellent approach to each listener, you can ask questions on any subject, clarify everything, they will tell you everything with examples. A unique presentation of the material, live communication with the audience. Individual approach (even though I studied in groups). We often went to a meeting, everything was always solved, the main thing was to warn and then agree. Organizational matters At first they were lame, but then everything was flawless. I especially liked the theory teachers: Elena Aleksandrovna Tarasova and Elena Vyacheslavovna Godunova, the practical teacher: Galina Anatolyevna Usacheva. Thank you very much!!! I hope I won’t let you down in applying the acquired skills, especially practical ones!! Galina Anatolyevna, special thank youoooooo)))

07.02.2019Ignatenko M.G.

Thanks everyone! I would especially like to say Thank you! Tarasova Elena Alexandrovna. Informative, not boring, a lot of new things!

22.11.2018Shengareva Valeria Valerievna
Teacher: Alina Van Orton

A wonderful teacher! Explains clearly and takes his time. Homework quite adequate in volume. The classes are very interesting. She is very sincere and friendly, and at the same time manages to give maximum knowledge in one lesson.

Ivan Kobelev, head of the customer support department of the 1PS.RU Service, spoke about how to improve the conversion of the sales department by 2 times by correcting only 8 errors in telephone conversations of managers.

It will increase the conversion of your website and bring you new customers. But it is very important to understand that the result of whether you close the deal or not very much depends on the managers of your sales department.

Huge efforts and budgets are spent on website promotion and advertising.

And when the transaction is literally just a phone call away, the sale does not happen or occurs only in 15% of cases.
Why is that? Why is this place in the sales funnel considered the narrowest and most vulnerable in many companies?
Most often the reason is the manager. Especially if this is a young specialist who does not have sufficient experience and knowledge.

Rule 1. “I don’t recognize you in makeup. Who are you?"

Often inexperienced specialists phone conversation start with the words:
"Hello. Company “X”, you have left a request with us. Tell…"
As a rule, a user submits a request to more than one company and not only on one particular topic. That is why it is so important to correctly say who you are, where you are from and for what specific reason you are calling, so that your potential client understands this immediately.
Otherwise, you start losing time and customer loyalty.
Therefore, make sure that managers are addressed by name and introduce themselves as clearly as possible:
“Hello, Ivan. My name is Peter, the company "Peretyazhka". We do furniture repairs. Today you left a request for reupholstery of a sofa from 1985 on our website divan.rf.”
And they continued to clarify until the client said: “Yes, yes, I remember.”

Rule 2. “Politeness costs nothing, but brings a lot”

It’s right to start any conversation with the phrase:
“Are you comfortable talking now?”
If you don’t ask such a question, then in 3-4 minutes the client may say so himself and ask to call back, then he will have to repeat everything again.
Politeness, respect for the client’s time and saving your own are the key to high sales.
This rule does not always apply to cold calls; this type of conversation needs to be considered individually, depending on the type of business.

Rule 3. “Remember that for a person the sound of his name is the sweetest and most important sound of human speech”

A person’s name is a word that draws attention to the one who calls it.
A person begins to listen and perceive information better. Just call the client by name more often - this will save you from having to repeat the same information several times in a row. And who doesn’t like being addressed by their first name?

Rule 4. “Don’t use foul language”

Rule 5: “Exceed Expectations”

Rule 6. “The customer is always right”

The main rule for asking a question: if the client answers “not this or that,” then the manager asked the question incorrectly.
A competent employee asks questions in detail and as clearly as possible, without using terminology that is incomprehensible to the client.
Don't ask:
“What form of capture should you put on the site?”
Better to ask:
“Alexander, tell me which is more convenient for you: to immediately receive calls from clients or to first receive some information about the client and then call him? If you call yourself, it makes sense to add a form to the site with a “Submit Application” button.

Rule 7. “Understanding is the beginning of agreement”

If there is even the slightest doubt about whether you understand the client correctly, it is better to ask again. To do this, a good manager adds “do I understand correctly?” at the beginning or end of the phrase.
For example:
Client: “The main thing is that I want the apartment to be clean.”
Manager: “Ivan, that is, you need to install windows with increased protection from dust, dirt, noise, which are easy to clean, but not necessarily snow-white, do I understand correctly?”

At the end of the conversation, a competent manager will definitely ask:
“Do you have any questions left?”
Because they may exist, but for some reason the client may not ask them. And with this question we will encourage the client to ask his own.
If you don’t answer the question, several more questions may arise that will prevent the transaction from being completed. Or competitors will answer this question for the client, and the client will go to them.
At first glance, the advice may seem primitive, and everyone may think that it is elementary.
Yes, this is elementary, but, unfortunately, many managers do not pay attention to simple rules. Check that these are not your managers.