相較于電話和電子郵件，與客戶面對(duì)面的交談更具備人格魅力上的優(yōu)勢(shì)，因?yàn)槟愕拇┲虬?、說(shuō)話語(yǔ)氣和面部表情等都能夠充分得到對(duì)方回應(yīng)。此時(shí)，一個(gè)友好熱情的笑容和主動(dòng)的交流態(tài)度會(huì)讓客戶感到你與他交談的愿望。
一、 主動(dòng)自我介紹，語(yǔ)調(diào)輕松積極
業(yè)務(wù)員與客戶雖然是商業(yè)合作關(guān)系，但商務(wù)溝通也是人與人之間的往來(lái)，有的業(yè)務(wù)員一上來(lái)就會(huì)詢問(wèn)：“Are you interested in our products?”“What products or services do you need?”“We wish to enter int business relations with you to our mutual benefit.”未免在人情味上有些缺乏，讓人覺(jué)得“冷冰冰的”。
初次與客戶見(jiàn)面，我們不妨先做一個(gè)自我介紹，告訴對(duì)方你的姓名、來(lái)自的國(guó)家和所代表的公司名稱，讓對(duì)方先對(duì)你個(gè)人有一個(gè)初步的印象，再逐步過(guò)渡到公司產(chǎn)品和貿(mào)易上來(lái)。比如在展銷會(huì)上，或客戶來(lái)公司參觀時(shí)，我們可以這樣與對(duì)方打招呼：
How do you do? I‘m Peter dennis，you can call me Peter. I'm a salesman in this company. Nice to meet you here.
Hi, I am Peter dennis, pleased to know you. Thank you for visiting our booth, how can I assist you today?
Hi, I am Peter dennis, Thank you for visiting our company. It must be a privilege to know you.
在介紹自己時(shí)語(yǔ)調(diào)盡量輕松積極，并以友好的目光注視對(duì)方，不要過(guò)分緊張或讓人覺(jué)得是在“背課文”。通常而言你發(fā)出的友好信息會(huì)得到對(duì)方的積極回應(yīng)，氣氛便可就此打開(kāi)了。
二、 前期做足功課，態(tài)度溫和有禮
如果是接待工作，業(yè)務(wù)員已經(jīng)對(duì)來(lái)賓有所了解了，那么在見(jiàn)面之前，最好盡可能地做足功課?？梢酝ㄟ^(guò)客戶的網(wǎng)站、郵件等來(lái)了解對(duì)方的行業(yè)、面向市場(chǎng)、合作經(jīng)歷和業(yè)務(wù)背景等等，也可以從客戶個(gè)人入手，了解一些客戶個(gè)人的喜好，比如愛(ài)聽(tīng)的音樂(lè)、喜歡的電影和運(yùn)動(dòng)等，這樣交談起來(lái)才有話說(shuō)，不會(huì)冷場(chǎng)。比如我們可以說(shuō)：
We learn that you have been dealers of America products for many years. What's your impression of America?
Do you like the samples we sent you last month? If you don't like our style, design, size or type, we can make it according to your order.
I recently watched La La Land which is my favorite movie so far. What kind of movies do you like?
如果客戶來(lái)自歐洲國(guó)家，我們也可以用萬(wàn)能的天氣來(lái)開(kāi)場(chǎng)：
Recently, Beijing’s weather is turning cool, how about Los Angeles? Is it still hot?
It might rain tomorrow. The weather has been especially cold.
開(kāi)場(chǎng)聊天一般控制在十分鐘以內(nèi)比較好，之后我們就應(yīng)該轉(zhuǎn)入正題了。但有一點(diǎn)需要注意，聊天時(shí)盡量不要涉及政治、種族、宗教等敏感、易產(chǎn)生爭(zhēng)議的話題，也不要做出有違客戶文化習(xí)慣的舉動(dòng)。
三、 懂得傾聽(tīng)，關(guān)注對(duì)方
在與客戶的談判中，我們的關(guān)注點(diǎn)始終應(yīng)該是對(duì)方，在客戶陳述對(duì)產(chǎn)品或服務(wù)的需求時(shí)，我們要耐心、專注地傾聽(tīng)，顯示出我們對(duì)對(duì)方感受和本次合作的重視。必要時(shí)我們可以提出一些意見(jiàn)和建議與對(duì)方商討：
Do you have specific request for packing? Here are the samples of packing available now, you may have a look.
I wonder if you have found that our specifications meet your requirements. I’m sure the prices we submitted are competitive.
這些小技巧是加分項(xiàng)，最終拿下訂單依然靠的是產(chǎn)品的實(shí)力?？傊?，在商務(wù)談判中，良好的氛圍有助于順暢的溝通，而有效的溝通是建立合作關(guān)系的關(guān)鍵部分。業(yè)務(wù)員在日常工作中就需要多多打磨自己的口語(yǔ)水平和社交禮儀，讓客戶在與你簽下訂單的同時(shí)也能夠成為日后的朋友。
