1. Adjust the atmosphere and retreat to advance
When persuading customers, customer service staff should first try to adjust the atmosphere of the conversation. If customer service staff use euphemistic questions instead of orders and give people the opportunity to maintain self-esteem and honor, the atmosphere will be friendly and harmonious, and persuasion will be easy to succeed; on the contrary, if they do not respect others when persuading and talk with an overbearing attitude, then in this case, communication will most likely fail.
2. Strive for sympathy and overcome the strong with the weak
It is human nature to desire sympathy. If customer service staff want to persuade a stronger opponent, they might as well use this skill of striving for sympathy to overcome the strong with the weak and achieve their goal.
3. Eliminate precautions and use emotionalization
Generally speaking, when customer service staff compete with the object to be persuaded, each of them will have a defensive mentality, especially at a critical moment. At this time, in order to make the persuasion successful, customer service staff should pay attention to eliminating the other party’s defensive mentality. How to eliminate defensive psychology? Subconsciously, defensive psychology is a kind of self-defense psychology when people regard the other party as an imaginary enemy. Then the most effective way to eliminate defensive psychology is to give hints repeatedly, indicating that you are a friend rather than an enemy. This hint can be carried out in the following ways: asking about the well-being of others, showing concern, expressing willingness to provide help, etc.
4. Cater to their needs and exchange hearts
Analyzing problems from the perspective of others can give others a feeling of thinking about them. This kind of cater to their needs skills, such as providing help, etc., often has a strong persuasive power. To achieve this, it is very important to “know yourself and know the enemy”. Only by knowing the enemy first can you consider the problem from the other party’s perspective.
5. Seek consensus and make up for the shortcomings
People who are accustomed to rejecting others’ persuasion are often in a “no” psychological organization state, so they will naturally show stiff expressions and postures. In this situation, if you raise questions at the beginning, you must never break through their “no” psychological defense line. Therefore, customer service personnel should try to find common ground with the other party, first let the other party agree with your opinion that is off topic, so as to make them interested in what you say, and then try to introduce your ideas into the topic, and finally get the other party’s agreement.