Avoid losing orders due to communication issues

2024-07-05|16 views|Development skills

As a foreign trade salesperson, conversations or negotiations are essential to closing deals. How to communicate with clients is a "test" we must face. Saying the wrong thing could result in losing an order instantly. So, what communication taboos should we avoid in our daily interactions with clients? Let's explore some common pitfalls.

Deflective Statements
Statements like "I am new here and not very familiar with this" or "I am not responsible for this area" can make clients feel that your company does not value them or that it is unprofessional, leading to a significant drop in trust.
In business negotiations, a salesperson's words and actions represent not only themselves but the entire company. Such obvious deflections can make clients feel embarrassed and annoyed. If you indeed do not handle a certain task, you can tell the client directly, "I will ask the colleague responsible for this area to discuss it with you." This way, the client won't feel neglected and will appreciate your effort to connect them with the right person.
Counter-Questioning Statements
Statements like "How is that possible?" or "Do you understand?" can be disliked by both clients and salespeople, especially when it comes to professional matters.
For example, if a client orders a batch of dining tables with specific dimensions and styles, but you think these won't sell well in their market, and you respond with "Really? Are you sure about that?"
If the client doesn't walk away immediately, they are being polite. Counter-questions and doubts can make clients feel belittled, thus ignoring the actual issue. Of course, the context and familiarity with the client matter. It's best to be cautious with new clients.
Fake Politeness
Saying "I apologize for not responding promptly. I have been very busy" can make clients feel disrespected and overlooked. A better way to express this would be "I'm sorry to have kept you waiting." If the client has been waiting for a long time, you could say, "Thank you for your patience" and then address their question.
If you missed a client's message due to negligence, do not make excuses. Resolve the client's issue promptly to minimize the negative impact of the delayed response. A useful phrase could be "I'm truly sorry for not responding sooner. I will do my best to address your issue immediately." Often, clients just want to see a problem-solving attitude. However, don’t be overly accommodating. Cooperation is mutual. Reasonable requests should be met, but unreasonable ones can be politely declined.
Communication Taboos
Inappropriate behaviors can also lead to negotiation failures, such as staying silent, interrupting, or talking excessively. These actions can end the conversation abruptly, making clients feel disrespected. Mastering the art of language can greatly benefit your business. The same message, expressed differently, might be more effective in developing client relationships. Therefore, think carefully before responding to clients, especially if you are a new salesperson.
Good communication is not only a sign of emotional intelligence but also a reflection of business professionalism. Making clients feel comfortable in their interactions with you will naturally lead to successful orders.

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