Nhng yu t ngoi ngn ng trong vic giao tip vi khch hng Trong qu trnh giao tip vi khch hng,

ngoi li ni ra cn yu cu phi s dng mt s yu t ngoi ngn ng tc ng ti s giao lu vi khch hng. Trong lc giao lu vi khch hng, nhng yu t ny cn phi ch nhng l nghi g, xin xem chi tit sau y.

Nhng hnh thc ca yu t ngoi ngn ng trong giao tip ch yu bao gm: Thi v t th, ra hiu bng tay, tm nhn, nt mt v v tr, c ly gia hai bn..v..vNhng hnh thc biu t ny trong giao tip u cn phi ch . Vic s dng ngn ng khng li c khi c th biu t nhng mun ni m li ni khng th t ht c. Do , cng c th d hiu hn v mang li hiu qu bt ng hn trong dch v khch hng. Thi v t th Trong bt k trng hp no, nhn vin marketing u phi t r thi thnh tht, nhit tnh, ung dung, y l c s giao tip tt vi khch hng, l tin c bn th hin s tn trng khch hng. Phi ch trnh 4 thi sau y: - Thi ngo mn, nh th s lm tn thng n lng t trng ca khch hng. - Thi lng tng s lm cho khch hng khng dm tin tng. - Thi lnh lng, s lm cho khch hng cm thy khng thn thin. - Thi tu tin s lm cho khch hng khng tn trng bn. Nhng nu ch c thi chnh xc thi vn cha y , nhn vin marketing cn phi lun lun ch n cch n ni ca mnh, tip tc to n tng tt cho khch hng gip bn t c mc ch marketing. Nhn vin marketing trong qu trnh giao tip vi khch hng cng nn c bit ch trnh nhng t th sau y: - Khng nn nhn i ni khc, nhp nhm, ng ngi khng yn, nhn ngang nhn dc, t tng khng tp trung. - Khng nn ngp ngn ngp di. - Khng c gi u gi tai, b ngn chn, tay. - Khng nn nga mt ln tri, vnh vnh vo vo, khng nhn chm chm vo

khch hng, khng nn nhn vo khch hng t u ti chn. Tu theo khch hng v tng trng hp khc nhau, nhn vin marketing nn p dng nhng t th khc nhau. Nu i tng l ngi c thanh th , t r s tn trng, nhn vin marketing nn ngi thng v ci ngi v pha trc mt cht. Nu khch hng l ngi cng la tui v c kinh nghim tng ng vi bn, bn c th ngi thoi mi hn to cm gic gn gi vi khch hng. Nu i tng i cng vi v hoc chng, tt nht bn nn lch s mt cht t thi tn trng h. Vi nhng trng hp bnh thng, trong giao tip vi khch hng, t th cn chnh xc ca nhn vin marketing l: t nhin, ung dung, n cn, mt nhn thng vo khch hng, hi ci ngi mt cht v ch ng cho hi khch hng. Trong thi gian giao tip, nu c ngi mi thuc, mi nc, nn ng ln hoc ci ngi mt cht nhn ly t lng cm n. Tay Dng tay ra hiu l mt ng tc s dng nhiu nht trong giao tip vi khch hng, nu s dng thch ng, s lm cho nhng thng tin m bn mun truyn t ra cng r rng hn. Ra hiu bng tay mt cch thch ng, s c tc dng nhn mnh v nhng ni dung m bn ang ni. Nhng cng cn ch khng nn s dng qu nhiu s to cm gic kh chu i vi khch hng. S dng ng tc ra hiu bng tay t, nhiu v ngha km theo ca n tu thuc vo tng quc gia khc nhau, dn tc khc nhau v nhng khu vc khc nhau. Cho nn, trong qu trnh khai thc th trng marketing cc nc khc nhau, cc ni khc nhau, bit ra hiu bng tay mt cch thch ng l mt k nng khng th thiu ca mt nhn vin marketing. Nt mt Nt mt bao gm nh mt trong qu trnh truyn t thng tin c tc dng rt quan trng. c bit l trong nhng cuc giao lu bng tnh cm, tc dng ca nt mt chim t l rt ln. Cc nh tm l pht hin ra rng, trong nhng cuc giao lu bng tnh cm, truyn t thng tin cn c 12% ngn ng cng thm 38% ging ni v thm 50% nt mt, nh vy c th thy r c tnh quan trng ca nt mt. Cho nn, mt nhn vin marketing nu mun truyn t tt hn nhng t tng ca mnh, c th s dng hp l cc c ch nh i mt, lng my v i mi gip bn t c mc ch. Trong giao tip vi khch hng, thng thng vic s dng nhiu nht v hiu qu nht l nt mt ti ci. Vic mun ci hay khng, bit ci hay khng, l th hin nng lc ca nhn vin marketing. Trong giao tip, ci v bit ci mt cch thch ng l biu hin ca s hi hc. Trong cuc gp ln u, nu nhn vin marketing c nhng cu hi hc lm cho khch hng vui v, s lm cho khch hng thy bn d gn hn. c bit l trong hon cnh kh khn, nu bn bit t ni ra nhng cu ni hi hc , bn s c th thot khi hon cnh kh khn mt cch d dng hn. Nu trng hp khch hng c sai lm g, mt n ci, mt cu ni hi hc cng c th gip h trnh khi s bi ri. nh mt Trong lc ni chuyn vi khch hng, nh mt ch yu c tc dng t tn trng, hu ho, quan tm v tp trung.v..Tr tnh hung quan trng, nh mt c th lm

ni bt im quan trng, cng l bin php iu chnh khong cch tm l vi khch hng. Trong giao tip vi khch hng, phi nhn thng vo khch hng, nu khng, ngi khc s khng cm nhn c tnh lch s ca bn, nh mt nhn vo ngi khc phi t r thin , phi bit cch nhn, nhn vo ch no cng l iu cn lu . Thng thng l nhn vo u, ch yu l i mt, phn gia ca c th thng thng khng nn nhn, m c bit l phn di, bt k l nam hay n, gi hay tr, vi ngi trn hoc khch hng, nh mt khng nn nhn ci xung, nn nhn thng thm ch c lc cn nga ln. Thi gian nhn sang i tng cng phi ch , theo mt cch ni chuyn nghip, trong nhng cuc giao lu, thi gian nhn vo khch hng l khong 1/3 ca tngtg gp g khch hng, lc cho hi, ni chuyn v lc cho tm bit u phi nhn vo khch hng, cn nhng thi gian khc c th tu theo tnh hnh. Im lng C khi s im lng mang tnh cht tch cc, c khi s im lng cn hn hn li ni, nhng c nhng s im lng mang tnh cht tiu cc, n c th to cho mi ngi mt bu khng kh kh chu. S im lng cng l mt cng c c sc mnh trong giao tip, cho nn, chng ta cn phi hiu bit v s im lng mt cch chnh xc v s dng n mt cch tho ng. Khi khch hng phn nn v iu g , s im lng khng ch c th cho h bit rng bn ang nhn ni lng nghe, ng thi trong khong thi gian , bn cng c th suy ngh v cch gii quyt vn . Nu khch hng ni sn phm ca i th cnh tranh tt hn m bn khng chp nhn th bn khng nn phn i ngay li ni ca khch hng lc ny v cng khng nn ni xy v i th. Lm nh vy s gy tn thng ti tnh cm ca khch hng, ng thi, lm xu i hnh nh ca bn. Tt nht, bn c th gi im lng bo lu kin ca mnh. S im lng c ngha l tn ng, lng nghe v suy ngh; cng c ngha l phn i, mt hng th v khng mun ni, v vy, c lc gi im lng l mt hnh ng sng sut, nhng cng c th l mt hnh vi tiu cc, n s tr thnh mt tr ngi khng th vt qua c. V vy, ngi ta mi ni, trong giao tip vi khch hng, phi bit s dng s im lng mt cch linh hot v thn trng. Trong giao tip vi khch hng, cn trnh 4 thi no? - Thi ngo mn, nh th s lm tn thng n lng t trng ca khch hng. - Thi lng tng, s lm cho khch hng cm thy bn khng ng tin cy. - Thi lnh lng, s lm cho khch hng cm thy khng thn thin. - Thi tu tin, s lm cho khch hng khng tn trng b

Cch to ra n tng tt cho khch hng

Trng hp ng dng thch hp Ln u tin c th to ra n tng tt hay khng l iu rt quan trng trong giao tip vi khch hng. Lm th no c th to ra n tng tt u tin cho khch hng, xin xem chi tit sau y. Miu t chi tit n mc lch s i vi nhn vin marketing, tc dng ca vic n mc lch s cng ging nh tc dng ca mt nhn hiu p mt ca sn phm. Trong ln u gp mt vi khch hng, nu bn n mc tu tin, li thi, khch hng gp bn s c th mt i nhng n tng tt p trc y m h c c v bn qua in thoi hoc email. n mc lch s khng c ngha l yu cu tt c nhn vin marketing u phi n mc p v rc r. Trn thc t, trang phc p v rc r cha chc thch hp vi mi ngi, mi

trng hp m cn c th lm cho khch hng khng ng tnh. Mt nhn vin marketing chuyn nghip phi cn c vo c im ngnh ngh ca mnh la chn trang phc thch hp. Trong lc la chn, nhn vin marketing cn phi ch mt iu l, bt c b trang phc no cng u phi gn gng, sch s v gin d, mu sc hi ho, hp l, tuyt i khng nn theo ui mt mi c th lm cho cch n mc ca mnh tr nn k quc. C ch ng hong, thi bnh tnh v vng vng Nu ni n mc lch s th hin ci p b ngoi ca nhn vin marketing, th c ch ng hong, thi bnh tnh v vng vng s th hin phm cht con ngi ca nhn vin marketing. Trn thc t, phm cht con ngi ca nhn vin marketing s i din cho cht lng v ng cp ca sn phm. Mi c ch ca nhn vin marketing u s to cho khch hng mt n tng, n s tc ng ti s nhn bit ca khch hng i vi sn phm cng nh cng ty. Gi vng s t tin, cng, nhu ng lc p dng nhng phng php sau c th lm cho khch hng cm nhn c s t tin ca bn. Trc khi i gp khch hng, bn nn c t ra bn thn mnh c mt thi lc quan v tch cc. Coi s giao lu vi khch hng l mt hot ng vui v. Gi ging ni n ho, khng nn v vi v m ni khng r. Ni chuyn phi r rng v c trng lng, trc khi ni phi cn nhc k ngn t. Khng nn nhn ng lung tung, cng khng nn c nhng ng tc tu tin, cn phi gi t th ngi ng hong, nhn thng mt ca khch hng mt cch chn thnh. a ra li m u tt p Li m u tt p khng ch c th mang li s knh trng ca khch hng, m cn c th lm cho khch hng ho hng v nhng cu ni tip theo ca bn. i vi nhn vin marketing, trong qu trnh giao lu vi khch hng, mt li m u tt p c th xy dng cho bn mt c s vng chc trong qu trnh xc tin cng vic tip theo. Trnh by r rng quan im ca bn Trong cuc gp mt ln u vi khch hng, v nhng l do cng thng, chng hn nhn vin marketing c th qu st sng mun trnh by r ca mnh m coi thng hnh thc biu t. Rt nhiu nhn vin marketing c kinh nghim cho bit: cng st rut biu t ca mnh hay cn nhc ngn t cng c nhiu sai lm, rt cuc, vic giao lu vi khch hng s cng kh khn hn do to ra nhng n tng khng tt cho khch hng. Thng thng, khch hng s cho rng, mt ngi m khng th t r nh ca mnh s khng th hiu c nhu cu tht s cn ca khch hng, cng ty m h i din c th cng thiu tnh t chc v tnh h thng mt cch khoa hc. nh gi sn phm ca bn mt cch tch cc v lc quan Gii thiu sn phm ca cng ty, nhn vin marketing nn ch mt s iu sau y: Khng nn s dng qu nhiu thut ng chuyn ngnh khin khch hng kh hiu. Khng nn cng iu v tc dng v u th ca sn phm. Gii thiu sn phm phi nhm vo nhu cu thc t ca khch hng, nm ly tm l ca khch hng, v lm cho khch hng cm nhn rng, nhu cu ca h chnh l iu quan tm nht trong cng vic ca bn. Quan st phn ng ca khch hng, nn dng ngay nhng thng tin m khch hng khng hng th. Nu khch hng ch ra nhng khuyt im m sn phm c tht, ng che giu, khng th khng quan tm, m phi c phn ng tch cc. V d, nu khch hng ch ra chc nng ca sn phm khng y nh sn phm khc no , u tin bn c th khng nh trc kin ca khch hng ri ni ra nhng u th khc ca sn phm mnh: tha vng, chnh nh th nhng chc nng khc mi c th pht huy y tc dng ca n, v gi c ca n so vi nhng sn phm khc cng loi thp hn 20% Lm th no to n tng tt u tin vi khch hng? 1. Trong lc hn gp mt vi khch hng, bn nn chun b trc mi phng din nh thi , kin thc, k c c ch v li ni. 2. Khng c coi thng tnh quan trng ca n tng u tin i vi cng vic giao lu vi khch hng tip theo. 3. Bt c l gii thiu bn thn hay l sn phm, bn u phi r rng, khch quan v lun gi t tin. 4. Tranh th trong thi gian ngn nht thuyt phc khch hng, tuyt i khng c ni nhng chuyn linh tinh lm cho khch hng cm thy nhm chn. 5. i vi bt c nghi ng no ca khch hng bn u phi phn ng tch cc m khng nn b qua n mt cch d dng.

Ty theo tng khch hng khc nhau p dng hnh thc giao tip khc nhau : Gii php
Ty theo tng khch hng khc nhau p dng hnh thc giao tip khc nhau : Gii php 63 * Trng hp ng dng thch hp Vi nhng nhn vin marketing phi tip xc vi nhiu loi khch hng khc nhau, bn phi bit cn c vo tng khch hng p dng nhng hnh thc giao tip khc nhau. Lm th no c th giao tip tt vi cc khch hng, xin xem chi tit sau y. * Miu t chi tit Khch hng thin ch C nhiu khch hng c thi rt thin ch, giao tip vi h rt d dng, nhng cn phi ch ng ch gi ly tnh cm m qun ht mc ch giao lu v phc v khch hng. Khch hng t li Gp phi khch hng t ni, bn nn sm tm hiu yu cu v mun ca h, vi nhng khch hng ny, nu bn c th ni ng yu cu v mun ca h, cng c th h s tr nn t nhin v thng thn. Khch hng ni nhiu Gp phi nhng khch hng ny th bn phi lng nghe, hu kh nghe. vi nhng ngi thch ni, h khng chu c khi b ngi khc ngt li. Lc ny, nhn vin marketing c th thng qua vic a ra nhng cu hi ngn gn v chnh xc hoc nhng cu tr li sng sut chuyn hng ch sang mc ch ca bn. Khch hng vi v Thng thng, nhng khch hng vi v khng c thi gian hoc h ch t ra v mt nh th. iu ny khng h g, ci quan trng l bn phi bit giao tip vi h mt cch nhanh nht c th li dng s vi v ca h. V vi nhng ngi hay vi v th sau khi tm hiu h li c th ra quyt nh nhanh chng. Khch hng lun cho mnh l ng Vi nhng khch hng lun hco mnh l ng, thc ra h t khi c c , nhng tht ng tic l ngy nay c nhiu khch hng tht s hiu bit nhiu hn so vi nhng nhn vin marketing. Gp phi nhng khch hng ny, nhn vin marketing trong moi trng hp u khng th ng lp trng phn i chng li h m nn giao tip vi h mt cch lch s, k c lc rt kh lm c iu ny.

Khch hng chn ch Vi nhng khch hng chn ch, bn khng nn thc gic g, ch cn pht hin h c mt cht tin cy vo bn, bn nn nm bt ly c hi ny nhn mnh danh ting tt p ca cng ty v nhng tnh nng tt nht ca sn phm. Khch hng v l ng mt bnh tnh trc mt nhng khch hng v l, bn nn gi thi hu ho, tt nhin cng khng c thp c b hng vi h. Qua s c gng ca bn, s giao tip kh chu ban u thng thng c th s tr nn d chu hn. V khch hng s pht hin ra rng, nhng ngi bit gi lch s c th mang li nim vui cho chnh mnh. Khch hng lun c thi ph bnh Khch hng lun c thi ph bnh vn c th l khch hng tt. Mi khch hng u c quyn dng tm nhn ph bnh kim sot nhng sn phm c cung cp cho h, nu c th tr li nhng vn m h nu ra lm cho h khm phc, bn s c c s tin tng ca h. Khch hng qu cu k Gp phi khch hng qu cu k, bn nn chu kh nhn ni. S cu k l cn thn qu mc i khi cng d nhm ln vi s bi lng tm vt. Khch hng c thc quyn lc Bn ng tc gin vi nhng khch hng c thc quyn lc. Bn hy tng tng loi khch hng ny c lng t ti hoc gp phi s tht bi no , vi tin ny, nu bn c th cung cp cho h mt s thng tin c li hoc l gip h, bn cng c th t c mc ch ca m. Mt s k nng thu phc s chp thun ca khch hng ng cm Ngn ng ng iu( ging, iu v tc n ni) T th ging nhau( ngn ng c th ging nhau) n ni theo kiu ni ca khch hng. S hi ho v gi tr v quan im Vn ho doanh nghip ging nhau

Thng nht ch S chp thun v tnh khu vc Chia s li ch Nhc nh nh D c nhiu loi khch hng, nhn vin marketing vn c th thng qua mt s hinmh2 thc c bn nht ly c s hi lng ca khch hng, thng qua tnh lch s, tn trng v ng lp trng ca khch hng suy ngh vn ; nhng iu ny u c th gip bn giao tip vi khch hng mt cch c hiu qu. Nhng k nng g c th gip bn c c s chp thun ca khch hng; ng cm Ngn ng ng iu( ging, iu v tc n ni) T th ging nhau( ngn ng c th ging nhau) n ni theo kiu ni ca khch hng. S hi ho v gi tr v quan im Vn ho doanh nghip ging nhau Thng nht ch S chp thun v tnh khu vc Chia s li ch

Ngh thut c tuyt khch hng Khch hng chnh l ngun sng ca doanh nghip, nhng iu y khng ng ngha rng nht thit phi c gng chu ng nhng p lc ca h. Mc tiu ca ngi mua bao gi cng l t c mt gi tr vi chi phi b ra thp nht.

Trong lc theo ui y,i lc khch hng v tnh to p lc cho ngi bn hng hoc thm ch a ra nhng i hi qu mc. Nhim v ca ngi bn hng l khng c nh gi khch hng kh tnh v t chi yu cu ca h. Tha mn khch hng l s mnh hng u, nhng khi khng th lm c iu th cn bit lc no ni "Khng!". Mi bn cng tham kho vi trng hp di y. Khi khch hng mun mt con s chit khu khng hp l Nu bn sn sng gim mnh gi bn hoc a ra mt nhng b qu mc ch v ngi mua l mt khch hng ln v ang dng mi cch to p lc vi bn th bn mc phi li ln trong ngh thut bn hng. Chc chn trong nhng ln ti, ngi y s khng chp nhn gi bn bn a ra v bn v tnh cho h bit rng ng bao gi gt u vi ln cho gi u tin. Ngoi ra, l mt doanh nghip, bn c ngha v bo v quyn li ca nhng khch hng khc v tt nhin khng mun b "trng pht" v i x khng cng bng vi cc khch hng. Tuy nhin,vn c nhng thi im bn buc phi chn la khch hng hoc gi vng gi bn. Vo nhng lc y, tuyt i khng nng ni xua tay trc p lc gim gi, tr phi bn s c li mt s li ch nht nh t ngi mua (chng hn bn c nhiu hng hn, thi hn thanh ton sm hn, c qung co min ph, c gii thiu khch hng mi. . .). Bng khng, tt hn l hy t chi mt cch tht nh nhn. Khi khch hng mun c thng tin mt t i th Khi mt khch hng "tm c" to sc p yu cu bn cung cp mt s thng tin c quyn ca mt ngi khc trong danh sch khch hng ca bn, d th no th cng tuyt i khng thc hin. Hy c gng t chi ho tht kho lo v th hin cho h bit rng bn lun gi cng v ngi trung lp, lun tn trng nguyn tc bo mt, khng chp nhn tit l thng tin mt ca khch hng. Nu chiu theo h th bn t lm mt uy tn ca mnh v sm hay mun cng b chnh khch hng "tm c y b ri. Khi khch hng t ra th l Mt hnh ng hoc thi mang tnh xc phm ca khch hng i vi nhn vin ca bn c th s tr thnh mt vn khng nh nu khng kp hiu chnh. S

xc phm ty theo hon cnh c th l vic la li ln ting, nguyn ra, s nhc, thm ch quy ri. Khi y, ngi trc tip qun l nhn vin nht thit phi gp mt khch hng v gii thch rng h nn chnh sa hnh vi ca bn thn. Nu bin php y vn khng c kt qu th hy sn sng loi b v khch khng bit iu y. Nu khng kp thi x l tnh hung, bn s phi tr gi v tinh thn, lng t trng v c hiu sut lm vic ca nhn vin b xung dc. Khi khch hng xm phm hp ng Khi mi quan h gia k bn v ngi mua c nguy c b v, bn ch tht s cn n lc ti lp mi quan h nu c l do chnh ng. Vi phm hp ng s dn n nhiu h qu dy chuyn, quan trng nht l bn ang lm vic vi khch hng khng em li li nhun. Nu khch hng y lm n lu di vi doanh nghip th phi tm hiu r nguyn nhn. Vi phm hp ng v nu c nguyn nhn chnh ng th ng ngn ngi h tr h, chng hn cng h xc nh cc bc thanh ton theo tng thi hn c th. Khng ch gip h thanh ton c mn n, bn cn thuyt phc c h tr thnh mt trong nhng khch hng trung thnh nht.Nhng nu bn bit chc l khng th cu vn tnh hung hoc khng cn mt gii php no gi chn h, hy ni Khng!". D b tht vng hay t ra tc gin, v khch hng vn hiu vic bn t chi l khng sai v thi thng thn ca bn trong mt chng mc no vn ng c h tn trng.

Cch lng nghe khch hng ni chuyn: Gii php 58 Cch lng nghe khch hng ni chuyn: Gii php 58 * Trng hp ng dng thch hp Trong qu trnh giao tip vi khch hng, lng nghe mt cch thn trng v c th l c s c th giao tip tt vi khch hng, vy lm th no lng nghe khch hng ni chuyn, xin mi xem chi tit sau y. * Miu t chi tit Lng nghe Trong qu trnh phc v khch hng,chng ti khuyn khch lng nghe mt cch tch cc tc l tch cc v ch ng nghe khch hng ni s vic v nm bt bn cht s vic gii quyt vn , khng nn ch nghe khch hng ni chuyn mt cch b ng.
Trong qu trnh nghe khch hng ni chuyn nn bit gt u hoc vy tay thch ng. Nu bn mun tr thnh mt ngi gii marketing, th bn nht nh phi b nhiu cng sc cho vic lng nghe. Trng hp cha hiu c ca khch hng, c th l do bn khng tp trung hoc l mt yu t quan trng no . Nu khng tp trung v ch ng, tch cc lng nghe, c th bn cn em v thng tin sai lch. Tp trung nghe ngi khc ni, a ra cu hi ca mnh, ng thi to ra tn hiu r rng h bit rng bn ang quan tm nhng g m h ang ni l cch lm **m bo cuc giao lu gia hai bn c th tip tc tin hnh. Trong qu trnh lng nghe khch hng ni chuyn, bn nn c gng giao tip vi khch hng nhiu hn, ging nh l chnh mnh ni chuyn vy. Bn nn tp trung lng nghe, nhng nu bn khng bit cch to ra tn hiu r rng, ngi ni

chuyn s khng hiu c thi ca bn. Nu bn khng c phn ng g, khng tr li hoc l a ra cu hi, h s khng th khng nh l bn c hiu h mun ni hay khng. Bn hy t r thi ca mnh l bn ang hng th v ni dung m h ang ni, s phn hi ca bn c th lm cho h ni tip. Di y l mt s phng php n gin v hiu qu c th gip bn cho h bit rng bn ang lng nghe. To ra tn hiu l bn ang c hng th Bn c th s dng nhng cch sau y t r thi l bn ang hng th v ni dung m h k: Tip xc bng nh mt: Trong lc lng nghe, bn nn nhn thng vo khch hng, thng thng, ngi ta s cn c vo iu ny phn on rng bn c ang lng nghe v tip thu nhng g m h ang ni hay khng. cho ngi khc ni ht: cho h ni ht m khng ni xen vo, iu chng t rng bn rt coi trng ni dung m hai bn ang trao i. Ngi ta lun cho rng, ngt li ca ngi khc l biu hin s tn trng t tng ca chnh bn thn mnh, nhng ngc li, nh vy chnh l bn ang thiu tn trng khch hng. By t s ng : Gt u hoc mm ci s th hin c rng bn ng vi nhng ni dung m khch hng ang ni, iu chng t bn nht tr vi kin m khch hng a ra. Khch hng cn phi c l cm gic bn ang lng nghe h ni. Tp trung cao : B qua nhng vt vt vnh c th phn tn s tp trung ca bn (V d nh: bt ch, chm cha kho v.v), lm nh th bn mi c th tp trung c. Ngi ta lun cho rng vit v lung tung, nghch giy hoc nhn vo ng h l nhng hnh vi lm mt s tp trung ngay c lc bn rt cn thn. Th lng chnh bn thn : Th lng t th ca c th (nh nghing u sang mt bn, hoc l c th nghing sang mt bn), lp tc s to ra n tng cho ngi khc: Bn ang rt quan tm nhng g m h ni. Kim tra s hiu bit ca bn kim tra xem bn nghe r v hiu r nhng thng tin hay cha (c bit l lc nghe in thoi), bn c th lm nh sau: Thut li thng tin: Theo hnh thc ni ca ring mnh, thut li mt ln na nhng ni dung m bn ** nghe c th c th bit rng bn tip thu thng tin mt cch chnh xc hay khng. Nu ra vn : t ra cu hi, c th gip bn kim tra s hiu bit v thng tin, ng thi cng c th gip ngi khc bit rng, bn ang lng nghe mt cch tch cc.

Hot ng hai chiu c ni nh trn khng nhng **m bo bn c th ly c thng tin mt cch chnh xc, m cn c th lm cho ngi khc ni chuyn vi bn tp trung v nhng ni dung tht s cn phi trao i. Nguyn tc ca s lng nghe Bn th ng lp trng ca khch hng, lng nghe mt cch thn trng. Mi ngi u c lp trng v quan im v gi tr ca ring mnh, do vy, bn nn th ng lp trng ca khch hng, thn trng lng nghe tng cu ni ca h, khng nn dng quan im ca mnh ch trch hoc phn on nhng t duy ca khch hng, t r thi mun cng khch hng tm hiu nhau. Phi xc nhn nhng iu m bn hiu c c phi l nhng g m ngi khc ni, bn nn thut li mt ln na v nhng ni dung quan trng ca h ni xc nhn nhng g m bn hiu c nht tr vi ni dung ca h ni, nh ca ng va ni c phi l, ti khng bit ti nghe c ng hay khng, ng l Phi bit th hin thi thnh khn v chm ch nghe ngi khc ni. Bn phi nhn vo mt ca khch hng mt cch chn thnh, con mt l ca s ca tm hn, trong lc ni chuyn vi khch hng, nu l bn c nhn tri, nhn phi, hoc khng ngng nhn vo ng h, hay xem ti liu g ang cm trong tay, khch hng s cho rng bn khng tn trng h. Nhc nh nh Nu trng hp cn phi trc tip giao tip vi khch hng, bn nn tm mt ni yn tnh trnh khi nh hng ti hiu qu ca cuc giao lu. Nguyn tc ca lng nghe bao gm nhng g? Bn th ng lp trng khch hng, thn trng lng nghe. Phi xc nhn nhng iu m bn hiu c c phi l nhng g m khch hng ni. Phi bit th hin thi thnh khn v chm ch nghe ngi khc ni.