Нередко в общении с клиентом может возникнуть напряженная ситуация только потому, что продавец неосознанно употребил слова, которые вызывают отрицательную реакцию, негативно влияя на клиента. Так называемые слова-конфликтогены.

Конфликтогены очень разнообразны. Можно выделить следующие из них в качестве основных:

· Слова-кофликтогены, оценивающее мнение покупателя: «Это далеко не так!», «С чего вы это взяли?», «Нет, вы не правы»
· Слова-кофликтогены, оценивающие выбор покупателя: «Кто это носит?», «Это не модно!»
· Слова-кофликтогены, оценивающие личность покупателя: “Не обижайтесь”, “Вам же русским языком сказано”, “Успокойтесь”, “Уважаемый/ая”,  “Не нервничайте”, “Потерпите”, “Вы же умный человек, а так поступаете…”, “Как можно этого не знать?”, “Неужели не понимаете?”.

В качестве конфликтогенов могут выступить не только слова, но даже наши действия или бездействие.
Продавец не поздоровался с клиентом или не обратил внимание на его появление в торговом зале, а для последнего это уже как красная тряпка для быка.

Покупателю может не понравится, что мы его перебиваем. Мы не пропустили человека вперед по дороге в примерочную комнату, а покупатель уже внутри кипит и думает о том, какие мы невежливые.
Многим людям не нравятся шутки по поводу и без повода или дача советов, когда совета не просили.
Делового человека, ценящего свое время, могут вывести из себя пустые разговоры, а какую-нибудь девушку-болтушку будет бесить наш разговор строго о товаре.

Иногда даже уставшее выражение лица продавца может выступить  конфликтогеном. Покупатель может воспринять его за недовольное выражение или за лень и нежелание работать.

Выводы: поменьше употребляем явные слова-конфликтогены! Сказав или сделав что-то, следим за реакцией покупателя.
Покупатель часто может не показать, что его задели наши слова или действия, но это не значит, что это не повлияло на его отношение к нам.
А значит, ведем себя максимально корректно и вежливо! И чаще улыбаемся!

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