日本的经营之神松下幸之助在谈及其经营智慧时曾经说过这样一句话,“首先要细心倾听他人(顾客——作者注)的意见。” 售货服务过程中,营业员与顾客之间主要通过语言来进行有效的沟通。因而倾听艺术是营业员应掌握的基本功之一。倾听,似乎没有什么难处,其实并非如此。倾听应该包括接受口语和非口语两大类信息,既是指“察言”,也是指“观色”。善于倾听,是优秀营业员所具有的共同特征。 When talking about business wisdom, Matsushita Matsushita, the Japanese business operator, once said, “We must first carefully listen to the opinions of others (customers and authors).” During the sales service, the salesperson and the customer mainly Use language for effective communication. Therefore, listening to art is one of the basic skills that a salesperson should master. There seems to be no difficulty in listening, but this is not the case. Listening should include the acceptance of both spoken and non-spoken messages, both referring to “proselytizing” and “seeking”. Being good at listening is a common feature of excellent salespersons.