Salesperson eloquence skills training

Chapter 31: Don’t Stop Your Customer from Saying Why They’re Saying No

"Eloquence Book"

A salesman was trying to sell a gas stove to a customer. After the customer expressed interest, he turned it down.After repeated inquiries by the salesperson, the customer gave the reason for the refusal: "A gas stove costs 400 yuan, which is too expensive."

The salesman said calmly: "400 yuan is a bit expensive. Do you mean that this gas stove is not good in performance, inconvenient to ignite, wastes a lot of gas, and the firepower is not strong, so it won't last long?"

The customer hurriedly said: "I don't mean that. There is no problem with the ignition and the firepower is sufficient, but I think it consumes a lot of gas."

The salesman understood the customer's concerns and said to him: "Everyone who uses a gas stove hopes that the gas stove can use less gas to do more things. Your concerns are justified. But our The design of the product has fully considered the needs of customers. You see, the structure of this nozzle is special, which can make the flame even, and the combustion economizer is installed around it to prevent heat from leaking out. Therefore, this gas stove It is very energy-efficient. Do you think so?"

Hearing these words, the customer's doubts were all dispelled, and he could no longer give a reason for rejection, and finally agreed to buy one.

Analyzing customer rejections of your pitches is the most common phenomenon, and many tried and tested salespeople already treat rejections as a daily occurrence.A sales master once said that it is not terrible to be rejected by customers. What is terrible is that customers do not express any opinions on your products. As long as customers speak up, I will try to find a chance to make a deal.In the above example, in the face of the customer's refusal, the salesperson asked the reasons for the customer's refusal, addressed these reasons one by one, and finally reached a deal.

It is normal for a salesperson to be rejected by a customer, and there are various ways of rejection raised by customers, and there are various reasons behind various rejections.Some customers' refusal is just a resistance to sales promotion; some customers may have certain prejudices against products or services; some customers may have had unpleasant purchase experiences in the past, and think that the salesperson's products are unreliable... If the customer refuses, if the salesperson just resists blindly, it will cause greater dissatisfaction from the customer.Therefore, not only can the salesperson not stop the customer's refusal, but he has to find a way to guide the customer to tell the specific reasons for the refusal, so as to find opportunities to persuade them from the reasons for the refusal put forward by the customer.

(1) Listen carefully to the customer's reasons for rejection

When customers object, the salesperson should encourage them to speak out instead of avoiding and arguing.More often than not, the client will repeat until you understand or solve his problem.

In any case, at the beginning of the sales communication, be sure to agree with their point of view, follow his heart and let him finish his sentence, so that when you skillfully disagree with them, it will not cause arguments.If you believe that what the client is saying is just an excuse, then you must let them say the real objection, otherwise, you will not be able to continue the communication.

You can get facts in the following ways:

"You mean to say..."

"You told me...but I think you must mean something else."

"Usually when customers say this to me, based on my experience, they think the price is too expensive. Do you think the same way?"

(2) Judging whether the customer's refusal is true
In some cases, the client's rejection is just a white lie, just to disguise the actual situation, such as:
I need to think about it; I need to discuss it with my family; business is not good right now; I am not ready yet, I will contact you in a week; the price of the product is too high.

Here are some real objections:
No money; don't like you, don't like your product; there are other products that can be replaced; other plans; like the original product, will not replace.

The salesman should find out the real objection reasons of the customers, and tell himself mentally: "The customer's rejection is not a bad thing." Then actively analyze, respond to the different reasons for the customer's rejection in action, overcome difficulties, and make the sales more effective. as possible.

(3) Response to objective objections from customers
In many cases, the customer's rejection has an objective basis. At this time, the salesperson should remind himself that the customer in front of him is very rational, and he is not messing around. The customer has a considerable understanding of similar products and must not try to fool him pass.

In the face of such customers' reasons for refusal, the salesperson should admit the customer's opinion realistically.But don't let this put your flag down and lose your confidence.Instead, express sincere gratitude to customers for their opinions and try to focus customers' attention on other advantages of the product.like:

"Thank you very much for your suggestion to us, we will definitely pay full attention to it. However, have you noticed..."

(4) Response to customer's subjective objections
Compared with sane and calm customers, more customers' rejection reasons are quite subjective, and you can feel it in their words:

"I know that your products are all gold and jade, but they are rotten. I won't be fooled."

"I hate this look, it looks so silly."

"This product must be bad, otherwise why aren't many people using it?"

These reasons for rejection are highly subjective and have not touched the product itself. In fact, these reasons come more from the customer's mood or personal concept. As long as the salesperson masters flexible coping skills and grasps the customer's psychology, he can change them. concept.

Eloquence
Selling starts with rejection.

Don't be fooled by the customer's superficial excuses. At this time, you need to use wisdom and sincerity to convince the customer.

When the salesperson responds to the reason for the customer's refusal, he must speak euphemistically and pleasantly, so that the customer feels fully respected.

The salesperson should summarize the reasons for rejection of their products and sort out the commonly used answers.

(End of this chapter)