Salesperson eloquence skills training

Chapter 34 Different Strategies for Different Responses from Customers
"Eloquence Book"

When a car salesman made a sale to a company manager, he was strongly reprimanded by the manager.The manager insisted that this kind of car was expensive to run, the engine performance was not good, and it was uncomfortable to operate, so he firmly refused to buy it.

The salesman sincerely said to the manager: "You really know our cars very well. Why haven't I found these problems? It doesn't matter if you don't buy our cars. If you have time, you can drive our cars. Run your car for two laps to verify your point of view, if these problems really exist, we will go back and improve; if your words are exaggerated, it will definitely have a bad impact on our products, then I ask you to take back your point of view.”

So the manager got into the salesman's car and drove it into a gallop. After 10 minutes, he stopped the car and said to the salesman, "I'm convinced, I'll buy one."

In the analysis of the above cases, the success of the car salesman lies in the fact that he subtly changed the relationship between the two parties. The customer's test drive changed from selling to proving the customer's assertion. Views, and finally a deal.The process of communication between the salesperson and the customer is also the process for the salesperson to figure out the customer's reaction. According to the different reactions of the customer, the salesperson should use flexible skills to deal with it.

Trying to figure out the customer's reaction is not only a natural idea, but also a problem that must be paid attention to in the communication process.If the salesperson is not prepared in advance for the reaction that the customer will take, he will be in a hurry when the customer raises dissatisfaction, objection or rejection.Therefore, salespersons should not only understand the possible reactions of customers in advance, but also use flexible skills in combination with the actual situation.

(1) Respond to the direct rejection of the customer
Often, when a salesman dials the phone and has just reported his home, he will hear the other party's cold rejection: "Sorry, we don't need this product." Then there is the sound of the phone being hung up.Faced with such a lukewarm response from customers, do salespeople just give up?
To deal with such customers, the most important thing is to clarify the other party's requirements before communicating, and then point out the other party's requirements in the most concise way.Of course, you must always maintain the closest smile and the most thoughtful service. As the saying goes, "Don't hit the smiley face with your hand". When you have a particularly good attitude towards customers, they may treat you with courtesy.like:

If the customer says, "I don't have time!" the salesman can say, "I understand, I'm always short on time, too. But it only takes three minutes to convince you that this is an absolutely important issue for you."

(2) Respond to customers' doubts about products

Most customers will raise various doubts about the product before buying it, and this reaction is normal.In the face of all kinds of doubts raised by customers, the salesperson should show full confidence. At the same time, he must correct his attitude, convey good reputation information to the other party, and come up with various real evidence that can prove the advantages of the product. Negotiate the different opinions raised.

Of course, customers sometimes raise doubts as an excuse for other problems. For example, customers say that the quality of the product is not good, but they are actually more concerned about the price of the product.Therefore, it is necessary to find out the factors that customers are really worried about in order to effectively solve customers' doubts.

(3) Dealing with customers who do not respond
Experienced salesmen know that it is not terrible for customers to refuse or raise doubts, because the salesperson can grasp certain information based on the customer's response, which will help the next step.But if the customer does not respond, does not say a word, and does not have any "labels" on his face, the salesperson will not be able to grasp the information for further action.

Faced with the situation that the customer does not make any feedback, the salesperson should not continue to introduce the product, but should find a way to guide the customer to participate in the communication activities by asking questions or expressing intimacy. As long as the customer participates, the next step will be natural It can be expanded.

Eloquence
Observe carefully when communicating with customers. The depth of your observation skills often determines the size of your performance.

We should not only pay attention to the customer's reaction, but also pay attention to the real intention of the customer after the superficial reaction.

Judging the customer's demand intention and purchase motivation from the customer's response, and taking corresponding measures.

For customers who really have no product needs, the salesperson should retreat wisely and try to leave a good impression on the customers.

(End of this chapter)