Salesperson eloquence skills training

Chapter 37 Resolving Rejection With Sincerity

"Eloquence Book"

Salesperson: "I see, this phone meets your needs, it's a good fit for you."

Customer: "But it's too expensive."

Salesperson: "What? It's too expensive? You didn't tell me earlier, we have cheap mobile phones here. This one looks very good, and the price is also cheap."

Customer: "But it doesn't support Internet access."

Salesperson: "Then you can buy the one with Internet access." Customer: "But that one is too expensive." Salesperson: "Of course good things are expensive, you get what you pay for." Customer : "It's too expensive, I can't bear to buy it."

Salesperson: "Then do you want to buy it or not? If you don't buy it, go away and don't hinder my business."

Analysis The salesman above did not control his emotions well, nor did he consider the problem from the customer's point of view.Judging from the customer's objections to this phone, he is very optimistic about this phone, and the possibility of buying is hidden in the objections.If the salesperson can treat the customer sincerely and explain the price problem of the customer, the customer's doubts can be dispelled.And the salesman treated the objection with impatient bluntness, and lost a very likely sale.

Sincerity is one of the essential qualities in business, and it is needed in any occasion, and handling customer objections is no exception.Treat customers sincerely, from the customer's point of view, to better understand the problem of customer objection, and then help customers to solve the problem reasonably, and then get the customer's approval and facilitate the transaction.

(1) Acknowledge the customer's feelings
Agreeing does not mean agreeing, agreeing means agreeing with the other party's views and opinions, and agreeing just agrees with the customer's feelings and understands his thoughts, but it does not agree with the other party's views.What the salesperson has to do is to agree rather than agree.Recognition can dilute the conflict between the two parties, and regard the problems that need to be solved as problems that both parties need to face together, so as to further resolve the differences.

Dentist: Doctor, I am really afraid of tooth extraction, it hurts too much, is there any other way?

Doctor: I understand how you feel. There will be a little pain when the tooth is extracted.But if the tooth is not extracted, it will continue to become inflamed, which in turn can damage other good teeth.Don't be afraid, I will do my best to minimize your pain.

Patient: All right.

When dealing with customer objections, if the salesperson agrees with the customer's feelings, he will objectively examine the problems faced by both parties based on the common interests of both parties, and then negotiate with the customer to reach a deal.Acknowledging the customer's objection is the beginning of successfully resolving objections.

(2) Appease the emotions of customers
Years of research by psychologists have shown that people care more about the process of producing a certain result than the result itself.According to this theory, the customer is very painful in the process of deciding whether to buy or not. When he decides to buy or not to buy, he will feel relieved.

Therefore, after the customer raises an objection, the salesperson must appease the customer's emotions on the basis of agreeing with the customer's feelings.Treat customers with a friendly attitude, create a fair and pleasant atmosphere, and bring good feelings to customers.

When a customer feels happy and valued, he will have more time to communicate with the salesperson, and thus may have more opportunities to buy the product.And if the customer feels threatened, he may quickly leave the scene and let himself return to a safe range.

Therefore, it is very important to appease the emotions of customers.There is a well-known car repair shop whose performance has always been higher than that of its peers. The reason is that the service principle of this car repair shop is "repair people first, then repair cars".When the customer comes to repair the car, he must be in a bad mood, so it is more important to appease the customer's emotions first.The same is true when dealing with customer objections. Focusing on the customer's emotions and needs, directly talking to the customer's emotions, truly understanding the customer's voice, understanding the customer's psychological needs, and responding to this will greatly increase the transaction rate. .

(3) Handle objections in good faith

It's normal to be impatient and uncomfortable when confronted with an objection, but the salesperson should adjust his attitude so that the customer feels that you obviously respect his objection.Objections will only be taken seriously if the client feels respected, and he will trust that you will do your best to solve the problem instead of taking it lightly.Only then will he communicate with you, speak out what is in his heart, and provide more information.

Express sincerity Salespeople can use the following methods to show sincerity: "It is our responsibility...it is my fault..." "It is normal for you to think so, but..." "At 6 o'clock today at the latest, I will I'll give you a satisfactory answer." "I'll call the manager right now." "I'll do it right away."

For some emotional objections, such as "this packaging is too ugly", "I don't like this style", etc., the salesperson just needs to smile. These opinions are not directly related to the transaction in front of him. Just be honest and move on quickly.Active Inquiry Often there are complex reasons behind an objection.Therefore, before confirming the focus and extent of customer objections, the salesperson directly deals with the customer's objections, which often only treats the symptoms but not the root cause, and may even cause more objections.Therefore, it is particularly important to actively ask customers, ask more "why", and let customers tell the reasons themselves.

When asking customers questions, ask more open-ended questions, so that customers will tell more information and salespeople can make better judgments.

An excellent salesman who answers customer objections not only knows how to find out the problem of customer objection and accurately answer the customer's question, but also is good at choosing the right time and knowing when to answer customer objection. The salesman will achieve greater results .When to answer the customer's question, it should be treated according to the specific situation. Generally, the objection needs to be answered immediately. This is not only the need to respect the customer, but also the need to promote the customer's purchase.

Eloquence
When the client feels pleasant and valued, he lightens his perception of the problem.

Sincere listening and enthusiastic response are essential qualities of an excellent salesman.

To adopt a positive attitude, pay attention to the customer's objection, agree with the customer's feelings, this is the beginning of successfully resolving the objection.

Salespeople should learn to use questions and listening instead of explanations to guide customers to make their own decisions step by step.

(End of this chapter)