Salesperson eloquence skills training

Chapter 39 Distinguishing True and False Objections and Responding Skillfully

"Eloquence Book"

Customer: "I have too little income, so I don't have money to buy insurance." Salesperson: "Because of my low income, I need to buy insurance to get more protection." Customer: "I don't have much money, so I don't want to invest in funds."

Salesperson: "It is precisely because there is not much money that you should invest. In this stable way, you can get more profits."

Client: "My figure doesn't look good in anything."

Salesperson: "I don't have a good figure, so I should be more groomed."

Analysis In the process of communication between the salesperson and the customer, the customer will always refuse to sell with various objections and doubts.While providing relevant information to explain that the product can satisfy the interests of customers, the salesperson should also pay attention to the coping skills.Determine whether the customer's objection is true or false, and then adopt specific methods for specific issues to eliminate the customer's concerns.

Customer objection refers to the words and deeds of the salesperson during the sales promotion process that cause customers to disapprove, question or refuse.Salesmen often encounter all kinds of objections. You are going to visit customers, and the customers say that they don’t have time; Hiding the real motives; you treat the client sincerely, but he thinks you are harboring evil intentions, and be careful... These are the categories of objection.

Therefore, many salespersons have negative views on objections, believing that objections will only bring about failure. When facing objections, they always have a sense of frustration and fear.However, for an excellent salesperson, he can experience objections from another angle, regard objections as successful information, judge the real needs of customers from objections; understand the degree of acceptance of customers from objections; Get more information from customers.

Therefore, salespeople do not need to fear objection, but need to treat it correctly.

(1) Distinction between true and false objections
The type of objection is very important to help the salesperson decide on the targeting strategy.Generally speaking, there are three types of objections:
The real objection is that the customer is very dissatisfied with your product, or he doesn't need it now, or has a prejudice against your product.Or he has used your product and knows that your previous product was prone to failure.These are all genuine objections.

For such real objections, the salesperson can consider whether to deal with them immediately or later, depending on the situation.If the customer's objection is the key to the entire sales issue, and if the objection cannot be resolved and the order cannot be obtained, the salesperson must deal with the objection immediately to ensure the smooth flow of further communication.In other cases, deferred processing may be considered.Such as: when the customer has too much prejudice against your product and needs a long time to communicate and explain; when encountering a problem that cannot be solved by your authority; When you can't persuade in a more definite way... False objection False objection mainly refers to the way that customers use some excuses to perfuse the salesman, so as to achieve their own goals.According to the purpose of the customer, it can be divided into two categories: one is to deal with the salesman, the customer is not really interested in the product or service, just because he does not want to communicate with the salesman, does not want to get involved in sales activities, just to dismiss the salesman.One is to confuse the salesperson with an objection. This objection is not what the customer really cares about. This objection is also called "hidden objection".For example, the customer may say: "This dress was a popular style a long time ago, and it is now out of date!" Or "I like the function of this camera, but its appearance is too ugly." Or put forward the quality of the product, Color and other aspects of the objection.What the customer said is not his real idea, but to use this illusion to obtain concessions from the salesperson in order to achieve the purpose of reducing prices.

(2) Judgment on true and false objections

It is very important to judge the real and false objections of customers, so as to decide how to solve the customer's problems.If the customer's objection is a false objection, just to reduce the price, and he proposes that the color of the product does not meet his requirements, but you think it is a real objection from the customer, your method of solving the problem will naturally be very different from the customer's real idea, and you will Let the communication between the two parties be poor.Therefore, it is very important to judge whether the customer's objection is true or false.

When judging the true and false objections of customers, the salesperson can use the method of asking questions, or judge the customer's body language.Specifically, body language can be divided into the following categories:
Emoticons allow people to often convey information to each other through facial expressions. Expressions such as eye movements, smiles, anger, and sadness can all play a role in conveying information. Emoticons can not only convey a person's emotional state, but also reflect a person's joy, Anger, sorrow, joy and other inner activities.

Paralanguage refers to the voice, intonation, and tone of speech.They accompany language to express the real meaning of information, so the relationship between paralanguage and language is very close, and paralanguage can better express a person's emotions and attitudes.

The so-called body posture in Japanese refers to the body posture shown by people in the communication process, such as leaning forward, leaning back, crossing arms and so on.It is difficult to cover up and hide people's attitudes towards others in terms of body posture, so the salesperson should be good at observation and analysis, and then accurately judge the different information revealed by different body postures, so that it is easy to know whether the objection expressed by the customer is true or not. fake.

After judging the true and false objections, the salesperson should adopt corresponding solutions for the real objections; and for the false objections, the salesperson should judge the true meaning of the customer by asking questions or making side-views, so as to better deal with them. Be targeted.

Eloquence
The salesperson should change his mentality and realize that objections can bring more information to the transaction.

Judging and distinguishing the true and false objections of customers is the key to further solving the problem.

The customer's body language can express the customer's thoughts better than the spoken language.

No matter what kind of objection it is, you must first have a correct attitude towards the objection, so that it is possible to handle the objection in the correct way.

(End of this chapter)