Salesperson eloquence skills training

Chapter 40 Never Argue With a Client

"Eloquence Book"

Salesperson: "Hello, sir! Yesterday you came to see our company's newly produced hospital beds. I would like to know what do you think of these beds, are they suitable for your hospital?"

Doctor: "Some functions are quite good, but I think this bed is too hard, and patients will not like it."

Salesperson: "Is it hard? This type of bed should be harder."

Doctor: "A bed that is too soft is not required for a patient. But it is really too hard."

Salesperson: "Why did you say that the bed is too hard after a day? Yesterday you said it was quite suitable."

Doctor: "Not suitable, I don't think all aspects meet our selection criteria."

Salesperson: "But this kind of bed is specially designed for your patients with lumbar muscle strain. If there is this kind of bed, they will be more comfortable."

Doctor: "We have a dedicated purchasing department, and we'll take care of that."

Salesperson: "Your purchasing department is not reliable, they don't know as much as our professional designers."

Doctor: "Hmph, goodbye."

Salesperson: "Why are you like this?"

Analysis No matter what happens, the salesperson should never argue with the customer.Because once a dispute occurs, no matter how good your product is, customers will not be willing to buy from you.Although the salesperson may come up with various reasons to persuade the customer during the dispute and win the dispute, he also completely loses the opportunity to make a deal.Therefore, the salesperson should learn from the lessons in the above examples, show sincerity and patience, and communicate with customers calmly, so that sales can go smoothly.

No matter how the customer criticizes the salesperson, whether it is justified or wrong, the salesperson should not argue with the customer, because arguing is not a good way to persuade the customer.As a philosopher once said: "You can't convince a person to like beer by arguing." Arguing with customers will always fail the salesman. A sales jargon says this: "The more you take advantage of the argument, the more you eat the sales." The bigger the loss."

Therefore, the salesperson should try not to argue with the customer as much as possible. Arguing will only make the problem worse.Of course, doing this does not mean that the customer is always right. In order to avoid disputes, one must swallow one's breath and give up principles and interests, and accommodate the unreasonable demands of the customer.

For example, a customer wants to return a sale on a piece of clothing that was just purchased, but the store stipulates that such clothing cannot be returned.At this time, the salesperson can say to the customer in this way: "Our store has a uniform policy that special offers cannot be returned. However, I can ask the manager for instructions and see if he can give you special treatment."

When customers hear the words "special treatment", they will have a good impression of the salesperson.If the manager does not agree to return the product, the customer will also think that the salesman has done his best, and will not make things difficult for the salesman; if the manager agrees to return the product, the customer will think that he has received special treatment, and he will be full of gratitude to the salesman.

The customer is always right, this is what every salesperson should keep in mind.But how can we avoid disputes with customers?
(1) Let customers talk more
When the customer has an objection, if the salesperson refuses to listen to the customer's objection, or makes wild guesses and handles it by himself, it will trigger the motivation to dispute with the customer. Therefore, the salesperson should listen to the customer's opinion more and further judge the customer's demand status.

In fact, asking customers to talk more is an opportunity for customers to vent. The salesman can not only understand the real thoughts of customers, but also calm down some unpleasant emotions of customers, so that the communication between the two parties will be much easier.

On the contrary, if the customer has not said much, the salesperson will quickly express his opinion and come up with a lot of solutions to the problem. These solutions may be at odds with the customer's opinion. Disclose more intelligence to customers.When the other party grasps these situations, the salesman is at a disadvantage.If the customer is unwilling to buy, he can find out more reasons for rejection; if the customer is willing to buy, he will use this information as a bargaining chip to reduce the transaction price.

(2) Pay attention to the choice of words and sentences
The salesperson should pay special attention to the choice of words and sentences, and try to avoid some strong words.When talking to customers, we must also pay attention to the attitude of sincerity, and do not hurt the self-esteem of customers.

If what the customer said is wrong or untrue, the salesperson should also try to avoid directly refuting the customer, and refuting the customer must be done in a measured manner under specific conditions.If what the customer said is irrelevant, the salesperson can just laugh it off and ignore it; if it is necessary to refute the customer's reasons, try to use the method of indirect rebuttal, first confirm part of the customer's point of view, and then refute the essence of the problem.

Try to take care of the customer's sense of acceptance and self-esteem.

(3) Calmly analyze customer objections

If the customer's point of view conflicts with your point of view, the salesperson should judge the cause of this objection, listen carefully to the objection of the customer, obtain more information from these objections, and then make judgments and respond based on this information.

Sometimes the objections raised by customers, although harsh, are not what they really care about.Because no product is perfect, it is understandable for customers to be picky about products.For objections that customers don't care about, such as the style and color of the product, the salesperson doesn't have to take it to heart, just mention it with a word.

If the objection raised by the customer is genuine, the customer indicates that they are indeed dissatisfied with certain features of the product.The salesperson must deliberately strengthen the advantages of the product to dilute the disadvantages of the product.If the customer is dissatisfied with the product too much, the salesperson should introduce some other models of products to the customer.

Eloquence
Carefully analyze customer objections and take corresponding countermeasures.

When the customer has an objection, let the customer speak more, and you listen more, so as to fully understand the customer's thinking.

Any salesman must keep in mind that no matter what happens when communicating with a customer, one cannot argue with the customer.

Always avoid confrontation with others, especially your clients.

(End of this chapter)