Salesperson eloquence skills training

Chapter 42: Techniques for Dealing with Customer Rejection

"Eloquence Book"

Salesperson: "Do you like this computer?"

Customer: "I like it or not, but the configuration is much higher than my requirements, and the price is too high. I still decided not to buy it."

Salesperson: "Are you saying that its CPU is dual-core, and the memory is 1G?"

Customer: "Yes."

Salesperson: "I understand what you think. It's not just you. Many customers have this idea at the beginning. When they buy a computer, they hope to get a product with an affordable price and outstanding performance. They always feel that such a configuration is too high. Too expensive. But you can feel that the computer market is changing very fast now. Although the XP system is the most popular system now, in the next few years, the Vista system will definitely replace the XP system. By then, it is obvious that the 512M memory It’s not enough. So from the perspective of long-term investment and development, I still hope that you can buy products with higher configuration. Although the price is a little higher now, it will reduce your investment in the future.”

Customer: "Well, you're right."

Analysis As a salesperson, you should know that being rejected by customers is inevitable. As long as there are transactions, there will be rejections; as long as you choose a sales job, you must actively face rejections from customers.Therefore, when the customer refuses, you should take corresponding measures to make a breakthrough according to the reason for the customer's rejection. Like the computer salesman above, he finally won the customer's approval through explanation and analysis.

Every time before a sales activity, the salesperson should understand that customers will refuse for various reasons, so you have to prepare in advance, predict what reasons customers may refuse, and how you should respond.

So, why would a customer say no to your sale?There are mainly the following reasons:
(1) Customers do not trust you and your products

Everyone is rational, and they usually treat business issues very cautiously, and will not easily trust others, especially salesmen they have never met.At this time, the salesperson should move the customer with the greatest sincerity and let the customer have a sense of trust in you and your products.

(2) Customers do not need your product

Customers may temporarily have no demand for this product, and at this time the salesperson should try to stimulate the customer's demand for this product; if the customer does not have demand for this product, then the salesperson should maintain a good negotiation effect with the customer leave politely.

(3) Customers may not have purchasing power
For such a customer, the salesperson should keep in touch with him frequently, because today's customer may not have purchasing power, but it does not mean that he will not have tomorrow.

(4) Customers have no free time

At this time, the salesperson should wait patiently or come to visit another day. The chance of making a sale after one visit is very small. The salesperson should take it as a routine instead of adding pressure to himself.After being rejected by customers, many salesmen are often discouraged and turn to other customers.However, when you understand the common rejection methods of customers, you will find that in many cases, the rejection of customers can be redeemed.So, how to redeem it?

(1) Response to "We don't have this demand"

This is the most powerful shield that prevents salesmen from further marketing activities, and many salesmen are turned away by customers in this way.However, smart salespeople know how to convince customers that they just didn't realize that they really have this need.

Client: "This stuff doesn't do anything for me, I never need it."

Salesperson: "Many of our customers think so at the beginning, but when they understand the purpose of the product, they feel that they really need this product. Look, our product..."

(2) Dealing with customer procrastination "I don't have time."

"You put the product introduction here first, and I will reply to you after I read it."

When the customer expresses refusal by delaying time, the salesperson can respond in the following ways:
The limited time "You only need to give me 3 minutes..." This can often win a chance for the salesperson to introduce the product. What you have to do is, after the 3 minutes are over, the customer can stay with you for another hour.

Go straight to the center of gravity "Our products only enter the market... and the current market share is..." If the customer expresses that they don't have enough time, the salesperson should directly enter the focus of the conversation and quickly propose the product advantages that can most attract the customer's attention.

Propose a deadline and the salesperson can use the time of the product discount to put pressure on the customer, "We are promoting this product this week, so the price is very cheap. If it comes to next week, the price will still go up. Later on this product There's not much chance of doing a promotion either. So if you want to buy this product, it's best before tomorrow."

(3) Deal with preconceived stereotypes
It is undeniable that some customers have already had certain prejudices against your industry, company or product before communicating with you.When the customer already has these prejudices in his mind, the salesperson had better guide the customer to tell the reasons for the prejudice first, and then use irrefutable facts to remove the prejudice of the other party.

At this time, the elimination of prejudice is the first priority. If the customer's prejudice is heavy and it is difficult to convince for a while, you can make an appointment for another interview.This can dilute the conflict and leave the customer with a space to think.

(4) Respond to customers with multiple objections
"The quality of your products is not good, the price is high, and my time is already full today. Besides, my friend just gave me such a product last week, so I don't need to buy it anymore."

This statement barely leaves a crack for the salesman.When facing such customers with multiple objections, the salesperson should use the opening statement to deal with the customer, judge the customer's attitude in the process of speaking, and find out the biggest doubt of the customer. If this biggest problem can be solved, other problems will be easily solved .

Eloquence
Words without sincerity have no power, it cannot convince customers, and the same is true for dealing with customer objections.

"Don't need" is the most common rejection method used by customers, but it is the most avoidable rejection.

Even if the deal cannot be reached, it is necessary to leave a good impression of civilization and prudence on the customer.

Often the people who reject you the most and make you want to give up the most are precisely the most needy customers.

(End of this chapter)