Salesperson eloquence skills training

Chapter 50 The Picky Client
"Eloquence Book"

One day, two girls went to the street together, one of them took a fancy to a dress and asked another friend to help her bargain.They came to this clothing store, and after pretending to look at a few skirts, they picked up the one that they had already set their eyes on.

The girl who wanted to buy a skirt asked her friend to take a look at it, so the friend picked up this skirt and picked out one by one, either thinking that the workmanship of this one was rough, or that the seam was not sewn properly.In fact, her intention was just to bargain.

At this time, the shopkeeper at the side became angry, and said coldly: "If you want to buy it, buy it. If you don't like it, forget it. Don't pick and choose here to waste time."

The friend got angry when he heard it: "If you don't buy it, you don't buy it. You think you have skirts for sale here." Then the two left angrily.

Analysis "The customer is God, and God is always right." This is a wise saying in market competition.The salesman committed a big taboo in business, because of capriciousness and impatience, he contradicted the customer, thus letting the opportunity that was about to close the deal slip away in vain.

Konosuke Matsushita, who is known as the "God of Management", once said: "Customers' criticisms should be regarded as sacred language, and any criticisms should be accepted." In today's increasingly competitive market, customers' requirements and expectations for products It is also getting higher and higher, and customers are becoming more and more picky. In the face of picky customers, what kind of attitude should the salesperson adopt?First of all, we must understand the reasons why customers are picky, and then deal with them in detail.

There are certain differences in the reasons why customers are picky, but they can be roughly divided into two categories:
(1) It is the nature of customers to be picky

There is a type of customers who are picky by nature, and they always like to be picky when faced with anything. In the eyes of this type of customers, nothing is excellent.Even products with excellent performance, they can also pick out faults. This type of customer has a fault-finding element in their personality.Likes to sing a different tune, raise arguments, be competitive, and like to argue with salesmen.In their view, the salesperson will only introduce the advantages of the product, and always cover up the shortcomings and deficiencies of the product, keeping customers from knowing.

(2) Pickiness is to achieve the goal
Many customers' nitpicking is just an excuse. They use various small problems and small objections to try to convince the salesperson that there are problems and deficiencies in the product, thus putting the salesperson in a passive position.At this time, such customers make a request to lower the price to complete the transaction, and the general salesperson will agree to their request, and finally the customer gets his wish.

Therefore, in the eyes of such customers, being picky is just a means to achieve price reduction, and they don't really care about the problems that are picked out.

To deal with the pickiness of customers, we must first determine what kind of situation the picky customers belong to, and then deal with specific issues.

(1) Dealing with customers who are critical by nature
In the face of customers' pickiness, what the salesperson should do is not to repel and reject, but to listen with an open mind and calmly analyze the customer's picky point of view.In the process of analysis, it is necessary to stand on the customer's standpoint to understand why customers are picky.For problems that are just caused by the customer's personality, the salesperson can respond with a smile and ignore them.

If the customer picks out a question about the product, the salesperson should answer it properly, and the salesperson should adopt some good suggestions and ideas, and thank the customer.

(2) Respond to customers who are picky and purposeful
It is judged that the customer’s pickiness is only to let the salesperson lower the price, and the salesperson should not immediately lower the price to cater to the customer. This will make the customer think that there is indeed a big problem with the product, so the salesperson will make such a quick decision.At this time, customers will have doubts about the transaction, which is not conducive to sales.

Therefore, in response to this situation, the salesperson should change the topic and try to make the customer realize the value of the product. When the customer agrees more with the value of the product, he will not have sharper thoughts on the price issue.Of course, if the questions raised by the customer can be answered, the salesperson still has to answer them.

In fact, this process is the process of matching customers to make a deal. If the customer is not satisfied with the benefits obtained, the salesperson can add some preferential conditions for the customer to promote the deal with the customer.

Eloquence
Picky customers are the driving force for the company's product development.

For the most picky customers, the salesperson should also smile, listen patiently and seriously to the customer's complaints, and don't care about the customer's impolite words and attitudes.

Regardless of whether the customer's pickiness is justified or not, if you can carefully and in-depth review from the pickiness, you can usually find some shortcomings.

Looking at the problem from the standpoint of the customer is the mentality that the salesperson should have when dealing with critical customers.

(End of this chapter)