Salesperson eloquence skills training

Chapter 70 Techniques for overcoming client refusal to make appointments

"Eloquence Book"

One day at work, the manager handed the salesman a small business card and said to him: "This is one of our potential customers, please call and make an appointment with him."

Xiao Zhang looked at the business card, and it turned out to be Mr. Sun of XX Company. He heard that the salesman Xiao Liu called the manager yesterday, but he was sternly rejected.So he said to the manager: "You'd better let Xiao Wang fight, I have something to do now."

The manager said, "You should call, Xiao Wang is out today."

Helpless, Xiao Zhang started to dial the phone. When the other end of the phone started to ask questions, he said tremblingly: "Please find President Sun." Suddenly, his expression relaxed, he hung up the phone, and happily said to the manager: "Mr. Sun is not here today." Analyzing Xiao Zhang's actions is a manifestation of many salesmen's fear of customer rejection.He made a failed phone call with a failed tone, no matter whether the other manager was really absent or not, he did not make an appointment for further phone contact, or introduce his product and company accordingly, leaving excuses for future phone interviews.So his failure is a mentality failure, which must be overcome first.

It is natural for salespeople to be rejected by customers, and even the most successful salespeople will be rejected by customers at times.Customer rejection, while frustrating, can hurt a salesperson's confidence and self-esteem.However, as long as the salesperson overcomes the psychological barrier and handles it with a rational and calm attitude, he will get a chance in the rejection.

(1) Coping with "I'm busy and don't have time."

When making an appointment with a client by phone, the most common way for the client to refuse is to say that he has no time.At this time, the salesperson should show the customer: first, the visit time is very short; second, it will not bring any pressure to the customer; finally, the customer does not have to fulfill any obligations.

Such as: "Mr. Wang, I know you are very busy, so I will make a call first to make an appointment with you. It will not delay you for a long time, it only takes 10 minutes. And in these 10 minutes, I just Tell you about the great benefits our product will bring you, whether you buy it or not."

If during the telephone communication, the salesperson feels that the customer has a certain interest in the product introduced, but just habitually refuses, you can tentatively ask the customer: "Can I show you the product? It won't take you long."

(2) Responding to "I'm not interested in this."

After the salesperson contacts the customer by phone, the customer may have a certain understanding of the product or service, so he judges that he is not interested in this product.If the salesperson understands that this product is what the customer needs, he must further explain the benefits of the product to the customer.At this point, the salesperson can say:
"Manager Zhang, you said that you are not interested in our products because you still don't know enough about our products. How about this, I'll bring detailed information and visit the door in person on Wednesday afternoon, do you think it's okay?"

Or: "Manager Zhang, I understand your feelings. It's normal to be uninterested when you don't fully understand this product. I believe that you will be interested after you really understand this product. If you If you are not interested, just take it as knowing a piece of information, now is the information age, information is wealth, there is no harm in knowing one more piece of information..."

(3) Responding to "Let me think again."

Some clients did not refuse you directly, but just said "Let me think about it again", which actually shows that he has accepted the idea of ​​an appointment in his heart, but he still has some small concerns.

At this time, the salesperson should follow up quickly to dispel the customer's concerns.You can say to customers like this: "We just talked about the key points of the product, and it can be seen that you are very interested, so what are your concerns now?" After-sales service, what are you worried about now?"

(4) Responding to "I'll have to talk it over with someone else."

When a customer says this to you, it largely indicates that the customer does not have complete decision-making power and needs to discuss with other people before making a decision.The customer said this sentence, which also shows that the customer has recognized your products and services, but only needs the consent of other people. Therefore, you can say: "Manager Zhang, I understand this. How about you call other people first?" Say hello, let's sit down next Tuesday and talk about it, okay?"

To deal with different customers' refusal to make an appointment, you need to use different methods depending on the person and situation. As long as you can get the opportunity to make an appointment with the customer, your sales work will take a big step forward.

Eloquence
Some small humor or short stories can be used appropriately to break the deadlock.

When the customer is emotional, you should especially keep calm, comfort the customer in words, let him relax and be vigilant.

The purpose of making an appointment by phone is to have a face-to-face interview with the customer, and the response to the customer's refusal should revolve around this core.

When the client refuses to make an appointment, ask him why, and convince the other party from the other party's point of view.

(End of this chapter)