Salesperson eloquence skills training

Chapter 73 Viewing Customer Complaints with Optimism
"Eloquence Book"

There is a saleswoman whose success comes from the success of after-sales service. After a successful sale, he always uses the phone to contact the customer many times to ask the customer whether they are satisfied with the product she provided. Use this product Whether it is beneficial to customers, whether there are problems encountered in the process of using the product.If the customer's evaluation is positive, she will warmly appreciate the customer's purchase decision; if the customer is dissatisfied, she will sincerely apologize to the customer and express that she will eliminate these deficiencies in the next efforts.

As a result, the customers she dealt with all liked him very much, and many of them took the initiative to introduce customers to her. After a few years, she hardly needed door-to-door sales, but the orders were increasing day by day. .

Customer complaints are the most common problem after analyzing successful sales. If you can treat customer complaints with a positive attitude and eliminate customers’ opinions and dissatisfaction like the salesman above, you will win their respect , Improve customer loyalty.There is a saying in China that "if you don't fight, you don't know each other". Only after repeated running-in can the relationship with customers be sublimated and customers' deeper recognition will be won.

In the traditional thinking concept, it is believed that "the news without customer complaints and complaints is the best news", which is a terrible way of thinking, because no product will be perfect, and there may be problems with the product itself or man-made, so Customer complaints are an effective way to understand market needs and conditions and further improve products.If there is no customer complaint, it only shows one problem: the customer has given up their trust in you.

(1) Why do customers complain
The process of customer complaints will not make me happy, this is inevitable, because for customers, they hope that the products they choose are "right", "sturdy" and "no problem". Explain that they first questioned their own choice; on the other hand, the complaint itself is a tiresome process, he has to explain the problem to you and solve the problem, which will delay him a lot of time and affect his mood.

Therefore, customer complaints are actually giving you a second chance to perform. He complains to you because he knows about your product problems. He hopes you can improve his products or make up for his losses. If you can’t do it this time Win a customer, and you risk losing that customer forever.Therefore, when you receive a complaint call, you should correct your mentality: "Great, the opportunity has come, and I will seize this opportunity to change the customer's impression of me and the product."

(2) Complaining customers are friends not enemies

For customers, complaints are also costly. Nowadays, there are so many products and customers can have more choices. If he takes pains to complain to you, it means that he still has hope for this product, and he hopes that you can do it well. Better yet, don't want your company to go down because of this.

Complaints promote development. There is no best product, only better products. Picky customers are always the best teachers for businesses. He helps you find problems with products, helps companies find ways to improve products, and even helps companies improve The quality of service and the improvement of management methods will promote the progress of the company and you. History is always improving in the process of constantly asking and solving problems, and the same is true for products.

Complaints hide business opportunities. As mentioned in the example in the opening chapter, the salesperson gained more customers by solving the problems of her old customers, which is a greater business opportunity for individuals; For the company, more business opportunities can be tapped from the opinions and suggestions of customers, and new "selling points" in the market can be found, so that products that are more suitable for customers' needs can be produced.Therefore, customer complaints are a rare "resource".

(3) Handle complaints with an optimistic attitude
Salespersons should be optimistic about customer complaints and do the following:

Accept the customer's criticism with humility No matter what kind of criticism the customer puts forward to your product, the salesperson should not argue with the customer, but should accept his accusation, listen carefully to the customer, understand the problem the customer wants to solve, and grasp the customer's true psychology.When the customer reports the problem, the salesperson should make a good record, and must not interrupt the other party's conversation self-righteously. When sorting out the customer's complaints, he should use more asking skills, "How did this happen?" "Who are you?" How did you find out?" This will help you understand what's really going on and find ways to eliminate customer dissatisfaction.

Sincere apology When encountering customer complaints, a sincere apology to the customer is required.Even if it is a problem caused by the customer's own misoperation, you must apologize to the customer. Even if you have a reason, don't refute it immediately, which will only cause more trouble.At this time, you can say: "I'm really sorry, although this point is written in the manual, but when you bought the product, I didn't emphasize it and didn't draw your attention."

Taking remedial measures The fundamental purpose of customer complaints is to improve the use of the product, so it is not enough to just apologize and listen, and certain remedial measures must be taken in action, so as to truly resolve customer grievances, find solutions to problems, and Let the customer know the solution as early as possible. It must be explained before the customer understands. If the customer agrees to this solution, it must be dealt with as soon as possible. If the process is too slow or ineffective, the problem will worsen.

Requirements and commitments After the customer's complaints are basically resolved, the salesperson should also ask the customer if he has any other requirements, and sincerely tell the customer that if he has other questions, he can find you at any time.

Eloquence
If the customer's complaint is not handled properly, it will cause dissatisfaction and disputes, and magnify the problem.

Once a customer complaint occurs, it must be regarded as a good opportunity to communicate with the customer.

When a complaint occurs, we must first believe that the customer's negative emotions contain positive value, so as to understand the customer and find a solution together with the customer.

1 dissatisfied customer will tell their complaints to 8-12 people.

(End of this chapter)