Salesperson eloquence skills training

Chapter 74 Actively Inquiring About the Cause of the Accident

"Eloquence Book"

A customer said angrily to the salesperson: "The radio I just bought yesterday can't record today. Aren't you lying?"

The salesman was not angry: "Sir, can you operate it once and show me?"

The customer puts on a blank tape and just presses the record button.The salesman smiled and told him that when recording, the record button and the play button must be pressed at the same time to be effective, and demonstrated to him that the voices of both people were recorded.

The customer suddenly realized, the salesman took out the manual and pointed to the last paragraph for the customer to read.The customer was very embarrassed and said: "I'm really sorry, I made a mistake." The salesman said: "I can't blame you, mainly because I didn't explain it clearly to you when you bought the machine." I said it again.

In the end, the customer bought other products and went back satisfied.

Analysis What do salespeople do when encountering customer complaints or complaints?Adjust your mentality, don't let the customer's emotions affect you, then calmly listen to the customer's story, and then ask to understand the cause of the accident, so as to take targeted measures for the cause of the accident.Generally speaking, customer complaints and complaints are a troublesome thing for salesmen. This kind of thing often determines future transactions with old customers. Therefore, the results of salesmen's handling of customer complaints will directly affect the relationship with customers. The relationship with old customers directly affects the sales performance in the future.Therefore, the salesperson should properly handle the customer's complaints, remove the customer's doubts about the purchased product, and eliminate the problems of the purchased product, so that the customer can trust the salesperson again.

(1) Reasons for customer complaints
To do this, it is very important to first understand the reasons for customer complaints. In general, customer complaints mainly include the following aspects:
Problems with the method of use; the product has narrow uses and does not have many functions; the efficacy of the product has diminished or disappeared; there are dangerous factors in the product or danger has occurred; it consumes a lot of energy, such as electricity, coal, and gas.

Of course, there are many times when the customer's problems are due to personal reasons, such as he did not use the product correctly according to the requirements in the manual, or the order of using the product was reversed and errors occurred, which caused customer complaints.Therefore, when a customer buys a product, the disappearing staff must tell the customer in detail the problems that should be paid attention to in the manual, and tell them to use the product correctly according to the requirements in the manual, which will effectively reduce the customer's complaints and complaints to the salesperson.

(2) Ask questions to understand the problem

After you patiently listened to the customer's complaints and expressed your apology and gratitude, the customer's anger may have decreased, but the fundamental problem has not been resolved.At this time, you need to ask questions, further collect information, and discover the root of the customer's problem, so as to solve the problem.

Although customers say a lot during the complaining and venting stages, these words are subjective. Depending on how they see things, some important information is often overlooked. They either think it is not important, or they don’t pay attention at all. or forget to say it, and these may be the key to solving the problem.Therefore, asking questions can collect more complete information, understand the real needs of customers, and solve problems correctly.

In addition to collecting more information, asking questions can also make customers follow the salesperson's train of thought, so as to avoid endless complaints.Because customers are angry and worried, depending on their feelings, he sometimes expresses not what they really want to say, but just wants to vent.

(3) Precautions for asking questions
Pay attention to the use of words to ask questions to customers, pay attention to the use of words, do not let customers feel that they are being questioned, but ask the other party to explain the situation in a more tactful way, such as "I'm sorry, there is one place I don't understand very well, can I ask you again?" I would like to ask you for advice..." "The situation you just said has also been reflected in another customer... Is that true?" Words to express the state of understanding of the problem.

Avoid accountability. In the process of asking customers questions, don't think about who is wrong. This will only increase the customer's impatience and make the situation worse.

Pay attention to check when listening to the customer's answer, pay attention to repetition, check your own understanding with the customer's idea to see if they are the same, because people's understanding and expression skills are different, if you judge the customer's problem based on personal understanding out of thin air, Often farther and farther away from the essence of the problem.

Eloquence
The salesman should properly handle the customer's complaint, which is related to the customer's purchase opinion on the entire product.

Only by understanding the reasons for customer complaints can we solve customer complaints in a targeted manner.

It is more important to solve the customer's problem and let him go away with peace of mind than to determine the responsibility.

Only by asking questions can customers follow the salesperson's train of thought and avoid endless complaints.

(End of this chapter)