Salesperson eloquence skills training

Chapter 75 Listening Patiently to Customer Complaints

"Eloquence Book"

Mr. Li rushed into the office of the general manager of the milk company: "Where are you a milk company? You are a terrible company! You only care about yourself and get more bonuses, and you have fallen into the eyes of money! You put the life and death of our consumers aside, and there is no society at all." Sense of responsibility! A typical profiteer!"

When the manager heard these words, he didn't say too much: "Sir, please tell me what happened, okay?"

"Look, this is your good deed! There are shards of glass in the milk. If anything happens, you are murder!" Mr. Li put a bottle of milk heavily on the desk.

The manager picked up the milk and looked at it: "How could this happen! People will die if they eat this stuff. If they eat this stuff in their stomachs, the consequences will be disastrous!" He immediately grabbed Mr. Li's hand, "Please Tell me quickly, if any of your family members swallowed the glass slice by mistake, or had their mouth cut by the glass slice, we will immediately send them to the hospital for treatment."

Mr. Li calmed down a little and said that no one was hurt.

After hearing this, the manager wiped off his sweat, and then thanked Mr. Li, and was willing to compensate Mr. Li for his losses, and stated that he would prevent such things from happening in the future.In the end, Mr. Li's anger disappeared and he left with satisfaction.

Analysis In many cases, customer complaints are not a big problem. They show disappointment, discouragement, anger, annoyance and other emotions because of product problems. They may not value the solution to the problem, but care more about how the company or salesperson treats their complaints If the salesperson can respect their attitude, listen carefully to their complaints, and do some comfort and sympathy, many problems will have been solved.

Patience is also a great strength in the sales process and one of the key qualities in winning customers.In the sales process, enough patience can overcome many obstacles and finally win the approval of customers. In the face of customer complaints, as long as you can calm down and treat customers patiently, the problem will eventually be resolved satisfactorily.

(1) Listen, don't interrupt. Facing customer complaints, the salesperson should listen carefully, let the customer finish the complaint, and then stand on the customer's standpoint to persuade the customer and solve the problems one by one.Therefore, when facing customer complaints, salesmen should not rush to express their opinions, but let customers talk more and listen more.If the customer just speaks, you interrupt, "I see what you mean", "Your problem is...", this will easily irritate the customer.

The salesperson should understand that when a customer complains to you, he is expressing his dissatisfaction and opinions to a large extent. He hopes that you can agree with him, express sympathy for his situation, and then help him solve the problem. He does not want you to What is heard is the salesperson's explanation, clarification or defense.

Therefore, when any customer comes to complain, no matter how angry he is at the beginning, the salesperson should encourage him to vent all the grievances in his heart. Only when the customer has vented his grievances can he regain his sense and sobriety, and the salesman can handle it correctly. question.

(2) Record and organize
In the process of listening to customer complaints, the salesperson should not only listen to what he expressed, but also pay attention to his tone and volume, so as to judge the customer's inner emotions.When listening, it is best to record the main points. On the one hand, you can keep yourself in a rational state, and on the other hand, you can slow down the customer's speech and ease his impatience.

After the customer's narration is finished, the salesperson should repeat his main content and ask for the customer's opinion, such as: "Mr. Li, let's see if my understanding of your matter is correct. Are you saying that you bought our product a week ago?" This mobile phone, but found that sometimes it will automatically shut down for no reason. Our technicians have checked it, and the test results show that there is no problem. This morning, this phenomenon happened again. You are very dissatisfied and ask us to replace the product for you, yes ?"

Explain to the client what you understand of his point of view. On the one hand, this shows your respect for the client. On the other hand, it can let him sort out his thoughts and see if there is anything that needs to be added, or what is not clearly expressed.

After listening to the customer's complaint, the salesperson should give the customer a solution or a clear answer. If he can solve it, he will solve it for the customer immediately; Proposals, dates and methods of treatment are communicated to the client.In the processing process, no matter what the progress is, we must reply to the customer within the promised time until the problem is solved.

Eloquence
When a customer gets angry, the salesman must be calm.

Use the inquiry method to encourage customers to speak out the real reason.

During the process of customer complaints, do not easily interrupt the customer's conversation to meet the psychological needs of customers to be respected.

After listening to the customer's complaint, the salesperson must clarify the solution or opinion, and must not delay the solution of the customer's problem for no reason.

(End of this chapter)