Salesperson eloquence skills training

Chapter 76 Never Criticize Your Clients
"Eloquence Book"

A woman comes to a clothing store and the salesperson asks, "Hello, how can I help you?"

"I bought a suit of clothes here last week, but after washing it in the washing machine yesterday, it shrunk badly. What's going on?"

"No one has complained about this dress. Are you sure you washed it correctly?"

"Yes."

"Did you stretch your clothes after you washed them?"

"why?"

"Clothes made of this material must be treated in this way. I told you when you bought them."

"No. I wouldn't have bought it if I had known."

"I told you a long time ago, you need to read the description on the brand of the clothes, forget it. I'll get you another set."

"I don't want another set, I want to return it, please return the money to me."

Analyzing and criticizing customers and arguing with customers are the biggest mistakes of the salesperson. In the above example, it is obvious that the customer did not carefully read the washing instructions of the clothes.However, the salesperson spoke to the customer in such a critical tone, which severely damaged the customer's self-esteem, made the customer lose face, and led to the failure of the sale.

No matter how the customer criticizes the salesperson, the salesperson should not dispute with the customer, because disputes are not a good way to persuade customers.No matter what you argue with the client, you will get no benefit.If the customer wins, he will not approve of you as a person and your product.And if you win, the customer's point of view is completely attacked, proving the customer wrong, he will feel that his self-esteem has been hurt, and he will resent your victory. Although you have the upper hand, you have lost the customer. .

Therefore, the salesperson should try not to argue with the customer as much as possible, and not to criticize the customer.Arguing and criticizing will only make the problem worse.

(1) Restrain your emotions
Scientific research has found that when a person faces another person's attack, he will instinctively respond to fight or flee. Here, his adrenal glands secrete faster, his heart beats faster, and his body automatically prepares.That's why when a salesperson encounters a customer complaint, he either wants to avoid it or has a sense of anger in his heart. These mentalities will hinder the effective handling of customer complaints.Therefore, the salesperson should learn to suppress this reaction of the body, learn to restrain it, and let it return to a quiet state.

When customers get angry and complain, they are putting pressure on the salesperson. If the salesperson treats the customer with the same attitude, the customer will fight back with greater anger.However, if the salesperson restrains his emotions and treats him with a polite and friendly attitude, the customer's anger will gradually decrease until he returns to calm, and the problem will be solved easily.

(2) Acknowledge the customer's feelings
When a customer complains, they may express many emotions, such as annoyance, anger, disappointment, discouragement, etc. This is a matter of course.At this time, the salesperson should not regard these performances as personal dissatisfaction with you. You must know that his anger always finds someone to vent his anger on.

When a customer has dissatisfaction, in order to maintain a good customer, it should be given attention and resolved at the fastest speed.So the salesperson should let the customer know that you understand his mood very much and care about his problems very much.

The salesperson can say to the customer in this way: "Manager Zhang, I am really sorry to make you feel unhappy. I understand your feelings very well. Please..."

No matter whether the customer is right or not, whether the product problem he found is caused by his misuse, but his emotions and requirements are real, so only on the basis of agreeing with the customer's feelings, can the salesperson further let the customer say problems and find solutions.If the salesperson finds out that the mistake was caused by the customer, he criticizes the customer or blames the customer, which will not only fail to solve the problem, but will also make the customer more angry and eventually break with the salesperson.

(3) Euphemistically state the customer's mistakes
After the salesperson has listened to the customer's complaint, he must clarify the problem and responsibility of the customer's complaint.If the responsibility lies with the product or the salesperson, the salesperson should apologize to the customer without hesitation and propose corresponding remedies; The error should be stated tactfully, and the customer should not be criticized directly.like:

"Sir, this problem is caused by wrong operation. There are detailed operation methods in the instruction manual. It is my problem. I am sorry that I didn't explain it to you in detail when you bought the product. May I tell you now?"

When the customer finds that the problem lies with himself, and you are so tactful, he will no longer have any malice towards you, but will be full of gratitude in his heart.

Eloquence
No matter what type of customer complaint you encounter, and no matter whether the customer is at fault or not, never criticize the customer positively.

You want to keep this irrefutable experience in mind, so that your customers can feel triumphant in trivial disputes.

Only by restraining your own emotions can you control the emotions of customers.

Arguing is never a cure for problems, it can only make them worse.

(End of this chapter)