Salesperson eloquence skills training

Chapter 78 Learning to Use Proper Phrases
"Eloquence Book"

The customer came to buy a leather bag, and the salesperson strongly recommended to her a relatively expensive black leather bag: "Look, this kind of leather bag is so fashionable. After you wear it, you really have nothing to say..."

But the customer fell in love with a relatively cheap red leather bag, and the salesman said: "This bag is also good, but the price is cheap, and the quality is definitely not as good as that."

But the customer still bought it, thinking it looked good and wanted a cheap one.Unexpectedly, after a week, the leather bag was cracked, and the customer came to the store and asked to return it.The salesman said: "You get what you pay for. You were asked to buy the expensive one, but you didn't buy it. You deserve it." After hearing this, the customer was very angry.Analyzing this sentence of the salesman will inevitably cause disputes, because it seriously hurts the customer's self-esteem, making the customer feel that the salesman looks down on him, thinking that he can't afford high-end items and only deserves cheap ones.On the other hand, this sentence clearly means that the product will not be replaced or returned for the customer, and the customer will definitely quarrel with the salesperson for this time.

When responding to customer complaints, the salesperson must have the appropriate attitude, voice and wording.In addition to attitude and voice, the key to convincing complaining customers lies in the salesperson's wording skills. If improper wording irritates customers, it will be self-defeating, and even problems that might have been solved will become unsolvable.

Here are phrases that salespeople should avoid:
(1) Avoid saying "please wait a moment"

When customers come to complain, the correct way to deal with it is to accept the complaint as soon as possible, and require prompt processing without unreasonable delay.If the salesperson says to the customer after receiving the complaint: "Please wait a moment." It will often make the customer's anger even more angry, and it is often difficult to deal with it if this continues.If the salesperson had something to do in a hurry, he should also apologize to the customer and explain the reason.

(2) Avoid using command tone

No one likes to be ordered, especially by angry customers.Therefore, when a salesperson asks a question to a customer, he should use a question of a consulting nature, such as "Can you pay the fee first?" "Wait a minute, okay?" thing, you wait a moment."

(3) Avoid saying "I don't know this question"

When a customer asks a question, some questions may not be clear to the salesperson, but at this time, the salesperson cannot directly say "I don't know" or "I don't know" to the customer. No trust in your product and your company.At this time, the salesperson can ask the customer to wait a moment, and then immediately ask the company's senior seniors or managers for answers to the questions.

(4) Avoid saying "I definitely never said that"

When the customer expresses the promise he has made to the salesman, no matter whether the salesperson has said it or not, he cannot directly say to the customer: "I never said this sentence." Such absolute words will make the customer feel It is the salesman who imposes his subjective opinions on himself, thus aggravating the anger in his heart, so it is best not to use it.

(5) Avoid shirking responsibility

When a customer complains to you, it should be accepted as soon as possible and dealt with quickly.Don't tell the customer right away: "This matter is out of my control." If you can do it, try not to transfer it to others, so as to avoid the customer's bad impression of you.If you can't do it, you should tactfully indicate to the customer, such as "It is another department that is in charge of this matter, and I will give you the phone number, okay?" "It is my colleague who is in charge of this matter, and I will help you Find it, okay?"

The following are the wording methods that salespersons should master when accepting customer complaints:

(6) Easing customers

Angry wording "I'm sorry for bothering you."

"Let me see how I can help you."

"I'd be happy to help you."

"Excuse me, can you tell me what happened?"

"Sorry, I don't know if I have caused you any trouble?"

(7) After the customer has finished explaining, he should

Wording of Response If you fully understand the client's question, you should say this to the client:
"I get it." "I get it all."

If you haven't figured it out after the customer has explained it, you can say this to the customer:
"Excuse me, can you be more specific?"

"I'm sorry, just now... I didn't understand this paragraph, could you please say it again?"

If it is not your job to solve the customer's problem, you should say to the customer: "Now I let ×× accept and handle this matter."

(8) Response to the customer's wording of "calling the manager over"
When many customers complain, they will say to you: "Let your manager take care of this matter." His idea is that you may not be able to handle this matter yourself, and talking to you is a waste of time.When dealing with customer complaints, it is basically based on the principle that the contractor handles them in person, and generally does not involve the senior executives of the department.At this time, the salesperson should tell the customer happily: "I will handle this matter with full authority, and the undertaker is me."

But sometimes, the customer does not accept your handling and insists on asking the manager to handle the matter.At this time, you should say to him: "Then please wait a moment." Then immediately report to the company supervisor to decide how to deal with it.

Eloquence
In the process of communicating with customers, salesmen try to avoid using the word "absolutely".

If the wording is used inappropriately, it will be self-defeating, and those things that can be solved will become unsolvable.

The wording used to deal with customer complaints must be appropriate and correct, so that customers can know that the merchant is sincere in mediating the misunderstanding.

In the process of handling complaints, promoters should maintain courtesy and use as many euphemistic terms as possible.

(End of this chapter)