7-Day Crash Sales Elite

Chapter 27 The Sixth Day (3)
[3] The customer is justified and loud, and the salesperson is retreating steadily, so the customer even disdains to buy products from people who are not as good as themselves.

In order to avoid the above-mentioned relationship of confrontation and rejection, sales and service personnel must first recognize a work purpose: effective behavior is more important than correctness.

However, it is a pity: based on inertia, people often choose to act in a way they are familiar with rather than in a comfortable way.

Therefore, once the salesperson hears the customer's complaints, accusations, requirements, and sometimes even neutral suggestions, we are like Pavlov's dog hearing the bell, and the inner defense system is sounded. reached the first level of readiness.

There is no question that tenacity in the face of rejection should be a must-have for any salesperson to succeed.Being able to hold back when customers say "no" will help your work.

There is a salesperson in Beijing who is such a persistent person.

He tried everything possible to sell his valves to a candy factory in Chaoyang District, which had been using another brand of valves for 25 years.One day at lunch he stopped the chief mechanic of the candy factory and told him to see him at two o'clock in the afternoon.

Just after two o'clock, the chief mechanic stormed into the drawing room and gave the salesman a sullen look.

But the salesperson calmly asked him to sit down and asked straight to the point: "Does the valve you use leak?"

"It's not my business to buy valves!" the Chief Mechanic said loudly. "Go to the Chief Engineer."

The salesperson pretended not to hear and continued, "What equipment has the valves that leak the most?"

"On the caramel steam can," the Chief Mechanic admitted reluctantly, "but I have no right to buy any valves."

At this time, the salesman began to show his products. He disassembled the valve and showed it to the chief mechanic: since the trimmed thin steel sheet is placed between the extra-hard base and the blocking disc, the valve can be absolutely of the seal.

"What size valve do you use on your caramel steamer?" he asked.

"Three-fourths of an inch," replied the chief mechanic, "but I've told you I can't have any valves."

The salesperson didn't listen to this at all, but said to the confused chief mechanic, "You write a requisition and say you need a 3/4-inch solid valve, come in and give it to your buyer, and ask for another valve." One order. And then you'll see that the leaking valve will be completely fixed."

The chief mechanic came in and brought an order for the valve that was being tested.

This salesman did in a few minutes what none of his company's distributors or salespeople had done for years, because his ears would automatically close when the word "no" appeared.

In fact, psychology affects life and work all the time, and salespeople must have a pair of insightful eyes to see the real incentives behind the appearance.What kind of angle sales and service personnel choose to look at themselves will also subtly and deeply affect their achievements and the reality they create.

Facing customer rejection, master coping skills

The market is the biggest classroom, and customers are the best teachers.Once the customer's real refusal has been handled properly, the time to sign a contract and collect money is not far away.

If a salesperson wants to sell his product or service, it means that he must break into the territory of a stranger, and the customer will treat you as a stranger.Although people are afraid of loneliness and yearn for more friends and more understanding, they also have an instinctive defensiveness and resistance when facing strangers.Therefore, for a salesperson, before customers consider whether to buy a product, they often treat you as a stranger, and take a estranged attitude without thinking, or even reject you.

Everyone likes to call themselves a teacher, so asking customers for advice with a humble attitude is usually not rejected.No one will reject those who respect themselves and those who are willing to learn.

One day, Ippei Hara, the god of sales in Japan, called a client who was the general manager of a famous electrical appliance company.

Customer: "×× Electrical Appliance Company, hello!"

Yuan Yiping: "Hello! Please pick up the general manager of ××."

Customer: "I am ××, who are you?"

Yuan Yiping: "Hello, General Manager, I am Yuan Yiping from Meiji Insurance Company. I took the liberty to call you today because I heard that you are enthusiastically researching the issue of inheritance tax. It just so happens that I am also interested in the issue of inheritance tax. Very interested, I have a few questions to ask you."

Client: "Yes, I'm interested in estate tax issues, but I don't have time today."

Yuan Yiping: "I don't know which day is convenient for you next week, Friday or Saturday? I can visit you at your company."

Client: "Well... next Friday!"

As an excellent salesperson, first of all, you must be good at selling yourself, have the ability to quickly approach customers, and dispel customers' alertness and resistance, so as to achieve the goal of successfully selling products or services.This requires the salesperson to list the various objections that the customer may raise and then consider a perfect answer before walking out of the company's door.In the face of customers' rejections, you can be prepared in advance and deal with them calmly; if you are not prepared in advance, you may be flustered and unable to deal with them.Some predictions about rejection should be made in advance, and the methods of handling should be studied.

Some companies in Canada specially organize experts to collect customer rejections and formulate standard responses, requiring salespeople to memorize and use them skillfully.

Generally speaking, it is a better method to prepare a standard response, and the specific procedures include the following aspects:

[1] Record the customer rejections you encounter every day.

[2] Rank each rejection in order of frequency.

[3] Prepare appropriate responses in group discussion, and compile and organize them into articles.

[4] The final version is ready for use, and it will be printed as a manual and sent to everyone for reading at any time.

[5] Memorize it well to the extent that it can be used freely and blurted out.

The following are some rejection situations that are often encountered when doing sales, and some answers are listed for the salesperson's reference. Of course, the answer is not the only one, nor is it necessarily the best. Maybe you will have a better response.

Client: "I'm not interested."

Salesperson: "I can understand this. Before you see this thing clearly, it is normal to be uninterested." - Based on sympathy.

"However, I hope you can give me a chance to let me explain to you. I wonder which time you will be less busy tomorrow afternoon or the afternoon of the day after tomorrow?"--"Either way".

Customer: "I won't buy it."

Salesperson: "It doesn't matter, you can listen to it before deciding. I wonder if you are free tomorrow morning or afternoon?"--"Choose one method".

Client: "I have no money."

Salesperson: "Do you think it takes a lot of money? You are too sloppy. However, listening to it does you no harm! May I ask you tomorrow or the day after tomorrow..."

Customer: "I don't need it."

Salesperson: "You may not need it, but your family does!"

Client: "I'm too busy."

The salesperson said, "Miss, I just thought you might be too busy, so I called you to make an appointment with you instead of disturbing you. Which time is more convenient for you tomorrow morning or afternoon?"

Client: "This is a waste of your time."

Salesperson: "Sir, I think it's worth the time. I wonder if you're free this afternoon or tomorrow?"

Or, the salesperson said: "Oh! You are really nice. This is for our salesperson's sake. I must know you. Are you free tomorrow morning or tomorrow afternoon?"

In fact, there are many similar rejections, and I cannot list them all here, but the handling method is still the same: determine which type of rejection the question raised by the customer belongs to, and respond accordingly.Turn rejection into affirmation, shake the customer's willingness to refuse, and the salesperson will take the opportunity to follow up and guide the customer to accept his suggestion.The key to the skill of dealing with rejection is to grasp human nature and know how to analyze the real problems behind the rejection of customers.Afterwards, learn from the rejection, and reflect on whether what he said is worthwhile.

There are many ways to deal with refusal, and a real master has no tricks.Sales skills are something that varies from person to person, and it is not something that can be used tomorrow after learning today. When you forget sales skills more and more, your skills will become more and more proficient.

Sales is a difficult job. No matter how successful a salesperson is, he or she will be rejected by customers. Sales start from being rejected.The problem is that successful salespeople take rejection as normal and develop a demeanor that doesn't care much about being rejected, remaining polite and undeterred no matter how harsh the rejection is.An excellent salesperson should see through the customer's original intention from the excuse of rejection, and be good at changing the customer's concept, turning his indifferent resistance into concern for the product, so as to sell your product.

Facing objections and answering customers' tough questions
Generally speaking, no matter how the salesperson introduces or demonstrates the benefits of purchasing the product to the customer, the customer will raise some objections. At this time, the salesperson needs to use different explanation methods according to different objections.

In the sales process, the salesperson should pay attention to that when explaining the benefits of the product, it must be based on the actual needs of customers.If the proposed product benefits do not meet the needs of customers, such as recommending fashionable but expensive products to customers who want affordable products, then no matter how great the benefits of this product are, it will cause customers to object to the product.

In 2003, when Microsoft first launched the SA authorization package, it only cared about its own profit and ignored the interests of customers, which attracted a large number of customer complaints.In order to alleviate customer dissatisfaction, Microsoft soon launched a new SA program.

According to the new SA plan, customers will be able to get more returns when purchasing Microsoft products, including getting more help and support, and providing customers with more tools. Valid for all clients and new clients.In addition, the new SA plan also entitles employees to use the software at home.As soon as this plan was introduced, it was widely welcomed by customers.

It can be seen that Microsoft attaches great importance to listening to the voice of customers, and the introduction of the new SA authorization plan is the best embodiment.

In the face of customer objections, should the salesperson "save" the customer's objections and wait for a certain day's outbreak, or take the initiative to let the customer "vent" the complaints in time and resolve the customer's complaints?A smart salesperson will not let the customer swallow the "bitter water" into his stomach, but let the customer pour out the "bitter water".

Generally speaking, customers usually raise objections around the following aspects:
Customer: Why is the price of your product so high?
Salesperson: Oh, may I ask, what do you think our products are superior to?Compared with which product makes you see our product is more expensive?In today's market, there is no cheaper product of the same grade than ours. If you are talking about the brands of those small factories, they are indeed lower than ours, but they are definitely not the same grade as ours.

Customer: What's your price?
Salesperson: Do you already know about our products?If you don’t know it well, then you can’t judge whether our products are expensive. Your consideration of price is whether you can make money and what is the profit margin?After listening to our product introduction and understanding our products and marketing strategies, I think you can understand our prices.

Customer: Why is the price so low?

Salesperson: What you are asking is the key to our product, which is the result of our selling point and product strategy.First of all, it is our scale advantage. We purchase in groups, which reduces the overall cost.Secondly, our company operates in a healthy and reasonable manner, has no non-performing assets, and maximizes operating efficiency.Finally, our business idea is to insist on the road of cost performance. Our profit is the lowest, so the price is the lowest!If you really plan to cooperate, then we can talk about the price, because I don't want our price to bottom out, after all, my price still has a considerable advantage.

Customer: Are your products good? Can the quality be guaranteed?

(End of this chapter)