Sales start with being rejected

Chapter 13 Responding to Customer Rejection——Success Begins with the Customer Saying "No" (8)
Manager: "I don't think I'm interested in this. There's no market for a product like this in our store. I've never sold watch straps, and I've never had a customer come in for a watch strap. (Obviously, this The refusal was emotional because the manager was not optimistic about the prospect of selling the straps.)”

Salesperson: "I know how you feel. Many of our customers feel that way. But they find that their average sales are over $1000 a week."

In this technique, the word "feeling" is used to disarm the other person, the word "feeling" is used to show that you understand his feelings, and the word "discovery" is about other people's success stories, which can turn the conversation to the facts and content.Of course, you should not always keep these three words on your lips, it will be boring for people to see through.You can put them together and say:

"That's a good point. In fact, a boutique manager just said this to me last month. But we're still selling it in her shop..."

"I can understand your thinking. Let me say that half of my clients were initially reserved. But let me give you these sales figures..."

3.Discretionary admission

If your company did feel wronged and hurt a customer a little bit in the past, admit it and move on.But don't go beyond what the customer said, there is no need to tell the family scandal.If he knows, you admit it; if he doesn't know, there is no need to tell him.

Client: "I don't want to hear about this. I called your company three years ago and no one answered me. Then I called your competitor and they sent someone the next afternoon. Now I do all my business with them."

Salesperson: "I understand your feelings and I'm sorry that happened. But I can tell you that it will never happen again in the future. I'll leave you a phone number if you need anything , call me directly."

You know in your heart that your company was a mess three years ago.But it's doing pretty well now.But you don't say, "You're right. We were really bad then, aren't we better now?"' because the client just knows he didn't get a call back, not that you were really bad.

There are various reasons for rejection by customers.Be sure to carefully analyze the authenticity of these reasons, so as not to cause invalid labor or give up opportunities.Above we have introduced several techniques for dealing with customer rejection in a targeted manner. Familiarity with these skills will make you more confident when facing customer rejection.

In short, the purpose of the salesperson in dealing with customer rejection is to turn the customer's rejection into a deal, that is, to shake the customer's willingness to refuse, and the salesperson will take the opportunity to follow up, urge the customer to accept his suggestion, and finally achieve the deal.

What to do when a customer says, "I don't need this"

"I don't need this thing!"

"I already have it!"

"I have enough stock!"

The customer said that he does not need to buy, but there may be other possibilities—maybe it is really unnecessary, maybe it is the customer's prejudice and prejudice, or it may be an excuse.

No matter what the situation is, the salesperson must say in his heart-sentence: "There is no word 'no' in my dictionary.

Saying "no" to the customer, the salesperson can share his real situation and feelings with the customer, so as to win the sympathy of the customer, generate compassion and facilitate the purchase.For example: there is a product that your customer likes very much and wants to own it very much. Will you let the customer say "no" to you because of a small problem?

Saying "no" to the customer, the salesman's persistence is victory.In the sales process, if you ask the customer, the customer will say what product they want.Customers always reject others subconsciously, so the salesperson must persevere and continue to sell to customers.At the same time, if the customer refuses, the salesperson will retreat, and the customer will not leave any impression on the salesperson.Even if the customer insists on not wanting your product in the end, you can still say "I'm sorry to bother you for such a long time in your busy schedule, please take care of your next visit" or "Even if you don't buy it, we still wish you Good Luck'' etc.

What to do when the customer says: "It's too expensive, it's so much more expensive than others"

Price rejection is the most common rejection. The vast majority of customers hope to get more benefits when purchasing products. Therefore, whether it is true or false, and whether they have the ability to pay, many customers are used to bargaining.In the face of various rejections from customers, the salesperson must first combine the customer's body language, accurately judge the customer's liking for the product during the conversation with the customer, and judge whether the customer's price rejection is true or false, and take appropriate measures. Active and effective coping strategies can make customers finally make up their minds to buy products.If it is not handled properly, it will be difficult to close the deal even if the customer is given a very low discount.

In the face of customer price rejection, any emotional performance is not advisable.Some successful salespeople will not only use the excuse of the customer to refuse the price, but also change the customer's original intention with sufficient reasons to achieve the purpose of sales.

Whether the price is expensive is often relative. If the customer asks that the price is too high, the salesperson can ask questions like "Can you tell me what you are comparing with and think our price is too high?" Ask the customer to prompt the comparison standard.The benefits of doing this are:
If the customer talks casually without any basis, he may give up the refusal. The more specific the customer expresses, the more information the salesperson gets, and the more likely it is to find out the basis or loopholes to persuade the customer.

In addition, salespeople can compare their products with similar products.Through comparison, customers can truly appreciate the benefits of the product.

Salesperson: 310 yuan may be a bit expensive, you mean, it is inconvenient to light the stove?Not enough firepower?How much gas is wasted?Worried about not using it for long?Yes or no?

Customer: It is convenient to start the ignition, but I think it consumes a lot of gas

Salesperson: Anyone with a gas stove wants to get the most done with the least amount of gas, so your concerns are entirely justified.However, the design of this gas stove has fully considered the customer's requirements. You can see that this switch can adjust the gas flow at will. The economizer, in case the heat leaks out and is blown out by the wind, to save a lot of gas, do you think about it?

Customer: That's right.

Therefore, you cannot simply say that your products are affordable and can help customers save money.The salesperson must ask the customer to explain in detail how he bought the product, at which link, and how it made him feel affordable.

What to do when a customer says: "I want to buy from a friend"

When a salesman goes door-to-door to sell, he is likely to encounter such a customer. He will first ask the name of the product and the manufacturer, and then say: "Thank you, you worked hard. But I'm sorry, I bought it a few days ago. Passed." Or say: "I'm sorry, I can't buy from you, because there are my friends in the ×× manufacturing factory, it seems unreasonable not to buy from my friends."

Aiming at such excuses from customers, many salesmen are often at a loss what to do, and in the end they can only retreat and give up sales.In fact, this failure just shows that the salesman has not studied the method of dealing with this counterargument.Indeed, when encountering such "unwavering" customers, people will not know how to speak, especially for novices.

When you encounter such an excuse from a customer, you must not retreat in spite of the difficulties, but you should try to determine whether the statement is true?
"Really? Very good, it's great to be able to buy from your friends, you are good friends who have known each other for many years!" (Slight pause)
At this time, if the customer is good at dealing with the salesman, of course it is another matter.However, the average customer will say:
"Oh! It's probably like this! It's been many years!"

Or:

"How can I say it?"

You can also say:

"You control too much! What does my friend have to do with you!"

In the above situations, you can feel at ease, because you know that the opposite opinion of the other party is undoubtedly an excuse for rejection.At this point, you can say:

"Can you use this as a reference?"

Show him the product brochures and drawings, or operate the demonstration machine while persuading customers to buy it.

But if what the customer said is true, you can conclude that the customer is a typical stubborn person, and it will be more difficult to deal with. You can use the sentence: "I have friends there." It means that the customer still has the hope of buying goods. , might as well say to him:
"Is that so? Are you friends with Mr. Wang from XX Company? The products of XX Electrical Appliance Company are among the best in this industry, and have a good reputation (Even if you are a competitor, you should not speak ill of the other party. Praising others is a sign of respect for yourself. The company's products are confident). However, the products produced by our company are not far behind. Please take a look! Our connector is guaranteed to be no less than the connector of ×× Electric Company. I know that your company has always been Those who use high-end products, our products are the most suitable. For the sake of progress, you try to use our company's products, and you won't be sorry for your friend's company! Right?"

Once the customer says "Okay! Let's try it once." That's probably done.But if the two products are exactly the same and the customer has not changed his mind at all, the salesman must find a way to lobby, or make a long-term plan, first slowly become the customer's friend, and then gradually carry out the sales.

Revisit the client who rejected you

There is a popular saying in the sales industry, that is, "the sales start when they are rejected".If the visit to a new customer is rejected, you must not be discouraged, and you must arrange a time to visit again.If you want to get orders from the other party, you must make continuous efforts. It is difficult to rely on one visit alone. Generally, you must formulate long-term strategies.The second visit has different preparation methods and precautions from the first visit, mainly in the following aspects:

1.Be more cheerful. "I already said that I won't order your goods, why are you here again!" The second interview was in such an embarrassing situation, not by invitation, but by myself.In view of the prejudice and vigilance of customers, approach them with a more cheerful mood than when you first visited.If you are unprepared, the mood will sink right away, so be more cheerful and relaxed than you were on your first visit.

Through the first interview, you have already learned about the other person's personality, interests and hobbies.Before visiting again, you should take the initiative to prepare some topics suitable for the other party's personality, interests and hobbies.During the interview, try to avoid topics that the other party doesn’t like or are unhappy with, so that the other party’s preconceived ideas—"That kid must be looking downcast" (because he was rejected when he came last time)—turn into "This kid seems to be okay." Very happy."

2.Be flexible during access.If there is no result during the initial visit, the strategy should be changed for this visit, and chatting should be the main focus.While chatting with the other party, the salesman should carefully observe the words and expressions, so that he can figure out the words and deeds that the other party hates and taboos, as well as the contact methods that are easy to make the other party like, and use this to modify the wording and communication methods in future visits.In addition, find out what the other party likes to eat, and you can take measures to satisfy the other party when you bring gifts or banquets when you come back next time.

In terms of time, unless the other party sincerely says "Let's talk slowly, there is no need to rush back", generally speaking, a quick decision should be made.Not only for revisiting, but also for other situations. Even if the time agreed in advance is relatively long, if you see that the other party is busy, you should leave early.On the contrary, if the agreement is only to meet with the other party, but if the other party is interested and wants to exchange views more, you might as well stay for a while.Although the reason is very simple, in fact, many salesmen cannot do this.Especially for some users who don't want to place an order, don't just go there.

In contact with customers, you must not rely on your own enthusiasm or look at problems from your own standpoint. You must grasp the other party's psychology and adapt to the other party. Don't be stereotyped, but be flexible.As a professional salesperson, you must master this basic rule.

The content of revisiting is not only to sell products, but also to "sell" yourself in every possible way, so that customers will buy your account or have a good impression of you, so as to achieve the purpose of selling products.

If the other party pushes that they are receiving visitors or are in a meeting and cannot receive them, you only need to sincerely say to the reception staff: "Please give me a chance to meet next time, even if the time is very short." If you are sincere, the reception staff will definitely convey your meaning.

After many visits, it can be divided into two situations: one is that the transaction is successfully completed; the other is that although there is hope, there is always a lack of finishing touch.Although it is possible to fight a protracted war or a war of attrition, what should we do if we still can't attack after a lot of effort?

In this case, don't make up your own mind easily, you must report to your superiors, and everyone will study countermeasures together.

At the discussion meeting, the salesman should report the relevant situation truthfully, and put forward his opinions fully and candidly. If the report is incomplete, it will often lead to the wrong judgment of the boss, and instead miss a major event.

The result is roughly one of four things:

(1) Judging that the other party cannot place an order (termination of access).

(2) Give the other party preferential conditions (price and others) and continue to negotiate.

(3) The boss gives help (visit together).

(4) Continue to visit as usual, waiting for the opportunity.

Once the above countermeasures are determined, the salesman must implement them without compromise.

Sometimes salesmen, despite their best efforts, still can't escape the bad luck of failing their hopes.This is often the case.

A salesman must be depressed if he doesn't get an order after working so hard.If the other party sees that I am out of my mind, it will be very unfavorable for the next visit.Don't imagine that the other party will sympathize with you. Your appearance will not so much make the other party sympathize with you as it will make the other party look down on you, and the other party will not want to receive you anymore.Therefore, although you are unhappy in your heart, you should be cheerful and composed on the surface, and don't cry like someone owes you money.

There is no benevolence and righteousness in buying and selling, and saying goodbye is a very important means of expressing benevolence and righteousness.Don't turn your face, you should keep the original amiable expression, while sorting out the materials, you should also say a few words of compliment to the other party, so that your undaunted attitude will leave a deep impression on the other party.

When saying goodbye, say respectfully, "I'm sorry to disturb you in your busy schedule", "Please take care of me next time", and shake hands to say goodbye to the other party.When you meet other employees on the way out of the reception room, you should also nod your goodbyes and say "Excuse me" and "Goodbye" and other polite words.

By rejecting customers, you understand that even if you try your best to talk with the other party in an amiable tone, you may return empty-handed.When you walk out of the customer's door, you will probably feel the cruelty of reality, but don't be discouraged, because today's failure may sow the seeds of hope for tomorrow's victory.

In Buddhism, it is often said that "the moment is".It means that everything in the "now" is precious.Therefore, people should have a feeling of gratitude for everything.As long as this mentality is cultivated, valuable wisdom can be developed.When a salesman is "ruthlessly" rejected by a customer, he should feel it with the spirit of "now".

Since everything in front of you is rare, it is also rare for the other party to say "I don't buy your things", and it is precious to be able to meet the other party at the same time!

Say thank you to a person who is stingy with sharing oranges, and make the other person feel happy, maybe he will give you an orange, and when you accept his orange, thank you for ten oranges. He thanks and maybe he'll give you another one?

People always feel ashamed of other people's sincere gratitude, and always find ways to give back to the other party.Therefore, "feeling gratitude" is the mentality that a professional salesman should hold when he is rejected by a customer.

(End of this chapter)