Sales start with being rejected

Chapter 6 Responding to Customer Rejection——Success Begins with the Customer Saying "No" (1)
Sales starts from being rejected. The salesperson should dare to face all kinds of setbacks and failures in the sales process, dare to face up to the customer's rejection, and turn the customer's rejection into the motivation to continuously hone himself, and strive to improve himself Improve the quality of your own sales skills, master various methods to resolve customer rejections... When you dare to face these setbacks and try to find a way to solve them, you have already embarked on the road to sales success.

Rejection is the beginning of the sale

Rejection should be viewed by every salesperson as an opportunity to improve himself.Every sales failure should be the start of another successful one for you.Almost all salespeople have a common feeling and experience, that is, successful sales begin with accepting numerous rejections from customers.Facing rejection bravely, and constantly learning lessons from rejection, not being discouraged or compromising, this is the first lesson a salesperson should learn.

In order to expand the business of the clothing store, Miley is actively carrying out development activities.Before he planned to enter a store, he was going to stroll around the entrance and exit of the warehouse near the store.At this time, he heard the sound of quarreling in the warehouse. Faced with this situation, Mailey felt that it would be very detrimental to sales.But since he came, he decided to go up and say hello to the owner.

So, Mailey went up to the shopkeeper and said, "Hello! I'm sorry to waste your precious time, I just want to say hello to you. I'm Mailey from Maple Leaf Clothing Company." Put on your business card.

Of course, McLeary knew that under such circumstances, it was impossible to sell successfully, and he just had the mentality of doing it again.But to Miley's surprise, the shopkeeper threw the business card on the ground without even looking at it, saying, "I don't need your stuff, please move away."

Seeing the other party's attitude, Miley was very angry, but suppressed the anger in his heart, bent down to pick up the business card that was thrown on the ground, and said, "I'm sorry to bother you!"

After learning of this situation, Miley's colleagues all thought that the store must not be captured, but half a month later, Miley still went to visit again.

When he came to the store, the owner was very embarrassed, and explained to Mai Li that his behavior that day was not intentional, but that he was in a bad mood at the time, so he did that kind of excessive behavior.Later, he readily accepted Mailey's sales and became Mailey's best customer.

It can be seen that successful salesmen are always brave enough to face rejections from customers.In fact, many times, being rejected by a customer doesn't mean the opportunity is lost forever.When a salesman encounters rejection, he must first maintain a good attitude, understand the customer's rejection psychology, face up to the rejection with tenacious professionalism, and an indomitable attitude. Don't be disheartened and give up. this work.If you persevere and focus all your thoughts and energy on resolving customer rejections, you will naturally win customers.

Saito Takenosuke, chief salesman of Japan World Life Insurance, said: "Sales is the persistence after being rejected by customers for the first time. Maybe you will be rejected dozens or hundreds of times in a row like me. However, in After dozens or hundreds of rejections, there will always be one time when the customer will agree to adopt your plan. For this one and only chance, the salesman is making desperate efforts, and the will and belief of the salesman are manifested in this."

A sales expert once said, "Every apparent attempt to sell creates a communication resistance." People just don't like being the target of a sale or meddling, especially by a stranger.They don't always have to hide when they see you approaching, but they will put up other forms of barriers, maybe even a defensive mask that hides their natural nature, and in order to be successful, you have to peel back that layer Faux shell.

There is definitely resistance in sales, if everyone is queuing up to buy the product, then the salesperson is useless, and the top salesperson will not be respected by people.Therefore, it is only natural that sales are rejected.

Good salespeople accept rejection as a regular occurrence and develop a habit of being rejected.They will always be psychologically prepared to be rejected, and have the confidence to conquer customer rejection. Such salespeople will complete the sale in a very short time. Even if they fail, they will calmly analyze the customer's rejection method and find out The way to deal with this kind of rejection is to deal with it calmly the next time you encounter this kind of rejection, and the transaction rate will be higher and higher.

The seedlings that are sold often bloom and bear fruit after a series of hard watering.Don't think about hitting the bull's-eye once, but try hard to think about how to impress the prospective customers, how to let the prospective customers discover their own needs and your enthusiasm for service.Because of his rejection, you have the opportunity to speak, understand the reason, and then attack the gap in one fell swoop, so being rejected is not a bad thing, but should be regarded as an opportunity to promote your sales work.From a psychological point of view, when a customer rejects you or treats you with a bad or unfriendly attitude, he will feel relatively uncomfortable, not because he is particularly happy when he is disrespectful.

The reason why many salespeople can't sell products well is because they only think about how much money they can make by selling a product. If you only think about how much you can make, then you will definitely encounter more rejections and you will receive more blow.

Please remember that we are not selling products to customers, but helping customers, helping customers solve difficulties, and providing the best service. Never ask customers whether they want it, but ask what kind of help we can provide to customers.So treating rejection with a positive attitude is the key to determining the success or failure of your sales career.

It is important to establish a correct sales mentality, but what is more important is to master the methods to prevent customers from rejecting or what the salesperson should do after being rejected by customers.The salesperson must remove the exclusivity in the customer's subconscious, and give him a good first impression.In the face of customers' distrust and resentment, you can't rush to introduce your products, but you should use the roundabout tactics of chatting to arouse customers' favor, give up your guard, and then introduce your products.

In the sales process, a common setback for salespeople is being rejected by customers.Especially for some door-to-door sales personnel, it is very normal to be rejected, but few salesmen can look at the matter of being rejected with a peaceful mind.In fact, for sales, in many cases, it is difficult to negotiate a deal for the first or second time, but if you dare to face this setback of rejection, use your sincere heart to make customers open their hearts , so that you will be closer to the customer, which will help the sales.

Reasons for customer refusal

Rejection is just a habitual reflex action of the customer, unless he buys after listening to the introduction-unfortunately, such a situation hardly exists.Generally speaking, when customers do not buy, they will look for reasons, but often will not tell the real reason, so you must learn to discover the real reason why the customer rejects you, calmly read the real situation of the customer, and will not be caught Customers are misled into some untrue reasons, and waste time and energy on handling objections that are impossible to have results, thereby facilitating business transactions.Usually, customers have the following situations for rejection:

customer is not interested
People are always interested in the issues they are interested in. Facts have also proved that people are more likely to have in-depth conversations with each other on topics that interest them, and they are more willing to invest more time and energy.Therefore, if the salesperson fails to attract the attention and interest of the customer, the sales will definitely be rejected by the customer.

Once, a sales executive brought a sales novice to discuss business with the general manager of a tent factory.According to their previous training content, the sales director gave all the talking points to the new salesman, that is, he led the conversation, showing the product and transaction details.

But unfortunately, the new salesman still couldn't convince the other party until they were about to leave.At this time, the sales director saw that the game was about to end, so he hurriedly took over and interjected: "I saw in the newspapers two days ago that many young people like outdoor activities, and often sleep in the wilderness, and they use the tents produced by your factory. Do not know is not true."

The general manager showed great interest in what I said, and immediately turned to me and talked: "Yes, our products have been very popular in the past two years, and they are all used by young people for outdoor play, because Our products are of high quality and durable..."

The general manager spoke with great interest for about 20 minutes, and they listened with great interest. When his words stopped for a while, the sales director skillfully introduced the topic to their products.After the general manager asked the sales director some detailed questions, he happily signed his name on the contract.

Through this sales, you can find that when you face customers who may refuse, you must do everything possible to arouse the interest of the other party. Only in this way can your sales have a good start.Moreover, customers' buying interest can be created.There is a bar in Bangkok, the capital of Thailand. There is a large wine barrel at the door, and four eye-catching characters are written on the wall of the barrel: "No peeking!" Passers-by thought it was very interesting, and ran over to see what happened.When you poke your head into the barrel, you will be greeted with a mellow and aromatic smell of wine, and the words "our wine is unique, please enjoy" can be seen faintly at the bottom of the barrel.Although people haven't made any new discoveries, many people have suddenly become addicted to alcohol, so they can't help but go into the store for a few drinks.The owner of this bar uses the method of "no peeking!" to stimulate the interest of customers. The more the boss says no peeking, the more interested people want to see. You don't want to let customers know that you are in business products, and this just makes customers eager to know.

In sales, salespersons not only need to know how to attract customers' interest, but also know how to satisfy customers' interests, and always lead customers forward, so as to improve sales performance.

Customers are unwilling to change
Most customers are resistant to change, and the salesperson's job has the meaning of bringing change to customers.For example, switching from the currently used A brand to B brand, taking part of the currently available income to purchase future protection, etc., are all about changing the current situation of your customers.Before accepting your product, some customers like to evaluate the pros and cons of the product based on past experience and experience.With the fixed consumption habits they have developed, they are not easily disturbed by external factors, nor are they moved by a certain feature of the product, so it is difficult to change easily.

At this time, you need to be able to impress their hearts. Once they form a purchase motivation for your product, they will not change easily, and sooner or later it will always lead to purchase action.

Yada Ichiro can be said to be a master who knows how to change customers.He went to stores in Tokyo to sell safety toilets for the disabled.

He took the trouble to introduce the performance and use value of the safety toilet to the business executives of the store: "Due to physical obstacles, it is difficult for the disabled to defecate. This safety toilet is specially designed for them, and its sales prospects are quite broad."

But store business executives are taking a wait-and-see approach.Because they didn't know whether this kind of safety toilet would be sold, and it was unsightly to display the toilet in the window, so they politely declined Yata Ichiro in the end.

This put Yada Ichiro in a difficult situation.He got the idea to sell the safety toilet because of his son.His only son is a handicapped child. He needs help every time he defecates, which makes him sweat profusely and makes his son feel very painful. If things go on like this, there is no solution.

So he concentrated on developing a safety toilet specially for the disabled.After two years of research and development, it finally succeeded. He thinks that there are many disabled people in the society, and there are many inconveniences in life, which has caused many difficulties for himself and his family.If this kind of safety toilet is popularized, it will not only reduce the difficulties of the disabled, but also make considerable profits for himself, so he applied for a patent for the safety toilet and invested all his property in the production of the safety toilet. up the wall.

When he was desperate, one of his close friends gave him an idea.At that time, the business of ordering by telephone was already prevalent in Japan.A few days later, many department stores in Tokyo received orders like this:

"Excuse me, does your store have safety toilets for the disabled?"

"Sorry, this store does not supply this kind of goods, please go to other stores to ask."

Other stores have received the same call and are also unavailable.Due to the many calls received for this kind of order, the store paid attention to it, and reported this situation to the department store to which it belonged.

Department stores attach great importance to this "information", and they want to purchase goods quickly to meet the needs of the store's business. Finally, they remembered that a person named Ichiro Yada once came to promote this kind of goods, and they rejected them at that time. Now it seems that It was a mistake.Therefore, they took the initiative to visit Yada Ichiro, and bought a large number of safety toilets from him, so that Yada Ichiro's backlog of products could be sold at once, and a considerable profit was obtained.

In fact, all the order calls were made by Yada Ichiro through his friends.And after the safety toilet is listed, there are many buyers, because it really brings convenience to the disabled.

From Yada Ichiro's experience, we can see that customers are willing to change, as long as the value brought by your product is greater than the price he pays for the change.For a commodity to customers, different customers have different needs, and the commodity also has different values.As a salesman, you must sell according to the customer's psychology and the value of the product. If necessary, you must also impress the customer to change the previous choice.This is where the salesman's ability is exercised, and it is the most challenging aspect of sales work.

Customer needs are not met
The customer's needs cannot be fully met, so they cannot agree with the products you provide.Salespeople need to understand a truth: customers only choose what they want, even if other things are of high quality and low price, if they don't need them, it is completely meaningless to them.

Once, Hopper, an American negotiator, was entrusted to represent a large company to purchase a coal mine in Ohio.The mine owner is a tough negotiating opponent. On the negotiating table, he offered the price of the coal mine - 2600 million US dollars.Herb's counteroffer was $1500 million.

"Sir, you are not joking, are you?" the mine owner said gruffly.

"Absolutely not, but please tell us your actual selling price so we can consider it."

"There is nothing to say, the actual selling price is 2600 million US dollars." The position of the mine owner is unwavering.

Negotiations continue.Hopper's bid gradually increased, from US$1800 million to US$2000 million to US$2100 million to US$2150 million, but the mine owner still refused to make any concessions with the attitude of being overwhelmed.Offers were at a standoff between $2150 million and $2600 million, with negotiations deadlocked and neither side moving.Obviously, in this case, it is impossible to make creative progress by focusing only on the results. Since Hopper did not have information about the opponent's needs, it was very difficult to reformulate the content of the negotiation.

Why didn't the miners accept this apparently fair price?He Bo thought hard, but couldn't understand it.So He Bo had to invite the mine owner to dinner one meal after another. Every time he had a meal, He Bo had to explain to the mine owner that the final counter-offer made by the company was reasonable, but the attitude of the mine owner was always hesitant. For him.One night, the mine owner finally answered Hopper's repeated explanation: "My brother's coal mine sold for $2550 million, with some side benefits."

"So that's how it is." Ho Bo's heart suddenly brightened, "That's why he sticks to that price. He has other needs, so it's our negligence."

Grasping this important information, He Bo immediately met with the relevant personnel of the company. He said: "We must first find out exactly how much his brother's company is getting, and then we can discuss our quotation. Obviously we must first deal with the opponent's The important question of individual needs has nothing to do with market prices."

The company agreed with He Bo's opinion, and He Bo negotiated according to this idea. Soon, the negotiation successfully reached an agreement. The final price did not exceed the company's budget, but the payment method and additional conditions made the mine owner feel that he had gone far. stronger than his brother.

It can be seen that if a salesperson wants to truly recognize the customer's intention, he must first stand in the customer's position, understand the other party's ideas and needs, find out the breakthrough of the problem, and then he can prescribe the right medicine and achieve his sales goal.

Therefore, the salesperson must pay attention: before the purchase behavior of every customer, there will be an idea-what needs can I meet when I buy this product?And the answer lies in the following points:
1.Wanted: health, time, money, security, appreciation, comfort, youth and beauty, fulfillment, self-confidence, growth and progress, longevity.

2.Want to be: good parent, approachable, hospitable, modern, creative, property owner, influential to others, efficient, recognized.

3.Hope to do: express their personality traits, maintain a private sphere, satisfy curiosity and imitation, appreciate beautiful people or things, gain the emotions of others, and constantly improve and progress.

4.Hope to have: what others "have", what others "don't have", and what others are "better".

(End of this chapter)