如何處理客戶異議-文庫吧
2025-01-08 22:00 本頁面
【正文】 king what “l(fā)ives” behind the objection沒有認真思考對方提的異議背后的真實意思。 OBJECTION HANDLING 處理異議 Remember!切記！ ? Focus on the customer, not just the right answer.把注意力放在客戶身上，而非為了得到一個正確的回答 ? Earn the Right to Advance. 贏得先機 ? Persuade through 分的參與 Objection Handling Process 異議處理流程 ? Activity活動 : 1. Why we should be emphatic?為什么要表現(xiàn)出積極的情緒 ? 2. What happens if we respond immediately?如果馬上作答會發(fā)生什么？ can we be sure that we?re responding exactly?我們怎么確?；卮鸬恼_？ can we be sure we?re responding effectively?我們怎么確保回答的有效？ 5. What are the steps in the Objection Handling Process?異議處理流程有哪些步驟？ Objection Handling Process異議處理流程 ? 6 steps: 1. ENCOURAGING鼓勵 2. QUESTIONING提問 3. CONFIRMING確認 4. RESPONDING回答 5. CHECKING檢查 6. PROBINGACTION下一步 Step1 – Encourage鼓勵 Encourage鼓勵 ? Listen Observe 聆聽 觀察 ? Show empathy in order to diffuse antagonism表現(xiàn)積極點，避免對立情緒 ? Do not react 不要太多反應(yīng) ? Let them finish question聽他們說完問題 ? Turn confrontation into mutual problem solving轉(zhuǎn)變成共同來解決問題 ? Pay attention to body language 注意身體語言 Key Questions: 一些問題： I hear you, but I?m not sure I understand….我在聽，但我不太理解。 Please, explain….請解釋。 Can you Elaborate on that?能說的更具體些嗎？ That is really interesting….這點非常有趣。 Step 2 – Question提問 Question 提問 ? Play Colombo ? Get all objections on the table 了解所有異議 ? Flush out the real objection 找出真正的異議 ? Dig Deeper for understanding 挖掘更多信息幫助理解 ? Keep encouraging again and again 繼續(xù)鼓勵 Key phrases:一些句子： ? How do you do this now? 你現(xiàn)在是怎么做的？ ? What is the nature of your concern?您關(guān)注是基于？ ? What are your biggest concerns?你最關(guān)心的是什么？ ? What specifically do you hear?您聽到了哪些具體的？ Step 3 – Confirm確認 Confirm 確認 ? Restate what you?ve heard 重申你所聽到的 ? Summarize it 總結(jié)一下 ? Make sure everyone in the room understands 確認在場的人都明白了 ? Be sure you understand 你自己是否理解了 Key phrases: ? Let me restate what I think I heard讓我重復(fù)一下我聽到的 ? In case others did not hear, I will repeat your question 為確保大家都理解了，我再重復(fù)您的問題 ? Is that what you are asking? 您是這個意思嗎？ Step 4 – Respond回答 Respond 回答 It depends from the “type” of the We can divide Objections into 4 categories:可以劃分為 4類 – Misconception 概念錯誤 – Skepticism懷疑 – Complaint抱怨 – Real drawback 真正的缺點（所引發(fā)的） Key phrase ? Misconception: Clarify對于概念錯誤的：立即澄清 ? Skepticism: Prove懷疑：用方法證明 ? Complain: Action抱怨： 采取行動 ? Real drawback: Minimize真正的缺點引發(fā)的：弱化影響 Step 5 – Vefify檢查 Verify 檢查 ? Ask if you have addressed the objection,詢問是否解決了對方的異議 ? If not, repeat the step如果沒有，重復(fù)上述過程 ? If yes, action required 如果是，開展下一步 ? Key questions ? Have I addressed your concern…?我有沒有回答好您所關(guān)心的。？ ? Do you have any other question about…?您有其他的問題嗎？ ? Can we go ahead with this proposal…..?我們是不是可以進行下一步了。？ OBJECTION HANDLING處理異議 If YES, We can go ahead and test….如果是，我們可以繼續(xù)往前了 ? Establish a condition:設(shè)定一個條件： – If we….. Will you?如果我們。你會不會。？ – Suppose that I resolve the problem you just told me answering my questions, would you do mit for this specific next step within this period? 如果我解決掉這個問題，你們會答應(yīng)進行下一步活動嗎？ – Suppose that…假設(shè)。 OBJECTION HANDLING處理異議
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