如何處理客戶異議(已修改)
2025-01-26 22:00 本頁面
【正文】 Objection Handling 處理異議 Ja Yang OBJECTION HANDLING處理異議 We expect to課程目標(biāo) : ? Have a mon understanding of what is an “Objection”理解什么是“異議” ? Have a clear path to manage an Objection清楚如何處理異議 ? Be aware of why people raise Objections明白為什么會(huì)產(chǎn)生異議 ? Be aware of the profiles of who raise Objections了解有那些人會(huì)提出異議？ ? When do they make it 什么時(shí)候會(huì)提出異議？ ? Be aware of the benefits of questioning in objection handling 了解處理異議時(shí)提問的好處 ? Be aware of the importance of having objections during the sales campaign 了解在銷售活動(dòng)中處理異議的重要性 OBJECTION HANDLING After this session you should be able to課程結(jié)束后你能夠 : ? Understand and apply a proper technique to handle objections (you will need to practice on your own)掌握處理異議的技巧（平時(shí)自己也需要多練習(xí)） ? Be aware of the importance of questioning skills/listening skills知道提問 /聆聽技巧的重要性 ? Simulate a scenario in which you handle a Customer Objection 模擬一個(gè)如何處理客戶異議的情景 Why do people object? 為什么人們提出異議 90% of the time:90%的情況是因?yàn)椋? ? Fear, Doubt, Skepticism害怕，擔(dān)心，懷疑 ? Need more information需要更多信息 ? Solution unclear 產(chǎn)品 /方案不明確 ? Presentation Unclear你的陳述不夠清楚 ? You did not listen你自己沒認(rèn)真聽 ? Customer did not listen客戶沒認(rèn)真聽 ? You did not qualify 你不稱職 ? Benefits don?t outweigh Costs/Risks 效果達(dá)不到期望值 Why do people object?為什么人們提出異議 10% of the time because they are:剩下的 10%在于： Enemies! = Competitors Champions! 敵人 =競爭對(duì)手的 Champions! What is an Objection?什么是異議？ A GREAT OPPORTUNITY…………! 很好的機(jī)會(huì)。！ Objection means interest! 異議意味著感興趣！ What is an Objection?什么是異議？ ? Excellent opportunity to educate the customer教育客戶的絕佳機(jī)會(huì) ? They allow you to build credibility 建立個(gè)人信譽(yù)的機(jī)會(huì) ? Demonstrate customer?s interest (at least, sensitivity) buying signals 表示出客戶的購買信號(hào)或興趣 ? Determine your position in Sales Cycle 判斷你在這個(gè)銷售過程中的位置 ? Natural part of the buying process 購買過程中很自然要發(fā)生的 ? Objections are very revealing of Decision criteria, power chart, personal win, petition揭示了決策標(biāo)準(zhǔn)，權(quán)力圖，個(gè)人影響力等等 ? allow to Get next steps 幫助邁向下一步 ? allow to Qualify people 幫助識(shí)別客戶 ? Allow to define decision criteria and decision process 幫助確認(rèn)決策標(biāo)準(zhǔn)，流程 ? An opportunity to differentiate T3 from the petition把 TD和其他競爭產(chǎn)品區(qū)分開的一個(gè)機(jī)會(huì) What is an objection什么是異議？ ? This is why Objections reveal a lot about customer這就是為什么異議揭示了客戶的很多信息 This is a “well objection handled” Customer 這是一個(gè)“異議處理的很好”的客戶（坦誠相見了） Remember!切記！ ? People generally don?t deliberately 會(huì)故意撒謊 ? People are generally in good faith. 人們普遍都比較善意 ? Sometime they only omit to tell all the details because we do not listen to them. 有些時(shí)候他們不愿透露更多細(xì)節(jié)是因?yàn)槲覀儧]有認(rèn)真聆聽。 OBJECTION HANDLING 處理異議 Handling Objections, Sales People often處理異議的時(shí)候，銷售人員會(huì)經(jīng)常： ? Ask with no aim (Not prepared)沒有目標(biāo)的詢問（沒有準(zhǔn)備好） ? Ask inaccurately! (linguistic problems)問的過于寬泛（語言表達(dá)問題） ? Do not ask! (Afraid)不去問（害怕） ? Do not listen to the answers (I keep going my way)沒有認(rèn)真聽回答（自顧自的） ? Make many assumptions, 想當(dāng)然的 ? Do not build questioning on the basis of the answers received. (I keep going my way)不是基于聽到的回答進(jìn)行發(fā)問（自顧自的） ? Think at the response immediately不假思索的就回答 ? Respond without thin
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