如何處理客戶異議-wenkub
2023-02-06 22:00:04 本頁面
【正文】 ling 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。Objection Handling 處理異議 Ja Yang OBJECTION HANDLING處理異議 We expect to課程目標 : ? 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明白為什么會產(chǎn)生異議 ? Be aware of the profiles of who raise Objections了解有那些人會提出異議？ ? When do they make it 什么時候會提出異議？ ? Be aware of the benefits of questioning in objection handling 了解處理異議時提問的好處 ? Be aware of the importance of having objections during the sales campaign 了解在銷售活動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（平時自己也需要多練習） ? 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%的情況是因為： ? Fear, Doubt, Skepticism害怕，擔心，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你自己沒認真聽 ? Customer did not listen客戶沒認真聽 ? You did not qualify 你不稱職 ? Benefits don?t outweigh Costs/Risks 效果達不到期望值 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 =競爭對手的 Champions! What is an Objection?什么是異議？ A GREAT OPPORTUNITY…………! 很好的機會。 Please, explain….請解釋。？ 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。？ –Suppose we do this …What will it happen later on? (Next Step)假設(shè)我們這樣做了，下一步會怎么樣？ – Suppose that I show you that think design can do this, then what happen?如果我向你證明ThinkDesign能做到這點，接下來會如何？ OBJECTION HANDLING處理異議 Summary總結(jié) ? An objection rarely means that the customer does not want think design如果客戶有異議，那很大程度上證明對方有興趣 ? We can learn a great deal from the objection itself and from who asked it 從異議本身和提問者可以獲得很多信息 ? Practice and employ the technique you feel better with 不斷練習各種處理技巧 ? Improve 持續(xù)改進 ? Be accurately prepared on the most mon objections to handle it with credibility 對于常見異議要做好細致的準備 OBJECTION HANDLING處理異議 Some phrases of great sales guys….一些偉大的業(yè)務(wù)員曾說過： “The Sooner You Start Talking, The Sooner You Start Losing.”越快開口講話，就輸?shù)脑娇? “By Gathering Information you Gain Advantage。 ? You agree on Roi as criteria 你承認用 ROI作為標準。 ? The speaker is afraid that the info he
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