如何處理客戶(hù)異議(文件)
【正文】 gives can be used against him 發(fā)言者害怕他提供的信息會(huì)對(duì)他不利 ? He doesn?t understand the meaning of the questions and loses his patience 沒(méi)有理解問(wèn)題的含義并失去耐心 ? In spite of the forecast, he isn?t interested in 不感興趣 OBJECTION HANDLING處理異議 : What will you do?你該怎么做 Change role: from questioning to informing till he reassures himself: metrics, references, nice story, add value! 改換角色：從提問(wèn)到鼓勵(lì)直到對(duì)方得到寬慰，通過(guò) metrics,客戶(hù)參考，故事，增加價(jià)值等！ ? Make questions and give info, at the same time同時(shí)提問(wèn)并給予信息 – The skill consists of making essential questions in the right way and at the right time 技巧包括何時(shí)何地問(wèn)什么樣的問(wèn)題 –It?s very important to show that the speaker?s info are necessaries and turn them to his advantage告訴發(fā)言者他們的信息很必要，很有價(jià)值 OBJECTION HANDLING處理異議 Step 1: ACTION Make the offer (next step)行動(dòng)帶來(lái)訂單（下一步） ? What about having a demo on Thursday?何不這周四舉行一個(gè) demo? ? What about you to anize a meeting with Mr. higher level/ etc…?你能組織一個(gè)會(huì)議，邀請(qǐng)高層 /購(gòu)買(mǎi)決定者參加。我們已經(jīng)實(shí)施了很多年，我想沒(méi)必要再討論這個(gè)問(wèn)題了 OBJECTION HANDLING處理異議 Step 4: Confirm: Key questions確認(rèn)： ? Let me restate what I think I heard讓我重復(fù)一遍我聽(tīng)到的 ? In case other?s did not hear, I will repeat your question 為確保所有人都聽(tīng)到了，我再重復(fù)一遍你的問(wèn)題 ? Is that what you are asking? 你是問(wèn)的這個(gè)意思嗎？ Example 舉例 ? Well, Let me recap what you just told me. You are telling me that it has been tough to reach the results you are getting with Pro/E and you are not willing to start again? 我總結(jié)下您剛才說(shuō)的。 , February 6, 2023 ? 雨中黃葉樹(shù)，燈下白頭人。 :11:0109:11:01February 6, 2023 ? 1他鄉(xiāng)生白發(fā)，舊國(guó)見(jiàn)青山。 2023年 2月 6日星期一 9時(shí) 11分 1秒 09:11:016 February 2023 ? 1做前，能夠環(huán)視四周；做時(shí)，你只能或者最好沿著以腳為起點(diǎn)的射線向前。 :11:0109:11Feb236Feb23 ? 1世間成事，不求其絕對(duì)圓滿(mǎn)，留一份不足，可得無(wú)限完美。 。 , February 6, 2023 ? 閱讀一切好書(shū)如同和過(guò)去最杰出的人談話。勝人者有力，自勝者強(qiáng)。 2023年 2月 6日星期一 9時(shí) 11分 1秒 09:11:016 February 2023 ? 1一個(gè)人即使已登上頂峰，也仍要自強(qiáng)不息。 2023年 2月 6日星期一 上午 9時(shí) 11分 1秒 09:11: ? 1最具挑戰(zhàn)性的挑戰(zhàn)莫過(guò)于提升自我。 :11:0109:11Feb236Feb23 ? 1越是無(wú)能的人，越喜歡挑剔別人的錯(cuò)兒。 2023年 2月 6日星期一 9時(shí) 11分 1秒 09:11:016 February 2023 ? 1空山新雨后，天氣晚來(lái)秋。 :11:0109:11:01February 6, 2023 ? 1意志堅(jiān)強(qiáng)的人能把世界放在手中像泥塊一樣任意揉捏。 , February 6, 2023 ? 很多事情努力了未必有結(jié)果，但是不努力卻什么改變也沒(méi)有。 。 :11:0109:11Feb236Feb23 ? 1故人江海別，幾度隔山川。 am not fully satisfied because only 4 out of 22 users are up to speed…. 我不太滿(mǎn)意，以為 22個(gè)人里只有 4個(gè)達(dá)到速度。裝配”是什么意思嗎？ OBJECTION HANDLING處理異議 Step 4: Confirm確認(rèn) Customer Answer:客戶(hù)回答： We manufacture Machines and we need Large Assembly features. Pro/E is the best product to handle Large Assembly. It?s been a long way to implement it and I do not feel fortable to bring into discussion this decision 我們制造機(jī)器，需要大裝配功能。 OBJECTION HANDLING處理異議 : 5) Respond: 回復(fù) ? Let analyze one issue at the time and understand your needs 我們一個(gè)一個(gè)來(lái)分析，確認(rèn)您真正需要的 ? We know there are some cost related to training and changing 的確會(huì)因?yàn)榕嘤?xùn)，改變等產(chǎn)生一些成本 ? We all know there is a cost even in NOT changing但如果不改變也會(huì)發(fā)生成本 ? I?d like to show you some case studies about benefits that customers similar to you got with our solutions 我可以給你看一些跟你情況類(lèi)似的客戶(hù)，用了我們的方案后的獲益情況 ? Do you have any other doubt?還有其他疑慮嗎？ OBJECTION HANDLING處理異議 : 6) Verify :檢查 ? Have we answered in a proper way?我們這樣回答合適嗎？ ? Can we move forwar
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