如何處理客戶異議-全文預(yù)覽
【正文】 d on this way?能繼續(xù)這樣嗎？ OBJECTION HANDLING處理異議 : Critical situation during questioning需引起注意的危險(xiǎn)情況： ? The meeting seems to be an inquiring… no info, poor info 會(huì)議中只是不斷詢問(wèn)。 ? It sounds like you thought changing already….聽(tīng)著似乎你已經(jīng)思考過(guò)改變了。？ – 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(gè)問(wèn)題，你們會(huì)答應(yīng)進(jìn)行下一步活動(dòng)嗎？ – Suppose that…假設(shè)。 Step 2 – Question提問(wèn) Question 提問(wèn) ? 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(lì) 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(tīng)到了哪些具體的？ Step 3 – Confirm確認(rèn) Confirm 確認(rèn) ? Restate what you?ve heard 重申你所聽(tīng)到的 ? Summarize it 總結(jié)一下 ? Make sure everyone in the room understands 確認(rèn)在場(chǎng)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(tīng)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(wèn)題 ? Is that what you are asking? 您是這個(gè)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(cuò)誤 – Skepticism懷疑 – Complaint抱怨 – Real drawback 真正的缺點(diǎn)（所引發(fā)的） Key phrase ? Misconception: Clarify對(duì)于概念錯(cuò)誤的：立即澄清 ? Skepticism: Prove懷疑：用方法證明 ? Complain: Action抱怨： 采取行動(dòng) ? Real drawback: Minimize真正的缺點(diǎn)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(wèn)是否解決了對(duì)方的異議 ? If not, repeat the step如果沒(méi)有，重復(fù)上述過(guò)程 ? If yes, action required 如果是，開(kāi)展下一步 ? Key questions ? Have I addressed your concern…?我有沒(méi)有回答好您所關(guān)心的。 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(méi)有目標(biāo)的詢問(wèn)（沒(méi)有準(zhǔn)備好） ? Ask inaccurately! (linguistic problems)問(wèn)的過(guò)于寬泛（語(yǔ)言表達(dá)問(wèn)題） ? Do not ask! (Afraid)不去問(wèn)（害怕） ? Do not listen to the answers (I keep going my way)沒(méi)有認(rèn)真聽(tīng)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(tīng)到的回答進(jìn)行發(fā)問(wèn)（自顧自的） ? Think at the response immediately不假思索的就回答 ? Respond without thinking what “l(fā)ives” behind the objection沒(méi)有認(rèn)真思考對(duì)方提的異議背后的真實(shí)意思。！ 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(gòu)買信號(hào)或興趣 ? Determine your position in Sales Cycle 判斷你在這個(gè)銷售過(guò)程中的位置 ? Natural part of the buying process 購(gòu)買過(guò)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
范文總結(jié)相關(guān)推薦
鄂ICP備17016276號(hào)-1