如何處理客戶(hù)異議(編輯修改稿)
2025-02-05 22:00 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 – Suppose your boss makes you decide, what will be your decision? 如果你的老板讓你來(lái)決定，你的決定是 ? –Suppose your colleagues have another idea…?如果你的同事有其他想法。？ –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(huì)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(diǎn)，接下來(lái)會(huì)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(hù)有異議，那很大程度上證明對(duì)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(wèn)者可以獲得很多信息 ? Practice and employ the technique you feel better with 不斷練習(xí)各種處理技巧 ? Improve 持續(xù)改進(jìn) ? Be accurately prepared on the most mon objections to handle it with credibility 對(duì)于常見(jiàn)異議要做好細(xì)致的準(zhǔn)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(shuō)過(guò)： “The Sooner You Start Talking, The Sooner You Start Losing.”越快開(kāi)口講話，就輸?shù)脑娇? “By Gathering Information you Gain Advantage。 By Giving Information you Give Away Advantage.”收集信息會(huì)獲得優(yōu)勢(shì)，只是一味提供信息就會(huì)喪失競(jìng)爭(zhēng)優(yōu)勢(shì) “Sell, Don?t ，而非說(shuō)教 ” OBJECTION HANDLING:處理異議： EXERCISE N. 1 練習(xí) 1 Objection: Changing is too expensive異議：改變成本太高了 1) encourage: 鼓勵(lì)： ? Interesting to hear ….很高興聽(tīng)到。 ? It sounds like you thought changing already….聽(tīng)著似乎你已經(jīng)思考過(guò)改變了。 ? May I make some question about it?我可以問(wèn)一些問(wèn)題嗎？ OBJECTION HANDLING處理異議 : 2) questions: 提問(wèn)： ? Current system is your first one?目前的系統(tǒng)是你們用的第一個(gè)嗎？ ? Have you got any benefits pared to past one?跟過(guò)去相比，你們獲得哪些好處呢？ ? Do you think is going to be your last solution? 你認(rèn)為它會(huì)是你最后一個(gè)方案嗎？ ? How do you evaluate cost? On price, on Roi?你是怎么評(píng)估成本的？?jī)r(jià)格？ ROI？ OBJECTION HANDLING處理異議 : 3) Confirm: 確認(rèn) ? Your pany already made changes你的公司已經(jīng)在做出改變 ? You had issues on learning, training, but you got benefits. 會(huì)面臨學(xué)習(xí)，培訓(xùn)這些問(wèn)題，但你會(huì)獲得一些好處。 ? You agree on Roi as criteria 你承認(rèn)用 ROI作為標(biāo)準(zhǔn)。 OBJECTION HANDLING處理異議 : 4) Respond : 回復(fù) ? I can understand Your position 我能理解你所處的位置 ? Feel, Felt, Found…..（會(huì)經(jīng)歷一個(gè)過(guò)程，從最初的‘覺(jué)得’到后面‘發(fā)現(xiàn)’確實(shí)有效果） ? More than 90% of our customers e from the same situation 我們 90%的客戶(hù)都面臨過(guò)這樣的問(wèn)題 ? All of them wanted to preserve existing productivity and improve efficiency at the same 。 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 forward 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(xún)問(wèn)。沒(méi)有任何信息或信息很少 ? The speaker thinks his answers have no importance…發(fā)言者認(rèn)為他的回答不重要 ? The questions show that you don?t care about the s
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