【正文】 oper 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需引起注意的危險情況： ? The meeting seems to be an inquiring… no info, poor info 會議中只是不斷詢問。 ? You agree on Roi as criteria 你承認用 ROI作為標準。 ? It sounds like you thought changing already….聽著似乎你已經(jīng)思考過改變了。？ –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(xí)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。？ – 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? 如果我解決掉這個問題，你們會答應(yīng)進行下一步活動嗎？ – Suppose that…假設(shè)。？ 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。 Step 2 – Question提問 Question 提問 ? 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 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?您聽到了哪些具體的？ Step 3 – Confirm確認 Confirm 確認 ? Restate what you?ve heard 重申你所聽到的 ? Summarize it 總結(jié)一下 ? Make sure everyone in the room understands 確認在場的人都明白了 ? 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)您的問題 ? Is that what you are asking? 您是這個意思嗎？ 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 概念錯誤 – Skepticism懷疑 – Complaint抱怨 – Real drawback 真正的缺點（所引發(fā)的） Key phrase ? Misconception: Clarify對于概念錯誤的：立即澄清 ? Skepticism: Prove懷疑：用方法證明 ? Complain: Action抱怨： 采取行動 ? Real drawback: Minimize真正的缺點引發(fā)的：弱化影響 Step 5 – Vefify檢查 Verify 檢查 ? Ask if you have addressed the objection,詢問是否解決了對方的異議 ? If not, repeat the step如果沒有，重復(fù)上述過程 ? If yes, action required 如果是，開展下一步 ? Key questions ? Have I addressed your concern…?我有沒有回答好您所關(guān)心的。 Please, explain….請解釋。 OBJECTION HANDLING 處理異議 Handling Objections, Sales People often處理異議的時候，銷售人員會經(jīng)常： ? Ask with no aim (Not prepared)沒有目標的詢問（沒有準備好） ? Ask inaccurately! (linguistic problems)問的過于寬