如何處理客戶異議-展示頁
2025-01-24 22:00本頁面
【正文】 泛（語言表達問題） ? Do not ask! (Afraid)不去問（害怕） ? Do not listen to the answers (I keep going my way)沒有認真聽回答（自顧自的） ? Make many assumptions, 想當然的 ? Do not build questioning on the basis of the answers received. (I keep going my way)不是基于聽到的回答進行發(fā)問（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沒有認真思考對方提的異議背后的真實意思。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。！ 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教育客戶的絕佳機會 ? They allow you to build credibility 建立個人信譽的機會 ? Demonstrate customer?s interest (at least, sensitivity) buying signals 表示出客戶的購買信號或興趣 ? Determine your position in Sales Cycle 判斷你在這個銷售過程中的位置 ? Natural part of the buying process 購買過程中很自然要發(fā)生的 ? Objections are very revealing of Decision criteria, power chart, personal win, petition揭示了決策標準，權(quán)力圖，個人影響力等等 ? allow to Get next steps 幫助邁向下一步 ? allow to Qualify people 幫助識別客戶 ? Allow to define decision criteria and decision process 幫助確認決策標準，流程 ? An opportunity to differentiate T3 from the petition把 TD和其他競爭產(chǎn)品區(qū)分開的一個機會 What is an objection什么是異議？ ? This is why Objections reveal a lot about customer這就是為什么異議揭示了客戶的很多信息 This is a “well objection handled” Customer 這是一個“異議處理的很好”的客戶（坦誠相見了） Remember!切記！ ? People generally don?t deliberately 會故意撒謊 ? People are generally in good faith. 人們普遍都比較善意 ? Sometime they only omit to tell all the details because we do not listen to them. 有些時候他們不愿透露更多細節(jié)是因為我們沒有認真聆聽。 OBJECTION HANDLING 處理異議 Remember!切記！ ? Focus on the customer, not just the right answer.把注意
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