【正文】 力放在客戶身上，而非為了得到一個正確的回答 ? Earn the Right to Advance. 贏得先機 ? Persuade through 分的參與 Objection Handling Process 異議處理流程 ? Activity活動 : 1. Why we should be emphatic?為什么要表現(xiàn)出積極的情緒 ? 2. What happens if we respond immediately?如果馬上作答會發(fā)生什么？ can we be sure that we?re responding exactly?我們怎么確保回答的正確？ can we be sure we?re responding effectively?我們怎么確?；卮鸬挠行?？ 5. What are the steps in the Objection Handling Process?異議處理流程有哪些步驟？ Objection Handling Process異議處理流程 ? 6 steps: 1. ENCOURAGING鼓勵 2. QUESTIONING提問 3. CONFIRMING確認 4. RESPONDING回答 5. CHECKING檢查 6. PROBINGACTION下一步 Step1 – Encourage鼓勵 Encourage鼓勵 ? Listen Observe 聆聽 觀察 ? Show empathy in order to diffuse antagonism表現(xiàn)積極點，避免對立情緒 ? Do not react 不要太多反應 ? Let them finish question聽他們說完問題 ? Turn confrontation into mutual problem solving轉變成共同來解決問題 ? Pay attention to body language 注意身體語言 Key Questions: 一些問題： I hear you, but I?m not sure I understand….我在聽，但我不太理解。 Can you Elaborate on that?能說的更具體些嗎？ That is really interesting….這點非常有趣。？ ? Do you have any other question about…?您有其他的問題嗎？ ? Can we go ahead with this proposal…..?我們是不是可以進行下一步了。你會不會。 OBJECTION HANDLING處理異議 – Suppose your boss makes you decide, what will be your decision? 如果你的老板讓你來決定，你的決定是 ? –Suppose your colleagues have another idea…?如果你的同事有其他想法。 By Giving Information you Give Away Advantage.”收集信息會獲得優(yōu)勢，只是一味提供信息就會喪失競爭優(yōu)勢 “Sell, Don?t ，而非說教 ” OBJECTION HANDLING:處理異議： EXERCISE N. 1 練習 1 Objection: Changing is too expensive異議：改變成本太高了 1) encourage: 鼓勵： ? Interesting to hear ….很高興聽到。 ? May I make some question about it?我可以問一些問題嗎？ OBJECTION HANDLING處理異議 : 2) questions: 提問： ? Current system is your first one?目前的系統(tǒng)是你們用的第一個嗎？ ? Have you got any benefits pared to past one?跟過去相比，你們獲得哪些好處呢？ ? Do you think is going to be your last solution? 你認為它會是你最后一個方案嗎？ ? How do you evaluate cost? On price, on Roi?你是怎么評估成本的？價格？ ROI？ OBJECTION HANDLING處理異議 : 3) Confirm: 確認 ? Your pany already made changes你的公司已經在做出改變 ? You had issues on learning, training, but you got benefits. 會面臨學習，培訓這些問題，但你會獲得一些好處。 OBJECTION HANDLING處理異議 : 4) Respond : 回復 ? I can understand Your position 我能理解你所處的位置 ? Feel, Felt, Found…..（會經歷一個過程，從最初的‘覺得’到后面‘發(fā)現(xiàn)’確實有效果） ? More than 90% of our customers e from the same situation 我們 90%的客戶都面臨過這樣的問題 ? All of them wanted to preserve existing productivity and improve efficiency at the same 。沒有任何信息或信息很少 ? The speaker thinks his answers have no importance…發(fā)言者認為他的回答不重要 ? The questions show that you don?t care about the situation and the speaker… 你提的問題說明你沒有注意當時情況和發(fā)言者。？ ? What about signing a PO after the demo?做完 demo就簽單怎么樣？ ? What about flying to Italy to visit the former think3 biggest European customer (GD..)?想不想去意大利參觀歐洲的客戶？ OBJECTION HANDLING處理異議 Step 2: Get a objection, get a NO出現(xiàn)異議，被答復說“ No” Customer:客戶： ? Well, I am not sure if I am willing to anize this demo with my boss for next week because I?m not sure that you are able to handle large assemblies我不確信我是否能組織一個 demo并邀請老板參加，因為我還不能確認你能不能做大裝配 OB