Under normal circumstances, customers who have disguised objections may express this way: "The product is good. Frankly speaking, I don't have enough money now. " "There is not much engineering work in the near future, and there is no demand for equipment", "Do your products have brands? Our business is not very good recently, and we have no plans to acquire it, and so on.
Concealing objections like this, if the salesperson gives up, is equivalent to giving up the sales opportunity easily, which is a common mistake made by ordinary salespeople. As a professional salesperson, you should have persistent professional habits and the spirit of constantly challenging yourself when you meet customers with disguised objections. Just like the same rose, people with mixed feelings see thorns, while optimists see flowers. Different mentality and mental model will lead to different results and destinies, and the basic mentality necessary for a sales expert is a positive mentality. Even if there is only a glimmer of hope, we should go all out to fight for it.
Only by not giving up lightly and persisting in efforts to discover and explore can we truly understand the real needs behind customers' disguised objections, so as to tailor solutions for customers, put forward feasible suggestions and pave the way for the success of the transaction.
Xiao Wang is a salesman of an electric equipment company. For some time, he has been negotiating with customer Mr. Zhang on equipment sales. But customer Mr. Zhang always said, "your products are very good, but our company doesn't have enough money on the books now." In this case, Xiao Wang's product sales will be prevaricated. After talking with Mr. Zhang for several times without finalizing the contract, Xiao Wang carefully analyzed the reasons for the customer's evasion and considered whether Mr. Zhang was really short of funds.
Therefore, after consulting with the internal senior management of the company, Xiao Wang decided that the equipment account could be paid by customers in installments to promote the order. Later, Xiao Wang once again visited Mr. Zhang, a customer, and sincerely told Mr. Zhang about his company's proposal on installment payment. When Mr. Zhang heard Xiao Wang's concession, he readily agreed, and said that the accounts would definitely arrive on time according to the contract, which also contributed to the signing of the contract.
From this case, we can see that in the face of this disguised objection, only by carefully analyzing the real reasons behind the customer, giving the other party good cooperation suggestions, and making the other party feel that you are sincere, can we establish a good cooperative relationship and reach a deal.
[Skillful touch of gold] When customers show objections in disguise during the purchase process, salespeople should keep a positive and optimistic attitude, proceed from the interests of customers, try to understand the real needs behind customer objections and provide feasible suggestions for customers.
First of all, make clear what is a feasible scheme.
The feasibility of the proposal mainly refers to the suggestions, opinions and requirements put forward, which should have the conditions and possibilities for implementation and be operable. A proposal, if it is convincing and scientific in the "reasons" part, and the suggestions and requirements put forward fully consider the objective conditions, is a good proposal with great possibility of adoption; On the contrary, regardless of the conditions and possibilities of implementation, the possibility of adoption is very small and can only be used as a reference.
The purpose of this proposal is to solve this problem. In order to really solve the problem, sales staff should make more efforts in the "suggestions and requirements" section, and build the suggestions on the basis of feasibility and operability.
Second, personalized sales-tailored solutions As a professional salesperson, you must have the ability to independently analyze customer needs. Through targeted, guided and relaxed conversation, help customers explore and clarify their real needs in life, and lay a solid foundation for creating tailor-made solutions in the next step.
"Customer-oriented" is the essence of sales staff's advice to customers, and it is also the service concept that sales staff should adhere to in the sales process. Only under the premise of helping customers understand the corresponding needs in different life stages can we tailor a plan that can really meet their needs according to the actual asset status and risk preference of customers.
Third, personalized management-strictly guarantee the interests of customers In order to ensure that customers can get personalized services and solutions, sales staff should also implement differentiated process management in the background operation and management, continuously improve service quality, and bring customers a truly "caring, assured and caring" all-round service.
In order to strictly guarantee the interests of customers, all salespeople have to undergo systematic and step-by-step training and continuous improvement, and undergo multi-stage rigorous assessment before they can go to the front line and provide customers with high-quality suggestions and services. At the same time, sales staff can also create a unique product recommendation "proposal" system, which makes the demand analysis and solutions provided to customers more standardized and professional, strengthens the service quality and enhances the trust of customers.
Fourth, the advice provided should be scientific.
The scientific nature of the proposal is an important condition whether it can be adopted or valued by the undertaking department, and it is also an important symbol reflecting the quality of the proposal. The main suggestion is to be well-founded and well-founded.
The so-called well-founded, that is, the proposal should be based on facts and objective; The narrative of the case should be clear and specific. This is a proposal, so it can be established. To do this, we must carefully investigate and verify the facts before writing the proposal. If the facts are not accurate, it is unscientific.
The so-called rationality is to make a scientific analysis and correct judgment on the causes of problems, which is the basis for putting forward feasible suggestions and requirements, and also reflects the analytical ability and theoretical level of the proposer.
The main part of providing suggestions has its own internal procedures, which can be understood as the trilogy of "problem-cause-suggestion", in which science plays an important leading role.
[Proverbs for handling customer objections] First, in the face of customer disguised objections, we should carefully analyze what is behind the customer objections, so as to prescribe the right medicine and promote the success of the order.
Second, in the face of the deep-seated reasons after analysis, we should provide some mutually beneficial suggestions to customers to facilitate the contract.
Third, adhering to the consistent concept of "customer demand-oriented", firmly grasp the customer's consumption psychology, boldly imagine, seriously verify, gradually guide and provide feasible suggestions.
Fourth, in the face of customers with disguised objections, we can't easily give up sales opportunities. This salesman often makes mistakes.
Fifth, remember: successful people are always looking for ways, and unsuccessful people are always looking for excuses.