※ [本文转录自 jhs_art 看板] 作者: christines (我就是我￾N) 看板: jhs_art 标题: Selling Like a Pro: Handling Objections-Part 3 (II) 时间: Thu Aug 19 22:28:21 2004 涟桦国际商务电子报--Business Tips == Job Smart == Selling Like a Pro: Handling Objections-Part 3 (II) 专业行销人员的销售技巧: 处理客户的异议 Part 3 (II) --By Terri Pebsworth-- *涟桦国际商务英文训练中心着作权所有请勿私自转载!!! (Y19-2) www.salespro.com.tw 国际商务菁英领袖研习营 Selling Like a Pro: Handling Objections-Part 3 (II) If you hear an objection and begin your response by saying that the customer is wrong, i.e. “No, our price isn’t too high,” you will create an argumentative situation by opposing the customer. This will probably cause them to defend their thinking. If you argue with the customer, you will never win. In other words, if you oppose them or argue with them, you will never get the order. The first thing that you must do is stop and think for a moment about the objection itself. If you give a quick answer to the objection, it will seem as though you don’t take the customer’s concerns seriously. It may also appear as though you have heard the very same objection many times from other customers, and therefore, have already prepared an answer. You should agree with the customer, however before you can agree with them, you must clearly understand what they mean by the objection. Although a common objection like, “I think your price is too high,” may seem simple to understand, in fact, the potential customer could have many different reasons for thinking your price is too high. Find out why the customer thinks your price is too high. Does the customer really believe that your price is too high or is the customer simply trying to get a lower price that is closer to their target price? To find out why the customer said your price is too high, you must ask, i.e. “Why do you think our price is too high?” When you truly understand why the customer thinks your price is too high, you can agree with the meaning of what they have said, i.e. “I agree that it is important to buy products that truly meet your budget requirements.” 专业行销人员的销售技巧: 处理客户的异议 Part 3 (II) 如果当你听到客户反驳时，你就直觉认为客户是错的，并说 ”不!!我们的价格并不贵” 的话，你将可能与客户产生争执的情况，客户就会更坚持其想法，你就无法赢。也就是说，你不同意他们就很难达成交易。 所以你该怎麽做呢? 你必须停顿一下，并想想客户的问题。如果你马上回答客户的反驳时，似乎被认为你不太重视客户的问题，好像你已经遇太多类似的问题，也知道这答案，并准备好要来应付了事。接下来，你就要开始去同意客户的异见，但在同意之前，你必须完全了解整个异见的真正涵意。虽然像 ”你的产品价格太高” 的问题，很容易了解，但事实上客户也许有很多其他的原因，才会说你的价格太高。一定要找出为何客户相信你的价格太高。也许客户真的认为太高、也可能只是在上唬你，目的是想得到他们想要的价格。所以你可以这样问 ”为何你认为我们的产品价格太高呢？” -- 事情虽没想像中ㄉ好 却未必有想像中ㄉ糟 --

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