Focus on shifting the customer's attention, not the customer's resistance. How to effectively transfer customer's attention?
Reconstruction is better than destruction
Means: Do not negate and oppose the customer's objections, but took his opposition without leaving a mark, expressed understanding and respect, and then tells the experience and witness that the product brings to other customers, causing the customer's attention. When the customer is interested, talk about the benefits of the product. Don't rush to talk about product features. Don't rush to talk about products and services to customers who don’t have an interest in them. Never. Only speak when the customer is interested in the product.
When you are opposed to the customer's objections, the customer will close the door to the soul that is open to you, although on the surface he is looking or hearing, and the actual situation is that the instinct is healing and looking for you.
The meaning of reconstruction is to help customers rebuild a better home, a better fact! It is as good as demolishing an old house to reconstruct. It is not as good as choosing a new site to rebuild a new, more ideal house.
Sales staff should never focus on the customer's resistance point or negative thinking. Always put time and energy in the construction of positive and beautiful things.
It's better to rebuild than to break. Because of the reconstruction (new), it is naturally easy to break (old). Please pay attention to logic and order.
From this, the four major strategies for lifting customer resistance are:
The question is better than telling a good story than saying that Tai Chi is better than straight punches to create better than sabotage
Telephone sales staff to lift customer resistance method one: ask better than to say
There are three types of customer demand: explicit demand, potential demand, and implicit demand. Most people only pay attention to the explicit needs of customers, that is, the needs expressed in words. This is the basis. But relatively large-value products also need to understand the potential needs and hidden needs of customers in order to easily facilitate transactions. The so-called potential demand means that he wants to obtain the benefits that the product brings him; the implicit demand means that the customer has not yet realized and the sales person can understand the demand through effective questioning.
If a good salesperson can effectively find and meet such implicit needs as customers, the success rate is greatly enhanced. Regardless of the type of demand, the most effective and fastest way to understand is to ask questions effectively. Facing unfamiliar customers, although we must learn a lot of skills, such as the skills of seeing and seeing things, the most direct and effective way is not to ask more quickly and efficiently. People in the world only know best what they need most. So ask the customer, simple and effective.
There are two types of effective questioning. One is open questioning. It is mainly used to establish an affinity trust relationship and understand each other's values. This is the basis and prelude of sales. The first type is closed-ended questions and is mainly used in the closing stage. , use cash or credit card? Is it delivery today or tomorrow? Is it three or five? The two types of questioning methods should be used flexibly. It cannot be changed. The purpose of the question is to clarify the needs of the customer and the three different types of needs. Therefore, it is necessary to learn to listen effectively, hear the heart, and hear the focus and core needs of the customer. Only by asking carefully, can you hear what you want to hear. Only intently ask, can we have a targeted response: what to say and how to say it.
Telemarketers Relieve Customer Rejection Method Two: Story is More Than Reason
Adults, especially experienced adults, like to reason with others. People who reason with people usually do not consciously play a condescending role and unconsciously damage the customer's self-esteem and status.
Therefore, when face to face with customers, try to tell stories as much as possible, so that the results will be better, so that it is more neutral. Because the people of the world hate the king's sales strategy. Tell other customers about the benefits and feelings of our products and services. This makes it easier to get credit, attract attention, and generate customer interest. The key to sales is not how good the product is, but above all it is to build a relationship of trust with the customer and raise awareness.
For example: Customers are too expensive. You said: "Yes, just a customer just said the same thing. Afterwards, after my explanation, he himself compared and realized that the material and workmanship were indeed exquisite and the price was too high. He bought two sets at once. â€
Telephone sales staff to lift customer resistance method 3: Tai Chi is better than straight punch
Compared with Western boxing, Tai Chi has more flexibility. Sales personnel should absorb nutrition from it. When customers raise objections, you may take it up neutrally to show that I understand what you mean and I feel your feelings. I respect Your opinion, I like your directness, etc., so that customers continue to maintain their desires and interests. When customers speak more, sales staff will understand the more customers, the more they can find the customer's values ​​and preferences. Only knowing that the customer is getting more and more, can we say that if it is helpful to the customer, if it is beneficial, it will promote the sales of the product. Otherwise, if the customer does not speak, you have no way!
When the customer’s objection is not directly opposed, his heart will not be fortified. The content you speak may be directly input into his brain, forming focus and attention. When the customer resists, you only have to take up the topic. “Yes, the question you are talking about is...†and use the words “and at the same time, if it’s not†to show the point you want to express.
Telemarketing staff lift customer resistance method four: accept better than opposition
Or that creation is better than destruction. To build a better habit to replace bad habits. To help customers build a better vision to replace the unfavorable situation. Always use positive thinking and behavior patterns to guide customers to take action. If you violate this basic conscience and the principle of good faith, you would rather not sell. Because this is contrary to the basic professional ethics of the sales person, you must never do anything to harm morality.
Another implication of accepting opposition over opposition is that there is little or no relationship between a customer’s purchase of a product and his original values. Because all the words are not necessarily true, or some of the expressed language has been intentionally or unintentionally filtered out. Accepting different opinions does not mean that your values ​​have been changed. It will only make your value system closer to the laws of nature, the law of the universe, or more perfect.
Here, please pay attention to two precautions: First, prohibit words against customers, and second, do not quarrel with customers. As the saying goes, it wins the argument and loses people’s hearts. Win the face and lose.
Reconstruction is better than destruction
Means: Do not negate and oppose the customer's objections, but took his opposition without leaving a mark, expressed understanding and respect, and then tells the experience and witness that the product brings to other customers, causing the customer's attention. When the customer is interested, talk about the benefits of the product. Don't rush to talk about product features. Don't rush to talk about products and services to customers who don’t have an interest in them. Never. Only speak when the customer is interested in the product.
When you are opposed to the customer's objections, the customer will close the door to the soul that is open to you, although on the surface he is looking or hearing, and the actual situation is that the instinct is healing and looking for you.
The meaning of reconstruction is to help customers rebuild a better home, a better fact! It is as good as demolishing an old house to reconstruct. It is not as good as choosing a new site to rebuild a new, more ideal house.
Sales staff should never focus on the customer's resistance point or negative thinking. Always put time and energy in the construction of positive and beautiful things.
It's better to rebuild than to break. Because of the reconstruction (new), it is naturally easy to break (old). Please pay attention to logic and order.
From this, the four major strategies for lifting customer resistance are:
The question is better than telling a good story than saying that Tai Chi is better than straight punches to create better than sabotage
Telephone sales staff to lift customer resistance method one: ask better than to say
There are three types of customer demand: explicit demand, potential demand, and implicit demand. Most people only pay attention to the explicit needs of customers, that is, the needs expressed in words. This is the basis. But relatively large-value products also need to understand the potential needs and hidden needs of customers in order to easily facilitate transactions. The so-called potential demand means that he wants to obtain the benefits that the product brings him; the implicit demand means that the customer has not yet realized and the sales person can understand the demand through effective questioning.
If a good salesperson can effectively find and meet such implicit needs as customers, the success rate is greatly enhanced. Regardless of the type of demand, the most effective and fastest way to understand is to ask questions effectively. Facing unfamiliar customers, although we must learn a lot of skills, such as the skills of seeing and seeing things, the most direct and effective way is not to ask more quickly and efficiently. People in the world only know best what they need most. So ask the customer, simple and effective.
There are two types of effective questioning. One is open questioning. It is mainly used to establish an affinity trust relationship and understand each other's values. This is the basis and prelude of sales. The first type is closed-ended questions and is mainly used in the closing stage. , use cash or credit card? Is it delivery today or tomorrow? Is it three or five? The two types of questioning methods should be used flexibly. It cannot be changed. The purpose of the question is to clarify the needs of the customer and the three different types of needs. Therefore, it is necessary to learn to listen effectively, hear the heart, and hear the focus and core needs of the customer. Only by asking carefully, can you hear what you want to hear. Only intently ask, can we have a targeted response: what to say and how to say it.
Telemarketers Relieve Customer Rejection Method Two: Story is More Than Reason
Adults, especially experienced adults, like to reason with others. People who reason with people usually do not consciously play a condescending role and unconsciously damage the customer's self-esteem and status.
Therefore, when face to face with customers, try to tell stories as much as possible, so that the results will be better, so that it is more neutral. Because the people of the world hate the king's sales strategy. Tell other customers about the benefits and feelings of our products and services. This makes it easier to get credit, attract attention, and generate customer interest. The key to sales is not how good the product is, but above all it is to build a relationship of trust with the customer and raise awareness.
For example: Customers are too expensive. You said: "Yes, just a customer just said the same thing. Afterwards, after my explanation, he himself compared and realized that the material and workmanship were indeed exquisite and the price was too high. He bought two sets at once. â€
Telephone sales staff to lift customer resistance method 3: Tai Chi is better than straight punch
Compared with Western boxing, Tai Chi has more flexibility. Sales personnel should absorb nutrition from it. When customers raise objections, you may take it up neutrally to show that I understand what you mean and I feel your feelings. I respect Your opinion, I like your directness, etc., so that customers continue to maintain their desires and interests. When customers speak more, sales staff will understand the more customers, the more they can find the customer's values ​​and preferences. Only knowing that the customer is getting more and more, can we say that if it is helpful to the customer, if it is beneficial, it will promote the sales of the product. Otherwise, if the customer does not speak, you have no way!
When the customer’s objection is not directly opposed, his heart will not be fortified. The content you speak may be directly input into his brain, forming focus and attention. When the customer resists, you only have to take up the topic. “Yes, the question you are talking about is...†and use the words “and at the same time, if it’s not†to show the point you want to express.
Telemarketing staff lift customer resistance method four: accept better than opposition
Or that creation is better than destruction. To build a better habit to replace bad habits. To help customers build a better vision to replace the unfavorable situation. Always use positive thinking and behavior patterns to guide customers to take action. If you violate this basic conscience and the principle of good faith, you would rather not sell. Because this is contrary to the basic professional ethics of the sales person, you must never do anything to harm morality.
Another implication of accepting opposition over opposition is that there is little or no relationship between a customer’s purchase of a product and his original values. Because all the words are not necessarily true, or some of the expressed language has been intentionally or unintentionally filtered out. Accepting different opinions does not mean that your values ​​have been changed. It will only make your value system closer to the laws of nature, the law of the universe, or more perfect.
Here, please pay attention to two precautions: First, prohibit words against customers, and second, do not quarrel with customers. As the saying goes, it wins the argument and loses people’s hearts. Win the face and lose.
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