Seven Methods To Deal With Customer Objections

1. turning point method

The pitional approach is a common method of sales promotion, that is, the salesperson indirectly negates the customer's opinion based on the facts and reasons.

The application of this method is first of all to recognize the views of customers, that is, to make certain concessions to customers, and then to speak out their own views.

If this method is not used properly, it may give customers more opinions.

In the process of using, we should use the word "but" as little as possible, but in actual conversation it contains "but" opinions, so that the effect will be better.

As long as we master this method flexibly, we will maintain a good atmosphere for negotiation and leave room for our talks.

Customers have suggested that the color of the clothing sold by the salesperson is out of date.

"Miss, you have a very good memory. This color has been popular several years ago.

I think you know that the trend of clothing is reincarnation, and now there are signs of this color regain.

This refutes customers' opinions easily.

2. conversion process

Transformation is handled by the objection of the customer himself.

The objection of customers has dual attributes. It is not only a barrier to trade, but also a trading opportunity.

If a salesperson can use his positive factors to counteract his negative factors, it is not a good thing.

This method is to directly use the objection of the customer to turn it into affirmative opinion, but when applying this technique, we must pay attention to etiquette and not hurt the feelings of customers.

This law generally does not apply to objections related to paction or sensitivity.

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3. the best remedy is inferior.

The best way is to compensate the poor.

If the objection of the customer is exactly in the defects of the service provided by the product or company, it must not be avoided or negated directly.

The wise way is to affirm the shortcomings, then dilute the process, make use of the advantages of the products to compensate or even eliminate these shortcomings.

This will help to achieve a certain degree of psychological balance and help customers make purchase decisions.

There is something wrong with the quality of the product we sell, and the customer just asks, "it's not good quality."

The salesperson can tell him calmly:

"There is something wrong with the quality of this product, so we have to deal with it at a reduced price.

Not only does it offer a lot of price concessions, but the company also ensures that the quality of this product will not affect your usage. "

In this way, the customer's doubts are dispelled, and the customers are encouraged by the price advantage.

This method focuses on psychological compensation for customers, so that customers can get a sense of psychological balance.

4. Euphemism

When a salesperson does not consider how to respond to a client's objection, he may first repeat the objection in a euphemistic tone or repeat it in his own words, which can weaken the momentum of the other party.

Sometimes switching to a statement will make the question easier to answer.

But it can only weaken and not change the views of customers, otherwise customers will think you are dissatisfied with their opinions.

The salesperson can ask after retelling: "do you think this statement is accurate?" and then proceed with the following to get customers' recognition.

For example, customers complain that the price is much higher than that of last year.

The salesman can say, "yes, the price is a bit higher than the previous year."

Then wait for the customers.

5. merger opinion method

The combined opinion method is to gather the opinions of customers into one opinion, or to discuss the objections of customers at a time.

In short, it is necessary to weaken the impact of objections on customers.

But we must be careful not to get entangled with one objection, because people's thinking is associated, and a lot of objections are often derived from one opinion.

The way to get rid of it is to shift the topic immediately after answering the objection of the customer.

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6. refutation

Refutation means that the salesperson directly negates the objection of customers according to the facts.

Theoretically, this method should be avoided as far as possible.

It is easy to directly contradict each other, which makes the atmosphere rigid and unfriendly, making customers hostile, and is not good for customers to accept the opinions of salesmen.

But if a customer's objection is caused by a misunderstanding of the product, and the information you have on hand can help you explain the problem, you may as well speak frankly.

But pay attention to the attitude must be friendly and mild, it is best to quote quotes, so that it is persuasive, and at the same time allows customers to feel your confidence, thereby enhancing customer confidence in products.

The refutation method also has some shortcomings. This method can easily increase the psychological pressure of the customers, and it will hurt the self-esteem and self-confidence of the customers, and will not be conducive to the sales promotion.

7. cold treatment

For customers who have no objection to the paction, salesmen are best not to refute and adopt the method of ignoring the best.

Never let customers disagree or deal with other opinions if they have any objections. That will give customers the impression that you are always picking on him.

When customers complain about your company or their peers, they ignore the irrelevant paction and turn to what you want to say.

The customer said, "ah, you used to be a salesperson of * * company. The environment around your company is really bad, and the traffic is not convenient." although the fact is not necessarily the case, do not argue.

You can say, "Sir, please look at the product..."

Foreign marketing experts believe that 80% of the objections should be dealt with colder in the actual promotion process.

However, this method also has shortcomings, ignoring customers' objections, causing some customers' attention and causing customers' resentment.

And some objections are very important to customers' purchase. Salesmen are not allowed to take care of them. They are not good at dealing, or even lose sales opportunities.

Therefore, caution must be exercised in using this method.