Chapter 39 Chapter 7 Dealing with Excuses: Turning Rejection into a Sales Opportunity

"I'm busy now, please come back another day!" When the customer refuses in this way, how should the salesperson "cope"? Generally speaking, this is nothing more than an excuse for customers.Therefore, the salesperson should quickly and accurately see whether it is "really busy" or "fake busy".If the other party is "really busy", the following two methods should be adopted to deal with it: "Seeing that you are so busy at work, I'm really sorry to disturb you. How about it! Just 5 minutes, please take 5 minutes to listen to me, okay? I'll leave immediately after I finish speaking."

For a really busy customer, if you make an appointment with him for "5 minutes" in advance, he may also be willing to take the 5 minutes to listen to your explanation.Otherwise, the mentality of "I don't know how long this person will talk to me" will make him hesitate. When a customer declines, the salesperson would rather say, "I'm sorry to bother you. Then I'll come back another day." Instead of waiting for the customer to say, "I mean no!" before leaving. The important thing is that you have said "Come back sometime", not only telling yourself, but also telling the other party: Soon, you will visit again.At the same time, you must remember to leave with a good attitude and don't make the other party feel disgusted.

In the sales process, the salesperson may also often encounter customers who say: "Please come back another day! I won't buy today." "I don't need it now, let's talk about it in a few days!" Under normal circumstances, customers who make such excuses belong to the following two types of people: The first type: Sensitive, able to take care of each other's position, very particular about politeness. The second type: indecisive, unable to give the other party a clear answer. This kind of customers seems calm and easy to approach, but in fact, it takes a lot of work to convince them.After a brief conversation between the two parties, if the other party's willingness to "please come back another day" remains unchanged, the salesperson will change tactics.

"I'm sorry to disturb you. I'll call on you another day, then." It's not uncommon for a salesperson to be "closed" by a customer during their first visit.Therefore, we have to make persistent efforts to conduct a second visit, but if the second answer is still the same as the first, then there is little hope of success in this business. When this type of person is refusing, the salesperson should accept his opinion humbly: "Oh, that's the case, no wonder, now that prices are rising, anyone who buys something has to plan." If you then say "but..." it will be less effective.In such a situation, an experienced salesman should say: "Consider? Of course, an air conditioner costs thousands of yuan, no matter what, you can't just decide to buy it casually. The relevant state departments have made a A statistic, the statistic shows that 76 percent of our homes have air conditioning, which is pretty amazing.”

The number "76%" will invisibly make customers have the mentality of "then my family will be included in the remaining 24%", thus arousing customers' desire to buy. All in all, everything in interviewing customers should be determined according to the actual situation, either "persevere to the end" or "leave at the right time".Of course, the most "safe" method is to give the product manual to the customer first, and then visit after two days. In the face of the salesperson's promotion, even those customers who really have needs will often say things like "I want to think about it" and "Let me think about it".Know that these words are just an excuse, not a real reason for rejection.As long as the salesman finds out the real reasons for rejection and solves them creatively, there is a possibility of successful sales.

So how does the salesperson respond when the customer says, "Well, this plan looks pretty good, I'll take a look." As the saying goes, "strike while the iron is hot".The same goes for sales promotion.Assuming that the customer says "I'll think about it again", the salesperson should immediately find a way to resolve the objection when it first arises.At this time, you can say: "I'm really sorry. Please forgive me for not speaking well. My introduction must have made you unclear, otherwise you would not have said 'Let me think about it'. Can you share what you have said? Tell me about the things you are thinking about, and let me know, okay?" In this way, you can appear serious and sincere, and you can continue the conversation, making the client willing to continue the conversation.

The salesperson can also directly say to the customer: "Don't think so, just take a look at this sample first, and then talk about it. The special feature of this product is..." This is also to further stimulate the customer's desire to buy, step by step Guide customers to buy.Maybe the customer quickly grasped some key doubts from the information you provided, and it was these doubts that made the customer unable to make up his mind.At this time, the salesperson should stand in the position of the customer, proceed from his interests, and consider the solution to the problem together with the customer.

For example, a salesperson can use hints to tell a customer: "This is a very important question, shall we study it together?" Or say: "Indeed, as you can see, this is the most important place, and this is exactly what I want to recommend to you. The uniqueness of this product. Previously used diet foods required dieting, which made it difficult for people to lose weight. Endure, but this nutrient can do what you want while you're on your bodybuilding program, without the side effects..." Alternatively, say, "Sorry, I know you're busy, but I can't make it every day. I think your concern might be delivery! If it doesn't get in your way, let's talk it over!" "

In some cases, when the customer asks the salesperson to come back next time, you should follow closely and say to the customer directly: "Sir, please think about it. I will wait here for your decision after consideration." And remind him that I will answer all his questions until he makes a decision. "Sir, do you like the life insurance plan I designed for you?" After waiting for the other party to say yes, you can continue to say: "If you say you don't like this plan, then I will go back right away and won't bother you anymore. If You really like the plan, I just have to stay here and wait for you to sign."

Sales staff should ask customers why they want to reconsider, and carry out targeted solutions to encourage customers to buy. A salesperson is trying to recommend a new copier to a customer.The client also seemed interested, but said to think about it. "Excellent! Just thinking about it shows your interest, doesn't it?" After saying this sentence, you must remember to leave time for the customer to react, because their reaction usually plays a great role in assisting the salesperson in the next sentence. Clients usually say, "You're right, we're interested, we'll think about it."

Next, the salesperson should confirm that the customer will really consider: "Sir, since you are really interested, I can assume that you will seriously consider our product, right?" (Note: the word "consider" must be Say it slowly and with emphasis). Then the salesperson can give a lot of examples, because this will let customers know the benefits they get.Finally, the salesperson asked: "Sir, is there any possibility that it will be a matter of money?" If the other party determines that it's really about the money, the salesperson has broken the "I'll think about it" law.At this time, if the salesperson can handle it well, the business can be done. When a salesman comes to sell, he is likely to encounter such a customer. He will first ask the name of the product and the manufacturer, and then say: "Thank you, you worked very hard. But I'm sorry, I already bought it a few days ago." "I'm sorry, I can't buy from you, because my friend is there in the manufacturing factory, it seems unreasonable not to buy from my friend." Aiming at such excuses from customers, many salespersons are often at a loss what to do, and in the end they can only retreat and give up selling. In fact, this failure shows a lack of research by salespeople on how to deal with this counterargument.Indeed, when encountering such "unwavering" customers, people will not know how to speak, especially for novices.When encountering such an excuse from a customer, don't quit, but try to determine whether the statement is true. "Really? Very good, it's great to be able to buy from your friends, you are good friends who have known each other for many years!" (Slight pause) At this time, if the customer is good at dealing with the sales staff, of course it is another matter.However, the average customer will say: "Oh! It's probably like this! It's been many years!" or say: "How can I tell you?" or say: "You care too much! My friend has a relationship with you What's the matter!" In the above situations, you can feel at ease, because you know that the opposite opinion of the other party is undoubtedly an excuse for rejection.At this moment, you can say: "Can you please use this as a reference?" While showing him the product manual and drawings, or operating the demonstration machine; at the same time, persuade the customer to buy it. But in case the opposite argument is true, and you decide that it is more difficult to deal with, you can judge that the customer may still buy the product based on the sentence "I have acquainted friends there", so you might as well say to him: "Is that so? Are you friends with the company's Mr. Wang? The products of XX Electric Appliance Company are among the best in this industry, and have a good reputation (even if you are a competitor, you should not speak ill of it. Praising others is a sign of respect for yourself. The company's products are confident). However, the products produced by our company are not far behind. Please take a look! Our connector is guaranteed to never lose to the connector of ×× Electric Company. I know that your company has always been It is most suitable to use high-end products. In order to seek progress, you try to use our company's products, and you will not be sorry for your friend's company! Right?" Once the customer says, "Okay! Let's try it once." It's probably done; but if the product is exactly the same and the customer doesn't change his mind at all, the salesman must find a way to lobby or make a long-term plan , first slowly become the customer's friend, and then gradually carry out sales matters. When the salesperson has just explained every advantage of the product to the customer, the customer says, "I'll look elsewhere." This is really a very frustrating thing.However, when faced with this situation, excellent salespeople will use various techniques to change the customer's perception and complete the sale on the spot. When a customer says "I want to see another house", first of all, what is it that he wants to see?It is the price, the quality, or the service. Only after figuring this out can we prescribe the right medicine. If the customer is out of price, you can say to him: "Sir, everyone wants to buy high-quality and low-cost goods. If you go to other companies to see, their prices may really be lower than ours." But I can assure you that there is absolutely no second company that can provide you with such high-quality goods and excellent after-sales service at such a favorable price.” After saying this sentence, it is best to leave enough time for the customer to react.Because what you say is the truth, there is almost no way for customers to refute this fact.Then, you can say to the customer like this: "Sir, don't you think it is a good deal to buy our products and services at this price?" Because the quality and service of your products do meet such prices, your customers should not give negative answers if they are not deliberately making things difficult.Then, you can continue to ask: "Sir, the price is definitely considered when buying goods, but it is not the first priority. Sometimes it is worth paying a little more to get a quality product that you really want, don't you think?" Like some companies, the procurement personnel are only committed to getting the lowest price from the supplier, without considering the quality of the product itself and the service in the future. We know that sometimes the problems caused by low-priced products are often more than they can solve. And more. And those senior buyers are more willing to get the highest quality products than those low-priced products. Sir, I think you will definitely not ignore the quality of the product just to covet such a little cheap And how good is the service? Surely you have your long-term interests in mind, right?" A customer needs to buy a laptop so that business communication can be more convenient and faster.He talked with the salesperson on the phone, and after listening to the introduction, he said he wanted to go to another house to ask. In this case, you should try to get the customer to say the reasons for his real objection.At this time, the salesperson can use the following methods. Salesperson: "Sir, just like you, many customers want to compare with others before buying our laptop. I'm sure you also want to buy the best laptop and the best laptop for your money. After sales service, right?" Customer: "Of course it is." Salesperson: "Can you tell me what would you like to see or compare?" Client: "..." (The first and second sentences he said at this time should be real objections - unless he just wants to get rid of you) Salesperson: "After you have compared these aspects (say one by one) with other companies, and found that ours is the best, I think you will definitely come back and buy from me, won't you, sir?" (OK, Now is the time for the client to tell his intentions) "I'm sorry, I just want to try it, I want to look elsewhere." "Since you have some doubts about the effectiveness of this product, let me compare the effect for you now. You see, this is 50 yuan, let's compare it with this 100 yuan (for demonstration). Look at this The effect is obviously different. If you still don’t believe it, you can go to another store to ask, anyway, my products are not afraid of trying or comparing. Even if you go to another store, I believe you will come again.” Here, the salesperson is putting on a high profile to customers: our company's products are the best in terms of quality and price, and you will come back to buy them wherever you ask and compare them.This method is more effective in actual sales. Once the customer hears the salesman say this, he will probably not hesitate any more. If the customer tells the salesperson "I have to discuss with the leader", it means that the salesperson does not do enough verification work for the customer.When the transaction requires the approval of others, in addition to verifying the customer in advance, the following three steps need to be taken: To get full approval from customers, the salesperson must figure out several issues: Are customers satisfied with the product? Are customers satisfied with the price? Are customers satisfied with the service? Are the company's customers satisfied? Is my performance satisfying the client? For example: "Sir, would you buy it if it was just you and you didn't need to discuss it with others?" Customers will almost always answer "yes". Wording like "we" allows the salesperson to join the customer's camp and make the customer feel that you are on the same side as him, which makes it easier to sell the product to the customer. Customers are more receptive if you use the following sentences. "Do you think our company's partners are satisfied with this product?" "What are we going to do?" "When can we get them together?" "How do we get them together?" "When does the group meet? It's important that I'm there because I'm sure they're going to ask some questions, and I think they want someone to answer their questions." "Can you introduce me to other relevant people in your company?" (Write down each person's personality, try to understand the personal characteristics of each decision maker) Salesman Xiao Wu was selling his products to his client, Mr. Zheng. After successfully persuading Mr. Zheng, Mr. Zheng said, "I need to discuss it with my superior." Xiao Wu asked: "How about I come to see you and your superior next week? We can sit down and talk about the product together." "I think we can talk tonight and I will explain it to my superiors," Mr Cheng said. "If I gave you a proposal tonight that you're happy with, would you sign it right away?" "Oh, of course I have to speak to my superiors first." "I see. Then he deserves to be in our meeting, so I want to see him." "But I can explain it to him myself." "It took me a few months to make a detailed plan to recommend a purchase to you, and it took so long to explain it to you. I think it is not easy for you to figure it out and explain it to others overnight. thing." "Isn't it very simple?" "The question is, what do you do if your superiors are not happy with some of the terms?" "Then I guess he won't buy it." "But if I was there, I would answer his questions and tell him that he can modify it according to his ideas, and that the product will satisfy him. I think I should sit down and talk to him." Xiao Wu continued: "I don't want you to sell the product to your superiors, because that is my job. You have told me that this product is very beneficial to your company's efficiency, and you want to buy it as soon as possible, right?" "I think so, I'll call him right away," Mr. Cheng replied. A week later, Xiao Wu met with Mr. Zheng and his superior.He spent an hour or two answering the customer lead's questions and successfully convincing them to buy his product. A salesman arrives at a company and begins to sell his laptop to the general manager of the company.The general manager had enough salesmen to deal with on weekdays, so he just said casually: "Understood, then please give me the relevant introduction materials first." Obviously, the manager had no intention of buying at all, and just made a perfunctory sentence casually.Although on the surface the customer did not say that he was not interested, but he just asked the salesman to leave the information indifferently, which showed that he was not interested in it at all, and the chances of looking through the information after leaving the information were very small. How should the salesman deal with the situation? You can take a look at a few solutions below. Option 1: "Sir, our materials are all carefully designed outlines and drafts, all of which are technical terms, and must be accompanied by explanations and explanations by personnel, and each customer must be revised according to his individual situation, which is tantamount to tailoring. So , if you don’t have time today, I’ll come over on Thursday or Friday to give you a detailed explanation. Do you think it’s better in the morning or in the afternoon?” Solution 2: "Yes, sir, it is like this, because your time is precious, so if I tell you first, and then leave the information to you, you can read the information with focus , which can save you more time. Don't worry, I won't exceed 10 minutes. I don't know if it's convenient for you on Monday night or Tuesday night?" Option 3: "Yes, the introducer, Ms. Zhao, specifically told me that you are an expert in this field. However, what we are going to talk about is not how to do this job, but running a business, which is very special; many Before people came to our company, they all thought the same as you, but after hearing our explanation, they found that this is a new business, I wonder if it is convenient for you on Monday or Tuesday night?"