How To Deal With Customer'S Objection Effectively?

Effective treatment customer Objection

1, the principle of dealing with objections.

(1) customers are respected and the acquiescence of customers is progressively promoted.

(2) first, understand the customer's point of view. Avoid taking your own view as the leading factor and avoid jumping into the answer.

(3) encourage customers to elaborate on objections, fully understand customers' intentions, and think about solutions.

(4) willing to solve problems and work together to find solutions.

2. Procedures for handling objections.

(1) encouragement

The first step is to encourage customers. Encouragement is also the most important and difficult step. When a person hears a disagreement, he always wants to make an immediate answer (or simply pretend to be unable to hear), which is the wrong way of doing things.

When a customer dissenters, do not rush to reply. We should be open to customers' objections and express their willingness to listen to customers' opinions. Then listen carefully to the other person's speech.

Encourage customers to speak and communicate with each other. Putting yourself in touch with customers' feelings can help to alleviate hostility and resist emotions, and infect others to turn antagonism into a willingness to solve problems with you.

Encouragement is also a salesman's opportunity to think about the best way to answer customer disagreement. I understand why you are worried about it. Can you tell me more? However, it should be noted that encouraging customers does not mean giving consent to customers.

In encouraging this step, we must keep firmly in mind the following points: ask customers to explain in detail when there is doubt. Although encouragement is the first step, it is a skill that salesmen must always apply in dealing with objections. {page_break}

(2) asking questions

After encouraging customers to speak freely, ask the other party questions to clarify objections and try to find out the customers' doubts about a certain problem. In many cases, the actual objection is very different from what customers initially expressed. Asking questions can identify specific concerns of customers. Can you say what is your concern or what is your biggest doubt?

In asking this step, we must bear in mind the following points:

(1) you should not immediately assume that you have understood the objection raised by the other party. Many sellers ask for trouble because the fact is that they do not understand the objection. They must make sure that they can hear the real objection so that they can proceed to the next step.

(2) taboo keeps repeating the problem or giving customers the feeling of being questioned.

In the process of asking questions, we should encourage customers and invest in others.

(3) confirm

When the customer begins to talk about the nature of the objection and you think you do understand it, check whether you really understand the problem before answering it. Before proceeding to the next step, we must have a clear idea of the customer's thoughts and show that they really understand. Practical experience shows that before we propose a solution, we must first establish our own understanding of each other's objections. Particular attention should be paid to the following:

Summarize your opinions.

Second, check with your customers about your understanding of events.

(4) recommendation

After mastering the nature of customer disagreement, you can answer the objection of the other side. The answer should be as specific as possible. Objections and their appropriate answers are usually four categories. The solutions will be explained in detail below. If the objection is:

Misunderstanding and clarification and explanation.

(2) doubt, prove that your product or service is effective by using examples, other customers' recommendations, demonstrations and other exact evidence.

Practical shortcomings prove that advantages can make up for shortcomings.

(4) actual complaint: action remedy.

(5) verification

Verify whether customer objections have been resolved. You can ask directly if your partner is satisfied with your answer. If the other person is not satisfied, repeat this step, encourage customers first, then ask questions to find out the actual objection.

The objection must be resolved satisfactorily: if the other party is not satisfied, repeat steps 1 to five. {page_break}

3, the situation of objections and strategy

1. Practice

Misunderstanding and clarification

Suspected proof

(4) practical shortcomings show overall value.

Practical remedies for action

(1) misunderstanding

Customers never know about your products or services, or get incorrect information. Misunderstanding is a very common phenomenon, especially for complex products or services, although you may have explained clearly, but customers may not understand, so there will be misunderstanding. In this case, you must clarify the misunderstanding or give the information that the other person lacks. If the customer's objection is related to a range you are not familiar with, you should seek other support to eliminate the objection of the other party.

(2) suspicion

Customers do not believe that your product service can reach your level. The other person is very cautious, or is looking for more information. If objections show that the other person is suspicious, you must prove that your product or service can reach your level. You can use statistics as a proof that you can make product demonstrations or tests, give expert judgement, or support satisfied customers, or even tell how these customers can make good use of your products or services.

(3) practical shortcomings

The customer's finding in your suggested product or service seems to be a real drawback, that is, your product or service can't meet the customers' expectations in some places. Price, packaging specifications or supply requirements are general practical shortcomings. If you want to show the advantages of your product or service, you can cover up the shortcomings of customers.

(4) actual complaints

Customers may have used your product or service, used similar products or services, and left a bad impression. For example, a customer may complain that the salesperson who has seen him is unreliable or unreliable. You should listen carefully to customer's complaints and show how you plan to avoid similar problems.