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所有的銷售都是服務在前,銷售在后
2018-11-15 14:02:11 作者:周文強 瀏覽次數:988

一、有人會問:客戶經常約、反復約,會“死”嗎?

銷售最重要的就是堅持,堅持不懈地電約客戶,了解其動態,找出影響購買的真正動因,以便及時找出對策。很多銷售人員以為客戶約多了,就會煩而不買。大錯特錯!還是一句老話:要死的客戶總是要死,不死的客戶怎么約也不會死。

的圖片 

二、銷售中心太冷清,偶爾來一批客戶看見里面沒人,看看就走了,怎么辦?

這個好說,造勢啦,比如,盡量延長洽談時間,增加現場滯留人數,造成購買的氛圍,尤其是銷售淡季。另外,其他顧問拿出空白合同來填寫,故意給客戶打電話,都是很好的造勢法。

三、客戶老是不理不睬,或老挑剔、挖苦產品,怎么辦?

以靜制動,此類客戶屬于理智型客戶,心中自有一桿秤,做好服務工作即可。

同時,越挑剔的客戶越是準客戶,你要站在客戶角度,制造感動并做好感動服務。當然也可以先利用“光環效應或暈輪效應”,讓客戶看看公司榮譽,如領導人考察本項目的圖片,或項目所獲獎項,有助于阻止和破除客戶的認知心理屏障。

四、對于政策或價格,客戶不相信你所說的話,怎么辦?

擔保,只要這些東西公司有明確的規定,你就盡管承諾吧。比如最低價格,你可以說:“多一分錢,我幫你出”,“你可以隨便抽取一份合同,看我給你的價格是不是最低”等等(通常客戶不會看)。

五、客戶老是拖延、問題多多、議而不決,怎么辦?

客戶考慮越多,看出的產品不足越多,最后反而不買了,所以你留給客戶思考的時間和次數要適當。

連續溝通有個小技巧:每次談判完畢,你要學會制造一個問題以便為下次電約找話題。這樣不會讓客戶反感,還體現了你的服務意識

六、客戶對某一問題老想要一個結果,我們無法滿足怎么辦?

轉移話題:

1、滿口答應,迅速進入下一話題。

因為有的問題稱不上問題(我們現在沒有證明材料,但以后會有的),只是客戶過于謹慎,多問問而已。

2、主動引導客戶提出客戶更關心的問題。

七、客戶老提一些細枝末節、一時無法解決的小問題,怎么辦?

坦承引導:

有些問題我們沒有法定資料,無法做出承諾,不妨坦率說明,千萬不能因客戶提的問題瑣碎或天真而嘲笑他,這是大忌。有時客戶不一定非要一個圓滿的結果,他要的只是一種安全感。坦承后迅速把客戶引向休閑或其他重要話題。

八、在談判中,客戶老提不可思議或無理的要求,怎么辦?

實證法:

對于無理客戶,最好能提供實實在在的證據。銷售部務必把這些文件材料準備好,隨時備用。當然,他們可能正在火頭上,回絕時不要用言語而要用態勢語(如搖頭表否定)。

TAG: 銷售技能培訓大客戶服務

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