In life, each of us has our own opinions. For example, clothes like to wear a certain brand; Skateboard shoes like to wear XXX shampoo. Once the idea of using XXX is formed, it is difficult to change. Sometimes it's not that other brands are bad, but that they are unwilling to change. Everyone has a * * * nature and rejects injuries. If the current products are still suitable, they are unwilling to try new things.
Let's think about it, what is the root cause of customer opposition? Sometimes his objection is just an excuse. The root cause is: "The customer feels that the products and services are not what he wants. When a customer disagrees with the price, it is mostly because he thinks the product is not so valuable. Therefore, in order to solve the customer's objection, we must know what the product image and service are like in the customer's mind. Only by clarifying the source of the disease can we prescribe the right medicine.
There are two prescriptions to solve this problem. The first is to try to change the fixed product image in customers' minds. The second is to change our products and services to meet customer requirements.
Everyone's product image and service are different, and a product can't satisfy everyone. Changing the product will definitely not achieve the sales purpose you want, but it will only change the image of the product in the eyes of customers. Although this is not so easy to do, it is not impossible to be reasonable to our customers and make them agree with our products and services.
Everyone has one thing in common, that is, no matter what they say is reasonable or not, they don't want others to refute their views, because it involves their own face and dignity. When you directly refute the customer, most people will be angered. Even if what you say is right, it will not be accepted by customers, and it will also cause customers' disgust. Therefore, while changing the customer's perspective, in addition to mastering certain skills, it is more important to have a good attitude and impress customers with your patience.
[case study]
A new brand of clothing has just come into the market, and the benefits are always not very good in the first few months. Although the discount of this kind of clothing is very low, it is still not recognized by customers. Every salesman is trying to attract customers, but the benefits are still not mentioned. I transferred a salesman with a lot of sales experience from Beijing these two days, and I want to give you a training. She always uses examples as tutorials and has achieved good results. Let's see how she does sales.
"Welcome to so-and-so shop" A couple came in from the outside and she warmly welcomed them.
They walked around the shop. The girl saw a fashionable coat and asked the salesman, "How much is this coat?"
"Let's buy old brands! The quality of wearing comfort is guaranteed. " Her boyfriend whispered a reminder in her ear.
"The quality of the clothes you wear is really good. If the quality of our clothes has the same guarantee, will it be considered? . "Although his voice was very small, it was heard by the shop assistant. She just smiled and then asked humorously.
"Yes, we are interested in quality." Her boyfriend also answered with a smile. What he said was a bit of a joke.
"well! Only good quality clothes can open the market. The coat you are wearing is made of pure cotton fabric. It must be very comfortable to wear, and it won't pilling and can be worn for a long time. But do you see what fabric this coat is made of? " The shop assistant smiled and commented on the girl's coat, and then compared her own coat.
"It feels like pure cotton clothes, but it is not pure cotton, and it is a little tougher than pure cotton clothes." The girl touched her coat and said that she was a person who often went out to buy clothes.
"After hearing what you said, I know you know a lot about the fabric of clothes. I have to ask you if I have nothing to do! " The salesman said humorously that this virtually adjusted the atmosphere of the negotiation.
"I don't know much, but I worked in a clothing factory before and didn't learn much. I can't even recognize what fabric this is. " The girl smiled and talked modestly about herself.
"You're right, this is cotton, but it also adds some silk. Silk has a toughness and is not easy to deform. You often wear cotton clothes and you will find that this kind of clothes is comfortable to wear but easy to deform, especially where the arms are bent. Once deformed, it will look ugly. Adding silk avoids this shortcoming. Without affecting the comfort, the clothes are a little tougher and will not be deformed when worn. " The shop assistant said seriously and let the girl feel with her clothes.
"well! Well, cotton clothes are really easy to deform, but is this dress really not deformed as you said? " The girl asked the salesman seriously. In fact, in her own heart, she already believed it, because what she felt was really like what she said.
"Within one year, if this dress is out of shape, you can bring it here and I will refund your cash immediately." The salesman said seriously, without a hint of joking.
"What's the price of this dress now?" The girl already has a purchase plan.
"Our brand has just been listed, and the price is all 30% off, mainly for publicity. We only recover the cost price. " The salesman told the truth about the product.
"Wrap this dress up! I think it is not bad. " His boyfriend told the salesman that he would pay the bill at the service desk.
"Welcome to visit next time!"
In the above cases, there are customer objections, but these objections have not become obstacles to the transaction. On the contrary, the salesperson found the real reason from the customer's objection.
When my boyfriend whispered to buy an old brand, he was heard by the salesman. The salesman didn't force the customer to agree to her product. The first thing she did was to agree with the customer's point of view. This is much better than rebuttal. Everyone has a desire to be recognized. Only by recognizing the customer's point of view first can the customer be interested in listening to your opinion.
After agreeing with the customer's point of view, the salesman carefully analyzed the advantages and disadvantages of the pure cotton fabric that the customer liked. These advantages and disadvantages are naturally very clear to customers. When the salesman talked about the advantages, she felt that the analysis was correct; When it comes to the shortcomings of the product, she has a deep understanding. Because she has done "experiments" herself, everyone believes in herself the most. When the salesman thoroughly analyzes this problem, it invisibly increases the trust of customers.
The source of customer opposition has been found, and the next thing to do is to prescribe the right medicine. Salespeople bring out the advantages of their products, making up for the "cotton-padded jacket's easy deformation". While solving customers' problems, it also gives customers a new understanding of our products and recognizes their brands.
[Skillful touch of gold]
It is not difficult to change the customer's mentality. The key is to find out the real reason for the customer's objection, and then prescribe the right medicine to have a miraculous effect.
So how do you change the customer's point of view?
First of all, agree with the customer's point of view. Salespeople should understand a truth. When you refute the customer's point of view, you also block your own financial path. Only by agreeing with the customer's point of view first will the other party be interested in understanding your point of view.
Secondly, when expressing your views to customers, try to use soft grammar, such as "yes if". This sentence pattern comes from "yes but", but the sentence pattern turns too strongly, which will easily arouse customers' disgust and make you feel insincere. And "if" is a kind of suggestion, and customers are not easy to refuse. This kind of discussion tone is often recognized by customers.