therefore, when a salesperson asks a question to a customer, he must not make the customer feel alienated or sound controlled. So, how to shorten the psychological distance between salespeople and customers? How to eliminate customers' sense of trap?
First, the questions are full of flexibility. I believe that everyone does not like the rigid salesperson who is full of thorns, but no one will resent a salesperson who is full of flexibility. Therefore, salespeople should not be too sharp when asking questions to customers. You can ask the customer, "I wonder if I can ask you a question." "I want to discuss it further." "I'm a little confused. What do you mean ..." "Can you help me clarify this?" "What you just said involves an important issue."
second, express gratitude to customers. Although salespeople are sellers of products, they are not obliged to answer every question raised by customers. Similarly, as buyers, they are not obliged to answer every question raised by you.
therefore, salespeople should thank customers for their frank answers in stages.
for example, "thank you for your frankness and frankness." Third, use 3 1 hours to ask questions. When salespeople ask questions to customers, they should master the 7/3 principle. If you just ask questions blindly, it will make people feel suspicious. 3% of the time you ask questions is enough, and the remaining 7% of the time should be for customers to respond to you.
4. Give the answer the customer wants immediately. If the customer thinks that you are always answering questions with questions and he asks for a clear answer, the salesperson should give the clear answer the customer wants immediately. It is a good technique to answer questions with questions (for example, "This is a good question, why are you interested in this aspect …"), but don't always use the same method. If you feel that the other person is asking for a definite answer, give it immediately.
5. Make customers psychologically prepared. When asking questions to customers, salespeople had better make customers mentally prepared, so as not to feel uncomfortable about your questions. You should make them feel that you are helping them to alleviate their pain.
before or when you ask a question, you can say, "I want to ask a few questions, which may help us clarify some questions." "The more I know about your work, the more I can help you." "If my question bothers you, please tell me and let's discuss it clearly." "The more you explore the needs, the faster you can solve them." "I'm going to ask you some questions today to understand your needs, ok?"
6. Don't ignore body language. We know that when consultants and coaches make supportive and non-threatening actions, they will make the people who answer questions feel comfortable, while when prosecutors and judges show excellent and extraordinary moral demeanor, they will make the people who answer questions feel uncomfortable. Therefore, as a salesperson, when asking questions to customers, we should imitate the style of the former, not the style of the latter. Proper body language can help you close the psychological distance with customers.
7. Listen attentively to the customer. Your goal is to try your best to understand the customer in front of you, pay close attention to how the customer answers your questions, and listen attentively and carefully to the customer so that you can know what to ask the next question.
expert dialing tools can only see the effect when people use them. Similarly, the problem can only be seen when the salesperson raises it. However, the way you ask questions and the content of your questions can't make customers feel alienated or sound controlled. Only in this way can you achieve the results you want. Salespeople and customers are two aspects of a pair of contradictions. If salespeople ask customers questions that make them feel a psychological distance, or even feel that salespeople use clever deception to set traps for themselves, then there is no doubt that salespeople will fail in asking questions.
In the sales negotiation stage, many salespeople also know how to win the initiative by asking questions, but because they don't pay attention to the way of asking questions or don't follow certain principles when asking questions, they can't guarantee satisfactory results. Only by asking questions in a principled way can the effect be guaranteed. In this section, we mainly introduce the ways and principles of asking questions to customers. First,
The way of speaking is to ask questions in principle to ensure the effect. At the stage of sales negotiation, many salespeople also know how to win the initiative by asking questions, but because they don't pay attention to the way of asking questions or don't follow certain principles when asking questions, they can't guarantee satisfactory results. Only by asking questions in a principled way can the effect be guaranteed. In this section, we mainly introduce the ways and principles of asking questions to customers.
first, there are different ways to ask questions. Only when specific problems are analyzed, the corresponding questions can ensure the effect.
Generally speaking, the following methods can be used when asking questions to customers: 1. Closed-ended questions A closed-ended question is a question that elicits a positive or negative answer within a certain range. This kind of question can enable the questioner to obtain specific information or exact answers, such as, "These are the conditions. Have you decided?" However, closed-ended questions limit customers' answers, and customers can only choose from limited answers, such as "Do you think it is more reliable to cooperate with big companies?" "Are you free today?" "Can I leave information about the product?" Wait a minute. For these questions, customers usually can only answer short answers such as "Yes", "No", "Right", "Wrong", "Yes" or "No", so that customers not only feel passive, but even feel interrogated, and salespeople can only get extremely limited information from customer answers. Therefore, it is best not to use closed-ended questioning unless it is very necessary.
2. Open-ended questioning is different from closed-ended questioning. Open-ended questioning is to let customers freely play around the topic of conversation according to their own preferences without limiting the answers to questions. Open-ended questioning can not only make customers feel natural and speak freely, but also help sales staff to understand more effective customer information according to customer conversations. Not only that, customers usually feel relaxed and happy when they don't feel constrained, which obviously helps the two sides to communicate and cooperate further. Open-ended questions usually adopt the following typical methods: (1) "What ……" You can ask questions like this: "What suggestions do you have for us?" "What kind of trouble are you in?" "What other ideas does your partner have?" "What do you think of this product? "What advantages of this product do you think attract you most?" "What will happen to your job if you adopt this product?"
(2) "Why ..." You can ask this question: "Why do you have a soft spot for this product?" "Why are you so radiant today?" "Why are you facing such a serious problem?"
(3) "... How?" or "How ..." You can ask questions like this: "What do you think is the trend of the situation?" "What can we do to meet your requirements?" "How (how) do you usually deal with these problems?" "How do you want this matter to be finally solved?"
3. Guiding questions Guiding questions are to ask some questions with strong suggestive answers. This kind of question makes the respondents almost have no choice but to answer according to the answers designed by the questioner, which is undeniable. For example, "Speaking of now, I think so ... you will definitely agree, won't you?"
4. exploratory question exploratory question is a kind of question that extends and probes the opinions or answers of customers. This kind of questioning can not only discover more information, but also play the role of detection. For example, "we want to reduce the price appropriately, can you increase the purchase quantity?"
5. Confirmatory question Confirmatory question is a kind of question that rephrases the customer's reply to confirm or supplement it. This method is often used in key issues at critical moments, which can not only get further clarification, confirmation and confirmation from the other party, but also discover more sufficient information. For example, "According to your statement just now, I understand ... Is that right?"
II. Principles of Asking Questions In order to effectively promote the success of the transaction, salespeople should implement the following principles when asking questions:
1. Objectivity Principle The main purpose of asking questions is to understand the real ideas of customers, not to induce customers to make some promises or force them to accept the ideas of salespeople.
2. Staging principle Staging principle means that when asking questions to customers, the questions should be distributed at different times to avoid continuous questioning, which will make customers feel disgusted with the sales staff.
3. The principle of encouragement means that customers should be encouraged to give more in-depth and detailed answers when asking questions. If the salesperson's question only has a simple answer of "yes" or "no", then such a question is not appropriate. Because you can't learn more information through "yes" and "no".
4. the principle of clarity is to make the questions easily understood and answered by customers. We should avoid asking too complicated questions and too lengthy questions, that is, asking questions should be simple and clear, without gabbing and dragging our feet.
it is necessary to pay attention to methods and principles for experts to ask questions to customers. Every salesperson should have this experience. Asking questions is an important form of language marketing. Proper questioning can play a great role in the sales promotion process. Paying attention to the way of asking questions and observing the principles of asking questions can make customers participate in the negotiation process on the one hand, which also shows that sales staff respect and care for customers; On the other hand, it can encourage customers to concentrate, better understand and remember the information sent by sales staff, and lay the foundation for stimulating the desire to buy; At the same time, it can also check the accuracy of prior judgment. Therefore, sales staff should always pay attention to the above methods and principles in the process of asking questions to customers, so as to use them flexibly. If we can pay attention to the way, observe and give consideration to these principles in every question to customers during the whole sales promotion process, then the successful transaction will not be far away.
1 1 kinds of questions that are often used to ask customers. In the process of sales negotiation, salespeople can only get good results by asking appropriate questions to customers. In the meantime, salespeople may use various questions to ask questions to customers, but in general, there are mainly the following 1 1 questions: 1. Creating a natural vacuum. In the process of sales talks, some salespeople ask customers 11 questions that are often used. In the process of sales talks, salespeople can only get good results by asking appropriate questions to customers. In the meantime, salespeople may use various questions to ask questions to customers, but in general, there are mainly the following 11 questions:
1. Creating a natural vacuum In the process of sales talks, some salespeople are always eager for customers to answer their questions immediately, which requires salespeople to ask questions actively, and then stop talking, that is, silence. Silence creates a natural vacuum in the talks, which will automatically put the responsibility on the person who answers the question.
second, ask questions based on predictive results. Predictive results can ask customers to predict sales results. Frequently asked questions are as follows: "Guess, do you think we can cooperate smoothly through this interview? Or is there a risk? " "Realistically speaking, how much quantity does your department need before the end of the month? Can you make a prediction?" "Zhao Zong, my leader always urges us when we can reach an understanding. I'd rather get accurate information than be blindly optimistic, so can I tell him that everything is going well at present and we can promote cooperation at the end of this month, or I should tell him not to hold such great hopes yet."
third, the closing question When the negotiation has turned to the closing stage, the salesperson can ask some closing questions, but it must be clear where the opportunity is. Usually, salespeople can ask questions like this:
"If you were this business representative, would you do it differently?" "Mr. Xu, are we in danger of losing this cooperation?" "May I ask your impression of our products or myself?"
When asking questions, you can also find out any troubles or objections that may hinder the promotion by adding "negative factors". Then you can ask:
"Do you have any other concerns?" "What's the problem that keeps you from going on, isn't it?" "Did I or something else interfere with this proposal?"
fourth, use a low-key statement. This is a humble statement made before making a statement or asking a question, and its purpose is to ask for a more effective answer. Usually, you can ask questions like this:
"I don't know how to ask, but ..." "In order not to be too ahead, can I ask ..." "I don't want to ask any trouble, but ..." "Do you mind if this may cause you trouble?" V. Using emotion to help salespeople add negative factors to the negotiation may make them Usually, you can ask questions like this:
Salesperson: "Ms. Li, this is XXX. Is it a bad time for me to find you?"
Ms. Li: "XXX, I'm sorry; Not now ... "
Salesperson:" When are you free, can I come back then? "
six, suggestive questions suggestive questions can lead the conversation to develop in another direction. As a consultant salesman, you should know the customer's situation like the back of your hand, and guide him to finally achieve your expected goal, that is, the customer reveals his needs and opportunities.
For example, you can ask a question like this: "Wang Dafu, when you close the chest for a patient, some older patients' chests will collapse. Now your colleagues in other hospitals have used our company's products to stuff them. After half a month, they are absorbed by the tissues, and new muscle tissue grows in the collapsed areas. The effect is quite good."
if you want to move from one topic to another, then suggestive questions are most applicable.
If you ask questions properly, suggestive questions can play the following roles for you: 1. Guide the conversation according to logical steps; 2. Provide a method to hint information to potential customers; 3. It provides another way for potential customers to participate in information exchange.
VII. Problems involving the third party In the process of asking questions in sales promotion, the salesperson can inform the customer that the third party is interested in something.