first of all, understanding the customer's objection refers to any disapproval, doubt or rejection raised by the customer during the communication process. Dealing with customer objections is usually the first step to successful communication. If any communication wants to achieve good results, it is a key step to fully understand the communication object, and communication begins with the rejection of customers.

The different stages of customer service personnel's communication, different psychology of consumers and how customer service personnel should face customers are introduced in detail, and strategic and tactical guidance is given. I believe that no matter whether you are a customer service veteran or a customer service newcomer, you can learn new and valuable practical skills from it.

the quality of handling customer objections is directly related to the image and reputation of the enterprise, and a little carelessness may bring disaster to the enterprise. Therefore, more and more enterprises attach importance to customer dissent, and "improving customer satisfaction, reducing customer churn rate and finding business opportunities from customer dissent" has become the slogan that enterprises are shouting every day. But the reality is:

Every day, some enterprises are busy with a customer's objection;

every day, a large number of customers accumulate more and more dissatisfaction on the long road of dissent.

So, are the two sides who disagree in the end bad enemies or close friends? The main decision still lies in the wrong way to deal with objections.

customer objection management is not easy, involving business management, personnel management, process management, public relations and media management, etc. It requires objection handlers to be familiar with the products and services themselves, as well as relevant national laws and regulations, and master corresponding communication skills and negotiation strategies. A qualified objection handler must have all the above abilities at the same time to be competent. But this must be achieved through strict training.

in fact, if the customer service can solve this customer's objection well, it can solve the customer's objection satisfactorily without refund, and at the same time increase the sales of products for the company. Isn't that a good thing? First of all, understand that there are many reasons for objections, some are caused by customers and some are caused by customer service personnel. In any case, we should correctly understand customer objections, which not only express customers' concerns and needs in a certain aspect, but also fully understand customers and constantly improve the level of cooperation. For the cooperation with Shangchao customers, dealing with customer objections means constantly solving problems, which is the focus of business personnel.

We meet many customer objections every day. Most salesmen have learned a lot of skills to deal with "customer objections", but they can't handle customer objections well. Why? Because these salesmen don't know the root cause of customer objections. Only after understanding the root causes of customer objections can we prescribe the right medicine.

why do customers have objections? I think the most essential reason is that the customer feels that the product or service is not what he wants, that is, the product or service in front of him is not the same concept as the product or service in his mind, so he has an objection. Therefore, in order to solve this objection, we must understand what the product image in his mind looks like and why it is like this. It's called knowing what it is and knowing why.

after knowing what it is, we can do two actions. One action is to keep the product unchanged and try to change the fixed image of the product or service in the customer's mind, or to change our product or service to adapt to the fixed image of the product or service in the customer's mind. According to the specific situation, both methods are desirable.

sort out the following "six ways" to deal with objections:

1. Neglect method

As the name implies, when a customer raises some objections and doesn't really want to get a solution or discussion, these opinions have nothing to do with the immediate transaction. You just have to agree with him with a smile.

If you deal with some customer opinions that are "opposed for the sake of opposition" or "just want to show that your views are superior" seriously, it will not only take time, but also cause complications. Therefore, as long as you satisfy the customer's desire to express, you can quickly introduce the topic by ignoring it. Commonly used "ignoring methods" include smiling and nodding (meaning "agreeing" or "listening to your words"), "You are so humorous" and "Hmm! High opinion! " Wait.

2. Compensation Method

When a customer raises an objection and there is a factual basis, you should admit and accept it gladly. It is unwise to strongly deny the fact, but try to give the customer some compensation to achieve a psychological balance, that is, let him have two feelings: the price of the product is consistent with the selling price; The advantages of products are important to customers, and the advantages that products don't have are less important to customers. There is no perfect product in the world. People will think that the more advantages the product has, the better. In fact, there are not many key points that really affect customers' purchase decisions. Compensation method can effectively make up for the weaknesses of the product itself. The application scope of compensation method is very wide, and the effect is very practical. For example, the famous advertisement of Avis car rental company in the United States "We are the second, so we work harder!" " It is a compensation method. For another example, when the customer thinks that the car body is too short, the car salesman can tell the customer that "the short car body helps you to park conveniently".

3. Taiji method

Taiji method is taken from Tai Ji Chuan's borrowing power. The basic practice of Taiji method in sales is that when a customer raises some objections about not buying, the salesperson can immediately reply, "This is exactly why I think you want to buy!" " That is to say, the salesperson can immediately convert the customer's objection directly into the reason why he must buy. In our daily life, we often encounter words similar to Tai Chi. For example, when the supervisor advised you not to drink, the supervisor immediately replied, "Because you can't drink, you should drink more and practice more." You want to invite your girlfriend out to play, but she is in a bad mood and doesn't want to go out. You will say, "It's just that you are in a bad mood, so you need to go out for fun!" " These ways of handling objections can all be classified as Tai Chi method.

The objections that Tai Chi can handle are mostly those that customers usually don't insist on very much, especially some excuses of customers. The biggest purpose of Tai Chi is to enable salespeople to quickly state the benefits they can bring to customers by handling objections, so as to attract customers' attention.

4. Inquiry method

Inquiry method plays two roles in handling objections. ?

first of all, by asking questions, we can grasp the real objections of customers. Before the salesperson confirms the focus and degree of the customer's objection, directly answering the customer's objection may lead to more objections, thus making the salesperson feel trapped and worried. In the dictionary of salespeople, there is a very precious and valuable word "why?" Please don't give up this weapon easily, and don't be too confident, thinking that you can guess why the customer is like this or why it is like that. Let the customer say it himself.

when you ask why, the customer will inevitably react as follows: he must answer his reasons for raising objections and speak his inner thoughts; He must examine the appropriateness of his objection again. At this point, the salesperson can hear the real reasons of the customer's objection and clearly grasp the objection items, and he can also have more time to think about how to deal with the customer's objection. Secondly, through the inquiry, directly resolve the customer's objections. Sometimes, salespeople can directly resolve customers' objections through the skills of asking rhetorical questions from customers.

5. "Yes ... if" method

People have a generality. No matter whether they are reasonable or unreasonable, when their opinions are directly refuted by others, they will always feel unhappy and even angry, especially when they are directly refuted by a salesperson they have never met.

Repeatedly contradicting customers will make them angry, even if you are right, and there is no malice, it will also cause customers' disgust. Therefore, it is best for salespeople not to directly raise objections. When expressing different opinions, try to use the syntax of "Yes … If" to soften the spoken language of different opinions.

"Yes ... if ..." comes from the syntax of "Yes ... but ...", because the word "but" is too strong at the turning point, it is easy for customers to feel that your "yes" does not contain much sincerity, and you emphasize the demands behind "but", so if you use "but", you should add more.

6. Direct rebuttal method

In the explanation of the "Yes ... If" method, we have emphasized not to directly refute the customer. Directly refuting customers is easy to get caught up in arguing with customers without knowing it, and they are often annoyed afterwards, but it is difficult to recover. But in some cases, you must directly refute it to correct the wrong view of the customer. For example, when the customer has doubts about the service and integrity of the enterprise or when the information quoted by the customer is incorrect, you must directly refute it, because if the customer has doubts about the service and integrity of your enterprise, your chances of getting an order are almost zero. For example, when the insurance company's claims integrity is questioned, will you still go to this company for insurance? If the information quoted by the customer is incorrect, you can support your statement with correct information, and the customer will accept it easily and trust you more.

It should be reminded that skills can help you improve your efficiency, but only if you have a correct attitude towards objections. Only by correctly, objectively and positively understanding objections can you remain calm and calm when facing customer objections, and only by staying calm and calm can you distinguish the authenticity of objections, discover customer needs from objections and turn objections into every sales opportunity.