What Are Some Ways to Handle Job Rejection?

Rejection is the most common thing a salesperson does during a sale. For example, no time, no interest, the price is too high, I don't have this need, etc. are all excuses for customers to refuse. This book starts from some common customer refusal excuses, summarizes the treatment methods of excellent sales staff when facing these problems, and reproduces the scenes of sales in the form of scenario cases, so that when sales staff read the book, they can have an image and have Find out how to solve similar situations in the sales process. ^[1]

Reject "reject"

Sales are quite difficult. Where is the difficulty? Difficult in customer rejection. That's right, during the sales process, from the initial phone reservation to the final "close door", the sales staff seems to be constantly refused by customers at any time. This book is aimed at the customer's rejection scenes at different sales stages. It refines and summarizes the application skills of some excellent sales staff, and aims to provide a replicable success for those who work hard on the sales road.

Rejection is the most common thing a salesperson does during a sale. For example, no time, no interest, the price is too high, I don't have this need, etc. are all excuses for customers to refuse. This book starts from some common customer refusal excuses, summarizes the treatment methods of excellent sales staff when facing these problems, and reproduces the scenes of sales in the form of scenario cases, so that when sales staff read the book, they can have an image and have Find out how to solve similar situations in the sales process.

Preface deal starts with rejection

Chapter 1 The call is answered, and the conversation is rejected before it is finished

Most customers are wary of sales staff

Scenario 1 "I'm not familiar with this product and don't want to buy it"

Scenario 2 "I have already received many such calls, don't make any more calls"

Scenario 3 "I don't have time right now, you can call again later"

Scenario 4 "I'm not interested in what you said"

Scenario 5 "Send the relevant information first and then talk"

Scenario 6 "What company are you and how have you never heard of it"

Scenario 7 "What are you trying to sell?"

Scenario 8 "I'm tired today, I'll talk about it another day"

Scenario 9 "How do you have my contact information"

Scenario 10 "I have to hang up, I will have a meeting soon"

Scenario 11 "Sorry, we have regular partners"

Scenario 12 "There is no demand in this area yet"

Scenario 13 "There is no recent budget for this"

Scenario 14 "I don't care about this, you go to the specific staff"

Scenario 15: "We only choose large and powerful companies to cooperate with"

Scenario 16 "Speak on the phone"

Chapter 2 The protagonist has nt seen, the little ghost is blocking the way, how to continue

A seemingly impenetrable and concealed door

Scenario 1 "I'm busy now, you can call again later"

Scenario 2 "Please tell me the person you are looking for so I can help you transfer"

Scenario 3 "Please leave your name and contact information, he will contact you"

Scenario 4 "Please fax or send information first"

Scenario 5 "What are you looking for?"

Scenario 6 "Which company or company are you"

Scenario 7 "You call him on the phone"

Scenario 8 "Sorry, he's not here"

Scenario 9 "What's the matter, just tell me"

Scenario 10 "He's busy, I don't have time to see you"

Scenario 11 "You know you are selling at a glance"

Scenario 12 "Sorry, do you have an appointment?"

Chapter III The first meeting, a moment of conversation, the client wants to go

-Refusal is the most normal response from customers

Scenario 1 "The market is in a slump, and business is difficult to do, I will talk about it later"

Scenario 2 "There are acquaintances doing it, I just need to find him"

Scenario 3 "×× is too much trouble"

Scenario 4 "It's free, otherwise it's free"

Scenario 5 "We can solve this problem ourselves"

Scenario 6 "I haven't thought about this yet"

Scenario 7 "Our company has just started, let's talk later when it develops"

Scenario 8: "Finance is too tight to afford"

Scenario 9 "Sorry, I just bought a similar product"

Scenario 10 "Listen to friends, the effect is not very good"

Scenario 11 "I don't like talking to strangers"

Scenario 12 "I never buy something to sell"

Scenario 13 "Did you see that I was busy?"

Scenario 14 "Sorry, I have an appointment with someone and I am preparing to go out"

Scenario 15 "You leave the materials first"

Scenario 16 "I am satisfied with the status quo and do not want to change it"

Scenario 17 "This kind of thing is useless to us"

Scenario 18 "The information is so poor, how can I trust you"

Scenario 19 "I will contact you when I need it"

Chapter IV Communication

Everyone wants to buy the best and most affordable products

Scenario 1 "Too few features"

Scenario 2 "The product is too complicated"

Scenario 3 "Why should I choose you"

Scenario 4 "Not used to this product"

Scenario 5 "I heard that your delivery was not timely"

Scenario 6 "I want to talk directly to your manager"

Scenario 7 "You speak so well, is there no fault?"

Scenario 8 "The appearance is pretty, it won't be flashy"

Scenario 9 "I don't like this style"

Scenario 10 "Other manufacturers offer much lower prices than you"

Scenario 11 "This is not the latest product"

Scenario 12 "I have to consider other similar products again"

Scenario 13 "I don't know much about this product, I have to ask a friend for advice"

Scenario 14 "Your product does not meet our requirements"

Scenario 15 "The data sent to me is different from what you said"

Scenario 16 "The product you recommend is different from what you said"

Scenario 17: "I'm still willing to choose a factory that worked with us before"

Scenario 18 "Does your company specialize in this product?"

Chapter 5 Seeing the transaction, still wondering, hesitating again

The person who picks the fault is the one who really buys the product

Scenario 1 "I will come again when you do the activity"

Scenario 2 "The product is good, but we don't need to buy it"

Scenario 3: "Others buy cheaper than me"

Scenario 4 "The product is good, but it is too expensive"

Scenario 5 "Can you give me a little more discount?"

Scenario 6: "This post maintenance cost is too high."

Scenario 7 "Can't do without paying the 30% of the payment"

Scenario 8 "Sorry, I did nt bring so much cash today"

Scenario 9 "I think again"

Scenario 10 "You go back first, we have to discuss it"

Scenario 11 "Seriously, I don't think your product is too good"

Scenario 12 "This ... I'll talk about it next time"

Scenario 13 "What is the quality of your product"

Scenario 14 "It's so good, what to do if something goes wrong"

Scenario 15 "What to do if the product fails to be resolved"

Scenario 16 "Seriously, I still don't believe what you say"

Scenario 17 "The big aspects are not too big, but the details need to be studied."

Scenario 18 "I have used your product before, it's not good"

Scenario 19 "There is a problem during the warranty period. Can you return it?"

Scenario 20 "The warranty period is too short"

Scenario 21 "Forget it, I'll look at something else"

Li Xinghui, formerly known as Jing Yue, chief consultant and trainer of Guangzhou Huali Power Enterprise Management Consulting Co., Ltd., a lecturer on terminal sales training in China, a researcher on terminal transaction rate improvement, an expert on terminal sales speech refinement, a shopping guide skill training expert, and many building materials , Home appliance, mobile phone company sales consultant, a number of media marketing columnist.

Scenario two

"I've received many such calls, don't make any more calls"

Be confident and persistent, find the key points to persuade customers

[Scenario Setting]

Zhen Min is a sales clerk for a book publishing company, mainly responsible for sales of auxiliary books. One day, Zhen Min collected information from the Internet and found a potential customer, so he found a way to get the customer's contact information and dialed the customer's phone:

"Hello, Principal Zhou." Zhen Min said politely.

"Hello, what's the matter?" The voice of a middle-aged lady came from the other side of the phone.

"Principal Zhou, my name is Zhen Min. My company is an institution that specializes in the research and education of new curriculum standards. I understand that our school has begun to implement the new curriculum standards this year. I am calling you today to update Questions about the education of the course standard will be exchanged with you, and I would like to invite you to meet. "Zhen Min answered enthusiastically, and put forward the purpose of calling.

"A new course standard again? I have already received many such calls, don't make any more calls." The other side said angrily.

If you were Zhen Min, what would you do at this time?

hurriedly clarified and told the client that she was calling her for the first time.

Stubbornly said that it only took the other party a few minutes.

Apologize to the customer, said to be disturbed, and then hang up.

When encountering similar situations, most salespeople, especially sales novices, will take one of the above three methods, but they are not the most ideal one.

The first answer is eager to clarify and even refute to the customer, which will only make the customer even more disgusted. In this case, the customer cannot hear any explanation from the sales staff.

Although the second method sometimes has a certain effect, it is undoubtedly "self-defeating" when the customer is angry.

The third way is the performance of retreat, which is by no means what the salesperson should do.

In fact, in this case, whether the salesperson refutes or retreats, the problem cannot be solved, and the purpose of making an appointment cannot be achieved. So how do you deal with this situation?

First of all, we need to understand the reasons why customers answer in this way. There are roughly three reasons:

1. Other colleagues of the company have called the customer.

2. I called the customer myself.

3. People from other companies have called and recommended similar products to this customer.

Regardless of the above reasons, this situation is difficult to solve. The first and second reasons are actually related to the self-management of the company and the sales staff. In today's society, everyone is very busy. If customers receive several consecutive calls from the same company to promote the same product, they will be impatient and will have a bad impression on this company. Therefore, even if the customer has a demand, it will not cooperate with this company. In order to prevent this kind of phenomenon, the company should regulate the sales staff. In addition, sales staff must learn to effectively manage their own customer data, such as establishing customer information records.

...

In addition, the sales staff must also understand that the customer's statement proves that the sales staff who called him before have failed, and they still have a chance. Faced with such customers, if the salesperson behaves the same as the person who called him before, the answer will be the same. Therefore, if you want to get a different answer, you have to behave differently.

In specific work, the salesperson can resolve the customer's rejection like this:

Words 1

"Principal Zhou, this is why I called you this time ..."

Such an answer must be sincere in tone and be promptly answered by the client. Moreover, saying this makes customers feel confusing and wants to know more about why salespeople do this. As long as this stalemate can be broken, it will be more convenient to communicate appointments later.

Words 2

"Principal Zhou, you may have misunderstood. I'm disturbing you today. Actually, I want to ask you a question."

This answer is to use the method of consultation or help to resolve customer complaints. Because everyone has a "good teacher" mentality, this answer can effectively resolve the bad mood of the customer, and then achieve the appointment purpose.

Words 3

"Principal Zhou, I'm sorry. I called you today because we recently provided ×× products to your friend's school where the principal is located. He believes that our school may also need such products, so please recommend me to contact Your."

Acquaintance introduction is always the most effective method, which can quickly reduce the customer's alertness and resentment and attract the customer's attention. In addition, in the subsequent communication, the sales staff should try to discuss the issues that the customer cares about as much as possible, stimulate the customer's curiosity, and then make an interview request, and everything will be more natural.

In short, the sales staff should remember that the purpose of the telephone appointment is to meet with the customer. No matter what skills are used, the other person should feel that it is necessary to meet with you. This is the basic principle of the telephone appointment.