The art of sales: how to deal with customer complaints

[China Glass Network] Description: Sales is simply selling things, but in the depths is an art, such as how sales personnel deal with customer complaints, this is the need for skills.

First, learn to patiently listen to customer complaints, do not argue with them

When shopping guides eliminate customer dissatisfaction, relying on the front step is to learn to listen. That is to listen to the customer's dissatisfaction, listen to the customer's dissatisfaction, must follow the principle of listening more. The shopping guide representative must calmly let the customer finish the whispers of his ideals, and use the words "yes", "this is indeed true" and nod to express sympathy, and try to understand the reasons, so that There won't be conflicts or even quarrels.

Case:

Miss Huang went to a department store to buy the * brand eye repair cream, went to the mall, the shopping guide said that the one sold out today, they recommended another eye cream of the same brand, can go to the home, Miss Huang carefully read before knowing This one is used to improve the crow's feet of the eyes, not the one you need. I got the mall and asked for a return. The shopping guide was a return, and my face was immediately pulled down. I was sentenced to two people when I was selling. I said: "Cosmetics is as long as the quality of the product is no problem, the skin of the consumer is suitable and will not be returned." . Miss Huang also fired. "I didn't want this one at the beginning. What do you say the same? You have to recommend this to me..." The shopping guide listened to Miss Huang's complaint, listening absently, disdainful. This can be irritated by Miss Huang, strict requirements to see the department store manager to severely punish this shopping guide.

Second, cleverly respond to emotional excitement - change the party, change the place, change time

When the customer is strongly dissatisfied with the service and explanation of a shopping guide, there will be a rejection of the hungry. If the shopping guide continues to explain to the customer according to his subjective ideas, the customer's dissatisfaction and anger will be more intensified. Therefore, in this case, the better way is to ask the guide to temporarily avoid it, and ask another guide to coordinate.

Similarly, when customers are particularly excited, they often use big tricks. They want to use high voices to overwhelm each other to prove that they are reasonable. At this time, it is better to change the environment (or time) to communicate with customers. This is more effective in dealing with customer dissatisfaction. some.

Example:

"Sir, don't you argue here..." (Error)

"I think... you don't believe..." (error)

"That's with you... I mean..." (error)

"Sir. Sorry, my colleague just..." (correct)

"Hello, let's borrow a place to say..." (correct)

Third, quickly handle customer complaints

Avoid delays when dealing with customer complaints, because the longer the time drags, the more irritating the customer will be, and his ideas will become stubborn and difficult to solve. Therefore, when the shopping guides deal with customer complaints, they can't make excuses to say that today is busy tomorrow, and tomorrow, they said that the responsible person is not dragged to the day after tomorrow, the correct approach is to deal with it immediately, and the action of handling customer complaints should also let customers Obviously noticeable. For example, the shopping guide representative can infect the customer with an anxious, nervous look, or tell the customer how things are handled, and to what extent.

In order to calm the feelings of customers, and to seek customer understanding of things.

For example: "This is the company's regulations,

I can't do anything,..." (Error)

"Today we are a little busy, saying that the leadership is not there, I see you still coming tomorrow..." (Error)

"You don't worry, I am busy, wait a minute, I am dealing with you..." (Error)

"Sir, wait a moment, I will deal with you right away..." (correct)

"Your... our technicians are testing you... I am showing you one, when is it good" (correct)

Fourth, the customer's objection is the selling point of the product

It is a positive skill to make customer objections a selling point. The shopping guide needs to be clear. It is meaningless to have a win-win debate with the customer. Even if the shopping guide wins in the debate, the result is the loss of the customer. The relationship between the shopping guide and the customer is like the principle of mirror emission. The attitude of the shopping guide is to treat the customer, and the customer will treat the shopping guide with the corresponding attitude. Therefore, shopping guides need to deal with customer objections with a positive attitude is the key. The basic principle of shopping guides communicating with customers in sales is that business is not a benevolent and a friend.

Example:

"Mr./Miss, this is the popular style this year, this work..." (correct)

"Mr./Miss, this place you said, that's the character of this dress..." (correct)

"...this is...the material is done...you are looking at it..." (correct)

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