Opposite Handling指的是拒絕、異議、反對、不同意見的處理技巧。 這是一個在銷售過程裡，必須花費百分之八十的時間來處理的話題。不過在此之前，你最好先避免掉業務員常犯的錯。
常見的拒絕的例子有
- 根本不理你。
- 你的貨太貴了。
- 樣品費寄過來太貴了。還有一個一定要參考的樣品處理的案例。
- PLEASE DO NOT SHIP ANY TO US. We do not want to order overseas.
- Thank you for all your time.(這是最溫柔的拒絕了)
- 你根本找不到客人要的東西，或無法落入目標價區。
- 你報的價比公司網上標的價還要高。
- 時程來不及了。
- 你出的貨有問題了。
遇到這種情況，你是否經常去使用自我解釋與保護的技巧?你是否常用爭辨的技巧?你是否常畫一條線”我是對的，這一類你錯我對的技巧”?那就非常的恭喜你了，生意必將離你遠去。
正確的方案應是
- 積極性的Listen。(提問收集意見)
- 找solution or Action，而不是批評與爭辯。
- 找到或創造出客人想不到的價值。
- 多爭取過程中的認同點，以及如何的化危機為轉機。
換句話說，在過程中不斷的爭取認同，這會是非常有效的方法，以下有一些反面的例子，也有一些爭取認同的例子，請大家參考。
目錄
一定要試著從知彼著手，先來猜一下客人的想法(test client)
用回應解釋的方法, 解決不了問題
常見的競爭問題及其回應的例子(你的貨比當地貴)
客人因換產品很客氣的拒絕你了，該如何?
Sample運費貴是最常見
Show hand too early
爭取認同的例子
Please be friendly a little bit more every day
其它更多的說明 II
應對中最常看到業務員有封閉對話的問題(愈講話題愈小，直到thank you而終)
1. 沒有看懂客人的信
2. 用解釋的方法回應客人的效果最差
3. 馬上掉到價錢上面去的對話也不好
一定要試著從知彼著手，先來猜一下客人的想法(test client)：
1. 他沒有直接買過中國貨。當然美國當地供應商是不收運費的。所以他不了解和我們合作的優缺點。
2. 我提供的產品Cute，他會接受。但這不重要，他的客人也容易接受那更重要。對啊，我還有更cute的產品可以讓他更容易拿下案子啊!
我沒有直接寫回信的內容。但就重點提示給各位，所以
1. 我說明功能，而不說明價錢。我們的好處就是貨樣新鮮與齊全，這是最有助於讓他拿到案子的。只是還真的要付運費。
2. 我有其它的團隊可以一起幫他拿到案子。要不要先多看看大家提案，爭取拿案子再來談運費的問題。
3. 有幫助才有得談，那我們當然先去抓到那些點是對客人爭取他的客人上面是有幫助的。
這就是能愈講愈開的方法。
—– Original Message —–
Dear Cheryl
Thank you for your mail, we have our marketing team in LA, but the products are from China, so we have to UPS to you, and when the samples arrived, you can pay for the UPS yourself, i have checked with the UPS, the accurate price would be 30 USD, if you have any agreement with your UPS, it would be cheaper. what do you think about that? please let me know, my friend.Best Regards
Nick
—– Original Message —–
CKN14@…. 写道：
Hi Nick
I just received and was able to open the attachments
Yes the car is cute and we would like to show it to a different client
We do not want to pay $ 50 for shipping
That is too much for samples
Dont you have a warehouse here in the US ??Sorry
Cheryl
用回應解釋的方法, 解決不了問題
Hi Joseph,
This shipment of goods has taken too long. We can’t have this happen again. We ordered different parts from another supplier in China and shipped them the same way. We had the parts in about a week with no issues.
This shipment has taken over 2 weeks and the parts still have not left China. This is not going to work on future orders for us.
How can we fix this for future orders? Why don’t you have an export license? Do you not sell goods outside of China?
Thanks,
Eric
Hi David,
你帮我看看下面的回复是否okay? 需要你给点意见，谢谢！
Hi Eric,
We apologize for hearing the shipment issue. The goods, they(UPS) picked up from us is 28th of November, and the problem come up at 8th of December, they and you contact with me at 8th of December about this problem. What are they doing at the period of 28th of November to 8th of December? 10 days wasted yet.
Pacific Promos is an America company as your Panavise in US, here Yiwu is a branch of Pacific Promos, it’s a manufacturer as your Panavise in Changzhou, just we smaller than your company maybe. General we sell our products to client all over the world, the price is in hand price(DDP price or said door to door price), the client needn’t to undertake any risk, they just living home to receive them is okay.
This case was the first time we met, you cut apart the production and shipping, but you didn’t tell us the shipping account of UPS can’t do the licence.( Because the express company which cooperated with us all can do the licence, except the boat company.) So sorry we didn’t know your UPS can’t do every things of shipping.
Yours sincerely
Joseph Xu | Pacific Proms
常見的競爭問題及其回應的例子(你的貨比當地貴)
這個Eric與客人的例子裡：
2010/2/1 mark
Where is this shipping out of? Maybe I can arrange a better shipping method to bring down the price. Please tell me the size, dimensions and weight of the boxes.
I can get these for 4.72 in the usa? Item # DRCT0109 and item # CEZ3128.
Thanks
看起來好像是價錢因素，那客人何不直接去買了，還問什麼呢?大家一起努力追求惡性競爭?我猜不是，還有什麼沒有說出來。
Hi Mark :
i found #DRCT0109, at http://promostar.logomall.com/ProductDetail/ProductDetail.aspx?Ntt=folding+chairs&Ne=1&Ntx=mode+matchallpartial&BWS=0|2&N=0&DPSV_Id=202418&No=216&Ntk=WordSearchAsiLinename&Nr=LMSiteEligibility:1&id=7945097&pSRVC_Id=65 , but not found # CEZ3128.
the size of #DRCT0109 is of smaller, 20″ x 20″ x 31 1/2″ , but i don’t know what thickness of their steel tube . i know if we use a thiner steel tube , the price will cheaper a little .
pcs/ctn : 6
Ctn size ( CM ) : 93 x 23 x 33
gw : 15 kgnow i know , why our factory give me the MOQ is for container first , 20″ GP 2400 PCS ,40GP：5100PCS 40HQ：6000PCS , it looks there are some body import these huge number at once . $4.72 is a challenge for us, maybe we can get a better price in the factory, but we also need shipping big quantity. i’ll check this again.
客人4.72可以買到，表示美國有庫存，如果初估我們沒有錯的話，那何必去硬拼呢?浪費客人與我們自己的時間在做登陸戰，就算我們能做到4.5，那能幫到客人多少呢?
本案真正的競爭點在那裡?能不能去找到差異化?這一點很重要，要讓客人拿到案子，又沒有少賺錢。若是我的方案是讓客人在二個其中選1.建議客人直接去買庫存貨 $4.72就好了，大家省下時間去做別的生意。當然很有可能的，客人此時才會說出真正的原因是什麼?2.可以差異功能取勝嗎?本案可以取好貨，往美國沒有庫存貨的式樣以及往價高方向去走嗎?3.可以接受便宜材質的變化嗎?利潤不變，往低品質走嗎?因為變化是我們的優勢，要這樣嗎?
總之目前Eric & Andy是在與低價缠閗，想要打勝有庫存貨的交易，往自己的弱點走。
I am so sorry I was having computer issues yesterday and could not respond. I did receive your email and I appreciate it. Thank you very much for your information – the price is very high though – $.80 each We have a supplier here in Canada that will do them for ½ the price at the lowest quantity of 500 – and 1,000 a little less.
So I am sorry but I cannot do this order at these prices – also I would need to have sample so I can confirm to my client that this is exactly what they want.
Deb Newton
在這種情況下，可以跟客人補一下，我們的強項是custom made，只要有變化就是我們的天下了，若客人真的能在當地找到一模一樣的東西，通常我們的競爭力就會不夠。所以試著去告訴客人一些變化球的可能性，萬一他的客人改時，他就還會回頭。
客人因換產品很客氣的拒絕你了，該如何?
Hi Craig, I am sorry to tell you that my client will not go for this option at the moment, but i will keep your contact details should they decide to go ahead with it in the future. Thank you for all your support and help.
最標準的答案就是：我其它的產品也很強，可以進入介紹其它產品的模式。
Sample運費貴是最常見
================================
本案的重點要放在客戶關係上面而不是強求這一案能不能做成(以客人的利益出發)。這是你再去談時的重點。不要去否定人家目前的看法。
1.若他能在當地買到”一樣”的產品，你就不要硬想去做成，但別忘了做些教朋友事情即可。
2.重點在於如何的協助他拿到案子，你能清楚他的狀況嗎?
3.到底跟我們買的好處在那裡?告訴他，他目前根本就不清楚。
4.Tracy此時若能出手，可以得到更好的客戶印象。(留下我們是團隊的印象，安全多一層的印象)
5.留下對我們的好印象，遠比強要去做此案來的重要。(以退為進)
6.你之前的提案已被否決了，就要試著去找其它的可能性，千萬一直去強辨自己的提案是好的。
所以我的回話方式，給你參考：
It’s so bad that I could not help you on this project, if you can buy THE SAME product at local.(承認客人觀點，不要去辯，暗示不同質量是不同的價錢)
Normally our advantages are providing client variety, new fashion and new style products which can help client to increase the competitions.(說明及提高我們的價值) I hope can do that for you in the future.(拉到其它的合作機會)
I have many experiences on “Cute”, “Wonderful”, “My client love it.” while some other clients got my samples ever. It’s really an advantages of our services. (暗示他:你不做，但別人都做了，可能會拿不到案子噢!但不能有任何一點威脅的語氣)
If you need some cute products, please let me know. I can send you some photos or try our web site at xxxx.(用試一下本案還有沒有機會，再試一下網站可不可以改變客人的想法，改一下其它的東西)
Hope ……..
David Wang
================================
Nick Chen 提到:
> hello David
>
> 我已经收到,我现在在考虑给她寄样品.但是我还是觉得对方在运费上面如果谈不拢的话最后估计还会有问题.我今晚给他电话.
>
> Nick
>================================
> —– Original Message —–
> From: David Wang
> To: Nick Chen
> Sent: Thursday, December 06, 2007 11:46 AM
> Subject: Re: Wireless Optical Mouse
>
> Nick,
>
> 人家已開始拒絕了，但回了你二次，可是你依然停在運費上面。
>
> 他要的東西幾乎都是從中國運過去，所以運費本身不是問題的，而是出在Samle的運費上面，讓人家覺得想看一下樣品的成本很高。
>
> 你並沒有解決客人的問題，但給了你二次機會。我猜下一次他就不會理你了。
>
> David Wang
>================================
> Nick Chen 提到:
>>
>> Dear Cheryl
>>
>> Thank you for your frank reply; I think you have noticed the details for shipping price,
>>
>> Freight+ Customs+ Inland transport cost, so it beyond our ability to control the shipping cost.
>>
>> I think the vital part is the final price, and that is the most important thing your client concern about.
>>
>> What do you think about the final price? my friend.
>>
>> Your prompt reply would be highly appreciated.
>> Nick================================
>> Dear Nick,
>>
>> We are concerned about the cost of the shipping
>>
>> Not just the sample but for the entire order
>>
>> We cannot bill the client $ 1000+ for shipping when there are companies here that will only charge them shipping from Ca
>>
>> Thank you for your help, but we cannot pay these high shipping costs
>>
>> Best Regards,
>>
>> Cheryl
>>================================
>> Dear Cheryl
>>
>> Thank you for your mail, we have our marketing team in LA, but the products are from China, so we have to UPS to you, and when the samples arrived, you can pay for the UPS yourself, i have checked with the UPS, the accurate price would be 30 USD, if you have any agreement with your UPS, it would be cheaper. what do you think about that? please let me know, my friend.
>>
>> Best Regards
>>
>> Nick================================
>> Hi Nick
>>
>> I just received and was able to open the attachments
>>
>> Yes the car is cute and we would like to show it to a different client
>>
>> We do not want to pay $ 50 for shipping
>>
>> That is too much for samples
>>
>> Dont you have a warehouse here in the US ??
>>
>> Sorry
>>
>> Cheryl
>>================================
>> Hi Nick
>>
>> We have new computers here today and I am still having trouble opening the quotation
>>
>> could you please send it within the email ?? or send it with the samples
>>
>> I need pricing for 1000, 2500 and 5000
>>
>> Please send the sample to me UPS R 513 V2 or FedX # 232 xxx xxx
>>
>> ps. (Pingline is offering free freight for all orders placed in Dec)
>>
>> Thank you================================
>> —–Original Message—–
>> From: 广亮 陈
>> To: CKN14@
>> Sent: Mon, 3 Dec 2007 12:40 pm
>> Subject: quotation /promotions Nick from China
>>
>> Dear Cheryl
>>
>> This is Nick from xxxx, I just called you,thank you for your mail. i have checked with our factory, this type is quite good to keep the balance between price and quality,so it is very popular during our business.
>>
>> also, i will arrange the sample to you, can you give me your Express No.according to the regulation in our company, our customer should afford the delivery cost. also, is that ok that i send you the sample at random.is that ok? because you haven’t give more detail information.
>>
>> the final price is in the attachment. do you have skype or something, we can discuss the details more directly. if you hav any question, please let me know.
>>
>> At last, i want to confirm that your final location is INDIANAPOLIS, is that right?
>>
>> looking forward to your reply.
>>
>> best regards
>>
>> Nick================================
>>
>> Dear Nick
>>
>> We received the quote for # S01070981
>> Is this your most popular item of this type ??
>> Or, do you recommend a different variety??
>> We will be ordering these in Jan to arrive in April to zip code # 46250
>> Please quote this project out for that delivery schedule for 1000, 2500 and 5000
>> Also, Please send one working sample to us now for client review
>>
>> Cheryl
>>
Show hand too early
這是在不了解客人的情況下，又太早攤牌的例子。通常客人的第一封信是處於防禦狀態，我們要爭取最大的機會和可能性來先讓對方放輕鬆。
很可惜的是，對話中少了讓客人了解我們的機會。客人可是辛苦的打一堆自己的資料，然後加入會員的噢
—– Original Message —–
BarbaraI would like to RECOMMEND a retail online website: http://www.ebay.com/
Pls keep me in mind when you need wholesale service in the furture , my pleasure to help with your any needs . Thanks !
Christmas greetings and best wishes filled with happy surprises ~~~Cheers
— Tracy—– Original Message —–
From: Gary Nulty
To: Tracy
Sent: Wednesday, December 05, 2007 6:52 AM
Subject: Re: about Golf Club Pen Set from China officeNo thank you. Please remove me from your email.
—– Original Message —–
From: Tracy
To: Gary Nulty
Sent: Monday, December 03, 2007 11:13 PM
Subject: Re: about Golf Club Pen Set from China officeBarbara
Unite price
as you only need 1 set, the unit price can not be reducted any more and it is the lowest price $6/set, i can arrange to you as a sample delivery RIGHT NOW.
if you can reach our MOQ 3000pcs, the unit price will be $2.00/set , production days 25days . Pls kindly understanding .Freight
also you only need 1 set, the freight looks high normally, Pls kindly understanding .
you will only pay off unit price $6.00/set if you can accept freight by collect .I do really wanna work with you , If I am not able to fulfill your needs pls just tell me, i will let my colleague to take care of your needs .
Any way thanks for your reply to me quickly , pls contact with us with any future project . Thanks a lot !
cheers
tracy—– Original Message —–
From: Gary Nulty
To: Tracy
Sent: Tuesday, December 04, 2007 7:18 AM
Subject: Re: about Golf Club Pen Set from China officeNot interested – too much money. Please delete me from your system.
Thank you.
—– Original Message —–
From: Tracy
Sent: Monday, December 03, 2007 4:16 AM
Subject: about Golf Club Pen Set from China officeHello Barbara
This is Tracy.
Nice to meet you here and great to hear that you are interested in our product .
As you request, I have photograghed a actual sample for your reference firstly, pls see attached picture for detail. Thanks !
Quote:
FOB China $ 6.00/set
Freight: $ 30 by UPS
Total Amount: $36.00Payment : you have 2 option for pay to us
a) by Credit Card
You may just enter into the paypal link for our company with :https://www.paypal.com/us/prq/id=xxxxxxxxxx
b) by T/T pls transfer to following acct :
Bank name: Bank of American
Swift code: BOFAUS6S
Beneficiary name: -2459
Account No.: 2756402459
Routing No.: 026009593Let me know if there is any problem or question, here really need your feedback which is very improtant for me to suply better service. Thanks.
Cheers
Tracy——- 原始郵件 ——-
主旨: Inquiry notification from Your Supplier
日期: Sun, 02 Dec 2007 06:24:00 -0800This is a notification from Your Supplier inquiry system , please contact Barbara Nulty .
——————————————————
Member Information
Name : Barbara Nulty——————————————————
Inquiry Infomation
Inquiry Number: 377
Detailed Inquiry List: http://www.ursupplier.com/shop/admin/orders.php?oID=377&page=&action=reply
Date Inquired: Sunday 02 December, 2007Products
——————————————————
1 x Golf Club Pen Set (FFGolfPen) = US$15.16
——————————————————
Sub-Total: US$15.16
Total: US$15.16
爭取認同的例子
Please be friendly a little bit more every day
當你多為客人想一點，就會與客人拉進一點，或者客人馬上就會給你一些回報。
美國人很自大，但完全不了解美國以外的世界，很像中國的乾隆以前。
please be friendly a little bit more every day.Eric,That is what I was thinking. Send them out just after the holidays and hope for the best. Thanks.
Does Pacific Promos do flags. We have a flag being manufactured for us, but the cost seem high.
I’d like to get another a quite and would consider changing manufacturers.
One note however, we usually only by the flags 100 at a time. We could do more, depending upon price, but I don’t see us ever ordering more than about 250 at a time.
Hi Steve :The new year holiday is 1/1 ~ 1/3 here, we plan 1/4 (first work day of 2010) shipping out your bam bam sticks, you will get these at 1/7~1/8 , if you would like change this shipping plan or you have any question, feel free to contact me.
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