拒绝处理 异议处理 回盘技巧

怎么跟客人谈判沟通? 怎么引导客人下单？

怎么跟客人谈判沟通? 怎么引导客人下单？

Opposite Handling 排除疑虑的处理技巧 1

嫌货才是买货人，只是客人嫌货时遇到不懂技巧等业务员很容易把客户给赶跑了，而这个不懂技巧的业务员又不明白。(因为很多人会用抬杠的技巧或者对抗的态度来应对)。

Opposite Handling指的是拒绝、异议、反对、不同意见的处理技巧, 而且这是业务员在与客户沟通时最重要的技巧, 也是目前业务员最容易犯错的地方。这也是在一个完整销售过程里必须花费百分之八十的时间与力气来处理的话题。

不过在此之前，你最好要先学会避免掉业务员常犯的错。

常见的拒绝的例子有

• 根本不理你。
• 你的货太贵了。
• 样品费寄过来太贵了。还有一个一定要参考的样品处理的案例。
• PLEASE DO NOT SHIP ANY TO US. We do not want to order overseas.
• Thank you for all your time.(这是最温柔的拒绝了)
• 你根本找不到客人要的东西，或无法落入目标价区。
• 你报的价比公司网上标的价还要高。
• 时程来不及了。
• 你出的货有问题了。

遇到以上这些情况，你是否经常去使用自我解释与保护的技巧？你是否常用争辨的技巧？你是否常去画一条自我保护的线”我是对的，这一类你错我对的技巧”？

那就非常的恭喜你了，生意必将离你远去。

正确的方案应该要

• 积极性的Listen。 (提问收集意见)
• 找solution or Action，而不是批评与争辩。
• 找到或创造出客人想不到的价值。
• 多争取过程中的认同点，以及如何的化危机为转机。

换句话说，在与客户有意见不同的过程当中，我们要耐住性子想办法不断的争取认同（也就是让他说yes多一点），这会是非常有效的方法，以下有一些反面的例子，也有一些争取认同的例子，请大家参考。

目录

一定要试着从知彼着手，先来猜一下客人的想法(test client)
用回应解释的方法, 解决不了问题
常见的竞争问题及其回应的例子(你的货比当地贵)
客人因换产品很客气的拒绝你了，该如何?
Sample运费贵是最常见
Show hand too early
争取认同的例子
Please be friendly a little bit more every day
其它更多的说明，待续

应对中最常看到业务员有封闭对话的问题(愈讲话题越小越少，直到thank you而终)

1. 没有看懂客人的信
2. 用解释的方法回应客人的效果最差
3. 马上掉到价钱上面去的对话也不好

一定要试着从知彼着手，先来猜一下客人的想法(test client)：

1. 他没有直接买过中国货。当然美国当地供应商是不收运费的。所以他不了解和我们合作的优缺点。
2. 我提供的产品Cute，他会接受。但这不重要，他的客人也容易接受那更重要。对啊，我还有更cute的产品可以让他更容易拿下案子啊!

我没有直接写回信的内容。但就重点提示给各位，所以

1. 我说明功能，而不说明价钱。我们的好处就是货样新鲜与齐全，这是最有助于让他拿到案子的。只是还真的要付运费。
2. 我有其它的团队可以一起帮他拿到案子。要不要先多看看大家提案，争取拿案子再来谈运费的问题。
3. 有帮助才有得谈，那我们当然先去抓到那些点是对客人争取他的客人上面是有帮助的。

这就是能愈讲愈开的方法。

—– 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

用回应、抗辨、解释的方法,都解决不了问题，而且会愈来愈差

很多人常常用回应客人异议的笨方法，即用解释的方法, 这样一点也解决不了问题。 "你的运费很贵"，难道你要说，不贵的，都是物流公司赚走了，我没赚你的之类的说明吗?

"你的价格很贵"，结果有人说就报FOB 上海，可以看起来就便宜了。还有人说，那就降一点吧，最后物流也赚，工厂也很赚，搞不好还有中间人也赚，就你自己不赚，还白忙半天。

贵是相对的概念，只要能客人能明白就好，LV的包，1000美金人家都说便宜，不是吗?所以好的方法是：

1. 用provide value的方式，取代解释
2. 跟客人说明在什么情况下是advantage, 在什么情况下是shortage.

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.

China Direct Promos is an America company as your Panavise in US, here Yiwu is a branch of Pacific Promos, it’sa 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

常见的竞争问题及其回应的例子(你的货比当地贵)

这个Eric与客人的例子里：

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

看起来好像是价钱因素，那客人何不直接去买了，还问什么呢?大家一起努力追求恶性竞争?我猜不是，还有什么没有说出来。

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 kg

now 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可以买到，表示美国有库存，如果初估我们没有错的话，那何必去硬拼呢?浪费客人与我们自己的时间在做登陆战，就算我们能做到4.5，那能帮到客人多少呢?

本案真正的竞争点在那里？能不能去找到差异化？这一点很重要，要让客人拿到案子我们又没有少赚钱。若是我的方案是让客人在二个其中选

1. 建议客人直接去买库存货$4.72就好了，大家省下时间去做别的生意。当然很有可能的，客人此时才会说出真正的原因是什么?
2. 可以差异功能取胜吗?本案可以取好货，往美国没有库存货的式样以及往价高方向去走吗?
3. 可以接受便宜材质的变化吗?利润不变，往低品质走吗?因为变化是我们的优势，要这样吗?

总之目前Eric & Andy是在与低价缠閗，想要打胜有库存货的交易，往自己的弱点走。

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

在这种情况下，可以跟客人补一下，我们的强项是custom made，只要有变化就是我们的天下了，若客人真的能在当地找到 一模一样的东西，通常我们的竞争力就会不够。所以试着去告诉客人一些变化球的可能性，万一他的客人改时，他就还会回头。

客人因换产品很客气的拒绝你了，该如何?

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.

最标准的答案就是：我其它的产品也很强，可以进入介绍其它产品的模式。

Sample运费贵也是最常见的例子

本案的重点要放在客户关系上面而不是强求这一案能不能做成(以客人的利益出发)。这是你再去谈时的重点。不要去否定人家目前的看法。

1. 若他能在当地买到”一样”的产品，你就不要硬想去做成，但别忘了做些教朋友事情即可。
2. 重点在于如何的协助他拿到案子，你能清楚他的状况吗?
3. 到底跟我们买的好处在那里?告诉他，他目前根本就不清楚。
4. Tracy此时若能出手，可以得到更好的客户印象。 (留下我们是团队的印象，安全多一层的印象)
5. 留下对我们的好印象，远比强要去做此案来的重要。 (以退为进)
6. 你之前的提案已被否决了，就要试着去找其它的可能性，千万一直去强辨自己的提案是好的。

所以我的回话方式，给你参考：

It's so bad that I could not help you on this project, if you can buy THE SAME product at local.(承认客人观点，不要去辩，暗示不同质量是不同的价钱)

Normally our advantages are providing client variety, new fashion and new style products which can help client to increase the competitions.(说明及提高我们的价值) I hope can do that for you in the future.(拉到其它的合作机会)

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，但别人都做了，可能会拿不到案子噢!但不能有任何一点威胁的语气)

If you need some cute products, please let me know. I can send you some photos or try our web site at xxxx.(用试一下本案还有没有机会，再试一下网站可不可以改变客人的想法，改一下其它的东西)

Hope ……..

David

=======

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
To: Nick Chen
Sent: Thursday, December 06, 2007 11:46 AM
Subject: Re: Wireless Optical Mouse

Nick,

人家已开始拒绝了，但回了你二次，可是你依然停在运费上面。他要的东西几乎都是从中国运过去，所以运费本身不是问题的，而是出在Samle的运费上面，让人家觉得想看一下样品的成本很高。你并没有解决客人的问题，但给了你二次机会。我猜下一次他就不会理你了。

David

=======

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
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

争取认同的例子

Please be friendly a little bit more every day

当你时时的多为客人想一点点，就会不断的与客人拉进距离一点点，或者客人马上就会给你一些回报。美国人很自大，大部分的人也完全不了解美国以外的世界，这情况非常的像中国清朝的乾隆年代。

在以下的这个例子里面，货物寄到美国是可能会遇到假期，有些业务员会不管情况如何，就直接的把货寄出去了。可能因此货就会丢在美国海关或者快递公司的仓库里面。到时候万一客人要有什么变化要求时，货也一定拉不出来。

Please be friendly a little bit more every day. 主动的多为客人多想一些事情。

---

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.

---

Eric,

That is what I was thinking. Send them out just after the holidays and hope for the best. Thanks. Does China Direct 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.

这客人后来一直下了很多单子给Eric

危机中找到商机

这情况是:货做好了，我先照相过去给客人看看。

Aaron,

Please take a look about the bags. Their quality are all pass. Will clean them today. I will send it out tomorrow and give you tracking number tomorrow or after tomorrow.

结果二个产品中小的那一个产品是会错意而做错了。

David,

I just received the pictures you sent me and the larger bag looks great! However, I am very confused with the smaller bag. The picture below is what I was requesting to replicate, that I sent you on October 19. The picture of the bag you sent me looks nothing like this. Please do not send me the smaller bags, as I do not accept them. If you need me to send you the smaller bag pictured below that I am trying to replicate, let me know and I will mail it to you.

Also, in your email on December 9th when we confirmed the order you promised me a 20 day lead and deliver time. It is now the 27th, when do think I will receive the larger bags?

http://www.ginifab.com/gift/question.php?q=&qu=&qp=&qo=&act=update&qid=76

以上这些帖子都是作者日常生活中的笔记，以及平时内部员工培训使用的，所以拿出来到互联网上面分享不太花时间。

我们平常有一些免费的案例培训群，还有免费的400万订单的外贸故事群，我们还有付费的基础回盘技巧大全的培训群。也有付费的15个以上的案例解说群，回盘英语要不要？

欢迎大家来微信找联络我了解。

想了解促销礼品上万笔产品库的快速报价技巧吗？

这些是作者陆陆续续完成的外贸学习材料案例，不知道多少人有兴趣呢？

想进一步了解的请加我微信：dw4363 或 微博私信。

谢谢。

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