如何处理客户异议课件

如何处理客户异议如何处理客户异议1OBJECTIONHANDLING处理异议Weexpectto课程目标:Haveacommonunderstandingofwhatisan“Objection”理解什么是“异议”HaveaclearpathtomanageanObjection清楚如何处理异议BeawareofwhypeopleraiseObjections明白为什么会产生异议BeawareoftheprofilesofwhoraiseObjections了解有那些人会提出异议？Whendotheymakeit什么时候会提出异议？Beawareofthebenefitsofquestioninginobjectionhandling了解处理异议时提问的好处Beawareoftheimportanceofhavingobjectionsduringthesalescampaign了解在销售活动中处理异议的重要性OBJECTIONHANDLING处理异议WeexpecOBJECTIONHANDLINGAfterthissessionyoushouldbeableto课程结束后你能够:Understandandapplyapropertechniquetohandleobjections(youwillneedtopracticeonyourown)掌握处理异议的技巧（平时自己也需要多练习）Beawareoftheimportanceofquestioningskills/listeningskills知道提问/聆听技巧的重要性SimulateascenarioinwhichyouhandleaCustomerObjection模拟一个如何处理客户异议的情景OBJECTIONHANDLINGAfterthissWhydopeopleobject?为什么人们提出异议90%ofthetime:90%的情况是因为：Fear,Doubt,Skepticism害怕，担心，怀疑Needmoreinformation需要更多信息Solutionunclear产品/方案不明确PresentationUnclear你的陈述不够清楚Youdidnotlisten你自己没认真听Customerdidnotlisten客户没认真听Youdidnotqualify你不称职Benefitsdon’toutweighCosts/Risks效果达不到期望值Whydopeopleobject?为什么人们提出异Whydopeopleobject?为什么人们提出异议10%ofthetimebecausetheyare:剩下的10%在于：Enemies!=CompetitorsChampions!敌人=竞争对手的Champions!Whydopeopleobject?为什么人们提出异议WhatisanObjection?什么是异议？AGREATOPPORTUNITY…………!很好的机会。。。！Objectionmeansinterest!异议意味着感兴趣！WhatisanObjection?什么是异议？AGWhatisanObjection?什么是异议？Excellentopportunitytoeducatethecustomer教育客户的绝佳机会Theyallowyoutobuildcredibility建立个人信誉的机会Demonstratecustomer’sinterest(atleast,sensitivity)buyingsignals表示出客户的购买信号或兴趣DetermineyourpositioninSalesCycle判断你在这个销售过程中的位置Naturalpartofthebuyingprocess购买过程中很自然要发生的

ObjectionsareveryrevealingofDecisioncriteria,powerchart,personalwin,competition揭示了决策标准，权力图，个人影响力等等allowtoGetnextsteps帮助迈向下一步allowtoQualifypeople帮助识别客户Allowtodefinedecisioncriteriaanddecisionprocess帮助确认决策标准，流程AnopportunitytodifferentiateT3fromthecompetition把TD和其他竞争产品区分开的一个机会WhatisanObjection?什么是异议？Whatisanobjection什么是异议？ThisiswhyObjectionsrevealalotaboutcustomer这就是为什么异议揭示了客户的很多信息Thisisa“wellobjectionhandled”Customer这是一个“异议处理的很好”的客户（坦诚相见了）Whatisanobjection什么是异议？ThiRemember!切记！Peoplegenerallydon’tdeliberatelylie.人们一般不会故意撒谎Peoplearegenerallyingoodfaith.人们普遍都比较善意Sometimetheyonlyomittotellallthedetailsbecausewedonotlistentothem.有些时候他们不愿透露更多细节是因为我们没有认真聆听。Remember!切记！PeoplegenerallydOBJECTIONHANDLING处理异议

HandlingObjections,SalesPeopleoften处理异议的时候，销售人员会经常：Askwithnoaim(Notprepared)没有目标的询问（没有准备好）Askinaccurately!(linguisticproblems)问的过于宽泛（语言表达问题）Donotask!(Afraid)不去问（害怕）Donotlistentotheanswers(Ikeepgoingmyway)没有认真听回答（自顾自的）Makemanyassumptions,想当然的Donotbuildquestioningonthebasisoftheanswersreceived.(Ikeepgoingmyway)不是基于听到的回答进行发问（自顾自的）Thinkattheresponseimmediately不假思索的就回答Respondwithoutthinkingwhat“lives”behindtheobjection没有认真思考对方提的异议背后的真实意思。OBJECTIONHANDLING处理异议HandliOBJECTIONHANDLING处理异议Remember!切记！Focusonthecustomer,notjusttherightanswer.把注意力放在客户身上，而非为了得到一个正确的回答EarntheRighttoAdvance.赢得先机PersuadethroughInvolvement.说服需要依赖客户充分的参与OBJECTIONHANDLING处理异议RemembeObjectionHandlingProcess异议处理流程Activity活动:Whyweshouldbeemphatic?为什么要表现出积极的情绪?Whathappensifwerespondimmediately?如果马上作答会发生什么？Howcanwebesurethatwe’rerespondingexactly?我们怎么确保回答的正确？Howcanwebesurewe’rerespondingeffectively?我们怎么确保回答的有效？WhatarethestepsintheObjectionHandlingProcess?异议处理流程有哪些步骤？ObjectionHandlingProcess异议处ObjectionHandlingProcess异议处理流程6steps:ENCOURAGING鼓励QUESTIONING提问CONFIRMING确认RESPONDING回答CHECKING检查PROBING-ACTION下一步ObjectionHandlingProcess异议处理Step1–Encourage鼓励Encourage鼓励Listen&Observe聆听&观察Showempathyinordertodiffuseantagonism表现积极点，避免对立情绪Donotreact不要太多反应Letthemfinishquestion听他们说完问题Turnconfrontationintomutualproblemsolving转变成共同来解决问题Payattentiontobodylanguage注意身体语言KeyQuestions:一些问题：Ihearyou,butI’mnotsureIunderstand….我在听，但我不太理解。。。Please,explain….请解释。。。CanyouElaborateonthat?能说的更具体些吗？Thatisreallyinteresting….这点非常有趣。。。Step1–Encourage鼓励Encourage鼓励Step2–Question提问Question提问PlayColomboGetallobjectionsonthetable了解所有异议Flushouttherealobjection找出真正的异议DigDeeperforunderstanding挖掘更多信息帮助理解Keepencouragingagainandagain继续鼓励Keyphrases:一些句子：Howdoyoudothisnow?你现在是怎么做的？Whatisthenatureofyourconcern?您关注是基于？Whatareyourbiggestconcerns?你最关心的是什么？Whatspecificallydoyouhear?您听到了哪些具体的？Step2–Question提问Question提问Step3–Confirm确认Confirm确认Restatewhatyou’veheard重申你所听到的Summarizeit总结一下Makesureeveryoneintheroomunderstands确认在场的人都明白了Besureyouunderstand你自己是否理解了Keyphrases:LetmerestatewhatIthinkIheard让我重复一下我听到的Incaseothersdidnothear,Iwillrepeatyourquestion为确保大家都理解了，我再重复您的问题Isthatwhatyouareasking?您是这个意思吗？Step3–Confirm确认Confirm确认Step4–Respond回答Respond回答Itdependsfromthe“type”oftheObjection.取决于异议的类型WecandivideObjectionsinto4categories:可以划分为4类Misconception概念错误Skepticism怀疑Complaint抱怨Realdrawback真正的缺点（所引发的）KeyphraseMisconception:Clarify对于概念错误的：立即澄清Skepticism:Prove怀疑：用方法证明Complain:Action抱怨：采取行动Realdrawback:Minimize真正的缺点引发的：弱化影响Step4–Respond回答Respond回答Step5–Vefify检查Verify检查Askifyouhaveaddressedtheobjection,询问是否解决了对方的异议Ifnot,repeatthestep如果没有，重复上述过程Ifyes,actionrequired如果是，开展下一步KeyquestionsHaveIaddressedyourconcern…?我有没有回答好您所关心的。。。？Doyouhaveanyotherquestionabout…?您有其他的问题吗？Canwegoaheadwiththisproposal…..?我们是不是可以进行下一步了。。。？Step5–Vefify检查Verify检查OBJECTIONHANDLING处理异议IfYES,Wecangoaheadandtest….如果是，我们可以继续往前了Establishacondition:设定一个条件：Ifwe…..Willyou?如果我们。。。你会不会。。。？SupposethatIresolvetheproblemyoujusttoldmeansweringmyquestions,wouldyoudocommitforthisspecificnextstepwithinthisperiod?如果我解决掉这个问题，你们会答应进行下一步活动吗？Supposethat…假设。。。OBJECTIONHANDLING处理异议IfYES,OBJECTIONHANDLING处理异议Supposeyourbossmakesyoudecide,whatwillbeyourdecision?如果你的老板让你来决定，你的决定是?Supposeyourcolleagueshaveanotheridea…?如果你的同事有其他想法。。。？

Supposewedothis…Whatwillithappenlateron?(NextStep)假设我们这样做了，下一步会怎么样？SupposethatIshowyouthatthinkdesigncandothis,thenwhathappen?如果我向你证明ThinkDesign能做到这点，接下来会如何？OBJECTIONHANDLING处理异议SupposeOBJECTIONHANDLING处理异议Summary总结Anobjectionrarelymeansthatthecustomerdoesnotwantthinkdesign如果客户有异议，那很大程度上证明对方有兴趣Wecanlearnagreatdealfromtheobjectionitselfandfromwhoaskedit从异议本身和提问者可以获得很多信息Practiceandemploythetechniqueyoufeelbetterwith不断练习各种处理技巧Improve持续改进Beaccuratelypreparedonthemostcommonobjectionstohandleitwithcredibility对于常见异议要做好细致的准备OBJECTIONHANDLING处理异议Summary总OBJECTIONHANDLING处理异议Somephrasesofgreatsalesguys….一些伟大的业务员曾说过：“TheSoonerYouStartTalking,TheSoonerYouStartLosing.”越快开口讲话，就输的越快“ByGatheringInformationyouGainAdvantage;ByGivingInformationyouGiveAwayAdvantage.”收集信息会获得优势，只是一味提供信息就会丧失竞争优势“Sell,Don’tTell.销售，而非说教”OBJECTIONHANDLING处理异议SomephrOBJECTIONHANDLING:处理异议：EXERCISEN.1练习1Objection:Changingistooexpensive异议：改变成本太高了1)encourage:鼓励：Interestingtohear….很高兴听到。。。Itsoundslikeyouthoughtchangingalready….听着似乎你已经思考过改变了。。。MayImakesomequestionaboutit?我可以问一些问题吗？OBJECTIONHANDLING:处理异议：EXERCIOBJECTIONHANDLING处理异议:2)questions:提问：Currentsystemisyourfirstone?目前的系统是你们用的第一个吗？Haveyougotanybenefitscomparedtopastone?跟过去相比，你们获得哪些好处呢？Doyouthinkisgoingtobeyourlastsolution?你认为它会是你最后一个方案吗？Howdoyouevaluatecost?Onprice,onRoi?你是怎么评估成本的？价格？ROI？OBJECTIONHANDLING处理异议:2)quesOBJECTIONHANDLING处理异议:3)Confirm:确认Yourcompanyalreadymadechanges你的公司已经在做出改变Youhadissuesonlearning,training,butyougotbenefits.会面临学习，培训这些问题，但你会获得一些好处。YouagreeonRoiascriteria你承认用ROI作为标准。OBJECTIONHANDLING处理异议:

OBJECTIONHANDLING处理异议:4)Respond:回复IcanunderstandYourposition我能理解你所处的位置Feel,Felt,Found…..（会经历一个过程，从最初的‘觉得’到后面‘发现’确实有效果）Morethan90%ofourcustomerscomefromthesamesituation我们90%的客户都面临过这样的问题Allofthemwantedtopreserveexistingproductivityandimproveefficiencyatthesametime.他们都希望在保持生产率的同时改进效率。OBJECTIONHANDLING处理异议:4)Res

OBJECTIONHANDLING处理异议:5)Respond:回复Letanalyzeoneissueatthetimeandunderstandyourneeds我们一个一个来分析，确认您真正需要的Weknowtherearesomecostrelatedtotrainingandchanging的确会因为培训，改变等产生一些成本WeallknowthereisacosteveninNOTchanging但如果不改变也会发生成本I’dliketoshowyousomecasestudiesaboutbenefitsthatcustomerssimilartoyougotwithoursolutions我可以给你看一些跟你情况类似的客户，用了我们的方案后的获益情况Doyouhaveanyotherdoubt?还有其他疑虑吗？OBJECTIONHANDLING处理异议:

OBJECTIONHANDLING处理异议:6)Verify:检查Haveweansweredinaproperway?我们这样回答合适吗？Canwemoveforwardonthisway?能继续这样吗？OBJECTIONHANDLING处理异议:

OBJECTIONHANDLING处理异议:Criticalsituationduringquestioning需引起注意的危险情况：Themeetingseemstobeaninquiring…noinfo,poorinfo会议中只是不断询问。。。没有任何信息或信息很少Thespeakerthinkshisanswershavenoimportance…发言者认为他的回答不重要Thequestionsshowthatyoudon’tcareaboutthesituationandthespeaker…你提的问题说明你没有注意当时情况和发言者。。。Thespeakerisafraidthattheinfohegivescanbeusedagainsthim发言者害怕他提供的信息会对他不利Hedoesn’tunderstandthemeaningofthequestionsandloseshispatience没有理解问题的含义并失去耐心Inspiteoftheforecast,heisn’tinterestedin

不感兴趣OBJECTIONHANDLING处理异议:Critic

OBJECTIONHANDLING处理异议:Whatwillyoudo?你该怎么做Changerole:fromquestioningtoinformingtillhereassureshimself:metrics,references,nicestory,addvalue!改换角色：从提问到鼓励直到对方得到宽慰，通过metrics,客户参考，故事，增加价值等！Makequestionsandgiveinfo,atthesametime同时提问并给予信息Theskillconsistsofmakingessentialquestionsintherightwayandattherighttime技巧包括何时何地问什么样的问题It’sveryimportanttoshowthatthespeaker’sinfoarenecessariesandturnthemtohisadvantage告诉发言者他们的信息很必要，很有价值OBJECTIONHANDLING处理异议:Whatw

OBJECTIONHANDLING处理异议Step1:ACTIONMaketheoffer(nextstep)行动带来订单（下一步）WhatabouthavingademoonThursday?何不这周四举行一个demo?WhataboutyoutoorganizeameetingwithMr.higherlevel/E.Buyeretc…?你能组织一个会议，邀请高层/购买决定者参加。。。？WhataboutsigningaPOafterthedemo?做完demo就签单怎么样？WhataboutflyingtoItalytovisittheformerthink3biggestEuropeancustomer(GD..)?想不想去意大利参观欧洲的客户？OBJECTIONHANDLING处理异议Step1:

OBJECTIONHANDLING处理异议Step2:Getaobjection,getaNO出现异议，被答复说“No”Customer:客户：Well,IamnotsureifIamwillingtoorganizethisdemowithmybossfornextweekbecauseI‘mnotsurethatyouareabletohandlelargeassemblies我不确信我是否能组织一个demo并邀请老板参加，因为我还不能确认你能不能做大装配OBJECTIONHANDLING处理异议Step2:

OBJECTIONHANDLING处理异议Step3:Encourage鼓励You:你：

Donotreact,smile不要其他反应，保持微笑Listen,goodcontacteyes聆听，保持眼神接触Lethimfinishobjection:Keepyourmouthshut让他说完：闭上你的嘴Showempathy表现出积极情绪GoodQuestions好的反应：IhearbutI’mnotsureIunderstood我在听但不确认是否理解了Canyoutellmemoreaboutwhatyoumeanby“HandlingLargeAssemblies”?你能告诉我“处理大。装配”是什么意思吗？OBJECTIONHANDLING处理异议Step3:

OBJECTIONHANDLING处理异议Step4:Confirm确认CustomerAnswer:客户回答：WemanufactureMachinesandweneedLargeAssemblyfeatures.Pro/EisthebestproducttohandleLargeAssembly.It’sbeenalongwaytoimplementitandIdonotfeelcomfortabletobringintodiscussionthisdecision我们制造机器，需要大装配功能。Pro/E是处理大装配的最好产品。我们已经实施了很多年，我想没必要再讨论这个问题了OBJECTIONHANDLING处理异议Step4:

OBJECTIONHANDLING处理异议Step4:Confirm:Keyquestions确认：LetmerestatewhatIthinkIheard让我重复一遍我听到的Incaseother’sdidnothear,Iwillrepeatyourquestion为确保所有人都听到了，我再重复一遍你的问题Isthatwhatyouareasking?你是问的这个意思吗？Example举例Well,Letmerecapwhatyoujusttoldme.YouaretellingmethatithasbeentoughtoreachtheresultsyouaregettingwithPro/Eandyouarenotwillingtostartagain?

我总结下您刚才说的。您是说花了很大精力才用Pro/E达到这些结果，所以不想再重新开始，是吗？OBJECTIONHANDLING处理异议Step4:

OBJECTIONHANDLING处理异议Step5:ProbingCustomeranswer:客户回答：Yes,thisisexactlywhatImean.对，我是这个意思No(getbacktostage3)不是（回到第3阶段）YouQuestioning你的问题HowlongdidittaketoimplementPro/E?实施Pro/E花了多长时间？Areyousatisfiedwiththewaytheusersareusingitnow?你对现在的使用满意吗？Whatwouldyouimproveifyoucould?如果可以的话你希望哪些方面得到改进？OBJECTIONHANDLING处理异议Step5:

OBJECTIONHANDLING处理异议Step6:Responding回复Customeranswer:客户回答：I'amnotfullysatisfiedbecauseonly4outof22usersareuptospeed….我不太满意，以为22个人里只有4个达到速度。。。OBJECTIONHANDLING处理异议Step6:

OBJECTIONHANDLING处理异议YouResponding/Questioning你的答复/提问

SupposethatIshowyouanewveryinnovativetechnologythatallowsanyusertoproductiveinlessthatoneweek….Wouldyoubewillingtoorganizeademowithyourbossnextweek?如果我向你展示一项创新的技术，能让使用者在不到一个星期时间就出效果，，，你能不能组织一场demo,请你的老板也参加？Supposethatthereisacompanyinyourfieldthathasbeenusing190seatsofproefor10yearsthatdecidedtoimplement300seatofthinkdesignlastmonth,wouldbecurioustoseeademo?你们区域有一家公司买了190套proe，用了10年，上个月却决定购买300套ThinkDesign了，你会不会觉得好奇，想看看demo?OBJECTIONHANDLING处理异议YouRes

OBJECTIONHANDLING处理异议Step7:Action!行动！DemoPOCustomerVisit客户拜访CorporateVisit企业拜访CustomDemoEtc….OBJECTIONHANDLING处理异议Step7:

OBJECTIONHANDLING处理异议Howtohandleobjections:如何处理异议：Listening/questioning聆听/提问Fortunately,customersmakeobjections很幸运，客户提出异议了Theonlywaytohandleefficientlyobjectionsistoimproveourlisteningskills有效处理异议的唯一方法就是提高我们的倾听技巧Theonlywaytoimproveourlisteningskillsistoimproveourquestioningskills提高倾听技巧的唯一方法就是改进提问的技巧Firstexercise首先要多练习OBJECTIONHANDLING处理异议Howto41Thanks!谢谢！Grazie！41Thanks!谢谢！Grazie！如何处理客户异议如何处理客户异议42OBJECTIONHANDLING处理异议Weexpectto课程目标:Haveacommonunderstandingofwhatisan“Objection”理解什么是“异议”HaveaclearpathtomanageanObjection清楚如何处理异议BeawareofwhypeopleraiseObjections明白为什么会产生异议BeawareoftheprofilesofwhoraiseObjections了解有那些人会提出异议？Whendotheymakeit什么时候会提出异议？Beawareofthebenefitsofquestioninginobjectionhandling了解处理异议时提问的好处Beawareoftheimportanceofhavingobjectionsduringthesalescampaign了解在销售活动中处理异议的重要性OBJECTIONHANDLING处理异议WeexpecOBJECTIONHANDLINGAfterthissessionyoushouldbeableto课程结束后你能够:Understandandapplyapropertechniquetohandleobjections(youwillneedtopracticeonyourown)掌握处理异议的技巧（平时自己也需要多练习）Beawareoftheimportanceofquestioningskills/listeningskills知道提问/聆听技巧的重要性SimulateascenarioinwhichyouhandleaCustomerObjection模拟一个如何处理客户异议的情景OBJECTIONHANDLINGAfterthissWhydopeopleobject?为什么人们提出异议90%ofthetime:90%的情况是因为：Fear,Doubt,Skepticism害怕，担心，怀疑Needmoreinformation需要更多信息Solutionunclear产品/方案不明确PresentationUnclear你的陈述不够清楚Youdidnotlisten你自己没认真听Customerdidnotlisten客户没认真听Youdidnotqualify你不称职Benefitsdon’toutweighCosts/Risks效果达不到期望值Whydopeopleobject?为什么人们提出异Whydopeopleobject?为什么人们提出异议10%ofthetimebecausetheyare:剩下的10%在于：Enemies!=CompetitorsChampions!敌人=竞争对手的Champions!Whydopeopleobject?为什么人们提出异议WhatisanObjection?什么是异议？AGREATOPPORTUNITY…………!很好的机会。。。！Objectionmeansinterest!异议意味着感兴趣！WhatisanObjection?什么是异议？AGWhatisanObjection?什么是异议？Excellentopportunitytoeducatethecustomer教育客户的绝佳机会Theyallowyoutobuildcredibility建立个人信誉的机会Demonstratecustomer’sinterest(atleast,sensitivity)buyingsignals表示出客户的购买信号或兴趣DetermineyourpositioninSalesCycle判断你在这个销售过程中的位置Naturalpartofthebuyingprocess购买过程中很自然要发生的

ObjectionsareveryrevealingofDecisioncriteria,powerchart,personalwin,competition揭示了决策标准，权力图，个人影响力等等allowtoGetnextsteps帮助迈向下一步allowtoQualifypeople帮助识别客户Allowtodefinedecisioncriteriaanddecisionprocess帮助确认决策标准，流程AnopportunitytodifferentiateT3fromthecompetition把TD和其他竞争产品区分开的一个机会WhatisanObjection?什么是异议？Whatisanobjection什么是异议？ThisiswhyObjectionsrevealalotaboutcustomer这就是为什么异议揭示了客户的很多信息Thisisa“wellobjectionhandled”Customer这是一个“异议处理的很好”的客户（坦诚相见了）Whatisanobjection什么是异议？ThiRemember!切记！Peoplegenerallydon’tdeliberatelylie.人们一般不会故意撒谎Peoplearegenerallyingoodfaith.人们普遍都比较善意Sometimetheyonlyomittotellallthedetailsbecausewedonotlistentothem.有些时候他们不愿透露更多细节是因为我们没有认真聆听。Remember!切记！PeoplegenerallydOBJECTIONHANDLING处理异议

HandlingObjections,SalesPeopleoften处理异议的时候，销售人员会经常：Askwithnoaim(Notprepared)没有目标的询问（没有准备好）Askinaccurately!(linguisticproblems)问的过于宽泛（语言表达问题）Donotask!(Afraid)不去问（害怕）Donotlistentotheanswers(Ikeepgoingmyway)没有认真听回答（自顾自的）Makemanyassumptions,想当然的Donotbuildquestioningonthebasisoftheanswersreceived.(Ikeepgoingmyway)不是基于听到的回答进行发问（自顾自的）Thinkattheresponseimmediately不假思索的就回答Respondwithoutthinkingwhat“lives”behindtheobjection没有认真思考对方提的异议背后的真实意思。OBJECTIONHANDLING处理异议HandliOBJECTIONHANDLING处理异议Remember!切记！Focusonthecustomer,notjusttherightanswer.把注意力放在客户身上，而非为了得到一个正确的回答EarntheRighttoAdvance.赢得先机PersuadethroughInvolvement.说服需要依赖客户充分的参与OBJECTIONHANDLING处理异议RemembeObjectionHandlingProcess异议处理流程Activity活动:Whyweshouldbeemphatic?为什么要表现出积极的情绪?Whathappensifwerespondimmediately?如果马上作答会发生什么？Howcanwebesurethatwe’rerespondingexactly?我们怎么确保回答的正确？Howcanwebesurewe’rerespondingeffectively?我们怎么确保回答的有效？WhatarethestepsintheObjectionHandlingProcess?异议处理流程有哪些步骤？ObjectionHandlingProcess异议处ObjectionHandlingProcess异议处理流程6steps:ENCOURAGING鼓励QUESTIONING提问CONFIRMING确认RESPONDING回答CHECKING检查PROBING-ACTION下一步ObjectionHandlingProcess异议处理Step1–Encourage鼓励Encourage鼓励Listen&Observe聆听&观察Showempathyinordertodiffuseantagonism表现积极点，避免对立情绪Donotreact不要太多反应Letthemfinishquestion听他们说完问题Turnconfrontationintomutualproblemsolving转变成共同来解决问题Payattentiontobodylanguage注意身体语言KeyQuestions:一些问题：Ihearyou,butI’mnotsureIunderstand….我在听，但我不太理解。。。Please,explain….请解释。。。CanyouElaborateonthat?能说的更具体些吗？Thatisreallyinteresting….这点非常有趣。。。Step1–Encourage鼓励Encourage鼓励Step2–Question提问Question提问PlayColomboGetallobjectionsonthetable了解所有异议Flushouttherealobjection找出真正的异议DigDeeperforunderstanding挖掘更多信息帮助理解Keepencouragingagainandagain继续鼓励Keyphrases:一些句子：Howdoyoudothisnow?你现在是怎么做的？Whatisthenatureofyourconcern?您关注是基于？Whatareyourbiggestconcerns?你最关心的是什么？Whatspecificallydoyouhear?您听到了哪些具体的？Step2–Question提问Question提问Step3–Confirm确认Confirm确认Restatewhatyou’veheard重申你所听到的Summarizeit总结一下Makesureeveryoneintheroomunderstands确认在场的人都明白了Besureyouunderstand你自己是否理解了Keyphrases:LetmerestatewhatIthinkIheard让我重复一下我听到的Incaseothersdidnothear,Iwillrepeatyourquestion为确保大家都理解了，我再重复您的问题Isthatwhatyouareasking?您是这个意思吗？Step3–Confirm确认Confirm确认Step4–Respond回答Respond回答Itdependsfromthe“type”oftheObjection.取决于异议的类型WecandivideObjectionsinto4categories:可以划分为4类Misconception概念错误Skepticism怀疑Complaint抱怨Realdrawback真正的缺点（所引发的）KeyphraseMisconception:Clarify对于概念错误的：立即澄清Skepticism:Prove怀疑：用方法证明Complain:Action抱怨：采取行动Realdrawback:Minimize真正的缺点引发的：弱化影响Step4–Respond回答Respond回答Step5–Vefify检查Verify检查Askifyouhaveaddressedtheobjection,询问是否解决了对方的异议Ifnot,repeatthestep如果没有，重复上述过程Ifyes,actionrequired如果是，开展下一步KeyquestionsHaveIaddressedyourconcern…?我有没有回答好您所关心的。。。？Doyouhaveanyotherquestionabout…?您有其他的问题吗？Canwegoaheadwiththisproposal…..?我们是不是可以进行下一步了。。。？Step5–Vefify检查Verify检查OBJECTIONHANDLING处理异议IfYES,Wecangoaheadandtest….如果是，我们可以继续往前了Establishacondition:设定一个条件：Ifwe…..Willyou?如果我们。。。你会不会。。。？SupposethatIresolvetheproblemyoujusttoldmeansweringmyquestions,wouldyoudocommitforthisspecificnextstepwithinthisperiod?如果我解决掉这个问题，你们会答应进行下一步活动吗？Supposethat…假设。。。OBJECTIONHANDLING处理异议IfYES,OBJECTIONHANDLING处理异议Supposeyourbossmakesyoudecide,whatwillbeyourdecision?如果你的老板让你来决定，你的决定是?Supposeyourcolleagueshaveanotheridea…?如果你的同事有其他想法。。。？

Supposewedothis…Whatwillithappenlateron?(NextStep)假设我们这样做了，下一步会怎么样？SupposethatIshowyouthatthinkdesigncandothis,thenwhathappen?如果我向你证明ThinkDesign能做到这点，接下来会如何？OBJECTIONHANDLING处理异议SupposeOBJECTIONHANDLING处理异议Summary总结Anobjectionrarelymeansthatthecustomerdoesnotwantthinkdesign如果客户有异议，那很大程度上证明对方有兴趣Wecanlearnagreatdealfromtheobjectionitselfandfromwhoaskedit从异议本身和提问者可以获得很多信息Practiceandemploythetechniqueyoufeelbetterwith不断练习各种处理技巧Improve持续改进Beaccuratelypreparedonthemostcommonobjectionstohandleitwithcredibility对于常见异议要做好细致的准备OBJECTIONHANDLING处理异议Summary总OBJECTIONHANDLING处理异议Somephrasesofgreatsalesguys….一些伟大的业务员曾说过：“TheSoonerYouStartTalking,TheSoonerYouStartLosing.”越快开口讲话，就输的越快“ByGatheringInformationyouGainAdvantage;ByGivingInformationyouGiveAwayAdvantage.”收集信息会获得优势，只是一味提供信息就会丧失竞争优势“Sell,Don’tTell.销售，而非说教”OBJECTIONHANDLING处理异议SomephrOBJECTIONHANDLING:处理异议：EXERCISEN.1练习1Objection:Changingistooexpensive异议：改变成本太高了1)encourage:鼓励：Interestingtohear….很高兴听到。。。Itsoundslikeyouthoughtchangingalready….听着似乎你已经思考过改变了。。。MayImakesomequestionaboutit?我可以问一些问题吗？OBJECTIONHANDLING:处理异议：EXERCIOBJECTIONHANDLING处理异议:2)questions:提问：Currentsystemisyourfirstone?目前的系统是你们用的第一个吗？Haveyougotanybenefitscomparedtopastone?跟过去相比，你们获得哪些好处呢？Doyouthinkisgoingtobeyourlastsolution?你认为它会是你最后一个方案吗？Howdoyouevaluatecost?Onprice,onRoi?你是怎么评估成本的？价格？ROI？OBJECTIONHANDLING处理异议:2)quesOBJECTIONHANDLING处理异议:3)Confirm:确认Yourcompanyalreadymadechanges你的公司已经在做出改变Youhadissuesonlearning,training,butyougotbenefits.会面临学习，培训这些问题，但你会获得一些好处。YouagreeonRoiascriteria你承认用ROI作为标准。OBJECTIONHANDLING处理异议:

OBJECTIONHANDLING处理异议:4)Respond:回复IcanunderstandYourposition我能理解你所处的位置Feel,Felt,Found…..（会经历一个过程，从最初的‘觉得’到后面‘发现’确实有效果）Morethan90%ofourcustomerscomefromthesamesituation我们90%的客户都面临过这样的问题Allofthemwantedtopreserveexistingproductivityandimproveefficiencyatthesametime.他们都希望在保持生产率的同时改进效率。OBJECTIONHANDLING处理异议:4)Res

OBJECTIONHANDLING处理异议:5)Respond:回复Letanalyzeoneissueatthetimeandunderstandyourneeds我们一个一个来分析，确认您真正需要的Weknowtherearesomecostrelatedtotrainingandchanging的确会因为培训，改变等产生一些成本WeallknowthereisacosteveninNOTchanging但如果不改变也会发生成本I’dliketoshowyousomecasestudiesaboutbenefitsthatcustomerssimilartoyougotwithoursolutions我可以给你看一些跟你情况类似的客户，用了我们的方案后的获益情况Doyouhaveanyotherdoubt?还有其他疑虑吗？OBJECTIONHANDLING处理异议:

OBJECTIONHANDLING处理异议:6)Verify:检查Haveweansweredinaproperway?我们这样回答合适吗？Canwemoveforwardonthisway?能继续这样吗？OBJECTIONHANDLING处理异议:

OBJECTIONHANDLING处理异议:Criticalsituationduringquestioning需引起注意的危险情况：Themeetingseemstobeaninquiring…noinfo,poorinfo会议中只是不断询问。。。没有任何信息或信息很少Thespeakerthinkshisanswershavenoimportance…发言者认为他的回答不重要Thequestionsshowthatyoudon’tcareaboutthesituationandthespeaker…你提的问题说明你没有注意当时情况和发言者。。。Thespeakerisafraidthattheinfohegivescanbeusedagainsthim发言者害怕他提供的信息会对他不利Hedoesn’tunderstandthemeaningofthequestionsandloseshispatience没有理解问题的含义并失去耐心Inspiteoftheforecast,heisn’tinterestedin

不感兴趣OBJECTIONHANDLING处理异议:Critic

OBJECTIONHANDLING处理异议:Whatwillyoudo?你该怎么做Changerole:fromquestioningtoinformingtillhereassureshimself:metrics,references,nicestory,addvalue!改换角色：从提问到鼓励直到对方得到宽慰，通过metrics,客户参考，故事，增加价值等！Makequestionsandgiveinfo,atthesametime同时提问并给予信息Theskillconsistsofmakingessentialquestionsintherightwayandattherighttime技巧包括何时何地问什么样的问题It’sveryimportanttoshowthatthespeaker’sinfoarenecessariesandturnthemtohisadvantage告诉发言者他们的信息很必要，很有价值OBJECTIONHANDLING处理异议:Whatw

OBJECTIONHANDLING处理异议Step1:ACTIONMaketheoffer(nextstep)行动带来订单（下一步）WhatabouthavingademoonThursday?何不这周四举行一个demo?WhataboutyoutoorganizeameetingwithMr.higherlevel/E.Buyeretc…?你能组织一个会议，邀请高层/购买决定者参加。。。？WhataboutsigningaPOafterthedemo?做完demo就签单怎么样？WhataboutflyingtoItalytovisittheformerthink3biggestEuropeancustomer(GD..)?想不想去意大利参观欧洲的客户？OBJECTIONHANDLING处理异议Step1:

OBJECTIONHANDLING处理异议Step2:Getaobjection,getaNO出现异议，被答复说“No”Customer:客户：Well,IamnotsureifIamwillingtoorganizethisdemowithmybossfornextweekbecauseI‘mnotsurethatyouareabletohandlelargeassemblies我不确信我是否能组织一个demo并邀请老板参加，因为我还不能确认你能不能做大装配OBJECTIONHANDLING处理异议Step2:

OBJECTIONHANDLING处理异议Step3:Encourage鼓励You:你：

Donotreact,smile不要其他反应，保持微笑Listen,goodcontacteyes聆听，保持眼神接触Lethimfinishobjection:Keepyourmouthshut让他说完：闭上你的嘴Showempathy表现出积极情绪GoodQuestions好的反应：I