在銷售工作上，你一定非常重視，做了許多準備的工作。然而，究竟是你的商品品質與價格決定了買賣的成功失敗，還是其他的因素？有些買家會認為最便宜的價格是不值得的。那麼，買家究竟關切什麼？對買家而言，有哪些是最重要的？
1.
他們被如何對待？
人們會希望得到尊重和公平的傾聽和對待。他們想感受到是有價值的顧客。他們的時間和意見很重要。如果顧客不能感受到你尊重他們，包含他們的時間與意見，他們不會相信你說的話與你提供的交易條件。買賣是否能夠成功，取決與顧客認為你有尊重到他們。
同樣重要的是，企業如何處理出現的問題或投訴。
犯錯誤不必是致命的。客戶理解錯誤。然而，願意糾正錯誤並儘量減少對買方的影響是至關重要的。以正確的態度立即解决這些問題，甚至可以加强關係。但是，不能再次犯錯。
2. 交易的作業過程是否有效率？
從交易的開始到結束，每一步=步驟都能夠順利進展嗎？買家都能夠獲得他們所需要的答案與幫助嗎？他們能夠明白為何要買你所銷售的（或是你不能做到的）嗎？所有的作業都能夠符合他們的時間需要嗎？價格和付款方式是否清晰且容易處理？
3.
客戶要忍耐多少？
有兩種形態。一種是本來不該發生的，例如商品故障了，另外一種是會發生在每個客戶的，例如長時間的等待，要多次拜訪或會談，零件不足等，後世必須讓買家忍受一些不便，等等。
你的工作是要減少客戶的這些不便，盡可能不使出現，如往常一般的對待客戶。
那是兩種類型，那些本不該發生（故障）或那些發生在每個人身上，如長時間的等待，多方走訪，不足部分，等買家願意忍受一點不便，但時間不長，不是每一次。你的工作是儘量減少不便，這樣他們不會出現，而不是像往常一樣對待他們。
優秀而體貼客戶的銷售員會調整業務程序。首先，他們會先建立好客戶關係，預見他們的顧慮，並預先安排避免問題的發生。
4.
你在耍客戶嗎？
抱歉，“銷售”這個詞經常是被誤用了。銷售不是一個機會去操縱潜在的買方去做賣方想要的，而不是提供給買方他想要的東西。
沒有人願意覺得自己是個傻瓜，或是被誤導了價格、交貨日期或銷售條件。即使你僅是給一種暗示可能會有問題，也會扼殺信任，扼殺他們傾聽你的意願。如果有潛在問題，寧可和客戶說清楚。如果一個人覺得被騙而買了，他們就不會再買了。或者他們可能會在買方後悔後而取消了訂購。
What is the customer's concern more important than what you want to sell?
In sales work, you must attach great importance and do a lot of preparatory work. However, is it the quality and price of your goods that determine the success or failure of your business or other factors? Some buyers will think that the cheapest price is not worth it. So what is the buyer's concern? What are the most important things for buyers?
1. How are they treated?
People want to be respected and treated fairly. They want to feel valued customers. Their time and opinions matter. If customers don't feel that you respect them, including their time and opinions, they won't believe what you say and the terms of the deal you offer. The success of the business depends on the customer's belief that you respect them.
Equally important is how companies deal with problems or complaints.
Making mistakes is not necessarily fatal. The customer understands the mistake. However, willingness to correct errors and minimize the impact on the buyer is crucial. Take the right attitude to solve these problems immediately, and even strengthen the relationship. But we can't make mistakes again.
2. Is the trading process efficient?
Is every step = step going smoothly from the beginning to the end of the transaction? Can buyers get the answers and help they need? Can they understand why they want to buy what you sell (or what you can't do)? Can all the homework meet their time needs? Is the price and payment method clear and easy to handle?
3. How much patience do customers have?
There are two forms. One is not supposed to happen in the past, such as commodity failure, the other will happen to every customer, such as long waiting, repeated visits or talks, inadequate parts and so on. Later generations must let the buyer endure some inconvenience, and so on.
Your job is to reduce the inconvenience of customers and try not to appear, as usual, to treat customers.
There are two types, those that shouldn't have happened or those that happened to everyone, such as long waiting, multiple visits, inadequate parts, etc. Buyers are willing to endure a little inconvenience, but not every time. Your job is to minimize inconvenience so that they don't appear, rather than treat them as usual.
Excellent and customer-friendly salesmen adjust their business processes. First, they will establish a good customer relationship, anticipate their concerns, and pre-arranged to avoid problems.
4. Are you playing with customers?
Sorry, the word "sales" is often misused. Sales is not an opportunity to manipulate a potential buyer to do what the seller wants, rather than to provide the buyer with what he wants.
No one wants to feel like a fool or be misled about price, delivery date or sales terms. Even if you just give a hint that something might be wrong, it will stifle trust and their willingness to listen to you. If there are potential problems, it is better to clarify with the customer. If a person feels cheated and buys it, they won't buy it again. Or they may cancel the order after the buyer regrets it.
沒有留言:
張貼留言