Sales Negotiation Skills Case Study Questions

The first question, this belongs to Wang Qiang's improper preparation of the demonstration, he should be able to predict the possibility of damage to the pen, and he cannot use whether the pen is damaged in the washing machine to reason that the button will not be damaged. Because the buttons are small and solid, while the pen is long and hollow, it is not a type of object.

The second question, many books have introduced how to fool the customer if this kind of mistake occurs, in fact, this is inappropriate, the customer is not a fool. Wang Qiang should apologize to the customer and explain that this was a mistake in his preparation. Tell the customer that pens and buttons are different and that it is a mistake caused by your own overconfidence.

This is a failed sales case, since it failed, don't try to cover it up, you should tell the truth, so that Wang Qiang can win the customer's understanding, as long as the customer has trust in Wang Qiang, Wang Qiang still did not completely fail, Wang Qiang still has a chance.

I prepared this broken fountain pen for this demonstration to show that the washing machine is as bad as this cracked pen stains the clothes, which is a serious and troublesome condition for us. The drum washing machine doesn't hurt the buttons, so let's start the experiment again with a normal fountain pen.

This is to change the passive to the active, first of all, to emphasize that this is a bad pen and preliminary experiments, homeopathic explanation of the washing machine hurt buttons is serious, of course I don't know what you said before,

2.How can salespeople use strategies and methods to deal with customer objections in sales negotiations? Give an example.

Dear, hello, I am glad to answer for you, answer the salesman in the sales negotiation to use the strategy and method of dealing with customer objections 1 The turning point of the law is a common method of sales work, that is, the sales consultant indirectly denies the customer's opinion according to the relevant facts and reasons. The application of this approach is to first admit that the customer's opinion has some truth, that is, to make some concessions to the customer, and then to express one's own opinion. If this method is not used properly, it may cause customers to submit more opinions.

It would be better to use the word "but" as little as possible in the process of use, and to include the "but" in the actual conversation. As long as you control this method flexibly, you will maintain a good atmosphere for negotiation and leave room for your own conversation. 2 Transformation MethodThe transformation method is to use the customer's objection to deal with it itself.

The customer's objection is twofold, it is both an obstacle to the transaction and an opportunity to trade. It's a good thing for a sales consultant to use the positives to offset the negatives. This method is to directly use the customer's objection and turn it into a positive opinion, but the application of this technique must be polite and not hurt the customer's feelings.

This law generally does not apply to objections that are relevant to the transaction or are sensitive. 3 The method of making up for the inferior with the superior is also known as the method of compensation. If the customer's objection is to the defect in the product or the service provided by the company, it must not be avoided or directly denied.

It is wise to affirm the relevant shortcomings and then downplay them, using the advantages of the product to compensate for or even offset them. This is conducive to making the customer's psychology reach a certain level of balance, and is conducive to making the customer make a purchase decision. When the quality of the promoted product does have some problems, and the customer just asks:

This thing is not of good quality. The sales consultant was able to calmly tell him, "There is a real problem with the quality of this product, so we cut the price."

Not only is the discount better, but the company also ensures that the quality of this product will not affect your use effect. In this way, it not only dispels the doubts of customers, but also motivates customers to buy with the best advantages. This approach focuses on psychological compensation for the customer in order to give the customer a sense of psychological balance.

4 EuphemismWhen the sales consultant does not think about how to reply to the customer's objection, he may wish to repeat the opponent's objection in a tactful tone, or repeat it in his own words, which can weaken the opponent's momentum. Sometimes translating one statement makes the problem much easier. But you can only weaken but not change the customer's opinion, otherwise the customer will think that you have misrepresented his opinion and become dissatisfied.

The sales consultant can ask after the retelling, "Do you think that's true?" Then continue below to gain customer approval.

For example, customers complain that "** is much higher than last year, why is the increase so high?" The sales consultant was able to say, "yes, it's a few times higher than the year before."

Then wait for the customer's following.

Thank you for your trust in me, what you have adopted is the "law of inertia", the use of this law allows customers to form a 'affirmative' logic, of course, the general direction of our sales work or has participated in sales training courses may understand, but whether it can be used well, I think we need to "practice" from the following levels:

1. Our deep understanding is not your whole set of logic, people reply to you, you can succeed, the sales process of your own recognition accounts for more than 80% of the entire sales process. In other words, let's not deliberately 'apply' some sales rules, maybe the customer you are selling is also doing marketing work, and he understands it more thoroughly than you;

2. The law of inertia should be based on the design of the scalability of the products and services you are engaged in, and the "scalability" I refer to mainly refers to your problems not to be framed in the products and services you sell, and it is recommended to use a combination of multiple levels and aspects, such as: first put forward a set of content for him to be himself, such as his work, life, knowledge, etc., and then put forward a set of suggestions for you (such as: your understanding of air conditioning technology, your views on air conditioning brands, if people are also doing sales work, take some sales work consensus things out and talk about it); The third step is to slowly 'tentatively' cut into the products you sell, whether you need to match other aspects, depending on the customer's recognition of you;

3. Not every customer can use this rule, the sales rules we have learned are equivalent to a martial arts routine, can not meet any object (customer), all start from the first trick, play 108 style, first test what the customer is, and then judge which tricks to use, perhaps, this customer can end as long as one trick, don't make a second move, otherwise, you will complicate things and use them appropriately;

4. No matter the application of any sales rules, for our sales people, it must not be "to use", it must be a process of practice, and some of our sales masters provide us with only a set of practice methods and practice directions.