[China Glass Network] As the saying goes: "The forest is big, what birds are there." The more customers the salesperson contacts, the larger the customer volume, and the more types of customers they encounter. Different customers have different characteristics, they are silent or talkative, or friendly or hostile... Among a variety of customers, one of them will have hostility and annoyance when they encounter sales people.

The client's hostility is actually a very normal psychological performance. After all, no one likes others to save money from his pocket. Hostile customers tend to get out of control and appear unreasonable. For hostile customers, sales people can't leave immediately, and they can't make a difference. The main thing is to make friends with them. At the same time, the sales staff should always be calm and speak in a calm tone, wait for the customer to calm down and discuss the customer's concerns. provide the solution.

Hostile customers can be divided into fearful hostile customers, suspected hostile customers, and tactical hostile customers. Because of the different consumer psychology and performance of these hostile customers, the way retailers deal with them is different.

First, respond to fearful hostile customers

Fear of hostile customers is generally not very good in the group, mostly silent. In terms of interpersonal communication, they are often not very active. In the face of the enthusiastic introduction of sales people, they often show indifference and indifferent attitudes.

When dealing with a hostile customer, the salesperson should not be too enthusiastic, showing an eagerness to close the deal, which can only lead to a greater hostile attitude. A more appropriate way is to be cautious and prudent, to guide and capture every subtle psychological change of the customer with great patience and carefulness, and seize the opportunity to change the attitude of the other party and achieve the final order.

Second, respond to suspected hostile customers

Suspected hostile customers tend to look at people with skeptical eyes between words, and they are indifferent to the enthusiastic introduction of sales people. Such customers are very suspicious, and their rhetoric often makes it difficult for salespeople to answer. Suspicious customers are always suspicious, suspected that people are unfounded but convinced, grasping the surface phenomenon or accidents, making themselves uneasy all day long. Whenever possible, suspected hostile customers live in the process of trying to figure out others, they don't trust others, and they can't believe in themselves. In general, the reason for this customer's suspicion of hostility may be that it has been done before, or it may be wary of the salesperson or the product is not at ease. Salespeople can take two methods in the face of suspected hostile customers:

1. Provide product evidence

Because the suspected hostile customer must see the evidence in person to believe what the salesperson said, the salesperson can provide all the evidence he can find to explain to him that what he said is authentic. It is better to have the award certificate of the company or product, the certification certificate of the authority, the introductory and commendable articles published in the newspapers and magazines, etc., and I believe that these will surely make the suspected hostile customers convinced.

2. Honest

There is no doubt that everyone likes honest people. Therefore, the salesperson can only win a good impression if he is honest about the suspected hostile customers. Therefore, the salesperson should pay attention to the tone when talking with such customers. They must not dance with each other and spit. This will give the customer a flashy impression and doubt the product.

Experts dial

People with hostile psychology are generally difficult to get along with, and it is difficult to take the initiative to show off with others. Whether it is fear of hostile customers, suspected hostile customers, or ruling hostile customers, all have one thing in common, that is, "hostile." Their hostility often makes it difficult for salespeople to get close to them, let alone negotiate successfully. However, if the sales staff can treat them with a friendly attitude and treat three different customers according to their characteristics, I believe that no matter which kind of customer, the sales staff can make friends with them and successfully surrender them. People don't like to reject a friendly person.

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