帝亚吉欧培训资料.ppt

* To introduce the topic of objection handling Use your experience to demonstrate a scenario where you were the sales person coming to visit a Customer contact. As soon as you entered the room, your contact started shouting abuse at you. As a supplier you had let them down on a delivery Describe what happens and draw out the learnings, before going through this module * Objective Introduce a model to overcome objections from your contact Ask the group some of their best ideas how they handle objections and use this as a prompt to confirm Additional materials to the slide Acknowledge material “I see what you mean” and “I understand your point of view” Avoid…”Yes, But” Customer:“Your Smirnoff Ice fridge takes up too much room”.Customer Manager “I appreciate that your back bar space is one of the most valuable areas in your pub”. Refine and isolate the objection material Use open and probing questions to understand the specific objection Then isolate by establishing there are no additional objections:“Apart from the concern over (the objection), are you happy with everything else?” Confirm that there is nothing else:“If we can resolve this issue, then will you be happy to go ahead?” * * This chart is used to support the findings of of the Group, refer then to the work done (Features Benefits, Questioning Listening) Use this chart to establish that profit, volume and margin are likely to be at the top of most business needs - no business can be successful without profit. (Primary and supporting needs). Equally the drivers of these primary and supporting needs will be very different and specific to individual customers and trade types. Not every Customers business needs are the same. Use examples from local market customers to establish how similar customers may have different needs * To close the learning loop what has been discussed so far in this section Ask who’s played snap - explain the rules Stress the needs to match your proposition (ben