沟通及成交技巧培训资料.ppt

* * * * * Questions? We will know go to our breakout sessions to practice utilizing this format with our own presentations. * This workshop focuses on the skills we need to Close the Sale: 1. Handling Objections 2. Closing the Sale Ask: Have any of you ever felt like the figure on the left? I know I have, but I’ve also felt like the one on the right--where everything went smoothly and I truly addressed my customer’s needs! This workshop is going to help us improve our handling objections skills so that we feel more consistently like the figure on the right! * Build Even if you have developed the most compelling presentation, there will come to a point where you face a customer objection. Whether its real or false, this is part of the normal selling process and it must be dealt with…the key is to view it as an opportunity to close the sale! ASK So why do customers typically object? Build Because they feel: we don’t understand their situation our ideas aren’t clear our ideas are not practical So how do we go about handling our customer’s objections? * The first thing to do, is to determine what is the customers real concern. To accomplish this, we use a model called DUVH Determine the objection Understand it Verify your understanding with the customer Handle the objection if its real. The first three steps are accomplished by techniques that we already learned… ASK: Can anyone tell me what they are? ANSWER: … we use our communication skills. Let’s review them briefly... * We build openness by using common communication techniques. Start the discussion with a positive or neutral statement to get the conversation going. Then move through the sequence of techniques to obtain and verify more information. 1. General Leads As the customer begins to respond, use general leads to give them lots of room in answering because it allows them to discuss any aspect of the situation, I.e. Can you tell me more about that? 2. Restatements Use to