How do you answer the call after the customer says “No”?

When a salesperson or business has been introduced for a long time, the customer still says:
“The function of this product does not meet my needs”
“This style doesn’t seem to suit me.”

Waiting for similar words, will you sigh in your heart “Damn it, it’s a waste of time!”

Japanese debate expert Tatsuki Ota said in his book, “Humans are creatures who are used to negative attitudes towards things.”

When customers face the sales clerk, they usually remain vigilant. Even if they have already moved the idea of buying, they will adopt an ambiguous attitude, or even say no, and will not accept it completely.

However, “62% of customer rebuttals are lies.”

Ota quoted Frank Bettger, a legendary American insurance salesman, and emphasized that if you want to sell successfully, you must see through the other side’s “No“.

In turn, use questions to guide the other party to tell the real needs.

Method 1: Use “question” to answer “question”

Customer: “Does this store only sell high-end watches?”

Faced with such vaguely questioning questions, if you answer “Yes, high-end watches are our main product”, the customer must turn his head and leave.

A more appropriate approach is to skip the question, ask the other party about the reason for the question, and understand the real idea behind the question, and then recommend a suitable product.

Answer example:
Clerk: “What kind of watch are you looking for?”
Customer: “I want to find a watch around 50,000 yen.”
Clerk: “Here are a few watches that fit your budget. Please choose and see.”

Method 2: Retell what the other person said to find the breakthrough point

Customer: “The design of this phone has no special features. I am not very interested.”

Hearing customers complaining like this, if you answer “this way” and “I’m sorry”, the dialogue between the two parties is over.

In fact, in this situation, you just need to say the same thing as the customer right away, accept the other party’s dissatisfaction first, and then use the same words to “counter questions” to find a breakthrough to solve the problem.

Answer example:
“So that’s it, I know. Could you please tell me, what kind of “designed and distinctive” model you want like?”
“So that’s it, I see. Speaking of models with distinctive designs, fashionable and popular models are the most popular. Which one do you like?”

Method 3: Convert negative questions into positive questions

Customer: “I don’t understand what you mean, but it’s just a theory. And do you know how much it will cost?”

If the customer not only rejects the proposal, but also raises a “negative question”, which makes it difficult for you to reply on the spot, Ota suggests that instead of feeling embarrassed and discouraged, even anger and refute the other party, causing both parties to fall into a dispute.

A better way to respond is to repackage the negative tone of the other party into affirmative sentences, and you might as well speak a little more abstractly so that the other party must further explain their thoughts.

Answer example:
“What do you mean is, how does this structure want to be realized, and what will it become from a cost point of view?”

If you like our article, welcome to add our blog link to your browser, or subscribe our blog (upper right of the page), then you can receive the latest article notification!

Have any questions, welcome to write to us for questions and discussions 🙂
Customer Service & Cooperation Proposal：service@1on1.today

Also!
If you want to find Business Analysis Teachers, Content Marketing Experts, Negotiation Skill Coaches or Digital Marketing Lessons, etc.

https://dev.1on1.today/zh-TW/find-tutors/social-media-management-lesson

Or want to find cases, share your knowledge and expertise to earn extra income,
Welcome to visit our main website: 1on1 Global Tutor Resource Platform

Other articles:
How to be a tutor online for earning income?
Compare 6 video chat apps for online teaching & learning
How to Choose a Good Guitar Tutor?
6 Ways to Acquire New Customers
How to write and prepare a tutor resume? Attach example
How to Market and Operate a Coffee Shop(Cafe)
3 tips to make your fan page surprisingly successful