| |
| |
|
Management Information |
|
|
|
Resistance - How to Handle It
Do you ever meet with resistance from other people - I bet you do! It might be a customer, a colleague, a member of your team or even someone in your personal life. Dealing with resistance or objections is one of the biggest challenges faced by business people; so let's consider why we get resistance and how we can handle it. I'm going to talk about customer contacts but the same rules apply whether it's a colleague or even someone in your personal life. Well there's good news and bad news - first the good news. When someone says - "You're too expensive" or "We already deal with someone else," or "I don't agree with you"- then they may not be telling the truth. The bad news is - most of them won't buy what you're selling anyway, but don't cut your wrists just yet because - there's more good news. If you can find out exactly what your potential customer means when they say - "No" then you have a much better chance of improving your success rate, getting more sales and more agreement. What we need to realise is that, there is no smart answer to a customer's objection. Sales people are always looking for the "things to say" that'll deal with an objection. How can you possibly have an answer if the customer isn't telling the truth is the first place? Many sales people believe the customer when they say - "You're too expensive". They then start offering discounts or walk away from the sale, complaining that their product or service isn't competitive enough. So why do customers say "No"? Well I don't want you to burst into tears but the First and most important reason is that - they may not like you! That doesn't mean that they dislike you, it just means that they don't know you and they haven't built any trust or built a relationship with you. So firstly - get them to like you, sell yourself, be trustworthy, be a great listener, smile, be friendly. The Second reason could be that they haven't understood what the heck you're talking about. Maybe you haven't spoken clearly enough or you've used too many technical terms or jargon. This can make you seem like a real "smarty pants" so, that takes us back to our First reason. The answer should be simple enough, use language the other person can understand and keep checking by asking questions. The Third reason may be that the customer wasn't listening. They might have been distracted by something or somebody - your big blue eyes or the fact that they're tired, hot and need a comfort break. The trick is to keep checking when you're making you're sale or dealing with someone else - "Did you understand that last bit, Mr Customer or did I make it confusing?" Fourthly, they may not be the right person. The person you're speaking with may be telling you - "We have another supplier" - however they may not be the decision maker. To make sure you're speaking to the right person, be brave and ask the question - "Is it you who'll make the final decision or do I need to speak to someone else?" The Fifth reason could be that they don't like change. Sometimes our potential customers like to stay in their comfort zone and they don't want some salesperson telling them they have to change their way of doing things or their supplier. Even although they could possibly save money or make their life easier; people are generally reluctant to change. It's therefore important to outweigh the customer's reluctance by emphasising the benefits of your product or service. Also, keep selling yourself and appeal to the customer's emotional side, don't be too logical. Always remember that human beings will almost always allow their hearts to rule their heads when buying something. So appeal to the customer's emotions, keep telling them how they'll feel when they're using what you're selling - How good they'll look or how others will feel about them. Lastly, it may just be that the customer genuinely doesn't want or need or have the money for what you're selling. The only way to find out which of these Six points is the truth, is to keep asking questions, listen carefully to the customer and watch their body language. Always remember that - "You're too expensive" could mean. - "I haven't understood a word you've said" or "I'm going on holiday tomorrow" or "My son-in-law works for your competitor." When a potential customer raises an objection, make sure you know what they really mean before you deal with it. "You can close more business in two months by becoming interested in other people than you can in two years by trying to get people interested in you" - Dale Carnegie Discover how you can generate more business by motivating your team! Alan Fairweather is the author of "How to get More Sales by Motivating Your Team" This book is packed with practical things you can do to get the best out of your people . Click here now http://www.howtogetmoresales.com/Motivating%20Your%20Team.htm
MORE RESOURCES:
Google News |
|
|
|
RELATED ARTICLES
Managing the Human Resource Project We obtain strategic results by aligning HR mission, vision and values. The following overview highlights a macro approach to project management. The Golden Key to Meeting Success We all attend many meetings. I'm sure you have been to some great meetings and some poor ones. The 70% Solution: Practical Testing and Version Control "What do you mean you need to push back the launch date?" Says the CEO. Says the CFO. Status Quo Pep Talks That Can Threaten Your Leadership Organizations live and die by results. Yet most organizations get a fraction of the results they are capable of. Multiple Channels, Multiple Times I've just been reading about the frustrations of a Human Resources manager. He's tired of having to answer the same questions about benefits over and over again. Five Days to More Effective Inventory Management The litany of headaches related to the implementation and on-going care-and-feeding of enterprise-based inventory management applications (upgrading, downtime, maintenance, hardware obsolescence, and so on) is long. These implementation issues are enough make the savviest of companies want to engage in anything but another supply chain or inventory management software implementation. Document management : A dream of paperless office What is document management: When we think about "Document Management" we usually see a picture of paperless office. It is not an easy task to make an office paperless due to several existing problems based on Industrial needs. How to Attract and Retain the Right People If you're one of the many executives struggling with finding and keeping the right people to propel your business forward, you'll find these insights helpful.If you're frustrated by trying to motivate people, work instead to develop a company where people are self-motivated - where they do things because they want to. The Do's and Don'ts of Giving Feedback Being able to give effective feedback is not just a good skill to possess in business, it is a great life skill to have. Because when you are masterful at giving feedback, not only can you help your employees to sustain continuously improving performance, you can also improve the performance of the baseball team you coach, the cleaning lady at home, or the performance of your own children on completing their chores. What is the Most Difficult Part of an Improvement Program? Answer: Starting one.Most of us realize that there is probably a better way to perform certain functions or tasks, but improvement programs seem to take second seat to getting the product out the door. Prepare A Winning CV There is every chance that elements of this article may not be appropriate for everyone in every situation - and that's precisely the point! Every situation is different. No two projects are the same. Enhancing the Motivational Climate of Your Workplace It has been well documented that employees' productivity and job quality increase when we are made to feel welcome at work. In other words, when the motivational climate is enhanced to meet their needs they produce quality work at the 100% rate. Innovation Management - Diversity Can Make All The Difference Companies are welcoming a diverse range of employees (The Sunday Times, April 10 2005). Doh!It is incredible that this concept is getting coverage in 2005. Conflict Resolution Training- When Personal Safety is an Issue Conflict generally arises by having your needs, desires, perceptions and values challenged.When a person feels that their values are being challenged they generally respond the strongest. Overcoming Perfectionism Perfectionism can get in the way of building or marketing a successful business. It can prevent us from moving ahead quickly or from taking advantage of business opportunities. Get It Done! Soft Skills not Hard Tools are Required If your organization has people, then interpersonal skills are needed.I work with companies that are on a path they call the lean journey. Warning! Meeting In Progress; May Be Hazardous To Your Career There ought to be a sign posted on every closed office and conference room door that reads: Warning! Meeting In Progress! May Be Hazardous To Your Career.Because most meetings burn up a lot of resources that could be spent on useful purposes. Follow Up: It Makes A Difference A while back the headlight switch on our minivan quit working, so early one Saturday morning we took it to the neighborhood repair shop that has been mailing postcards to us the past three years. They said it would take 90 minutes to check things out. People Are Our Most Important Asset! How many times have you heard or uttered this phrase in the last 5 years or so. As a "reformed accountant" this phrase makes me cringe more than any other business euphemism being espoused today. Tales from the Corporate Frontlines: Employee Ideas Achieve Work Life Balance This article relates to the Work/Life Balance competency, which investigates how your staff feels with regard to the balance between work and personal life. It explores issues such as priority of family and hours on the job, also covered in this competency.
|
| home | site map |
| © 2006 |
