Often encountered such a situation, we like potential customers in the promotion of our products, customers will even our products and even questioned the brand sound, "I have not heard you this brand, never heard of" when the customer questioned How should we deal with your brand?
Mistakes and Analysis
Common answer one: "Our stores nationwide chain, where can see."
Analysis: this sentence outside the strong dry, I am afraid that shopping guide to say this sentence when they may not have sufficient basis.
Common answer two: "We are new product, you do not know can understand."
Analysis: This argument is to admit that the brand is not influential, no awareness, this will lead to customers can not trust the product, but also inadvertently to buy.
Common answer three: "Impossible, we have ads on TV products."
Analysis: shopping guide to say so, it is tantamount to saying that customers do not care about the media, do not pay attention to television advertising, so listen to the customer, you will think that shopping guide hinted at his ignorance.
Difficulty dialysis
Shopping guide encounter this situation, remember not to go and customers to entangle the brand thing, but to have the courage to admit that the brand propaganda is not enough, leading customers do not know the brand, on the basis of recognition of customers, go with customers to introduce products.
Correctly deal with
If the customer said: "Your product is not very famous, I have not heard." Do not blindly argue with the customer, the attitude of the words to be modest, to be able to put down the shelf, sincerely praise the customer. So you can get customer recognition and goodwill, and then into the product recommendation stage!
Language modest, admit that the brand is not very famous
If the customer said: "Your product is not very famous, I have not heard." Available modest language to take the initiative to admit that their work did not do well to obtain customer understanding, and then turn the subject, to introduce the product, A slightly excited language incites customers to understand the recommended products, thus guiding customers to move in the direction of the purchase.
Customer: "Your brand is not very famous, I have not heard of."
Clerk: "Oh, this is ah, this is our propaganda work did not do bit, really sorry, but it does not matter, just today you can come to understand our goods, come, I can help you briefly ... ..." Br />Analysis: take the initiative to the customer to find a step, no longer entangled in why customers do not know the brand on this issue, and agree with customers, and then enter the product promotion process.
Put down the shelf, take the initiative to guide the customer experience
If the customer said: "Your product is not very famous, I have not heard." You first put down the shelf, get customer recognition, and then take the initiative to guide customers to understand the characteristics of the product, and finally let customers directly to experience the product.
Customer: "Your brand is not very famous, I have not heard of."
Clerk: "I am sorry, this is our work did not do Fortunately, today have the opportunity to introduce you to our products, our brand has been sold for five years, the main feature is ... ... I think this product is particularly suitable for You come, miss, please ... ... "
Analysis: first agree with the customer's point of view, and then take the initiative to show that the customer does not know the brand is not the customer's fault, and then give the appropriate reason, that brand influential, customers can naturally understand this time to guide customers to introduce the characteristics of the product , The customer into the promotion link.
Praise customers, anti-customers will be a soldier
If the customer said: "Your product is not very famous, I have not heard." Clerk also do not ridicule the customer's ignorance, should praise customers see knowledgeable, and then simply explain the situation, and anti-customers, Concise language introduced brand characteristics, and then homeopathic guide customers to see our goods.
Customer: "Your brand is not very famous, I have not heard of."
Clerk: "You really understand this industry; our brand actually do not short time, but only recently entered our area, so you still need a lot to join in the future, a lot of care ah. The brand is mainly ... ... Sir, please come with me ... (please experience the customer).
As the sales terminal of the shopping guide, to be courageous and good at some of the riddles, bear the problem is not useless, if our brand is not very famous, the clerk to dare to admit that this will get the respect of customers, of course, recognition is also skilled.
Skills to deal with summary
Skill one: the first time to admit the error, reduce the cost of the problem.
In the face of customer dissatisfaction with the case, admit that the error is the first step, then should be based on a clear commitment to solve the problem quickly, can not drag the time, the first time in the incident the cost of the lowest cost, customer recognition. Once a long time will be another trouble.
Skill two: with self-control ability to deal with vexatious customers
In the face of a similar vexatious customers, the most test-guided self-control, self-control ability, you are the final winner.