In many sales situations, we often encounter rejection from customers, whether you are a telesales employee, online salesperson, or direct salesperson. Have you ever been rejected by a customer with some statements like:
- Your product is overpriced.
- Your product does not look as good as the one sold by other units.
- Or let me think about it.
Have you ever encountered situations like the above? Those answers from customers unintentionally make you confused, not knowing how to handle them properly, leading to you not being able to conquer customers, and ultimately not being able to sell products. To overcome this problem, you first need to understand that customers asking counter-questions or refusals does not necessarily mean that they do not like your product, but that they are just natural reflexes to protect their thoughts and want to learn more about the product/service you are introducing.
When faced with customers refusing and asking counter-questions, many salespeople become confused, which in turn creates an extremely difficult barrier to overcome, causing sales staff to lose confidence, which leads to low sales efficiency. Therefore, the skills and methods of handling rejection are extremely important and every salesperson needs to understand and apply. In this article, Bellsystem24-Vietnam will share with you a formula to overcome difficulties when customers refuse and successfully conquer them to increase your sales efficiency.
Before going into the main content, you need to note that: “When you encounter a rejection situation, most of the time it's not that the customer doesn't like you, but they want you to explain more clearly about the product/service, about the benefits/value they will receive when buying your product.”
2 Ways to Handle Customer Rejection.
1. Say thank you.
Learn to empathize and say thank you to customers if you don’t want to follow the path of most other ordinary salespeople. Many salespeople, when faced with rejection from customers, react by protesting.
The customer says your product is too expensive – the salesperson responds: My product is not expensive at all.
This way of handling only pushes things to the brink of irreparable, conflicts begin to occur, leading to the seller not being able to sell the goods, and the buyer not being able to buy what they want. The reason for this result is because the customer and the seller have built it for themselves. “a wall of empathy”.
Instead, thank the customer as soon as they ask a question or refuse. At this time, the customer will feel that their opinion is respected. In this way, you have gained the customer's first sympathy in their objection in the fastest way, STAND ON THE CUSTOMER'S SIDE!.
But this does not mean that your opinion is wrong, this is just the first step for you to remove the "invisible wall" to find harmony with customers, help the communication process become more open and prepare for the following steps.
2. Ask customers questions
After you’ve handled the “thank you” step, it’s time to ask them questions. Remember, ask questions, not explain. Many sales people will explain their questions, such as: Why is my product so expensive? Many people will try to explain to customers “why is the product so expensive?”, but the more you present – the less you sell. This is why you have to change the format from explaining to asking questions.
Ask questions to help customers solve their own problems (mainly psychological), when you ask effective questions, you are in control. The more questions you ask and the more answers your customers give – the easier it is to sell.
When customers ask: Why is your product so expensive?
You replied: Yes, thank you for your interest in my product. It is true that my product has had customers say that the price is a bit high compared to the general market, but when they have experienced it, they feel that the value they receive is completely different.
Then you ask: Can you tell me who you are comparing my product to? Or why do you think my product is expensive?
The customer will think about what they just told you: The mental process forces the customer to analyze the benefits of the product compared to the price they have to pay and also compared to other suppliers' products. At this point, the customer's concern about the benefits of your product is pushed to the extreme.
Then it's time for you to give valid reasons why customers choosing your product is the right decision, and at the same time present the superior perceived value they will receive to promote the sale closing process to take place quickly.
In addition, asking questions to customers also gives you the opportunity to exploit more customer insights, helping you better understand their psychology and behavior to improve your approach in future sales.
With just two simple ways of interaction above will help you achieve higher sales efficiency, and this is also the method that many sales masters in the world like Zig Ziglar, Blair Singer have applied to their work. Good luck!
