[China Glass Network] Many times, sales personnel must have the psychological preparation to face customer complaints. When the customer complains, the salesperson can't be emotional. Perhaps in the eyes of the sales staff, some customers are picking bones in the eggs, the quality and performance of the goods are very good, they have to pick out some problems that are not at all. At this point, the salesperson must pay attention to the tone and attitude of his own speech, and can not behave more violently than the customer.
When the customer complains, the salesperson must first be a loyal listener. Be sure to restrain his emotions, let the customer finish the conversation, and then talk as calmly and calmly as possible, and solve the various problems raised by the customer. Can not solve, you can find the relevant departments for coordination. This can alleviate the excitement and anger of the customer to a certain extent, and can also win the time for thinking for themselves. Moreover, when the customer realizes your sincerity and the thoughtfulness of your service, the customer's anger will be much reduced. At this point, all the problems may be solved. Complain is no problem, proper handling is the right way to complain that every sales person will encounter the situation, even if the products and services are good, they will often be complained by customers. If not handled properly, it is likely to have a bad impact on the work. To properly handle customer complaints, we must look at the customer's position to look at the problem, do not rashly or even rudely treat customers who love to complain, but use a sincere attitude to communicate with customers, so as to reach a consensus with customers to solve problems. If the customer's complaints can be properly resolved, then they will become loyal consumers of the product.
During the sales process, the salesperson may encounter various complaints from the customer. Complaints mainly refer to a performance of a customer who is dissatisfied with the quality, performance or service quality of the product. Generally speaking, it can be large or small, but it can be dispensable, but if it is in the process of sales, the salesperson Failure to properly handle customer complaints will have a significant negative impact on your work. Because a dissatisfied customer may tell his dissatisfaction to all his friends and family, and his relatives and friends will also tell his friends and relatives. After a long time, the destructive power generated cannot be underestimated. Therefore, we must learn to respond positively to customer complaints and properly solve problems encountered by customers.
One day, at an air-conditioning service center, a lady was born. When Ms. Zhang entered the door, she asked the staff at the service desk with anger. Where is the Han master who installed the air conditioner, Miss Li, the service desk, was busy asking what could be done. Ms. Zhang said that the quality of the air conditioner installed by Mr. Han in the morning was too bad and required a return.
In the face of emotional Ms. Zhang, Miss Li did not rush to ask what is the reason, but to let Ms. Zhang go to the reception room, bring a cup of tea to comfort the other party, don’t worry, what problems will be solved, they will never Responsible and so on.
In the face of Miss Li, who is full of smiles, Ms. Zhang is not good enough, and her attitude has gradually eased a lot. Originally, the air conditioner that Ms. Zhang had just installed in the morning stopped running immediately after the start of the noon. No matter how remotely controlled, it could not be started. It seems that the quality of the air conditioner is not good, so it is required to return.
In the face of Ms. Zhang’s statement, Ms. Li did not speak at random, but discussed with Ms. Zhang, first sent the master to go with him, check the air conditioner, if it is indeed a problem with the quality of the air conditioner, guarantee to change the new air conditioner or return. For this reasonable arrangement, Ms. Zhang agreed.
Therefore, the air-conditioning master immediately went to Ms. Zhang’s house. After inspection, it was found that the power switch fuse for the air conditioner was too small, causing the fuse to be blown beyond the load. After the air conditioner master replaced the large fuse, the air conditioner was operating normally.
In the face of good service, Ms. Zhang felt that her behavior was not appropriate. She not only thanked the air-conditioning master, but also specially called the service center to apologize to Miss Li.
Ms. Li knows the importance of appease the customer's emotions first. In the face of Ms. Zhang's anger, she does not care about it, and she does not make noises with it. Instead, she gives understanding and tolerance, and everything is resolved in peace. What is more valuable is that Ms. Li knows from Ms. Zhang’s interests and concerns, and promises the company’s service responsibilities and service guarantees in a timely manner, so that the other party can rest assured and promptly propose a service plan that meets the interests and requirements of the customers. This is Li. The key to the success of the lady.
Sometimes, customers complain and complain that they want to give him a statement or get compensation, and at the same time want to vent their personal dissatisfaction to get emotional compensation. At this time, the sales staff should understand the customer, try to calm down the customer, encourage the customer to say things, don't evade responsibility, blame the other party, don't interject, but don't justify or temper the customer, and even cause more A big confrontation or conflict, but should understand the real situation of the customer, quickly find out the problem of the customer's complaint, clearly understand the customer's expectations, promptly give peace and quiet, and solve the customer's problems in a targeted manner.
A woman walked into the fruit shop with anger and said to the salesperson: "Why is my daughter buying the apples here, why are you less than two?"
The salesperson replied politely: "Please go back and call the child first to see if she is heavy."
The lady suddenly realized that her face was completely angered and smiled calmly and said to the salesperson: "Oh! Sorry, misunderstanding."
The salesperson thinks that he will not be wrong, then it may be that the child has stolen the apple. If you say "I will not make a mistake, it must be that your daughter has stolen it", or "you don't ask your daughter, but I said that I am wrong, it is really sick", etc. This will not only calm the anger of the customer. Instead, it will lead to a bigger debate. Therefore, the salesperson used a euphemistic tone to point out the problem that the lady had neglected, so that it could maintain the reputation of the store and avoid a quarrel, thus winning the praise of customers.
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