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六句一定踩到客戶地雷的英文
Aug 23rd 2013, 08:58, by 世界公民文化中心

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來源:世界公民文化中心

當你是消費者時,你可以用任何語言;但當你是銷售者時,你只能使用消費者聽了會舒服的語言。在銷售或服務過程中,最好的語言不是一味推銷,也不是理所當然反應實情,而是處心積慮幫客戶解決問題。

以下這幾句話,聽起是不是來似曾相識?好比打電話詢問某項產品,對方說,「對不起,現在是吃飯時間。」看似理所當然的答案,其實調整一下心態,讓自己更solution oriented,留住客戶的心。一起看看怎麼把問題轉換成solution based的回應:

情境一:當客戶提出的要求行不通時
不負責任說法→That doesn't work.(這樣行不通)
解決問題說法→There are multiple ways we can approach that.(我們會多管齊下,試著辦到。)

情境二:當某個服務因為賠錢,而停止再提供
不負責任說法→We don’t “do” that anymore…it turned out to be a loser for us.(這服務賠錢,我們不提供了。)客戶的印象:你們是一個loser.(失敗者)
解決問題說法→We alleviate the strain of this process every month automatically.(我們每個月都會稍微調整流程。)

情境三:雙方需要簽約
不負責任說法→We require a 2 year contract for the whole thing work for us.(我們必須簽一個為期兩年的合約)客戶的印象:覺得所有風險都是客戶承擔。
解決問題說法→We promise to impress you month after month, or we risk losing your business.(我們承諾您每個月都看得到進步,絕不讓您失望。)

情境四:客戶提出的方案,公司無法接受
不負責任說法→We’ve never considered that and it seems quite impossible.(我們沒考慮要這樣,聽起來不太可能。)客戶的印象:你在推諉責任。
解決問題說法→If you need customized reporting, our data team will work with you.(如果您需要個別報告,資訊整合部門可以幫得上忙)

情境五:客戶不瞭解你的意思
不負責任說法→You don’t get it, do you?(你不懂我的意思,對吧?)客戶的印象:你在駡我很笨嗎?
解決問題說法→Let me run through a typical use case. It will address how that feature really impacts your team.(讓我很快用一個典型案例解釋,您就會了解這個功能如何對團隊產生影響。)

情境六:某版本的軟體不再提供支援了
不負責任說法→We can’t support that version any longer.(我們不支援這個版本了。)客戶的印象:You won’t support that version any longer.(是「你」不支援吧?)
解決問題說法→We have resources available for you and I’d like the opportunity to demonstrate how version X can benefit you.(我們將提供其他使用資源,也希望能向您說明新版本的好處。)


★ 了解人生每一階段的理財需求,選對正確方法累積財富,遠比盲目投資獲利更重要...

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