瑞诺国际分享怎样冷静应付不同性格的客户

red2008

当我们面对着形形色色的客户时，我们究竟该如何恰当应对他们呢?
In the face of various kinds of customers, how to cope with them
appropriately?
下面且听小编一一道来：
I’m going to show you how:
一、 唠叨型客户Customers who are chatterers
爱说话的客人，通常较容易以自我的观点为核心，去批评、评论、或者只是东家长、西家短的标准三姑六婆型。
Customers who like to talk, are always egocentric because they criticise
and comment on others. Or they just love to talk.
既然对方是十足的自我主义者，你不妨在他的言语中偶尔出言附和他，协助他尽早做个结论。询问的方式在此是绝对要避免的，否则，你不经心的一句问话，又引起他的口若悬河呢?
In this case, you might just say something to echo them and help them make
a conclusion. Inquiring mood should be avoided using. Otherwise, your casual
saying may make them chatter again.
二、 和气型顾客Customers who are gentle
优柔寡断，买与不买之间总要思考好久。他们耳根子软，别人的意见往往能立即促使他变卦、反悔。
They are irresolute and they will ponder on whether they should purchase or
not for a long time. They can be easily influenced by your words because others’
words can make them change their minds in most cases.
这个时候你就得耐心的询问他，究竟还有什么令他那不定主意的。并且试法帮他解，只要你找的出他迟疑的原因，通常便能轻易找到解决的方式。因为这类型的客人，通常烦恼的都不是什么严重的大问题。
At this moment, you should ask them patiently to see what make them unable
to decide and try to help them settle it. Only after you find out their reasons
of hesitation, can you likely find the solutions as their troubles are not big
deal.
三、骄傲型顾客Customers who are arrogant
骄傲型的客人看似高不可攀，很难使他服服贴贴的信服你，因为他们总有一套独特的看法，并且还引以自豪。
Arrogant customers look like they are not easy to handle. And it is
difficult to have them believe you. Because they have their unique views and
they are proud of them.
对于这类客户最好还是多尊称他的头衔。而且，试着找出他最高的那顶帽子。惟有让他觉得你真心推崇他，他的自尊心一旦得到满足，才是你商品生机的开始。你可能会觉很委屈。换个角度想想，征服这种顾客，何尝不是销售生涯中的一大乐事呢?
For this kind of customers, you’d better address them respectfully.
Meanwhile, find their highest positions. Only when you make them think you
revere them, can they be satisfied and it is the start of your business. You may
feel wronged but on the other hand, it is also fabulous to conquer such
customers.
四、刁酸型顾客Customers who are unkind
刁酸型的客人有一个特色，他总爱挑剔。
They like to nitpick.
沉不住气对于应对刁酸型的客户来说是最大的禁忌。所以，只有一个字：忍!包容他的一切，以静制动。不过，也可以偶尔委屈的说一些损自己的幽默话，化解一下他嚣张的性格，用幽默代替正面的冲突。
Facing such customers, you must chill out because if you don’t do that, you
won’t get anything. So, just tolerate them and forgive their everything. Only
you can injuredly say something humorously to derogate yourself. Doing this, you
can use humor instead of head-on confrontation to neutralize their rampancy.
五、吹毛求疵客户Customers who are captious
对于这样的顾客，你得好好打理自己的门面，再踏入他的公司。一开始所有的动作最好能守住基本的推销员法则，中规中矩的礼节，客套的寒暄语，第一印象千万不要给对方任何一个挑剔的机会，否则，连再谈下去的机会都没有。
For such customers, you need to get tidy after entering their company. At
the beginning, you must act like a general salesperson with a discipline and
polite greetings. You mustn’t give them the chances to nitpick you, or you
wouldn’t continue your conversation.
这类型的客户不真正难应付，也许难缠了一点。不过，你只要尽力在各方面，从自己的打扮举止开始到商品知识，都不要有被对方挑剔的地方，处处完美，无懈可击，还是能得到这类型客人的赞美!
They may be difficult to handle. But as long as you act well in in all
directions, from your dress and behaviours to knowledge of commodities. You’ll
still get praised if you are perfect and unassailable.
六、完全拒绝型客户Customers who completely refuse
他们可能真的不喜欢产品、不相信产品、或者不喜欢推销员。
Perhaps they don’t really like and trust in the products or they just don’t
like the salespersons.
完全拒绝的顾客，通常都有某种心理上的障碍，你得想办法协助他克服。不过，千万不要纠缠他，缠得越紧，只会让他逃得越快!
Customers who completely reject you, have some problems mentally. You have
got to help them get it over. However, don’t badger with them. They will just
escape you if you go too far.
七、杀价型客户Customers who like to bargain
我们这里要谈的是——以杀价为乐的顾客类型。你得要识破他们的伎俩，才能真正谈成交易，并拥有这个客户。否则，贸然降价，不仅使你利润减低，甚至，还会落得让顾客以为你的索价太不诚实!
As for customers who like to bargain. You’ve got to see through their
tricks to really close a deal and own this customer. Otherwise, you will not
only decrease your profits but also make customers think your offer is much too
dishonest.
你可以不断地强调商品本身的价值绝对是物超所值。虽然价格无法再降，但保证他买回去后绝对不会后悔。不断地强调品质上的优点，也是对付这类型客人的好方法之一!
You can keep underlining that the products have excellent quality with
reasonable price. Although the price can’t be low no more, they won’t be regret
after purchasing it. It is a good way to handle such customers by underlinling
advantages of products.
八、经济困难型客户Customers who have financial difficulty
很多抱怨自己手头紧张的客人，其实并不是真正的经济拮据。因此，除非让他们意识到这个产品真的有利于他们，否则，是绝对很难诱使他们购买的。
Many customers who complain they are strappedm are actually not so.
Therefore, you won’t tempt them to purchase unless they realize the benefits of
the product.
对于这样的客人，强调物超所值的观念是最重要的。你必须从产品制作的严谨，使用材质的高级、市场评价如何之高，以及它将为顾客带来如何的便利及益处等，种种优点作深入的剖析。


For such customers, it is important to underline that your products have
excellent quality with reasonable price. You have to make further analysation of
preciseness of products’ manufacture, materials with high quality, high
popularity and convenience and benefit brought by it.        你学会了吗，联系我一起学习吧V信：zza4233

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