19种最常见的销售反对意见和相应的回复话术

在整个外贸销售过程中，你会碰到各式各样的销售异议。

通常，业务员和销售代表会把这些反对意见或异议看作是一种拒绝，然而，这其实是一个了解客户的机会，并通过巧妙的销售策略和技巧来留住他们。

01
19种最常见的销售反对意见和回应

1 I don’t want to sign a long contract.

回应话术：That’s understandable, (first name). How about we discuss some different contract terms?

2 We’re using your competitor.

回应话术：And how are you finding them? If you don’t mind me asking, why did you choose to go with (competitor)? (Wait for a response and then rebuttal with how your product is different).

3 (Competitor) is cheaper.

回应话术：Yes, (competitor) is cheaper but they don’t offer (feature/s). At the end of the day (feature) is going to be well worth the extra expense. (Offer social proof if you can).

4  I don’t see any ROI potential.

回应话术：There’s definitely potential. I’d love to show you and explain how, (first name). Are you available this week for a more detailed call?

5 I’m not interested.

回应话术：I understand, (first name). How about I send over some information addressing ( pain point) and you can contact us if you change your mind?

6 I’m busy.

回应话术：I completely understand, and I don’t want to waste your time. I can tell you about (product) in 2-minutes. If you’re interested I’ll email you more information, if not I won’t call again. How does that sound?

7 How did you get my information?

回应话术：I came across your website and thought I’d reach out because I believe (product) would be a great fit for (company name).

8 I’ve never heard of your company.

回应话术：We’re a company that (explain your product). I’d love to chat to you about (pain point) and see how we can help.

9 This looks too complicated for my team to learn.

回应话术：Can you tell me what specifically looks complicated, and I’ll walk you through it?

10 We’re using this budget elsewhere.

回应话术：That’s understandable, (first name). You know, we had a customer who had the same issue, but they decided to go with (product) and they actually increased their ROI so they could then use their new revenue for other areas.

11 Can you call me back next quarter?

回应话术：Sure! Before I go, I’d like to get a sense of where you’ll stand next quarter. Do you think your superiors will give you the go-ahead to invest in (product)?

12 This is too expensive.

回应话术：I believe (product) can help solve (challenge) you shared with me, (first name). Here’s how…

13 You don’t have (feature).

回应话术：Have you heard of (partner)? Many of our current customers choose to use it alongside ours and so far, we’ve had good feedback.

14 I’m going to get some quotes for comparison.

回应话术：I’m convinced that we’ll be able to save you money just like we do our other clients. But I understand the need to compare. May I ask how many other quotes you’ll be getting and from who?

15 We’re happy with the way things are.

回应话术：I’m thrilled to hear that (first name)! How are you currently solving (pain point)?

16 We don’t have a big enough team for this.

回应话术：I see, and I want (product) to add value to the team you have. How big are you at the moment and what are your current day-to-day responsibilities? I’m asking because I believe (product) once onboarded, might alleviate some of those responsibilities opening up your team to do what they do best.

17 Can you email this over?

回应话术：I’d be happy to (first name). Is there anything specific you’d like more information on?

18 I saw a bad review of your company.

回应话术：We’ve resolved (issue) and now offer (fix). I’ve got a case study from (client) that expands on this. Would you like me to send it over?

19 让你留言：Hi, you’ve reached ( prospect name) please leave a message…

回应话术：Hi (first name). It’s (your name) from (company) here. I wanted to follow up/ discuss how (product) can help solve (pain point). Please let me know what time you’ll be available. Thanks!

02
如何用6个步骤来克服销售中的反对意见

当你遇到反对意见时，一个简单的策略是：先不要冲动行事，然后做出适当的反应。在下面概述了如何克服销售异议的6个步骤：

1 准备

首先你要做好准备，这意味着做好潜在客户研究，并准备好你的反对意见清单和回应话术模板。

2 倾听

积极倾听是销售的黄金法则，在处理销售反对意见时同样适用。你需要专注潜在客户提出的任何问题，并给他们说话的空间，不要打断他们。

当你的潜在客户说话时，确保表现出你对他们的关注。一旦他们说完了，用以一种有同理心的方式来回答。

3 理解

如果你觉得对方所说的反对意见不清楚，你可以通过继续提出开放式的问题的方式来弄清楚，直到你完全理解他们的痛点。

另外一种方式是：你重复潜在客户所说的话，然后问对方是那个意思吗。有时候你会发现，一个反对意见并不是真正的问题，它只是潜在客户随便提的一个问题。

提示：在过程中你需要表达他们的反对意见对你是很重要的。

4 行动

克服销售异议的另一个技巧是：先处理大异再处理小异议。你不需要花太多的时间在处理异议上，迅速处理它们。既不要去忽视异议，但也不要花过多时间。

如果你觉得你不能回答某个反对意见，那么就跟对方解释说你需要和上级谈谈，然后尽快给他们答复。

5 跟进

一旦你说你会提供某个方案解来解决某个异议，你就需要提出一个后续会议或电话来进行跟进。

6 确认

最后询问你的买家，他们是否对你提供的解决方案感到满意。

如果他们满意，在继续推进之前，跟对方确认是否有其他问题。一定要在他们所关心的问题全部得到解决后，再继续推进。