How To Eliminate Customers' Rebellious Psychology?

In physics, there is an explanation that every force has a counterforce equal to its size and opposite direction. Customer talks There are also such forces and reaction forces in the process. From the perspective of human nature, people's reaction force is actually an unconscious instinct reaction. During a chat with students, I told them, "sometimes sales work is really bad mood, sometimes painful." He replied, "why do you say so, Mr. Shang? I think sales can make people feel relaxed and happy." Next time, I will tell another student that sales can be relaxed and enjoyable. I can not anticipate that his attitude is the opposite. Sales work It's frustrating. I think the attitude of the two students is contrary to me.

　　 Rebellious psychology It is almost everyone's behavior reaction, but the degree is different. Whenever I teach, I notice that students' facial expressions change because they realize that they have similar behaviors. So remember, reverse psychology is a very common mechanical response from instinct. Further, reversing does not mean bad behavior. Some people have a good starting point, but at the same time, they are the most active rebels. For example, the following example:

Salesperson: "today's communication process is like this, I will first introduce the various functions of the product, then discuss the later maintenance problems."

Customer: "it's too early to discuss maintenance."

The aforementioned potential customers did not think deeply about the salesperson's proposal, and set up the first reaction in their minds, which directly refuted the opinions of the salesmen. The problem of product maintenance is to be elaborated at this meeting, but actually the customer shows the opposite attitude with the salesperson to get control of the agenda.

Here, what we need to know is that the opposite effect is not really opposed, so we can not treat it as objection. But the reality is that once a customer has an antagonistic mentality toward what the salesperson said or did, many trained salesmen will immediately turn to the objection processing mode. They think that if they can solve the objection, the customer's antagonistic mentality will disappear automatically. But this formula processing method has no effect on reverse psychology, because you can't suppress the need of customer's self value. So how can we reduce the reverse effect of customers as much as possible?

　 First, to raise questions and make statements less.

Reducing the incidence of counteraction begins with prevention. If we can identify and prevent things that lead to antagonistic psychology in advance, we can avoid their negative effects.

In a conversation, statements can easily lead to counteraction, because most statements usually have a clear standpoint, which is easy to be caught and put up with objections. For example, "the weather is good this weekend" is easy to be opposed by others who hold other views. The weather may seem too hot for them.

When the salesperson said to the customer, "next week's sales presentation requires your boss to take part." Customers may simply reply, "no need."

　 Second, credibility can relieve customers' boycott.

In sales talks, customers are instinctively cautious about salesmen. But generally speaking, the higher the credibility of the salesperson in the customer's mind, the more positive the customer's attitude will be.

Establishing credibility should be the main goal of the sales process. It can not only deliver value, but also reduce the risk of sales failure. Credibility makes the relationship between customers and us more harmonious, which also reduces the risk of customer reverse psychology, and opens the door to effective talks.

People are always willing to share everything with people they trust. Customers do the same. They no longer deny us, but invite you to have more in-depth talks. {page_break}

　　 Third, curiosity can overcome antagonistic psychology.

Stimulating customers' curiosity is one of the best ways to guide them to effective talks. Curious customers are willing to learn more about your products and services. People are less likely to be curious and rebellious.

You can see that when people begin to have curiosity, the atmosphere of conversation will become more active. Curiosity will make people more engaged and more focused. Even the body will come closer to you. They ask questions to satisfy their curiosity, that is, asking for our help. Obviously, it is impossible for the customer to push you aside while asking for your help.

　 Fourth, we need to change our position.

Another way to reduce backreaction is to change one's position. The answer you get is exactly what you want. I used to ask customers such questions in the past sale: "am I not right?", "disturb you," and "are sales demonstrations too fast next week?" and so on. The answer to each of these questions seems to be negative, so the opponent's antagonistic psychology often makes his answer hit us in the middle. This skill is called position change.