THIS WEEK'S TIP:
Handling the Questions You Don't Have Answers For
处理你没有准备答案的问题
Greetings,
欢迎大家
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这里与一个例子说一下我是如何和一位销售高端特制定位产品的高科技公司的销售经理交谈的。
Things were progressing smoothly--I thought anyway.
事情进展的很顺利。至少我是这样想的。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我看起来确实有他在找的想在他的国际销售会议上使用的关于电话展望演示产品。
Then he asked a question, that at first, caused
my heart to sink.
然后他问了一个问题，一开始，让我的信心往下沉。
"Now, who else have you worked with that sells
a similar product?"
“现在，你还和谁合作销售类似的产品？”
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
我在过去的24年中主持过1000种销售会议，在每个企业实践操作
每一个存在的销售模型。
But not in this one.
但没有在这个（模式）。
I didn't know if there WAS a company that sold
a similar product.
我不知道是否有那么一个公司在出售类似产品。
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但比起变成一个咯咯笑的，胡说八道的傻瓜，试图听起来很聪明，但
知道对这个问题的回答无用，我的训练起作用了。
I was actually prepared for this moment.
我就是准备着这样的时刻。
I paused, and realized that might, or might
not have been an important question for him.
我停了一下，认识到这可能对他来说是或者不是一个很重要的问题。
So I asked,
所以，我问
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
你是想问我是否在做一个类似的目标产品，卖给类似的采购商？
还有，这个买卖中你占了多少？
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他答到，“我知道没有多少像我们一样的公司。我只是好奇。你看起来
有我们想要的东西”
Done deal. Sale made. The question went unanswered.
成交。买卖做成了。问题没有回答。
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
在每天类似的情况中，销售代表们碰到他们没有准备的问难，事实也并不重要，
但去尝试去回答却弄得一团糟。还有有可能丢到一个做买卖的机会。
So here's the sales point for this week:
那么给出本周的销售要点。
Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在早前与目标客户在信息收集的阶段，你碰到过他们问非一般的特别的技术问题吗？
How about outrageous requests regarding capabilities
or service?
比如无礼的性能或者服务方面的要求？
I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常看到销售代表们犯错误因为他们不知道答案，或者因为他们
无法提供目标客户要求的服务。
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们为此道歉，或者找借口，某种程度上看起来像一个十足的傻瓜。
因为他们认为目标客户要求的是一个必须达到的目标。
Clearly not the situation you want to find yourself in.
很显然不是你想陷入的困境。
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么人们问这些问题呢？有时他们可能很真诚的关切和对你的提供的
服务的能力感兴趣，或者碰到某个不一般的技术要求。另一些情况，他们
可能使用把戏或者轻视你的服务或者在电话中让你退却。
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
为了确认请求的准确动机,你需要问”确认问题”.确认问题帮助你
判断对提出请求着来说信息的重要程度。回答表示了你需要准备
你的答案的重要程度和紧急程度。
For example,
比如，
Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
目标客户：“伴有一个带99.9%经验定额的用左手的镀金的适配器吗?”
(???不懂啊不懂)
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
销售代表;”Hmmmmmm.这在决策过程中是你主要的主要关注点吗？”
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
在你提出“确认问题”后，你要为可能的回答做好准备。很多情况下，他们会说，
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“不完全是，但我有点好奇”因此这意味粗略的应对要求。如果他们说答案很重要，
那你要问更多的问题来确认这些请求到底有多挑剔，从而知道你需要怎么回应他们的请求。
Here are other examples of "check questions."
这是“确认问题”的其他的例子
After an outrageous request for service,
在一个极无礼的服务请求提出后，
"How often do you run into those type of situations?"
“你多久会碰到一次这样的情况？”
"How often do you need that type of service?"
“你多久需要一次这样的服务？”
"Are you getting that service now? How much extra are
you paying for it?"
“你现在接受着这样的服务吗？你额外的花费是多少？”
After nit-picky technical questions,
在一些无用且挑剔的技术问题提出后，
"Wow! Just out of curiosity, how are you going to use
that information?"
“Wow！仅仅出于好奇，你准备怎样使用这个信息？”
"Hmmmm. What will you be comparing those figures to?"
“Hmmm.你打算用这些数字和什么数据比较？”
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过使用这些问题，你可以从购买商，货摊主和那些试图
愚弄你和使你低下的人中分出真诚的请求。
Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
行动
想象你碰到的类似的问题。
然后，好好想想你可以做出回答的问题来决定
他们这些问题到底重不重要。
__________________________________________
QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
“变成你可能成为的样子，什么时候都不会晚”---乔治
Go and Have Your Best Week Ever!
Art
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本帖最后由 uniqueico 于 2007-12-20 18:19 编辑 ]
