The categories of objections

• • • This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Home Credit China 5.Time Hesitaton to buy immediately 4.Price sometmes this is only an excuse other tmes it can be a real objecton 3.Source Customer has a confict between wantng something and not truly needing it • Based on the product itself : constructon , quality size , appearance , style • Occurs because of negatve past experience with the frm or brand • More common with high quality, expensive merchandise • 2.Product 1.Need According to the performance: The categories of objections Common method to handle customer objections compensaton Contrast method method Conversion method The method of handling customer objectons Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Compensation Compensation method has another name which called balance approach It is a kind of method which SA use the outside sales personnel and other benefits to compensate customer Let the customer “win” Present Discount Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Compensation Case study: Customer Your product is too expensive! You satsfed with this phone either from the appearance or functon, and it is the fashionable style in this year Actually you just SA need to spend 1.2 Yuan, you can own this mobile phone By the way if you apply installment to but this mobile phone you can partcipate our “sweepstakes” Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Conversion Conversion method means used approach; Sales person make use of successful factors of customer objections and concert it into his own point to eliminate customer objections ,persuade them accept the sell Note: First of all, you should show your acceptable and understanding on customer objections Use facts and reasons to deny customer objections Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Conversion Case study Customer Your service is inconvenient, why should I take photo? I understand what are you concern? Actually ,we just need customer provide only two materials ; Photography is a manifestaton SA of our company's tght control of risk We take picture for customer is to make sure it is customer himself applied loan, to avoid disclosure of personnel informaton and arising some unnecessary troubles Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Conversion Case ： Customer You have handled quite a long tme, I have been waitng so long? I am very sorry to let you wait so long, actually only our company can verify customer’s informaton and provide loan in such short SA tme Applicaton by bank must be at least several days Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Contrastation Contrast method is a kind of method which SA list our product’s advantages to compare with our competitors to persuade customer to accept our product Familiar with our product Know your competitors product Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Contrastation ：： ： Customer What the difference between your product and credit card? I can understand your meaning ① Credit card needs to apply in the POS of bank, and then the banker will send all of your documents provided to the main center to audit The approval result will be gained after several weeks It means you cannot apply and use it to buy product in the same day But HCC’s installment only requires two documents and you can apply in our POS immediately The approval result will be gained within one hour So you can use the installment to pay the product which you select after you get the SA approval result today ② Credit card’s limitaton depends on your income status So the limitaton decide what price of product you can buy; and the number of monthly payments only can be selected from to 12 But the highest total loan amount of HCC’s installment can achieved to RMB 10,000, and the number of monthly payments is more fexible You can select from to 24 Thus, you can pay for this product by installment Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Contrastation Case study2: Customer The down payment is too expensive Actually , if you pay more down payment , your repayment will be less in every month For example , if you pay 400 down payment , SA the service fee is……, if you pay 200 down payment your service fee is…… Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Other methods to handle customer objections Other methods: Prevent Deny cold Question Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Discussion Case study1: what kind of method does this sales person use ? Customer said: It seems your refrigerator is not as good as AE license Compared with your refrigerator, AE refrigerator’s cooling rate is faster than yours, noise is also smaller, it has a large freezer 12 liters Sales assistant said: you are right, our refrigerator’s noise is bigger but it is in the scope of national limit and it will not affect your family’s life and health Our refrigerator cooling was slow, but it cost less power And our refrigerator is enough to save a family ‘s food Our price is 300 lower than AE We have years long we can also provide -site maintenance Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Discussion Case study: what kind of method does this sales assistant use? Customer: ： I don’t need this kind of high-level cosmetics, I am losing age, I just want to protect my skin , may not be pretty as young people Sales Assistant: This is a kind of cosmetics which can protect your skin, young people’s skin is tender and vitality, general cosmetics is ok for them People of older age is in need of such high-level skin cream Home Credit China This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Một số phương pháp trả lời hiệu Giải tỏa lo ngại • • • • Phủ nhận gián tiếp – “Dạ, cách năm điều đúng, ….” Phương pháp bù trừ – “ Vâng, điều hạn chế, nhiên thủ tục lại đơn giản tiết kiệm nhiều thời gian cho A/C…” Phương pháp nhu đạo – “Anh/ Chị nói Sở dĩ giá… bên em vì…” Phương pháp Cảm thấy – Đã cảm thấy – Đã phát (Feel Felt Found) – “Em hiểu Anh/ Chị cảm thấy nào…Những KH trước cảm thấy vậy, sau họ phát rằng…” 14 This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization Giải tỏa lo ngại • • Phương pháp phớt lờ – “Em hiểu băn khoăn Anh/ Chị Theo em nói…” Phương pháp trì hỗn – “Em trả lời sau phút khơng ạ?” • Cố gắng hiểu vấn đề từ quan điểm khách hàng – “Theo anh/ chị cao khía cạnh ạ?” • Phương pháp dùng câu hỏi – “A/C lại cảm thấy thế ạ?” • Chuẩn bị phân tích chi phí - lợi ích 15 This item's classification is Internal It was created by and is in property of the Home Credit Group Do not distribute outside of the organization  ... property of the Home Credit Group Do not distribute outside of the organization Compensation Compensation method has another name which called balance approach It is a kind of method which SA use the. .. your meaning ① Credit card needs to apply in the POS of bank, and then the banker will send all of your documents provided to the main center to audit The approval result will be gained after several... customer objections ,persuade them accept the sell Note: First of all, you should show your acceptable and understanding on customer objections Use facts and reasons to deny customer objections