这些汽车销售技巧话术够实战！

These car sales skills are enough to combat!

无论做什么销售，首先研究透目标消费者的心理，并结合实际销售经验，摸出一套销售技巧是非常重要的。

一、迅速的建立信任：

⑴看起来像这个行业的专家。

⑵注意基本的商业礼仪。

⑶顾客见证(顾客来信、名单、留言)

⑷名人见证(报刊杂志、专业媒体)

⑸权威见证(荣誉证书)

⑹问话(请教)

⑺有效聆听十大技巧：

①态度诚恳，用心聆听。

②站∕坐在顾客的左边记笔记。(在左边顾客很容易看到你和你写的，右边的话不易看到)

③眼神注视对方鼻尖和前额。

④不打断，不打岔(在顾客说话时尽量不要中途打断)

⑤不要发出声音(只点头、微笑便可)

⑥重新确认(在记录时要让顾客确认他所说的，可以增强他的成就感，同时促成他心理认同，加速签单)

⑦不明白追问(聆听总有不明白、不清楚的地方，及时追问)

⑧不要组织语言(不要在心里去想着如何反问和抢答)

⑨停顿3～5秒(在开始说话时，略停顿3～5秒，一来可以使顾客喘口气，二来为自己整理一下思路。)

⑩点头微笑(在谈话过程中，不停地点头微笑)

⑻赞美(是一切沟通的开始，是俘获人心，建立信任最有效的方法)

①真诚发自内心。

②闪光点(赞美顾客闪光点)

③具体(不能大范围，要具体到一点)

④间接(间接赞美效果会更大)

⑤第三者(通过赞美小孩、衣服等)

⑥及时

经典语句：

您真有眼光/不简单/慷慨/大方/有魅力/豪爽

您真的很与众不同;我很佩服您;我很欣赏您(上级对下级)

赞美中有效的模仿会加强信任，因为人都比较容易对与自己相差不多的人产生信任。

二、问问题的方法

问问题的步骤：

①问一些简单容易回答的问题.

②问YES的问题.

③问二选一的问题.

④事先想好答案.

⑤能用问的尽量少说.

三、顾客异议通常表现的6个方面：

①价格(顾客永远想以最低的价钱买到最好的产品)

②功能

③服务(售前、中、后 )

④竞品（竞争对手的产品）会不会更便宜，功能会不会更好。

⑤支持(是否有促销、是否有活动)

⑥保证及保障。

请记住：永远不能解决所有的问题，只有不断提升成交的比例。

⑵根据顾客焦点(激励按钮)不同，顾客可分为：

家庭型：思想保守，热衷于稳定生活，大多以主妇为主，老人、少部分中年男人。说服这种顾客不要告诉他产品有很大不同，因为他害怕改变。

模仿型：这类人对他人的肯定和认同特别在意，喜欢模仿名人、大人物、大多数以2030岁为主。

成功型：喜欢与众不同，凡事都追求最好和卓越，以高级白领和拥有自己事业成功的人。

社会认同型：关键按钮是人生一定要对社会服务，有使命感。以政府官员、医生、教师及成功人士为主。

生存型：追求实惠和实际，以便宜和省钱为导向。说服这类人从质量硬，可以用几十年，为您省不少。同时也很好来说服。

四、如何回答异议：(肯定认同法)

先认同，再反问，认同不是赞同。

动作上时刻保持点头，微笑。

处理异议时要用热词，忌用冷词

热词：我很了解(理解)┈┈同时┈┈

我很感谢(尊重)┈┈事实上┈┈

我很同意(认同)┈┈其实┈┈

冷词：但是、就是、可是。

一般面对贵，常用的方法：

a、如果价位一样，您愿意多花一点钱买到更好的服务吗?

b、如果我能提供您满意的服务，您愿意向我购买吗?

c、您是只要买便宜价格?还是只在乎价钱的高低?还是更重视品质与服务?

d、除了价钱外，您比较关注哪些方面?如信用、服务、品质。

e、在什么情况下您愿意买价位高的产品。

f、您有没有不花钱买过东西?您有没有买了便宜东西而后悔的经历?一分价钱一分货，我们没法给您最便宜的价钱，但会给您最合理的价钱。

g、富兰克林法(找出一张白纸，中间划一条线一分为二，在上方写我们产品带给他的好处，在另一方写竟品带来的好处，然后比较。)

h、顾客见证，举例说明曾经一个顾客觉得贵，后来发现还是我们的价钱最合适。

i、打电话给经理。

五、肯定认同的技巧：

①您说的很有道理。

②我理解您的心情。

③我了解您的意思。

④感谢您的建议。

⑤我认同您的观点。

⑥您这个问题问的很好。

⑦我知道您这样做是为我好。

这套肯定认同的方法，既可以应用在现场销售中的认同顾客的说法，又可以在处理顾客售后服务、投诉过程中应用。

六、成交的语言信号：

a、注意力集中在一件商品上时，顾客放弃其他产品，只对某件商品仔细询问，说明顾客已经开始对他产生信心，或对已经弄清楚的问题再三询问时，是即将达成的信号。

b、询问有无配套产品或赠品时，顾客了解产品后，不会马上表态，而是询问有无配套产品或赠品，注意善用赠品，促成交易。

c、征求同伴意见时，如果顾客征求同伴意见，都是有意购买的信号。

d、顾客提出成交条件时，顾客挑出一些无关紧要小毛病，进而谈判成交条件或压价或多给些赠品。

e、开始关心售后工作，总是反复问可送货，是否原包装，售后服务可及时，有问题可包换等。

⑤成交的行为信号：

a、顾客眼睛发亮时，看到某件产品突然眼睛发亮，面露喜色。

b、突然停止发问时，顾客对商品东摸西看，问来问去，突然中断略有所思时，是在考虑是否购买。

c、几个产品比较时，顾客把某个产品同其他产品比来比去，或者同竟品比较时。

d、不断点头时，一边看产品，一边微笑点头，表示对产品比较满意。

e、仔细看使用手册，对产品说明或宣传资料阅读仔细，并提出问题。

f、第二次来看同一产品。

g、关心产品有无瑕疵。

h、顾客非常注重导购员时，顾客眼睛非常锐利，不放过导购员一个细小动作、眼神、谈话的语气和内容，生怕上当。

⑥成交的方法和技巧：

a、大胆成交(反正不会死)

b、问成交

c、递单法(点头、微笑、闭嘴)

d、沉默法(关键时刻，他在犹豫时，千万不要抢说，谁抢说就占下风，等他下决定)

e、成交后，转移话题。

These car sales skills are enough to combat!

Regardless of the sales, it is very important to first study the psychology of the target consumers and combine the actual sales experience to find out a set of sales skills.

First, build trust quickly:

(1) Looks like an expert in this industry.

(2) Pay attention to basic business etiquette.

(3) Customer witness (customer letter, list, message)

(4) Celebrity witnesses (newspapers, professional media)

(5) Authoritative witness (honorary certificate)

(6) Asking (consult)

(7) Effective listening to the top ten skills:

1 Sincere attitude, listen carefully.

2 stations ∕ sitting on the left side of the customer to take notes. (On the left, the customer can easily see you and you write, the right side is not easy to see)

3 eyes look at the other side of the nose and forehead.

4 don't interrupt, don't fight (try not to interrupt midway when the customer speaks)

5 Don't make a sound (just nod, smile)

6 Reconfirmation (to allow the customer to confirm what he said when recording, can enhance his sense of accomplishment, and at the same time promote his psychological identity, speed up the signing)

7 Do not understand the questioning (listening is always not understood, not clear, timely questioning)

8 Don't organize the language (don't think about how to ask and answer)

9 pause for 3 to 5 seconds (when starting to talk, pause for 3 to 5 seconds, one can make customers catch their breath, and second, sort out the ideas for yourself.)

10 nod smiles (during the conversation, nodding and smiling)

(8) Praise (be the beginning of all communication, the most effective way to capture people's hearts and build trust)

1 sincerely from the heart.

2 flash points (praise the customer flash point)

3 specific (not a wide range, to be specific)

4 indirect (indirect praise will be more effective)

5 third party (by praising children, clothes, etc.)

6 in time

Classic statement:

You really have a vision / not simple / generous / generous / attractive / bold

You are really different; I admire you; I appreciate you (superior to subordinate)

Effective imitation in praise will strengthen trust, because people are more likely to trust people who are similar to themselves.

Second, the method of asking questions

Steps to ask questions:

1 Ask some simple and easy questions to answer.

2 ask YES question.

3 ask two questions.

4 think about the answer in advance.

5 can use as little as possible to ask.

Third, the customer's objection usually shows six aspects:

1 price (customers always want to buy the best products at the lowest price)

2 functions

3 services (pre-sale, middle, and post)

4 competing products (competitor's products) will be cheaper and the function will not be better.

5 support (whether there is promotion, whether there is activity)

6 guarantee and guarantee.

Remember: you can never solve all the problems, only the proportion of the transaction is constantly increasing.

(2) According to the customer focus (incentive button), customers can be divided into:

Family type: conservative in thinking, keen on stable life, mostly based on housewives, old people, a small number of middle-aged men. Convince this customer not to tell him that the product is very different because he is afraid of change.

Imitation: These people are particularly concerned about the affirmation and recognition of others. They like to imitate celebrities, big people, and most of them are mainly 20-30 years old.

Success: I like to be different, to pursue the best and excellence in everything, to be a senior white-collar worker and someone who has a successful career.

Social identity: The key button is that life must serve the society and have a sense of mission. Mainly government officials, doctors, teachers and successful people.

Survival: Pursue benefits and reality, and are cheap and cost-oriented. Convince this type of person from the quality of hard, can be used for decades, save a lot for you. Also very convincing.

Fourth, how to answer the objection: (affirmative law)

First agree, then ask again, identity is not endorsed.

Keep nodding and smile at the moment.

Use hot words when dealing with objections, avoid using "cold words"

Hot words: I know very well (understand) ┈┈ at the same time ┈┈

I am very grateful (respect), in fact, ┈┈

I agree very much (identification).

Cold words: But, yes, but.

Generally faced with expensive, commonly used methods:

a. If the price is the same, would you like to spend a little more money to buy a better service?

b. If I can provide you with satisfactory service, would you like to buy it from me?

c. Do you want to buy a cheap price? Or do you only care about the price? Or do you pay more attention to quality and service?

d. In addition to the price, what aspects do you care about? Such as credit, service, quality.

e. Under what circumstances are you willing to buy a product with a high price?

f. Have you ever bought anything without spending money? Have you ever bought a cheap thing and regret it? If you pay for the price, we can't give you the cheapest price, but it will give you the most reasonable price.

g, Franklin law (find a piece of white paper, the middle line is divided into two, write the benefits that our products bring to him at the top, write the benefits of the other products on the other side, and then compare.)

h, customer witness, for example, once a customer feels expensive, and later found that our price is the most appropriate.

i. Call the manager.

5. Affirmative skills:

1 What you said is very reasonable.

2 I understand your mood.

3 I understand what you mean.

4 Thank you for your suggestion.

5 I agree with your point of view.

6 Your question is very good.

7 I know that you are doing this for me.

This method of affirmation can be applied not only to the customer's statement in the field sales, but also to the customer's after-sales service and complaint process.

6. The language signal of the transaction:

a. When attention is focused on one product, the customer gives up other products and only asks for a certain item carefully, indicating that the customer has begun to have confidence in him, or when repeatedly asking questions that have been clarified, it is a signal to be reached. .

b. When inquiring about whether there is an accessory product or a gift, the customer will not immediately express his or her understanding of the product, but will ask if there is any matching product or gift, and pay attention to making good use of the gift to facilitate the transaction.

c. When asking for peer opinions, if the customer solicits the opinions of the companions, they are all signals of intentional purchase.

d. When the customer submits the conditions for the transaction, the customer picks out some insignificant minor problems, and then negotiates the terms of the transaction or the price or gives more gifts.

e, began to care about after-sales work, always ask questions can be delivered, whether the original packaging, after-sales service can be timely, there are problems can be replaced.

5 behavior signals of the transaction:

a. When the customer's eyes are bright, I can see that a certain product suddenly has bright eyes and a bright face.

b. Suddenly stop asking questions, the customer is eager to see the goods in the east, ask and ask, when the sudden interruption is slightly thought, is considering whether to buy.

c. When comparing several products, the customer compares a certain product with other products, or compares with the actual products.

d. When I nodded constantly, while looking at the product, I smiled and nodded, indicating that I was satisfied with the product.

e. Look carefully at the user manual, read the product description or promotional materials carefully, and ask questions.

f, the second time to see the same product.

g, care about the product is flawless.

h. When the customer pays great attention to the guide, the customer's eyes are very sharp, and they do not let the guides have a small movement, eyes, conversation tone and content, for fear of being fooled.

6 methods and techniques for closing:

a, bold deal (anyway will not die)

b, ask for a deal

c, the delivery method (nodding, smiling, shut up)

d. Silence method (at the critical moment, when he is hesitating, don’t rush to say that whoever grabs it will take the wind, wait for him to decide)

e. After the transaction, transfer the topic.