拒绝与异议的处理&1
Opposite Handling 排除疑虑的处理技巧
嫌货才是买货人,只是客人嫌货时都被你赶跑了, 而你又不明白.
Opposite Handling指的是拒绝、异议、反对、不同意见的处理技巧, 而且这是业务员最重要的技巧,
也是目前业务员最容易犯错的地方。这是一个在销售过程里，必须花费百分之八十的时间与力气来处理的话题。
不过在此之前，你最好要先学会避免掉。
根本不理你。
你的货太贵了。
样品费寄过来太贵了。还有一个。
PLEASE DO NOT SHIP ANY TO US. We do not want to order
Thank you for all your time.(这是最温柔的拒绝了)
你根本找不到客人要的东西，或无法落入目标价区。
你报的价比公司网上标的价还要高。
时程来不及了。
你出的货有问题了。
遇到这种情况，你是否经常去使用自我解释与保护的技巧?你是否常用争辨的技巧?你是否常去画一条自我保护的线”我是对的，这一类你错我对的技巧”?
那就非常的恭喜你了，生意必将离你远去。
正确的方案应该要
积极性的Listen。 (提问收集意见)
找solution or Action，而不是批评与争辩。
找到或创造出客人想不到的价值。
多争取过程中的认同点，以及如何的化。
换句话说，在过程中不断的争取认同，这会是非常有效的方法，以下有一些反面的例子，也有一些争取认同的例子，请大家参考。
一定要试着从知彼着手，先来猜一下客人的想法(test client)
用回应解释的方法, 解决不了问题
常见的竞争问题及其回应的例子(你的货比当地贵)
客人因换产品很客气的拒绝你了，该如何?
Sample运费贵是最常见
Show hand too early&
争取认同的例子
Please be friendly a little bit more every day
应对中最常看到业务员有封闭对话的问题(愈讲话题愈小，直到thank you而终)
1. 没有看懂客人的信
2. 用解释的方法回应客人的效果最差
3. 马上掉到价钱上面去的对话也不好
一定要试着从知彼着手，先来猜一下客人的想法(test client)：
他没有直接买过中国货。当然美国当地供应商是不收运费的。所以他不了解和我们合作的优缺点。&
我提供的产品Cute，他会接受。但这不重要，他的客人也容易接受那更重要。对啊，我还有更cute的产品可以让他更容易拿下案子啊!
我没有直接写回信的内容。但就重点提示给各位，所以
我说明功能，而不说明价钱。我们的好处就是货样新鲜与齐全，这是最有助于让他拿到案子的。只是还真的要付运费。&
我有其它的团队可以一起帮他拿到案子。要不要先多看看大家提案，争取拿案子再来谈运费的问题。&
3. 有帮助才有得谈，那我们当然先去抓到那些点是对客人争取他的客人上面是有帮助的。
这就是能愈讲愈开的方法。
下面这个例子, 业务员报了$50元的样品费, 客人不想付, 所以他就开始谈$30,
顶多是解释一下后变便宜一点的回应办法就不太好.
—& Original Message —&
Dear Cheryl
Thank you for your mail, we have our marketing team in LA, but the
products are from China, so we have to UPS to you, and when the
samples arrived, you can pay for the UPS yourself, i have checked
with the UPS, the accurate price would be 30 USD, if you have any
agreement with your UPS, it would be cheaper. what do you think
about that? please let me know, my friend.
Best Regards
—& Original Message —&
CKN14@…. 写道：
I just received and was able to open the
attachments
Yes the car is cute and we would like to show it to a different
We do not want to pay $ 50 for shipping
That is too much for samples
Dont you have a warehouse here in the US ??
用回应、抗辨、解释的方法,都解决不了问题，而且会愈来愈差
很多人常常用回应客人异议的笨方法，即用解释的方法, 这样一点也解决不了问题。
"你的运费很贵"，难道你要说，不贵的，都是物流公司赚走了，我没赚你的之类的说明吗?
"你的价格很贵"，结果有人说就报FOB
上海，可以看起来就便宜了。还有人说，那就降一点吧，最后物流也赚，工厂也很赚，搞不好还有中间人也赚，就你自己不赚，还白忙半天。
贵是相对的概念，只要能客人能明白就好，LV的包，1000美金人家都说便宜，不是吗?所以好的方法是：
1.用provide value的方式，取代解释
2.跟客人说明在什么情况下是advantage, 在什么情况下是shortage.&Hi
This shipment of goods has taken too long. We can’t
have this happen again. We ordered different parts from another
supplier in China and shipped them the same way. We had the parts
in about a week with no issues.
This shipment has taken over 2 weeks and the parts
still have not left China. This is not going to work on future
orders for us.
How can we fix this for future orders? Why don’t you
have an export license? Do you not sell goods outside of
你帮我看看下面的回复是否okay? 需要你给点意见，谢谢！
We apologize for hearing the shipment issue. The goods,
they(UPS) picked up from us is 28th of November, and the problem
come up at 8th of December, they and you contact with me at 8th of
December about this problem. What are they doing at the period of
28th of November to 8th of December? 10 days wasted
China Direct Promos is an America company as your
Panavise in US, here Yiwu is a branch of Pacific Promos, it’sa
manufacturer as your Panavise in Changzhou, just we smaller than
your company maybe. General we sell our products to client all over
the world, the price is in hand price(DDP price or said door to
door price), the client needn’t to undertake any risk, they just
living home to receive them is okay.
This case was the first time we met, you cut apart the production
and shipping, but you didn’t tell us the shipping account of UPS
can’t do the licence.( Because the express company which cooperated
with us all can do the licence, except the boat company.) So sorry
we didn’t know your UPS can’t do every things of
Yours sincerely
常见的竞争问题及其回应的例子(你的货比当地贵)
这个Eric与客人的例子里：
Where is this shipping out of? Maybe I can arrange a better
shipping method to bring down the price. Please tell me the size,
dimensions and weight of the boxes.
I can get these for 4.72 in the usa? &Item #
DRCT0109 and item # CEZ3128.
看起来好像是价钱因素，那客人何不直接去买了，还问什么呢?大家一起努力追求恶性竞争?我猜不是，还有什么没有说出来。
i found #DRCT0109, at&&,
but not found&# CEZ3128.
the size of #DRCT0109 is of
smaller,&&20&P x 20&P x 31 1/2&P ,
but i don’t know what thickness of their steel tube . i know if we
use a thiner steel tube , the price will cheaper a little .
pcs/ctn : 6
Ctn size ( CM ) :
93&&x&&23&&x&&33
gw : 15 kg
now i know , why our factory give me the MOQ is for container
first , 20&P GP 2400 PCS
,40GP：5100PCS&&&&40HQ：6000PCS
, it looks there are some body import these huge number at once .
$4.72 is a challenge for us, maybe we can get a better price in the
factory, but we also need shipping big quantity. i’ll check this
客人4.72可以买到，表示美国有库存，如果初估我们没有错的话，那何必去硬拼呢?浪费客人与我们自己的时间在做登陆战，就算我们能做到4.5，那能帮到客人多少呢?
本案真正的竞争点在那里?能不能去找到差异化?这一点很重要，要让客人拿到案子，又没有少赚钱。若是我的方案是让客人在二个其中选
建议客人直接去买库存货$4.72就好了，大家省下时间去做别的生意。当然很有可能的，客人此时才会说出真正的原因是什么?
可以差异功能取胜吗?本案可以取好货，往美国没有库存货的式样以及往价高方向去走吗?
可以接受便宜材质的变化吗?利润不变，往低品质走吗?因为变化是我们的优势，要这样吗?
总之目前Eric & Andy是在与低价缠閗，想要打胜有库存货的交易，往自己的弱点走。
I am so sorry I was having computer issues yesterday and could
not respond. I did receive your email and I appreciate
it.&Thank you very much for your information & the
price is very high though & $.80 each &We have a
supplier here in Canada that will do them for ½ the price at the
lowest quantity of 500 & and 1,000 a little less.
So I am sorry but I cannot do this order at these prices & also
I would need to have sample so I can confirm to my client that this
is exactly what they want.
Deb Newton
在这种情况下，可以跟客人补一下，我们的强项是custom
made，只要有变化就是我们的天下了，若客人真的能在当地找到&一模一样的东西，通常我们的竞争力就会不够。所以试着去告诉客人一些变化球的可能性，万一他的客人改时，他就还会回头。
客人因换产品很客气的拒绝你了，该如何?
I am sorry to tell you that my client will not go for this
option at the moment, but i will keep your contact details should
they decide to go ahead with it in the future.
Thank you for all your support and help.
最标准的答案就是：我其它的产品也很强，可以进入介绍其它产品的模式。
Sample运费贵是最常见
本案的重点要放在客户关系上面而不是强求这一案能不能做成(以客人的利益出发)。这是你再去谈时的重点。不要去否定人家目前的看法。
1.若他能在当地买到”一样”的产品，你就不要硬想去做成，但别忘了做些教朋友事情即可。
2.重点在于如何的协助他拿到案子，你能清楚他的状况吗?
3.到底跟我们买的好处在那里?告诉他，他目前根本就不清楚。
4.Tracy此时若能出手，可以得到更好的客户印象。 (留下我们是团队的印象，安全多一层的印象)
5.留下对我们的好印象，远比强要去做此案来的重要。 (以退为进)
6.你之前的提案已被否决了，就要试着去找其它的可能性，千万一直去强辨自己的提案是好的。
所以我的回话方式，给你参考：
It's so bad that I could not help you on this project, if you
can buy THE SAME product at local.(承认客人观点，不要去辩，暗示不同质量是不同的价钱)
Normally our advantages are providing client variety, new
fashion and new style products which can help client to increase
the competitions.(说明及提高我们的价值) I hope can do that for you in the
future.(拉到其它的合作机会)
I have many experiences on “Cute”, “Wonderful”, “My client love
it.” while some other clients got my samples ever. It's really an
advantages of our services.
(暗示他:你不做，但别人都做了，可能会拿不到案子噢!但不能有任何一点威胁的语气)
If you need some cute products, please let me know. I can send
you some photos or try our web site at
xxxx.(用试一下本案还有没有机会，再试一下网站可不可以改变客人的想法，改一下其它的东西)
Hope ……..
Nick Chen 提到:
hello David
我已经收到,我现在在考虑给她寄样品.但是我还是觉得对方在运费上面如果谈不拢的话最后估计还会有问题.我今晚给他电话.
—& Original Message —&
From: David
To: Nick Chen
Sent: Thursday, December 06,
Subject: Re: Wireless Optical Mouse
人家已开始拒绝了，但回了你二次，可是你依然停在运费上面。他要的东西几乎都是从中国运过去，所以运费本身不是问题的，而是出在Samle的运费上面，让人家觉得想看一下样品的成本很高。你并没有解决客人的问题，但给了你二次机会。我猜下一次他就不会理你了。
Nick Chen 提到:
Dear Cheryl
I think you have noticed the
details for shipping price,Freight Customs Inland transport cost,
so it beyond our ability to control the shipping cost.
I think the vital part is the final price, and that is the most
important thing your client concern about. What do you think about
the final price? my friend.
Your prompt reply would be highly appreciated.
Dear Nick,
We are concerned about the cost of the shipping. Not just the
sample but for the entire order. We cannot bill the client $ 1000
for shipping when there are companies here that will only charge
them shipping from Ca.
Thank you for your help, but we cannot pay these high shipping
Best Regards,
Dear Cheryl
Thank you for your mail, we have our marketing team in LA, but the
products are from China, so we have to UPS to you, and when the
samples arrived, you can pay for the UPS yourself, i have checked
with the UPS, the accurate price would be 30 USD, if you have any
agreement with your UPS, it would be cheaper. what do you think
about that? please let me know, my friend.
Best Regards
I just received and was able to open the attachments. Yes the car
is cute and we would like to show it to a different client. We do
not want to pay $ 50 for shipping.
That is too much for samples. Dont you have a warehouse here in the
We have new computers here today and I am still having trouble
opening the quotation,could you please send it within the email ??
or send it with the samples. I need pricing for
Please send the sample to me UPS R 513 V2 or FedX # 232 xxx
ps. (Pingline is offering free freight for all orders placed in
—&Original Message—&
From: 广亮
To: CKN14@
Sent: Mon, 3 Dec
Subject: quotation /promotions Nick from China
Dear Cheryl
This is Nick from xxxx, I just called you,thank you for your mail.
i have checked with our factory, this type is quite good to keep
the balance between price and quality,so it is very popular during
our business.
also, i will arrange the sample to you, can you give me your
Express No.according to the regulation in our company, our customer
should afford the delivery cost. also, is that ok that i send you
the sample at random.is that ok? because you haven't give more
detail information.
the final price is in the attachment. do you have skype or
something, we can discuss the details more directly. if you hav any
question, please let me know.
At last, i want to confirm that your final location is
INDIANAPOLIS, is that right?
looking forward to your reply.
best regards
We received the quote for # S
Is this your most popular item of this type ??
Or, do you recommend a different variety??
We will be ordering these in Jan to arrive in April to zip code #
Please quote this project out for that delivery schedule for 1000,
2500 and 5000
Also, Please send one working sample to us now for client
Show hand too early
这是在不了解客人的情况下，又太早摊牌的例子。通常客人的第一封信是处于防御状态，我们要争取最大的机会和可能性来先让对方放轻松。很可惜的是，对话中少了让客人了解我们的机会。客人可是辛苦的打一堆自己的资料，然后加入会员的噢
—& Original Message —&
I would like to RECOMMEND a retail online
Pls keep me in mind when you need wholesale service in the furture
, my pleasure to help with your any needs . Thanks !
Christmas greetings and best wishes filled with happy surprises
—& Original Message —&
From: Gary Nulty
Sent: Wednesday, December 05,
Subject: Re: about Golf Club Pen Set from &China
No thank you. Please remove me from your email.
—& Original Message —&
From: Tracy
To: Gary Nulty
Sent: Monday, December 03,
Subject: Re: about Golf Club Pen Set from China office
Unite price
as you only need 1 set, the unit price can not be reducted any more
and it is the lowest price $6/set, i can arrange to you as a sample
delivery RIGHT NOW.
if you can reach our MOQ 3000pcs, the unit price will be $2.00/set
, production days 25days . Pls kindly understanding .
also you only need 1 set, the freight looks high normally, Pls
kindly understanding .
you will only pay off unit price $6.00/set if you can accept
freight by collect .
I do really wanna work with you , If I am not able to fulfill
your needs pls just tell me, i will let my colleague to take care
of your needs .
Any way thanks for your reply to me quickly , pls contact with
us with any future project . Thanks a lot !
—& Original Message —&
From: Gary Nulty
Sent: Tuesday, December 04,
Subject: Re: about Golf Club Pen Set from China office
Not interested & too much money. Please delete me from your
Thank you.
—& Original Message —&
From: Tracy
Sent: Monday, December 03,
Subject: about Golf Club Pen Set from China office
Hello Barbara
This is Tracy.
Nice to meet you here and great to hear that you are interested
in our product .
As you request, I have photograghed a actual sample for your
reference firstly, pls see attached picture for detail. Thanks
FOB China $ 6.00/set
Freight: $ 30 by UPS
Total Amount: $36.00
Payment : you have 2 option for pay to us
a) by Credit Card
You may just enter into the paypal link for our company with :
/us/prq/id=xxxxxxxxxx
b) by T/T pls transfer to following acct :
Bank name: Bank of American
Swift code: BOFAUS6S
Beneficiary name: -2459
Account No.:
Routing No.:
Let me know if there is any problem or question, here really
need your feedback which is very improtant for me to suply better
service. Thanks.
——- 原始邮件——-
主旨: Inquiry notification from Your Supplier
日期: Sun, 02 Dec :00 -0800
——————————————————
Inquiry Infomation
Inquiry Number: 377
Detailed Inquiry List:&
Date Inquired: Sunday 02 December, 2007
——————————————————
1 x Golf Club Pen Set (FFGolfPen) = US$15.16
——————————————————
Sub-Total: US$15.16
Total: US$15.16
争取认同的例子
Please be friendly a little bit more every day
当你时时的多为客人想一点点，就会不断的与客人拉进距离一点点，或者客人马上就会给你一些回报。美国人很自大，大部分的人也完全不了解美国以外的世界，这情况非常的像中国清朝的乾隆年代。
在以下的这个例子里面，货物寄到美国是可能会遇到假期，有些业务员会不管情况如何，就直接的把货寄出去了。可能因此货就会丢在美国海关或者快递公司的仓库里面。到时候万一客人要有什么变化要求时，货也一定拉不出来。
Please be friendly a little bit more every day.
主动的多为客人多想一些事情。
Hi&Steve :
The new year holiday is 1/1 ~ 1/3 here, we plan 1/4 (first work
day of 2010) shipping out your bam bam sticks, you will get these
at 1/7~1/8 , if you would like change&this
shipping plan or you have any question,&feel free
to contact me.
That is what I was thinking. Send them out just after the
holidays and hope for the best. Thanks. Does China Direct Promos do
flags. We have a flag being manufactured for us, but the cost seem
high. I'd like to get another a quite and would consider changing
manufacturers. One note however, we usually only by the
flags&100 at a time. We could do more, depending
upon price, but I don't see us ever ordering more than about 250 at
这客人后来一直下了很多单子给Eric
危机中找到商机
这情况是:货做好了，我先照相过去给客人看看。
Please take a look about the bags. Their quality are all pass.
Will clean them today. I will send it out tomorrow and give you
tracking number tomorrow or after tomorrow.
结果二个产品中小的那一个产品是会错意而做错了。
I just received the pictures you sent me and the larger bag
looks great! &However, I am very confused with the
smaller bag. &The picture below is what I was
requesting to replicate, that I sent you on October 19.
&The picture of the bag you sent me looks nothing
like this. &Please do not send me the smaller
bags, as I do not accept them. &If you need me to
send you the smaller bag pictured below that I am trying to
replicate, let me know and I will mail it to you.
Also, in your email on December 9th when we confirmed the order
you promised me a 20 day lead and deliver time.
&It is now the 27th, when do think I will receive
the larger bags?&
I am looking for a company to produce my bags for the next 35+
years and this process has not been working out so far.
&Please let me know what the next step is.
读信一定要读到话背后的话，不然你业务员就白做了。 Garment
Bag我做对了，没问题。客人话锋一转，提了小袋子的错误，并举证了一堆数据，说我的错。其实话背后的话(QBQ)是客人怕了，因为他早就全额付款了，他怕我像其它的人一样不敢负责任，所以先数落一堆，如果我也去举证他事先的一堆不小心与错误的话，那这一单弄完了就结束了，我可能赢了单子，输人客人心。我清楚的知道客人邮件的背后目的，以及他在考我试，想要找个可以协助他袋子生意的接班人。
35年多经验的公司，这老板不就快六十岁了，我不接他的班，难道让给我的竞争者吗?我不接受他的考验，难道让给我的竞争者吗?
你的回话方式会如何呢?看看我的"正面处理"以及得到"化啼为笑"回应。
I notice that your company has a fast forward design market
issue. I am so sorry in this busy month of factory in Dec.. Also I
am not good at your 35+ experience &on this
business. Very sorry that I can't meet the 20 days to your hand.
The bigger bags need 5 days to delivery to your hand by express. I
need to repack them tomorrow in order to have a good ship. Will
send them out immediately.
The smaller one I will re do it and re check the previous
pictures that you give me. If I have any problem I will let you
know tomorrow with a new delivery time. I need to discuss carefully
with engineer.
Very sorry.
客人由担心害怕，转为协助我去把事情做对的心情。事实上客人花很多时间去从各个角度去拍相片协助我去做对的正面态度。
I am resending you several pictures of the smaller
bag&that we need to create with the specifications
16 inches wide, 17 inches tall, and 6 inches deep.
&If you can create these bags successfully I will
be ordering many more bags so let's please do this correctly this
time. &I will be sending you 3 additional pictures
to help you create this bag. &I appreciate your
immediate attention to this and since I have already paid you for
these bags please let me know how long until I will receive these.
Before you start to make the bags please send me a picture of
what they will look like.
我绝对相信，后面我会是客人生意上的接班人伙伴。这例子告诉大家，争辩与解释是一点好像都没有，唯有正面积极的解决事情的态度才是我们要做的。&
已投稿到：
以上网友发言只代表其个人观点，不代表新浪网的观点或立场。非主流美女是不是都不是处女了_百度知道
非主流美女是不是都不是处女了
因为在网上看到很多曝骨的图片~！
让我产生这样的问号~！
提问者采纳
我看也是那样!
其他类似问题
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关键都是妆比较浓。。。而且我看过很多非主流的照片。那些非主流美女们展现她们自己认为美的一面有什么错么。很多都是只露脸的，但不能排除有些女生是很自爱的？。虽然暴露的打扮从一个方面反映了她们的性格？从几张照片能看出她们是不是处么。。。，只是想再网络上做些现实中不会做的事。。楼主不能光看表面是不网络是很虚幻的。。
应该不是，但有的还是……呵呵。准确的说，大部分不是了吧！现在的年轻人，所谓的非主流，都是新新人类居多，思想会比较开放，当然也就不会太主意贞操了。
处女跟这没关系好多貌似端庄的女大学生都不知道从多少男人床上爬下来过了这跟教养和自己修养有关系
感觉很多都不是...本人觉得,处女不会这么开放的.当然不能限死全部!但是你看看非主流都是80-90后的,现在这些年代的女孩子动不动就有很多男朋友的,那你说处女率怎么样呢?所以我觉得说她们全部不是处女,这太离谱了点.只能说只有极小数是处女咯!
不全是啊~~有的女孩喜欢那样~~~人都是一样的~~知识个性张扬了点~~~`你别看内项的女孩字心肠也狠着呢
我看不是，有的是卖身去赚钱的~~~！！不过有一两个不是··！！
大家说了这么多,也没什么意思,就是瞎猜,现在的非主流女生张的漂亮,心高气傲的,普通人他是看不上的,要是真有那么个非主流女生破处了,那一定也是碰到了有钱有势,长相潇洒的大帅哥了,这样的男孩子有多少,破处的非主流就有多少.........
如今这个社会这么开放，处女还是非处女有区别吗？处女还不是被你们那些男人搞成非处女的。
80后旳吥是处女可能性大90后旳占1/2吧楼主耶 拜托难道偠她们死顶 做尼姑啊 ?
当然是，就算有一百块处女膜也会无私的奉献出去了。
太偏激了楼主
处女怎么啦
不是处女就不是人了?
低智商问题
这要看她们自己．．．．．．
不管怎么样，这个问题很变态！！！
她们不卖身只卖艺
不是啊，不过有的可能是吧！！！但大部分是纯洁的啊··在网上只是瞎玩而已
你们.没的事做
当人不是了！拜托~~
跟你有关系么
楼上的,2手货(也许是N手货)原价卖你,要不要啊?
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