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Sales Part 3: Handling Difficult Leads

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IN THIS LESSON
ID: 2071 Upper Intermediate
In this lesson, students ask Teacher Chen about how to handle some difficult questions they've encountered when trying to determine qualified leads. Tune in to hear her advice!
Jenny,John
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Detailed Vocabulary
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SIMPLIFIED PINYIN ENGLISH  
勉强 miǎnqiǎng reluctantly
把握 bǎwò to grasp; certainty
瓶颈 píngjǐng bottleneck
犹豫 yóuyù to hesitate
陈老师啊我这边有一个问题就是我做销售有一段时间了然后对于就是确定可能说潜在的客户这样子我现在还勉强能够把握但是我现在遇到的最大的瓶颈就是说一般来说我确定了客户他有这个购买能力而且有这个需求但是他们可能在一些比如说还在很犹豫但是就是很难套出来他们到底在犹豫什么有些人可能是因为价格呀什么的有没有什么办法可以就是说在最短的时间内就是把这个案子给关掉这样子
Chén 陈lǎoshī 老师a 啊wǒ 我zhèbiān 这边yǒu 有yī 一gè 个wèntí 问题jiùshì 就是wǒ 我zuò 做xiāoshòu 销售yǒu 有yī 一duàn 段shíjiān 时间le 了ránhòu 然后duìyú 对于jiùshì 就是quèdìng 确定kěnéng 可能shuō 说qiánzài 潜在de 的kèhù 客户zhèyàngzi 这样子wǒ 我xiànzài 现在hái 还miǎnqiǎng 勉强nénggòu 能够bǎwò 把握dànshì 但是wǒ 我xiànzài 现在yùdào 遇到de 的zuìdà 最大de 的píngjǐng 瓶颈jiùshìshuō 就是说yībānláishuō 一般来说wǒ 我quèdìng 确定le 了kèhù 客户tā 他yǒu 有zhè ge 这个gòumǎinénglì 购买能力érqiě 而且yǒu 有zhè ge 这个xūqiú 需求dànshì 但是tāmen 他们kěnéng 可能zài 在yīxiē 一些bǐrú shuō 比如说háizài 还在hěn 很yóuyù 犹豫dànshì 但是jiùshì 就是hěn 很nán 难tàochūlai 套出来tāmen 他们dàodǐ 到底zài 在yóuyù 犹豫shénme 什么yǒuxiērén 有些人kěnéng 可能shì 是yīnwèi 因为jiàgé 价格ya 呀shénme de 什么的yǒuméiyǒu 有没有shénme 什么bànfǎ 办法kěyǐ 可以jiùshìshuō 就是说zài 在zuìduǎn 最短de 的shíjiān 时间nèi 内jiùshì 就是bǎ 把zhè ge 这个ànzi 案子gěi 给guāndiào 关掉zhèyàngzi 这样子
Teacher Chen, I have a question. It's just that I've been a salesperson for a while, and about being sure, being able to say what a potential customer is like, now I can handle that with a bit of effort. However, the biggest problem that I've encountered is this: usually I'd say that I can judge a customer - he has purchasing power and he has the need, but they could... for example... they're still hesitant, but it's really hard to tell what they are hesitant about. For some people it could be because of price or something. Do you have any way to be able to tell in the shortest amount of time... to resolve this kind of situation?
其实这个问题是牵涉到我们下一节课要谈的内容就是有关于如何把需求转化为你的销售订单也就是一个说服的过程这个里边又会有很多的技巧当然我现在可能不方便谈因为这个谈的话可能又是一节课了
qíshí 其实zhè ge 这个wèntí 问题shì 是qiānshèdào 牵涉到wǒmen 我们xiàyī 下一jié 节kè 课yào 要tán 谈de 的nèiróng 内容jiùshì 就是yǒu 有guānyú 关于rúhé 如何bǎ 把xūqiú 需求zhuǎnhuà 转化wéi 为nǐ de 你的xiāoshòu 销售dìngdān 订单yějiùshì 也就是yī 一gè 个shuōfú 说服de 的guòchéng 过程zhè ge 这个lǐbiān 里边yòu 又huì 会yǒu 有hěn 很duō 多de 的jìqiǎo 技巧dāngrán 当然wǒ 我xiànzài 现在kěnéng 可能bùfāngbiàn 不方便tán 谈yīnwèi 因为zhè ge 这个tán 谈dehuà 的话kěnéng 可能yòu 又shì 是yī 一jié 节kè 课le 了
The truth is that this question involves what we're going to talk about next class which is about how to turn a need into a sales order. It's also a process of persuasion. There's a lot of skill involved in this. Of course, now isn't a good time to talk about this, since talking about this is a class in itself.
但是我觉得有一点还是可以重申的就是你要学会倾听你要学会用一些开放式的问题问清楚判断客户到底有什么问题还有一件事情我觉得也许我提醒你的可以是说你在第一步的时候也就是在确认需求的时候是不是真的完完全全确认了他的需求
dànshì 但是wǒ 我juéde 觉得yǒu 有yī diǎn 一点háishì 还是kěyǐ 可以chóngshēn 重申de 的jiùshì 就是nǐ 你yào 要xuéhuì 学会qīngtīng 倾听nǐ 你yào 要xuéhuì 学会yòng 用yīxiē 一些kāifàngshì 开放式de 的wèntí 问题wèn 问qīngchǔ 清楚pànduàn 判断kèhù 客户dàodǐ 到底yǒu 有shénme 什么wèntí 问题háiyǒu 还有yī jiàn 一件shìqíng 事情wǒ 我juéde 觉得yěxǔ 也许wǒ 我tíxǐng 提醒nǐ 你de 的kěyǐ 可以shì 是shuō 说nǐ 你zài 在dìyībù 第一步de shíhou 的时候yějiùshì 也就是zài 在quèrèn 确认xūqiú 需求de shíhou 的时候shìbushì 是不是zhēnde 真的wánwánquánquán 完完全全quèrèn 确认le 了tā de 他的xūqiú 需求
However, I think there's something I should reiterate. You need to master listening attentively. You need to master using open-ended questions to question clearly, to determine exactly what a customer's problem is. And there's something else, I think perhaps I should remind you of, and that's when you're at the first step, when you've confirmed a need, whether or not you've completely confirmed his need.
因为在这种情况基本上是两种可能性一种可能性就是说他可能对你提供给他的那个解决方案还不是特别满意第二种可能性也许是价格上的可能性那么如果你在第一步也就是我们说的确认需求qualified leads这一步如果做得很好的情况下那么后面这一步就会越来越省力所以我说对于销售来说第一步是非常重要的也就是说你判断需求判断他的购买力我感觉就是说如果是碰到这种情况可能还是在这两点上面有问题
yīnwèi 因为zài 在zhèzhǒng 这种qíngkuàng 情况jīběn shang 基本上shì 是liǎng 两zhǒng 种kěnéngxìng 可能性yīzhǒng 一种kěnéngxìng 可能性jiùshìshuō 就是说tā 他kěnéng 可能duì 对nǐ 你tígōng 提供gěi 给tā de 他的nàge 那个jiějué 解决fāng‘àn 方案háibùshì 还不是tèbié 特别mǎnyì 满意dì èr zhǒng 第二种kěnéngxìng 可能性yěxǔ 也许shì 是jiàgé 价格shàng 上de 的kěnéngxìng 可能性nàme 那么rúguǒ 如果nǐ 你zài 在dìyībù 第一步yějiùshì 也就是wǒmen 我们shuōde 说的quèrèn 确认xūqiú 需求qualified leads qualified leadszhè 这yībù 一步rúguǒ 如果zuò 做de 得hěn 很hǎo 好de 的qíngkuàng 情况xià 下nàme 那么hòumian 后面zhè 这yībù 一步jiù 就huì 会yuèláiyuè 越来越shěnglì 省力suǒyǐ 所以wǒ 我shuō 说duìyú 对于xiāoshòu 销售láishuō 来说dìyībù 第一步shì 是fēicháng 非常zhòngyào 重要de 的yějiùshìshuō 也就是说nǐ 你pànduàn 判断xūqiú 需求pànduàn 判断tā de 他的gòumǎilì 购买力wǒ 我gǎnjué 感觉jiùshìshuō 就是说rúguǒ 如果shì 是pèngdào 碰到zhèzhǒng 这种qíngkuàng 情况kěnéng 可能háishì 还是zài 在zhè 这liǎng diǎn 两点shàngmian 上面yǒu 有wèntí 问题
Because in this situation there are basically two possibilities. One possibility is that he is not particularly satisfied with the solutions you've been providing him. The second possibility might be due to price. So if you're at the first step, and you've determined needs like we've said - this step, Qualified Leads - if you're doing this well in this situation, then in later steps you'll be able to save yourself more and more effort. So I've said concerning sales, the first step is very important, and that's that you determine needs and determine a customer's purchasing power. I think if you run into this sort of situation, it's likely that the question concerns these two things.
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