Be patient with picky customers

作者：admin  点击次数：21  发布时间：2025-03-22

Psychologists analyze: Only those customers who have objections to the product have really considered buying it. If the customer does not intend to buy it, he generally will not comment on your product, because this can reduce unnecessary trouble. Therefore, being picky is the premise for customers to buy products. As a salesperson, when you meet those picky customers, you must maintain enough patience and understand the other factors behind the customer's pickyness. You must never be annoyed with customers, let alone complain or blame customers for being picky.

"Only those who dislike the goods are the buyers" is a Taiwanese slang, which means that those who dislike the goods are the real experts and are the ones who are willing to buy our products.

The reason why customers "dislike" your goods is that they are interested in our products, right? Only when customers are interested will they think seriously, and thinking will inevitably raise more objections. Therefore, if a customer begins to object to our goods, it means that he has already moved the idea of ​​buying in his heart. If a customer is not picky about our products at all, then this customer is likely to have no desire to buy.

For example, if we sell a luxury car to a working-class family, we can talk about energy conservation and environmental protection, and the customer will not have any objection to you, because he can't afford your luxury car with his salary. But if we sell him a pair of leather shoes, he may say to us: "This leather shoe is a bit old, and the leather is not very good..." In fact, the customer is already a little tempted at this time, and his words have inadvertently told the salesperson "I am very interested in buying a pair." Even if he doesn't buy it now, he is likely to buy it in the future.

Tom Hopkins, a famous American salesman, compares customer objections to gold: "Once he encounters objections, a successful salesperson will realize that he has reached the gold mine; when he starts to hear different opinions, he is digging for gold; only when he does not get any different opinions will he really worry, because people without objections generally do not seriously consider buying."

Therefore, when encountering picky customers, sales staff cannot easily deny the customer's desire to buy. On the contrary, we must understand the customer's psychology of disliking the goods, welcome objections, have confidence in our goods, and sincerely explain the advantages of the products to the customer. We are not afraid of people's dislike or comparison, and we look for sales opportunities in the customer's objections to complete the transaction.

Mr. Liu once encountered such a difficult customer. "Your fruit is not very good. Is it also three yuan per catty?" The customer took a piece of fruit and looked at it carefully.

"Haha, don't worry, my fruit can't be said to be the best in this area, but it is definitely not bad. You can compare it with other stores." Mr. Liu smiled and said slowly. The customer said, "It's too expensive, will you sell it for two yuan?"

Mr. Liu still smiled and replied, "If I sell it to you for two yuan per catty, it will be difficult to explain to the person who just bought my fruit, right? Besides, it's this price, it can't be lower."

No matter what the customer's attitude is, Mr. Liu always keeps smiling. Although this customer yelled that it was too expensive, he finally bought it for three yuan per catty.

"Only those who dislike the goods are the buyers." Mr. Liu said with emotion.

From Mr. Liu's fruit selling process, we can see that "only those who dislike the goods are the buyers", and only those who dislike the quality of the goods are the customers who really want to buy our products. Mr. Liu can do not care about the customer's criticism of his fruit at all, not get angry at all, and always serve customers with a smile. This not only shows that Mr. Liu is well-educated, but more importantly, he has a deep insight into the customer's psychology.

At any stage of sales, customers may raise objections to any aspect of our products. Sales staff should always be prepared for this, and should not underestimate the customer's objections, let alone hold grudges. In fact, the sales process is the process of constantly resolving customer objections until a deal is reached. People who do not like our products are often just spectators who are just passing through. They will not waste their energy on you. Therefore, salespeople should be like Mr. Liu and see through the psychology of customers who dislike products.

The famous sales master Joe Girard once said: "It is not terrible for customers to reject you. What is terrible is that customers do not comment on you or your products and just leave you alone. So I always welcome potential customers to frequently make things difficult for me."

If a customer is picky about a product, it means that the customer wants the product to be what he wants it to be. It is also possible that the product basically meets his requirements, but there are some shortcomings. Especially for those customers who are not very satisfied with the product but are not in a hurry to leave, their chances of buying will be very high. At this time, the salesperson should judge the real reason for the customer's pickyness and take rescue measures in time to nip the customer's pickyness in the bud and guide the customer to quickly move to the product transaction preparation stage.

(1) Analyze the type of customer pickyness

Existence is reasonable, and customers must have their reasons for being picky. As a salesperson, even if the reasons for the customer's pickyness are subtle and difficult to detect, we must do our best to analyze the customer's picky type. Only by clarifying this point can we proceed to the next step of sales work. Generally speaking, there are two types of customer pickyness:

Customers have a picky personality. There is a type of customer who is picky by nature. When facing products, they always pursue perfection and hope that the products are the same as their ideals. Even if the performance of the product is already excellent, they can find faults. They are nitpicking and like to argue with the salesperson, sing the opposite tune, argue, and be competitive. They always think that the salesperson introduces the advantages of the product and will definitely cover up the shortcomings and deficiencies of the product.

Picky is to reduce prices. Some customers obviously love the product, but in order to lower the price, they are picky about the product. They generally raise many objections to the quality, quality, appearance, color, etc. of the product. At this time, the customer's pickyness is just an excuse. They don't really care about the problems they pick out. Behind it is the real objection-price objection.

(2) How to deal with customers’ pickyness

After analyzing the type of customers’ pickyness, salespeople should take corresponding measures to resolve customers’ objections.

When dealing with picky customers, salespeople should know that this is entirely due to the customer’s personality. Salespeople should not be annoyed, repel or even reject customers. Instead, they should listen to customers’ opinions with an open mind and guide the conversation calmly from the customer’s perspective.

Salespeople should respond with a smile. Smiling is the best way to ease awkwardness. If customers are really picky about problems with the product, salespeople should give proper answers. If customers are nitpicking, you might as well avoid it with a smile. With a smile, everyone knows what is going on.

When dealing with customers who want to get a price reduction by being picky, salespeople should not immediately reduce the price to please customers. This will make customers think that there are indeed problems with the product. In this case, salespeople may change the subject and shift the customer’s attention to the value of the product. If customers agree with the product, they will no longer ask for a price reduction.

If customers still have objections to the price and are still picky, salespeople can appropriately fight for some preferential conditions for customers, use benefits to attract customers, and promote transactions with customers.