Менеджеры и менеджмент (Executives and Management) - 72 стр.

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246
Man: Oh ... erm ... what about objections? I always find that the hardest thing to deal with, when a client
starts giving you reasons why he doesn't need to buy your product. Um...how do you deal with ... er ... objec-
tions?
Workshop leader: Well, objections suggest an interest in the product. The client may be...may be looking
for arguments to use to justify to his superiors or his colleagues, for buying your product. And if you can an-
swer these objections, you're well on the way to making a sale. But the important thing is to prepare answers to
all foreseeable objections.
Man: Right, yeah.
Workshop leader: And give your prepared answer or if you don't have an answer, tell the client about a ...
a further benefit. I think the important thing is not to spend too long trying to answer an objection. It gives it too
much importance. And, remember, don't argue with the client. And finally, you get to stage three: the Closing
Stage -recognizing that your client wants to buy and is on the point of confirming that order. Now, this is the
hardest part, because it depends on timing. You have to judge when your client is ready to place that order.
Then you can thank him for the order and go on to your next appointment. Now there's one more thing. Once
you have a promise of the order, if it's a new client, do remember to check their financial status. And sometimes
even if it's an old client, don't start work until you have a written confirmation of the order. That's very impor-
tant ... .
T a s k 21. Fill the gaps in this summary of the talk.
1. The ....... Stage:
usually a phone call. You have to talk to ... in person – not his/her ... .
Identify yourself and arrange an ... .
2. The ........ Stage:
a) prepare and ........ with a ........ or ........
b) dress suitably for the ........
c) behave in a ........ , confident but ........ manner.
d) don't spend too long on ........
e) show that you're a ........ , ........ person.
f) mention ........ firms who use your product.
g) tell the client about the ........ of your product.
h) encourage your client to talk by ........ and only talk ........ the time yourself.
3. The ........ Stage:
recognizing exactly when your client is ready to ........ the order.
This depends on ........
Finally, ........ your client for the order and leave.
T a s k 22. Write the missing words in these sentences in the spaces in the puzzle:
goodwill, trend, sample, publicity, boost, volume, worldwide, competitor, monopoly.
1. We'll send you a ... of our product.
2. How can we ... sales without taking on more sales staff?

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