Client Says: "I'm Not Ready To Commit" - Sales Influence Podcast - SIP 606

欢迎收听销售影响力播客，我们将探讨人们购买行为背后的原因。

Welcome to the Sales Influence Podcast, where we talk about finding the why in how people buy.

我是您的主持人维克托·安东尼奥。

I'm your host, Victor Antonio.

非常高兴再次与您相聚。

Super excited to be here with you again.

感谢您的收听。

Thank you for listening.

感谢您聆听我的分享。

I appreciate your listening to me.

你有没有遇到过客户说：‘说实话，我还没准备好做决定？’

Now, you ever have a client say, You know, I'm just not ready to commit?

我还没准备好做决定。

I'm just not ready to commit.

这是一个很有趣的说法，因为接下来你该怎么做呢？

And that's an interesting statement, because where do you go from there?

我还没准备好做出承诺。

I'm not ready to commit.

你怎么说？

What do say?

那你什么时候准备好做出承诺呢？

Well, when will you be ready to commit?

这不是最好的做法。

That's not the best approach.

所以，我在这期播客中想设定一个场景，当你听到‘我还没准备好做出承诺’时，我会给你一些解决方案，帮助你推动销售进展。

So what I want to do in this podcast is I want to frame a scenario where you might hear the I'm not ready to commit, and then I am going to give you some solutions as to what you can do to move the sales forward.

准备好了吗？

You ready?

来了。

Here it comes.

客户说：我还没准备好做出承诺。

Client says, I'm not ready to commit.

这就是问题所在。

That's the problem.

现在，让我们退一步看。

Now, let's take a step back.

假设你从事住宅销售。

Let's say you're in residential sales.

你正在向他们推销泳池。

You're trying to sell them on a pool.

也许你正在销售窗户。

Maybe you're selling windows.

你正在销售门。

You're selling doors.

你正在销售景观设计。

You're selling landscaping.

你正在销售害虫防治。

You're selling pest control.

你明白我的意思了。

You get the idea.

你是在向房主推销。

You're selling to a homeowner.

在一次出色的演示之后，我们总是进入提案阶段，把价格摆上台面。

And after a great presentation, we always move into the proposal phase and get pricing on the table.

这才是优秀的销售人员该做的，对吧？

That's what great salespeople do, right?

我们已经完成了教育阶段。

We've gone through the educational phase.

我们已经了解了他们的需求。

We've understood their needs.

我们已经提出了一个不错，即使不算出色的解决方案。

We've presented a decent, if not great solution.

现在我们要进入将提案呈现在桌面上的阶段。

We now move into putting the proposal on the table.

在查看了价格后，客户说：你知道吗？

And after reviewing the pricing, the client says, You know what?

给我发一份正式的提案，给我一周左右的时间。

Send me a formal proposal and give me a week or so.

给我发一份正式的提案，发给我你们最终的方案，然后给我一周左右的时间。

Send me a formal proposal, send me your final proposal, and then give me a week or so.

当你听到这句话时，它的真正含义是什么？

And then what's the translation when you hear that?

一种可能是，他们还没有准备好购买。

Well, one is that they're not ready to buy.

这是对刚才那句话的一种解读方式。

That's one way of translating what they just said.

第二，他们还没有准备好购买，而且也不是打算从你这里购买。

Two, they're not ready to buy, but they're not ready to buy from you.

第三，他们可能会利用这些信息。

Three could be that they're going to use that information.

你给他们发了个报价。

You send them a bid.

他们会利用这些信息，可能拿去和其他供应商比价，压低价格。

They're going use that information and maybe use it to price it against other vendors to beat them down on price.

这种情况确实会发生。

This does happen.

所以当你听到这句话时，意思是他们还没准备好做决定，让我发一份正式提案。

So when you hear this, I'm not ready to make a commitment, send me a formal proposal.

我希望你做的，是继续保持在销售流程中。

What I want you to do is stay in the sales pipe.

我所说的保持在销售流程中，是什么意思？

What do I mean by stay in the sales pipe?

你见过冲浪者吗？

You ever see surfers?

他们总是说，要留在管道里，留在浪管中。

They always talk about stay in the pipe, stay in the tube.

就保持在销售的最佳状态中。

Stay right in that sweet spot of selling.

对他们来说是冲浪，对你来说就是销售。

In their case, surfing in your case, selling.

那这意味着什么？

So what does that mean?

当客户说‘发我一份正式提案，给我一周左右时间’时，你知道如果你回到办公室，会花一两个小时准备提案，然后发给他们，接下来会发生什么？

When the customer says, Send me a formal proposal and give me a week or so, you know that if you go back to your office, you're going spend an hour, maybe two hours putting a proposal together, you're going to send it to them, and what's going happen?

他们一两天后就会失联。

They're going to go dark after day or two.

对吧？

Right?

你一周后打电话给他们，他们还是失联。

You call them a week later, they're still dark.

我说的‘失联’是什么意思？

What do I mean by dark?

就是说他们根本不回你的电话。

They're just simply not returning your phone calls.

所以作为一名销售人员，你得清楚自己必须拿到明确的答复。

So you know as a salesperson that you have to get some specific answers.

你必须当场就核实这个合作机会的可行性，再决定要不要回办公室整理最终的方案。

You have to qualify that opportunity right there and then before you decide to go back to the office and put together a final proposal.

何必在一笔成不了的交易上浪费时间呢？

Why waste time on a deal that's not going to close?

为什么要在一个根本没有真心想要购买你的产品或服务的潜在客户身上浪费时间呢？

Why waste time on a prospect who really isn't serious about wanting to buy your product or your service?

所以当客户提出「给我发一份最终或是正式的提案吧」时，你可以这么说。

So here's what you're going to say when the client says, Send me a final or formal proposal.

你可以这样讲：先生，

You're going to say, Mr.

客户先生，我非常乐意随后为您提供正式报价，但如果您已经准备好推进合作的话，我只需要几分钟就能把这份报价整理出来。

Custerman, I'd be more than happy to follow-up with a formal quote, but it'll only take me a few minutes to write it up if you're ready to move forward.

这样听起来更好吗？

Does that sound better?

或者你觉得怎么样？

Or how does that sound?

那么，我们现在在做什么？

Now, what are we doing?

我们是在问客户：我不需要回办公室。

We're asking the customer, I don't need to go back to my office.

让我现在就帮你写一份。

Let me go ahead and write one up right now.

花几分钟就能准备好一份正式报价。

It will only take a couple of minutes to put together a formal proposal.

你觉得这样怎么样？

Does that sound good to you?

你觉得如何？

How does that sound?

现在，根据客户对这句话的反应，你就能判断出你面对的是一个真正的商机，还是一个不真诚的人。

Now, based on the customer's reaction to that statement, you'll know if you're dealing with a real opportunity or a person who isn't being genuine.

所以，如果我说：我现在就可以把提案整理出来。

So if I say something like, I can put the proposal together right now.

把数字写下来。

Put the numbers down.

你觉得怎么样？

How does that sound to you?

如果你从这里开始说：嗯，好吧，你去弄吧，但我还是得再想想。

And if you start here and say, Well, yeah, okay, go ahead and do that, but I still need to think about it.

这时候你就知道，你面对的是一个不真诚、不直率的人。

At that point, you know that you're dealing with somebody who's being disingenuous, not being very straightforward.

你也可以这样说：先生，

You could also say something like this: Mr.

客户，如果您准备好了，我现在就可以给您一份正式报价。

Customer, I can give you a formal quote right now if you're ready to get started.

所以，我可以现在就给你一份正式报价。

So again, I can give you a formal quote right now.

如果你准备好了，我们现在就可以搞定这件事。

We can do this right here, right now, if you're ready to get started.

我明白，某些公司或你提供的某些服务可能需要你回办公室才能整理出最终方案。

Now, I understand that certain companies, certain services that you may offer is that you'll have to go back to the office and pull together a final proposal.

我理解。

I get that.

但如果你能当场完成提案，尝试推进销售是没有问题的。

But there's nothing wrong with trying to advance the sale if you can do the proposal right there and then.

所以，如果你有能力当场成交、当场完成提案，请不要、不要，我再强调一遍，不要等回办公室后再发送正式提案。

So if you have that ability where you can close the deal right there and then, where you can actually do the proposal right there and then, Do not, do not, I repeat, do not wait to go back to your office to send them a formal proposal.

那就是正式提案，就是那个数字，然后你就等着看他们的反应。

That's the formal proposal, that's the number, and then you're going to wait to see how they react.

你可能会听到这样的回应：嗯，我还没准备好做决定。

And you may get something like this: Well, I'm just not ready to commit.

我只是还没准备好做出承诺。

I'm just not ready to commit.

所以让我们假设这就是我们会听到的回应。

So let's assume that that's what we're going to hear.

我只是还没准备好做出承诺。

I'm just not ready to commit.

那么在这种情况下，你该怎么办呢？

And again, what do you do in this situation?

你知道，你说过，我们可以现在就做方案。

You know, you said, Look, we can do the proposal.

你觉得怎么样？

How does that sound?

我们可以现在就完成。

We can do it right here.

这样对你来说可行吗？

How does that work for you?

好吧，这很好，维克多，但我真的还没准备好做决定。

Well, okay, that's great, Victor, but I'm just not ready to commit.

到了这个时候，你必须再次跟进，以确认这个机会是否成立。

And at this point, you have to kind of go in again to qualify the opportunity.

你会这样说。

You'll say something like this.

我给你两种应对方式。

I'm going give you two ways to deal with this.

当客户说‘我还没准备好做决定’时，这是第一种方案。

When the customer says, I'm not ready to commit, here's option number one.

当有人对你说‘我还没准备好做决定’时，你就会这样说。

When someone says to you the following, I'm not ready to commit, this is what you're going to say.

先生。

Mr.

客户，当有人告诉我他们还没准备好做决定时，通常意味着他们对产品还不确定，或者觉得信息还不够充分，无法做出明智的决策。

Customer, when someone tells me they're not ready to commit, it usually means that they're not sure about the product or you're still not comfortable with the level of information you have to make an informed decision.

我能问一下是哪一个吗？

May I ask which one is it?

是产品的问题，还是你信息不够？

Is it the product or you don't have enough information?

到底是哪一个？

Which one is it?

因为说实话，只有这两种可能，对吧？

Because really, those are the only two options, right?

当你在考虑购买一个产品或服务时，要么是你不了解产品，要么是你掌握的信息不足，无法做出购买决定。

When you're looking at buying a product or a service, it's either you don't understand the product or you don't understand enough information or have enough information to make a buying decision.

所以让我再重复一遍这句话。

So let me repeat that statement again.

先生

Mr.

客户，当有人告诉我他们还不准备承诺时，通常意味着他们对产品不确定，或者对做出明智决策所需的信息还不够放心。

Customer, when someone tells me they're not ready to commit, it usually means that they're not sure about the product or you're still not comfortable with the level of information you have to make an informed decision.

我可以问一下是哪一个吗？

May I ask which one is it?

现在，看看这有多礼貌吗？

Now, see how polite that is?

我正在对客户进行什么样的心理引导？

And what am I doing mentally to the customer?

我正在引导他们。

I'm funneling them.

我正在告诉自己，我给了他们两个选择。

I'm telling me I'm giving them two options here.

是产品的问题，还是信息的问题？

Is it product or is it information?

是哪一个？

Which one is it?

第二个选择：如果你不喜欢刚才的说法，试试这个：先生

Option number two: If you don't like that statement, try this one: Mr.

客户，当有人告诉我他们还没准备好做出承诺时，通常意味着他们对产品还不确定，或者还有一些未解决的问题或顾虑，我能问一下是哪一种吗？

Customer, when someone tells me they're not ready to commit, it usually means that they're not sure about the product or you still have some lingering questions or concerns, May I ask which one is it?

我希望你能放慢一点。

And I want you to slow down.

我能问一下是哪一种吗？

May I ask which one is it?

而且，如果你能放慢语速，降低音调，带着真诚的好奇心来提问的话。

And again, if you can slow down your velocity, how fast you speak, drop your tone, and ask with a sincere curiosity.

例如，先生。

For example, Mr.

客户，当有人告诉我他们还没准备好做出承诺时，通常意味着他们对产品还不确定，或者还有一些未解决的问题或顾虑。

Customer, when someone tells me they're not ready to commit, it usually means that they're not sure about the product or you still have some lingering questions about or concerns.

是哪一种呢？

Which one is it?

因为我是来帮助你的。

Because I'm here to help.

你看我刚才是怎么做的吗？

See how I did that?

所以你有两个选择。

So you have two options.

而且再次强调，你要关注客户的回应。

And again, what you're looking for is the customer's response.

他们的回应会告诉你他们有多想从你这里购买。

How they respond will tell you how sincere they are about buying from you.

这能让你判断是否值得去准备一份报价，换句话说，就是是否值得制作一份正式报价再回去。

This will tell you if it's worth going out and doing a quote in other words, creating a formal quote to come back.

所以如果客户的反应是：‘我明白这个产品了，维克多。’

So if the reaction is, Well, I understand the product, Victor.

我了解这个产品了，但还是有些问题没搞清楚。

I got the product, but you know, there's still some questions over here.

那太好了。

Well, great.

现在我们可以与客户、潜在客户进行真正的对话，探讨这些顾虑是什么。

Now we can have in terms of interaction with the customer, with the prospect now you could have a real conversation about what those concerns are.

当你看这两个选项时，我更喜欢第二个选项。

When you look at the two options, I like option two better.

让我再重复一下这两个选项。

Let me repeat both options.

第一个选项是，当有人告诉我他们还没准备好做出承诺时，通常意味着他们对产品还不确定，或者你对自己掌握的信息还不够充分，无法做出明智的决定。

Option one, when someone tells me they're not ready to commit, it usually means they're not sure about the product or you still are not comfortable with the level of information you have to make an informed decision.

我可以问一下，是哪种情况吗？

May I ask which one is it?

那是第一种情况。

That was number one.

第二种情况是，当有人告诉我，客户先生，他们还没准备好做出承诺时，通常意味着他们对产品还不确定，或者你还有一些未解决的问题或顾虑。

Number two, when someone tells me, Mr.

第二种情况是，当有人告诉我，客户先生，他们还没准备好做出承诺时，通常意味着他们对产品还不确定，或者你还有一些未解决的问题或顾虑。

Customer, they're not ready to commit, it usually means they're not sure about the product or you still have some lingering questions or concerns.

我能问一下是哪一个吗？

May I ask which one is it?

再重复一遍，放慢语速，认真提出这个问题。

And again, slow down, really ask the question.

但要记住，你的目标是重新吸引客户。

But keep in mind that what you're looking for is to reengage the customer.

因为如果客户说，我还没准备好承诺，你知道你该说什么吗？

Because if the customer says, I'm not ready to commit, you know, what are you going to say?

为什么？

Why?

你为什么还没准备好承诺？

Why aren't you ready to commit?

他们自己也不清楚。

They won't know.

但一旦我提出只有这两个选项——是产品的问题，还是你信息不足？

But as soon as I present the only two options, is it the product or don't you have enough information?

现在，这假设我所提供的产品在他们的预算范围内。

Now, this is assuming that whatever I'm offering is within their price range.

但他们可能会说，是因为产品问题，或者信息不够。

But they're going to say it's the product or they don't have enough information.

那么，我们来谈谈你缺少哪些信息，先生。

Well, let's talk about what information you don't have, Mr.

客户。

Customer.

或者如果不是合适的产品，我们就谈谈你所寻找的产品需要哪些功能。

Or if it's not the right product, let's talk about what features need to be in the product you're looking for.

不管他们选择哪一种，至少你现在重新开启了对话，而不是仅仅困惑于当别人说‘我还没准备好承诺’时该说什么。

Whatever it may be, whichever they choose, at least now you're reengaging them in a conversation as opposed to just being confused as to what do you say when somebody says, I'm not ready to commit?

现在你有了一个选择。

Now you have an option.

当他们说‘我还没准备好承诺’时，你要做的就是判断：是产品问题，还是你掌握的信息不足以做出明智的决定？

What you're going to do when they say, I'm not ready to commit, is it the product or is it the level of information you have to make an informed decision?

而且，我希望你们能进一步打磨这段话，让它说出来时听起来自然流畅。

And again, what I want you to do is really kind of refine this so it sounds natural when it comes out of your mouth.

每次我给你们听我的话术时，我都说过，要把它们变成你自己的话、你自己的语言，这样才显得自然。

Every time you hear my scripts I've said this in the past put it in your words, in your language, so it comes out naturally.

但如果你不把他们引导到产品或信息这个方向上，他们就只会退缩，不回答问题，让问题悬在空中。

But again, if you don't funnel them into product or information, they're simply just going to back off and not answer the question and just leave it lingering or hanging in the air.

而这正是你最不希望发生的情况。

And that is the worst thing you want.

你不想回去琢磨：这个客户到底是不是认真的？

You don't want go back wondering, is this client serious or not?

无论如何，要记住，稍微推动一下客户，让他们提供更多信息，并没有什么不对。

Anyway, keep in mind, there's nothing wrong with pushing the customer a little bit to give you more information.

是产品的问题，还是信息不足的问题，客户先生？

Is it the product, or is it more information, mister customer?

以上就是《销售影响力》播客的全部内容。

And that is it for the Sales Influence Podcast.

别忘了在 iTunes、Stitcher 或 YouTube 上给我留下一些反馈。

Don't forget to leave me some feedback on iTunes, Stitcher, or YouTube.

告诉我你的想法。

Let me know what you think.

一如既往，我将非常感激。

As always, I would greatly appreciate it.

还有，我的在线销售培训平台——销售速度学院。

Also, out my online sales training platform, the Sales Velocity Academy.

我们有40门课程，400个视频。

Again, we got 40 courses, 400 videos.

这个资源库还在不断增长。

This library is growing.

我们定价很低，任何人都能使用这个平台。

We priced it so anybody can get on the platform.

如需更多信息，请访问 www.salesvelocityacademy.com，如果你真的想提升销售速度的话。

For more information, go to www.salesvelocityacademy.com if you're serious about increasing your sales velocity.

最后，我想感谢你们。

Lastly, I wanna thank you.

我是维克托·安东尼奥，始终提醒你们：只要懂方法，销售并不难。

This is Victor Antonio always reminding you, selling ain't hard when you know how.

保重。

Take care.

嗨。

Hi.

我是维克托·安东尼奥。

I'm Victor Antonio.

我是一名作者、销售培训师和主题演讲者。

I'm an author, sales trainer, and keynote speaker.

我经常被问到，什么造就了一位优秀的演讲者？

I'm often asked what makes a great speaker?

是那种能提供观众真正能用得上的内容的人吗？

Is it someone who delivers real content that the audience can use?

是那种能让观众参与其中，让他们融入学习体验的人吗？

Is someone who engages the audience so they're part of the learning experience?

还是那种能够激励观众，推动他们突破舒适区、发现新能力的人？

Or is it someone who can motivate an audience to push them beyond their comfort zone and discover new abilities?

答案是两者都是。

The answer is yes.

但最重要的是要记住，我并不是为了让自己看起来出色。

But the most important thing to remember is that I'm not there to look good.

我是为了让我客户显得出色。

I'm there to make my client look good.

简单来说，这从来不是关于我，而是始终关于他们。

Simply put, it's never about me and it's always about them.