HOA GIAI CAC PHAN OI

CUA KHACH HANG

Hoa giai cac phan oi cua

Khach hang
MUC CH
Luyen cac ky nang e vt qua cac phan oi
AP DUNG
Bat ky luc nao trong qua trnh giao tiep vi
khach hang
KET QUA
Cac phan oi la s dan dat cho en viec
ban hang
T tin khi phai oi mat vi cac phan oi tieu cc

1.

Tai sao khach hang phan

oi ?

2.

Lam sao vt qua cac phan

oi ?

3.

Cach giai quyet cac phan

oi thng xay ra nhat ?

Tai sao khach hang lai phan oi ?

San pham

Moi ngi cha biet

en

san pham nay, rat kho ban

Khong gian

Khong. Cho nay danh e e

cai ban

Thi gian

Toi khong con thi gian

e lam nh cac yeu cau cua ban

Tai sao khach hang lai phan oi ?

Tai chnh

Toi thch chng trnh

khuyen

mai cua cac anh, nhng toi

khong the mua nhieu en the.

Cong sc

Trng bay ay a? Toi con

khong

u sc lam bao nhieu viec khac

can lam na la

Phan oi la tn hieu e ban

hang

The hien ung tien trnh cua viec mua-ban hang

Tao c hoi e hieu ro nhu cau cua khach hang

La tn hieu cua phan ng co the mua hang

Tao cho ban mot c hoi i en thoa thuan oi ben

Mot s nghch ly nhng co ly:

Ban hang ch thc s bat au khi
khach hang co dau hieu phan
oi !

Cac bc hoa giai cac phan

oi cua Khach hang
THAM DO
at cau hoi e biet Khach hang ang
mong muon ieu g ?
LAM RO VA TH KET THUC THAM
DO
ong y vi cai ma ta phai ong y !
VT QUA CAC PHAN OI
Dung cac s kien va li ch e vt qua
cac phan oi sau o hoan tat ban hang

Cac bc giai quyet cac

phan oi
THAM DO

LAM RO VA
TH KET THUC THAM DO

VT QUA
PHAN OI

V du ve ky thuat hoa giai

cac phan oi cua Khach
hang

KH : Toi a co X roi, khong can loai khac

NV :Sao anh/ch lai ngh vay?

KH : Vi toi th nao cung nh nhau ca thoi. Khach

hang se mua cai ma toi mi ho. Nhieu nhan hieu
ch to lam ton thi gian, cong sc ma li nhuan
cung chang hn g.
NV :Vay, Anh/ch cho la them nhan hieu mi ch lam
them viec ch chang them li nhuan, phai khong
nao ?
KH : ung the.
NV : Neu toi cam oan rang anh/ch se kiem c nhieu
li nhuan hn neu them nhan hieu mi th anh/ch se
nhan mua hang cua chung toi ch ?
KH :Lam g co chuyen?

V du ve ky thuat hoa giai

cac phan oi cua Khach
hang
NV : Nay nhe, ong ba mnh thng noi: Chn ngui
mi y , anh/ch a! Theo so lieu ieu tra th trng
th khoang mot na so khach hang cua anh/cho
khoang 120 ngi moi tuan co the goi mua san
pham X cua chung toi. Neu anh/ch khong ap
ng cai ma ho muon th ho co the se i tm mua
cho khac va ieu o cung tc la ho thay khong
hai long khi hoi mua san pham cho anh/ch: Hoi
cai g cung khong co!
Hau qua la trc mat, anh/ch mat 5 bo hoac chnh
xac hn la 70.000 ong tien li moi tuan. Anh/ch
co thay rang mnh nen lay them hang e ban
khong nao ?
KH:.

Bc 1 : THAM DO e hieu xem

khach hang muon ieu g ?
LANG NGHE ng ngat
li v ban ang s
dung oi tai!

Tham do phan oi bang cac

cau hoi:

NGH e phan tch xem

khach hang ang thc
s muon g ?

HOI e tm ra s that
QUAN SAT phan ng
cua khach hang e
oi chieu lai vi
nhng g tai nghe, mat
thay

Tai sao anh/ch lai cho la nh

vay?
Neu co the, hay cho toi
biet them..

ieu o that hap dan ch

co the giai

thch ro hn chut na
khong?
Toi cha hieu het y ve
ieu anh/ch

va noi la g ?

Bc 1 : THAM DO e hieu xem

khach hang muon ieu g ?
KH : Hang cua Coke la u. Toi khong
can hang khac.
NV : Sao anh lai cho la nh vay ?
KH : Anh thay ay, toi ang khong u
cho va
lai toi cung khong chac la toi se
ban
c nhieu hn .
NV : Co phai cho e va ngai khongban
c
hang la nhng ieu duy nhat anh
ban
khoan ?

Tham do e
buoc khach
hang noi
Ket thuc
tham do

KH : Hn na Coke phuc vu toi kha tot.

NV :Vay cai nao la quan trong nhat oi
vi
anh?
KH : Chac la cho e.

Xac nh th
t u tien

Thc tap tham do

Toi quen mua hang t iem ban s gan ay t hoi nao ti gi!

Gia cuoi cung ma anh/ch thng c hng la bao nhieu?

Anh/ch co c giao hang tan ni ko? Hay co c oi tra sp ko?...(ve
van e dvu KH)
Tham do ve cac khieu nai ma KH co the gap ve CL sp?
Cac ho tr ve KM, Quang ba,nh the nao?

Hang cua anh gia at. Toi ban hang noi li hn !

Anh/ch thay mau ma/cl/hong vi6,.. hang noi ntn?

Mc li ntn khi anh/ch ban sp gia thap?
Cac loai dch vu KH, quyen li ma anh/ch c hng ntn?
Khi KH oi hoi mua hang cao cap hn/hang ngoai th anh/ch ..?
Theo anh/ch gia cao co ong ngha vi CL cao ko?

Toi khong mua au v hang lon ban cham lam .

Theo anh/ch sp ong chai co tien ch/an toan ko?

Theo anh/ch loai chai co phuc vu cho tat ca cac KH?
Co KH hoi mua lon th anh/ch..
Anh/ch co biet thi gian ton hang cua sp loai chai la ngan hay
dai?
Anh/ch quan ly vo chai co met ko?

Bc 2 : LAM RO VA TH
KET THUC
NV : Anh ban khoan ve cho

e hang ? Thc ra hieu qua

cua viec s dung dien tch
mat bang mi quan trong,
ung khong?

LAM RO
1. Xac nh th t
u tien

KH: Ca hai
NV :Vay th cai chnh la cho
bang cach nao co the sap
xep u cho e hang, kheo
an th no, kheo co th am ma!
va ke o la lam sao e ban
chay hang, phai khong a?

2. Noi lai theo cach

ma ban co the
giai quyet tot hn
cac phan oi.

KH : ung the
NV : Neu toi co the giup anh
ap ng c nhng ieu o
th anh se mua hang cua toi

TH KET

Bc 3 : VT QUA PHAN
OI
Dung cac so
lieu chng
minh va tac
ong manh
vao cac LI
CH e vt
qua cac phan
oi
sau o la hay
ket thuc !

NV : Trc tien, ta cung xem th

la co ban c khong ? Anh
ang co mot lng khach hang
khoang 120 ngi/ tuantng
ng vi mc li la 70.000 ong.
Va nh the, neu co them mat
hang X se tao them c hoi la
chon cho mot lng khach hang
tng ng con lai. o co phai
la ieu co the lam tang doanh
thu khong ?
KH : D nhien roi ..nhng con cho
e hang th sao ?
NV : Vang Ch can thoang nhn
qua toi cung thay co mot so
mat hang trng bay nhng ban
cham, li nhuan thap co the thu
hep bt hoac thay the. Neu anh

Vt qua phan oi: Chuan b ong

vai

Ban a hoc cac bc vt qua phan oi . Bay gi

chung ta se cung nhau luyen tap :

oc danh sach cac phan oi thng xay ra nhat

trang ke tiep .

Cung nhau chon nhng phan oi ma ban thng gap

phai tren thc te .

Moi nhom c ch nh chuan b ong gia vai ve

mot phan oi .

S dung Bang chuan b e ghi nhng g ban can noi

va can lam trong ba bc vt qua phan oi .

Tng nhom c hai thanh vien trnh bay ong gia vai
trc c toa.

Cac phan oi thng

gap

Toi a quen mua cua iem ban s gan ay.

Hang cua anh at qua . Ban hang noi li hn

Toi thch chng trnh khuyen mai cua cac anh

nhng toi khong the mua nhieu en the .

Toi khong mua v hang lon ban cham.

ay a co qua nhieu mat hang roi, neu

mua them hang
cua anh toi se khong kham noi au.

Coke cho toi nhieu o POP hn .

Cac phan oi thng gap

Coke co nhieu chng trnh khuyen mai hn.

Ngi dan biet rat t ve nhan hieu cua cac anh nen
hang rat kho ban

ai ly cap hai cho toi n .

Toi co moi quan he lau nam gan bo vi ai ly cap

hai

ai ly cap hai co the giao hang cho toi bat c luc

nao, ke ca buoi toi

Tieu chuan trng bay ay a ? Neu anh muon trng bay th

xin mi mang tu, ke ra khoi ca hang cua toi !

Bang chuan b

Toi phai giai quyet cac phan oi kho r

Noi dung
phan oi
cua khach
hang

Bc 1 :at
Bc 2: Lam ro va Th
cau hoi e
ket thuc
THAM DO
cac phan oi

TRNH BAY MAU VT QUA

PHAN OI

Bc 1 :THAM DO
KH: Hang cua em qua mac. Anh kiem li nhieu hn neu
ban hang
Tribeco hoac Chng Dng .
NVBH: Ua , sao lai li hn ha anh
KH : Hang Tribeco anh mua 32.000, ban ra 48.000.Li 16.000
NVBH :Ngoai li nhuan , con g na khong anh ?
KH :Con, neu lay hang t ai ly cap hai, ho cho anh n
NVBH : Anh c n bao lau ?
KH: Goi au mot toa
NVBH:Ch co n va li nhuan thoi, phai khong anh?
KH : Co le vay thoi. A nhng ma con na. ai ly co
the giao
hang cho anh bat c luc nao, ke ca buoi toi !

Bc 2-LAM RO
NVBH:Trc het ve li nhuan, ngoai chenh lech gia Tribeco co
ho tr cho g cho anh khong ?
KH:

Ch co chenh lech gia thoi !

NVBH: The ho co cac chng trnh khuyen mai e ho tr anh

ban
hang khong ?
KH :

Khong

NVBH : Ngoai nc ngot , ai ly co cho anh n mat hang nao

khac
khong ?
KH :

Ch nc ngot thoi

NVBH:

ai ly cho anh n mot t la bao nhieu?

Bc 2-LAM RO
KH:

2 ket , v chi la 64.000 ong em a !

NVBH : The bao lau ho mi ghe tham anh mot lan ?

KH:

au co ghe tham g au em . Luc nao het hang anh

ien thoai
cho ho. Neu lay nhieu ,ho ch ti. Neu t, anh t i lay
hang ve.
NVBH: The ai ly co giup g anh trong chuyen sap xep hang
hoa va
co ho tr vat pham e anh ban hang khong ?
KH :

Ho lam g ma co thi gian cham soc. Con vat pham ay

a, ho la
ai ly ch au phai la cong ty
NVBH : Tom lai , trong li nhuan, cong n va giao hang, theo anh
cai nao quan trong nhat?
KH:

Anh ngh la li nhuan

Bc 3 VT QUA PHAN OI

NVBH :Trc tin ve li nhuan. Anh mua Tribeco 32.000 ban ra

48.000 li 16.000 ong 1 ket, ung khng a?.

KH: ung vay

NVBH: Anh mua X cua cng ty tui em 46.000, ban ra 60.000

hoac tham ch en 72.000. Vay anh li t nhat 14.000, con kha
th li ti 26.000/ket . Hn na ban Tribeco ch li tam thi rong
thi gian au thi. V chat lng va mu m cua Tribeco khng
sanh bang san pham cua cng ty em u. Va lai, Cng ty em
nh anh biet, lun co cac chng trnh quang cao, tai tr bong
a, cac chng trnh m nhac nn c nhieu ngi tiu
dung a chuong va tin tng. Do o , neu anh khng ban hang
cua tui em, ngha la anh ang bo mat c hoi, khng ap ng
c nhu cau cua ngi tiu dung, ve lu dai anh s mat khach
hang va giam li nhuan. Anh thay sao ha anh ?

KH:e anh ngh xem

NVBH: Anh thay o ,Tribeco va Chng Dng u co cac

chng trnh ln nh chng trnh Uong Pepsi-Trung Spacy
mi ngay. Anh con co the

Bc 3 VT QUA PHAN OI

tham gia chng trnh 6 nap oi 1 chai mien ph tng

ng giam 8.000/ket. Khi o thc te li nhuan tang
len en t nhat 22.000/ket . Anh co ong y vi em
khong ?
KH : Nhng cac chng trnh o qua roi ma !
NVBH : Nh em a trnh bay , Cong ty tui em thng co
cac chng trnh nh vay. Hien tai ang la chng trnh
Uong Pepsi ung ho ong bao lu lut . C uong 1 chai
hoac 1 lon san pham cua tui em la ung ho 100 ong
cho ong bao Mien Tay ang b lu lut . c tnh tong
cong se giup ong bao Mien Tay en 1 ty ong .
Anh thay ay, Cong ty PepsiIBC khong ch quan tam
en kinh doanh va li nhuan , ma con en ca nhng
hoat ong xa hoi, cong ch na . Em ngh anh cung
nen tham gia cung Cong ty em ung ho ong bao lu lut
Mien Tay ma lai co lai na. Anh ong y ch?

Bc 3 VT QUA PHAN
OI
KH : . Nghe cung c. Nhng ma... cho anh n i .
NVBH :Anh thong cam, hien gi chnh sach Cong ty
khong cho khach hang n. Em co cach nay tien ca
oi ben. Em co the giao hang cho anh 2 lan moi tuan,
moi lan mot ket ch co 46.000 tho. Ngoai ra, neu
anh muon, em co the giao hang buoi sang va lay tien
buoi chieu. Anh thay em chieu anh het mc ay nhe?
KH : T trc ti gi ben cac em lau lau giao hang roi
lan mat tieu . Hoac co ngi en ha hen cho cai
nay cho cai kia cung khong thay au ?
NVBH : Trc het cung xin loi anh . o la cach phuc vu
khong tot trc kia .Nhng gi Cong ty co chng trnh
phan phoi rat bai ban va ne nep. Hang tui em c
cung cap en tng iem ban theo lch ban hang cu
the. Mat khac, cong viec cua nhan vien ban hang
cua tui em c lanh ao Cong ty giam sat rat chat
che.

Bc 3 VT QUA PHAN OI
KH : The nhng luc anh can hang bat cht, lam sao em giao
kp ?
NVBH : Anh yen ch. Th nhat , em giao hang cho anh en 2 lan 1
tuan. Th hai, em se tnh mc ton kho can thiet cho anh that
ung e khong xay ra tnh trang het hang. Ngoai ra , neu that
s het hang bat cht , th ay la so ien thoai cua nha phan
phoi anh co the lien he bat ky luc nao. Con na, moi lan
ghe tham anh, tui em se giup anh lau chui, sap xep hang hoa
trang thiet b Ma viec o th ai ly i nao ho lam. Rieng
ve vat pham, tuy theo mc ban cua anh, Cong ty tui em se
ho tr anh thoa ang . V du nh ban trung bnh t 410ket/thang c trang bi thung a, con ban trung bnh 25-30
ket/thang th c trang b 1 tu lanh e ho tr anh ban nhieu
hang hn va lam cho quan trong khang trang hn. Vay hom nay
anh lay luon 2 ket e bc au anh em mnh lam quen nhe?
KH Em noi en kien trong lo tai cung phai bo ra ! Thoi mang
hang vao i !