But sometimes, course consultants will encounter many problems, and you need to think ahead, know yourself and know yourself, and win every battle!
1, I don't know anything about the course, and my purpose is very poor. I only know that there is a project in XX school. Ask her some questions.
Coping strategies:
For such clients, the most important thing for course consultants is patience. First, guide customers and let them know her needs.
Coping examples:
Customer: Hello, I'd like to ask about the training courses in your. Can you introduce me?
Course Consultant: Yes, sir (madam). What kind of courses do you want to study?
Counselor: I don't know what I should study either. I just think your training is good. I often read your reports in newspapers and billboards, so I want to know about your training.
Course Consultant: Well, can you tell me about your situation and your opinion first? Let's talk casually, and then I'll see if you are suitable for our course according to your situation and see what I can do for you.
Customer: The customer begins to talk about his own situation and needs.
Course consultant: The course consultant should judge the fit between the customer's needs and our course according to the actual situation of the customer.
If her actual needs are far from the courses we offer, we should talk about the applicable groups of our related courses and our main advantages, ask her friends if there are any suitable ones, let the customers introduce them, and then end politely.
If her actual needs can match the courses we offer, the course consultant will guide the clients to learn the courses that suit them and enter the consultation process.
2, the attitude is extremely uncooperative, do not fill in the registration form, do not leave a phone number. (Conservative and defensive customers)
Coping strategies:
Generally, such customers are very vigilant, unwilling to disclose their information, and afraid of being harassed or hurt. Course consultants should first create a relaxed and trusting atmosphere with customers and be flexible.
First of all, we can explain to her that the reason why we let customers fill out the form is to save customers' time and then urge her to fill out the form; If you refuse to fill in the form, you can consult the customer first, gain the trust of the customer in the consultation process, wait for the opportunity, and let the course consultant help you fill it out.
Coping examples:
Customer: Hello, I'd like to ask about the training courses in your.
Course Consultant: OK, please look at our relevant publicity materials and fill in the consultation registration form first, and then I'll consult you.
Customer: Do you still fill out the consultation form? Can I leave it blank? I don't think it's necessary.
Course Consultant: Well, sir (madam), the main purpose of this consultation form is to fill in your general situation, so that our course consultant can better understand your specific situation and give you more reasonable suggestions.
Customer: (Generally speaking, customers have two situations)
1. Ok, I'll fill it out.
I don't think it's necessary?
Course consultant:
1. For more cooperative customers, the course consultant can guide them into the consulting stage.
2. For uncooperative customers, the course consultant can first guide customers into the consultation stage, and then gain the trust of customers in the consultation process, so that customers can put down their psychological waiting time (you can talk to customers about the background of new concepts, let customers realize that we are responsible for the brand, talk to customers about topics of interest, and find a bridge to communicate with customers).
3, depressed personality, serious introversion, or psychological depression, I dare not express my thoughts recently, and I have been very silent and don't talk.
Coping strategies:
Such customers belong to a group that dare not expose themselves, lack self-confidence and have difficulties in communicating with others.
For this kind of clients, the course consultant should first create a relaxed and peaceful atmosphere to make the clients feel convenient to speak. Course consultants should use skills to explore the real reasons that affect customers' fear of disclosure, and then find a breakthrough point to encourage customers to express their ideas, so as to build their self-confidence.