A recruiting call involves 5 phases:
/ k# ?! S% g' ?7 B4 A* ]• Introduction+ ? G4 _( x$ }2 I* q; b2 o
• Probe and Present
( r' G# |! x" t- g- [( [• Close. P% p* K4 t, V* f$ ^5 i0 w8 p, _
• Uncovering Objections- k3 b% j! J% @) z4 [+ g( F q
• Reassurance S% Y+ `2 \% G$ I" m( x- b
How a person uses her/his voice in each of these phases is very critical to the performance of each phase. The figure below is a checklist for evaluating voice techniques1 E( s4 G0 M! [, Z! X1 ~
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Turning the Call0 N! _! [% I2 @
When a salesperson (recruiter) makes a call and gets an objection to the initial proposal, there are good ways and bad ways to handle what happens next. Good ways fall into the following:
3 R0 \) F0 T; o0 l6 ~3 A# j4 x& K% nFactual Denial (Misinformation). Headhunters can't help me. 'You're right. What you may not know is....'
8 x: X+ v2 O p3 ~2 i- ~9 p3 T7 YRephrase a question and answer it. 'I see, so what you're asking is....'
4 M2 c$ |6 ]5 J% Q2 IYes, but (and). 'Yes, headhunters are a problem and....'4 R8 c) c6 _% n6 D. e( e
Yes and (get to thicker ice). 'Yes, headhunters are very expensive and we have to produce; otherwise no one would use us....'4 N9 W7 T6 s! @5 T* E! \5 W* Z
Compliment and move on. You're all alike. 'You're absolutely right; I can see you know about the recruiting business. You probably know the break-even point where it is justifiable to use headhunters.'& R% e n6 G% _
Lower the commitment. 'I can understand your reluctance to use too many agencies.'
/ `- E# A3 N! b4 r# GPanic Button. 'I understand (restate objection)....' and at the same time present benefits.
$ u% V% n ?# T- tFeel, Felt, Find. 'I understand how you feel; many have felt the way you do; what they find is....' |
发表于 2006-5-29 09:55:26