First,
never discuss prices with customers, make sales and work with
Tend to be more sensitive to price, many companies attach great importance, in order to avoid inconsistencies caliber on price, many companies simply states: technical staff are not allowed to prices quoted to customers, and some even sent technical personnel nor the price list, do not know not to talk about the wrong. So when communicating with clients, asking prices encountered when how to do it? "Standard" answer is: Sorry, I was technical staff, do not know the exact price, if you need a salesperson contact me with you.
The prices quoted technicians really so serious? My colleague Sally's an experience worth remembering:
That is also the exchange of technology, because it is old customers, our products are recognized by customers, please exchange after Zhang eat and talk, was not in sales, the customer is a new Deputy Commissioner to come forward, during which inadvertently talked about price of the product, Deputy Director complained:
"Your product is very good, the price is a bit expensive, 20% higher than other manufacturers."
"No, we're in good prices," Zhang is not very understanding, but also casually said.
"That Gigabit switch, you a twenty-four thousand, twenty thousand less than other brands."
"..." Zhang know what to say, I do not know what to say.
"We are here now management is very strict, funding is also tight, expensive our good account ah, you do not cut prices, we also have to choose a cheaper", Deputy Director continue, "complained"
Zhang came not long, because he is afraid of the impact of the sale, and sometimes out of ideas, out casually: "No problem, we are the best domestic manufacturers, is competitive, and if other people can do, we certainly we can do. "
"That's kind of how you eighteen thousand?" Deputy Director of interested
"..." Sally could not answer, but seemed to listen with sales agents who said something similar price, almost ...
"How? If we can immediately sign, we can add 20 Taiwan, not to mention our old customers."
Zhang did not hear the overtones, just more than dozens, the total did not want to let go.
"It should be right," Zhang hesitated, but still could not help the "temptation."
"Great, Sally! Refreshing! Be toast."
"But the price to be sold to be, you have to discuss with the sales."
"You mean Mike it, no problem! We cooked enough, he can not give me this face?"
"That ..." Sally behind the words did not say it.
That day I drank a lot of wine.
Later, things became clear, Sales Director Li and communicate very well, the price is on a good course with "the associated costs." The Deputy Director is new, and not quite cope with the Director, conscious to express themselves, but our company can lower the price not sure how much, when to eat, Zhang inadvertently leaked the cards, at least he clearly within twenty thousand is possible.
In the subsequent "tender", the eighteen thousand, Deputy Director of the requirements clearly stated in the name of old customers selling "care." If the pure product sales, the company "reluctantly" can accept, but promised to give the Director of "commitment" gone unfunded. Sales Li "moving around", there is no effect, Deputy Director of our company is recognized for his "commitment"; Director also anxious, but there is no "reason" opposition, seeing things one day drag day.
Later, this list is done, "bitter", and our customers are no longer "friendly", an old customer so lost.
Business is war, may at any time during the negotiations. Technical staff of the customer is not very clear, the price is synonymous with interest, Zhang unprepared for the idea of Deputy Director, was "around" inside. But if bearing in mind the technical staff do not talk about the price of the maxim, we may not have such a result.
Second,
learn to sensitive customer information, so that you become good partners in sales
Engineer is responsible for the technical aspects, general sales information is not very concerned about, but as a front-line workers, pre-sales engineers the opportunity to reach their customers very much, and customers generally to engineers than salespeople to be "frank" Some, because he knew the purpose of the sales staff is to sell his products, and technical staff to help him solve the problem. So, pay attention to pre-sales engineers work with sales, gather more customer information.
An example of this is too much, I picked a few to speak.
Once the customer selection test, customers are very formal, all manufacturers are sub-time to the customer designated locations tested individually, so the other manufacturers do not understand the situation, the person concerned customers are also "closed" and even manufacturers of concrete is and test models who have a lot do not know.
We went to test young man hyphenated Ouyang, formerly done in the test department, to be familiar with a variety of instruments, but also very clever. During the test, the customer happens to use the instrument was not skilled, because customers usually rarely use these instruments, Ouyang told him a lot of skill, they communicate very happy. Test, intentionally or unintentionally, to talk to other manufacturers of test cases, customers off guard, also played in the exchange of experience testing ...
Ouyang was a determined young man, the manufacturers and models, as well as some new "features" are down, analyze and returned together with the sales staff, found a manufacturer to come up with a product model that we have not seen it to understand it through other channels know that this is our new rival for the "secret weapon", the price, the features are very suitable for the customer's needs. We quickly made the adjustment of product solutions, in a subsequent proposal, to avoid the defects of our program and succeeded in obtaining this mark.
Another time, engineers visit customers, the operation of communication products, customers are happy to exchange it finished dinner, the dinner table, the customer complained that his recent special favor.
"You do not just finish it summed up as quarter? Ought to idle about, ah."
"It was all right, let me be leading network security planning for next year, based here, better said, the situation is familiar, but the following division would be too messy, even a topology map can not pay up, I almost messed these days the ... "
"Safety planning? You are not only into the firewall and IDS do?"
"Business leaders say security is not enough, especially for the U disk copy everywhere, hoping for a comprehensive solution."
……
Immediately after sales engineers come back to do with communication, sales do not understand the situation of the project, but feel that some big things, not just management "illegal outreach" of. By further understanding of what the customer is planning the whole network, a large project leaders personally concerned, but also in the early stages of planning a secret, it is planning several targeted customer communications. Because we "start" very early, so where the customer has established a good foundation, our customers have the most profound program.
We are the darling of the information age, the information age is the basis for network builders, building the network is to provide customers with a variety of information, processing a variety of information, and we should be sensitive information, especially information about our working partners are most concerned about . As a pre-sales engineer, technical skills good is our part, fit closely with sales, it is the most direct way we work fruitful.
Third,
there do not complain in front of the customer's face, said good habit to make everybody like you
Will inevitably encounter all kinds of technology do without liking, especially the technical staff are mostly not pay attention to their surroundings, mouth said, often affect your "image" inadvertently, may also affect the company's image.
有一次到客户现场测试，因为要求连入到客户的实际环境中，所以需要安装到客户现有的机柜中。到了现场，情况却让很多人都挠头。因为客户房间调整，临时的机房，机房很小，还堆满了设备，卫生也不太好，并且机柜已经很满了，留给我们用的是最底下的一层，几乎贴着地，配线也在下边，要趴到地上才能看清标识，要把设备安装进去，几乎要跪在地上干活。
我当时随口就抱怨了一句：
“这是谁设计的，真是缺…”后边的话自己也没在意，该安装还是要安装的。
客户当时也没有说什么，就是跟着干笑了一声。
测试的效果双方都很满意，我们还想推一些其它的设备，客户的环境很适合，就提出来也装上试试，客户也很爽快地答应了。
这次因为临时有事，是我另外一个同事去安装的，还是个女工程师。后来我知道，可巧安装的地方不比我的看到的强，但总算都比较顺利。
后来我在与客户沟通该项目工程负责人的时候，客户提出要那个女同事来负责，我有些疑惑：
“你们只见过一次面”
“她给我们留下的印象很好”
“是吗？我很惊异”
他看我很想知道，就说：
“你还记得设备测试时安装的机柜吗，最下面的…”
“记得”
“其实很多公司的工程师来时，看到这种情况都会骂人的，当然这不是他们的错。”
“我也是。”真有些不好意思，当时是有些情不自禁。
“但是你们的那个小姑娘就没有说什么，并且直接就开干，并且活干得也利索”。
客户对那位女同事的好印象是否给项目带来好运气，我不好说，但起码是正面的“帮助”。其实对人的很多看法就在一些不经意的小事上，良好的习惯可能会让你在不经意中事业辉煌，随口的几句话也许让你失去腾飞的机遇。
抱怨只会给双方带来不愉快，没有半点益处，所以与其抱怨，不如先做。改掉遇事先抱怨的习惯，你会觉得你周围的人都是善良的。
四、
有牢骚回“家”再说
对客户不能抱怨，对自己产品的牢骚就更要回“家”再说。售前工程师与各种对手PK是常事，但往往最令他们感到不快的就是自己的产品“不争气”，所以经常忍不住发牢骚、抱怨，有些人甚至把抱怨自己公司产品的缺点，当作吸引客户同情自己的方法，好象这样才对客户表白，自己是与客户站在一个立场上的。
我的看法有些不同，厂家建立的是一个品牌，一个连自己产品都不信任，没有底气的员工，会给客户一个值得信任的产品吗？
有一次我们的一款新产品上市不久，客户测试时，出现了问题，请一名研发的技术人员小张现场解决。小张的技术可以说是出类拔萃的，到现场后，很快找到了毛病，但因为需要修改软件的Bug，重新提供软件版本，而编译环境只有在公司才可以，就在现场指挥家里的人员配合。可能是家里配合的人员是个新手，小张对配合工作很不满意，不断地在电话中催问，抱怨公司的流程太慢，发个软件临时版本也这样麻烦。
客户看到与公司频繁地交涉有些不明白，就问：
“你们产品是不是不稳定？”
“我们产品发布前是经过多道复杂的测试，但你们的环境有些特殊，用户的并发量比我们想象的要大，我们的缓冲区没有这么大，所以才出问题，只要把缓冲区设的大一些就没有问题了。但研发部门发版本需要审查，严格测试，提交的版本不能有bug”。我们赶紧解释。
“…”客户没再说什么，但好象不十分相信。
后来虽然问题解决了，但客户还是拒绝采用我们的产品，问其原因时，说道：
“我们认为你们的产品还需要成熟一些，我们再选择。”
客户对产品的不信任感，显然来自现场的问题修改，其实升级一下版本是很正常的事情，但研发人员的抱怨，让客户感觉我们把他这里当作了实验场，有多少人愿意做实验者呢。
有事回“家”说，是我们对工程师经常教育的，也是对销售经常说的，自己人的问题总是好解决吗。客户看到的是厂家的支持，是厂家的品牌，厂家技术实力，重要的不是产品不出问题，是出了问题厂家的解决能力。
感谢大家的支持...
转载于:https://www.cnblogs.com/licheng/archive/2011/01/31/1948506.html