加拿大进出口外贸每周翻译论坛：提高英语表达水平，增强外贸销售能力(2007/49)

加拿大外贸

THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For

Greetings,

Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.

Things were progressing smoothly--I thought anyway.

I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.

Then he asked a question, that at first, caused
my heart to sink.

"Now, who else have you worked with that sells
a similar product?"

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.

But not in this one.

I didn't know if there WAS a company that sold
a similar product.

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.

I was actually prepared for this moment.

I paused, and realized that might, or might
not have been an important question for him.

So I asked,

"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."

Done deal. Sale made. The question went unanswered.

In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.

So here's the sales point for this week:

Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?

How about outrageous requests regarding capabilities
or service?

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.

They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.

Clearly not the situation you want to find yourself in.

Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.

To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.

For example,

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"

Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"

After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,

"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.

Here are other examples of "check questions."

After an outrageous request for service,

"How often do you run into those type of situations?"

"How often do you need that type of service?"

"Are you getting that service now? How much extra are
you paying for it?"

After nit-picky technical questions,

"Wow! Just out of curiosity, how are you going to use
that information?"

"Hmmmm. What will you be comparing those figures to?"

By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.


Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
__________________________________________

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot

Go and Have Your Best Week Ever!

Art

评论
简要说明


简要说明：《每周翻译论坛：提高英语表达水平，增强外贸销售能力》
这是一种学习方式，即大家以翻译的方式、跟贴的形式来翻译美国电话推销培训大师ART先生的每周短文，从而在学习美式英语的同时，学习如何推销自己和公司的产品。我以为这是一举两得的好方法。由于我对ART的熟悉，所以，由我担任指导老师。开篇说明的序言请参见我的博客：
http://blog.shanghai.com/user1/1111/archives/2007/2843.html

以下是过去的内容：
2007-1-1：第一期
http://bbs.shanghai.com/thread-366614-1-1.html
2007-1-11：第二期
http://bbs.shanghai.com/thread-377498-1-1.html
2007-1-18：第三期
http://bbs.shanghai.com/thread-386856-1-2.html
2007-1-24：第四期
http://bbs.shanghai.com/thread-395455-1-1.html
2007-2-2：第五期
http://bbs.shanghai.com/thread-408284-1-1.html
2007-2-7：第六期
http://bbs.shanghai.com/thread-414046-1-1.html
2007-2-17：第七期
http://bbs.shanghai.com/thread-422419-1-2.html
2007-2-24：第八期
http://bbs.shanghai.com/thread-423622-1-1.html
2007-3-3：第九期
http://bbs.shanghai.com/thread-432362-1-5.html
2007-3-9：第十期
http://bbs.shanghai.com/thread-439749-1-4.html
2007-3-16：第十一期
http://bbs.shanghai.com/thread-449691-1-1.html
2007-3-22：第十二期
http://bbs.shanghai.com/thread-460912-1-1.html
2007-3-31：第十三期
http://bbs.shanghai.com/thread-480375-1-1.html
2007-4-11：第十四期
http://bbs.shanghai.com/thread-490194-1-1.html
2007-4-13：第十五期
http://bbs.shanghai.com/thread-502865-1-1.html
2007-4-20：第十六期
http://bbs.shanghai.com/thread-511639-1-1.html
2007-4-27：第十七期
http://bbs.shanghai.com/thread-521852-1-1.html
2007-5-6：第十八期
http://bbs.shanghai.com/thread-527349-1-1.html
2007-5-14：第十九期
http://bbs.shanghai.com/thread-534651-1-1.html
2007-5-16：第二十期
http://bbs.shanghai.com/thread-537412-1-2.html
2007-5-26：第二十一期
http://bbs.shanghai.com/thread-554691-1-1.html
2007-6-8：第二十二期
http://bbs.shanghai.com/thread-573725-1-1.html
2007-6-8：第二十三期
http://bbs.shanghai.com/thread-573732-1-1.html
2007-6-16：第二十四期
http://bbs.shanghai.com/thread-586271-1-1.html
2007-6-21：第二十五期
http://bbs.shanghai.com/thread-593832-1-1.html
2007-6-27：第二十六期
http://bbs.shanghai.com/thread-604396-1-1.html
2007-7-4：第二十七期
http://bbs.shanghai.com/thread-616818-1-2.html
2007-7-11：第二十八期
http://bbs.shanghai.com/thread-628505-1-1.html
2007-7-21：第二十九期
http://bbs.shanghai.com/thread-645833-1-1.html
2007-7-26：第三十期
http://bbs.shanghai.com/thread-655419-1-1.html
2007-8-1：第三十一期
http://bbs.shanghai.com/thread-666806-1-1.html
2007-8-9：第三十二期
http://bbs.shanghai.com/thread-680734-1-1.html
2007-8-16：第三十三期
http://bbs.shanghai.com/thread-694508-1-1.html
2007-8-23：第三十四期
http://bbs.shanghai.com/thread-706905-1-1.html
2007-8-31：第三十五期
http://bbs.shanghai.com/thread-720819-1-1.html
2007-9-6：第三十六期
http://bbs.shanghai.com/thread-731398-1-1.html
2007-9-16：第三十七期
http://bbs.shanghai.com/thread-747064-1-1.html
2007-9-21：第三十八期
http://bbs.shanghai.com/thread-757097-1-5.html
2007-9-27：第三十九期
http://bbs.shanghai.com/thread-765680-1-1.html
2007-10-05：第四十期
http://bbs.shanghai.com/thread-772532-1-1.html
2007-10-11：第四十一期
http://bbs.shanghai.com/thread-781496-1-2.html
2007-10-19：第四十二期
http://bbs.shanghai.com/thread-793542-1-2.html
2007-10-26：第四十三期
http://bbs.shanghai.com/thread-805090-1-1.html
2007-11-2：第四十四期
http://bbs.shanghai.com/thread-815209-1-1.html
2007-11-9：第四十五期
http://bbs.shanghai.com/thread-828070-1-1.html
2007-11-19：第四十六期
http://bbs.shanghai.com/thread-843487-1-1.html
2007-11-29：第四十七期
http://bbs.shanghai.com/thread-859063-1-1.html
2007-12-7：第四十八期
http://bbs.shanghai.com/thread-873787-1-1.html

如有兴趣学习和翻译更多的文章，请你至下述我的博客，翻译以后给我，我会为你评改修正。（内有60篇）
http://blog.netat.net/index.php/110759

已经完成翻译和修正的ART文章都在我的博客上：（现有26篇）
http://blog.shanghai.com/user1/1111/index.html

谢谢各位的参与。坚持实践，必有成效。若您有任何意见或建议，或者您需要进一步的英语学习资料和我的英语教学咨询，请发站内短信或直接进入我的QQ 416503427。

评论
这个星期的:
处理一个不知道答案的问题

先问好

我有一个例子.:我和与一位出售高度专业化，细分市场的产品的高科技公司的销售经理的销售电话.

感觉不好

[ 本帖最后由 sloely 于 2007-12-14 15:57 编辑 ]

评论
dddddddddddddddddddddddddddddddddddddddddddddddddddddd

评论
每周翻译论坛：提高英语表达水平，增强外贸销售能力(2007/49)


THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
本周技巧：处理你没有答案等的问题
Greetings,
问好，
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这是我如何处理跟一个卖专业性很强的产品的高技术公司的一个销售经理的亲身经历
Things were progressing smoothly--I thought anyway.
事情正如我想象的顺利发展的。--我一度以为。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我看上去正好有他想要在全国的销售会议上一个电话，，
Then he asked a question, that at first, caused
my heart to sink.
然后他问了我一个问题，刚听到的时候，我的心都凉了。
"Now, who else have you worked with that sells
a similar product?"
“现在，，，还卖类似的产品？”
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
24年了，我处理了超过1000培训的场景，每个行业都有一个销售模式。
But not in this one.
但是这个是个例外。
I didn't know if there WAS a company that sold
a similar product.
我不知道这里是否有一家公司卖着类似的产品。
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是我没有荒了阵脚，尽量保持镇静。我知道，这一定有合适的反应来应对这个问题，我立马在我的培训中搜索了起来。
I was actually prepared for this moment.
我为这一刻做过准备。
I paused, and realized that might, or might
not have been an important question for him.
我停顿了一下，然后意识到这个问题对他而言可能很重要，也可能不重要。
So I asked,
我问到，
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“您是指我是否做过一个类似的产品，然后卖给您同行吗？，，其中又有多少是您的？”
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回到，“哦，我知道像我们这样的公司不多的，我只是随口问问，你有着我们需要的东西。”
Done deal. Sale made. The question went unanswered.
处理好了，生意做成立。问题迎刃而解了。/不了了之了。
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天的类似情景中，销售代表们会被问道他们没有准备的问题，实际上没那么重要的问题，但是他们却全身心的投入试图是回答。有可能同时他们正毁掉了商机了。
So here's the sales point for this week:
所以本周的销售技巧是：
Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在销售前期的信息积累阶段，你准备让你的客户问你超出正常范围的高技术问题么？
How about outrageous requests regarding capabilities
or service?
考虑能力或服务的要求是多么的，，？
I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常看到有的销售人员会手足无措，因为他们不知道答案，或者他们不能提供客户要求的服务。
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
有些时候，他们道歉找理由这些让他们看起来就像是个十足的傻子，，因为他们认为客户的需求是一个确切的要求。
Clearly not the situation you want to find yourself in.
当然你不想这些发生在自己身上。
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么他们会问这些问题？可能，他们只是像考虑或者对你提供这乡服务的能力感到兴趣，抑或为了迎合某些要求。其他情况可能是想用一个不可能的问题回绝你。，，
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
确定他们问这些的动机，你需要问一些“检查问题”。问题能让你知道这个信息对客人而言是的重要程度。这个答案决定这你为这个答案 做准备时重要和及时程度。
For example,
举个例子，
Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
客户：”99.9%的，，适合左手，，？“
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
销售代表：”嗯~~~，这个对您做决定重要么？“
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
在你问题之后，你需要为可能的情况准备答案。他们可能会说：
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
”不是很重要，我只是随便问一下，“这样的话，你可以忽略他们的问题。如果他们说这个很重要，你需要问更多的问题来确定这个问题有多重要，反过来，你需要算出如何回答他们的问题。
Here are other examples of "check questions."
这有一些”试探问题“的样品：
After an outrageous request for service,
在一个对服务的，，需求之后，
"How often do you run into those type of situations?"
”你隔多久会进入这样的状况？“
"How often do you need that type of service?"
”隔多久，您需要这项服务？“
"Are you getting that service now? How much extra are
you paying for it?"
”你正在享受这项服务么？您需要额外付多少？“
After nit-picky technical questions,
在这些技术问题的，，
"Wow! Just out of curiosity, how are you going to use
that information?"
”哇，我只是好奇，你问他干什么？“
"Hmmmm. What will you be comparing those figures to?"
”嗯~~~你想拿什么来比较这些数据呢？。
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.

用这些问题，你可以看出谁是消费者，，，和是不是想让你难堪？
Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
互动
思考你遇到的类似的问题或要求。
然后，迅速想出你可以拿来回应的问题来确定这些问题是否真的很重要。
__________________________________________

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
本周引言”永远不会太迟，，“
Go and Have Your Best Week Ever!
拥有美好的一周~！
Art

[ 本帖最后由 wenlongqiqi 于 2007-12-15 02:32 编辑 ]

评论
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
本周贴示：处理无答案的问题

Greetings,
大家好

Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这是我如何处理与一家专业性和强的高科技公司的销售经理的电话的亲身经历。

Things were progressing smoothly--I thought anyway.
事情进行的很顺利--我以为。

I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我这儿似乎正好有他在寻找的东西，关于他想要在全国销售会议上预测陈述的电话。

Then he asked a question, that at first, caused
my heart to sink.
然后他问了个问题，起初听到时，我心都黯淡了。

"Now, who else have you worked with that sells
a similar product?"
“现在，你有其它合作的伙伴卖类似的产品吗？”

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
过去24年我操办超过1000场次的培训会议，每个行业都有其固定的销售模式。

But not in this one.
但是这次没有。

I didn't know if there WAS a company that sold
a similar product.
我不知道那里是否有一家公司在出售类似产品。

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是避免焦灼不安，我竭力保持镇静，因为我知道自己能够应付这个问题，我快速在自己的训练中搜寻。

I was actually prepared for this moment.
事实上我为这一刻做过准备。

I paused, and realized that might, or might
not have been an important question for him.
我停顿了下，意识到这个问题可能对他很重要，也可能不重要。

So I asked,
于是我问，

"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“你问我我是否从事这个产品，卖给你的同行？并且其中有多少是卖给你的？”

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他答复，“噢，我知道不太有像我们这样的公司。我只是感到好奇。你看起来有我们想要的。”

Done deal. Sale made. The question went unanswered.
事情处理了，生意成功了。问题则不了了之。

In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
推销员们每天都会碰到类似情况，他们被问到没有准备过的问题，实际上并不是很重要，但是他们却全身心地投入其中试图回答。结果是很有可能毁了自己的销售机会。

So here's the sales point for this week:
本周销售要点如下：

Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在同潜在客户信息收集的前期阶段，你是否曾经被问到超过平常普通的高技术问题？

How about outrageous requests regarding capabilities
or service?
如何处理关于能力或服务的不合理的要求？

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常看到推销员们举措不安因为他们不知道答案，或者因为他们不能提供潜在客户需求的服务。

They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们道歉找理由，有时候看起来像一个十足的傻瓜，因为他们自以为客户的要求是个必须的。

Clearly not the situation you want to find yourself in.
无疑，你不想自己碰到这样的事情。

Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么人们问这些问题？有时，他们可能对你能提供的服务真的关心和感兴趣，或者是满足自己特定的技术需求。其它可能是利用此机会回绝你。

To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
为了确定这些需求的动机，你需要问些“检查问题。”这些问题能帮助你判断信息对询问的人重要程度。对方的回答会提示出你该为你的答案作准备的重要和紧急程度。

For example,
例如，

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
潜在客户：“伴有镀金的左手适用的适配器的它的经验税率是99.9%吗？”

Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
推销员：“恩。这个对您做决策重要吗？”

After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
在你“检查问题”之后，你将需要为可能的答案做好准备。许多情况下，他们会说，

"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“不是，只是我好奇而已，”所以意味着你可以搪塞过去。如果他们回答信息很重要，那么你需要问更多的问题以确定这个问题的重要性，反之，你需要计算出如何回答他们的问题。

Here are other examples of "check questions."
这儿有另外一些“检查问题的例子。”

After an outrageous request for service,
在提出对服务一个的无礼需求之后，

"How often do you run into those type of situations?"
“隔多久你会碰到这样的情形？”

"How often do you need that type of service?"
“多长时间，你需要这样的服务？”

"Are you getting that service now? How much extra are
you paying for it?"
“您现在正在享用这样的服务吗？为此你需要额外付出多少？”

After nit-picky technical questions,
在提出苛求的技术问题之后，

"Wow! Just out of curiosity, how are you going to use
that information?"
“哇哦！只是好奇，你是如何利用这些信息呢？”

"Hmmmm. What will you be comparing those figures to?"
“恩。你会拿什么来比较这些数据呢？”

By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过使用这些提问，你将会从购物者、摊主、让你难堪的人群中挑选出真正有购买诚意的顾客。


Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
行动步骤
思考你碰到的类似的问题或需求。然后，迅速想出你可以回应的问题以确定这些提问是否真的很重要。
__________________________________________

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
本周摘引
“行动永不嫌晚。”
乔治

Go and Have Your Best Week Ever!
去享受你最棒的一周！

Art
阿特

谢谢wenlongqiqi，有好些地方参考了您的译法，若是我自己，有些地方将会被翻的非常拗口不通顺。

评论
THIS WEEK'S TIP:这个星期的贴士：
Handling the Questions You Don't
Have Answers For

Greetings,问候

Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product. 这里有一个关于我如何进行电话销售的例子，和我进行对话的是一个销售通过细分市场的产品公司的销售经理。

Things were progressing smoothly--I thought anyway.
不管怎样，个人觉得进展颇为顺利。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting. 通过电话得知他在国际销售会议中的展望陈述，我好像拥有他正迫切寻找的东西

Then he asked a question, that at first, caused
my heart to sink.随后他问了一个一开始就让我心寒的问题。

"Now, who else have you worked with that sells
a similar product?"“那么，你曾经和哪些销售过类似产品的人工作过？”

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is. 我在过去的24年里进了1000多个培训班，几乎在每个工厂工作过和碰到过这里所列举的每一个销售模本。（怪怪的）

But not in this one. 除了当前这一个。

I didn't know if there WAS a company that sold
a similar product.我不知道是否曾经有那么一个公司销售过类似的产品。

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in. 我并没有不懂装懂的愚蠢表现，只是意识到回答这个问题只能是徒劳，我所接受的培训起了作用。

I was actually prepared for this moment.我一直为这个重要时刻而准备着。

I paused, and realized that might, or might
not have been an important question for him. 我停顿片刻，意识到对他来说这个问题有可能重要也有可能不重要。

So I asked,因此我问道

"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"“您的意思是问我是否用过类似的期望模式去向一个类似的决策者进行推销？那么这将带给你多少问题呢？”

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."他答道，“噢，我知道很少公司会像我们这样。我只是好奇。你好像有我们想要的产品”

Done deal. Sale made. The question went unanswered.问题解决。销售成功。留下一个不用回答的问题。

In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.每天都会碰到类似的状况：代表们在电话销售中碰到毫无准备的问题（事实上这些问题并不重要），往往因为企图去回答这些问题而迷失了自己最终可能毁掉获得客户的机会

So here's the sales point for this week:下面是这个星期的销售重点：


Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?在对潜在客户的前期信息收集工作中，你是否被问到一些不寻常的技术问题？

How about outrageous requests regarding capabilities
or service?或者一些对于能力和服务的无理取闹的要求？

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.我经常看到销售代表们步伐蹒跚那是因为他们回答不了问题或者无法提供潜在客户要求的服务。

They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.道歉和找借口在某些时候看起来很管用是因为他们认为潜在客户所要的是一种物质需求。（好像不是这样）

Clearly not the situation you want to find yourself in.？？？

Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.为什么人们会问这种问题？一种情况是他们可能真心关注和对于你提供服务或者满足一个独特的技术需求的能力感兴趣。另一种情况是他们可能利用战术来贬低你的服务或者让你挂掉电话。

To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.你需要问“确认问题”去确定客户要求的确切动机。确认问题帮助你估计提问信息对于提问者来说有多重要。客户的回答表明重要性程度以及你回答问题的紧迫性。

For example,例如

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"客户：“”

Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"

After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,

"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.

Here are other examples of "check questions."

After an outrageous request for service,

"How often do you run into those type of situations?"

"How often do you need that type of service?"

"Are you getting that service now? How much extra are
you paying for it?"

After nit-picky technical questions,

"Wow! Just out of curiosity, how are you going to use
that information?"

"Hmmmm. What will you be comparing those figures to?"

By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.


Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
__________________________________________

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot

Go and Have Your Best Week Ever!
学校限电，只弄了一半，下次补上

评论
THIS WEEK'S TIP:这个星期的贴士：
Handling the Questions You Don't
Have Answers For如何处理回答不了的问题

Greetings,问候

Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product. 这里有一个关于我如何进行电话销售的例子，和我进行对话的是一个销售通过细分市场的产品公司的销售经理。

Things were progressing smoothly--I thought anyway.
不管怎样，个人觉得进展颇为顺利。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting. 通过电话得知他在国际销售会议中的展望陈述，我好像拥有他正迫切寻找的东西

Then he asked a question, that at first, caused
my heart to sink.随后他问了一个一开始就让我心寒的问题。

"Now, who else have you worked with that sells
a similar product?"“那么，你曾经和哪些销售过类似产品的人工作过？”

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is. 我在过去的24年里进了1000多个培训班，几乎在每个工厂工作过和碰到过这里所列举的每一个销售模本。（怪怪的）

But not in this one. 除了当前这一个。

I didn't know if there WAS a company that sold
a similar product.我不知道是否曾经有那么一个公司销售过类似的产品。

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in. 我并没有不懂装懂的愚蠢表现，只是意识到回答这个问题只能是徒劳，我所接受的培训起了作用。

I was actually prepared for this moment.我一直为这个重要时刻而准备着。

I paused, and realized that might, or might
not have been an important question for him. 我停顿片刻，意识到对他来说这个问题有可能重要也有可能不重要。

So I asked,因此我问道

"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"“您的意思是问我是否用过类似的期望模式去向一个类似的决策者进行推销？那么这将带给你多少问题呢？”

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."他答道，“噢，我知道很少公司会像我们这样。我只是好奇。你好像有我们想要的产品”

Done deal. Sale made. The question went unanswered.问题解决。销售成功。留下一个不用回答的问题。

In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.每天都会碰到类似的状况：代表们在电话销售中碰到毫无准备的问题（事实上这些问题并不重要），往往因为企图去回答这些问题而迷失了自己最终可能毁掉获得客户的机会

So here's the sales point for this week:下面是这个星期的销售重点：


Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?在对潜在客户的前期信息收集工作中，你是否被问到一些不寻常的技术问题？

How about outrageous requests regarding capabilities
or service?或者一些对于能力和服务的无理取闹的要求？

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.我经常看到销售代表们步伐蹒跚那是因为他们回答不了问题或者无法提供潜在客户要求的服务。

They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.道歉和找借口在某些时候看起来很管用是因为他们认为潜在客户所要的是一种物质需求。（好像不是这样）

Clearly not the situation you want to find yourself in.？？？

Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.为什么人们会问这种问题？一种情况是他们可能真心关注和对于你提供服务或者满足一个独特的技术需求的能力感兴趣。另一种情况是他们可能利用战术来贬低你的服务或者让你挂掉电话。

To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.你需要问“确认问题”去确定客户要求的确切动机。确认问题帮助你估计提问信息对于提问者来说有多重要。客户的回答表明重要性程度以及你回答问题的紧迫性。

For example,例如

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"客户：“它是否配备了左手镀金
适配器与经验等级的99.9 ％？”

Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"销售代表：‘厄，在你们决策的过程中这个问题是否是你们考虑的主要因素“

After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,问完”确认问题“后，你需要准备着几种有效的回答。很多情况，他们会说：”不一定，我只是好奇，“

"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.也就暗示你可以忽略那个要求。如果他们回答说那个信息很重要，你必须提更多问题来确认那个要求的关键性，反过来，你需要想想该如何回答他们的问题。

Here are other examples of "check questions."
下面是其他关于”确认问题“的例子
After an outrageous request for service,当被问及一个无理取闹的服务要求时，

"How often do you run into those type of situations?"”每隔多久你就碰到这种情况？“

"How often do you need that type of service?"每隔多久你需要这类服务？“

"Are you getting that service now? How much extra are
you paying for it?"”你是否已经获得该项服务？为此你付了多少额外费用？“

After nit-picky technical questions,当被问及一个挑剔的技术问题时，

"Wow! Just out of curiosity, how are you going to use
that information?"”哇！出于好奇，请问你将如何利用这些信息？“

"Hmmmm. What will you be comparing those figures to?"
”姆。请问你拿这些数字和什么作比较？“
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.通过应用这些问题，你能够将真实的要求从购物者分销商或者那些企图打击你让你处于劣势的人群中筛选出来。


Action Step行动步骤
Think of the similar questions or requests that you get.回想一下你碰到过的类似问题或要求
Then, brainstorm the questions you can respond with to
determine how important their question really is.然后，集思广益你可以回答的问题去确定那些问题究竟有多重要？
__________________________________________

QUOTE OF THE WEEK一周索引
"It is never too late to be what you might have been."寻找人生位置，永远不晚。
George Elliot

Go and Have Your Best Week Ever!周末愉快！

[ 本帖最后由 0o。鱼翔浅底 于 2007-12-16 10:36 编辑 ]

评论
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
本周消息
处理你没有回答的问题

Greetings,
大家好
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这里有一个例子,我怎么拥有自己的电话销售，和一个在高科技公司做专业销售的销售经理谈论放在正确位置上的产品。
Things were progressing smoothly--I thought anyway.
事情进行的很平稳——我认为。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我好象确实有他想在他的区域销售会议上，寻找的关于电话预期提案。
Then he asked a question, that at first, caused
my heart to sink.
然后，他问了个问题，首先，我的心很沉重。
"Now, who else have you worked with that sells
a similar product?"
现在，你和谁工作销售类似产品？
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年中，我已经做过1000多训练课程，事实上我工作的每个领域，还有每个销售模型。
But not in this one.
但是不是在这个。
I didn't know if there WAS a company that sold
a similar product.
我不知道，如果一个公司销售一个类似产品。
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是，取而代之的是愚昧，尝试听的智慧，但是我知道这是对这个问题是徒劳的回答，我自己训练。
I was actually prepared for this moment.
我事实上为此准备着。
I paused, and realized that might, or might
not have been an important question for him.
我踌躇，意识到可能或者可能不重要这个问题对他。
So I asked,
所以我问，
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
如果我和一个类似的模型，你会问吗，卖给类似决定的制造者？并且，对于你这个问题多少钱吗？
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答“恩，我知道没有那么多像我们这样的公司，我很好奇。你好象知道我想的”
Done deal. Sale made. The question went unanswered.
交易，销售。问题没有回答。
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天类似的情况，推销员们得到的问题，是他们没有准备的，真的没有什么重要，但是他们自己尝试着回答。可能丢失一个销售机会。
So here's the sales point for this week:
所以，本周销售观点：
Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
和一个有期望的信息搜集方面，你曾经问你不寻常技术问题？
How about outrageous requests regarding capabilities
or service?
怎么对付一个不能容忍的询问涉及服务的能力？
I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常看推销员们迷惑自己，因为他们不知道答案，或者因为他们不能提供所期望的服务。
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们抱歉并说对不起，这些案例好象一个
Clearly not the situation you want to find yourself in.
清晰的不是你想发现的状况.
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么人们问这些问题?一般的,他们可能真的涉及或者对你的能力有兴趣,提供服务.或者遇到一个特定不平常的技术需要.在另一个例子里,他们可能使用规律来缩小你的服务.或者得到你的电话.
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
决定需求动机,你需要询问"核查问题".核实问题帮助你问题重要是询盘者.回答多么重要,你应当为你的回答做准备.
For example,
例如
Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
有经验99.9%,改编者,一个左手.
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
推销员 :"恩.你的一个大的问题在决定程序上"
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
在你核查问题后,你需要准备可能的回答.以我的例子,他们说
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
不是真的.但是我很好奇.因此意味着你评注需求.如果他们回答问题重要.你将想问更多的问题来决定关键问题,你需要有个轮廓对他们的问题.
Here are other examples of "check questions."
这里是其他的例子"核查问题"
After an outrageous request for service,
在一个无理的服务要求
"How often do you run into those type of situations?"
你怎么对付这种情形?
"How often do you need that type of service?"
你需要什么类型的服务?
"Are you getting that service now? How much extra are
you paying for it?"
现在,你得到了服务吗?你需要付多少钱额外?
After nit-picky technical questions,
在技术问题后,
"Wow! Just out of curiosity, how are you going to use
that information?"
哦.仅仅是出于好奇心,你怎么使用这个消息?
"Hmmmm. What will you be comparing those figures to?"
恩.你和这些形象相比什么?
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过使用这些问题,你将严格分出销售商,包厢,人们试着使你惊慌,使你靠起来更次等.

Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
想想你得到的类似的问题和要求,然后,你可以回答的头脑风暴问题,决定他们问题的重要.
__________________________________________

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
本周摘录
只要你可以，就从来都不晚．

Go and Have Your Best Week Ever!
祝拥有最好的一周．

Art

[ 本帖最后由 positivegirl 于 2007-12-18 17:47 编辑 ]

评论
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
本周贴士：
如何处理你无法回答的问题
Greetings,
大家好！
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
下面是一个我怎样与一位专业化的高科技公司的销售经理电话交谈的例子。
Things were progressing smoothly--I thought anyway.
事情进展顺利—我认为。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
通过其年度销售会议上的电话讲话我认为我们的产品正好符合对方的需求。
Then he asked a question, that at first, caused
my heart to sink.
然后他问了一个问题，正式这个问题让我心情沉重起来。
"Now, who else have you worked with that sells
a similar product?"
“现在请问，你们和哪家销售这种类似产品的公司合作过”
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年中我才加过超过1000次的培训课程，曾经在各行业与形形色色的业务员工作过。
But not in this one.
但却不是这一个。
I didn't know if there WAS a company that sold
a similar product.
我当时不知道是否有卖类似产品的公司存在。
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是为了尽量避免结结巴巴，使回答听起来明智却跟答案不是那么关联，我自己的培训开始发挥作用了。
I was actually prepared for this moment.
其实我应经为此做出了准备。
I paused, and realized that might, or might
not have been an important question for him.

So I asked,
我停了一下，想那个问题对于他来说可能重要也可能不重要，所以我问道：
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“您问我是不是曾跟类似公司合作，卖给决策人类似的产品？请问那个对您重要吗？”
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答说：“啊，我知道像我们这样的公司不多。我只是有点好奇，你们好像有我们想要的产品。”
Done deal. Sale made. The question went unanswered.
交易结束，销售成功。这个一直问题没有回答。
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天都有这样的情形，推销员碰到很多没有准备的问题，其实这些问题并不重要，然而他们却用尽浑身解数得去回答。这可能使其丧失销售机会。
here's the sales point for this week:
下面是本周销售重点：
Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在信息收集阶段，你是否碰到过客人问一些极端的技术难题呢？
How about outrageous requests regarding capabilities
or service?
如何面对客人对我们能力和服务方面的无理要求呢？
I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常看到推销员因为不知道答案或者因为不能为客人提供相应的服务而吱吱唔唔。
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们像傻子一样道歉或找各种借口就是因为感觉客人的问题是一项必须的要求。
Clearly not the situation you want to find yourself in.
大家当然不想自己碰到这样的情况。
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么不这样问呢？ 有时客人是真的想知道你的服务水平，或者是否能满足一项不寻常的要求。但也有时候，他们是故意贬低你的服务或者想让你别再打电话给他。
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
确定对方的动机你就要去问“试探性问题”。这个问题让你知道客人询问的信息是否重要。客人的回应可以判断你的答案的紧急性和重要性。
For example,
比如，
Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
客人：左手边是否有一个镀金的速率99.9%的适配器？
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
推销员：啊，请问这个对于您的决策很重要吗？
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
试探性问题问完后，你就需要准备可能的答案了。在很多情况下，他们会说
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“也不是，我只是好奇”，也就是说你可以对这个问题不用太在意得回答。如果他们回答这个信息很重要的话，你可以继续问问题判断到底重要性有多大，并且想办法回答问题。
Here are other examples of "check questions."
下面是试探性问题的另外一些例子。
After an outrageous request for service,
碰到无理要求时，
"How often do you run into those type of situations?"
“您多久会碰到这种状况”
"How often do you need that type of service?"
“您多久需要这种服务”
"Are you getting that service now? How much extra are
you paying for it?"
“您有得到过这种服务吗？您额外付多少”
After nit-picky technical questions,
碰到挑剔的技术问题时，
"Wow! Just out of curiosity, how are you going to use
that information?"
“哇！只是好奇而已，您打算怎么利用这个信息”
"Hmmmm. What will you be comparing those figures to?"
“啊，您打算怎么比较这些数字”
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过这些问题，你就可以区分这些来自店主、摊主的问题，他们是不是想要来扰乱你使你陷入被动。
Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
__________________________________________
付诸行动
想想你碰到的类似问题，想办法判断他们问题的重要性
QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
本周引言
梦想永不过时
乔治，艾略特
Go and Have Your Best Week Ever!
去拥抱你最棒的一周
Art
阿特

1.niche n    用户群；十分合适的工作
2.your heart sinks/ your spirit sinks  心情沉重/情绪低落
3. bumble Vi  结巴说话；犯错
4. doofus n 蠢人；缺少社会能力的人
5.gloss over  掩盖，掩饰
6. nit-picky a.  挑剔的

评论
Sorry for the late. A little spaced out last week. Christmas is coming, wish every sales rep in FOB "order more, commission more".
"It is never too late to be what you might have been." I love it

评论
每周翻译论坛：提高英语表达水平，增强外贸销售能力(2007/49)
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
本周主题：
处理你没有答案的问题
Greetings,
大家好！
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
以下是我自己打销售电话的一个例子，与一位销售非常专业化产品的高科技公司的销售经理交流
Things were progressing smoothly--I thought anyway.
事情进展的非常顺利-至少我认为如此。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
看起来我有他在寻找的东西,他想在他的国内销售会议上关于电话前景的展示.
Then he asked a question, that at first, caused
my heart to sink.
然后他问了一个问题，起初，让我的心沉了一下。
"Now, who else have you worked with that sells
a similar product?"
“现在，你还与别人就此类产品合作过吗？
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年中我已经讲过1000多次的培训课，并且与那里的每一家企业及每一个销售模范都有过合作。
But not in this one.
但这家除外。
I didn't know if there WAS a company that sold
a similar product.
我不知道是否有家公司出售类似的东西。
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是与其嘟哝，装傻，试着（让对方）听起来无所不知，但明白无法回答这个问题
I was actually prepared for this moment.
我确实对这一刻已有所准备。
I paused, and realized that might, or might
not have been an important question for him.
我沉默，意识到对他而言可能，或可能不应是一个重要的问题
So I asked,
所以我问，
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“你是在问我是否与相似产品的买家合作，卖给类似的决策者？对你们而言那个产品是多少钱？
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答，”哦，我知道并没有很多像我们这样的公司。我只是觉得好奇。你们看来有我们想要的。
Done deal. Sale made. The question went unanswered.
买卖做成了，销售出去了。但问题并没有得到答案。
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天都有类似的情况，销售员们被问到他们没有准备过的问题，其实（这些问题）确实没有那么重要，但他们都使尽浑身解数试图回答。很有可能损失掉他们的销售机会。
So here's the sales point for this week:
所以以下是本周的销售要点：
Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
开始的潜在客户信息收集阶段，你让他们问到你不同于平常的非常专业的技术问题了吗？
How about outrageous requests regarding capabilities
or service?
关于能力或服务有什么无理要求吗？
I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常碰到销售员们讲话结结巴巴因为他们不知道答案，或是因为他们不能提供潜在客户需要的服务。
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们倒歉找借口，有时完全不理直气壮因为他们认为潜在客户需要的就是实实在在的要求。
Clearly not the situation you want to find yourself in.
很明显你不想让自己身陷如此增地。
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
人们为什么问这些问题？一些情况是，他们可能对你提供服务的能力很关注也很感兴趣，或是要达到一定的不寻常的技术要求。另一些情况是，他们可能用一些策略来轻视你的服务，或挂断你的电话。
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
为了确定（潜在客户提出的）要求的精确动机，你需要“复核问题”。它会帮你衡量一下这个信息对询问者而言的重要程度。这个回应会暗示给你你的回复的重要度和紧急度。
For example,
例如，
Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
潜在客户：“它是与左旋镀金的经验率为99.9%的适配器搭配提供吗?
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
销售员:”嗯嗯,那个问题在决策中重要吗?
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
在你”复核问题”之后,你需要准备可能的答案.很多情况下,他们会说,
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“不是,但我非常好奇,” 因此就意味着你可能不用回答他这个问题.如果他们说
这信息是非常重要的,你需要问更多的问题来测定这个要求有多么关键,反过来,你需要
合计出如何回答他们的问题.
Here are other examples of "check questions."
以下是”复核问题”的另一个例子.
After an outrageous request for service,
在一个对服务过分的要求之后,
"How often do you run into those type of situations?"
“你多长时间会碰上那些种的情况?”
"How often do you need that type of service?"
“你多长时间需要那类型的服务?”
"Are you getting that service now? How much extra are
you paying for it?"
“你现在已经得到那项服务了吗?你为此多付出多少钱?
After nit-picky technical questions,
在那些讨厌挑剔的技术问题之后,
"Wow! Just out of curiosity, how are you going to use
that information?"
“哇噻! 不是好奇,你打算如何用那些信息?”
"Hmmmm. What will you be comparing those figures to?"
“嗯,你将会把那些数字和什么作比较?”
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过这些问题,你将会对客户,货摊主及那些试图让你狼狈和让你自卑人的要求进行分类.

Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
__________________________________________
行动步骤
对你得到的相类似问题或要求进行思考.
然后,集中智慧回答你能回应的问题来测定他们的问题到底多重要.
QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
本周引言
“做一个本我从来都不会晚.”
Go and Have Your Best Week Ever!

评论
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
本周帖士：
处理回答不出的问题

Greetings,大家好！

Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这里有一个关于我如何处理我自己的销售电话的例子，与一家销售高度专业，壁内用产品的高科技公司的销售经理通话。

Things were progressing smoothly--I thought anyway.
我认为事情进展顺利。

I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
从电话交谈中知道，他要找的我似乎应有尽有，而且他想在他的全国销售会议上用。

Then he asked a question, that at first, caused
my heart to sink.
然后他问了一个问题，最初，使得我的心沉了一下。

"Now, who else have you worked with that sells
a similar product?"
“现在，你和哪家出售相同产品的公司合作过？”

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
过去24年里，我举办过一千多次培训会议，而且几乎各行各业都涉足过，也有过各种各样的销售模式。

But not in this one.
但没见过这一遭。

I didn't know if there WAS a company that sold
a similar product.
我不知道是否有出售同样产品的公司。

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
然而，我没有叽叽咕咕、装模作样、试着让人觉得高明的去回答问题，而是根据我自己的经验知道，回应这个问题是无济于事。

I was actually prepared for this moment.
这一刻我着实做好了准备。

I paused, and realized that might, or might
not have been an important question for him.
我停顿了下，知道这个问题对他可能重要，可能也不重要。

So I asked,
于是我问道，

"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“你是问我是否和使用相同试探性销售模式的公司合作过，给相同的决策者出售产品吗？举办一次活动您需要购买多少产品？”

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回应说，“噢，我知道像我们这样的公司没几家。我只是好奇而已。我们想要的，你们似乎都有。”

Done deal. Sale made. The question went unanswered.
搞定，交易成功。问题悬而未答。

In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天，在相同的情形里，销售员碰到毫无准备的问题，并且是确实不重要的问题，但是他们老是拍着胸膛上，试图回答问题。这样可能破坏销售良机。

So here's the sales point for this week:
那么，本周的销售点是：

Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在收集潜在客户信息早期，你曾让顾客提问你常规以外很有技术性的问题吗？

How about outrageous requests regarding capabilities
or service?
那些关于公司能力或服务的过分要求，怎么样？

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我常看到销售员自己绊倒自己，因为他们不知道如何回答，或因为他们无法提供潜在客户要求的服务。

They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们道歉而且制造借口，有时候看起来仿若大傻，因为他们认为潜在客户要求的是实质需求。

Clearly not the situation you want to find yourself in.
清清楚楚，不是你想要的情形。

Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么有人问这些问题？有时是因为他们可能真的担心和感兴趣于你提供服务，或满足特殊技术要求的能力；其它的情况是因为他们可能利用策略，贬低你的服务，或挂断你的电话。

To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
要确定要求的准备动机，你需要提问“检测问题。”检测问题帮助你测试出那信息对询问者有多重要。而询问者所作的回应显示出，你准备回答问题有多重要、有多紧急。

For example,
例如，

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
潜在客户：“这会带来经验费率为99.9%的镀金的左手适配器吗？”

Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
销售员：“呃~~~在决策过程中这个问题对你很重要吗？”

After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
提问“探测问题”后，你需要对可能的回答做好准备。很多情况下，他们会说，

"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“不是很重要，但是我好奇，”这样意味着你好像可以掩盖顾客的要求。要是他们回答说很重要，你要提问更多的问题，确定要求有多重要，反过来，你就需要好好地思考如何回答他们的要求。

Here are other examples of "check questions."
这里另外有些“检测问题”的例子。

After an outrageous request for service,
过分的要求服务后，（可以这样问）

"How often do you run into those type of situations?"
“您多久陷入一次那些类型的情形？”

"How often do you need that type of service?"
“您多久需要一次那类服务？”

"Are you getting that service now? How much extra are
you paying for it?"
“您现在获得那种服务吗？您要额外支付多少费用？”

After nit-picky technical questions,
发难性的技术要求后，

"Wow! Just out of curiosity, how are you going to use
that information?"
“哇！仅出于好奇，您使用那些信息情况怎么样？”

"Hmmmm. What will you be comparing those figures to?"
“呃        ~~~。您会将那些数据与什么做比较？”

By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过使用这些问题，你会从顾客，工程商和试图使你慌乱并令你低人一等的人那里分别出真诚的要求。

Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
行动步骤
思考你得到的类似的问题或要求。然后，动脑筋想你怎么回答问题以确定他们的问题到底有多重要。

__________________________________________

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
本周引言
“去成就你可能取得的成就，永远不太迟。”----伊略特

Go and Have Your Best Week Ever!

Art

评论

THIS WEEK'S TIP:
Handling the Questions You Don't Have Answers For
处理你没有准备答案的问题
Greetings,
欢迎大家
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这里与一个例子说一下我是如何和一位销售高端特制定位产品的高科技公司的销售经理交谈的。
Things were progressing smoothly--I thought anyway.
事情进展的很顺利。至少我是这样想的。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我看起来确实有他在找的想在他的国际销售会议上使用的关于电话展望演示产品。
Then he asked a question, that at first, caused
my heart to sink.
然后他问了一个问题，一开始，让我的信心往下沉。
"Now, who else have you worked with that sells
a similar product?"
“现在，你还和谁合作销售类似的产品？”
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
我在过去的24年中主持过1000种销售会议，在每个企业实践操作

每一个存在的销售模型。
But not in this one.
但没有在这个（模式）。
I didn't know if there WAS a company that sold
a similar product.
我不知道是否有那么一个公司在出售类似产品。
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但比起变成一个咯咯笑的，胡说八道的傻瓜，试图听起来很聪明，但

知道对这个问题的回答无用，我的训练起作用了。
I was actually prepared for this moment.
我就是准备着这样的时刻。
I paused, and realized that might, or might
not have been an important question for him.
我停了一下，认识到这可能对他来说是或者不是一个很重要的问题。
So I asked,
所以，我问
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
你是想问我是否在做一个类似的目标产品，卖给类似的采购商？

还有，这个买卖中你占了多少？
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他答到，“我知道没有多少像我们一样的公司。我只是好奇。你看起来

有我们想要的东西”
Done deal. Sale made. The question went unanswered.
成交。买卖做成了。问题没有回答。
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
在每天类似的情况中，销售代表们碰到他们没有准备的问难，事实也并不重要，

但去尝试去回答却弄得一团糟。还有有可能丢到一个做买卖的机会。
So here's the sales point for this week:
那么给出本周的销售要点。
Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在早前与目标客户在信息收集的阶段，你碰到过他们问非一般的特别的技术问题吗？
How about outrageous requests regarding capabilities
or service?
比如无礼的性能或者服务方面的要求？
I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常看到销售代表们犯错误因为他们不知道答案，或者因为他们

无法提供目标客户要求的服务。
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们为此道歉，或者找借口，某种程度上看起来像一个十足的傻瓜。

因为他们认为目标客户要求的是一个必须达到的目标。
Clearly not the situation you want to find yourself in.
很显然不是你想陷入的困境。
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么人们问这些问题呢？有时他们可能很真诚的关切和对你的提供的

服务的能力感兴趣，或者碰到某个不一般的技术要求。另一些情况，他们

可能使用把戏或者轻视你的服务或者在电话中让你退却。
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
为了确认请求的准确动机,你需要问”确认问题”.确认问题帮助你

判断对提出请求着来说信息的重要程度。回答表示了你需要准备

你的答案的重要程度和紧急程度。
For example,
比如，
Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
目标客户：“伴有一个带99.9%经验定额的用左手的镀金的适配器吗?”

(???不懂啊不懂)
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
销售代表;”Hmmmmmm.这在决策过程中是你主要的主要关注点吗？”
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
在你提出“确认问题”后，你要为可能的回答做好准备。很多情况下，他们会说，
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“不完全是，但我有点好奇”因此这意味粗略的应对要求。如果他们说答案很重要，

那你要问更多的问题来确认这些请求到底有多挑剔，从而知道你需要怎么回应他们的请求。
Here are other examples of "check questions."
这是“确认问题”的其他的例子
After an outrageous request for service,
在一个极无礼的服务请求提出后，
"How often do you run into those type of situations?"
“你多久会碰到一次这样的情况？”
"How often do you need that type of service?"
“你多久需要一次这样的服务？”
"Are you getting that service now? How much extra are
you paying for it?"
“你现在接受着这样的服务吗？你额外的花费是多少？”
After nit-picky technical questions,
在一些无用且挑剔的技术问题提出后，
"Wow! Just out of curiosity, how are you going to use
that information?"
“Wow！仅仅出于好奇，你准备怎样使用这个信息？”
"Hmmmm. What will you be comparing those figures to?"
“Hmmm.你打算用这些数字和什么数据比较？”
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过使用这些问题，你可以从购买商，货摊主和那些试图

愚弄你和使你低下的人中分出真诚的请求。
Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.

行动

想象你碰到的类似的问题。

然后，好好想想你可以做出回答的问题来决定

他们这些问题到底重不重要。
__________________________________________

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
“变成你可能成为的样子，什么时候都不会晚”---乔治
Go and Have Your Best Week Ever!

Art

[ 本帖最后由 uniqueico 于 2007-12-20 18:19 编辑 ]

评论
THIS WEEK'S TIP:
本周话题：
                                                                        
Handling the Questions You Don't
Have Answers For
处理没有答案的问题

Greetings! 大家好！

Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这里有一个例子，关于我如何处理与一家专营高科技产品的公司的销售经理的电话。

Things were progressing smoothly--I thought anyway.
事情进展的很顺利----我这样想。

I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
看起来我正好有他需要的东西,关于电话销售预测，他想在全国销售会议上介绍。

Then he asked a question, that at first, caused
my heart to sink.
然后他问了一个问题，最初，我的心往下一沉。

"Now, who else have you worked with that sells
a similar product?"
“您与其他卖同类产品的公司合作过吗？”

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年里我已经举行过1000多次的培训会议，几乎与每一家企业都有合作，每个行业都有自己的销售模式。

But not in this one.
但是这一家除外。

I didn't know if there was a company that sold
a similar product.
我不知道是否有公司出售同类产品。

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
然而，我没有叽叽咕咕的、装模作样的，试着让人觉得自己无所不知，根据我自己的经验，这个问题是无法回答的。

I was actually prepared for this moment.
我为这一刻做好了充足的准备。

I paused, and realized that might, or might
not have been an important question for him.
我停顿了下，意识到这个问题对他可能很重要，抑或不重要。

So I asked,
因此我问道，

"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“您是问我是否与使用类似销售模式的公司合作过，卖给经营同类产品的公司？对您而言这个产品需要多少钱？”

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答，“我知道像我们这样的公司不多，我只是很好奇，您好像有我们需要的东西。”

Done deal. Sale made. The question went unanswered.
交易成功，但问题并未解决。

In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
推销员们每天都会遇到类似的情形，被问到没有准备的、实际上并不重要的问题，并且竭尽全力试图找到答案。其结果是可能毁掉他们的销售良机。

So here's the sales point for this week:
因此，本周销售要点如下：

Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在收集潜在客户信息早期，你曾被提问过平常未曾遇到过的很有技术性的问题吗？

How about outrageous requests regarding capabilities
or service?
那些关于能力或服务的不合理的要求呢？

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我常常看到销售员说话支支吾吾，因为他们不知道如何回答，或因为他们无法提供客户要求的服务。

They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们道歉并找借口，有时候看起来傻乎乎的，因为他们认为潜在客户提出的是实质需求。

Clearly not the situation you want to find yourself in.
无疑，你不希望自己遇到这种情形。

Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么有人问这些问题？一种情形是，他们可能真心的对你提供的服务或特殊技术要求的能力感兴趣；另一种情形是，他们可能在战术上藐视你的服务从而挂断你的电话。

To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
要确定提问动机，你需要提出”检测问题”，它能帮你衡量那些信息对提问者的重要性。而提问者的回答能帮你判断你准备回答的问题的重要性和紧迫性。

For example,
例如，

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
潜在客户：“左手用的适配器它的费率是99.9%吗？”

Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
推销员回答：“嗯，他对你作出决定很重要吗？”

After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
提过“检测问题”后，你需要对可能性回答做准备。很多情况下，他们会说，

"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“不是的，但是我很好奇”，这样意味着你可能掩盖顾客的要求。若信息将对他们很重要，你要提问更多的问题来确定这个要求的重要性，否则，你就要考虑如何回答他们的问题。

Here are other examples of "check questions."
这里有一些其他关于“检测问题”的例子。

After an outrageous request for service,
在被问到过分的服务要求之后，

"How often do you run into those type of situations?"
“您隔多久会遇到这样的情形？”

"How often do you need that type of service?"
“您多久需要一次这样的服务？”

"Are you getting that service now? How much extra are
you paying for it?"
“您现在享受了那种服务了吗？为那种服务您要额外的付多少钱呢？”

After nit-picky technical questions,
在被问到过分的技术问题之后，

"Wow! Just out of curiosity, how are you going to use
that information?"
“噢，仅仅是好奇，您将怎样处理这些信息呢？”

"Hmmmm. What will you be comparing those figures to?"
“嗯，您会拿这些数据和什么做比较？”

By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过这些问题，你会从采购商，货摊主以及试图使你陷入困境并令你难堪的人中分辨出真正的买家。

Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
行动步骤：
思考你得到的类似的问题或要求。然后，迅速给出你的答案来确定他们的问题是否真的很重要。
__________________________________________

QUOTE OF THE WEEK
本周名言：

"It is never too late to be what you might have been."
“有梦想永远都不晚。"

George Elliot
乔治•艾略特

Go and Have Your Best Week Ever!

ArtTHIS WEEK'S TIP:
本周话题：

Handling the Questions You Don't
Have Answers For
处理无法得到答案的问题

Greetings,
大家好，

Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这是一个我自己做销售时与一位高科技公司的销售经理的谈话。这个公司销售一种专业性比较强的产品。

Things were progressing smoothly--I thought anyway.
不管怎样，我认为谈话进行的还是很顺利。

I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我似乎已经准确的预测出他想找寻关于在自己销售会议上关于电话销售的发言。

Then he asked a question, that at first, caused
my heart to sink.
之后，他问了我一个问题。而我在听到这个问题的时候，心都凉了。

"Now, who else have you worked with that sells
a similar product?"
”你现在服务的其他公司，有哪一家在销售类似的产品？“

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年里，我做过上千次的培训。事实上，对于每种公司及每种销售模式都有进行过培训的服务。

But not in this one.
但不是这一种。

I didn't know if there WAS a company that sold
a similar product.
我不知道是否有一家公司也在卖相同的产品。

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是并不是要做出假笑、装傻的样子，而是试着聪明的回答这个问题。同时也知道这个问题时，从培训的角度，不值得回答。

I was actually prepared for this moment.
我确实有为这一时刻做了准备。

I paused, and realized that might, or might
not have been an important question for him.
我停下来想了一下，意识到这个问题对于他来说有可能是个重要的问题，但也可能不是。

So I asked,
所以我问，

"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
”你是问我是否有为相同的预期模式，卖着相同决定的制造商培训过吗？这个问题对你有多重要呢？“

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答，”哦，我知道没有几家向我们这样的公司。仅仅是好奇。你似乎有我们想要的东西。“

Done deal. Sale made. The question went unanswered.
生意做成了，销售成功了。这个问题仍没有答复。

In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天，在类似的情况下，销售日人员从客户那里得到他们没有预计准备的问题。而这些问题也不是什么重要的问题。但是他们总是试着去回答。而且似乎损害到他们销售的机会。

So here's the sales point for this week:
所以这个就是本周的销售点：

Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
早期的信息预期搜集阶段，你是否也就经历过他们问你非常极端的、非常规的技术问题？

How about outrageous requests regarding capabilities
or service?
这些无理要求和服务及能力有怎样的联系呢？

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我常见到销售人员被他们自己绊倒。因为他们不知道答案，或者他们没能力提供要求的预期服务。

They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们道歉并在一些场合找借口，就向一个傻瓜，因为他们认为那些问的问题肯定是一个具体的要求。

Clearly not the situation you want to find yourself in.
清楚知道的并不是你所处的境地。

Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
人们为什么问这些问题？有时，他们可能是对你能否提供这种服务的能力感兴趣，或者是为了满足一种不常规的技术要求。其他一些场合。他们也可以用战术来轻视你的服务或者让你终止电话的谈话。

To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
要确认问此问题的准确动机，你需要问“核实此问题”。核实问题帮助你确认此问题对于询问人的重要程度及紧急性并准备如何回答此问题。

For example,
举例说明，

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
预期：“那个产品能够和99.9%的适合左撇子镀金变压器一起用吗”

Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
销售代表回答：“嗯......。对于你来说做此决定很重要吗？”

After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
在你“核实此问题”时，你需要准备预期答案。在很多场合，他们会说

"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“不是，我只是好奇，“，因此意味着你需要掩盖这个问题。 如果他们回答这个问题对于他们很重要，你就需要问一些问题来确认这个问题有多重要，依次，你需要解决他们提出的问题。

Here are other examples of "check questions."
如下时其他的”核实问题“的例子。

After an outrageous request for service,
在一个对于服务的无理要求后，

"How often do you run into those type of situations?"
”你多久会遇到一次这样的情况？“

"How often do you need that type of service?"
”你多久需要一次这样的服务？“

"Are you getting that service now? How much extra are
you paying for it?"
”你现在得到这种服务了吗？为此额外付费是多少？“

After nit-picky technical questions,
在过分强求技术问题后，

"Wow! Just out of curiosity, how are you going to use
that information?"
”哦！仅仅是好奇，你打算怎么运用此信息？“

"Hmmmm. What will you be comparing those figures to?"
”嗯，你对比这些数据是因为什么呢？“

By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
用这样的问题，你可以找出这些来自想是你慌乱及处于劣势的购物者，卖货摊人及其他人他们真正的问题。

Action Step
行动步骤

Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
想想你已经遇到的此类问题及要求。之后，把这些问题放在一起，你就可以看出哪些问题是真正重要的。
__________________________________________

QUOTE OF THE WEEK 本周引言
"It is never too late to be what you might have been."
George Elliot
”成为你想成为的人，永远都不晚。“
Go and Have Your Best Week Ever!
去享受精彩的一周吧！
Art
阿特

评论
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
如何处理那些你无法回答的问题
Greetings,
大家好
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这个有个例子，我如何通过电话跟某高科技公司的的销售经理谈论销售专业产品的例子。
Things were progressing smoothly--I thought anyway.
我原以为，无论如何，事情进展得都会比较顺利的。
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我似乎知道他想要找的东西，是在国家销售会议上的有关电话销售的陈述。
Then he asked a question, that at first, caused
my heart to sink.
而后，他提了个问题，我的心一下子沉了下去。
"Now, who else have you worked with that sells
a similar product?"
“现在，你和谁在销售这种类似的产品”
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年多的时间里，我成功的完成了1000多个销售会议，和每一个行业的每一种销售典范都合作过。
But not in this one.
但这一个不是。
I didn't know if there WAS a company that sold
a similar product.
我不知道是否有（其他的）公司出售这种产品。
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是，我没有装傻，而是试图听起来更智慧一些。但是我知道，关于这个问题的回答上我是失败的，我的培训也被一脚踢开了。
I was actually prepared for this moment.
这个时候我真的应该好好准备下。
I paused, and realized that might, or might
not have been an important question for him.
我停顿了一下，意识到，可能会有一个大问题要给他。
So I asked,
因此我问到
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“你是再问，我是否与销售同类产品的人员合作过吗。这样的回答对你的价值大吗？”
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答到：“噢，我知道像我们这样的公司并不多。我只是好奇而已。你似乎有我们想要的东西”
Done deal. Sale made. The question went unanswered.
买卖成功。问题却无法回答。
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天在相同的销售形势下，销售人员会碰到很多他们没有准备的问题，无论怎么说他们都不是很重要。但是如果抛开他们直接去回答，可能会破坏很多销售机会。
So here's the sales point for this week:

Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
早在收集信息的那段时间，他们问过你一些专业性的技术问题吗
How about outrageous requests regarding capabilities
or service?

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我通常看到销售人员在这些问题面前困惑了。因为他们不知熬怎么去回答，或者他们不能提供潜在客户要求的服务。
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
她们一个劲的道歉。          因为他们认为，客户所要求的是一个固定的需求。
Clearly not the situation you want to find yourself in.
没有搞清楚你自己的位置。
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么人们会问这些问题？在有些场合中，他们可能很亲切，并且对你提供服务的能力或满足某一个技术方面的要求感到很有兴趣。在其他的一些案例中，他们可能使用一些策略轻视你的服务，或者让你挂掉电话。
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
问了断定客户要求的精确动机，你需要去“核实问题“。“核实问题“有助于你了解信息对于询价者的重要性。你应该准备好关于重要性和紧急性的答案.
For example,
例如：
Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
潜在客户：“附带着左手金器适配器。。。。”
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
销售人员：“厄。。。那是你你下结论的进程”
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
“核实问题”结束后，你需要去准备下可能的答案。在很多情况下，他们都要说
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“真的不是这样，但是我很惊奇”，因此这对你来说，可能曲解了要求。如果他们回答说，信息非常重要，你就要去问更多的问题以此断定客户要求的重要性，反之，你需要明确怎么满足这些需求。
Here are other examples of "check questions."
这里是“核实问题“的另一个例子
After an outrageous request for service,
在一个无理的服务要求之后，
"How often do you run into those type of situations?"
“多久你会碰到这种情况”
"How often do you need that type of service?"
“多久你会需要这种服务呢”
"Are you getting that service now? How much extra are
you paying for it?"
“你现在有那种服务吗？你会为此额外花费多少呢”
After nit-picky technical questions,
问过一些吹毛求疵的技术问题之后，
"Wow! Just out of curiosity, how are you going to use
that information?"
“哦。不要惊奇了，你怎样去利用那些信息呢”
"Hmmmm. What will you be comparing those figures to?"
“厄。。。你会把他们和什么做对比呢”
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过这些问题，你可以分类出单个买家，分销商或者是给你制造麻烦的人。

Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
行动步骤：
想一想你得到的类似的问题或要求。然后，疯狂的思考断定问题的重要性。
__________________________________________

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
“只要能意识到，什么时候都不晚”
George Elliot

Go and Have Your Best Week Ever!

Art

评论
你怎么这么厉害啊   好多话我都不知道翻译哦   你都能自己用口语讲出来  服了你  太厉害了
you are really something!

评论
大家好，
给一个例子,我是怎样电话销售的,在一个高科技的公司与一个销售经理的谈话,销售一种专门的,适当的产品.
事情正顺利的进行-----我想无论如何.
我似乎已经确切地知道他在寻找什么,他想在国家销售会议上的一个关于电话的探讨介绍.
当时他问了一个问题,起先,让我的心一沉.
“现在,谁曾经工作过,卖过类似的产品?”
在过去的二十四年,我已经做了1000多个训练会议,事实上在每个行业工作过和他们有的每个销售模式.
但是不是这一种.
我不知道是否这个公司是卖类似产品的.
但是替代转向为一个装模作样的傻子,试着听起来聪明的,包括我自己的训练在内,知道对这样的问题的回复是无用的.
我实际上在准备为这一刻.
我暂停了,意识到了可能或不可能对他是一个重要的问题.
因此我问,
“你是问是否我有工作在这种类似的探讨模式,对类似的制作者销售?,那对你一个问题多钱?”
他回答,“我知道不是许多公司都像我们这样的,我就是好奇,你似乎已经知道我们想的是什么.”
做交易,做销售,这个问题没有回复。
每天在类似的形式的下,他们没准备为这些问题,总之真正的是不重要的,但是他们将他们自己放在这些问题里在一个意志中来回答.可能破坏他们在销售中的机会.
因此给你这周的销售点:
很早在信息收集是一个期望,你曾经让他们回答你非常技术性的问题是不寻常的?
蛮横的要求关于能力或服务怎么样?
我常常看绊倒所有人因为他们不知道答案,或者因为他们是不能这方面所要求的服务.
他们道歉和找借口和在一些案例看起来像一个总的因为他们认为正在寻求的期望是一个固体的需求.
你想找到你自己在这种形式下是不清晰的.
为什么人们会问这样的问题?在这种场合,他们可能是真诚的关心和感兴趣你有能力提供这种服务,或满足某种不寻常的需求.在另外的案例,他们也许使用战术来轻视你的服务,或挂断你的电话.
为了决定这种需求的准确动机,你需要问“核对信息帮你测量这个信息对这询问的人是多重要的。这回复指示是多重要和紧急的你应该准备你的回答。
例如，
“你能用一个经验率在99。9%的惯用左手的镀金者吗？”
“恩，那将是一个专业关系到你是否决定进步？”
核对信息后，你将需要准备一切的回答。在许多安全中，他们将说，
“不是真正的，我是好奇的，”因此意味着你可能曲解这种需求。如果他们回复这个信息是重要的，你将想问更多的问题来决定刚才的需求是多么关键的，相反，你将需要考虑怎样回答他们的需求。
给你其他的例子“核对问题。”
一个蛮横的需求在服务后，
“你运行这种形势多久一次？”
“你需要这种类型的服务多久一次？”
“你现在正得到这种服务了吗？额外的报酬是多少？”
一些吹毛求疵的问题之后，
“哇！失去好奇心，你打算怎样用这些信息？”
“恩，你将和什么比较他们的数量？”
用这些问题，你将从购物者，货摊中挑选出真诚地需求，人们他们是正试着混乱你，让你看起来更自卑。
行动步骤：
想类似的你得到的问题或需求，集体讨论这些问题你可以回复决定他们的问题真正是多重要的。

评论
THIS WEEK'S TIP:
本周小技巧
Handling the Questions You Don't
Have Answers For
Greetings,
处理你在问候中不能回答的一些问题
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
以我和一个从事高科技产品的销售经理电话沟通为例
Things were progressing smoothly--I thought anyway.
我个人认为事情进行得还可以
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我认为似乎我知道他在寻找什么
Then he asked a question, that at first, caused
my heart to sink.
接着他问了一个问题，使我第一次心里沉重
"Now, who else have you worked with that sells
a similar product?"
“现在谁还和你一起在销售同样的产品？”
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年里我做过1000次这样的培训，从事过不同的行业和不同的销售模式。

But not in this one.
唯独这种模式
I didn't know if there WAS a company that sold
a similar product.
我还不清楚是否有其他公司也在销售相同的产品。
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
我表现得不是装笑，傻傻的沉默，尽量听起来很理智，但是要知道对这个问题作出反映是于事无补的。
I was actually prepared for this moment.
此刻我也在思考
I paused, and realized that might, or might
not have been an important question for him.
稍微停了一下，然后意识到可能，只是可能这个问题对他并不重要。
So I asked,
接着我问道：
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“你问我如果还有其他人跟我一样销售相同的产品？ 那么这个问题对你意味着什么？”
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答到：“噢，我知道没有什么公司像我们一样，只是好奇而已，你说的似乎就是我所需的。”
Done deal. Sale made. The question went unanswered.
成交！这个问题没回答。
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天在相同的情形之下，会有很多问题都是没有准备的，而且也不是很重要，所以有时可以不必回答它，当然也有可能在销售中影响谈判。
So here's the sales point for this week:
因此本周的销售技巧：
Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
做到未雨绸缪，你有事先想过那些超乎常规的技术性问题吗？
How about outrageous requests regarding capabilities
or service?
那些鉴于能力和服务方面的刁钻问题呢？
I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常会看见那些被问到无话可说的人，因为他们不知道如何回答或是根本不提供所问到的那项服务。
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
某种情况下他们会道歉或解释看起来完全doofus，在他们看来别人问的问题是非回答不可的。
Clearly not the situation you want to find yourself in.
你要清楚，并不是所有的情况你都了解的。
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么人们会问这样的问题？有时，他们可能会很关心你们的服务能力，又或遇到一些异常的技术要求。其他情况下，他们是在运用战术来轻视你的服务或让你知难而退。
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
首先你要清楚要求的动机是什么，
For example,

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
“…….”
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
“嗯….那是你在做决定的过程中最关心的事？”
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
你清楚问题后，你就要考虑可能的答案；
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
在许多情况下，他们会说“其实也不是，我比较好奇”，因此你可以忽略这个问题。如果他们回答说这个问题很重要，你可以再问更多的问题来判断这个问题到底有多重要，这样你就可以知道该如何回答他的问题。

Here are other examples of "check questions."
这有些例子：
After an outrageous request for service,
当受到服务方面的无礼请求时
"How often do you run into those type of situations?"
“你们多久会遇到这种情况？”
"How often do you need that type of service?"
“你们多久会需要这样的服务？”
"Are you getting that service now? How much extra are
you paying for it?"
“你现在就要吗？额外要服多少？”
After nit-picky technical questions,
技术性的问题
"Wow! Just out of curiosity, how are you going to use
that information?"
“噢！只是出于好奇心，你在意吗？”
"Hmmmm. What will you be comparing those figures to?"
“嗯，，你会拿来对比吗？”
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过这些问题，你就可以很轻松的回答那些购物者，货主及想要戏弄你，让你难堪的人了。

Action Step
行动篇
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
想想你遇到的相同问题或请求，然后灵机一动你就能反映出来这些问题到底重要与否。
__________________________________________

QUOTE OF THE WEEK
本周引言
"It is never too late to be what you might have been."
“只要心中有理想，时间永远都不会晚！”
George Elliot
乔治艾略特
Go and Have Your Best Week Ever!
去享受你最好的一周吧！
Art

评论
老师呢？


[ 本帖最后由 wenlongqiqi 于 2007-12-27 23:30 编辑 ]

评论
怎么 还没更新呢 都半个月了~~~

评论
到底怎么了阿  大家都等着呢

评论
http://bbs.shanghai.com/thread-909324-1-1.html

评论
怎么没有答案呢？老师呢？

评论
这一期的答案呢????????????????????/

评论
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
本周贴士：
如何处理你无法回答的问题

Greetings,
大家好！

Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
下面是一个我怎样与一位专业化的高科技公司的销售经理电话交谈的例子。
这有个例子是我怎样电话推销的，是针对销售非常专业化产品的高科技公司的一位销售经理。

Things were progressing smoothly--I thought anyway.
事情进展顺利—我认为。
事情进展顺利 – 至少我认为如此。

I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
通过其年度销售会议上的电话讲话我认为我们的产品正好符合对方的需求。
看起来，我正好有他正在寻找的、他想要的、在他的全国销售会议上的关于电话找客户的讲演。（逐字翻译）

Then he asked a question, that at first, caused
my heart to sink.
然后他问了一个问题，正式这个问题让我心情沉重起来。
然后他问了一个问题，这问题立马让我心儿一沉。

"Now, who else have you worked with that sells
a similar product?"
“现在请问，你们和哪家销售这种类似产品的公司合作过?”

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年中我才加过超过1000次的培训课程，曾经在各行业与形形色色的业务员工作过。
过去24年里我做过一千多次的培训课程，几乎包括（世面上）已有的所有行业和销售模式。

But not in this one.
但却不是这一个。

I didn't know if there WAS a company that sold
a similar product.
我当时不知道是否有卖类似产品的公司存在。

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是为了尽量避免结结巴巴，使回答听起来明智却跟答案不是那么关联，我自己的培训开始发挥作用了。
但是，我自己的培训发挥了作用，而不是成为一个结结巴巴、颠三倒四的傻瓜妄想有美妙的回答，实际却完全落空。

I was actually prepared for this moment.
其实我应经为此做出了准备。
其实，我已经为这个时刻做好了准备。

I paused, and realized that might, or might
not have been an important question for him.
So I asked,
我停了一下，想那个问题对于他来说可能重要也可能不重要，所以我问道：

"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
“您问我是不是曾跟类似公司合作，卖给决策人类似的产品？请问那个对您重要吗？”
“您问我是不是曾经经历过类似的寻客户模式、卖给类似（贵公司的）决策者？请问这个对您是很重要的一个因素吗？”

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答说：“啊，我知道像我们这样的公司不多。我只是有点好奇，你们好像有我们想要的产品。”

Done deal. Sale made. The question went unanswered.
交易结束，销售成功。这个一直问题没有回答。

In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天都有这样的情形，推销员碰到很多没有准备的问题，其实这些问题并不重要，然而他们却用尽浑身解数得去回答。这可能使其丧失销售机会。

here's the sales point for this week:
下面是本周销售重点：

Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在信息收集阶段，你是否碰到过客人问一些极端的技术难题呢？
在信息收集阶段，你是否碰到过客人问一些罕见的、非常技术性的问题呢？

How about outrageous requests regarding capabilities
or service?
如何面对客人对我们能力和服务方面的无理要求呢？

I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for.
我经常看到推销员因为不知道答案或者因为不能为客人提供相应的服务而吱吱唔唔。

They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们像傻子一样道歉或找各种借口就是因为感觉客人的问题是一项必须的要求。
他们或道歉或找借口，有时看来就象个大傻冒，因为他们以为客人的要求就是实在需要的。

Clearly not the situation you want to find yourself in.
大家当然不想自己碰到这样的情况。

Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么这样问呢？ 有时客人是真的想知道你的服务水平，或者是否能满足一项不寻常的要求。但也有时候，他们是故意贬低你的服务或者想让你别再打电话给他。

To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
确定对方的动机你就要去问“试探性问题”。这个问题让你知道客人询问的信息是否重要。客人的回应可以判断你的答案的紧急性和重要性。

For example,
比如，

Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
客人：左手边是否有一个镀金的速率99.9%的适配器？

Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
推销员：啊，请问这个对于您的决策很重要吗？

After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
试探性问题问完后，你就需要准备可能的答案了。在很多情况下，他们会说

"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request.
“也不是，我只是好奇”，也就是说你可以对这个问题不用太在意得回答。如果他们回答这个信息很重要的话，你可以继续问问题判断到底重要性有多大，并且想办法回答问题。
gloss over 马虎过去，忽略

Here are other examples of "check questions."
下面是试探性问题的另外一些例子。

After an outrageous request for service,
碰到无理要求时，

"How often do you run into those type of situations?"
“您多久会碰到这种状况”

"How often do you need that type of service?"
“您多久需要这种服务”

"Are you getting that service now? How much extra are
you paying for it?"
“您有得到过这种服务吗？您额外付多少”

After nit-picky technical questions,
碰到挑剔的技术问题时，

"Wow! Just out of curiosity, how are you going to use
that information?"
“哇！只是好奇而已，您打算怎么利用这个信息”

"Hmmmm. What will you be comparing those figures to?"
“啊，您打算怎么比较这些数字”

By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
通过这些问题，你就可以区分这些来自店主、摊主的问题，他们是不是想要来扰乱你使你陷入被动。
通过问这些问题，你就可以找出真正的要求，而其它是些试探价格的、拖延的、或是些试图扰乱让你显得低等的人。

Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
__________________________________________
付诸行动
想想你碰到的类似问题，想办法判断他们问题的重要性
想想你碰到的类似问题，然后，用头脑风暴法来对付这些问题并判断他们的问题究竟多重要。

QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
本周引言
梦想永不过时
乔治，艾略特

Go and Have Your Best Week Ever!
去拥抱你最棒的一周
Art
阿特

[ 本帖最后由 bruce1 于 2008-2-7 22:36 编辑 ]

评论
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
这个星期的技巧
如何处理你不知道答案的问题
Greetings,
大家好
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
以下是我和一家高科技公司专门销售尖端，高科技产品的销售主管的电话谈话
Things were progressing smoothly--I thought anyway.
事情正正常的发展着 我想
I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting
我似乎正正确的按照他所想的符合他们国家销售会议的方式进行着电话介绍
Then he asked a question, that at first, caused
my heart to sink.
但自从他问了一个问题之后，我的心凉了下来
"Now, who else have you worked with that sells
a similar product?"
与你合作的还有销售相似产品的人吗
I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
在过去的24年里我至少经历过1000次关于各种行业销售模式的训练
But not in this one
但这个没有
I didn't know if there WAS a company that sold
a similar product.
我不知道是否有个公司销售相似的货物
But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
当想到装着自己很懂尽量用自认为聪明的语言去回答这个问题是错误的，我知道我的专业训练没用了
I was actually prepared for this moment
我已经做好了准备
I paused, and realized that might, or might
not have been an important question for him.
我停了一下，意识到这可能是或者不可能是个重要的问题对他来说
So I asked
于是我问道
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
您是再问我是否曾经用这样的谈话方式做出相似的销售决定，而你能从中获得多少收益吗？
He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答道 象我们这样的公司并不是很多，我只是很好奇，你看起来像知道我们需要什么
Done deal. Sale made. The question went unanswered.
妥当的处理。销售完成。问题变得没有答案
In similar situations every day, reps get questions
that they are not prepared for, and really aren't that
important anyway, but then throw up all over
themselves in an attempt to answer. And probably
damaging their chance at a sale.
每天都会出现相似的情形，遇到没有准备的问题，但这些问题总不是最重要的，于是将自己所有的知识拿来去试着回答这些问题，这种情况有可能会破坏他们的销售机会
So here's the sales point for this week:
这周的销售技巧是
Early in the information-gathering phase with a
prospect, have YOU ever had them ask you extremely
technical questions that were out-of-the-ordinary?
在信息收集的前期，你是否让他们问你一些非常技术性的，超过常识的问题
How about outrageous requests regarding capabilities
or service?
关于性能或服务方面那些令人难以接受的请求呢？
I often see reps stumble all over themselves because
they don't know the answer, or because they are
unable to provide the service the prospect asks for
我经常见到销售人员会磕磕吧吧的回答因为他们不知道答案或者他们不能够提供给客户所需要的服务
They apologize and make excuses and in some cases
look like a total doofus because they thought that
what the prospect was asking for was a solid
requirement.
他们道歉找借口在某些情况下看起来就像个完全没有社会经验的傻瓜，因为他们认为客户的需要都是必须的
Clearly not the situation you want to find yourself in.
很明显这不是你自己能力适合的状况
Why do people ask these questions? On occasion, they
might be sincerely concerned and interested in your
ability to provide the service, or to meet a certain
unusual technical requirement. In other cases, they
might be using tactics to belittle your service, or
get you off of the phone.
为什么人们会提出这样的问题呢？一个原因是，他们也许是真诚的希望你有能力去提供这方面的服务或者需要询问下一个专业的技术方面的问题。
另一个方面呢，这是他们的一种策略，用来拒绝你的服务或者使你挂掉电话
To determine the precise motivation for the request,
you need to ask "check questions." Check questions
help you to gauge how important the information is
to the inquirer. The response dictates with how much
importance and urgency you should prepare your answer.
为了准确的确认提问的动机你需要问一些测试问题，测试问题将帮助你衡量这个问题对提问者来说的重要性，回答将会帮助你你要紧急或重要的来准备你的回答
For example
举个例子
Prospect: "Does it come with a left-handed gold-plated
adapter with an Experience Rating of 99.9%?"
询问者这是一个由纯度为99.9%的镀金做的适合左撇子的适配器？
Sales Rep: "Hmmmm. Will that be a major concern of yours
in the decision making process?"
销售员 恩~这是您下决定前所主要关注的吗
After your "check question," you'll need to be prepared
for the possible answers. In many cases, they'll say,
当你问完测试问题后，你应该准备询问者可能的答案，在一些情况下他们会说
"Not really, but I was curious," therefore meaning you
could likely gloss over the request. If they answer that
the information will be important, you'll want to ask
more questions to determine just how critical the request
is, and in turn, you'll need to figure out how to answer
their request
哦不仅仅是我好奇而已，这就意味着你可以不直接回答这问题，如果回答说这个问题很重要，你应该问更多的问题来确定这个问题的临界点在哪，然后 你需要去找出解决问题的方法
Here are other examples of "check questions."
这里有另外一个关于测试问题的例子
After an outrageous request for service,
在一个令人难以忍受的关于服务的提问后
How often do you run into those type of situations?
你多长时间遇到一次这种情况呢
"How often do you need that type of service?"
您多长时间需要一次这种服务呢
"Are you getting that service now? How much extra are
you paying for it?"
现在您拥有这项服务吗 您为这项服务额外的支付了多少呢
After nit-picky technical questions,
在那些吹毛求疵的问题之后
"Wow! Just out of curiosity, how are you going to use
that information?"
恩 只是出于好奇心 你准备怎么用这些信息呢
"Hmmmm. What will you be comparing those figures to?"
恩 您用那些数据比较出什么呢
By using these questions, you'll sort out the sincere
requests from the shoppers, stallers, and people who
are trying to fluster you and make you look inferior.
运用这些问题，你就能挑选出哪些购买者是真诚的想买 哪些只是想让慌张使你不知所措
Action Step
Think of the similar questions or requests that you get.
Then, brainstorm the questions you can respond with to
determine how important their question really is.
规划为行动就是
想想你们得到的相似的提问或请求然后然后集体讨论下就能知道你需要回答的那个问题的重要性了
QUOTE OF THE WEEK
"It is never too late to be what you might have been."
George Elliot
本周引用名言
只要想做永远都不会太迟
乔治 伊力特
Go and Have Your Best Week Ever!

Art
祝周末愉快

[ 本帖最后由 yujianlinfeng 于 2008-2-8 19:24 编辑 ]

评论
THIS WEEK'S TIP:
Handling the Questions You Don't
Have Answers For
本周专题:处理你尚未解决的问题
Greetings,
问候
Here's an example of how I was on my own sales
call, talking with a sales manager at a high-tech
firm that sold a highly specialized, niched product.
这是一个关于我自己电话营销的例子.是我与一位在高端技术公司做专业产品销售的销售经理的交谈.

Things were progressing smoothly--I thought anyway.
总之,我认为事情进展得非常顺利.

I seemed to have exactly what he was looking for
regarding a telephone prospecting presentation he
wanted at his national sales meeting.
我似乎正好拥有他所需要的产品,并按他的意思在国内销售会议上做了介绍.

Then he asked a question, that at first, caused
my heart to sink.
然后他问了一个问题,刚开始另我的心情有点沉重.

"Now, who else have you worked with that sells
a similar product?"
"现在,你在向谁销售类似的产品?"

I've done over 1000 training sessions over the past 24
years, and have worked in virtually every industry and
with every sales model there is.
我在过去的24年理组织过超过1000个培训课,并为所有销售模式不同的公司工作过.
But not in this one.
但并未在这个公司.

I didn't know if there WAS a company that sold
a similar product.
我不知道是否有公司是销售相似的产品.

But instead of turning into a gurgling, bumbling
fool, trying to sound intelligent, but knowing
that it was futile in response to this question,
my own training kicked in.
但是不同于背书,装傻,尝试着聪明,但是要知道,回答这个问题是没有用的.
我的培训不同于他.

I was actually prepared for this moment.
我已经为这一刻做好了准备,

I paused, and realized that might, or might
not have been an important question for him.
我停下来,并了解那对他是不是重要的问题.
So I asked,
所以我问道,
"Are you asking if I've worked with a similar
prospecting model, selling to similar decision
makers? And, how much of an issue is that for you?"
"如果我曾经再相似的行业工作,你们是否有什么问题呢?向同一区域的生产商销售?你们会遇到什么问题?"

He replied, "Oh, I know there aren't many companies
like ours. I was just curious. You seem to have
what we want."
他回答到,:哦,我知道并没有多少企业像我们的这样,我只是担心.你似乎有我们想要的."

评论
我觉得我的翻译真的是太搞笑了,自己翻译出来反过来都看不懂什么意思了...惭愧啊...会常来好东西，谢谢

评论
发现一个牛人，学习ing
加拿大电商昨天我把提单复件发给了客户，今天收到了他回信，如下： Dear Nicholas, please send all shipping documents. We will check B/L copy and we will reply ASAP. Thank you Best Regards ......................................... 加拿大电商刚从事这行半年，对电子行业不了解，自己整理了些，算是学习，供大家分享，也请大家补充。我毕竟是个文科生，对这方面知识严重欠缺。 DVD:英文全名是Digital Video Disk, 即数字视频光
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