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18 octobre 2016

Le secret pour mieux vendre (partie 2)

Mieux vendre

Tu te remets en question régulièrement et tu te demandes comment tu pourrais mieux vendre à tes clients ? Y-a-t-il un secret ? Après avoir parlé du comportement en fonction de l’âge dans la première vidéo, on poursuit ici l’analyse par rapport aux comportement …

Tu ne peux pas voir la vidéo ? Pas de problème, voici le script …

« Iaorana les amis entrepreneurs !

Aujourd’hui on va continuer avec la deuxième partie du  SECRET pour mieux vendre à tes clients.

Ça y est, suite à la première vidéo, tu as pris un peu de temps pour observer ta clientèle et voir comment elle réagit en fonction de son âge ? C’est bien, mais tu te doutes que tous les clients qui ont le même âge n’ont pas forcément tout le temps le même comportement. Pour mieux vendre, il faut donc aussi t’adapter en fonction de ça, et encore une fois, tout est question de préparation. On fait un petit tour ensemble ?

On commence par le plus facile pour se mettre un peu dans le bain : le « client idéal ». Il est sympathique, poli, prêt à répondre à tes questions pour que tu puisses découvrir ses besoins, il est même plus soucieux de faire le meilleure choix que du prix. Je te l’ai dit, c’est le client idéal ! Et toi dans tout ça ? Montre-lui que tu es l’expert qu’il recherche, pose-lui les bonnes questions pour lui proposer le bon produit, ne précipite pas la vente. Si tu vois que ça pourrait lui être utile, tu peux même aller jusqu’à tenter une vente additionnelle…

Mais voilà, tous les clients ne seront pas comme ça … Tu peux aussi rencontrer le « client roi », celui qui est persuadé que tout lui est dû. Je n’ai pas besoin de te le décrire, tu vois certainement de qui je parle … Tu seras sans doute obligé de recadrer les choses en lui rappelant qu’il y a des limites (la loi, un contrat, ou la bienséance). Justement, bétonne ton contrat s’il y en a un. N’hésite pas à lui expliquer pourquoi certaines choses sont impossible. C’est peut-être un « roi » mais ton entreprise n’est pas son royaume, donc tu lui accorderas de « l’honneur » tout en lui rappelant qui est le « maître des lieux » …

Un peu dans le même genre, tu as le « client superstar ». Parfois un peu dictateur, il parle fort, prend un air supérieur, se considère comme le client de l’année qui a un relationnel important … Ça peut être difficile d’ailleurs de faire le tri entre le vrai du faux dans ce qu’il dit. Donc avec lui, mieux vaut limiter les démonstrations techniques qui ne l’intéresseront pas. Rentre un peu dans son jeu en lui posant des questions sur les faits exceptionnels qu’il vient de te raconter. Tu le mettras en valeur tout en continuant à diriger la conversation jusqu’à la vente. Pas la peine de trop le flatter non plus ! Dernier petit conseil : reste prudent sur les moyens de paiement, on ne sait jamais si son porte-monnaie fait partie du monde qu’il s’est inventé …

Il a un cousin : le « client qui sait tout » et éprouve le besoin de le dire pour se sentir exister. En plus il aime montrer que les autres ont tort … Il cherche souvent les bas prix ou les remises importantes, et il est peu ouvert aux commentaires. Tu devras donc cultiver la patience et la maîtrise de soi car il faut éviter l’affrontement, même quand il dit des bêtises. Tu le laisseras parler de ce qu’il sait sur ton produit, et tu compléteras sous forme de suggestions. Propose-lui directement une promo s’il peut en bénéficier, et si ce n’est pas le cas, fait-lui savoir que la démarche a été faite pour lui en trouver une mais que ce n’est plus d’actualité ou pas sur ce produit en ce moment …

Passons maintenant au « client poseur de questions ». Comme il n’est pas sûr de bien savoir ce qu’il veut, il souhaite prendre le temps de comprendre et te posera tout un tas de questions, pertinentes ou accessoires. Parfois anxieux, il recherche un vendeur expert et sera sensible aux documentations techniques. Consacre-lui du temps, parle avec passion des caractéristiques de ton produit, rassure-le et reformule de temps en temps.

A l’opposé, tu rencontreras parfois le « client silencieux », celui qui en dit le moins possible ou prend un air absent car c’est son système de défense face au vendeur. Mais au final il écoute quand même et a autant d’attentes que les autres. Essaie de ne pas trop faire de monologue, parle avec précision et concision en structurant ton argumentaire. Tu peux l’appuyer par un exemple ou un dessin, en lui demandant un commentaire pour le faire participer à la conversation. Par contre évite l’humour inutile si tu ne veux pas te sentir seul !

On continue à observer ta clientèle et on aperçoit le « client qui regarde ». Il est peut-être prêt à acheter, mais il a encore des doutes sur sa décision, et surtout, il se sent pris au piège quand on le sollicite. Il se met alors sur la défensive et risque de fuir … Pour le coup, évite de lui demander si tu peux l’aider ! Essaie de l’approcher autrement : parle-lui d’autre chose pour lui faire baisser sa garde et lui montrer que tu n’es pas là que pour vendre (même si c’est le cas, il ne faut pas le brusquer …).

Pas toujours facile de tomber sur le « client toujours d’accord ». Pourquoi ça ? Il ne pose pas de question, il te dit qu’il comprend ou qu’il est d’accord, mais à côté de ça tu sents qu’il hésite comme s’il avait tort de chercher à acheter … C’est limite s’il ne veut pas fuir par peur de se faire piéger par un vendeur ou de regretter son achat. Pose-lui plutôt des questions ouvertes pour le faire parler et qu’il exprime vraiment ce qu’il cherchait avant de venir. Ne va pas trop dans le côté technique, mais plutôt sur ses motivations d’achat.

Et enfin, le redouté « client agressif » : impoli, brusque, il cherche les défauts ou fait des demandes impossible. Il n’hésite pas à aller au conflit. Pas toujours facile à gérer, surtout quand on a déjà eu une dure journée ! Et pourtant, tu vas devoir prendre sur toi et être le plus possible d’accord avec lui, lui exprimer que tu le comprends, qu’il à raison … Plus il est négatif, plus tu devras être positif et lui montrer que tu es de son côté.

Bien sûr tout ça n’est qu’un rapide tour d’horizon des principaux types de comportement que peuvent adopter tes clients. L’idée à retenir, c’est que tu ne peux pas toujours réagir de façon spontanée, au feeling, sinon ça peut vite déraper … Pour apprendre à mieux gérer tout ça, il faut s’y préparer, réfléchir dès maintenant à la meilleure manière dont TOI tu veux réagir face à certains comportement. Tout dépend aussi de la manière dont tu vois les choses, quelle approche tu envisages et quelles seront tes armes préférées. N’oublie-pas, tu as un super pouvoir de caméléon, il faut juste apprendre à le développer ! Je t’y aiderai encore dans une prochaine vidéo. En attendant, entraîne-toi et fais-nous part de tes résultats dans les commentaires ! »

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