Sales and payment collection are both artistic and technical tasks. Even some experienced LED sales staff may sometimes end up with "wet shoes by the river" due to carelessness.
As an LED salesperson, “How can I not get stabbed when I often travel around the world?” But if you want to be successful in the world, if you don’t have two brushes, you are more likely to get beaten or chopped. Therefore, every salesperson should have his own set of "three axes" and master a few payment collection methods or techniques that suit him or her.
How can the refund work be done as expected? Now, let’s sum up the pattern of the LED salesperson’s words of asking for money and the words of customers’ prevarication, that is: beg customers with begging, induce customers with huge profits, persuade customers with sufficient data, touch customers with personal feelings, use sales pressure to suppress customers and other means to get the money back.
The following are the 36 most commonly used payment methods by sales staff in their daily work.
1． See the money and spread the eagle
Just don’t give the goods if you don’t give money. This is the stupidest way to collect money, and it is also a trick used by sales staff when they are the most helpless. As long as your product still has sales power, as long as it is impossible for customers to kick your product out, as long as your product can still create profits and value for customers, as long as the sales staff can endure the severe pain, no matter how much the customer urges you to deliver the goods, just adhere to the principle of "no money means no goods", I don't think it will take long for customers to make concessions, and this is indeed the reality.
2. Limited supply
Through the limited supply of best-selling products, consumers or downstream outlets are constantly buying or asking for goods, forcing customers to compromise and urge them to collect their money.
3. Resource lure method
Sales staff use some channel policies, promotional support and other benefits as bait to stimulate customers' desires and obtain dealers' money back. This is currently the most effective method of payment for sales staff in the sales industry. But one thing to be careful about is not to let customers get into the habit of getting money back if they have resources, but not if they don’t. This would be a bit embarrassing.
4. Well-founded
Why should the customer give you a refund? Give me a reason. Just by saying "Help, the task is heavy this month" or "Our relationship is so strong", the customer will give you his own money. This is unless you have a really good relationship with the customer and you can help you occasionally, which is fine. Many times, sales staff have to explain the repayment accounts, inventory, reasons, basis, market conditions, etc. to customers clearly, so that customers feel that failure to repay will be detrimental to them.
5. Customer Relationship Method
The relationship between many sales staff and customers has almost reached the point where they are brothers and talk about everything. They often take advantage of this advantage when collecting money, and use emotions, relationships, and interests to convince customers that they can pay them back or pay more.
In this regard, the salesperson has at least three sentiments at his disposal: First, the customer relationship between the company leader and the customer, that is, inviting the company leader to your market and asking him to come forward to collect the money. As for whether you can invite the leader over, that depends on your own luck. The second is the customer-friendly relationship between the salesperson and the customer. They see each other every day without looking up. If the customer-friendly relationship is achieved, the problem will be solved easily. The third is the customer relationship between business and customer staff, especially procurement and finance. Don’t underestimate these people. They usually burn incense and worship Buddha. At critical moments, they may have the finishing touch.
Even develop a good relationship with the client’s financial staff and often give them gifts. Although they have little to do with your sales contribution, if you can be like a business manager who pays attention to customers and can also often think of their financial director, the effect will often be seen at critical moments.
6. The method of knocking on the mountain to suppress the tiger
The relationship between the salesperson and the customer is sometimes a game relationship. If you are tough, he may be soft, and if you are soft, he may be tough. Both parties are using each other's means to control each other's behavior.
When collecting money, a common mentality among customers is to wait, watch and delay. If the business can grasp their psychology and "poke" their soft spots at the right time and on the right occasion, there will often be unexpected results. This is the saying that it is better to invite generals than to inspire them.
Faced with customers’ non-payment, salespeople are accustomed to using some methods to reduce customer wholesale rights, shrink your area, change customers, deduct your rebates, drag down your resources, or face customer resource applications. The best-selling model application neither supports nor opposes the application. Things are being done, but no efforts are made, and the treatment is life-or-death, which makes customers feel psychologically uncomfortable.
Facing those soft-nail customers, when you press for payment, you will only say "get it done right away" but no action is taken. You can follow them, but they are nowhere to be seen. Others in the company will also ignore you. Faced with this kind of customer, the only way is to use the method of knocking down the tiger, creating the illusion of choosing another customer through frequent contact with his competitor customers, and trying to spread the word through third-party channels that the customer's payment is unfavorable. The company is already considering changing the customer, and it has no choice. We are looking for new partners to achieve the goal of customers taking the initiative to remit money; at the same time, sales staff must also find backup customers, appropriately introduce competition among customers, ensure that there are new sources of repayment when existing customers really have no money, and avoid hanging on a tree.
7. Benevolent deception method
This is a "good-faith deception method" commonly used by some senior sales staff, so that customers can never keep up with the sales staff and even the market's thinking. Accept it and worry about being cheated. Don't accept it because you are afraid of losses and being confused by the sales staff.
For example: "The price of the company's products is about to increase, and customers in other regions are rushing to buy the goods, but you still haven't paid back to stock up?" "The best-selling models are all out of stock, and you still won't grab them? Don't blame me then. You just give me money, and I don't have any goods to give you." "You will return 800,000 yuan this month. Next month I will make a special report and I will definitely help you get the 5,000 yuan transportation subsidy." "This month, I have opened four more outlets for you, and they will soon be picking up the goods. If you haven't paid yet, how can you sell the few goods in the warehouse now?"
8. Assistance for Difficulties
When the sales staff understand that the customer’s inventory is under great pressure and it is difficult to collect payment, the first thing they have to do is not to collect money from the customer and complain, but to help the customer do distribution in a down-to-earth manner. Clear channels are the fundamental guarantee for payment collection. Before looking for customers to collect money, if the customers have operational difficulties or sales obstacles, they should use their own knowledge or resources to help customers analyze the market, formulate promotional plans and other solutions to help customers sell products or even other non-competitive products. Sales personnel should become customers' military forces, rather than desperately trying to sell goods, and serve customers through practical actions to achieve effective payment collection.
Many times, it’s not that customers don’t want to get their money back or they’re afraid of selling goods, but they’re afraid that they won’t be able to sell the goods, or that the sales will be too slow and the capital will turn over and they won’t be able to make much money. At the critical moment, the salesperson should help them do something practical, first help them distribute the product, recover the money from the downstream, and then let the customer pay back the money. Only in this way can the entire sales channel and system be in healthy operation.
9. The method of squeezing out competing products
The customer’s liquidity is not much, can you persuade the customer to invest less in competing products? Can you persuade customers to allocate part of their real estate investment funds to invest in this brand? The more his funds are occupied by you, the more proactive you will be! What's more, if you don't take action, other brands will. Salespeople must learn to use all favorable resources and means to extract limited funds from customers for their own use.
10. Fault-finding method
Some customers always feel that they are the company's big customers. They have done well in sales and can collect payments well. They are proud of their achievements and do not cooperate with the sales staff's payment collection work. They use various interfaces to make things difficult for the sales staff to delay payment collection or gain support. When facing this kind of customer, the salesperson should magnify the shortcomings in the customer's work, hold on to a small problem, and nitpick, implying that it is this shortcoming that makes the task impossible to complete, what kind of penalties will be imposed if the payment cannot be made, the relationship may be affected, etc., in order to combat their arrogant mentality and threaten them to do a good job in collecting payment.
11. Play hard to get
Many customers always delay payment or not return payment in exchange for policy support from sales staff.
For this type of customer, the salesperson must be careful not to meet their requirements all at once. The salesperson can deliberately refuse the bill and put the customer under tremendous pressure, lest the customer make a bad move once and then make more mistakes in the future without making big or small mistakes. Otherwise, your great support may be exchanged for a small return. First of all, we must express that it is difficult and almost impossible to solve the problems and requirements raised by customers. Then, slowly release resources, point by point, improve the customer's taste for payment, so that the customer consciously lowers their requirements and achieves the goal of higher payment.
12. Stick to the Green Mountain Method
For dealers who are not quick to pay bills, do not run away when collection is not smooth. Instead, increase the number of visits, visit repeatedly, and adopt the "cheap" approach; you can be the shadow of the customer, or even wait for the customer, go and ask for it every day, and sit there without leaving. If the dealer doesn't pay attention, just follow him and keep complaining, for example: "Our leaders are very strict. If the payment is not received, the company will deduct our wages. Our salary is not high and it is not easy to make money. You can pay the money back immediately so that we can discuss the next step of cooperation." etc. If he doesn't listen, just tell anyone you see in his store: tell the waiter, tell the customer. Anyway, he won't leave without paying. The boss is most afraid of pestering people, so he usually won't delay things for too long. After deducting some fees, the payment can be repaid to some customers who always try their best not to get their money back. The salesperson must have the spirit of not giving up until the goal is achieved.
13. Internal Espionage Law
Many business personnel like to place an internal coder with their customers who has a deep friendship or interest relationship with them, who can give them certain information or support at critical moments to help them collect money or sign orders.
14. Red face and white face method
Cooperate with your colleagues to achieve the goal.
In actual work, my colleagues and I adopted this method on a customer's payment issue. At that time, the customer completed all aspects of the task indicators quite well, and was a very good customer. However, in the off-season, in order to complete the overall task, the customer still needed to pledge the goods, and there was no other way. My colleague turned a white face and first attacked the customer, pointing out that if the customer could not repay the money, he would add or adjust the customer again. As a red-faced person, I stood on the customer's side and argued with my colleagues that it was almost a fight. When the customer saw this situation, on the one hand he persuaded us, on the other hand he asked how much more remittance was needed, and finally actively cooperated with our work.
15. Advantage analysis method
Many salespeople like to talk about how good their products are and how much money they can make in order to get customers to pay back their money. They feel that if customers don’t pay back immediately, they may cause huge losses. But customers are the distributors of products, and they know best the profit or loss. Therefore, in the face of customers who think that the product profit is low or are unwilling to purchase in the off-season, business personnel can compare with other brand products to find out the advantages of their products and conduct analysis to convince customers, such as: capital utilization, capital occupation, and annual benefits to customers (including channels, reputation, and profits). In short, find their own strengths and compare them with others' weaknesses to persuade customers to return money.
16. Ugly words
As soon as many customers see the salesperson calling for payment, they immediately start to be attentive, apologize non-stop, offer tea and cigarettes, please wait a moment, he will immediately go out to withdraw money and make a payment, but you wait and wait, no trace of the customer is seen anymore, and the phone is not answered. When facing this kind of customer, you must speak ugly words first and expose the other party's "little tricks". The salesperson can take substantive measures based on the specific situation at that time, even accompanying the customer to withdraw money.
If a customer complains or becomes angry and complains that the salesperson does not believe him, he will repeat his complaints and difficulties to the customer over and over again in exchange for understanding.
If the customer is still like this, you should not be afraid of offending the customer. You must say ugly things and do ugly things, so that customers know that only by respecting others can you respect yourself more in order to obtain payment.
17. Say good things first
If the customer is a reasonable person, the salesperson can use methods such as "persuading him with reason, moving him with emotion, and inducing him with inducement" when recovering the debt, so that the customer understands his own difficulties and lets the customer know that if he pays now, I will not let you suffer in future cooperation.
(1) We will consider giving you more discounts, policies, resources, etc., as long as you can settle the debt in time;
(2) When you need urgent goods, you can get the privilege of immediate delivery; /div>
(3) When out of stock, you can get the supply of goods first;
(4) Enjoy more favorable prices, more promotion support, etc.
This kind of collection method, which uses softness to overcome hardness, is the most commonly used collection method by sales staff in the process of collecting debts. It can not only make customers accept it from the heart, but also not hurt their kindness, and can also lay a better foundation for future cooperation.
But it also has certain limitations, because not all customers are so reasonable and accept your "sugar-coated bullets".
The pestering customer will be upset, the sticky customer will be at a loss, and the harassed customer will feel uneasy. In the end, the customer may say: Please, let me go, I will pay you right away.
Anyone who has watched the TV series "Chess in the World" (adapted from the true story of Gree General Manager Dong Mingzhu) will not forget that Lin Yuzhu, who just joined the sales industry, in order to obtain 800,000 in arrears from a dealer in Hefei, he used the method of harassing the enemy. Wherever the enemy goes, I will follow him. Don't give up until you reach the Yellow River until you are exhausted. This is the easiest way to recover money and one of the most effective methods.
Pay attention to the following situations when harassing the enemy to collect payment:
(1) For customers who have repeatedly refused to pay their debts, you can press for payment in public to make the customer lose face, but it is best not to make the customer feel unable to step down.
(2) You must show the attitude of making a special trip to collect payment. Before leaving, you cannot casually say "I have to go to another store to collect payment" to avoid causing customers to default on the payment.
(3) Sales personnel should not tell their "salary package" under any circumstances, so as to avoid customers feeling that you are making money from them, which will make them unhappy and even more unwilling to cooperate.
(4) If your company or you have made any mistakes or deficiencies, you must apologize to the customer. If compensation from the company is required, a solution and time limit must be worked out in a timely manner, and the solution to the problem must be explained to the customer on the spot to enhance the customer's confidence.
(5) If the other party complains, the salesperson must talk to the other party about his own difficulties and troubles in collecting payment.
19. Use evil to control evil
Faced with those customers who are "bullying" and "faithful", sales staff can use "good-faith threats" to exert high pressure, implement tit-for-tat methods, and warn customers to follow the pre-agreed agreement to pay off the goods.
20. With the help of foreign aid
When sales staff face those customers who are unwilling to accept anything and are extremely rogue, there is really no way to recover the debt. When dealing with the issue of payment, you may wish to take the following measures:
⑴ Go with the company leader and lawyer, which not only gives the client enough face, but also strengthens the momentum and makes the client feel how much your company attaches to this payment.
⑵ If the company has a special accounts receivable collection department, you can transfer customers who cannot collect their payment to the department for processing.
⑶ Ask a specialized debt collection company for help.
21. Items to offset debts
Sometimes customers have product backlogs and difficulty in capital turnover due to poor competition and poor management in the market. They require commodities or goods to pay off debts. This is also a way. Don’t say no because you don’t think it’s worth it. For customers who are really unable to pay, the items are often gone after a slight delay.
22. Be polite and courteous
It is also wise to know when to call the dealer to collect debt. Call your debtor at a time when they are in their best mood and they will be more likely to work with you. For example, it is best to call at 3:30 in the afternoon, because they are usually busy doing business in the morning, and in the afternoon they are counting money, and they are generally in a better mood. At this time, debt reminders are easily accepted. You must avoid talking on the phone during meal times. Lunch time is approximately 11:45 am to 2:00 pm. Generally, dealers entertain customers at noon, drink some wine, or take a lunch break. In addition, they need to wake up after the morning break, so 3:30 is the best time to call. In addition, after the dealer purchases the goods, it is estimated that the best time to repay the debt is after he sells 80% of the goods. At this time, if you have money, as long as you are firm, he will have to pay back part of it no matter how he considers that the company has a good face when purchasing the goods. Finally, when the end of the month comes, some dealers consider that when the company pays monthly bonuses, everyone will be happy and they will pay off part of the debt.
After receiving a debt, be polite and courteous. In every detail of the settlement, such as filling in the form, signing, canceling the account, registering, collecting payment, etc., you must sincerely express your gratitude to the specific person in charge, so as not to deliberately find excuses to make things difficult for you next time. If you only receive part of the payment and there is any discrepancy with what was agreed upon, you should immediately act reluctant and angry. If the other party really has no money, you should let him go. The main purpose of losing your temper is to prevent him from breaking his promise easily next time. Generally, you cannot listen patiently to the other party's explanation at this time. If a natural or man-made disaster does occur to a customer, while understanding the customer's difficulties, let the customer also understand their own difficulties. For example, you can say that because you haven't received the arrears, the company has made you not receive salary for a month, and even the sales manager's salary has been deducted in half. When speaking, you should look serious and strive to be emotional.
23. Preemptive payment method
Understand the customer's settlement cycle and squeeze into the first train.
Understand the operating status of distribution customers as comprehensively as possible: including purchase cycle and checkout cycle. The key is that you have to be one step ahead of other companies in getting your accounts receivable every time. Because the capital turnover of most customers is not very loose, you can squeeze into the first bus, while the business staff of other companies can only wait for the next bus.
24. Third-party guarantee
The enterprise can require your customers to find a third-party (or superior unit) guarantee before making payment transactions with you. It is best that the guarantee letter can be accompanied by corresponding notarization procedures. By doing this, at least in the event of a payment dispute in the future, you will be able to find a corresponding relevant creditor. At the same time, this is also a binding behavior for the customers themselves.
25. Advance collection
For customers who are not quick to pay for goods, if they only go there on the agreed collection date, they will generally not receive the payment, so they must collect the goods in advance.
When you come to collect money in advance, you should confirm the amount owed by the other party, tell him to come on time on the next collection day, and ask him to prepare the money in advance. Doing so will definitely be much more effective than calling for payment on the day of payment.
If the distance is long, you can call for collection in advance to confirm the amount owed by the other party and inform the exact time of collection. Or mail the reminder note to the other party and ask him to sign for confirmation before sending it back.
26. Come early
When the payment date stipulated in the contract is reached, the door-to-door arrival time must be early. This is a trick for collecting payment. Otherwise, customers will sometimes bite back and say that I have been waiting for a long time and you didn’t come. I have to do other more important things, and you have nothing to say.
27. Frequently, high amount, small amount
For new customers or old customers who are not sure, whether it is agency sales or credit sales, the transaction amount should not be too large. I would rather make more trips, settle more accounts, and talk more, rather than handing over a large amount of goods to the other party for consignment or credit for the sake of convenience and trouble. It is important to know that the more money you owe, the harder it will be to collect it.
Many sales staff have this experience: some new customers will purchase a large amount of goods as soon as they open the door, and they will not ask about quality, price, or any additional conditions, and will fully agree to all the requirements put forward by the seller. Such customers have the greatest risk.
28. Take precautions before they happen
In order to prevent customers from defaulting on payment, clear transaction conditions must be stipulated at the time of transaction, especially the payment date must be non-flexible to prevent problems before they occur. For example, some consignment contracts or receipts say "pay after sale". As long as the customer still has one item that has not been sold, he can legitimately not pay for the goods; other contracts or receipts say "pay after October". Such regulations will be easy to argue with in the future.
In addition, the transaction conditions cannot be agreed verbally by both parties, but must be in writing (contract, deed, receipt, etc.), and must be stamped with the customer's contract seal. Some customers only put the personal seal of the person handling the transaction on the contract or receipt. When they go to check out a few months or six months later, the other party may say that this person has left long ago and the contract he signed cannot represent our company; some even say that our company does not have this person at all. If it is stamped with the company's special contract seal, the other party cannot shirk or deny it, regardless of the presence or absence of the person handling it.
29. Be straightforward
For customers whose payment situation is not good, you don’t need to chat with them for too long when you meet them. You should tell them straightforwardly that the purpose of your visit is to collect payment. If the cashier is hesitant and shy, it will put the other person in a mentally active position and give him time to prepare mentally for how to deal with you.
If you only receive part of the payment and there is any discrepancy with the agreement, you should immediately make corrections without waiting for the other party's explanation. In addition, be careful not to negotiate new business until payment is completed. In this way, business discussions will go more smoothly.
Generally speaking, customers who owe money also know that this is not the case. While they feel guilty about being in debt, they find various reasons to ask for an extension of repayment. From the beginning, it is taken for granted that the deferred repayment is a matter of course. After such a customer settles the payment, it is best not to deal with him again.
30. Don’t give him a chance to make special demands.
If you are lucky and unexpectedly receive a lot of money from a customer with poor payment status, you should leave as soon as possible to avoid him feeling distressed, and tell him that ×× product is now a good opportunity to purchase, and the price will increase by a certain amount in 10 days. Please make a decision quickly to avoid losing the opportunity, etc. You should also tell him the time and method to contact you, thank him again, and leave immediately.
31. Use fishing skillfully.
This is a wonderful trick in complex situations. First invite small baits such as a meal to fish out the other party's breach of contract, account number, bank deposits, goods, etc. After mastering the money, the salesperson can prompt him to submit
32. Be careful of bill fraud
Check the items, unit prices, quantities, The total price, address, redemption number, and whether there are any typos on the bill, whether the stamp has been altered
33. Pay attention to abnormal methods
If the dealer plans to quit, wants to transfer the store to someone else, or the partners break up and become a sole proprietor. It belongs to the unit, such as the legal representative has changed people, the business has changed, the site has been demolished and the store has moved, or the company has gone bankrupt, etc. As soon as there is any trouble, measures must be taken immediately to nip the problem in the bud and eliminate bad debts and dead debts. Be sure to ask the departing legal representative to handle the repayment for you. As long as you are resolute, he will usually be a smooth favor and settle it for you.
34. Say goodbye to the old and welcome the new
The company has temporarily put aside the debt, but emphasized that "if you want to purchase goods, you must pay in cash." This can stabilize dealers and maintain sales. By the time the feed seller sells the company's product sales stably, it has become an inseparable situation. When the company's discount accumulation increases, it will be much easier to let it pay off the debt.
35. Reputation influence method
Online media, debt collectors, outdoor advertising
36. Winning sympathy method
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