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Indvendinger (LAER)

Module by: Christina Sørensen. E-mail the author

Hvis en kunde har indvendinger omkring et produkt, kan man som sælger følge nogle simple trin.

Irritation:

Vis ikke tegn på irritation.

Lytte aktiv (L):

Notere kritik uden at sige noget, der skal som udgangspunkt først lyttes.

Anerkend kundens problem (A):

Sæt pris på at kunden siger hvad der nager/skaber problemer.

Efterforsk indvendinger (E):

Undersøg problemet, stil spørgsmål der går i dybden.

Problemløsning:

Et problem kan evt. løses ved at inddrage kunden, eksempel: (kunde) Der var store kvalitets problemer med jeres tætninger. (sælger) Hvad ville du have gjort hvis du var os? (kunde) Jeg ville have fyret leverandøren. (sælger) Det gjorde vi også for et år siden.

Reager (R):

Følge op og sikre sig kundens tilfredshed.

LAER modellen- en model der kan bruges i forhold til evt. indvendinger

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A lens is a custom view of the content in the repository. You can think of it as a fancy kind of list that will let you see content through the eyes of organizations and people you trust.

What is in a lens?

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What are tags? tag icon

Tags are descriptors added by lens makers to help label content, attaching a vocabulary that is meaningful in the context of the lens.

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