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Welcome to "Negotiating in English - for Chinese Speakers"
Learn, share and discuss key English phrases, techniques and tips to tackle any negotiation.
Category:Business
Language: Chinese
Members: 1631
Officers: samantha (Administrator) and Wei

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在跟客户推销商品时我们经常还需要就某产品或服务给客户作演示,以此作为“leverage”(切入点)来博得对方的认同,而后再进一步拿下订单。这就称为“demonstration close”(与客户作示范以促进谈判结果)技巧。今天我们就一起来聊一下这个话题,也顺道学习一些常用的英语短语吧。

 

demonstration sales negotiate English

Photo: Augapfel



1。比如,咱们在跟客户说明有关某产品/某项服务的功能特点时(when explaining about special features or functions about a product/service)可以顺势提出与之作演示:


-Let me show you what I mean...
让我来给你演示看一下我所说的。。。

-If you have a moment, I would like to demonstrate for you...
如果你有几分钟的时间,我希望能够为你演示一下。。。

-Here, you're in the driver's seat now, take this baby out for a spin...
这样,你现在坐上了驾驶位子,把这辆车开出去兜一圈吧。。。

-Care to take this for a test ride?
你愿意开这辆车试一试吗?

-Hey, don't take my word for it, see for yourself...
嘿,我说的话你可能不相信,那么你就自己来确认一下吧。。。

-People always say that “seeing is believing”, right?  Just watch...
人们都说“眼见为实”,对吧?那你来看一下。。。

-Need more convincing?  How about a demonstration of the product's special features, eh?
需要再给点力(进一步的证据)?那么咱们来看一下这产品特性的演示,如何?

-You see...all of these special offers all rolled into one...for a super low price of...
你看看。。。一整套这么多的特别性能。。。价格也忒便宜。。。

-Here, test it out for yourself...
你拿着,自己把玩看看。。。

-Go ahead, try it on for size...
请吧,试穿一下看看大小如何。。。

-Have a taste and tell us what you think...
请尝一下,告诉我们你的意见。。。



2。当我们与客户说明有关其他细节分析,可能没有具体商品提供作演示时,也同样能够通过图片、视频等等多媒体,让客户领会、体会一下“what we proclaim our product or service is capable of accomplishing”(我们声称咱们产品或服务可以做到的一些成就)乃属事实:


-What will you get with subscribing to our services?  Convenience of ordering what you need at the lowest possible deals...I am going to show you exactly what I mean by that...
那么订阅我们的服务,你将收到什么样的优惠呢?网上订购货物你会觉得特别地便捷轻松,并且价格优惠方面有保证。。。我来给你实际演示一下这具体代表了什么。。。

-I'll walk you through it with a short demonstration video...
我会为你做个全面演示,请看这里的概括视频。。。

-Pictures make for a thousand words...here's what I meant when I say (showing customer the picture)...
图片说明问题的能力胜过千篇文字呀。。。当我说。。。我就是这么个意思(给顾客看图)。。。

-Don't follow?  No problem, here is a quick presentation that will make very clear what I meant...
不了解我所说的?没问题,这里是一个简短的演示,肯定能清楚说明我希望传达的内容。。。

 

 

 

下一次与客户推销商品时不妨一试哦。


客户在考虑买东西时不禁会为“price on the tag”(标签上所标记的价格)太贵觉得望而却步。这时如果销售人员能够适当地给他们做一下讲解,提醒客户计算一下长远支出(calculate long-term costs),以说明为何购入咱们的商品可谓是“物超所值”的选择,这将迅速提高顾客买产品的意愿,帮我们达到销售目的。今天我们就一起来讨论一下这个谈判交涉技巧,称为“cost-of-ownership close”(讲“拥有成本”的销售促结果策略)。

 

cost of ownership negotiate English

Photo: stevendepolo

 

1。咱们可以与客户分析一下拥有这件商品,它长远的支出负担有多少,比如“after-sale service, repair, maintenance”(售后服务、修理、维修)等等的费用:


-Competing systems may seem cheaper, but when you take into account installation, maintenance and the lifetime of the product, this system is about half the price!
我们竞争对手出售的机器乍看之下可能觉得较便宜,但如果你将装置费、维修费以及产品整体使用寿命也一并考虑进去的话,你就会发现我们的这台机器价格实际上只有他们的一半不到!



-The price tag doesn't tell the whole story.  This product comes with great service support and 2-year warranty.  You don't get that with the other item, even though it might seem cheaper.
这个价格标签并不能说明所有问题。这个商品还附送一个特别棒的售后服务支持,并且还有2年免修。另一个商品则并没有这些优惠,虽说它的价格看上去会比较便宜。



-Let's break down the costs shall we?  Price tag says...but considering that it's a trusted merchandise from a trusted brand...2-year warranty...free installation...online tech support...I would still say that it is a bargain...
我们把各项费用都列出来看一下,怎么样?标价是。。。但考虑到这是一个著名品牌的著名商品。。。2年免修。。。免费装置。。。网上技术支持。。。我觉得这个价还是十分合算的。。。


-We want our home appliances to last because they're such a big investment, right?  Our customers have always given us positive feedback about this washer in regards to it saving energy and having longer durability...
我们都希望购入的家用电器能耐用,因为他们的价格不菲对吧?我们顾客在使用这台洗衣机后一直以来回馈给我们的都是有关其节电节能和耐用性质好等的意见。。。

 



2。再来,“scaling the price to annual, monthly or weekly costs where the overall cost may appear scarily high”(当总体价钱乍看下可能太贵时,可将价格拆分下来,以每年、每月,或是每星期来计算),以消除客户的抵触心理:

-You know that only breaks down to around 50 RMB every month?
你知道吗?这样分摊下来大概就50元每个月。


-This is the hottest item in the market right now and don't think that you wouldn't be able to afford it.  It'll cost as little as 100 RMB per month.
这产品目前在市场上非常抢手,你可别认为你可能买不起喔。这件商品算下来也就100元每个月。


-This washer comes with a perfectly affordable payment option and a 5-year warranty.  Yours to have for only 150 RMB/month.
这台洗衣机有一个十分便捷的付费计划,并且5年免修。只要150元/月,你就可以拥有它了。

 

 

怎么样?是好招吧?


在跟别人谈判交涉时我们必须记得“when giving a concession”(当与对方作优惠让步)就一定需要拿下相应的条件作为交换,不然对方可能就这么“take you up on your offer without compromising anything on their side”(接受了你所提出的条件,却没给你他们一方任何的条件让步)。其实咱们在跟对方提出条件交换时(when prompting for an exchange)用词和说法也是很有讲究的,今天我们就一起来做一下了解,也学习一下相关的英语短语吧。

 

exchange concessions negotiate English

Photo: Andy Roberts



1。首先,咱们要记得不要用“if I...will you...”(如果我。。。那么你是否。。。)这样的说法,因为这会令我们显得非常被动,容易把最后决定权交与对方(let the opposing party have the last say in the matter)。相反地,咱们需要紧紧抓牢主动权(have a good grip on being in control):

-I will throw in a computer bag for free if you're ready to make the purchase today.
我可以再免费加一件电脑包,如果你今天准备好购买此商品。

-20% discount on the table if you want to sign the sales contract this afternoon.
立马给你减价20%,如果你今天下午就愿意签了销售合同。

-Guaranteed delivery for the holidays if you place your order before December 15th.
保证圣诞/新年佳节之际绝对按时将礼物送到,如果你在12月15日之前就下订单的话,我们就能作此保证。

-Free alterations with your suit and various discounts if you would like to sign up for our membership card.
你的西装可以免费做修改,并且还可享受各种优惠,如果你能注册成为我们的会员就可马上享用了。

-Shave another 15% off and we can sign off on the agreement right now.
再打15%的折扣,那么我们现在马上就可以签订协议了。

-Free delivery and and I will place my order with you at the quoted price.
你提供免费送货服务,那么我就愿意就你所说的原价下订单。
 


**这样的说法可以保证在对方未与我们相应的交换条件之前,我们也不用“concede as we said we would”(像我们说的那样,与对方做出相关的让步)。



2。再来我们还需要注意不要把我们的交换条件“phrased like it is a must or a threat”(说得像是对方必须要答应,或者以威胁的口吻),记得要“give the illusion”(给对方一个假象),似乎决定权还是在他们自己手上:


-You choose, another 500 RMB off instantly if you prefer to go with option B.
由你来选,如果你更愿意选择B套餐的话,立马再给你减500元。

-It's up to you, I'll be able to negotiate more savings if you would consider what we have here on the table...
都由你来做决定,如果你能考虑一下我们现在桌上的条件,那么我就可以帮你交涉到更多的优惠。。。

-Another 5% off and you will earn yourself a super happy customer that is going to tell all her friends about your shop.  What do you say?
再减5%的价格,那么你就将得到一个高兴得飞上了天的顾客,她还会跟所有好友推荐你的商店。怎么样?

 

 

 

下一次,不妨一试哦。


经常我们在与客户推销产品时会试着跟他们说好话,把他们捧上天,这样就容易让他们答应购入相应的商品。我们每个人都有“ego”(自我),都喜欢“hearing good things about ourselves”(听别人与我们表扬的话),这是人性共同的弱点。但就是要注意不要做得“太过了”,让客户觉得“you're kissing up just so you can close on your sale”(你拍马屁纯粹是想要让他们购入商品,就为了促成生意),到时他们就可能“恼羞成怒”(embarrassed enough to revert and become angered),那我们可真的是“偷鸡不着蚀把米”了。

今天我们就一起来讨论一下这个话题,也顺道学习一下可能需要用到的英语短语和表达吧。

 

flattery sales negotiate English

Photo: Daquella manera



1。亲近你的客户,跟他们提一下“how wonderful they are”(他们是最棒的),“cast  them as experts”(把他们当作内行专家),让他们“sell to themselves”(与自己推荐)某产品/服务:

-Hi, can I help you with something?  Sure, take all the time you need...I must say you have a keen eye...this item is the latest model and is currently on sale...
你好,我能帮你什么吗?当然,你需要多长时间都可以,请随意。。。我不得不说一下,你的眼光真好。。。这商品是最新型号,并且现在正搞促销打折。。。

-Hello, welcome.  Can I be of assistance?  Okay, just let me know if you need me...hi again, I can't help but notice that you're looking at...you definitely know your fashion, I must say...I can work out a great discount for you if you'd like to buy...
你好,欢迎光临。我能帮你忙吗?好的,如果你需要我的话就叫我一声吧。。。你好,我注意到了你在看(这件商品)。。。我得说,你对服饰潮流真内行。。。如果你愿意购入的话,我可以给你特别的优惠。。。

-Wow, you really know a lot about electronics.  Come here and let me show another beauty model...30% off today, what do you say?
哇,你对电子用品还真内行。跟我来,我给你看另一件漂亮型号。。。今天是30%打折优惠,怎么样?

-Thank you for being so patient.  You're wonderful.  You're looking for a camcorder, right?  Follow me and I'll show you a true bargain...
感谢你能够这么耐心等待。你真是太棒了。你需要购入一台可携式摄像机,对吗?请跟我来,我给你看一个真正意义上的廉价好货。。。

 


2。跟客户提一下“how others will be impressed by them with the particular merchandise/service”(其他人会为他们拥有该商品/服务而对他们刮目相看):

-This is the latest make (car), all your neighbors will be impressed...
这是最新型号的汽车,你所有的邻居都会不禁多看几眼的。。。

-This is a must-have foosball table for your den.  It's definitely a cool thing to have when hanging out with the guys...
这是你家游戏室必备的手足球台。跟哥们打发时间时,这肯定是件很酷的设备。

-I know you don't need me to tell you that this is a fine dress selling at a super bargain price.  It's the newest addition this spring, all of your friends will drool over this...
我知道你不需要由我来告诉你这个裙子特别棒,并且价格也是实在地优惠。这款是今年春季最新商品,你所有的朋友都得看着淌口水呢。

 

 

你们呢?有何相关的经验之谈可以跟大家一起分享的吗?


我们在跟顾客推销某商品时意外碰壁,有时亦可以考虑间接地跟他们同行的伙伴或友人进行游说,以求“to get through to the customers through an indirect approach”(通过一种间接的方法来达到顾客的认可)。这种“sales approach”(推销方法和技巧)就称为“companion close”(与同伴推销以促进结果)。今天我们就一起来讨论一下这个话题,也顺道学习一下一些英语短语和词汇吧。

 

sales technique English

Photo: Artotem



1。咱们可以“rather than sell directly to the person you are targeting, sell to a person they are with”(不直接针对销售目标人物进行推销,而是与他们的同行友人或伙伴进行说服):


-How about you Ma'am, Sir?  Wouldn't you say that 30% off is quite the deal?
你怎么觉得呢,女士、先生?你不认为30%的打折优惠是个不容错过的机会吗?

-This merchandise is definitely a must-have in the kitchen and it comes with a three-year warranty too.  You're a homemaker, right, Ma'am?  How would you like to have one of these in your kitchen?
这商品在厨房里肯定需要用到,并且它还附送有3年的免费保修服务呢。你是个持家的能手,对吧,女士?你觉得家里厨房里如果有这么一件商品,你喜欢吗?

-Right, but maybe I can interest you in a rice cooker at 30% off?  We're having a sale on all the home appliance today, are you sure you don't want to take a look around too, Sir/Ma'am?
也对,但不知我能否让你有兴趣看一下?电饭煲今天打七折哦。我们今天所有的家电都有打折优惠,你真得不需要看一下吗,先生/女士?

-You seem to like this too, Sir/Ma'am, what would you say is the best shade/color with this item?
你看上去对这个也非常喜欢呢,先生/女士。你觉得这件商品最好看的颜色是哪一个?

-I know this is all too much to consider at this moment.  But your friend here seem to know quite a bit about cars, I must say.  He'll definitely be able to help you with making the best decision possible.
我能理解这可能一下子不好做决定。但你的这位朋友,他听上去对汽车颇有研究,我得承认。他肯定能帮你一起做个最佳的选择与决定呢。

-Yes, certainly.  Talk it over with your friend here.  She definitely knows about the latest trends in fashion.  And may I remind you that this dress is on sale only for today.
当然,这是肯定的。跟你的好友一起再商量一下。她对时装最近的一些流行特别了解。我还需要跟你说一下,这条裙子就今天有特价优惠喔。



2。当然,在跟朋友、家人谈判交涉时,这个技巧也非常适用,“call the bystander into the spotlight”(把那个一副事不关己样子的第三者叫出来,让他们也发个言):

-How about you?  Do you also agree with him?
那么你呢?你是否也同意他的意见?

-Victor doesn't seem to want to go, but are you sure that you don't want to join me for the party either, Mary?  It'll be fun.
Victor似乎不怎么愿意参加,但Mary你确定你也不喜欢跟我一起去参加派对吗?

 

 

 

你们是否还有其他相关问题的呢?


我们在小摊上买东西时偶尔会注意到店家似乎习惯性地拿计算器出来谈价钱。这其实是一种“sales tactic”(推销技巧),因为“working on the calculator implies that you are not just quoting any price, but working out something special for this customer”(在计算器上打价格表示你并非信口雌黄,随便说一个价,而是认真在为这位顾客考虑适合他的优惠打折),这样顾客也更容易接受最后结果。今天我们就来讨论一下这个问题,也顺道学习一下相关的英语表达吧。

 

calculator negotiate English

Photo: Leonid Mamchenkov



1。拿出计算器与顾客谈价钱,其好处在于这样可令人觉得你是在“perform a difficult task and exude an air of authority”(做一件有一定难处的事,并且还表现出某种‘有一不说二’的绝对态度),顾客在看到你“辛苦”计算得出的结果后,“they would feel more inclined to agree with you”(他们会更为倾向于同意你的说法):

-Right, the label price is 1200.  Hold on a minute...with the sale reduction and the extra discount for today...does that look right to you?
好的,牌子上的价格是1200。等一下哦。。。在计算了销售减价以及今天另外的特别优惠之后。。。这个价位看上去如何?

-The total was 800...but I'm going to try and work out something special for you...with the promotion discount and free delivery...how's this for a final price?
原价是800,但让我看看,试着给你算点特别优惠。。。在计算了促销打折,再有免费送货之后。。。这是总计价格,怎么样?

-No?  Not what you had in mind?  Well, I'll tell you what, I would like for my customers to keep on coming back...so subtracting from that another 5% discount...now, does this look better?
不满意?这不是你能接受的预算?恩,跟你这么说吧,我喜欢让我的顾客愿意再次光临惠顾。。。那么再减去5%的优惠。。。这个数,你看好不?

-For you, my friend, let me see...I'll take another 2% off, plus 3% special discount, and throw in some extra batteries...would this total work for you?
给你算吧,朋友,我看一下。。。我再与你2%打折,加上3%的特别优惠,然后再附赠几个免费电池。。。这个总计价格,你看呢?

-Just for you, I'm going to offer our membership discount, take 5% off that listed price, and here is what I have as the final price...what do you say?
因为是你,所以我才这么算,帮你算咱们会员的优惠价,那个标价再打折5%,然后这是我与你的最后总计价格。。。怎么样?

 


2。同样的,在跟亲朋好友谈判时,如果涉及到数据计算的,身边有个计算器也可令我们“better present our conclusions”(更好地表现咱们的结论):

-You don't understand.  We simply can't afford this...look, let's calculate this out together...
你不了解。咱们就是付不起这个。。。你看,我们一起算一下。。。

-I'll show you what I mean.  Here, let's get number crunching...
我给你看一下我的意思。这么着,咱们一起计算一下吧。。。

-You know what our bank balance will look like after all that joy spending?  Let me show you...
你知道咱们的银行账户结余在这么一些奢侈花费之后会是什么样子吗?我来给你看一下。。。

 

 

 

你们是否也试过相关技巧?效果如何?


我们在跟顾客谈判交涉时也会考虑在适当的时机会与他们一些意外的好处和优惠,以此来诱导他们继续跟我们谈下去,而不至于让谈判“hit a stalemate”(就此触礁)。这种销售交涉技巧通常被称为“bonus close”(意外优惠促结果技巧)或是“delighter close”(讨好对方的促结果技巧)。今天我们就一起来看一下这个技巧的应用以及相关的一些英语短语和表达吧。

 

bonus negotiate English

Photo: MarcinMoga/Lolek



1。当顾客因为不能接受某商品的价格而转身要走时,咱们可以试一下给他们一点意外的好处,因为毕竟“working in sales is not just about selling products but also about building relationships and getting leads”(销售工作不仅仅局限于推销、出售某产品,亦是需要与顾客建立友好关系,找出潜在客户人群):


-Hey, before you go, here is a free sample of this other product our company is doing promotions on...
嘿,在你走之前,这里有免费的试用产品,这是我们公司现在正搞促销的另外一种商品。

-Are you sure you don't want to think it over?  I would be able to throw in a free delivery if you order today...
你确定不再多考虑一下吗?今天如果你下订单的话,我还可以与你免去送货费用呢。。。

-Hey, I really can't do anything about the price, but have a little tea before you leave...it's jasmine tea, very refreshing...
嘿,价格方面我实在没法子了,但你走之前坐下来喝杯茶吧。。。是茉莉花茶,非常好喝又解渴。。。

-Sorry that we couldn't have closed our deal, but if you'd like, you can have this as a little token of our thanks...
抱歉咱们没能谈成生意,但如果你喜欢的话,可以收下这个小礼品,它代表了我们的感谢之情。。。

-I value your business so much that I'll also throw this in for free.  What do you say?
我十分重视你的经常惠顾,所以就再加进来这个,另外奉送的,不多收费。怎么样?



*这种技巧的好处主要有三。第一、“it opens up the customers for future sales even if you don't succeed this time around”(这样就算你这次没法成功,你也为自己与顾客在将来的销售/合作机会上打下了基础);第二、“it creates a sense of exchange”(这样你与顾客之间就默认形成了某种互惠、交换关系);第三、“it prevents a feeling of hostility even if negotiations are not successful”(这样就算谈判不成,双方之间就不会有尴尬、不悦情绪)。


2。同样,咱们亦可以考虑在与亲朋好友交涉时给他们一个额外的什么让步,以“软招式”取胜:


-Sit down, let me fix you a sandwich...now, I need a tiny favor from you...
坐下来,让我给你做个三明治吧。。。那么,我也要请你帮我个小忙。。。

-I know you said that you're busy this Friday, but I want you to have this gift first anyway, in case that you do somehow manage to make it to the party.
我知道你说过这星期五会比较忙,但我还是想要把这礼物先给你,如果你刚好能抽空过来参加派对也说不定呢。

 

 

 

 

怎么样?你们是否试过相关的销售/谈判技巧?效果如何?


作为销售人员我们可能经常会碰到顾客以:“我赶时间,还是下一次吧”为借口推托、拒绝我们的“sales advances”(推销主动出击)。这时咱们要想“扭转乾坤”就必须想法子说服对方“时间有限”,或是其他为何这时下决定购入商品/服务比较重要的理由说明。今天我们就一起来看一下这个所谓“best-time close”(最佳时间的销售说服技巧),也一起学习一些相关的英语短语和表达吧。

 

best time negotiate English

Photo: Dave-F



1。我们可以“invoke seasonal effects”(推崇说明一下季节性相关影响),比如说明一下适用于夏季、春节等等节日的商品特价或服务优惠:


-We only bring these into stock for the Christmas season.
我们只在圣诞节期间才会进这些货品。

-Summer is coming. Do you have all the garden furniture you need?
夏天就要到了。你是否准备好了所有需要的庭院家具呢?

-These are stocked for this season only.  Are you sure you don't want to just take a minute to look around?
这些商品是只在这个季节期间才有货。你真的不愿意就花那么几分钟,进来看看、瞅瞅?

-You know, it's going to be Chinese New Year in less than a week, we carry beautiful looking lanterns and firecrackers...
你知道吧,咱离春节还不到一星期左右的时间了,我们这里有很多非常好看的灯笼和炮竹。。。



2。再来咱们可以“remind them of other short-term reasons”(与他们说明一下一些短期内适用的理由),比如天气影响或是促销打折等等:

-The forecast for next week is that it's going to be sunny the whole week.  It'll be a great time to take the family out to enjoy the beach, and we carry a great assortment of beach-going merchandise including sun screens, bathing suits, swimming floats, etc.
下星期预报是整个星期都将是太阳高照的好天气。这正是带一家人一起到海边游玩的好时机,我们这里有各式各样的海滩游玩商品,包括防晒霜、泳衣、泳圈等等。

-This sales promotion we're doing will be gone next week.  Come on in, take a minute, and look around.
我们的这个销售促销活动下星期就没有了。进来吧,花几分钟时间,看看有什么喜欢的商品。

-Our clearance sale will end in 10 days, you won't get another chance at our limited quality stock for these throwaway prices.
我们清仓甩卖在10天后就结束了,之后你就再别希望有机会能以超低贱卖价淘得我们这些有限量宝贝了。



3。其他,比如与朋友或家人交涉时,其实也可以用到这一招。我们可以注意与对方阐明“no time is more of a better time than now”(没有比现在更好的时机了):

-This is a good time as any to start...
现在就是一个再好不过的机会,可以开始。。。

-What do you mean 'no time'?  You can get this over and done with in the time that we've wasted arguing with each other about this!
你说什么“没时间”?你可以在咱俩花时间、费口舌争执的这段时间内把这事全都给办好了呢!

-Get moving, time's a wastin'.
抓紧行动起来吧,时间一晃即逝啊。

 

 

 

下一次不妨一试!


作为“closing technique”(销售争取结果的技巧),我们经常会以条件交换来争取对方的“willingness to reciprocate”(愿意与咱们回礼),考虑购入推荐的商品或服务。这时常用的一招就是搬出经理来说话——因为对顾客来说,作为销售人员的我们愿意“go negotiate with the manager on their behalf”(为了他们去跟经理交涉),这就足以表示咱们的诚意。当我们作状去跟经理讨论之后,回来再与顾客相应的一些价格或是服务上面的优惠时,咱们的顾客肯定是万分感谢,也会随之爽快购入相应的商品了。

今天我们就一起来讨论一下这个话题,也顺道学习一下相关的一些英语短语和表达吧。

 

negotiate close English

Photo: lucamascaro



1。在跟客户交涉时,咱们在之前可以先提一个“中肯”的优惠价格,但并不是真正的“bottom line”(最后底线)价,可酌情在这之后搬出经理来说话,告诉客户如果他们真有这个诚意购入产品,咱们可以试着替他们去跟经理“讨优惠”:

-I'm sorry that's all the discount I'm allowed to give.  But if you're really interested in buying this, I can try taking it up with the manager and see if she's willing to shave off a little more for you.
不好意思了,这是我能提供的打折底线了。但如果你真的有兴趣购入此商品,我可以试着跟我们经理讨论一下,看她是否愿意再多给点优惠。

-That's my best price right there.  If you're truly serious about placing your orders today, I can try and persuade the manager for a little more discount or equivalent benefits.
这是我最好的优惠价了。如果你是真愿意今天就下订单,那么我可以试着游说咱们经理再多打点折或是其他相当的优惠。

-My bottom line price...but if you're willing to buy two sets, I might be able to convince the manager to give you still more discounts or free delivery.
这是我的底线优惠价了。。。但如果你愿意购入两套,那么我可能可以说服咱们经理再多给你点优惠或是提供免费送货。



2。如果是跟朋友之间有交涉的,也可以用这招。“经理”可以换成其他“authority figure”(有权力的人物),比如父母、老师、敬重的前辈等等。咱们可以通过这种方法让对方更易于接纳我们的条件:


-You're serious about this, aren't you?  I'll try talking to our parents for you, but you must promise not to do anything irrational until I do.
你是非常认真的,对吧?我会试着替你跟咱们父母讨论一下,但你绝对得保证在这之前不会冲动做傻事。

-Are you sure you don't want to consider this other option?  I might be able to get the upperclassmen to help coach us and all.
你真的确定不多考虑一下另外这个选择吗?我可能可以说动几个学校前辈帮忙训练一下咱们呢。

-Are you sure?  Because I can always ask the teacher to help you out with homework like she did for me.
你确定吗?因为我肯定可以问一下老师,让她帮忙指点一下你做作业,就像她之前曾经帮过我一样。

 

 

 

你们是否试过类似的谈判技巧?效果如何?
 


我们通常会认为制作工艺简单的商品,它的价值肯定偏低——因为物以稀为贵嘛。那么在认识到大众的这种“先入为主”观点同时,我们亦可考虑加以利用,以强调商品的工艺价值来赢得客户的青睐,让他们愿意(以原价)购入我们推荐的商品或服务。今天我们就一起来讨论一下这个称为“artisan close”(工艺大师促进谈判结果)技巧,也顺道学习一下相关的英语短语和表达吧。

 

negotiate skill English

Photo: quinet



1。比如,我们在与顾客推荐商品时可以选择着重介绍它们一些特别的优势,在工艺上面的价值:

-This appliance is fitted with the latest technology and has been designed to be most efficient when it comes to saving energy while ensuring greatest output.
这个电器配备有最新的科学技术,并且是以高效节能为设计基础;其耗能少,输出功率高。

-This car has been designed to provide best comfort and ease of driving.  It's also been tested thoroughly to ensure greatest protection for safety.
这辆汽车是以提供舒适乘车环境以及轻松驾车为设计基础。它经过了最完善的安全检测,以保证最佳的安全驾驶保障。

-This kitchen mixer has been manufactured by a name-brand company and they're very well-known for ensuring durability of product as well as top design.
这台搅拌机是由名牌公司生产,并且他们公司一直以来都以保证商品耐用性以及最佳外形设计为消费者所熟知。

-I have a dress here that is truly one-of-a-kind.  It's only available in two sizes and the collar and hem are just exquisitely designed.
我这有一条真正算得上“独一无二”的裙子。它仅有两个尺码,并且它在领子以及裙摆上面的设计真的是非常精致。

-This set of dining table and chair has been handcrafted by a local furniture maker.  As you can tell from the beautiful varnish and carvings, he took pride in his work.
这一套晚餐桌椅是由当地木匠一手打造的。你可以从这漂亮的清漆以及精致雕刻看的出,他对自己的手工非常讲究和自豪。

-It may seem like a simple adjustment, but it took three years of training to know how to make the right adjustment.
这乍看之下可能觉得就是一个简单的(商品构造调整),但就单单这么一个精确的调整就花了(咱们设计师)整整三年的学习时间。


2。在跟别人商讨其他谈判事宜时也可注意提出我们所做的一些努力和其他附属条件,以提高我们与对方条件/服务的附加值,促进对方接纳我们提出的条件:

-I've spent hours perusing over the materials and finally came up with the most efficient way for us to work together.
我花了好几个小时仔细查看了所有的资料内容,最终才找到了能够让咱们一起发挥最效率合作的方案。

-I've consulted with many specialists about this matter...
我已经跟许多专家们咨询过这问题了。。。

-I've gone to huge lengths putting this together.  Are you sure you want to turn me down without giving it some serious thought?
我做这事可是花了很大的精力和时间的。你真的确定你不再仔细考虑一下就直接回绝我所提出了条件吗?

 

 

 

你们是否在谈判时试过此方法?效果怎么样?


今天我们就再来讨论另外一种常用的谈判促结果技巧,称为“alternative close”(另一选择促结果技巧)。

许多时候,我们跟对方谈判并不仅仅图一次的买卖成功,可能期待对方能够下次有机会还能想起咱,再与我们合作。咱们主动与对方多种选择,乍听之下,似乎并不是最理想的促进谈判尽快成功的方法,因为一般我们会觉得对方已经够犹豫、挑剔的了,咱们再列举其他选择,那不得一直往下耗。但其实我们亦可以主动通过提出另一选择,让原本犹豫不决的谈判对手感受到咱们的诚意,本来可能还没想着答应咱们呢,但这“杀手锏”一出,给对方铺好了台阶,那他们自然就会顺着下来,谈判成功也是势在必得。

 

alternative close English

Photo: katrinket



具体方法是“act as if the customer has already decided to buy”(先假装好似客户已经决定要买了),就只剩下询问一下“a limited number of options they should choose”(几个特定的选择让他们作决定)就谈妥了。



1。比如,当对方有意要购入某件商品时,咱们可以先当作对方已经决定要买了,多与他们几个固定的选择,让他们做参考:

-Would you prefer the red one or the yellow one?
你是想要那个红色的还是黄色的呢?

-Would you like one packet or two?
你是想要一包还是两包呢?

-Which of these three instruments seems best for you?
这三个乐器当中哪一个比较适合你呢?

-When do you need it delivered?  We can give you a discount on the delivery charges if you buy today.
你什么时候需要送货?如果你今天就买下的话,我们还可以在运送费上给你打个折。

-I have this in two sizes, this item has been selling like crazy lately.  Do you want the bigger or smaller size?
这款商品我有两个不同大小,这东西最近卖得特别好呢。你是想要大点的还是小点型号的?

-This is our hottest item in the store.  We've got it in three colors, and I can show them to you right over here.
这是我们店里最抢手的商品。我们有三种不同颜色选择,并且我现在可以马上拿给你看,就在这边。

 


2。再来,谈判中有其他情况,比如,对方有意要推晚谈判或是藉口其他问题不予立即答应咱们条件的:


-Shall we meet next week or the week after?
那咱们是下星期还是再下个星期见呢?

-Should we discuss about this further on Monday or Wednesday?
我们是再约星期一或是星期三继续详细讨论这事?

-Can you meet me tomorrow in the afternoon or perhaps the day after?
你能在明天下午跟我见个面,或是后天约时间?

-I know some great restaurants on Central Avenue, and we can have lunch and talk this over.  Do you prefer Chinese or western food?
我在中央大街那边知道几家很棒的餐馆,那么我们吃顿午饭继续好好讨论这事。你比较喜欢中国菜还是西餐?

-Can you sign the papers today or should I bring them over again tomorrow?
你今天是否能把合同签了,或者是我明天再过来一趟?

 

 

 

下一次谈判时不妨一试!


在与他人推销物品时,我们经常会花很多口舌提醒对方有关商品外形、功能,乃至品牌上面的优势,而往往就忽略了商品价格这方面的讨论。因为在我们看来,商品价格,除非客户有异议,咱们是最好不要特意去“挑起”这个既敏感又关键的话题(better left alone than to raise up such a sensitive issue)。但其实价格很多时候又是客户最最关心的交涉条件,与其等待对方提起,咱们不妨可试着采取主动,设法“让对方买得起”。这下免去了他们最基本的顾虑和推托借口,咱这笔生意不成也得成呀!

今天我们就一起来讨论一下称之为“affordable close”(让对方买得起的谈判结束技巧)。

 

affordable close English

Photo: @cdharrison, CC



1。首先,我们先下点功夫套话,“find how much they can afford”(看一下他们能够出得起多少价格),然后我们就“show that we have a finance plan that fits their capability to pay”(与他们表示我们的分期付款计划正好合适他们负担得了的范围):

-How much per month can you afford...yes, we can make a deal for that...
你每个月能支付多少。。。没问题,我们可以就这个价格来谈。。。

-If you'll tell me your budget, I'm sure we can work something out.
如果你能够跟我说一下你的预算,我可以肯定咱们能找到好的解决方法。

-What is ballpark figure of what you would be able to afford?  We can try and work around that.
那么你能够/愿意支付的大概是个什么数?我们可以试着就这个数额来找出合适的支付方法。



2。再来,咱们还可以“bring in different ways of prioritizing”(试着加入不同的优先考虑),以使得对方“see the investment as beneficial in the long run”(看得出现在投资长期可期待的回报收益):

-The initial costs might seem a bit high, but this is a low maintenance machine and very durable.
刚开始的费用可能会让你觉得有点高,但这台机器很好保养,并且很耐用。

-The subscription costs $25.99 each month, but you get a membership card that entitles you to monthly drawings of prizes – trips to Hainan, 50% off our merchandise, you name it.
订阅我们(杂志)的费用是每月$25.99,但你将会收到一张会员卡,每个月都有抽奖活动——比如,海南岛免费游,我们的所有商品打5折,奖品真是丰富多彩呀。

-Think about the long term.  You pay $100 each month for insurance premium, but you're really buying yourself and your loved ones much needed security in case of emergencies.
请想一下长远的未来。你每个月付100美元保险费,但你实际上就是给你自己,乃至你爱的家人买好了最放心的应对紧急状况的保障。



3。最后我们还可以“strip down what is being sold to the bare minimum”(剔除掉多余部分,就只推荐最基础的商品);咱们亦可“sell the options as separate items”(把那些其他选择部分作为另外个别商品来推销):

The basic model will fit into your price range.  And you can add on the extra services when you need them.
那个最基本的机型正好适合你的价格预算。并且你可以在以后另外按需要考虑购入其他的增值服务。

 

 

 

怎么样?下一次谈判时不妨一试!


一般我们会认为与他人谈判如果不能一下子拿下结果,那么之后交涉成功的几率就降低了许多,也因而我们会尽量争取能够一举成功。但也有个别情况,如果我们能够适当地给对方一点思考空间,主动提出作个停顿,其实也不失为一种积极作战方式。这种谈判技巧被称为“adjournment close”(停顿结束),即不求在谈判最后阶段一定需要敲定结果,而是期待再与对方充分时间考虑,让他们“reaffirm that they want to cooperate with us”(确认愿意跟咱们合作)。

 

negotiate tactic English

Photo: Chris Radcliff, CC



这类谈判结束技巧有以下几种适用情况:

1。当你可以看得出来,很显然“they are not going to decide now”(他们不准备现在做出决定):

A: I'm just interested in looking around a bit.  I'm not ready to decide on my purchase just yet.
我只是希望随便看看。我还没准备好决定要买什么呢。

B: Sure, I understand this is an important decision for you, and I'm going to try and answer any questions you may have today, so that you may make the best purchase possible.
当然,我能了解这是个重要的决定,那么我今天将会尽力回答你一些可能有的问题,这样你就能够最好地做出购买选择。




2。当你觉得已经在谈判过程中与对方足够压力,并且“you are reasonably convinced that they will indeed seriously consider the deal and are likely to come back”(你有把握他们将会认真考虑谈判事宜,很有可能会再回来跟咱们继续交涉)的情况:

A: I am not sure, I would still like some time to sleep on it before I make the final decision.
我不确定,我希望能够有时间好好地考虑一下,然后再做出最后决定。

B: Yes, I understand, and I will give you all the material we've discussed so far, and here are my contacts in case you have questions and concerns.
当然,我了解,我会给你所有我们今天讨论过的资料内容。这里有我的联系方式,如果你有任何的问题和疑问都可以联系我。



3。如果再与他们充分时间,“they will buy more”(他们极有可能会考虑再多购买)的情况:

A: I would like to buy them altogether, but I'm afraid I don't have the money on hand just yet.
我很想这两件一起买,但很不凑巧,我现在手头上没有足够现金。

B: If you are serious about wanting them both, I can keep them for you while you gather your funds.  Just tell me when will be the latest that you will have the money.
如果你确定两件都想要,我可以帮你保留货物,直到你凑好现金。你只需要跟我说一下你最晚什么时候能凑齐钱款。



4。这笔交易对你来说更注重于“building a relationship”(建立一个长远合作关系),如果太过早让他们下决定而有所出错的,那么很可能就会毁了今后与他们持续合作的机会:

A: I don't know...I may need to consult with my boss about this.
我不知道。。。我可能需要跟上司讨论一下这事。

B: Yeah, sure.  Shall we discuss the details further the next time I see you then?
当然了,那么我们下一次碰面时再详细讨论合作具体细节,好吗?

 

 

怎么样?你们是否还想到其他可能适合运用“欲擒故纵”这招的谈判交涉情况?


我们都对以三个为一组的事物特别有印象(remember things best in threes) ,也通常都会觉得任何情况出不了“三”(things usually don't evolve beyond three stages);比如三只小猪、三个和尚打水、孙悟空三打白骨精,咱们都知道一次解决不了,第二次也失败,那第三次肯定得弄出个结局来。咱们其实在跟他人做交涉时也可以用到这个“三部曲”交涉法,以此来加深对方的印象,让他们觉得有了“三”就有了一个完整,是个能够令大家都能得“圆满”的结局。

 

rule of threes negotiate English

Photo: GenBug, CC



1。首先,咱们可以用“三部曲”交涉法来“hammer home a single point we want to stress”(把一个咱们希望强调的主要内容有力地传达与对方):

This product is cheaper, faster and more reliable than the competition.
我们这个产品有三点强过那些竞争者,它更便宜,速度更快,并且更稳定耐用。

The houses here are better-looking, better-built and better-equipped than those on the other development.
咱们这一片开发区的房子要比其他地方的强,有三点优势;这些房子外形上更美观,建筑得也更牢固,里面备置的设施也更完善。

This car is the newest model, easiest to drive, and of greatest value than the other vehicles in the lot.
这辆车要比这个停车场上所有展出的汽车更有优势,它是最新型号车辆,最容易驾驶,并且也是性价比最高的选择了。

Our cooperation has always been friendly, trustworthy, and beneficial for the both of our companies.
我们之间的合作一向都是愉快的,注重承诺的,并且也对咱俩家公司都有互惠利益。

We simply deliver products better, cheaper, and faster than the other contractor that you're considering.
我们就是要比你正考虑合作的那家承包商更有能耐,有三点优势:我们可以更好、更实惠、更快速地把货物送到您手上。



2。再来,咱们还可以利用“三部曲”交涉法来“spread it out to gain greater coverage”(扩大范围,这样可以覆盖更多的条件内容),以此来争取对方与我们合作的意愿:

This product consumes less energy, is of a better brand, and costs only a third of the price you're considering in buying the other product.
咱这产品有三点好处,它费电少,是更有名品牌的产品,并且在价格方面仅是你原来考虑买下的产品的三分之一。

If you decide to negotiate with me, I guaranteed you the best deal, with bigger benefits, and we can sign off on the contracts today.
如你决定愿意跟我谈判的,那么我可以跟你保证最好的条件,更多、更大的优惠,并且我们今天谈妥就可以签订合同了。

We aim to offer you the best quality, quickest delivery, and cheapest price.
我们旨在与你提供最好质量产品,最快速的送货保证,并且价格也是最便宜。

If you buy today, we will give you 50% discount, free two-year warranty, and a membership card to take advantage of more discounts with other purchases later.
如果你今天决定购买的话,我们可以给你50%的价格优惠,两年免费保修,并且还与你一张会员卡,可以在以后你购物时利用其他会员专享优惠。

 

 

下一次交涉时不妨一试哦!
 


今天将为大伙儿介绍另一个“closing technqiue frequently used in sales”(销售说服技巧):“minor point close”(以小攻大说服技巧)。所谓‘以小攻大’即是指先从小细节入手,在跟对手谈判时着重在“minor points”(次要内容)上面下点功夫,取得对方的认可和信任,这样当咱们最后把‘大鱼’端上桌,要求对方‘买账’时也不会显得太唐突(not all of a sudden),令对手感到手足无措(make the opposing party feel overwhelmed)而最终砸了快到手的买卖。今天我们就一起来聊一下这个说服技巧的应用以及相关英语词汇和表达吧。

 

negotiate skill English

Photo: tanakawho, CC



1。当你是汽车销售人员试着跟客户交流时,可以先着重了解一下一些对方的相关“preferences”(喜欢的事物)。这样客户也会相对地“relax their defenses”(放松他们原有的抵抗),有利于最终促进他们跟你交易:

-If you did go ahead (with buying the car), would you want leather or vinyl upholstery?
如果你确实决定购入该车了,那么你会希望车座位是真皮制的,还是人工皮制的?

-Would you want the stick shift or the automatic?
你会希望是手动换档还是自动换档的?

-Would you prefer silver or red?
你会希望是银色还是红色的?

-Will this be your first car?
这将是你购买的第一辆汽车吗?

-What do you like about this particular car model?
你最喜欢这个车型的哪些条件设计?

-What budget do you have in mind?
你的预算大概估计为多少?



2。当你是房产中介跟希望购房的客户打交道时也同样可以试着用这样一个方法来初步“clarify their thinking and opinions”(明确了解一下他们相关的想法和意见),以便于今后进一步的合作和谈判:

-If you chose this home, which of these bedrooms would be the nursery for your new baby?
如果你选择(购入)这房子的话,这些房间当中你会选哪一间来作为新宝宝的婴儿房?

-How would you arrange the furniture in the living room?
你会如何来摆设这个客厅的家具?

-And the balcony out front?  How would you have liked to decorate it for the summer?
那个前面的阳台呢?你在夏天将会采用什么样的方式装饰/布置?

-Will this be your first home?
这是你将购买的第一栋房子吗?

-What would be the ideal size for your home?
你最希望自己的房子是怎么样一个大小?



3。当你跟朋友交涉,希望说服对方听从你的意见,但对方对你有戒备心时,我们也同样可以‘以小攻大’,告诉对方咱们是朋友,并且我愿意聆听:

-Tell me why you are so set with continuing on your way even though you're obviously unhappy.
告诉我为什么你就还是要继续你现在的生活,尽管你明显看上去并不幸福。

-I am listening.
我在听呢。

-I would like to know how you feel and why you feel the way you do.  I can try to help you better this way.
我希望知道你是怎么感觉的,并且希望了解为何你会这么想。这样我就可以试着更好地与你帮助/建议。

 

 

下一次再跟客户/朋友交涉,并且他们对你有戒心不易说服时不妨一试。


今天我们就再来讨论另外一个在应聘面试中可能会被问及的提问以及最佳答案参考。

When your credibility is compromised, what steps do you take to rectify the situation?
当你的信誉因为某种失误而被他人质疑时,你又是如何具体采取方法来弥补?


*在回答时我们应该注意说一下如何通过全面了解“all issues involved in a negotiation”(所有跟谈判有关的资料和题目),从而来“strengthen our bargaining power”(提升咱们的交涉能力)。这样就算是有所失误,也不至于因为一时的问题而搞得全盘皆输。

 

interview negotiation skill English

Photo: bpsusf, CC



最佳参考答案:

Credibility is everything in any negotiation.  I've learned just how important it is to keep on top of all issues involved during the negotiating process.
对于任何的谈判情况来说,信誉都是最重要的。我也了解到了在谈判过程中何谓全面掌握所有条件与整体情况以及这其中的重要性。

I was part of a negotiation team for our company with a big client.  We had deadlocked on the several issues, including shipping date and final price.
我那时是咱们公司派去跟某个大客户交涉生意的谈判团队成员。我们当时与对方有好几个条件不能达到一致,包括了交货日期以及最终价格等等。

Our leader had then made the autonomous decision to stand firm on the final price but give in to the client by agreeing to a much earlier shipping date.
我们小组领导就自作主张不予对方再优惠的价格,但同意了与客户他提早交货日期的要求。

But we haven't talked with our contractors first, and it turned out that they were not able to supply the full merchandise within the required time slot.
但咱们没有事先跟承包商通过气,所以结果是他们无法在需要的时限内完成整批货物的生产。

We could not risk compromising our credibility so we as a team looked over the entire negotiation to try and find some ways to make the situation right again.
我们不能失去信誉,所以我们整体团队的每个成员一起把整个谈判过程以及相关资料都仔细查看了一遍,看有没有什么办法挽回局面。

It was learned in our memo notes that the client had required a better quality merchandise, but we had talked him into agreeing to this current one. 
然后就从我们的谈判记录中发现客户本来是想要一个更好质量的商品,但我们后来说服他接受了现在这批货。

We contacted our contractor and found out that they can come up with the required better quality merchandise a little later than the shipping date we had agreed with the client.
我们就联系了承包商,发现他们可以提供这种更好质量的商品,但交货日期还是要比先前跟客户答应的要晚几天。

We then wrote a proposal to offer the client the better quality merchandise at the same discount price we had agreed on but request that he allow a later shipping date.
我们接着就给客户写了一个封建议,与他提出可以提供给他更好质量的商品,价格也是我们原定的优惠价,但要求他可以推迟几天交货日期。

The client was happy to hear that we can supply the original merchandise he had wanted after all, and at discount price too.  So of course, he agreed to the later shipping date. 
客户因为我们愿意提供他原本就想要的商品,而且还是优惠价,那他当然很乐意,也愿意推迟交货时限。

 

 

 

你们呢?如何对答?


今天我们就再来一起讨论一下如何对答另一个在应聘面试时可能会被问及有关自己谈判技巧的问题吧。

Have you had an experience where you realized that you had to be more positive and persuasive when selling you ideas to others? What did you learn from this experience?
你是否曾有过经验体会使得你意识到你需要更为积极、更具说服力才有可能打动别人接受提议?你又从这样一个经验中体会到了什么见解?



在回答这个问题时我们需要提一下咱们一直都在留意提高交涉能力。虽说经常会碰到临时状况,或是自己处理事情有不妥,被他人提醒时也能够接受“constructive criticism”(有实用价值的批评),努力从实践中不断累积经验和知识。

 

interview negotiation skill English

Photo: tj scenes, CC



最佳参考答案:

I was taking calls as a front desk receptionist at the time. 
我当时是一个负责接电话的前台服务员。

And I was always just concentrated on solving problems for our customers and sticking to the brochures.
并且我一直都是只专注于帮我们的顾客解决相关问题,就严格按照客服手册做事。

Then I had gotten this call from one of our guests, he was frantic that he had lost his valuables in the cab on the way to the hotel.
然后有一天我就接到一个旅客的电话,他乘出租前来宾馆时将特别贵重的东西遗忘在了出租车上,显得特别地着急。

Obviously this was not normally a problem that we could help with and I had instead tried directing the guest to call the cab company immediately.
显然这通常不是我们可以帮忙解决的问题,然后我就建议那位旅客立刻打电话给出租公司询问。

He was just too frantic and distraught at the moment to listen to reason and was yelling through the phone at me, calling me out for being unsympathetic and insensitive, and for me to do something right away.
他因为非常着急,也特别地慌乱,根本没有心思听什么逻辑道理,就在电话里对我大发脾气,指责我不够同情,无视他的心情,还让我立马帮他解决问题。

I was offended but I realized that I had been all business-like with helping him.  So I told him that I understand his frustration, and I would like to help him recover his valuables.
我感到很受伤,但同时我也意识到自己确实在对待他的问题时处理得很“商业化”。所以我告诉他我可以了解他的不安和困扰,并且我非常希望能帮他找回贵重物品。

After being more sympathetic with him, the guest managed to calm down.  He found the receipt for the cab fare and listened to my advice about calling the cab company right away. 
与他表示理解他的处境之后,这位旅客的心情也得以平复了下来。他找到了出租车发票,并且按照我的建议立刻去电联系了出租车公司。

I realized then that helping customers resolve problems and getting people to trust your advice/proposal meant more than following brochures, that sometimes you need to impress them with your ability to sympathize and listen.
我意识到其实在帮忙顾客解决问题也好,还是让他人对你的提议/提案有信心也罢,都不仅仅需要就事论事,有时你还要让他们信服于你能够理解他们的处境,并愿意聆听等“知性”能力。

 

 

你们呢?会如何来对答呢?


今天我们就再一起来看一下另外一个面试官可能提出的有关谈判能力的提问以及如何来最佳应答,还有就是有哪些可能需要用到英语表达和词汇。

When was the last occasion that you were given an assignment to develop your mediating skills, and what was the conclusion?
你最近什么时候曾被派工作使得你有机会发挥自己的调解、协商能力,结果如何呢?


*在解答时我们应注意说一下自己如何主动争取这种工作机会。另外,在阐明结果时注意提一下凭藉这个工作内容,使得我们具体收获了哪些谈判技巧。比如,我们在提到跟女性高管的谈判例子时可以注意说一下这其中我们注意到的一些谈判特点。

 

negotiate interview question English

Photo: HikingArtist.com, CC



最佳参考答案:

I told my supervisor that I would be able to handle the afternoon meeting with a female manager from another company to sort out some details of our cooperative project.
我告诉我的主管说我可以处理那天下午跟一位其他公司女主管会晤的事宜,具体商讨一下我们公司跟对方某合作项目的细节处理。

He was more than happy to accept because he had another meeting to attend.  I had worked with him since the beginning of the project, so I know all the ropes.
他很高兴我能处理这事,因为当天他其实还有另外一个会议。自从该项目早期我就跟在他下面做事了,所以我知道全面细节。

He just reminded me of our objectives and I assured him that I understood.
他就只是再跟我说了一下我们的目标有哪些,然后我向他肯定我都了解了。

When the meeting came up, I had started right away on laying out the pros and cons and tried to assure my client that we need to go a certain way because it is more beneficial.
当到了会晤时间,见了面之后我就马上开始了不同条件的“好处”、“坏处”的讨论,试着让我的客户了解,并相信我们需要具体怎么做,因为这样比较有利。

Ms. Lawson, the female manager from the other company, was not impressed.  She told me that I could have sent her memorandum in the email, and she wouldn't have to come all the way down for this.
Lawson小姐,那公司的女主管,显得不是特别高兴了。她告诉我,如果就这么些内容的话,我大可以给她送个email,写个备忘录,就不要浪费她时间还要亲自过来一趟了。

I was taken aback at first, but then I realized that I needed to readjust my strategies; the tactics that I had gotten used to with male clients obviously don't work as well.
刚开始的时候我也觉得很吃惊,没想到她会是这般反应。但仔细一想,我发现我需要重新调整一下我的谈判策略,因为那些我已经习惯了在男性客户身上适用的技巧在这边明显没效。

I apologized and asked her if she would like something to drink.  I told her that I am here to go over the details with her and we can sort out any questions or problems as we go along.
我对她道了歉,并问她是否需要什么饮料,边谈边喝。我告诉她我在这就是要跟她每个条件、每个细节地谈,然后我们有疑问、情况的可以一一提出来进一步协商。

She became more relaxed, and in the end, I still managed to get her to agree to most of our objectives.
接着她就比较放松了许多,最后,我还是成功让她接受了大部分我们原定的一些条件。

 

 

你们又会如何来作答呢?


今天我们就再一起来看一下另外一个在应聘面试时考官可能提出的有关谈判能力的提问以及怎么来最好地做解答。比如,以下提问:

What skills do you use when you need to influence the way other people think?
当你需要尽力影响、改变他人的原有看法时你会应用哪些能力来帮你做到这一点?


我们在回答时应该注意提一下一些具体的“tactics and techniques”(技巧和特殊做法),比如“attack the issue, not the person”(对问题提出异议,而不是击中攻击对方),或是“meet halfway technique”(互相做一下让步,好让双方可以在中间点做个妥协)等等。回答以上提问的重点就是要尽量说得具体一点,不能一笔带过。

 

negotiate interview question English

Photo: quinn.anya, CC



-参考最佳答案:


I was at this meeting with a client who had a huge vendetta about how we've handled her complaints. 
我那时安排了跟一位客户碰面,她对我们处理客户疑问的方式感觉到特别地不满意。

She threatened to discontinue her business with us and demanded a full refund.  She was getting really personal with her attacks.
她威胁要跟我们断绝所有的生意往来,并且让我们全额退还她所支付的费用。她说着说着就开始了针对我个人的语言攻击。

I simply held my tongue and listened.  Then, I told her that we're here to work out the issues, not attack each other.  I told her I was willing to listen to what she has to say, to her complaints.
我不回嘴,就这么平静地听她说。然后我告诉她我们是来处理相关问题的,并不是来互相攻击对方的。我告诉她我愿意听她说,愿意聆听她的一些需要解决的疑问和问题。

She calmed down and started talking about what it was that got her so fired up in the first place. 
她平静了下来,然后就开始说明为什么她会如此地大发雷霆,具体阐明了真正问题所在。

We discussed the problem and possible solutions to resolve the conflict.
我们一起讨论了相关问题以及有哪些可能的解决矛盾的方案。

She was very firm about some points, and I had some things that I couldn't overlook.  In the end, I got her to accept a 40% refund and vouchers as peace offerings.
她对一些问题还是很坚持的,且我也有一些情况是不容忽视的。最后,我成功说服她答应收下40%的退款,并且给了她一些抵用券,就作为祝愿和好如初的礼物。

I told her that we value her business very much and thanked her for bringing the problem to our attention, so that we can improve our services.
我告诉她我们非常重视她这么一个客户,也感谢她能够将问题跟我们阐明,帮助我们做到更好。

In the end, she was so happy and pleased that she even apologized for her behavior earlier. 
最后,她特别地高兴,也特别地满足,她甚至为自己先前的发脾气跟我道歉。

So I think that the willingness to empathize with the other party, to listen and then to persuade them to accept a certain offer are all very important in making that deal a success.
所以我觉得愿意设身处地为对方考虑,聆听对方所说,然后再在这个基础上说服他们同意我们的条件,是为何前面那一段谈判可以得以成功的主要因素。

 

 

你们又会如何来回答呢?


不管是公司职员,还是作家、营业员,甚至是自由业者等等的职业都提倡通过发挥交涉能力来解决业务上可能碰到的难题。毕竟有一些问题用强势猛攻是行不通的。今天我们就继续来讨论一下另外一个面试官可能提及的问题以及如何来作答。当然也顺道学习一下相关的一些英语表达。

 

interview question negotiation skill English

Photo: Xurble, CC



1。我们都听说过有关“self-marketing”(自我推荐和自我营销)。在当下社会我们需要采取积极主动,不能只依靠顾客/雇主找上门来期待‘自然’发展业务。我们提倡通过积极开拓自己的人脉联系,主动发展业务来争取机会,以盼最终能够脱颖而出。那么雇主在这方面的面试提问可能是如下这么一个形式:

Do you need to make your attitude more positive when marketing yourself and your ideas to others?
你认为在做自我营销,即在向他人推荐自己以及一些想法时是否需要更为积极的处事态度?



*这个提问的答案很明显,是希望咱们提供肯定的回答。但我们还是需要在这个问题的基础框架上展开,就自我营销这个技能做进一步的阐明。比如,我们可以举例说一下咱们的一次演讲经验,提一下我们是怎么说服其他人认同自己,共同致力于某目标发展的事实情况等。



2。标准最佳答案:


I remember a time when I was asked to give a progress report on our project.
我记得有一次我被要求就我们的一个项目进展做例行汇报。

I was supposed to just recite some numbers, but I feel that the project is lacking much needed support from our managers.
我原本只需要汇报一下数据什么的,但我觉得该项目缺少了上面领导对之应有的重视和支持。

And I then decided to try and sell the project better to our management team as I update them also about the latest progress on it.
因而我决定试着更好地给我们的管理领导推荐该项目,同时也给他们汇报其最新的一些进展情况。

My pitch highlighted the immediate benefits and the long-term positive effects the project had for our department and for the company as a whole.
我的推荐方法强调了该项目的直接收益以及对我们部门,乃至整个公司今后长期的一些好处影响。

Managers were delighted and offered their full support afterward, and the project was turned from a mediocre task to a booming success.
领导们都感到很满意,也提出了愿意给与全面支持,也因为如此,该项目从一件平凡的单纯工作转变成为了一项莫大的成功,取得了很好成就。



3。可用词汇:


-to pitch/to sell
推荐/使说服接受

-to actively persuade
积极说服认同/接受

-to positively influence
往好的发展方面加以说服影响

-to bring about a success by taking better initiative
通过更好地采取主动来争取获得成功/成就

 

 

 

下一次也将继续介绍其他在面试当中可能碰到的有关谈判能力的提问以及答案。



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