{"id":1322,"date":"2025-06-11T10:47:34","date_gmt":"2025-06-11T10:47:34","guid":{"rendered":"http:\/\/okoboro.com\/?p=1322"},"modified":"2026-04-15T12:44:19","modified_gmt":"2026-04-15T10:44:19","slug":"neistota-zakaznika-ak-s-nou-nepracujete-stracate-vela-biznisu","status":"publish","type":"post","link":"https:\/\/okoboro.com\/en\/neistota-zakaznika-ak-s-nou-nepracujete-stracate-vela-biznisu\/","title":{"rendered":"The uncertainty of the customer. If with it you are not, you lose a lot of business."},"content":{"rendered":"

Neistota z\u00e1kazn\u00edka m\u00e1 ve\u013ek\u00fd vplyv na str\u00e1canie biznisu.<\/p>\n\n\n\n

Je mo\u017en\u00e9, \u017ee nasleduj\u00face slov\u00e1 sa mnoh\u00fdm nebud\u00fa p\u00e1\u010di\u0165. A mo\u017eno bud\u00fa znie\u0165 pr\u00edli\u0161 tvrdo. Ale pre obchod je to tak mimoriadne z\u00e1sadn\u00e9, \u017ee to nap\u00ed\u0161em. U v\u00e4\u010d\u0161iny obchodn\u00edkov \u010di pred\u00e1vaj\u00facich vid\u00edm z\u00e1sadn\u00fa chybu, ktor\u00e1 ich ober\u00e1 o tr\u017eby. Pri predaji sa zameriavaj\u00fa pr\u00edli\u0161 na benefity, v\u00fdhody a pozit\u00edva pred\u00e1vanej slu\u017eby \u010di produktu. A to je s\u00edce fajn. V\u0161ak ak by pred\u00e1van\u00e9 neprinieslo \u017eiadny benefit, tak nem\u00e1me d\u00f4vod si to k\u00fapi\u0165. Na druhej strane, ak pred\u00e1vame iba benefity, pozit\u00edva a v\u00fdhody napasovan\u00e9 na klientove potreby, ve\u013ea biznisu str\u00e1came. Znie to mo\u017eno nelogicky. Ale je to pravda.<\/p>\n\n\n\n

A \u00e1no, s\u00fahlas\u00edm. Benefity a pozit\u00edva s\u00fa z\u00e1klad, aby k obchodu mohlo pr\u00eds\u0165, len\u017ee zab\u00fada sa na tzv. MISKU V\u00c1H N\u00c1KUPN\u00c9HO ROZHODNUTIA<\/strong>, ktor\u00e1 silno vpl\u00fdva na to, \u010di sa z\u00e1kazn\u00edk rozhodne alebo nerozhodne k\u00fapi\u0165.<\/p>\n\n\n\n

\u010co je t\u00e1 miska v\u00e1h? S\u00fa to NEISTOTY, OT\u00c1ZNIKY a RIZIK\u00c1<\/strong>, ktor\u00e9 \u013eudia pri ka\u017edom trocha komplikovanej\u0161om obchode v\u017edy c\u00edtia. Len\u017ee probl\u00e9m je, \u017ee skoro nikdy nie s\u00fa vypovedan\u00e9.<\/p>\n\n\n\n

Pozor. Nem\u00e1m na mysli to, ke\u010f idem do svojej ob\u013e\u00fabenej kaviarne si da\u0165 k\u00e1vu. Tam neistotu \u017eiadnu nec\u00edtim lebo viem presne ako bude chuti\u0165. M\u00e1m na mysli komplexnej\u0161\u00ed obchod.<\/p>\n\n\n\n

A to \u017ee klient vyslov\u00ed nejak\u00fa n\u00e1mietku a my na \u0148u reagujeme, je ve\u013emi slab\u00e1 pr\u00e1ca s neistotami. M\u00e1m na mysli proakt\u00edvne vy\u0165ahovanie nevypovedan\u00fdch neist\u00f4t<\/strong>, ktor\u00e9 klient c\u00edti, ale nepovie n\u00e1m ich.<\/p>\n\n\n\n

Len\u017ee ako vytiahn\u00fa\u0165 nevypovedan\u00e9?<\/p>\n\n\n\n

Ak polo\u017e\u00edme napr. uzatvoren\u00fa ot\u00e1zku: „M\u00e1te k tomu nejak\u00e9 ot\u00e1zky?“<\/em><\/strong> <\/em> \u010co mysl\u00edte? Pr\u00edde skuto\u010dn\u00e1 odpove\u010f?<\/p>\n\n\n\n

TIP \u010d. 1:<\/strong> Kladenie iba ot\u00e1zok je na vytiahnutie nevypovedan\u00e9ho zna\u010dne nefunk\u010dn\u00e9. Pre\u010do? Lebo my \u013eudia sme nau\u010den\u00ed, \u017ee ak sa n\u00e1s p\u00fdtaj\u00fa ot\u00e1zku a nechceme odpoveda\u0165, tak to vieme \u013eah\u0161ie zahovori\u0165 \u010di neodpoveda\u0165. <\/p>\n\n\n\n

Lep\u0161ie je vyu\u017e\u00edva\u0165 kombin\u00e1ciu ot\u00e1zok – neot\u00e1zok. To s\u00fa gramaticky s\u00edce oznamovacie vety, ale \u013eudia maj\u00fa nutkanie na ne odpoveda\u0165 a \u010dasto poveda\u0165 aj to, \u010doho sa str\u00e1nili.<\/p>\n\n\n\n

Pr\u00edklad pou\u017eitia z mno\u017estva r\u00f4znych kombin\u00e1ci\u00ed:<\/strong><\/p>\n\n\n\n

Ja: „M\u00f4\u017eem sa sp\u00fdta\u0165 trocha netradi\u010dn\u00fa ot\u00e1zku?“ <\/em><\/strong>(TICHO)<\/p>\n\n\n\n

Technika pop\u00edsania toho \u010do sa ide udia\u0165. Ak ideme napr. polo\u017ei\u0165 ot\u00e1zku, ktor\u00e1 p\u00f4sob\u00ed netradi\u010dne, ozna\u010d\u00edme to vysloven\u00edm \u017ee to bude netradi\u010dn\u00e9 a t\u00fdm sa u druh\u00e9ho zv\u00fd\u0161i zvedavos\u0165 a z\u00e1rove\u0148 z\u00edskame potvrdenie, aby sme pokra\u010dovali.<\/p>\n\n\n\n

Klient: „\u00c1no“<\/em><\/strong> <\/p>\n\n\n\n

Ja: „Ak\u00e9 ot\u00e1zniky oh\u013eadom tohto rie\u0161enia vn\u00edmate?“<\/em><\/strong> (TICHO)<\/p>\n\n\n\n

Otvoren\u00e1 ot\u00e1zka nad ktorou sa treba pri odpovedi viac zamyslie\u0165.<\/p>\n\n\n\n

Klient: „Neviem. Teraz mi ni\u010d nenapad\u00e1.“<\/em><\/strong><\/p>\n\n\n\n

Pod\u013ea kontextu a osobnosti klienta niekto tu u\u017e nie\u010do m\u00f4\u017ee odhali\u0165, ale \u010dasto je to sk\u00f4r neur\u010dit\u00e9 ako v tomto pr\u00edpade. Alebo odpove\u010f nie je cel\u00e1 pravda. Pr\u00edpadne to ide akoby do outu. Pre\u010do to tak je? Lebo \u013eudia na prv\u00fd kr\u00e1t vo v\u00e1\u017enej\u0161ej veci, ktor\u00fa nie \u00faplne chc\u00fa poveda\u0165, maj\u00fa tendenciu neodpoveda\u0165.<\/p>\n\n\n\n

Ja: „Tak\u017ee to asi znamen\u00e1, \u017ee rie\u0161enie je pre v\u00e1s ide\u00e1lne.“ <\/em><\/strong>(TICHO)<\/p>\n\n\n\n

alebo<\/p>\n\n\n\n

Ja: „Tak\u017ee dalo by sa poveda\u0165, \u017ee rie\u0161enie je pre v\u00e1s na 100% ide\u00e1lne.“ <\/em><\/strong>(TICHO)<\/p>\n\n\n\n

Toto je mocn\u00e1 technika tzv. falo\u0161nej sumariz\u00e1cie<\/strong>. Klient doslova nepovedal, \u017ee mu rie\u0161enie vyhovuje. Ale vzh\u013eadom k odpovedi, \u017ee akoby nebol s ni\u010d\u00edm probl\u00e9m, t\u00e1to varianta v tomto kontexte dobre sed\u00ed. D\u00f4le\u017eit\u00e9 je, aby sme to vyslovili ako oznamovaciu vetu. Ned\u00e1vame v nej inton\u00e1ciu ot\u00e1znika na z\u00e1ver. D\u00f4vod je mo\u017eno pre v\u00e1s zvl\u00e1\u0161tny. Ale oznamovacia veta zvy\u0161uje \u00fa\u010dinok n\u00e1slednej reakcie, lebo \u013eudia nemaj\u00fa pocit, \u017ee dostali ot\u00e1zku. Je to ich slobodn\u00e1 v\u00f4\u013ea nie\u010do poveda\u0165. Neboli k odpovedi vyzvan\u00ed ot\u00e1zkou.<\/p>\n\n\n\n

TIP \u010d. 2:<\/strong> D\u00f4le\u017eit\u00e9 je vyslovi\u0165 falo\u0161n\u00fa sumariz\u00e1ciu pokojne. Akoby sme iba nie\u010do oznamovali. A taktie\u017e by to nemalo by\u0165 ve\u013emi vzdialen\u00e9 od toho \u010do bolo povedan\u00e9. <\/p>\n\n\n\n

Mo\u017en\u00e9 typick\u00e9 odpovede klienta:<\/p>\n\n\n\n

Klient: „Ide\u00e1lne \u00faplne nie. Treba e\u0161te …“<\/em><\/strong><\/p>\n\n\n\n

Klient: „Hmm, 100% to e\u0161te z\u00e1vis\u00ed od …“<\/em><\/strong><\/p>\n\n\n\n

Klient: „Naozaj to vyzer\u00e1 by\u0165 dobr\u00e9. Z\u00e1le\u017e\u00ed e\u0161te od ceny“<\/em><\/strong><\/p>\n\n\n\n

…<\/em><\/strong><\/p>\n\n\n\n

C\u00edtite ako pri spr\u00e1vne pou\u017eitej falo\u0161nej sumariz\u00e1cii, \u013eudia maj\u00fa siln\u00fa tendenciu n\u00e1s opravi\u0165 \u010di doplni\u0165 a t\u00fdm vlastne otvori\u0165 debatu o \u010dom chceme?<\/p>\n\n\n\n

A presne tu sa m\u00f4\u017eu za\u010da\u0165 dia\u0165 divy. Ak odhal\u00edme nevypovedan\u00fa a z\u00e1rove\u0148 z\u00e1sadn\u00fa neistotu, ot\u00e1znik \u010di riziko, tak m\u00e1me k\u013e\u00fa\u010dov\u00e9 inform\u00e1cie a vieme s nimi nar\u00e1ba\u0165. Ak ich ale nem\u00e1me, tak vlastne ani netu\u0161\u00edme v \u010dom je probl\u00e9m a \u010dasto sa pred\u00e1vaj\u00faci uspokoj\u00ed s neur\u010dit\u00fdmi n\u00e1zormi, \u017ee sme boli drah\u00fd a podobn\u00e9 \u010dast\u00e9 z\u00e1mienky, ktor\u00e9 nemusia by\u0165 hlavn\u00fd zdroj probl\u00e9mu.<\/p>\n\n\n\n

TIP \u010d. 3: <\/strong>Na vytiahnutie nevypovedan\u00e9ho sa flexibilne pou\u017e\u00edvaj\u00fa kombin\u00e1cie ot\u00e1zok, labelingu, mislabelingu (cielene nespr\u00e1vneho ozna\u010denia), sumariz\u00e1cie, falo\u0161nej sumariz\u00e1cie, techniky pop\u00edsania toho \u010do sa ide sta\u0165, verb\u00e1lneho zrkadlenia, dojmu prekvapenia at\u010f. D\u00f4le\u017eit\u00e1 pritom je schopnos\u0165 flexibiln\u00e9ho reagovania. Na prv\u00fa \u013eudia v\u00e4\u010d\u0161inou nepovedia to \u010do si naozaj myslia.<\/p>\n\n\n\n

P.S.: Vysok\u00e1 \u0161kola obchodu<\/strong><\/p>\n\n\n\n

Odha\u013eovania podstaty \u010do si \u013eudia naozaj myslia a nechc\u00fa to poveda\u0165 sa na mojich tr\u00e9ningoch obchodu \u010di vyjedn\u00e1vania \u010dasto celkom dos\u0165 venujeme. \u00da\u010dastn\u00edci spom\u00ednaj\u00fa, \u017ee akoby to dok\u00e1zalo meni\u0165 hru. Dalo by sa poveda\u0165, \u017ee toto je u\u017e vysok\u00e1 \u0161kola obchodu.<\/p>\n\n\n\n

- Viktor Kostick\u00fd<\/p>","protected":false},"excerpt":{"rendered":"

Neistota z\u00e1kazn\u00edka m\u00e1 ve\u013ek\u00fd vplyv na str\u00e1canie biznisu. Je mo\u017en\u00e9, \u017ee nasleduj\u00face slov\u00e1 sa mnoh\u00fdm nebud\u00fa p\u00e1\u010di\u0165. A mo\u017eno bud\u00fa znie\u0165 pr\u00edli\u0161 tvrdo. Ale pre obchod je to tak mimoriadne z\u00e1sadn\u00e9, \u017ee to nap\u00ed\u0161em. U v\u00e4\u010d\u0161iny obchodn\u00edkov \u010di pred\u00e1vaj\u00facich vid\u00edm z\u00e1sadn\u00fa chybu, ktor\u00e1 ich ober\u00e1 o tr\u017eby. Pri predaji sa zameriavaj\u00fa pr\u00edli\u0161 na benefity, v\u00fdhody […]<\/p>\n","protected":false},"author":2,"featured_media":2746,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[44,43],"tags":[],"class_list":["post-1322","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-obchod","category-vyjednavanie"],"acf":[],"yoast_head":"\nNeistota z\u00e1kazn\u00edka. Ak s \u0148ou nepracujete, str\u00e1cate ve\u013ea biznisu. - okoboro<\/title>\n<meta name=\"description\" content=\"Neistota z\u00e1kazn\u00edka je \u010dasto skryt\u00fd faktor, ktor\u00fd rozhoduje o \u00faspechu alebo strate obchodu. V \u010dl\u00e1nku sa dozviete, pre\u010do samotn\u00e9 benefity nesta\u010dia a ako proakt\u00edvne odha\u013eovanie nevypovedan\u00fdch ob\u00e1v a riz\u00edk v\u00fdrazne zvy\u0161uje \u00faspe\u0161nos\u0165 predaja.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/okoboro.com\/en\/neistota-zakaznika-ak-s-nou-nepracujete-stracate-vela-biznisu\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Neistota z\u00e1kazn\u00edka. Ak s \u0148ou nepracujete, str\u00e1cate ve\u013ea biznisu. - okoboro\" \/>\n<meta property=\"og:description\" content=\"Neistota z\u00e1kazn\u00edka je \u010dasto skryt\u00fd faktor, ktor\u00fd rozhoduje o \u00faspechu alebo strate obchodu. 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