華爾街課程顧問(wèn)CC專業(yè)培訓(xùn)課件

1Q&A

GloriaGe2012-10-6WSESALESTRAINING1Q&A

WSESALESTRAINING2Closethecontract,2ndappointmentSignthecontractandleavebigdeposit,2ndappointmentSignthecontractandleavesmalldeposit(500RMBorless),2ndappointmentLeavebigdeposit(10%),2ndappointmentSmalldeposit,2ndappointment2ndappointmentMaketheclientlikeyou–Establisharelationship！FirstInterviewforSalesPresentation

OBJECTIVESNoDeposit,no2nd;No2nd,nocontract！2Closethecontract,2ndappoi3FirstInterviewforSalesPresentation

重要性---WhyEnglish有效性---WhyWSE緊迫性---WhyNow

THECLIENTSHOULDLEAVEWITHBELOW3PROBLEMSSOLVED

3FirstInterviewforSalesPre4Preparation

ThePresentationProcessWelcomeClientIcebreakingShowCenterPromotiongiftQ&ABizCardExchange

Solution&Advantage………SelfIntroduction4PreparationThePresentationW5

OBJECTIVEToHavePreparedTobementallyandphysicallyreadytogiveagreatpresentation1.Personalappearance2.Cleanandtidyoffice3.Stationery4.Businesscard5.Registrationform6.Handout7.PCPCONSULTATIONSTEP1:

Preparation8.SalesManual-ScholarshipCertificate-Guaranteeletter-Pricelist-New/renewcontract-Methodexplanation-LeveldescriptionATTITUDEConfident&ProfessionalYouneverhaveasecondchancetomakeafirstimpression5

OBJECTIVEToHavePreparedT6

Establisharelationship&makeagreatfirstimpressionProfessional,Natural,

ConfidentandFriendlyCONSULTATIONSTEP2:

WelcomeClient

1.Readthoughthequestionnaire2.Walkdirectlytotheprospect3.Introduceyourself/Shakehands4.Welcometheprospect:Welcome,mynameis…,I’myourcourseconsultant…,Isyour1sttimetocome?5.WalkwiththeprospectandshowaroundOBJECTIVEHOWATTITUDE6

Establisharelationship&7

OBJECTIVEEstablisharelationshipandwin

thetrust1.Smile2.Howdidyoucomehere/convenient3.Talkaboutweather,traffic…4.Doyouhaveanyfriendusedtostudyhere?Natural,Confident,PleasedBeafriendCONSULTATIONSTEP3:BreaktheIceHOWATTITUDESmallTalkwiththeclientwhenyoushowthecenter7

OBJECTIVEEstablisharelat8

OBJECTIVELINEOFARGUMENTRESOURCESATTITUDETOOLSVisualizetheLearningProcess/Warmup1.Lab2.Classrooms3.SocialClub4.EnglishCorner

WhenweshowtheclienttheCenterandtalkabouttheactivitieswegettheminvolved.Weusethesecondperson,introducinghim/hertoateacherandtheSec/Receptionist.

Relaxed.Greetotherstudents/staffThewholeCenter,staff,students

CONSULTATIONSTEP4:

ShowCenterOnlyneedsimplyintroducethedifferentfacility8

OBJECTIVELINEOFARGUMENTR9

Cheerful,Happy,Excited&

ProfessionalCONSULTATIONSTEP5:PromotionGift

HandlingOBJECTIVE

HOW

ATTITUDE1.Handthegifttotheclient2.Explanationofthepromotiongift3.CongratulatethemGivefreegifttotheclientCongratulations

9

Cheerful,Happy,Excited&10

Cheerful,Happy,ProfessionalCONSULTATIONSTEP6:

CC’sRole

IntroductionOBJECTIVE

HOWATTITUDE1.Introduceyourselftotheclient2.Yournameagain,andChinesename3.Telltheclientwhatyouaregoingtodonexttoday4.Telltheclientwhat’syourresponsibilityinthefutureCCself-introductiontotheclient10

Cheerful,Happy,Professi11

Nice,ProfessionalCONSULTATIONSTEP7:

BizcardexchangeOBJECTIVE

HOW

ATTITUDE1.ThisismyBizcard…2.Let’schangethecard…3.Thanks/It’sOk,Thenbringmenexttime…Getclient’sBizcard/prepareforthenextstep:Q&A11

Nice,ProfessionalCONSULT12KeyConceptsofSellingProcessOpportunityNeedFeatureCloseProbeBenefitPersuadeKEYCONCEPTOFTHE

SELLINGPROCESS12KeyConceptsofSellingProc13

OBJECTIVEHOW

ATTITUDE1.Guildtheclienttalk2.Listen3.TakenotesCare,Interested,Focus,Friendly,Encourage,GuildCONSULTATIONSTEP8:

Q&ADesire&Decisionmaker13

OBJECTIVEHOWATTITUDE1.14KeyConceptsofSellingProcessKEYQUSETIONSTOASKCLIENTS

過(guò)去1現(xiàn)在2未來(lái)3英語(yǔ)學(xué)習(xí)AA1A2A3工作生活BB1B2B3

B3=DesireBenefit>>Investment14KeyConceptsofSellingProc15KeyConceptsofSellingProcessKEYQUSETIONSTOASKCLIENTS

StartfromBizcardYes:describetheBizcardNo:AsktheinformationoftheBizcardBizCardinformationincludes:Companyname:industry/company(development)Jobtitle:Howlongwiththecompany/positionPositioninthecompany(development)PositiondetailedjobresponsibilityAddress:Time/Traffic

15KeyConceptsofSellingProc16A2:HowisyourEnglishlevel?DoyouneedtospeakEnglishwhenyouwork?Isthereanyforeignerinyourcompany?B2:What’syourcompanylike?Whatdoyoudo?WhodoyouspeakEnglishto:yourboss/client/colleagues?InwhatkindofsituationdoyouuseEnglish:Meeting/report/call/email/presentation?HowoftendoyouspeakEnglish?Howlonghaveyouworkedinthiscompany?Isyour1stjob?B1:What’syourlastjob?Whydoyouchangetothecurrentjob?Whereareyoufrom?WhydoyoucometoSH?KEYQUSETIONSTOASKCLIENTS

16A2:KEYQUSETIONSTOASKCLIE17KEYQUSETIONSTOASKCLIENTS

B3:CanyoutellmewhydoyouwanttoimproveyourEnglish?HowbenefitwillbeifyouimproveyourEnglish?WhatareyougoingtodowithyourimprovedEnglish?A3:HowgooddoyouwantyourEnglishtobe?Why?Howlongdoyouplantomakeit?Why？A1:What’syourpastlearningexperience?A2：Listallproblems九大困難：勾引+診斷大班授課中教老師，老師質(zhì)量缺乏語(yǔ)言環(huán)境發(fā)音不準(zhǔn)不敢開(kāi)口緊張害羞尷尬不敢開(kāi)口死記硬背，前背后忘中文思維經(jīng)常出差加班時(shí)間不固定惰性，無(wú)法堅(jiān)持17KEYQUSETIONSTOASKCLIENTS18

OBJECTIVECONSULTATIONSTEP9:

Solution&

AdvantagesLINEOFDISCUSSION

1.Reviewwhat’stheclientcurrentEnglishsituation,problems,objectives2.Findoutclient’sKeyproblemsthatcanbeonlysolvedbyWSE3.Offersolution:Ithinkwhatyouneedis…4.ThenLetmeintroducehowWSEcouldhelpyoutosolvesuchproblemsandreachyourlearningobjectives…

ATTITUDEProfessionalBridgefortheQ&AtoMethodBriefideaforbothClientandCCFeatureandBenefit18

OBJECTIVECONSULTATIONLINE19FABTalkFeatureBenefitAdvantageProduct’scharacteristicsThedetailedadvantagesProduct’svaluetoclients…h(huán)as…features…thatistosay……soyoucan…19FABTalkFeatureBenefitAdvant20

OBJECTIVECONSULTATIONSTEP10:

MethodLINEOFDISCUSSIONHOWExplainwhatmethodworksUsethemethodformMaketheclientfeel:Itwillworkforme

ATTITUDEHonest,ProfessionalandcheerfulGiveashortexplanationonhowthemethodworks.Youshouldalwaysincludetheclient’sneedandofferclearsolutionsandadvantages.Makeconnections!20

OBJECTIVECONSULTATIONLINE21MondaytoFriday:9:00amto9:00pmSaturday&Sunday:9:00amto7:00pmCONSULTATION

STEP11:

MULTIMETHOD?SOCIALCLUBACTIVITYWITHFOREIGNTEACHER12STUDENTSMAXIMUMENGLISHCORNER+E-VILLAGEMUSTCREATEVALUE!!CLASSWITHFOREIGNTEACHER4STUDENTSMAXIMUMFLUENCYCLASSWITHFOREIGNTEACHER8STUDENTSMAXIMUMCOMPLETE

STUDENTMANUALPREPARATION

INTHESPEAKINGZONE

orENGLISHANYTIME＋STUDYADVISORAnyquestions?21MondaytoFriday:922

OBJECTIVECONSULTATIONSTEP12:

FeedbackLINEOFARGUMENT

1.Ultimateflexibilityintimeandphysicallocation2.Additionalfuncontentviatheinternet3.Customizedstudylevel4.Exercisereview5.Greatcontroloverstudyingpace6.Additionalexercisesanddictionaries7.On-lineservice(reserveactivity,reviewschedule,checkprogress,updateinformation,theVill@ge,EnglishAnytime)ExplainadvantagesofEnglishAnytime22

OBJECTIVECONSULTATIONLINE23WALLSTREETENGLISH

BriefHistory“正如您所知道的，我們是一所國(guó)際化的英語(yǔ)語(yǔ)言培訓(xùn)學(xué)校。我們的目標(biāo)是提高學(xué)生的英語(yǔ)溝通能力。我們不是要教學(xué)生通過(guò)考試的簡(jiǎn)單方法而是鍛煉學(xué)生的溝通技能使得他們真正的能夠在生活和工作當(dāng)中應(yīng)用英語(yǔ)。我們的學(xué)校最早于1972年在意大利成立。我們?cè)谌澜缬?0多年的英語(yǔ)培訓(xùn)經(jīng)驗(yàn)?，F(xiàn)在我們?cè)谌澜缬谐^(guò)400個(gè)學(xué)習(xí)中心，包括歐洲，南美洲和亞洲。華爾街于2000年6月進(jìn)入中國(guó)，現(xiàn)在北京，上海，廣州共有14所中心。亞洲的香港，臺(tái)北，新加坡，泰國(guó)也有華爾街中心。我們已經(jīng)成功的培訓(xùn)了超過(guò)1,000,000名象您一樣的成年人講流利的英文”23WALLSTREETENGLISH

BriefHi24

CONSULTATIONSTEP13:CustomerFeedback“DOYOUHAVEANYQUESTIONS?”24

CONSULTATION“DOYOUHAVE25

OBJECTIVELINEOFARGUMENTLevelreachedattheendofeachstage

CREATEVALUE!SurvivalWaystageUpperWaystageThresholdMilestoneMasteryBOL(1-6)CONSULTATIONSTEP14:

LevelDescriptionHOWIntroduceWSIcourseswithPCPAccordingtocustomer’sneeds25

OBJECTIVELINEOFARGUMENT26

OBJECTIVELINEOFDISCUSSIONRESOURCESTOOLSDesignWSIcourses“WSIhas

whatIneed”CREATEVALUE!Offer2optionsPaintthepicturePCPShowLevelSelectSoftwareThemethodis17levelsLet’ssayyoustarton...Youneedtocomebackforentrancetest.We’llfindoutwiththetest.Level3isabasicknowledgeofEnglish.Onthe6thyou’llbegintodevelopfluency,the9thishighcommunicationabilityandthe12thisanadvancedlevel.CONSULTATIONSTEP15:

PersonalCourse

ProposalonPCP26

OBJECTIVELINEOFDISCUSSI27BOL1BOL2BOL3BOL4BOL5BOL627BOL1BOL2BOL3BOL4BOL5BOL28PAINTING

THE

PICTUREIn3monthsMissWang,youwill----In6monthsMissWang,youwillbeabletoexpressyourselfmoreclearlyinyoumeetings,documents,reportsatMotorola.

In9monthsMissWang,youwill---InjustoneyearMissWang,youwillhaveimproved6levelsandyouwillbemuchmoreconfidentinthosemeetingsatMotorola.YouwillbeabletodothetranslationsforyourbossatMotorolaandI’msurehewillbevery happyandhewillhavetogiveyouaraiseinsalaryorapromotion!28PAINTINGTHEPICTUREIn3mon29

OBJECTIVECONSULTATIONSTEP18:

TotalPriceExplanationLINEOFDISCUSSION1.Thetotaltuitionfeeis,32,7002.Whatdoyouthink?3.Expensive?NO!4.It’sainvestmentforyourfuture.5.Makethemsuffer6.Paintthepicture.HOW1.Explainthetotalpricewithoutanydiscount!2.writedownonPCPYougetyourmoney’sworth

ATTITUDECalm,Firm,confident,Professional29

OBJECTIVECONSULTATIONLINE30

OBJECTIVECONSULTATIONSTEP19:

PriceValue

Build-upLINEOFDISCUSSIONUnlimitedlabhoursStudent’smanualsDiskettesConversationClassesSocialClubActivitiesEnglishCornerGuarantee

HOWExplainwhatpriceincludesWritedownonPCPBuildupthepricevalue

ATTITUDEProfessional,confident30

OBJECTIVECONSULTATIONLINE31

CONSULTATIONSTEP20:

GuaranteeExplanationExplaintheGuaranteeLettertotheClient31

CONSULTATIONExplaintheG32

CONSULTATIONSTEP21:

AskofClient’sFeedback“DOYOUHAVEANYQUESTIONS?”32

CONSULTATION“DOYOUHAVE33

OBJECTIVECONSULTATIONSTEP22:

OvercomeObjectionsLINEOFARGUMENTThinkit’sexpensiveWhatifIdon’tlikeitlateron?3.WhatifIgiveup?4.Whataboutgrammar?5.Canonelearnalanguagewithacomputer?6.IsthisAmericanorBritishEnglish?7.Ispendalldayinfrontofamonitoritsoundsboring.8.Ihavetoaskmyhusband/wife/parents9.Howdoyouguaranteetheresult?10.HowdoIstudyEnglishasanBeginner?Overcomeclient’s

objections33

OBJECTIVECONSULTATIONLINE34KeyConceptsofSellingProcessOvercomeObjection

2

你們今天讓我來(lái)干什么？我想來(lái)拿免費(fèi)資料。2

我不喜歡網(wǎng)上學(xué)習(xí)/對(duì)著電腦學(xué)習(xí)。2

這和在家學(xué)習(xí)有何不同？

2

你們是根據(jù)什么定價(jià)？為何這么貴？2

外面的學(xué)校都很便宜，只要幾千元。2

這么貴的價(jià)格才上這幾節(jié)外教課。2

你們和WEB有何區(qū)別？比他們好在哪里？2

我想要去新東方看看，再比較一下。我有朋友在這學(xué)習(xí)，好像效果不怎么樣。2

你們會(huì)有效果嗎？先讓我嘗試一下看看效果怎樣。

2

我父母說(shuō)你們不固定學(xué)習(xí)時(shí)間，不適合我。2

我沒(méi)有時(shí)間/沒(méi)有錢(qián)/沒(méi)有用英語(yǔ)的機(jī)會(huì)/學(xué)了不用就忘了2

我不想學(xué)這么長(zhǎng)時(shí)間，只想學(xué)兩三個(gè)月。34KeyConceptsofSellingProc35KeyConceptsofSellingProcessOvercomeObjection

2

我只想通過(guò)考試。2

我先在家自學(xué)一段時(shí)間再來(lái)吧，其實(shí)關(guān)鍵要看自己。2

我要等我工作了/找到好工作/結(jié)婚后再說(shuō)。先付個(gè)定金吧/不學(xué)可退嗎？

2

我要回去問(wèn)問(wèn)我父母。2

我打個(gè)電話問(wèn)一下我老公/老婆/朋友

2

你可以把你們的教材放給我看看嗎？2

我可以現(xiàn)在做個(gè)測(cè)試嗎？2

我再考慮一下吧，我這個(gè)人消費(fèi)是非常理智的。2

我如果付2萬(wàn)多，你能保證我英語(yǔ)流利交流嗎？

2

如果我要學(xué)的話，你們不優(yōu)惠我也無(wú)所謂。2

我不喜歡便宜的東西。2

好，我再考慮一下給你答復(fù)好嗎？2

我的心里價(jià)位2萬(wàn)，2萬(wàn)我就報(bào)。35KeyConceptsofSellingProc36

CONSULTATIONClosePrioritiesContractsignedGetaDepositandbookETappointmentBook2ndAppointmentforETorDemo36

CONSULTATIONContractsign37

OBJECTIVECONSULTATIONSTEP23:

Scholarship

IntroductionTOOLS

Pre-RegistrationFormCD/DCDHOWIntroducescholarship.Writedown5,200RMBdiscountonPCP3.Explainwhatthescholarshipispayingfor3.Limitedquota,MakeclientwantitGetdeposit

Auniqueopportunity!!37

OBJECTIVECONSULTATIONTOOL38

CONSULTATIONHowtogetdepositUnderdirectionofstandardCenterprocedureCD/DCDtoprovideassistanceonlyifneedCompletePre-RegistrationFormLimitedavailabilitypermonthPaydepositAfterdeposittalk38

CONSULTATIONUnderdirecti39

CONSULTATIONSTEP24:

CloseOfferOrientationClass1.TakeoutOrientationClassbookingschedule2.Give2choicesforthecustomertoattendOrientationClass3.TakeoutRegistrationcontractandstartwriting4.Askforpayment(cashorcreditcard?)39

CONSULTATION1.TakeoutOr40

STEP25:

Close2ndInterviewOBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSCloseSecondInterviewLetusmaketheappointmentfortheentrancetest?Tomorroworthedayafter?Letusmaketheappointmentforthefreedemolesson?Tomorroworthedayafter.GiveaCHOICE.Nevera“NO”optionanswer.ArrangeinterviewwithdeterminationandconfidencePersonalagendaBusinesscardwithdateandtimePRESENTATION40

STEP25:

Close2ndInter41REGISTERINGAT

WALLSTREETENGLISHRegistrationContractContracttermsStudyagreementEntrancetestresultBookorientationclass41REGISTERINGAT

WALLSTREETE42

CONSULTATIONSTEP26:

Handoutinformation

HandouttheWSEOrangeBrochureandPCP,EntranceTestcolorprintedresultShowthemoutofthecenter,saygood-byeRemindthemofdate/timeof2ndappointment42

CONSULTATIONHandoutthe43SIGNCONTRACTANDCOLLECT

簽訂合同并收款OBJECTIVES目標(biāo)MYCONSULTANTWILLHELPME我的學(xué)生顧問(wèn)會(huì)幫助我IREALLYENJOYEDTHEFRIENDLYANDPROFESSIONALATMOSPHERE我真的很喜歡那種友好、職業(yè)氛圍IT’SIMPORTANTTOUSETHEMETHODPROPERLY

恰當(dāng)使用這種方法很重要THECLIENTMUSTLEAVEWITHTHEFOLLOWINGCONCEPTS:客戶必須帶著下列概念離開(kāi)：

PROMOTIONOFTHEMONTH當(dāng)月促銷CREDITCHECK信譽(yù)支票CLOSINGTOOLS手段SALETOPRIVATEINDIVIDUALS

TheSecondInterview?I’MPLEASED.I’VEMADETHERIGHTDECISION.I’LLTELLMY

FRIENDSABOUTIT我很高興，我作出了正確決定。我會(huì)告訴我的朋友43SIGNCONTRACTANDCOLLECT44WELCOME

歡迎THESECONDINTERVIEW:

TheProcessVERIFYOBJECTIONS

確定目標(biāo)ENTRANCETEST

入學(xué)測(cè)試CLOSESALE

達(dá)成意向SIGNCONTRACT

簽訂合同AFTER-SALE

售后服務(wù)IFYOUDONOTCLOSE

若沒(méi)達(dá)成意向44WELCOME

歡迎THESECONDINTERVI45OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSTheclientshouldfeelhappytobebackandwelcomed.Sayhis/hername.Weshouldcommentonsomethingabouthim/herwhichwasmentionedduringtheFirstPresentation. So,howwastheweekendinthemountains? Didyoumanagetogetthedrivinglicense?MaketheclientfeelcomfortableCheerful.Smiling.

PCP(wehavereaditbefore)theirreturntotheCenter

THESECONDINTERVIEW:Welcome45OBJECTIVELINEOFDISCUSSIONR46OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSTheclientshouldhavenodoubts,becauses/hewillsignupaftertheEntranceTest.Preparetoclose.Haveyougotanyquestionsonwhatweweretalkingaboutyesterday?(Theywillnormallyaskquestionsabouttheproduct.Theyhavealreadydecidedtobuy.)

Tothepoint.Donotwastetime.

Interested,Professional.Wewanttohelp.BlanksheetofpaperTHESECONDINTERVIEW:

CheckingObjections46OBJECTIVELINEOFDISCUSSIONR47OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSTheclientmustbuynow!Helphim/herdecide.

Doyouwanttodo___or___levels?AreyoudeterminedtogotoT3?Whendoyouwanttostart,__or__?

GivethemaCHOICE.Thiscourseorthisotherone?ExpertPCP,RegistrationFormTHESECONDINTERVIEW:

Closing47OBJECTIVELINEOFDISCUSSIONR48OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSCongratulations!SignthecontractDown-payment

“Let’sfillintheforms.Yourfullnameis...Andyouliveat...That’snear...Yourofficephonenumber?…”ReadaloudwhileyouarewritingProfessionaldialogueContract.Receipt.Welcomeletter,FirstLessonBook,Guarantee,AppointmentCardwithdate&timeofFirstLesson,LoanPapersTHESECONDINTERVIEW:SigntheContract48OBJECTIVELINEOFDISCUSSIONR49OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSS/hehasmadetherightchoiceWhenlearningalanguage,DEDICATIONisfundamental.Wewillmeetregularlytomakesurethatyouaresatisfiedandmakinggoodprogress.Let’ssee...we’llmeetafteryourFirstLesson....

EntranceTest

HappyandRelaxedTHESECONDINTERVIEW:

AfterClosingBusinessCardInformationFolder49OBJECTIVELINEOFDISCUSSIONR50OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSCloseanotherinterviewforaDemonstrationorComplementaryClass,EnglishCornerorSocialClubActivity.Wouldyouliketotrythemethod?

Itwouldbeapitytomissoutonthespecialconditionsavailableforthefirst50studentstoregisterthismonth.

YourCreditCheckwillexpireon...

“Itwouldbeapity...”

CalmandFirmComplementaryClassScheduleSocialClubCalendarEnglishCorner

THESECONDINTERVIEW:

Ifyoudonotclose...50OBJECTIVELINEOFDISCUSSIONR51

CONSULTANT’STMK

THEREASONWHY

Contacts聯(lián)系A(chǔ)ppointmentsbooked預(yù)約Presentations咨詢Contracts合同Sales銷售Bookingrate預(yù)約率Showrate出現(xiàn)率Closingrate合同率Averageprice平均價(jià)51CONSULTANT’STMK

THEREASON52CONSULTANT’STELEMARKETINGPLANNNEDANDSYSTEMATICUSEOFTHETELEPHONE有計(jì)劃有規(guī)律使用電話PRESENTATIONS咨詢SALES

OBJECTIVE銷售目標(biāo)52CONSULTANT’STELEMARKETINGPL53RecuperationofOldContacts老客戶NewContacts新客戶

Students學(xué)生Referrals介紹的朋友

CONSULTANT’STELEMARKETING

TYPESOFCALLS電話種類53RecuperationofOldContact54CONSULTANT’STELEMARKETING1st2nd3rdPREPAREMATERIALFORTHEWHOLEMONTH準(zhǔn)備整月資料SETTIMESTOCALL(noon&eve)定下打電話時(shí)間

ONEHOUREVERYDAY每天一小時(shí)SAMETIMEEVERYDAY每天同一時(shí)間WORKMETHODICALLY(PC)工作有次序

WRITEINTOAGENDA寫(xiě)在日志上54CONSULTANT’STELEMARKETING1s55CALLEVERYDAY每天打電話CALLALLCONTACTS給所有的客戶打電話

DONOTSKIPANYONE不要漏掉一個(gè)PREPAREEACHCALL拿起聽(tīng)筒前準(zhǔn)備好每個(gè)電話要講內(nèi)容

BEFOREPICKINGUPTHERECEIVER

CONSULTANT’STELEMARKETING

55CALLEVERYDAY每天打電話

CONSULTA56

BASICQUALITYSTANDARDS

HAVEAPOSITIVE

ATTITUDEABOUTTHECONTACT對(duì)客戶要有積極態(tài)度ALWAYSFOLLOWTHEOUTLINESANDLINEOFARGUMENT一定要遵循討論問(wèn)題的思路和要點(diǎn)DONOTTRYTOSELLOVERTHEPHONE不要試圖通過(guò)電話銷售JUSTONEGOAL:CLOSETHEAPPOINTMENT電話目的：定下約會(huì)THINKOFTHECONVERSATIONBEFOREYOUCALL.BEPREPARED!

打電話前想你要談什么。要準(zhǔn)備56

BASICQUALITYSTANDARDS

HAV57SMILE.FEELHAPPY.PROFESSIONALANDFRIENDLY.YOUSHOULDALWAYSHAVESOMETHINGTOSAYTHATWILL“PERSONALIZE”THECALL.微笑，高興，專業(yè)，友好。針對(duì)客戶的情況打電話MAKEYOURMESSAGESCLEAR.語(yǔ)言要清晰、肯定。

DONOTHESITATE.PAUSEONLYWHENNECESSARY.只在需要時(shí)停頓ATTITUDE,DRESS,SELFCONFIDENCEAR