Somebasicthoughtsonsellingprocesses销售过程中一些基课件

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Some basic thoughts on selling processes,销售过程中一些基本的理念,April 2001,2001年4月,Somebasicthoughtsonsellingprocesses销售过程中一些基课件,1,Qualify your prospects(1)选择合格的潜在客户,Potential Prospects,潜在的客户群,Qualified,Prospects,合格的潜在客户,Qualify your prospects(1)选择合格,2,Qualify your prospects(2)选择合格的潜在客户,Possible profiles 可能的轮廓,Have needs 有需要,Understand the needs 理解需要,Have money 有钱,Have incentive to buy 有购买的动机,Considering to buy 考虑购买,Will buy within x months 在X月内会购买,Etc 等,Qualify your prospects(2)选择合格,3,Qualify your prospects(3)选择合格的潜在客户,Potential Prospects,潜在的客户群,Qualifying grid,合格的规范,qualified Prospects,合格的潜在客户,Customer/order,顾客/订单,Selling Efforts/process,销售工作 /过程,Lost orders,失去订单,Qualify your prospects(3)选择合格,4,Farming and Harvesting,V,Chancing and Raiding,耕种和收割 V 缘木求鱼和抢掠,Farming and Harvesting 耕种和收割,5,Farming&Harvesting,耕种和收割,X,Y,:,?,?,：,：,：,耕种,收割,Farming&Harvesting耕种和收割XY:,6,Chancing and Raiding,缘木求鱼和抢掠,Chancing,缘木求鱼,.不如退而结网,Raiding,抢掠,.不如牧马养羊,Chancing and Raiding缘木求鱼和抢掠Ch,7,Set Customer Expectation(1)定期望,One of Alibabas 9 values“quality”is defined as customer satisfaction,阿里巴巴将顾客满意作为其9个价值观中的一个。,Setting customers expectation is critical in achieving this goal,为达到这目标，“定期望”这个环节尤为重要,Set Customer Expectation(1)定期,8,Set Customer Expectation(2)定期望,Customer,Expectation,顾客的期望,(+ve),(-ve),Satisfied customer,顾客满意,High quality,高质量,Un-satisfied customer,顾客不满意,Low quality,低质量,Set Customer Expectation(2)定,9,Set Customer Expectation(3),定期望,Usual Pitfalls 常见的错误,Over sell our production capability 夸大产品功能,Over sell our service support 夸大服务支持,Make unrealistic commitments 做不现实的承诺,price 价格,Priority 更高的排名,Launch date 发布日期,Information input 信息输入,Design options/flexibilities etc,可供选择的设计/灵活性等,Set Customer Expectation(3)定期,10,Set Customer Expectation(4),定期望,Usual result 常见的结果,You may get the order but you cannot deliver.,你可能获得订单但你不能兑现。,Customer will still not be satisfied even if you fix the,pitfall(usually at great cost).,即使你改正了错误（经常付出很大代价），客户仍然不会满意。,They may cancel the order and you would lose both the order and the customer.,他们可能会取消订单，然后你会失去订单和客户。,Set Customer Expectation(4)定期,11,Set Customer Expectation(5),定期望,Some basic points 一些基本要点,Be honest 要诚实,Make the best presentation but tell the truth,作最好的宣传但是要讲真话,Your credibility is worth everything to you,你的信誉对你而言是最重要的,Better to lose the order that to lose the customer,宁愿失去订单也不能失去客户,If in doubt always check first,有疑问先查问清楚,Set Customer Expectation(5)定期,12,Basic Selling Processes(1),基本的销售过程,Handle objection,答辩,Closing,成交,Keeping,何日君再来,Be ready,准备,Welcome,欢迎,Listen,聆听,Probe,细问,Provide options,供选择,Set expectation,定期望,Basic Selling Processes(1)基本的,13,Basic Selling Processes(Be Ready，Welcome,),基本的销售过程（准备，欢迎）,Be ready 准备,Always be prepared before the meeting 在会谈前总是作好准备,Plan your meeting in advance 事先作好会谈计划,Objectives 目标,Customer information 客户信息,Product information 产品信息,Other supports 其他支持,Be flexible and be prepared for the unexpected,对突发性事件作好准备，保持灵活性,Basic Selling Processes(Be Rea,14,Basic Selling Processes(Be Ready，Welcome)基本的销售过程(准备，欢迎),Welcome 欢迎,Set the meeting atmosphere,搞好会谈气氛,Be friendly,welcoming and do not forget to smile,友好地表示欢迎，同时别忘了微笑,Help customer to be at ease,帮助客户放松心情,First impression very important,第一印象非常重要,Basic Selling Processes(Be Re,15,Basic Selling Processes(Listen,Probe)基本的销售过程（聆听，细问）,Listen 聆听,Maintain high listen/talk ratio 保持多听少说,Do not forget we have 2 ears and one mouth!,记住我们有2只耳朵和1只嘴巴,Listen for signals/sensitivities,听取讯号及敏感的消息,Listen for the unheard/unspoken,听取没有讲及听不到的,Facial expressions 面部表情,Body languages 身体语言,Attitudes 态度,Listen,listen&listen 听，听，再聆听,Basic Selling Processes(Liste,16,Basic Selling Processes(Listen,Probe)基本的销售过程（聆听，细问）,Probe 细问,Open questions 引蛇出洞,To explore situation 分析形势,To get customer to talk and give information,让客户多讲并提供有关讯息,E.g.如：,What do you think?,你认为如何？,How do you think?,你觉得怎么样？,Entice customer to talk with verbal/facial encouragement 用语言/表情去鼓励客户多讲,Basic Selling Processes(Listen,17,Basic Selling Processes(Listen,Probe)基本的销售过程（聆听，细问）,Probe 细问,Close questions 请君入瓮,To direct customers response 引导客户的回答,To get yes or no answers 得到“是”或“不是”的回答,To clarify a point 澄清某一个观点,E.g.如：,Do you like it?你喜欢吗？,Is this a good feature?产品功能好吗？,Use this to obtain conclusions/agreements,以此得出结论/达成一致,Use this to close deals and get orders,以此来结束交易及获得订单,Basic Selling Processes(Listen,18,Basic Selling Processes(Provide options，Set expectation)基本的销售过程（供选择，定期望）,Provide options 供选择,Once we have agreement with our customer on the business problem definition,we can look at providing possible solutions.,一旦与客户就商务问题达成一致，就可着手提供可能的解决办法。,There are usually more than one single solution for the problem on hand.问题通常有多个解决办法。,Providing options gives the customer a sense of choice and service.,提供选择使客户感觉到选择的权利并享受了服务,Basic Selling Processes(Provi,19,Basic Selling Processes(Provide options，Set expectation)基本的销售过程（供选择，定期望）,Set expectation,定期望,Please refer to earlier section!,请看前面!,Basic Selling Processes(Provi,20,Basic Selling Processes,(Handle objection,Closing,K