華爾街課程顧問銷售技能培訓(xùn)課件名師優(yōu)質(zhì)課賽課一等獎(jiǎng)市公開課獲獎(jiǎng)?wù)n件

Q&A

GloriaGe-10-6WSESALESTRAINING第1頁(yè)1Closethecontract,2ndappointmentSignthecontractandleavebigdeposit,2ndappointmentSignthecontractandleavesmalldeposit(500RMBorless),2ndappointmentLeavebigdeposit(10%),2ndappointmentSmalldeposit,2ndappointment2ndappointmentMaketheclientlikeyou–Establisharelationship！FirstInterviewforSalesPresentation

OBJECTIVESNoDeposit,no2nd;No2nd,nocontract！第2頁(yè)2FirstInterviewforSalesPresentation

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

THECLIENTSHOULDLEAVEWITHBELOW3PROBLEMSSOLVED

第3頁(yè)3Preparation

ThePresentationProcessWelcomeClientIcebreakingShowCenterPromotiongiftQ&ABizCardExchange

Solution&Advantage………SelfIntroduction第4頁(yè)4

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

Preparation8.SalesManual-ScholarshipCertificate-Guaranteeletter-Pricelist-New/renewcontract-Methodexplanation-LeveldescriptionATTITUDEConfident&ProfessionalYouneverhaveasecondchancetomakeafirstimpression第5頁(yè)5

Establisharelationship&makeagreatfirstimpressionProfessional,Natural,

ConfidentandFriendlyCONSULTATIONSTEP2:

WelcomeClient

1.Readthoughthequestionnaire2.Walkdirectlytotheprospect3.Introduceyourself/Shakehands4.Welcometheprospect:Welcome,mynameis…,I’myourcourseconsultant…,Isyour1sttimetocome?5.WalkwiththeprospectandshowaroundOBJECTIVEHOWATTITUDE第6頁(yè)6

OBJECTIVEEstablisharelationshipandwin

thetrust1.Smile2.Howdidyoucomehere/convenient3.Talkaboutweather,traffic…4.Doyouhaveanyfriendusedtostudyhere?Natural,Confident,PleasedBeafriendCONSULTATIONSTEP3:BreaktheIceHOWATTITUDESmallTalkwiththeclientwhenyoushowthecenter第7頁(yè)7

OBJECTIVELINEOFARGUMENTRESOURCESATTITUDETOOLSVisualizetheLearningProcess/Warmup1.Lab2.Classrooms3.SocialClub4.EnglishCorner

WhenweshowtheclienttheCenterandtalkabouttheactivitieswegettheminvolved.Weusethesecondperson,introducinghim/hertoateacherandtheSec/Receptionist.

Relaxed.Greetotherstudents/staffThewholeCenter,staff,students

CONSULTATIONSTEP4:

ShowCenterOnlyneedsimplyintroducethedifferentfacility第8頁(yè)8

Cheerful,Happy,Excited&

ProfessionalCONSULTATIONSTEP5:PromotionGift

HandlingOBJECTIVE

HOW

ATTITUDE1.Handthegifttotheclient2.Explanationofthepromotiongift3.CongratulatethemGivefreegifttotheclientCongratulations

第9頁(yè)9

Cheerful,Happy,ProfessionalCONSULTATIONSTEP6:

CC’sRole

IntroductionOBJECTIVE

HOWATTITUDE1.Introduceyourselftotheclient2.Yournameagain,andChinesename3.Telltheclientwhatyouaregoingtodonexttoday4.Telltheclientwhat’syourresponsibilityinthefutureCCself-introductiontotheclient第10頁(yè)10

Nice,ProfessionalCONSULTATIONSTEP7:

BizcardexchangeOBJECTIVE

HOW

ATTITUDE1.ThisismyBizcard…2.Let’schangethecard…3.Thanks/It’sOk,Thenbringmenexttime…Getclient’sBizcard/prepareforthenextstep:Q&A第11頁(yè)11KeyConceptsofSellingProcessOpportunityNeedFeatureCloseProbeBenefitPersuadeKEYCONCEPTOFTHE

SELLINGPROCESS第12頁(yè)12

OBJECTIVEHOW

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

Q&ADesire&Decisionmaker第13頁(yè)13KeyConceptsofSellingProcessKEYQUSETIONSTOASKCLIENTS

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

B3=DesireBenefit>>Investment第14頁(yè)14KeyConceptsofSellingProcessKEYQUSETIONSTOASKCLIENTS

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

第15頁(yè)15A2: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

第16頁(yè)16KEYQUSETIONSTOASKCLIENTS

B3:CanyoutellmewhydoyouwanttoimproveyourEnglish?HowbenefitwillbeifyouimproveyourEnglish?WhatareyougoingtodowithyourimprovedEnglish?A3:HowgooddoyouwantyourEnglishtobe?Why?Howlongdoyouplantomakeit?Why？A1:What’syourpastlearningexperience?A2：Listallproblems九大困難：勾引+診療大班講課中教老師，老師質(zhì)量缺乏語(yǔ)言環(huán)境發(fā)音不準(zhǔn)不敢開口擔(dān)心害羞尷尬不敢開口死記硬背，前背后忘漢字思維經(jīng)常出差加班時(shí)間不固定惰性，無法堅(jiān)持第17頁(yè)17

OBJECTIVECONSULTATIONSTEP9:

Solution&

AdvantagesLINEOFDISCUSSION

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

ATTITUDEProfessionalBridgefortheQ&AtoMethodBriefideaforbothClientandCCFeatureandBenefit第18頁(yè)18FABTalkFeatureBenefitAdvantageProduct’scharacteristicsThedetailedadvantagesProduct’svaluetoclients…h(huán)as…features…thatistosay……soyoucan…第19頁(yè)19

OBJECTIVECONSULTATIONSTEP10:

MethodLINEOFDISCUSSIONHOWExplainwhatmethodworksUsethemethodformMaketheclientfeel:Itwillworkforme

ATTITUDEHonest,ProfessionalandcheerfulGiveashortexplanationonhowthemethodworks.Youshouldalwaysincludetheclient’sneedandofferclearsolutionsandadvantages.Makeconnections!第20頁(yè)20MondaytoFriday:9:00amto9:00pmSaturday&Sunday:9:00amto7:00pmCONSULTATION

STEP11:

MULTIMETHOD?SOCIALCLUBACTIVITYWITHFOREIGNTEACHER12STUDENTSMAXIMUMENGLISHCORNER+E-VILLAGEMUSTCREATEVALUE!!CLASSWITHFOREIGNTEACHER4STUDENTSMAXIMUMFLUENCYCLASSWITHFOREIGNTEACHER8STUDENTSMAXIMUMCOMPLETE

STUDENTMANUALPREPARATION

INTHESPEAKINGZONE

orENGLISHANYTIME＋STUDYADVISORAnyquestions?第21頁(yè)21

OBJECTIVECONSULTATIONSTEP12:

FeedbackLINEOFARGUMENT

1.Ultimateflexibilityintimeandphysicallocation2.Additionalfuncontentviatheinternet3.Customizedstudylevel4.Exercisereview5.Greatcontroloverstudyingpace6.Additionalexercisesanddictionaries7.On-lineservice(reserveactivity,reviewschedule,checkprogress,updateinformation,theVill@ge,EnglishAnytime)ExplainadvantagesofEnglishAnytime第22頁(yè)22WALLSTREETENGLISH

BriefHistory“正如您所知道，我們是一所國(guó)際化英語(yǔ)語(yǔ)言培訓(xùn)學(xué)校。我們目標(biāo)是提升學(xué)生英語(yǔ)溝通能力。我們不是要教學(xué)生經(jīng)過考試簡(jiǎn)單方法而是鍛煉學(xué)生溝通技能使得他們真正能夠在生活和工作當(dāng)中應(yīng)用英語(yǔ)。我們學(xué)校最早于1972年在意大利成立。我們?cè)谌澜缬?0多年英語(yǔ)培訓(xùn)經(jīng)驗(yàn)?，F(xiàn)在我們?cè)谌澜缬谐?00個(gè)學(xué)習(xí)中心，包含歐洲，南美洲和亞洲。華爾街于年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)成功培訓(xùn)了超出1,000,000名象您一樣成年人講流利英文”第23頁(yè)23

CONSULTATIONSTEP13:CustomerFeedback“DOYOUHAVEANYQUESTIONS?”第24頁(yè)24

OBJECTIVELINEOFARGUMENTLevelreachedattheendofeachstage

CREATEVALUE!SurvivalWaystageUpperWaystageThresholdMilestoneMasteryBOL(1-6)CONSULTATIONSTEP14:

LevelDescriptionHOWIntroduceWSIcourseswithPCPAccordingtocustomer’sneeds第25頁(yè)25

OBJECTIVELINEOFDISCUSSIONRESOURCESTOOLSDesignWSIcourses“WSIhas

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

PersonalCourse

ProposalonPCP第26頁(yè)26BOL1BOL2BOL3BOL4BOL5BOL6第27頁(yè)27PAINTING

THE

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

In9monthsMissWang,youwill---InjustoneyearMissWang,youwillhaveimproved6levelsandyouwillbemuchmoreconfidentinthosemeetingsatMotorola.YouwillbeabletodothetranslationsforyourbossatMotorolaandI’msurehewillbevery happyandhewillhavetogiveyouaraiseinsalaryorapromotion!第28頁(yè)28

OBJECTIVECONSULTATIONSTEP18:

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

ATTITUDECalm,Firm,confident,Professional第29頁(yè)29

OBJECTIVECONSULTATIONSTEP19:

PriceValue

Build-upLINEOFDISCUSSIONUnlimitedlabhoursStudent’smanualsDiskettesConversationClassesSocialClubActivitiesEnglishCornerGuarantee

HOWExplainwhatpriceincludesWritedownonPCPBuildupthepricevalue

ATTITUDEProfessional,confident第30頁(yè)30

CONSULTATIONSTEP20:

GuaranteeExplanationExplaintheGuaranteeLettertotheClient第31頁(yè)31

CONSULTATIONSTEP21:

AskofClient’sFeedback“DOYOUHAVEANYQUESTIONS?”第32頁(yè)32

OBJECTIVECONSULTATIONSTEP22:

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

objections第33頁(yè)33KeyConceptsofSellingProcessOvercomeObjection

2

你們今天讓我來干什么？我想來拿無償資料。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)有何不一樣？

2

你們是依據(jù)什么定價(jià)？為何這么貴？2

外面學(xué)校都很廉價(jià)，只要幾千元。2

這么貴價(jià)格才上這幾節(jié)外教課。2

你們和WEB有何區(qū)分？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

我父母說你們不固定學(xué)習(xí)時(shí)間，不適合我。2

我沒有時(shí)間/沒有錢/沒有用英語(yǔ)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。第34頁(yè)34KeyConceptsofSellingProcessOvercomeObjection

2

我只想經(jīng)過考試。2

我先在家自學(xué)一段時(shí)間再來吧，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。先付個(gè)定金吧/不學(xué)可退嗎？

2

我要回去問問我父母。2

我打個(gè)電話問一下我老公/老婆/朋友

2

你能夠把你們教材放給我看看嗎？2

我能夠現(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。2

我假如付2萬多，你能確保我英語(yǔ)流利交流嗎？

2

假如我要學(xué)話，你們不優(yōu)惠我也無所謂。2

我不喜歡廉價(jià)東西。2

好，我再考慮一下給你回復(fù)好嗎？2

我心里價(jià)位2萬，2萬我就報(bào)。第35頁(yè)35

CONSULTATIONClosePrioritiesContractsignedGetaDepositandbookETappointmentBook2ndAppointmentforETorDemo第36頁(yè)36

OBJECTIVECONSULTATIONSTEP23:

Scholarship

IntroductionTOOLS

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

Auniqueopportunity!!第37頁(yè)37

CONSULTATIONHowtogetdepositUnderdirectionofstandardCenterprocedureCD/DCDtoprovideassistanceonlyifneedCompletePre-RegistrationFormLimitedavailabilitypermonthPaydepositAfterdeposittalk第38頁(yè)38

CONSULTATIONSTEP24:

CloseOfferOrientationClass1.TakeoutOrientationClassbookingschedule2.Give2choicesforthecustomertoattendOrientationClass3.TakeoutRegistrationcontractandstartwriting4.Askforpayment(cashorcreditcard?)第39頁(yè)39

STEP25:

Close2ndInterviewOBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSCloseSecondInterviewLetusmaketheappointmentfortheentrancetest?Tomorroworthedayafter?Letusmaketheappointmentforthefreedemolesson?Tomorroworthedayafter.GiveaCHOICE.Nevera“NO”optionanswer.ArrangeinterviewwithdeterminationandconfidencePersonalagendaBusinesscardwithdateandtimePRESENTATION第40頁(yè)40REGISTERINGAT

WALLSTREETENGLISHRegistrationContractContracttermsStudyagreementEntrancetestresultBookorientationclass第41頁(yè)41

CONSULTATIONSTEP26:

Handoutinformation

HandouttheWSEOrangeBrochureandPCP,EntranceTestcolorprintedresultShowthemoutofthecenter,saygood-byeRemindthemofdate/timeof2ndappointment第42頁(yè)42SIGNCONTRACTANDCOLLECT

簽署協(xié)議并收款OBJECTIVES目標(biāo)MYCONSULTANTWILLHELPME我學(xué)生顧問會(huì)幫助我IREALLYENJOYEDTHEFRIENDLYANDPROFESSIONALATMOSPHERE我真很喜歡那種友好、職業(yè)氣氛IT’SIMPORTANTTOUSETHEMETHODPROPERLY

恰當(dāng)使用這種方法很主要THECLIENTMUSTLEAVEWITHTHEFOLLOWINGCONCEPTS:客戶必須帶著以下概念離開：

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

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

FRIENDSABOUTIT我很高興，我作出了正確決定。我會(huì)告訴我朋友第43頁(yè)43WELCOME

歡迎THESECONDINTERVIEW:

TheProcessVERIFYOBJECTIONS

確定目標(biāo)ENTRANCETEST

入學(xué)測(cè)試CLOSESALE

達(dá)成意向SIGNCONTRACT

簽署協(xié)議AFTER-SALE

售后服務(wù)IFYOUDONOTCLOSE

若沒達(dá)成意向第44頁(yè)44OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSTheclientshouldfeelhappytobebackandwelcomed.Sayhis/hername.Weshouldcommentonsomethingabouthim/herwhichwasmentionedduringtheFirstPresentation. So,howwastheweekendinthemountains? Didyoumanagetogetthedrivinglicense?MaketheclientfeelcomfortableCheerful.Smiling.

PCP(wehavereaditbefore)theirreturntotheCenter

THESECONDINTERVIEW:Welcome第45頁(yè)45OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSTheclientshouldhavenodoubts,becauses/hewillsignupaftertheEntranceTest.Preparetoclose.Haveyougotanyquestionsonwhatweweretalkingaboutyesterday?(Theywillnormallyaskquestionsabouttheproduct.Theyhavealreadydecidedtobuy.)

Tothepoint.Donotwastetime.

Interested,Professional.Wewanttohelp.BlanksheetofpaperTHESECONDINTERVIEW:

CheckingObjections第46頁(yè)46OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSTheclientmustbuynow!Helphim/herdecide.

Doyouwanttodo___or___levels?AreyoudeterminedtogotoT3?Whendoyouwanttostart,__or__?

GivethemaCHOICE.Thiscourseorthisotherone?ExpertPCP,RegistrationFormTHESECONDINTERVIEW:

Closing第47頁(yè)47OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSCongratulations!SignthecontractDown-payment

“Let’sfillintheforms.Yourfullnameis...Andyouliveat...That’snear...Yourofficephonenumber?…”ReadaloudwhileyouarewritingProfessionaldialogueContract.Receipt.Welcomeletter,FirstLessonBook,Guarantee,AppointmentCardwithdate&timeofFirstLesson,LoanPapersTHESECONDINTERVIEW:SigntheContract第48頁(yè)48OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSS/hehasmadetherightchoiceWhenlearningalanguage,DEDICATIONisfundamental.Wewillmeetregularlytomakesurethatyouaresatisfiedandmakinggoodprogress.Let’ssee...we’llmeetafteryourFirstLesson....

EntranceTest

HappyandRelaxedTHESECONDINTERVIEW:

AfterClosingBusinessCardInformationFolder第49頁(yè)49OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSCloseanotherinterviewforaDemonstrationorComplementaryClass,EnglishCornerorSocialClubActivity.Wouldyouliketotrythemethod?

Itwouldbeapitytomissoutonthespecialconditionsavailableforthefirst50studentstoregisterthismonth.

YourCreditCheckwillexpireon...

“Itwouldbeapity...”

CalmandFirmComplementaryClassScheduleSocialClubCalendarEnglishCorner

THESECONDINTERVIEW:

Ifyoudonotclose...第50頁(yè)50

CONSULTANT’STMK

THEREASONWHY

Contacts聯(lián)絡(luò)Appointmentsbooked預(yù)約Presentations咨詢Contracts協(xié)議Sales銷售Bookingrate預(yù)約率Showrate出現(xiàn)率Closingrate協(xié)議率Averageprice平均價(jià)第51頁(yè)51CONSULTANT’STELEMARKETINGPLANNNEDANDSYSTEMATICUSEOFTHETELEPHONE有計(jì)劃有規(guī)律使用電話PRESENTATIONS咨詢SALES

OBJECTIVE銷售目標(biāo)第52頁(yè)52RecuperationofOldContacts老客戶NewContacts新客戶

Students學(xué)生Referrals介紹朋友

CONSULTANT’STELEMARKETING

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

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

WRITEINTOAGENDA寫在日志上第54頁(yè)54CALLEVERYDAY天天打電話CALLALLCONTACTS給全部客戶打電話

DONOTSKIPANYONE不要遺漏一個(gè)PREPAREEACHCALL拿起聽筒前準(zhǔn)備好每個(gè)電話要講內(nèi)容

BEFOREPICKINGUPTHERECEIVER

CONSULTANT’STELEMARKETING

第55頁(yè)55

BASICQUALITYSTANDARDS

HAVEAPOSITIVE

ATTITUDEABOUTTHECONTACT對(duì)客戶要有主動(dòng)態(tài)度ALWAYSFOLLOWTHEOUTLINESANDLINEOFARGUMENT一定要遵照討論問題思緒和關(guān)鍵點(diǎn)DONOTTRYTOSELLOVERTHEPHONE不要試圖經(jīng)過電話銷售JUSTONEGOAL:CLOSETHEAPPOINTMENT電話目標(biāo)：定下約會(huì)THINKOFTHECONVERSATIONBEFOREYOUCALL.BEPREPARED!

打電話前想你要談什么。要準(zhǔn)備第56頁(yè)56SMILE.FEELHAPPY.PROFESSIONALANDFRIENDLY.YOUSHOULDALWAYSHAVESOMETHINGTOSAYTHATWILL“PERSONALIZE”THECALL.微笑，高興，專業(yè)，友好。針對(duì)客戶情況打電話MAKEYOURMESSAGESCLEAR.語(yǔ)言要清楚、必定。

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