Psyche Selling for Sales Performance Optimizer
销售攻心术 – 如何优化销售业绩
What are some of the biggest challenges you face in doing sales?
您在从事销售时，最大的困惑及挑战是什么？
How would you overcome?
你将如何克服？
What is ? 什么是销售？
S – Seek and qualify 寻找合适的客户
A – Ask critical questions, and demonstrate your value to them 提问关键问题，并体现价值
L – Listen and learn their buying behaviour 聆听以了解对方的购买方式
E – Ease concerns to close sale 解除顾虑以完成销售
S - Service and follow through 服务与跟进
What is ? 什么是销售？
S – Seek and qualify 寻找合适的客户
Understanding the Customer’s Mindset 了解客户的心态
Salesman A 销售员 A:
Very humble 很谦卑
Full compliance to his customers’ whims and fancies对客户千依百顺、唯命是从
Always diligent when working for his customers为客户做事从不怠慢
Salesman B 销售员 B:
Very confident 非常自信
Give guidance to the way of thinking of his customers引导客户思想方式
Only do meaningful things for his customers and refuse anything that does not bring benefits 只为客户做有意义的事情，而不干那些效益较低的活
There are two types of salespeople 有两种销售员:
Which salesperson will be more successful?
哪位业务员会更加成功？
知己知彼，百战不殆
Know Thyself and Thy Enemy,
A Hundred Battles Fought and Not Imperil Any
Price vs. Value 价格 vs. 价值
What is the Value of Water?
水 值多少钱？
What do Your Customers Value?
你的客户会珍惜什么价值呢？
A Value is NOT a Real Value UNLESS the Customer Wants It!
客户所不惜的就不是真正的价值
How can a Sales Person be of Value to Customers?
销售员要怎样才能给客户提供价值？
How can a Sales Person be of Value to Customers?
39% of a customer’s decision to buy from your company is based on the effectiveness of the sales representative 39%的顾客是因为销售人员的表现而决定购买的
Help customers define their problems and help solve them 帮助客户锁定问题所在并给于解决
Help customers make informed choices 帮客户做明智的选择
Help customers resolve concerns about the purchase 帮助客户解决购买的顾虑
Help smoothen the purchasing process 帮助协调购买过程
Help smoothen the implementation process 帮助协调购买后的执行过程
The Most Important Characteristic of a Sales Professional专业销售人员最为重要的特征
Sincerity and Integrity
诚信
多算胜少算，而况于无算乎！
If You Fail to Plan, You Plan to Fail!
胜兵先胜而后求战
败兵先战而后求胜
The victorious army plans for victory before fighting
The vanquished army fights before planning for victory
Why Plan? 为什么要作计划？
“In preparing for battle, I have found plans are useless, but planning indispensable.” “在打仗前的准备阶段，我发现计划没什么作用，但又是不可缺少的。”
Dwight D. Eisenhower 埃森豪威尔
(1890–1969), . general, Republican, politician, president.美国总统、政治家、共和党、将军
What do You Need to Prepare before Seeing Customers? 见客户前，你需要准备些什么？
Prospecting for the Right Customer
找寻正确的客户
The Sales Person’s Most Important Resource 销售员最重要的资源
Time 时间
Prospecting for the Right Customer 找寻正确的客户
You can choose to spend time on good prospects; Or waste in on lousy prospects 你可以将时间用在有质量的目标客户；也可以耗在烂客户身上
Target Customer and Opportunity Profile 目标客户与契机的特征
Customer type 客户类型:
Business nature 商务性质
Company size 公司规模
Decision making process 决策过程
Opportunity type 契机类型:
What is the need? 哪方面的需求？
Why the need now? 为何现在有这样的需求？
What are the concerns? 有什么顾虑？
What are the success factors? 需要哪些成功因素？
What are your Customer Segments? 你的客户有哪些分类？
Corporate Rooms 企业住宿
Corporate Catering (Meetings/ Conferences/ Trainings/ D&Ds) 会议、培训、年会
Incentives 奖励
Weddings 婚宴
Other F&B (Luncheons etc.) 其他F&B（如 午餐聚会 等）
Tour Groups 旅游团
Individuals 个人
What are your Customer Segments? 你的客户有哪些分类？
Booker/ Purchasing Department 订房员/ 采购部
Sales Department 销售部
Marketing Depratment 市场部
HR/ Training Department 人力资源/ 培训部
Others 其他
What do each customer segment value MOST?
每个客户分类最想得到哪方面的价值？
Ideal Customer Profile 理想客户特征
What are the ways that you can find theyour ideal customer? 你该如何找到你的理想客户？
Do you have existing customers who match the profile? 你目前可有客户符合这些理想特征？
Where can you find them? 你在哪儿可以找到这样的客户？
How can you find them? 你该如何找到他们？
What is ? 什么是销售？
S – Seek and qualify 寻找合适的客户
A – Ask critical questions, and demonstrate your value to them 提问关键问题，并体现价值
How to Get to the Right Person
如何找到相关人士
Who do you usually call? 你一般约谁？
Who else can you call? 你还能约其他什么人？
What makes them DON’T want to answer your call? 他们为什么不愿意见你？
What makes them want to answer your call? 他们为什么会愿意见你？
Who do you call for the initial contact 你刚接触客户时该找谁？
Focus of receptivity 接纳你的人
Focus of dissatisfaction 不满现状的人
Focus of authority 能拍板的人
水之行避高而趋下，兵之形避实而击虚
Choosing customers with the least resistance
What to Say on first Contact?
怎样作首次接触沟通
Whatever it is, it MUST be Valid Business Reason to the customer!
不管你说什么，都得带给客户合适商务价值！
What is the Valid Business Reason? 合适商务理由是什么呢？
Valid to the customer 客户关注的话题
Related to specific business issues or concerns 能够解决客户商务方面的困惑或挑战
The reason that will make the customer spend time with you 能够让客户花更多时间在你身上的理由
Valid Business Reason 合适商务理由
The reason impacts the customer‘s concept of what they want to accomplish, resolve, or avoid 影响客户对他们想要实现，解决或避免的观念的理由
The reason sets your phone call as a high priority for the customer客户把你的电话做优先考虑的理由
The reason answers the question, “what‘s in it for me?” for the customer 回答客户问的“这对我有什么好处？”的问题
The reason is clear, concise and complete理由需清晰，简练，完整
How to Make Your Opening Call 如何开场白
"Hello, Mr. XYZ." “XYZ 先生你好”
"It's an honor to speak with you." Or, "Thanks for taking my call." “很高兴与您通话” 或 “感谢您接我的电话”
DO NOT use any of the meaningless, overused pleasantries like, "Is this a good time?" or "How are you today?" 避免说一些无谓的开头语，如“现在说话方便吗？”或“你今天好吗？”
How to Make Your Opening Call 如何开场白
State your Valid Business Reason. 陈述你的合适商务理由
“…The purpose of my call is to explore ways to provide better choices of accomodation for your colleagues. We have received lots of positive feedback from our guests, may be able to provide great service for you too.” “…今天我跟您交谈的目的是想看看能不能给您的同事更多酒店住宿的选择。我们经常获得我们客户的美言，或许也能您带来更优质的服务…”
How to Make Your Opening Call 如何开场白
Introduce yourself. 介绍自己
"This is Susan. Susan Star with XYZ Company." “我是Susan。ABC 公司的 Susan。”
"Mr. XYZ, is it OK if I can ask a few questions to find if we can help you deliver better performance?" “XYZ先生，您不介意我问几个问题，看看我们是不是能给您带来更好的效益？”
是故百战百胜，非善之善也；不战而屈人之兵，善之善者也
The best victory is the one that is won without fighting
Why do You Need to Uncover the Needs and “Pains” of Customers BEFORE Presenting Anything
为什么你必须在介绍任何事项之前先挖掘客户的需求与“痛处”?
Reasons to Ask Questions 为何提问
Customers don’t care how much you know, until they know how much you care 客户不会考虑你知道多少，直到他们知道你为他们考虑多少
“You Must Understand Our Business” – Research on what customers expect of sales people conducted with 80,000 customers conducted over 14 years “你必须了解我们的商务营运” – 一项历行14年，采访了80,000名客户的针对客户对销售人员的期望值调研
Sales people who ask questions tend to be more successful than those who don’t – Research conducted over 12 years with 35,000 sales people of the leading sales organisations in 23 countries 会提问的销售员比不提问的将获得更好的业绩 – 一项厉行12年，历经23个国家，采访了35,000顶尖销售组织业务员的调研
Open vs. Closed Questions
开放 与 封闭式 的提问
Open Questions 开放式 提问
Who 谁？
When 什么时候？
Where 哪？
What 什么？
Why 为什么？
How 怎么？
Uncovering the Needs and “Pains” of Customers 挖掘客户的需求与“痛处”
First, state your Valid Business Reason 首先，陈述你的合适商务理由
Then, ask the following types of questions 接着提问以下:
Current-Future States 当下与预期的状况
Highlighting and Intensifying “Pain” Areas 挖掘客户的 “痛楚”
Expected Paybacks/ ROI 对方所预期的效果
Associated Risks and Obstacles 相关的风险与障碍
Provide Assurance 安抚他们的忧虑
Valid Business Reason 合适商务理由
State your Valid Business Reason for your Call, and Get Permission to Ask Questions 在会面的开始，我们先与对方陈述此次会面的合适商务理由（当客户了解你提问的用意，他更会与你合作）
“……The purpose of my call is to explore ways to provide better choices of accomodation for your colleagues. Is it OK that I ask a few questions?” “…今天我跟您交谈的目的是想看看能不能给您的同事更多酒店住宿的选择。您不介意我问一些问题，了解一下您的情况？……”
*
Current-Future States 当下与预期的状况
Every potential new sale is a change for customers 每个新的销售单子对客户来说是一种改变
Customers will have some expectations on how they will want to benefit if they were to make a purchase 顾客会对将要购买的产品益处抱有一定的期待
When customers are not sure about what their future state is, they may be the wrong person to talk to, or they may not have a clear buying need当顾客对预期的状况不确定或他没有明确的购买需求，那么你可能找错人了
*
Current-Future States 当下与预期的状况
What are your key opportunities now? What will that be for next year? 你觉得你们目前有哪些市场机遇？你觉得来年将是怎样？
What are the most profitable products now? What do you think will be most profitable next year? 你们目前最赚钱的产品是哪些？将来又会是哪些？
How’s the market now? What will that be 6 months later? 目前市场情况怎样？6个月后又会怎样？
What are some key challenges you face now? What do you think they will be 2-3 years later? 你目前遇到哪些主要的挑战？2-3年后又会有怎样的挑战呢？
Can you tell me more? 能告诉我更多详情吗？
*
Highlighting and Intensifying “Pain” Areas 挖掘客户的 “痛楚”
Customers with weaker “pain” issues may be less likely to buy 痛楚比较少的客户购买意识比较薄弱
What will happen… 如果……会怎样？
What will happen if nothing is done? 如果什么都不做的话会怎样？
What will happen if the product is of a lower quality? 如果产品质量低劣会怎样？
What will happen if it takes much longer to ship? 如果送货时间过长会怎样？
What if the after-sales service/ maintenance is not but to expectations? 如果售后服务或维修比预期的低许多会怎样？
What is your biggest concerns? 您最大的顾虑是什么？
*
Expected Paybacks/ ROI 预期的回报
The biggest monetary or non-monetary benefit when the customer buys from you 客户在购买你的产品后能得到的实质性与非实质好处
If…., what will be….? 如果……，会给你怎样的帮助？
If you can guarantee quality, can you sell at better prices? 如果你能够给客户承诺在质量，你可以买更高的价格吗？
If we help you with after-sales service, can you keep your customers happy? 如果我们帮你搞定售后服务，是不是能帮你满足客户的要求？
What needs to be done to give you the best results? 您觉得怎样才能够给你最好的效果？
*
Uncovering the Needs and “Pains” of Customers 挖掘客户的需求与“痛处”
Current-Future States 目前与预期的状况
Highlighting and Intensifying “Pain” Areas
突显与加重客户的“痛楚”
Expected Paybacks/ ROI 对方理想的回报
Then 然后……
Present your solution 陈述你的方案
*
Associated Risks and Obstacles 相关的风险与障碍
Will your customer be concerned with: 你的客户是否会有以下顾虑：
Buying from you for the first time? 是否第一次向你购买？
Possible product/ service failures or defects? 产品或服务是否有缺陷或会失败？
Poor feedback and response from senior management? 高层管理的负面反馈、反应
Poor feedback and response from end users? 使用者的负面反馈、反应
*
Associated Risks and Obstacles 相关的风险与障碍
Do you have any concerns with regards to our working arrangements? 不知道针对这样的合作方式，您有什么建议？
Are there any concerns from your senior management with regards to working with us for the first time? 不知道你们公司高层针对第一次与我们合作，会有什么顾虑？
What will be some possible concerns if you were to adopt our solutions? 如果您采用我们的方案，最大的顾虑会是哪方面？
*
Provide Assurance 安抚他们的忧虑
Understand how your customer wants your assurance 了解你的客户要你如何安抚他的顾虑
What do you think should be our next step? 你觉得我们下一步该怎么做？
Before Presenting… 在提出方案之前…
Have you found out what are the roles of everybody in the customer’s team? 你有没有找出对方各个成员的角色？
If not, have you clarified why are they interested in your solution? 如果还没有，你有没有澄清他们为什么对你的方案感兴趣？
Presenting Your Solution
提出你的方案
Background Information about Your Company 关于你公司的背景信息
This is the least helpful to sales, but is a necessity 在整个销售环节里最起不了作用，但是个必备话题
Spend the least time on this aspect 在这方面尽可能用最少的时间
Feature Your Main Selling Points and How it Benefits Your Client 向客户呈现你的产品特征、优势，并让他了解对他有什么益处/ 价值
For Every Selling Point, Ask a Confirmation Question to Get Client’s Agreement 在呈现每个卖点的时候，提出一个确认式的提问，博取客户的认同
Example: Presenting Your Solution
举例：提出你的方案
Background Information 背景信息:
“…We are a Luxury Hotel in Shanghai with great facilities and greater service…” “…我们是上海的一家豪华酒店，能为您提供豪华的酒店设施及贴心的服务…”
Featuring Your Main Selling Points 体现你的卖点:
“…When you host your sales conference with us, all your meeting rooms will have natural light with spacious break areas. You will also enjoy good food and great service too…” “…当您在我们酒店主办您的销售年会时，您所有的会议时将有自然光及宽敞的茶歇空间。您也将品尝优质食品并享受我们贴心的服务…”
Getting Confirmation 博取认同:
“…Will this help you organise a successful conference?...” “…这是不是能帮您主办一次成功的年会呢？…”
木石之性，安则静，危则动，方则止，圆则行
Just like wood and rocks: safe when motionless, dangerous when in motion; shape it square to stop it, shape it round to move it
What is ? 什么是销售？
S – Seek and qualify 寻找合适的客户
A – Ask critical questions, and demonstrate your value to them 提问关键问题，并体现价值
L – Listen and learn their buying behaviour 聆听以了解对方的购买方式
How Much is This Per Night? 这个客房一个晚上多少钱？
Why Listening?
为何聆听？
Why do you need to contact more than one person in the customer’s organisation?
为什么要在客户的公司联络至少两个人？
How many people do you need to deal with to close the sale?当销售接近尾声时，你需要接触多少人？
In a survey of Winning Sales Organisations by Miller Heiman 根据Miller Heiman对卓越销售团队的调研:
65% of all complex sales will require sales people to contact 3-5 people in the customers’ organisation before the sale is closed 65%的销售是要销售员在签单以前与客户团队中的3-5个人打交道
34% will need to contact 6 or more people 34%需与6人或以上打交道
Relationships that rely on one person is very vulnerable. Why？与一个人建立关系是非常脆弱的。为什么？
Finding Out the Decision Making Structures 了解客户的决策过程以及幕后势力
6 Questions to Ask Before You Close 在你跟客户接单之前所需提出的6道提问:
After all we have discussed so far, which part do you feel is most helpful? 在我们所探讨的事项中，你觉得哪方面对你最重要？
Besides yourself, who else will you consult with regards to making such decisions? 除了你本身，你还会参考那些同事的意见来做决策呢？
Which aspects do you think are most helpful to your colleagues? 你觉得哪方面对你的同时最有帮助呢？
What would you like to see in my proposal? 如果我给你份计划书，你想看到些什么呢？
Finding Out the Decision Making Structures
了解客户的决策过程以及幕后势力
As the proposal shall cover many aspects, we won‘t be able to explain everything clearly on a few pages. Do you think we can have a meeting at 10:00AM next Wednesday so that I can explain the content to you and you can provide me with your feedback? Is that ok with you? 因为我们谈了很多方面的信息，给你建议的方案也将会是多方面的。因此，单凭几张纸，可能表达不清。你看我们是不是可以下周三上午10点会个面，让我跟你解释里面内容，也让你直接向我提出你的意见，好吗？
Finding Out the Decision Making Structures
了解客户的决策过程以及幕后势力
Since you will be consulting with your colleagues’ opinions, would you like to invite them for our discussion? 既然你在这方面会参考你的同事的意见，到时候能不能顺便请他过来一下呢？
The Influencers of Complex Sales
复杂销售情况的影响者
The Decision Maker 决策者
The Fault Finder 挑毛病者
The Gatekeeper 挡门者
The User 使用者
The Sherpa/ Guide 引路者
The Motivations Behind Each Player
每个角色的购买动机
Buying to Spur Growth 刺激增长
Buying to Solve a Big, Current Problem 解决棘手的问题
So-So, Not Much Motivation to Buy 不好不坏，对你的产品可有可无
Over Confident, No Reason to Buy at All 过于自信，完全没有购买的必要
In ALL Big Selling, there’s ALWAYS official and personal motivations for each player 所有购买角色都有在公、在私的动机
Buying Motives (Official) 购买动机(在公)
Increase Revenue 增加收入
Reduce Costs 降低价格
Improve Asset Utilisation 增加资产运用
Buying Motives (Personal) 购买动机(个人)
Achievement 成就
Relationships 关系
Reputation 声望
Career Advancement 仕途
Leisure 悠闲
Money 金钱
Interesting Work 工作上的乐趣
What are some of the buying motives of your typical buyer?
你们一般的买家又有哪些购买动机呢？
不知敌之情者，不仁之至也，非民之将也，非主之佐也，非胜之主也
If you don't know much about your adversary, you won't command victory
Exercise: Mapping Out Each Influencer 练习：理出每个影响者
Think of a deal you have previously won/ lost that involves multiple decision making players 设想你曾成功（或不成功）接单，而又需要多人决策的客户
How many people have you communicated with? 你跟对方企业的多少人进行过沟通？
What are their influence level from 0-10 从0-10的影响程度
Who are the Decision Maker, Fault Finder, Gatekeeper, Users and Sherpas? 对方谁是决策者、挑毛病者、挡门者、使用者及引导者？
What were their official and personal motivations to buy (or not to buy) from you? 他们跟你购买（或不跟你购买）的在公、在私的动机是什么？
What else do you feel you should have done? 你觉得你哪方面该做的没做？
Getting Help from Your Customers 让客户来帮你的忙
How can you identify the supporters in your customers’ organisation? 你该如何发掘客户组织里的支持、拥护者？
Ask your supporters to 让你的支持者:
Provide information 提供信息
Advise you on their internal decision making procedures 使你了解对方内部的决策过程
Say a few nice words to the main Decision Maker 给最终决策者吹吹耳边风
Getting Help from Your Customers 让客户来帮你的忙
How can you identify the opposition in your customers’ organisation? 你将如何发掘客户组织里的抗拒者？
Ways to deal with the opposition 如何应对抗拒者:
Resolve any conflicts with them 化解冲突
Assure them they will not lose out if their company buys from you 给于保证
Get help from your supporters to reduce the opposition’s influence 设法降低他们的影响力
What is ? 什么是销售？
S – Seek and qualify 寻找合适的客户
A – Ask critical questions, and demonstrate your value to them 提问关键问题，并体现价值
L – Listen and learn their buying behaviour 聆听以了解对方的购买方式
E – Ease concerns to close sale 解除顾虑以完成销售
Effective Follow Through and Closing如何跟进以及签单
Usual Way of Follow Through
一般跟进的方法:
“What do you think of our proposal? Would you like to sign up now?” “你觉得我们的计划书怎样？你现在能签单吗？”
“How long more do you need to consider?” “你还需要考虑多久？”
Effective Follow Through and Closing如何跟进以及签单
Better Suggestions 更好的建议:
Focus on the Common Ground established early in the sales appointment 专注在你们双方之前达成的共识
Summarise the sales meeting, highlighting their “pain” issues, and ways we can help 简单总结上次销售会议，提醒他们的“痛楚”以及我们能提供的方案
Seek to understand their decision making structure, and the level of influence of each player 尽量了解他们决策过程以及每个角色的影响力
For complex sales, seek to meet more characters from the client’s company, and understand each of their buying motivations 如果销售情况复杂，尽可能了解对方更多的角色，及其购买动机
Effective Follow Through and Closing如何跟进以及签单
How to Ask for the Order 怎样让对方签单:
“What do you say we should do next?/ How shall we proceed from here?” “你觉得我们下一步该怎么做呢？”
“If you were to use our services, when do you think is the best time. Why?” “如果你会用到我们的服务，你觉得什么时候最合适呢？为什么？”
“If you were to use our products, how do you want to use them?” “如果你会用到我们的产品，你会怎么用它？”
“Would you like to give it a try?” “你想先拿来试试吗？”
Referrals 推荐
A sale is not completed until you ask for referrals 直到你请求获得推荐时，销售才真正结束
Referred leads are the easiest to close 通过他人推荐的客户是最好的销售对象
You close twice faster on referrals 他人的推荐能使你业绩翻倍
Eg. if we are happy with a product, we tell our friends about it例如，如果满意一种产品， 我们会将之推荐给我们的朋友
Objections Handling
处理反对意见
Objections happen at ALL stages of the sale 客户反对意见无时不在，随时都有
The key to successful selling is to avoid objections, not to handle them as they arise 成功的销售模式是避免反对意见，而不是遇到反对意见才兵来将挡
Framework of handing objections 处理反对意见的方式
Empathise (But not to agree with) 体恤对方（但不是同意对方的立场）
Clarify 澄清对方的看法
Agreement to an Action 解决反对意见
Empathise 体恤对方
When customers raise objections, DON’T confront or argue with them, otherwise you will only get embroiled in an argument with them 客户提出任何意见，都不能直接反驳，否则只会跟客户发生争执
“I understand what you mean” “我明白你的意思”
“I understand how you feel” “我了解你的感受”
“I’m glad you bring that up!” “我非常高兴你提起这件事！”
Areas to Clarify On 需要澄清的方面
The meaning of the words they say vs. what they REALLY mean 澄清对方所说的虚实
Unfair comparisons 不公平的对比
Delay tactics 拖延的举动
Give and take strategy 讨价还价
“Whom did you compare with that you find us to be expensive?” “你是跟哪家供应商比较，觉得我们价格贵了呢？”
“Do you feel that price is more important that productivity, or productivity more important than price?” “你觉得价格比较重要，还是提高效率更加重要？”
“Are there any other concerns besides this?” “除了这个顾虑，买有其他意见吗？”
Agreement to an Action
解决反对意见
After clarifying with the customers’ concerns, see if you can get their commitment 在澄清客户的疑虑后，看对方能不能给于承诺
“If price is not a problem anymore, can you place the order now?” “如果价格没问题，是不是就能够定下来了？”
Objections Handling
处理反对意见
It's too expensive 太贵了！
Hmmm…I’m glad you said that. Why do you feel that our price is high? Which is MORE important to you, price or quality? 嗯…我非常高兴你很关注我们的价格。你知道为什么我们的价格比其他人高吗？哪方面对你比较重要，价格还是质量？
How much? 多少钱？
Apart from the price, do you have any other concerns? If you don't have any problems with price, would you like to give it a try now? 除了价格以外，你们还有其它方面要考虑的吗？如果价格没问题，是不是现在就能定下来？
Objections Handling
处理反对意见
I don't have time. Please leave your brochures here and I will contact you later. 我没空，你把资料放这里。改天我再和你联系
I understand you are very busy. So is everybody else. But what if within 15 minutes I can show you whether you can achieve better results with lower costs? Do you think the 15 minutes are worthwhile? 我了解你很忙。其实大家都在忙。但如果你能够在15分钟内了解你是不是可以以更少的成本达到更好的业绩，你觉得你这15分钟花得值得吗 ？
Let me think about it. 让我考虑考虑
I understand how you feel. You simply want to digest all you have learned just now, right? Which areas do you feel is of most value to you? So what shall we do next? 我了解你的感受。你是想仔细探讨你刚才所了解的一切，是吗？我说了那么多，你觉得哪方面对你的帮助会是最大的呢？你觉得我们下一步该怎么做呢？
Objections Handling
处理反对意见
Our budget is fixed and cannot be changed. 预算已定，不可能再更改
I understand what you mean. In which aspects do you think you want to improve your current situation? Why do you think they are important to you? If we can solve such problems for you, can you do something about the budget? 我明白你的意思。你觉得你们目前的哪方面有待改进？为什么这对你们会重视这方面？如果我能够解决你们这方面的问题，你能做些调整吗？
Some Tougher Objections 更加难以应对的反对意见
I already got a better price from your competitor 我已经从你竞争对手中拿得更好的价格
I'm quite happy with my current vendor and don't need to change. 我对我目前所使用的酒店很满意，无需更换
What if I don't buy from you? 我如果不跟你购买，似乎也没有太大的影响，是吗？
The 4 "R"s of the Customer's Experience 客户购买经历的4"R"
Reliability 可靠性
Relationship 交情与关系
Responsiveness 积极性
Resourcefulness 出谋划策
避其锐气，击其惰归
Avoid the initial onslaught, strike when they run out of steam
What is ? 什么是销售？
S – Seek and qualify 寻找合适的客户
A – Ask critical questions, and demonstrate your value to them 提问关键问题，并体现价值
L – Listen and learn their buying behaviour 聆听以了解对方的购买方式
E – Ease concerns to close sale 解除顾虑以完成销售
S - Service and follow through 服务与跟进
Why Service?
为何提供后续服务？
行千里而不劳者，行于无人之地也
Going the extra mile
What Do Customers Expect from Sales People? 客户对销售员有什么期望？
Be personally accountable for customers’ results 为客户的绩效承担个人责任
Understand customers’ business 了解客户的商务模式
Proactively provide advice for customers 主动为客户提出建议
Suggest the right solutions that solve customers’ problems 提出能解决客户困惑的有效方案
Be easily accessible 客户能随时联系上
Be creative in responding to customers’ needs 能为客户的需求提出有创意的解决方法
Source: HR Chally
Services that Sales People can Provide 销售人员所能够提供的服务
Check if your guests are happy with their experience with you 查询客户是否在您酒店感到称心满意
Check if there is anyhing else they need 主动查询客户对产品或服务满意
When is the best time to chat with your guests? 跟客户交谈的最佳时机是什么时候？
6 Steps to Service Recovery 改进服务的6个步骤
Say your are SORRY 说声对不起
Explore Cause of Dissatisfaction 查找造成顾客不满意的原因
Make it Right - Provide Alternatives 提供解决方案
Go the Extra Mile 做得再好一点 （行千里而不劳者，行于无人之地也）
Follow up with customer 跟进顾客
Organizational Learning – how can we make sure this does not happen again 学习总结，确保我们不犯类似错误
Action Planning 行动计划
Formulating your Action Plan
拟定你的行动计划
What should I do more of? 我们哪方面应该多做一些？
What should I do less of? 我们哪方面应该少做一些？
What should I start doing? 我们该开始做些什么？
What should I stop doing? 我们该停止什么？
What shall be my action steps now? 我的行动计划将是什么？
Q&A
Contact info@ for more details, OR log on to:
to get monthly updates OR
for the Chinese updates
And if you absolutely believe that there’s nothing you can do, you have 1 minute to leave the room
R u a sales person or a Professional Visitor/ Beggar?
Price is what you pay; Value is what you get – Warren Buffet
Why?
Discussion. Why?
The purpose of knowing everybody in the room is to make sure all needs, wants and concerns from all corners are covered
Explain why we do each part
Draft Presentation Outline based on needs assessed previously and Role Play
Emphasis here is geared towards hospital than clinics
Emphasis here is geared towards hospital than clinics
