秘书在电话销售中的沟通研究-大学生毕业论文（设计）.doc

目录 摘要 1 Abstract 2 1绪 论 3 2 秘书沟通在电话销售中的运用 4 2.1沟通的含义及作用 4 2.2秘书沟通在电话销售中的重要作用 4 2.3沟通及接听礼仪用语对电话销售有重大的意义 5 3秘书在电话销售中的沟通特征 7 4秘书在电话销售中的沟通类型及技巧 10 4.1秘书与上司的沟通 10 4.2 秘书与同事的沟通 11 4.3 秘书与客户的沟通 12 结论 14 参考文献 15 谢辞 16  摘 要 煜展黄金南京分公司是一家从事黄金、白银现货电子交易及投资咨询服务的专业投资理财公司，公司为广大投资者提供合法正规安全的专业黄金、白银投资理财平台，服务于各阶层的投资者，携手共创财富的不朽神话！ Abstract Yu gold nanjing branch company is engaged in gold, silver spot electronic trading and investment advisory services of professional finance and investment company, the company is committed to providing investors with the legitimate formal security platform for the professional finance and investment gold, silver, professional team has long been engaged in financial industry into full play advantage, service to all levels of investors, to join hands in creating a multiplied immortality! In nanjing, tianjin Yu exhibition of precious metals co., LTD. My job is telephone sales, mainly responsible for the company to provide personnel billed classified analysis by telephone communication to build trust and customer relationship, let the customer interested in our products and select our products so as to bring benefits to the company. Because I often in the process of work and different people to communicate, so I will be their learned knowledge and work, I secretary for communication in the position in a career with a new understanding: use good secretary said in a telephone communication skills are good for our sales in the industry to deal with the relationship between with superiors, colleagues, clients, and improve their work performance. 【 key words 】 the secretary communication interpersonal phone sales  1绪 论 沟通是人与人之间感情交流和反馈的过程，通过沟通可以达到思想一致，若是你想成功除了需要好的综合能力之外也需要好的沟通技巧。电话是公司对外交流的一个窗口，一个好的拨打电话、接听电话过程，将会给对方留下好的印象，相反则不同。 在公司实习这段时间让我知道了声音是一种很重要的媒介，利用它能够吸引别人的注意，能够创造良好的沟通氛围。使用一种经过调控的语调来让他人听出你知道自己在做什么从而对你信心倍增，急缓适度的语调会让人容易吸收信息。同样沟通方法也是不同的一千个人有一千个沟通方法，对不同的人要选择不同的方法，比如对长辈和上司要用恭敬谦虚的态度，对待同辈或同事要懂得把握分寸，对待下属要善用询问与倾听等。接下来本文会以公司的电话销售流程为依据，结合本人在校学的文秘专业知识和实习期间的经历来