MOC Training.pptVIP

MODEL OF CONTROLLEVEL II电话销售技巧加强培训 Agenda日程表 Your Expectation 您参加的目标 MOC Review 电话引导模式回顾 Open 开场白 Presence Relating Skills 声音表现和建立关系技巧 Qualify and Question for Needs 辨别客户和询问客户需求 Questioning Skill 询问技巧 Position 定位 Positioning Skill 定位技巧 Objection Resolution 异议解决模式 Close 结束电话技巧 Closing Skill 技巧 Overview 总结回顾 What is your objective?你的目标是什么 Buying Process购买流程 Check verify REAL need检查分辨真实需求 Review requirement internally内部确认要求 Priorities List优先等级后立项 Discuss then consider range of options 讨论倾向厂商 Finalize details定案细节 Negotiate price, service terms 商讨价格/服务/合同条款 Contract合同 OPENING开场 Opening An Inbound Call Greeting and Small Talk 问候和寒喧  Introduce (how)介绍公司与自己  Acknowledge Customers’ Concern 善意回应客户的顾虑  Voice声音 Energy and Enthusiasm热情 Listening聆听 Professionalism专业 Preparation准备 Word Choice用词 Experience经验 Integrity/Sincerity诚信 Smile微笑 Postures肢体 Presence 声音表现 Energy and Enthusiasm热情 Listening聆听 Admire真诚的赞赏客户 Respect尊重 Setting up good environment for communication建立良好的沟通氛围 Patient 耐心 Integrity/Sincerity 诚信 Match-Mirror-Lead 匹配—模仿—引导 Questioning 提问技巧 What Is This?   Questions问: (what and why)   Questions for Problems 问题 Questions for Influence 影响 Questions for Needs 需求  Questions for Lead Time 送货时间 Questions for Budget Process预算 Questions for Competition竞争  Questioning Open-ended Q Seek for Needs and more Information of customer’s (P5) Problems Projects Plans Procedures/Practices Products/Service Close-ended Q Confirm with customer about Needs and Information Seek Agreement Indifferent 漠视Drawbacks缺点 Empathy 同理心回应 Question for Opportunity 询问以挖掘机会 Position 定位 Check 检查  Empathy 同理心回应 Desalt Drawback 淡化缺点 Consolidate 强化优势 Check 检查