PSS TOOL KIT 专业销售技巧.ppt

Sales Performance Tool Kit Opening Goal: To agree on what will be covered or accomplished. When: You and the customer are ready to conduct business. How: Propose an agenda. State the value to the customer. Check for acceptance. Probing Goal: To build a clear, complete, mutual understanding of a customer抯 needs. When: You want to elicit information from a customer. How: Use open and closed probes to explore the customer抯: circumstances needs Rapport Game Define your team抯 secret. Identify your first open probe. Goal: Uncover secret with the fewest questions. If team breaks rapport, probing turn goes to other team. Each team probes until secrets are uncovered. Team that uses the fewest probes wins. Supporting Customer Needs Work in teams. Teams develop 3 customer need statements. First team states need, and second team supports. Switch roles and repeat. Closing Goal: To agree on appropriate next steps. When: The customer signals a readiness to move ahead. or The customer has accepted the benefits you抳e described. How: Review previously accepted benefits. Propose next steps for you and the customer. Check for acceptance. Creating Closing Statements Think of a difficult customer. Write two needs and two benefits that were accepted by the customer. Write a closing statement. State the needs, benefits, and closing statement to the group for comment. Group votes on the best close. Giving Effective Closing Statements Work in teams. Listen to customer situations. Team members take turns giving closing statements. Group discusses all statements. I determine the winner for each round. The winning team from a round goes first in the next round. Overcoming Customer Indifference When: A customer expresses satisfaction with his or her current circumstances. How: Acknowledge the customer抯 point of view. Request permission to probe. Probe to create customer awareness of needs. Indifference Challenges! Each team develops 5 indifference statements. First team states the