谈判与沟通培训讲义.pptxVIP

談判與溝通;談判是什麼？;談判的基本型態;衝突程度／合作程度之決定因素;WHAT IS A CUSTOMER？顧客是什麼？;WE ARE NOT DOING A FAVOR BY SERVING HIM, HE IS DOING US A FAVOR BY GIVING US THE OPPORTUNITY TO DO SO.我們並不是因為服侍顧客而施惠給他們。相反地，顧客卻因為提供我們服侍的機會而施惠給我們。 A CUSTOMER IS NOT SOMEONE TO ARGUE OR MATCH WITS WITH. NOBODY EVER WON AN ARGUMENT WITH A CUSTOMER.顧客並非爭論或較量的對象。從來就沒有人能在爭論上贏過顧客。A CUSTOMER IS A PERSON WHO BRINGS US HIS WANTS. IT IS OUR JOB TO HANDLE THEM PROFITABLY TO HIM AND TO OURSELVES.顧客將他們的欲望帶給我們。我們的工作是處理這些欲望，以便讓他們與我們同蒙其利。 L.L.BEAN,INC.