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Jingdong book

销售口才与技巧提升训练

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销售口才与技巧提升训练

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如何掌握更多的实用技巧,如何有针对性地进行学习,如何有效提升自己的口才能力,如何脱颖而出、创造出傲人的业绩?《销售口才与技巧提升训练 》将为你开启成功的大门,让你舌绽莲花、能言善辩,轻松应对各种顾客和刁难,一跃成为销售员。《销售口才与技巧提升训练》汇集上百个经典销售案例,用通俗的语言向读者揭示销售员所要具备的素质和能力,同时也为读者提供了非常有效的销售技巧和实用的口才技巧,希望每位读者都能够在《销售口才与技巧提升训练》的帮助下,成为厉害的沟通大师和销售专家。
Content Description

每个销售人员都渴望拥有舌绽莲花的口才和纯熟的销售技巧,能够一开口就打动客户,三言两语就卖出产品。可以说,销售口才技巧是赢得客户、占领销售市场不可或缺的钥匙。
《销售口才与技巧提升训练 》汇集诸多销售大师的经典案例,根据实际销售经验浅入深出地总结了一系列销售口才技巧。生动简洁的语言表述让销售员一读就懂,并且能够真正做到快速打动客户,赢得客户信赖,实现销售业绩的突破。
Author Description

从事销售工作十余年,有多年的一线实践经验,长期进行销售口才培训工作
Catalogue

第1章售前筹备,完备的销售计划令你所向披靡

一份完备的销售计划助你快速打开销售局面

制订销售目标,有目标才有方向和动力

良好的销售业绩从高效管理开始

多一份预案,就多一份胜算

遵循销售中的SMART原则助你更快实现销售目标

在不断完善现有计划的基础上寻找新的销售契机



第2章尽在掌握,把握主动才能让客户“心”随你动

拓展思路,并非“有买才有卖”

先行一步,比客户自己还要了解他需要什么

制造点声势,让客户主动上门

主动了解客户,别等客户询问

抛出一根主线,让客户跟着你的思维走

“软磨硬泡”法让客户最终“妥协”



第3章耐心聆听,销售不只要“说”还要会“听”

善加引导,客户愿意向你倾诉说明他开始信任你了

倾听绝不“傻听”,要听出谈话中有利于成交的关键部分

倾听时用眼神给予客户最合时宜的回应

倾听时肯定和赞同你的客户,令其心怀感激

虚心请教,让客户乐于指正和批评你

客户抱怨时耐心倾听,你就能成为客户的朋友



第4章巧舌如簧,客户听得动容能更快达成交易

事实和数字让那些理性的客户也信服

面对感性的客户,要学会以“情”动人

变换语音语调,让你的销售语言抑扬顿挫

专业和强势的销售语言能成功应付较真的客户

说话到位有重点,客户听得明白就不会“挑刺”

客户犹豫不决,不妨说点刺激他的话



第5章知己知彼,运用客户心理学令销售变得更轻松

心理置换,从客户的角度揣摩其心理有妙招

从客户的“喜新”或“念旧”心理来推销产品

从客户的微表情与肢体语言揣摩其购买心理

制造共鸣,拉近与客户的心理距离

欲擒故纵与以退为进,令客户主动购买

激将法能助你快速拿下订单



第6章财源不断,善用各种渠道挖掘你的客户资源

圈定你的客户群,让你的销售更有方向

积累信誉和口碑,让老客户成为你的兼职推销员

亲戚关系应该是你销售事业的起点

巧用同窗情为你挖掘客户资源

动用老乡情为你铺开销售之路

到各种活动现场搜集积累客户信息

应酬场合,善挖那有利于销售的人脉关系



第7章激发需求,三言两语刺激出客户的购买欲望

不同年龄特点与文化层次的人的客户需求有何不同

侧面探求出客户的经济水平和购买能力

探明客户的生活环境,能挖掘出更多的客户所需

客户的购买动机多样,“相似性”能助你理解更多客户

让现实例证来刺激客户产生购买需求与欲望

未来畅想法令客户感到购买的紧迫性



第8章完美展示,突出产品卖点赢得客户的青睐

介绍产品时一定要实事求是,不可夸大产品功效

鼓励客户体验产品,切身感受更有说服力

通过比较和数据,让产品更可靠

用产品最突出的买点来赢得客户的喜爱和认同

销售员自身要表达出对产品的热爱,以此感染客户

突出产品的性价比,令客户感到物美价廉



第9章扭转局势,如何应付被客户拒绝后的尴尬场面

从客户的表情动作洞悉客户拒绝的真实原因

表达对客户的理解,认同才能化解拒绝

“话题转移法”能帮你破解客户的拒绝

当客户愿意参与你的免费体验活动时,拒绝就化解了

借助其他客户或身边人,巧妙扭转被拒绝的局势



第10章拨云见日,迅速消除客户心中的顾虑

向客户展示购买产品的保障,消除客户的后顾之忧

展示出现有客户的当下使用情况,让客户放心购买

客户的任何一个问题都不可小觑,当认真对待

客户问题多,不妨幽默以对

主动替顾客说出其心中疑虑,反让客户放心



第11章价格博弈,把握客户心理敲定生意

当客户问询价格时,就是成交的好时机

不妨让客户主动开口出价

价格细分法,让客户觉得更划算

还价来来回回,时机未到时不可敲定价格

报价要巧妙,才让客户更易接受

帮助客户理解“一分价钱一分货”的道理



第12章电话生金,如何在电话中开展你的销售工作

恰当时拨通电话,让客户乐于接你的电话

问询要巧妙,委婉知晓客户的闲暇时间

让你的声音也“微笑”起来

话不必多,专业的销售语言才让客户更放心

电话接起挂下间打动客户的心

几句实话表露真诚,破除客户的戒备心



第13章锲而不舍,从容“跟单”让客户不流失

保持联络,让没有购买的客户主动找到你

关注客户的最新需要,防止其他商家的介入

定期举行活动,邀请你的客户参与进来

电话和网络是“跟单”的便捷方法

跟单时寒暄要自然,你的销售动机别太明显

寻找一个恰当的理由,登门拜访你的客户



第14章贴心服务,在售后中找寻新的销售契机

随时“恭候”,让客户感觉你一直在他身边

建立完善的客户资料,表达你对客户的高度关注

定期回访你的客户,展现你的高度责任心

建立客户“发泄机制”,让客户及时把不满发泄出来

通过网络微博,让客户随时看到产品的最新服务信息

收集客户的良好使用感受,以此来作为你的销售广告



第15章催款有道,巧妙催款让客户乐意立即掏钱

尽量在达成交易前就规定好回款日期及限制

催款工作开始之前,就做计划和准备

预备多种催款方式,必要时多种并用

抓住客户的心理弱点,令其主动交款

客户赖账,必要时运用法律手段予以解决



第16章悉心维护,稳固的客户关系让生意源源不断

给客户送礼要别出心裁,让客户看到你的心意

客户之间有联系,以此建立忠诚的客户群

对“关键客户”施以“特殊待遇”

拉近心理距离,让客户从产品认同升级到情感认同

举办温馨活动,让客户产生情感共鸣



参考文献
Book Abstract

销售情景:

甲公司由于自身技术缺乏,准备购进一套计算机软件。而此时,乙公司正好有这样一批软件准备出售。经过接洽,双方分别派代表为此购买协议进行商谈。

由于此软件较先进,乙公司代表认为以高价卖出势在必得,于是,他并未事先了解甲公司的情况。谈判伊始,他就开门见山地对甲公司代表说:“坦率地对贵公司说吧,这套软件我们打算要30万美元!”

此时甲方代表突然暴怒了,他脸发红、气变粗,提高嗓门说道:“开什么国际玩笑,简直疯了,30万美元,是不是天文数字?认为我是白痴吗?”

结果,这场谈判就这么结束了。



分析:

这则销售案例中,作为销售方的乙方代表,无疑在谈判还没开始就失败了。而失败的原因很简单,就是他没有认识到销售计划的重要性,在对甲公司的购买计划毫不了解的情况下就开门见山地提出一个“天价”,对方难以接受,谈判自然也就无从谈起。

可见,在推销之前,我们一定要制订一份销售计划。销售计划包括以下几个方面:

①市场分析。也就是根据了解到的市场情况,对产品的卖点、消费群体、销量等进行定位。

②销售方式。就是找出适合自己产品销售的模式和方法。

③客户管理。就是对已开发的客户做好服务,促使他们增加购买量;对潜在客户持续跟进。

④销量任务。就是定出合理的销售任务,销售的主要目的就是要提高销售任务。只有努力地利用各种方法完成既定的任务,才是计划的作用所在。

⑤考核时间。销售计划可分为年度销售工作计划、季度销售工作计划、月销售工作计划。考核的时间也不一样。

⑥总结。就是对上一个时间段的销售计划的执行作出评判。

以上六个方面是计划必须具备的内容。

关于计划,它越是完美,就越能让我们胸有成竹,就越能帮助我们迅速打开销售局面。但不是说面对不同的顾客时只用同一份计划就可以,而是要因人而异。所以在制订计划之时,要注意以下几个方面:

1.为客户专门制订一份特别的提案

千篇一律地进行推销工作,会显得毫无新意,也难以提起客户的兴趣。而如果你能在推销前,对要打交道的客户进行一番了解,然后针对其自身情况,为其准备特别的提案,比如,你可以从客户的购买能力、客户的需求、客户购买产品后的利益得失等方面阐述,并把这些内容细化到一些细节问题上,那么就能让客户眼前一亮。有了这份“特别”的提案,你的销售工作一定会别开生面。

2.给客户一个特殊的“访问理由”

很多销售员在访问客户的时候,一味强调自己产品的优点,却被客户拒之门外。这是因为你的说明毫无个性,不能打动客户。所以,你打算向准客户施展的说明,必须是因人而异、完全符合各个准客户特性的。这就是说,你必须具备访问那个人的特殊理由。 即要清楚以下问题:

①我要向他说(诉求)什么?

②我要说服他做什么?

③我打算采取什么“方法”促其实现?

④怎样准备“访问理由”?这些访问理由必须内容都不一样。

也许,你认为这是相当难的事。事实上,只要你决心写出来,做这个作业你只需花费15分钟。别小看了这个作业。它会点燃你的斗志,使你不断产生各种销售计划。

当你准备好这份特别的销售计划后,就要去会见你的客户了,这时你要给自己2分钟的时间,在脑子里想一下这些事情:

提醒自己销售的目的,即帮助人们对他们所购买的产品感到满意,并使他们认为自己的购买抉择是一种明智之举。

然后设想一下会发生的事情:

①想象自己穿上了顾客的鞋子在走路,也就是站在顾客的高度来考虑问题。

②想象自己的产品、服务或建议的优越性,并想象如何运用这些优越性去满足客户的需要。

③想象一个美好的结局,自己的客户获得了他们所希望得到的时的感受,即对他们所购买的商品及对他们自己所作出的选择均感满意。

④想象自己的愿望实现了,也就是在轻松的气氛中以较少的气力销售了更多的商品。

作为销售人员,虽然我们每天都在不断重复着相似的工作内容,但却同样要以严谨、认真的态度来对待。正如海尔的张瑞敏曾说过的一句话:“简单的事情重复做,就能做成不简单的事。要让自己的每一天过得平凡,但不能平庸。”销售前,我们只有制订一份完备的销售计划,才能迅速打开销售局面!
Introduction

如今,随着社会的发展和市场经济的繁荣,人们对商品的需求更大,销售也就顺势成为一个热门行业。并且,销售是所有行业中最有可能创造奇迹和极富挑战的工作,很多成功人士都是以从事销售工作起家的。然而,销售绝非易事。如何将产品推销出去也就成为很多销售员研究和探讨的问题。



不得不说,时代在进步,我们的客户似乎也越来越精明了。在现实的销售中,经常有一些销售员会产生这样的困惑:为什么我还没开口,就被客户拒绝呢?为什么我苦口婆心地劝说客户购买,客户就是无动于衷呢?在最后成交的阶段,客户总是不断压价怎么办?客户到底在想些什么呢?到底怎样销售才能让客户接受我们的产品呢?



其实,这是因为他们没有掌握销售成功的秘密——口才,毕竟,销售是靠嘴吃饭的行业,好业绩都是“说”出来的,销售员的口才如何,直接关系到销售员的业绩好坏以及生活质量。一名出色的销售员,最大的本领也无非是具有出色的说话能力。



出色的口才是他成功的原因,但他更明白有时候倾听更是一种技巧。因为,言语是一种严肃的东西,有口才的人决不滥用它,客户也需要被人倾听,也需要发表自己的意见。听与说本身就是一对孪生兄弟,不可偏颇一方。



当然,销售口才不等于耍嘴皮,销售口才是非常讲究的,销售口才是一门说话的艺术,无论是电话营销、还是讨价还价,或者是处理异议,甚至是说服购买的过程中,都需要销售员善于观察、懂得分析,适时地说出巧妙的话,从而达成交易。



当然,任何技能的获得,也包括销售中的口才,多是逐步学习并训练才能获得。在这一过程中,也许你急需这样一位老师,教你如何逐步掌握销售口才与技巧。而本书就是总结销售过程中提高口才技巧的诸多方法,让你在客户面前变得更“能说会道”,用出色的口才打动客户,让销售业绩变得更加卓越!而本书就是解决销售过程中“如何说”的问题。



《销售口才与技巧提升训练》主要从销售口才入手,从实际出发,在不同的销售情景下,结合诸多典型的案例,让销售人员掌握说话的精髓,提升表达技巧,巧妙地与客户沟通,打动顾客的心,促成交易。



总之,拥有好的口才是销售人员最基本、最重要的武器。好口才是打开顾客心扉,实现快速成交的通道。而我们可以说,本书就是快速提升业绩的专业读本,即学即会、即看即用。让你迅速精通销售口才的知识,让自己成为销售精英。







编著者



2015年11月

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Brand Jingdong book
Brand Origin China

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Yami Gift Card

Get this exclusive deal when paying with gift card

Terms and Conditions

Gift card deals are special offers for selected products;

The gift card deals will automatically be activated if a customer uses gift card balance at check out and the balance is sufficient to pay for the total price of the shopping cart products with gift card deals;

You will not be able to activate the gift card deals if you choose other payment methods besides gift card. The products will be purchased at their normal prices;

If your account balance is not enough to pay for the products with gift card deals, you can choose to reload your gift card balance by clicking on the Reload button at either shopping cart page or check out page;

Products that have gift card deals can be recognized by a special symbol showing 'GC Deal';

For any additional questions or concerns, please contact our customer service;

Yamibuy reserves the right of final interpretation.

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Service Guarantee

Yami Free Shipping over $49
Yami Easy Returns
Yami Ships from United States

Shipping

  • United States

    Standard Shipping is $5.99 (Excluding Alaska & Hawaii). Free on orders of $49 or more.

    Local Express is $5.99 (Available in Parts of CA, NJ, MA & PA). Free on orders of $49 or more.

    2-Day Express (Includes Alaska & Hawaii) starts at $19.99.

Return Policy

Yami is committed to provide our customers with a peace of mind when purchasing from us. Most items shipped from Yamibuy.com can be returned within 30 days of receipt of shipment (For Food, Beverages, Snacks, Dry Goods, Health supplements, Fresh Grocery and Perishables Goods, within 7 days of receipt of shipment due to damages or quality issues; To ensure that every customer receives safe and high-quality products, we do not provide refunds or returns for beauty products once they have been opened or used, except in the case of quality issues; Some products may have different policies or requirements associated with them, please see below for products under special categories, or contact Yami Customer Service for further assistance).
Thank you for your understanding and support.

Learn More

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Terms and Conditions of Yami E-Gift Card

If you choose “Redeem automatically” as your delivery method, your gift card balance will be reload automatically after your order has been processed successfully;

If you choose “Send to Email”as your delivery method, the card number and CVV will be sent to the email address automatically;

Any user can use the card number and CVV to redeem the gift card, please keep your gift card information safely. If you have any trouble receiving email, please contact Yami customer service;

Yami gift card can be used to purchase both Yami owned or Marketplace products;

Yami gift card will never expire;

Yami gift card balance does not have to be used up at once;

All rights reserved by Yami.

Return Policy

Gift card that has already been consumed is non-refundable.

Sold by JD@CHINA

Service Guarantee

Yami Free Shipping over $49
Yami Easy Returns
Yami Ships from United States

Shipping

  • United States

    Standard Shipping is $5.99 (Excluding Alaska & Hawaii). Free on orders of $49 or more.

    Local Express is $5.99 (Available in Parts of CA, NJ, MA & PA). Free on orders of $49 or more.

    2-Day Express (Includes Alaska & Hawaii) starts at $19.99.

Return Policy

You may return product within 30 days upon receiving the product. Items returned must be new in it's original packing, including the original invoice for the purchase. Customer return product at their own expense.

Sold by JD@CHINA

Service Guarantee

Yami Cross-store Free Shipping over $69
Yami 30-days Return

Yami-China FC

Yami has a consolidation warehouse in China which collects multiple sellers’ packages and combines to one order. Our Yami consolidation warehouse will directly ship the packages to your door. Cross-store free shipping over $69.

Return Policy

You may return products within 30 days upon receiving the products. Sellers take responsibilities for any wrong shipment or missing items. Packing needs to be unopened for any other than quality issues return. We promise to pack carefully, but because goods are taking long journey to destinations, simple damages to packaging may occur. Any damages not causing internal goods quality problems are not allowed to return. If you open the package and any quality problem is found, please contact customer service within three days after receipt of goods.

Shipping Information

Yami Consolidation Service Shipping Fee $9.99(Free shipping over $69)

Sellers in China will ship their orders within 1-2 business days once the order is placed. Packages are sent to our consolidation warehouse in China and combined there. Our Yami consolidation warehouse will directly ship the packages to you via UPS. The average time for UPS to ship from China to the United States is about 10 working days and it can be traced using the tracking number. Due to the pandemic, the delivery time may be delayed by about 5 days. The package needs to be signed by the guest. If the receipt is not signed, the customer shall bear the risk of loss of the package.

Sold by JD@CHINA

Service Guarantee

Free shipping over 69
Genuine guarantee

Shipping

Yami Consolidated Shipping $9.99(Free shipping over $69)


Seller will ship the orders within 1-2 business days. The logistics time limit is expected to be 7-15 working days. In case of customs clearance, the delivery time will be extended by 3-7 days. The final receipt date is subject to the information of the postal company.

Yami Points information

All items are excluding from any promotion or points events on Yamibuy.com

Return Policy

You may return product within 30 days upon receiving the product. Items returned must be new in it's original packing, including the original invoice for the purchase. Customer return product at their own expense.

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Jingdong book

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Jingdong book