Course outline:
First, know yourself and yourself.
1, the lobby manager understands the importance of customer psychology.
2. How to cultivate the ability and quality of insight into customers?
3. Three key elements of customer psychological analysis
Case: Decryption of Network Layout of Dutch Cooperative Bank
Two, the six key information of customer identification in outlets
1, project information
2. Oral information
3. Behavior information
4. Business information
5. Company information
6. Residential information
Case: Marketing Rules of Car Keys for Lobby Managers of China Merchants Bank
Third, interpret the customer's behavior language.
1, what is a behavioral language?
2. Common behaviors of outlet customers
3. Behavioral language in communication
4. Behavioral language in marketing
Case: The lobby manager of Industrial Bank turned the complaint into a transaction.
Fourthly, the motivation of bank customers' purchase decision.
1, the power source of bank customers' purchase decision
2. Five rules that affect customers' decision-making motivation.
3. Marketing psychological game process.
Case: Why didn't the customer know what kind of fixed investment he bought when signing the contract?
V hypnotic marketing of wealth management products
1, the application of hypnotic marketing in bank outlets
2. How to gain customer recognition?
3. Design and application of customer discourse rules.
Case: Five Principles of Standard Chartered Bank Marketing
6. Product mix and marketing strategy of different customers
Application of 1 and CPP model in bank outlet marketing
2. CPP strategy for bank customers of age axis
3. CPP strategy for industry axis bank customers
Case: Cross-use of product orientation and customer orientation
The above contents can be found in: communication skills, effective customer communication skills, Zheng.