1, your goal
This "story" is ready to achieve the goal.
3. Access the tools you need
Second, the basic structure of sales telephone
Looking for customers-preparation before interview-contact stage-inquiry stage-listening stage-presentation stage-handling objections-conclusion-follow-up.
(A) looking for customers
1. Market research: determine the research scope according to the product and development purpose.
2. Document construction:
Commercial consideration: whether (1) can meet the requirements of GSP; (2) business reputation evaluation; (3) whether the operator's thinking is open; (4) Channel coverage.
3. Screening customers:
(1) firmly grasp the 80/20 rule; (2) Choose the most suitable customers for the enterprise.
(2) Preparation before the visit
First, customer analysis
Customer profile (basic information, department, grade), purchase/use/access records.
If you go to see a doctor, you should know his prescription habits. If you visit a salesperson, you should know his recommendation habits and his self-knowledge of this kind of knowledge.
B, set the visit target (SMART)
S- concrete (concrete) M- measurable (measurable) A- achievement (achievable)
R- realistic T- time bond (time period)
C. access policy (5W 1H)
D, data preparation and "sales story"
E, dress and psychological preparation
Sales preparation
A, work preparation B, psychological preparation
Be familiar with the company and be prepared to go all out.
Be familiar with the product situation, define the goal and make a good plan.
Understand the customer situation and cultivate a high degree of enterprise.
Understand the market situation and cultivate perseverance.
Cultivate a high degree of self-confidence
Cultivate a high degree of discipline
Murphy's law
If there is the possibility of making mistakes, there will be mistakes. Things always fall out of reach.
When the cake falls on the ground, there is always cream on the ground, and some things are always getting worse.
Make it clear who to visit: Who will you visit during the sales call?
doctor
1, the purpose of seeing a doctor
(1) Introduce the product; (2) Understand the competitive products; (3) establishing friendship (4) expanding the number of prescriptions; (5) Contact the pharmacy
(6) Clinical trials; (7) After-sales service
2. The elements of seeing a doctor
(1) self-confidence; (2) product knowledge; (3) sales skills; (4) tools; (5) Plan and purpose
3. The purpose of visiting the hospital pharmacy
(1) Introduce the product; (2) buying goods; (3) check the inventory; (4) Digesting inventory; (5) dredge the relationship/channel; (6) Competitive varieties
4. Purpose of business visit
(1) Know the company; (2) promoting the purchase of goods; (3) check the inventory; (4) dunning; (5) competing products; (6) After-sales service
(7) maintain friendship; (8) Agreement
Step 6 visit customers
(1) Make a visit plan; (2) Make good use of visiting time and place to improve visiting efficiency; (3) Make good use of the opening remarks and leave a good impression.
(4) Be good at grasping the opportunity of revisiting.
(3) Contact stage
A. Opening remarks
Easy to understand, concise, innovative, less repetition, less "I", more "you" and "your company"
Clever choice of greetings is very important.
B. Mode
Cut to the chase, praise, curiosity, enthusiasm (greeting), request
Matters needing attention in contact stage
A. Cherish the first 6 seconds: When you meet for the first time, most people will have a preliminary impression within 6 seconds. Love at first sight is heartless.
B, the application of eyes: understand the etiquette of eyes and pay attention to the focus of eyes.
C, a good start
Harmony, positivity, theme creation, entry needs and sufficient time.
D, possible difficulties
Lengthy, silent, negative, unclear purpose, bad experience and hasty time.
(4) Inquiry stage
What is detection?
Explore each other and ask questions.
practise
1. How will you solve it when you meet a customer for the first time?
2. Each person lists three different forms of opening remarks?
3. Everyone lists three different types of questions?
The purpose of inquiry: A, collecting information B, discovering requirements C, controlling access D, promoting participation E and improving communication.
Type of question asked
Affirmative Questions-Restrictive Questions (Yes/No)
(isn't it, isn't it, is it ok? )
Open question-open question
(5W，2H)
A questionable question-a hypothetical question
(You mean-if-)
Open question pattern
(5W，2H)
Who is it and how many are there?
What is what? How about it?
Where is it? where
When, when and why?
Restrictive interrogative sentence patterns Hypothetical interrogative sentence patterns
Isn't it? What do you mean?
Right? If-
Right?
May I?
Open question
Open question opportunity:
When you want your customers to speak freely.
When you want customers to provide you with useful information, when you want to change the subject.
Have enough information
Benefits: Guide the conversation without the customer's knowledge.
The client thinks he is the protagonist of the negotiation.
harmonious atmosphere
Disadvantages: it takes a lot of time, requires customers to talk more, and may lose the theme.
Restrictive questioning
Restricted question opportunity:
When customers are unwilling to provide you with useful information
When you want to change the subject
Key steps to reach a conclusion
Benefits:
Get clear points quickly.
Determine each other's thoughts
"Lock in" customers
Disadvantages:
Less information, more problems, "negative" atmosphere, and convenience for uncooperative customers.
Hypothetical questioning
Hypothetical question timing:
When you want to find out what customers really think
When you want to help your customers explain their feelings.
Benefits:
Can sort out the real thoughts of customers.
Can accurately explain the meaning
Be polite.
Disadvantages: with personal subjective consciousness.
(v) Presentation stage
1, to clarify customer needs; 2 state the purpose of the visit
3, professional introduction FFAB, constantly meet customer needs.
FFAB is actually:
Features: Features of the product or solution;
Function: the function brought by characteristics;
Advantages: the advantages of these functions;
Benefits: the benefits brought by these advantages;
Before introducing FFAB, we should analyze the proportion of customer demand, sort the sales priorities of products, and then expand FFAB. When launching FFAB, you should simply state the features and functions of the product, avoid using difficult terms, and summarize the advantages that are beneficial to customers by citing its advantages and general interests that customers can accept. Here, marketers should remember that customers always buy because the products and services you provide can bring them benefits, not because they are interested in your products and services;
(6) Handling objections
1. What is the customer's objection?
2. What is behind the objection?
3. Handle objections in a timely manner.
4. Turn customers into "people": grasp human nature and needs.
Handling objections: in the face of customer questions, make good use of addition, subtraction, multiplication and division.
A. When customers raise objections, we should seek common ground while reserving differences by subtraction;
B. When summing up in front of the customer, add up the content that the customer has not fully recognized;
C. When customers bargain, division should be used to emphasize the unit profit left by products to customers;
D. When marketers do their own cost analysis, they should use multiplication to calculate how much room they have left for themselves;
(7) Closing (summary) stage
1, strike while the iron is hot
Step 2 Use more restrictive questions
3. Turn intention into contract in time.
4. Confirm the necessary clauses.
Procedure: Commitment and close business relationship are required.
1, review the interests of customers;
2. Put forward the next plan;
3. Ask whether to accept it;
When the marketer completes the above three procedures, he will describe his vision when buying products or services for customers, and finally stimulate the desire of prospective customers to buy; Once you accidentally capture the following information of the customer:
Customer's facial expression:
1, nodding frequently; 2. Calm gaze; 3. Abnormal changes;
Customer's body language:
1, lean forward; 2. Turn from a closed sitting position to an open sitting position; 3. take notes;
Customer's tone and words:
That's a good idea. wait for ...
(viii) Subsequent stage
1, understand customer feedback 2, and handle objections; 3 communication and friendship; 4. Welfare cash; 5. Get the next order
& lt fourth > business etiquette
Appearance-general items
Develop good personal hygiene habits
Hair: clean and dandruff-free. Soft hair can be set with mousse. In the office, women with long hair don't have long hair.
Eyes: clean, no secretions, to avoid eye congestion.
Nose: Don't let nose hair poke everywhere, and don't pick your nose in public.
Mouth and teeth: clean, no food residue.
Appearance-general items
-Nails: Clean and trim regularly.
Men's beards: cut and shave every day.
Accessories and accessories: check for stains or touch skew.
Keep it neat and tidy regularly.
Behavior demonstration
Diana Whelan:
Stretching of neck, back, arms and legs
And agile pace and beauty are closely related.
Professional etiquette
standing position
Keep your head flat, shoulders flat, naturally hold your chest and abdomen, and keep your center of gravity stable.
Professional etiquette
sitting position
Ladies have all kinds of beautiful seats.
Pose, but anyway, knees.
Cover together is an eternal principle.
Professional etiquette
Squat posture
Must ensure that the thigh
Close to your knees.
Professional etiquette
get on or off the bus
Legs together
Professional etiquette
Business Etiquette-Introduction Etiquette
First of all, introduce humble people to distinguished people.
Young people gave it to old people.
Colleagues in our own company give them to colleagues in other companies.
Junior supervisor to senior supervisor
Company colleagues give customers
Unofficial personnel versus official personnel
Domestic colleagues versus foreign colleagues
Business Etiquette-Introduction Etiquette (continued)
When introducing, state the identity/title of the introduced person.
It is common to forget someone's name for a while.
Introduce yourself voluntarily.
Business etiquette-the etiquette of shaking hands
When should I shake hands?
Meet someone you know.
Say goodbye to others
When someone enters your office or leaves.
When introduced to each other
Comfort sb.
General social etiquette
Etiquette for exchanging business cards (1)
If you are sitting, get up and try to accept the business card handed over by the other party.
Those with lower qualifications take the lead in handing out personal business cards with their right hands.
When visiting a foreign country, hand out your business card after being introduced by your boss.
When accepting a business card, you should pick it up with both hands and determine its name and position.
After accepting a business card, it is not appropriate to put it on the table.
Etiquette for exchanging business cards (2)
Always check your wallet.
Don't distribute dirty or wrinkled business cards.
Put the business card holder or wallet in the inner pocket of the suit so as not to take it out of the back pocket of the trousers.
Try to avoid writing irrelevant things on each other's business cards.
Don't play with each other's business cards unconsciously.
Don't hand in your business card first when the boss is around. You can't hand in your business card until the boss hands it in.
Taxi seating order
Seating order of private cars
Seating order when taking the train
Telephone etiquette
The difference between face-to-face communication and telephone communication
Telephone etiquette
Keep the most beautiful voice.
—speed
-Tone
-Volume
-Smile.
Some basic skills when answering the phone
-Answer the phone
-Transfer the call
The receiver is not here.
-Please leave a message
—End the call
-Telephone recording
Etiquette for answering the phone
The bell rings
Pick up the receiver
Say your name and greetings.
Confirm each other's names
Asking about incoming calls
Then summarize and confirm the call.
End the call politely.
put asid
Etiquette of calling.
put asid
self-introduction
Confirm and greet each other.
Explain the call
Re-summary confirmation
End the conversation politely.
put asid
Telephone Precautions (1)
When you hear the phone ring, if you are chewing something, don't answer the phone right away. Spit out the food quickly and then answer the phone.
When you hear the phone ring, if you are laughing or arguing, be sure to wait until your mood is stable before answering the phone.
When you answer the phone, you should have a spirit at the beginning of the greeting.
When making a phone call, you should cooperate with body movements such as smiling and nodding.
Don't speak too loudly and don't put the microphone too close to your mouth.
Telephone Precautions (2)
If you answer the phone, be sure to ask the customer if he needs to leave a message.
Answer the phone call that kept you waiting and apologize to the caller.
You were talking to a guest when the phone call came. You should tell the other person that there is a guest and call him later.
When a friend makes a phone call at work, he should end the call briefly and quickly.
Never quarrel with the other party when you receive a complaint call.
Etiquette for visiting customers
Step 1. Make an appointment in advance.
Step two. Get ready.
Step three. Check with the person you are visiting before you leave, and leave when the time is right.
Step four. Go to the client's office building
Step 5: Enter the room.
Step six. Meet the person you want to visit.
Step 7: Negotiation
Step 8: Leave
China Dietary Etiquette
Use napkins correctly
Use male chopsticks and female spoons.
Carry vegetables
eat soup
Don't talk to people with food in their mouths.
roast
discuss
Leave the seat
Etiquette of western buffet
Take vegetables in order.
It's best to take one or two dishes at a time.
Do not mix special spoons or food clips.
This plate can no longer be used.
Don't waste.
Don't eat too much
Observe western etiquette
Pay attention to western food
Use tableware correctly
How to eat (salad, main course and noodles, bread, soup, fruit)
Diet posture