K nng

Bn hng
Tm Vit Group
1

Mt sn phm tt nht trn th gii s khng c s dng...

Cho n khi n c bn!

Mc tiu kho hc
Hon thnh kho hc, hc vin s c th:
Nhn thc ng v ngh bn hng

Hon thin k nng bn hng

Nng cao k nng giao tip trong BH Thc y hiu qu lm vic ca ngi BH Chia s kinh nghim gia cc hc vin
3

Suy cho cng mi ngi u sng bng

cch bn mt ci g
R.L.Stevenson
4

K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng By cng on ca chu trnh bn hng K hoch c nhn
5

K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng By cng on ca chu trnh bn hng K hoch c nhn
6

Cc khi nim c bn
Ngh bn hng Bn hng Khch hng
7

Ngi bn hng gii:

Khng bao gi tr li khng
C th bn mi th C th bn cho bt k ai

C th bn trong mi hon cnh

C nng khiu bn hng bm sinh
8

Ngi bn hng gii:

Bit cch giao tip v thuyt phc
Kim tin nhanh chng C nhiu k xo

Nhy cm vi nhu cu ca khch

C cuc sng y nim vui, th thch
9

Ngi bn hng gii:

Thng minh, tinh t, nng ng,
C v tr x hi tt

Nm bt tt k nng cng vic

Coi khch hng l ngi tr lng cho mnh

Bit lng nghe kin khch hng

Bit khi dy lng mong mun ca KH
10

Ngi bn hng gii nht l ngi bit lng nghe tt nht

11

Hiu sut nghe?

25 - 30%
12

Chu trnh lng nghe

Tp trung Pht trin Mong mun thu hiu Thng Hi p Tham d

Hiu

Ghi nh

13

Lng nghe l hng bin nht

Nh Nhn Nht
Vng Tm

Lun lun lng nghe, lun lun thu hiu

14

Th no l mua hng?
Mua hng l qu trnh khch hng
ra quyt nh i mt s tin nht nh ly mt sn phm hoc dch v no

tho mn nhu cu ca mnh

15

Khch hng mua g?

Gii php Cm gic

16

17

Th no l bn hng?
L qu trnh ngi bn hng
t vn, h tr, hng dn khch hng pht trin v hon thnh quyt nh mua hng ca h
18

Bn hng
L qu trnh trao i Tm hiu v tho mn nhu cu Xy dng quan h lu di cng c li
19

M hnh bn hng kiu c

10%
20% 30% 40%

Giao tip
nh gi Trnh by Kt thc

20

M hnh bn hng kiu mi

40% 30% 20%

Xy dng lng tin Xc nh nhu cu Trnh by gii php

10%

Xc nhn v kt thc

21

Bn Bn

TT
Ban

Bn

22

Bn hng kiu c
Th ng:
Phong cch quan chc

Thc p khch:
Phong cch tr em ng ph

Ng nhn v nhu cu:

Phong cch tip th bia
23

Bn hng kiu c
Khng c chin lc lu di:
Phong cch tiu thng

i u trc tip vi i th:

Phong cch Pluto
24

Bn hng t vn
Tip cn:
Khch hng l thng

nh:
Hng dn, tr gip

Phng php:
Lun lun khai thc
25

Bn hng t vn
Thc t:
Lun lun lng nghe, quan st

Kt qu:
a ra gii php

Mc tiu:
Xy dng quan h lu di
26

So snh hai phng php

Bn hng kiu c Ngi BH gii l gii th on, mnh kho Ngi BH gii phn bc c mi kin phn i ca KH Ngi bn v ngi mua: mt k thng mt k thua Bn hng t vn Ngi BH gii l hiu bit v thc s quan tm Ngi BH gii l ngi bit tm gi php cho mi s chng i Ngi bn v ngi mua: hai bn u c li
27

So snh hai phng php

Bn hng kiu c Bn hng t vn Bn hng l mt cuc chy Bn hng l cung cp ua tr tu mt gii php Bn hng l thuyt phc Ngi BH gii phi bn bng c sn phm Khch hng l i th, lun ni di Bn hng l h tr Bn hng l s h tr ra quyt nh KH l i tc mun tin tng ngi BH
28

So snh hai phng php

Bn hng kiu c Kt thc thng v l mc tiu s mt Bn hng t vn Tip tc pht trin cc thng v sau l mc tiu s mt

Hiu qu tc thi n ngay Phong cch na vi

Hiu qu lu di, lp i lp li Phong cch chuyn nghip

29

Bn hng l ngh thut thuyt phc ngi khc lm mt vic

m bn khng c quyn bt
ngi ta lm vic
30

Khch hng l Thng

31

Thng ?
Thnh tm (nh khi ng trc ban th/ cy thnh gi) Nh nhm (nh khi va mi khn vi/ cu nguyn xong)

32

Tm quan trng ca khch hng

Gy ra

Sc mua ca khch hng

S cnh tranh

Quyn la chn
Dn n
33

Khch hng l
Ngi cho ta vic lm
Ngi cho cng ty li nhun

Ngi m ta ph thuc vo
Khch hng khng phi l tranh ci

Khng ai thng khi ci nhau vi khch

Ngi thng tin v i th cnh tranh
34

Khch hng l "ng ch" duy nht

tr lng; sa thi nhn vin, k c

gim c; thm ch gii th cng ty

bng cch tiu tin ch khc.

Gim c ch l ngi thc thi mnh lnh ca khch hng.

35

Khch hng l ai?

Ngi quyt nh Ngi th hng

Ngi s dng
36

Khch hng bn ngoi tr lng cho ta (tin)

Khch hng ni b cho ta tnh cm (tnh)

sng, ta cn tin bc v tnh cm

C ngha l cn Khch hng

37

Cng ty nh hng ni b

CEO Qun tr vin Gim st vin Nhn vin trc tip Khch hng
38

Cng ty nh hng ni b
Tuyn dng ngi hon thnh nhim v
Lm cp trn vui lng ch khng phi KH Thng tin trn c s thm nin, quan h o to theo chc nng, khng theo yu cu
39

Cng ty nh hng ni b
Khng giao dch th khng chu trch nhim

Quyt nh khng c kin ngi giao dch

Thin v cc gii php tnh th, ngn hn

40

Cng ty nh hng KH
CEO/ Qu tr vin cao cp Qun tr vin/ Gim st vin Nhn vin trc tip Khch hng
41

Cng ty nh hng KH
Tuyn dng ngi tha mn KH, nhim v
Gip cp di lm hi lng khch hng Thng tin trn c s k nng v thm nin Tp trung o to k nng giao tip, k thut
42

Cng ty nh hng KH
Thu hiu KH bn ngoi v KH ni b

Quyt nh c tham gia ca ngi giao dch

Coi trng cc gii php tng th lu di

43

Lut bn hng
iu 1:

Khch hng lun lun ng iu 2:

Nu c ngh khc, hy xem li iu 1
44

K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng By cng on ca chu trnh bn hng K hoch c nhn
45

Yu cu i vi ngi BH
Sng to
C k hoch Nhit tnh

Hiu bit v sn phm, dch v

Hiu bit v cng ty v i th
46

Yu cu i vi ngi BH
Thu hiu khch hng
Giao tip tt Bit lng nghe

Bit cch thuyt phc

Bit cch kt thc
47

Yu cu i vi ngi BH
Hnh thc ph hp
Hiu tm l khch hng Thi ho nh, lch s

Nhanh nhn
Bn c hng
48

Nguyn nhn tht bi

Thiu tnh sng to
K hoch, t chc ti Thiu hiu bit v sn phm

55%
39% 37%

Thiu nhit tnh

Thiu quan tm khch hng

31%
30%
49

Nguyn nhn tht bi

Thiu o to bi bn
Thiu mc tiu c nhn r rng Thiu hiu bit th trng

23%
20% 19%

Thiu kin thc v cng ty mnh

Thiu kim sot cht ch

16%
9%
50

Tam gic yu cu - A.S.K.

ASK
Kin thc (Knowledge)
51

Thng v thnh cng

80%: Thi
Nhit tnh

Kin tr

20%: K nng v kin thc

K nng chuyn mn Hiu bit sn phm, cng ty, th trng
52

c tnh hng u ca ngi bn hng l thi tt, ri mi n kinh nghim, trnh , o to ri din mo. Cc tiu chun sau u c th nng cao nu c thi tt
McDonal
53

Thi
C ch
Nhn thng vo khch hng khi ni chuyn

T ra nhanh nhn, th v
Trnh u oi, chm chp v thiu din cm

Ngoi hnh
Nhn thy l nhn ra ngay nh chuyn nghip
54

Mun tr thnh nh chuyn nghip trc tin trng phi ging chuyn nghip
55

Thi
T phn tch
Nhn khuyt im v c gng khc phc.

T hi c th c phng php no tt hn?

Trnh tranh lun

Tranh lun: thng -> Bn hng: tht bi Trnh cc cuc tranh lun khng cn thit
56

Ta cn thng
hay

cng thnh cng?

57

Vn

Hp tc

Khch hng

Chng ta
58

Ly nhn ngha thng hung tn

em ch nhn thay cng bo

Nguyn Tri
59

60

Thi
Nhit tnh
iu ny s nh hng n khch hng

Nhit tnh khng t n nu mnh khng c

Tin tng
Tin tng vo sn phm, cng ty, chnh mnh
L xng sng ca nhit tnh

L kh nng thc hin cng vic hiu qu

61

Thi
Thnh tht v trung thc
Khch hng c th hiu v cm nhn c

Trnh by gi ca bn thnh tht

Bn ang tht s em li li ch cho h

S dng thi gian

Thi gian l tin bc

S dng cn thn v khn kho

62

Thi
Kh nng lng nghe
Ni l gieo nghe l gt

Hy ch lng nghe khch hng

Kin tr
KH c th ni khng khi h c th ni c

Khng h t chi mt cch d dng

63

Khng bit ci, ng bn hng.

64

Thnh cng trong bn hng:

Bt u t lng ham mun tip xc vi khch hng tim nng

Ch khng ch pht sinh t qu trnh tip xc vi khch hng

65

7 cch tm nim
1. T xem mnh l ch
2. T vn thay v bn hng 3. Tr thnh c vn ca khch hng 4. Tin hnh cng vic hon ho
66

7 cch tm nim
5. nh hng tr thnh nh chin lc BH

6. Tr thnh ngi bn hng gii nht

7. Thc hin quy lut vng trong bn hng

67

7 quy lut tm l bn hng

Quy lut nhn qu
Quy lut n b Quy lut tp trung Quy lut v nim tin Quy lut hp dn Quy lut tng phn Quy lut kim sot
68

Quy lut nhn qu

T nh gi v mnh

T hnh dung

C gng sng theo nhng iu tt nht

L tng ho

Bn thch chnh mnh nh th no

Vng thoi mi

T hi lng

Thnh qu tt nht
69

Quy lut n b
Bn lun c khen thng nu:
Lun c tng sng to, lc quan Thc hin cng vic hon ho Kinh nghim xc thc trong cc hot ng
70

Quy lut tp trung

Hiu qu bn hng cui cng. Cch suy ngh
Mong mun tng hiu qu bn hng

K nng v hnh vi chuyn nghip

Nng ng

Li ch
71

Quy lut v nim tin

Nim tin thuyt phc c khch hng
Nim tin loi b suy ngh tiu cc Nim tin kim sot kt qu thc hin
Tin rng bn c th lm c v tr thnh ngi BH gii nht Cui cng bn s l ngi BH gii nht
72

Quy lut hp dn
Cng phc v tt th sn phm, dch v ca
bn cng hp dn khch hng nhiu hn
Lc quan vi chnh bn v sn phm Hot ng tm l tch cc Thu ht thm nhiu khch hng tim nng
73

Quy lut tng phn

Th gii bn ngoi phn nh th gii bn trong ca chng ta

74

Quy lut kim sot

Duy tr v pht trin hot ng bn hng
To cho ta mi trng t th hin Cho cm gic c giao vic quan trng Cho tnh lc quan, khuyn khch tch cc
75

K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng By cng on ca chu trnh bn hng K hoch c nhn
76

7 bc tip cn
1. Tm kim
2. Chun b 3. Tip cn 4. Trnh by 5. X l t chi 6. Kt thc 7. Theo ui
77

7 bc tip cn
1. Tm kim
2. Chun b 3. Tip cn 4. Trnh by 5. X l t chi 6. Kt thc 7. Theo ui
78

Khch hng tim nng

1. C nhu cu v sn phm, dch v
2. C kh nng thanh ton 3. C kh nng tip cn 4. Quyn mua (ai c quyn quyt nh?)
79

Ti sao phi tm kim KH?

Tm kim l bc u tin bn hng

Cp nht danh sch hng ngy

80

Khch hng tim nng nh tin trong ti khon ca cng ty

81

Khch hng tim nng nh dng mu ca mt c th kho mnh

82

Phng php tm kim

Bn b thn hu
Cc chui mt xch

Nhng trung tm nh hng

Cc n v bn sn phm b xung

Quan st
Nin gim v danh sch
83

Phng php tm kim

Th trc tip
Cc chng trnh qung co

Cc hi tho, hi ngh
Hi ch thng mi, trin lm

Gii thiu sn phm

Khch hng
84

Mi khi mt mt khch hng, bn s nh mt thm 250 khch hng tim nng khc na.
85

Phng php tm kim

Mng Internet
M trang Web

Bo ch, truyn hnh, i

Pht qu trc tip ...
86

M.A.N.
Money, Authority & Need
87

Khng nh gi ng khch

hng tim nng ng ngha vi vic lng ph thi gian, doanh s v tin bc.
88

7 bc tip cn
1. Tm kim
2. Chun b 3. Tip cn 4. Trnh by 5. X l t chi 6. Kt thc 7. Theo ui
89

Chun b
Ti sao cn phi chun b trc

Cc loi thng tin cn chun b

Cc k hoch cn chun b

90

Ti sao phi chun b?

c nhng thng tin c th v khch hng
Bit c nhng yu t c th nh hng To thun tin trong giao tip vi khch hng To hnh nh tin cy v u th cnh tranh
91

Cn chun b g?
Chun b tinh thn cho chnh mnh
Thng tin v sn phm/ dch v ca mnh Thng tin v c nhn v cng ty ca KH

Thng tin v ngnh kinh doanh ca KH

Thng tin v i th cnh tranh
92

c tnh v li ch

c tnh l tnh cht ca sn phm ch

khng phi l mt phn ca sn phm

Li ch l nhng g sn phm c th em
li cho khch hng
93

Lin h v c tnh ca sn

phm vi nhu cu ca khch hng

Cng thc F-A-B

94

c tnh v li ch
Dch v c tnh Li ch Khng tin ni qua in thoi Gi nhn thng tin chnh xc Lun gi c tin nhn

Mobi Fone SMS Mobi Card

Lin lc thng sut 24/24 Hp th Tnh bo mt cao Mobi Fone thoi D s dng
95

Thu hiu khch hng

96

Yu t tc ng n mua hng
Lut php
K thut

Thi
K vng

iu kin kinh t
iu kin cnh tranh
97

Khch hng l c nhn

Bit trc i iu v bn b, ngh nghip

Giao tip s tt hn nu 2 pha bit nhau

98

Mt b ci l

khng bng mt t ci tnh

99

Khch hng l cng ty

D kin v hot ng ca cng ty:
Cng ty sn xut hay bn g? Cng ty bn hng n th trng no?

Cc k hoch cho tng lai?

Vn ang phi i mt?
100

Khch hng l cng ty

c tnh mua hng ca cng ty:
Cng ty ang s dng dch v ca ai? Phng thc thanh ton nh th no?

Mc hi lng v nh cung cp?

Ngy kt thc hp ng?
101

K hoch lm vic vi KH
Ti s phi lm vic vi ai?
Nhu cu v quan tm ca khch hng?

Danh sch cc c tnh & li ch lin quan

Chng c no ti c th xut trnh hiu qu?

Dng chng i no c th xy ra?

K thut kt thc no?
102

K hoch lm vic vi KH
Kt qu no ti mun t c?
Xy dng mi quan h Gii thch c c tnh & li ch

K c hp ng
Thc hin cng vic hu mi,
103

Khng chun b l chun b cho tht bi

104

7 bc tip cn
1. Tm kim
2. Chun b 3. Tip cn 4. Trnh by 5. X l t chi 6. Kt thc 7. Theo ui
105

Khng c c hi th hai gy

N TNG BAN U
106

3 bc tip cn
Thm nhp

Hnh thnh quan h

Thu ht s ch
107

Th tn
Phng tin c gi tr km nht
Nn gi ch danh C th ngh ngy, gi hn Tip tc vi mt cuc in thoi
108

in thoi
Khng c hnh nh trc din vi KH
Kh on c phn ng Mc tiu duy nht: Hn gp

109

in thoi
75% khng t mc ch trong ln u tin
67% ct ngang nhng vic quan trng hn 50% s cuc gi l thng tin mt chiu

110

Nghe in thoi
Tr li ngay v xng danh, chc v
Hi tn nu ngi gi khng xng danh Ghi li li nhn mt cch chnh xc ng ngi gi ch i Chuyn ng ngi cn gi
111

Ngi gi gin d
Dnh thi gian cho h x gin
ng nghe xa tai va nghe

Ghi li nhng li phn nn, chi ra

Ni tn, xc nhn s quan trng ca vn

Chuyn cuc gi n ngi c th gii quyt

Ung mt cc nc trc khi lm vic khc
112

 nghe in thoi hiu qu

Dng tt c cc vic khc li
Ni r rng vo ng nghe Lc quan, vui v

113

Ln KH v t chc cuc gi
Lp danh sch cuc gi
Tn a ch in thoi,

Thi gian gi ph hp
Ngy Gi
114

Thi gian gi
K ton vin: trnh 01 n 05 hng thng
Nhn vin ngn hng: trc 10h sau17h Ho hc gia, k s: 13h n 15h Gio s: th Hai n th Su Nh thu xy dng: trc 9h, sau 17h
115

Thi gian gi
Nha s: Trc 10h
Nh thuc, tim tp ho: 13h n 15h i din thng mi, thng gia, qun l ca hng, trng cc b phn: sau 10h30 Lut gia: 11h n 14h
116

Thi gian gi
Y s, phu thut gia: 8h30-10h, sau16h
Gio s v gio vin: 7h n 8h Bin tp vin, nh in: sau 15h Nhn vin n lng: nh, vo bui ti
117

Gi in thoi
Ghi ni dung cn trao i trc khi gi
Cho, gii thiu bn thn, cng ty

Pht biu mc ch cuc gi

Ghi chp trong khi m thoi

X l t chi
Kt thc mt cch tch cc
118

Hp th thoi
Cho, gii thiu bn thn, cng ty
li li nhn chi tit xut thi gian h/ bn gi li Lun a ra cc la chn ni trc tip
119

Ging ni vui v
Lun th hin n ci trong ging ni
Ging ni th hin tnh cch Ging ni th hin s thn thin v nhit tnh Thc hin 6 quy tc vng
120

6 quy tc vng
1. Thay i tc ni, lng nghe, t cu hi
2. Thay i cao ph hp vi ngi nghe

3. Ni thng vo mic, mic cch ming 4 cm

4. Th hin nh ni trc tip vi ngi nghe

5. Truyn t li ch sng to, pht m r rng

6. Ni n gin, trnh thut ng, t lng
121

30 giy quan trng nht

Hnh thnh mi quan h

Thu ht s ch ngay t lc nhp cuc

122

Hnh thnh quan h

Lun c mt ro chn v giao tip
Khng kh phng th cn c ph v Ngi bn hng lm g?
Cng vic ca Bc s Khm - Chn on - K n
123

Hy dnh thi gian

khm ph ra nhu cu v vn ca khch hng
124

Cu hi
Thm d
Thu thp thng tin Kch thch suy ngh

125

Cu hi thm d
Dng xy dng cuc i thoi
C 3 phn:
Pht biu s kin

Quan st
Cu hi dng thm d i thoi
126

Cu hi thu thp thng tin

Tm kim thm thng tin chi tit
Hi s bt tin khi tip tc s dng dch v Thay i ti Tip cn trc tip thng tin c th Kim tra thng tin
127

Cu hi kch thch suy ngh

Dng cu hi m
Dng cu hi nh gi trc tip KH t so snh vi i th cnh tranh Khng p KH th hin sn sng mua
128

129

Phu bn hng
Phu dn cht lng chy theo mun
Phu bn hng l cc cu hi Dn khch hng i n quyt nh mua hng

130

Li cho cao hn mm c
131

7 bc tip cn
1. Tm kim
2. Chun b 3. Tip cn 4. Trnh by 5. X l t chi 6. Kt thc 7. Theo ui
132

Cha nghe th ng ni!

133

Cu trc

M u

Thn bi
Kt lun

134

Trnh by sn phm

135

Khch hng khng mua sn phm, dch v m mua

GII PHP cho VN

ca h
136

Lin h v c tnh ca sn

phm vi nhu cu ca khch hng

Cng thc F-A-B

137

Bi tp phn tch F-A-B

Dch v c tnh Li ch

138

Cc yu t ch khi phn tch

c tnh
Li ch Tnh thun tin ng c c tho mn Phng tin th hin
139

Gii hn cc im chnh
140

a th lon tm
141

Ni di Ni dai Ni di
142

Bit nhiu khng bng bit iu

143

Khi nim phi ngn t

Hu thanh
Ging ni (cht ging, m Phi ngn t lng, cao), ting th di, ku la Ngn t T ni

V thanh
iu b, dng v, trang phc, nt mt, nh mt, di chuyn, mi T vit
144

Sc mnh thng ip
H nh nh 55%

Ging ni 38%

Ngn t 7%
145

Trm nghe khng bng mt thy

146

Gi v minh ho
Vch trc k hoch minh ho
Kim tra vt mu Lit k c tnh v tin ch Khung cnh minh ho
147

10 knh chnh ngn ng c th

1. Nghi thc
Nghi thc l sn chi Ta c th mt im hoc c im

148

10 knh chnh ngn ng c th

2. T th
Ng v pha sau: dng li - n Ngi thng: thn trng - n vng Ng v pha trc: tip tc - n xanh
149

10 knh chnh ngn ng c th

3. Nt mt
C nhng nt r xung: dng li Nt mt v cm: thn trng Cc nt th dn, d chu: tip tc
150

10 knh chnh ngn ng c th

4. nh mt
Nhn lic, trnh nhn, nhn trng trng lu,

nhy mt qu nhiu, co ng t li: dng li

Nhn v cm, nhn i ni khc: thn trng

Nhn ci m lc gp, trong qa trnh m

phn, con ngi m to: tip tc
151

10 knh chnh ngn ng c th

5. Cnh tay
Khoanh tay trc ngc: dng li Tay hai bn, bt ng: cn thn Tay a ra trc nh vng m: tip tc
152

10 knh chnh ngn ng c th

6. Bn tay (khi bt tay)
Lng bn tay p xung, bp tay ngi khc,

tay lnh v t, lm au tay ngi khc, r

nh c n, ca quy: dng li Thiu sinh kh, khng th hi sinh: thn trng Lng bn tay nga ln, bt tay cht, vng chi: tip tc
153

10 knh chnh ngn ng c th

7. Chn v bn chn:
Chn bt cho, bn chn hoc mt c k

nhau, t chn ln bn, chn o l: dng li

Chn bt cho, bn chn t ln nhau: thn

trng
Chn thoi mi, vng vng: tip tc
154

10 knh chnh ngn ng c th

8. Phm vi
Qu gn, xm lc lnh a, ngi tch ra, gh cao hn: dng li Khng tin n, khng th hin qun lc hay phc tng: thn trng

Gi khong cch trn di mt mt, chn v

tr hp tc, gh c cao ngang bng vi

i tc: tip tc
155

10 knh chnh ngn ng c th

9. Du hiu ca h thn kinh
Da i mu, tot m hi, nhp th thay i:

dng li
C mt thong biu hin ca nhng iu

trn: thn trng

Khng c nhng biu hin trn: tip tc
156

10 knh chnh ngn ng c th

10.Cc du hiu tiu cc khc
Gim chn Xa rng Mn m mt th/ vt trn c th Nhy mt nhiu Tay che ming, mt tay lu trong ti

157

7 bc tip cn
1. Tm kim
2. Chun b 3. Tip cn 4. Trnh by 5. X l t chi 6. Kt thc 7. Theo ui
158

Chng i
Lun lun c chng i
ch l cch an ton tr hon quyt nh Kh nht l bn cho khch hng im lng

159

T chi l li mi thuyt phc Hy mong i v cho n chng l nhng tn hiu dn ng

160

T chi khng c ngha l khng. M ngha l cha phi by gi.

161

Chun b
S tay X l t chi:
Ghi tt c cc loi chng i Cch x l, cch khc c th dng

Chun b x l trc khi chng c a ra

162

Mt s kiu chng i
Gi ca cc ng cao qu
Nhn hiu ny l qu Ti bn lm Chng ti c nh cung cp khc Ti cn suy ngh thm
163

Mt s kiu chng i
C dch v tng t vi gi r hn nhiu
Thi hn thanh ton cng qu Ngi cnh tranh ngh vi ti gi r hn Ti khng mua ni Ngn sch ca ti khng c phn chi ny
164

Mt s kiu chng i
Ti khng thch
Ti cha cn Cng ty A bo hnh sn phm tt hn Ti cha bao gi nghe n cng ty ng Dch v ca ng mi qu
165

Mt s kiu chng i
Nhng ch trch i vi dch v ca bn
Ngi BH trc khng li n tng tt Cty B gp rc ri khi s dng dch v ny Dch v ca cng ty A gn y s tin hn Ti mua ca cng ty X v hon ton hi lng
166

Mt s kiu chng i
Ch/ anh K khuyn ti khng nn dng
Ti phi bn li vi ngi hn vn ca ti ti bn li vi v/ chng ti Sang nm ti mi c th mua
167

Phn loi chng i

Thi gian Hu ht mi ngi u mun tr hon vic ra quyt nh mua hng Ngi mua ngh rng s c phng n khc tt hn Ngi mua khng c thng tin v sn phm v cng ty Ngi mua so snh hay gy p lc bng cnh tranh
168

Gi c

Ngun

Cnh tranh

Chin thut X l t chi

S dng kin thc:
Sn phm Cng ty i th cnh tranh.

Chun b tt cc k nng X l t chi

169

Pht l chng i

Chng i khng c c s bn c th pht l

u tin tha nhn chng i v sau l i

170

T chi gin tip

Trc tin lp li li chng i ca KH
Khng ni thng vi KH rng h sai ng h quan im KH, trnh cng thng Ch ng iu chnh chng i v gi tr
171

Phng php bi hon

Phng php Vng, nhng
Chng i ch ng mt phn

ngi BH c th ch ra yu t bi hon.
Trnh tranh ci trc tip

Trc tin ng vi KH
Kho lo a ra l do hp l mua hng
172

Li ch bi hon a ra cn
Ti thiu bng vi lun c chng i
Cng hp dn cng tt p ng nhu cu c bit ca khch hng Li ch c quyn nu c th
173

Phng php Bommerang

Nm ly chng i ca khch hng v chuyn thnh l do mua hng V d:

KH: Cht lng sng ca Mobi Fone km hn so vi VinaPhone.

174

Phng php Bommerang

ngi BH: Chng ti a vo s dng dch
v chuyn vng gia hai mng t 15/11 nn sng khng cn l vn na. Ngoi ra Mobi Fone thng xuyn c cc chng trnh khuyn mi c li cho khch hng. Hin nay ang c chng trnh khuyn mi...
175

n u
Ngn nga chng i trc khi xut hin
Vi cc chng i lp i lp li Hm cha cu tr li trong phn gii thiu Chng i ph bin mi c n u.
176

Xoay i ch
Chng i khng lin quan n nhu cu
Phi nm ly tin m KH a ra Bin i KH nhn s vic gc khc

177

7 bc tip cn
1. Tm kim
2. Chun b 3. Tip cn 4. Trnh by 5. X l t chi 6. Kt thc 7. Theo ui
178

K thut kt thc
Kt thc
Mt cu hi Tuyn b

Hnh ng
m bo KH quyt nh mua

Ti sao kt thc?
KH c th min cng mua sn phm Vi tng tiu cc c th gy tr ngi
179

Ti sao ngi BH khng kt thc

ngi bn hng s b t chi.

S t chi l c nh vo t i ca ngi BH

KH t chi v nghi ngi dch v ch khng phi v bn thn ngi BH

180

Hc n, hc ni, hc gi, hc m
181

Khi no nn kt thc?
Ch khi khch hng thy hng th
KH ng vi gi tr ca cc li ch Khi KH ng trong cch tr li chng i Khi c mt khong thi gian im lng
182

Khi no nn kt thc?
Khi KH c nhng c ch th hin quan tm
Xem k mu sn phm

Ly bt ra v tnh ton
Gt u Xoa cm V mt thn thin
183

Kt thc bng cu hi
Kt thc th, cu hi m:
ng c g khc cn hi?

Chng ta tin hnh hp tc nh th no?

ng cho bit kin ca ng?

Cu hi dn ng:
Cn l do no ngoi gi ngn ng mua hng?
184

Kt thc trc tip

Yu cu trc tip n t hng
Cho ti xin ch k cho hp ng?

Kt thc tm lc
Gii thiu tm tt nhng li ch chnh

185

Kt thc vng/ c lin tc

Lm cho KH c thi quen ni: Vng/ c

Hi mt chui chc chn c tr li: Vng/ c

Cu hi cui cng l n t hng

186

Kt thc la chn ci no

Chng ti giao hng vo th 2 hay th 3?

Chng ti s cung cp bnh hoa trc hay c

chu hoa na?

187

Kt thc ch c mt dp
a ra li ch

Khuyn khch khch hng hnh ng ngay

188

Kt thc khch l c bit

Cho hng c bit
C mt s u tin c bit cho KH mi:
Giao hng tn ni min ph Chit khu cao Tr chm
189

Cc kiu kt thc khc

Cho rng khch hng sn sng mua
X s nh khch hng s mua khch hng quyt nh tng im nh c thc khch hng kt thc Kt thc nhng b
190

Cc kiu kt thc khc

Kt thc theo hnh thc cu chuyn
S dng tn tui ca cc khch hng khc Tm lc cc u im Hi Ti sao khng... Ghi nhiu bn thng
191

Khi no nn ri vn phng KH
Ri cng sm cng tt
li lu s tng nghi ng v cc cu hi

khng d kin

Tuy nhin khng nn ri qu sm

Hy hon thnh phng thc bn hng: n hng, thi gian v phng thc giao hng, thanh ton, dch v,
192

7 bc tip cn
1. Tm kim
2. Chun b 3. Tip cn 4. Trnh by 5. X l t chi 6. Kt thc 7. Theo ui
193

Theo ui
Hai nhim v sau khi kt thc thng v:
Hnh ng Theo ui

194

Hnh ng
Th cm n t thi nh gi cao KH
Khch l s c gng ca khch hng Mn qu nh th hin s quan tm Thip chc mng sinh nht Hoa hng cho gii thiu khch
195

Hnh ng
S lin lc thng xuyn
Cch qung co r tin nht Mng li khch hng Nghin cu khch hng Thng tin v i th cnh tranh
196

Theo ui
Kim tra kt qu giao nhn: thi gian,...
Quan tm n vic kinh doanh ca KH Gp gip tng kh nng kinh doanh Gip m rng kinh doanh ca khch hng
197

Phn tch sau cuc gp

Ti c lin h ng ngi khng?
Nu khng, ti sao?

Ti c t kt qa ti mun?
Nu khng, ti sao?

Cch tip cn ca ti c hu hiu?

C xc nh ng nhu cu & vn ca KH? Nu khng, nhng thng tin khc no ti cn xc nh ng?
198

Phn tch sau cuc gp

Phn gii thiu c hiu qu khng?
Ti c gii thch c li ch, tin li,...?

Ti c cung cp chng c?

Ti c lng nghe hiu qu khng?

C chng i no m ti khng th x l?
Nu c, ln sau ti phi lm g?
199

Phn tch sau cuc gp

Ti c kt thc ng lc?
Cch kt thc c hiu qu khng? Ti sao?

Cn lm g tip t mc tiu bn hng?

200

K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng By cng on ca chu trnh bn hng K hoch c nhn
201

Khng bit i u th chng bao gi n ni

202

Mc tiu bn hng
Bn c hng
Bn chng loi Tng gi tr n hng Thu hi cng n Nm bt thng tin th trng
203

Mt mc tiu khng c k hoch l mt gic

m khng bao gi tr thnh hin thc.

204

Ti sao phi c k hoch

Lp k hoch tng bc t mc tiu
thc tt hn trong vic s dng thi gian Ghi chp vic lm s dng thi gian tt

o lng tin trnh thc hin t mc tiu

iu chnh cc hot ng ca mnh
205

Ni dung k hoch hng ngy

Nhng vic phi lm
Cc cuc giao hng Cc cuc hn Cc cuc lin h khch hng tim nng

Theo st cc hot ng hin ti Cc ngun kinh doanh mi Cc ngun kinh doanh trong tng lai
206

Cc yu cu
Thc hin k hoch hng ngy
Vit ra k hoch ca mnh Cn c s la chn (ngun khch hng) Quyt tm thc hin k hoch ra
207

Cc ngun KH tim nng

Cc ngun theo di tip:
Cc khch hng cn lin h ngay

Cc ngun mi:
Ngun khch hng tim nng ang pht trin

Cc ngun tng lai:

Cc ngun KH tim nng cn pht trin
208

Pht trin k hoch

KH tim nng 1. 2. K hoch hnh ng Kt qu Hot ng tip theo

3.
4.
209

Thnh
cng
100%

Mc
tiu
100%

Phng
php
0%

210

K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng By cng on ca chu trnh bn hng K hoch c nhn
211