K Năng Bán Hàng

K nng
Bn hng
Tm Vit Group
Lm Tm ngi Vit sng hn Nng Tm ngi Vit cao hn
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
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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%
Giao tip
nh gi
30% 40%
Trnh by Kt thc
20
M hnh bn hng kiu mi
40%
Xy dng lng tin
30% 20%
10%
Xc nh nhu cu Trnh by gii php

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
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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
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 55%
K hoch, t chc ti
Thiu hiu bit v sn phm Thiu nhit tnh Thiu quan tm khch hng
39%
37% 31% 30%
49
Nguyn nhn tht bi

Thiu o to bi bn 23%
Thiu mc tiu c nhn r rng

Thiu hiu bit th trng Thiu kin thc v cng ty mnh Thiu kim sot cht ch
20%
19% 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 ha
Bn thch 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
142
Bit nhiu khng bng bit iu
143
Khi nim phi ngn t

Hu thanh V thanh
Ging ni (cht ging, m Phi ngn t lng, cao), ting th di, ku la Ngn t T ni
iu b, dng v, trang phc, nt mt, nh mt, di chuyn, mi T vit

144
Sc mnh thng ip
Hnh 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

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

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

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

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

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

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

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.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
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%
0%
Phng
php
0% 100%
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K nng bn hng
K hoch c nhn
211

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K nng

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

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Suy cho cng mi ngi u sng bng

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Kim tin nhanh chng C nhiu k xo

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