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K nng bn hng hiu qu

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K nng bn hng hiu qu

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1.K nngBn hngTm Vit Group 12. Mt sn phm tt nht trn th gii skhng c s dng... Cho n khin c bn!2 3. 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 4. Suy cho cng mingi u sng bngcch bn mt ci g R.L.Stevenson 4 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 nhn5 6. 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 nhn6 7. Cc khi nim c bnNgh bn hngBn hngKhch hng 7 8. 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 sinh8 9. 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 10. 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 11. Ngi bn hng gii nht l ngi bitlng nghe tt nht 11 12. Hiu sut nghe?25 - 30%12 13. Chu trnh lng nghe Tp trungPht trinTham d Mong munthu hiu Thng Hi pHiuGhi nh13 14. Lng nghe l hng bin nhtNh Nhn Nht Vng TmLun lun lng nghe, lun lun thu hiu 14 15. Th no l mua hng?Mua hng l qu trnh khch hngra quyt nh i mt s tin nht nhly mt sn phm hoc dch v no tho mn nhu cu ca mnh15 16. Khch hng mua g?Gii phpCm gic 16 17. 17 18. Th no l bn hng?L qu trnh ngi bn hngt vn, h tr, hng dn khch hngpht trin v hon thnh quyt nhmua hng ca h18 19. Bn hng L qu trnh trao i Tm hiu v tho mn nhu cu Xy dng quan h lu di cng c li19 20. M hnh bn hng kiu c10%Giao tip20%nh gi30%Trnh by40% Kt thc20 21. M hnh bn hng kiu mi40%Xy dng lng tin30%Xc nh nhu cu20%Trnh by gii php10% Xc nhn v kt thc 21 22. BnBnTTBnBan 22 23. 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 bia23 24. Bn hng kiu c Khng c chin lc lu di: Phong cch tiu thng i u trc tip vi i th: Phong cch Pluto24 25. Bn hng t vn Tip cn: Khch hng l thng nh: Hng dn, tr gip Phng php: Lun lun khai thc 25 26. 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 di26 27. So snh hai phng phpBn hng kiu cBn hng t vnNgi BH gii l gii th Ngi BH gii l hiu biton, mnh kho 27 28. So snh hai phng phpBn hng kiu cBn hng t vnBn hng l mt cuc chy Bn hng l cung cpua tr tu mt gii phpBn hng l thuyt phc Bn hng l h trNgi BH gii phi bnBn hng l s h tr rabng c sn phmquyt nhKhch hng l i th,KH l i tc mun tinlun ni ditng ngi BH 28 29. So snh hai phng phpBn hng kiu cBn hng t vnKt thc thng v l Tip tc pht trin cc thngmc tiu s mt v sau l mc tiu s mtHiu qu tc thi nHiu qu lu di, lp i lp lingayPhong cch na viPhong cch chuyn nghip 29 30. Bn hng l ngh thut thuytphc ngi khc lm mt vic m bn khng c quyn btngi ta lm vic 30 31. Khch hngl Thng 31 32. Thng ? Thnh tm (nh khi ng trc ban th/ cy thnh gi) Nh nhm (nh khi va mi khn vi/ cu nguyn xong)32 33. Tm quan trng ca khch hngGy raSc mua ca khch hng S cnh tranh Quyn la chn Dn n 33 34. 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 tranh34 35. Khch hng l "ng ch" duy nhttr lng; sa thi nhn vin, k cgim c; thm ch gii th cng ty bng cch tiu tin ch khc.Gim c ch l ngi thc thimnh lnh ca khch hng.35 36. Khch hng l ai? Ngi Ngi quytthnh hng Ngis dng 36 37. 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 cmC ngha l cn Khch hng 37 38. Cng ty nh hng ni b CEO CEO Qun tr vin Qun tr vin Gim st vin Gim st vin Nhn vin trc tip Nhn vin trc tip Khch hng Khch hng 38 39. 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 40. 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 hn40 41. 41CEO/ Qu tr vin cao cpCEO/ Qu tr vin cao cpQun tr vin/ Gim st vinQun tr vin/ Gim st vin Nhn vin trc tip Nhn vin trc tipKhch hngKhch hngCng ty nh hng KH 42. 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 thut42 43. 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 44. Lut bn hng iu 1:Khch hng lun lun ng iu 2:Nu c ngh khc, hy xem li iu 144 45. 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 nhn45 46. 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 47. 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 48. Yu cu i vi ngi BH Hnh thc ph hp Hiu tm l khch hng Thi ho nh, lch s Nhanh nhn Bn c hng48 49. Nguyn nhn tht bi Thiu tnh sng to55% K hoch, t chc ti39% Thiu hiu bit v sn phm37% Thiu nhit tnh 31% Thiu quan tm khch hng30%49 50. Nguyn nhn tht bi Thiu o to bi bn 23% Thiu mc tiu c nhn r rng20% Thiu hiu bit th trng19% Thiu kin thc v cng ty mnh 16% Thiu kim sot cht ch9% 50 51. Tam gic yu cu - A.S.K. )de Kuttitn(A ng ASK (Sk iil Th ls) Kin thc (Knowledge) 51 52. 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 trng52 53. c tnh hng u ca ngibn hng l thi tt, ri min kinh nghim, trnh , o to ri din mo.Cc tiu chun sau u c th nng cao nu c thi ttMcDonal53 54. 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 nghip54 55. Mun tr thnh nhchuyn nghip trctin trng phi ging chuyn nghip 55 56. 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 thit56 57. Ta cn thnghaycng thnh cng? 57 58. Vn Hp tcKhch hngChng ta 58 59. Ly nhn ngha thng hung tnem ch nhn thay cng boNguyn Tri59 60. 60 61. 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 qu61 62. 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 kho62 63. 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 dng63 64. Khng bit ci,ng bn hng. 64 65. Thnh cng trong bn hng:Bt u t lng ham mun tipxc vi khch hng tim nngCh khng ch pht sinh tqu trnh tip xc vi khch hng65 66. 7 cch tm nim1. T xem mnh l ch2. T vn thay v bn hng3. Tr thnh c vn ca khch hng4. Tin hnh cng vic hon ho 66 67. 7 cch tm nim5. nh hng tr thnh nh chin lc BH6. Tr thnh ngi bn hng gii nht7. Thc hin quy lut vng trong bn hng 67 68. 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 sot68 69. Quy lut nhn quT nh gi v mnh C g ng sng theoT hnh dung nhng iu tt nht Bn thch chnhL tng ho mnh nh th no T hi lng Vng tho i miThnh qu tt nht69 70. 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 71. Quy lut tp trung Hiu qu bnhng cui cng. K nngv hnh viCch suy nghchuyn nghipMong mun tng hiu qu bn hngNng ng Li ch71 72. Quy lut v nim tinNim tin thuyt phc c khch hngNim tin loi b suy ngh tiu ccNim tin kim sot kt qu thc hinTin rng bn c thCui cng bnlm c v tr thnhs l ngi BHngi BH gii nht72 73. Quy lut hp dnCng phc v tt th sn phm, dch v cabn 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 74. Quy lut tng phnTh gii bn ngoi phn nh th gii bn trong ca chng ta74 75. 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 76. 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 77. 7 bc tip cn1. Tm kim2. Chun b3. Tip cn4. Trnh by5. X l t chi6. Kt thc7. Theo ui 77 78. 7 bc tip cn1. Tm kim2. Chun b3. Tip cn4. Trnh by5. X l t chi6. Kt thc7. Theo ui 78 79. Khch hng tim nng1. C nhu cu v sn phm, dch v2. C kh nng thanh ton3. C kh nng tip cn4. Quyn mua (ai c quyn quyt nh?) 79 80. Ti sao phi tm kim KH? Tm kim l bc u tin bn hngCp nht danh sch hng ngy 80 81. Khch hng timnng nh tin trong ti khon ca cng ty 81 82. Khch hng timnng nh dngmu ca mt c thkho mnh 82 83. 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 sch83 84. 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 85. Mi khi mt mt khch hng, bn s nh mt thm 250khch hng tim nng khc na. 85 86. Phng php tm kim Mng Internet M trang Web Bo ch, truyn hnh, i Pht qu trc tip ...86 87. M.A.N.Money, Authority & Need87 88. Khng nh gi ng khchhng tim nng ng nghavi vic lng ph thi gian, doanh s v tin bc. 88 89. 7 bc tip cn1. Tm kim2. Chun b3. Tip cn4. Trnh by5. X l t chi6. Kt thc7. Theo ui 89 90. Chun b Ti sao cn phi chun b trc Cc loi thng tin cn chun b Cc k hoch cn chun b90 91. 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 tranh91 92. 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 tranh92 93. c tnh v li ch c tnh l tnh cht ca sn phm chkhng phi l mt phn ca sn phm Li ch l nhng g sn phm c th emli cho khch hng 93 94. Lin h v c tnh ca snphm vi nhu cu ca khch hngCng thc F-A-B94 95. c tnh v li ch Dch v c tnh Li chKhng tin ni qua in thoiMobi Fone Gi nhn thng tin chnh xcSMSMobi Card Lun gi c tin nhnLin lc thng sut 24/24Hp th Tnh bo mt caoMobi Fonethoi D s dng 95 96. Thu hiukhch hng 96 97. Yu t tc ng n mua hng Lut php K thut Thi K vng iu kin kinh t iu kin cnh tranh 97 98. Khch hng l c nhn Bit trc i iu v bn b, ngh nghip Giao tip s tt hn nu 2 pha bit nhau98 99. Mt b ci lkhng bng mt t ci tnh 99 100. 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? 100 101. Khch hng l cng tyc 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?101 102. 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?102 103. 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,103 104. Khng chun b lchun b cho tht bi 104 105. 7 bc tip cn1. Tm kim2. Chun b3. Tip cn4. Trnh by5. X l t chi6. Kt thc7. Theo ui 105 106. Khng c c hi th hai gyN TNG BAN U106 107. 3 bc tip cn Thm nhp Hnh thnh quan h Thu ht s ch 107 108. 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 thoi108 109. in thoiKhng c hnh nh trc din vi KHKh on c phn ngMc tiu duy nht: Hn gp 109 110. 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 chiu110 111. 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 111 112. 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 khc112 113. nghe in thoi hiu qu Dng tt c cc vic khc li Ni r rng vo ng nghe Lc quan, vui v113 114. Ln KH v t chc cuc gi Lp danh sch cuc gi Tn a ch in thoi, Thi gian gi ph hp Ngy Gi 114 115. Thi gian giK ton vin: trnh 01 n 05 hng thngNhn vin ngn hng: trc 10h sau17hHo hc gia, k s: 13h n 15hGio s: th Hai n th SuNh thu xy dng: trc 9h, sau 17h 115 116. Thi gian gi Nha s: Trc 10h Nh thuc, tim tp ho: 13h n 15h i din thng mi, thng gia, qun lca hng, trng cc b phn: sau 10h30 Lut gia: 11h n 14h 116 117. 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 ti117 118. 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 118 119. 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 119 120. 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 120 121. 6 quy tc vng1.Thay i tc ni, lng nghe, t cu hi2.Thay i cao ph hp vi ngi nghe3.Ni thng vo mic, mic cch ming 4 cm4.Th hin nh ni trc tip vi ngi nghe5.Truyn t li ch sng to, pht m rrng 121 122. 30 giy quan trng nht Hnh thnh mi quan h Thu ht s ch ngay t lc nhp cuc122 123. 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 n123 124. Hy dnh thi gian khm ph ra nhu cu vvn ca khch hng124 125. Cu hi Thm d Thu thp thng tin Kch thch suy ngh125 126. 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 thoi126 127. 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 127 128. 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 mua128 129. 129 130. 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 130 131. Li chocao hn mm c 131 132. 7 bc tip cn1. Tm kim2. Chun b3. Tip cn4. Trnh by5. X l t chi6. Kt thc7. Theo ui 132 133. Cha ngheth ng ni!133 134. Cu trcM uThn biKt lun134 135. Trnh by sn phm135 136. Khch hng khng mua snphm, dch v m muaGII PHP cho VN ca h 136 137. Lin h v c tnh ca snphm vi nhu cu ca khch hngCng thc F-A-B137 138. Bi tp phn tch F-A-BDch vc tnhLi ch 138 139. Cc yu t ch khi phn tch c tnh Li ch Tnh thun tin ng c c tho mn Phng tin th hin139 140. Gii hncc im chnh 140 141. a th lon tm141 142. Ni diNi daiNi di 142 143. Bit nhiukhng bng bit iu 143 144. Khi nim phi ngn t Hu thanh V thanhGing ni (cht iu b, dngging, m v, trang phc,Phi ngn t lng, nt mt, nhcao), tingmt, di chuyn,th di, ku la mi Ngn t T ni T vit 144 145. Sc mnh thng ipH nh nh55%Ging ni38%Ngn t 7%145 146. Trm nghe khngbng mt thy146 147. 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 147 148. 10 knh chnh ngn ng c th1. Nghi thc Nghi thc l sn chi Ta c th mt im hoc c im 148 149. 10 knh chnh ngn ng c th2. T th Ng v pha sau: dng li - n Ngi thng: thn trng - n vng Ng v pha trc: tip tc - n xanh 149 150. 10 knh chnh ngn ng c th3. Nt mt C nhng nt r xung: dng li Nt mt v cm: thn trng Cc nt th dn, d chu: tip tc150 151. 10 knh chnh ngn ng c th4. 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 151 152. 10 knh chnh ngn ng c th5. Cnh tay Khoanh tay trc ngc: dng li Tay hai bn, bt ng: cn thn Tay a ra trc nh vng m: tip tc 152 153. 10 knh chnh ngn ng c th6. 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 153 154. 10 knh chnh ngn ng c th7. Chn v bn chn: Chn bt cho, bn chn hoc mt c knhau, t chn ln bn, chn o l: dng li Chn bt cho, bn chn t ln nhau: thntrng Chn thoi mi, vng vng: tip tc 154 155. 10 knh chnh ngn ng c th8. 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 155 156. 10 knh chnh ngn ng c th9. 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 tc156 157. 10 knh chnh ngn ng c th10.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 157 158. 7 bc tip cn1. Tm kim2. Chun b3. Tip cn4. Trnh by5. X l t chi6. Kt thc7. Theo ui 158 159. Chng i Lun lun c chng i ch l cch an ton tr hon quyt nh Kh nht l bn cho khch hng im lng159 160. T chi l li mi thuyt phcHy mong i v cho n chng l nhng tn hiu dn ng160 161. T chi khng c ngha l khng. M ngha lcha phi by gi. 161 162. 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 ra162 163. 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 thm163 164. 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 ny164 165. 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 qu165 166. 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 lng166 167. 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 167 168. Phn loi chng iHu ht mi ngi u mun tr honThi gianvic ra quyt nh mua hngNgi mua ngh rng s c phng nGi ckhc tt hnNgi mua khng c thng tin vNgunsn phm v cng tyNgi mua so snh hay gy p lcCnh tranhbng cnh tranh 168 169. 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 chi169 170. Pht l chng i Chng i khng c c s bn c th phtl u tin tha nhn chng i v sau l i 170 171. 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 171 172. Phng php bi honPhng php Vng, nhngChng i ch ng mt phnngi BH c th ch ra yu t bi hon.Trnh tranh ci trc tipTrc tin ng vi KHKho lo a ra l do hp l mua hng172 173. 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 173 174. Phng php Bommerang Nm ly chng i ca khch hng vchuyn thnh l do mua hng V d:KH: Cht lng sng ca Mobi Fone km hn so vi VinaPhone. 174 175. Phng php Bommerangngi 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...175 176. 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. 176 177. 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 177 178. 7 bc tip cn1. Tm kim2. Chun b3. Tip cn4. Trnh by5. X l t chi6. Kt thc7. Theo ui 178 179. K thut kt thcKt thc Mt cu hi Tuyn b Hnh ng m bo KH quyt nh muaTi sao kt thc? KH c th min cng mua sn phm Vi tng tiu cc c th gy tr ngi 179 180. 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 khngphi v bn thn ngi BH180 181. Hc n, hc ni,hc gi, hc m 181 182. 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 lng182 183. 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 183 184. 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?184 185. 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 185 186. 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 hng186 187. Kt thc la chn ci no Chng ti giao hng vo th 2 hay th 3? Chng ti s cung cp bnh hoa trc hayc chu hoa na?187 188. Kt thc ch c mt dp a ra li ch Khuyn khch khch hng hnh ng ngay188 189. 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 189 190. 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 b190 191. 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 191 192. Khi no nn ri vn phng KH Ri cng sm cng tt li lu s tng nghi ng v cc cu hikhng d kin Tuy nhin khng nn ri qu sm Hy hon thnh phng thc bn hng: nhng, thi gian v phng thc giao hng,thanh ton, dch v,192 193. 7 bc tip cn1. Tm kim2. Chun b3. Tip cn4. Trnh by5. X l t chi6. Kt thc7. Theo ui 193 194. Theo ui Hai nhim v sau khi kt thc thng v: Hnh ng Theo ui 194 195. 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 khch195 196. 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 tranh196 197. 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 197 198. 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 cnxc nh ng? 198 199. 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?199 200. 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?200 201. 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 nhn201 202. Khng bit i u th chngbao gi n ni202 203. 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 203 204. Mt mc tiu khng c k hoch l mt gicm khng bao gi tr thnh hin thc.204 205. 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 mnh205 206. 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 206 207. 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 207 208. 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 trin208 209. Pht trin k hoch KH tim K hochHot ng Kt qunng hnh ngtip theo1.2.3.4. 209 210. Thnh McPhngcng= tiu +php 100% 100%0% 210 211. 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 nhn211