Marketing skills?

This article is transferred from qq space. It is said that because it is too powerful, it is generally a secret that dare not be disclosed. If you like sales, then you must read it!

With the improvement of social commercialization, the sense of sales has extended to every corner of social life.

Not only do business people need to know how to sell products and gain customers' approval, but everyone needs to cultivate their sales ability. Imagine if office workers don't know how to sell their ideas, how can they get the boss's approval? If doctors don't know how to sell their expertise, how can they win the trust of patients? If teachers don't know how to sell knowledge, will students follow suit?

Next, I want to give you a word:

"within 8 hours, we seek survival; Eight hours away, we seek development and victory in other people's rest time. "

What are you selling in the sales process? ※? Answer: myself.

1. Joe, the number one car seller in the world? Gillard said: "I am not selling my Chevrolet, I am selling myself";

Second, sell yourself before selling any products;

Third, there is an important bridge between products and customers; Sales staff themselves;

4. In the face-to-face sales process, if the customer doesn't accept you, will he still give you the opportunity to introduce the product?

No matter what you tell your customers, your company is first-class, your products are first-class, and your service is first-class, but if your customers look at you like a fifth-rate person and listen to what you say more like a layman, then, generally speaking, customers will not want to talk to you at all. Will you do well?

6. Make yourself look like a good product.

Face to face

Dress for success, dress for victory.

◎ Salespeople's investment in image is the most important investment for salespeople.

What is sold in the sales process? ※? Answer: concept

Values are important or unimportant needs of customers.

Reading-belief, the fact that customers think.

1. Is it easier to sell what you want or what customers want to buy?

Second, is it easier to change customers' ideas or to cooperate with customers' ideas? 、

Third, so, before you sell your products to customers, try to understand their ideas before you cooperate with them.

4. If the customer's purchase concept conflicts with the concept of the products or services we sell, then change the customer's concept first, and then sell.

commemorate

It is the customer who pays for what he wants to buy, not you;

Our job is to help customers buy what they think is most suitable.

What do you buy in the process of buying and selling? ※? Answer: Feeling.

First, whether people buy something or not is usually dominated by a decisive force, that is, feeling;

Second, feeling is an invisible and intangible key factor that affects people's behavior;

Third, it is a synthesis of interaction between people and between people and environment.

If you see a high-end suit with good price, style and fabric, you will be satisfied. But the salesman doesn't respect you when he talks to you, which makes you feel very uncomfortable. Will you buy it? If there was the same suit in the stall next to the butcher in the vegetable market, would you buy it? No, because your feelings are wrong;

5. Enterprises, products, people, environment, language, intonation and body movements will all affect customers' feelings.

Create a good feeling for customers in the whole sales process, then you will find the "key" to open customers' wallets.

In your opinion, how can we create a good feeling of the whole process of meeting customers?

What is sold in the course of business? ※? Answer: benefits

The advantage is that it can bring happiness and benefits to the other party and help him reduce or avoid any trouble and pain.

First, the customer will never buy because of the product itself, but the customer buys the benefits that can be brought to him through this product or service;

Second, third-rate salespeople sell products (ingredients), while first-class salespeople sell results (benefits);

Third, for customers, customers will only buy products if they understand what benefits they will bring and avoid any trouble.

Therefore, first-class salespeople will not pay attention to how much benefits they can get, but to how much benefits customers will get. When customers get tangible benefits from our products or services, customers will put money in our pockets and say thank you to us.

What do customers think in the face-to-face sales process? ※?

Answer: six eternal questions in the customer's mind when selling face to face?

1. Who are you?

Second, what do you want to talk to me about?

What's good for me from what you said?

How to prove that you are telling the truth?

5. Why should I buy it from you?

6. Why should I buy it from you now?

The customer may not ask these six questions, but he will think so subconsciously. For example, the moment a customer sees you, his feeling is: I've never seen this man before. Why did he come to me with a smile? His subconscious is thinking, who is this person? When you walked up to him and opened your mouth to talk, he thought, what do you want to tell me? As soon as you talk, he thinks, what's wrong with me? If it is not good for him, he doesn't want to listen, because everyone's time is limited, and he will choose to do what is good for him. When he thinks your product is really good for him, he will think, did you lie to me? How to prove that you are telling the truth? When you can prove that the benefits are real, he will definitely think, this product is really good, is there any better one elsewhere, or will others sell it cheaper? When you can give him enough information to let him know that buying from you is the most cost-effective, he will definitely think, can I buy it tomorrow and next month? Can I buy it next year? Therefore, you must give him enough reasons to let him know the benefits of buying now and the losses of not buying now.

Therefore, before visiting your customers, you should treat yourself as a customer, ask these questions, then answer these questions, design the answers and give enough reasons, and customers will buy what they think is best and most suitable for you.

Introduce how to compare products with competitors after sale. ※

First of all, don't belittle your opponent.

1, if you belittle your opponent, there may be some connection between the customer and the opponent. For example, his friend is using his opponent's products now, or he thinks his opponent's products are good. If you belittle him, it shows that he has no vision and is making mistakes, and he will immediately resent it.

Don't belittle your competitors casually, especially when their market share or sales are good, because if they really can't do it well, how can they become your competitors? Your unrealistic demeaning of your competitors will only make customers feel that you are not trustworthy.

3. When it comes to opponents, say that others are not good, and customers will think that you are guilty or have quality problems.

Second, make an objective comparison between your three strengths and your opponent's three weaknesses.

As the saying goes, every commodity has its own advantages and disadvantages. When introducing products, we should compare our three advantages with each other's three disadvantages. Even if the products of the same grade are objectively compared by you, the level will immediately appear.

Third, USP's unique selling point.

Unique selling point is our unique advantage, but our competitors don't. Just as everyone has a unique personality, any product will have its own unique selling point. Highlighting and emphasizing the importance of these unique selling points when introducing products can increase the chances of successful sales.

Although the service is after the transaction, it is related to the success of the next transaction and recommendation. So, how can we make our after-sales service satisfy our customers? ※?

Answer: Your service can impress customers.

Service = care is service.

Some people may say that the concern of salespeople is false and purposeful. If he is willing to care about you all his life, will you?

First of all, three services that impress customers:

1, take the initiative to help customers expand their careers: no one wants to be promoted, and no one refuses others to help him expand his career.

2. Really care about customers and customers' families: No one wants to be promoted, and few people refuse others to care about him and his family.

3. Do services unrelated to products: If your services are related to your products, customers will think it is appropriate. If your service has nothing to do with your product, then he will think that you really care about him, and it is easier for him to be moved, and moving customers is the most effective.

Second, the three levels of service:

1. Services within the scope of responsibilities: You and your company have done everything they should, and customers feel that you and your company are OK.

2. Edge service (optional service): You have done it, and customers feel that you and your company are very good.

3. Services unrelated to sales: You have done it, and customers think that you and your company are not only partners in the mall, but also customers regard you as friends. This kind of human relationship can't be snatched away by competitors. Is this the result you want?

Third, the important belief of service:

1. I am a server, and my service quality is directly proportional to my quality of life and personal achievements.

If you don't care about and serve your customers well, your competitors will do it for you.

Four. Conclusion:

A map, no matter how detailed and accurate, can't move half a step on the ground with its owner. ...

The laws of a country, no matter how fair, can never prevent evil from happening. ...

Any treasure book, even if I have five forests in my hand, will never create wealth. Only actions can make maps, laws, treasures, dreams, plans and goals meaningful!

The curve of buying emotion-buying signal

Telemarketing (2)

According to statistics, 80% of marketing companies and 80% of salespeople spend 80% of their time on telemarketing every day, but only 20% of them have access to telephone masters.

flow chart

Make an appointment → make frequent investigations → find customers → serve old customers → have clear goals and feelings for customers → feel that I don't have time to give customers → help my phone to customers → have any objections to my phone → have solutions and backup plans → how do I explain how to serve? Customers will buy my bill → recommend it.

Preparations for making a phone call

1. Emotional preparation (peak state)

2. Image preparation (smiling in the mirror)

3. Sound preparation: (clear/beautiful/standard)

4. Tool preparation: (black, blue and red pens; 14 Open the notebook/blank paper/pencil; Fax, post-it notes, calculator)

Successful sales begin with small details. Looking at the way we work from customer details, repeating simple things is the key to successful sales.

B: Five details and main points of making a phone call:

1. Listen with your ears and listen to the details; Speak, communicate and repeat with your mouth; Take handwritten notes and remember the main points (record the time and date of the call)

2. Concentrate on making phone calls, make similar calls at the same time, make important calls at the appointed time, and make correspondence calls for no more than 8 minutes.

It is a persuasion to stand up and make a phone call. Participate in subconscious learning with body movements.

4. Listen carefully: Focus on the current call (get feedback, suggestions and complaints).

Don't interrupt the customer, respond sincerely, enthusiastically and positively.

C: Three principles of telemarketing: loudness, excitement and perseverance.

D: the core concept of marketing:

Love yourself, love the company and love the products.

1. Every call is rich.

The telephone is the public relations image spokesperson of our company.

If you want to make a good call, you must first have strong self-confidence.

Praise the customer before making a good phone call. Telephone communication is a mirror of yourself.

Telemarketing is a kind of confidence transmission and emotional transfer. Will it infect each other?

Telemarketing is a psychological game, with clear voice, good intentions and strong opinions, and the frequency is moderate according to the other party.

7. No one will refuse me. The so-called refusal is just that he doesn't know enough, or my phone time or attitude can be better.

8. The other person on the phone is my friend. I called him because I helped him grow and make his business profitable.

9. The quality of advertising depends on the quality of business telephone answering and communication. The value of all telephones is ten to one.

10. Introduce the product and shape its value: express it with data, people, time, storytelling and sensibility to prove the value of the product.

E: Eight ways to establish affinity on the phone:

1. Praise rule

2. Language and text synchronization

Repeat what the customer said.

Use the customer's mantra

5. Emotional Synchronization and Belief Synchronization: Integrated Architecture Development: I agree with you and change all "buts" into "simultaneous".

6. Synchronization of intonation and speech speed: According to visual, auditory and sensory types, communicate with each other by using their representation system.

7. Synchronization of physiological state (mirror reaction of breathing, expression, posture and action)

8.humor

F: Reservation telephone number:

Benefits to customers

(2) Clear time and place

(3) Who will attend?

(4) Don't talk about details.

Design our speech with six questions:

Everyone should have two sets of perfect self-introductions. ※

Every company should have its own set of special CRBT. ※

1. Who am I?

2. What should I say to the customer?

3. What's the benefit of what I said to customers?

Can I prove that what I said is true and correct?

5. Why do customers pay the bill?

6. Why is the customer paying now?

E: idioms in marketing:

Idiom: What's your name?

Professional expression: Excuse me, may I know your name?

Idiom: Your problem is really serious.

Technical term: I have a better life this time than last time.

Idiom: The problem is that all the products are sold out.

Professional expression: Due to the large demand, we are temporarily out of stock.

Idiom: You don't need to worry that it will break down again after this repair.

Professional expression: You can use it safely after this repair.

Idiom: You are wrong, it's not like that!

Professional expression: I'm sorry I didn't make it clear, but I think it works differently.

Idiom: pay attention, you must do it well today!

Professional expression: I will be very grateful if you can finish it today.

Idiom: You don't understand, just listen this time.

Professional expression: Maybe I didn't make myself clear enough. Please allow me to explain it again.

Idiom: I don't want you to make the same mistake again.

Professional expression: I am confident this time that this problem will not happen again.

Service Marketing (3)

Three stages of service: pre-sale, in-sale and after-sale. Pre-sales service > after-sales service

Four levels of service: basic service, enthusiastic service, value for money and irreplaceable service. (Service = Intention)

Service tenet: let strangers become friends; From one-time consumption to continuous consumption and more consumption.

Definition of service: always pay attention to the needs and wishes of all people around you and meet them quickly.

What is the customer?

1. Customers are the life of our enterprise.

2. Customers are the source of wealth creation.

3. The basis of enterprise survival

4. Food, clothing, shelter and safety

B: the importance of service * *

1.* * * Increase enterprise value.

2. Excellent service is of economic significance.

3. The intensification of market competition (in the era of low profit, quality service determines customer orientation)

C: the belief in service

Service is sales, and sales is service; Service is the means, and sales is the purpose.

A. If you don't care about and serve your customers well, your competitors will do it for you.

B I is a service provider. The quality of service I provide is directly proportional to my quality of life and personal achievements.

C. what I have gained today is the result of my past. If I want to increase my income tomorrow, I must increase my contribution today.

D the time to maintain the old guest room is 65438+ 0/6 of the time to develop new customers. Customers only know it because they need it, because the service is certain.

E. there are no customers who can't serve, only customers who can't serve. Work is the most important thing.

F. All industries are services and interpersonal relationships.

D: Three ways to impress customers with dedicated service:

1. Take the initiative to help customers expand their business: At the same time, no one will refuse others to help them expand their business.

2. Do services unrelated to products: turn regular customers into loyal customers, friends and lifelong friends (touching services).

3. Sincerely care about customers and their families: (because no one will refuse to care) and turn customers into our business partners.

E: Sales Rules for Documentary Short Message Service:

1. Make good use of the tools established by the company (mobile phone, business phone, computer SMS platform ...)

2. Group sending, classified sending, personal compiling and sending important short messages and forwarding short messages should be rewritten.

3. Send according to time, place and person, and send one day in advance on special days.

4. Intention: Personalized, vivid and differentiated, so that customers can remember you once.

5. Write rationally, send rationally, and send messages to new friends within 24 hours.

6. backup SMS: a. 20 growth incentives; B. 20 blessings and prayers; C 10 after-sales service (more valuable to the company)

F: Five benefits of service:

1. Improve customer satisfaction

2. Improve the customer's return rate

3. Understand the customer's past needs and present needs in detail.

4. The change of interpersonal relationship from quantity to quality.

5. There are more business opportunities

G: Seven steps to eliminate resistance points:

1. Is it the decision maker?

2. Listen patiently to resistance points

3. First determine the customer's resistance.

4. Distinguish between true and false resistance points

5. Lock customer resistance points

6. Get customers' approval

7. Eliminate customer resistance points

For example:

Lock the resistance point: which is more important, service, quality or price?

Commitment: If our quality can meet your requirements, we can decide immediately, right?

Objection to the true and false price: Is the price your only consideration? I believe service and quality are also important, do you agree?