moc training

1、Dell Confidential,MODEL OF CONTROLLEVEL II電話銷售技巧加強(qiáng)培訓(xùn),,,Dell Confidential,Agenda日程表,Your Expectation 您參加的目標(biāo) MOC Review 電話引導(dǎo)模式回顧 Open 開場(chǎng)白 Presence & Relating Skills 聲音表現(xiàn)和建立關(guān)系技巧 Qualify and Question f

2、or Needs 辨別客戶和詢問(wèn)客戶需求 Questioning Skill 詢問(wèn)技巧 Position 定位 Positioning Skill 定位技巧 Objection Resolution 異議解決模式 Close 結(jié)束電話技巧 Closing Skill 技巧 Overview 總結(jié)回顧,,,Dell Confidential,What is your object

3、ive?你的目標(biāo)是什么,Dell Confidential,“您好, 戴爾公司銷售部, 我是xxx...”(語(yǔ)氣與語(yǔ)調(diào)),公司名稱/城市公司人數(shù)客戶信息(行業(yè)/組織結(jié)構(gòu)/部門/職位)有否買過(guò)Dell/對(duì)Dell 的了解/ 現(xiàn)用何品牌/使用經(jīng)驗(yàn)決策流程/決策者采購(gòu)原因（升級(jí)/新設(shè)備）,用途/需求/問(wèn)題/目標(biāo)時(shí)間預(yù)算數(shù)量服務(wù)/Dell Plus/Dellware等,根據(jù)您的要求,我推薦配置是____, 因?yàn)開___

4、_ (解釋好處, 用回客戶用的字眼):整體解決方案(升級(jí))DELL的優(yōu)勢(shì)訂購(gòu)流程,您覺(jué)得怎么樣?決定Dell 或其他品牌什么產(chǎn)品/ 配置為什么？/決定標(biāo)準(zhǔn)什么吸引您打電話給DELL? 買DELL機(jī)會(huì)多大?如需，重新定位,您最快什么時(shí)候可以定下來(lái)?給他今天定下來(lái)的緊迫感及好處: xxx就可以收到機(jī)器,開始用了折扣的價(jià)格才有效符合標(biāo)書要求時(shí)間,您還有什么顧慮, 我可以為您解決的?(價(jià)格

5、, 配置, 服務(wù)或___) ?如需，重新定位,(無(wú)論定下來(lái)與否)好, 下一步是什么?如何訂購(gòu)/約定時(shí)間聯(lián)系方式,In-bound Call Model Of Control 電話銷售引導(dǎo)模式,Open開場(chǎng)白,Qualify鑒別,Question for Needs 探測(cè)需求,Position定位/產(chǎn)品推薦,Check確認(rèn)/檢查,Ask for Bu

6、siness 爭(zhēng)取定單,EMPATHISEQUESTIONPOSITIONCHECK,Resolve Objections拒絕及解決方案,Close 成交/跟進(jìn),Dell Confidential,Buying Process購(gòu)買流程,Check & verify REAL need檢查分辨真實(shí)需求Review requirement internally內(nèi)部確認(rèn)要求Priorities & Li

7、st優(yōu)先等級(jí)后立項(xiàng)Discuss then consider range of options 討論傾向廠商Finalize details定案細(xì)節(jié)Negotiate price, service & terms 商討價(jià)格/服務(wù)/合同條款Contract合同,Dell Confidential,OPENING開場(chǎng),,,Dell Confidential,Opening An Inbound Call G

8、reeting and Small Talk 問(wèn)候和寒喧 Introduce (how)介紹公司與自己 Acknowledge Customers’ Concern 善意回應(yīng)客戶的顧慮,,,Dell Confidential,Voice聲音Energy and Enthusiasm熱情L(zhǎng)istening聆聽Professionalism專業(yè)Preparation準(zhǔn)備Word Choice用詞E

9、xperience經(jīng)驗(yàn)Integrity/Sincerity誠(chéng)信Smile微笑Postures肢體,PHONE PRESENCE聲音表現(xiàn),Dell Confidential,Relating建立良好的關(guān)系(Why and How),Dell Confidential,Presence 聲音表現(xiàn)Energy and Enthusiasm熱情L(zhǎng)istening聆聽Admire真誠(chéng)的贊賞客戶Respect尊重Settin

10、g up good environment for communication建立良好的溝通氛圍Patient 耐心Integrity/Sincerity 誠(chéng)信Match-Mirror-Lead 匹配—模仿—引導(dǎo),Relating 關(guān)系建立,Dell Confidential,Questioning提問(wèn)技巧,Dell Confidential,What Is This?,,,,Dell Confidential,Questio

11、ns問(wèn): (what and why) Questions for Problems 問(wèn)題 Questions for Influence 影響 Questions for Needs 需求 Questions for Lead Time 送貨時(shí)間 Ques

12、tions for Budget Process預(yù)算 Questions for Competition競(jìng)爭(zhēng),,,Dell Confidential,Questioning SkillsOPEN-ENDED 開放式CLOSE-ENDED 封閉式ONE QUESTION AT A TIME一次一問(wèn)CHECKING檢查DRILL-DOWN/TAG “WHY” 尋根問(wèn)底SILENCE沉默,Dell Con

13、fidential,Questioning,Open-ended QSeek for Needs and more Information of customer’s (P5) Problems Projects Plans Procedures/Practices Products/ServiceClose-ended QConfirm with customer about Needs and Inf

14、ormationSeek Agreement,,Dell Confidential,Positioning定位(When and How),Dell Confidential,When何時(shí)Customer Express Needs客戶表達(dá)了需求Understand Needs Mutually雙方對(duì)需求達(dá)成共識(shí)Addressing Needs定位需求,Dell Confidential,3 Steps of Positi

15、oningAcknowledge the Need (why?) 認(rèn)知需求 Describe Features and Benefits 描述性能/好處 Check for Acceptance 檢查是否接受,Dell Confidential,,,Problems/Needs/Goals,Functions/Features,,Valu

16、es/Benefits,,,Dell Confidential,Why Dell?,Dell Confidential,Objection Resolution 異議解決模式,Dell Confidential,What Is an Objection 什么是異議,Indifferent 漠視Drawbacks缺點(diǎn),Dell Confidential,Indifferent,Empathy 同理心回應(yīng) Questi

17、on for Opportunity 詢問(wèn)以挖掘機(jī)會(huì) Position 定位 Check 檢查,Dell Confidential,缺點(diǎn) Drawback,Empathy 同理心回應(yīng) Desalt Drawback 淡化缺點(diǎn) Consolidate 強(qiáng)化優(yōu)勢(shì) Check 檢查,Dell Confidential,Closing(when/how),Dell Confidential,3 Steps

18、 of ClosingDebriefing Benefits Customers Accepted already 重提客戶已經(jīng)接受的利益 Proposing Next Step Action 提出下一步計(jì)劃 Check for Acceptance 檢查是否接受,Dell Confidential,Selling Skills銷售技

19、巧,,Opening開場(chǎng),Questioning詢問(wèn)...,Listening聆聽,Positioning定位,Closing結(jié)束,Objection Resolution異議解決,Dell Confidential,Opening An Outbound CallIntroduce (how)介紹自己 Introduce yourself Confirm the other endPurpose &am

20、p; Agenda (how)目標(biāo)和進(jìn)程 Benefits Statement Ask for Acceptance (how)確認(rèn)是否可以 Time Check Needs Check,,,Dell Confidential,Voice Mail電話留言Introduce自我介紹 Introduce yourself Purpose目的 Benefits State