课程时间： 4天

课程大纲：

Day 1 Morning 第一天上午

Introduction to the program 课程介绍
Customer relationship marketing 顾客关系营销
Market and marketing市场与市场营销
Marketing mix : from 4Ps to 7Ps 营销组合：从4P到7P
relationship marketing 关系营销
customer relationship management 顾客关系管理
Day 1 afternoon 第一天下午

Identify Customers’ Needs 识别顾客需求
Customer buyer behavior 顾客购买行为模式
Define market segmentation 定义市场细分
Identify guest needs, wants and expectations 识别顾客所需所欲
Day 2 morning 第二天上午

Moments of Truth 关键时刻
Explain the concept of moments of truth 解释关键时刻理念
Identify the different moments of truth in customer service atworkplace 识别工作中顾客服务的关键时刻
Discuss the various ways of managing moments of truth 讨论如何管理关键时刻
Exceeding Customer’s Expectations 超越顾客期望值
Explain service gap model 解释服务差距模型
Communication style 沟通风格
Service flower --Additional value 服务之花-- 附加值
Wowyour customers 使顾客惊喜
Day 2 Afternoon ( 3 hours ) 第二天下午

Negotiating 销售谈判
Customer objections顾客异议
Negotiating buyer concerns 就顾客关注而谈判
Overcoming Objections克服异议
Handling Guest Complaints 处理顾客投诉
Analyze whyguests complain分析顾客投诉
Importance of complaints 投诉的重要性
Understandhow to deal with four types of complainers 了解如何处理四类不同的顾客投诉
Day 3 Morning 第三天上午

Sale techniques and skills销售技巧与技能
upselling skills 向上销售技巧
personal skills 个人技能要求
sales techniques 销售技术
Sale for win-win 双赢的销售
Day 3 Afternoon 第三天下午

Prospecting 如何找寻潜在的顾客
Generating Leads 寻找线索
Qualifying a Prospect识别一个潜在顾客
Prospect Pool 潜在顾客的储备
Planning the Sales Call 计划登门拜访
Approach 接触潜在顾客
Day 4 morning 第四天上午

Service –Profit Chain & Internal Customer Service 服务利润链与内部顾客服务
Explain the concept of service –profit chain 解释服务利润链概念
Identify the internal customers’ needs, wants and expectations. 内部顾客所需所欲
Motivation 激励
Maslow’s Hierarchy of Needs马斯洛需求层次
Self motivation 自我激励
Discuss how to make themotivation plan 制定激励计划
Day 4 afternoon 第四天下午

Teamwork activities 团队活动
Teamwork 团队合作
Define group & team 定义群体与团队
Analyze characteristics of a good team 分析高效团队特征
Effective team principles 高效团队规则