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1、會(huì)籍顧問(wèn)崗前培訓(xùn)Sales Executive Training,,目錄 Contents,Understanding basic concepts 必須了解的基本概念 Sales executives individual tasks and details 會(huì)籍顧問(wèn)的個(gè)人任務(wù)及其分解 The use of Sales Executive daily work and high quality work handbook 會(huì)籍顧問(wèn)日常工作內(nèi)容及高效工作手冊(cè)的使用 Basic techniques of daily work 銷(xiāo)售各環(huán)節(jié)工作的基礎(chǔ)技巧 Basic ways of getting

2、 information 信息獲取的基礎(chǔ)途徑 Facing competitors 面對(duì)競(jìng)爭(zhēng)對(duì)手和競(jìng)爭(zhēng)伙伴 Mental preparation for work 上崗前的心理準(zhǔn)備 Career competency of sales executive 會(huì)籍顧問(wèn)的職業(yè)素質(zhì),必須了解的基本概念 Understanding Basic Concepts,,約見(jiàn)（Appt） 實(shí)赴約見(jiàn)（Appt Show） 約見(jiàn)實(shí)赴率（Appt Show Ratio） 約見(jiàn)管理一覽（MAB） 走入（WI） 移交（TO） 來(lái)自走入的營(yíng)業(yè)額/來(lái)自約見(jiàn)的營(yíng)業(yè)額 成交率（Closing Ratio）/約見(jiàn)成交率( Appt

3、 Closing Ratio)/走入成交率( WI Closing Ratio) 免費(fèi)票/免費(fèi)周卡客人（Guest Pass） 欠款回收（BD）,Non-Member WI 非會(huì)員來(lái)訪 New Target Customer 新目標(biāo)客戶(hù) TI 電話(huà)咨詢(xún) TI success rate 成功率 Average consumption amount 平均消費(fèi)金額 Important Clients 重點(diǎn)客戶(hù) Group Clients 團(tuán)體客戶(hù) Membership extension rate 續(xù)卡率 Sales Executive high quality work handbook 會(huì)籍顧問(wèn)

4、高效工作手冊(cè) Unite Vendor 聯(lián)合商家 Exhibition 作展 Color Label 顏色標(biāo)注,,會(huì)籍顧問(wèn)的個(gè)人任務(wù)及其分解 Sales Executive individual tasks and details,會(huì)籍顧問(wèn)的個(gè)人任務(wù)及其分解 Sales Executive individual tasks and details,How to confirm individual work? 如何確定個(gè)人任務(wù)？（默認(rèn)狀態(tài)下=部門(mén)任務(wù)人數(shù)） Work details. 任務(wù)的分解 According to time, differentiate weekly and daily

5、 tasks 按時(shí)間分解得出每周及每日任務(wù) Get the numbers of members which depend on average expenditures 按平均消費(fèi)額分解得出每月/每日發(fā)展新會(huì)員數(shù),Process daily work schedule. 進(jìn)行每日工作安排： 1）Calculate the numbers of members for each day. 計(jì)算每日需要發(fā)展的會(huì)員人數(shù) 個(gè)人業(yè)績(jī)指標(biāo)平均消費(fèi)金額30天 2）Calculate the numbers of WI and APPT. 計(jì)算每日需要來(lái)自于約見(jiàn)和走入的業(yè)績(jī)各是多少

6、 （默認(rèn)值，參考插圖） 每日新會(huì)員總數(shù)30% = 需要由走入產(chǎn)生的新會(huì)員數(shù) 每日新會(huì)員總數(shù)70% = 需要由約見(jiàn)產(chǎn)生的新會(huì)員數(shù),Process daily work schedule. 進(jìn)行每日工作安排： 3）Calculate the numbers of WI and Appt Show. 計(jì)算每日需要多少個(gè)走入和多少個(gè)實(shí)赴約見(jiàn) 需由走入產(chǎn)生新會(huì)員數(shù)走入成交率 = 日走入需量 需由約見(jiàn)產(chǎn)生新會(huì)員數(shù)約見(jiàn)成交率 = 日實(shí)付約見(jiàn)需量 4）Calculate Appt Ratio of each day. 計(jì)算每日約見(jiàn)需要量 日實(shí)赴約見(jiàn)約見(jiàn)實(shí)付率 = 每日約見(jiàn)需要量,,續(xù)卡對(duì)業(yè)

7、績(jī)?nèi)蝿?wù)的影響Effect of membership extension,What is regular extension ratio in China? 什么是合格的續(xù)卡率（在中國(guó)市場(chǎng)） If the extend ratio is 50% for your club. What does it mean? 如果你的俱樂(lè)部續(xù)卡率為50%，那對(duì)俱樂(lè)部的任務(wù)意味著什么 If extend ratio is close to 0% what is means for your club? 如果你的俱樂(lè)部續(xù)卡率接近于零，那對(duì)俱樂(lè)部的任務(wù)意味著什么？,續(xù)卡對(duì)業(yè)績(jī)?nèi)蝿?wù)的影響Effect of memb

8、ership extension,Important data of members. 圍繞會(huì)員保有的重要數(shù)據(jù) Loyal members in US club (come to club over 100 times for exercise each year ) account for 30% - 40%. But it is only 15% - 20% in China. 美國(guó)俱樂(lè)部鐵桿會(huì)員（一年中來(lái)俱樂(lè)部運(yùn)動(dòng)超過(guò)100次的人）平均占有比例為30%-40%，在中國(guó)大約只有15%-20%甚至更低 Attention: Every department in club that will

9、 serve our members. We need to prove the satisfaction for our members. Let them feel happy and have a great experience. 注意：俱樂(lè)部中的所有崗位都是為會(huì)員提供服務(wù)的崗位，要在各自的崗位上努力提高會(huì)員滿(mǎn)意度，做到讓會(huì)員擁有愉快的消費(fèi)體驗(yàn)和運(yùn)動(dòng)體驗(yàn)。,,會(huì)籍顧問(wèn)日常工作內(nèi)容及 高效工作手冊(cè)的使用 The use of Sales Executive daily work and high quality work handbook,會(huì)籍顧問(wèn)高效工作手冊(cè)基本內(nèi)容 Sales Exe

10、cutive high quality work handbook,The form of monthly work. 月工作用表 Compare form for monthly plan. 月業(yè)績(jī)計(jì)劃實(shí)施對(duì)照表 會(huì)籍顧問(wèn)高效工作手冊(cè)表1-月業(yè)績(jī)計(jì)劃實(shí)施對(duì)照表.doc The form of daily work. 日工作用表 Appt form list.每日約見(jiàn)一覽 會(huì)籍顧問(wèn)高效工作手冊(cè)表2-每日約見(jiàn)一覽表.doc New Target Customer list 新目標(biāo)客戶(hù)一覽 會(huì)籍顧問(wèn)高效工作手冊(cè)表3-新目標(biāo)客戶(hù)一覽表.doc,會(huì)籍顧問(wèn)高效工作手冊(cè)基本內(nèi)容 Sale

11、s Executive high quality work handbook,Classify directory list 分類(lèi)目錄用表 Following Ti TI 跟進(jìn)表會(huì)籍顧問(wèn)高效工作手冊(cè)表4-TI跟進(jìn)表.doc Lost client list 流失來(lái)賓一覽表 會(huì)籍顧問(wèn)高效工作手冊(cè)表5-流失來(lái)賓一覽.doc New member List 新會(huì)員一覽表 會(huì)籍顧問(wèn)高效工作手冊(cè)表7-新會(huì)員一覽back.doc Check in List (only for green paper) 來(lái)賓登記匯總（只要綠聯(lián)）會(huì)籍顧問(wèn)其它用表來(lái)賓登記.doc Team client List

12、 團(tuán)體客戶(hù)開(kāi)發(fā)一覽表 會(huì)籍顧問(wèn)高效工作手冊(cè)表6-團(tuán)體客戶(hù)開(kāi)發(fā)一覽.doc Boxing for information List 信息收集箱一覽 會(huì)籍顧問(wèn)高效工作手冊(cè)表8-信息收集箱一覽.doc Notice: Form is just a tool. It will help you think logically and work efficiently, it is not meant to be an extra burden. 注意：表格是一種工具，幫助你形成好的思維習(xí)慣和 工作條理，而不是一項(xiàng)額外負(fù)擔(dān)。,每日工作中的其他事項(xiàng)Other important tasks o

13、f daily work,Check Appt list before finish work. 下班前把自己明日約見(jiàn)登記到約見(jiàn)管理一覽中 會(huì)籍顧問(wèn)其它用表約見(jiàn)管理一覽.doc Confirm Appt which is responsible by early staff. 早班負(fù)責(zé)為所有人當(dāng)日的約見(jiàn)進(jìn)行確認(rèn) Register every non-member. 每接待一位非會(huì)員都要到非會(huì)員來(lái)訪一覽表中進(jìn)行登記 會(huì)籍顧問(wèn)其它用表非會(huì)員來(lái)訪一覽.doc Register every TI information after reception. 每接到一個(gè)TI都要到電話(huà)咨詢(xún)一覽中進(jìn)行登記 會(huì)籍

14、顧問(wèn)其它用表電話(huà)信息一覽.doc,每日工作中的其他事項(xiàng)Other important tasks of daily work,Check Appt list before finish work. 下班前把自己明日約見(jiàn)登記到約見(jiàn)管理一覽中 會(huì)籍顧問(wèn)其它用表約見(jiàn)管理一覽.doc Confirm Appt which is responsible by early staff. 早班負(fù)責(zé)為所有人當(dāng)日的約見(jiàn)進(jìn)行確認(rèn) Register every non-member. 每接待一位非會(huì)員都要到非會(huì)員來(lái)訪一覽表中進(jìn)行登記 會(huì)籍顧問(wèn)其它用表非會(huì)員來(lái)訪一覽.doc Register every TI inf

15、ormation after reception. 每接到一個(gè)TI都要到電話(huà)咨詢(xún)一覽中進(jìn)行登記 會(huì)籍顧問(wèn)其它用表電話(huà)信息一覽.doc,,銷(xiāo)售各環(huán)節(jié)工作的 基礎(chǔ)技巧 Basic techniques for daily work,電話(huà)咨詢(xún)的應(yīng)答Answering of TI,What is goal for answering TI? 電話(huà)咨詢(xún)應(yīng)答的目的是什么？ Let client feel good service and set an Appt. 讓客戶(hù)擁有完美的咨詢(xún)體驗(yàn)并形成約見(jiàn) What are the principles of answering TI? 電話(huà)咨詢(xún)應(yīng)答的主要原則有哪

16、些？ Let your voice transmit your smile 讓你的聲音帶有微笑 Understand the source of information. 準(zhǔn)確了解信息來(lái)源 Have the initiative and control the topic. 掌握主動(dòng)并控制談話(huà),電話(huà)咨詢(xún)的應(yīng)答Answering of TI,Do not talk about price details and do not let the customer feel you are avoiding the topic. 不具體介紹價(jià)格又不可讓人感覺(jué)有意躲閃 Apply for T

17、O if you cannot control the TI. 對(duì)于無(wú)法控制的電話(huà)咨詢(xún)申請(qǐng)TO Sign the form after TI. (register at the receptionist or classify directory) 電話(huà)掛斷后要有書(shū)面記錄（前臺(tái)登記/分類(lèi)目錄） Learn how to use the format of TI. 學(xué)會(huì)使用電話(huà)咨詢(xún)處理模板,電話(huà)咨詢(xún)處理模版 Format for TI,Thanks for your holding. What can I do for you? 感謝您的等候。我怎么樣可以幫助您？ （Normally clie

18、nt will tell you his plan for exercising. 客戶(hù)一般會(huì)說(shuō)要了解有關(guān)俱樂(lè)部的某項(xiàng)資訊） So you want to exercise your_____ (repeat clients plan). No problem. Let us know each other at first. I am ______. Could you please tell me your name? 您是想要（重復(fù)客戶(hù)的要求）_______，沒(méi)問(wèn)題！先讓咱們認(rèn)識(shí)一下。我是___________，請(qǐng)問(wèn)怎么稱(chēng)呼您？________________ How do you k

19、now our gym?_____ You want to know the gym for yourself or for anybody else?_____ 您是怎么知道我們的？_______________您是為自己咨詢(xún)還是其他人咨詢(xún)？______________,電話(huà)咨詢(xún)處理模版 Format for TI,Could you please tell me what is your goal for your exercising?______(If the client ask you about the price) We have many kinds of membershi

20、p card and training plan. That is depend what your need. So could you please tell me what is your goal for your exercising? 請(qǐng)問(wèn)您想來(lái)健身的目的是什么呢？ _________________ （如果對(duì)方搶先問(wèn)價(jià)格）我們有很多種會(huì)員卡類(lèi)別和健身計(jì)劃，根據(jù)您的具體需要來(lái)選擇，請(qǐng)問(wèn)您想來(lái)健身的目的是什么呢？____________________ Ok. Let me introduce about our gym firstly. (introduce few of your

21、 program and establishment):______ So which program do you prefer after my introduction?______ 那我就簡(jiǎn)單介紹一下我們的俱樂(lè)部（簡(jiǎn)要介紹項(xiàng)目及設(shè)施）：_______________聽(tīng)起來(lái)您對(duì)俱樂(lè)部的哪些內(nèi)容比較感興趣呢？_______________,Follow the goal what you have tell me, few of our establishment and program like ____ it is good for you and can help you achie

22、ve your goal. What about let me make a reservation for you. And I can arrange one of our trainers to explain to you how to help you achieve your plan after you visit our gym. And we will give you the details about introduction. What is your thinking? 根據(jù)您剛才提到的健身目的，我們這里的幾種器械和課程比如 對(duì)幫助您達(dá)到您的健身目的都特別有幫助，不

23、如我們約個(gè)時(shí)間，您來(lái)俱樂(lè)部參觀, 屆時(shí)我約好我們的教練針對(duì)您的身體情況給您一些具體的運(yùn)動(dòng)的建議，我也可以為您做更詳細(xì)的介紹，您看好嗎？,So what time is good for you? Today or tomorrow?____ 那您今、明兩天哪天有空？ ______ And when do you prefer? In the morning afternoon or evening? 哪個(gè)時(shí)間對(duì)您比較方便，上午，中午還是晚上？ Let me check about the schedule (check the trainer schedule). There is a ___

24、_ class at ____oclock (our Mr. / Miss ____ trainer at gym). How about this time? 讓我看一下課程表（教練的排班表）， 點(diǎn)鐘有一節(jié)______ 課（我們的資深教練______在崗），您在這個(gè)時(shí)間過(guò)來(lái)好嗎？,OK. I will make a reservation for you at this time. Could you please give me your full name_____, your phone number____, anybody will come with you together?

25、______ 好的，那我?guī)湍鲆幌骂A(yù)約登記。麻煩您給我一下您的全名_____，您的聯(lián)系電話(huà)_____，會(huì)有別人與您同來(lái)嗎？_____一共幾位呢？______ OK. Let me repeat the reception for you. Your full name is_____. Your phone number is______. And the reservation time is _____. The reception person is me. So when you arrive the gym just tell receptionist my name is ok.

26、Do you know how to get our gym? 好的，我為您重復(fù)一下您的預(yù)約，您的全名是______，您的電話(huà)是______，預(yù)約時(shí)間為_(kāi)_____，接待人是我，我的名字是______您來(lái)的時(shí)候告訴前臺(tái)您的名字請(qǐng)他們叫我就可以了。您知道我們俱樂(lè)部的具體位置嗎？,If there is any changing, could you please give me a call? 如果您臨時(shí)有事需要調(diào)整預(yù)約時(shí)間，麻煩您給我打個(gè)電話(huà)好嗎？ Thanks for calling Powerhouse gym. Good-bye. 感謝您致電寶力豪健身，再見(jiàn)！,非會(huì)員來(lái)訪者的接待 Re

27、ception of Non-Member,What is goal for receive non-member? 非會(huì)員來(lái)訪者接待的目的是什么？ Get across reception and introduction that let non-member become our member. 通過(guò)接待和介紹使非會(huì)員成為會(huì)員。 How to receive non-member? 非會(huì)員來(lái)訪者接待的基本流程是什么？ Client register (at receptionist)-register asking and answer-visiting the gym-bargain

28、or TO-fill out the contract 來(lái)賓登記的前臺(tái)環(huán)節(jié)來(lái)賓登記問(wèn)答引導(dǎo)參觀 價(jià)格介紹成交 或TO 填寫(xiě)入會(huì)和約,非會(huì)員來(lái)訪者的接待 Reception of Non-Member,What is the fundamental for receive non-member? 非會(huì)員來(lái)訪者接待的主要原則有哪些？ Abidance the flow rigorous 嚴(yán)格遵守接待流程 Make every non-member visit as WI. 把所有的非會(huì)員來(lái)訪當(dāng)成走入來(lái)接待 Keep smiling. 自始至終保持最燦爛的微笑 Find what client n

29、eed 找到客人的真正需求而為你的產(chǎn)品找到對(duì)應(yīng)價(jià)值,非會(huì)員來(lái)訪者的接待 Reception of Non-Member,Control talking affectionately. 親切地把控談話(huà)進(jìn)程, 具有攻擊性但不要溢于言表 If client can not make design that is your time to be a good consultant. 當(dāng)客戶(hù)沒(méi)有主意時(shí)發(fā)揮顧問(wèn)作用 Do not be a winner in front of the client. 不在客戶(hù)面前扮演勝利者 Let client have perfect service. 讓客戶(hù)擁有完美

30、的購(gòu)買(mǎi)體驗(yàn),來(lái)賓登記前臺(tái)環(huán)節(jié)要素,Receiving the Guest registry, leave front desk 接過(guò)來(lái)賓登記，撕下首聯(lián)留給前臺(tái) Greeting clients. Hand shake and introduce yourself. 問(wèn)候客人，與客人握手并進(jìn)行自我介紹 Get the information of client in the form. And use their name. 迅速看表中內(nèi)容，用姓氏稱(chēng)呼客人 Understand whether or not first time at club 了解客人是否為第一次來(lái)訪 Welcome clie

31、nts. 邀請(qǐng)客人進(jìn)入 Understand how client know our club when introduce our club. 行進(jìn)中了解客人了解我們的途徑,來(lái)賓登記問(wèn)答要素 How to make a registry,Finish interlocution with appetency. 以極強(qiáng)的親和力完成問(wèn)答 Use the question from the form that can easily understand the client information 善于利用表格中問(wèn)題了解客戶(hù)信息 Try to change the written question

32、 become yours, and then make natural communication. 要練習(xí)把書(shū)面的問(wèn)題變成自己的話(huà)說(shuō)出來(lái)，從而與客人自然交流 Write down every question about what client need to know. 要將客戶(hù)的相關(guān)回答記錄在表格中 （此表格將作為重要文件進(jìn)入分類(lèi)目錄） Use linking question felicitousness 恰當(dāng)使用鏈接性問(wèn)題,來(lái)賓登記問(wèn)答要素 How to make a registry,Understand clients worry about and solve that. 理

33、解與問(wèn)題相對(duì)應(yīng)的客戶(hù)擔(dān)憂(yōu)并排除 Get the promise from the client. 得到充分的客戶(hù)承諾 Lead client have feedback and expect the club. 引導(dǎo)客人進(jìn)入積極回應(yīng)狀態(tài)并對(duì)俱樂(lè)部有所期待 Control how to deal with the problem. 把握所有問(wèn)題的處理技巧 會(huì)籍顧問(wèn)其它用表來(lái)賓登記.doc,引導(dǎo)參觀要素 Client Visiting,When invite client visiting our gym, you must get registration form with special n

34、ip. And fill out the information about the client. 參觀過(guò)程中必須將來(lái)賓登記表附在專(zhuān)用硬夾上隨身攜帶，并對(duì)相關(guān)信息進(jìn)行記錄 Let client experience the gym. 引入客戶(hù)多種感官體會(huì)俱樂(lè)部 Could introduce other members and trainers to client that depend what is his plan. 可以結(jié)合其健身目的適時(shí)向其介紹俱樂(lè)部的其他會(huì)員或教練 Try to let client feel he is one of the members of our gym

35、. 盡可能營(yíng)造客人已經(jīng)成為會(huì)員的感覺(jué) Ask “Golden Key” Questions 進(jìn)行“金鑰匙”問(wèn)題的提問(wèn),價(jià)格演示要素 Price Demo,The flow of price demo. 價(jià)格演示的流程 anticipate bargain disposal introduction demo handbook price analyses 預(yù)期成交處理演示手冊(cè)介紹價(jià)格分析 Fundamental of price demo 價(jià)格演示的原則 must use price demonstrate handbook 一定要使用價(jià)格演示手冊(cè) strong appetency 親和力一

36、定要強(qiáng) always suggest the best consultant 永遠(yuǎn)極力推薦最頂級(jí)的會(huì)籍種類(lèi)與客戶(hù)采取非對(duì)抗的角度 change the plan after 5 times refuse 在被拒絕5次以后才可以將推薦目標(biāo)下調(diào) accent the values before depreciate 讓利（降價(jià)）之前多次多角度地強(qiáng)調(diào)價(jià)值 depreciate after client make confirm. 讓利必須在得到客戶(hù)承諾的前提下,價(jià)格演示的技巧,Write down the price after you show it. 在看完標(biāo)準(zhǔn)價(jià)格之后轉(zhuǎn)為手寫(xiě)演示 Funda

37、mental of two choose one 二選一的原則貫穿始終 Please do not show two prices to client. Show two different program to your client. 不要讓你的介紹單上同時(shí)出現(xiàn)兩種以上的價(jià)格 永遠(yuǎn)在兩個(gè)方案中找到與客戶(hù)預(yù)期接近的方案,價(jià)格演示的技巧,How to abstain price entangle. 如何避免緊緊圍繞價(jià)格的糾纏 Accent the values, link what they need and values. 強(qiáng)調(diào)價(jià)值，向客戶(hù)進(jìn)行價(jià)格“相對(duì)性”的教育 緊密連接需求與價(jià)值（鉆戒

38、與婚紗照） Use balance formula 使用天平公式 How to analyses price. 對(duì)于價(jià)格如何分析運(yùn)用化整為零的分析方法 Analyses client daily consume and balance that. 分析客戶(hù)的日常其它消費(fèi)并進(jìn)行對(duì)比,小貼士：實(shí)現(xiàn)銷(xiāo)售的跡象和快捷鍵,The evidence of sells is through reception course client put up purchase signal. Include clients action and diction. All of these can help you

39、 bargain. 實(shí)現(xiàn)銷(xiāo)售的跡象是指接待過(guò)程中，來(lái)賓表現(xiàn)出來(lái)可能購(gòu)買(mǎi)的重要信號(hào)，包括你可以察覺(jué)到的來(lái)賓感興趣的行為或言語(yǔ)，這些行為或言語(yǔ)可幫助你順利、迅速地成交。例如： a. client asks what is special about the gym. 來(lái)賓詢(xún)問(wèn)有關(guān)健身房特色的特殊問(wèn)題。 b. order explain some specialty. 要求特別說(shuō)明某方面內(nèi)容。 c. keep smiling and exciting. 面帶微笑并表現(xiàn)得很興奮。 d. ask visit gym again. 還要求再一次參觀某處。,小貼士：實(shí)現(xiàn)銷(xiāo)售的跡象和快捷鍵,K

40、eyboard shortcuts is client main interesting with. For example: 快捷鍵是來(lái)賓主要的興趣點(diǎn)所在。例如： a. lose weight 減重 b. accommodate function 調(diào)節(jié)心肺功能 c. add weight 增重,常見(jiàn)拒絕的應(yīng)對(duì) Normal answer the refuse,Foreclose refuse before visiting. Use clients saying convince themselves. 在引導(dǎo)參觀之前預(yù)先處理拒絕，用客人自己的話(huà)去說(shuō)服他們才會(huì)有效 Element of

41、 refusal have 3: price, client confirm and family suggestion. 真正的拒絕要素有3個(gè)：價(jià)格、客戶(hù)承諾、家人意見(jiàn) You should have thinking course before face to refuse: estimate refuse regimentation estimate have foreclose or not find how to answer the refuse find how to explain that. 對(duì)一切借口的應(yīng)對(duì)都要經(jīng)歷的思維過(guò)程：判斷拒絕要素類(lèi)別判斷是否經(jīng)過(guò)預(yù)先處理找到可用于排

42、除拒絕的客人語(yǔ)言怎樣柔和切入,常見(jiàn)拒絕的應(yīng)對(duì) Normal answer the refuse,Practice 練習(xí)： 1. “I want to go back and discuss with my family” “我要回去和家人商量一下” 2. “I still want to visit another gym” “我想再到其他俱樂(lè)部看一下” 3. “Im worry about I cannot insist to come here” “我怕買(mǎi)了又不能堅(jiān)持” 4. “I think the location is not convenient” “你們這里的地點(diǎn)對(duì)于我

43、來(lái)講太不方便” 5. “Im so busy. I dont have enough time.” “我太忙，沒(méi)時(shí)間”,常見(jiàn)拒絕的應(yīng)對(duì) Normal answer the refuse,Practice 練習(xí): 6. “Let me think about that” “我再考慮一下”（這不該成為拒絕借口） 7. “I think it is too expensive to me.” “我覺(jué)得價(jià)格太貴了” 8. “I have some friend will join here. We can come together” “我還有朋友要來(lái)，回頭我們一起來(lái)” 9. “I am ask f

44、or another people not me.” “我是給別人問(wèn)，不是我要來(lái)” 10. “Thanks for the intro. If I join the gym I will find you” 謝謝你的介紹，我辦卡時(shí)會(huì)來(lái)找你” 11. “I have to leave, I will find you later.” “我現(xiàn)在急著走，回來(lái)我來(lái)找你”,如何設(shè)置和引入TOHow to setup and import TO,Who can help you make TO? 誰(shuí)可以幫助你來(lái)TO? TO is not means depreciate. TO不等于找經(jīng)理來(lái)降價(jià) T

45、O is not let manager or trainer in front of client crudeness. TO不是生硬地把經(jīng)理（教練）推到客人面前 Cannot give empty form when ask manager or trainer make TO. TO時(shí)不能交給經(jīng)理（教練）一張空白的來(lái)賓登記,如何設(shè)置和引入TO How to setup and use TO,How to setup TO? 如何設(shè)置TO? If client always refuse that we can setup TO. The technique is: 設(shè)置TO一般是發(fā)生在客

46、戶(hù)再三提出拒絕因素的情況下，處理技巧為 1）Understand why client refuse. 對(duì)客戶(hù)的拒絕表示極大理解 2）Show will get boon for client heart to heart. 誠(chéng)懇地表示希望幫助客人得到實(shí)惠 3）(if only for price) let client make a confirm. （如果只剩價(jià)格問(wèn)題）取得客戶(hù)承諾 4）ponder for a minutes 略加思索 5）show how will you solve this situation (setup TO) 向客戶(hù)表明你的辦法（引入

47、TO），并適當(dāng)暗示客人 如何與你配合。,Cases案例：,Your client refuse you for a few times and use different reason. You can not estimate which one is the real one. You can say: “Mr., I really understand you can not design because it is not cheap. Of course I hope you can be our member and have big discount. Whatever you

48、 join our gym or not today, I hope you can get harvest after you finish visiting. What about let me introduce a trainer to tell you how to make some simple exercise and then you can do it at your home. Please wait for a second.” (sells manager and trainer can be together) 你的客人再三拒絕你，給你不同的借口，你無(wú)法判斷什么是真

49、正原因，你可以說(shuō)：“ xx先生，我非常理解您很難一下子做決定，畢竟這不是一個(gè)很小的數(shù)字。當(dāng)然，我很希望您能成為我們的會(huì)員，同時(shí)又得到最大的優(yōu)惠，不管您今天是否加入，我都希望您今天能有所收獲，這樣吧，我請(qǐng)我們的一位資深教練給您介紹一些簡(jiǎn)單的健身方法，至少您在家里也可以自己開(kāi)始做一些運(yùn)動(dòng)了，您稍等一下”（銷(xiāo)售經(jīng)理可以和教練共同進(jìn)入） Pay attention: You also can do some easy way to solve that. Like you can say: “please wait for a second and I will give you some data.

50、” 注：你也可以使用簡(jiǎn)便的方法：“請(qǐng)您稍等，我?guī)湍靡恍┵Y料帶走?！逼浜蠼?jīng)理可以自然地?cái)y資料進(jìn)入。,Case 案例：,Your client think the member card is expensive, and he wants to ask some discount. You can say: “Mr., I really understand you and I hope you can join our gym. Of course I hope you can get a big discount. Hope you can understand that our pric

51、e is the same as other powerhouse gym include other citys powerhouse. (hold on for a second) Can you sure you will decide you will join our gym if I could give you some discount? (after client confirm) Ok I got it. What about I ask my manager and help you get a discount. Please wait for a while. (at

52、 this time manager come here) 你的客人認(rèn)為會(huì)員卡的價(jià)格太貴，想要尋求一些折扣，你可以說(shuō)：“ xx先生，我非常希望您能成為我們的會(huì)員，也希望您得到最大的優(yōu)惠，不過(guò)請(qǐng)您理解我們的價(jià)格是全國(guó)統(tǒng)一的規(guī)定價(jià)格。（稍停）如果今天我們能提供給您某種形式的優(yōu)惠，您今天是否可以決定？（得到承諾后）我明白了，這樣吧，我?guī)湍蚪?jīng)理爭(zhēng)取一下，請(qǐng)您稍等”（銷(xiāo)售經(jīng)理可在此刻進(jìn)入）,入會(huì)合約填寫(xiě)的注意事項(xiàng)What need to pay attention about fill out contract?,The contract is a legal file. 入會(huì)合約是具有法律效應(yīng)的文

53、件（另對(duì)照合約實(shí)物） Please use Kai Shu fill out the contract. 會(huì)合約需以楷書(shū)填寫(xiě) Cannot let some information empty. 內(nèi)容必須填寫(xiě)完整（空項(xiàng)需注明原因） Cannot change information( if change that need to sign the name both of client and consultant) 不得涂改（或在涂改處附上雙方簽字） Contract information must as the same as each paper. 合約各聯(lián)內(nèi)容必須完全相同,入會(huì)

54、合約填寫(xiě)的注意事項(xiàng)What need to pay attention about fill out contract?,Contract must have the signature and the date. 必須有雙方簽名和日期 Must have start date. (depend client need) 必須有明確的啟動(dòng)時(shí)間（可以根據(jù)客人情況或要求預(yù)定啟動(dòng)時(shí)間） “member style” means team card or for personal “會(huì)員類(lèi)型”指團(tuán)體卡或個(gè)人卡 “exercise plan” get from label. “others” plea

55、se fill out the details. “健身計(jì)劃”對(duì)應(yīng)標(biāo)注，“其它”則注明具體計(jì)劃（如季卡需在“其它”欄中打鉤并注明“季卡”， 30次卡需在“其它”欄中打鉤并注明“次卡30次” ）,Payment should be bargain cost. “ total training cost” should be extend cost. 付款欄中的“應(yīng)付總額”為成交價(jià)格，“總訓(xùn)練費(fèi)”為續(xù)卡價(jià)格，其差額視為“入會(huì)費(fèi)”寫(xiě)入“入會(huì)費(fèi)”一欄，并相應(yīng)解釋?zhuān)邦A(yù)交總額”系為分期付款所設(shè)，目前我們暫不提供此項(xiàng)服務(wù)，該欄目以斜杠劃掉，“實(shí)赴總額”中填寫(xiě)當(dāng)日實(shí)際付款金額（與收款單對(duì)應(yīng)）。 “pay

56、ment mode” please fill out the details. If there are two or more mode to pay that. Please fill out different way with different detail count. “付款方式”按實(shí)情填寫(xiě)，如付款多于一種方式，要對(duì)應(yīng)注明每種方式的金額。注意：如以寶力豪代金券、內(nèi)部支票等付款，需在此欄中體現(xiàn)（先寫(xiě)明方式，再注明金額）,“function” get from label. If this is only for one club card, please fill out at

57、“others” with only one club. “功能”中對(duì)應(yīng)標(biāo)注，如出售單店使用卡須在“其它”欄中著名“單店使用字樣。” “l(fā)ocation of club” need to fill out this club full name. “俱樂(lè)部地點(diǎn)”中要注明俱樂(lè)部全稱(chēng)（如寶力豪天津金牌店）,合約填寫(xiě)完畢之后After finish contract,Reminding member read notice. 提醒會(huì)員閱讀會(huì)員須知 會(huì)籍顧問(wèn)其它用表入會(huì)合約背面.doc Receive member card at receptionist. 到前臺(tái)進(jìn)行領(lǐng)卡登記 Give welco

58、me DVD to new member and show how to use that. 向會(huì)員贈(zèng)送歡迎光盤(pán)并說(shuō)明光盤(pán)使用方法 Make VIP files for new member. 為會(huì)員建立VIP客戶(hù)邀請(qǐng)檔案 Fill out some forms after client leave. 送走客人后填寫(xiě)相關(guān)登記表格,,Template of following new member. 新會(huì)員電話(huà)跟進(jìn)模版 會(huì)籍顧問(wèn)其它用表新會(huì)員電話(huà)跟進(jìn)模版.doc Template of lost client. 流失來(lái)賓電話(huà)跟進(jìn)模版 會(huì)籍顧問(wèn)其它用表流失來(lái)賓電話(huà)跟進(jìn)模版.doc,,信息獲取的基

59、礎(chǔ)途徑 Basic ways of getting information,信息獲取的基礎(chǔ)途徑Basic ways of getting information,Join the exhibition 參與作展 Put out DM DM 單發(fā)放 Friends of members. 通過(guò)會(huì)員帶朋友 Box of getting information 信息收集箱 Please discuss details of each way. 請(qǐng)大家就每一個(gè)途徑討論具體做法,,面對(duì)競(jìng)爭(zhēng)對(duì)手和 競(jìng)爭(zhēng)伙伴 Face to competitor,面對(duì)競(jìng)爭(zhēng)對(duì)手和競(jìng)爭(zhēng)伙伴 Face to competito

60、r,What need you understand about your competitor? 對(duì)于你的競(jìng)爭(zhēng)對(duì)手，你必須了解什么？ （1）Location 他們坐落的位置 （2）Service 他們所提供的服務(wù) （3）Highest price 他們最新的價(jià)格 （4）Contract 他們的入會(huì)合約 （5）Clients 他們的客戶(hù)群 （6）Members 他們的顧客群,面對(duì)競(jìng)爭(zhēng)對(duì)手和競(jìng)爭(zhēng)伙伴 Face to competitor,How to talk about our competitor? 我們?nèi)绾握務(wù)摳?jìng)爭(zhēng)對(duì)手 （1）never detract competitor 從不貶低競(jìng)

61、爭(zhēng)對(duì)手 （2）could discuss about the type of members about your competitor. 你可以討論競(jìng)爭(zhēng)對(duì)手的會(huì)籍種類(lèi) （3）could discuss about the price of your competitor. 你可以討論競(jìng)爭(zhēng)對(duì)手的價(jià)格 （4）could discuss about equipment of your competitor. 你可以討論競(jìng)爭(zhēng)對(duì)手的設(shè)施,,上崗前的心理準(zhǔn)備 Mental preparation for work,上崗前的心理準(zhǔn)備Mental Preparation Before Work,選擇你

62、的態(tài)度 Choosing your attitude “我活的時(shí)間越長(zhǎng)，我就越能夠體會(huì)到態(tài)度對(duì)人的一生的影響。態(tài)度，對(duì)我來(lái)說(shuō)，比事實(shí)更重要。態(tài)度比歷史、比教育、比金錢(qián)、比環(huán)境、比失敗、比任何其他人所說(shuō)的、所想的或者所做的都更重要。態(tài)度甚至比外表，天賦或技巧都更重要。態(tài)度可以成就或毀掉一家公司、一個(gè)教堂、一個(gè)家庭、一個(gè)團(tuán)隊(duì)或個(gè)人。值得注意的是，我們每天都有機(jī)會(huì)去選擇我們用什么樣的態(tài)度去擁抱這一天。 The longer I live, the more I realize how attitude affects ones life. Attitude, to me, is more

63、 important than facts. Attitude is more important than history, education, money, surroundings, losing, and anything anyone has ever said or done. Attitude is more important than appearance, talent, and skill. Attitude can start or ruin a company, church, family, team, or person. Worthy of note, eve

64、ry day we have the opportunity to choose our attitude and seize the day.,上崗前的心理準(zhǔn)備Mental Preparation Before Work,選擇你的態(tài)度 Choosing your attitude “我們不可能改變我們的過(guò)去我們也不可能改變?nèi)藗冇貌煌姆绞奖磉_(dá)自己。我們當(dāng)然也不可能改變注定要發(fā)生的事情。我們唯一可以改變的就是我們所擁有的東西,我們所擁有的就是我們的態(tài)度。我深信在我的一生當(dāng)中，10%的事是順其自然發(fā)生在我身上的， 還有90%的事取決于我用怎樣的態(tài)度去對(duì)待。其實(shí)你也是一樣的，我們就是我

65、們的態(tài)度的主宰。” 作者是誰(shuí)并不重要，重要的是你如何選擇你的態(tài)度 We cannot change our past...we also cannot change the fact that people using different ways of expressing themselves. Of course, we cannot change certain things. We can only change the things we own, we only own our own attitude. I firmly believe that 10% of thing

66、s natural happen and 90% of things depend on our attitude. You are the same, we are the rulers of our own attitude. The writer is not important, important is how you choose your attitude,上崗前的心理準(zhǔn)備Mental Preparation before work,不斷被拒絕是銷(xiāo)售工作的最大挑戰(zhàn) Continuously being refused is the biggest challenge for sales 面對(duì)拒絕的第一種態(tài)度： 我從來(lái)不把（表面的）失敗看作（真正的）失敗，而僅僅當(dāng)作一個(gè)學(xué)習(xí)的過(guò)程。 我從來(lái)不把（表面的）失敗看作我不能成功，而僅僅當(dāng)作一個(gè)學(xué)習(xí)的過(guò)程。 我從來(lái)只把（表面的）不成功看作為一個(gè)學(xué)習(xí)的過(guò)程。 The first kind of attitude facing refusal: I have never seen failure as failure, but rath