华尔街课程顾问销售技能培训课件省公共课一等奖全国赛课获奖课件.pptx

1Q&A Gloria Ge-10-6WSE SALES TRAINING第1页21.Close the contract,2nd appointment2.Sign the contract and leave big deposit,2nd appointment3.Sign the contract and leave small deposit(500RMB or less),2nd appointment4.Leave big deposit(10%),2nd appointment5.Small deposit,2nd appointment6.2nd appointment7.Make the client like you Establish a relationship！First Interview for Sales Presentation OBJECTIVESNo Deposit,no 2nd;No 2nd,no contract！第2页3First Interview for Sales Presentation 主要性主要性-Why English有效性有效性-Why WSE紧迫性紧迫性-Why Now THE CLIENT SHOULD LEAVE WITH BELOW 3 PROBLEMS SOLVED第3页4PreparationThe PresentationProcessWelcome ClientIce breakingShow CenterPromotion giftQ&ABiz Card Exchange Solution&AdvantageSelf Introduction第4页5OBJECTIVETo Have PreparedTo be mentally and physically ready to give a great presentation1.Personal appearance2.Clean and tidy office3.Stationery4.Business card5.Registration form6.Handout 7.PCPCONSULTATIONSTEP 1:Preparation8.Sales Manual -Scholarship Certificate -Guarantee letter -Price list -New/renew contract -Method explanation -Level descriptionATTITUDEConfident&ProfessionalYou never have a second chance to make a first impression第5页6Establish a relationship&make a great first impressionProfessional,Natural,Confident and FriendlyCONSULTATIONSTEP 2:Welcome Client 1.Read though the questionnaire 2.Walk directly to the prospect 3.Introduce yourself/Shake hands 4.Welcome the prospect:Welcome,my name is,Im your course consultant,Is your 1st time to come?5.Walk with the prospect and show aroundOBJECTIVEHOWATTITUDE第6页7OBJECTIVEEstablish a relationship and win the trust1.Smile2.How did you come here/convenient 3.Talk about weather,traffic4.Do you have any friend used to study here?Natural,Confident,PleasedBe a friendCONSULTATIONSTEP 3:Break the IceHOWATTITUDESmall Talk with the client when you show the center第7页8OBJECTIVELINE OF ARGUMENTRESOURCESATTITUDETOOLSVisualize the Learning Process/Warm up 1.Lab 2.Classrooms 3.Social Club 4.English Corner When we show the client the Center and talk about the activities we get them involved.We use the second person,introducing him/her to a teacher and the Sec/Receptionist.Relaxed.Greet other students/staffThe whole Center,staff,students CONSULTATIONSTEP 4:Show CenterOnly need simply introduce the different facility第8页9Cheerful,Happy,Excited&ProfessionalCONSULTATIONSTEP 5:Promotion GiftHandlingOBJECTIVEHOWATTITUDE1.Hand the gift to the client2.Explanation of the promotion gift3.Congratulate themGive free gift to the client Congratulations 第9页10Cheerful,Happy,ProfessionalCONSULTATIONSTEP 6:CCs Role IntroductionOBJECTIVEHOW ATTITUDE1.Introduce yourself to the client2.Your name again,and Chinese name3.Tell the client what you are going to do next today4.Tell the client whats your responsibility in the futureCC self-introduction to the client第10页11Nice,ProfessionalCONSULTATIONSTEP 7:Biz card exchangeOBJECTIVEHOWATTITUDE1.This is my Biz card2.Lets change the card3.Thanks/Its Ok,Then bring me next timeGet clients Biz card/prepare for the next step:Q&A第11页12Key Concepts of Selling ProcessOpportunityNeedFeatureClose ProbeBenefitPersuadeKEY CONCEPT OF THE SELLING PROCESS第12页13OBJECTIVEHOWATTITUDE1.Guild the client talk2.Listen 3.Take notesCare,Interested,Focus,Friendly,Encourage,GuildCONSULTATIONSTEP 8:Q&ADesire&Decision maker第13页14Key Concepts of Selling ProcessKEY QUSETIONS TO ASK CLIENTS 过去 1现在 2未来 3英语学习 AA1A2A3工作生活 BB1B2B3 B3=Desire Benefit Investment第14页15Key Concepts of Selling ProcessKEY QUSETIONS TO ASK CLIENTS Start from Biz cardYes:describe the Biz cardNo:Ask the information of the Biz cardBiz Card information includes:Company name:industry/company(development)Job title:How long with the company/position Position in the company(development)Position detailed job responsibilityAddress:Time/Traffic 第15页16A2:How is your English level?Do you need to speak English when you work?Is there any foreigner in your company?B2:Whats your company like?What do you do?Who do you speak English to:your boss/client/colleagues?In what kind of situation do you use English:Meeting/report/call/email/presentation?How often do you speak English?How long have you worked in this company?Is your 1st job?B1:Whats your last job?Why do you change to the current job?Where are you from?Why do you come to SH?KEY QUSETIONS TO ASK CLIENTS 第16页17KEY QUSETIONS TO ASK CLIENTS B3:Can you tell me why do you want to improve your English?How benefit will be if you improve your English?What are you going to do with your improved English?A3:How good do you want your English to be?Why?How long do you plan to make it?Why？A1:Whats your past learning experience?A2：List all problems九大困难：勾引九大困难：勾引+诊疗诊疗大班讲课大班讲课中教老师，老师质量中教老师，老师质量缺乏语言环境缺乏语言环境发音不准不敢开口发音不准不敢开口担心害羞尴尬不敢开口担心害羞尴尬不敢开口死记硬背，前背后忘死记硬背，前背后忘汉字思维汉字思维经常出差加班时间不固定经常出差加班时间不固定惰性，无法坚持惰性，无法坚持第17页18OBJECTIVECONSULTATIONSTEP 9:Solution&AdvantagesLINE OF DISCUSSION1.Review whats the client current English situation,problems,objectives2.Find out clients Key problems that can be only solved by WSE3.Offer solution:I think what you need is4.Then Let me introduce how WSE could help you to solve such problems and reach your learning objectivesATTITUDEProfessional Bridge for the Q&A to MethodBrief idea for both Client and CCFeature and Benefit第18页19FAB TalkFeatureBenefitAdvantageProducts characteristicsThe detailed advantagesProducts value to clients has features that is to say so you can 第19页20OBJECTIVECONSULTATIONSTEP 10:MethodLINE OF DISCUSSIONHOW1.Explain what method works2.Use the method formMake the client feel:It will work for me ATTITUDE Honest,Professional and cheerfulGive a short explanation on how the method works.You should always include the clients need and offer clear solutions and advantages.Make connections!第20页21Monday to Friday:9:00 am to 9:00 pm Saturday&Sunday:9:00 am to 7:00 pmCONSULTATIONSTEP 11:MULTIMETHOD SOCIAL CLUB ACTIVITYWITH FOREIGN TEACHER12 STUDENTS MAXIMUMENGLISH CORNER+E-VILLAGEMUST CREATE VALUE!CLASS WITH FOREIGN TEACHER 4 STUDENTS MAXIMUMFLUENCY CLASSWITH FOREIGN TEACHER8 STUDENTS MAXIMUMCOMPLETE STUDENT MANUALPREPARATION IN THE SPEAKING ZONE or ENGLISH ANYTIME STUDY ADVISORAny questions?第21页22OBJECTIVECONSULTATIONSTEP 12:FeedbackLINE OF ARGUMENT1.Ultimate flexibility in time and physical location2.Additional fun content via the internet3.Customized study level4.Exercise review 5.Great control over studying pace6.Additional exercises and dictionaries7.On-line service(reserve activity,review schedule,check progress,update information,the Villge,English Anytime)Explain advantages of English Anytime第22页23WALL STREET ENGLISHBrief History“正如您所知道，我们是一所国际化英语语言培训学校。我们目标正如您所知道，我们是一所国际化英语语言培训学校。我们目标是提升学生英语沟通能力。我们不是要教学生经过考试简单方法而是提升学生英语沟通能力。我们不是要教学生经过考试简单方法而是锻炼学生沟通技能使得他们真正能够在生活和工作当中应用英语。是锻炼学生沟通技能使得他们真正能够在生活和工作当中应用英语。我们学校最早于我们学校最早于1972年在意大利成立。我们在全世界有年在意大利成立。我们在全世界有30多年英语多年英语培训经验。现在我们在全世界有超出培训经验。现在我们在全世界有超出400个学习中心，包含欧洲，个学习中心，包含欧洲，南美洲和亚洲。华尔街于年南美洲和亚洲。华尔街于年6月进入中国，现在北京，上海，广州月进入中国，现在北京，上海，广州共有共有14所中心。亚洲香港，台北，新加坡，泰国也有华尔街中心。所中心。亚洲香港，台北，新加坡，泰国也有华尔街中心。我们已经成功培训了超出我们已经成功培训了超出1,000,000名象您一样成年人讲流利英文名象您一样成年人讲流利英文”第23页24CONSULTATIONSTEP 13:Customer Feedback“DO YOU HAVE ANY QUESTIONS?”第24页25OBJECTIVELINE OF ARGUMENTLevel reached at the end of eachstage CREATE VALUE!1.Survival2.Way stage3.Upper Way stage4.Threshold5.Milestone6.Mastery7.BOL(1-6)CONSULTATIONSTEP 14:Level DescriptionHOWIntroduce WSI courses with PCPAccording to customers needs第25页26OBJECTIVELINE OF DISCUSSIONRESOURCESTOOLSDesign WSI courses“WSI has what I need”CREATE VALUE!Offer 2 optionsPaint the picturePCPShow Level Select SoftwareThe method is 17 levels Lets say you start on.You need to come back for entrance test.Well find out with the test.Level 3 is a basic knowledge of English.On the 6th youll begin to develop fluency,the 9th is high communication ability and the 12th is an advanced level.CONSULTATIONSTEP 15:Personal CourseProposal on PCP第26页27BOL1BOL2BOL3BOL4BOL5BOL6第27页28PAINTING THE PICTUREIn 3 months Miss Wang,you will-In 6 months Miss Wang,you will be able to express yourself more clearly in you meetings,documents,reports at Motorola.In 9 months Miss Wang,you will-In just one year Miss Wang,you will have improved 6 levels and you will be much more confident in those meetings at Motorola.You will be able to do the translations for your boss at Motorola and Im sure he will be very happy and he will have to give you a raise in salary or a promotion!第28页29OBJECTIVECONSULTATIONSTEP 18:Total Price ExplanationLINE OF DISCUSSION1.The total tuition fee is,32,7002.What do you think?3.Expensive?NO!4.Its a investment for your future.5.Make them suffer6.Paint the picture.HOW1.Explain the total price without any discount!2.write down on PCPYou get your moneys worth ATTITUDE Calm,Firm,confident,Professional第29页30OBJECTIVECONSULTATIONSTEP 19:Price Value Build-upLINE OF DISCUSSION1.Unlimited lab hours2.Students manuals3.Diskettes4.Conversation Classes5.Social Club Activities6.English Corner7.Guarantee HOW1.Explain what price includes2.Write down on PCPBuild up the price value ATTITUDE Professional,confident第30页31CONSULTATIONSTEP 20:Guarantee ExplanationExplain the Guarantee Letter to the Client第31页32CONSULTATIONSTEP 21:Ask of Clients Feedback“DO YOU HAVE ANY QUESTIONS?”第32页33OBJECTIVECONSULTATIONSTEP 22:OvercomeObjectionsLINE OF ARGUMENT 1.Think its expensive2.What if I dont like it later on?3.What if I give up?4.What about grammar?5.Can one learn a language with a computer?6.Is this American or British English?7.I spend all day in front of a monitor it sounds boring.8.I have to ask my husband/wife/parents9.How do you guarantee the result?10.How do I study English as an Beginner?Overcome clientsobjections第33页34Key Concepts of Selling ProcessOvercome Objection 你们今天让我来干什么？我想来拿无偿资料。你们今天让我来干什么？我想来拿无偿资料。我不喜欢网上学习我不喜欢网上学习/对着电脑学习。对着电脑学习。这和在家学习有何不一样？这和在家学习有何不一样？你们是依据什么定价？为何这么贵？你们是依据什么定价？为何这么贵？外面学校都很廉价，只要几千元。外面学校都很廉价，只要几千元。这么贵价格才上这几节外教课。这么贵价格才上这几节外教课。你们和你们和WEB有何区分？比他们好在哪里？有何区分？比他们好在哪里？我想要去新东方看看，再比较一下。我想要去新东方看看，再比较一下。我有朋友在这学习，好像效果不怎么样。我有朋友在这学习，好像效果不怎么样。你们会有效果吗？先让我尝试一下看看效果怎样。你们会有效果吗？先让我尝试一下看看效果怎样。我父母说你们不固定学习时间，不适合我。我父母说你们不固定学习时间，不适合我。我没有时间我没有时间/没有钱没有钱/没有用英语机会没有用英语机会/学了不用就忘了学了不用就忘了我不想学这么长时间，只想学两三个月。我不想学这么长时间，只想学两三个月。第34页35Key Concepts of Selling ProcessOvercome Objection 我只想经过考试。我只想经过考试。我先在家自学一段时间再来吧，其实关键要看自己。我先在家自学一段时间再来吧，其实关键要看自己。我要等我工作了我要等我工作了/找到好工作找到好工作/结婚后再说。结婚后再说。先付个定金吧先付个定金吧/不学可退吗？不学可退吗？我要回去问问我父母。我要回去问问我父母。我打个电话问一下我老公我打个电话问一下我老公/老婆老婆/朋友朋友你能够把你们教材放给我看看吗？你能够把你们教材放给我看看吗？我能够现在做个测试吗？我能够现在做个测试吗？我再考虑一下吧，我这个人消费是非常理智。我再考虑一下吧，我这个人消费是非常理智。我假如付我假如付2万多，你能确保我英语流利交流吗？万多，你能确保我英语流利交流吗？假如我要学话，你们不优惠我也无所谓。假如我要学话，你们不优惠我也无所谓。我不喜欢廉价东西。我不喜欢廉价东西。好，我再考虑一下给你回复好吗？好，我再考虑一下给你回复好吗？我心里价位我心里价位2万，万，2万我就报。万我就报。第35页36CONSULTATIONClose Priorities1.Contract signed2.Get a Deposit and book ET appointment3.Book 2nd Appointment for ET or Demo第36页37OBJECTIVECONSULTATIONSTEP 23:ScholarshipIntroductionTOOLS Pre-Registration Form CD/DCDHOW1.Introduce scholarship.2.Write down 5,200RMB discount on PCP3.Explain what the scholarship is paying for3.Limited quota,Make client want itGet deposit A unique opportunity!第37页38CONSULTATIONHow to get deposit1.Under direction of standard Center procedure2.CD/DCD to provide assistance only if need3.Complete Pre-Registration Form4.Limited availability per month5.Pay deposit 6.After deposit talk第38页39CONSULTATIONSTEP 24:CloseOffer Orientation Class1.Take out Orientation Class booking schedule2.Give 2 choices for the customer to attend Orientation Class3.Take out Registration contract and start writing4.Ask for payment(cash or credit card?)第39页40STEP 25:Close 2nd InterviewOBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSClose Second InterviewLet us make the appointment for the entrance test?Tomorrow or the day after?Let us make the appointment for the free demo lesson?Tomorrow or the day after.Give a CHOICE.Never a“NO”option answer.Arrange interview with determination and confidencePersonal agenda Business card with date and time PRESENTATION第40页41REGISTERING ATWALL STREET ENGLISH Registration Contract Contract terms Study agreement Entrance test result Book orientation class第41页42CONSULTATIONSTEP 26:Hand out information Hand out the WSE Orange Brochure and PCP,Entrance Test color printed result Show them out of the center,say good-bye Remind them of date/time of 2nd appointment第42页43SIGN CONTRACT AND COLLECT 签署协议并收款OBJECTIVES目标目标MY CONSULTANT WILL HELP ME我学生顾问会帮助我I REALLY ENJOYED THE FRIENDLY AND PROFESSIONAL ATMOSPHERE我真很喜欢那种友好、职业气氛ITS IMPORTANT TO USE THE METHOD PROPERLY 恰当使用这种方法很主要THE CLIENT MUST LEAVE WITH THE FOLLOWING CONCEPTS:客客户必须带着以下概念离开：户必须带着以下概念离开：PROMOTION OF THE MONTH当月促销CREDIT CHECK信誉支票CLOSINGTOOLS伎俩伎俩SALE TO PRIVATE INDIVIDUALS The Second Interview IM PLEASED.IVE MADE THE RIGHT DECISION.ILL TELL MY FRIENDS ABOUT IT我很高兴，我作出了正确决定。我会告诉我朋友第43页44WELCOME欢迎欢迎THE SECOND INTERVIEW:The ProcessVERIFY OBJECTIONS确定目标确定目标ENTRANCE TEST入学测试入学测试CLOSE SALE达成意向达成意向SIGN CONTRACT签署协议签署协议AFTER-SALE售后服务售后服务IF YOU DO NOT CLOSE若没达成意向若没达成意向第44页45OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSThe client should feel happy to be back and welcomed.Say his/her name.We should comment on something about him/her which was mentioned during the First Presentation.So,how was the weekend in the mountains?Did you manage to get the driving license?Make the client feel comfortableCheerful.Smiling.PCP(we have read it before)their return to the Center THE SECOND INTERVIEW:Welcome第45页46OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSThe client should have no doubts,because s/he will sign up after the Entrance Test.Prepare to close.Have you got any questions on what we were talking about yesterday?(They will normally ask questions about the product.They have already decided to buy.)To the point.Do not waste time.Interested,Professional.We want to help.Blank sheet of paperTHE SECOND INTERVIEW:Checking Objections第46页47OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSThe client must buy now!Help him/her decide.Do you want to do_ or_ levels?Are you determined to go to T3?When do you want to start,_ or_?Give them a CHOICE.This course or this other one?ExpertPCP,Registration FormTHE SECOND INTERVIEW:Closing第47页48OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSCongratulations!Sign the contract Down-payment“Lets fill in the forms.Your full name is.And you live at.Thats near.Your office phone number?”Read aloud while you are writingProfessional dialogueContract.Receipt.Welcome letter,First Lesson Book,Guarantee,Appointment Card with date&time of First Lesson,Loan PapersTHE SECOND INTERVIEW:Sign the Contract第48页49OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSS/he has made the right choiceWhen learning a language,DEDICATION is fundamental.We will meet regularly to make sure that you are satisfied and making good progress.Lets see.well meet after your First Lesson.Entrance Test Happy and RelaxedTHE SECOND INTERVIEW:After ClosingBusiness CardInformation Folder第49页50OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSClose another interview for a Demonstration or Complement