华尔街课程顾问销售技能培训市公开课一等奖省赛课微课金奖课件.pptx

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,1,Q&A,Gloria Ge,-10-6,WSE SALES TRAINING,第1页,2,Close the contract,2nd appointment,Sign the contract and leave big deposit,2nd appointment,Sign the contract and leave small deposit(500RMB or less),2nd appointment,Leave big deposit(10%),2nd appointment,Small deposit,2nd appointment,2nd appointment,Make the client like you Establish a relationship,！,First Interview for Sales Presentation,OBJECTIVES,No Deposit,no 2,nd,;No 2nd,no contract,！,第2页,3,First Interview for Sales Presentation,主要性,-Why English,有效性,-Why WSE,紧迫性,-Why Now,THE CLIENT SHOULD LEAVE WITH BELOW 3 PROBLEMS SOLVED,第3页,4,Preparation,The Presentation,Process,Welcome Client,Ice breaking,Show Center,Promotion gift,Q&A,Biz Card Exchange,Solution&Advantage,Self Introduction,第4页,5,OBJECTIVE,To Have Prepared,To be mentally and physically ready to give a great presentation,1.Personal appearance,2.Clean and tidy office,3.Stationery,4.Business card,5.Registration form,6.Handout,7.PCP,CONSULTATION,STEP 1:,Preparation,8.Sales Manual,-Scholarship Certificate,-Guarantee letter,-Price list,-New/renew contract,-Method explanation,-Level description,ATTITUDE,Confident&Professional,You never have a second chance to make a first impression,第5页,6,Establish a relationship&make a great first impression,Professional,Natural,Confident and Friendly,CONSULTATION,STEP 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 around,OBJECTIVE,HOW,ATTITUDE,第6页,7,OBJECTIVE,Establish a relationship and win the trust,1.Smile,2.How did you come here/convenient,3.Talk about weather,traffic,4.Do you have any friend used to study here?,Natural,Confident,Pleased,Be a friend,CONSULTATION,STEP 3:,Break the Ice,HOW,ATTITUDE,Small Talk with the client when you show the center,第7页,8,OBJECTIVE,LINE OF ARGUMENT,RESOURCES,ATTITUDE,TOOLS,Visualize 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/staff,The whole Center,staff,students,CONSULTATION,STEP 4:,Show Center,Only need simply introduce the different facility,第8页,9,Cheerful,Happy,Excited&Professional,CONSULTATION,STEP 5:,Promotion GiftHandling,OBJECTIVE,HOW,ATTITUDE,1.Hand the gift to the client,2.Explanation of the promotion gift,3.Congratulate them,Give free gift to the client Congratulations,第9页,10,Cheerful,Happy,Professional,CONSULTATION,STEP 6:,CCs Role Introduction,OBJECTIVE,HOW,ATTITUDE,1.Introduce yourself to the client,2.Your name again,and Chinese name,3.Tell the client what you are going to do next today,4.Tell the client whats your responsibility in the future,CC self-introduction to the client,第10页,11,Nice,Professional,CONSULTATION,STEP 7:,Biz card exchange,OBJECTIVE,HOW,ATTITUDE,1.This is my Biz card,2.Lets change the card,3.Thanks/Its Ok,Then bring me next time,Get clients Biz card/prepare for the next step:Q&A,第11页,12,Key Concepts of Selling Process,Opportunity,Need,Feature,Close,Probe,Benefit,Persuade,KEY CONCEPT OF THE SELLING PROCESS,第12页,13,OBJECTIVE,HOW,ATTITUDE,1.Guild the client talk,2.Listen,3.Take notes,Care,Interested,Focus,Friendly,Encourage,Guild,CONSULTATION,STEP 8:,Q&A,Desire&Decision maker,第13页,14,Key Concepts of Selling Process,KEY QUSETIONS TO ASK CLIENTS,过去,1,现在,2,未来,3,英语学习,A,A1,A2,A3,工作生活,B,B1,B2,B3,B3=Desire,Benefit Investment,第14页,15,Key Concepts of Selling Process,KEY QUSETIONS TO ASK CLIENTS,Start from Biz card,Yes:describe the Biz card,No:Ask the information of the Biz card,Biz Card information includes,:,Company name:,industry/company(development),Job title:,How long with the company/position,Position in the company(development),Position detailed job responsibility,Address:,Time/Traffic,第15页,16,A2:,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,17,KEY 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,+,诊疗,大班讲课,中教老师，老师质量,缺乏语言环境,发音不准不敢开口,担心害羞尴尬不敢开口,死记硬背，前背后忘,汉字思维,经常出差加班时间不固定,惰性，无法坚持,第17页,18,OBJECTIVE,CONSULTATION,STEP 9:,Solution&Advantages,LINE OF DISCUSSION,1.Review whats the client current English situation,problems,objectives,2.Find out clients Key problems that can be only solved by WSE,3.Offer solution:I think what you need is,4.Then Let me introduce how WSE could help you to solve such problems and reach your learning objectives,ATTITUDE,Professional,Bridge for the Q&A to Method,Brief idea for both Client and CC,Feature and Benefit,第18页,19,FAB Talk,Feature,Benefit,Advantage,Products,characteristics,The detailed,advantages,Products,value to clients,has,features,that is,to say,so you,can,第19页,20,OBJECTIVE,CONSULTATION,STEP 10:,Method,LINE OF DISCUSSION,HOW,Explain what method works,Use the method form,Make the client feel:,It will work for me,ATTITUDE,Honest,Professional and,cheerful,Give 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,21,Monday to Friday:9:00 am to 9:00 pm Saturday&Sunday:9:00 am to 7:00 pm,CONSULTATIONSTEP 11:,MULTIMETHOD,SOCIAL CLUB ACTIVITY,WITH FOREIGN TEACHER,12 STUDENTS MAXIMUM,ENGLISH CORNER,+,E-VILLAGE,MUST CREATE VALUE!,CLASS WITH FOREIGN TEACHER 4 STUDENTS MAXIMUM,FLUENCY CLASS,WITH FOREIGN TEACHER,8 STUDENTS MAXIMUM,COMPLETE STUDENT MANUAL,PREPARATION IN THE SPEAKING ZONE or ENGLISH ANYTIME,STUDY ADVISOR,Any questions?,第21页,22,OBJECTIVE,CONSULTATION,STEP 12:,Feedback,LINE OF ARGUMENT,1.Ultimate flexibility in time and physical location,2.Additional fun content via the internet,3.Customized study level,4.Exercise review,5.Great control over studying pace,6.Additional exercises and dictionaries,7.On-line service(reserve activity,review schedule,check progress,update information,the Villge,English Anytime),Explain advantages of English Anytime,第22页,23,WALL 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。我们学校最早于1972年在意大利成立。我们在全世界有30多年英语培训经验。现在我们在全世界有超出400个学习中心，包含欧洲，南美洲和亚洲。华尔街于6月进入中国，现在北京，上海，广州共有14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 1,000,000 名象您一样成年人讲流利英文,”,第23页,24,CONSULTATION,STEP 13:,Customer Feedback,“DO YOU HAVE ANY QUESTIONS?”,第24页,25,OBJECTIVE,LINE OF ARGUMENT,Level reached at the end of each,stage,CREATE VALUE!,Survival,Way stage,Upper Way stage,Threshold,Milestone,Mastery,BOL(1-6),CONSULTATION,STEP 14:,Level Description,HOW,Introduce WSI courses with PCP,According to customers needs,第25页,26,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,TOOLS,Design WSI courses“WSI has what I need”,CREATE VALUE!,Offer 2 options,Paint the picture,PCP,Show Level Select Software,The 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.,CONSULTATION,STEP 15:,Personal CourseProposal on PCP,第26页,27,BOL 1,BOL 2,BOL 3,BOL 4,BOL 5,BOL 6,第27页,28,P,A,I,N,T,I,N,G,T,H,E,P,I,C,T,U,R,E,In 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,29,OBJECTIVE,CONSULTATION,STEP 18:,Total Price Explanation,LINE OF DISCUSSION,1.The total tuition fee is,32,700,2What do you think?,3.Expensive?NO!,4.Its a investment for your future.,5.Make them suffer,6.Paint the picture.,HOW,1.Explain the total price,without any discount,!,2.write down on PCP,You get your moneys worth,ATTITUDE,Calm,Firm,confident,Professional,第29页,30,OBJECTIVE,CONSULTATION,STEP 19:,Price Value Build-up,LINE OF DISCUSSION,Unlimited lab hours,Students manuals,Diskettes,Conversation Classes,Social Club Activities,English Corner,Guarantee,HOW,Explain what price includes,Write down on PCP,Build up the price value,ATTITUDE,Professional,confident,第30页,31,CONSULTATION,STEP 20:,Guarantee Explanation,Explain the Guarantee Letter to the Client,第31页,32,CONSULTATION,STEP 21:,Ask of Clients Feedback,“DO YOU HAVE ANY QUESTIONS?”,第32页,33,OBJECTIVE,CONSULTATION,STEP 22:,Overcome,Objections,LINE OF ARGUMENT,Think its expensive,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/parents,9.How do you guarantee the result?,10.How do I study English as an Beginner?,Overcome clientsobjections,第33页,34,Key Concepts of Selling Process,Overcome Objection,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/对着电脑学习。,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？,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。,你们和,WEB,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。,我父母说你们不固定学习时间，不适合我。,我没有时间/没有钱/没有用英语机会/学了不用就忘了,我不想学这么长时间，只想学两三个月。,第34页35,Key Concepts of Selling Process,Overcome Objection,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。,我要等我工作了/找到好工作/结婚后再说。,先付个定金吧/不学可退吗？,我要回去问问我父母。,我打个电话问一下我老公/老婆/朋友,你能够把你们教材放给我看看吗？,我能够现在做个测试吗？,我再考虑一下吧，我这个人消费是非常理智。,我假如付2万多，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。,我不喜欢廉价东西。,好，我再考虑一下给你回复好吗？,我心里价位2万，2万我就报。,第35页,36,CONSULTATION,Close,Priorities,Contract signed,Get a Deposit and book ET appointment,Book 2nd Appointment for ET or Demo,第36页,37,OBJECTIVE,CONSULTATION,STEP 23:,ScholarshipIntroduction,TOOLS,Pre-Registration Form,CD/DCD,HOW,Introduce scholarship.,Write down 5,200RMB discount on PCP,3.Explain what the scholarship is paying for,3.Limited quota,Make client want it,Get deposit,A unique opportunity!,第37页,38,CONSULTATION,How to get deposit,Under direction of standard Center procedure,CD/DCD to provide assistance only if need,Complete Pre-Registration Form,Limited availability per month,Pay deposit,After deposit talk,第38页,39,CONSULTATION,STEP 24:Close,Offer Orientation Class,1.Take out Orientation Class booking schedule,2.Give 2 choices for the customer to attend Orientation Class,3.Take out Registration contract and start writing,4.Ask for payment(cash or credit card?),第39页,40,STEP 25:,Close 2nd Interview,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,Close Second Interview,Let 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 confidence,Personal agenda Business card with date and time,PRESENTATION,第40页,41,REGISTERING ATWALL STREET ENGLISH,Registration Contract,Contract terms,Study agreement,Entrance test result,Book orientation class,第41页,42,CONSULTATION,STEP 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 2,nd,appointment,第42页,43,SIGN CONTRACT AND COLLECT,签署协议并收款,OBJECTIVES,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,CLOSING TOOLS,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,44,WELCOME,欢迎,THE SECOND INTERVIEW:,The Process,VERIFY OBJECTIONS,确定目标,ENTRANCE TEST,入学测试,CLOSE SALE,达成意向,SIGN CONTRACT,签署协议,AFTER-SALE,售后服务,IF YOU DO NOT CLOSE,若没达成意向,第44页,45,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,The 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 comfortable,Cheerful.Smiling.,PCP(we have read it before),their return to the Center,THE SECOND INTERVIEW:,Welcome,第45页,46,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,The 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 paper,THE SECOND INTERVIEW:,Checking Objections,第46页,47,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,The 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?,Expert,PCP,Registration Form,THE SECOND INTERVIEW:,Closing,第47页,48,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,Congratulations!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 writing,Professional dialogue,Contract.Receipt.Welcome letter,First Lesson Book,Guarantee,Appointment Card with date&time of First Lesson,Loan Papers,THE SECOND INTERVIEW:,Sign the Contract,第48页,49,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,S/he has made the right choice,When 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 Relaxed,THE SECOND INTERVIEW:,After Closing,Business Card,Information Folder,第49页,50,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,Close another interview for a Demonstration or Complementary Class,English Corner or Social Club Activity.,Would you like t