健身俱乐部会籍顾问培训资料专题培训课件.ppt

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,WWW.DESIGNERSPARADISE.COM,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,WWW.DESIGNERSPARADISE.COM,By,杜小二,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text stylesSecond level,Third level,Fourth level,Fifth level,*,WWW.DESIGNERSPARADISE.COM,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,WWW.DESIGNERSPARADISE.COM,By,杜小二,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,Click to edit Master title style,Click to edit 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level,*,WWW.DESIGNERSPARADISE.COM,By,杜小二,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,健身俱乐部会籍顾问培训资料,资源获取,01,THE FIRST,定义：号码，目的，家庭住址，上下班时间，微信，健身史，工作单位,三要素：姓名，性别，电话,资源获取渠道,1.,外出获取：,2.BR,；,3.DI,；,4.,自媒体（微信，转转，闲鱼，探探，陌陌，贴吧，快手，,QQ,，,58,，美团）,1.,外销阵地；,2.WI,联盟商家,资源获取,1.,提出适当理由,2.,递上名单，征求推荐,3.,取得资料,4,不断尝试,BR,外场,1.,高峰期,2.,下课,3.,蜜月期,BR,内场,1.,设计开场白,2.,派单开始,3.,建立默契,4.,要求,外展派单,电话邀约,谈话时请保持微笑，采取站立或者端坐姿势以便不影响你的发音，保持热情,身体直立，抬头保持微笑,身体,语言,音调高低，音调变化，说话方式，口齿清晰，语速，语言风格,个人,印象,声音,邀约电话拨打结构,快速询问对方是否方便接听,告知得到对方电话,自我介绍，称呼问候,打电话原由,确定时间,礼貌致谢,如何保证预约到访率：,1.,回访；,2.,话术（关心理解顾客的感受）；,3.,资源高质量,内场参,观流程,2.,介绍,3.,揣摩顾客大意,4.RX/,设备试用,5.,扼要陈述，报价，处理担忧,6.,高层介入（,TO,）,7.,售后服务（,POS,）,TO,；,1.,高价卡,2.T,未办卡,3.,查会籍有没有乱承诺,1.,准备,内场参观：准备,香水，口喷，头发，皮带，衣服,谈单夹，入会表，,BR,单，,GFP,，报价单，课程表，谈单纸两只以上的笔,被拒绝的心里准备，坚定的信心，自我鼓励微笑,提前通知教练部做好,RX,准备,目的,建立默契,了解顾客目标动力驱动力,揭示顾客前在担忧,内容,基础信息,运动史,健身规划,饮食计划,参观导览：介绍,一,.,第一印象,二,.,介绍步骤,1.,问候顾客及自我介绍,2.,欢迎光临俱乐部,3.,询问顾客他们希望使用的名字,4.,强有力而适度的握手,3.,打破僵局话术,Xx,先生,/,女士，在参观俱乐部之前，请允许我用几分钟的时间谈谈您今天来俱乐部的原因以及您需要哪种健身计划，然后，我会带您参观我们俱乐部并说明我们俱乐部是如何帮助您达到自己的目标的，最后我会给您推荐一款适合您的产品并告诉您价格，您这边坐一下,4.,设立期望值,1.,解除顾客对于未知的恐惧,2.,确认客户有时间完成整个流程,3.,避免客户不停问价格,4.,建立与顾客之间的信任感,1.,注意个人外表,2.,保持活力和激情,3.,保持微笑,4.,用柔和舒适眼神接触顾客,5.,说话声音要柔和婉转,6.,使用适当的身体语言,3.,打破僵局话术,内场参观,特色和益处,一定要让顾客感觉到有好处,MC,带（,PT,指导）建立默契提升专业性顾客和,MC,变成老师与学生,MC,在场了解顾客信息，学习专业监督教练说价格，了解顾客质量，提供服务,参观,体验,RX,参观俱乐部需要,做到的三件事,1.,说明各区域项目特色和益处,2.,顾客体验式销售人员展示健身设备,3.,描述所有服务项目,参观中注意事项,1.,参观路线选择,2.,各区域讲解规范,3.,在参观过程中解决顾客担忧,标准化讲解,1.,设备名称,2.,设备作用,3.,设备的好处,4.,调试配重片及设备位置,5.,身体姿态及握姿,6.,运动轨迹,7.,呼吸方式,8.,注意事项,9.,创造愿景,为什要来俱 乐部办卡,需求,需求人群,健身目标,目标动力,驱动力,1.,减肥,2.,增肌,3.,塑形,4.,体质,5.,产后,6.,康复,7.,运动表现,健身减重，改善体质，,锻炼肌肉，运动表现,目标：我想养成运动习惯,动力,;,有自己的需求点,驱动力：人们最强烈的运动目标,运动需求运动习惯，,社交需求，身份地位,如何找到顾客三个需求层次,1.,沟通技巧,2.,需求层次,3.,客户担忧,SAIAO,1.,提问,2.,倾听,3.,表示理解,4.,给正确信息提供正确信息,5.,停顿,沟通技巧,提问,1.,开放式问题,2.,封闭式问题,3.,试探性问题,4.,问题的来源,5.GFP,6.,跟进式问题,倾听,正确行为,1.,目光接触,2.,身体语言,3.,适当笔记,4.,适时回应,5.,适当提问,错误行为,打断客户,心不在焉,分神其他事物,假装知道顾客将要说什么,表示理解需要做到的三点,实时情感,1.,表明你已经认真倾听了顾客的谈话,2.,表明你已经完全明白了顾客的意思,3.,表示你对顾客的关心,提供正确信息的目的,时机内容,1.,回答顾客提问,2.,向顾客说明俱乐部如何帮助他们解决问题，使他们达到目标,3.,谈论健身知识，让顾客觉的你可信,4.,建立客户对俱乐部的信任,核心产品：专业,+,服务,=,效果,+,感受,停顿,1.,当需要顾客做出选择时,2.,沉默对顾客是一种压力,3.,最重要的停顿：报价完毕后,处理客户担忧 地七步,加入标题,加入标题,1.,倾听顾客,的整个担忧,2.,表示理解,单击此处可编辑内容，根据您的需要自由拉伸文本框大小单击此处可编辑内容，根据您的需要自由拉伸文,3.,提出问题，孤立并阐明担忧,4.,提供信息解决担忧（,a.,提供新信息；,b.回到简介阶段）,5.,重燃热情,6.,再次报价,7.,结束并等待,回答（成交）,扼要陈述的四个阶段,一,.,健身俱乐部主要信息和项目；公司介绍手册,二,.,描述塑身的各个阶段：初始期，成效期，维持期,三,.,创造愿景：帮助客户想象，他们一旦达到他们的健身目标会是怎么样的一个样子，将拥有什么样的感觉，从而激起客户兴奋认同长期锻炼,四,.,得到承诺：,1.,针对之前了解的顾客潜在担忧提问，获得承诺,2.,获得客户对成为会员的认可,扼要陈述原因：,通过会所手册详细介绍,俱乐部的所有设施和服务,报价前的自然过渡,T O,找经理,TO,的前提：,确保会员带了钱（拿走信用卡）,确保顾客只剩下“钱”的担忧心理价位）,会员喜欢的运动项目,经理,TO,出场,4,句开场白：,请问是否满意,/,喜欢我们俱乐部,对,MC,的服务是否满意,喜欢的运动项目,请客户帮一个忙,客户变卦,01,Option here,02,Option here,03,Option here,04,Option here,1,经理施加压力给,MC,2,帮助自己帮助他人,3,TO,礼品,4,经理走掉,定金,05,Option here,5,MC-,客户,0,A.,接下来会做,PT,规划,B.,做规划的好处,C.,规划是免费的，私教是收费的，可以自己决定买还是不买,教练姓名，专业方向（符合目标的）。,A.,会员基本情况,B.,目标动机，驱动力,P,O,S,如何做交接：,MC,教练经理,/,教练,MC,介绍,PT,：,客户服务的三个级别,优秀的客户服务,优秀客户服务接触到你的消费者的情感需求和实际需求,标准客户服务,为需要你的帮助的人做一些事情,高质量的客户服务,关心客户的实际需要和情感需要，还要预先了解他们的需要,客户服务的目标：,BR,，续会,客户服务的具体标准,入会第二天打电话给会员,会员前三次到店锻炼全程陪同,会员七天没来锻炼联系提醒预约,逢年过节，会员生日，天气变化，活动联系会员,会员一个月内到期通知提醒并邀约续会,定期和所有维护会员保持联系,WORK REPORT,简约,通用,Please replace text,click add relevant headline,can copy your content to this directly.Headline.,