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Търговски умения, Управление на бизнеса3 май 2017 г., 10.00 – 17.15 часа
София, зала КИТОВ ЦЕНТЪР, ул. „Люлин планина” № 33 а
Лектор: Иван Танев – специалист продажби и водене на търговски преговори
Обучението развива уменията на хората, извършващи продажби и основно на тези, които извършват продажби по телефона. Представя принципите на подготовка и извършване на успешни преговори и продажби по телефон, ориентирано към клиента поведение, разпознаване на потребностите на клиента, умело задаване на въпроси, умения за презентация пред клиенти по телефона.
Освен теоретична част, обучението включва и практическа част, в която участниците трябва сами да преговарят по реални казуси от тяхното ежедневие. Това им дава възможност да приложат наученото по време на обучението. Презентацията се заснема и анализира, а на участниците се дава индивидуална обратна връзка.
Програма
Модул 1- Език и говор
- Усмивката, мимиките и жестовете по телефона.
- Преодоляване на сценичната треска по телефона.
- Гласът по телефона. Подборът на думите по телефона.
- Интонация, емоционалност, строеж на фразата.
- Вашите способности да се изразявате.
- Стандарти за поведение по телефона.
- Организация на работното пространство.
- Някои грешки при разговор по телефона, които влияят отрицателно върху имиджа на фирмата ни.
- Фази на телефонния разговор.
- Основни етапи на подготовката за телефонен разговор.
- Собствената настройка.
- Преодоляване на “лични бариери” при встъпването в контакт по телефона.
- Започване на разговора.
- Психологически начини за настройване за успешни телефонни разговори.
- Настройка на разговора според нивото на компетентност на събеседника ни.
- Изучаване на потребностите.
- Основни правила за ефективно възприемане на информацията.
- Офериране.
- Потвърждение.
- Приключване на продажбата.
- Дейности след разговора.
Модул 2 – Обработка на входящи разговори по телефона (inbound selling)
- АВС – анализ на клиенти и стоки или услуги.
- Вашите комуникативни способности.
- Техниката за ефективно задаване на въпроси.
- Провеждането на разговорите по сценарий.
- Диагностика на намеренията на клиента или деловия партньор по гласа.
- Активното слушане.
- Техники за манипулиране на продължителността на разговорите.
- Кръстосани продажби.
- Управление на отношенията с клиентите.
Модул 3 – Активни или студени разговори (outbound selling)
- Стратегиите за „студено” търсене и намиране на клиенти.
- Източници за намиране на клиенти.
- Изходящи разговори.
- Как правилно да започнем разговора по телефона – значението на първите думи.
- Думите, които не бива да употребяваме.
- Установяване на човека, който взима решенията и преодоляване на бариерите при достигането му.
- Основни етапи на разговора, стратегия за воденето му.
- Презентация.
- Продажбени техники.
- Как да представим за предимствата на нашия продукт или услуга.
- Обработката на възраженията в 6 стъпки:
– слушане
– въпроси
– перефразиране
– изолиране на възражение
– представяне на решение
– затваряне.
- Видове възражения и техния смисъл.
- Техники за ефективно справяне със съмненията и възраженията на клиентите.
- Грешки при телефонирането.
Модул 4 – Аргументация и възражения
- Как да аргументираме цената. Цена и ценност.
- Как да съобщим неприятните новини на клиента
- Продажби чрез консултиране.
- Как да помогнем на клиента да вземе решение
- Анализ на ефективността на дейностите ви по телефона
- Предимства от използване на CRM система
Модул 5 – Среща с клиента
- Как да защитим доброто впечатление, създадено по телефона.
- Междуличностна комуникация. Вербална, невербална и паравербална комуникация.
- Комуникация с “трудни” хора.
- Процесът на преговори. Основни елементи на преговарянето.
- Харвардска концепция.
- Мотиви за покупка.
- Положителни комуникационни стимули.
- Приключване на продажбата. Сигнали за готовност за покупка.
- Работа с „трудни” клиенти. Обработка на оплаквания и рекламации.
Участниците в обучението получават сертификат.
Китов Център гарантира винаги високо качество.
Най-добрите специалисти ще отговорят на всички ваши въпроси.
Ефективни обучения в малки групи.
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