华尔街课程顾问CC专业培训资料课件

WSE

SALES

TRAININGQ&AGloria

Ge2012-10-61FirstInterviewforSalesPresentationOBJECTIVES1.

Close

the

contract,

2nd

appointment2.

Sign

the

contract

and

leave

big

deposit,

2nd

appointment3.

Sign

the

contract

and

leave

small

deposit

(500RMB

or

less),

2ndappointment4.

Leave

big

deposit(10%),

2nd

appointment5.

Small

deposit,

2nd

appointment6.

2nd

appointment7.

Make

the

client

like

you–

Establish

a

relationship！No

Deposit,

no

2nd;

No

2nd,

no

contract！2FirstInterviewforSalesPresentationTHE

CLIENT

SHOULD

LEAVE

WITH

BELOW

3

PROBLEMS

SOLVED•

重要性

---

Why

English•

有效性

---

Why

WSE•

紧迫性

---

Why

Now3PreparationThePresentationWelcome

ClientIce

breakingProcessShow

CenterPromotion

giftSelf

IntroductionBiz

Card

ExchangeQ&ASolution

&

Advantage………4CONSULTATIONSTEP

1:To

be

mentally

and

physicallyready

to

give

a

great

presentationOBJECTIVEPreparationTo

HavePrepared1.Personalappearance

8.SalesManual2.Cleanandtidyoffice3.Stationery-

ScholarshipCertificate-

Guaranteeletter-

Pricelist4.Businesscard5.Registrationform6.HandoutYou

neverhave

asecond-

New/renewcontract-

Methodexplanation-

Leveldescriptionchance

tomake

afirst7.PCPATTITUDEimpressionConfident

&

Professional5CONSULTATIONSTEP

2:Welcome

ClientEstablish

a

relationship

&make

a

great

first

impressionOBJECTIVEHOW1.Readthoughthequestionnaire2.Walkdirectlytotheprospect3.Introduceyourself/Shakehands4.Welcometheprospect:Welcome,mynameis…,I’myourcourseconsultant…,Isyour1sttimetocome?5.WalkwiththeprospectandshowaroundProfessional,

Natural,ATTITUDEConfident

and

Friendly6CONSULTATIONSTEP

3:Establish

a

relationship

and

winthe

trustOBJECTIVEBreak

the

IceHOW1.Smile2.Howdidyoucomehere/convenient3.Talkaboutweather,traffic…Small

Talkwith

theclient4.Doyouhaveanyfriendusedtostudyhere?when

youshow

thecenterNatural,

Confident,

PleasedATTITUDEBe

a

friend7Visualize

the

LearningProcess/Warm

upCONSULTATIONSTEP

4:OBJECTIVE1.

LabShow

CenterLINE

OFARGUMENT2.

Classrooms3.

SocialClub4.

EnglishCornerWhenweshowtheclienttheCenterandtalkabouttheRESOURCESactivitieswegettheminvolved.Weusethesecondperson,introducinghim/hertoateacherandtheSec/Receptionist.Only

needsimplyintroducethedifferentfacilityRelaxed.

Greet

other

students/staffATTITUDETOOLSThewholeCenter,staff,students8CONSULTATIONSTEP

5:Promotion

GiftHandlingGive

free

gift

to

the

clientCongratulationsOBJECTIVEHOW1.Handthegifttotheclient2.Explanationofthepromotiongift3.CongratulatethemCheerful,

Happy,

Excited

&ProfessionalATTITUDE9CONSULTATIONSTEP

6:CC’s

RoleCC

self-introduction

tothe

clientOBJECTIVEHOWIntroduction1.Introduceyourselftotheclient2.Yournameagain,andChinesename3.Telltheclientwhatyouaregoingtodonexttoday4.Telltheclientwhat’syourresponsibilityinthefutureCheerful,

Happy,

ProfessionalATTITUDE10CONSULTATIONSTEP

7:Biz

cardGet

client’s

Bizcard/prepare

for

the

nextstep:

Q&AOBJECTIVEHOWexchange1.ThisismyBizcard…2.Let’schangethecard…3.Thanks/It’sOk,Thenbringmenexttime…Nice,

ProfessionalATTITUDE11KEYCONCEPTOFTHEKeyConceptsofSellingProcessSELLINGPROCESSOpportunityProbeNeedFeatureBenefitClosePersuade12CONSULTATIONSTEP

8:Q&ADesire

&

Decision

makerOBJECTIVEHOW1.Guildtheclienttalk2.Listen3.TakenotesCare,

Interested,

Focus,Friendly,

Encourage,

Guild13ATTITUDEKEYQUSETIONSTOASKCLIENTSKeyConceptsofSellingProcess过去1

现在2

未来3英语学习A

A1工作生活B

B1A2B2A3B3B3=

DesireBenefit

>>

Investment14KEYQUSETIONSTOASKCLIENTSKeyConceptsofSellingProcessStart

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/positionPosition

in

the

company

(development)Position

detailed

job

responsibilityAddress:

Time/Traffic15KEYQUSETIONSTOASKCLIENTSA2:How

is

your

English

level?Do

you

need

to

speak

English

when

you

work?Is

there

any

foreigner

in

your

company?B2:What’s

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:What’s

your

last

job?

Why

do

you

change

to

the

current

job?Where

are

you

from?

Why

do

you

come

to

SH?16KEYQUSETIONSTOASKCLIENTSB3: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:What’s

your

past

learning

experience?A2：List

all

problems九大困难：勾引+诊断大班授课中教老师，老师质量缺乏语言环境发音不准不敢开口紧张害羞尴尬不敢开口死记硬背，前背后忘中文思维经常出差加班时间不固定惰性，无法坚持17CONSULTATIONSTEP

9:Bridge

for

the

Q&A

to

MethodBrief

idea

for

both

Client

and

CCOBJECTIVESolution

&LINE

OFDISCUSSIONAdvantages1.Reviewwhat’stheclientcurrentEnglishsituation,problems,objectives2.Findoutclient’sKeyproblemsthatcanbeonlysolvedbyWSE3.Offersolution:Ithinkwhatyouneedis…4.ThenLetmeintroducehowWSEcouldhelpyoutosolvesuchproblemsandreachyourlearningobjectives…Feature

andBenefitProfessionalATTITUDE18FABTalkProduct’scharacteristics…has…featuresFeatureThedetailedadvantagesAdvantage…thatistosay…Product’svaluetoclients…soyoucan…Benefit19CONSULTATIONSTEP

10:MethodMake

the

client

feel:It

will

work

for

meOBJECTIVEHOW1.

Explainwhatmethodworks2.

UsethemethodformLINE

OFDISCUSSIONGive

a

short

explanationon

how

the

methodworks.You

should

always

includethe

client’s

need

andoffer

clear

solutionsand

advantages.Make

connections!Honest,Professional

andcheerfulATTITUDE20CONSULTATIONSTEP

11:Monday

to

Friday

:Saturday

&

Sunday:9:00

am

to

9:00

pm9:00

am

to

7:00

pmMULTIMETHOD®PREPARATIONINTHE

SPEAKINGZONEorENGLISHANYTIMECOMPLETESTUDENTMANUAL＋

STUDYADVISORCLASSWITHFOREIGNTEACHER4STUDENTSMAXIMUMSOCIALCLUBACTIVITYWITHFOREIGNTEACHER12STUDENTSMAXIMUMFLUENCYCLASSWITHFOREIGNTEACHER8STUDENTSMAXIMUMMUST

CREATE

VALUE!!ENGLISHCORNER+E-VILLAGEAny

questions?21CONSULTATIONSTEP

12:Explain

advantages

of

EnglishAnytimeOBJECTIVEFeedbackLINE

OFARGUMENT1.Ultimateflexibilityintimeandphysicallocation2.Additionalfuncontentviatheinternet3.Customizedstudylevel4.Exercisereview5.Greatcontroloverstudyingpace6.Additionalexercisesanddictionaries7.On-lineservice(reserveactivity,reviewschedule,checkprogress,updateinformation,theVill@ge,EnglishAnytime)22“正如您所知道的，我们是一所国际化的英语语言培训学校。我们的目标是提高学生的英语沟通能力。我们不是要教学生通过考试的简单方法而是锻炼学生的沟通技能使得他们真正的能够在生活和工作当中应用英语。我们的学校最早于1972年在意大利成立。我们在全世界有30多年的英语培训经验。现在我们在全世界有超过400个学习中心，包括欧洲，南美洲和亚洲。华尔街于2000年6月进入中国，现在北京，上海，广州共有14所中心。亚洲的香港，台北，新加坡，泰国也有华尔街中心。我们已经成功的培训了超过

1,000,000名象您一样的成年人讲WALLSTREETENGLISHBriefHistory流利的英文”23CONSULTATIONSTEP

13:CustomerFeedback“DO

YOU

HAVE

ANY

QUESTIONS?”24Level

reached

at

the

end

of

eachCONSULTATIONSTEP

14:Level

DescriptionOBJECTIVEHOWstage

CREATE

VALUE!IntroduceWSIcourseswithPCPAccordingtocustomer’sneedsLINE

OFARGUMENT1.

Survival2.

Waystage3.

UpperWaystage4.

Threshold5.

Milestone6.

Mastery7.

BOL(1-6)25Design

WSI

courses

“WSI

haswhat

I

need”CONSULTATIONSTEP

15:OBJECTIVECREATE

VALUE!Personal

CourseProposal

on

PCPLINE

OFDISCUSSIONThemethodis17levels

Let’ssayyoustarton...Youneedtocomebackforentrancetest.We’llfindoutwiththetest.Level

3isabasicknowledgeofEnglish.Onthe6thyou’llbegintodevelopfluency,the9thishighcommunicationabilityandthe12thisanadvancedlevel.Offer2optionsRESOURCESTOOLSPaint

the

picturePCPShowLevelSelectSoftware2627PAINTINGTHEPICTUREIn3monthsMissWang,youwill----In6monthsMissWang,youwillbeabletoexpressyourselfmoreclearlyinyoumeetings,documents,reportsatMotorola.In9monthsMissWang,youwill---InjustoneyearMissWang,youwillhaveimproved6levelsandyouwillbemuchmoreconfidentinthosemeetingsatMotorola.YouwillbeabletodothetranslationsforyourbossatMotorolaandI’msurehewillbeveryhappyandhewillhavetogiveyouaraiseinsalaryorapromotion!28CONSULTATIONSTEP

18:Total

PriceYou

get

your

money’s

worthOBJECTIVEHOW1.Explain

the

total

price

withoutany

discount!Explanation2.write

down

on

PCPLINE

OFDISCUSSION1.Thetotaltuitionfeeis,32,7002.Whatdoyouthink?3.Expensive?NO!4.It’sainvestmentforyourfuture.5.Makethemsuffer6.Paintthepicture.Calm,Firm,

confident,

ProfessionalATTITUDE29CONSULTATIONSTEP

19:Price

ValueBuild-upBuild

up

the

price

valueOBJECTIVEHOW1.

Explainwhatpriceincludes2.

WritedownonPCP1.

Unlimitedlabhours2.

Student’smanuals3.

DiskettesLINE

OFDISCUSSION4.

ConversationClasses5.

SocialClubActivities6.

EnglishCorner7.

GuaranteeProfessional,confidentATTITUDE30CONSULTATIONSTEP

20:Guarantee

ExplanationExplain

the

Guarantee

Letter

to

the

Client31CONSULTATIONSTEP

21:Ask

of

Client’s

Feedback“DO

YOU

HAVE

ANY

QUESTIONS?”32CONSULTATIONSTEP

22:Overcome

client’sobjectionsOBJECTIVEOvercomeObjectionsLINE

OFARGUMENT1.

Thinkit’sexpensive2.

WhatifIdon’tlikeitlateron?3.WhatifIgiveup?4.Whataboutgrammar?5.Canonelearnalanguagewithacomputer?6.IsthisAmericanorBritishEnglish?7.Ispendalldayinfrontofamonitoritsoundsboring.8.

Ihavetoaskmyhusband/wife/parents9.

Howdoyouguaranteetheresult?10.HowdoIstudyEnglishasanBeginner?33Overcome

ObjectionKeyConceptsofSellingProcess²²²²²²²²你们今天让我来干什么？我想来拿免费资料。我不喜欢网上学习/对着电脑学习。这和在家学习有何不同？你们是根据什么定价？为何这么贵？外面的学校都很便宜，只要几千元。这么贵的价格才上这几节外教课。你们和WEB有何区别？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/没有用英语的机会/学了不用就忘了我不想学这么长时间，只想学两三个月。²²²²34Overcome

ObjectionKeyConceptsofSellingProcess²²²我只想通过考试。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？²²²²²²²²²²我要回去问问我父母。我打个电话问一下我老公/老婆/朋友你可以把你们的教材放给我看看吗？我可以现在做个测试吗？我再考虑一下吧，我这个人消费是非常理智的。我如果付2万多，你能保证我英语流利交流吗？如果我要学的话，你们不优惠我也无所谓。我不喜欢便宜的东西。好，我再考虑一下给你答复好吗？我的心里价位2万，2万我就报。35CONSULTATIONClose

Priorities1.

Contractsigned2.

GetaDepositandbookETappointment3.

Book2ndAppointmentforETorDemo36CONSULTATIONSTEP

23:ScholarshipIntroductionMake

client

want

itOBJECTIVEHOWGet

deposit1.

Introducescholarship.2.

Writedown5,200RMBdiscountonPCP3.Explainwhatthescholarshipispayingfor3.

Limitedquota,A

unique

opportunity!!TOOLSPre-Registration

FormCD/DCD37CONSULTATIONHow

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

deposit6.

After

deposit

talk38CONSULTATIONSTEP

24:CloseOffer

Orientation

Class1.TakeoutOrientationClassbookingschedule2.Give2choicesforthecustomertoattendOrientationClass3.TakeoutRegistrationcontractandstartwriting4.Askforpayment(cashorcreditcard?)39PRESENTATION

OBJECTIVECloseSecondInterviewSTEP

25:Close

2ndInterviewLetusmaketheappointmentfortheentrancetest?Tomorroworthedayafter?LINE

OFDISCUSSIONLetusmaketheappointmentforthefreedemolesson?Tomorroworthedayafter.GiveaCHOICE.Nevera“NO”optionanswer.RESOURCESArrangeinterviewwithdeterminationandconfidenceATTITUDETOOLSPersonalagendaBusinesscardwithdateandtime40REGISTERINGATWALLSTREETENGLISH•

RegistrationContract•

Contractterms•

Studyagreement•

Entrancetestresult•

Bookorientationclass41CONSULTATIONSTEP

26:Hand

out

informationüHandouttheWSEOrangeBrochureandPCP,EntranceTestcolorprintedresultShowthemoutof

thecenter,saygood-byeRemindthemofdate/timeof2nd

appointment42SALE

TOPRIVATEINDIVIDUALSThe

Second

InterviewOBJECTIVES目标CLOSING

TOOLS手段•

PROMOTIONOFTHEMONTH当月促销•

CREDITCHECK信誉支票•

SIGNCONTRACTANDCOLLECT签订合同并收款THE

CLIENT

MUST

LEAVE

WITH

THE

FOLLOWING

CONCEPTS:客户必须带着下列概念离开：•

MYCONSULTANTWILLHELPME我的学生顾问会帮助我•

IREALLYENJOYEDTHEFRIENDLYANDPROFESSIONALATMOSPHERE我真的很喜欢那种友好、职业氛围•

IT’SIMPORTANTTOUSETHEMETHODPROPERLY恰当使用这种方法很重要•

I’MPLEASED.I’VEMADETHERIGHT

DECISION.I’LLTELLMYFRIENDSABOUTIT我很高兴，我作出了正确决定。我会告诉我的朋友43WELCOME欢迎THE

SECONDINTERVIEW:TheProcessVERIFY

OBJECTIONS确定目标ENTRANCE

TEST入学测试CLOSE

SALE达成意向SIGN

CONTRACT签订合同AFTER-SALE售后服务IF

YOU

DO

NOT

CLOSE若没达成意向44The

client

should

feel

happy

to

beback

and

welcomed.Say

his/her

name.THE

SECONDINTERVIEW:WelcomeOBJECTIVEWeshouldcommentonsomethingabouthim/herwhichwasmentionedduringtheFirstPresentation.LINE

OFDISCUSSIONSo,howwastheweekendin

themountains?Didyoumanagetogetthedrivinglicense?RESOURCESMaketheclientfeelcomfortableATTITUDETOOLSCheerful.Smiling.PCP(wehavereaditbefore)theirreturntotheCenter

45The

client

should

have

no

doubts,because

s/he

will

sign

up

after

theEntrance

Test.THE

SECONDINTERVIEW:CheckingOBJECTIVEPrepare

to

close.Haveyougotanyquestionsonwhatweweretalkingaboutyesterday?ObjectionsLINE

OFDISCUSSION(Theywillnormallyaskquestionsabouttheproduct.

Theyhavealreadydecidedtobuy.)Tothepoint.Donotwastetime.RESOURCESInterested,

Professional.We

want

to

help.ATTITUDETOOLSBlanksheetofpaper46The

client

must

buy

now!Help

him/her

decide.THE

SECONDINTERVIEW:ClosingOBJECTIVEDoyouwanttodo___or___levels?Areyoudeterminedtogo

toT3?Whendoyouwanttostart,__or__?LINE

OFDISCUSSIONGivethemaCHOICE.RESOURCESThiscourseorthisotherone?ExpertATTITUDETOOLSPCP,RegistrationForm47Congratulations!

Sign

the

contractDown-paymentTHE

SECONDINTERVIEW:OBJECTIVE“Let’sfillintheforms.Yourfullnameis...Andyouliveat...

That’snear...Yourofficephonenumber?…”LINE

OFDISCUSSIONSigntheContractReadaloudwhileyouarewritingRESOURCESATTITUDETOOLSProfessionaldialogueContract.Receipt.Welcomeletter,FirstLessonBook,Guarantee,AppointmentCardwithdate&timeofFirstLesson,LoanPapers48THE

SECONDINTERVIEW:AfterClosingS/hehasmadetherightchoiceOBJECTIVEWhenlearningalanguage,DEDICATIONisfundamental.Wewillmeetregularlytomakesurethatyouaresatisfiedandmakinggoodprogress.Let’ssee...we’llmeetafteryourFirstLesson....LINE

OFDISCUSSIONEntranceTestRESOURCESATTITUDEHappy

and

RelaxedBusinessCardInformationFolder49TOOLSCloseanotherinterviewforaDemonstrationorComplementaryClass,EnglishCornerorSocialClubActivity.THE

SECONDINTERVIEW:IfyoudonotOBJECTIVEWouldyouliketotrythemethod?It

wouldbeapitytomissoutonthespecialconditionsavailableforthefirst50studentstoregisterthismonth.close...LINE

OFDISCUSSIONYourCreditCheckwillexpireon...RESOURCESATTITUDE“Itwouldbeapity...”Calm

and

FirmComplementaryClassSchedule

SocialClubTOOLSCalendar

EnglishCorner50CONSULTANT’STMKTHEREASONWHYContacts联系Booking

rate预约率Appointmentsbooked预约Show

rate出现率Presentations咨询Contracts合同Sales销售Closing

rate合同率Average

price平均价51CONSULTANT’STELEMARKETING•

PLANNNED

ANDSYSTEMATICUSEOFTHETELEPHONE有计划有规律使用电话•

PRESENTATIONS咨询•

SALES

OBJECTIVE销售目标52CONSULTANT’STELEMARKETINGTYPESOFCALLS电话种类RecuperationofOldContacts老客户NewContacts新客户Stude