ky nang ban hang hieu qua - tam viet
TRANSCRIPT
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K nng
Bn hngTm Vit Group
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Mt sn phm tt nhttrn th gii s
khng c s dng...
Cho n khi
n c bn!
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Mc tiu kho hc
Hon thnh kho hc, hc vin s c th:
Nhn thc ng v ngh bn hng
Hon thin k nng bn hng
Nng cao k nng giao tip trong BH
Thc y hiu qu lm vic ca ngi BH
Chia s kinh nghim gia cc hc vin
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Suy cho cng mi
ngi u sng bngcch bn mt ci g
R.L.Stevenson
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K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng
By cng on ca chu trnh bn hng
K hoch c nhn
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K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng
By cng on ca chu trnh bn hng
K hoch c nhn
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Cc khi nim c bn
Ngh bn hng
Bn hng
Khch hng
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Ngi bn hng gii:
Khng bao gi tr li khng
C th bn mi th
C th bn cho bt k ai
C th bn trong mi hon cnh
C nng khiu bn hng bm sinh
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Ngi bn hng gii:
Bit cch giao tip v thuyt phc
Kim tin nhanh chng
C nhiu k xo
Nhy cm vi nhu cu ca khch
C cuc sng y nim vui, th thch
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Ngi bn hng gii:
Thng minh, tinh t, nng ng,
C v tr x hi tt
Nm bt tt k nng cng vic
Coi khch hng l ngi tr lng cho mnh
Bit lng nghe kin khch hng
Bit khi dy lng mong mun ca KH
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Ngi bn hng
gii nhtl ngi bit
lng nghe tt nht
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Hiusut nghe?
25 - 30%
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Tp trung
Tham d
Hiu
Ghi nh
Hi p
Pht trinMong mun
thu hiuThng
Chu trnh lng nghe
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Vng
Nh Nhn
Nht
Tm
Lun lun lng nghe, lun lun thu hiu
Lng nghe l hng bin nht
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Th no l mua hng?
Mua hng l qu trnh khch hng
ra quyt nhi mt s tin nht nh
ly mt sn phm hoc dch v no
tho mn nhu cu ca mnh
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Khch hng mua g?
Gii php
Cm gic
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Th no l bn hng?
L qu trnhngi bn hng
t vn, h tr, hng dn khch hng
pht trin v hon thnh quyt nh
mua hng ca h
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Bn hng
L qu trnh trao i
Tm hiu v tho mn nhu cu
Xy dng quan h lu di cng c li
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M hnh bn hng kiu c
10% Giao tip
20% nh gi
30% Trnh by
40% Kt thc
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M hnh bn hng kiu mi
40% Xy dng lng tin
30% Xc nh nhu cu
20% Trnh by gii php
10% Xc nhn v kt thc
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Bn Bn
Ban
Bn
T T
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Bn hng kiu c
Th ng:
Phong cch quan chc
Thc p khch:
Phong cch tr em ng ph
Ng nhn v nhu cu:
Phong cch tip th bia
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Bn hng kiu c
Khng c chin lc lu di:
Phong cch tiu thng
i u trc tip vi i th:
Phong cch Pluto
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Bn hng t vn
Tip cn:
Khch hng l thng
nh:
Hng dn, tr gip
Phng php:
Lun lun khai thc
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Bn hng t vn
Thc t:
Lun lun lng nghe, quan st
Kt qu:
a ra gii php
Mc tiu:
Xy dng quan h lu di
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So snh hai phng php
Bn hng kiu c Bn hng t vnNgi BH gii l gii thon, mnh kho
Ngi BH gii l hiu bitv thc s quan tm
Ngi BH gii phn bcc mi kin phn ica KH
Ngi BH gii l ngibit tm gi php cho mis chng i
Ngi bn v ngi mua:mt k thng mt k thua
Ngi bn v ngi mua:hai bn u c li
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So snh hai phng php
Bn hng kiu c Bn hng t vnBn hng l mt cuc chyua tr tu
Bn hng l cung cpmt gii php
Bn hng l thuyt phc Bn hng l h tr
Ngi BH gii phi bnbng c sn phm
Bn hng l s h tr raquyt nh
Khch hng l i th,lun ni di
KH l i tc mun tintng ngi BH
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So snh hai phng php
Bn hng kiu c Bn hng t vnKt thc thng v lmc tiu s mt
Tip tc pht trin cc thngv sau l mc tiu s mt
Hiu qu tc thi nngay
Hiu qu lu di, lp i lp li
Phong cch na vi Phong cch chuyn nghip
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Bn hng l ngh thut thuyt
phc ngi khc lm mt vic
m bn khng c quyn bt
ngi ta lm vic
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Khch hng
l Thng
Th ?
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Thng ?
Thnh tm
(nh khi ng trc ban th/ cy thnh gi)
Nh nhm
(nh khi va mi khn vi/ cu nguyn xong)
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Tm quan trng ca khch hng
Sc mua ca
khch hng
Gy ra
S cnh tranh
Dn nQuyn la chn
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Khch hng l
Ngi cho ta vic lm
Ngi cho cng ty li nhun
Ngi m ta ph thuc vo
Khch hng khng phi l tranh ci
Khng ai thng khi ci nhau vi khch
Ngi thng tin v i th cnh tranh
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Khch hng l "ng ch" duy nht
tr lng; sa thi nhn vin, k c
gim c; thm ch gii th cng ty
bng cch tiu tin ch khc.
Gim c ch l ngi thc thimnh lnh ca khch hng.
Kh h h l i?
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Khch hng l ai?
Ngi
quytnh
Ngi
thhng
Ngis dng
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Khch hng bn ngoitr lng cho ta (tin)
Khch hng ni bcho ta tnh cm (tnh)
sng, ta cn tin bc v tnh cm
C ngha l cn Khch hng
C h h i b
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Nhn vin trc tip
Gim st vin
Qun tr vin
CEO
Khch hng
Cng ty nh hng ni b
C t h h i b
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Cng ty nh hng ni b
Tuyn dng ngi hon thnh nhim v
Lm cp trn vui lng ch khng phi KH
Thng tin trn c s thm nin, quan h
o to theo chc nng, khng theo yu cu
C t h h i b
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Cng ty nh hng ni b
Khng giao dch th khng chu trch nhim
Quyt nh khng c kin ngi giao dch
Thin v cc gii php tnh th, ngn hn
C t h h KH
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Nhn vin trc tip
Khch hng
Qun tr vin/ Gim st vin
CEO/ Qu tr vin cao cp
Cng ty nh hng KH
C t h h KH
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Cng ty nh hng KH
Tuyn dng ngi tha mn KH, nhim v
Gip cp di lm hi lng khch hng
Thng tin trn c s k nng v thm nin
Tp trung o to k nng giao tip, k thut
C t h h KH
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Cng ty nh hng KH
Thu hiu KH bn ngoi v KH ni b
Quyt nh c tham gia ca ngi giao dch
Coi trng cc gii php tng th lu di
L t b h
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Lut bn hng
iu 1:
Khch hng lun lun ng
iu 2:
Nu c ngh khc, hy xem li iu 1
K b h
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K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng
By cng on ca chu trnh bn hng
K hoch c nhn
Y i i i BH
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Yu cu i vi ngi BH
Sng to
C k hoch
Nhit tnh
Hiu bit v sn phm, dch v
Hiu bit v cng ty v i th
Y i i i BH
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Yu cu i vi ngi BH
Thu hiu khch hng
Giao tip tt
Bit lng nghe
Bit cch thuyt phc
Bit cch kt thc
Y i i i BH
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Yu cu i vi ngi BH
Hnh thc ph hp
Hiu tm l khch hng
Thi ho nh, lch s
Nhanh nhn
Bn c hng
N h tht b i
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Nguyn nhn tht bi
Thiu tnh sng to 55%
K hoch, t chc ti 39%
Thiu hiu bit v sn phm 37%
Thiu nhit tnh 31%
Thiu quan tm khch hng 30%
Ng n nhn tht bi
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Nguyn nhn tht bi
Thiu o to bi bn 23%
Thiu mc tiu c nhn r rng 20%
Thiu hiu bit th trng 19%
Thiu kin thc v cng ty mnh 16%
Thiu kim sot cht ch 9%
Tam gic yu cu A S K
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Tam gic yu cu - A.S.K.
ASKKin thc (Knowledge)
Thng v thnh cng
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Thng v thnh cng
80%: Thi
Nhit tnh
Kin tr
20%: K nng v kin thc
K nng chuyn mn
Hiu bit sn phm, cng ty, th trng
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c tnh hng u ca ngibn hng l thi tt, ri mi
n kinh nghim, trnh , oto ri din mo.
Cc tiu chun sau u c thnng cao nu c thi tt
McDonal
Thi
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Thi
C ch
Nhn thng vo khch hng khi ni chuyn
T ra nhanh nhn, th v
Trnh u oi, chm chp v thiu din cm
Ngoi hnh
Nhn thy l nhn ra ngay nh chuyn nghip
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Mun tr thnh nhchuyn nghip trc
tin trng phi ging
chuyn nghip
Thi
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Thi
T phn tch
Nhn khuyt im v c gng khc phc.
T hi c th c phng php no tt hn?
Trnh tranh lun
Tranh lun: thng -> Bn hng: tht bi
Trnh cc cuc tranh lun khng cn thit
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Ta cn thng
hay
cng thnh cng?
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Vn
Hp tc
Chng taKhch hng
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Ly nhn ngha thng hung tn
em ch nhn
thay cng boNguyn Tri
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Thi
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Thi
Nhit tnhiu ny s nh hng n khch hng
Nhit tnh khng t n nu mnh khng c
Tin tng
Tin tng vo sn phm, cng ty, chnh mnh
L xng sng ca nhit tnh
L kh nng thc hin cng vic hiu qu
Thi
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Thi
Thnh tht v trung thc Khch hng c th hiu v cm nhn c
Trnh by gi ca bn thnh tht Bn ang tht s em li li ch cho h
S dng thi gian
Thi gian l tin bc
S dng cn thn v khn kho
Thi
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Thi
Kh nng lng nghe
Ni l gieo nghe l gt
Hy ch lng nghe khch hng
Kin tr
KH c th ni khngkhi h c th ni c
Khng h t chi mt cch d dng
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Khng bit ci,
ng bn hng.
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Thnh cng trong bn hng:
Bt u t lng ham mun tip
xc vi khch hng tim nng
Ch khng ch pht sinh tqu trnh tip xc vi khch hng
7 cch tm nim
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7 cch tm nim
1. T xem mnh l ch
2. T vn thay v bn hng
3. Tr thnh c vn ca khch hng
4. Tin hnh cng vic hon ho
7 cch tm nim
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7 cch tm nim
5.nh hng tr thnh nh chin lc BH
6. Tr thnh ngi bn hng gii nht
7. Thc hin quy lut vng trong bn hng
7 quy lut tm l bn hng
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7 quy lut tm l bn hng
Quy lut nhn qu Quy lut n b
Quy lut tp trung Quy lut v nim tin
Quy lut hp dn
Quy lut tng phn
Quy lut kim sot
Quy lut nhn qu
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Quy lut nhn qu
Vng thoi mi
T hnh dung
T nh gi v mnh
L tng ho
C gng sng theonhng iu tt nht
T hi lng
Bn thch chnhmnh nh th no
Thnh qu tt nht
Quy lut n b
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Quy lut n b
Bn lun c khen thng nu:
Lun c tng sng to, lc quan
Thc hin cng vic hon ho
Kinh nghim xc thc trong cc hot ng
Quy lut tp trung
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Quy lut tp trung
K nng
v hnh vichuyn nghip
Hiu qu bnhng cui cng.
Mong muntng hiu qu
bn hngNng ng Li ch
Cch suy ngh
Quy lut v nim tin
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Quy lut v nim tin
Nim tin thuyt phc c khch hng
Nim tin loi b suy ngh tiu cc
Nim tin kim sot kt qu thc hin
Tin rng bn c th lmc v tr thnh
ngi BH gii nht
Cui cng bns l ngi BH
gii nht
Quy lut hp dn
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Quy lut hp dn
Cng phc v tt th sn phm, dch v ca
bn cng hp dn khch hng nhiu hn
Lc quan vi chnh bn v sn phm
Hot ng tm l tch cc
Thu ht thm nhiu khch hng tim nng
Quy lut tng phn
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Quy lut tng phn
Th gii bn ngoi phn nh th
gii bn trong ca chng ta
Quy lut kim sot
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Quy lut kim sot
Duy tr v pht trin hot ng bn hng
To cho ta mi trng t th hin
Cho cm gic c giao vic quan trng
Cho tnh lc quan, khuyn khch tch cc
K nng bn hng
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K nng bn hng
Cc khi nim c bn
Yu cu i vi ngi bn hng
By cng on ca chu trnh bn hng
K hoch c nhn
7 bc tip cn
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7 bc tip cn
1. Tm kim2. Chun b
3. Tip cn
4. Trnh by
5. X l t chi
6. Kt thc
7. Theo ui
7 bc tip cn
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7 bc tip cn
1. Tm kim2. Chun b
3. Tip cn
4. Trnh by
5. X l t chi
6. Kt thc
7. Theo ui
Khch hng tim nng
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Khch hng tim nng
1. C nhu cu v sn phm, dch v
2. C kh nng thanh ton
3. C kh nng tip cn
4. Quyn mua (ai c quyn quyt nh?)
Ti sao phi tm kim KH?
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Ti sao phi tm kim KH?
Tm kim l bc u tin bn hng
Cp nht danh sch hng ngy
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Khch hng timnng nh tintrong ti khon
ca cng ty
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Khch hng timnng nh dng
mu ca mt c th
kho mnh
Phng php tm kim
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Phng php tm kim
Bn b thn hu
Cc chui mt xch
Nhng trung tm nh hng
Cc n v bn sn phm b xung
Quan st
Nin gim v danh sch
Phng php tm kim
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g p p t
Th trc tip
Cc chng trnh qung co
Cc hi tho, hi ngh
Hi ch thng mi, trin lm
Gii thiu sn phm
Khch hng
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Mi khi mt mt
khch hng, bn s
nh mt thm 250khch hng tim nng
khc na.
Phng php tm kim
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g p p
Mng Internet
M trang Web
Bo ch, truyn hnh, i
Pht qu trc tip
...
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M.A.N.Money, Authority & Need
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Khng nh gi ng khchhng tim nng ng ngha
vi vic lng ph thi gian,
doanh s v tin bc.
7 bc tip cn
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p
1. Tm kim2. Chun b
3. Tip cn
4. Trnh by
5. X l t chi
6. Kt thc
7. Theo ui
Chun b
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Ti sao cn phi chun b trc
Cc loi thng tin cn chun b
Cc k hoch cn chun b
Ti sao phi chun b?
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p
c nhng thng tin c th v khch hng
Bit c nhng yu t c th nh hng
To thun tin trong giao tip vi khch hng
To hnh nh tin cy v u th cnh tranh
Cn chun b g?
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g
Chun b tinh thn cho chnh mnh
Thng tin v sn phm/ dch v ca mnh
Thng tin v c nhn v cng ty ca KH
Thng tin v ngnh kinh doanh ca KH
Thng tin v i th cnh tranh
c tnh v li ch
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c tnh l tnh cht ca sn phm ch
khng phi l mt phn ca sn phm
Li ch l nhng g sn phm c th em
li cho khch hng
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
94/211
94
Lin h v c tnh ca snphm vi nhu cu ca
khch hng
Cng thc F-A-B
c tnh v li ch
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
95/211
95
Dch v c tnh Li ch
Mobi Fone
Mobi Card SMS
Khng tin ni qua in thoi
Gi nhn thng tin chnh xc
Lun gi c tin nhn
Mobi Fone Hp ththoi
Lin lc thng sut 24/24
Tnh bo mt caoD s dng
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
96/211
96
Thu hiukhch hng
Yu t tc ng n mua hng
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
97/211
97
Lut php
K thut
Thi
K vng
iu kin kinh t
iu kin cnh tranh
Khch hng l c nhn
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
98/211
98
Bit trc i iu v bn b, ngh nghip
Giao tip s tt hn nu 2 pha bit nhau
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
99/211
99
Mt b ci l
khng bng mt
t ci tnh
Khch hng l cng ty
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
100/211
100
D kin v hot ng ca cng ty:
Cng ty sn xut hay bn g?
Cng ty bn hng n th trng no?
Cc k hoch cho tng lai?
Vn ang phi i mt?
Khch hng l cng ty
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
101/211
101
c tnh mua hng ca cng ty:
Cng ty ang s dng dch v ca ai?
Phng thc thanh ton nh th no?
Mc hi lng v nh cung cp?
Ngy kt thc hp ng?
K hoch lm vic vi KH
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
102/211
102
Ti s phi lm vic vi ai?
Nhu cu v quan tm ca khch hng?
Danh sch cc c tnh & li ch lin quan
Chng c no ti c th xut trnh hiu qu?
Dng chng i no c th xy ra?
K thut kt thc no?
K hoch lm vic vi KH
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
103/211
103
Kt qu no ti mun t c?
Xy dng mi quan h
Gii thch c c tnh & li ch
K c hp ng
Thc hin cng vic hu mi,
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
104/211
104
Khng chun b l
chun b cho tht bi
7 bc tip cn
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
105/211
105
1. Tm kim2. Chun b
3. Tip cn
4. Trnh by
5. X l t chi
6. Kt thc
7. Theo ui
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
106/211
106
Khng c c hi th hai
gy
N TNG BAN U
3 bc tip cn
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
107/211
107
Thm nhp
Hnh thnh quan h
Thu ht s ch
Th tn
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
108/211
108
Phng tin c gi tr km nht
Nn gi ch danh
C th ngh ngy, gi hn
Tip tcvi mt cuc in thoi
in thoi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
109/211
109
Khng c hnh nh trc din vi KH
Kh on c phn ng
Mc tiu duy nht: Hn gp
in thoi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
110/211
110
75% khng t mc ch trong ln u tin
67% ct ngang nhng vic quan trng hn
50% s cuc gi l thng tin mt chiu
Nghe in thoi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
111/211
111
Tr li ngay v xng danh, chc v
Hi tn nu ngi gi khng xng danh
Ghi li li nhn mt cch chnh xc
ng ngi gi ch i
Chuyn ng ngi cn gi
Ngi gi gin d
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
112/211
112
Dnh thi gian cho h x gin
ng nghe xa tai va nghe
Ghi li nhng li phn nn, chi ra
Ni tn, xc nhn s quan trng ca vn
Chuyn cuc gi n ngi c th gii quyt
Ung mt cc nc trc khi lm vic khc
nghe in thoi hiu qu
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
113/211
113
Dng tt c cc vic khc li
Ni r rng vo ng nghe
Lc quan, vui v
Ln KH v t chc cuc gi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
114/211
114
Lp danh sch cuc gi Tn
a ch
in thoi,
Thi gian gi ph hp
Ngy
Gi
Thi gian gi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
115/211
115
K ton vin: trnh 01 n 05 hng thng
Nhn vin ngn hng: trc 10h sau17h
Ho hc gia, k s: 13h n 15h
Gio s: th Hai n th Su
Nh thu xy dng: trc 9h, sau 17h
Thi gian gi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
116/211
116
Nha s: Trc 10h
Nh thuc, tim tp ho: 13h n 15h
i din thng mi, thng gia, qun l
ca hng, trng cc b phn: sau 10h30
Lut gia: 11h n 14h
Thi gian gi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
117/211
117
Y s, phu thut gia: 8h30-10h, sau16h
Gio s v gio vin: 7h n 8h
Bin tp vin, nh in: sau 15h
Nhn vin n lng: nh, vo bui ti
Gi in thoi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
118/211
118
Ghi ni dung cn trao i trc khi gi
Cho, gii thiu bn thn, cng ty
Pht biu mc ch cuc gi
Ghi chp trong khi m thoi
X l t chi
Kt thc mt cch tch cc
Hp th thoi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
119/211
119
Cho, gii thiu bn thn, cng ty
li li nhn chi tit
xut thi gian h/ bn gi li
Lun a ra cc la chn ni trc tip
Ging ni vui v
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
120/211
120
Lun th hin n ci trong ging ni
Ging ni th hin tnh cch
Ging ni th hin s thn thin v nhit tnh
Thc hin 6 quy tc vng
6 quy tc vng
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
121/211
121
1.Thay i tc ni, lng nghe, t cu hi2.Thay i cao ph hp vi ngi nghe
3.Ni thng vo mic, mic cch ming 4 cm
4.Th hin nh ni trc tip vi ngi nghe
5.Truyn t li ch sng to, pht m r rng
6.Ni n gin, trnh thut ng, t lng
30 giy quan trng nht
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
122/211
122
Hnh thnh mi quan h
Thu ht s ch ngay t lc nhp cuc
Hnh thnh quan h
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
123/211
123
Lun c mt ro chn v giao tip
Khng kh phng th cn c ph v
Ngi bn hng lm g?
Cng vic ca Bc s
Khm - Chn on - K n
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
124/211
124
Hy dnh thi gian
khm ph ra nhu cu vvn ca khch hng
Cu hi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
125/211
125
Thm d
Thu thp thng tin
Kch thch suy ngh
Cu hi thm d
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
126/211
126
Dng xy dng cuc i thoi
C 3 phn:
Pht biu s kin
Quan st
Cu hi dng thm d i thoi
Cu hi thu thp thng tin
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
127/211
127
Tm kim thm thng tin chi tit
Hi s bt tin khi tip tc s dng dch v
Thay i ti
Tip cn trc tip thng tin c th
Kim tra thng tin
Cu hi kch thch suy ngh
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
128/211
128
Dng cu hi m
Dng cu hi nh gi trc tip
KH t so snh vi i th cnh tranh
Khng p KH th hin sn sng mua
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
129/211
129
Phu bn hng
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
130/211
130
Phu dn cht lng chy theo mun
Phu bn hng l cc cu hi
Dn khch hng i n quyt nh mua hng
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
131/211
131
Li chocao hn mm c
7 bc tip cn
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
132/211
132
1. Tm kim2. Chun b
3. Tip cn
4. Trnh by
5. X l t chi
6. Kt thc
7. Theo ui
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
133/211
133
Cha nghe
th ng ni!
Cu trc
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
134/211
134
M u
Thn bi
Kt lun
Trnh by sn phm
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
135/211
135
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
136/211
136
Khch hng khng mua snphm, dch v m mua
GII PHP cho VN
ca h
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
137/211
137
Lin h v c tnh ca snphm vi nhu cu ca
khch hng
Cng thc F-A-B
Bi tp phn tch F-A-B
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
138/211
138
Dch v c tnh Li ch
Cc yu t ch khi phn tch
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
139/211
139
c tnh
Li ch
Tnh thun tin
ng c c tho mn
Phng tin th hin
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
140/211
140
Gii hn
cc im chnh
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
141/211
141
a th lon tm
Ni di
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
142/211
142
Ni diNi daiNi di
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
143/211
143
Bit nhiu
khng bng bit iu
Khi nim phi ngn t
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
144/211
144
Hu thanh V thanh
Phi ngn t
Ging ni (cht
ging, mlng, cao), ting
th di, ku la
iu b, dng
v, trang phc,nt mt, nhmt, di chuyn,
mi
Ngn t T ni T vit
Sc mnh thng ip
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
145/211
145
Ngn t
7%
Ging ni38%
Hnh nh55%
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
146/211
146
Trm nghe khngbng mt thy
Gi v minh ho
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
147/211
147
Vch trc k hoch minh ho
Kim tra vt mu
Lit k c tnh v tin ch
Khung cnh minh ho
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
148/211
148
1.Nghi thc
Nghi thc l sn chi
Ta c th mt im hoc c im
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
149/211
149
2. T th
Ng v pha sau: dng li - n
Ngi thng: thn trng - n vng
Ng v pha trc: tip tc - n xanh
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
150/211
150
3. Nt mt
C nhng nt r xung: dng li
Nt mt v cm: thn trng
Cc nt th dn, d chu: tip tc
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
151/211
151
4. nh mt Nhn lic, trnh nhn, nhn trng trng lu,
nhy mt qu nhiu, co ng t li: dng li Nhn v cm, nhn i ni khc: thn trng
Nhn ci m lc gp, trong qa trnh mphn, con ngi m to: tip tc
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
152/211
152
5.Cnh tay
Khoanh tay trc ngc: dng li
Tay hai bn, bt ng: cn thn
Tay a ra trc nh vng m: tip tc
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
153/211
153
6. Bn tay (khi bt tay) Lng bn tay p xung, bp tay ngi khc,
tay lnh v t, lm au tay ngi khc, r
nh c n, ca quy: dng li
Thiu sinh kh, khng th hi sinh: thn trng
Lng bn tay nga ln, bt tay cht, vngchi: tip tc
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
154/211
154
7. Chn v bn chn: Chn bt cho, bn chn hoc mt c k
nhau, t chn ln bn, chn o l: dng li
Chn bt cho, bn chn t ln nhau: thn
trng
Chn thoi mi, vng vng: tip tc
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
155/211
155
8. Phm vi
Qu gn, xm lc lnh a, ngi tch ra,
gh cao hn: dng li
Khng tin n, khng th hin qun lchay phc tng: thn trng
Gi khong cch trn di mt mt, chn vtr hp tc, gh c cao ngang bng vi
i tc: tip tc
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
156/211
156
9. Du hiu ca h thn kinh Da i mu, tot m hi, nhp th thay i:
dng li C mt thong biu hin ca nhng iu
trn: thn trng
Khng c nhng biu hin trn: tip tc
10 knh chnh ngn ng c th
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
157/211
157
10.Cc du hiu tiu cc khc
Gim chn
Xa rng
Mn m mt th/ vt trn c th
Nhy mt nhiu
Tay che ming, mt tay lu trong ti
7 bc tip cn
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
158/211
158
1. Tm kim
2. Chun b
3. Tip cn
4. Trnh by
5. X l t chi
6. Kt thc
7. Theo ui
Chng i
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
159/211
159
Lun lun c chng i
ch l cch an ton tr hon quyt nh
Kh nht l bn cho khch hng im lng
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
160/211
160
T chi l li mi thuyt phc
Hy mong i v cho n chng
l nhng tn hiu dn ng
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
161/211
161
T chi khng c ngha
l khng. M ngha l
cha phi by gi.
Chun b
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
162/211
162
S tay X l t chi:
Ghi tt c cc loi chng i
Cch x l, cch khc c th dng
Chun b x l trc khi chng c a ra
Mt s kiu chng i
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
163/211
163
Gi ca cc ng cao qu
Nhn hiu ny l qu
Ti bn lm
Chng ti c nh cung cp khc
Ti cn suy ngh thm
Mt s kiu chng i
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
164/211
164
C dch v tng t vi gi r hn nhiu
Thi hn thanh ton cng qu
Ngi cnh tranh ngh vi ti gi r hn
Ti khng mua ni
Ngn sch ca ti khng c phn chi ny
Mt s kiu chng i
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
165/211
165
Ti khng thch
Ti cha cn
Cng ty A bo hnh sn phm tt hn
Ti cha bao gi nghe n cng ty ng
Dch v ca ng mi qu
Mt s kiu chng i
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
166/211
166
Nhng ch trch i vi dch v ca bn
Ngi BH trc khng li n tng tt
Cty B gp rc ri khi s dng dch v ny
Dch v ca cng ty A gn y s tin hn
Ti mua ca cng ty X v hon ton hi lng
Mt s kiu chng i
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
167/211
167
Ch/ anh K khuyn ti khng nn dng
Ti phi bn li vi ngi hn vn ca ti
ti bn li vi v/ chng ti
Sang nm ti mi c th mua
Phn loi chng i
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
168/211
168
Thi gianHu ht mi ngi u mun tr honvic ra quyt nh mua hng
Gi cNgi mua ngh rng s c phng n
khc tt hn
NgunNgi mua khng c thng tin vsn phm v cng ty
Cnh tranhNgi mua so snh hay gy p lcbng cnh tranh
Chin thut X l t chi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
169/211
169
S dng kin thc:
Sn phm
Cng ty
i th cnh tranh.
Chun b tt cc k nng X l t chi
Pht l chng i
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
170/211
170
Chng i khng c c s bn c th pht l
u tin tha nhn chng i v sau l i
T chi gin tip
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
171/211
171
Trc tin lp li li chng i ca KH
Khng ni thng vi KH rng h sai
ng h quan im KH, trnh cng thng
Ch ng iu chnh chng i v gi tr
Phng php bi hon
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
172/211
172
Phng php Vng, nhngChng i ch ng mt phn
ngi BH c th ch ra yu t bi hon.
Trnh tranh ci trc tip
Trc tin ng vi KH
Kho lo a ra l do hp l mua hng
Li ch bi hon a ra cn
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
173/211
173
Ti thiu bng vi lun c chng i
Cng hp dn cng tt
p ng nhu cu c bit ca khch hng
Li ch c quyn nu c th
Phng php Bommerang
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
174/211
174
Nm ly chng i ca khch hng vchuyn thnh l do mua hng
V d:
KH: Cht lng sng ca Mobi Fone km
hn so vi VinaPhone.
Phng php Bommerang
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
175/211
175
ngi BH: Chng ti a vo s dng dch
v chuyn vng gia hai mng t 15/11
nn sng khng cn l vn na.
Ngoi ra Mobi Fone thng xuyn c
cc chng trnh khuyn mi c li cho
khch hng. Hin nay ang c chngtrnh khuyn mi...
n u
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
176/211
176
Ngn nga chng i trc khi xut hin
Vi cc chng i lp i lp li
Hm cha cu tr li trong phn gii thiu
Chng i ph bin mi c n u.
Xoay i ch
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
177/211
177
Chng i khng lin quan n nhu cu
Phi nm ly tin m KH a ra
Bin i KH nhn s vic gc khc
7 bc tip cn
1 T ki
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
178/211
178
1. Tm kim
2. Chun b
3. Tip cn
4. Trnh by
5. X l t chi
6. Kt thc
7. Theo ui
K thut kt thc
Kt thc
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
179/211
179
Kt thc
Mt cu hi
Tuyn b
Hnh ng m bo KH quyt nh mua
Ti sao kt thc?
KH c th min cng mua sn phm Vi tng tiu cc c th gy tr ngi
Ti sao ngi BH khng kt thc
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
180/211
180
ngi bn hng s b t chi.
S t chi l c nh vo t i ca ngi BH
KH t chi v nghi ngi dch v ch khng
phi v bn thn ngi BH
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
181/211
181
Hc n, hc ni,
hc gi, hc m
Khi no nn kt thc?
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
182/211
182
Ch khi khch hng thy hng th
KH ng vi gi tr ca cc li ch
Khi KH ng trong cch tr li chng i
Khi c mt khong thi gian im lng
Khi no nn kt thc?
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
183/211
183
Khi KH c nhng c ch th hin quan tm Xem k mu sn phm
Ly bt ra v tnh ton
Gt u
Xoa cm
V mt thn thin
Kt thc bng cu hi
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
184/211
184
Kt thc th, cu hi m: ng c g khc cn hi?
Chng ta tin hnh hp tc nh th no?
ng cho bit kin ca ng?
Cu hi dn ng:
Cn l do no ngoi gi ngn ng mua hng?
Kt thc trc tip
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
185/211
185
Yu cu trc tip n t hng
Cho ti xin ch k cho hp ng?
Kt thc tm lc
Gii thiu tm tt nhng li ch chnh
Kt thc vng/ c lin tc
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
186/211
186
Lm cho KH c thi quen ni: Vng/ c
Hi mt chui chc chn c tr li: Vng/ c
Cu hi cui cng l n t hng
Kt thc la chn ci no
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
187/211
187
Chng ti giao hng vo th 2 hay th 3?
Chng ti s cung cp bnh hoa trc hay c
chu hoa na?
Kt thc ch c mt dp
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
188/211
188
a ra li ch
Khuyn khch khch hng hnh ng ngay
Kt thc khch l c bit
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
189/211
189
Cho hng c bit
C mt s u tin c bit cho KH mi:
Giao hng tn ni min ph
Chit khu cao
Tr chm
Cc kiu kt thc khc
-
7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet
190/211
190
Cho rng khch hng sn sng mua
X s nh khch hng s mua
khch hng quyt nh tng im nh
c thc khch hng kt thc
Kt thc nhng b
Cc kiu kt thc khc
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Kt thc theo hnh thc cu chuyn
S dng tn tui ca cc khch hng khc
Tm lc cc u im
Hi Ti sao khng...
Ghi nhiu bn thng
Khi no nn ri vn phng KH
Ri cng sm cng tt
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Ri cng sm cng tt
li lu s tng nghi ng v cc cu hi
khng d kin
Tuy nhin khng nn ri qu sm
Hy hon thnh phng thc bn hng: n
hng, thi gian v phng thc giao hng,thanh ton, dch v,
7 bc tip cn
1 Tm kim
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1. Tm kim
2. Chun b
3. Tip cn
4. Trnh by
5. X l t chi
6. Kt thc
7. Theo ui
Theo ui
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Hai nhim v sau khi kt thc thng v:
Hnh ng
Theo ui
Hnh ng
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Th cm n t thi nh gi cao KH
Khch l s c gng ca khch hng
Mn qu nh th hin s quan tm
Thip chc mng sinh nht
Hoa hng cho gii thiu khch
Hnh ng
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S lin lc thng xuyn
Cch qung co r tin nht
Mng li khch hng
Nghin cu khch hng
Thng tin v i th cnh tranh
Theo ui
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Kim tra kt qu giao nhn: thi gian,...
Quan tm n vic kinh doanh ca KH
Gp gip tng kh nng kinh doanh
Gip m rng kinh doanh ca khch hng
Phn tch sau cuc gp
Ti c lin h ng ngi khng?
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Ti c lin h ng ngi khng?
Nu khng, ti sao?
Ti c t kt qa ti mun?
Nu khng, ti sao?
Cch tip cn ca ti c hu hiu?
C xc nh ng nhu cu & vn ca KH?
Nu khng, nhng thng tin khc no ti cn
xc nh ng?
Phn tch sau cuc gp
Phn gii thiu c hiu qu khng?
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Phn gii thiu c hiu qu khng?
Ti c gii thch c li ch, tin li,...?
Ti c cung cp chng c?
Ti c lng nghe hiu qu khng?
C chng i no m ti khng th x l?
Nu c, ln sau ti phi lm g?
Phn tch sau cuc gp
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Ti c kt thc ng lc?
Cch kt thc c hiu qu khng? Ti sao?
Cn lm g tip t mc tiu bn hng?
K nng bn hng
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Cc khi nim c bn
Yu cu i vi ngi bn hng
By cng on ca chu trnh bn hng
K hoch c nhn
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202
Khng bit i
u th chng
bao gi n ni
Mc tiu bn hng
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Bn c hng
Bn chng loi
Tng gi tr n hng
Thu hi cng n
Nm bt thng tin th trng
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Mt mc tiu khng ck hoch l mt gic
m khng bao gi tr
thnh hin thc.
Ti sao phi c k hoch
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Lp k hoch tng bc t mc tiu
thc tt hn trong vic s dng thi gian
Ghi chp vic lm s dng thi gian tt
o lng tin trnh thc hin t mc tiu
iu chnh cc hot ng ca mnh
Ni dung k hoch hng ngy
Nhng vic phi lm
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Nhng vic phi lm
Cc cuc giao hng
Cc cuc hn
Cc cuc lin h khch hng tim nng
Theo st cc hot ng hin ti
Cc ngun kinh doanh miCc ngun kinh doanh trong tng lai
Cc yu cu
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Thc hin k hoch hng ngy
Vit ra k hoch ca mnh
Cn c s la chn (ngun khch hng)
Quyt tm thc hin k hoch ra
Cc ngun KH tim nng
Cc ngun theo di tip:
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Cc ngun theo di tip:
Cc khch hng cn lin h ngay
Cc ngun mi: Ngun khch hng tim nng ang pht trin
Cc ngun tng lai:
Cc ngun KH tim nng cn pht trin
Pht trin k hoch
KH tim K hoch Hot ng
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nng
hnh ng Kt qu
g
tip theo
1.
2.
3.
4.
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Thnh
cng
Mc
tiu
Phng
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K nng bn hng
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Cc khi nim c bn
Yu cu i vi ngi bn hng
By cng on ca chu trnh bn hng