會(huì)籍顧問(wèn)崗前培訓(xùn)課件VIP

1、會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)Sales Executive TrainingSales Executive Training 會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)目錄目錄 ContentsContentsUnderstanding basic concepts 必須了解的基本概念Sales executives individual tasks and details 會(huì)籍顧問(wèn)的個(gè)人任務(wù)及其分解The use of Sales Executive daily work and high quality work handbook 會(huì)籍顧問(wèn)日常工作內(nèi)容及高效工作手

2、冊(cè)的使用Basic techniques of daily work 銷(xiāo)售各環(huán)節(jié)工作的基礎(chǔ)技巧Basic ways of getting information 信息獲取的基礎(chǔ)途徑Facing competitors 面對(duì)競(jìng)爭(zhēng)對(duì)手和競(jìng)爭(zhēng)伙伴Mental preparation for work 上崗前的心理準(zhǔn)備Career competency of sales executive 會(huì)籍顧問(wèn)的職業(yè)素質(zhì)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)必須了解的基本概念 Understanding Basic Concepts會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn) 約見(jiàn)（Appt） 實(shí)赴約見(jiàn)（Appt Show） 約見(jiàn)

3、實(shí)赴率（Appt Show Ratio） 約見(jiàn)管理一覽（MAB） 走入（WI） 移交（TO） 來(lái)自走入的營(yíng)業(yè)額/來(lái)自約見(jiàn)的營(yíng)業(yè)額 成交率（Closing Ratio）/約見(jiàn)成交率( Appt Closing Ratio)/走入成交率( WI Closing Ratio) 免費(fèi)票/免費(fèi)周卡客人（Guest Pass） 欠款回收（BD）會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)Non-Member WI 非會(huì)員來(lái)訪New Target Customer 新目標(biāo)客戶TI 電話咨詢TI success rate 成功率Average consumption amount 平均消費(fèi)金額Important Clie

4、nts 重點(diǎn)客戶Group Clients 團(tuán)體客戶Membership extension rate 續(xù)卡率Sales Executive high quality work handbook 會(huì)籍顧問(wèn)高效工作手冊(cè)Unite Vendor 聯(lián)合商家Exhibition 作展Color Label 顏色標(biāo)注會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)的個(gè)人任務(wù)及其分解會(huì)籍顧問(wèn)的個(gè)人任務(wù)及其分解Sales Executive individual tasks and details會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn) 會(huì)籍顧問(wèn)的個(gè)人任務(wù)及其分解會(huì)籍顧問(wèn)的個(gè)人任務(wù)及其分解 Sales Executive

5、individual tasks and details How to confirm individual work? 如何確定個(gè)人任務(wù)？（默認(rèn)狀態(tài)下=部門(mén)任務(wù)人數(shù)） Work details. 任務(wù)的分解 According to time, differentiate weekly and daily tasks 按時(shí)間分解得出每周及每日任務(wù) Get the numbers of members which depend on average expenditures 按平均消費(fèi)額分解得出每月/每日發(fā)展新會(huì)員數(shù)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn) Process daily work sch

6、edule. 進(jìn)行每日工作安排： 1）Calculate the numbers of members for each day. 計(jì)算每日需要發(fā)展的會(huì)員人數(shù) 個(gè)人業(yè)績(jī)指標(biāo)平均消費(fèi)金額30天 2）Calculate the numbers of WI and APPT. 計(jì)算每日需要來(lái)自于約見(jiàn)和走入的業(yè)績(jī)各是多少 （默認(rèn)值，參考插圖） 每日新會(huì)員總數(shù)30% = 需要由走入產(chǎn)生的新會(huì)員數(shù) 每日新會(huì)員總數(shù)70% = 需要由約見(jiàn)產(chǎn)生的新會(huì)員數(shù)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn) Process daily work schedule. 進(jìn)行每日工作安排：3）Calculate the numbers o

7、f WI and Appt Show.計(jì)算每日需要多少個(gè)走入和多少個(gè)實(shí)赴約見(jiàn)需由走入產(chǎn)生新會(huì)員數(shù)走入成交率 = 日走入需量需由約見(jiàn)產(chǎn)生新會(huì)員數(shù)約見(jiàn)成交率 = 日實(shí)付約見(jiàn)需量 4）Calculate Appt Ratio of each day. 計(jì)算每日約見(jiàn)需要量 日實(shí)赴約見(jiàn)約見(jiàn)實(shí)付率 = 每日約見(jiàn)需要量會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)續(xù)卡對(duì)業(yè)績(jī)?nèi)蝿?wù)的影響續(xù)卡對(duì)業(yè)績(jī)?nèi)蝿?wù)的影響Effect of membership extensionEffect of membership extension What is regular extension ratio in

8、 China? 什么是合格的續(xù)卡率（在中國(guó)市場(chǎng)） If the extend ratio is 50% for your club. What does it mean? 如果你的俱樂(lè)部續(xù)卡率為50%，那對(duì)俱樂(lè)部的任務(wù)意味著什么 If extend ratio is close to 0% what is means for your club? 如果你的俱樂(lè)部續(xù)卡率接近于零，那對(duì)俱樂(lè)部的任務(wù)意味著什么？會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)續(xù)卡對(duì)業(yè)績(jī)?nèi)蝿?wù)的影響續(xù)卡對(duì)業(yè)績(jī)?nèi)蝿?wù)的影響Effect of membership extensionEffect of membership extension

9、 Important data of members. 圍繞會(huì)員保有的重要數(shù)據(jù) Loyal members in US club (come to club over 100 times for exercise each year ) account for 30% - 40%. But it is only 15% - 20% in China. 美國(guó)俱樂(lè)部鐵桿會(huì)員（一年中來(lái)俱樂(lè)部運(yùn)動(dòng)超過(guò)100次的人）平均占有比例為30%-40%，在中國(guó)大約只有15%-20%甚至更低 Attention: Every department in club that will serve our membe

10、rs. We need to prove the satisfaction for our members. Let them feel happy and have a great experience. 注意：俱樂(lè)部中的所有崗位都是為會(huì)員提供服務(wù)的崗位，要在各自的崗位上努力提高會(huì)員滿意度，做到讓會(huì)員擁有愉快的消費(fèi)體驗(yàn)和運(yùn)動(dòng)體驗(yàn)。會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)日常工作內(nèi)容及會(huì)籍顧問(wèn)日常工作內(nèi)容及高效工作手冊(cè)的使用高效工作手冊(cè)的使用The use of Sales Executive daily work and high quality work handbook會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)

11、籍顧問(wèn)崗前培訓(xùn) 會(huì)籍顧問(wèn)高效工作手冊(cè)基本內(nèi)容會(huì)籍顧問(wèn)高效工作手冊(cè)基本內(nèi)容 Sales Executive high quality work handbook The form of monthly work. 月工作用表 Compare form for monthly plan. 月業(yè)績(jī)計(jì)劃實(shí)施對(duì)照表 會(huì)籍顧問(wèn)高效工作手冊(cè)表1-月業(yè)績(jī)計(jì)劃實(shí)施對(duì)照表.doc The form of daily work. 日工作用表 Appt form list.每日約見(jiàn)一覽 會(huì)籍顧問(wèn)高效工作手冊(cè)表2-每日約見(jiàn)一覽表.doc New Target Customer list 新目標(biāo)客戶一覽 會(huì)籍顧問(wèn)高效工作

12、手冊(cè)表3-新目標(biāo)客戶一覽表.doc會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn) 會(huì)籍顧問(wèn)高效工作手冊(cè)基本內(nèi)容會(huì)籍顧問(wèn)高效工作手冊(cè)基本內(nèi)容 Sales Executive high quality work handbookClassify directory list 分類(lèi)目錄用表 Following Ti TI 跟進(jìn)表會(huì)籍顧問(wèn)高效工作手冊(cè)表4-TI跟進(jìn)表.doc Lost client list 流失來(lái)賓一覽表會(huì)籍顧問(wèn)高效工作手冊(cè)表5-流失來(lái)賓一覽.doc New member List 新會(huì)員一覽表會(huì)籍顧問(wèn)高效工作手冊(cè)表7-新會(huì)員一覽back.doc Check in List (only for g

13、reen paper) 來(lái)賓登記匯總（只要綠聯(lián)）會(huì)籍顧問(wèn)其它用表來(lái)賓登記.doc Team client List 團(tuán)體客戶開(kāi)發(fā)一覽表會(huì)籍顧問(wèn)高效工作手冊(cè)表6-團(tuán)體客戶開(kāi)發(fā)一覽.doc Boxing for information List 信息收集箱一覽 會(huì)籍顧問(wèn)高效工作手冊(cè)表8-信息收集箱一覽.doc Notice: Form is just a tool. It will help you think logically and work efficiently, it is not meant to be an extra burden. 注意：表格是一種工具，幫助你形成好的思維習(xí)慣和

14、 工作條理，而不是一項(xiàng)額外負(fù)擔(dān)。 會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)每日工作中的其他事項(xiàng)每日工作中的其他事項(xiàng)Other important tasks of daily workOther important tasks of daily work Check Appt list before finish work. 下班前把自己明日約見(jiàn)登記到約見(jiàn)管理一覽中會(huì)籍顧問(wèn)其它用表約見(jiàn)管理一覽.doc Confirm Appt which is responsible by early staff. 早班負(fù)責(zé)為所有人當(dāng)日的約見(jiàn)進(jìn)行確認(rèn) Register every non-member. 每接待一位非

15、會(huì)員都要到非會(huì)員來(lái)訪一覽表中進(jìn)行登記會(huì)籍顧問(wèn)其它用表非會(huì)員來(lái)訪一覽.doc Register every TI information after reception. 每接到一個(gè)TI都要到電話咨詢一覽中進(jìn)行登記 會(huì)籍顧問(wèn)其它用表電話信息一覽.doc會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)每日工作中的其他事項(xiàng)每日工作中的其他事項(xiàng)Other important tasks of daily workOther important tasks of daily work Check Appt list before finish work. 下班前把自己明日約見(jiàn)登記到約見(jiàn)管理一覽中 會(huì)籍顧問(wèn)其它用表約見(jiàn)管

16、理一覽.doc Confirm Appt which is responsible by early staff. 早班負(fù)責(zé)為所有人當(dāng)日的約見(jiàn)進(jìn)行確認(rèn) Register every non-member. 每接待一位非會(huì)員都要到非會(huì)員來(lái)訪一覽表中進(jìn)行登記 會(huì)籍顧問(wèn)其它用表非會(huì)員來(lái)訪一覽.doc Register every TI information after reception. 每接到一個(gè)TI都要到電話咨詢一覽中進(jìn)行登記 會(huì)籍顧問(wèn)其它用表電話信息一覽.doc會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)銷(xiāo)售各環(huán)節(jié)工作的銷(xiāo)售各環(huán)節(jié)工作的基礎(chǔ)技巧基礎(chǔ)技巧Basic techniques for dail

17、y work會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)電話咨詢的應(yīng)答電話咨詢的應(yīng)答Answering of TIAnswering of TI What is goal for answering TI? 電話咨詢應(yīng)答的目的是什么？ Let client feel good service and set an Appt. 讓客戶擁有完美的咨詢體驗(yàn)并形成約見(jiàn) What are the principles of answering TI? 電話咨詢應(yīng)答的主要原則有哪些？ Let your voice transmit your smile 讓你的聲音帶有微笑 Understand the source

18、of information. 準(zhǔn)確了解信息來(lái)源 Have the initiative and control the topic. 掌握主動(dòng)并控制談話 會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)電話咨詢的應(yīng)答電話咨詢的應(yīng)答Answering of TIAnswering of TI Do not talk about price details and do not let the customer feel you are avoiding the topic. 不具體介紹價(jià)格又不可讓人感覺(jué)有意躲閃 Apply for TO if you cannot control the TI. 對(duì)于無(wú)法控制

19、的電話咨詢申請(qǐng)TO Sign the form after TI. (register at the receptionist or classify directory) 電話掛斷后要有書(shū)面記錄（前臺(tái)登記/分類(lèi)目錄） Learn how to use the format of TI. 學(xué)會(huì)使用電話咨詢處理模板會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)電話咨詢處理模版電話咨詢處理模版 Format for TIFormat for TIThanks for your holding. What can I do for you?Thanks for your holding. What can I d

20、o for you? 感謝您的等候。我怎么樣可以幫助您？感謝您的等候。我怎么樣可以幫助您？ （Normally client will tell you his plan for exercising. 客戶一般會(huì)說(shuō)要了解有關(guān)俱樂(lè)部的某項(xiàng)資訊）So you want to exercise your_ (So you want to exercise your_ (repeat clients plan). No ). No problem. Let us know each other at first. I am _. Could you problem. Let us know each

21、 other at first. I am _. Could you please tell me your name?please tell me your name? 您是想要您是想要（重復(fù)客戶的要求）_，沒(méi)問(wèn)題！先讓咱們認(rèn)識(shí)一下。沒(méi)問(wèn)題！先讓咱們認(rèn)識(shí)一下。我是我是_，請(qǐng)問(wèn)怎么稱呼您？請(qǐng)問(wèn)怎么稱呼您？_ How do you know our gym?_ You want to know the gym for yourself How do you know our gym?_ You want to know the gym for yourself or for anybody el

22、se?_or for anybody else?_ 您是怎么知道我們的？您是怎么知道我們的？_您是為自己咨詢還是其他人咨您是為自己咨詢還是其他人咨詢？詢？_會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)電話咨詢處理模版電話咨詢處理模版 Format for TIFormat for TICould you please tell me what is your goal for your exercising?_(Could you please tell me what is your goal for your exercising?_(If the client ask you about the p

23、rice) We have many kinds of membership card and training plan. That is ) We have many kinds of membership card and training plan. That is depend what your need. So could you please tell me what is your goal for your depend what your need. So could you please tell me what is your goal for your exerci

24、sing?exercising? 請(qǐng)問(wèn)您想來(lái)健身的目的是什么呢？請(qǐng)問(wèn)您想來(lái)健身的目的是什么呢？ _ （如果對(duì)方搶先問(wèn)價(jià)格）（如果對(duì)方搶先問(wèn)價(jià)格）我們有很多種會(huì)員卡類(lèi)別和健身計(jì)劃，根我們有很多種會(huì)員卡類(lèi)別和健身計(jì)劃，根據(jù)您的具體需要來(lái)選擇，請(qǐng)問(wèn)您想來(lái)健身的目的是什么呢？據(jù)您的具體需要來(lái)選擇，請(qǐng)問(wèn)您想來(lái)健身的目的是什么呢？_Ok. Let me introduce about our gym firstly. (Ok. Let me introduce about our gym firstly. (introduce few of your program and establishment):

25、_ So which program do you prefer after my ):_ So which program do you prefer after my introduction?_introduction?_ 那我就簡(jiǎn)單介紹一下我們的俱樂(lè)部那我就簡(jiǎn)單介紹一下我們的俱樂(lè)部（簡(jiǎn)要介紹項(xiàng)目及設(shè)施）：_聽(tīng)起來(lái)您對(duì)俱樂(lè)部的哪些內(nèi)容比較感興趣呢？聽(tīng)起來(lái)您對(duì)俱樂(lè)部的哪些內(nèi)容比較感興趣呢？_會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)Follow the goal what you have tell me, few of our establishment and program like _ it

26、 is good for you and can help you achieve your goal. What about let me make a reservation for you. And I can arrange one of our trainers to explain to you how to help you achieve your plan after you visit our gym. And we will give you the details about introduction. What is your thinking? 根據(jù)您剛才提到的健身

27、目的，我們這里的幾種器械和課程比如 對(duì)幫助您達(dá)到您的健身目的都特別有幫助，不如我們約個(gè)時(shí)間，您來(lái)俱樂(lè)部參觀, 屆時(shí)我約好我們的教練針對(duì)您的身體情況給您一些具體的運(yùn)動(dòng)的建議，我也可以為您做更詳細(xì)的介紹，您看好嗎？會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)So what time is good for you? Today or tomorrow?_ 那您今、明兩天哪天有空？ _And when do you prefer? In the morning afternoon or evening? 哪個(gè)時(shí)間對(duì)您比較方便，上午，中午還是晚上？Let me check about the schedule (

28、check the trainer schedule). There is a _ class at _oclock (our Mr. / Miss _ trainer at gym). How about this time? 讓我看一下課程表（教練的排班表）， 點(diǎn)鐘有一節(jié)_ 課（我們的資深教練_在崗），您在這個(gè)時(shí)間過(guò)來(lái)好嗎？會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)OK. I will make a reservation for you at this time. Could you please OK. I will make a reservation for you at this time

29、. Could you please give me your full name_, your phone number_, anybody will come give me your full name_, your phone number_, anybody will come with you together?_with you together?_ 好的，那我?guī)湍鲆幌骂A(yù)約登記。麻煩您給我一下您的全名_，您的聯(lián)系電話_，會(huì)有別人與您同來(lái)嗎？_一共幾位呢？_OK. Let me repeat the reception for you. Your full name is_. Y

30、our OK. Let me repeat the reception for you. Your full name is_. Your phone number is_. And the reservation time is _. The reception phone number is_. And the reservation time is _. The reception person is me. So when you arrive the gym just tell receptionist my name person is me. So when you arrive

31、 the gym just tell receptionist my name is ok. Do you know how to get our gym? is ok. Do you know how to get our gym? 好的，我為您重復(fù)一下您的預(yù)約，您的全名是_，您的電話是_，預(yù)約時(shí)間為_(kāi)，接待人是我，我的名字是_您來(lái)的時(shí)候告訴前臺(tái)您的名字請(qǐng)他們叫我就可以了。您知道我們俱樂(lè)部的具體位置嗎？會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)If there is any changing, could you please give me a call? 如果您臨時(shí)有事需要調(diào)整預(yù)約時(shí)間，麻煩您給我

32、打個(gè)電話好嗎？Thanks for calling Powerhouse gym. Good-bye. 感謝您致電寶力豪健身，再見(jiàn)！會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)非會(huì)員來(lái)訪者的接待非會(huì)員來(lái)訪者的接待 Reception of Non-MemberReception of Non-MemberWhat is goal for receive non-member?非會(huì)員來(lái)訪者接待的目的是什么？Get across reception and introduction that let non-member become our member.通過(guò)接待和介紹使非會(huì)員成為會(huì)員。How to rec

33、eive non-member?非會(huì)員來(lái)訪者接待的基本流程是什么？Client register (at receptionist)-register asking and answer-visiting the gym-bargain or TO-fill out the contract來(lái)賓登記的前臺(tái)環(huán)節(jié)來(lái)賓登記問(wèn)答引導(dǎo)參觀 價(jià)格介紹成交 或TO 填寫(xiě)入會(huì)和約會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)非會(huì)員來(lái)訪者的接待非會(huì)員來(lái)訪者的接待 Reception of Non-MemberReception of Non-Member What is the fundamental for receive

34、 non-member? 非會(huì)員來(lái)訪者接待的主要原則有哪些？ Abidance the flow rigorous 嚴(yán)格遵守接待流程 Make every non-member visit as WI. 把所有的非會(huì)員來(lái)訪當(dāng)成走入來(lái)接待 Keep smiling. 自始至終保持最燦爛的微笑 Find what client need找到客人的真正需求而為你的產(chǎn)品找到對(duì)應(yīng)價(jià)值 會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)非會(huì)員來(lái)訪者的接待非會(huì)員來(lái)訪者的接待 Reception of Non-MemberReception of Non-Member Control talking affectionatel

35、y. 親切地把控談話進(jìn)程, 具有攻擊性但不要溢于言表 If client can not make design that is your time to be a good consultant. 當(dāng)客戶沒(méi)有主意時(shí)發(fā)揮顧問(wèn)作用 Do not be a winner in front of the client. 不在客戶面前扮演勝利者 Let client have perfect service. 讓客戶擁有完美的購(gòu)買(mǎi)體驗(yàn)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)來(lái)賓登記前臺(tái)環(huán)節(jié)要素來(lái)賓登記前臺(tái)環(huán)節(jié)要素 Receiving the Guest registry, leave front desk 接

36、過(guò)來(lái)賓登記，撕下首聯(lián)留給前臺(tái) Greeting clients. Hand shake and introduce yourself. 問(wèn)候客人，與客人握手并進(jìn)行自我介紹 Get the information of client in the form. And use their name. 迅速看表中內(nèi)容，用姓氏稱呼客人 Understand whether or not first time at club 了解客人是否為第一次來(lái)訪 Welcome clients. 邀請(qǐng)客人進(jìn)入 Understand how client know our club when introduce ou

37、r club. 行進(jìn)中了解客人了解我們的途徑會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)來(lái)賓登記問(wèn)答要素來(lái)賓登記問(wèn)答要素 How to make a registryHow to make a registryFinish interlocution with appetency. 以極強(qiáng)的親和力完成問(wèn)答Use the question from the form that can easily understand the client information 善于利用表格中問(wèn)題了解客戶信息Try to change the written question become yours, and then

38、 make natural communication. 要練習(xí)把書(shū)面的問(wèn)題變成自己的話說(shuō)出來(lái)，從而與客人自然交流Write down every question about what client need to know. 要將客戶的相關(guān)回答記錄在表格中 （此表格將作為重要文件進(jìn)入分類(lèi)目錄）Use linking question felicitousness 恰當(dāng)使用鏈接性問(wèn)題會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)來(lái)賓登記問(wèn)答要素來(lái)賓登記問(wèn)答要素 How to make a registryHow to make a registry Understand clients worry abo

39、ut and solve that. 理解與問(wèn)題相對(duì)應(yīng)的客戶擔(dān)憂并排除 Get the promise from the client. 得到充分的客戶承諾 Lead client have feedback and expect the club. 引導(dǎo)客人進(jìn)入積極回應(yīng)狀態(tài)并對(duì)俱樂(lè)部有所期待 Control how to deal with the problem. 把握所有問(wèn)題的處理技巧 會(huì)籍顧問(wèn)其它用表來(lái)賓登記.doc會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)引導(dǎo)參觀要素引導(dǎo)參觀要素 Client VisitingClient VisitingWhen invite client visiting

40、 our gym, you must get registration form with special nip. And fill out the information about the client. 參觀過(guò)程中必須將來(lái)賓登記表附在專用硬夾上隨身攜帶，并對(duì)相關(guān)信息進(jìn)行記錄Let client experience the gym. 引入客戶多種感官體會(huì)俱樂(lè)部Could introduce other members and trainers to client that depend what is his plan. 可以結(jié)合其健身目的適時(shí)向其介紹俱樂(lè)部的其他會(huì)員或教練Try to

41、 let client feel he is one of the members of our gym. 盡可能營(yíng)造客人已經(jīng)成為會(huì)員的感覺(jué)Ask “Golden Key” Questions 進(jìn)行“金鑰匙”問(wèn)題的提問(wèn)會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)價(jià)格演示要素價(jià)格演示要素 Price DemoPrice DemoThe flow of price demo. 價(jià)格演示的流程 anticipate bargain disposal introduction demo handbook price analyses 預(yù)期成交處理演示手冊(cè)介紹價(jià)格分析Fundamental of price dem

42、o 價(jià)格演示的原則 must use price demonstrate handbook 一定要使用價(jià)格演示手冊(cè) strong appetency 親和力一定要強(qiáng) always suggest the best consultant 永遠(yuǎn)極力推薦最頂級(jí)的會(huì)籍種類(lèi)與客戶采取非對(duì)抗的角度 change the plan after 5 times refuse 在被拒絕5次以后才可以將推薦目標(biāo)下調(diào) accent the values before depreciate 讓利（降價(jià)）之前多次多角度地強(qiáng)調(diào)價(jià)值 depreciate after client make confirm. 讓利必須在得到

43、客戶承諾的前提下會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)價(jià)格演示的技巧 Write down the price after you show it. 在看完標(biāo)準(zhǔn)價(jià)格之后轉(zhuǎn)為手寫(xiě)演示 Fundamental of two choose one 二選一的原則貫穿始終 Please do not show two prices to client. Show two different program to your client. 不要讓你的介紹單上同時(shí)出現(xiàn)兩種以上的價(jià)格 永遠(yuǎn)在兩個(gè)方案中找到與客戶預(yù)期接近的方案會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)價(jià)格演示的技巧 How to abstain price e

44、ntangle. 如何避免緊緊圍繞價(jià)格的糾纏 Accent the values, link what they need and values. 強(qiáng)調(diào)價(jià)值，向客戶進(jìn)行價(jià)格“相對(duì)性”的教育 緊密連接需求與價(jià)值（鉆戒與婚紗照） Use balance formula 使用天平公式 How to analyses price. 對(duì)于價(jià)格如何分析運(yùn)用化整為零的分析方法 Analyses client daily consume and balance that. 分析客戶的日常其它消費(fèi)并進(jìn)行對(duì)比會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)小貼士：實(shí)現(xiàn)銷(xiāo)售的跡象和快捷鍵小貼士：實(shí)現(xiàn)銷(xiāo)售的跡象和快捷鍵 The ev

45、idence of sells is through reception course client put up purchase signal. Include clients action and diction. All of these can help you bargain. 實(shí)現(xiàn)銷(xiāo)售的跡象是指接待過(guò)程中，來(lái)賓表現(xiàn)出來(lái)可能購(gòu)買(mǎi)的重要信號(hào)，包括你可以察覺(jué)到的來(lái)賓感興趣的行為或言語(yǔ)，這些行為或言語(yǔ)可幫助你順利、迅速地成交。例如： a. client asks what is special about the gym. 來(lái)賓詢問(wèn)有關(guān)健身房特色的特殊問(wèn)題。 b. order expla

46、in some specialty. 要求特別說(shuō)明某方面內(nèi)容。 c. keep smiling and exciting. 面帶微笑并表現(xiàn)得很興奮。 d. ask visit gym again. 還要求再一次參觀某處。會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)小貼士：實(shí)現(xiàn)銷(xiāo)售的跡象和快捷鍵小貼士：實(shí)現(xiàn)銷(xiāo)售的跡象和快捷鍵 Keyboard shortcuts is client main interesting with. For example: 快捷鍵是來(lái)賓主要的興趣點(diǎn)所在。例如： a. lose weight 減重 b. accommodate function 調(diào)節(jié)心肺功能 c. add wei

47、ght 增重會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)常見(jiàn)拒絕的應(yīng)對(duì)常見(jiàn)拒絕的應(yīng)對(duì) Normal answer the refuseNormal answer the refuse Foreclose refuse before visiting. Use clients saying convince themselves. 在引導(dǎo)參觀之前預(yù)先處理拒絕，用客人自己的話去說(shuō)服他們才會(huì)有效 Element of refusal have 3: price, client confirm and family suggestion. 真正的拒絕要素有3個(gè)：價(jià)格、客戶承諾、家人意見(jiàn) You should ha

48、ve thinking course before face to refuse: estimate refuse regimentation estimate have foreclose or not find how to answer the refuse find how to explain that. 對(duì)一切借口的應(yīng)對(duì)都要經(jīng)歷的思維過(guò)程：判斷拒絕要素類(lèi)別判斷是否經(jīng)過(guò)預(yù)先處理找到可用于排除拒絕的客人語(yǔ)言怎樣柔和切入會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)常見(jiàn)拒絕的應(yīng)對(duì)常見(jiàn)拒絕的應(yīng)對(duì) Normal answer the refuseNormal answer the refuse Pract

49、ice 練習(xí)練習(xí)： 1. “I want to go back and discuss with my family” “我要回去和家人商量一下” 2. “I still want to visit another gym” “我想再到其他俱樂(lè)部看一下”3. “Im worry about I cannot insist to come here” “我怕買(mǎi)了又不能堅(jiān)持”4. “I think the location is not convenient” “你們這里的地點(diǎn)對(duì)于我來(lái)講太不方便”5. “Im so busy. I dont have enough time.” “我太忙，沒(méi)時(shí)間”

50、會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)常見(jiàn)拒絕的應(yīng)對(duì)常見(jiàn)拒絕的應(yīng)對(duì) Normal answer the refuseNormal answer the refuse Practice 練習(xí):6. “Let me think about that” “我再考慮一下”（這不該成為拒絕借口）7. “I think it is too expensive to me.” “我覺(jué)得價(jià)格太貴了”8. “I have some friend will join here. We can come together” “我還有朋友要來(lái)，回頭我們一起來(lái)”9. “I am ask for another people

51、not me.” “我是給別人問(wèn)，不是我要來(lái)”10. “Thanks for the intro. If I join the gym I will find you” 謝謝你的介紹，我辦卡時(shí)會(huì)來(lái)找你”11. “I have to leave, I will find you later.” “我現(xiàn)在急著走，回來(lái)我來(lái)找你” 會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)如何設(shè)置和引入如何設(shè)置和引入TOTOHow to setup and import TOHow to setup and import TO Who can help you make TO? 誰(shuí)可以幫助你來(lái)TO? TO is not mea

52、ns depreciate. TO不等于找經(jīng)理來(lái)降價(jià) TO is not let manager or trainer in front of client crudeness. TO不是生硬地把經(jīng)理（教練）推到客人面前 Cannot give empty form when ask manager or trainer make TO. TO時(shí)不能交給經(jīng)理（教練）一張空白的來(lái)賓登記 會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)如何設(shè)置和引入如何設(shè)置和引入TO How to setup and use TOTO How to setup and use TO How to setup TO? How to

53、 setup TO? 如何設(shè)置如何設(shè)置TO?TO? If client always refuse that we can setup TO. The technique is: If client always refuse that we can setup TO. The technique is: 設(shè)置設(shè)置TOTO一般是發(fā)生在客戶再三提出拒絕因素的情況下，處理技巧為一般是發(fā)生在客戶再三提出拒絕因素的情況下，處理技巧為 1 1）Understand why client refuse. Understand why client refuse. 對(duì)客戶的拒絕表示極大理解對(duì)客戶的拒絕表示極

54、大理解 2 2）Show will get boon for client heart to heart.Show will get boon for client heart to heart. 誠(chéng)懇地表示希望幫助客人得到實(shí)惠誠(chéng)懇地表示希望幫助客人得到實(shí)惠 3 3）(if only for price) let client make a confirm.(if only for price) let client make a confirm. （如果只剩價(jià)格問(wèn)題）取得客戶承諾（如果只剩價(jià)格問(wèn)題）取得客戶承諾 4 4）ponder for a minutes ponder for a mi

55、nutes 略加思索略加思索 5 5）show how will you solve this situation (setup TO)show how will you solve this situation (setup TO) 向客戶表明你的辦法（引入向客戶表明你的辦法（引入TOTO），并適當(dāng)暗示客人），并適當(dāng)暗示客人 如何與你配合。如何與你配合。 會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)CasesCases案例：案例： Your client refuse you for a few times and use different reason. You can not estimate w

56、hich one is the real one. You can say: “Mr., I really understand you can not design because it is not cheap. Of course I hope you can be our member and have big discount. Whatever you join our gym or not today, I hope you can get harvest after you finish visiting. What about let me introduce a train

57、er to tell you how to make some simple exercise and then you can do it at your home. Please wait for a second.” (sells manager and trainer can be together) 你的客人再三拒絕你，給你不同的借口，你無(wú)法判斷什么是真正原因，你可以說(shuō)：“ xx先生，我非常理解您很難一下子做決定，畢竟這不是一個(gè)很小的數(shù)字。當(dāng)然，我很希望您能成為我們的會(huì)員，同時(shí)又得到最大的優(yōu)惠，不管您今天是否加入，我都希望您今天能有所收獲，這樣吧，我請(qǐng)我們的一位資深教練給您介紹一些簡(jiǎn)

58、單的健身方法，至少您在家里也可以自己開(kāi)始做一些運(yùn)動(dòng)了，您稍等一下”（銷(xiāo)售經(jīng)理可以和教練共同進(jìn)入） Pay attention: You also can do some easy way to solve that. Like you can say: “please wait for a second and I will give you some data.” 注：你也可以使用簡(jiǎn)便的方法：“請(qǐng)您稍等，我?guī)湍靡恍┵Y料帶走?！逼浜蠼?jīng)理可以自然地?cái)y資料進(jìn)入。會(huì)籍顧問(wèn)崗前培訓(xùn)會(huì)籍顧問(wèn)崗前培訓(xùn)Case Case 案例：案例： Your client think the member card i

59、s expensive, and he wants to ask some discount. You can say: “Mr., I really understand you and I hope you can join our gym. Of course I hope you can get a big discount. Hope you can understand that our price is the same as other powerhouse gym include other citys powerhouse. (hold on for a second) C

60、an you sure you will decide you will join our gym if I could give you some discount? (after client confirm) Ok I got it. What about I ask my manager and help you get a discount. Please wait for a while. (at this time manager come here) 你的客人認(rèn)為會(huì)員卡的價(jià)格太貴，想要尋求一些折扣，你可以說(shuō)：“ xx先生，我非常希望您能成為我們的會(huì)員，也希望您得到最大的優(yōu)惠，不