服務異議探討課件

服務異議探討----電話約訪服務異議探討----電話約訪銷售=信心的傳遞+情緒的轉(zhuǎn)移銷售=信心的傳遞+情緒的轉(zhuǎn)移2什么是服務？----滿懷熱情地為別人做些什么。什么是服務？----滿懷熱情地為別人做3為什么會有異議是因為……客戶

…怕被打擾…有過不愉快經(jīng)歷

…信任前任業(yè)務員…情緒上的問題是因為……我

…我的狀態(tài)

…我的溝通

…我的專業(yè)為什么會有異議4想要盡可能避免客戶異議，能改變的是----我我是否喜歡自己、肯定自己、信任自己、重視自己？

-----自我心像我是否不斷改善自己的思想、談吐、儀態(tài)，使人人樂于親近？

-----理想個性我是否心無旁騖，絕不三心兩意，也絕不一心二用？

-----專心一志我是否把工作看成我的最大樂趣，而達到廢寢忘食的地步？

-----熱愛工作想要盡可能避免客戶異議，能改變的是----我我是否喜歡自5改變的秘訣每天進步一點點改變的秘訣每天進步一點點6

100100+(100x1%)=101101+(101x1%)=102.01102.01+(102.01x1%)=103.03103.03+(103.03x1%)=104.06104.06+(104.06x1%)=105.10105.10+(105.10x1%)=106.15106.15+(106.15x1%)=107.21107.21+(107.21x1%)=108.28108.28+(108.28x1%)=109.37109.37+(109.37x1%)=110.46110.46+(110.46x1%)=111.57111.57+(111.57x1%)=112.68112.68+(112.68x1%)=113.81113.81+(113.81x1%)=114.9516114.95+(114.95x1%)=116.1017116.10+(116.10x1%)=117.2618117.26+(117.26x1%)=118.4319118.43+(118.43x1%)=119.6120119.61+(119.61x1%)=120.8121120.81+(120.81x1%)=122.0222122.02+(122.02x1%)=123.2423123.24+(123.24x1%)=124.4724124.47+(124.47x1%)=125.7225125.72+(125.72x1%)=126.9726126.97+(126.97x1%)=128.2427128.24+(128.24x1%)=129.5328129.53+(129.53x1%)=130.8229130.82+(130.82x1%)=132.1330132.13+(132.13x1%)=133.45每天進步一點點阿達的補充資料

10016114.95+(114.95x1%)746154.93+(154.93x1%)=156.4847156.48+(156.48x1%)=158.0548158.05+(158.05x1%)=159.6349159.63+(159.63x1%)=161.2350161.23+(161.23x1%)=162.8451162.84+(162.84x1%)=164.4752164.47+(164.47x1%)=166.1153166.11+(166.11x1%)=167.7754167.77+(167.77x1%)=169.4555169.45+(169.45x1%)=171.1456171.14+(171.14x1%)=172.8657172.86+(172.86x1%)=174.5858174.58+(174.58x1%)=176.3359176.33+(176.33x1%)=178.0960178.09+(178.09x1%)=179.8731133.45+(133.45x1%)=134.7832134.78+(134.78x1%)=136.1333136.13+(136.13x1%)=137.4934137.49+(137.49x1%)=138.8735138.87+(138.87x1%)=140.2636140.26+(140.26x1%)=141.6637141.66+(141.66x1%)=143.0838143.08+(143.08x1%)=144.5139144.51+(144.51x1%)=145.9540145.95+(145.95x1%)=147.4141147.41+(147.41x1%)=148.8942148.89+(148.89x1%)=150.3843150.38+(150.38x1%)=151.8844151.88+(151.88x1%)=153.4045153.40+(153.40x1%)=154.93每天進步一點點阿達的補充資料

42天，讓你成長50%

!46154.93+(154.93x1%)=156.876208.83+(208.83x1%)=210.9277210.92+(210.92x1%)=213.0378213.03+(213.03x1%)=215.1679215.16+(215.16x1%)=217.3180217.31+(217.31x1%)=219.4881219.48+(219.48x1%)=221.6882221.68+(221.68x1%)=223.8983223.89+(223.89x1%)=226.1384226.13+(226.13x1%)=228.3985228.39+(228.39x1%)=230.6886230.68+(230.68x1%)=232.9887232.98+(232.98x1%)=235.3188235.31+(235.31x1%)=237.6789237.67+(237.67x1%)=240.0490240.04+(240.04x1%)=242.4461179.87+(179.87x1%)=181.6762181.67+(181.67x1%)=183.4963183.49+(183.49x1%)=185.3264185.32+(185.32x1%)=187.1865187.18+(187.18x1%)=189.0566189.05+(189.05x1%)=190.9467190.94+(190.94x1%)=192.8568192.85+(192.85x1%)=194.7869194.78+(194.78x1%)=196.7370196.73+(196.73x1%)=198.6971198.69+(198.69x1%)=200.6872200.68+(200.68x1%)=202.6973202.69+(202.69x1%)=204.7174204.71+(204.71x1%)=206.7675206.76+(206.76x1%)=208.83每天進步一點點阿達的補充資料

70天，讓你提高一倍!

76208.83+(208.83x1%)=210.9106281.47+(281.47x1%)=284.28107284.28+(284.28x1%)=287.12108287.12+(287.12x1%)=289.99109289.99+(289.99x1%)=292.89100292.89+(292.89x1%)=295.82111295.82+(295.82x1%)=298.78112298.78+(298.78x1%)=301.76113301.76+(301.76x1%)=304.78114304.78+(304.78x1%)=307.83115307.83+(307.83x1%)=310.91116310.91+(310.91x1%)=314.02117314.02+(314.02x1%)=317.16118317.16+(317.16x1%)=320.32119320.32+(320.32x1%)=323.52120323.52+(323.52x1%)=326.7691242.44+(242.44x1%)=244.8792244.87+(244.87x1%)=247.3293247.32+(247.32x1%)=249.7994249.79+(249.79x1%)=252.2995252.29+(252.29x1%)=254.8196254.81+(254.81x1%)=257.3697257.36+(257.36x1%)=259.9398259.93+(259.93x1%)=262.5399262.53+(262.53x1%)=265.16100265.16+(265.16x1%)=267.81101267.81+(267.81x1%)=270.49102270.49+(270.49x1%)=273.19103273.19+(273.19x1%)=275.92104275.92+(275.92x1%)=278.68105278.68+(278.68x1%)=281.47每天進步一點點阿達的補充資料

112天，讓你提高二倍!

106281.47+(281.47x1%)=28410電話約訪成功要素心態(tài)準備

---客戶資料了如指掌

---服務心情如遇至親語言準備

---語音

---語速

---語調(diào)電話約訪成功要素心態(tài)準備11張先生：您好！我是中國人壽客戶服務專員XXX?，F(xiàn)在說話方便嗎？（什么事？方便，你說。）

是這樣，您在97年11月28日在我們公司投保了1份瀟灑明天，這份保單原來是由王敏為您服務的，現(xiàn)在因為他已調(diào)離這個崗位，所以以后就由我來為您服務，能為您服務是我的榮幸！我相信我一定會令您滿意。今天打電話給您，想跟您約個時間見個面，一來互相認識一下，二來跟您核對一下保單信息，以確保您的保險權(quán)益，您看您什么時候方便？明天下午行嗎？

張先生：12給人如遇至親的感覺：保持你的聲音帶著“微笑”表示出你的熱情讓人聽起來自信知道你正在講什么保持積極的愿意幫助的態(tài)度對于出現(xiàn)的責任，主動承擔給人如遇至親的感覺：保持你的聲音帶著“微笑”13處理異議的原則永遠不要與客戶爭吵,更不要被客戶激怒,記住客戶永遠是對的……先處理心情,再處理問題聽大于說問大于講不處理就是處理堅持正確的流程相信堅持的力量處理異議的原則永遠不要與客戶爭吵,更不要被客戶激怒,記住客14你們公司怎么總換人？不用來了，說不定你哪天也不做了！我非常理解您的心情，換了我一定也會有同樣的感受，不過您也明白，您是和中國人壽簽定的保險合同，您的權(quán)益受到國家法律的保護，客戶服務專員只是您和中國人壽之間的橋梁，我們的任務是保證您保單的有效性，及時享受到中國人壽提供給客戶的服務，做為國內(nèi)最大的一家壽險公司始終保證這種服務的延續(xù)性，絕對不會因為業(yè)務員的更換而使您的享受的權(quán)益受到任何損失。相信我的服務一定會令您滿意的，您是……”，如果客戶仍然拒絕，就在電話中直接核對通訊方式，然后寄信，再約……你們公司怎么總換人？不用來了，說不定你哪天也不做15異議處理公式理解：客戶的問題詢問：客戶的原因傾聽：客戶的說明重述以確定問題說明：自己的看法取得客戶的認同異議處理公式理解：客戶的問題16服務其實很簡單！信賴“海爾”源于三個動作：*一雙鞋套*不喝水*清潔干凈在沒有見面前，我們能給客戶留下的是什么？服務其實很簡單！信賴“海爾”源于三個動作：在沒有見面前，我們17服務異議探討----電話約訪服務異議探討----電話約訪銷售=信心的傳遞+情緒的轉(zhuǎn)移銷售=信心的傳遞+情緒的轉(zhuǎn)移19什么是服務？----滿懷熱情地為別人做些什么。什么是服務？----滿懷熱情地為別人做20為什么會有異議是因為……客戶

…怕被打擾…有過不愉快經(jīng)歷

…信任前任業(yè)務員…情緒上的問題是因為……我

…我的狀態(tài)

…我的溝通

…我的專業(yè)為什么會有異議21想要盡可能避免客戶異議，能改變的是----我我是否喜歡自己、肯定自己、信任自己、重視自己？

-----自我心像我是否不斷改善自己的思想、談吐、儀態(tài)，使人人樂于親近？

-----理想個性我是否心無旁騖，絕不三心兩意，也絕不一心二用？

-----專心一志我是否把工作看成我的最大樂趣，而達到廢寢忘食的地步？

-----熱愛工作想要盡可能避免客戶異議，能改變的是----我我是否喜歡自22改變的秘訣每天進步一點點改變的秘訣每天進步一點點23

100100+(100x1%)=101101+(101x1%)=102.01102.01+(102.01x1%)=103.03103.03+(103.03x1%)=104.06104.06+(104.06x1%)=105.10105.10+(105.10x1%)=106.15106.15+(106.15x1%)=107.21107.21+(107.21x1%)=108.28108.28+(108.28x1%)=109.37109.37+(109.37x1%)=110.46110.46+(110.46x1%)=111.57111.57+(111.57x1%)=112.68112.68+(112.68x1%)=113.81113.81+(113.81x1%)=114.9516114.95+(114.95x1%)=116.1017116.10+(116.10x1%)=117.2618117.26+(117.26x1%)=118.4319118.43+(118.43x1%)=119.6120119.61+(119.61x1%)=120.8121120.81+(120.81x1%)=122.0222122.02+(122.02x1%)=123.2423123.24+(123.24x1%)=124.4724124.47+(124.47x1%)=125.7225125.72+(125.72x1%)=126.9726126.97+(126.97x1%)=128.2427128.24+(128.24x1%)=129.5328129.53+(129.53x1%)=130.8229130.82+(130.82x1%)=132.1330132.13+(132.13x1%)=133.45每天進步一點點阿達的補充資料

10016114.95+(114.95x1%)2446154.93+(154.93x1%)=156.4847156.48+(156.48x1%)=158.0548158.05+(158.05x1%)=159.6349159.63+(159.63x1%)=161.2350161.23+(161.23x1%)=162.8451162.84+(162.84x1%)=164.4752164.47+(164.47x1%)=166.1153166.11+(166.11x1%)=167.7754167.77+(167.77x1%)=169.4555169.45+(169.45x1%)=171.1456171.14+(171.14x1%)=172.8657172.86+(172.86x1%)=174.5858174.58+(174.58x1%)=176.3359176.33+(176.33x1%)=178.0960178.09+(178.09x1%)=179.8731133.45+(133.45x1%)=134.7832134.78+(134.78x1%)=136.1333136.13+(136.13x1%)=137.4934137.49+(137.49x1%)=138.8735138.87+(138.87x1%)=140.2636140.26+(140.26x1%)=141.6637141.66+(141.66x1%)=143.0838143.08+(143.08x1%)=144.5139144.51+(144.51x1%)=145.9540145.95+(145.95x1%)=147.4141147.41+(147.41x1%)=148.8942148.89+(148.89x1%)=150.3843150.38+(150.38x1%)=151.8844151.88+(151.88x1%)=153.4045153.40+(153.40x1%)=154.93每天進步一點點阿達的補充資料

42天，讓你成長50%

!46154.93+(154.93x1%)=156.2576208.83+(208.83x1%)=210.9277210.92+(210.92x1%)=213.0378213.03+(213.03x1%)=215.1679215.16+(215.16x1%)=217.3180217.31+(217.31x1%)=219.4881219.48+(219.48x1%)=221.6882221.68+(221.68x1%)=223.8983223.89+(223.89x1%)=226.1384226.13+(226.13x1%)=228.3985228.39+(228.39x1%)=230.6886230.68+(230.68x1%)=232.9887232.98+(232.98x1%)=235.3188235.31+(235.31x1%)=237.6789237.67+(237.67x1%)=240.0490240.04+(240.04x1%)=242.4461179.87+(179.87x1%)=181.6762181.67+(181.67x1%)=183.4963183.49+(183.49x1%)=185.3264185.32+(185.32x1%)=187.1865187.18+(187.18x1%)=189.0566189.05+(189.05x1%)=190.9467190.94+(190.94x1%)=192.8568192.85+(192.85x1%)=194.7869194.78+(194.78x1%)=196.7370196.73+(196.73x1%)=198.6971198.69+(198.69x1%)=200.6872200.68+(200.68x1%)=202.6973202.69+(202.69x1%)=204.7174204.71+(204.71x1%)=206.7675206.76+(206.76x1%)=208.83每天進步一點點阿達的補充資料

70天，讓你提高一倍!

76208.83+(208.83x1%)=210.26106281.47+(281.47x1%)=284.28107284.28+(284.28x1%)=287.12108287.12+(287.12x1%)=289.99109289.99+(289.99x1%)=292.89100292.89+(292.89x1%)=295.82111295.82+(295.82x1%)=298.78112298.78+(298.78x1%)=301.76113301.76+(301.76x1%)=304.78114304.78+(304.78x1%)=307.83115307.83+(307.83x1%)=310.91116310.91+(310.91x1%)=314.02117314.02+(314.02x1%)=317.16118317.16+(317.16x1%)=320.32119320.32+(320.32x1%)=323.52120323.52+(323.52x1%)=326.7691242.44+(242.44x1%)=244.8792244.87+(244.87x1%)=247.3293247.32+(247.32x1%)=249.7994249.79+(249.79x1%)=252.2995252.29+(252.29x1%)=254.8196254.81+(254.81x1%)=257.3697257.36+(257.36x1%)=259.9398259.93+(259.93x1%)=262.5399262.53+(262.53x1%)=265.16100265.16+(265.16x1%)=267.81101267.81+(267.81x1%)=270.49102270.49