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标题:
易际涨老师课程之关键时刻MOT-销售实战模拟、以服务促成销售、服务制胜
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作者:
sanshan
时间:
2010-4-16 14:39
标题:
易际涨老师课程之关键时刻MOT-销售实战模拟、以服务促成销售、服
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt; TEXT-INDENT: 44pt; TEXT-ALIGN: center"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 22pt; FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">关键时刻MOT</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 22pt; FONT-FAMILY: '黑体'; mso-spacerun: 'yes'"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 0pt; MARGIN-BOTTOM: 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 130%; TEXT-ALIGN: center"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">——</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">销售实战模拟、以服务促成销售、服务制胜</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p16 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; MARGIN-LEFT: 15.8pt; TEXT-INDENT: -15.75pt"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: 'Arial Unicode MS'; mso-spacerun: 'yes'">【</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: 'Times New Roman'; mso-spacerun: 'yes'">课程简介</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: 'Arial Unicode MS'; mso-spacerun: 'yes'">】</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Times New Roman'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
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<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt; TEXT-INDENT: 15.75pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">管理大师《追求卓越》作者 汤姆•彼得斯</SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"> </SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">MOT在全球</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt; TEXT-INDENT: 15.75pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">美国西南航空公司借助MOT连续20年取得了骄人成绩</SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"> </SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"> </SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">IBM耗资800万美元开发了MOT培训课程</SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt; TEXT-INDENT: 15.75pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">MOT培训课程成为IBM唯一一门规定所有员工都必须参加的课程</SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"> </SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"> </SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">麦当劳公司指定MOT课程为新员工上岗培训的必修课程</SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt; TEXT-INDENT: 15.75pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">MOT概念一经推出，迅速成为众多世界500强企业竞相引进的培训课程</SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"> </SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"> </SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">受惠行业涉及航空业、银行业、通信业、政府公共部门、医疗业及所有服务业</SPAN><SPAN style="FONT-SIZE: 10.5pt; COLOR: rgb(0,0,0); FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">【学员收获】</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• 认识在客户形成对我们的看法的过程中学员自己所起的作用</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• 学习如何与内部相关部门共同形成为外部顾客服务的团队</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• 深刻体会在同一个事件面前，不同的处理方式能够给顾客带来的不同看法</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• 掌握在与客户打交道过程中的有效的行为模式</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• 掌握透过表面期望洞悉客户内心真正需要的能力</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• 掌握理解客户期望并且管理客户期望的能力</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• 掌握从双赢角度出发既最大限度满足客户需求，又保护公司利益，设计行动方案的能力</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt"><SPAN class=15 style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">【课程对象】</SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">•</SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: 'Arial'; mso-spacerun: 'yes'"> </SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">企业中高层领导</SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• 直接接触顾客的人士</SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">•</SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: 'Arial'; mso-spacerun: 'yes'"> </SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">服务于内部客户的人员</SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: 'Arial'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt"><SPAN class=15 style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">【课程用时】</SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt"><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">• <FONT face=Arial>2</FONT><FONT face=宋体>天</FONT></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">（<FONT face=Arial>12</FONT><FONT face=宋体>小时）</FONT></SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt"><SPAN class=15 style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">【课程内容】</SPAN><SPAN class=15 style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">通过录像演示，用一个贯穿始终的案例逐步分场景展开，对比正反两种做法，突出表现员工个人行为能够给客户带来的价值。公司还是那个公司，产品还是那个产品，唯一变化的是员工自己的行为。随着案例故事的逐步展开，我们帮助学员学习：</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">1. 一个非常简单、好用的行为模式；</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">2. 一个分析客户心理活动的方法；</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">3. 一套相关的影响客户的技能。</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">第一部分：引言——谁扼杀了这个合约？</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 什么是客户的认知</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 客户对公司的真相认知来自与一线员工的接触</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 服务的本质：满足客户的需求</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 服务的关键：发现客户的需求的能力。</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 在服务过程中哪些方面可以为顾客增值？</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· MOT的意义</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">案例：无辜的留话者</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 为什么客户的看法和你的看法有差异？</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 怎么才能察觉将引起客户不满的迹象？</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 理解MOT行为模式</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">第二部分：MOT行为模式——探索Explore</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">MOT行为模式：第一步：探索：</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 为客户着想与客户利益分析</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 寻找及确认客户的期望</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 培养倾听客户的能力</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">案例：好心的同事</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 什么才是健康的内部客户与外部客户的关系</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 作为一个团队共同为客户创造价值：后方为前方服务，前方为后方着想</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 澄清上下游之间的期望</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 为什么顾客的期望可能是错误的？</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 如何管理客户的期望？</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 什么才是真正为客户着想？</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 为客户和公司双嬴创造条件</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">必要的影响技巧</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 挖掘客户需求的提问技术</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 聆听的关键技术</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 面对客户异议如何引导？</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">案例：繁忙的业务经理</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 分析客户在公司内的角色：替客户着想的前提</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 分析客户的期望</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 创建最大限度满足客户期望的方案</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">案例：专业的竞争对手</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 建立管理客户期望的能力</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 如何让客户充分感受到你的增值</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 如何建立信任，把细微的线索转化为业务机会</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">第三部分：MOT行为模式——提议Offer</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">MOT行为模式：第二步：提议</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 什么是恰当的提议</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 什么时候不能做提议</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 客户需求分析与公司支持能力分析</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 确保你打算处理的是一个双赢的机会</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">第四部分：MOT行为模式——行动Action</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">MOT行为模式：第三步：行动</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 5C原则：帮助你实现承诺的准则</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">案例：不会倾听的业务副总</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 察觉客户的心理期望</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 通过发现客户的心理需要为客户增值</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 如何正确使用和巩固客户关系</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 如何呈现利益：把自己的长处和客户的需要联系起来</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'">第五部分：MOT行为模式——确认Confirm</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 16pt; COLOR: rgb(0,0,0); FONT-FAMILY: '黑体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">MOT行为模式：第四步：确认</SPAN><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 画龙点睛的一笔：</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">最后的补救机会：完整满足客户的期望</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">让客户把满意说出来</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 确认用语</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">案例：于事无补的求助热线</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 复习和运用MOT模式</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><BR></SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">· 复习分析客户的期望和需求</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 7.8pt; MARGIN-BOTTOM: 7.8pt; TEXT-ALIGN: left"><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'">个人行动计划</SPAN><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: '宋体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 22pt; FONT-FAMILY: '黑体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P>
<P class=p0 style="MARGIN-TOP: 3.1pt; MARGIN-BOTTOM: 3.1pt"><SPAN style="FONT-WEIGHT: bold; FONT-SIZE: 22pt; FONT-FAMILY: '黑体'; mso-spacerun: 'yes'"><o:p></o:p></SPAN></P><!--EndFragment-->
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