1、华尔街课程顾问华尔街课程顾问CC专业培训资专业培训资料料First Interview for Sales Presentation 重要性重要性-Why English有效性有效性-Why WSE紧迫性紧迫性-Why Now THE CLIENT SHOULD LEAVE WITH BELOW 3 PROBLEMS SOLVED Preparation The PresentationProcessWelcome ClientIce breakingShow CenterPromotion giftQ&ABiz Card Exchange Solution&AdvantageSelf Int
2、roductionOBJECTIVETo Have PreparedTo be mentally and physically ready to give a great presentation1.Personal appearance2.Clean and tidy office3.Stationery4.Business card5.Registration form6.Handout 7.PCPCONSULTATIONSTEP 1:Preparation8.Sales Manual -Scholarship Certificate -Guarantee letter -Price li
3、st -New/renew contract -Method explanation -Level descriptionATTITUDEConfident&ProfessionalYou never have a second chance to make a first impressionEstablish a relationship&make a great first impressionProfessional,Natural,Confident and FriendlyCONSULTATIONSTEP 2:Welcome Client 1.Read though the que
4、stionnaire 2.Walk directly to the prospect 3.Introduce yourself/Shake hands 4.Welcome the prospect:Welcome,my name is,Im your course consultant,Is your 1st time to come?5.Walk with the prospect and show aroundOBJECTIVEHOWATTITUDEOBJECTIVEEstablish a relationship and win the trust1.Smile2.How did you
5、 come here/convenient 3.Talk about weather,traffic4.Do you have any friend used to study here?Natural,Confident,PleasedBe a friendCONSULTATIONSTEP 3:Break the IceHOWATTITUDESmall Talk with the client when you show the centerOBJECTIVELINE OF ARGUMENTRESOURCESATTITUDETOOLSVisualize the Learning Proces
6、s/Warm up 1.Lab 2.Classrooms 3.Social Club 4.English Corner When we show the client the Center and talk about the activities we get them involved.We use the second person,introducing him/her to a teacher and the Sec/Receptionist.Relaxed.Greet other students/staffThe whole Center,staff,students CONSU
7、LTATIONSTEP 4:Show CenterOnly need simply introduce the different facilityCheerful,Happy,Excited&ProfessionalCONSULTATIONSTEP 5:Promotion GiftHandlingOBJECTIVE HOW ATTITUDE1.Hand the gift to the client2.Explanation of the promotion gift3.Congratulate themGive free gift to the client Congratulations
8、Cheerful,Happy,ProfessionalCONSULTATIONSTEP 6:CCs Role IntroductionOBJECTIVE HOW ATTITUDE1.Introduce yourself to the client2.Your name again,and Chinese name3.Tell the client what you are going to do next today4.Tell the client whats your responsibility in the futureCC self-introduction to the clien
9、tNice,ProfessionalCONSULTATIONSTEP 7:Biz card exchangeOBJECTIVE HOW ATTITUDE1.This is my Biz card2.Lets change the card3.Thanks/Its Ok,Then bring me next timeGet clients Biz card/prepare for the next step:Q&AKey Concepts of Selling ProcessOpportunityNeedFeatureClose ProbeBenefitPersuadeKEY CONCEPT O
10、F THE SELLING PROCESSOBJECTIVEHOW ATTITUDE1.Guild the client talk2.Listen 3.Take notesCare,Interested,Focus,Friendly,Encourage,GuildCONSULTATIONSTEP 8:Q&ADesire&Decision makerKey Concepts of Selling ProcessKEY QUSETIONS TO ASK CLIENTS 过去 1现在 2未来 3英语学习 AA1A2A3工作生活 BB1B2B3 B3=Desire Benefit Investment
11、Key Concepts of Selling ProcessKEY QUSETIONS TO ASK CLIENTS Start 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/position Position in the company(development)Posit
12、ion detailed job responsibilityAddress:Time/Traffic A2:How is your English level?Do you need to speak English when you work?Is there any foreigner in your company?B2:Whats 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 En
13、glish:Meeting/report/call/email/presentation?How often do you speak English?How long have you worked in this company?Is your 1st job?B1:Whats your last job?Why do you change to the current job?Where are you from?Why do you come to SH?KEY QUSETIONS TO ASK CLIENTS KEY QUSETIONS TO ASK CLIENTS B3:Can y
14、ou 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:Whats your past learning experience?A2：List all problems九大困难：勾引
15、九大困难：勾引+诊断诊断大班授课大班授课中教老师，老师质量中教老师，老师质量缺乏语言环境缺乏语言环境发音不准不敢开口发音不准不敢开口紧张害羞尴尬不敢开口紧张害羞尴尬不敢开口死记硬背，前背后忘死记硬背，前背后忘中文思维中文思维经常出差加班时间不固定经常出差加班时间不固定惰性，无法坚持惰性，无法坚持OBJECTIVECONSULTATIONSTEP 9:Solution&AdvantagesLINE OF DISCUSSION 1.Review whats the client current English situation,problems,objectives2.Find out clie
16、nts Key problems that can be only solved by WSE3.Offer solution:I think what you need is4.Then Let me introduce how WSE could help you to solve such problems and reach your learning objectives ATTITUDEProfessional Bridge for the Q&A to MethodBrief idea for both Client and CCFeature and BenefitFAB Ta
17、lkFeatureBenefitAdvantageProducts characteristicsThe detailed advantagesProducts value to clients has features that is to say so you can OBJECTIVECONSULTATIONSTEP 10:MethodLINE OF DISCUSSIONHOWExplain what method worksUse the method formMake the client feel:It will work for me ATTITUDE Honest,Profes
18、sional and cheerfulGive a short explanation on how the method works.You should always include the clients need and offer clear solutions and advantages.Make connections!Monday to Friday:9:00 am to 9:00 pm Saturday&Sunday:9:00 am to 7:00 pmCONSULTATIONSTEP 11:MULTIMETHOD SOCIAL CLUB ACTIVITYWITH FORE
19、IGN TEACHER12 STUDENTS MAXIMUMENGLISH CORNER+E-VILLAGEMUST CREATE VALUE!CLASS WITH FOREIGN TEACHER 4 STUDENTS MAXIMUMFLUENCY CLASSWITH FOREIGN TEACHER8 STUDENTS MAXIMUMCOMPLETE STUDENT MANUALPREPARATION IN THE SPEAKING ZONE or ENGLISH ANYTIME STUDY ADVISORAny questions?OBJECTIVECONSULTATIONSTEP 12:F
20、eedbackLINE OF ARGUMENT 1.Ultimate flexibility in time and physical location2.Additional fun content via the internet3.Customized study level4.Exercise review 5.Great control over studying pace6.Additional exercises and dictionaries7.On-line service(reserve activity,review schedule,check progress,up
21、date information,the Villge,English Anytime)Explain advantages of English AnytimeWALL STREET ENGLISHBrief History“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，
22、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流利的英文”CONSULTATIONSTEP 13:Customer Feedback“DO YOU HAVE ANY QUESTIONS?”OBJECTIVELINE OF ARGUMENTLevel reached at the end of eachstage CREATE VALUE!SurvivalWay stageUpper Way stageThresholdMilestoneMasteryBOL(1-6)CONSULTATIONSTEP 14
23、:Level DescriptionHOWIntroduce WSI courses with PCPAccording to customers needsOBJECTIVELINE OF DISCUSSIONRESOURCESTOOLSDesign WSI courses“WSI has what I need”CREATE VALUE!Offer 2 optionsPaint the picturePCPShow Level Select SoftwareThe method is 17 levels Lets say you start on.You need to come back
24、 for entrance test.Well find out with the test.Level 3 is a basic knowledge of English.On the 6th youll begin to develop fluency,the 9th is high communication ability and the 12th is an advanced level.CONSULTATIONSTEP 15:Personal CourseProposal on PCPBOL 1BOL 2BOL 3BOL 4BOL 5BOL 6PAINTING THE PICTUR
25、EIn 3 months Miss Wang,you will-In 6 months Miss Wang,you will be able to express yourself more clearly in you meetings,documents,reports at Motorola.In 9 months Miss Wang,you will-In just one year Miss Wang,you will have improved 6 levels and you will be much more confident in those meetings at Mot
26、orola.You will be able to do the translations for your boss at Motorola and Im sure he will be very happy and he will have to give you a raise in salary or a promotion!OBJECTIVECONSULTATIONSTEP 18:Total Price ExplanationLINE OF DISCUSSION1.The total tuition fee is,32,7002.What do you think?3.Expensi
27、ve?NO!4.Its a investment for your future.5.Make them suffer6.Paint the picture.HOW1.Explain the total price without any discount!2.write down on PCPYou get your moneys worth ATTITUDE Calm,Firm,confident,ProfessionalOBJECTIVECONSULTATIONSTEP 19:Price Value Build-upLINE OF DISCUSSIONUnlimited lab hour
28、sStudents manualsDiskettesConversation ClassesSocial Club ActivitiesEnglish CornerGuarantee HOWExplain what price includesWrite down on PCPBuild up the price value ATTITUDE Professional,confidentCONSULTATIONSTEP 20:Guarantee ExplanationExplain the Guarantee Letter to the ClientCONSULTATIONSTEP 21:As
29、k of Clients Feedback“DO YOU HAVE ANY QUESTIONS?”OBJECTIVECONSULTATIONSTEP 22:OvercomeObjectionsLINE OF ARGUMENT Think its expensiveWhat if I dont like it later on?3.What if I give up?4.What about grammar?5.Can one learn a language with a computer?6.Is this American or British English?7.I spend all
30、day in front of a monitor it sounds boring.8.I have to ask my husband/wife/parents9.How do you guarantee the result?10.How do I study English as an Beginner?Overcome clientsobjectionsKey Concepts of Selling ProcessOvercome Objection 你们今天让我来干什么？我想来拿免费资料。你们今天让我来干什么？我想来拿免费资料。我不喜欢网上学习我不喜欢网上学习/对着电脑学习。对着电
31、脑学习。这和在家学习有何不同？这和在家学习有何不同？你们是根据什么定价？为何这么贵？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。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。这么贵的价格才上这几节外教课。你们和你们和WEB有何区别？比他们好在哪里？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。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。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。我父母说你们不固定学习时间，
32、不适合我。我没有时间我没有时间/没有钱没有钱/没有用英语的机会没有用英语的机会/学了不用就忘了学了不用就忘了 我不想学这么长时间，只想学两三个月。我不想学这么长时间，只想学两三个月。Key Concepts of Selling ProcessOvercome Objection 我只想通过考试。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。我要等我工作了我要等我工作了/找到好工作找到好工作/结婚后再说。结婚后再说。先付个定金吧先付个定金吧/不学可退吗？不学可退吗？我要回去问问我父母。我要回去问问我父母。我打个电话问一下我老公我打个
33、电话问一下我老公/老婆老婆/朋友朋友 你可以把你们的教材放给我看看吗？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。我再考虑一下吧，我这个人消费是非常理智的。我如果付我如果付2万多，你能保证我英语流利交流吗？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。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。我不喜欢便宜的东西。好，我再考虑一下给你答复好吗？好，我再考虑一下给你答复好吗？我的心里价位我的心里价位2万，万，2万我就报。万我就报。CONSULTATIONClose Priorities
34、Contract signedGet a Deposit and book ET appointmentBook 2nd Appointment for ET or DemoOBJECTIVECONSULTATIONSTEP 23:ScholarshipIntroductionTOOLS Pre-Registration Form CD/DCDHOWIntroduce scholarship.Write down 5,200RMB discount on PCP3.Explain what the scholarship is paying for3.Limited quota,Make cl
35、ient want itGet deposit A unique opportunity!CONSULTATIONHow to get depositUnder direction of standard Center procedureCD/DCD to provide assistance only if needComplete Pre-Registration FormLimited availability per monthPay deposit After deposit talkCONSULTATIONSTEP 24:CloseOffer Orientation Class1.
36、Take out Orientation Class booking schedule2.Give 2 choices for the customer to attend Orientation Class3.Take out Registration contract and start writing4.Ask for payment(cash or credit card?)STEP 25:Close 2nd InterviewOBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSClose Second InterviewLet us ma
37、ke the appointment for the entrance test?Tomorrow or the day after?Let us make the appointment for the free demo lesson?Tomorrow or the day after.Give a CHOICE.Never a“NO”option answer.Arrange interview with determination and confidencePersonal agenda Business card with date and time PRESENTATIONREG
38、ISTERING ATWALL STREET ENGLISH Registration Contract Contract terms Study agreement Entrance test result Book orientation classCONSULTATIONSTEP 26:Hand out information Hand out the WSE Orange Brochure and PCP,Entrance Test color printed result Show them out of the center,say good-bye Remind them of
39、date/time of 2nd appointmentSIGN CONTRACT AND COLLECT 签订合同并收款OBJECTIVES目标目标MY CONSULTANT WILL HELP ME我的学生顾问会帮助我I REALLY ENJOYED THE FRIENDLY AND PROFESSIONAL ATMOSPHERE我真的很喜欢那种友好、职业氛围ITS IMPORTANT TO USE THE METHOD PROPERLY 恰当使用这种方法很重要THE CLIENT MUST LEAVE WITH THE FOLLOWING CONCEPTS:客客户必须带着下列概念离开：户
40、必须带着下列概念离开：PROMOTION OF THE MONTH当月促销CREDIT CHECK信誉支票CLOSING TOOLS手段手段SALE TO PRIVATE INDIVIDUALS The Second Interview IM PLEASED.IVE MADE THE RIGHT DECISION.ILL TELL MY FRIENDS ABOUT IT我很高兴，我作出了正确决定。我会告诉我的朋友WELCOME欢迎欢迎THE SECOND INTERVIEW:The ProcessVERIFY OBJECTIONS确定目标确定目标ENTRANCE TEST入学测试入学测试CLO
41、SE SALE达成意向达成意向SIGN CONTRACT签订合同签订合同AFTER-SALE售后服务售后服务IF YOU DO NOT CLOSE若没达成意向若没达成意向OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSThe client should feel happy to be back and welcomed.Say his/her name.We should comment on something about him/her which was mentioned during the First Presentation.S
42、o,how was the weekend in the mountains?Did you manage to get the driving license?Make the client feel comfortableCheerful.Smiling.PCP(we have read it before)their return to the Center THE SECOND INTERVIEW:WelcomeOBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSThe client should have no doubts,becaus
43、e s/he will sign up after the Entrance Test.Prepare to close.Have you got any questions on what we were talking about yesterday?(They will normally ask questions about the product.They have already decided to buy.)To the point.Do not waste time.Interested,Professional.We want to help.Blank sheet of
44、paperTHE SECOND INTERVIEW:Checking ObjectionsOBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSThe client must buy now!Help him/her decide.Do you want to do_ or_ levels?Are you determined to go to T3?When do you want to start,_ or_?Give them a CHOICE.This course or this other one?ExpertPCP,Registrati
45、on FormTHE SECOND INTERVIEW:ClosingOBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSCongratulations!Sign the contract Down-payment“Lets fill in the forms.Your full name is.And you live at.Thats near.Your office phone number?”Read aloud while you are writingProfessional dialogueContract.Receipt.Welco
46、me letter,First Lesson Book,Guarantee,Appointment Card with date&time of First Lesson,Loan PapersTHE SECOND INTERVIEW:Sign the ContractOBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSS/he has made the right choiceWhen learning a language,DEDICATION is fundamental.We will meet regularly to make sure
47、 that you are satisfied and making good progress.Lets see.well meet after your First Lesson.Entrance Test Happy and RelaxedTHE SECOND INTERVIEW:After ClosingBusiness CardInformation FolderOBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSClose another interview for a Demonstration or Complementary Cl
48、ass,English Corner or Social Club Activity.Would you like to try the method?It would be a pity to miss out on the special conditions available for the first 50 students to register this month.Your Credit Check will expire on.“It would be a pity.”Calm and FirmComplementary Class Schedule Social Club
49、Calendar English Corner THE SECOND INTERVIEW:If you do not close.CONSULTANTS TMKTHE REASON WHYContacts联系Appointments booked预约Presentations咨询Contracts合同Sales销售Booking rate预约率预约率Show rate出现率出现率Closing rate合同率合同率Average price平均价平均价CONSULTANTS TELEMARKETING PLANNNED AND SYSTEMATIC USE OF THE TELEPHONE有计
50、划有规律使用电话 PRESENTATIONS咨询 SALES OBJECTIVE销售目标Recuperation of Old Contacts老客户 New Contacts新客户 Students学生Referrals介绍的朋友CONSULTANTS TELEMARKETINGTYPES OF CALLS电话种类CONSULTANTS TELEMARKETING1st2nd3rdPREPARE MATERIAL FOR THE WHOLE MONTH准备整月资料SET TIMES TO CALL (noon&eve)定下打电话时间 ONE HOUR EVERY DAY每天一小时SAME T
