1、1Q&A Gloria Ge2008-10-6WSE SALES TRAINING21.Close the contract,2nd appointment2.Sign the contract and leave big deposit,2nd appointment3.Sign the contract and leave small deposit(500RMB or less),2nd appointment4.Leave big deposit(10%),2nd appointment5.Small deposit,2nd appointment6.2nd appointment7.
2、Make the client like you Establish a relationship！First Interview for Sales Presentation OBJECTIVESNo Deposit,no 2nd;No 2nd,no contract！3First 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 4Preparation The Present
3、ationProcessWelcome ClientIce breakingShow CenterPromotion giftQ&ABiz Card Exchange Solution&AdvantageSelf Introduction5OBJECTIVETo Have PreparedTo be mentally and physically ready to give a great presentation1.Personal appearance2.Clean and tidy office3.Stationery4.Business card5.Registration form6
4、.Handout 7.PCPCONSULTATIONSTEP 1:Preparation8.Sales Manual -Scholarship Certificate -Guarantee letter -Price list -New/renew contract -Method explanation -Level descriptionATTITUDEConfident&ProfessionalYou never have a second chance to make a first impression6Establish a relationship&make a great fi
5、rst impressionProfessional,Natural,Confident and FriendlyCONSULTATIONSTEP 2:Welcome Client 1.Read though the questionnaire 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 pro
6、spect and show aroundOBJECTIVEHOWATTITUDE7OBJECTIVEEstablish a relationship and win the trust1.Smile2.How did you 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 wit
7、h the client when you show the center8OBJECTIVELINE OF ARGUMENTRESOURCESATTITUDETOOLSVisualize the Learning Process/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
8、/her to a teacher and the Sec/Receptionist.Relaxed.Greet other students/staffThe whole Center,staff,students CONSULTATIONSTEP 4:Show CenterOnly need simply introduce the different facility9Cheerful,Happy,Excited&ProfessionalCONSULTATIONSTEP 5:Promotion GiftHandlingOBJECTIVE HOW ATTITUDE1.Hand the gi
9、ft to the client2.Explanation of the promotion gift3.Congratulate themGive free gift to the client Congratulations 10Cheerful,Happy,ProfessionalCONSULTATIONSTEP 6:CCs Role IntroductionOBJECTIVE HOW ATTITUDE1.Introduce yourself to the client2.Your name again,and Chinese name3.Tell the client what you
10、 are going to do next today4.Tell the client whats your responsibility in the futureCC self-introduction to the client11Nice,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/pr
11、epare for the next step:Q&A12Key Concepts of Selling ProcessOpportunityNeedFeatureClose ProbeBenefitPersuadeKEY CONCEPT OF THE SELLING PROCESS13OBJECTIVEHOW ATTITUDE1.Guild the client talk2.Listen 3.Take notesCare,Interested,Focus,Friendly,Encourage,GuildCONSULTATIONSTEP 8:Q&ADesire&Decision maker14
12、Key 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 Investment15Key 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:C
13、ompany name:industry/company(development)Job title:How long with the company/position Position in the company(development)Position detailed job responsibilityAddress:Time/Traffic 16A2:How is your English level?Do you need to speak English when you work?Is there any foreigner in your company?B2:Whats
14、 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 English: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 chan
15、ge to the current job?Where are you from?Why do you come to SH?KEY QUSETIONS TO ASK CLIENTS 17KEY QUSETIONS TO ASK CLIENTS B3:Can you 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
16、 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18OBJECTIVECONSULTATI
17、ONSTEP 9:Solution&AdvantagesLINE OF DISCUSSION 1.Review whats the client current English situation,problems,objectives2.Find out clients 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
18、 your learning objectives ATTITUDEProfessional Bridge for the Q&A to MethodBrief idea for both Client and CCFeature and Benefit19FAB TalkFeatureBenefitAdvantageProducts characteristicsThe detailed advantagesProducts value to clients has features that is to say so you can 20OBJECTIVECONSULTATIONSTEP
19、10:MethodLINE OF DISCUSSIONHOW1.Explain what method works2.Use the method formMake the client feel:It will work for me ATTITUDE Honest,Professional and cheerfulGive a short explanation on how the method works.You should always include the clients need and offer clear solutions and advantages.Make co
20、nnections!21Monday to Friday:9:00 am to 9:00 pm Saturday&Sunday:9:00 am to 7:00 pmCONSULTATIONSTEP 11:MULTIMETHOD SOCIAL CLUB ACTIVITYWITH FOREIGN TEACHER12 STUDENTS MAXIMUMENGLISH CORNER+E-VILLAGEMUST CREATE VALUE!CLASS WITH FOREIGN TEACHER 4 STUDENTS MAXIMUMFLUENCY CLASSWITH FOREIGN TEACHER8 STUDE
21、NTS MAXIMUMCOMPLETE STUDENT MANUALPREPARATION IN THE SPEAKING ZONE or ENGLISH ANYTIME STUDY ADVISORAny questions?22OBJECTIVECONSULTATIONSTEP 12:FeedbackLINE OF ARGUMENT 1.Ultimate flexibility in time and physical location2.Additional fun content via the internet3.Customized study level4.Exercise rev
22、iew 5.Great control over studying pace6.Additional exercises and dictionaries7.On-line service(reserve activity,review schedule,check progress,update information,the Villge,English Anytime)Explain advantages of English Anytime23WALL 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
23、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，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”24CONSULTATIONSTEP 13:Customer Feedback“DO YOU HAVE ANY QUESTIONS?”25OBJECTIVE
24、LINE OF ARGUMENTLevel reached at the end of eachstage CREATE VALUE!1.Survival2.Way stage3.Upper Way stage4.Threshold5.Milestone6.Mastery7.BOL(1-6)CONSULTATIONSTEP 14:Level DescriptionHOWIntroduce WSI courses with PCPAccording to customers needs26OBJECTIVELINE OF DISCUSSIONRESOURCESTOOLSDesign WSI co
25、urses“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 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
26、9th is high communication ability and the 12th is an advanced level.CONSULTATIONSTEP 15:Personal CourseProposal on PCP27BOL 1BOL 2BOL 3BOL 4BOL 5BOL 628PAINTING THE PICTUREIn 3 months Miss Wang,you will-In 6 months Miss Wang,you will be able to express yourself more clearly in you meetings,documents
27、,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 Motorola.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 giv
28、e you a raise in salary or a promotion!29OBJECTIVECONSULTATIONSTEP 18:Total Price ExplanationLINE OF DISCUSSION1.The total tuition fee is,32,7002.What do you think?3.Expensive?NO!4.Its a investment for your future.5.Make them suffer6.Paint the picture.HOW1.Explain the total price without any discoun
29、t!2.write down on PCPYou get your moneys worth ATTITUDE Calm,Firm,confident,Professional30OBJECTIVECONSULTATIONSTEP 19:Price Value Build-upLINE OF DISCUSSION1.Unlimited lab hours2.Students manuals3.Diskettes4.Conversation Classes5.Social Club Activities6.English Corner7.Guarantee HOW1.Explain what p
30、rice includes2.Write down on PCPBuild up the price value ATTITUDE Professional,confident31CONSULTATIONSTEP 20:Guarantee ExplanationExplain the Guarantee Letter to the Client32CONSULTATIONSTEP 21:Ask of Clients Feedback“DO YOU HAVE ANY QUESTIONS?”33OBJECTIVECONSULTATIONSTEP 22:OvercomeObjectionsLINE
31、OF ARGUMENT 1.Think its expensive2.What 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 day in front of a monitor it sounds boring.8.I have to ask my husband/wife/parents9.How do you gu
32、arantee the result?10.How do I study English as an Beginner?Overcome clientsobjections34Key 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
33、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，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。35Ke
34、y 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
35、。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。36CONSULTATIONClose Priorities1.Contract signed2.Get a Deposit and book ET appointment3.Book 2nd Appointment for ET or De
36、mo37OBJECTIVECONSULTATIONSTEP 23:ScholarshipIntroductionTOOLS Pre-Registration Form CD/DCDHOW1.Introduce scholarship.2.Write down 5,200RMB discount on PCP3.Explain what the scholarship is paying for3.Limited quota,Make client want itGet deposit A unique opportunity!38CONSULTATIONHow to get deposit1.
37、Under direction of standard Center procedure2.CD/DCD to provide assistance only if need3.Complete Pre-Registration Form4.Limited availability per month5.Pay deposit 6.After deposit talk39CONSULTATIONSTEP 24:CloseOffer Orientation Class1.Take out Orientation Class booking schedule2.Give 2 choices for
38、 the customer to attend Orientation Class3.Take out Registration contract and start writing4.Ask for payment(cash or credit card?)40STEP 25:Close 2nd InterviewOBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSClose Second InterviewLet us make the appointment for the entrance test?Tomorrow or the day
39、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 PRESENTATION41REGISTERING ATWALL STREET ENGLISH Registration Contract Contra
40、ct terms Study agreement Entrance test result Book orientation class42CONSULTATIONSTEP 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 date/time of 2nd appointment43SIGN CONTRACT AND COLLECT 签
41、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：户必须带着下列概念离开：PROMOTION OF THE MONTH当月促销CREDIT CHECK信誉支票CL
42、OSING 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44WELCOME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CLOSE 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
43、务IF YOU DO NOT CLOSE若没达成意向若没达成意向45OBJECTIVELINE 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.So,how was the weekend in the mountains?Did you mana
44、ge 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:Welcome46OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSThe client should have no doubts,because s/he will sign up after the Entrance Test.Prepa
45、re 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 paperTHE SECOND INTERVIEW:Checking Objections47OB
46、JECTIVELINE 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,Registration FormTHE SECOND INTERVIEW:Closing48OBJECTIVEL
47、INE 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.Welcome letter,First Lesson Book,Guarantee,Appoint
48、ment Card with date&time of First Lesson,Loan PapersTHE SECOND INTERVIEW:Sign the Contract49OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSS/he has made the right choiceWhen learning a language,DEDICATION is fundamental.We will meet regularly to make sure that you are satisfied and making good pro
49、gress.Lets see.well meet after your First Lesson.Entrance Test Happy and RelaxedTHE SECOND INTERVIEW:After ClosingBusiness CardInformation Folder50OBJECTIVELINE OF DISCUSSIONRESOURCESATTITUDETOOLSClose another interview for a Demonstration or Complementary Class,English Corner or Social Club Activit
50、y.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 Calendar English Corner THE SECOND INTERV
