健身俱乐部销售培训3

1、Sales Success Course销售成功课程Class 3Excel Performance TrainingSales Success Course Day 31ProspectsPersonal efforts 80%Marketing 20%Meet & QualifyPhoneAppointmentMeetQualify needsGreat TourBenefits Solutions agreement tourPersonal tourClose the salePresent the priceOvercome objections & closeTurn oversN

2、ext saleNew Member signed upNew member referralsBe back membersDay 2 Recap回顾第二天Who practised last night?Yesterday :ToursAsking for moneyWorking with PTExcel Performance TrainingSales Success Course Day 22昨天晚上谁练习了?昨天 :参观报价和私人教练一起工作Todays Schedule今日安排Overcoming concerns.TurnoversPost sales presentatio

3、nsProspectingExcel Performance TrainingSales Success Course Day 23克服问题.营业额 销售报告前景 Overcoming Concerns克服担心Session goals :Learn about common concerns.Go through standard responses.Learn system to overcome any concern.Excel Performance TrainingSales Success Course Day 24培训目标 :了解普遍的担心.练习标准的回复.学习克服担心的做法.

4、7 common concerns七个普遍的担心Top 7 common concerns.Split into groups of 3-4 and come up with the top 7 concerns prospects have about joining a fitness club.One person to come from each group.Excel Performance TrainingSales Success Course Day 35七个主要的担心.3-4人为一组练习 潜在会员关于加入会籍的7个顾虑每组挑出一个人.7 common concerns七个普

5、遍的担心The 7 most common objections : TimeDistancePriceDiscuss with Family/friendsCompare clubs Not sure if will use Think about itExcel Performance TrainingSales Success Course Day 36七个普遍的担心: 时间距离价钱要和家人或朋友商量会所比较 不确定能否用的上 考虑一下捆绑突破问题 “哪一个担心不是真正的担心?”. Think about it想一下Most common concern you will hearNot

6、 a real concernThis is an excuse/cover. So ask them :“Excuse me but can I ask what do you need to think about, is there something I have not explained properly?” Now for real concern or sign up. So only 6 common concerns people may have.Excel Performance TrainingSales Success Course Day 37你听到最常见的忧虑不

7、是真正的忧虑这是一个借口/伪装. 问他们 :“对不起我可以知道你还要想一些什么, 还有什么我没有解释清楚的么?” 现在是真正的忧虑或者加入. 所以每个人只有六个忧虑.Concerns are good担忧是对的Not personal.Pain of spending vs. Pleasure of JoiningTime to think about decision.Not saying no or yes.Reasonable concern to buy time.Excel Performance TrainingSales Success Course Day 38人是有惰性的痛苦

8、的支出 vs. 快乐的加入考虑决定.不要说是或者不是.用合理的担忧来拖延时间.Overcoming concerns systematically有条不紊的克服担忧That is standard responses. Good to start with.People are not standard.6 steps to overcoming concerns :Relax and say it back.Align with them.Question it.Isolate the concern.Reframe concern.Close again.Excel Performance

9、 TrainingSales Success Course Day 39这是常见的回答. 良好的开始.人们不是一样的.六步来解决担忧 :放松，把它说回来.-倾听把它们抓牢.-表示理解孤立问题.解决问题.重新注入热情-更何况成交.Relax and feed it back放松和反馈Listen (relax it is not personal). Let them finish, for example they may say “I am not sure if I will be consistent with my workouts, but I want to lose this w

10、eight and I really should get started sooner rather than later.” Feedback concern “Its expensive” You say “If you dont mind me asking, but why do you think its expensive”. They have to justify the concern.Or come up with real concernOr join.Excel Performance TrainingSales Success Course Day 310倾听，让他

11、们放松让他们结束, 例如他们会说“我不能肯定我会坚持运动, 但是我想要减肥我也知道越早开始越好.” 反馈担忧 “它太贵了” 你说 “如果不介意我问你，你为什么你认为它贵？”. 他们会为担忧辩论.或者说出真正的担忧或者加入.Align with them与他们结盟After defending concern they sometimes become defensive.Need to align with them.Use words such as “felt, feel, found”. An example of what you could say is :“Mr Wang, I a

12、ppreciate that you feel the membership is too expensive. Many of our members felt the same way at the first and, you know, what they found was paying that little bit more was worth it considering the great personal trainers that are here.” Takes the pressure of the prospect. Feel more positive.Other

13、 people feel same and joined.Excel Performance TrainingSales Success Course Day 311经过辩论他们一般开始防守.需要和他们结盟.用类似这样的词语 “感觉到, 感觉, 找到”. 例如你可以说 :“王先生, 我很感谢你能认为会费很贵. 很多会员在一开始的时候和您想的是一样的, 你知道, 考虑到我们这边有最好的私人教练他们认为多付出了一点是值得的.” 利用潜在会员的压力. 感觉更积极.其他人也有一样的感觉和加入.Question it问问题Ask them why? For example :“Mr Wang, I kn

14、ow you have reasons for saying that, do you mind if I ask what they are?” Asking them to justify their concern.Excel Performance TrainingSales Success Course Day 312问他们为什么? 举例 :“王先生, 我知道你有理由为什么会这样讲, 你介意我知道它们都是什么么?” 让他们去证明他们的担忧.一些时候不是真正的担忧.Isolate Concern孤立担忧Isolate that concern. Anything stopping th

15、em joining.Dont want hidden concerns.Anything else stopping themNo surprises.You want a commitment :“If we did not have this one obstacle to overcome I would buy”.Excel Performance TrainingSales Success Course Day 313孤立那些问题. 是什么阻止他们加入.不想隐藏担忧.还有什么阻止他们没有惊讶.你要一个承诺 :“如果没有这个障碍我就会立即开始运动吧”.Reframe the conc

16、ern重新组织担忧Once concern isolatedReframe?Look from different angle. For example “Mr. Wang in spite of the cost of the membership, isnt the real question how can we get you started on the way to losing that 10kgs.” Focus off concern on benefits. Excel Performance TrainingSales Success Course Day 314一次孤立

17、问题重新组织?从另外一个角度看. 例如“王先生，会费不是真正让我们帮助你减去20斤的问题。 关注益处. 关注解决方案.Close again再次结束Now focus on what the guest wants out of a membership4 ways to close the sale.Outweigh the concernTurn around the concernExplain itMinimize the concernExcel Performance TrainingSales Success Course Day 315现在关注客人他们想从会籍里面得到什么4种办

18、法关闭销售.关注重点把担忧好转解释它把担忧最小化Outweigh the concern重点关注If guest said it was too expensive, you say “Mr Wang I know you want to lose weight and I know you are concerned about the cost, but isnt your health the more important of the two?” 99% of people will say health.Excel Performance TrainingSales Success

19、Course Day 316如果客人说太贵了, 你说“王先生我知道你想减重同时你还关注价钱，但是你的健康应该比这两点都重要不是么？ 99% 的人选择健康.Turn around the concern把担忧好转化潜在会员认为他们不能坚持这个项目, 你可以好转他的担忧这样说 “王先生这是您不能开始的最关键的原因么?” 关键不要提供任何理由和解释. 他们有他们自己的结论. 他们会想为什么他们要开始. 如果你给他们意见他们就会评价自己.Excel Performance TrainingSales Success Course Day 317Say the prospect said they di

20、d not think they would stick with the program, you could turn it around by saying “Mr Wang is that the very reason you need to get started?” Important do not offer any reasons or explanations. They come to their own conclusions. They to think of a reason why they should get started. Explain it解释Expl

21、ain reasons.If concern is that the membership is too expensive, then you explain why : “Yes our membership is more expensive than our competitors, and as I mentioned the reason is that we have a high standard of finishes, imported 5 star equipment and all of our PT have more than 3 years experience

22、and international certification. All these features will help you get more out of your membership and actually mean you will achieve your goal of losing 10kgs, which is the reason you are here”Ensure logical.Excel Performance TrainingSales Success Course Day 318解释原因.如果担忧是因为会费太贵那么你解释为什么 : “是的，我们的会费比其

23、他的竞争者要贵，就像我提到的我们有高质量的成功案例，进口5星级的设备，3年以上有经验的持有国际证书的私人教练。这些意味着你将更有效的在这里达到你减去20斤的目标，也是为什么你在这里的原因”正确的担保.事实的.Minimize it最小化Last way is to minimize concern. If objection is membership is too expensive.Other club 300RMB/year cheaper. You can minimize it by saying “Mr. Wang, so the difference is 300RMB/year

24、 or 25RMB a month which comes to less than 1RMB per day. You know our place will ensure you achieve your goals, so are you going to let 9mao get in the way of you losing that weight and starting to look and feel great?” 9 mao is not much.Excel Performance TrainingSales Success Course Day 319最后的方法把担忧

25、最小化. 如果是因为会费太贵而担忧.其他的会所每年便宜300. 你可以这样最小化 “王先生, 区别是在于300一年或者 25元一个月，一天不到一块钱。你知道我们会保证你达到你的目标，你要让9毛钱阻拦你变完美么?” 9毛不是很多.What did they do他们怎么做？Focussed on Member goals.Facilities/services interested in.Clothes/shoes needed.To stick with programTake focus off pain for money.Back on pleasure of purchase.Exce

26、l Performance TrainingSales Success Course Day 320关注在 会员的目标.感兴趣的设施/服务.需要的衣服/鞋子.跟着程序做。把焦点从舍不得花钱上转移.回到购买的好处.No sale非销售Next course of action. 100% closing very rare.35% normal. Other 65%.You need to establish a course of action.Two different course of actions.Excel Performance TrainingSales Success Cou

27、rse Day 321下一步的行动. 100% 结束销售是很少的.35% 正常. 其他 65%.你需要建立下一步行动.两种不同的行动.Trial Workout试用Invite them for trial workout.You can say “Mr Wang it seems that you are serious about starting a exercise program to help you lose that 10kgs and our club might be the one for you. Let me ask you, if I was able to arr

28、ange it so you could use the club for a workout as a member, just like a member so you could make a more informed decision.” YES - alternate choice question for days and times to use. Give them guest pass for day.Make note in diary and be present.Excel Performance TrainingSales Success Course Day 32

29、2邀请他们试用.你可以说 “王先生，看出来你是认真的想减去20斤 ，我们的会所会为你服务. 让我问你, 如果我可以安排你像我们的会员一样试用我们的会所.这样你会做出更明智的决定” 是的 - 交替选择题 哪天什么时间可以使用. 给他们一天的使用卡.把他们出现那天标注在日记本上.No trial没有原因They dont need to try the club. When to contact them next. Can say something like this “Thats cool Mr. Wang, obviously you know what you want in a clu

30、b. Do you mind me asking, how long will it be before you make a decision? One day, two days or a week?” Then continue with a course of action. So if they say 3 days, then you can say “Today is Monday so if I dont hear from you by Thursday, would it be okay to call you.” They say yes. Looks professio

31、nal.Expect call from you.Excel Performance TrainingSales Success Course Day 323他们不需要试用. 如果下次可以联系到他们可以这样说 “非常酷王先生， 显然你知道你想在这里得到什么. 你介意我问你要多久你可以做决定么？一天？两天？或一周？然后继续行动. 如果他们说3天，你可以继续说 “今天是周一，如果周四前没能等到你的电话，那我打给你可以么？ 他们说好的. 看起来很专业.期待你的电话.Important重点For you. Maximise sales.Give the gift of health and fitne

32、ss to everyone.Excel Performance TrainingSales Success Course Day 324为你. 最大限度的销售.把健身和健康当作礼物给每一个人.Practise time练习时间Now we have been through overcoming concerns, it is time for practice.Excel Performance TrainingSales Success Course Day 325现在来练习克服担忧。Break Time休息时间Time for a breakExcel Performance Trai

33、ningSales Success Course Day 226Overcoming Concerns克服担忧Session goals :Practise overcoming concerns.Excel Performance TrainingSales Success Course Day 227培训目标 :练习克服担忧.What is a turnover?什么是转介绍？You have a prospect cannot get to make final stepDone all you can do.Working as a team.Ensure you make the s

34、ale.Prospect gets a better life.Excel Performance TrainingSales Success Course Day 328你的潜在会员不能作出最后的决定潜在会员会得到更好的生活.TO是给客人一定的压力，让喜欢运动的客人今天加入，并珍惜会籍.When to turn over什么时候转介绍Prospect who wants to join butCannot make that final decisionWe react to people differently.People respect managers.Gives them Face

35、.Excel Performance TrainingSales Success Course Day 329潜在会员想加入但是不能作出最终决定我们对不同的人作出反应.人们希望见到经理.见一面.让他们感觉是最好的交易而且很尊贵.How to do it?怎样去做？Ask for a minute.Tell manager prospect details.What interested in, goals and what excites them about the club. Type of membership interested in.Concerns they have.Excel

36、 Performance TrainingSales Success Course Day 330争取时间.告诉经理潜在会员的资料对什么有乐趣, 目标， 会所里面什么吸引他们. 对会籍哪些感兴趣.他们的担忧.所有的信息.Post Sale PresentationBR-推荐会员Session goals :How to ensure your new member does not get buyers remorse.How to ensure you get referrals from members.Excel Performance TrainingSales Success Cou

37、rse Day 231培训目标 :怎样让你的新会员不会产生购买后悔.怎样确认你得到会员的推荐.Sales, service & sales again销售，服务&再次销售Happy members = ?ReferralsOf friends, family, colleagues, long lost school friends and anyone else member can think of. A great membership consultant should get 80-90% of the members from their own efforts 50% of th

38、em from referrals from present members.Excel Performance TrainingSales Success Course Day 332开心的会员 = ?推荐朋友, 家人, 同事,曾经的 同学 和会员能想到的其他的人. 一个完美的销售人员应该 靠他们自己的努力得到80-90% 的会员50% 是从会员的推荐得到的.你想做好的还是杰出的?Small numbers小数字2, 3 & 4. Equals 9? Or not?For example 1 new member2 referrals who join and give 2 referral

39、sDo this five times and get 32 members.Get 3 referrals each time and get 243 members.Get 4 referrals each time and get 1024 members.Power of prospecting.How to do that?Excel Performance TrainingSales Success Course Day 3332, 3 & 4. 等于 9? 或者不是?例如 一个新会员2个被推荐进来的会员，推荐2个做5次得到32名会员。每次得到3个推荐 ，得到243 名会员.每次得

40、到4个推荐 ，得到1024名会员。潜在会员的能力.怎样做?Practice练习With you partner do a post sale presentation with your last partner. Get them excited and focussed about using the club.Excel Performance TrainingSales Success Course Day 334和你的同伴做展示销售演示. 让他们感觉到喜悦，焦点在使用会所.After Sales Service.售后服务Next step.Could be Health CheckPT sessionGroup exercise class scheduledRemind them.Takes a minute or two.Check in with them a week, two weeks and a mo