家具行业业务员培训手册.doc

the difference between indian music and jazz!lesson43 over the south pole 飞越南极in 1929, three years after his flight over the north pole, the american explorer, r. e. byrd, successfully flew over the south pole for the first time. though, at first, byrd and his men were able to take a great many photographs of the mountains that lay below, they soon ran into serious trouble. at one point, it seemed certain that their plane would crash. it could only get over the mountains if it rose to 10,000 feet. byrd at once ordered his men to throw out two heavy food sacks. the plane was then able to rise and it cleared the mountains by 400 feet. byrd now knew that he would be able to reach the south pole which was 300 miles away, for there were no more mountains in sight. the aircraft was able to fly over the endless white plains without difficulty. lesson44 through the forest 穿过森林mrs anne sterling did not think of the risk she was taking when she ran through a forest after two men. they had rushed up to her while she was having a picnic at the edge of a forest with her children and tried to steal her handbag. in the struggle, the strap broke and, with the bag in their possession, both men started running through the trees. mrs sterling got so angry that she ran after them. she was soon out of breath, but she continued to run. when she caught up with them, she saw that they had sat down and were going through the contents of the bag, so she ran straight at them. the men got such a fright that they dropped the bag and ran away. the strap needs mending, said mrs sterling later, but they did not steal anything.lesson45 a clear conscience 问心无愧the whole village soon learnt that a large sum of money had been lost. sam benton, the local butcher, had lost his wallet while taking his savings to the post-office. sam was sure that the wallet must have been found by one of the villagers, but it was not returned to him. three months passed, and then one morning, sam found his wallet outside his front door. it had been wrapped up in newspaper and it contained half the money he had lost, together with a note which said: a thief, yes, but only 5o per cent a thief! two months later, some more money was sent to sam with another note: only 25 per cent a thief now! in time, all sams money was paid back in this way. the last note said: i am 100 per cent honest now!lesson46 expensive and uncomfortable 既昂贵又受罪when a plane from london arrived at sydney airport, workers began to unload a number of wooden boxes which contained clothing. no one could account for the fact that one of the boxes was extremely heavy. it suddenly occurred to one of the workers to open up the box. he was astonished at what he found. a man was lying in the box on top of a pile of woollen goods. he was so surprised at being discovered that he did not even try to run away. after he was arrested, the man admitted hiding in the box before the plane left london. he had had a long and uncomfortable trip, for he had been confined to the wooden box for over ten hours. the man was ordered to pay &345 for the cost of the trip. the normal price of a ticket is &230 !lesson47 a thirsty ghost 嗜酒的鬼魂a public house which was recently bought by mr ian thompson is up for sale. mr thompson is going to sell it because it is haunted. he told me that he could not go to sleep one night because he heard a strange noise coming from the bar. the next morning, he found that the doors had been blocked by chairs and the furniture had been moved. though mr thompson had turned the lights off before he went to bed, they were on in the morning. he also said that he had found five empty whisky bottles which the ghost must have drunk the night before. when i suggested that some villagers must have come in for a free drink, mr thompson shook his head. the villagers have told him that they will not accept the inn even if he gives it away. lesson48 did you want to tell me something? 你想对我说什么吗？dentists always ask questions when it is impossible for you to answer. my dentist had just pulled out one of my teeth and had told me to rest for a while. i tried to say something, but my mouth was full of cotton-wool. he knew i collected birds eggs and asked me whether my collection was growing. he then asked me how my brother was and whether i liked my new job in london. in answer to these questions i either nodded or made strange noises. meanwhile, my tongue was busy searching out the hole where the tooth had been. i suddenly felt very worried, but could not say anything. when the dentist at last removed the cotton-wool from my mouth, i was able to tell him that he had pulled out the wrong tooth. lesson49 the end of a dream 美梦告终tired of sleeping on the floor, a young man in teheran saved up for years to buy a real bed. for the first time in his life, he became the proud owner of a bed which had springs and a mattress. because the weather was very hot, he carried the bed on to the roof of his house. he slept very well for the first two nights, but on the third night, a storm blew up. a gust of wind swept the bed off the roof and sent it crashing into the courtyard below. the young man did not wake up until the bed had struck the ground. although the bed was smashed to pieces, the man was miraculously unhurt. when he woke up, he was still on the mattress. glancing at the bits of wood and metal that lay around him, the man sadly picked up the mattress and carried it into his house. after he had put it on the floor, he promptly went to sleep again.lesson50 taken for a ride 乘车兜风i love travelling in the country, but i dont like losing my way. i went on an excursion recently, but my trip took me longer than i expected. im going to woodford green, i said to the conductor as i got on the bus, but i dont know where it is. ill tell you where to get off, answered the conductor. i sat in the front of the bus to get a good view of the countryside. after some time, the bus stopped. looking round, i realized with a shock that i was the only passenger left on the bus. youll have to get off here, the conductor said. this is as far as we go. is this woodford green ? i asked. oh dear, said the conductor suddenly. i forgot to put you off. it doesnt matter, i said. ill get off here. we are going back now, said the conductor. well, in that case, i prefer to stay on the bus, i answered.lesson51 reward for virtue 对美德的奖赏my friend, herbert, has always been fat, but things got so bad recently that he decided to go on a diet. he began his diet a week ago. first of all, he wrote out a long list of all the foods which were forbidden. the list included most of the things herbert loves: butter, potatoes, rice, beer, milk, chocolate, and sweets. yesterday i paid him a visit. i rang the bell and was not surprised to see that herbert was still as fat as ever. he led me into his room and hurriedly hid a large parcel under his desk. it was obvious that he was very embarrassed. when i asked him what he was doing, he smiled guiltily and then put the parcel on the desk. he explained that his diet was so strict that he had to reward himself occasionally. then he showed me the contents of the parcel. it contained five large bars of chocolate and three bags of sweets! lesson52 a pretty carpet 漂亮的地毯we have just moved into a new house and i have been working hard all morning. i have been trying to get my new room in order. this has not been easy because i own over a thousand books. to make matters worse, the room is rather small, so i have temporarily put my books on the floor. at the moment, they cover every inch of floor space and i actually have to walk on them to get in or out of the room. a short while ago, my sister helped me to carry one of my old bookcases up the stairs. she went into my room and got a big surprise when she saw all those books on the floor. this is the prettiest carpet i have ever seen, she said. she gazed at it for some time then added, you dont need bookcases at all. you can sit here in your spare time and read the carpet! lesson53 hot snake 触电的蛇at last firemen have put out a big forest fire in california. since then, they have been trying to find out how the fire began. forest fire are often caused by broken glass or by cigarette ends which people carelessly throw away. yesterday the firemen examined the ground carefully, but were not able to find any broken glass. they were also quite sure that a cigarette end did not start the fire. this morning, however, a fireman accidentally discovered the cause. he noticed the remains of a snake which was wound round the electric wires of a 16,000-volt power line. in this way, he was able to solve the mystery. the explanation was simple but very unusual. a bird had snatched up the snake from the ground and then dropped it on to the wires. the snake then wound itself round the wires. when it did so, it sent sparks down to the ground and these immediately started a fire.lesson54 sticky fingers 粘糊的手指after breakfast, i sent the children to school and then i went to market. it was still early when i returned home. the children were at school, my husband was at work and the house was quiet. so i decided to make some tarts for tea. in a short time i was busy mixing butter and flour and my hands were soon covered with sticky pastry. at exactly that moment, the telephone rang. nothing could have been more annoying. i picked up the receiver between two sticky fingers and was dismayed when i recognized the voice of mrs bates. it took me ten minutes to persuade her to ring back later. at last i hung up the receiver. what a mess! there was pastry on my fingers, on the telephone, and on the door-knobs. i had no sooner got back to the kitchen than the door-bell rang loud enough to wake the dead. this time it was the postman and he wanted me to sign for a registered letter !lesson55 not a gold mine 并非金矿dreams of finding lost treasure almost came true recently. a new machine called the revealer has been invented and it has been used to detect gold which has been buried in the ground. the machine was used in a cave near the seashore where-it is said-pirates used to hide gold. the pirates would often bury gold in the cave and then fail to collect it. armed with the new machine, a search party went he did not like it. she enjoyed herself making the assistant bring almost everything in the window before finally buying the dress she had first asked for.lesson58 a blessing in disguise? 是因祸得福吗？the tiny village of frinley is said to possess a cursed tree. because the tree was mentioned in a newspaper, the number of visitors to frinley has now increased. the tree was planted near a church fifty years ago, but it is only in recent years that it has gained an evil reputation. it is said that if anyone touches the tree, he will have bad luck; if he picks a leaf, he will die. many villagers believe that the tree has already claimed a number of victims. the vicar has been asked to have the tree cut down, but so far he has refused. he has pointed out that the tree is a useful source of income as tourists have been coming from all parts of the country to see it. in spite of all that has been said, the tourists-have been picking leaves and cutting their names on the tree-trunk. so far, not one of them has been struck down by sudden death!lesson59 in or out ？ 进来还是出去？our dog, rex, used to sit outside our front gate and bark. every time he wanted to come into the garden he would bark until someone opened the gate. as the neighbours complained of the noise, my husband spent weeks training him to press his paw on the latch to let himself in. rex soon became an expert at opening the gate. however, when i was going out shopping last week, i noticed him in the garden near the gate. this time he was barking so that someone would let him out ! since then, he has developed another bad habit. as soon as he opens the gate from the outside, he comes into the garden and waits until the gate shuts. then he sits and barks until someone lets him out. after this he immediately lets himself in and begins barking again. yesterday my husband removed the gate and rex got so annoyed we have not seen him since. lesson60 the future 卜算未来at a village fair, i decided to visit a fortune-teller called madam bellinsky. i went into her tent and she told me to sit down. after i had given her some money, she looked into a crystal ball and said: a relation of yours is coming to see you. she will be arriving this evening and intends to stay for a few days. the moment you leave this tent, you will get a big surprise. a woman you know well will rush towards you. she will speak to you and then she will lead you away from this place. that is all. as soon as i went outside, i forgot all about madam bellinsky because my wife hurried towards me. where have you been hiding ? she asked impatiently. your sister will be here in less than an hour and we must be at the station to meet her. we are late already. as she walked away, i followed her out of the fair. lesson61 trouble with the hubble 哈勃望远镜的困境in future, astronauts will be required to descend from a spaceship while it is still in space and to return to it. the ability to do this will be necessary in future flights to distant planets. scientists are now trying to discover if this is possible. the spaceship astra which left the earth a short time ago, will be travelling three hundred miles into space. at a certain point, the astra will stop for a short time and an astronaut will attempt to leave the stationary spaceship and then return to it. we shall not know whether the experiment has been successful until we have received a radio message. the first message is expected to arrive at 7 oclock this evening. by that time, the astra will have been flying through space for seventeen hours and will have circled the earth a great many times. when the first radio messages have been received, the results of the trip will be announced immediately.lesson62 after the fire 大火之后firemen had been fighting the forest fire for nearly three weeks before they could get it under control. a short time before, great trees had covered the countryside for miles around. now, smoke still rose up from the warm诗琴轩家具实业有限公司业务员培训手册前 言业务员是企业开拓客户，推动业务顺利开展的关键环节。没有业务员，企业将很难顺利前进，而业务员素质的高低，也同样制约着企业业绩的不断提升。因此，随着业务员自身能力的不断提高，经验的不断丰富、累积，也将为企业走向辉煌提供主要条件。由此，通过业务员自身的不断努力学习和企业对业务员的良好培训，不但能使业务员的业务能力不断提高，而且也将为企业的持续发展打下坚实的基础。 那么，怎样才能提高业务员的业务能力呢？业务员特训教程将告诉你应该怎么做。本书从业务员的必备素质，基本常识，基本技巧，与客户的沟通，业务的推广以及谈判与合同等方面，进行了专项阐释，系统、全面地对业务员在工作中遇到的难题进行了有针对性的分析、讲解。本书既有超前议论，又有全面叙述；既有案例分析，又有鲜明论点；既有个体的独特性，又有整体上的统一。全方位、多角度地论述了业务员应该具备的知识、素质、经验、技巧等，简单、直接地为业务员提供了丰富的经验和实战技巧。 本书结构上采用三级标题，这种结构布局合理恰当、清晰明确。它能让书中的全部内容展现出来，有利于读者抓住本书的主旨，更好地掌握本书的内容。本书语言通俗易懂，文字简练，思想明确，论点鲜明，是业务员提高自己的业务能力的重要知识源泉，是刚刚从事业务工作的年轻人的必备教材。拥有它，你的业务能力一定会有很大的提高，并为企业创造出更大的利益，从而也为自身发展提供更为有利条件。相信本书的出版一定能够为业务员走向成功提供契机，促使业务员的业务能力、素质得到提升。 愿天下所有的业务员都能掌握从事业务工作的经验和技巧，取得辉煌的成绩。第一章 基本常识一个优秀的业务员特别重视自身素质和能力的增长，因为，一旦忽略了这一点，不仅业务员的素质和能力得不到提高，同时他也失去了走向成功的契机。所以，业务员应通过自身的努力学习和公司的良好培训来充实自己，只有这样，业务员才会在为企业创造利润的同时，也给自己走向成功打下了坚实的基础。第一节 对业务员的基本认识第二节 专业知识第三节 专业术语第四节 相关法律常识第一节 对业务员的基本认识一、重要任务1开拓客户与争取订单开拓客户与争取订单是业务员的两大主要任务，是每位业务员所必须认知的事实，不管是新业务员或是干练的中坚业务员，对于客户的开拓，由展开商谈到争取订单，都必须下很大的工夫，即使本身再优秀的业务员，如果不能与客户面谈，那么，不管他具备如何优异的商谈技术，都不可能拿到订单。业务员的这两大任务决定业务员的业绩。2开拓市场的知识及技巧当你新进入一家公司从事业务员的工作时，你绝对不能希望公司交给你现成的客户，业务员对于本行业的客户来源必须拟定出一套有系统的开发方法，要明确知道你所销售产品其客户的主要来源，利用各种有利的方法达到客户群的收集，并将客户区分、统筹管理，在此希望每位读者均具备有关市场区隔（marketsegmentation）与产品差异化（productdifferentiation）方面的知识。其主要用意在于期望业务员具有多方面开拓的知识及技巧，有了上述两方面知识，对市场的开拓，乃至业绩的达成均有十足的助益。二、特性和职业习惯看着优秀业务员们成天忙上忙下，不亦乐乎，而到月底又收入颇丰，许多人都有点嫉妒，但要做一个优秀的业务员却并不是那么容易的，它需要具备下面一些基本素质：（5）业务员对产品与客户的市场区隔，须有明智的判断力。（6）业务员要做到“攻守自如”，能进能退，因时、因地、因利而制宜。1十大特性（1）业务员心目中没有“好客”、“恶客”的区别，只有“客户”。（2）业务员要有一般人三倍的脑力、体力、耐力和意志力。（3）业务员就是要在悬崖峭壁上练武功，心里必须明白，功力不够就得随时接受死亡。（4）业务员要有强大的利润驱动力，而且能主导消费动向。（7）业务员必须具备超强的签约能力。这一点非常重要，不能签约，一切都是无用功。（8）业务员必须具备交涉能力。要能主动出击，要能搭线引荐，也要能突破重重关口。最好直接找到能负责的主管，再谈判交涉，则事半功倍。（9）业务员必须懂得“一勤天下无难事”的道理。（10）业务员要能适应各种环境变化，能与各种类型的客户打交道。2七大职业习惯（1）对行销的产品，本身要深具信心。无论结果如何，必先认同产品，才好进行销售。（2）要能要求高额订金，而且要尽快签约。（3）资深业务员，不可有职业老化症，更不允许有职业倦怠感。（4）必须具备卖东西的狂热性格。（5）业务员是高所得族群，切勿自贬身价，做廉价行销。（6）业务员要懂得“置之死地而后生”的道理，在灰心消沉后，必定要很快地鼓起勇气再出发。这种失意也是千载难逢的磨炼机会，不妨视为一种福气。（7）要明白“赚钱为自己，做事则是为别人”的道理。为别人做事，等于为自己赚钱。让人感觉你的确是为他设想，对方才容易接受你的建议。三、应具备的才能你既然选择了业务工作，就必须不断地接受公司安排的培训。“推销员不是天生的，而是被创造出来的。”业务员必须具备全面的才能。你每天将面临各种不同类型的客户，单一的推销方式是不够应付的，业务员必须具备的能力有如下几个方面：1敏捷当你带着公司的产品资料向客户推销介绍时，将会碰到客户提出的各种问题，有些问题绝对不能一成不变地公式化回答，这样会束缚手脚，达不到效果。业务员面对千变万化的客户，需要有敏捷的反应，需要有急中生智、随机应变的能力与智慧。而这些素质的培养，除了由本身的工作经验中去提取之外，业务员本身要有不断接受训练的机会。而训练敏捷的最好方法是业务员之间互相扮演客户，提出各种不同的问题，由另一业务员提出解答，让资深的业务员做裁判，适时提出缺失、改善对策，多次的互调角色来演练技术，最后由主管或资深的业务员做实际的传授，彻底的加以现场实际锤炼。这是业务员强化商谈能力的不二法门，不论遭遇到千变万化的状况，都不忘记基本的概念。所以，敏捷的基础训练必须下苦工夫，否则将会遭到更大挫折。2演技佳会见顾客的时间通常相当短暂，客户也有工作，不可能放下身旁的事务来跟业务员多谈。此时，业务人员就得发挥绝佳的演技，如何在短暂的时间内将产品清楚介绍给顾客，让对方引起注意，注意顾客的态度，迅速说明本公司产品的种类及特色，满足客户的需求。此处的重点在于如何将“普通面谈”变成和客户建立起“共商之交易”，制造销售的机会。假若客户真正很忙根本无法专心听你的介绍，业务员必须有极佳的进退考虑，并提出再次专访的建议。你可能获得下次专门拜访的机会，此时演技的好坏与你是否诚恳就显得非常重要了。3深谋远虑业务员事事都要计划周全。客户往往只向你提出一些简易的购买需求，业务员就必须全盘为顾客考虑周到，并汇告为何如此准备。独特的业务员会让顾客深刻地感觉到你是在帮他忙，协助他解决问题。往往深一层的考虑，会让客户满意。4积极性业务员必须具有积极的工作态度，若抱着上班族的心态，一个口令一个动作，拥有这样的销售人员，那企业一定没有光明的前程，业务员的进步程度也必然会受到相应的限制。企业靠人，在其他业务条件都一样的情况下，积极与否也许就是成败的决定要素。业务员若本身条件不如人，则后天的勤劳、努力、积极性更可弥补先天条件的不足。公司同样是上班八小时，有的人拜访客户时间是八小时，有的人仅花四小时的时间，其余四小时则浪费掉或做与销售无关的事务，最后，两人的工作成绩也就不可同日而语了。业务员必须具备的abc，即能力（ability）、头脑（brain）和斗志（challenge），积极的斗志可说是业务员的本质，精神萎靡与斗志高昂的两种业务员，其业绩有很大的差异。业务员如果勇敢地向上班族的心理说再见，脱离懒散的生活，勇往直前地拼命工作，有一天会对自己所能发挥出那么大的能力而惊讶不已，这种现象常能在脱离上班族生活习惯的人身上看到。5勇气销售就是攻击，需要有极大的勇气，不要怕失败，从失败中检讨出原因，力求改进，学习别人成功的经验，勤练销售技巧、谈判要领、面对顾客的勇气，谋求自己的成功。本身的成功经验是克服困难、提升自信的源泉，许多工作的成功、自信的积累，就会涌现出伟大的勇气。四、应推销的产品当一个业务员在推销