华尔街课程顾问CC专业培训资料

1Q&A

GloriaGe2012-10-6WSESALESTRAINING2Closethecontract,2ndappointmentSignthecontractandleavebigdeposit,2ndappointmentSignthecontractandleavesmalldeposit(500RMBorless),2ndappointmentLeavebigdeposit(10%),2ndappointmentSmalldeposit,2ndappointment2ndappointmentMaketheclientlikeyou–Establisharelationship！FirstInterviewforSalesPresentation

OBJECTIVESNoDeposit,no2nd;No2nd,nocontract！3FirstInterviewforSalesPresentation

重要性---WhyEnglish有效性---WhyWSE紧迫性---WhyNow

THECLIENTSHOULDLEAVEWITHBELOW3PROBLEMSSOLVED

4Preparation

ThePresentationProcessWelcomeClientIcebreakingShowCenterPromotiongiftQ&ABizCardExchange

Solution&Advantage………SelfIntroduction5

OBJECTIVEToHavePreparedTobementallyandphysicallyreadytogiveagreatpresentation1.Personalappearance2.Cleanandtidyoffice3.Stationery4.Businesscard5.Registrationform6.Handout7.PCPCONSULTATIONSTEP1:

Preparation8.SalesManual-ScholarshipCertificate-Guaranteeletter-Pricelist-New/renewcontract-Methodexplanation-LeveldescriptionATTITUDEConfident&ProfessionalYouneverhaveasecondchancetomakeafirstimpression6

Establisharelationship&makeagreatfirstimpressionProfessional,Natural,

ConfidentandFriendlyCONSULTATIONSTEP2:

WelcomeClient

1.Readthoughthequestionnaire2.Walkdirectlytotheprospect3.Introduceyourself/Shakehands4.Welcometheprospect:Welcome,mynameis…,I’myourcourseconsultant…,Isyour1sttimetocome?5.WalkwiththeprospectandshowaroundOBJECTIVEHOWATTITUDE7

OBJECTIVEEstablisharelationshipandwin

thetrust1.Smile2.Howdidyoucomehere/convenient3.Talkaboutweather,traffic…4.Doyouhaveanyfriendusedtostudyhere?Natural,Confident,PleasedBeafriendCONSULTATIONSTEP3:BreaktheIceHOWATTITUDESmallTalkwiththeclientwhenyoushowthecenter8

OBJECTIVELINEOFARGUMENTRESOURCESATTITUDETOOLSVisualizetheLearningProcess/Warmup1.Lab2.Classrooms3.SocialClub4.EnglishCorner

WhenweshowtheclienttheCenterandtalkabouttheactivitieswegettheminvolved.Weusethesecondperson,introducinghim/hertoateacherandtheSec/Receptionist.

Relaxed.Greetotherstudents/staffThewholeCenter,staff,students

CONSULTATIONSTEP4:

ShowCenterOnlyneedsimplyintroducethedifferentfacility9

Cheerful,Happy,Excited&

ProfessionalCONSULTATIONSTEP5:PromotionGift

HandlingOBJECTIVE

HOW

ATTITUDE1.Handthegifttotheclient2.Explanationofthepromotiongift3.CongratulatethemGivefreegifttotheclientCongratulations

10

Cheerful,Happy,ProfessionalCONSULTATIONSTEP6:

CC’sRole

IntroductionOBJECTIVE

HOWATTITUDE1.Introduceyourselftotheclient2.Yournameagain,andChinesename3.Telltheclientwhatyouaregoingtodonexttoday4.Telltheclientwhat’syourresponsibilityinthefutureCCself-introductiontotheclient11

Nice,ProfessionalCONSULTATIONSTEP7:

BizcardexchangeOBJECTIVE

HOW

ATTITUDE1.ThisismyBizcard…2.Let’schangethecard…3.Thanks/It’sOk,Thenbringmenexttime…Getclient’sBizcard/prepareforthenextstep:Q&A12KeyConceptsofSellingProcessOpportunityNeedFeatureCloseProbeBenefitPersuadeKEYCONCEPTOFTHE

SELLINGPROCESS13

OBJECTIVEHOW

ATTITUDE1.Guildtheclienttalk2.Listen3.TakenotesCare,Interested,Focus,Friendly,Encourage,GuildCONSULTATIONSTEP8:

Q&ADesire&Decisionmaker14KeyConceptsofSellingProcessKEYQUSETIONSTOASKCLIENTS

过去1现在2未来3英语学习AA1A2A3工作生活BB1B2B3

B3=DesireBenefit>>Investment15KeyConceptsofSellingProcessKEYQUSETIONSTOASKCLIENTS

StartfromBizcardYes:describetheBizcardNo:AsktheinformationoftheBizcardBizCardinformationincludes:Companyname:industry/company(development)Jobtitle:Howlongwiththecompany/positionPositioninthecompany(development)PositiondetailedjobresponsibilityAddress:Time/Traffic

16A2:HowisyourEnglishlevel?DoyouneedtospeakEnglishwhenyouwork?Isthereanyforeignerinyourcompany?B2:What’syourcompanylike?Whatdoyoudo?WhodoyouspeakEnglishto:yourboss/client/colleagues?InwhatkindofsituationdoyouuseEnglish:Meeting/report/call/email/presentation?HowoftendoyouspeakEnglish?Howlonghaveyouworkedinthiscompany?Isyour1stjob?B1:What’syourlastjob?Whydoyouchangetothecurrentjob?Whereareyoufrom?WhydoyoucometoSH?KEYQUSETIONSTOASKCLIENTS

17KEYQUSETIONSTOASKCLIENTS

B3:CanyoutellmewhydoyouwanttoimproveyourEnglish?HowbenefitwillbeifyouimproveyourEnglish?WhatareyougoingtodowithyourimprovedEnglish?A3:HowgooddoyouwantyourEnglishtobe?Why?Howlongdoyouplantomakeit?Why？A1:What’syourpastlearningexperience?A2：Listallproblems九大困难：勾引+诊断大班授课中教老师，老师质量缺乏语言环境发音不准不敢开口紧张害羞尴尬不敢开口死记硬背，前背后忘中文思维经常出差加班时间不固定惰性，无法坚持18

OBJECTIVECONSULTATIONSTEP9:

Solution&

AdvantagesLINEOFDISCUSSION

1.Reviewwhat’stheclientcurrentEnglishsituation,problems,objectives2.Findoutclient’sKeyproblemsthatcanbeonlysolvedbyWSE3.Offersolution:Ithinkwhatyouneedis…4.ThenLetmeintroducehowWSEcouldhelpyoutosolvesuchproblemsandreachyourlearningobjectives…

ATTITUDEProfessionalBridgefortheQ&AtoMethodBriefideaforbothClientandCCFeatureandBenefit19FABTalkFeatureBenefitAdvantageProduct’scharacteristicsThedetailedadvantagesProduct’svaluetoclients…has…features…thatistosay……soyoucan…20

OBJECTIVECONSULTATIONSTEP10:

MethodLINEOFDISCUSSIONHOWExplainwhatmethodworksUsethemethodformMaketheclientfeel:Itwillworkforme

ATTITUDEHonest,ProfessionalandcheerfulGiveashortexplanationonhowthemethodworks.Youshouldalwaysincludetheclient’sneedandofferclearsolutionsandadvantages.Makeconnections!21MondaytoFriday:9:00amto9:00pmSaturday&Sunday:9:00amto7:00pmCONSULTATION

STEP11:

MULTIMETHOD®SOCIALCLUBACTIVITYWITHFOREIGNTEACHER12STUDENTSMAXIMUMENGLISHCORNER+E-VILLAGEMUSTCREATEVALUE!!CLASSWITHFOREIGNTEACHER4STUDENTSMAXIMUMFLUENCYCLASSWITHFOREIGNTEACHER8STUDENTSMAXIMUMCOMPLETE

STUDENTMANUALPREPARATION

INTHESPEAKINGZONE

orENGLISHANYTIME＋STUDYADVISORAnyquestions?22

OBJECTIVECONSULTATIONSTEP12:

FeedbackLINEOFARGUMENT

1.Ultimateflexibilityintimeandphysicallocation2.Additionalfuncontentviatheinternet3.Customizedstudylevel4.Exercisereview5.Greatcontroloverstudyingpace6.Additionalexercisesanddictionaries7.On-lineservice(reserveactivity,reviewschedule,checkprogress,updateinformation,theVill@ge,EnglishAnytime)ExplainadvantagesofEnglishAnytime23WALLSTREETENGLISH

BriefHistory“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，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”24

CONSULTATIONSTEP13:CustomerFeedback“DOYOUHAVEANYQUESTIONS?”25

OBJECTIVELINEOFARGUMENTLevelreachedattheendofeachstage

CREATEVALUE!SurvivalWaystageUpperWaystageThresholdMilestoneMasteryBOL(1-6)CONSULTATIONSTEP14:

LevelDescriptionHOWIntroduceWSIcourseswithPCPAccordingtocustomer’sneeds26

OBJECTIVELINEOFDISCUSSIONRESOURCESTOOLSDesignWSIcourses“WSIhas

whatIneed”CREATEVALUE!Offer2optionsPaintthepicturePCPShowLevelSelectSoftwareCONSULTATIONSTEP15:

PersonalCourse

ProposalonPCP27BOL1BOL2BOL3BOL4BOL5BOL628PAINTING

THE

PICTUREIn3monthsMissWang,youwill----In6monthsMissWang,youwillbeabletoexpressyourselfmoreclearlyinyoumeetings,documents,reportsatMotorola.

In9monthsMissWang,youwill---InjustoneyearMissWang,youwillhaveimproved6levelsandyouwillbemuchmoreconfidentinthosemeetingsatMotorola.YouwillbeabletodothetranslationsforyourbossatMotorolaandI’msurehewillbevery happyandhewillhavetogiveyouaraiseinsalaryorapromotion!29

OBJECTIVECONSULTATIONSTEP18:

TotalPriceExplanationLINEOFDISCUSSION1.Thetotaltuitionfeeis,32,7002.Whatdoyouthink?3.Expensive?NO!4.It’sainvestmentforyourfuture.5.Makethemsuffer6.Paintthepicture.HOW1.Explainthetotalpricewithoutanydiscount!2.writedownonPCPYougetyourmoney’sworth

ATTITUDECalm,Firm,confident,Professional30

OBJECTIVECONSULTATIONSTEP19:

PriceValue

Build-upLINEOFDISCUSSIONUnlimitedlabhoursStudent’smanualsDiskettesConversationClassesSocialClubActivitiesEnglishCornerGuarantee

HOWExplainwhatpriceincludesWritedownonPCPBuildupthepricevalue

ATTITUDEProfessional,confident31

CONSULTATIONSTEP20:

GuaranteeExplanationExplaintheGuaranteeLettertotheClient32

CONSULTATIONSTEP21:

AskofClient’sFeedback“DOYOUHAVEANYQUESTIONS?”33

OBJECTIVECONSULTATIONSTEP22:

OvercomeObjectionsLINEOFARGUMENTThinkit’sexpensiveWhatifIdon’tlikeitlateron?3.WhatifIgiveup?4.Whataboutgrammar?5.Canonelearnalanguagewithacomputer?6.IsthisAmericanorBritishEnglish?7.Ispendalldayinfrontofamonitoritsoundsboring.8.Ihavetoaskmyhusband/wife/parents9.Howdoyouguaranteetheresult?10.HowdoIstudyEnglishasanBeginner?Overcomeclient’s

objections34KeyConceptsofSellingProcessOvercomeObjection

²

你们今天让我来干什么？我想来拿免费资料。²

我不喜欢网上学习/对着电脑学习。²

这和在家学习有何不同？

²

你们是根据什么定价？为何这么贵？²

外面的学校都很便宜，只要几千元。²

这么贵的价格才上这几节外教课。²

你们和WEB有何区别？比他们好在哪里？²

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。²

你们会有效果吗？先让我尝试一下看看效果怎样。

²

我父母说你们不固定学习时间，不适合我。²

我没有时间/没有钱/没有用英语的机会/学了不用就忘了²

我不想学这么长时间，只想学两三个月。35KeyConceptsofSellingProcessOvercomeObjection

²

我只想通过考试。²

我先在家自学一段时间再来吧，其实关键要看自己。²

我要等我工作了/找到好工作/结婚后再说。先付个定金吧/不学可退吗？

²

我要回去问问我父母。²

我打个电话问一下我老公/老婆/朋友

²

你可以把你们的教材放给我看看吗？²

我可以现在做个测试吗？²

我再考虑一下吧，我这个人消费是非常理智的。²

我如果付2万多，你能保证我英语流利交流吗？

²

如果我要学的话，你们不优惠我也无所谓。²

我不喜欢便宜的东西。²

好，我再考虑一下给你答复好吗？²

我的心里价位2万，2万我就报。36

CONSULTATIONClosePriorities37

OBJECTIVECONSULTATIONSTEP23:

Scholarship

IntroductionTOOLS

Pre-RegistrationFormCD/DCDHOWIntroducescholarship.Writedown5,200RMBdiscountonPCP3.Explainwhatthescholarshipispayingfor3.Limitedquota,MakeclientwantitGetdeposit

Auniqueopportunity!!38

CONSULTATIONHowtogetdepositUnderdirectionofstandardCenterprocedureCD/DCDtoprovideassistanceonlyifneedCompletePre-RegistrationFormLimitedavailabilitypermonthPaydepositAfterdeposittalk39

CONSULTATIONSTEP24:

CloseOfferOrientationClass1.TakeoutOrientationClassbookingschedule2.Give2choicesforthecustomertoattendOrientationClass3.TakeoutRegistrationcontractandstartwriting4.Askforpayment(cashorcreditcard?)40

STEP25:

Close2ndInterviewOBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSCloseSecondInterviewGiveaCHOICE.Nevera“NO”optionanswer.ArrangeinterviewwithdeterminationandconfidencePersonalagendaBusinesscardwithdateandtimePRESENTATION41REGISTERINGAT

WALLSTREETENGLISH42

CONSULTATIONSTEP26:

Handoutinformation43SIGNCONTRACTANDCOLLECT

签订合同并收款OBJECTIVES目标MYCONSULTANTWILLHELPME我的学生顾问会帮助我IREALLYENJOYEDTHEFRIENDLYANDPROFESSIONALATMOSPHERE我真的很喜欢那种友好、职业氛围IT’SIMPORTANTTOUSETHEMETHODPROPERLY

恰当使用这种方法很重要THECLIENTMUSTLEAVEWITHTHEFOLLOWINGCONCEPTS:客户必须带着下列概念离开：

PROMOTIONOFTHEMONTH当月促销CREDITCHECK信誉支票CLOSINGTOOLS手段SALETOPRIVATEINDIVIDUALS

TheSecondInterview•I’MPLEASED.I’VEMADETHERIGHTDECISION.I’LLTELLMY

FRIENDSABOUTIT我很高兴，我作出了正确决定。我会告诉我的朋友44WELCOME

欢迎THESECONDINTERVIEW:

TheProcessVERIFYOBJECTIONS

确定目标CLOSESALE

达成意向SIGNCONTRACT

签订合同AFTER-SALE

售后服务IFYOUDONOTCLOSE

若没达成意向45OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSTheclientshouldfeelhappytobebackandwelcomed.Sayhis/hername.Weshouldcommentonsomethingabouthim/herwhichwasmentionedduringtheFirstPresentation. So,howwastheweekendinthemountains? Didyoumanagetogetthedrivinglicense?MaketheclientfeelcomfortableCheerful.Smiling.

PCP(wehavereaditbefore)theirreturntotheCenter

THESECONDINTERVIEW:Welcome46OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSHaveyougotanyquestionsonwhatweweretalkingaboutyesterday?(Theywillnormallyaskquestionsabouttheproduct.Theyhavealreadydecidedtobuy.)

Tothepoint.Donotwastetime.

Interested,Professional.Wewanttohelp.BlanksheetofpaperTHESECONDINTERVIEW:

CheckingObjections47OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSTheclientmustbuynow!Helphim/herdecide.

Doyouwanttodo___or___levels?AreyoudeterminedtogotoT3?Whendoyouwanttostart,__or__?

GivethemaCHOICE.Thiscourseorthisotherone?ExpertPCP,RegistrationFormTHESECONDINTERVIEW:

Closing48OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSCongratulations!SignthecontractDown-payment

“Let’sfillintheforms.Yourfullnameis...Andyouliveat...That’snear...Yourofficephonenumber?…”ReadaloudwhileyouarewritingProfessionaldialogueContract.Receipt.Welcomeletter,FirstLessonBook,Guarantee,AppointmentCardwithdate&timeofFirstLesson,LoanPapersTHESECONDINTERVIEW:SigntheContract49OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSS/hehasmadetherightchoiceWhenlearningalanguage,DEDICATIONisfundamental.Wewillmeetregularlytomakesurethatyouaresatisfiedandmakinggoodprogress.Let’ssee...we’llmeetafteryourFirstLesson....

HappyandRelaxedTHESECONDINTERVIEW:

AfterClosingBusinessCardInformationFolder50OBJECTIVELINEOFDISCUSSIONRESOURCESATTITUDETOOLSWouldyouliketotrythemethod?

Itwouldbeapitytomissoutonthespecialconditionsavailableforthefirst50studentstoregisterthismonth.

YourCreditCheckwillexpireon...

“Itwouldbeapity...”

CalmandFirmComplementaryClassScheduleSocialClubCalendarEnglishCorner

THESECONDINTERVIEW:

Ifyoudonotclose...51

CONSULTANT’STMK

THEREASONWHY

Contacts联系Appointmentsbooked预约Presentations咨询Contracts合同Sales销售Bookingrate预约率Showrate出现率Closingrate合同率Averageprice平均价52CONSULTANT’STELEMARKETINGPLANNNEDANDSYSTEMATICUSEOFTHETELEPHONE有计划有规律使用电话PRESENTATIONS咨询SALES

OBJECTIVE销售目标53RecuperationofOldContacts老客户NewContacts新客户

Students学生Referrals介绍的朋友

CONSULTANT’STELEMARKETING

TYPESOFCALLS电话种类54CONSULTANT’STELEMARKETING1st2nd3rdPREPAREMATERIALFORTHEWHOLEMONTH准备整月资料SETTIMESTOCALL(noon&eve)定下打电话时间

ONEHOUREVERYDAY每天一小时SAMETIMEEVERYDAY每天同一时间WORKMETHODICALLY(PC)工作有次序

WRITEINTOAGENDA写在日志上55CALLEVERYDAY每天打电话CALLALLCONTACTS给所有的客户打电话

DONOTSKIPANYONE不要漏掉一个PREPAREEACHCALL拿起听筒前准备好每个电话要讲内容

BEFOREPICKINGUPTHERECEIVER

CONSULTANT’STELEMARKETING

56

BASICQUALITYSTANDARDS

HAVEAPOSITIVE

ATTITUDEABOUTTHECONTACT对客户要有积极态度ALWAYSFOLLOWTHEOUTLINESANDLINEOFARGUMENT一定要遵循讨论问题的思路和要点DONOTTRYTOSELLOVERTHEPHONE不要试图通过电话销售JUSTONEGOAL:CLOSETHEAPPOINTMENT电话目的：定下约会THINKOFTHECONVERSATIONBEFOREYOUCALL.BEPREPARED!

打电话前想你要谈什么。要准备57SMILE.FEELHAPPY.PROFESSIONALANDFRIENDLY.YOUSHOULDALWAYSHAVESOMETHINGTOSAYTHATWILL“PERSONALIZE”THECALL.微笑，高兴，专业，友好。针对客户的情况打电话MAKEYOURMESSAGESCLEAR.语言要清晰、肯定。

DONOTHESITATE.