9. Tieáp Caän Khaùch Haøng
(Approach)
Phöông caùch tieáp caän khaùch haøng:
1. Haõy laøm khaùch haøng quan taâm
(Tune the world out and people in)
2. Laøm khaùch haøng thoaûi maùi vaø thaáy mình quan
troïng
( Put them at ease and make them feel important)
3. Ñeå khaùch haøng noùi veà chính hoï
( Get them talking about themselves)
4. Nhìn thaúng vaø laéng nghe taâm söï cuûa khaùch haøng
( Hold eye contact and listen to how they feel)
https://www.facebook.com/EventTravelVN
13. Phoûng Vaán Khaùnh Haøng
Höôùng daãn trong Phoûng Vaán:
1. Hoûi caùc caâu hoûi môû, giaùn tieáp ñeå tìm hieåu nhu
caàu cuûa khaùch haøng
Ask open-ended, indirect questions that draw out wants or needs
2. Laéng nghe vaø laøm roõ töøng ñieåm- ghi laïi
Listen to and paraphrase all points-write them down
3. Xaùc ñònh vôùi khaùch haøng veà nhu caàu chính
cuûa khaùch.
Identify dominants wants or needs and get aggreement
4. Khaúng ñònh vôùi khaùch haøng raèng mình muoán
giuùp hoï ñöôïc höôûng saûn phaåm/dòch vuï giaù trò
nhaát
Assure people that you want to help them enjoy the most value
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15. Trình baày (Demonstration)
Höôùng daãn trong Trình baày:
1. Nhaéc laïi nhu caàu chính ñaõ ñöôïc xaùc nhaän
Repeat the dominant wants or needs that have been admitted
2. Trình baày saûn phaåm ñaùp öùng ñuùng nhu caàu cuûa
khaùch
Show or tell how your product or service will fill their wants or needs
3. Traùnh noùi veà giaù.Öu tieân tìm hieåu saûn phaåm ñaùp öùng
nhu caàu cuûa khaùch nhö theá naøo.
Avoid talking about price. Make it secondary to finding out what best fills
their needs.
4. Hoûi veà phaûn öùng, caûm giaùc vaø yù kieán phaûn hoài
Ask for their reactions, feelings or opinions.https://www.facebook.com/EventTravelVN
16. Phaân Tích Haønh Vi Cö Xöû
(Identifying Different Behavior Styles)
Côûi Môû
Talker
Haønh Ñoäng
Doer
Do döï
Plodder
Giaùm Saùt
Controller
Coâng nhaän
(Need for Recognition)
Keát quaû
(Result Oriented)
Qui trình
(Process Oriented)
An toaøn
(Need for Security)
https://www.facebook.com/EventTravelVN
17. Phaân tích haønh vi cö xöû
Haønh Vi Cö Xöû Ñoäng Cô Mua Haøng
Talker Pleasure
Doer Pride
Controller Profit
Plodder Peace
https://www.facebook.com/EventTravelVN
18. Xaùc Nhaän
(Validation)
Höôùng daãn trong Xaùc Nhaän
1. Chuyeån ñaëc ñieåm thaønh lôïi ích
Translate product features into benefits
2. Xaùc ñònh giaù caû vaø nhaán maïnh giaù trò
Justify the price and emphasize value
3. Trình baày baèng chöùng
Offer proof and evidence
4. Taùi khaúng ñònh giaù trò ñeå laøm giaûm noãi lo ngaïi
cuûa khaùch haøng
Reassure and reinforce people to neutralize their fear of buying
https://www.facebook.com/EventTravelVN