K NNG BN HNG

CHUYN NGHIP
 NI DUNG
A- Giao tip hiu qu
Thi trong giao tip
Ngn ng hnh th
Ging ni, ngn ng trong giao tip
Lng nghe
T tin
B- Mt s k nng trong bn hng
Tip cn khch hng hiu qu
B quyt thuyt phc khch hng
Cht sale thnh cng
Sau bn hng
Up sale
Cc nguyn tc bn hng thnh cng
Nhng tnh cch phi c mt nhn vin bn hng thnh cng
A- GIAO TIP HIU QU
GIAO TIP L G?

NHNG YU T NO GIP GIAO TIP

HIU QU?
1- THI KHI TIP XC VI KHCH HNG

THN THIN
NH
U IV
V I T
T
N H

NG
KH C O
I
I
V TRU
CH N
K H TH G
C

XIN LI, CM
N KHCH D
DNG
2- NGN NG HNH TH TRONG
GIAO TIP

Ngn ng ni; 7%

Ging ni; 38% Ngn ng hnh th; 55%

 NGN NG HNH TH TRONG
GIAO TIP BN HNG
nh mt, n ci, gt u, nhn vai, dng i. l ngn ng hnh th.
- Trong bn hng ngn ng hnh th c s dng nh th no?
Giao tip bng mt: nhn vi nh mt thin cm, thn thin, khng
nhn xm soi.
Cc biu hin khc trn khun mt: ti ci, nhu my, bun,
gin
Th hin qua cch i, ng, c ch tay, chn, cm nm sn phm:
i phi thng ngi, i nhanh nhng khng chy, c ch tay
chn phi nh nhng t nh khng vung nhiu, khi cm sn
phm phi cm bng 2 tay v tng t khi a bt c vt g cho
khch.
c c suy ngh ca khch thng qua ngn ng hnh th.
3- GING NI, NGN NG TRONG GIAO
TIP BN HNG

NI NH NHNG, R RNG.
M LNG VA NGHE, KHNG LN KHNG NH.
NG IU KHI NI: LN XUNG PH HP.
CHN LC NGN NG THEO TNG I TNG KHCH.
V D:
I VI KHCH TR TUI: NGN NG VUI V, TR TRUNG.
I VI KHCH LN TUI: NGN NG PHI LCH S, CHU
CHNH.
I VI KHCH HI HC: DNG NGN NG VUI, HI HC
NHNG VN LCH S.
4- LNG NGHE TRONG GIAO TIP
BN HNG
Khng ngt li khch hng.
Tp trung vo khch hng (eyes to eyes, face to face).
ng cm vi khch khi ang lng nghe khch.
t nhng cu hi tp trung vo nhu cu ca khch.
Gt u nh cho khch hng thy rng ta ang lng nghe
ng thi th hin s tn trng vi khch hng.
Lp li thng tin v hi li nu cha r (khng c hi qu
2 ln).
 5- T TIN TRONG GIAO TIP
Lm g c s t tin:
Bn thn phi p: qun o, tc, tay, chn, rng,
ming, mi c th
Phi c kin thc v sn phm tt.
Lun cp nhp thng tin kin thc x hi v kin
thc lin quan n ngh nghip.
Lun suy ngh tch cc c c s t tin.
Hy tin tng vo bn thn mnh I can do it
B- MT S K NNG
TRONG BN HNG
CCH TIP CN KHCH HNG HIU QU
( ICE BREAK )

Phn loi khch hng.

Quan st v phn on.
Chn thi im thch hp.
S dng Small Talk.
t cu hi thng minh ( cu hi m).
Lng nghe v nm bt nhanh nhu cu ca
khch.
 CC I TNG KHCH HNG
THNG GP

Khch hng t ni
Khch hng ni nhiu
Khch hng c kinh nghim
Khch hng l ngi thch th hin
 B QUYT THUYT PHC
KHCH HNG
Ch ng lng nghe khch hng.
Ch ng gii thiu sn phm.
To s tin tng.
Trnh by cc li ch ca sn phm mang li cho khch: gi, cht
lng, chnh sch hu mi
Trnh chm n lng t trng ca khch hng: khng khen gi di,
khng ch trch
t mnh vo v tr khch hng.
on trc c tnh hung v c hng gii quyt ph hp nhanh
chng.
Ch n biu hin ca khch khi thuyt phc khch.
Cho khch thm s la chn
http://www.youtube.com/watch?v=ZGnkrIQwD5M
 CHT SALE THNH CNG

Thi im cht sale:

- Khch hng thy hng th
- Xem k sn phm
- C biu hin: gt u, xoa cm,
v mt thn thin
 CHT SALE THNH CNG
a ra cc li khen.
C cc cu ni thc y quyt nh mua hng.
a ra li khuyn quyt nh gip khch.
Khng nn khch c nhiu thi gian trng suy ngh, d
lm thay i quyt nh.
V d:
Em thy ch eo chic nhn ny rt p v rt hp vi bn
tay ca ch, em ghi phiu tnh tin cho ch nha.
D, anh/ch thanh ton bng tin mt hay th
D, anh/ch s eo sn phm lun hay em b hp
D, em vit ha n cho anh/ch nh?
 UP SALE
Up sale c thc hin sau khi khch ng mua sn
phm hoc c biu hin rt thch v s ly sn phm.
Gi khch mua thm nhng sn phm khc phi thnh
b vi sn phm khch mua.
Kch thch s t m, ham mung mua hng ca khch bng
cc dng sn phm khc, mi, cc chng trnh u i
Cn c vo cc nhu cu, s thch, ca khch v i tng
khch up sale hiu qu.
Nhng u ch khi up sale:
Thi mua hng ca khch.
Kh nng chi tiu ca khch nhiu hay t.
Ch ng t vn gii thiu nhng khng p khch mua hng.
 SAU BN HNG

Gi in hoc nhn tin hi thm khch hng v sn phm.

Hi thm, chc mng khch nhn dip l, sinh nht
Thng tin cho khch bit v chng trnh khuyn mi,
sn phm mi, im tch ly
Nn gi mi quan h lu di v tt p vi khch.
Hy c gng nh tn v gi tn khch khi khch quay li
ln sau.
 CC NGUYN TC BN HNG
THNH CNG

C thi tch cc.

Hiu v hon thnh nhu cu ca khch.
To s tin cy cho khch hng.
Khch hng phi c c hi ni ln s phn i, nghi ng v lo
ngi.
Khch hng phi cm thy h a ra quyt nh mt cch ty
thch m khng b thc p hay b iu khin.
Khch hng phi cm nhn nhn vin bn hng l bn, ngi
ng hnh, ngi t vn.
t ra mc tiu bn hng cho bn thn (hm nay phi bn c
bao nhiu, thng ny phi bn c bao nhiu).
Bn li ch sn phm ch khng bn sn phm.
http://www.youtube.com/watch?v=omP07KiVEiY
 NHNG TNH CCH CN PHI C MT
NHN VIN BN HNG THNH CNG
Thi tch cc
Bn b
C s am m, nhit tnh
Sng to, t tin
C trch nhim
Chm ch
Hiu bit sn phm, dch v
Bit hi nhng cu hi thng minh
Bit cch gi lin lc vi khch hng
Lun cp nht kin thc chuyn mn v x hi.
 Tham kho thm 100 tuyt chiu bn hng
ti chng trnh sau

Chng trnh 100 Tuyt chiu bn hng

chuyn nghip ti
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