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客户心理学与客户沟通

 文章来源:恩佐2 时间:2019-04-17 09:41
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客户心理学与客户沟通
用点心理学和客户进行沟通
课程时间: 2019年5月9-10日 厦门      6月13-14日厦门    6月27-28日苏州
7月30-31日 厦门      8月29-30日厦门
课程费用:4280元/人(含教材、午餐及茶点)
谁来参加?                                                                                                                                                                                                     
  *销售人员                                                                                                                                                      
  *专业客服                                                                                                                                                      
课程时长                                                                                                                                                                                                        
  *14小时 (2天)                                                                                                                                         
有何收获?                                                                                                                                                                                                     
  *了解营销工作的心理学本质                                                                                                                            
  *学习销售、沟通、客户、传播各个环节的心理方法和技术                                                                                    
  *全面提升职场个人工作技能,了解营销和心理学的双重规律                                                                                 
  *获得个人商业思维与心理科学双重体验的附加值                                                                                                  
先决条件?                                                                                                                                                                                                     
  *从事销售或客服工作3个月以上                                                                                                                     
为何参加?                                                                                                                                                                                                     
  *企业的宗旨是经营与发展,发展的方式是生产、服务、营销与传播,传播的对象是客户与受众。                                 
  *究竟客户心里面在想些什么?                                                                                                                         
  *他们有通行的发展规律和轨迹吗?                                                                                                                               
  *在企业公关传播,品牌发展,销售提升,客户服务的不同块面,按心理学对人类研究发现的普遍规律,我们如何应对客户?                                                                                                                                                                                  
  *作为一名普通消费者,我们如何被品牌吸引、带领、习惯性购买?                                                                         
  *作为一名杰出的营销人员,我们应该掌握哪些心理学基本规律?                                                                            
课程大纲                                                                                                                                                                                                        
第一模块:拆解【客户心理学】                                                                                                                          
  * 组建学习小组                                                                                                                                             
  * 了解外在营销过程的,心理本质(如右图金字塔模型)                                                                                      
  * 学习心理树                                                                                                                                                 
第二模块:了解客户                                                                                                                                         
  *外在观察:看到情绪、听出意图、洞悉人格                                                                                                       
   -【察言观色】肢体语言和面部表情                                                                                                                   
   -【洞悉内在】不同性格特征的对应策略                                                                                                            
   -小组互动:你知道客户说的哪些是真,哪些是假吗?                                                                                          
  *内在观察:了解动机/市场调研                                                                                                                       
   - 案例解析:商业故事                                                                                                                                   
   - 小组演练:如何现场销售一件商品?                                                                                                              
一次典型消费历程:作为买卖双方AB角色下,怎么看,怎么做?                                                                            
Ø - 客户属性:心理防御系统                                                                                                                              
第三模块:寻找客户                                                                                                                                         
* 人际吸引四法则                                                                                                                                             
  - 接近性:如何寻找不花钱的代言人?                                                                                                               
  - 相似性:如何定位精准客户?                                                                                                                       
  - 互惠性:如何培养粉丝?                                                                                                                              
  - 美的,就是好:生物气质,如何影响个人决策                                                                                                 
第四模块:影响客户,行为塑造                                                                                                                          
* 行为塑造法则                                                                                                                                                 
  - 激发不安,痛点营销(案例学习)                                                                                                                   
  - 环境塑造,引导选择(学会提问)                                                                                                                   
  - 高明重复,建立偏好(影片赏析)                                                                                                                   
  - 未完成情结:建立期待(影片赏析)                                                                                                               
【实战练习】开展销售话术与客服沟通的实战训练                                                                                                 
  - 如何优化产品介绍?                                                                                                                                   
  - 如何快读高效沟通?                                                                                                                                   
                                                                                                                                                                                                                    
相关课程                                                                                                                                                                                                        
* 作为专业销售人士你可能还会对《顾问式销售》《双赢销售谈判》感兴趣                                                                
* 想要在更好把握客户关系上更进一步,你可能需要《大客户拓展策略》、《客户关系管理》                                          
                                                                                                                                                                                                                    
讲师简介                                                                                                                                                                                                        
段 女士                                                                                                                                                                                                          
  *背景经历                                                                                                                                                                                                                                                                                                            
  *科普作家、应用心理学培训师/引导师、心理顾问                                                                                                 
  *18年市场营销、品牌传播、管理咨询从业背景                                                                                                  
  *2008年创立"心灵咖啡网"心理学门户网站                                                                                                         
  *2014年出版心理科普书籍《逆袭心理学》,并开创系列"应用心理学"科普培训课程。                                              
  *擅长通过"心理科学"解决企业、生活、以及家族家庭传承中各类问题;拒绝神秘,拒绝忽悠,拒绝无营养心灵鸡汤鸭汤                                                                                                                                                                                         
  *为《遗愿清单的发现之旅》、《福尔摩斯情绪与压力管理》、《个人与企业传播的心理规律》系列课程创始人,热衷以"抽丝剥茧"的方式,带领学员探究心理学的本质,抛开一切非科学体系的纷繁纷芜杂,用简单,有趣,逻辑的方式为用户呈现科学的本真,并帮助大家用科学心理学更好的工作和生活。同时,是诸多媒体专栏作家和特邀心理专家                    
  *擅长领域                                                                                                                                                      
  *市场营销、新闻学、应用心理学                                                                                                                     
  *服务客户                                                                                                                                                      
奥地利老虎涂料中国、美敦力中国,交通银行厦门、平安集团、中智集团、朗生医药集团、中国电信、康宝莱中国、厦门二三甲医院职业医师等                                                                                                                                                      
 
                                                                                                                                                                                                                    
 
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