1、1,Q & A Gloria Ge 2008-10-6,WSE SALES TRAINING,2,Close the contract, 2nd appointment Sign the contract and leave big deposit, 2nd appointment Sign the contract and leave small deposit (500RMB or less), 2nd appointment Leave big deposit(10%), 2nd appointment Small deposit, 2nd appointment 2nd appoint
2、ment Make the client like you Establish a relationship！,First Interview for Sales Presentation,OBJECTIVES,No Deposit, no 2nd; No 2nd, no contract！,3,First Interview for Sales Presentation,重要性 - Why English 有效性 - Why WSE 紧迫性 - Why Now,THE CLIENT SHOULD LEAVE WITH BELOW 3 PROBLEMS SOLVED,4,Preparation
3、,The Presentation Process,Welcome Client,Ice breaking,Show Center,Promotion gift,Q&A,Biz Card Exchange,Solution & Advantage,Self Introduction,5,OBJECTIVE,To Have Prepared,To be mentally and physically ready to give a great presentation,1. Personal appearance 2. Clean and tidy office 3. Stationery 4.
4、 Business card 5. Registration form 6. Handout 7. PCP,CONSULTATION STEP 1: Preparation,8. Sales Manual- Scholarship Certificate - Guarantee letter- Price list - New/renew contract- Method explanation - Level description,ATTITUDE,Confident & Professional,You never have a second chance to make a first
5、 impression,6,Establish a relationship & make a great first impression,Professional, Natural, Confident and Friendly,CONSULTATION STEP 2: Welcome Client,1.Read though the questionnaire2.Walk directly to the prospect3.Introduce yourself/Shake hands4.Welcome the prospect: Welcome, my name is,Im your c
6、ourse consultant, Is your 1st time to come?5. Walk with the prospect and show around,OBJECTIVE,HOW,ATTITUDE,7,OBJECTIVE,Establish a relationship and win the trust,1. Smile 2. How did you come here/convenient 3. Talk about weather, traffic 4. Do you have any friend used to study here?,Natural, Confid
7、ent, Pleased Be a friend,CONSULTATION STEP 3: Break the Ice,HOW,ATTITUDE,Small Talk with the client when you show the center,8,OBJECTIVE,LINE OF ARGUMENT,RESOURCES,ATTITUDE,TOOLS,Visualize the Learning Process/Warm up,1. Lab 2. Classrooms 3. Social Club 4. English Corner,When we show the client the
8、Center and talk about the activities we get them involved. We use the second person, introducing him/her to a teacher and the Sec/Receptionist.,Relaxed. Greet other students/staff,The whole Center, staff, students,CONSULTATION STEP 4: Show Center,Only need simply introduce the different facility,9,C
9、heerful, Happy, Excited & Professional,CONSULTATION STEP 5: Promotion Gift Handling,OBJECTIVE,HOW,ATTITUDE,1. Hand the gift to the client 2. Explanation of the promotion gift 3. Congratulate them,Give free gift to the client Congratulations,10,Cheerful, Happy, Professional,CONSULTATION STEP 6: CCs R
10、ole Introduction,OBJECTIVE,HOW,ATTITUDE,1. Introduce yourself to the client 2. Your name again, and Chinese name 3. Tell the client what you are going to do next today 4. Tell the client whats your responsibility in the future,CC self-introduction to the client,11,Nice, Professional,CONSULTATION STE
11、P 7: Biz card exchange,OBJECTIVE,HOW,ATTITUDE,1. This is my Biz card 2. Lets change the card 3. Thanks/Its Ok, Then bring me next time,Get clients Biz card/prepare for the next step: Q&A,12,Key Concepts of Selling Process,Opportunity,Need,Feature,Close,Probe,Benefit,Persuade,KEY CONCEPT OF THE SELLI
12、NG PROCESS,13,OBJECTIVE,HOW,ATTITUDE,1. Guild the client talk 2. Listen 3. Take notes,Care, Interested, Focus, Friendly, Encourage, Guild,CONSULTATION STEP 8: Q&A,Desire & Decision maker,14,Key Concepts of Selling Process,KEY QUSETIONS TO ASK CLIENTS,B3= Desire Benefit Investment,15,Key Concepts of
13、Selling Process,KEY QUSETIONS TO ASK CLIENTS,Start from Biz card Yes: describe the Biz card No: Ask the information of the Biz cardBiz Card information includes: Company name: industry/company (development) Job title: How long with the company/positionPosition in the company (development) Position d
14、etailed job responsibility Address: Time/Traffic,16,A2: How is your English level? Do you need to speak English when you work? Is there any foreigner in your company? B2: Whats your company like? What do you do? Who do you speak English to: your boss/client/colleagues? In what kind of situation do y
15、ou use English: Meeting/report/call/email/presentation? How often do you speak English? How long have you worked in this company? Is your 1st job? B1: Whats your last job? Why do you change to the current job? Where are you from? Why do you come to SH?,KEY QUSETIONS TO ASK CLIENTS,17,KEY QUSETIONS T
16、O ASK CLIENTS,B3: Can you tell me why do you want to improve your English? How benefit will be if you improve your English? What are you going to do with your improved English? A3: How good do you want your English to be? Why? How long do you plan to make it? Why？ A1: Whats your past learning experi
17、ence? A2：List all problems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,OBJECTIVE,CONSULTATION STEP 9: Solution & Advantages,LINE OF DISCUSSION,1.Review whats the client current English situation, problems, objectives 2. Find out clients Key problems that
18、 can be only solved by WSE 3. Offer solution: I think what you need is 4. Then Let me introduce how WSE could help you to solve such problems and reach your learning objectives,ATTITUDE,Professional,Bridge for the Q&A to Method Brief idea for both Client and CC,Feature and Benefit,19,FAB Talk,Featur
19、e,Benefit,Advantage,Products characteristics,The detailed advantages,Products value to clients, has features, that is to say, so you can ,20,OBJECTIVE,CONSULTATION STEP 10: Method,LINE OF DISCUSSION,HOW,Explain what method works Use the method form,Make the client feel: It will work for me,ATTITUDE,
20、Honest,Professional andcheerful,Give a short explanation on how the method works. You should always include the clients need and offer clear solutions and advantages. Make connections!,21,Monday to Friday : 9:00 am to 9:00 pm Saturday & Sunday: 9:00 am to 7:00 pm,CONSULTATION STEP 11: MULTIMETHOD ,S
21、OCIAL CLUB ACTIVITY WITH FOREIGN TEACHER 12 STUDENTS MAXIMUM,ENGLISH CORNER + E-VILLAGE,MUST CREATE VALUE!,CLASS WITH FOREIGN TEACHER 4 STUDENTS MAXIMUM,FLUENCY CLASS WITH FOREIGN TEACHER 8 STUDENTS MAXIMUM,COMPLETE STUDENT MANUAL,PREPARATION IN THE SPEAKING ZONE or ENGLISH ANYTIME STUDY ADVISOR,Any
22、 questions?,22,OBJECTIVE,CONSULTATION STEP 12: Feedback,LINE OF ARGUMENT,1. Ultimate flexibility in time and physical location 2. Additional fun content via the internet 3. Customized study level 4. Exercise review 5. Great control over studying pace 6. Additional exercises and dictionaries 7. On-li
23、ne service (reserve activity, review schedule, check progress, update information, the Villge, English Anytime),Explain advantages of English Anytime,23,WALL STREET ENGLISH Brief History,“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
24、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,CONSULTATION STEP 13: Customer Feedback,“DO YOU HAVE ANY QUESTIONS?”,25,OBJECTIVE,LINE OF ARGUMENT,Level reached at the end of each stage CREATE VA
25、LUE!,Survival Way stage Upper Way stage Threshold Milestone Mastery BOL (1-6),CONSULTATION STEP 14: Level Description,HOW,Introduce WSI courses with PCP According to customers needs,26,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,TOOLS,Design WSI courses “WSI has what I need” CREATE VALUE!,Offer 2 options
26、 Paint the picture,PCP Show Level Select Software,The method is 17 levels Lets say you start on . You need to come back for entrance test. Well find out with the test. Level 3 is a basic knowledge of English. On the 6th youll begin to develop fluency, the 9th is high communication ability and the 12
27、th is an advanced level.,CONSULTATION STEP 15: Personal Course Proposal on PCP,27,BOL 1,BOL 2,BOL 3,BOL 4,BOL 5,BOL 6,28,PAINTING THE PICTURE,In 3 months Miss Wang, you will -In 6 months Miss Wang, you will be able to express yourself more clearly in youmeetings , documents, reports at Motorola. In
28、9 months Miss Wang, you will -In just one year Miss Wang, you will have improved 6 levels and you will be much more confident in those meetings at Motorola. You will be able to do the translations for your boss at Motorola and Im sure he will be very happy and he will have to give you a raise in sal
29、ary or a promotion!,29,OBJECTIVE,CONSULTATION STEP 18: Total Price Explanation,LINE OF DISCUSSION,1.The total tuition fee is,32,700 2.What do you think? 3.Expensive?NO! 4.Its a investment for your future. 5.Make them suffer 6.Paint the picture.,HOW,1.Explain the total price without any discount! 2.w
30、rite down on PCP,You get your moneys worth,ATTITUDE,Calm,Firm, confident, Professional,30,OBJECTIVE,CONSULTATION STEP 19: Price Value Build-up,LINE OF DISCUSSION,Unlimited lab hours Students manuals Diskettes Conversation Classes Social Club Activities English Corner Guarantee,HOW,Explain what price
31、 includes Write down on PCP,Build up the price value,ATTITUDE,Professional,confident,31,CONSULTATION STEP 20: Guarantee Explanation,Explain the Guarantee Letter to the Client,32,CONSULTATION STEP 21: Ask of Clients Feedback,“DO YOU HAVE ANY QUESTIONS?”,33,OBJECTIVE,CONSULTATION STEP 22: Overcome Obj
32、ections,LINE OF ARGUMENT,Think its expensive What if I dont like it later on? 3. What if I give up? 4. What about grammar? 5. Can one learn a language with a computer? 6. Is this American or British English? 7. I spend all day in front of a monitor it sounds boring. 8. I have to ask my husband /wife
33、/parents 9. How do you guarantee the result? 10. How do I study English as an Beginner?,Overcome clients objections,34,Key Concepts of Selling Process,Overcome Objection, 你们今天让我来干什么？我想来拿免费资料。 我不喜欢网上学习/对着电脑学习。 这和在家学习有何不同？ 你们是根据什么定价？为何这么贵？ 外面的学校都很便宜，只要几千元。 这么贵的价格才上这几节外教课。 你们和WEB有何区别？比他们好在哪里？ 我想要去新东方看看
34、，再比较一下。我有朋友在这学习，好像效果不怎么样。 你们会有效果吗？先让我尝试一下看看效果怎样。 我父母说你们不固定学习时间，不适合我。 我没有时间/没有钱/没有用英语的机会/学了不用就忘了 我不想学这么长时间，只想学两三个月。,35,Key Concepts of Selling Process,Overcome Objection, 我只想通过考试。 我先在家自学一段时间再来吧，其实关键要看自己。 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？ 我要回去问问我父母。 我打个电话问一下我老公/老婆/朋友 你可以把你们的教材放给我看看吗？ 我可以现在做个测试吗？ 我再考虑一
35、下吧，我这个人消费是非常理智的。 我如果付2万多，你能保证我英语流利交流吗？ 如果我要学的话，你们不优惠我也无所谓。 我不喜欢便宜的东西。 好，我再考虑一下给你答复好吗？ 我的心里价位2万，2万我就报。,36,CONSULTATION Close Priorities,Contract signed Get a Deposit and book ET appointment Book 2nd Appointment for ET or Demo,37,OBJECTIVE,CONSULTATION STEP 23: Scholarship Introduction,TOOLS,Pre-Regis
36、tration FormCD/DCD,HOW,Introduce scholarship. Write down 5,200RMB discount on PCP 3 . Explain what the scholarship is paying for 3. Limited quota,Make client want it Get deposit,A unique opportunity!,38,CONSULTATIONHow to get deposit,Under direction of standard Center procedure CD / DCD to provide a
37、ssistance only if need Complete Pre-Registration Form Limited availability per month Pay deposit After deposit talk,39,CONSULTATION STEP 24: Close Offer Orientation Class,1.Take out Orientation Class booking schedule 2. Give 2 choices for the customer to attend Orientation Class 3.Take out Registrat
38、ion contract and start writing 4.Ask for payment(cash or credit card?),40,STEP 25: Close 2nd Interview,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,Close Second Interview,Let us make the appointment for the entrance test? Tomorrow or the day after? Let us make the appointment for the free d
39、emo lesson? Tomorrow or the day after.,Give a CHOICE. Never a “NO” option answer.,Arrange interview with determination and confidence,Personal agenda Business card with date and time,PRESENTATION,41,REGISTERING AT WALL STREET ENGLISH,Registration ContractContract termsStudy agreementEntrance test re
40、sultBook orientation class,42,CONSULTATION STEP 26: Hand out information,Hand out the WSE Orange Brochure and PCP,Entrance Test color printed resultShow them out of the center,say good-byeRemind them of date/time of 2nd appointment,43,SIGN CONTRACT AND COLLECT 签订合同并收款,OBJECTIVES目标,MY CONSULTANT WILL
41、 HELP ME我的学生顾问会帮助我 I REALLY ENJOYED THE FRIENDLY AND PROFESSIONAL ATMOSPHERE我真的很喜欢那种友好、职业氛围 ITS IMPORTANT TO USE THE METHOD PROPERLY 恰当使用这种方法很重要,THE CLIENT MUST LEAVE WITH THE FOLLOWING CONCEPTS: 客户必须带着下列概念离开：,PROMOTION OF THE MONTH当月促销 CREDIT CHECK信誉支票,CLOSING TOOLS手段,SALE TO PRIVATE INDIVIDUALS Th
42、e Second Interview, IM PLEASED. IVE MADE THE RIGHT DECISION. ILL TELL MY FRIENDS ABOUT IT我很高兴，我作出了正确决定。我会告诉我的朋友,44,WELCOME 欢迎,THE SECOND INTERVIEW: The Process,VERIFY OBJECTIONS 确定目标,ENTRANCE TEST 入学测试,CLOSE SALE 达成意向,SIGN CONTRACT 签订合同,AFTER-SALE 售后服务,IF YOU DO NOT CLOSE 若没达成意向,45,OBJECTIVE,LINE OF
43、 DISCUSSION,RESOURCES,ATTITUDE,TOOLS,The client should feel happy to be back and welcomed. Say his/her name.,We should comment on something about him/her which was mentioned during the First Presentation. So, how was the weekend in the mountains? Did you manage to get the driving license?,Make the c
44、lient feel comfortable,Cheerful. Smiling.,PCP (we have read it before)their return to the Center,THE SECOND INTERVIEW:Welcome,46,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,The client should have no doubts, because s/he will sign up after the Entrance Test. Prepare to close.,Have you got a
45、ny questions on what we were talking about yesterday? (They will normally ask questions about the product. They have already decided to buy.),To the point. Do not waste time.,Interested, Professional. We want to help.,Blank sheet of paper,THE SECOND INTERVIEW: Checking Objections,47,OBJECTIVE,LINE O
46、F DISCUSSION,RESOURCES,ATTITUDE,TOOLS,The client must buy now! Help him/her decide.,Do you want to do_ or_ levels? Are you determined to go to T3? When do you want to start, _ or_?,Give them a CHOICE. This course or this other one?,Expert,PCP, Registration Form,THE SECOND INTERVIEW: Closing,48,OBJEC
47、TIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,Congratulations! Sign the contract Down-payment,“Lets fill in the forms. Your full name is. And you live at. Thats near . Your office phone number?”,Read aloud while you are writing,Professional dialogue,Contract. Receipt. Welcome letter, First Lesson
48、 Book, Guarantee, Appointment Card with date & time of First Lesson, Loan Papers,THE SECOND INTERVIEW: Sign the Contract,49,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,S/he has made the right choice,When learning a language, DEDICATION is fundamental. We will meet regularly to make sure that you are satisfied and making good progress. Lets see. well meet after your First Lesson,
