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1、1,Q & A Gloria Ge2012-10-6,WSE SALES TRAINING,2,Close the contract, 2nd appointmentSign the contract and leave big deposit, 2nd appointmentSign the contract and leave small deposit (500RMB or less), 2nd appointmentLeave big deposit(10%), 2nd appointmentSmall deposit, 2nd appointment2nd appointmentMa
2、ke 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,The Pres
3、entationProcess,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 appearance2. Clean and tidy office3. Stationery4. Business car
4、d5. Registration form6. Handout 7. PCP,CONSULTATIONSTEP 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 impression,6,
5、Establish a relationship & make a great first impression,Professional, Natural,Confident and Friendly,CONSULTATIONSTEP 2:Welcome Client,1.Read though the questionnaire 2.Walk directly to the prospect 3.Introduce yourself/Shake hands 4.Welcome the prospect: Welcome, my name is,Im your course consulta
6、nt, 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. Smile2. How did you come here/convenient 3. Talk about weather, traffic4. Do you have any friend used to study here?,Natural, Confident, PleasedBe
7、a friend,CONSULTATIONSTEP 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 Center and talk ab
8、out 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,CONSULTATIONSTEP 4:Show Center,Only need simply introduce the different facility,9,Cheerful, Happy, Exci
9、ted & Professional,CONSULTATIONSTEP 5:Promotion GiftHandling,OBJECTIVE,HOW,ATTITUDE,1. Hand the gift to the client2. Explanation of the promotion gift3. Congratulate them,Give free gift to the client Congratulations,10,Cheerful, Happy, Professional,CONSULTATIONSTEP 6:CCs Role Introduction,OBJECTIVE,
10、HOW,ATTITUDE,1. Introduce yourself to the client2. Your name again, and Chinese name3. Tell the client what you are going to do next today4. Tell the client whats your responsibility in the future,CC self-introduction to the client,11,Nice, Professional,CONSULTATIONSTEP 7:Biz card exchange,OBJECTIVE
11、,HOW,ATTITUDE,1. This is my Biz card2. Lets change the card3. 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 SELLING PROCESS,13,OBJECTIVE,HOW,ATTITU
12、DE,1. Guild the client talk2. Listen 3. Take notes,Care, Interested, Focus, Friendly, Encourage, Guild,CONSULTATIONSTEP 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 Selling Process,KEY QUSETIONS TO ASK
13、CLIENTS,Start from Biz cardYes: describe the Biz cardNo: Ask the information of the Biz cardBiz Card information includes: Company name: industry/company (development)Job title: How long with the company/position Position in the company (development) Position detailed job responsibilityAddress: Time
14、/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 you use English: Meeting/report/call/email/presen
15、tation?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 TO ASK CLIENTS,B3:Can you tell me why do you want to i
16、mprove 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 experience?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
17、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,CONSULTATIONSTEP 9:Solution &Advantages,LINE OF DISCUSSION,1.Review whats the client current English situation, problems, objectives2. Find out clients Key problems that can be only solved by WSE3. Offer solution: I think what you need is4. Th
18、en 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 MethodBrief idea for both Client and CC,Feature and Benefit,19,FAB Talk,Feature,Benefit,Advantage,Products characteristics,The detailed advantages,Products
19、 value to clients, has features, that is to say, so you can ,20,OBJECTIVE,CONSULTATIONSTEP 10:Method,LINE OF DISCUSSION,HOW,Explain what method worksUse the method form,Make the client feel:It will work for me,ATTITUDE,Honest,Professional and cheerful,Give a short explanation on how the method works
20、.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,CONSULTATIONSTEP 11:MULTIMETHOD ,SOCIAL CLUB ACTIVITYWITH FOREIGN TEACHER12 STUDENTS MAXIMUM,ENGLISH CORNER+ E-VILLAGE
21、,MUST CREATE VALUE!,CLASS WITH FOREIGN TEACHER 4 STUDENTS MAXIMUM,FLUENCY CLASSWITH FOREIGN TEACHER8 STUDENTS MAXIMUM,COMPLETE STUDENT MANUAL,PREPARATION IN THE SPEAKING ZONE or ENGLISH ANYTIME STUDY ADVISOR,Any questions?,22,OBJECTIVE,CONSULTATIONSTEP 12:Feedback,LINE OF ARGUMENT,1. Ultimate flexib
22、ility in time and physical location2. Additional fun content via the internet3. Customized study level4. Exercise review 5. Great control over studying pace6. Additional exercises and dictionaries7. On-line service (reserve activity, review schedule, check progress, update information, the Villge, E
23、nglish Anytime),Explain advantages of English Anytime,23,WALL STREET ENGLISHBrief 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
24、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,CONSULTATIONSTEP 13: Customer Feedback,“DO YOU HAVE ANY QUESTIONS?”,25,OBJECTIVE,LINE OF ARGUMENT,Level reached at the end of eachstage CREATE VALUE!,SurvivalWay stageUpper Way stageThresholdMilestoneMasteryBOL (1-6),CONSULTATIONSTEP 14: Level
25、Description,HOW,Introduce WSI courses with PCPAccording to customers needs,26,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,TOOLS,Design WSI courses “WSI has what I need” CREATE VALUE!,Offer 2 optionsPaint the picture,PCPShow Level Select Software,The method is 17 levels Lets say you start on . You need to
26、 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 12th is an advanced level.,CONSULTATIONSTEP 15:Personal CourseProposal on PCP,27,BOL 1,BOL 2,BOL 3,BOL 4,BOL 5,
27、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 you meetings , documents, reports at Motorola. In 9 months Miss Wang, you will -In just one year Miss Wang, you will have improved 6 levels and you will be much
28、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 salary or a promotion!,29,OBJECTIVE,CONSULTATIONSTEP 18: Total Price Explanation,LINE OF DISCUSSION,1.The total tu
29、ition fee is,32,7002.What do you think?3.Expensive?NO!4.Its a investment for your future.5.Make them suffer6.Paint the picture.,HOW,1.Explain the total price without any discount!2.write down on PCP,You get your moneys worth,ATTITUDE,Calm,Firm, confident, Professional,30,OBJECTIVE,CONSULTATIONSTEP 1
30、9:Price Value Build-up,LINE OF DISCUSSION,Unlimited lab hoursStudents manualsDiskettesConversation ClassesSocial Club ActivitiesEnglish CornerGuarantee,HOW,Explain what price includesWrite down on PCP,Build up the price value,ATTITUDE,Professional,confident,31,CONSULTATIONSTEP 20:Guarantee Explanati
31、on,Explain the Guarantee Letter to the Client,32,CONSULTATIONSTEP 21:Ask of Clients Feedback,“DO YOU HAVE ANY QUESTIONS?”,33,OBJECTIVE,CONSULTATIONSTEP 22:OvercomeObjections,LINE OF ARGUMENT,Think its expensiveWhat if I dont like it later on?3. What if I give up?4. What about grammar?5. Can one lear
32、n 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/parents9. How do you guarantee the result?10. How do I study English as an Beginner?,Overcome clientsobjections,34,Key Concepts of Selling P
33、rocess,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，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 P
34、rocess,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,CONSULTATIONClose Priorities,Contract
35、 signedGet a Deposit and book ET appointmentBook 2nd Appointment for ET or Demo,37,OBJECTIVE,CONSULTATIONSTEP 23:ScholarshipIntroduction,TOOLS,Pre-Registration Form CD/DCD,HOW,Introduce scholarship.Write down 5,200RMB discount on PCP3 . Explain what the scholarship is paying for3. Limited quota,Make
36、 client want itGet deposit,A unique opportunity!,38,CONSULTATIONHow to get deposit,Under direction of standard Center procedureCD / DCD to provide assistance only if needComplete Pre-Registration FormLimited availability per monthPay deposit After deposit talk,39,CONSULTATIONSTEP 24:CloseOffer Orien
37、tation Class,1.Take out Orientation Class booking schedule2. Give 2 choices for the customer to attend Orientation Class3.Take out Registration contract and start writing4.Ask for payment(cash or credit card?),40,STEP 25:Close 2nd Interview,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,Close
38、 Second Interview,Let us make the appointment for the entrance test? Tomorrow or the day after?Let us make the appointment for the free demo lesson? Tomorrow or the day after.,Give a CHOICE. Never a “NO” option answer.,Arrange interview with determination and confidence,Personal agenda Business card
39、 with date and time,PRESENTATION,41,REGISTERING ATWALL STREET ENGLISH,Registration Contract Contract terms Study agreement Entrance test result Book orientation class,42,CONSULTATIONSTEP 26:Hand out information,Hand out the WSE Orange Brochure and PCP, Entrance Test color printed result Show them ou
40、t of the center,say good-bye Remind 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 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
41、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 The 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,VERI
42、FY 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 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 mentio
43、ned during the First Presentation. So, how was the weekend in the mountains?Did you manage to get the driving license?,Make the client 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,AT
44、TITUDE,TOOLS,The client should have no doubts, because s/he will sign up after the Entrance Test. Prepare to close.,Have you got any 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 t
45、ime.,Interested, Professional. We want to help.,Blank sheet of paper,THE SECOND INTERVIEW:Checking Objections,47,OBJECTIVE,LINE OF 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
46、, _ or_?,Give them a CHOICE. This course or this other one?,Expert,PCP, Registration Form,THE SECOND INTERVIEW:Closing,48,OBJECTIVE,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 . Yo
47、ur office phone number?”,Read aloud while you are writing,Professional dialogue,Contract. Receipt. Welcome letter, First Lesson 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,TO
48、OLS,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.,Entrance Test,Happy and Relaxed,THE SECOND INTERVIEW:After Closing,Business CardIn
49、formation Folder,50,OBJECTIVE,LINE OF DISCUSSION,RESOURCES,ATTITUDE,TOOLS,Close another interview for a Demonstration or Complementary Class, English Corner or Social Club Activity.,Would you like to try the method?It would be a pity to miss out on the special conditions available for the first 50 s
50、tudents to register this month.Your Credit Check will expire on .,“It would be a pity.”,Calm and Firm,Complementary Class Schedule Social Club Calendar English Corner,THE SECOND INTERVIEW:If you do not close.,51,CONSULTANTS TMKTHE REASON WHY,Contacts联系,Appointments booked预约,Presentations咨询,Contracts
