ky nang ban hang hieu qua - tam viet

7/28/2019 Ky Nang Ban Hang Hieu Qua - Tam Viet

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K nng

Bn hngTm Vit Group


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Mt sn phm tt nhttrn th gii s

khng c s dng...

Cho n khi

n c bn!


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Mc tiu kho hc

Hon thnh kho hc, hc vin s c th:

Nhn thc ng v ngh bn hng

Hon thin k nng bn hng

Nng cao k nng giao tip trong BH

Thc y hiu qu lm vic ca ngi BH

Chia s kinh nghim gia cc hc vin


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Suy cho cng mi

ngi u sng bngcch bn mt ci g

R.L.Stevenson


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5

K nng bn hng

Cc khi nim c bn

Yu cu i vi ngi bn hng

By cng on ca chu trnh bn hng

K hoch c nhn


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K nng bn hng

Cc khi nim c bn



K hoch c nhn


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Cc khi nim c bn

Ngh bn hng

Bn hng

Khch hng


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Ngi bn hng gii:

Khng bao gi tr li khng

C th bn mi th

C th bn cho bt k ai

C th bn trong mi hon cnh

C nng khiu bn hng bm sinh


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Ngi bn hng gii:

Bit cch giao tip v thuyt phc

Kim tin nhanh chng

C nhiu k xo

Nhy cm vi nhu cu ca khch

C cuc sng y nim vui, th thch


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Ngi bn hng gii:

Thng minh, tinh t, nng ng,

C v tr x hi tt

Nm bt tt k nng cng vic

Coi khch hng l ngi tr lng cho mnh

Bit lng nghe kin khch hng

Bit khi dy lng mong mun ca KH


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Ngi bn hng

gii nhtl ngi bit

lng nghe tt nht


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Hiusut nghe?

25 - 30%


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Tp trung

Tham d

Hiu

Ghi nh

Hi p

Pht trinMong mun

thu hiuThng

Chu trnh lng nghe


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Vng

Nh Nhn

Nht

Tm

Lun lun lng nghe, lun lun thu hiu

Lng nghe l hng bin nht


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Th no l mua hng?

Mua hng l qu trnh khch hng

ra quyt nhi mt s tin nht nh

ly mt sn phm hoc dch v no

tho mn nhu cu ca mnh


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Khch hng mua g?

Gii php

Cm gic


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Th no l bn hng?

L qu trnhngi bn hng

t vn, h tr, hng dn khch hng

pht trin v hon thnh quyt nh

mua hng ca h


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Bn hng

L qu trnh trao i

Tm hiu v tho mn nhu cu

Xy dng quan h lu di cng c li


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M hnh bn hng kiu c

10% Giao tip

20% nh gi

30% Trnh by

40% Kt thc


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M hnh bn hng kiu mi

40% Xy dng lng tin

30% Xc nh nhu cu

20% Trnh by gii php

10% Xc nhn v kt thc


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Bn Bn

Ban

Bn

T T


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Bn hng kiu c

Th ng:

Phong cch quan chc

Thc p khch:

Phong cch tr em ng ph

Ng nhn v nhu cu:

Phong cch tip th bia


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Bn hng kiu c

Khng c chin lc lu di:

Phong cch tiu thng

i u trc tip vi i th:

Phong cch Pluto


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Bn hng t vn

Tip cn:

Khch hng l thng

nh:

Hng dn, tr gip

Phng php:

Lun lun khai thc


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Bn hng t vn

Thc t:

Lun lun lng nghe, quan st

Kt qu:

a ra gii php

Mc tiu:

Xy dng quan h lu di


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So snh hai phng php

Bn hng kiu c Bn hng t vnNgi BH gii l gii thon, mnh kho

Ngi BH gii l hiu bitv thc s quan tm

Ngi BH gii phn bcc mi kin phn ica KH

Ngi BH gii l ngibit tm gi php cho mis chng i

Ngi bn v ngi mua:mt k thng mt k thua

Ngi bn v ngi mua:hai bn u c li


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So snh hai phng php

Bn hng kiu c Bn hng t vnBn hng l mt cuc chyua tr tu

Bn hng l cung cpmt gii php

Bn hng l thuyt phc Bn hng l h tr

Ngi BH gii phi bnbng c sn phm

Bn hng l s h tr raquyt nh

Khch hng l i th,lun ni di

KH l i tc mun tintng ngi BH


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So snh hai phng php

Bn hng kiu c Bn hng t vnKt thc thng v lmc tiu s mt

Tip tc pht trin cc thngv sau l mc tiu s mt

Hiu qu tc thi nngay

Hiu qu lu di, lp i lp li

Phong cch na vi Phong cch chuyn nghip


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Bn hng l ngh thut thuyt

phc ngi khc lm mt vic

m bn khng c quyn bt

ngi ta lm vic


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Khch hng

l Thng

Th ?


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Thng ?

Thnh tm

(nh khi ng trc ban th/ cy thnh gi)

Nh nhm

(nh khi va mi khn vi/ cu nguyn xong)


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Tm quan trng ca khch hng

Sc mua ca

khch hng

Gy ra

S cnh tranh

Dn nQuyn la chn


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Khch hng l

Ngi cho ta vic lm

Ngi cho cng ty li nhun

Ngi m ta ph thuc vo

Khch hng khng phi l tranh ci

Khng ai thng khi ci nhau vi khch

Ngi thng tin v i th cnh tranh


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Khch hng l "ng ch" duy nht

tr lng; sa thi nhn vin, k c

gim c; thm ch gii th cng ty

bng cch tiu tin ch khc.

Gim c ch l ngi thc thimnh lnh ca khch hng.

Kh h h l i?


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Khch hng l ai?

Ngi

quytnh

Ngi

thhng

Ngis dng


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Khch hng bn ngoitr lng cho ta (tin)

Khch hng ni bcho ta tnh cm (tnh)

sng, ta cn tin bc v tnh cm

C ngha l cn Khch hng

C h h i b


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Nhn vin trc tip

Gim st vin

Qun tr vin

CEO

Khch hng

Cng ty nh hng ni b

C t h h i b


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Cng ty nh hng ni b

Tuyn dng ngi hon thnh nhim v

Lm cp trn vui lng ch khng phi KH

Thng tin trn c s thm nin, quan h

o to theo chc nng, khng theo yu cu

C t h h i b


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Cng ty nh hng ni b

Khng giao dch th khng chu trch nhim

Quyt nh khng c kin ngi giao dch

Thin v cc gii php tnh th, ngn hn

C t h h KH


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Nhn vin trc tip

Khch hng

Qun tr vin/ Gim st vin

CEO/ Qu tr vin cao cp

Cng ty nh hng KH

C t h h KH


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Cng ty nh hng KH

Tuyn dng ngi tha mn KH, nhim v

Gip cp di lm hi lng khch hng

Thng tin trn c s k nng v thm nin

Tp trung o to k nng giao tip, k thut

C t h h KH


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Cng ty nh hng KH

Thu hiu KH bn ngoi v KH ni b

Quyt nh c tham gia ca ngi giao dch

Coi trng cc gii php tng th lu di

L t b h


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Lut bn hng

iu 1:

Khch hng lun lun ng

iu 2:

Nu c ngh khc, hy xem li iu 1

K b h


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K nng bn hng

Cc khi nim c bn



K hoch c nhn

Y i i i BH


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Yu cu i vi ngi BH

Sng to

C k hoch

Nhit tnh

Hiu bit v sn phm, dch v

Hiu bit v cng ty v i th

Y i i i BH


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Yu cu i vi ngi BH

Thu hiu khch hng

Giao tip tt

Bit lng nghe

Bit cch thuyt phc

Bit cch kt thc

Y i i i BH


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Yu cu i vi ngi BH

Hnh thc ph hp

Hiu tm l khch hng

Thi ho nh, lch s

Nhanh nhn

Bn c hng

N h tht b i


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Nguyn nhn tht bi

Thiu tnh sng to 55%

K hoch, t chc ti 39%

Thiu hiu bit v sn phm 37%

Thiu nhit tnh 31%

Thiu quan tm khch hng 30%

Ng n nhn tht bi


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Nguyn nhn tht bi

Thiu o to bi bn 23%

Thiu mc tiu c nhn r rng 20%

Thiu hiu bit th trng 19%

Thiu kin thc v cng ty mnh 16%

Thiu kim sot cht ch 9%

Tam gic yu cu A S K


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Tam gic yu cu - A.S.K.

ASKKin thc (Knowledge)

Thng v thnh cng


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Thng v thnh cng

80%: Thi

Nhit tnh

Kin tr

20%: K nng v kin thc

K nng chuyn mn

Hiu bit sn phm, cng ty, th trng


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c tnh hng u ca ngibn hng l thi tt, ri mi

n kinh nghim, trnh , oto ri din mo.

Cc tiu chun sau u c thnng cao nu c thi tt

McDonal

Thi


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Thi

C ch

Nhn thng vo khch hng khi ni chuyn

T ra nhanh nhn, th v

Trnh u oi, chm chp v thiu din cm

Ngoi hnh

Nhn thy l nhn ra ngay nh chuyn nghip


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Mun tr thnh nhchuyn nghip trc

tin trng phi ging

chuyn nghip

Thi


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Thi

T phn tch

Nhn khuyt im v c gng khc phc.

T hi c th c phng php no tt hn?

Trnh tranh lun

Tranh lun: thng -> Bn hng: tht bi

Trnh cc cuc tranh lun khng cn thit


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Ta cn thng

hay

cng thnh cng?


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Vn

Hp tc

Chng taKhch hng


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Ly nhn ngha thng hung tn

em ch nhn

thay cng boNguyn Tri


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Thi


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Thi

Nhit tnhiu ny s nh hng n khch hng

Nhit tnh khng t n nu mnh khng c

Tin tng

Tin tng vo sn phm, cng ty, chnh mnh

L xng sng ca nhit tnh

L kh nng thc hin cng vic hiu qu

Thi


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Thi

Thnh tht v trung thc Khch hng c th hiu v cm nhn c

Trnh by gi ca bn thnh tht Bn ang tht s em li li ch cho h

S dng thi gian

Thi gian l tin bc

S dng cn thn v khn kho

Thi


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Thi

Kh nng lng nghe

Ni l gieo nghe l gt

Hy ch lng nghe khch hng

Kin tr

KH c th ni khngkhi h c th ni c

Khng h t chi mt cch d dng


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Khng bit ci,

ng bn hng.


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Thnh cng trong bn hng:

Bt u t lng ham mun tip

xc vi khch hng tim nng

Ch khng ch pht sinh tqu trnh tip xc vi khch hng

7 cch tm nim


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7 cch tm nim

1. T xem mnh l ch

2. T vn thay v bn hng

3. Tr thnh c vn ca khch hng

4. Tin hnh cng vic hon ho

7 cch tm nim


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7 cch tm nim

5.nh hng tr thnh nh chin lc BH

6. Tr thnh ngi bn hng gii nht

7. Thc hin quy lut vng trong bn hng

7 quy lut tm l bn hng


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7 quy lut tm l bn hng

Quy lut nhn qu Quy lut n b

Quy lut tp trung Quy lut v nim tin

Quy lut hp dn

Quy lut tng phn

Quy lut kim sot

Quy lut nhn qu


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Quy lut nhn qu

Vng thoi mi

T hnh dung

T nh gi v mnh

L tng ho

C gng sng theonhng iu tt nht

T hi lng

Bn thch chnhmnh nh th no

Thnh qu tt nht

Quy lut n b


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Quy lut n b

Bn lun c khen thng nu:

Lun c tng sng to, lc quan

Thc hin cng vic hon ho

Kinh nghim xc thc trong cc hot ng

Quy lut tp trung


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Quy lut tp trung

K nng

v hnh vichuyn nghip

Hiu qu bnhng cui cng.

Mong muntng hiu qu

bn hngNng ng Li ch

Cch suy ngh

Quy lut v nim tin


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Quy lut v nim tin

Nim tin thuyt phc c khch hng

Nim tin loi b suy ngh tiu cc

Nim tin kim sot kt qu thc hin

Tin rng bn c th lmc v tr thnh

ngi BH gii nht

Cui cng bns l ngi BH

gii nht

Quy lut hp dn


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Quy lut hp dn

Cng phc v tt th sn phm, dch v ca

bn cng hp dn khch hng nhiu hn

Lc quan vi chnh bn v sn phm

Hot ng tm l tch cc

Thu ht thm nhiu khch hng tim nng

Quy lut tng phn


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Quy lut tng phn

Th gii bn ngoi phn nh th

gii bn trong ca chng ta

Quy lut kim sot


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Quy lut kim sot

Duy tr v pht trin hot ng bn hng

To cho ta mi trng t th hin

Cho cm gic c giao vic quan trng

Cho tnh lc quan, khuyn khch tch cc

K nng bn hng


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K nng bn hng

Cc khi nim c bn



K hoch c nhn

7 bc tip cn


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7 bc tip cn

1. Tm kim2. Chun b

3. Tip cn

4. Trnh by

5. X l t chi

6. Kt thc

7. Theo ui

7 bc tip cn


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7 bc tip cn

1. Tm kim2. Chun b

3. Tip cn

4. Trnh by

5. X l t chi

6. Kt thc

7. Theo ui

Khch hng tim nng


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Khch hng tim nng

1. C nhu cu v sn phm, dch v

2. C kh nng thanh ton

3. C kh nng tip cn

4. Quyn mua (ai c quyn quyt nh?)

Ti sao phi tm kim KH?


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Ti sao phi tm kim KH?

Tm kim l bc u tin bn hng

Cp nht danh sch hng ngy


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Khch hng timnng nh tintrong ti khon

ca cng ty


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Khch hng timnng nh dng

mu ca mt c th

kho mnh

Phng php tm kim


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Phng php tm kim

Bn b thn hu

Cc chui mt xch

Nhng trung tm nh hng

Cc n v bn sn phm b xung

Quan st

Nin gim v danh sch

Phng php tm kim


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g p p t

Th trc tip

Cc chng trnh qung co

Cc hi tho, hi ngh

Hi ch thng mi, trin lm

Gii thiu sn phm

Khch hng


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Mi khi mt mt

khch hng, bn s

nh mt thm 250khch hng tim nng

khc na.

Phng php tm kim


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g p p

Mng Internet

M trang Web

Bo ch, truyn hnh, i

Pht qu trc tip

...


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M.A.N.Money, Authority & Need


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Khng nh gi ng khchhng tim nng ng ngha

vi vic lng ph thi gian,

doanh s v tin bc.

7 bc tip cn


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p

1. Tm kim2. Chun b

3. Tip cn

4. Trnh by

5. X l t chi

6. Kt thc

7. Theo ui

Chun b


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Ti sao cn phi chun b trc

Cc loi thng tin cn chun b

Cc k hoch cn chun b

Ti sao phi chun b?


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p

c nhng thng tin c th v khch hng

Bit c nhng yu t c th nh hng

To thun tin trong giao tip vi khch hng

To hnh nh tin cy v u th cnh tranh

Cn chun b g?


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g

Chun b tinh thn cho chnh mnh

Thng tin v sn phm/ dch v ca mnh

Thng tin v c nhn v cng ty ca KH

Thng tin v ngnh kinh doanh ca KH

Thng tin v i th cnh tranh

c tnh v li ch


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c tnh l tnh cht ca sn phm ch

khng phi l mt phn ca sn phm

Li ch l nhng g sn phm c th em

li cho khch hng


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Lin h v c tnh ca snphm vi nhu cu ca

khch hng

Cng thc F-A-B

c tnh v li ch


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Dch v c tnh Li ch

Mobi Fone

Mobi Card SMS

Khng tin ni qua in thoi

Gi nhn thng tin chnh xc

Lun gi c tin nhn

Mobi Fone Hp ththoi

Lin lc thng sut 24/24

Tnh bo mt caoD s dng


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Thu hiukhch hng

Yu t tc ng n mua hng


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Lut php

K thut

Thi

K vng

iu kin kinh t

iu kin cnh tranh

Khch hng l c nhn


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Bit trc i iu v bn b, ngh nghip

Giao tip s tt hn nu 2 pha bit nhau


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99

Mt b ci l

khng bng mt

t ci tnh

Khch hng l cng ty


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D kin v hot ng ca cng ty:

Cng ty sn xut hay bn g?

Cng ty bn hng n th trng no?

Cc k hoch cho tng lai?

Vn ang phi i mt?

Khch hng l cng ty


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c tnh mua hng ca cng ty:

Cng ty ang s dng dch v ca ai?

Phng thc thanh ton nh th no?

Mc hi lng v nh cung cp?

Ngy kt thc hp ng?

K hoch lm vic vi KH


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102

Ti s phi lm vic vi ai?

Nhu cu v quan tm ca khch hng?

Danh sch cc c tnh & li ch lin quan

Chng c no ti c th xut trnh hiu qu?

Dng chng i no c th xy ra?

K thut kt thc no?

K hoch lm vic vi KH


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103

Kt qu no ti mun t c?

Xy dng mi quan h

Gii thch c c tnh & li ch

K c hp ng

Thc hin cng vic hu mi,


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104

Khng chun b l

chun b cho tht bi

7 bc tip cn


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105

1. Tm kim2. Chun b

3. Tip cn

4. Trnh by

5. X l t chi

6. Kt thc

7. Theo ui


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Khng c c hi th hai

gy

N TNG BAN U

3 bc tip cn


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Thm nhp

Hnh thnh quan h

Thu ht s ch

Th tn


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Phng tin c gi tr km nht

Nn gi ch danh

C th ngh ngy, gi hn

Tip tcvi mt cuc in thoi

in thoi


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Khng c hnh nh trc din vi KH

Kh on c phn ng

Mc tiu duy nht: Hn gp

in thoi


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75% khng t mc ch trong ln u tin

67% ct ngang nhng vic quan trng hn

50% s cuc gi l thng tin mt chiu

Nghe in thoi


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111

Tr li ngay v xng danh, chc v

Hi tn nu ngi gi khng xng danh

Ghi li li nhn mt cch chnh xc

ng ngi gi ch i

Chuyn ng ngi cn gi

Ngi gi gin d


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Dnh thi gian cho h x gin

ng nghe xa tai va nghe

Ghi li nhng li phn nn, chi ra

Ni tn, xc nhn s quan trng ca vn

Chuyn cuc gi n ngi c th gii quyt

Ung mt cc nc trc khi lm vic khc

nghe in thoi hiu qu


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Dng tt c cc vic khc li

Ni r rng vo ng nghe

Lc quan, vui v

Ln KH v t chc cuc gi


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Lp danh sch cuc gi Tn

a ch

in thoi,

Thi gian gi ph hp

Ngy

Gi

Thi gian gi


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K ton vin: trnh 01 n 05 hng thng

Nhn vin ngn hng: trc 10h sau17h

Ho hc gia, k s: 13h n 15h

Gio s: th Hai n th Su

Nh thu xy dng: trc 9h, sau 17h

Thi gian gi


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Nha s: Trc 10h

Nh thuc, tim tp ho: 13h n 15h

i din thng mi, thng gia, qun l

ca hng, trng cc b phn: sau 10h30

Lut gia: 11h n 14h

Thi gian gi


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Y s, phu thut gia: 8h30-10h, sau16h

Gio s v gio vin: 7h n 8h

Bin tp vin, nh in: sau 15h

Nhn vin n lng: nh, vo bui ti

Gi in thoi


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Ghi ni dung cn trao i trc khi gi

Cho, gii thiu bn thn, cng ty

Pht biu mc ch cuc gi

Ghi chp trong khi m thoi

X l t chi

Kt thc mt cch tch cc

Hp th thoi


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Cho, gii thiu bn thn, cng ty

li li nhn chi tit

xut thi gian h/ bn gi li

Lun a ra cc la chn ni trc tip

Ging ni vui v


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Lun th hin n ci trong ging ni

Ging ni th hin tnh cch

Ging ni th hin s thn thin v nhit tnh

Thc hin 6 quy tc vng

6 quy tc vng


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1.Thay i tc ni, lng nghe, t cu hi2.Thay i cao ph hp vi ngi nghe

3.Ni thng vo mic, mic cch ming 4 cm

4.Th hin nh ni trc tip vi ngi nghe

5.Truyn t li ch sng to, pht m r rng

6.Ni n gin, trnh thut ng, t lng

30 giy quan trng nht


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Hnh thnh mi quan h

Thu ht s ch ngay t lc nhp cuc

Hnh thnh quan h


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Lun c mt ro chn v giao tip

Khng kh phng th cn c ph v

Ngi bn hng lm g?

Cng vic ca Bc s

Khm - Chn on - K n


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Hy dnh thi gian

khm ph ra nhu cu vvn ca khch hng

Cu hi


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Thm d

Thu thp thng tin

Kch thch suy ngh

Cu hi thm d


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Dng xy dng cuc i thoi

C 3 phn:

Pht biu s kin

Quan st

Cu hi dng thm d i thoi

Cu hi thu thp thng tin


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127

Tm kim thm thng tin chi tit

Hi s bt tin khi tip tc s dng dch v

Thay i ti

Tip cn trc tip thng tin c th

Kim tra thng tin

Cu hi kch thch suy ngh


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128

Dng cu hi m

Dng cu hi nh gi trc tip

KH t so snh vi i th cnh tranh

Khng p KH th hin sn sng mua


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129

Phu bn hng


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Phu dn cht lng chy theo mun

Phu bn hng l cc cu hi

Dn khch hng i n quyt nh mua hng


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131

Li chocao hn mm c

7 bc tip cn


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132

1. Tm kim2. Chun b

3. Tip cn

4. Trnh by

5. X l t chi

6. Kt thc

7. Theo ui


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133

Cha nghe

th ng ni!

Cu trc


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134

M u

Thn bi

Kt lun

Trnh by sn phm


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135


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136

Khch hng khng mua snphm, dch v m mua

GII PHP cho VN

ca h


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137

Lin h v c tnh ca snphm vi nhu cu ca

khch hng

Cng thc F-A-B

Bi tp phn tch F-A-B


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138

Dch v c tnh Li ch

Cc yu t ch khi phn tch


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139

c tnh

Li ch

Tnh thun tin

ng c c tho mn

Phng tin th hin


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140

Gii hn

cc im chnh


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141

a th lon tm

Ni di


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142

Ni diNi daiNi di


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143

Bit nhiu

khng bng bit iu

Khi nim phi ngn t


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Hu thanh V thanh

Phi ngn t

Ging ni (cht

ging, mlng, cao), ting

th di, ku la

iu b, dng

v, trang phc,nt mt, nhmt, di chuyn,

mi

Ngn t T ni T vit

Sc mnh thng ip


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Ngn t

7%

Ging ni38%

Hnh nh55%


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146

Trm nghe khngbng mt thy

Gi v minh ho


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147

Vch trc k hoch minh ho

Kim tra vt mu

Lit k c tnh v tin ch

Khung cnh minh ho

10 knh chnh ngn ng c th


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1.Nghi thc

Nghi thc l sn chi

Ta c th mt im hoc c im



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149

2. T th

Ng v pha sau: dng li - n

Ngi thng: thn trng - n vng

Ng v pha trc: tip tc - n xanh



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3. Nt mt

C nhng nt r xung: dng li

Nt mt v cm: thn trng

Cc nt th dn, d chu: tip tc



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4. nh mt Nhn lic, trnh nhn, nhn trng trng lu,

nhy mt qu nhiu, co ng t li: dng li Nhn v cm, nhn i ni khc: thn trng

Nhn ci m lc gp, trong qa trnh mphn, con ngi m to: tip tc



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5.Cnh tay

Khoanh tay trc ngc: dng li

Tay hai bn, bt ng: cn thn

Tay a ra trc nh vng m: tip tc



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6. Bn tay (khi bt tay) Lng bn tay p xung, bp tay ngi khc,

tay lnh v t, lm au tay ngi khc, r

nh c n, ca quy: dng li

Thiu sinh kh, khng th hi sinh: thn trng

Lng bn tay nga ln, bt tay cht, vngchi: tip tc



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7. Chn v bn chn: Chn bt cho, bn chn hoc mt c k

nhau, t chn ln bn, chn o l: dng li

Chn bt cho, bn chn t ln nhau: thn

trng

Chn thoi mi, vng vng: tip tc



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155

8. Phm vi

Qu gn, xm lc lnh a, ngi tch ra,

gh cao hn: dng li

Khng tin n, khng th hin qun lchay phc tng: thn trng

Gi khong cch trn di mt mt, chn vtr hp tc, gh c cao ngang bng vi

i tc: tip tc



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9. Du hiu ca h thn kinh Da i mu, tot m hi, nhp th thay i:

dng li C mt thong biu hin ca nhng iu

trn: thn trng

Khng c nhng biu hin trn: tip tc



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157

10.Cc du hiu tiu cc khc

Gim chn

Xa rng

Mn m mt th/ vt trn c th

Nhy mt nhiu

Tay che ming, mt tay lu trong ti

7 bc tip cn


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158

1. Tm kim

2. Chun b

3. Tip cn

4. Trnh by

5. X l t chi

6. Kt thc

7. Theo ui

Chng i


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159

Lun lun c chng i

ch l cch an ton tr hon quyt nh

Kh nht l bn cho khch hng im lng


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160

T chi l li mi thuyt phc

Hy mong i v cho n chng

l nhng tn hiu dn ng


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161

T chi khng c ngha

l khng. M ngha l

cha phi by gi.

Chun b


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162

S tay X l t chi:

Ghi tt c cc loi chng i

Cch x l, cch khc c th dng

Chun b x l trc khi chng c a ra

Mt s kiu chng i


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Gi ca cc ng cao qu

Nhn hiu ny l qu

Ti bn lm

Chng ti c nh cung cp khc

Ti cn suy ngh thm

Mt s kiu chng i


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C dch v tng t vi gi r hn nhiu

Thi hn thanh ton cng qu

Ngi cnh tranh ngh vi ti gi r hn

Ti khng mua ni

Ngn sch ca ti khng c phn chi ny

Mt s kiu chng i


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Ti khng thch

Ti cha cn

Cng ty A bo hnh sn phm tt hn

Ti cha bao gi nghe n cng ty ng

Dch v ca ng mi qu

Mt s kiu chng i


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Nhng ch trch i vi dch v ca bn

Ngi BH trc khng li n tng tt

Cty B gp rc ri khi s dng dch v ny

Dch v ca cng ty A gn y s tin hn

Ti mua ca cng ty X v hon ton hi lng

Mt s kiu chng i


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167

Ch/ anh K khuyn ti khng nn dng

Ti phi bn li vi ngi hn vn ca ti

ti bn li vi v/ chng ti

Sang nm ti mi c th mua

Phn loi chng i


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Thi gianHu ht mi ngi u mun tr honvic ra quyt nh mua hng

Gi cNgi mua ngh rng s c phng n

khc tt hn

NgunNgi mua khng c thng tin vsn phm v cng ty

Cnh tranhNgi mua so snh hay gy p lcbng cnh tranh

Chin thut X l t chi


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169

S dng kin thc:

Sn phm

Cng ty

i th cnh tranh.

Chun b tt cc k nng X l t chi

Pht l chng i


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Chng i khng c c s bn c th pht l

u tin tha nhn chng i v sau l i

T chi gin tip


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Trc tin lp li li chng i ca KH

Khng ni thng vi KH rng h sai

ng h quan im KH, trnh cng thng

Ch ng iu chnh chng i v gi tr

Phng php bi hon


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172

Phng php Vng, nhngChng i ch ng mt phn

ngi BH c th ch ra yu t bi hon.

Trnh tranh ci trc tip

Trc tin ng vi KH

Kho lo a ra l do hp l mua hng

Li ch bi hon a ra cn


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Ti thiu bng vi lun c chng i

Cng hp dn cng tt

p ng nhu cu c bit ca khch hng

Li ch c quyn nu c th

Phng php Bommerang


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174

Nm ly chng i ca khch hng vchuyn thnh l do mua hng

V d:

KH: Cht lng sng ca Mobi Fone km

hn so vi VinaPhone.

Phng php Bommerang


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175

ngi BH: Chng ti a vo s dng dch

v chuyn vng gia hai mng t 15/11

nn sng khng cn l vn na.

Ngoi ra Mobi Fone thng xuyn c

cc chng trnh khuyn mi c li cho

khch hng. Hin nay ang c chngtrnh khuyn mi...

n u


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Ngn nga chng i trc khi xut hin

Vi cc chng i lp i lp li

Hm cha cu tr li trong phn gii thiu

Chng i ph bin mi c n u.

Xoay i ch


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Chng i khng lin quan n nhu cu

Phi nm ly tin m KH a ra

Bin i KH nhn s vic gc khc

7 bc tip cn

1 T ki


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178

1. Tm kim

2. Chun b

3. Tip cn

4. Trnh by

5. X l t chi

6. Kt thc

7. Theo ui

K thut kt thc

Kt thc


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179

Kt thc

Mt cu hi

Tuyn b

Hnh ng m bo KH quyt nh mua

Ti sao kt thc?

KH c th min cng mua sn phm Vi tng tiu cc c th gy tr ngi

Ti sao ngi BH khng kt thc


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ngi bn hng s b t chi.

S t chi l c nh vo t i ca ngi BH

KH t chi v nghi ngi dch v ch khng

phi v bn thn ngi BH


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181

Hc n, hc ni,

hc gi, hc m

Khi no nn kt thc?


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Ch khi khch hng thy hng th

KH ng vi gi tr ca cc li ch

Khi KH ng trong cch tr li chng i

Khi c mt khong thi gian im lng

Khi no nn kt thc?


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Khi KH c nhng c ch th hin quan tm Xem k mu sn phm

Ly bt ra v tnh ton

Gt u

Xoa cm

V mt thn thin

Kt thc bng cu hi


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184

Kt thc th, cu hi m: ng c g khc cn hi?

Chng ta tin hnh hp tc nh th no?

ng cho bit kin ca ng?

Cu hi dn ng:

Cn l do no ngoi gi ngn ng mua hng?

Kt thc trc tip


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185

Yu cu trc tip n t hng

Cho ti xin ch k cho hp ng?

Kt thc tm lc

Gii thiu tm tt nhng li ch chnh

Kt thc vng/ c lin tc


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Lm cho KH c thi quen ni: Vng/ c

Hi mt chui chc chn c tr li: Vng/ c

Cu hi cui cng l n t hng

Kt thc la chn ci no


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187

Chng ti giao hng vo th 2 hay th 3?

Chng ti s cung cp bnh hoa trc hay c

chu hoa na?

Kt thc ch c mt dp


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a ra li ch

Khuyn khch khch hng hnh ng ngay

Kt thc khch l c bit


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189

Cho hng c bit

C mt s u tin c bit cho KH mi:

Giao hng tn ni min ph

Chit khu cao

Tr chm

Cc kiu kt thc khc


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190

Cho rng khch hng sn sng mua

X s nh khch hng s mua

khch hng quyt nh tng im nh

c thc khch hng kt thc

Kt thc nhng b

Cc kiu kt thc khc


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191

Kt thc theo hnh thc cu chuyn

S dng tn tui ca cc khch hng khc

Tm lc cc u im

Hi Ti sao khng...

Ghi nhiu bn thng

Khi no nn ri vn phng KH

Ri cng sm cng tt


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192

Ri cng sm cng tt

li lu s tng nghi ng v cc cu hi

khng d kin

Tuy nhin khng nn ri qu sm

Hy hon thnh phng thc bn hng: n

hng, thi gian v phng thc giao hng,thanh ton, dch v,

7 bc tip cn

1 Tm kim


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193

1. Tm kim

2. Chun b

3. Tip cn

4. Trnh by

5. X l t chi

6. Kt thc

7. Theo ui

Theo ui


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194

Hai nhim v sau khi kt thc thng v:

Hnh ng

Theo ui

Hnh ng


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195

Th cm n t thi nh gi cao KH

Khch l s c gng ca khch hng

Mn qu nh th hin s quan tm

Thip chc mng sinh nht

Hoa hng cho gii thiu khch

Hnh ng


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196

S lin lc thng xuyn

Cch qung co r tin nht

Mng li khch hng

Nghin cu khch hng

Thng tin v i th cnh tranh

Theo ui


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Kim tra kt qu giao nhn: thi gian,...

Quan tm n vic kinh doanh ca KH

Gp gip tng kh nng kinh doanh

Gip m rng kinh doanh ca khch hng

Phn tch sau cuc gp

Ti c lin h ng ngi khng?


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198

Ti c lin h ng ngi khng?

Nu khng, ti sao?

Ti c t kt qa ti mun?

Nu khng, ti sao?

Cch tip cn ca ti c hu hiu?

C xc nh ng nhu cu & vn ca KH?

Nu khng, nhng thng tin khc no ti cn

xc nh ng?

Phn tch sau cuc gp

Phn gii thiu c hiu qu khng?


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199

Phn gii thiu c hiu qu khng?

Ti c gii thch c li ch, tin li,...?

Ti c cung cp chng c?

Ti c lng nghe hiu qu khng?

C chng i no m ti khng th x l?

Nu c, ln sau ti phi lm g?

Phn tch sau cuc gp


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Ti c kt thc ng lc?

Cch kt thc c hiu qu khng? Ti sao?

Cn lm g tip t mc tiu bn hng?

K nng bn hng


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201

Cc khi nim c bn



K hoch c nhn


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202

Khng bit i

u th chng

bao gi n ni

Mc tiu bn hng


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203

Bn c hng

Bn chng loi

Tng gi tr n hng

Thu hi cng n

Nm bt thng tin th trng


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Mt mc tiu khng ck hoch l mt gic

m khng bao gi tr

thnh hin thc.

Ti sao phi c k hoch


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205

Lp k hoch tng bc t mc tiu

thc tt hn trong vic s dng thi gian

Ghi chp vic lm s dng thi gian tt

o lng tin trnh thc hin t mc tiu

iu chnh cc hot ng ca mnh

Ni dung k hoch hng ngy

Nhng vic phi lm


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206

Nhng vic phi lm

Cc cuc giao hng

Cc cuc hn

Cc cuc lin h khch hng tim nng

Theo st cc hot ng hin ti

Cc ngun kinh doanh miCc ngun kinh doanh trong tng lai

Cc yu cu


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Thc hin k hoch hng ngy

Vit ra k hoch ca mnh

Cn c s la chn (ngun khch hng)

Quyt tm thc hin k hoch ra

Cc ngun KH tim nng

Cc ngun theo di tip:


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Cc ngun theo di tip:

Cc khch hng cn lin h ngay

Cc ngun mi: Ngun khch hng tim nng ang pht trin

Cc ngun tng lai:

Cc ngun KH tim nng cn pht trin

Pht trin k hoch

KH tim K hoch Hot ng


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209

nng

hnh ng Kt qu

g

tip theo

1.

2.

3.

4.


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210

Thnh

cng

Mc

tiu

Phng

php= +100% 100% 0%

K nng bn hng


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Cc khi nim c bn



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