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客戶心理學與客戶溝通

 文章來源:久久影院企管 時間:2019-07-10 09:11
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客戶心理學與客戶溝通
用點心理學和客戶進行溝通
課程時間: 2019年 8月29-30日上海
                    10月17-18日上海    12月12-13日上海
課程費用:4280元/人(含教材、午餐及茶點)
誰來參加?                                                                                                                                                                                                     
  *銷售人員                                                                                                                                                      
  *專業客服                                                                                                                                                      
課程時長                                                                                                                                                                                                        
  *14小時 (2天)                                                                                                                                         
有何收獲?                                                                                                                                                                                                     
  *了解營銷工作的心理學本質                                                                                                                            
  *學習銷售、溝通、客戶、傳播各個環節的心理方法和技術                                                                                    
  *全麵提升職場個人工作技能,了解營銷和心理學的雙重規律                                                                                 
  *獲得個人商業思維與心理科學雙重體驗的附加值                                                                                                  
先決條件?                                                                                                                                                                                                     
  *從事銷售或客服工作3個月以上                                                                                                                     
為何參加?                                                                                                                                                                                                     
  *企業的宗旨是經營與發展,發展的方式是生產、服務、營銷與傳播,傳播的對象是客戶與受眾。                                 
  *究竟客戶心裏麵在想些什麽?                                                                                                                         
  *他們有通行的發展規律和軌跡嗎?                                                                                                                               
  *在企業公關傳播,品牌發展,銷售提升,客戶服務的不同塊麵,按心理學對人類研究發現的普遍規律,我們如何應對客戶?                                                                                                                                                                                  
  *作為一名普通消費者,我們如何被品牌吸引、帶領、習慣性購買?                                                                         
  *作為一名傑出的營銷人員,我們應該掌握哪些心理學基本規律?                                                                            
課程大綱                                                                                                                                                                                                        
第一模塊:拆解【客戶心理學】                                                                                                                          
  * 組建學習小組                                                                                                                                             
  * 了解外在營銷過程的,心理本質(如右圖金字塔模型)                                                                                      
  * 學習心理樹                                                                                                                                                 
第二模塊:了解客戶                                                                                                                                         
  *外在觀察:看到情緒、聽出意圖、洞悉人格                                                                                                       
   -【察言觀色】肢體語言和麵部表情                                                                                                                   
   -【洞悉內在】不同性格特征的對應策略                                                                                                            
   -小組互動:你知道客戶說的哪些是真,哪些是假嗎?                                                                                          
  *內在觀察:了解動機/市場調研                                                                                                                       
   - 案例解析:商業故事                                                                                                                                   
   - 小組演練:如何現場銷售一件商品?                                                                                                              
一次典型消費曆程:作為買賣雙方AB角色下,怎麽看,怎麽做?                                                                            
Ø - 客戶屬性:心理防禦係統                                                                                                                              
第三模塊:尋找客戶                                                                                                                                         
* 人際吸引四法則                                                                                                                                             
  - 接近性:如何尋找不花錢的代言人?                                                                                                               
  - 相似性:如何定位精準客戶?                                                                                                                       
  - 互惠性:如何培養粉絲?                                                                                                                              
  - 美的,就是好:生物氣質,如何影響個人決策                                                                                                 
第四模塊:影響客戶,行為塑造                                                                                                                          
* 行為塑造法則                                                                                                                                                 
  - 激發不安,痛點營銷(案例學習)                                                                                                                   
  - 環境塑造,引導選擇(學會提問)                                                                                                                   
  - 高明重複,建立偏好(影片賞析)                                                                                                                   
  - 未完成情結:建立期待(影片賞析)                                                                                                               
【實戰練習】開展銷售話術與客服溝通的實戰訓練                                                                                                 
  - 如何優化產品介紹?                                                                                                                                   
  - 如何快讀高效溝通?                                                                                                                                   
                                                                                                                                                                                                                    
相關課程                                                                                                                                                                                                        
* 作為專業銷售人士你可能還會對《顧問式銷售》《雙贏銷售談判》感興趣                                                                
* 想要在更好把握客戶關係上更進一步,你可能需要《大客戶拓展策略》、《客戶關係管理》                                          
                                                                                                                                                                                                                    
講師簡介                                                                                                                                                                                                        
段 女士                                                                                                                                                                                                          
  *背景經曆                                                                                                                                                                                                                                                                                                            
  *科普作家、應用心理學培訓師/引導師、心理顧問                                                                                                 
  *18年市場營銷、品牌傳播、管理谘詢從業背景                                                                                                  
  *2008年創立"心靈咖啡網"心理學門戶網站                                                                                                         
  *2014年出版心理科普書籍《逆襲心理學》,並開創係列"應用心理學"科普培訓課程。                                              
  *擅長通過"心理科學"解決企業、生活、以及家族家庭傳承中各類問題;拒絕神秘,拒絕忽悠,拒絕無營養心靈雞湯鴨湯                                                                                                                                                                                         
  *為《遺願清單的發現之旅》、《福爾摩斯情緒與壓力管理》、《個人與企業傳播的心理規律》係列課程創始人,熱衷以"抽絲剝繭"的方式,帶領學員探究心理學的本質,拋開一切非科學體係的紛繁紛蕪雜,用簡單,有趣,邏輯的方式為用戶呈現科學的本真,並幫助大家用科學心理學更好的工作和生活。同時,是諸多媒體專欄作家和特邀心理專家                    
  *擅長領域                                                                                                                                                      
  *市場營銷、新聞學、應用心理學                                                                                                                     
  *服務客戶                                                                                                                                                      
奧地利老虎塗料中國、美敦力中國,交通銀行上海、平安集團、中智集團、朗生醫藥集團、中國電信、康寶萊中國、上海二三甲醫院職業醫師等                                                                                                                                                      

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