1、Sales Success Course銷售成功課程Class 3Excel Performance TrainingSales Success Course Day 31ProspectsPersonal efforts 80%Marketing 20%Meet & QualifyPhoneAppointmentMeetQualify needsGreat TourBenefits Solutions agreement tourPersonal tourClose the salePresent the priceOvercome objections & closeTurn oversN

2、ext saleNew Member signed upNew member referralsBe back membersDay 2 Recap回顧第二天Who practised last night?Yesterday :ToursAsking for moneyWorking with PTExcel Performance TrainingSales Success Course Day 22昨天晚上誰練習了?昨天 :參觀報價和私人教練一起工作Todays Schedule今日安排Overcoming concerns.TurnoversPost sales presentatio

3、nsProspectingExcel Performance TrainingSales Success Course Day 23克服問題.營業額 銷售報告前景 Overcoming Concerns克服擔心Session goals :Learn about common concerns.Go through standard responses.Learn system to overcome any concern.Excel Performance TrainingSales Success Course Day 24培訓目標 :了解普遍的擔心.練習標準的回復.學習克服擔心的做法.

4、7 common concerns七個普遍的擔心Top 7 common concerns.Split into groups of 3-4 and come up with the top 7 concerns prospects have about joining a fitness club.One person to come from each group.Excel Performance TrainingSales Success Course Day 35七個主要的擔心.3-4人為一組練習 潛在會員關于加入會籍的7個顧慮每組挑出一個人.7 common concerns七個普

5、遍的擔心The 7 most common objections : TimeDistancePriceDiscuss with Family/friendsCompare clubs Not sure if will use Think about itExcel Performance TrainingSales Success Course Day 36七個普遍的擔心: 時間距離價錢要和家人或朋友商量會所比較 不確定能否用的上 考慮一下捆綁突破問題 “哪一個擔心不是真正的擔心?”. Think about it想一下Most common concern you will hearNot

6、 a real concernThis is an excuse/cover. So ask them :“Excuse me but can I ask what do you need to think about, is there something I have not explained properly?” Now for real concern or sign up. So only 6 common concerns people may have.Excel Performance TrainingSales Success Course Day 37你聽到最常見的憂慮不

7、是真正的憂慮這是一個借口/偽裝. 問他們 :“對不起我可以知道你還要想一些什么, 還有什么我沒有解釋清楚的么?” 現在是真正的憂慮或者加入. 所以每個人只有六個憂慮.Concerns are good擔憂是對的Not personal.Pain of spending vs. Pleasure of JoiningTime to think about decision.Not saying no or yes.Reasonable concern to buy time.Excel Performance TrainingSales Success Course Day 38人是有惰性的痛苦

8、的支出 vs. 快樂的加入考慮決定.不要說是或者不是.用合理的擔憂來拖延時間.Overcoming concerns systematically有條不紊的克服擔憂That is standard responses. Good to start with.People are not standard.6 steps to overcoming concerns :Relax and say it back.Align with them.Question it.Isolate the concern.Reframe concern.Close again.Excel Performance

9、 TrainingSales Success Course Day 39這是常見的回答. 良好的開始.人們不是一樣的.六步來解決擔憂 :放松，把它說回來.-傾聽把它們抓牢.-表示理解孤立問題.解決問題.重新注入熱情-更何況成交.Relax and feed it back放松和反饋Listen (relax it is not personal). Let them finish, for example they may say “I am not sure if I will be consistent with my workouts, but I want to lose this w

10、eight and I really should get started sooner rather than later.” Feedback concern “Its expensive” You say “If you dont mind me asking, but why do you think its expensive”. They have to justify the concern.Or come up with real concernOr join.Excel Performance TrainingSales Success Course Day 310傾聽，讓他

11、們放松讓他們結束, 例如他們會說“我不能肯定我會堅持運動, 但是我想要減肥我也知道越早開始越好.” 反饋擔憂 “它太貴了” 你說 “如果不介意我問你，你為什么你認為它貴？”. 他們會為擔憂辯論.或者說出真正的擔憂或者加入.Align with them與他們結盟After defending concern they sometimes become defensive.Need to align with them.Use words such as “felt, feel, found”. An example of what you could say is :“Mr Wang, I a

12、ppreciate that you feel the membership is too expensive. Many of our members felt the same way at the first and, you know, what they found was paying that little bit more was worth it considering the great personal trainers that are here.” Takes the pressure of the prospect. Feel more positive.Other

13、 people feel same and joined.Excel Performance TrainingSales Success Course Day 311經過辯論他們一般開始防守.需要和他們結盟.用類似這樣的詞語 “感覺到, 感覺, 找到”. 例如你可以說 :“王先生, 我很感謝你能認為會費很貴. 很多會員在一開始的時候和您想的是一樣的, 你知道, 考慮到我們這邊有最好的私人教練他們認為多付出了一點是值得的.” 利用潛在會員的壓力. 感覺更積極.其他人也有一樣的感覺和加入.Question it問問題Ask them why? For example :“Mr Wang, I kn

14、ow you have reasons for saying that, do you mind if I ask what they are?” Asking them to justify their concern.Excel Performance TrainingSales Success Course Day 312問他們為什么? 舉例 :“王先生, 我知道你有理由為什么會這樣講, 你介意我知道它們都是什么么?” 讓他們去證明他們的擔憂.一些時候不是真正的擔憂.Isolate Concern孤立擔憂Isolate that concern. Anything stopping th

15、em joining.Dont want hidden concerns.Anything else stopping themNo surprises.You want a commitment :“If we did not have this one obstacle to overcome I would buy”.Excel Performance TrainingSales Success Course Day 313孤立那些問題. 是什么阻止他們加入.不想隱藏擔憂.還有什么阻止他們沒有驚訝.你要一個承諾 :“如果沒有這個障礙我就會立即開始運動吧”.Reframe the conc

16、ern重新組織擔憂Once concern isolatedReframe?Look from different angle. For example “Mr. Wang in spite of the cost of the membership, isnt the real question how can we get you started on the way to losing that 10kgs.” Focus off concern on benefits. Excel Performance TrainingSales Success Course Day 314一次孤立

17、問題重新組織?從另外一個角度看. 例如“王先生，會費不是真正讓我們幫助你減去20斤的問題。 關注益處. 關注解決方案.Close again再次結束Now focus on what the guest wants out of a membership4 ways to close the sale.Outweigh the concernTurn around the concernExplain itMinimize the concernExcel Performance TrainingSales Success Course Day 315現在關注客人他們想從會籍里面得到什么4種辦

18、法關閉銷售.關注重點把擔憂好轉解釋它把擔憂最小化Outweigh the concern重點關注If guest said it was too expensive, you say “Mr Wang I know you want to lose weight and I know you are concerned about the cost, but isnt your health the more important of the two?” 99% of people will say health.Excel Performance TrainingSales Success

19、Course Day 316如果客人說太貴了, 你說“王先生我知道你想減重同時你還關注價錢，但是你的健康應該比這兩點都重要不是么？ 99% 的人選擇健康.Turn around the concern把擔憂好轉化潛在會員認為他們不能堅持這個項目, 你可以好轉他的擔憂這樣說 “王先生這是您不能開始的最關鍵的原因么?” 關鍵不要提供任何理由和解釋. 他們有他們自己的結論. 他們會想為什么他們要開始. 如果你給他們意見他們就會評價自己.Excel Performance TrainingSales Success Course Day 317Say the prospect said they di

20、d not think they would stick with the program, you could turn it around by saying “Mr Wang is that the very reason you need to get started?” Important do not offer any reasons or explanations. They come to their own conclusions. They to think of a reason why they should get started. Explain it解釋Expl

21、ain reasons.If concern is that the membership is too expensive, then you explain why : “Yes our membership is more expensive than our competitors, and as I mentioned the reason is that we have a high standard of finishes, imported 5 star equipment and all of our PT have more than 3 years experience

22、and international certification. All these features will help you get more out of your membership and actually mean you will achieve your goal of losing 10kgs, which is the reason you are here”Ensure logical.Excel Performance TrainingSales Success Course Day 318解釋原因.如果擔憂是因為會費太貴那么你解釋為什么 : “是的，我們的會費比其

23、他的競爭者要貴，就像我提到的我們有高質量的成功案例，進口5星級的設備，3年以上有經驗的持有國際證書的私人教練。這些意味著你將更有效的在這里達到你減去20斤的目標，也是為什么你在這里的原因”正確的擔保.事實的.Minimize it最小化Last way is to minimize concern. If objection is membership is too expensive.Other club 300RMB/year cheaper. You can minimize it by saying “Mr. Wang, so the difference is 300RMB/year

24、 or 25RMB a month which comes to less than 1RMB per day. You know our place will ensure you achieve your goals, so are you going to let 9mao get in the way of you losing that weight and starting to look and feel great?” 9 mao is not much.Excel Performance TrainingSales Success Course Day 319最后的方法把擔憂

25、最小化. 如果是因為會費太貴而擔憂.其他的會所每年便宜300. 你可以這樣最小化 “王先生, 區別是在于300一年或者 25元一個月，一天不到一塊錢。你知道我們會保證你達到你的目標，你要讓9毛錢阻攔你變完美么?” 9毛不是很多.What did they do他們怎么做？Focussed on Member goals.Facilities/services interested in.Clothes/shoes needed.To stick with programTake focus off pain for money.Back on pleasure of purchase.Exce

26、l Performance TrainingSales Success Course Day 320關注在 會員的目標.感興趣的設施/服務.需要的衣服/鞋子.跟著程序做。把焦點從舍不得花錢上轉移.回到購買的好處.No sale非銷售Next course of action. 100% closing very rare.35% normal. Other 65%.You need to establish a course of action.Two different course of actions.Excel Performance TrainingSales Success Cou

27、rse Day 321下一步的行動. 100% 結束銷售是很少的.35% 正常. 其他 65%.你需要建立下一步行動.兩種不同的行動.Trial Workout試用Invite them for trial workout.You can say “Mr Wang it seems that you are serious about starting a exercise program to help you lose that 10kgs and our club might be the one for you. Let me ask you, if I was able to arr

28、ange it so you could use the club for a workout as a member, just like a member so you could make a more informed decision.” YES - alternate choice question for days and times to use. Give them guest pass for day.Make note in diary and be present.Excel Performance TrainingSales Success Course Day 32

29、2邀請他們試用.你可以說 “王先生，看出來你是認真的想減去20斤 ，我們的會所會為你服務. 讓我問你, 如果我可以安排你像我們的會員一樣試用我們的會所.這樣你會做出更明智的決定” 是的 - 交替選擇題 哪天什么時間可以使用. 給他們一天的使用卡.把他們出現那天標注在日記本上.No trial沒有原因They dont need to try the club. When to contact them next. Can say something like this “Thats cool Mr. Wang, obviously you know what you want in a clu

30、b. Do you mind me asking, how long will it be before you make a decision? One day, two days or a week?” Then continue with a course of action. So if they say 3 days, then you can say “Today is Monday so if I dont hear from you by Thursday, would it be okay to call you.” They say yes. Looks professio

31、nal.Expect call from you.Excel Performance TrainingSales Success Course Day 323他們不需要試用. 如果下次可以聯系到他們可以這樣說 “非常酷王先生， 顯然你知道你想在這里得到什么. 你介意我問你要多久你可以做決定么？一天？兩天？或一周？然后繼續行動. 如果他們說3天，你可以繼續說 “今天是周一，如果周四前沒能等到你的電話，那我打給你可以么？ 他們說好的. 看起來很專業.期待你的電話.Important重點For you. Maximise sales.Give the gift of health and fitne

32、ss to everyone.Excel Performance TrainingSales Success Course Day 324為你. 最大限度的銷售.把健身和健康當作禮物給每一個人.Practise time練習時間Now we have been through overcoming concerns, it is time for practice.Excel Performance TrainingSales Success Course Day 325現在來練習克服擔憂。Break Time休息時間Time for a breakExcel Performance Trai

33、ningSales Success Course Day 226Overcoming Concerns克服擔憂Session goals :Practise overcoming concerns.Excel Performance TrainingSales Success Course Day 227培訓目標 :練習克服擔憂.What is a turnover?什么是轉介紹？You have a prospect cannot get to make final stepDone all you can do.Working as a team.Ensure you make the s

34、ale.Prospect gets a better life.Excel Performance TrainingSales Success Course Day 328你的潛在會員不能作出最后的決定潛在會員會得到更好的生活.TO是給客人一定的壓力，讓喜歡運動的客人今天加入，并珍惜會籍.When to turn over什么時候轉介紹Prospect who wants to join butCannot make that final decisionWe react to people differently.People respect managers.Gives them Face

35、.Excel Performance TrainingSales Success Course Day 329潛在會員想加入但是不能作出最終決定我們對不同的人作出反應.人們希望見到經理.見一面.讓他們感覺是最好的交易而且很尊貴.How to do it?怎樣去做？Ask for a minute.Tell manager prospect details.What interested in, goals and what excites them about the club. Type of membership interested in.Concerns they have.Excel

36、 Performance TrainingSales Success Course Day 330爭取時間.告訴經理潛在會員的資料對什么有樂趣, 目標， 會所里面什么吸引他們. 對會籍哪些感興趣.他們的擔憂.所有的信息.Post Sale PresentationBR-推薦會員Session goals :How to ensure your new member does not get buyers remorse.How to ensure you get referrals from members.Excel Performance TrainingSales Success Cou

37、rse Day 231培訓目標 :怎樣讓你的新會員不會產生購買后悔.怎樣確認你得到會員的推薦.Sales, service & sales again銷售，服務&再次銷售Happy members = ?ReferralsOf friends, family, colleagues, long lost school friends and anyone else member can think of. A great membership consultant should get 80-90% of the members from their own efforts 50% of th

38、em from referrals from present members.Excel Performance TrainingSales Success Course Day 332開心的會員 = ?推薦朋友, 家人, 同事,曾經的 同學 和會員能想到的其他的人. 一個完美的銷售人員應該 靠他們自己的努力得到80-90% 的會員50% 是從會員的推薦得到的.你想做好的還是杰出的?Small numbers小數字2, 3 & 4. Equals 9? Or not?For example 1 new member2 referrals who join and give 2 referral

39、sDo this five times and get 32 members.Get 3 referrals each time and get 243 members.Get 4 referrals each time and get 1024 members.Power of prospecting.How to do that?Excel Performance TrainingSales Success Course Day 3332, 3 & 4. 等于 9? 或者不是?例如 一個新會員2個被推薦進來的會員，推薦2個做5次得到32名會員。每次得到3個推薦 ，得到243 名會員.每次得

40、到4個推薦 ，得到1024名會員。潛在會員的能力.怎樣做?Practice練習With you partner do a post sale presentation with your last partner. Get them excited and focussed about using the club.Excel Performance TrainingSales Success Course Day 334和你的同伴做展示銷售演示. 讓他們感覺到喜悅，焦點在使用會所.After Sales Service.售后服務Next step.Could be Health CheckPT sessionGroup exercise class scheduledRemind them.Takes a minute or two.Check in with them a week, two weeks and a mo