From the perspective of social psychology, due to the formation of the first impression, the phenomenon that the information obtained at first is more influential than the information obtained later is called the first cause effect, also known as the initial effect. In other words, customers will judge according to your image, voice, surrounding environment, clothes, etc. And this judgment will often form a clear and firm guiding ideology in Ta's mind. In addition, in a more popular way, customers will "label" you and the company brand at the first meeting, such as:

Negative:

Front:

In addition, imagine that if you don't break the ice well and the customer doesn't trust you, you will find that communication is very painful in the next presentation, because before, the customer may be wary or resistant, which may lead you to ask questions and the customer is unwilling to answer them. Therefore, breaking ice seems to be a short time, but it is as important as any sales link.

Therefore, breaking the ice is not only to make customers trust you, but also to convey the value of the company from you.

Whether the center assigns customers to you or invites customers to your home by phone, you should be prepared before the customers come to your home:

Clothing, high-end adult courses, suits and ties are recommended. K 12 course, own brand clothing. Teenagers' exam-oriented courses are mainly dressed as "teachers". Remember, clothing is based on brand positioning, so that customers can feel your brand when they see you.

Image is just a requirement, clean, because no one likes to deal with sloppy people.

Many consultants will ignore badges, so please take them with you (choose any one). Imagine how customers feel when they see people in the center wearing badges, highly recognizable badges and uniform clothes.

Sales brochures, gifts (if any), quotations, contracts, course schedules, application forms for registration fees (priority registration), calculators and business cards.

White paper, some consultants like to use whiteboard to make customers feel old-fashioned I prefer to use white paper, which is close to it. I can observe customer feedback at any time and concentrate on it (well, to tell the truth, the handwriting is ugly, for fear of jokes from other consultants)

Pen, check whether there is a whiteboard pen in the demonstration room and bring a signature pen.

Demonstration room, is it clean? Is the PPT on the computer turned on?

Mentality, face every customer with an empty cup mentality, and don't affect the next one because the last customer didn't say it.

Understand the basic situation of customers. If it is an offline market tour, ask the marketing staff about the customer. If it is an appointment, the front desk will ask the customer to fill in the information, and you can check it after filling it out.

Prepare these in advance, and don't rush to get them when you really need them, which will give customers a bad experience.

Coming is the part of meeting customers. The purpose of this step is to establish the professional image of cc and gain the initial trust of customers. The key point here is to use English, English, English, and English. No matter whether the customer's English is good or not, it must be understood by the customer. First, we are an English teaching environment, and everyone communicates in English. Second, it reflects the professionalism of cc. cc's English is so good, not to mention the quality of teaching. If you are doing k 12 and youth training, communicate with your children in English after greeting your parents. If you are doing other subjects, please use Chinese directly. The correct process is to read the basic information, walk over, smile and shake hands with the customer, and then introduce it in English. Most of the time, customers sit here. When customers stand up and shake hands, you take a step back, which will make the next exhibition center more natural. Take my usual way:

Holding the customer information sheet in your left hand, walk over and smile to confirm your identity (L is me and C is the customer):

Hello, are you Mr/Mrs xxx?

C: Yes.

Hello, Mr./Mrs. xxx, I'm Lewis, your course consultant today. Nice to meet you. Welcome to xx.

At this time, customers usually have two kinds of feedback, or "Excuse me, teacher, can you speak Chinese?" At this time, you should answer in time, OK, no problem. What is your English name? Let customers feel that they are always related to English. Either the guest doesn't talk, and you continue to ask Ta in English. What's the English name? Next, make a welcome gesture and tell customers to take TAs to experience the learning atmosphere in the center first. Link to the exhibition center.

If you are a student doing gymnastics or other subjects, the process is the same. I just changed English into Chinese.

The details to be noted here are:

This process is to introduce the hardware and software of the center, such as teachers' exhibition boards, teaching methods, teaching media and excellent students.

I know that some companies put the exhibition center link at the end in order to speed up the purchase decision of interested customers.

Here, I throw a question, which is also an interaction with everyone. Please answer two questions in the comments section.

1) show? What is the purpose of the center?

2) show? What is the difference between the centers before and after the process?

I mentioned the importance of independent thinking in 10 excellent habits. The setting of each link in the thinking process can make you have a deeper understanding and use it more naturally.

Since each center is different, let me talk about the core point:

1) Newcomers must introduce every information in the center that can meet customers' interests (teachers introduce exhibition boards, latest activities, classrooms, classes for students, and education methods). I mean everyone! The first reason is that you can get familiar with knowledge quickly through actual operation, and the second reason is that you can find your own mistakes in the process of actual operation. Therefore, this is a process of trial and error.

2) Don't introduce blindly, it will be too utilitarian. You can talk about relaxing topics while walking, such as how you got here today, did you bring an umbrella when it rained, and so on.

3) Use FAB (Features, Advantages, Benefits) sentences to make customers understand the benefits of learning in the simplest and rudest way. For example:

We use live online multimedia teaching (features) to break the time and place restrictions and let you learn English anytime and anywhere (benefits). In short, who are you? What are your strengths? What does it have to do with me (the client)?

Show? After the center, introduce customers to the consulting room for specific communication. At this time, you need a word to help you transition. "Next, (English name) I will communicate in detail according to your situation. This way, please ",or you have something better. After arranging customers to sit in the consultation room, smile and ask if they need to drink some black tea, green tea or coffee (provided that your company has it). If not, clearly tell the customer to pour a glass of water, which is the embodiment of service standards. After pouring the water in, I added "Be careful to burn it" to the customer. The ubiquitous performance concern is building trust.

1) Open your sales brochure, and if your company has any gifts, give them to the guests. Remember that gifts must be valuable. Don't say that gifts are worthless and throw them away when guests go out. Put the gift aside and tell the guests to remind Ta to take it away later. Don't put it directly in front of the Ta, otherwise customers will unconsciously listen to you when playing, and their attention will be distracted. If your company has no gifts, please automatically ignore this step.

2) After the gift is delivered, it is necessary to set expectations for the guests, inform cc of their job responsibilities and consulting contents, and let Ta be psychologically prepared and ready for demand mining. Praise "(customer's English name), what's next? I will provide you with the most suitable study plan according to your past and present English level, difficulties and your future goals. You may start with the details of your life, so you don't mind asking you some questions. "After vaccination, you can smoothly enter the next link.

3) Some people enter the process of exchanging business cards in order to quickly start from their careers and tap the needs of skill learning. I usually exchange business cards at the end. Except for business people, most people don't bring business cards.

At this point, the ice-breaking link is all over. Digest this knowledge, put it into practice, and then try to summarize it. Finally, you will find that some customers are beginning to trust you.

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