Negative:
Positive:
In addition, imagine if the icebreaker is not good, the customer does not trust you, the next demo process you will find that the communication is very painful, because before, the customer may have produced a guarded or resistant to the psychology of the customer, resulting in you ask questions, the customer is not willing to answer. So the ice-breaking session may not seem long, but it is no less important than any sales session.
So the icebreaker is not only to make the customer trust you, but also to convey the value of the company from you.
Whether you are assigned a client by the center or you call and invite them to your door, you should be prepared before they come to your door:
Clothing: High-end adult courses, suits are recommended; K12 courses, own-brand clothing. For K12 programs, own-brand clothing. For teenage test-taking programs, "teacher" clothing is preferred. Remember, dress according to the brand positioning, so that customers can see you can feel your brand.
Image, just one requirement, clean, because no one likes to deal with sloppy people.
Signs, many consultants will ignore, whether it is a hangtag or badge please bring (choose one of them on the line), imagine that the customer sees the center inside the person with a sign, a high degree of recognition of the sign and the feeling of uniform attire.
Sales brochures, complimentary items (if you have them), quotations, contracts, course planning forms, enrollment application forms (preferential enrollment), calculators, business cards
White paper, some consultants like to use a whiteboard, so that the customer feels more of a teacher, I prefer to use a white paper, close to the distance, you can observe the customer feedback at any time, but also more focused (okay, I'll tell you the truth, I'm afraid of the ugly character writing
Pen, check whether there is a whiteboard pen in the demo room, and bring a pen with you
Demo Room, clean or not, the PPT on the computer is not open
Mentality, to face each customer with an empty cup mentality, don't affect the next one because the last one didn't talk down.
Understand the basic situation of the customer, if it is the offline market with visits to the market personnel to understand the customer's situation, if it is an appointment to visit, the receptionist will let the customer fill out the information, after filling out your check.
These are prepared in advance, do not really need to get in a hurry to get, to the customer experience will be bad.
Come to meet the customer's link, the purpose of this step is to establish a professional image of cc, to obtain the initial trust of customers. The key point here is, must be in English, must be in English, must be in English, no matter how good the customer's English, to let the customer understand that, first, we are an English teaching environment, where everyone is communicating in English. Secondly, reflecting the cc professionalism, cc's English is so good, the quality of teaching, not to mention. If you are doing k12 and youth training, communicate with your child in English after greeting the parents. If you are doing other subjects, please use Chinese directly. The correct process is, after reading the basic information, walk over, smile and shake hands with the customer, and then introduced in English, most of the cases here the customer is sitting, when the customer stood up and shook hands, you take a small step back, which can make the next show center become more natural. Take my usual way to give an example:
Left hand holding the customer information sheet, walk over and smile to confirm the identity (L is me, C is the customer):
L:Hi, R u Mr/Mrs xxx?
C: yes
L:hello , Mr/Mrs xxx, I'm Lewis, your Course Consultant todayitit's a good idea. Lewis, your Course Consultant todayit's very nice to meet u, Welcome to XX
At this time the customer will generally have two kinds of feedback, either "I'm sorry, teacher, can you speak Chinese? " This time, you will be in time to answer, okay, no problem, what is your English name? Let the customer feel at any time is related to the English language. Either the guest does not speak, you continue to ask Ta in English, what is the English name. Next, make a gesture of invitation and tell the customer to take Ta to experience the learning atmosphere of the center first. The next step is to show the center to the customer.
If you are doing gym work or other subjects, the process is the same. Just change the English to Chinese.
The details to note here are:
This process is to introduce the hardware and software of the center, such as the teacher's display boards, teaching methods, teaching media, and outstanding students.
I know that some companies put the Show Center session at the end, in order to speed up the buying decision of interested customers.
Here, I'm going to throw a question out there and kind of interact with you, so please answer two questions in the comments section
1) What is the purpose of the Show?Center?
2) The difference between Show?Center being placed in front of the process and behind it?
I mentioned the importance of independent thinking in my 10 habits of excellence. Thinking about the setup of each part of the process gives you a deeper understanding and makes it more natural to use.
Since every center is different, I will say the core points:
1) Newcomers must be introduced to the center of every point of interest of the center can be relevant to the customer's point of interest (teachers to introduce the display boards, the latest activities, classrooms, classes are being taught students courses, education methods), I said every! The first reason is that you can quickly familiarize yourself with the knowledge through practical exercises, and the second is that you can find your own mistakes in the process of practical exercises. So, it is a trial and error process.
2) Don't just introduce it, it will look too utilitarian, you can talk about easy topics in the process of walking, such as how to come here today, it's raining with an umbrella, and so on.
3) The use of FAB (Feature, Advantages, Benefit) sentence, can let the customer the most simple and brutal understanding of the benefits of learning. For example:
We use online live multimedia teaching (Feature), breaking the limitations of time and geography (Advantages), so you can learn English anytime, anywhere (Benefit), and more simply, who are you? What are your strengths? What is the relationship with me (the customer)?
Show?Center finished, the customer will be introduced to the consultation room for specific communication, this time you need a sentence to help you transition, "the next words, (English name) I will be based on your situation to do a detailed communication, this side, please," or you have a better word of art is also OK. Arrange for customers to be seated in the consulting room, smile and ask if you need to drink some black tea, green tea or coffee (provided that your company to have), if not, explicitly to the customer that pour a cup of water, which is the embodiment of the service standards. After pouring water in, more than one sentence to the customer "careful hot", everywhere show care is in the establishment of trust.
1) Open your sales brochure, if your company has a gift to send gifts to the guests, keep in mind that the gift must be valuable, do not describe yourself as worthless, the guests are out of the door on the throw. Put the gift to one side, tell the guests to remind Ta to take later, do not directly in front of Ta, or the customer will unconsciously play while listening to you talk, attention will not be focused. If your company does not have a gift, please automatically ignore this step.
2) After the gift is sent, to set expectations for the guests, inform the cc's job duties and consulting content, so that Ta has psychological preparation for the demand for excavation preparation. Kudos to the gift of a sentence " (customer English name), the next thing is, I will be based on your past, present English level, the difficulty point and your future expectations to achieve the goal, to provide you with a set of the most suitable for you to learn program, may be from the minutiae of your life into the beginning, asked you some questions you do not mind ah", after the injection , then you can smoothly enter the next session.
3) some people into the exchange of business cards, the purpose is to quickly start from the career, the transition to the demand for skills learning mining, I will generally exchange business cards at the end, in addition to business people, most people do not carry business cards.
To this point, the icebreaker session is all over, digest this knowledge, put it into practice after continuous trial and error summarize, and finally you will find some of the signal points that customers begin to trust you
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