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    6. 客戶的不滿和抱怨,就是成交關鍵
    行銷、銷售、業務和創業人士必懂的「逆轉抱怨」印鈔法則

    客戶的不滿和抱怨,就是成交關鍵

    Author 羅毅
    Publisher 彙通物流部 /智言館
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    Released
    2013/09/25
    Language
    Traditional Chinese
    File format
    EPUB Reflowable (215KB), fit in all devices and Pubook
    Pages
    190
    ID
    178192
    ISBN
    9789865899240
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      客戶不滿≠交易失敗
      Top Sales都知道,客戶的情緒化抱怨
      就是業績逆轉勝的重要關鍵

      其實,客戶不怕花錢,就怕當冤大頭。
      當客戶或消費者發出不滿和抱怨,你就應該跪下來感謝他們。
      因為,他們早就準備把錢,放進你的口袋。
      然而,因為你的短視和自欺欺人,讓你永遠口袋空空喝西北風。
      這個道理,Top Sales和白手起家的成功人士都懂,但他們不會告訴你。
      如果你也當過消費者或客戶,如果你也有過不滿和抱怨,
      只要你搞懂「逆轉抱怨」的行銷法則,
      你也可以成為Top Sales和白手起家的億萬富翁。

      一樣都是做業務員,有人奔波勞碌了好幾年,業績還是掛零蛋?有人卻是一堆業績自動送上門來?他們之間最大的差異,就在於誰能在最短的時間內精準抓住客戶心思,滿足客戶需求,把利益帶給客戶。

      客戶滿意牽連著企業的存亡,同樣也關係著業務員的生死,然而這麼簡單的道理,很多窮忙業務卻不明白箇中之道,還因為自己的短視近利做了不少白工。其實,不管客戶有什麼不滿,甚至是不近人情的無理要求,都是開啟你賺錢大門的機會,只要聽出客戶抱怨背後想要傳達的訊息,再難搞的對手也會翻轉變成死忠客戶。

      本書希望點醒窮忙業務們,不要再將會抱怨的客戶視為奧客,客戶如果不抱怨,你又如何能賺錢?只要你懂得將客訴視為最寶貴的資產,以及提升服務品質的最大力量,那麼「把抱怨變黃金」,就是你即將翻身的「印鈔法則」。

    本書特色

      【特色一】華文市場中第一本教你如何將抱怨逆轉為印鈔機的專書
      渺視客戶抱怨是一般業務員的通病,作者羅毅用專業又淺顯易懂的文字,帶你洞悉客戶抱怨背後潛藏的商機,讓你成功晉升Top Sales。

      【特色二】如果你還在做這些事,你永遠只能當個瞎整客戶的窮忙族
      本書一一揭露窮忙業務常犯的重大錯誤,教你如何重新贏回客戶的心。

      【特色三】一個人的不滿是業績,一群人的抱怨是商機
      解決一個客戶的不滿,你只是個合格的業務員;如果能將一群客戶的抱怨扭轉為肯定,你就擁有一台自己的印鈔機。
    More
    More
    作者序 瞎到爆的電視購物行銷術──不用冰的冰淇淋機?

    PART1窮忙族才會累死自己去瞎整客戶
    01為何飲料店的老闆,都只喝開水?
    02銀行理專都是不想賺錢的義工?
    03只要買了開運物,小人消失鈔票自己來?
    04不停拒絕客戶到底有什麼意義?
    05讓客戶失望,等於把錢丟到碎紙機裡
    06成本考量是獲利之本,也是失敗之母
    07利潤和業績只能靠「騙」出來的?
    08當你成為「包裝業」,你就只能不停換包裝
    09窮忙族總是在郊區開店再收店
    10聽不見客戶抱怨的人,注定一輩子窮忙
    11聽不懂客戶抱怨的人,注定愈忙愈窮
    12把客戶當敵人,是最傻的生意人
    13切記!你做生意的目的,不是要搞死客戶

    PART2其實,客戶不怕花錢,就怕當冤大頭
    01客戶未開口前,就先把缺點說出來
    02客戶未抱怨前,就先替他說出不滿
    03你可以誇大產品功能,但不能無中生有
    04不刻意掩飾產品缺點,反而能得到尊敬和訂單
    05不要再用「黑箱銷售法」來造業障了
    06當你把客戶當外星人,自然就會睜眼說瞎話
    07把客戶FIRE的業務員,等於幫同業成交
    08其實,客戶有抱怨,就有成交機會
    09當客戶把不滿埋心底,你就只能成交一次
    10客戶愈不滿,反而可以愈快成交
    11客戶最恨的,是你把他當笨蛋
    12客戶最怕的,是被你蒙在鼓裡
    13客戶最想要的,就是成為掌控者

    PART3如何「逆轉抱怨」讓錢自己流進口袋?
    01客戶的無理要求,只是煙幕彈
    02如何翻譯客戶的不滿?
    03如何把抱怨逆轉成業績?
    04聽懂抱怨是「人求我」,聽不懂是「我求人」
    05讓自己的SOP成為「變形蟲」
    06一個人的抱怨是業績,一群人的不滿是商機
    07他的抱怨可以抽象,你的回應必須具體
    More
    商管類暢銷書作家 羅毅

      曾任專欄作家、廣告公司企畫、企管顧問公司策略總監、公關公司策略顧問。

      多年來專心致力於如何有效提高人際溝通,目前除了在大專院校、民間社團中教授人際溝通學及語意策略外,亦以筆名在報紙、雜誌等撰寫專欄。

      著有《公關專家不告訴你的101則攻心策略》、《公關始終來自於人性》、《第一次面試就成功》、《甄嬛教會我的36則職場生存術》、《雍正教會我的36則亂世成功術》等書、《20秒讀懂對方的OS》、《半澤的「加倍奉還」,只會讓你加速滅亡》、《辦公室裡看不見的達爾文》、《客戶的不滿和抱怨,就是成交關鍵》。

    讀者來信請寄:sdn@3eyeintegrated.com
    More

    Details

    Released
    2013/09/25
    Language
    Traditional Chinese
    File format
    EPUB: Fit in all devices
    Provide Adobe DRM
    Provide EPUB
    Offer DRM free license
    No
    ID
    178192
    ISBN
    9789865899240

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