【正文】 錢啤集團 量販店和商超促銷人員培訓(xùn)手冊 浙江錢江啤酒集團股份有限公司 20xx． 3 目 錄 寫在前面 ........................................ 5 第一章 認識自己 ................................. 6 促銷人員是誰 ? ............................................................................................... 7 我們對顧客的服務(wù) ? ....................................................................................... 7 第二章 認識工作 ................................. 8 （一）促銷人員的崗位職責(zé) ................................................................................. 9 （二）促銷人員的工作規(guī)范 ................................................................................. 9 1．穿 ................................................................................................................ 9 2．說 ................................................................................................................ 9 3．站 .............................................................................................................. 11 4．做 .............................................................................................................. 11 5．精神狀態(tài) .................................................................................................. 12 6．態(tài)度 .......................................................................................................... 12 （三）促銷人員的工作流程 ............................................................................... 13 （四）終端現(xiàn)場的布置規(guī)范 ............................................................................... 14 第三章 認識我們的“上帝” ...................... 16 （一）進店顧客的不同類型 ............................................................................... 17 1．沉默寡言型 .............................................................................................. 17 2．謹慎穩(wěn)定型 .............................................................................................. 17 3．猶豫不決型 .............................................................................................. 17 4．冷淡傲慢型 .............................................................................................. 17 5．豪直爽快型 .............................................................................................. 18 6．不服輸?shù)暮脧娦皖櫩?.............................................................................. 18 7．愛挖苦找碴而不買型 .............................................................................. 18 第四章 促銷人員銷售過程的 10 個關(guān)鍵的印象時刻 .... 19 （一）營業(yè)前的準備 —— 第一個關(guān)鍵時刻 ................................................... 20 1．工作標(biāo)準 .................................................................................................. 20 2．注意點 ...................................................................................................... 20 （二）初步接觸 —— 第二個關(guān)鍵時刻 ........................................................... 21 1．工作標(biāo)準 .................................................................................................. 21 2．最佳接近時刻 .......................................................................................... 21 3．接近顧客的方法 ...................................................................................... 22 3．注意點 ...................................................................................................... 22 （三）揣摩顧客需要 —— 第三個關(guān)鍵時刻 ................................................... 23 1．工作標(biāo)準 .................................................................................................. 23 2．語言技巧 .................................................................................................. 23 3．注意點 ...................................................................................................... 23 4．備注 .......................................................................................................... 24 （四）產(chǎn)品介紹過程 —— 第四個關(guān)鍵時刻 ................................................... 24 1．工作標(biāo)準 .................................................................................................. 24 （五）處理顧客異議 —— 第五個關(guān)鍵時刻 ................................................... 24 1．工作標(biāo)準 .................................................................................................. 24 2．注意點 ...................................................................................................... 25 （六）成交 —— 第六個關(guān)鍵時刻 ................................................................... 25 1．工作標(biāo)準 .................................................................................................. 25 2．成交技 巧 .................................................................................................. 25 3．備注 .......................................................................................................... 26 （七）結(jié)束送客 —— 第七個關(guān)鍵時刻 ........................................................... 26 1．工作標(biāo)準 .................................................................................................. 26 2．注意點 ...................................................................................................... 26 （八）示例 ........................................................................................