【正文】 + 13920 份資料 ...../Shop/《財(cái)務(wù)管理學(xué)院》 53 套講座+ 17945 份資料 ...../Shop/《銷售經(jīng)理學(xué)院》 56 套講座+ 14350 份資料 ...../Shop/《銷售人員培訓(xùn)學(xué)院》 72 套講座+ 4879 份資料 ...../Shop/2 / 170目 錄第一章 開(kāi)發(fā)客戶 ............................................................................................................................1第一節(jié) 市場(chǎng)預(yù)測(cè) ...........................................................1一、市場(chǎng)預(yù)測(cè)的概念和目的 ..............................................................................................1二、大客戶市場(chǎng)預(yù)測(cè)的內(nèi)容 ..............................................................................................1三、市場(chǎng)預(yù)測(cè)的種類 ..........................................................................................................2四、市場(chǎng)預(yù)測(cè)的原則 ..........................................................................................................2五、市場(chǎng)預(yù)測(cè)的方法 ..........................................................................................................4六、不同類型預(yù)測(cè)的方法組合 ..........................................................................................5七、大客戶市場(chǎng)預(yù)測(cè)的邏輯順序 ......................................................................................6八、年度市場(chǎng)預(yù)測(cè) ..............................................................................................................8九、季度及月度市場(chǎng)預(yù)測(cè) ................................................................................................10第二節(jié) 溝通技巧 ..........................................................13一、溝通的的定義和功能 ................................................................................................13二、溝通的七個(gè)要素 ........................................................................................................13三、溝通的分類 ................................................................................................................14四、溝通的三大階段 ........................................................................................................14第三節(jié) 客戶規(guī)劃“六步分析法” ............................................20一、客戶規(guī)劃“六步分析法”概述 ................................................................................20二、客戶規(guī)劃“六步分析法”的內(nèi)容 ............................................................................20第二章 發(fā)展客戶 ..........................................................................................................................30第一節(jié) OKCT 競(jìng)爭(zhēng)營(yíng)銷四步法 ...............................................30一、OKCT 競(jìng)爭(zhēng)營(yíng)銷四步法概述 .......................................................................................30二、競(jìng)爭(zhēng)營(yíng)銷的基礎(chǔ)知識(shí) ................................................................................................30三、OKCT 競(jìng)爭(zhēng)營(yíng)銷四步法內(nèi)容 .......................................................................................31四、建立持久競(jìng)爭(zhēng)優(yōu)勢(shì) ....................................................................................................40第二節(jié) 談判技巧 ..........................................................42一、談判的概述 ................................................................................................................42二、談判的四大原則 ........................................................................................................42三、談判的準(zhǔn)備階段 ........................................................................................................42四、談判的進(jìn)程 ................................................................................................................43五、談判的三大策略 ........................................................................................................45六、商務(wù)談判的技巧 ........................................................................................................46七、談判中的六大誤區(qū) ....................................................................................................47第三節(jié) 演示技巧 ..........................................................49一、演示概述 ....................................................................................................................49二、銷售演示的基本原則 ................................................................................................49三、演示技巧 ....................................................................................................................50第三章 保持客戶 ..................................................................................................................593 / 170第一節(jié) 客戶關(guān)系管理 ......................................................59一、客戶關(guān)系管理的概念 ................................................................................................59二、中國(guó)電信 CRM 系統(tǒng) ....................................................................................................60三、客戶關(guān)系管理對(duì)客戶經(jīng)理的工作要求 ....................................................................64第二節(jié) 大客戶價(jià)值評(píng)估 ....................................................66一、中國(guó)電信大客戶價(jià)值分析 ........................................................................................66二、中國(guó)電信大客戶價(jià)值評(píng)估體系 ................................................................................67三、大客戶項(xiàng)目評(píng)估可行性分析 ....................................................................................75第四章 提升客戶 ..........................................................................................................................78第一節(jié) 提高客戶滿意度 ....................................................78一、客戶滿意度的概念與測(cè)評(píng) ........................................................................................78二、提高客戶滿意度的方法與技巧 ................................................................................79第二節(jié) 關(guān)系營(yíng)銷 ..........................................................82一、財(cái)務(wù)層次 ....................................................................................................................82二、社交層次 ....................................................................................................................82三、結(jié)構(gòu)層次 ....................................................................................................................84第三節(jié) 品牌營(yíng)銷 ............................