【正文】 ..................................................... 0 一、 流程圖 .................................................................................................................................................................... 0 二、 流程概要 ................................................................................................................................................................ 0 第二節(jié) 識(shí)別推薦流程 ....................................................................................................................................................... 1 一、 識(shí)別推薦目標(biāo) ....................................................................................................................................................... 1 二、 六大關(guān)鍵點(diǎn)之一 —— 客戶(hù)價(jià)值判斷技巧及話(huà)術(shù) ......................................................................................... 1 大堂經(jīng)理識(shí)別推薦流程 ..................................................................................................................................... 1 封閉／開(kāi)放式柜臺(tái)柜員識(shí)別推薦流程 ........................................................................................................... 10 第三節(jié) 引導(dǎo)分流流程 .....................................................................................................................................................17 一、 大堂經(jīng)理引導(dǎo)分流 ............................................................................................................................................17 貴賓客戶(hù)引導(dǎo)流程 ........................................................................................................................................... 17 潛在貴賓客戶(hù)引導(dǎo)流程 ................................................................................................................................... 20 普通客戶(hù)引導(dǎo)分流流程 ................................................................................................................................... 21 二、 柜員引導(dǎo)分流 .....................................................................................................................................................23 三、 案例分析 ..............................................................................................................................................................24 第四節(jié) 服務(wù)營(yíng)銷(xiāo)流程 .....................................................................................................................................................26 一、 流程步驟 ..............................................................................................................................................................26 二、 客戶(hù)經(jīng)理客戶(hù)跟進(jìn) ............................................................................................................................................27 流程步驟 ........................................................................................................................................................... 27 客戶(hù)經(jīng)理跟進(jìn)管理 ........................................................................................................................................... 27 三、 事先準(zhǔn)備 ..............................................................................................................................................................28 安排約見(jiàn)時(shí)間和工作計(jì)劃 ............................................................................................................................... 28 事先了解客戶(hù)狀況和需求 ............................................................................................................................... 28 把握銷(xiāo)售內(nèi)容及產(chǎn)品 ....................................................................................................................................... 28 準(zhǔn)備相關(guān)物品 ................................................................................................................................................... 28 四、 六大關(guān)鍵點(diǎn)之二：客戶(hù)高效溝通方法與技巧 ...........................................................................................29 高效溝通，獲取客戶(hù)信任 ............................................................................................................................... 29 不同類(lèi)型客戶(hù)溝通技巧 ................................................................................................................................... 32 五、 六大關(guān)鍵點(diǎn)之三：客戶(hù)需求分析方法與技巧 ...........................................................................................36 客戶(hù)金融服務(wù)需求五層次 ............................................................................................................................... 36 發(fā)掘客戶(hù)真實(shí)需求的三步驟 ........................................................................................................................... 36 不同類(lèi)型客戶(hù)金融需求分析 ........................................................................................................................... 43 六、 六大關(guān)鍵點(diǎn)之四： 產(chǎn)品組合營(yíng)銷(xiāo)方法與技巧 ...........................................................................................45 產(chǎn)品組合分類(lèi) ................................................................................................................................................... 45 理財(cái)規(guī)劃與產(chǎn)品組合銷(xiāo)售 ............................................................................................................................... 46 客戶(hù)需求分析及對(duì)應(yīng)金融產(chǎn)品服務(wù)方案（參考附錄 26） ......................................................................... 49 產(chǎn)品銷(xiāo)售技巧： FAB－把產(chǎn)品的特點(diǎn)轉(zhuǎn)化為客戶(hù)利益 ................................................................................. 49 以診斷式銷(xiāo)售為例 ........................................................................................................................................... 51 反對(duì)意見(jiàn)轉(zhuǎn)化為銷(xiāo)售機(jī)會(huì)八法 ....................................................................................................................... 54 促成交易七法 ...................................................................................................................................................