【正文】 3 2．語言技巧 .................................................................................................. 23 3．注意點(diǎn) ...................................................................................................... 23 4．備注 .......................................................................................................... 24 （四）產(chǎn)品介紹過程 —— 第四個(gè)關(guān)鍵時(shí)刻 ................................................... 24 1．工作標(biāo)準(zhǔn) .................................................................................................. 24 （五）處理顧客異議 —— 第五個(gè)關(guān)鍵時(shí)刻 ................................................... 24 1．工作標(biāo)準(zhǔn) .................................................................................................. 24 2．注意點(diǎn) ...................................................................................................... 25 （六）成交 —— 第六個(gè)關(guān)鍵時(shí)刻 ................................................................... 25 1．工作標(biāo)準(zhǔn) .................................................................................................. 25 2．成交技 巧 .................................................................................................. 25 3．備注 .......................................................................................................... 26 （七）結(jié)束送客 —— 第七個(gè)關(guān)鍵時(shí)刻 ........................................................... 26 1．工作標(biāo)準(zhǔn) .................................................................................................. 26 2．注意點(diǎn) ...................................................................................................... 26 （八）示例 ........................................................................................................... 26 （九）消費(fèi)終端的各種注意事項(xiàng) ....................................................................... 27 第五章 從顧客抱怨中學(xué)習(xí) ........................ 29 （一）正確處理顧客的抱怨是中華啤酒促銷人員應(yīng)盡的責(zé)任 ....................... 30 （二）顧客產(chǎn)生不滿的原因 ............................................................................... 30 1．有期望才會(huì)有抱怨 .................................................................................. 31 2．顧客的抱怨是珍貴的情報(bào) ...................................................................... 31 （三）顧客在抱怨時(shí)想得到什么 ....................................................................... 31 （四）抱怨未得到正確處理的后果 ................................................................... 32 1．顧客本身所想 .......................................................................................... 32 2．對(duì)賣場(chǎng)造成的影響 .................................................................................. 32 3．對(duì)中華啤酒促銷人員個(gè)人的影響 .......................................................... 32 （五）正確處理顧客抱怨 ................................................................................... 32 1．如何接受顧客的抱怨 .............................................................................. 32 2．正確分析并找出顧客抱怨產(chǎn)生的原因 .................................................. 33 3．有效地處理顧客抱怨 .............................................................................. 34 4．減輕抱怨的初期訣竅 .............................................................................. 35 （六）抱怨處理過程中的“禁句” ................................................................... 35 第六章 銷售常識(shí)掌握 ............................ 38 （一）商品陳列的要點(diǎn) ....................................................................................... 38 1．準(zhǔn)備 .......................................................................................................... 38 2．顯眼的陳列 .............................................................................................. 38 3．易選擇、易拿取的陳列 .......................................................................... 39 4．提高商品價(jià)值的陳列 .............................................................................. 39 5．引人注目的陳列 ...................................................................................... 39 6．提高商品新鮮感的陳列 .......................................................................... 39 7．商品陳列應(yīng)具季節(jié)性 .............................................................................. 39 （二）陳列商品時(shí)應(yīng)注意的事項(xiàng) ....................................................................... 39 （三）促銷活動(dòng)執(zhí)行 ........................................................................................... 40 1．活動(dòng)前的準(zhǔn)備 .......................................................................................... 40 2．活動(dòng)的執(zhí)行 .............................................................................................. 40 3．活動(dòng)結(jié)束后 .............................................................................................. 41 第七章 獎(jiǎng)懲條例 ............................... 41 （一）獎(jiǎng)勵(lì) ........................................................................................................... 42 （二）處罰 ........................................................................................................... 42 附件 ........................................... 44 寫在前面 第一章 認(rèn)識(shí)自己 認(rèn)識(shí)自己，是成功導(dǎo)購的起步。 ? 衣著一定要整潔，大方，干凈得體，不得濃妝艷抹，奇裝異服。視線保持禮貌并集中顧客身 上，左右不出雙肩，上下不出眼睛與胸口，不左顧右盼，不與無關(guān)人員在現(xiàn)場(chǎng)交談。禁止說商業(yè)服務(wù)行業(yè)忌語。在有些情況下，比如顧客是當(dāng)?shù)?