【正文】 nk Hawkins was t el ing me about hi s exper iences as a young man. Fr ank is now the head of a ve r y lar ge business pany, but as a boy he used to wor k i n a smal shop. I t was hi s job t o r epair bi cycles and at that ti me he used t o wor k f our teen hour s a day. He saved money f or years and i n 1938 he bought a sm al l work shop of his own. Dur ing t he war Frank used t o make spar e part s for aeroplanes. At t hat t ime he had t wo helpers. By t he end of t he war, t he smal l work shop had bee a large f act ory which employed seven hundred and twent y eight people. Fr ank smi led when he r emember ed his hard ear ly years and t he long r oad t o succes. He was sti l smi li ng when the door opened and hi s wi fe came i n. She want ed hi m to r epai r their s on39。 gave39。 car was badl y dam aged and easy to r ecognize. Shor tl y aft er wards, the poli ce st opped t he car and both m en were ar rested. Lesson36 Across t he Channel 橫渡海峽 Erna Har t is going to swi m across the Engli sh Channel tomor row. She i s goi ng to set out f r om t he Fr ench coast at f ive o39。s f ather wil l set out wit h her i n a smal boat. Mr Har t has tr ai ned hi s daughter f or years. Tomorr ow he wi l l be wat chi ng her anxiously as she swi ms t he long di st ance t o England. Er na int ends t o take shor t rests ever y t wo hours. She wil l have somethi ng to dr ink but she wi l l not eat any soli d food. Most of Er na39。s m ot her , who swam t he Channel her sel f when she was a gi r l . Lesson37 The O l ym pi c G am es 奧林匹克運(yùn)動(dòng)會(huì) The Ol ym pi c Gam es wi l l be hel d i n our count r y i n f our year s39。其實(shí)，要解決這個(gè)問(wèn)題，首先導(dǎo)購(gòu)要明白進(jìn)痁的顧客可以分為很多種，有的人來(lái)可能就是要買東西，有的人來(lái)可能只是收集信息，而有的人純粹間逛店看著玩的。下面我們來(lái)共同分析店面導(dǎo)購(gòu)常用的幾種應(yīng)對(duì)方式： [錯(cuò)誤應(yīng)對(duì) 1]沒(méi)關(guān)系，您隨便看看吧。 [錯(cuò)誤應(yīng)對(duì) 3]那好，您先看看，需要幫 助的話叫我 。 確實(shí)，顧客說(shuō)出?隨便看看?的時(shí)候，對(duì)于零售門店的銷售人員而言，這個(gè)問(wèn)題很難處理，但是問(wèn)題既然已經(jīng)產(chǎn)生，我們就應(yīng)該盡量用正確的方式將顧客的消極行為引導(dǎo)到積極的方向上。 實(shí)戰(zhàn)策略 顧客心理學(xué)研究表明：顧客剛進(jìn)入一個(gè)陌生的門店環(huán)境時(shí)難免都會(huì)產(chǎn)生一定的戒備心理，具體表現(xiàn)為他們一般都不愿意主動(dòng)回答導(dǎo)購(gòu)問(wèn)題，更不愿意多說(shuō)話，因?yàn)樗麄儞?dān)心一旦自己與導(dǎo)購(gòu)員說(shuō)得太多，就會(huì)被導(dǎo)購(gòu)抓住把柄而落入導(dǎo)購(gòu)設(shè)計(jì)的 圈套，而這是顧客不愿意看到的，他們可不希望自己被導(dǎo)購(gòu)纏住而難以脫 身。這種情況 在諸如服 裝、家具、手機(jī)及電器等顧客熟悉的店面銷售中表現(xiàn)得更為明顯，而在數(shù)碼、醫(yī)藥、美容及建材等店面銷售中表現(xiàn)得相對(duì)不突出，因?yàn)轭櫩鸵话阍谫?gòu)買這些商品的時(shí)候都希望得到店員更多的幫助。顧客大多不喜歡自己一進(jìn)店時(shí)店員就給自己施加有形或無(wú)形的壓力，所以導(dǎo)購(gòu)人員一定要明確接近顧客的最佳時(shí)機(jī)是在顧客對(duì)商品有興趣，并且有問(wèn)題需要導(dǎo)購(gòu)提供幫助的瞬間，此時(shí)接近顧客成功率最高，對(duì)于選 擇性商品購(gòu)買的消費(fèi)者來(lái)說(shuō)尤其如此。招呼顧客的時(shí)候除了正確地選擇最佳時(shí)機(jī)之外，關(guān)鍵是要管好自己的嘴巴，請(qǐng)務(wù)必不要用提問(wèn)的句子與顧客打招呼，比如?你好，買東西嗎？?以及?請(qǐng)問(wèn)需要我服務(wù)嗎？?等。clock so we shal l have pl ent y of ti me. We shal l see hi s boat and then we shal say goodbye t o him . He wil l be away for t wo months. We ar e very pr oud of hi m. He wi l t ake par t i n an i mport ant r ace across the At lanti c. Lesson 13 The Greenwood Boys 綠林少年 The Gr enwood Boys are a gr oup of popular singers. At present , t hey ar e visi ting al l par ts of t he countr y. They wi l be ar ri vi ng here t omorr ow. They wil l be i ng by tr ain and m ost of the young peopl e in t he town wil l be meet ing t hem at the stati on. Tom or r ow eveni ng they wi l be singing at the Workers39。Do you speak Engl ish?39。Mr. Har mswor t h, 39。Don39。 he Said. Then he smi l ed and told me I would recei ve an ext ra amp。 Si r , we wele you t o our ci ty. This i s a No Parking area. You wi l enjoy your st ay her e i f you pay at ent ion t o our st r et signs. This not e is only a remi nder .39。My dear, i t must be t er r ible to be gr own up!39。t there ! As I was looking f or i t, t he innkeeper came i n. 39。 he asked. 39。 I answer ed, 39。t pay t he bil l. I haven39。 The innkeeper smi led and im medi ately went out. I n a f ew mi nut es he retur ned wit h my bag and gave it back to me. 39。m very sor ry,39。 My dog had t aken i t into the garden. He oft en does t his.39。The play may begin at any moment, 39。I t may have begun alr eady, 39。I hurr ied t o the t icket off ice. 39。 I asked. 39。m sor r y, we39。 the gi rl sai d. 39。 Susan exclaimed. Just then, a man hurr ied t o t he ticket off ice. 39。 he asked. 39。 t he gi rl said. 39。 I asked. 39。the gi rl said, 39。s perf ormance. 39。 I sai d sadl y. Lesson20 One man i n a boat 獨(dú)坐孤舟 Fi shi ng is m y favouri te sport . I of ten f ish f or hour s wit hout catching anything. But this does not wor r y me. Som e fi sher men are unl ucky. Instead of cat chi ng fi sh, t hey catch ol d boot s and rubbish. I am even les l ucky. I never catch anyt hingnot even ol d boots. Af t er having spent whol e morni ngs on the r iver, I always go home wi th an em pt y bag. 39。 my f r iends say.39。s a waste of t im e. 39。t r eal ize one im por tant thi ng. I 39。s off ice and sat down. I had j ust l ost amp。 I lef t he money in my r oom ,39。and i t39。 The manager was sympat hetic, but he could do not hing. 39。s losing m oney t hese days,39。5o. 39。s room39。Wel ,39。there is sti l some honesty in t his wor ld ! 39。 I r epeated m y questi on sever al t imes and at last he understood. He answer ed me, but he spoke neit her slowl y nor clearl y. 39。 I said. Then he spoke slowl y, but I coul d not understand him . My t eacher never spoke Engli sh l ike t hat ! The port er and I l ooked at each other and sm il ed. Then he sai d som et hing and I under stood it . 39。l l soon l ear n Engl ish!39。t understand t hem ! Do t hey speak Engli sh ? l eson26 The best art cri ti cs 最佳美術(shù)評(píng)論家 I am an ar t st udent and I pai nt a lot of pi ctur es. Many peopl e pretend t hat t hey understand modern ar t . They always t el l you what a pi cture is 39。. Of course, many pictur es ar c not 39。 anyt hing. They ar e j ust pr et y pat er ns. We li ke them in t he same way that we l ike pret ty curt ain m at eri al . I think t hat young childr en oft en appr eci at e modern pi ct ures bet er t han anyone else. They noti ce more. My si st er is only seven, but she always t el ls m e whether my pi ct ures are good or not. She cam e int o my r oom yest erday. 39。 she asked. 39。m hanging this pi ct ure on the wal ,39。I t39。 She l ooked at it cr it cal ly for a mom ent .39。s al r ight, 39。but i sn39。 I l ooked at it again. She was ri ght !