专业英语演讲——商务案例.pptx

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1、Would you like to have customers that stay with you and dont buy from your competitors?Customers say nice things about your business to other people;pay you on time and accept the fact that you might be a bit more expensive than other suppliers?Of course you do but how do we perform this miracle?Its

2、 dead easy really;you only have to consider two factors:be Reliable and be Likeable.第1页/共14页ARTICLESentencesWordsknowledge第2页/共14页It almost goes without saying that its vital to have a reliable product or service.Most businesses spend a great deal of time and money ensuring that their product does w

3、hat they say itll do and striving for exceptional customer service.第3页/共14页However,if you do this consistently,dont expect any brownie points and it wont ensure stay,say and pay.Providing reliable products and service is vitally important however after a while customers start to take it for granted.

4、第4页/共14页I can remember the days when a motor car was difficult to start on a winters morning.When a telephone engineer took a week to fix your phone and a retail store wouldnt take back an item youd purchased.Nowadays,cars start first time,engineers come the same day and retail stores give you your

5、money back immediately.We now take this kind of reliability and service for granted.第5页/共14页To give your business the competitive edge and ensure stay,say and pay you,your business and your people need to be likeable.Too many organisations forget that their customers are humans and the thing about h

6、umans is-they dont always make decisions logically.Customers are driven by their emotions and they make decisions about organisations based on their interaction with the people in the business.Theyll even forgive your mistakes if they like your business.第6页/共14页So what do we need to do to ensure the

7、 likeability factor?Run your eye down the following list and see how many you can tick off:*We always have a genuine smile for every customer.*We are warm and friendly to all customers.*We listen carefully and make it obvious that were listening.*We use the customers name and our name appropriately.

8、*We give the impression that we care and are interested in the customer.*We emphasize with problems and complaints and respond quickly.*We occasionally do something to pleasantly surprise the customer.*We always keep our promises.*We give the impression that were fun to deal with.*We treat the custo

9、mer the way they want to be treated,not the way we want to be treated.第7页/共14页 If youve got lots of ticks then you probably have lots of customers who like you.Just a word to the managers and employers amongst you;run your eyes down the list again and replace the word customer with the words employe

10、e or staff colleague.H How well did you do?ow well did you do?(The*We means everyone in the business be they sales people,delivery drivers,accountants,engineers,managers or directors.)第8页/共14页How many ticks did you get this time?Lots of ticks mean your staff like you and it probably follows that you

11、r customers do as well.Have you noticed how being likeable cost so little?A lot less than advertising or other promotional activity required to replace lost customers.第9页/共14页 Working a little bit harder on the emotional connection with your customers will increase your likeability factor and ensure

12、 they-stay,say and pay.第10页/共14页Discover how you can generate more business without having to cold call!Alan Fairweather is the author of How to get More Sales without Selling This book is packed with practical things that you can do to-get customers to come to you.第11页/共14页Specialized knowledge20-8

13、0 rule：(In the enterprise is generally thought that 80%of its profits come from 20%of the project or important customer,economists believe that 20%of the population controls 80%of the wealth,psychologists believe that the wisdom of the concentration of 80%20%of the people.)第12页/共14页Thanks！第13页/共14页感谢您的观看。第14页/共14页