《中兴通讯公司售前营销技能认证系列培训教材》(45页).rar 目　录 第一章　做个成功的销售经理......................................................................................3 第一节　成功销售经理的基本特征.....................................................................................3 第二节　成功销售经理的基本素质和技能.........................................................................4 第二章　专业销售过程..................................................................................................5 第一节.以客户为中心的销售..............................................................................................5 第二节.基于客户采购流程的销售过程..............................................................................7 第三章　销售基本动作................................................................................................12 第一节　日常基础工作：客户拜访...................................................................................12 第二节　客户关系提升的五大基本动作...........................................................................13 第四章　销售实战技巧................................................................................................15 第一节　初次接触客户.......................................................................................................15 第二节　客户特性分析.......................................................................................................17 第三节　客户关系建立.......................................................................................................19 第四节　情景客户公关.......................................................................................................22 第五节　现场技术宣讲.......................................................................................................24 第六节　尊重客户隐私.......................................................................................................25 第七节　持续业务绩效.......................................................................................................26 第五章　客户沟通技巧................................................................................................28 第一节　语言沟通技巧.......................................................................................................28 第二节　非语言沟通技巧...................................................................................................28 第三节　提问技巧...............................................................................................................30 第四节　倾听技巧...............................................................................................................32 第五节　介绍产品的技巧...................................................................................................34 第六节　谈判技巧...............................................................................................................35 第六章　客户公关技巧................................................................................................38 第一节　塑造良好的形象...................................................................................................38 第二节　赞美客户...............................................................................................................39 第三节　投其所好...............................................................................................................40 第四节　增强亲和力...........................................................................................................40 第七章　异议处理技巧................................................................................................42 第一节　克服客户的拒绝...................................................................................................42 第二节　克服客户的怀疑和误解.......................................................................................42 第三节　克服缺陷...............................................................................................................43 第四节　处理客户抱怨.......................................................................................................43