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Economic Management 25位商业领袖:影响世界的商业领袖
Economic Management 35岁前要做的33件事:成功人生的重要分水岭
Economic Management 60分钟企业经营战略:10倍速商业经典
Economic Management 18岁以后懂点经济学
Economic Management 12小时MBA教程
Economic Management 12小时哈佛商学经典
Economic Management 2号人物
Economic Management 7位成功大师的炒股智慧:世界上最会炒股的人
Economic Management 12小时哈佛管理学
Economic Management Action!管理开拍
Economic Management Action!管理开拍:周星弛搞笑电影中的管理
Economic Management CEO的海军陆战队
Economic Management CI革命:塑造企业个性与美感的法宝
Economic Management 1999到2000年中国经济发展趋势预测分析
Economic Management Cyber超市的网上销售方案
Economic Management MBA考试辅导英语分册
Economic Management MBA工商管理800案例:管理控制跨国经营
Economic Management MBA工商管理800案例:理财之道竞争谋略
Economic Management MBA考试辅导管理分册
Economic Management MBA考试辅导逻辑分册
Economic Management 35岁前要做的33件事:成功人生的重要分水岭
Economic Management 60分钟企业经营战略:10倍速商业经典
Economic Management 18岁以后懂点经济学
Economic Management 12小时MBA教程
Economic Management 12小时哈佛商学经典
Economic Management 2号人物
Economic Management 7位成功大师的炒股智慧:世界上最会炒股的人
Economic Management 12小时哈佛管理学
Economic Management Action!管理开拍
Economic Management Action!管理开拍:周星弛搞笑电影中的管理
Economic Management CEO的海军陆战队
Economic Management CI革命:塑造企业个性与美感的法宝
Economic Management 1999到2000年中国经济发展趋势预测分析
Economic Management Cyber超市的网上销售方案
Economic Management MBA考试辅导英语分册
Economic Management MBA工商管理800案例:管理控制跨国经营
Economic Management MBA工商管理800案例:理财之道竞争谋略
Economic Management MBA考试辅导管理分册
Economic Management MBA考试辅导逻辑分册
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Economic Management 营业员培训
Posted on 2010-04-28
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我们经常能够看到这样的情形,刚迈进店门营业员就欢迎光临,还尾随其后,不厌其烦地热情导购而顾客则窘迫地走开,顾客正兴致极高地欣赏琳琅满目的商品或刚刚临近柜台还没有看清商品时,营业员就凑上来一声连一声地追问“买什么“或忙不迭地把商品递到你面前,而顾客只留下一句”随便看看“便惶惶然匆匆离去。正是有了上述的予盾,才出现了北京世都有货“无干扰”服务和王府井百货“一团火”服务的争论。那么如何把握干扰和热情的界限呢?商业其实是人与人之间的一种“游戏”,商店的售卖现场是营业员和顾客 以商品为中介展开 的“势力争夺”的场所 ,顾客渴望获得自己所需的商品,而商家获得利润。我们可以将销售现场比作“狩猎场”,陈列的商品是“诱饵”,“猎人”(营业员)在商品背后等待着“猎物”(顾客),而顾客总是想方设法逃避店员的监督而达到自在安全的购物空间去选择商品。虽然商品经营者大都明白营销的基本点是在顾客为主导,营业员受顾客支配,而其销售行为却一次次在无意识中触犯了销售所体现的人际关系中的安全准则。营业员往往不自觉地用行动强调自己作为“主人身份”的存在,而顾客在潜意识中总感觉到自己作为“入侵者”而不安或胆怯,于是顾客一边被那些热情的营业员紧逼追赶着,一边匆匆浏览,不安地逃出店门,另寻安全可见,顾客在售卖现场需要安全感,因而高素质的营业员应懂得售卖过程中所体现的人际关系安全准则,给顾客一种安全又受关怀的感觉,促使顾客购买。
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