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1、VOLVOVOLVO汽车内部培训手册汽车内部培训手册Date1ADMINISTRATIVE DETAILS 日 程 安 排MORNING(上午) 09:3012:00BREAKS(课间休息) 10:4511:00LUNCH(午餐) 12 :0013:30AFTERNOON(下午) 13:3017:00BREAKS(课间休息) 15:0015:30TELEPHONES(电话) 关闭或静音、禁止在课堂上接电话世贸培训手册Date2CONTENTS(内容)NEW CAR SALES AND DELIVERY WORKSHOP 新车销售及交车流程1 :简介及目的2 :影响销售的因素3 : 第一次接触阶
2、段4 : 展厅接待5 : 新车展示6 : 报价、成交7 : NCSD流程8 : 说明介绍阶段9 : Volvo新车交车流程10 : 销售中常见问题及解答Date3ABOUT THE BINDER 关于此讲义VERBAL(口头)Harvard Research100 % was what the speaker wanted to say. (演说者想要说的占100%) Approximately 80 % was said. (已说出来的约占80%) Approximately 60 % was heard (被听见的约占60%) Approximately 40 % was remember
3、ed after 3 hours (3小时后记得的约占40%) Approximately 20 % was remembered after 3 days (3天后记得的约占20%) Approximately 10 % was remembered after 3 months (3个月后仍记得的约占10%)VERBAL AND VISUAL(口头和视觉)Approximately 60 % was remembered after 3 days (3天后记得的约占60%)Approximately 40 % was remembered after 3 months (3个月后记得的约占
4、40%)VERBAL + VISUAL+ NOTES (口头+视觉+笔记)Approximately 80 % was remembered after 3 days (3天后记得的约占80%)Approximately 60 % was remembered after 3 months (3个月后记得的约占60%)Date4THE 4 STAGES OF LEARNINGTHE 4 STAGES OF LEARNING 学习的四个阶段学习的四个阶段1. 1. UNCONSCIOUSLY INCOMPETENTUNCONSCIOUSLY INCOMPETENT无意识不胜任阶段无意识不胜任阶段
5、 2. CONSCIOUSLY INCOMPETENT2. CONSCIOUSLY INCOMPETENT有意识不胜任阶段有意识不胜任阶段 3. CONSCIOUSLY COMPETENT3. CONSCIOUSLY COMPETENT有意识胜任阶段有意识胜任阶段 4.4. UNCONSCIOUSLY COMPETENTUNCONSCIOUSLY COMPETENT 5. 5. 无意识胜任阶段无意识胜任阶段Date5KEY RULEKEY RULE 主主 要要 准准 则则ANY STRATEGY IS LIMITED BYANY STRATEGY IS LIMITED BY THE QUALI
6、TY OF THE THE QUALITY OF THE SALES CONSULTANTSALES CONSULTANT任何策略都与销售顾问的素质相关任何策略都与销售顾问的素质相关Date62. FACTORS INFLUENCING RESULTS 影响结果的相关因素2.1 Results come from结果来源于VOLVO SALES TEAMVOLVO 销售团队$ALE$销售业绩$QUANTITY OF EFFORT(工作量)QUALITY OF EFFORT(工作质量)DIRECTION OF EFFORT(工作方向)MOTIVATION(积极性)A&P SUPPORT(心理激励
7、)Date7SALESPERSON A 销售顾问A SALESPERSON B 销售顾问B_ VISITS _ 潜在客户 _ CONVERSION _ 成交率 _ AVOS _ 台 _ MOTIVATION _ 积极性QUANTITY OF WORKQUANTITY OF WORK 工作的数量工作的数量40 202:1 2:11 unit 1 unit+ +20 10Date840 402:1 4:11 unit 1 unit+ +20 10QUALITY OF WORKQUALITY OF WORK 工作的质量工作的质量SALESPERSON A 销售顾问A SALESPERSON B 销售
8、顾问B_ VISITS _ 潜在客户 _ CONVERSION _ 成交率 _ AVOS _ 台 _ MOTIVATION _ 积极性Date9DIRECTION OF WORKDIRECTION OF WORK 工作的方向工作的方向40 402:1 2:13 units 2 units+ +60 40SALESPERSON A 销售顾问A SALESPERSON B 销售顾问B_ VISITS _ 潜在客户 _ CONVERSION _ 成交率 _ AVOS _ 台 _ MOTIVATION _ 积极性Date1040 102:1 5:12 units 1 unit+ -40 2MOTIVA
9、TION TO WORKMOTIVATION TO WORK 工作的动机工作的动机SALESPERSON A 销售顾问A SALESPERSON B 销售顾问B_ VISITS _ 潜在客户 _ CONVERSION _ 成交率 _ AVOS _ 台 _ MOTIVATION _ 积极性Date112.2. FACTORS INFLUENCING RESULTS 影响结果的相关因素The Salespersons Criteria for Success 销售人员的成功标准 QUANTITATIVE ACTIVITIESQUANTITATIVE ACTIVITIES 工作的量工作的量QUALI
10、TATIVE ACTIVITIESQUALITATIVE ACTIVITIES 工作的质工作的质DIRECTION OF ACTIVITYDIRECTION OF ACTIVITY 活动的方向活动的方向$Number of spins(解说的次数) Number of appointments(约见的次数) Number of 6pt demos(6方位演示的次数) Number of test-drives(试驾的次数) Number of proposals(提出成交的次数)(HOW HARD WE WORK!) (我们工作多努力!)Conversion ratios(成交率) Order size(订单大小) Pr