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1、阳光人寿银行保险部 突破重围突破重围 拨云见日拨云见日 异议处理异议处理Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部刘玉意简历: 武汉大学金融硕士 中南民族大学客座讲师
2、2003年加盟寿险行业 历任业务员、业务主任、业务主办、组训、讲师、育成部经理、组训科长 2008年加盟阳光人寿 现任阳光人寿湖北分公司银保部培训讲师 Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty
3、Ltd.阳光人寿银行保险部课程目标课程目标1、寻找异议真正原因2、掌握异议处理流程Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部目目 录录n处理异议的心态n为什么有这么多异
4、议n如何减少客户的异议n处理异议的流程和方法Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部你是银行的还是保险公司的?怎么是保险呀？分红不确定！.Evaluation onl
5、y.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部请问为什么大家会遇到这么多异议？Evaluation only.Evaluation only.Created with Aspose.Slides fo
6、r .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部异议异议处理处理完美完美接触接触探寻探寻需求需求方案方案呈现呈现有效有效促成促成结果出了问题，一定是过程出了问题。Evaluation only.Evaluation only.Created with Aspose.Slides for .NET
7、 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部目目 录录n处理异议的心态n为什么有这么多异议n如何减少客户的异议n处理异议的流程和方法Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile
8、 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部如何减少每个环节的异议如何减少每个环节的异议1、接触环节： a、是否拉近与客户的距离并建立了高度的信任感。 b、是否尽可能多、尽可能准的探索到客户的信息。Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5
9、Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部2、激发需求环节： a、是否准确的定位客户。 b、是否通过客户的信息准确的剖析出相对应的需求。 c、是否主动和主导。Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Clien
10、t Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部3、方案呈现和解决需求环节： a、是否确保客户完全明白。 b、是否实现客户需求点与产品特点契合。 c、是否陷入被动应答状态。Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client
11、 Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部4、促成和保单介绍促成a、是否抓住促成时准主顾动作上的时机客户拿出保险费率仔细看客户与第三者商量时客户沉默思考 反对意见逐渐减少时，频频点头客户态度明朗、明显赞同时客户对你的敬业精神赞赏时b、是否抓住促成时准主顾言语上的时机询问价格，讨价还价询问交费方式询问投保内容询问售后服务方面
12、的事项询问起别人的投保情形 Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部4、促成和保单介绍保单介绍 是否做到每客必见，每见必读。 是否做到每件必访，每访必预。Evalua
13、tion only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部目目 录录n处理异议的心态n为什么有这么多异议n如何减少客户的异议n处理异议的流程和方法Evaluation only.Evaluatio
14、n only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部异议处理的心态异议处理的心态 拒绝可能产生在任何一个环节。 拒绝反应是客户习惯性的反射动作，面对推销客户会恐惧或疑虑，所有人都一样。所以是反应而不是反对。 拒绝是交谈得以延续的
15、方法，拒绝可以辅助了解客户的想法，找出交易的实际问题，而这正是成功销售不可或缺的基础。 客户提出异议及顾虑时，代表他有参与销售过程，还关心你推荐的产品，反而是一个好的征兆，只要处理得当，必有助于成交。 真正的拒绝是不多的，大多数拒绝只是一种借口！ Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-201
16、1 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部面对客户的异议与顾虑，你应该：面对客户的异议与顾虑，你应该：倾听、认同、澄清、化解！倾听、认同、澄清、化解！Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd.阳光人寿银行保险部目目 录录n处理异议的心态n为什么有这么多异议n如何减少客户的异议n处理异议的流程和方法Evaluation only.Evaluation only.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created w
