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1、专业英语演讲商务案例ARTICLESentencesWordsknowledgeIt 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 what they say itll do and striving for exceptional customer service.However,if you do this
2、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.I can remember the days when a motor car was difficult to start on a winters morning.When a teleph
3、one 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 money back immediately.We now take this kind of reliability and service for granted.To give your business
4、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 humans is-they dont always make decisions logically.Customers are driven by their emotions and they make decisions
5、about organisations based on their interaction with the people in the business.Theyll even forgive your mistakes if they like your business.So what do we need to do to ensure the likeability factor?Run your eye down the following list and see how many you can tick off:*We always have a genuine smile
6、 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.*We give the impression that we care and are interested in the customer.*We emphasize with problems and complaints and res
7、pond 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 customer the way they want to be treated,not the way we want to be treated.If youve got lots of ticks then you probably have lo
8、ts 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 employee 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
9、drivers,accountants,engineers,managers or directors.)How many ticks did you get this time?Lots of ticks mean your staff like you and it probably follows that your customers do as well.Have you noticed how being likeable cost so little?A lot less than advertising or other promotional activity require
10、d to replace lost customers.Working a little bit harder on the emotional connection with your customers will increase your likeability factor and ensure they-stay,say and pay.Discover how you can generate more business without having to cold call!Alan Fairweather is the author of How to get More Sal
11、es without Selling This book is packed with practical things that you can do to-get customers to come to you.Specialized knowledge20-80 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.)Thanks！此课件下载可自行编辑修改，仅供参考！此课件下载可自行编辑修改，仅供参考！感谢您的支持，我们努力做得更好！谢谢感谢您的支持，我们努力做得更好！谢谢