Presentation Transcript

1. How to Build Trust and Rapport with Demanding Customers in Difficult and Challenging Situations?如何与苛刻的客户在富有挑战的情况下建立信任与默契？

2. Demanding Customer Situations苛刻客户情况 • What are some of the demanding customer situations that you faced?你曾遇过哪些苛刻客户情况？ • What is the job title of the customer?客户的职位是什么？ • What did you do?你如何处理？

3. Some Examples of Demanding Customer Situations 苛刻客户情况例子 • Insisting on changing product delivery dates, either by postponing deliveries, OR by bringing forward the delivery dates 坚持更换送货时间 • Insisting on shorter lead times that are much shorter than the industry standard需要你做出迅速反应时间 • Frequent changes in requirements经常更换要求 • Blaming you for their own mistakes将自己的过失推到你头上

4. So, why do customers behave like that? 为什么客户会这样呢？

5. Understanding the Predicament of Customers 了解客户的困难 • Some customers are not decision makers 有些客户不是决策者 • Some face internal pressures too 有些则面临内部压力 • Some don't have the right skills and knowledge to deal with the situation有些没有正确的知识与技能解决他们的难题 • Some have needs that are not met有些则还有一些需求没满足

6. How do you Build Trust with Customers? 你该如何与客户建立信任？ • People trust others who takes care of them 人们信任那些会会他们着想的人 • People trust others who are trusted by their friends人们信任他们的朋友所信任的人 • People trust others who are like them 人们信任那些相似自己的人

7. Rank the Shapes Below According to Your Preference

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9. So how do You Deal with Demanding Customer Situations in Creative Ways? 那你该如何以更创意的方法处理苛刻客户情况？

10. Introducing Lateral Thinking 平行思考入门

11. de Bono • Harvard Business Review China Annual Master Forum 28 Oct 2011 in Shanghai 德博诺 • 《哈弗评论》2011年度大师论坛 上海 2011年10月28日

12. 行千里而不劳者，行于无人之地也 If you can march 1,000 miles and not feel tired, you will be undefeatable

13. Q&A Contact info@directions-consulting.comfor more details, OR log on to: www.psycheselling.com/page4.html to get monthly updates OR http://cydj001.blogbus.com for the Chinese updates