推銷(xiāo)過(guò)程有幾個(gè)階段？推銷(xiāo)技巧的重要性是什么？
（1）推銷(xiāo)過(guò)程
推銷(xiāo)過(guò)程可以分為四個(gè)階段，即培養階段、誘導階段、清障階段、鞏固階段。
培養階段，客人對推銷(xiāo)的產(chǎn)品鏈接甚少，或者一無(wú)所知，推銷(xiāo)人員工作的重點(diǎn)是在客我之間形成信任感，建立良好的溝通關(guān)系。推銷(xiāo)人員影向客人提供有關(guān)本人、所代表的酒店以及產(chǎn)品特色等方面的信息，并介紹訪(fǎng)問(wèn)目的；同時(shí)，推銷(xiāo)人員應向客人提出與推銷(xiāo)目的有關(guān)的問(wèn)題，以了解客人的需求。
誘導階段，客人對產(chǎn)品仍不了解，但是卻開(kāi)始發(fā)生興趣，推銷(xiāo)人員工作的重點(diǎn)是確認客人的需求，針對客人的實(shí)際情況，量體栽衣，為客人定制解決問(wèn)題的方案，為此，推銷(xiāo)人員一方面應詳細的介紹產(chǎn)品有關(guān)的信息，并引導客人認識產(chǎn)品；另一方面，通過(guò)溝通交流，鼓勵、誘導客戶(hù)發(fā)表看法，以便較全面地掌握客人的真實(shí)想法和面臨的問(wèn)題，據此，推銷(xiāo)人員向客人提供解決問(wèn)題的方案。
清障階段，客人對酒店的產(chǎn)品有了相當的了解，但是還心存疑慮，推銷(xiāo)人員的工作重點(diǎn)是強化產(chǎn)品給客人帶來(lái)的好處，以消除客人心中的障礙。推銷(xiāo)人員應與客人展開(kāi)積極的討論，耐心地解答客人的問(wèn)題。
鞏固階段，客人對
酒店品牌設計產(chǎn)品有了相當的了解，并且愿意購買(mǎi)，推銷(xiāo)人員應當抓緊時(shí)機，促使客人實(shí)現購買(mǎi)，并在客人消費的最初時(shí)期，及時(shí)詢(xún)問(wèn)客人使用產(chǎn)品的感受，及時(shí)處理客人提出的問(wèn)題；同時(shí)，及時(shí)地宣傳客人滿(mǎn)意的事列，開(kāi)始新的推銷(xiāo)過(guò)程，爭取更多的客人。
（2）推銷(xiāo)技巧
①推銷(xiāo)人員的外貌和氣質(zhì)對推銷(xiāo)的成功至關(guān)重要
見(jiàn)面后，首先映入客人眼簾的是服飾，因此，推銷(xiāo)人員應重視自己的服飾，一位外表整潔的銷(xiāo)售人員是引起客人購買(mǎi)欲的先決條件，推銷(xiāo)人員的著(zhù)裝要符合個(gè)人年齡、性別、身份、環(huán)境、風(fēng)俗習慣，依著(zhù)最好嚴謹樸實(shí)，女推銷(xiāo)人員服飾以較保守一點(diǎn)的為好，忌過(guò)于時(shí)髦；發(fā)型整潔，頭發(fā)要梳洗得干凈利落，女推銷(xiāo)人員的頭發(fā)要樸素大方，不可長(cháng)發(fā)披肩；男推銷(xiāo)人員的胡子要每日一刮；女推銷(xiāo)員的化妝要盡可能輕淡，絕不可濃妝艷抹；指甲要刷洗干凈，不的涂指甲油；皮鞋要擦光亮，服飾要燙平整；保持口腔衛生?？傊?，應給人干凈、整潔、值得信賴(lài)的印象。
②推銷(xiāo)人員的談吐舉止要落落大方，談吐得體
在推銷(xiāo)過(guò)程中，推銷(xiāo)人員應避免發(fā)生以下行為：語(yǔ)速太快、吐字不清、語(yǔ)言粗俗；聲音粗啞、有氣無(wú)力、說(shuō)話(huà)不冷不熱；批評、挖苦、吹牛、撒謊；油腔滑調、沉默寡言；太隨便、死皮賴(lài)臉、死磨活纏；挖耳搔頭、聳肩、吐舌、咬指甲、舔嘴唇、腳不住地抖動(dòng)；不停地看表、東張西望、慌慌張張等。
③禮儀禮貌是推銷(xiāo)工作的基本要求
推銷(xiāo)人員應以誠懇、熱情、友好、謙虛的態(tài)度去對待客人，一定要讓和你接觸的客人感到舒服、愉快和被尊重。
④推銷(xiāo)人員應注重體態(tài)語(yǔ)言的交流
體態(tài)語(yǔ)言通過(guò)面部、軀干、臂膀、手和腿五個(gè)部位得以表現，包含大量的信息。在推銷(xiāo)過(guò)程中，推銷(xiāo)人員不僅應當注意對方的體態(tài)反應，更應調節自身的舉手投足。
推銷(xiāo)人員自然大方的體態(tài)，例如，目光柔和直視，坦然的手勢，身體端坐等，會(huì )使客人產(chǎn)生積極的印象。相反，如果推銷(xiāo)人員在客人說(shuō)話(huà)時(shí)東張西望，坐立不安，緊張，雙手緊握，姿勢不當就會(huì )讓客人產(chǎn)生消極的印象，導致推銷(xiāo)失敗。
客人在不同的情況下，體態(tài)反應也是不同的。推銷(xiāo)人員應當根據客人的反應進(jìn)行調整：
客人交叉雙臂，表明他處于防衛狀態(tài)，對于推銷(xiāo)者或產(chǎn)品心存疑慮，推銷(xiāo)人員應耐心待之，不應急于求成；
客人手指敲擊桌面，說(shuō)明推銷(xiāo)的方式或內容令其不耐煩，推銷(xiāo)人員應當及時(shí)引起對方興趣；
客人主動(dòng)點(diǎn)煙，是一個(gè)積極的信號，可以要求對方成交；
客人一手托腮，代表客人很注意聽(tīng)到的信息，并且表現出極大的興趣；
客人手放在嘴的上方，有可能客人在說(shuō)謊；
客人指捏鼻梁，反映客人在思考，推銷(xiāo)人員應耐心等待對方作出決定；
客人面部向下，因為客人不感興趣，不宜進(jìn)行下一項內容；
客人緊皺眉頭且聲音提高，此時(shí)應采取措施消除客人的極度緊張感，不應再繼續推銷(xiāo)。
⑤注意以下事項
清楚地介紹自己：自己的姓名，酒店的名稱(chēng)，來(lái)訪(fǎng)的理由，不要認為他已認識你，知道你要干什么。
立即切入主題，不浪費客人的時(shí)間，否則會(huì )令人反感；一切不必要的話(huà)少談，避免話(huà)題扯遠了，達不到訪(fǎng)問(wèn)的目的。如果客人把話(huà)題扯開(kāi)，就只好順著(zhù)他，不必總要拉回來(lái)言歸正傳。
使客人感到被訪(fǎng)問(wèn)的重要性，這樣，他會(huì )更樂(lè )于傾聽(tīng)你的談話(huà)。
不可輕易承諾自己無(wú)法兌現的事。
永遠贊成顧客的觀(guān)點(diǎn)，即使你認為他的觀(guān)點(diǎn)是錯誤的，也應該說(shuō)：“對，但是......”并技巧地解釋你的原因，千萬(wàn)不要與顧客爭吵。
學(xué)會(huì )使用借鑒和參考，告訴他某某重要組織曾在你的酒店舉辦過(guò)宴會(huì )，并給了很高的評價(jià)。
拜訪(fǎng)結束時(shí)，一定要向客人致謝，即使他并沒(méi)有給你什么滿(mǎn)意的結果，因為他肯抽時(shí)間與你談話(huà)，已經(jīng)是幫了你的忙。
There are several stages of the selling process? What is the importance of selling skills?
(1) selling process
The selling process can be divided into four stages, and culture stage induction stage, the wrecker stage, the consolidation phase.
Training stage, guests rarely sell the product links, or know anything about sales personnel work focuses on the formation of a sense of trust between the passenger and I to establish a good communication relationship. Sales personnel Shadow offers I represent the information of the hotel as well as product characteristics, and describes the purpose of the visit; the same time, sales personnel should be guests of the issues related to the marketing purpose, in order to understand the needs of guests.
Induction phase, the guests still do not understand the product, but interested, the focus of sales personnel to confirm the needs of the guests, for the guests of the actual situation, the amount of planted clothing, guests customized solutions to the problem, for which marketing staff on the one hand should be described in detail related to the product information and guide the guests recognize the product; the other hand, communication and incentives to motivate customers to express their views for a more comprehensive grasp of the true idea of ??the guests and the problems faced accordingly. marketing staff to the guests providing solutions to the problem.
Wrecker stage, the guests of the hotel's products have a considerable understanding, but also doubts about the marketing staff focus is to strengthen the benefits of the products to the guests, to eliminate barriers to the hearts of the guests. Sales personnel should be conducted active discussions with the guests, and patiently answers the problem of the guests.
Consolidation phase, guests have a considerable understanding of the product, and willing to buy, sell should seize the opportunity, prompting guests to buy it, ask the guests to use feelings and in the guests consumption initial period, in a timely manner, timely processing of the issues raised by the guests; in a timely manner to promote guest satisfaction column, start a new sales process, and strive for more guests.
(2) selling skills
① sales personnel appearance and temperament critical to the success of the marketing
After that meeting, the first thing that catches the guests eyes costumes, therefore, sales personnel should pay attention to their own clothing, a clean and tidy appearance of sales personnel is caused by the guests desire to buy a prerequisite for the dress of the sales personnel to meet the individual age, gender, identity , environment, customs, in accordance with the best rigorous and simple, the female sales staff dress more conservative for good, avoid too fashionable; hair neat, hair grooming a clear-cut, the hair of female sales personnel to be simple, generous, can not be long hair shawls; the beard of the male sales staff to be day scraping; the saleswoman makeup as faint, and never can be heavy make-up; nails should scrub clean, not nail polish; shoes to rub bright, clothing iron formation ; to maintain oral hygiene. Gross, should give a clean, tidy, and trustworthy impression.
② sales personnel of the conversation and behavior graceful conversation appropriate
In the selling process, sales personnel should avoid the following behavior occurs: Speed ??too fast, slurred speech, vulgar language; sound gruff, weakly, speaking neither hot nor cold; criticism, sarcasm, bragging, lying; glib, reticent; too casually , Sipilailian, die grinding live entangled; dig ear scratching its shrugging, tongue biting, licking, feet, unable to shake; kept his watch, look around, panic, etc.
The ③ etiquette courtesy of the basic requirements of the marketing efforts
Sales personnel should be sincere, warm, friendly, humble attitude towards the guests, be sure to let you in touch with the guests feel comfortable, happy and respected.
④ sales personnel should pay attention to body language of communication
Body language to manifest through the five parts of the face, trunk, arms, hands and legs, and contains a lot of information. In the selling process, sales personnel should not only pay attention to each other's body reaction should be to regulate their own gestures.
The natural generosity of the body of the sales personnel, for example, eyes soft and look straight into the calm gestures, body sitting, guests will have a positive impression. Conversely, if the sales personnel look around when guests talk, restlessness, nervousness, hands clasped, poor posture will allow guests to have a negative impression, leading to the marketing failure.
Guests in the different body reaction is different. Sales personnel should be adjusted according to the reaction of the guests:
Guests cross arms, that he is in a defensive state, doubts about marketing or product marketing staff should patiently wait, should not be anxious;
Guests finger tapping the desktop, the way to sell or make it impatient, sales personnel shall promptly cause the other party interested in;
Guests active cigarette, is a positive signal, you can ask for transaction;
The guests handedly Tuosai on behalf of the guests pay attention to hear the information, and showed great interest in;
Guests hand on the top of the mouth, there may be guests lying;
Guests pinch the bridge of the nose, reflecting the guests thinking, sales personnel should be patient and wait for the other side to make a decision;
Guests face down, because the guests are not interested in, not the next item;
Guests frown and improve the sound, should take measures to eliminate the extreme tension of the guests, should no longer continue to sell.
⑤ note the following
Clearly introduce themselves: their name, the name of the hotel, the reasons for visiting, do not think he has to know you, know you want to do.
Now cut to the chase and not waste the time of the guests, otherwise objectionable; less about all the unnecessary words, to avoid the topic pull away, and up to no purpose of the visit. If the guest topic tear, they had followed his, do not always have to pull back to get down to business.
Make the guests feel the importance of being accessed, so that he will be more willing to listen to your conversation.
Not make rash promises they can not cash.
Always in favor of the customer's point of view, even if you think his view is wrong, and should also say: "Yes, but ..." and to explain your reasons, do not quarrel with the customer.
Learn to use as reference, and told him of certain important organizations held a banquet in your hotel, and gave a high evaluation.
Visit the end, must be accountable to the guests to thank, even if he does not give you satisfactory results, because he is willing to take the time to talk with you, help you busy.
