汽车销售流程及其应用目录第一章客户开发............................................................................................................................1引言..........................................................................................................................................1汽车销售流程..........................................................................................................................1客户开发的准备.......................................................................................................................2制定开发潜在客户的方案.......................................................................................................3访问、接待前的准备...............................................................................................................6与客户建立互信关系...............................................................................................................7第二章客户接待............................................................................................................................8必要的商务礼仪.......................................................................................................................8了解来店客户的心理状态及其应对方法...............................................................................9心理状态..........................................................................................................................9应对方法........................................................................................................................10做好来店/电及意向客户的管理...........................................................................................13第三章需求咨询..........................................................................................................................16了解客户的需求.....................................................................................................................16认真地聆听............................................................................................................................17分析和帮助客户解决疑难问题.............................................................................................19第四章车辆的展示与介绍...........................................................................................................21车辆展示的要点.....................................................................................................................21绕车介绍................................................................................................................................23车辆介绍的技巧与方法.........................................................................................................25第五章试乘试驾..........................................................................................................................27试乘试驾的流程.....................................................................................................................27执行流程与客户的参与和确认.............................................................................................28第六章处理客户的异议...............................................................................................................30异议的产生不可回避....
