汽車銷售從新手到高手

目　錄新手篇第一章　汽車銷售越專業(yè)越好：吃透你所售賣的產(chǎn)品世界主要汽車品牌介紹......................................................................................3汽車的詳細(xì)分類..................................................................................................7國產(chǎn)、合資、進(jìn)口車的區(qū)別 ............................................................................10整車的結(jié)構(gòu)及性能............................................................................................13驅(qū)動(dòng)系統(tǒng)............................................................................................................15發(fā)動(dòng)機(jī)分類及參數(shù)............................................................................................19主動(dòng)安全系統(tǒng)....................................................................................................22被動(dòng)安全系統(tǒng)....................................................................................................24懸掛系統(tǒng)............................................................................................................27燈光電路系統(tǒng) ....................................................................................................30汽車識(shí)別碼........................................................................................................32汽車高科技配置 ................................................................................................37第二章　想游泳，先知池水有多深：詳細(xì)了解汽車銷售市場(chǎng)中國汽車市場(chǎng)的現(xiàn)狀以及發(fā)展趨勢(shì) ................................................................ 43中國人汽車消費(fèi)的習(xí)慣....................................................................................46熟練運(yùn)用汽車的常用術(shù)語................................................................................49熟知公司的銷售流程........................................................................................53熟知所售品牌的特點(diǎn)和優(yōu)勢(shì) ............................................................................57熟悉各車型的報(bào)價(jià)組成....................................................................................60第三章　能為客戶排憂解難：熟悉汽車貸款與保險(xiǎn)的辦理汽車貸款需要的條件及材料............................................................................ 64汽車貸款的分類................................................................................................66汽車貸款的流程................................................................................................68汽車貸款費(fèi)用的計(jì)算 ........................................................................................71車險(xiǎn)具體包括的內(nèi)容........................................................................................75車險(xiǎn)辦理的渠道................................................................................................78車險(xiǎn)辦理的具體流程........................................................................................81建議客戶選擇合適的車險(xiǎn)................................................................................83第四章　做最優(yōu)秀的自己：汽車銷售必須具備的個(gè)人品質(zhì)從內(nèi)心喜歡汽車銷售工作................................................................................87自信：我一定能成為金牌銷售員.................................................................... 89耐心：性急做不了汽車銷售 ............................................................................92不怕拒絕：快速調(diào)整心態(tài)，面對(duì)下一個(gè)客戶 ................................................ 95積極主動(dòng)：把汽車銷售工作當(dāng)成事業(yè)來做 .................................................... 98口才出眾：說動(dòng)客戶，生意自然成 ................................................................ 99第五章　態(tài)度至關(guān)重要：給客戶一個(gè)良好的第一印象態(tài)度一致，不要挑選客戶..............................................................................103用微笑拉近與客戶的距離..............................................................................105用握手傳遞信任 ..............................................................................................107稱呼要用合適的敬語......................................................................................110多提問，多傾聽，不要滔滔不絕 ..................................................................114給予客戶適當(dāng)?shù)馁澝?.....................................................................................116著裝大方得體，讓客戶看著舒服 ..................................................................117高手篇第六章　做好客戶接待：打好汽車售賣的基礎(chǔ)接待關(guān)鍵點(diǎn)：自然而熱情 ..............................................................................121如何接待隨便看一看的客戶.......................................................................... 124如何接待愛理不理的客戶..............................................................................127如何接待徘徊不定的客戶 ..............................................................................129如何接待就奔一款車而來的客戶 ..................................................................131如何接待老客戶介紹來的客戶...................................................................... 133如何接待已經(jīng)考察過一次的客戶 ..................................................................135第七章　這樣溝通最有效：搞清楚客戶的需求和購車意向溝通不無的放矢..............................................................................................138購車的欲望是否強(qiáng)烈 ......................................................................................141讓客戶說出購車預(yù)算......................................................................................144購車的主要?jiǎng)右蚴鞘裁?.................................................................................146誰是購車的決策者..........................................................................................149購車時(shí)間是什么時(shí)候......................................................................................151想買什么車型 ..................................................................................................153一次性付款還是按揭付款..............................................................................155第八章　介紹汽車，突出賣點(diǎn)：吸引客戶愛上這款車突出汽車的賣點(diǎn)..............................................................................................159做好汽車介紹的準(zhǔn)備......................................................................................161汽車介紹原則：客戶利益優(yōu)先...................................................................... 163如何做好六方位繞車介紹法 ..........................................................................165做好 FAB 汽車介紹法.....................................................................................167如何介紹汽車的心臟——發(fā)動(dòng)機(jī) ..................................................................169如何回答客戶對(duì)汽車的疑問.......................................................................... 170這樣評(píng)價(jià)競(jìng)爭(zhēng)品牌的汽車..............................................................................171第九章　試乘試駕：注重細(xì)節(jié)，把客戶體驗(yàn)做到位如何做好試乘試駕前的準(zhǔn)備工作 ..................................................................175邀請(qǐng)客戶的同伴一起試乘試駕...................................................................... 177客戶說“起步有點(diǎn)肉”該怎么辦 ..................................................................178客戶說“我擔(dān)心這車跑上幾千公里后出問題”該怎么辦 .......................... 180客戶說“內(nèi)飾塑料感太強(qiáng)”該怎么辦 .......................................................... 181客戶說“空間并沒有想象的大”該怎么辦 .................................................. 183客戶說“噪音有點(diǎn)大”該怎么辦 ..................................................................185客戶說“空調(diào)制冷效果不理想”該怎么辦 .................................................. 187客戶說“車子開著有點(diǎn)飄”該怎么辦 .......................................................... 188客戶說“音響效果不好”該怎么辦 .......................................................... 190客戶說“座椅不是真皮的”該怎么辦 .......................................................... 192客戶說：“天窗讓我沒有安全感”怎么辦 .................................................. 194如何做好試乘試駕過程中各種細(xì)節(jié)方面的提醒 .......................................... 195做好試乘試駕的安全措施 ..............................................................................198第十章　排除購車異議：讀懂拒絕，把“NO”變成“YES”正確而理性地對(duì)待客戶的異議...................................................................... 201異議 1：我不想選國產(chǎn)品牌，想選合資品牌 ............................................... 204異議 2：我想和家人再商量一下 ...................................................................207異議 3：這車不錯(cuò)，但就是太貴了 ............................................................... 209異議 4：你們店的報(bào)價(jià)怎么比網(wǎng)上貴這么多 ............................................... 211異議 5：其他城市的價(jià)格比你們低很多 ....................................................... 212異議 6：我不要贈(zèng)品，想要抵現(xiàn)金 ............................................................... 215異議 7：還是太高，再便宜點(diǎn)吧 ...................................................................217異議 8：你們經(jīng)理還有優(yōu)惠的權(quán)限，你去問一下吧 ................................... 220第十一章　快速成交：使用“柔掌”推客戶最后一把成交關(guān)鍵點(diǎn)：不拖泥帶水..............................................................................224敏銳地捕捉成交信號(hào)......................................................................................225通過讓步快速完成交易..................................................................................227通過對(duì)比促成交易..........................................................................................229通過二選一的方法促成交易 ..........................................................................232利用從眾心理促成交易..................................................................................233巧用激將法促成交易......................................................................................235利用假設(shè)成交法促成交易..............................................................................238運(yùn)用機(jī)會(huì)成交法促成交易..............................................................................239利用富蘭克林成交法促成交易 ......................................................................242利用惜失成交法促成交易..............................................................................243運(yùn)用冷淡成交法促成交易..............................................................................245第十二章　完美交車：走好售車流程的“最后一公里”交車關(guān)鍵點(diǎn)：認(rèn)真細(xì)致 ..................................................................................250交車 PDI 確認(rèn)..................................................................................................251做好交車的各項(xiàng)準(zhǔn)備 ......................................................................................254車輛交接過程..................................................................................................256給客戶進(jìn)行技術(shù)講解......................................................................................258舉行交車儀式..................................................................................................260幫助客戶辦理臨時(shí)牌照..................................................................................262幫助客戶辦理保險(xiǎn) ..........................................................................................263送別客戶..........................................................................................................265第十三章　回訪跟蹤：以優(yōu)質(zhì)服務(wù)贏得良好口碑回訪關(guān)鍵點(diǎn)：不要怕麻煩 ..............................................................................268要在短期內(nèi)進(jìn)行首次回訪..............................................................................270做好回訪前的準(zhǔn)備工作..................................................................................273利用回訪促進(jìn)重復(fù)銷售或交叉銷售 .............................................................. 275耐心對(duì)待客戶的抱怨......................................................................................277