Viettel Nam Bat Tam Ly Khach Hang 0409 Tung DX

8/14/2019 Viettel Nam Bat Tam Ly Khach Hang 0409 Tung DX

1/33

Qu trnh dn ti quyt nh mua hng (v

kha cnh tm l)

Tm li: nn a nhng quy lut/tnh chtc bn lin quan n tm l ca ngi mua

lm nn tng cho hc vin hiu tm lca ngi mua l nh th no, sau sangphn hai ni v nhng k thut hiu tml ca ngi mua.


2/33

K nng nm bt tm lI. V sao phi nm bt tm l khch hng:

a. Qu trnh mua hng xy ra nh th no:(Nghin cu ca AC Nielsen 2006)

S tht 230%Mua thc & cm nhn

40%Quyt nh mua50%Mun mua hng

60%Thch hngKhong

m

90%C cm tnh

S tht 1100%Nghe niKhonh khcT l % khch hngGiai on


3/33


b. Tm l trong chm sc v thuyt phc khchhng:

-

Hnh ng bn hng c thc hin mini, mi lc v vi tt c mi ngi.- Bn c hay khng ph thuc vo mi quan

h gia ngi mua v bn ch khng phivo mt hng.

- iu tin quyt phi bit l khch hng mung, theo cch nh th no v tm l ca hlc mua.


4/33

K nng nm bt tm l

Bi tp:

Mt khch hng vo ca hng ca

anh ch. H ch mun tm hiu quaxem Vietel l g. Vt bn y lg? Phi nm bt tm l g cakhch hng bn cho hiu qu?


5/33


c. Nm bt tm l iu khin l tr v tnhcm ca khch hng:

- L tr v tnh cm: S giao thoa cahai thc th khng th tch ri trit.

- S tip nhn s tht da trn 2 yu tnh lng v nh tnh.

- Nm bt tm l bao gm s hiu thucu trc kt hp ca tnh cm v l trcng nh yu t nh tnh v nhlng.


6/33

K nng nm bt tm l

Bi tp:Vn vi tnh hung khch hng gh

thm tm hiu Vietel. Anh/ch tcng mt cch tch cc vo l tr vtnh cm ca khch hng nh thno?


7/33

K nng nm bt tm lII. Cc dng quyn lc ca con ngi:

a. Ti sao phi xc nh cc dng quyn lc:

-Mi c nhn u c s t ho v bn thn theo nhnquan ca ring h.-Mi c nhn u i hi c mt ch ng nht nhtrong x hi.-Ham mun c tn trng v kh nng, c tnh, v trca bn thn trong tm tr mi c nhn.

-S t hnh thnh v pht trin cc dng quyn lc datrn ham mun c tn trng.-Xc nh c dng quyn lc ca i tng, chng tas tc ng c ti tm l ca h.


8/33

K nng nm bt tm l

II. Cc dng quyn lc ca con ngi:b. Dng quyn lc tru tng

-Hnh nh bn ngoi: Hp thi th theo xu

hng thi trang hin ti. V d: Din vin gii,ca s c cht ging c bit, mu qun o, dng thi trang.-Danh ting: Chun chung c c x hi, cng

ng xy dng v chp nhn. V d: Con nginhn ngha, dng di trm anh th phit caLu B trong thi lon lc cui i Hn.


9/33

K nng nm bt tm lII. Cc dng quyn lc ca con ngi:

a. Dng quyn lc c thc

-Ngun lc (thin nhin, nhn to): Du m,

nc sch, khong sn, nhn s,-Tin (cc loi phng tin ging tin): Thco chung ca gi tr-Quyn lc: t trong h thng ca mt t

chc-Kin thc: Xt trong bi cnh kinh t tri thchin nay


10/33

K nng nm bt tm l

Bi tp:

Vi mt khch hng ti ca hng

anh ch ln u, quyn lc ca h lg?Vi mt khch hng lu nm caVietel, quyn lc ca h l g?


11/33

K nng nm bt tm l

III. Cc k thut nm bt tm lkhch hng:

a. Hy qun bn thn mnh: B mtca nhng ngi gii tm l.

Nguyn l: Tm qun bn thn, binmnh thnh chic rada thm d khch

hng v thch ng vi mi t tng tringc vi quan im ca mnh.


12/33

K nng nm bt tm lIII. Cc k thut nm bt tm l khch

hng:- Tony Robbins: Khng kch bn: Khikhng c kch bn, chng ta khng b giihn v nhng quy lut v v th c thcm nhn r tnh quy lut trong tm lca ngi i thoi.- P&G: Gip mua hng ch khng bnhng. Ngi bn hng phi thun theo tm hiu tm l ca ngi mua trckhi un nn tm l ngi theo hngc li cho mnh.


13/33


hng:- Steven Covey: Hiu ngi khc trc

khi h hiu mnh. c th thc hinc nguyn l win win, mi ngi uphi t tha hip trc khi c ngikhc tha hip.- Vng Hng Trai: X k tng nhnca Hnh Quyn. Chin thng i thbt u t tm sau mi n chinlc v c th.


14/33

K nng nm bt tm l

Bi tp:

Hy nu mt s suy ngh sai (dn

ti hnh ng sai) ca ngi bn dokhng tm qun c tnh ch quanca mnh khi lm vic vi khchhng dn ti vic khng nm bt

c tm l ca h? Khc phc rasao?


15/33

K nng nm bt tm lIII. Cc k thut nm bt tm l khch hng:

b. Tm hiu v khch hng trc khi gp h:- T nhng chi tit nh nht v c nhn:

- Tn: Phc tp hay n gin, c phi thuc

v mt dng h c bit no khng- Tui v gii tnh: tui, tm l thi i,nam hay n

- Ngh nghip: Ngh nghip to nn thiquen, thi quen to nn tnh cch.

- Qun o, thi quen chi th thao, s thch

khc,..- T h s c: Mi chi tit trong h s u c thcho ta bit mt iu g c bit v i tng.


16/33


- Tnh cch thng thng ca h: L im phbin chung ca nhng ngi cng thi i, la tui,ngh nghip, ni sinh sng, li sng nh ca khch

hng.- Tnh trng tm l hin thi: Khch hng ang c tm trng no c bit v mt tc nhn no bt ng t bn ngoi hay khng.- C tnh c o ca bn thn: c im ring c

khng ging bt k ai ca i tng. Nhiu khi yl im lm thay i ton b tnh cch ca nhnvt.


17/33

K nng nm bt tm l

Bi tp:

Cn c theo kinh nghim ca anh

ch, c bao nhiu dng khch hng?Tm l c trng ca tng dngkhch hng?


18/33


hng:c. Tm hiu trc tip qua cc gic quan:- Sc p ca x hi v khi nim hnhnh, tnh cm, suy ngh tiu chun ca cnhn to nn bc mn che y con ngitht bn trong mi c nhn.- Trang thi ng ca giao tip trong ln

u tip xc: S che giu tnh cm, suyngh tiu cc v l cc suy ngh tchcc trong ln tip xc u tin.


19/33

K nng nm bt tm l

III. Cc k thut nm bt tm lkhch hng:- Qu trnh s dng 6 gic quan pht hin i tng giao tip:- Mt s th thut bt tay ca ngi

Trung Quc- Bi tp nghe hoc nhn ca ngi lm

bo- Nguyn tc Vng Vn- Vn Thit

ca ng Y


20/33

K nng nm bt tm lIII. Cc k thut nm bt tm l khch hng:d. Tm hiu qua tm l hc hnh vi:

- Tm l hc hnh vi trong giao tip.- S dng tm l hc hnh vi xc nh suy ngh

v cm ngh ca i tng.- S nht qun trong suy ngh bn trong v hnhng bn ngoi.- Nguyn tc to ra hnh ng v thc ca itng.

- Tch ri suy ngh bn trong v hnh ng bn

ngoi. - Ph v nhp bng cch to ra im ngng nghoc t ph khu.


21/33

K nng nm bt tm lIII. Cc k thut nm bt tm l khch hng:d. Tm hiu qua tm l hc hnh vi:Mt s v d:

- Trng hp tuyn dng ca d n NASA

- Bn hng qua vic thay i v tr ngi v v tr tayca ngi mua.- Hnh ng din thuyt ca cc din gi co to.- Tng tc gia cc v tr c th ca cc v s trnu trng.


22/33


hng:e. Tm hiu theo ch vit v t dng:

- Khi nim vt ngoi vi th hin tnh cch.- Khi nim hnh vi lp li nhiu ln to

nn thi quen, thi quen to thnh hnhng v thc.

- Ch l ngi: Suy nghHnh ng vit

(V thc) Ch. Ch l vt ngoi vi gnnht v th hin r nht tm tr tht cangi vit.


23/33


e. Tm hiu theo ch vit v t dng: (tip)- V tr ch trong c trang giy- Chiu ngang hay chiu cao ca nt ch.- Hng sang phi hay tri ca ch- ln nh, u, dc ch- Ch xt theo quan im tam phn ngang v dc

ca tng hc- Khong cch gia cc k t- Mt s du hiu c th ca ch (nt trn, nt gy,

nt nhn, ch k,..)


24/33


hng:e. Tm hiu theo ch vit v t dng: (tip)

- Cch s dng t chuyn mn, cch lgii vn ca chuyn gia v ngithng khc nhau nh th no.- Vic suy ngh bng gic quan th hinqua t dng (th gic, thnh gic, xcgic..- S t tin v thi tch cc hay tiucc qua t dng: Tn sut xut hin canhng t tiu cc v tch cc.


25/33


f. Tm hiu theo nhn tng hc:- Hu tm v tng, Tng ty tm sinh. Hu

tng v tm, tng tng tm dit Ma Y ThnTng Ton Bin

- Tm l thng tn mt c nhn qua nhntng. Cc b mu s chung lm nn tnh cch conngi.- Tm l t bin v s biu hin trong nhn tng.- Tham kho: Mt s dng hnh tng trong Nhn

tng hc: nng ny bnh tnh; l thuyt thcdng; ngay thng di tr.- Nguyn tc: Thanh Thn Kh Sc ca Nhntng hc


26/33


g. Tm hiu theo dng suy ngh:- Xa b t duy ch quan- Tm hiu trc quan suy ngh ca i

tng:- t mnh vo v tr i tng theo c l

tr v tnh cm:- Suy rng v d on ch n ca dng

suy ngh.


27/33


h. m th vi khch hng:- Tm l thng thng khi mt ngi ni di hoc

che y.- K thut bc i lp v che y bc l duhiu ni di:

- K thut tng l 3 ln- K thut hi b bc che du bc suy lun- K thut hi li sau khi nh trng lng.

- Ch : Trng thi t nhin ca vic m th.


28/33

K nng nm bt tm lBi tp:

Hy nu cc du hiu tm l c trngca cc i tng khch sau y:

- Khng hiu bit nhng li t ra c nhiukin thc, ti ca hng khoe chkhng phi mua hng.- Ch ch gy s ti ca hng ch khng

phi ti mua hng v dch v.- Ch ch th thch nng lc ca nhnvin ch khng mun mua hng.


29/33


i. To lp mi trng thc t hoc xc cm vi khchhng:

-

Cc loi mi trng to lp th tm li tng: Mi trng thc t, mi trngtm l.

- Xc nh s thch, pht trin ng cm,

kch thch bt pht v s thch ca itng h bc l tm l tht s camnh.


30/33

K nng nm bt tm l

III. Cc k thut nm bt tm l khchhng:

k. K thut thu ht bc l tm l:

- Nguyn l c qua c li trong x s.- To s ng cm bc l tm l- Thu ht bc l qua vic t bc l: Trnh

l liu v c th.


31/33

K nng nm bt tm l

Bi tp:

Mt khch hng ca anh ch c vrt chn nn khi s dng dch vca cng ty. Anh/ch c th khi gi h bc l suy t ca mnh nhth no?


32/33


33/33

K nng nm bt tm l

Documents

Viettel Nam Bat Tam Ly Khach Hang 0409 Tung DX