Chapter 1 ｜ 建立关系，让客户喜欢你
Building Relationships
Unit 1 ︱与客户聊天建立感情 Killing Time with Customers
状况1 令人印象深刻的自我介绍Impressive Self-Introduction
状况2 嘘寒问暖表示关心Expressing Concern
状况3 多多赞美，让客户开心Praising Customers
状况4 分析市场情报，赢得客户信任Market Intelligence Analysis
Unit 2 ︱打电话的基本礼仪 Essential Telephone Etiquette
状况5 接到老外的来电别紧张Receiving a Call from a Foreigner
状况6 请对方留言，稍后回电Leaving a Message
状况7 打电话给大客户要有礼貌Calling to a VIP Customer
状况8 打错电话就要道歉Misdialing a Number
Unit 3 ︱接待远道而来的贵宾
Receiving the Distinguished Guests
状况9 预约见面其实很简单Making an Appointment
状况10 到机场接机要注意细节Picking up at the Airport
状况11 当个尽责的一日导游A Dedicated One-Day Tour Guide
状况12 招待贵宾吃大餐Treating Guests with a Big Meal
状况13 陪客户选购纪念品Buying Souvenirs
Chapter 2 ｜ 展现销售技巧，让客户买单
Showing Sales Skills
Unit 1 ︱营销高手就是这样介绍产品
Becoming a Marketing Expert
状况14 靠功能取胜的务实营销Functional Marketing
状况15 把对方捧上天的营销法Pleasing Your Customers
状况16 让对方不买不行的营销法Persuading Customers to Buy
状况17 虚张声势的营销法The Bluff Marketing Methods
Unit 2 ︱价钱谈判有技巧Price Negotiations
状况18 杀价与还价，谈个好价格Bargaining the Price
状况19 签合约要注意细节Signing Contracts
状况20 确认订单和出货事宜 Confirmation of Order and Delivery Issues
状况21 确认付款事宜Confirmation of Payment
Chapter 3 ｜ 维持良好关系，让客户忘不了你
Maintaining Relationships with Customers
Unit 1 ︱妥善处理顾客投诉Handling Customer Complaints
状况22 投诉食物品质Complaining about Food
状况23 要求退换货Returns and Exchanges
状况24 投诉货物迟交Complaining about Shipping Delays
状况25 要求产品维修Product Maintenance
状况26 提出索赔与处理赔偿Making/Settling a Claim
Unit 2 ︱让客户百分百满意
Keeping Your Customers 100-Percent Satisfied
状况27 询问客户满意度Asking for Customer Satisfaction
状况28 与客户保持联络Keeping in Touch with Customers
状况29 逢年过节要送上祝福Holiday Greetings
状况30 客户有喜别忘道贺Congratulations
