xo1999 发表于 2005-6-21 19:59:55

听的技巧—“听其言，观其行”

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<DIV ><IMG><B>听为什么会拉近与顾客的关系？</B><B> </B></DIV>
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<DIV ><B>一、耐心 </B></DIV>
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<DIV ><B>二、关心 </B></DIV>
<DIV ><B>三、别一开始就假设 </B></DIV>
<DIV ><B>            </B><B>明白他的问题</B><B> </B></DIV></DIV></DIV></DIV></DIV></DIV>

xo1999 发表于 2005-6-21 20:04:35

<P><FONT color=#e61abd size=4> 听的五个层次</FONT></P><DIV class=O style="mso-char-wrap: 1; mso-kinsoku-overflow: 1" v:shape="_x0000_s1026"><B>1忽视地听</B></DIV><DIV class=O style="mso-char-wrap: 1; mso-kinsoku-overflow: 1" v:shape="_x0000_s1026"><b>2</b><b>假装在听</b></DIV><DIV class=O style="mso-char-wrap: 1; mso-kinsoku-overflow: 1" v:shape="_x0000_s1026"><b>3</b><b>有选择地听</b></DIV><DIV class=O style="mso-char-wrap: 1; mso-kinsoku-overflow: 1" v:shape="_x0000_s1026"><FONT color=#000000></FONT><DIV class=O style="mso-char-wrap: 1; mso-kinsoku-overflow: 1" v:shape="_x0000_s1026"><B>4全神贯注地听</B></DIV><DIV class=O style="mso-char-wrap: 1; mso-kinsoku-overflow: 1" v:shape="_x0000_s1026"><b>5</b><b>同理心地听</b></DIV></DIV>

xo1999 发表于 2005-6-21 20:05:23

<DIV class=O v:shape="_x0000_s1026"><DIV justify; mso-char-wrap: 1; mso-kinsoku-overflow: 1; mso-line-spacing: '100 50 0'"><NOBR><B>在倾听时应该避免使用： </B></NOBR></DIV><DIV justify; mso-char-wrap: 1; mso-kinsoku-overflow: 1; mso-line-spacing: '100 50 0'"><NOBR><B>你好像不明白</B><B>……</B><B> </B></NOBR></DIV><DIV justify; mso-char-wrap: 1; mso-kinsoku-overflow: 1; mso-line-spacing: '100 50 0'"><NOBR><B>你肯定弄混了</B><B>……</B><B> </B></NOBR></DIV><DIV justify; mso-char-wrap: 1; mso-kinsoku-overflow: 1; mso-line-spacing: '100 50 0'"><NOBR><B>你搞错了</B><B>……</B><B> </B></NOBR></DIV><DIV justify; mso-char-wrap: 1; mso-kinsoku-overflow: 1; mso-line-spacing: '100 50 0'"><NOBR><B>我们公司规定</B><B>……</B><B> </B></NOBR></DIV><DIV justify; mso-char-wrap: 1; mso-kinsoku-overflow: 1; mso-line-spacing: '100 50 0'"><NOBR><B>我们从没</B><B>……</B><B> </B></NOBR></DIV><DIV justify; mso-char-wrap: 1; mso-kinsoku-overflow: 1; mso-line-spacing: '100 50 0'"><NOBR><B>我们不可能</B><B>……</B><B> </B></NOBR></DIV><DIV 1; mso-kinsoku-overflow: 1; mso-line-spacing: '100 50 0'"></DIV></DIV>
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