,Inhoudsopgave
1 Hoofdstuk 1 - Klantgerichtheid ....................................................................................0
1.1 Stakeholders................................................................................................................... 1
1.2 Klantgerichtheid = .......................................................................................................... 1
1.3 De vijf basiselementen bij klantgericht communiceren ................................................... 2
2 Hoofdstuk 2 - Efficiënt verkopen ..................................................................................2
2.1 Belangrijke vaststellingen ............................................................................................... 2
2.2 De cruciale businessvraag ............................................................................................... 3
2.3 Dienen doet verdienen ................................................................................................... 3
2.4 Het salesproces .............................................................................................................. 3
2.5 Salesfunnel ..................................................................................................................... 4
2.6 Wat is een lead? ............................................................................................................. 4
2.7 Functie van sales ............................................................................................................ 4
2.8 Voorbereiding van een verkoopgesprek.......................................................................... 5
2.8.1 Wat is een sales pitch ................................................................................................................. 5
2.8.2 Een salespitch geven ................................................................................................................... 5
2.8.3 Behoeften – beleven – resultaten .............................................................................................. 6
2.8.4 De verkoper is vaak commercieel té dominant. ......................................................................... 6
2.8.5 Verkopen is overtuigen/overhalen via aantonen ....................................................................... 8
2.8.6 Hoe gevoelens opwekken? ......................................................................................................... 9
2.8.7 Wat verkoop je?.......................................................................................................................... 9
2.8.8 Pas af en toe het ‘vanzelfsprekendheidsprincipe’ toe!............................................................... 9
3 Hoofdstuk 3 - Efficiënt Communiceren........................................................................ 10
3.1 Communiceren in een notendop................................................................................... 10
3.2 Soorten basisstijlen communiceren .............................................................................. 10
3.2.1 Multiperceptioneel communiceren .......................................................................................... 10
3.2.2 Face to face communicatie ....................................................................................................... 10
3.3 Verkopen is ook beïnvloeden........................................................................................ 11
3.4 Verkopen is ook beïnvloeden via de ogen ..................................................................... 11
3.5 Verkopen is ook beïnvloeden via kleuren ..................................................................... 11
3.6 Verkopen is ook beïnvloeden via handentaal................................................................ 12
3.7 Verkopen is ook beïnvloeden via voelen ....................................................................... 12
3.8 Verkopen is ook beïnvloeden via neus .......................................................................... 12
3.8.1 Geuren en hun werking: ........................................................................................................... 12
3.8.2 Praktische geurvoorbeelden : ................................................................................................... 13
3.9 Verkopen is ook beïnvloeden via kledij en uiterlijk ....................................................... 13
3.10 Verkopen is ook beïnvloeden via het geven van + keuzes ............................................. 13
3.11 Verkopen is ook beïnvloeden via de volgorde waarin je voorstellen communiceert ...... 14
, 3.12 Communicatietips voor sales : Algemeen ...................................................................... 14
3.13 Voorbereiden salescontact ........................................................................................... 14
3.14 Contact nemen met je (potentiële) klant ...................................................................... 15
3.15 Argumenteren; Presenteren; Demonstreren ................................................................. 15
3.15.1 Argumenteren via het 4-takt-systeem ...................................................................................... 15
3.16 Wat een geluk dat de (potentiële) klant aandraaft met bezwaren … ............................. 16
3.17 Klantvriendelijk afsluiten van het contract.................................................................... 16
3.17.1 Cognitieve dissonantie : ............................................................................................................ 17
3.18 Klantvriendelijk afsluiten van het contract.................................................................... 17
3.19 De interessesignalen detecteren uit lichaamstaal ......................................................... 17
3.20 De beslissingsintentie via verbale taal detecteren ........................................................ 18
3.21 Een deal genoteerd : Wat zeker weten en doen ? ......................................................... 18
3.22 (Nog) geen deal genoteerd : Wat zeker weten en doen ? .............................................. 18
3.23 Prijs en non-verbaal communiceren.............................................................................. 18
3.24 Tips voor verbaal communiceren .................................................................................. 18
4 OEFENINGEN.............................................................................................................. 19
4.1 15 GOUDEN REGELS VOOR EEN KWALIFICATIEGESPREK. ............................................... 19
4.2 Bezwaren ombuigen. .................................................................................................... 20
4.3 Oefening 1 /case 1 ........................................................................................................ 20
4.4 Oefening 2 / case 2 ....................................................................................................... 20
4.5 Oefening 3 /case 3 ........................................................................................................ 21
5 Hoofdstuk 4 – communicatietechnieken ..................................................................... 21
5.1 Feedback ...................................................................................................................... 21
5.1.1 Belang van feedback ................................................................................................................. 22
5.1.2 Effect van feedback .................................................................................................................. 23
5.1.3 Technieken................................................................................................................................ 23
5.1.4 voorwaarden feedback ............................................................................................................. 24
5.2 Feed forward ................................................................................................................ 24
5.2.1 Technieken................................................................................................................................ 24
5.2.2 Voorwaarden feed forward ...................................................................................................... 24
5.3 Leo techniek ................................................................................................................. 25
5.4 De gekraste grammofoonplaat ..................................................................................... 26
5.5 DESC2 ............................................................................................................................ 26
5.6 15 diamanten communicatietips voor sales .................................................................. 27
6 Oefeningen/cases ...................................................................................................... 28
6.1.1 Sales pitch ................................................................................................................................. 28
6.1.2 SANDWICH TECHNIEK ............................................................................................................... 29
6.1.3 LEO TECHNIEK ........................................................................................................................... 29
7 Hoofdstuk 5 – omgaan met moeilijke klanten ............................................................ 31
7.1 EEN KLACHT IS EEN KANS .............................................................................................. 31
7.2 KLACHTENBEHANDELING: HET STAPPENPLAN .............................................................. 32
7.2.1 Stap 1. Ontmijn de situatie ....................................................................................................... 32
7.2.2 Stap 2. Begrijp en bevestig de klant .......................................................................................... 32
7.2.3 Stap 3. Analyseer de klacht ....................................................................................................... 33
7.2.4 Stap 4. Betrek de klant bij de oplossing .................................................................................... 33
7.2.5 Stap 5. Oplossing voorstellen.................................................................................................... 33
7.2.6 Wat als je niet direct een oplossing kunt bieden? .................................................................... 33
7.2.7 Valkuilen ................................................................................................................................... 33
7.3 THE WORD OF MOUSE .................................................................................................. 34
7.4 SOORTEN MOEILIJKE KLANTEN ..................................................................................... 35
7.5 VERBINDENDE COMMUNICATIE ................................................................................... 38
7.5.1 Soorten conflicten .................................................................................................................... 38
7.5.2 ONDERHANDELINGSTECHNIEKEN ............................................................................................. 39
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller boverniers. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $11.17. You're not tied to anything after your purchase.