«Умение продавать для "чайников"»

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Том Хопкинс Том Хопкинс — воплощение успеха в области продажи Он стал миллионером, едва достигнув 27 лет, а теперь является президентом собственной компании и продает искусство продавать тем, кто хочет достичь таких же высот Тридцать лет назад Том Хопкинс имел все основания считать себя неудачником. Его выгнали из колледжа, где он проучился всего 90 дней, и в течение следующих 18 месяцев ему пришлось зарабатывать себе на жизнь тяжелым трудом на стройке Однако Том решил, чю существуют более приятные способы добывания средств к существованию, и занялся торговлей. Тут-то и начался самый ужасный период в его жизни.' В течение полугода Хопкинс зарабатывал в среднем 42 доллара в месяц и все глубже погружался в пучины сомнений и отчаяния. Последние несколько долларов он потратил на оплату пятидневного семинара, посвященного практическим аспектам продажи Этот семинар перевернул всю его жизнь В следующие полгода Хопкинс продал домов по цене 25 000 долларов каждый на общую сумму в 1 миллион долларов В возрасте 21 года Том завоевал СЭММИ — престижную премию Лос анджелесского института торговли и маркетинга — и начал устанавливать рекорды на показательных торгах, некоторые из этих рекордов не побиты и по сей день В 1974 году Хопкинс сам начал проводить семинары по торговле и применению навыков продажи Обучая по 10 000 торговых работников в месяц, он быстро стал известен как ведущий преподаватель "торговых наук". Сегодня, занимая должность президента компании Тот Hopkms International, он проводит около 75 семинаров в год, его аудитория составляет примерно 100 000 человек со всего света. Том Хопкинс был первым, кто занялся производством высококачественных аудио-и видеопрограмм для тех, кто не в состоянии посещать семинары или хочет продолжить обучение после окончания курсов. Эти программы признаны самыми эффективными в области обучения навыкам продажи; они постоянно обновляются Программами Тома Хопкинса пользуется уже более миллиона человек Том Хопкинс написал еще шесть книг, в том числе бестселлер How to Master the Art of Selling, который был издан общим тиражом 1.2 миллиона экземпляров на восьми языках в 27 странах Хопкинс является членом Национальной ассоциации ораторов. В числе немногих других он был удостоен приза за выдающееся мастерство, присуждаемого советом старейшин этой ассоциации Том Хопкинс часто выступает в роли основного докладчика на ежегодных профессиональных собраниях и является желанным гостем на теле- и радиопередачах.

Введение Добро пожаловать! Перед вами книга Умение продавать для "чайников". Речь в ней пойдет не столько о продаже продуктов и услуг, сколько об искусстве общения, которое, как вы скоро узнаете, является залогом успеха в любом бизнесе, а в деле торговли особенно Не умея ладить с окружающими, трудно прожить на свете, начинать учиться этому надо как можно раньше. Чтобы достичь успеха в продаже, вы должны обладать коммуникабельностью, уметь выслушивать других и искренне ставить чужие интересы выше собственных. Умение продавать для "чайников " сделает вас счастливее, а вашу жизнь лучше, потому что с ее помощью вы сможете завоевать авторитет, стать богаче, добиться признания вашего труда, улучшить отношения с друзьями и семьей, научиться играть главную роль во всех переговорах, и, конечно, стать специалистом по продаже' Эта книга написана человеком, который сам был "чайником" в сфере продажи, когда в возрасте 19 лет начинал карьеру агента по торговле недвижимостью Торговля недвижимостью сулила блестящее будущее, но в тот момент я не имел ни приличного костюма, ни автомобиля. Все, что у меня было, — это концертный костюм вокально-инструментального ансамбля и мотоцикл. Добиться успеха, разъезжая на мотоцикле, непросто; я предлагал клиентам, желавшим ознакомиться с предлагаемыми домами, ехать следом за мной в своем автомобиле. Придя в себя после моего предложения, они немедленно делали вывод, что я — плод их потребительского воображения, после чего ехали своей дорогой, не обращая внимание на мои маневры. Что еще хуже, концертная униформа, которую я носил, выглядела довольно нелепо под жарким калифорнийским небом и никак не вязалась с понятием элегантности. Но я справился со всем этим. Я знал, что на торговле недвижимостью можно зарабатывать большие деньги — нужно только знать, что делают для этого преуспевающие люди и чего по незнанию не делаю я. Все секреты и тайны этой профессии я раскрыл самым сложным методом — методом проб и ошибок. Теперь вам понятно, почему первые шесть месяцев торговли недвижимостью я получал всего 42 доллара в месяц? Да, я добился успеха. Я достиг своей цели — стал миллионером к 30 годам, причем на три года раньше намеченного мною срока. В 27 лет я уже был одним из самых преуспевающих агентов по торговле недвижимостью во всей стране. Представьте, что это значит для парня, который начал карьеру, не имея хорошего костюма. Я говорю об этом для того, чтобы показать, неважно, насколько вы "чайник" в том деле, за которое беретесь Научиться можно всему — продавать, убеждать и общаться с людьми. в.

Для кого написана книга Я написал Умение продавать для "чайников " не только для тех, кто работает в сфере торговли и стремится усовершенствовать свои профессиональные качества, но и для всех, кто с помощью умения продавать хочет изменить свою жизнь к лучшему Для вас — если вы только начинаете свою карьеру или ищете способ повысить квалификацию. Для вас — если вы безработный и хотите найти свое место под солнцем; или у вас есть работа, но вы мечтаете о повышении. Для вас — если вы подросток и жаждете произвести впечатление на взрослых; или если вы уже взрослый и хотите, чтобы окружающие считались с вашим мнением. Для вас — если вы учитель и ищете пути к сердцам своих подопечных; или если вы родитель, которому трудно найти общий язык со своими детьми. Для вас — если у вас есть идея, которая может осчастливить все человечество, или если вы просто хотите улучшить свои отношения с окружающими. Студенты (так я называю всех, кто посещает мои семинары, независимо от возраста) рассказывают, как с помощью моих приемов им удается получать согласие членов семьи буквально по всем вопросам Кому-то из студентов обретенное умение продавать помогло удачно продать самих себя — и получить более интересную и высокооплачиваемую работу. Маленькие секреты, которые я раскрываю в своих лекциях, полезны и в повседневной жизни — узнайте их, и вы можете рассчитывать на обслуживание по высшему разряду повсюду и никогда не прогадаете при заключении сделок В качестве бесплатного приложения рекомендую использовать основные принципы и тактику продажи в личной жизни: многим студентам удавалось таким образом улучшить отношения с друзьями, коллегами и собственной семьей. Как пользоваться книгой Процесс продажи представляет собой последовательность этапов. Каждому такому этапу посвящена соответствующая глава этой книги. Можно читать все подряд от начала до конца, а можно просмотреть оглавление и начать с той главы, которая покажется вам самой интересной. Прочтите ее не спеша Затем снова поищите что-нибудь, что может заинтересовать вас. Эта книга состоит из шести частей. Каждая часть содержит главы, в которых общая тема части рассматривается более подробно. ????? I. ?????? ????????? В этой части вы узнаете, что можно считать продажей, а что нет Я рассматриваю примеры продажи в разных аспектах повседневной жизни Миллионы людей ежесекундно вступают в отношения купли-продажи. Часть I научит вас распознавать ситуации, связанные с продажей, и извлекать из них пользу. в.

????? II. ???????? ??????? ??? ??????? ????????? В продаже, как и в любом деле, важна подготовка — без нее вам не достичь успеха ни в обычной продаже товаров и услуг, ни в ведении переговоров, ни в попытках убедить других в своей правоте. В этой части я рассматриваю этапы подготовки, которая даст вам преимущества перед остальными и поможет чаше слышать "да", чем "нет". ????? III. ??? ??????? ????????????! Не останавливайтесь на достигнутом. Вы уже обладаете некоторыми навыками продажи, поскольку продажа — это то, с чем вы сталкиваетесь ежедневно Но у вас есть возможность развить эти навыки Тогда вы усилите свои позиции при ведении переговоров и заключении сделок и непременно склоните собеседника на свою сторону. ????? IV. ???????????? ??????? Если ваша цель — основать собственное дело или сделать блистательную карьеру, эта часть для вас Потому что от всех остальных вас отличает желание добиться большего. Обычный человек ни к чему особенно не стремится, а такие, как вы, каждый свой шаг рассматривают как возможность подняться выше. Для вас не существует больших потерь Но помните, что вы создаете не только и не столько собственное дело, сколько взаимоотношения, потому что это важнее и приносит куда большее удовлетворение. ????? V. ??? ??????, ???? ?? ??????? ????????? Неприятности — неизбежная часть нашей жизни. Научитесь быть к ним готовым, спокойно принимать и преодолевать их. Эта часть книги научит вас мириться с провалами и не позволять им выбивать вас из колеи Кроме того, здесь вы узнаете о том, как тратить время с пользой и как контролировать ситуацию, чтобы мелкие неприятности не портили вам жизнь. ????? VI. ???????????? ??????? В небольших главах этой части вы найдете краткие рассуждения об искусстве продажи и об умении убеждать. Я рекомендую читать их в свободную минуту.

????? I ?????? ????????? 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В этой части .. Рассказывается о продаже как о явлении повседневной жизни Вы убедитесь, что сами все время что то продаете, даже не отдавая себе отчета в этом В главе 2 описаны основные навыки, которыми должен обладать всякий, кто пытается что-либо продать или в чем-нибудь убедить Глава 3 посвящена применению этих навыков в обычной жизни

????? 1 ????? ?????????, ?? ???? ?????? ?? ????????? Ва/Ной главе... > Продажа в повседневной жизни > Роль рекламы в торговле > Кто участвует в продаже > Этим занимается каждый Я не смог бы написать книгу по вопросам продажи, не посвятив, как минимум, од-ной главы определению рассматриваемого предмета Продажа занимает в жизни практически каждого человека настолько важное место, что вам просто необходимо иметь о ней четкое представление Так или иначе мы почти ежеминутно что-то продаем и покупаем. Осознание этого факта поможет вам извлечь максимум пользы из всех тех знаний, которые вы приобретете, если дочитаете эту книгу до конца Продажа — это не всегда то, что Вы думаете Говоря по-научному, продажа — это процесс передачи товаров и услуг из рук того, кто эти товары и услуги производит, в руки того, кто сможет извлечь из их применения свою выгоду. Продажа сопряжена с искусством убеждения (им должна владеть продающая сторона). Здесь приходят на помощь полиграфические, аудио- и видеосредства, которые подают отдельно взятый товар или марку фирмы как нечто, жизненно необходимое покупателю Оторвитесь на секунду от книги и оглянитесь вокруг. Вы увидите сотни, если не тысячи предметов вокруг вас, которые были когда-то проданы и куплены Даже если вы сидите в диком лесу в костюме Адама, процесс купли-продажи вас не миновал' иначе как бы оказалась в ваших руках эта книга? Ну, а если вы презираете окружающий вас материальный мир, покопайтесь в своей душе. Во что вы верите и почему9 Потому, что в детстве кто-то — например, ваши родители, — преподнесли вам свою систему духовных ценностей А ваш учитель — разве не он всучил вам убеждение, что 2х2 = 4? Не сами же вы до этого додумались' Надеюсь, что все вышесказанное заставит вас взглянуть на процесс продажи другими глазами И, заметьте, — никакого нажима в виде фактов и цифр Опытный продавец никогда ничего не навязывает Он незаметно подталкивает вас к совершению сделки, задавая вопросы, заставляющие вас по-другому взглянуть на предлагаемый предмет

Продажа начинается с рекламы Вы, конечно, знаете, что рекламные ролики и шоу, которые с утра до вечера передаются по радио и телевидению, являются частью процесса продажи. Но вряд ли вы осознаете, сколь сильно воздействие рекламной кампании. Допустим, вы никогда не пьете кока-колу, но спорю на что угодно: вы без труда напоете мелодию, сопровождающую рекламные ролики этого напитка. Еще приятнее рекламодателю то, что в вашем мозгу надолго запечатлелась картинка (стоимостью миллион долларов), которая идет вместе с этой музыкальной заставкой ведь вы достаточно часто видите ее в блоках рекламы в лучшее эфирное время. Пусть вы не пьете кока-колу; но, если вас попросят купить пару бутылок этого напитка, много ли времени вы потратите, чтобы отыскать ее на полках магазина? Очень мало. Почему? В какой-то степени потому, что бутылки с кока-колой занимают обычно лучшие витрины. Но главная причина в том, что вы хорошо знаете, как выглядят эти бутылки. Мы так привыкли к рекламе, что подсознательно стремимся избавиться от нее. Внимание отключается от потока бесполезной информации и включается только тогда, когда появляется нечто, представляющее для нас особый интерес. И это относится ко всем видам рекламы. ?????? ????????? ???? ????? ??????? На улицах большого города рекламные шиты бросаются в глаза на каждом шагу. Со всех сторон наше внимание пытаются привлечь рекламные плакаты разного рода товаров или фирм. Но часто ли им это удается? Не очень. Вернее, все замечают, что на щите одна картинка сменилась другой, но вряд ли кто-то в состоянии вспомнить, какой товар рекламировался на этом месте раньше. Поэтому появление на рынке новой компании сопровождается таким количеством рекламных щитов и другой визуальной информации, что нужно быть слепым, чтобы пропустить это событие. Задача рекламных плакатов, размещаемых на щитах, стенах и просто заборах, — любым способом привлечь наше внимание. Представьте себе, что вы только что проехали мимо яркого, просто кричащего, плаката, рекламирующего самую быструю, дешевую, надежную и, несомненно, лучшую водопроводную службу в городе, какую-нибудь Сантехнику-Плюс. Создавая огромный, как футбольное поле, рекламный плакат, фирма рассчитывает на то, что вы вспомните о ней, если вам вдруг понадобятся услуги соответствующего рода. Означает ли это, что вы уже стали их клиентом? Маловероятно. Но у вас возникло теплое чувство по отношению к заботливой Сантехнике-Плюс, чьими услугами по починке водопровода вы, может быть, никогда не воспользуетесь? Вполне возможно. Что же случится, когда вам действительно понадобятся услуги водопроводчика7 Едва ли вы сразу вспомните о Сантехнике-Плюс Однако, закрутив кран до упора, вытерев лужи и спросив себя, до каких же пор это будет продолжаться, вы откроете телефонный справочник и обратитесь к разделу "Водопровод и канализация". И тут, если фирма Сантехника-Плюс серьезно относится к своему делу, вы снова увидите ее рекламу или, на худой конец, номер телефона. У вас появится приятное чувство, что вы встретили старого знакомого, и вы позвоните, скорее всего, именно туда. Ну, вот, теперь Сантех-нике-Плюс удалось продать вам свой товар' Обычная уличная реклама не перестает совершенствоваться. Для привлечения внимания изобретаются все новые фокусы Как раз позавчера, когда я ехал в аэропорт, один рекламный щит даже заставил меня притормозить Он напоминал огромные вертикальные жалюзи, грани которых, поворачиваясь одновременно, показывали фотографии теледикторов нашего местного канала вместе с номером этого канала.

Эта реклама достигла своей цели — я задержал на ней внимание дольше, чем на любой другой. Что из этого вытекает? В следующий раз, включив городские новости, я буду искать лица ведущих, которые улыбались мне с этого щита. Я буду смотреть их передачи, чтобы выяснить, соответствует ли их стиль столь необычной рекламе Если да, то меня купили, и реклама справилась со своей задачей. ?? - ??????? ??????? Приходило ли вам в голову, что и сами мы являемся частью рекламной кампании офомного числа производителей? Точнее, мы выступаем в качестве продавца их продукции. Вы скажете: "Ну, Хопкинс, это вы уже через край хватили. Я читаю эту книгу, чтобы научиться продавать, а вы мне заявляете, что я уже продавец — да еще работаю на какие-то там фирмы!" Предлагаю небольшой тест, который докажет мою правоту. Загляните в платяной шкаф и посмотрите, сколько предметов вашей одежды содержат разного рода торговые марки — написанные на груди, вшитые в шов кармана, наклеенные сбоку на спортивную обувь. Покупая одежду и обувь, вы платите не только за сам товар, но и за то, чтобы работать ходячей рекламой компаний-производителей. Понятие визуальная реклама — это нечто большее, нежели наклейки, плакаты и рекламные щиты Кто из нас пропустит бесплатную раздачу футболок, шляп или пакетов от фирмы, желающей привлечь покупателя? Сколько бы вы ни зарабатывали, а бесплатное есть бесплатное, кто же от него откажется. Итак, вы принимаете эти подарки, не задумываясь вот о чем тот факт, что вы носите одежду с маркой данной фирмы, позволяет ей (фирме) заявить о себе всему миру. Может быть, вы полагаете, что никто не обращает внимания на фирменные символы, украшающие вашу одежду? Ошибаетесь. Вспомните о моих словах, когда будете читать надписи на футболках и пакетах людей, едущих с вами в одном вагоне метро. ??????? ? ??????? ? ???????? Достаточно бросить взгляд на страницу ежедневной газеты, и на вас обрушится шквал новостей и рекламных объявлений. В большинстве печатных изданий реклама занимает едва ли не половину страниц. Именно поэтому эти журналы держатся на плаву. А вы думали, они существуют благодаря тем деньгам, которые вы заплатили за подписку? Рекламодатели с радостью оплачивают огромные печатные площади, лишь бы донести до вас свои сообщения. Так что вы платите издателям деньги за то, чтобы для вас печаталась реклама, — а не только статьи, которые вы читаете. ??????? ?????? Любое получаемое вами почтовое сообщение, если оно не носит личного характера, — будь то рекламное письмо, бланк заказа или каталог — доставляется в ваш почтовый ящик с единственной целью: что-нибудь вам продать. Компании делают ставку на то, что найдутся люди, которые прежде чем отправить рекламное письмо в мусорный ящик, все же что-нибудь закажут. Вы удивитесь, если я скажу, что на почтовую рекламу отзывается лишь 1 процент получателей. Это означает, что из 100 каталогов только по одному будет сделан заказ. Остальные 99 заканчивают свои путь, ни принеся компании ни цента прибыли. А ведь стоят они недешево, особенно если изобилуют яркими цветными фотографиями! Так почему же количество почтовой рекламы не уменьшается? Причина проста. Если вы хотя бы раз что-нибудь заказали, значит, вы можете сделать это снова. Вы превращаетесь в клиента, и компания будет из кожи вон лезть, чтобы не разочаровать вас.

Чем, вам. поможет умение продавать Умение продавать даст вам то, что литературный талант дал Сирано де Бержераку и Вильяму Шекспиру. Оно сделает для вас то, что для Мэрилин Монро сделала сексуальная привлекательность. Умение продавать поможет вам добиться того, чего с помощью организационных способностей добились величайшие исторические деятели — Авраам Линког1ьн, Франклин Делано Рузвельт и доктор Мартин Лютер Кинг. Какое бы поприще вы ни избрали, умение продавать может возвысить вас. Именно умение (или неумение) продавать определяет разницу между двумя путями — получить-повышение-по-службе/работу/девушку-или-парня-своей-мечты или стать неудачником и все проиграть. Как продать себя, чтобы получить работу Если вам надоела работа, которая заставляет вас мечтать о пенсии, и вы решили поменять ее на нечто более интересное, необходимо научиться продавать Что же здесь можно продать? Себя! А чтобы продать себя, необходимо знать, как найти и выбрать самого выгодного покупателя, как провести рекламную кампанию и как грамотно совершить продажу. Такого рода продажа — самая простая из всех, которые предстоят вам в этой жизни. Ибо кто лучше вас осведомлен о ваших талантах, возможностях и желаниях? Продавая себя в качестве работника (и вообще продавая что угодно), желательно придерживаться семи пунктов, составляющих процедуру продажи. Вот эти пункты, с помощью которых можно продать все. 1. Разведка 2. Первый контакт 3 Оценка 4 Демонстрация 5. Разрешение затруднений 6 Завершение торгов 7 Сбор данных Самое первое, что нужно сделать, — это изменить свое отношение к поиску работы. Посмотрите на эту ситуацию как на процесс купли-продажи. В нем вы играете две роли. Во время собеседования с потенциальным работодателем вы выступаете в качестве продавца и предлагаемого товара одновременно Ваша задача — добиться того, чтобы ваш товар (ваши способности и опыт) совпал с тем, что требуется покупателю. С чего же начать? Хотите верьте, хотите нет, но начинать лучше всего с пункта 1 ???? 1. ???????? 8 нашем случае разведка означает поиск подходящего покупателя на тот товар, который вы можете предложить. Если вы хотите продать себя в качестве рабочей силы, разведка означает поиск подходящего работодателя. На этом этапе вы должны точно знать, работа какого плана доставит вам самое большее удовольствие Слово удовольствие здесь ключевое: если вы не убеждены, что будете испытывать удовольствие от той работы, которую хотите получить, то не сможете с достаточным рвением ее искать, — иначе говоря, эффективно проводить разведку. Гораздо легче добиваться той работы, которая по-настоящему вам интересна, а не той, объявление о которой оказалось в газете самым большим, или той, за которую платят как раз столько (или даже больше), сколько вам нужно для поддержания привычного образа жизни.

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Это своего рода предварительная оценка, проводимая на этапе поиска. Окончательную оценку вы сможете дать после собеседования (интервью), но зачем тратить время на собеседование с фирмой, в которой вы заведомо не хотите работать? Предварительная оценка поможет сузить круг потенциальных работодателей до наиболее вероятных, — так же, как исследование рынка помогает компаниям-производителям определить направления своей деятельности. Множество полезной информации можно почерпнуть из газетных статей, финансовых отчетов интересующих вас компаний и рекламных объявлений. 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 Другой бесценный источник информации — ваши друзья, родственники и деловые знакомые. Сообщите им, какую работу вы ищете, а также названия компании, в которые вы решили обратиться. Послушайте, что они на это скажут. Кто знает — вдруг кто-нибудь из ваших друзей знаком с работником одной из компаний, и тот с удовольствием согласится обсудить с вами ваши предложения. Более подробно я коснусь этого вопроса в главе 13. Далее, ищите в газетах скрытую рекламу по вашему товару. Возможно, по газетным публикациям вы заметите, что той или иной фирме явно не хватает специалиста вашего профиля. Обратитесь к ним: позвоните по телефону или отправьте информацию о предлагаемом продукте. Информацию о продукте в таком случае принято называть резюме. Резюме должно быть составлено профессионально. Скорее всего, ваше резюме будет рассматриваться наряду с другими, тоже профессионально подготовленными. Вы же не хотите выглядеть бедным родственником! Кроме того, имейте в виду: многие фирмы тщательно проверяют данные резюме, так что воздержитесь от упоминания об ученой степени в области ядерной и квантовой физики, если только это не является чистейшей правдой. Если вы нашли подходящее рекламное объявление, беритесь за дело. Побольше энтузиазма! Сделайте все, что нужно, чтобы встретиться с человеком, который будет беседовать с вами по поводу работы. Только перед этим мысленно сядьте в его кресло. Предложение работы, на которое вы откликнулись, может оказаться столь привлекательным, что им заинтересуются сотни человек. Ваш бедный интервьюер будет просто задавлен многочисленными резюме, телефонными звонками и визитами — а ведь вакансий всего одна или две. Вам нужно сделать или написать нечто, благодаря чему ваше резюме или письмо с предложением услуг запомнится. Продажа себя — это составная часть поиска работы. Предлагаю вашему вниманию ряд приемов, которыми многие пользуются. Выберите только то, что подходит к вашей ситуации Хотя рассматриваемый материал — ваше резюме — наверняка похож на все остальные, однако, ваши шансы возрастут, если вы добавите что-нибудь оригинальное. Вложите свою фотографию (стиль одежды должен соответствовать работе, на которую вы претендуете). Наличие в резюме фотографии создаст оттенок доверительности между вами и интервьюером еще до того, как дело дойдет до собеседования. Только помните, что это должна быть одна из последних фотографий, а не снимок, сделанный по окончании института в 1965 году! Допустима некоторая доля юмора по поводу поиска работы или собеседования — но юмор должен касаться только процесса поиска роботы. Будьте осторожны и не используйте выражений, которые могут быть восприняты отрицательно противоположной стороной.

В конце письма с предложением услуг можно процитировать остроумное высказывание или афоризм. Есть множество книг, составленных из цитат о роли лидера, уровнях мастерства, принятии мудрых решений и о прочих предметах, связанных с подбором кадров и приемом на работу. Не пожалейте времени и найдите фразу, которая привлечет внимание и добавит "изюминку" в ваше резюме К письму приложите упаковку жевательной резинки, пару таблеток аспирина или маленькую бутылочку с глазными каплями — сопроводите это кратким замечанием по поводу мучений с подбором кадров Любой из таких подарков показывает, что вы понимаете, как тяжело приходится вашему интервьюеру. Приложите к письму пакетик поп-корна и фотографию кресла с откидывающейся спинкой. В письме намекните, что интервьюер заслуживает нескольких минут отдыха во время переработки информации, — процесс, требующий принятия полулежачего положения.

Предупреждение. Эти советы могут показаться чересчур надуманными, если вы претендуете на место преподавателя или менеджера корпорации, но они срабатывали, когда наши студенты пробовались на должности, требующие творческого подхода и самостоятельного мышления. 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 Чтобы быть уверенным, что ваше имя осталось в памяти интервьюера, на следующий день после того, как отправите резюме, пошлите короткое письмо с благодарностью. Такие письма обязательно читают и, если до этого момента ваше резюме еще не рассматривалось, письмо с благодарностью, возможно, заставит интервьюера отыскать ваше резюме среди сотни других. Вы с самого начала произведете благоприятное впечатление, что повысит ваши шансы получить приглашение на собеседование, — следовательно, пора переходить к следующему этапу. ???? 2. ?????? ??????? Итак, вы нашли нужных людей. Следующий шаг — первый контакт, т.е момент, когда вы с ними встречаетесь. Прекрасно: вы преодолели первый барьер, и вас пригласили на собеседование с потенциальным работодателем. Конечно, вам хочется показать себя в самом выгодном свете, чтобы завоевать симпатию и расположение В первую очередь и вы, и ваш собеседник должны чувствовать себя комфортно. Если вы не ощущаете внутреннего комфорта, вполне возможно, что (каким бы хорошим актером вы ни были) ваш внутренний разлад передастся другой стороне и вызовет ответное чувство дискомфорта. Чтобы преодолеть напряжение первых минут, обеим сторонам надо приложить усилия. Если ваше внутреннее состояние действует на собеседника и заставляет его нервничать, выигрышная ситуация превращается в безнадежную Вы не получите работы, а работодатель будет лишен возможности оценить ваши таланты и способности. 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 Первое и самое важное подумайте, как вы будете выглядеть в глазах своего интервьюера, не зря же говорят' не бывает второго случая произвести благоприятное первое впечатление Если вы не можете придумать, как одеться для собеседования, склоняйтесь в пользу консервативного стиля. Вы должны выглядеть самым лучшим образом, но при этом не ощущать неловкости

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Не одевайтесь так, чтобы невооруженным глазом было видно, насколько вы нуждаетесь в работе. И еще, по логике работодателя, неряшливость в одежде — это неряшливость в делах. С другой стороны, костюм от Армани тоже лучше не надевать, — иначе интервьюер подумает, что вам вообще не нужна работа (исключение составляют случаи, когда вы рассчитываете получить работу очень высокого класса). Дважды подумайте, прежде чем надушиться своими любимыми духами или одеколоном. Лучший девиз здесь — умеренность. Вдруг у интервьюера аллергия на запахи? 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Женщинам стоит тщательно обдумать украшения, которые они наденут на собеседование. В принципе, бижутерия — это красиво и модно. Но она может оказаться неуместной, особенно разного рода "бриллиантовые" тиары и диадемы. Вы же не хотите, чтобы о вас вспоминали как об "этой даме, которая пришла на собеседование в жутких серьгах"! Вам нужно, чтобы запомнились ваши деловые качества и профессионализм. Поскольку интервью — деловое мероприятие, надо уметь пожимать руки, смотреть в глаза и поддерживать беседу. Последний пункт — очень важная часть собеседования. Человек, который принимает вас на работу, потребует от вас не только компетентности, но и навыков общения, умения ладить с людьми. Будьте готовы рассказать о своей предыдущей работе и о своих отношениях в коллективе — этим вы продемонстрируете коммуникабельность и способность работать в команде. Этап 3. Оценка Вам нужно определить, подходите ли вы для работы в этой компании и подходит ли эта компания вам. С вашей стороны дать оценку — значит выяснить, что из себя представляет компания, чем она занимается, как в ней относятся к сотрудникам, — и определить, в какой степени ответы на эти вопросы вас устраивают.

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Предварительную оценку вы должны составить еще до того, как согласитесь на собеседование. Этим вы сэкономите время и себе, и сотрудникам компании. Кое-какие выводы можно сделать еще на этапе разведки, когда вы составляете список компаний, в которых хотели бы работать. Если на этом этапе вы не смогли получить всей нужной информации, выберите подходящий момент во время интервью и задайте интересующие вас вопросы. Из ответов станет ясно, насколько вы и компания подходите друг другу. Интервьюеры ценят инициативных кандидатов. Я советую иметь при себе список минимум из пяти вопросов, ответы на которые покажут, сможет ли данная компания создать для вас приемлемые условия труда. Полезный совет: не спрашивайте о размерах жалованья и льготах. Разумеется, эти две темы вас особенно волнуют, но, продавая себя, заострите внимание на пользе, которую извлечет компания из сотрудничества с вами. Если вы сделаете акцент на том, что вы сможете дать компании, в ответ вы услышите, что компания сможет дать вам. Задайте вопросы, касающиеся вакансии и компании вообще. Узнайте о планах на будущее и перспективах развития компании. Расспросите о производстве. Поинтересуйтесь компьютерами и прочим оборудованием. Уточните свои будущие обязанности.

Если вы выполнили домашнее задание и заранее навели справки о компании, то знаете, какие вопросы задавать. Неважно, какую работу вы хотите получить — в торговле, бухгалтерии или транспортном отделе. В любом случае следует выудить как можно больше информации, и, если вы убеждены, что хотите именно эту работу, спрашивайте обо всем сразу же. Чем профессиональнее звучат ваши вопросы, тем более опытным вы выглядите в глазах интервьюера. Правильно сформулированные вопросы показывают собеседнику, что вас интересует нечто большее, нежели зарплата. Во время интервью вас оценивают. Поэтому следите за тем, какие качества вы демонстрируете. Большинство работодателей ищут работников надежных, лояльных, заслуживающих доверия, умных, компетентных и чуть-чуть простодушных. Видит ли в вас эти качества человек, сидящий напротив? Если вы привыкли скрывать свои эмоции, постарайтесь создать выгодное впечатление хотя бы ответами на те вопросы, которые вам задают. Иногда вдруг оказывается, что вы не чувствуете желания соглашаться на предлагаемую работу (всякое бывает!). Если вам предложили работу, а вы понимаете, что она вам не подходит, будьте честны: поблагодарите интервьюера за потраченное время и прямо откажитесь. Этап 4. Демонстрация 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Демонстрация предлагаемого товара — самого себя — требует основательной подготовки. Постарайтесь отрепетировать с членами семьи или близкими друзьями свои ответы на самые типичные вопросы собеседования. Составьте список тех своих качеств, которые вы считаете самыми ценными для устройства на работу. Затем постарайтесь найти способ проявить эти качества в своих ответах. Например, у вас великолепная память, и вы хотите получить место ответственного секретаря. Но у вас совершенно нет опыта в обработке большого количества телефонных звонков, а вашему потенциальному боссу звонят ежеминутно. Вместо того, чтобы пасовать перед этой армией телефонов или впадать в истерику, сделайте упор на своей замечательной памяти и на способности быстро учиться. Собеседование может пройти так. РАБОТОДАТЕЛЬ (с большим сомнением в голосе): Нам в офис постоянно звонят, знаете ли. И для меня очень важно получать сообщения быстро и без искажений. Насколько хорошо вы знакомы с системой обработки телефонных звонков XYZ? ВЫ (обогащенный знаниями, почерпнутыми из книги Умением продавать для "чайников "): Мне не приходилось работать именно с этой системой, но я все схватываю на лету. Если вы хотите узнать, насколько хорошо я умею обрабатывать телефонные сообщения, можете спросить моего прежнего начальника. Его всегда удивляло, что я начинаю узнавать голоса клиентов уже после второго-третьего звонка. Проанализируем ситуацию. Вы пропускаете мимо ушей беспокойство интервьюера о системе XYZ, потому что уверены, что сможете быстро ее изучить, и тут же предлагаете аргумент в свою пользу. Кто же откажется от секретаря или помощника с отличной памятью? Чтобы продемонстрировать надежность, расскажите интервьюеру какой-нибудь случай из вашей прежней деятельности или просто из своей жизни. Если в детстве вы были командиром отряда скаутов, это о чем-то говорит, верно? Даже если вы были не командиром, а просто членом отряда, вокруг вашей персоны уже создается ореол стойкости и надежности. Найдите способ донести это до собеседника. Можете упомя-

чуть дружеские отношения, которые вы поддерживаете с коллегами по прежней работе, или рассказать, как часто ваши знакомые обращаются к вам за помощью Круг лиц, занятых в некоторых отраслях, очень ограничен, и сотрудники кочуют из компании в компанию целыми группами Покажите, что вы не из их числа, что ищете перспективную работу, — и ваши шансы получить место возрастут ???? 5. ?????????? ??????????? Что делать, если в предлагаемой работе обнаружатся какие-либо отрицательные стороны или у вас возникнут возражения9 В этом случае изложите свою позицию в простой форме, по возможности без излишних эмоций Если на вашем попечении 95-летняя бабушка и вам нужно заранее договариваться с сиделкой на выходные, объясните это интервьюеру Если вы член футбольной команды и все время разъезжаете по турнирам, подумайте, что для вас важнее, — продолжение спортивной карьеры или возможность получить работу 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Если вы уйдете от обсуждения своих проблем во время собеседования, то неизбежно столкнетесь с ними, если согласитесь на предлагаемую работу Я всегда советую студентам выявлять и устранять любые проблемы, которые могут возникнуть между "покупателем" и "продавцом" Делать это следует по возможности на стадии демонстрации ???? 6. ?????????? ?????? Если вы надлежащим образом провели поиск работы, затратили достаточно времени на подготовку и точно следовали инструкциям, изложенным в предыдущих пунктах, то, скорее всего, получите работу Прекращение торгов, естественным образом, должно следовать за разрешением затруднений Если вы очень хотите получить эту работу, а вам ее не предлагают, попросите сами И не паникуйте Не нужно превращаться в настоящего уличного торговца, любыми средствами пытающегося всучить товар Иногда для получения работы достаточно спросить "Когда я могу приступить9" В этот момент, если только вы уверены, что можете дать им то, что нужно, надо перехватить инициативу и переходить в высказываниях и вопросах на уверенный тон ???? 7. ???? ?????? (???? ?????) Это означает получение сведений о тех, к кому еще вы можете обратиться с предложением своего товара 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Если по каким-то причинам вы и ваш интервьюер сошлись во мнении, что данная работа — не самое лучшее, что вы можете получить, и при этом очевидно, что вы произвели хорошее впечатление, не торопитесь прощаться и уходить Задержитесь на несколько минут, чтобы, как подобает профессионалу, включить интервьюера в агентурную сеть, с помощью которой вы ищете работу (об этом я уже рассказывал на этапе 1, посвященном разведке) Возможно, работа для вас найдется в этой же компании Вполне вероятно, что ваш интервьюер знает, в каких фирмах нужны сотрудники вашего профиля Никогда не отказывайтесь от возможности расширить свою агентуру И сразу же после того, как расстанетесь с интервьюером, оставьте для него письмо с благодарностью После этого можете быть уверены, что в ближайшие несколько дней о вас будут помнить, и — кто знает' — может быть, за это время подвернется что-нибудь подходящее

Как получше продать себя в новом коллективе Если вы недовольны тем, как вас встретили в новом коллективе, вам предстоит изрядно попотеть, и не просто над освоением новой работы Ваш шеф и коллеги проявят вполне закономерное любопытство к вашей персоне, а не только к вашим спо собностям в качестве, скажем, программиста Они захотят узнать о вашей семье и ув лечениях, о любимых блюдах, духах и магазинах — словом, обо всем Не сочтите это вторжением в вашу личную жизнь На самом деле коллеги просто стараются определить, что у вас с ними общего Если вы окажетесь таким же, как они, то вас полюбят, и все образуется Если же вы сильно отличаетесь, то им потребуется какое то время, чтобы привыкнуть к этому, и время вашей популярности в коллективе несколько ото двинется А пока не торопитесь заводить разговоры о последних научных статьях об НЛО или сообщать, что обожаете нюхать кофейную гущу

21 ??????? ?????????? ? ?????????? 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Самый лучший способ сделать это — использовать свой опыт продажи Чтобы спланировать "торговлю", нужно тщательно исследовать ситуацию и составить собственное мнение обо всем, что вы видите Для выработки плана действий требуются наблюдательность и определение своей пози ции Когда вы приходите на новую работу или вливаетесь в незнакомый коллектив, главное — не торопить события Кто знает, что происходило до вашего появления и как это может отразиться на отношении к вам Возможно, вы заняли место человека, который был душой коллектива, уво лился по личным причинам, и все об этом сожалеют Поэтому потребуется время, чтобы сотрудники смирились с потерей и начали относиться к вам так, как вы того заслуживаете ????????? ??????? - ????????? ???????? Разработайте собственную систему для запоминания имен сотрудников и их отличительных особенностей Увидев человека во второй раз, называйте его по имени (или по имени-отчеству) Для некоторых людей большое значение имеет сам факт, что вы запомнили, как их зовут Это позволяет им ощутить собственную значимость, запоминайте имена — это всегда производит благоприятное впечатление Можете сделать комплимент по поводу "дивной броши" или 'шикарного галстука", которые были на вашем собеседнике, когда вы с ней (с ним) познакомились Расспросите о при-

зах, которыми украшен офис. Что в этом плохого? Означает ли это, что вы льстец и подлиза? Нет, надо только соблюдать меру. Такое поведение показывает, что вы проявляете к своим коллегам искренний интерес и что они занимают в вашей жизни важное место. Люди гордятся своими достоинствами, иначе они бы их не демонстрировали, — каждому в душе хочется, чтобы его оценили и похвалили. Как и прочие научные премудрости, поначалу все эти приемы могут показаться надуманными и ненатуральными. Удивительно: они действительно надуманны, но только до того момента, пока вы не научитесь ими пользоваться! Знайте, что со временем они станут частью вашего стиля поведения и их применение будет естественным и для вас, и для окружающих. Если вы скупитесь на комплименты, похвалы и благодарности, о вас будут говорить как о сухаре и эгоисте. Поэтому не бойтесь проявлять любезность по отношению к новым коллегам, пусть это и непривычно вам поначалу. Следуйте нескольким правилам этикета, и вы быстро преодолеете первое смущение. Не говорите вещей, в которые не верите. Неискренность всегда написана на лице. Говорите комплименты и расточайте похвалы в подходящее для этого время, т.е. 24 часа в сутки В конце концов, вы забудете и то, чем был вызван комплимент, и то, что ваше восхищение вам самому показалось искусственным Постарайтесь предвидеть реакцию на вашу похвалу. Если вы не можете сказать наверняка, как ваше одобрение будет воспринято всем коллективом, похвалите коллегу с глазу на глаз Не поднимайте слишком много шума по поводу своих комплиментов. Сказав что-нибудь приятное, выслушайте благодарность и возвращайтесь к работе.

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Не обдумывайте комплименты слишком долго — ведь подходящий момент может ускользнуть. Решив выразить кому-то благодарность, сделайте это не откладывая Если вы не сильны в эпистолярном жанре, выразите свою благодарность в устной форме. Вам трудно говорить с человеком с глазу на глаз? Воспользуйтесь телефоном! В крайнем случае запишите свое "спасибо" на автоответчик или отправьте его по электронной почте. Последние два варианта даже оригинальны: ведь автоответчик и электронная почта обычно не доставляют ничего, кроме сухой деловой информации. Ключевой подход здесь таков: человек учтет, сколько времени вам потребовалось на то, чтобы поблагодарить или выразить одобрение, и отреагирует соответственно. После того как вы достаточно попрактикуетесь в письменных и электронных благодарностях, ваши коллеги станут вызывать вас в коридор и с улыбкой благодарить за оценку их достоинств Они почувствуют, что вы близки им, — а это значит, что они станут более открыты при обсуждении профессиональных вопросов. Следовательно, вы их завоевали' С помощью простых приемов, не выходящих за рамки здравого смысла и этики, вы добьетесь всего, чего хотите. Как продаваться там, где Вы работаете Итак, вы уяснили значение благодарности и признательности в новом коллективе. Ну, а если вы не хотите менять работу? Если вы счастливы там, где вы есть, но хотите предстать в более выгодном свете9 Воспользуйтесь советами, приведенными в преды

дущей главе, и заставьте начальника и сотрудников изменить свое мнение о вас. При ежедневном контакте общение с коллегами становится рутиной. Вы ведь давно знаете, что они хорошо работают! В конце концов, вы трудитесь бок о бок много лет, и они должны бы догадываться, что вы цените их работу, верно? Нет! В корне неверно! Большинство сотрудников моей небольшой фирмы работают со мной больше 10 лет. Мне повезло — нам удалось создать команду профессионалов, которые понимают достоинства и недостатки друг друга и, тем не менее, получают удовольствие от общения. У нас на работе царит непринужденная дружеская атмосфера, несмотря на то, что каждый основательно загружен работой. А знаете, что мне больше всего нравится? Говорить своим сотрудникам, что каждый из них оказывает влияние на сотни тысяч студентов в год. Тот Hopkins International — это не только я. Конечно, моя роль велика, и на вывеске фирмы стоит мое имя, но я не смог бы делать того, что делаю, и на таком высоком уровне, если бы за моей спиной не было надежной команды. И, хотя в ее составе почти одни чемпионы, я знаю, что они станут работать еще лучше, если их оценивать по достоинству. 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Поэтому никогда не исходите из предположения, что Мэри знает, насколько хорошо она справляется с продажей — понижая цены и повышая качество. Не надо считать, что Джон понимает, как высоко вы цените его способность расширять круг клиентов. Вы поступаете разумно, используя чужие таланты с максимальной отдачей. А если при этом вы не забываете еще и выражать признательность Мэри и Джону за вклад, который они вносят в общее дело, то вас можно назвать мудрым руководителем. Когда человек знает, что вы цените его работу, он из кожи вон лезет, чтобы помочь вам или оправдать оказанное доверие. Он сквозь стену пройдет, если нужно. 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Было бы заблуждением считать, что хвалить чью-то работу может только начальник. Нет, это может и даже должен делать каждый. Ведь что такое похвала? Способ дать почувствовать человеку его значимость. Вам нравится выражать одобрение другим, и — смотрите-ка! — вас тоже начинают хвалить! Разве это не замечательно? Как сказал поэт, что ты отдал — то твое. Я тысячи раз сталкивался с такой ситуацией и в личной жизни, и в бизнесе Почему бы вам не стать зачинателем добрых традиций в своем коллективе? Кто же на самом деле продавец? - Каждый! Это очень просто. На вопрос "Кто же на самом деле продавец?" ответ один: веемы продавцы. Кто не продает, тот не существует. В каком-то смысле практически каждый день вы в том или ином качестве участвуете в разных торговых сделках. Можете называть эти сделки как угодно и вообще не считать их куплей-продажей, но факт остается фактом. Например, вы убеждаете мужа отложить в сторону газету или пульт дистанционного управления, чтобы спокойно обсудить ваши общие проблемы; а может быть, вы ведете переговоры о приобретении земельного участка стоимостью несколько миллионов долларов — сделка довольно крупная. Вы пытаетесь внушить своему сыну желание носить чистую одежду. Вы уговариваете сестру отправиться на обед в ваш, а не в ее любимый ресторан. Другое дело, что вы приглашаете ее обедать для того, чтобы не платить по счету. Однако иногда в таких ситуациях вы оказываетесь в роли покупателя. Вы участвуете в купле-продаже и в том случае, если вы — супруг, которому больше нравится читать газету, чем обсуждать семейный бюджет, или ребенок, желающий носить такую одежду, какая ему по душе, или сестра, предпочитающая обедать в своей любимой пиццерии.

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Мне бы хотелось, чтобы вы знали: даже если вы покупатель, без навыков продажи не обойтись. С их помощью вы будете лучше владеть ситуацией, когда кто-то другой пытается навязать вам свое решение относительно того, как поступить или что на себя надеть. Вы сможете отстоять свои права, не вызывая открытой конфронтации. Вот перед нами надутое личико пятилетнего малыша, еще секунда — и брызнут слезы. он пытается убедить родителей купить ему игрушку. Этот ребенок уже торгует — на полную катушку. Если мама с папой откажутся, он применит первый принцип продажи. Он будет спрашивать- "Почему, мам? Ну, папа, ну, почему?". Мальчуган старается заставить родителей перейти от "нет" к "да". Взгляните на подростка, который просит позволить ему вернуться попозже, пойти в кино или покататься на машине. Он торгуется. Или взять юную студентку, пытающуюся завоевать сердце первого красавца факультета, избалованного женским вниманием, — она пускает в ход весь арсенал заправского торговца Актеры и актрисы Приходилось ли вам задумываться о необычайных способностях в области продажи, присущих актерам9 Это же продавцы-профессионалы, они только прикидываются, что играют' Посмотрите, сколько специальных приемов они используют Актеру нужно продать самого себя Для начала он должен убедить себя, что для исполнения данной роли у него есть все, что нужно Он должен убедить театрального агента, что он (актер) — весьма ценный и выгодный товар Актер должен убедить режиссера-постановщика, что он подходит для этой роли Он должен убедительно играть свою роль, чтобы вы и я приняли его а трактовку исполняемого персонажа Как в любой ситуации купли-продажи, доход актера и его личная жизнь прямо пропорциональны уровню его компетентности в четырех перечисленных областях. Печально то, что, если актер популярен, публика обычно считает, что успех к нему пришел сам собой — повезло, мол, парню Трудности, которые испытывал артист в начале своей карьеры, как правило, никому не известны, если только какой-нибудь журналист не вытащит их на свет. Многолетний опыт продажи — вот что сделало нашего кумира тем, кем он стал Люди, которые с улыбкой подают Вам обед Теперь я хочу перейти к совершенно другой профессии — к работникам ресторана. Все мы слышали немало историй о том, как начинающие актеры и актрисы подрабатывали в ресторанах, чтобы продержаться на плаву в отсутствие ангажемента. Получить такую работу несложно. Особой подготовки не требуется. Можно заработать неплохие деньги. Владельцы ресторанов не рассчитывают на то, что вы решите навсегда посвятить себя работе официанта, поэтому уволиться из ресторана тоже не составляет проблемы. Так что же связывает эти две профессии? Что делают официанты? Просто принимают у вас заказ и приносят пищу или пытаются продать вам удовольствие от време-

ни, проведенного за обедом? Два этих варианта вызывают достаточно различные ассоциации. Опытный официант не просто предлагает сделать заказ, а описывает богатый выбор напитков, закусок, горячих блюд и десертов. Почему9 Потому что он знает, как продавать, а тот, кто имеет хотя бы небольшой опыт' продажи, наверняка получает больше чаевых. 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Был такой случай. Дочь одного из моих студентов, Кристен, научилась искусству продавать, путешествуя с отцом в автомобиле, когда тот прослушивал кассету с нашим аудиокурсом Будучи старшеклассницей, она подрабатывала в ресторане. Как новенькой, ей дали меньше столиков, чем другим, но, к удивлению остальных официантов, она получала гораздо больше чаевых. И дело было вовсе не в том, что она была молоденькой приветливой блондинкой с хорошими манерами В чем же был ее секрет? Кристен никогда не спрашивала своих клиентов, будут ли они заказывать десерт; она исходила из предположения, что будут Она спрашивала, какой десерт или какое мороженное им подать При этом она, конечно, улыбалась Неудивительно, что ее клиенты заказывали больше, чем клиенты других официантов А чем больше счет, тем выше чаевые. Поэтому, обслуживая меньше столиков, Кристен зарабатывала довольно много, и при этом ей не приходилось, как другим официантам, из кожи вон лезть, чтобы получить маленькие чаевые с огромного количества клиентов Умение продавать помогло ей извлекать максимум прибыли при минимуме усилий. Юристы умеют подготовить сцену для торговли Законникам всякого рода искусство продавать необходимо как воздух Торговля требуется им не только для ведения бизнеса, но и для убеждения суда и судей в невиновности своего клиента. Адвокат должен суметь завоевать доверие перепуганного свидетеля, чтобы тот дал показания, которые могут существенно повлиять на ход дела Адвокат указывает своему клиенту, как лучше всего составить заявление Он торгуется с судьями, убеждая их забыть о том, что они должны действовать беспристрастно и руководствоваться только фактами дела и соответствующими статьями закона 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Важнейшими составляющими искусства продавать для юристов являются организация основного места действия, т.е зала суда, и сценарий поведения. Преуспевающие законники хорошо знают, где они должны находиться во время суда, когда сделать паузу и когда повысить или понизить голос, чтобы завладеть вниманием судей, как использовать язык жестов, чтобы повлиять на решение, и как сохранять хладнокровие и держать под контролем весь судебный процесс. К сожалению, будучи профессиональными торговцами, юристы стремятся создать положительный образ своему клиенту всегда, даже когда тот виновен в совершении преступления Если вы когда-нибудь попадете в число присяжных заседателей, у вас будет возможность понаблюдать, какие представления разыгрывают адвокаты обеих сторон Если им не удастся продать свой товар, они проиграют дело А адвокат, который часто проигрывает дела своих клиентов, карьеры не сделает Политики продают и продаются Если вам не противно, давайте поговорим о политиках Когда я заявляю, что политики — это профессиональные продавцы, мои слушатели обычно пожимают плечами. Но все-таки уделим им внимание, единственная стоящая вещь, которой политики

могут нас научить, — это искусство давать обещания. Сколько раз кандидаты обманывали своих избирателей, обещая добиться снижения налогов, — и, будучи избранными, голосовали за утверждение нового бюджета с увеличенной расходной частью. 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Не нужно быть семи пядей во лбу, чтобы увидеть, как часто политики противоречат сами себе, но я вовсе не стараюсь внушить вам мысль, что все политики двуличны. Этот стереотип так же неверен, как и расхожее представление о продавцах, с которым мне приходится сталкиваться в течение всей моей сознательной жизни. Однако на примере политиков удобно проиллюстрировать мысль о том, что всегда лучше давать конкретные обещания, которые можно выполнить в разумный период времени и с достаточной степенью вероятности. Почему мы связываем свои надежды с теми или иными политическими деятелями9 Почему мы голосуем за них? Потому что они убедили большинство тех, кто идет голосовать, что они (политики) могут и будут выполнять ту работу, которой требуют от них избиратели. Как они этого добились? Они нащупали ваше больное место — проблемы, которые вас волнуют больше всего, например экология, преступность, семья и пр. На этих проблемах политики строят свои платформы, давая на ваши вопросы как раз те ответы, какие вы хотите услышать. Поскольку они соглашаются с вашим мнением, вам кажется, что они такие же, как вы, и это главная причина, почему вы за них голосуете. Благодаря тому, что политики владеют опытом продажи и используют его, они без труда убеждают вас отдать им все, чего они хотят. Родители - наши самые главные продавцы Матери и отцы используют искусство продажи практически ежеминутно. В лучшем случае они продают друг другу и детям свое отношение, рассчитывая получить в ответ такое же отношение к себе. Каждый день родители воздействуют друг на друга с помощью убеждения, лести, поучений и внушения. Если бы существовал список навыков, владение которыми необходимо для воспитания детей (так же, как и другими видами купли-продажи), то он бы начинался именно с этих четырех методов. Словами или примером родители неустанно предлагают своим отпрыскам собственные ценности и принципы. Они убеждают или принуждают детей есть именно то, а носить непременно это, они учат, как поступать, с кем дружить, как утвердить себя в коллективе — и тысячам других вещей, которые дети должны знать, чтобы вырасти счастливыми, здоровыми и благополучными. Знание принципов продажи поможет родителям уменьшить количество стрессов, неизбежных при выполнении этой нелегкой задачи. Дети - большие специалисты по продаже Дети — вот кто лучше и последовательнее всех использует искусство торговли. Вы, я полагаю, знаете об этом, поскольку тоже когда-то были ребенком. Припомните, приходилось ли вам когда-нибудь желать чего-нибудь так сильно, что вы просто на все были готовы? Например, первый двухколесный велосипед или симпатичного хомячка? Вы, наверное, умоляли всех своих друзей и родственников, которые могли подарить вам то, что вы просили Может быть, вы даже обращались к посторонним — ко всем, кто мог помочь вам получить желанную вещь. Вы наверняка отыскали магазин, в котором самый широкий выбор велосипедов и самые низкие цены, или зоомагазин, где приветливая продавщица охотно объясняла, как лучше ухаживать за хомячком. После этого методом проб и ошибок вы изобрели способ постоянного напоминания о своей просьбе (в мягкой форме, разумеется) ро де

дителям и родственникам, которые упорно делали вид, что плохо слышат или страдают избирательной забывчивостью. В результате побеждал тот, кто лучше владел искусством продажи; надо думать, в стойкости и упорстве вы превосходили своих родителей Ведь обычно вы получали то, о чем мечтали' Если этот пример не вызвал у вас никаких воспоминаний или у вас нет детей, присмотритесь как-нибудь в магазине к чужому ребенку. Мало найдется малышей, которые, войдя в отдел игрушек, не кинутся к предметам, предусмотрительно расставленным продавцами на нижних полках Очень соблазнительно, не правда ли9 Теперь приготовьтесь вам предстоит увидеть продавцов-профессионалов, что называется, в деле (речь, конечно, идет не о работниках прилавка) Просто послушайте, что будут говорить маленькие хитрецы, и посмотрите, как они будут действовать, убеждая папочку, мамочку или дорогую бабулечку купить им понравившуюся игрушку 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Когда мои дети были еще совсем маленькими, мы придумали афоризм "Не продашь — не проживешь" Искусству продажи я начал обучать своих детей сызмальства, и сегодня мы пожинаем плоды этих замечательных уроков. Теперь по той же системе воспитываются наши внуки В главе 2 я более подробно остановлюсь на методе задавать вопросы, который мои дети столь блестяще использовали Желающие вступить в брак продают райскую жизнь и прочие блаженства Если вы одиноки, но не отказались бы вступить в брак, то вам следует запустить одну из самых грандиозных рекламных кампаний вашей жизни, целью которой является внушение своей избраннице (избраннику) мысли о том, каким раем стала бы ваша с ней (ним) совместная жизнь Далее, конечно, возникает необходимость постоянно поддерживать в вашей половине желание оставаться с вами. Брак — одна из серьезнейших сделок вашей жизни, к нему надо относиться с огромным вниманием и постоянно поддерживать Это поможет вам избежать диалогов типа. "Ты хочешь?.." "А ты хочешь9 " "Я первый спросил..." Мораль: научись продавать, и многого достигнешь! Теперь вопрос- насколько хорошо вы владеете навыками продажи9 Если вы освоили этот вид деятельности, то у вас высокие доходы и прекрасные отношения с сотрудниками Такие отношения — один из приятных результатов умения продавать и продаваться Однако, если вы не удовлетворены уровнем доходов или личными отношениями, поставьте себе первоочередной целью изучение искусства продажи Научиться этому — все равно, что вычеркнуть в лотерейном билете все выигрышные номера. Все, что нужно для этого сделать, — это потратить немного времени и сил на понимание и применение в повседневной жизни основных принципов продажи, доказавших свою эффективность и проверенных опытом. После того как вы усвоите эти принципы, они настолько войдут в вашу плоть и кровь, что никто (даже вы сами) не сможет отделить их от вашего естественного поведения Окружающие будут видеть в вас просто милого и знающего человека, и ваш образ не будет ассоциироваться у них с образом типичного торговца, этакого ловкача в клетчатом пиджаке из тех, что предлагают подержанные автомобили, поношенную одежду и квартиры в сомнительном районе. И, поверьте мне, вы войдете в круг людей, которые заставляют этот мир вертеться

????? 2 "??????????" ??????? - ???? ? ?????? В этой главе... > Как убедить клиента, задавая вопросы \^ Почему нужно спрашивать о том, что ваш клиент уже знает > Как четыре простых вопроса могут все изменить > Почему нужно спрашивать "почему"9

Нe умея разговаривать с людьми, вам будет трудно не только добиться своей цели, но и просто убедить других в ценности ваших предложений Мне кажется, еще очень многие недооценивают важности умения вести беседу. Зачастую люди полагают, что беседа — это когда говорят они сами. Они забывают, что диалог предполагает участие двух сторон, поэтому терпят поражение уже на первом этапе В основе' искусства общения лежит умение слушать и говорить В случае, когда вам надо убедить человека, говорить — значит в первую очередь правильно задавать вопросы. Вопросы — самый верный признак любопытства, мы никогда ничему не научились бы, если бы из любопытства не взялись за учебу Более того, количество вопросов, которые задает ребенок, прямо пропорционально уровню его умственного развития. В наше время, как никогда раньше, воспитатели поощряют детей в их стремлении задавать вопросы. Это способ познания мира, ставший частью процесса обучения, я считаю, что это прекрасно. Вы, наверное, усомнитесь может ли продавец (каковым я и являюсь) радоваться тому, что люди задают вопросы9 Ведь каждому известно, что продавец сам должен говорить, говорить и говорить, подавляя сопротивление клиента. Верно9 Неверно' Мой многолетний опыт работы с миллионами продавцов показывает, что лучшие представители этой профессии обладают одним общим качеством' они прекрасно умеют слушать. И видеть Они следят за языком жестов, которым пользуется говорящий во время беседы и обращают в свою пользу сведения, полученные в результате наблюдений 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В своей замечательной книге Как заводить знакомства и оказывать влияние на людей Дейл Карнеги приводит интересный случай, который подходит к нашей теме Однажды мистер Карнеги оказался в гостях, где среди присутствующих было всего нескольких человек, которых он знал. Весь вечер он знакомился с новыми людьми и разговаривал с ними. На следующий день хозяин дома услышал множество комплиментов в адрес нового гостя — особенно все отмечали, что тот оказался превосходным собеседником. Возможно, в вашем воображении возник образ мистера Карнеги, собравшего вокруг себя толпу слушателей и непрерывно сыплющего шутками и анекдотами. Ничего подобного! Как вы думаете, что делал автор знаменитой книги? Он просто беседовал несколько минут с каждым из гостей Будучи представленным, мистер Карнеги начинал расспрашивать своего нового знакомого о его происхождении. Польщенный ин-

тересом к своей персоне, тот пускался в более или менее продолжительный рассказ. Если он делал паузу, мистер Карнеги немедленно задавал следующий вопрос или просто с интересом спрашивал: "А дальше?". Сам Дейл Карнеги в течение вечера говорил очень мало и, тем не менее, приобрел славу замечательного собеседника. Задавая вопросы и предоставляя собеседнику возможность говорить, вы даете ему понять, что интересуетесь им и его проблемами. Тут вы опять совершаете поступок, противоречащий стереотипу продавца. Во время беседы вы не пытаетесь навязать себя и свой товар. Наоборот — вы все время заставляете собеседника говорить, и говорить о том, что важно для него. Вы задаете соответствующие вопросы. Что при этом происходит? Вы вовлекаете его в беседу, при этом ничего не навязывая. Я могу провести довольно неожиданную параллель: самые лучшие продавцы ведут себя так же, как мистер Карнеги. Они не относятся к типу ярких экстравертов, которые ведут беседу, большей частью разговаривая и навязывая другим свои знания и опыт. Нет, они — заинтересованные интроверты, которые говорят, большей частью задавая вопросы и выслушивая ответы. Но их вопросы тщательно продуманны, поэтому ответы собеседника несут важную для продавца информацию, которую он использует с выгодой для себя. Это опять же применимо ко всем сферам нашей жизни. Если большинство людей предпочитает демонстрировать собственную значимость, продавцы-профессионалы дают им ее почувствовать. Зачем вообще задавать вопросы? Учиться можно двумя способами: задавая вопросы или читая большие толстые учебники. Первый способ предпочтительнее. У него есть преимущество: если вы спрашиваете, то вы и управляете ситуацией. Обратите внимание, как берут интервью опытные журналисты. Или посмотрите по телевизору какую-нибудь передачу, посвященную праву: там часто показывают, как адвокат опрашивает свидетелей во время суда. Уже самой постановкой вопроса адвокат формирует ответ и предопределяет мнение, которое должно сложиться у судьи и присяжных Он продает! 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Если вы хотите продать или убедить, задавайте вопросы, которые помогут определить область интересов потенциального покупателя и выявить его заветное желание. Эта информация жизненно необходима, если вы намерены добиться успеха. Вы не сможете удовлетворить потребности клиента, пока точно не узнаете, в чем они заключаются Я не стану здесь подробно останавливаться на этом вопросе; о том, как определить, что именно нужно вашему собеседнику, подробно рассказано в главе 10. Предположим, сейчас у вашего ребенка самая заветная мечта — кроссовки новой модели, которые он увидел в рекламном ролике, а вы как раз пытаетесь убедить его вести более активный образ жизни и заняться спортом. Следовательно, для того чтобы добиться своего, вы можете сыграть на его желании, не так ли? Будучи ребенком, вы инстинктивно знали, что тактика вопросов никогда не подводит. Став взрослым, вы думаете, что умеете контролировать ситуацию и перестаете задавать вопросы, потому что слишком уверены в себе. Ребенок, который мечтает о новых кроссовках, пользуется таким подходом: Слушай, па, вот было бы здорово, если бы я прыгал и бегал, как Майкл Джордан' Если папа согласен, как ребенок действует дальше9 Понимаешь, па, у Майкла такие кроссовки, в которых все это получается само собой. Если бы у меня были такие же, ведь и я бы так смог, а ?

Естественно, папа немедленно выдвигает целую кучу причин против покупки новых кроссовок, большая часть из которых сводится к тому, что эти кроссовки стоят больше, чем ему ежемесячно приходится платить за квартиру. Однако, выслушав отцовские объяснения, отпрыск тут же хватается за любую возможность добиться своего Он нащупал слабое место отца и начинает бить по нему. Он предлагает: Слушай, па, если ты мне купишь такие кроссовки, я буду играть в баскетбол не хуже Джордана и куплю тебе дом Хотя с точки зрения отца, этот аргумент явно неубедителен, но сыновняя щедрость может пробудить в нем сентиментальность, которая повлияет на решение. Маленькие вопросы - большие перспективы С помощью вопросов вы можете выяснить мнение потенциального покупателя, которое вам необходимо знать для того, чтобы подвести его к принятию решения о покупке (положительного, разумеется). Предположим, в ходе беседы клиент заявляет, что при выборе автомобиля для него очень важен расход бензина на километр Запомните это. Когда вы подготовите почву для того, чтобы задать ему вопрос об окончательном решении, назовите основные причины, по которым ему следует купить именно ваш автомобиль. Начните с вопроса: Раме вы не говорили, что экономия топлива для вас играет важную роль ? 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Этим вопросом вы вызываете ответ "да", чем побуждаете собеседника соглашаться с вами и дальше. Момент "да" — это то, к чему стремится продавец. Как только собеседник начинает соглашаться, от вас требуется только одно- продолжать задавать нужные вопросы (как бы плыть по течению, попав в нужное русло). Незаметно для себя клиент окажется там, куда вы его ведете, и получит достаточно информации, чтобы принять мудрое решение, которое (как вы надеетесь) состоит в том, что он просто жить не может без вашего продукта или услуг. Убеждая клиента приобрести ваш товар, постарайтесь получить от него достаточное количество маленьких "да", которые в конце сольются в одно большое и решат исход дела в вашу пользу. Но, если во время первого контакта ваш потенциальный клиент не согласился ни с одним из ваших утверждений, зачем тратить свое и его время, продолжая рекламировать свой товар? Правильные вопросы помогают вашему слушателю настроиться на положительное восприятие. Можно использовать даже вопросы вроде этого: Репутация профессионала играет важную роль, не так ли ? Толку от этого вопроса, собственно, никакого, но вы получаете хотя бы один положительный ответ. Мне никогда не приходилось слышать, чтобы на этот вопрос отвечали Ну, нет Мы бы не хотели работать с профессионалами Мы предпочитаем иметь дело с жуликами и проходимцами Даже если вы или ваша компания известны высоким профессионализмом и безупречной репутацией, почему бы не поставить эти качества под сомнение, чтобы получить от клиента положительный ответ?

Вопросы, вызывающее заинтересованность покупателя Задавая вопросы, вы создаете особый эмоциональный микроклимат Если вы занимаетесь сбытом систем домашней безопасности, годится такой вопрос Представьте себе вы входите в собственный дом, а там притаилась какая-то опасность. Не правда ли, вы бы чувствовали себя увереннее, если бы знали, что в этом случае вы будете своевременно предупреждены? Что делает этот вопрос9 Он вызывает у вашего клиента вспышку тревоги по поводу неприятной перспективы входить в незащищенный дом Клиент выведен из состояния равнодушия. Это необходимое условие в любой ситуации, связанной с продажей Предлагаю рассмотреть два способа эмоционального воздействия на предполагаемого клиента Оба способа основаны на методике правильных вопросов Если после того, как вы рассказали о предлагаемом товаре (в широком смысле этого слова), клиент выдвигает конкретное возражение, спросите Если оставить в стороне этот вопрос, в остальном мое предложение вам подходит9 Каков результат этого вопроса? Для начала вы уходите от прямой конфронтации с клиентом, поскольку, возражая, тот начинает укреплять линию обороны против вашего предложения Вы должны сделать все, что в ваших силах, чтобы сохранить возможность продолжения диалога Вам нужно, чтобы клиент смотрел на вас как на союзника Вы заинтересованы в соблюдении его интересов Если клиент начинает возражать, это чаще всего признак того, что он пытается сбить вас с толку или слегка замедлить ход событий Более подробно я рассказываю об этом в главе 11, посвященной сомнениям и возражениям клиента Если услышанное вами возражение действительно имеет под собой почву, это сигнал о том, что сделка не состоится Если же возражения не носят характера решительного отказа, то вы можете использовать их для того, чтобы сместить акценты в беседе с потенциальным покупателем. Главное — определить, что в действительности скрывается под возражением клиента, это поможет вам правильно определить свои дальнейшие действия Задавайте вопросы, на которые клиент знает ответ 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Прежде чем задавать вопросы, запомните чтобы что-то продать или в чем-то убедить, вы должны дать собеседнику почувствовать его значимость Он тоже хочет ощущать себя важной персоной Поэтому никогда, ни при каких обстоятельствах не задавайте потенциальному клиенту вопрос, на который он не в состоянии ответить. Если вы, например, спрашиваете собеседника об объеме памяти его компьютера, а он не знает ответа, то вы ставите его в неловкое положение. Он чувствует себя школьником, не выполнившим домашнего задания Это провал' Такого результата надо избегать любой ценой В ситуации, когда вам нужны данные такого рода, следует спросить клиента, располагает ли он информацией о компьютере, на котором сейчас работает. Вполне возможно, такая информация у него есть Если вы объясните, какие именно сведения вам требуются, клиент их предоставит Но если вы будете действовать, исходя из предположения, что клиент знает ответ, а он его не знает, то вы приведете его в замешательство Он предпочтет обратиться к другому продавцу, который проявит больше такта и позволит клиенту проявить себя знатоком А вы? Вы останетесь на бобах

Продажа на уровне личных отношений Личные отношения — важная сфера нашей жизни. Поддерживаемые на должном уровне, они как ничто другое облегчают и скрашивают наше существование. Если вам кажется, что в этой части вы чего-то недополучаете, следует принять меры. 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Главное различие между средним человеком, который живет обычной жизнью, и тем, кому свойственно стремление к большему, заключается в том, что последний умеет убедить других принять его образ мыслей. Они любят жизнь и ищут возможности сделать ее интереснее, чтобы сохранить незабываемые впечатления, — как в своей памяти, так и в памяти друзей и близких. Они ищут приключений и всех приглашают с собой. Они принимают на себя ответственность за свою жизнь, понимая, что счастье нужно создавать собственными руками, и с энтузиазмом ищут путей достижения своей мечты. Они задают много вопросов. Задавать вопросы — один из методов добиться успеха, нужно только задавать правильные вопросы. Проверенные методы постановки вопросов У меня есть две методики постановки вопросов, с помощью которых вы поможете собеседнику обрести то, что он в действительности ищет Вот они, предмет моей гордости привязка, или выбор из двух вариантов, дикобраз и вовлечение Привязка к обстоятельствам Я предлагаю своим студентам самые разные методики постановки вопросов — и на семинарах, и на видеолентах, и на аудиокассетах. Одна из самых популярных методик носит название привязки. Если вы думаете, что она заключается в привязывании клиента к стулу с целью добиться от него "да", то ошибаетесь. Привязка — это фраза, составленная по формуле сначала утверждение, потом вопрос, требующий подтверждения Вот самые эффективные вопросы-привязки: Не так ли 9 Не правда ли у Ведь так у Правильно ? А вот примеры их использования' Сегодня великолепный день для гольфа, не так лм? (Когда собеседник согласится, ведите его на поле.) Очень важно содержать в чистоте площадки, где играют наши дети, правильно'! (Услышав "Конечно!", записывайте собеседника на субботник по уборке соседнего парка ) Отличная погода — самое время покататься на лыжах в эти выходные, верней (Услышав утвердительный ответ, быстренько готовьте лыжи.) Прошлый раз мы отлично погуляли, не так ли? (И, пока друзья предаются воспоминаниям о той прогулке, немедленно назначайте день для следующей.)

Цель вопросов-привязок — настроить собеседника на положительные ответы. Пока он соглашается с вами, вы с помощью все новых вопросов-привязок незаметно подводите его к тому вопросу, на который хотите получить положительный ответ. Профессионалы часто используют привязку такого рода: Отличная репутация и высокая квалификация очень важны, не так ли ? Кто ответит "нет"9 Задавая такой вопрос, продавец инициирует цепь утвердительных ответов клиента, который, надо надеяться, будет соглашаться и дальше — вплоть до пункта 7 той последовательности, о которой я говорил в главе 1. Так каков же будет ваш утвердительный ответ Вы, конечно, и раньше сталкивались с вопросами, предусматривающими в качестве ответа один из двух вариантов, но вряд ли вам приходило в голову рассматривать их как прием, который можно с успехом использовать в продаже. В вопросах такого рода заключено два предложения; отказ в них не предусмотрен. Удобнее всего использовать их для календарных событий, т.е назначения встреч, дат доставки и пр Вот два простых примера. Я могу так распланировать свои дела, что мы сможем встретиться в 1500 во вторник, или вас больше устраивает пятница, 11'00? Любой вариант ответа означает, что ваше предложение принято Ваш заказ будет доставлен ровно в 9'00 утра в понедельник или, если это не подходит, в 14:00. 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Прием выбора из двух вариантов используется также в тех случаях, когда вы хотите сфокусировать внимание клиента на определенном пункте или ограничить предложения некими рамками Если вы, например, занимаетесь организацией детской площадки в соседнем парке, то лучше сосредоточить внимание на планировке, не вдаваясь в дискуссию об остальных сторонах этого проекта Может случиться, что одна часть соседей захочет, чтобы площадка находилась в северном конце парка, а другая — в южном Вам же нужно поскорее организовать строительные работы, а не обсуждать место для площадки В этом случае задайте вопрос "Как вы думаете, какое покрытие будет лучше, опилки или песок9" Этим вы автоматически прекращаете споры вокруг географии, переключая внимание собеседников на другую тему, и одновременно предоставляете им выбирать только из двух вариантов Вопросы с ИЛИ особенно эффективны в разного рода опросах. Те, кто занимается исследованиями рынка, предпочитают конкретную информацию, а не общие рассуждения, поэтому они ставят вопросы таким образом, чтобы ограничить варианты ответов клиента Этот прием отлично зарекомендовал себя и в личных отношениях. Вот как он работает Вы планируете некое событие. Затем вы сообщаете о нем человеку, в обществе которого хотели бы отметить это событие, но сообщаете так, чтобы у него было только два варианта ответа — те, которые вы сами предлагаете в вопросе Отказ не предусмотрен. На словах все просто, не так ли9

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Если у вас возникло желание пригласить свою жену в ресторан, откажитесь от невыразительного Может, сходим куда-нибудь, поедим7 Не спрашивайте у нее также, не хочет ли она пойти в ресторан Поставьте вопрос так- Что бы ты предпочла сегодня на ужин — мексиканскую кухню или китайскую 7 Можете быть уверены — ужинать вы будете в ресторане (если только у вас или у вашей жены не найдется времени, желания и способностей пускаться в кулинарные изыски на собственной кухне) А как вы этого добились9 Просто проявили сообразительность и мягко подвели свою дражайшую половину к принятию вашего предложения. А вот пример из повседневной жизни Допустим, ваша дочь терпеть не может носить платья, а вы намерены взять ее с собой на какое-то торжество Не спрашивайте ее, какое платье она наденет. Спросите по-другому: Ты пойдешь в розовом платье или в красном7 Таким образом вы избежите споров о том, согласна ли она надеть платье, но при этом не лишите ее свободы выбора

Это один из моих любимых способов задавать вопросы Много раз он выручал меня в ситуациях, когда я мог бы ляпнуть что-нибудь, что заставило бы клиента отказаться от моих предложений. Возможно, вам тоже доводилось задавать неподходящие вопросы Сознательно или бессознательно вы пытались получить сведения, которые нужны вам, но которые противоположная сторона предпочла бы утаить Если вам задают вопрос, на которой вы не хотите отвечать, представьте себе такую картину. Я держу в руках ощетинившегося дикобраза и неожиданно бросаю его вам на колени. Как вы реагируете? Инстинктивно подскакиваете и отбрасываете колючий клубок обратно. 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Используйте этот прием, если кто-то задает вам вопрос, на который вы не хотите отвечать. Только как отбросить от себя вопрос7 Это же не дикобраз' А очень просто — в свою очередь безостановочно задавая вопрос за вопросом Вот как это выглядит на практике Предположим, потенциальный покупатель предлагаемого вами автомобиля задает, казалось бы, невинный вопрос А на эту машину есть гарантия 7 Какие подводные камни таит в себе этот вопрос9 Судите сами если вы отвечаете "да", а ваш клиент не доверяет гарантиям, то что вы получите9 Негативную реакцию, правильно9 С другой стороны, если ему действительно нужна гарантия, и вы отвечаете утвердительно, что происходит9 Он просто регистрирует этот факт, но вы теряете ситуацию, которую могли бы обыграть, —те допускаете просчет Вместо того чтобы давать такие бесперспективные ответы, бросайте дикобраза Отвечайте вопросом на вопрос, чтобы выяснить, почему клиент об этом спрашивает. А что именно вас интересует в гарантии 9 Теперь инициатива в ваших руках вы отбросили дикобраза и уменьшили количество игл, которые могли в вас впиться Задавая вопросы, вы определяете, что конкретно интересует собеседника Если для него наличие гарантии — решающий фактор, то вы сможете использовать это в качестве главного аргумента, когда дело дойдет до принятия решения А если он не доверяет гарантиям, вы будете избегать этой темы в дальнейшем разговоре

34 ????? I. ?????? ?????????

Есть еще один способ постановки вопросов — вовлечение Он заключается в том, что вы задаете вопросы, с помощью которых ваш собеседник понимает, что его ожидает, если он примет ваше предложение Если вы торгуете офисным оборудованием, закиньте крючок с такой наживкой С кем мы должны будем связаться, чтобы организовать обучение работе на факс-машине 7 Вы заставляете покупателя задуматься о проведении обучения, которое следует за приобретением факс-машины, а не о том, стоит ли ее покупать Если вы уговариваете кого-то стать своим партнером по бизнесу, хорошо действуют вопросы такого типа А что вы и Дженет будете делать с теми деньгами, которые мы заработаем в следующем году согласно нашему бизнес-плану 7 Станет ли ваш собеседник дальше раздумывать над таким заманчивым предложением9 Конечно, нет Он уже думает, на что потратить деньги, которые будут заработаны после принятия вашего предложения о совместном бизнесе Если у собеседника есть заветная мечта, об исполнении которой он мечтает, но препятствием является нехватка денег, то он почувствует себя просто обязанным участвовать в вашем проекте Более того — он будет вам благодарен за то, что вы помогли ему решить эту проблему Каю с помощью вопросов заставить собеседника сказать "да" Теперь, когда вы уже знаете, что такое правильные вопросы, я расскажу о том, как ими пользоваться В зависимости от того, что вы предлагаете — продукт, услугу или идею, — правильно поставленный вопрос позволяет получить информацию, которая необходима, чтобы убедить клиента принять ваше предложение

Когда вы продаете продукт, — неважно, материальный или нематериальный, — ваша задача заключается в том, чтобы заинтересовать клиента этим продуктом. Вы убеждаете клиента в прелести обладания предлагаемым продуктом Помогите ему нарисовать такую картину, в которой он безмерно счастлив тем, что в его распоряжении такая замечательная вещь (услуга) Это делается с помощью вопросов Если вы продаете начальнику отдела новый, более мощный компьютер, спросите А кто чаще всего будет работать на компьютере7 Этот вопрос заставит менеджера задуматься, и в самом деле, кто9 (Вопрос-привязка, узнаете9) В его воображении возникнет Джеймс или Джонс, окруженный новым оборудованием и выполняющий все задания в рекордно короткие сроки Далее менеджер попытается представить, где лучше установить новый компьютер В воображении он уже приобрел ваш товар, хотя вы еще не спрашивали о решении. Это продажа Агенты по торговле недвижимостью, если они профессионалы, частенько прибегают к технике вовлечения Она просто создана для того, чтобы использовать ее, показывая клиенту дом Например, агент видит, что жена клиента пытается определить

на глаз метраж гостиной, и задает вопрос: А куда бы в этой комнате вы поставили софу7 Она тут же представляет себе в этой комнате свою мебель, а заодно и себя; это означает, что она видит себя так, как этого хочет агент, — хозяйкой этого дома. Да и в личной жизни многие из нас достигли высот совершенства в технике вовлечения, убеждая своих мужей/жен согласиться на то или иное предложение Здесь с успехом применяется вопрос типа Солнышко, как ты думаешь, где лучше поставить новый велотренажер, в спальне или в гостиной7 "Солнышко", должно быть, и не подозревало, что планируется покупка велотренажера, и уж тем более представления не имеет о том, куда его поставить Тем не менее, если для вопроса выбран подходящий момент, покупка велотренажера — дело решенное. Продажа идей Предположим, у вас имеется некая идея, которой вы хотите поделиться с остальными и увлечь их так же, как увлечены вы сами Возьмем, например, проблему общественной безопасности. Вы хотите организовать в своем дачном кооперативе систему охраны, в которой приняли бы участие все дачники Для этого сначала нужно опросить соседей, чтобы узнать, насколько их интересует эта идея И только после того, как они выскажутся в пользу безопасности, сообщите им, что именно от них требуется. Эффективной привязкой может оказаться вопрос' За последнее время участились случаи грабежей дачных домиков Меня это очень беспокоит, а вас 9 После того как соседи выскажут единодушную озабоченность, вы можете добиться их согласия заявлением такого рода Я уже разговаривал с другими дачниками, и мы решили, что нужно поставить сторожку и дежурить по двое или по трое Получится, что каждый будет занят не чаще одного раза в два месяца И только мужчины, разумеется С кем из соседей вы бы хотели выйти на дежурство 7 Ради такого дела не грех и схитрить, правда9

????? 3 ??? ???? ? ????????? - ?????????? ??????? ? ????? В этой главе... Никогда не смешивайте дело с удовольствием — если не знаете, зачем это нужно делать Как улучшается ваша жизнь, когда вы забываете о том, что вы взрослый и умный Не сбавляйте темпа Что подстерегает вас за пределами зоны комфорта

Многие предпочитают не смешивать бизнес и личную жизнь Обычно это и не нужно Если вы, например, по профессии психиатр, то не станете же вы ограничивать число своих друзей только пациентами, правда9 Не рекомендуется смешивать и работу с развлечениями. Что там говорит народная мудрость? Делу время, потехе час. И все же работу и развлечения нельзя считать взаимоисключающими понятиями. Что отличает первое от второго? Развлечения часто подразумевают физическую активность Но ведь существуют виды работ, также связанные с физическими деятельностью например, обучение разным спортивным играм — работа профессиональных игроков и тренеров. Лично мне не очень нравится, что у многих людей работа подходит под мое определение понятия работа Я считаю, что работа — это то, что мы делаем тогда, когда хочется заниматься чем-то другим. А если вы делаете именно то, что хотите делать, то это называется увлечением, или хобби В большинстве случаев отношение к своему делу как к хобби значительно повышает степень удовлетворения и количество приятных ощущений, приносимых этим делом. Причина в том, что вы постоянно настроены на повышение своего профессионального уровня, поскольку это делает ваш бизнес все более и более прибыльным. Когда вы начнете ощущать это на себе, знайте: ваш бизнес превратился в хобби. В один прекрасный день вам уже не придется убеждать себя в том, что дело вашей жизни может быть приятным; удовольствие от работы станет естественным. Такое слияние страсти и профессионализма произошло со мной в продаже. Я начал заниматься продажей, чтобы сделать карьеру. Когда в самом начале у меня ничего не получалось, я понял, что мне не хватает знаний Я начал усердно заниматься. Известно, что немало богатых людей сделали себе состояние на торговле; я предположил, что они знают что-то такое, чего не знаю я. 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Именно эта мысль заставила меня превратить продажу в хобби. Я стал усиленно заниматься самообразованием. Я наблюдал других торговцев и подмечал маленькие хитрости, которые помогали им добиться успеха. Я читал литературу, посвященную разным аспектам торговых отношений. И я тоже начал зарабатывать много денег! Верьте мне, когда я говорю, что именно деньги заставили меня смотреть на продажу как на хобби.

Но затем случилось следующее, мне удалось превратить свою работу (которая стала моим хобби) в нечто большее — в стиль жизни Сегодня я живу и дышу продажей Я так построил свой бизнес, что получаю удовольствие от того, что делаю ради заработка. Я больше не "работаю" — если считать работой то, что вам приходится делать вместо того, что бы вы хотели делать. Продажа сегодня составляет неотъемлемую часть моей жизни, каждым днем которой я поистине наслаждаюсь Если для того, чтобы заработать себе на жизнь, вам приходится терпеть работу, которая вам не по душе, стоит задуматься Почему вам не нравится то, что вы делаете? Наверное, потому, что вы не достигаете успехов, не получаете повышения и не находите в работе ничего приятного. А в чем причина? Очевидно, в уровне вашей компетентности в том деле, которым вы заняты Если вы не делаете свою работу хорошо, неудивительно, что она не приносит вам удовольствия Если вы пришли к такому заключению, то перед вами два пути 1. Вместо того, что вы делаете, займитесь чем-то другим — тем, от чего получаете удовольствие 2 Начните делать свое дело так, чтобы находить в нем интерес. Как молоко превращается в сливки 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Что отделяет нас — 5 процентов преуспевающих торговцев — от всех остальных, которые в поте лица пытаются чего-то добиться9 Вы задумались9 Но это же элементарно! Самые преуспевающие торговцы по-настоящему увлечены своим безумным занятием. Для них, чемпионов среди продавцов, продажа не есть "работа". Чемпионы давно узнали секрет, как превратить продажу в хобби. Когда продавцы-чемпионы ищут клиентов, ходят на встречи, налаживают связи, рассказывают о товаре, они делают то, что обожают делать. Так уж получается, что за удовольствие заниматься любимым делом им еще и неплохо платят. Если вы пытаетесь развить в себе способности к продаже и ищете стимул, чтобы довести эту способность до совершенства, радуйтесь тому обстоятельству, что мы ведем с вами этот разговор посредством книги Я открываю вам самую главную тайну достижения успеха в торговле. ПРЕВРАТИТЕ СВОЮ РАБОТУ В ХОББИ' Вы буквально не успеете оглянуться, как это новое хобби станет вашим образом жизни. Вы будете жить и дышать продажей — причем не без выгоды для себя. Интересный факт. чем больше вы будете увлекаться продажей, тем чаще будете наблюдать самые разные виды продажи в окружающей жизни. Когда же вы по-настоящему освоите продажу, то увидите, что именно она лежит в основе любого общения с окружающими, на чисто деловом уровне вы начнете замечать приемы продажи других и сравнивать их с теми, которыми пользуетесь сами. Самое приятное здесь то, что окружающие даже не догадываются, что вы делаете. Вы берете на вооружение любые понравившиеся вам приемы, а те, у кого вы их берете, и не подозревают, что являются вашими учителями Ведь материал лучше усваивается тогда, когда он подается в неформальной (и неторговой) обстановке Другими словами, привыкайте к новым ощущениям Ситуации, в которых прежде вы не видели ничего особенного, теперь представляются в ином свете, и вы говорите себе "Ого, да это продажа'". Берите на заметку все И в семейной жизни ене вреден элемент продаж Надеюсь, я убедил вас, что продажа — основа всего, что мы делаем (если нет, перечитайте главу 1); возможно, вы уже пробовали превратить продажу в хобби — еще до того, как открыли эту книжку. Теперь вы будете подмечать, как действуют специа-

листы по продаже в разных житейских ситуациях. Может быть, вы обратите внимание и на взаимоотношения в своей семье Если разобраться, одним из замечательных результатов освоения навыков продажи становится более глубокое понимание семейных отношений. Вы быстро обнаружите, что самые лучшие продавцы — дети. Только посмотрите, каким дипломатом может быть ваш сын, когда ему хочется покататься на автомобиле или нужны деньги на новые джинсы! Вспомните его профессионально поставленный вопрос. Папа, тебе машина будет нужна в пятницу или в субботу? Какой оборот принимает беседа дальше? Не чуя подвоха, вы отвечаете' В субботу После чего отпрыск заявляет. Прекрасно.' Тогда я возьму ее в пятницу. Если у вас есть дети, то с такими шедеврами искусства продажи вы сталкиваетесь буквально ежедневно Вряд ли вы заметили, что в нашем примере сын использовал классический вопрос с двумя вариантами выбора, о котором мы говорили в главе 2 Вас купили, а вы и не заметили Все дело в отношении

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Проведенные мною специальные исследования показали, что разница между продавцами-неудачниками и их процветающими коллегами кроется в отношении Причем это верно не только применительно к продаже, но и ко всем аспектам нашей жизни. Вспомните кого-нибудь из своих знакомых — того, кто счастлив и добился успеха В каком настроении он чаще всего пребывает9 Бывает ли он подавлен, расстроен или хотя бы апатичен9 Сомневаюсь Скорее всего, обычно он излучает оптимизм, улыбчив и захвачен очередной идеей 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Почему бы не перенести ту заинтересованность, которую вы проявляете в отношении своих увлечений, на другой предмет — на продажу самого себя, своих идей или на реализацию материальных воплощений своего увлечения (если ваше хобби — вязание или выжигание по дереву)9 Вместо того, чтобы превращать в хобби работу, связанную с продажей, подумайте-может быть, по-новому взглянуть на хобби? Вдруг оно имеет рыночную стоимость9 Я не утверждаю, что, продавая связанные своими руками салфетки, вы станете миллионером, но ведь успех измеряется не только деньгами. Если вы сможете с помощью своего хобби обеспечить себе сносное существование, мне кажется, вы уже добьетесь успеха Подумайте над моими словами. У вас есть хобби — значит, есть и энтузиазм, и увлеченность, и знания. Теперь от вас требуется показать окружающим, почему и они должны заинтересоваться предметом вашей страсти. Если провести некоторые исследования, окажется, что очень многие из преуспевающих ныне бизнесменов начинали с продажи своего хобби. Решите, что вам нравится делать, и подумайте, как сделать так, чтобы зарабатывать на этом. Что может быть лучше?

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Еще одна важная черта, которой обладают увлеченные люди и которой часто лишены работники торговли, — это увлеченность Слишком много людей, разочарованных своей работой, не проявляют к ней никакого интереса, что отражается на создаваемой ими атмосфере. Они превращаются в равнодушных наблюдателей. Они не участвуют в неофициальных мероприятиях своей компании. Они даже не общаются друг с другом.

У тех, кто относится к работе с большим энтузиазмом, жизнь интереснее и приятнее. Если даже вы не пребываете в восторге от того, чем занимаетесь, радуйтесь по крайней мере тому, что живы Научитесь привносить эту радость в работу, и вы заметите, что последняя станет более приятной Не может быть, чтобы в вашей работе не было совершенно ничего хорошего. Что-то же должно вам нравиться — хотя бы возможность бесплатно звонить по телефону или престижный район, в котором расположено ваше учреждение Может быть, вам приятно общаться с кем-то из сотрудников В той работе, которой вы занимаетесь ради денег, обязательно должно найтись что-то, что вам нравится. 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Если вам абсолютно ничего не нравится в вашей работе, то пора серьезно задуматься о поиске другого места Нет никаких причин страдать дни напролет на работе, которую ненавидишь. Тем более, что пользы от этого никакой — ни вам, ни делу. Продажа - она повсюду Если вам нравится что-то делать своими руками и ваше хобби — поделки из дерева, вязание, вышивание или приготовление пищи, то рано или поздно созданных вами шедевров становится слишком много Что вы с ними делаете9 Раздаете знакомым — те. дарите. Знакомые восхищаются; вы с увлечением рассказываете о своих замыслах, знакомые увлекаются вместе с вами и просят сделать "что-то в этом роде для нашей тети". При этом они обычно прибавляют — "мы, конечно, заплатим". Слышите что-то знакомое9 Похоже на продажу, правда? Каким бы ни было ваше хобби, вы получаете от него больше удовольствия, когда есть кто-то, с кем можно его разделить (Не зря же любители пения вступают в хоровые кружки!) Продажа и создание личных отношений идут рука об руку, как мы только что видели на разных примерах Век живи, век учись, или Знание — сила Превратить продажу в хобби совсем просто. Для этого не требуется специальных инструментов или оборудования. Не надо и капиталовложений. Самое главное — не надо далеко ездить, чтобы этим заниматься. 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Так что же нужно для начала9 Начните обращать внимание на то, как ваши дети или родители обсуждают с вами семейные дела. Посмотрите, как вас обслуживают продавцы в ближайшем магазине и как это влияет на ваши впечатления от покупки продуктов. Заведите себе привычку читать (а не просматривать) объявления на улице и в газетах. Какие из них особенно привлекают вас и почему? Внимательно слушайте рекламу по радио; те ролики, которые заинтересовали вас, заслуживают тщательного анализа. И вообще, учиться искусству продажи можно у всех — даже у специалистов по экономике и теории рыночных отношений, которых так часто показывают по телевизору. У детей есть привилегия тратить на учебу сколько угодно времени, а мы, взрослые, в этом себе отказываем. Мы слишком заняты, чтобы ходить на курсы или получать еще одно образование. Отлынивать от получения новых знаний — вот чему мы учим 4В

ся очень быстро и совершенно самостоятельно. К тому же мы считаем, что и так достаточно образованны. Чтобы избавиться от этих иллюзий, вспомните, на сколько вопросов из передач "Что, где, когда", "Брейн-ринг" или "Счастливый случай" вы в состоянии ответить. А хоть один кроссворд вы разгадали до конца? Подумайте: подавляющее большинство людей прекращает учиться сразу же после получения диплома о высшем или среднем образовании. Сотни тысяч взрослых за 20 лет после окончания института не прочитывают и половины тех книг, которые они изучили за пять лет в институте. Исследования показали, что привычка прослушивать обучающие кассеты в автомобиле (или в метро, если у вас есть плейер) позволяет получить столько же информации, сколько требуется для получения кандидатской степени. Разве трудно носить с собой несколько кассет9 Ведь вы же слушаете таким образом музыку' Но чему полезному в жизни смогли научить вас исполнители популярных песенок, даже вместе взятые? Учеба - это совершение "полезных " ошибок Позвольте себе такую роскошь — остаться студентом на всю жизнь Я не имею в виду кочевать из института в институт до самой пенсии Ищите новых знаний' Вы даже не представляете себе, насколько это может изменить вашу жизнь. Студенты обычно начинают с того, что все делают неправильно Позволив себе остаться студентом, вы получаете право на ошибки. Ваша жизнь становится проще и веселее: вы больше не обязаны во всем быть правым только на том основании, что вы взрослый и образованный человек Оставшись студентом, вы перестанете терзаться из-за поражений Вместо этого вы станете смотреть на них как на приобретение опыта Ведь вы студент, значит, можете получить "двойку". Не усвоив этой философии, вы не сможете подняться выше той ступени, на которой находитесь сейчас А раз у вас есть право на ошибки, значит, вы станете искать тех, кто объяснит вам, как превратиться из того, кто вы есть, в того, кем хотите стать Для начала скажите себе я знаю далеко не все, я вообще мало что знаю После этого вы начнете получать удовольствие, выявляя все новые пробелы в своем образовании. Это закономерный и очень важный этап процесса обучения 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Не зря говорят' век живи, век учись Настоящего профессионала можно узнать по тому, сколько раз он принимается за учебу после того, как "уже все ясно". Стоит вам допустить, что о каком-то предмете вы знаете все или хотя бы достаточно, значит, вы скатываетесь до уровня посредственности. Путь познания — от куколки к бабочке Невозможно чему-то научиться с одного раза. Конечно, есть одаренные личности, которые все схватывают на лету, но мастерство приходит только с опытом. Никто из нас не научился ходить с первой попытки. Учение требует терпения и практики. Кроме того, нужно психологически настроиться на то, что усвоение новых знаний происходит по определенным законам. А теперь давайте рассмотрим четыре уровня знания. Неосознанное незнание Во всех областях жизни существует четыре уровня знания. Первый уровень называется неосознанное незнание. Это самый низший уровень: на нем находятся люди, которые не знают, что они чего-то не знают. Их не интересует ничего новое, они не

стремятся изменить себя. Этим людям помочь труднее всего, потому что они не осознают, что нуждаются в помощи. Именно такие люди ставят на полупустой автостоянке свои автомобиль так, что вы не можете выехать. Это они, не задумываясь, бросают со своего балкона всякий мусор на головы прохожих. Они ведут неинтересную и до ужаса однообразную жизнь, потому что живут во сне — они еще не проснулись и даже не подозревают, что можно жить по-другому Или же они просто довольны тем, что из себя представляют Есть и другая категория людей, которые подпадают под это определение. Это вы и я. "Да вы что, — удивитесь вы — Я никогда не делаю ничего подобного". Сейчас, может быть, не делаете, но наверняка делали раньше. Мы все находились на уровне неосознанного незнания, когда начинали чему-то учиться. Не верите? Попробуйте пожонглировать тремя предметами. Когда мы видим, как легко это выходит у профессионала, то думаем примерно так ничего сложного, любой человек с нормальной координацией легко с этим справится Это один из примеров неосознанного незнания нам кажется простым то, чего мы никогда не делали Посмотрите на ребенка, который учится ходить Он не осознает, что он не знает, как. надо ходить. Когда он учится, падая на каждом шагу, его поддерживают заботливые руки взрослых Тот момент, когда при падении он начнет искать эти руки, знаменует собой переход на следующий уровень — осознанного незнания. Осознанное незнание

Второй уровень есть осознанное незнание Человек вырывается из мрака неосознанного незнания, когда осознает, сколь многого он не знает В увлекательном мире продажи вы сейчас находитесь, видимо, именно на этом этапе Вы понимаете, что много не знаете, и хотите узнать больше Как я об этом догадался9 Очень просто — вы держите в руках мою книгу Вы бы не стали ее читать, если бы не сказали себе: "Все-таки я очень многого не знаю о продаже". 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А теперь я скажу вам очень важную вещь' как только вы осознали, что надо повышать свой уровень знаний, немедленно начинайте действовать'. Сколько великих замыслов так и осталось нереализованными только потому, что человек не знал, куда обратиться за помощью, или поленился поискать место, где ему помогут! Недостаток знаний может погубить в вас личность, если вы не приметесь за дело. Перестаньте лелеять в себе Обло-мова. Чтобы подняться на третий уровень, вы должны действовать. Осознанное знание На третьем уровне, осознанного знания, вас ждут новые трудности и новые победы. Но на этом этапе ваше желание измениться становится столь велико, что вы легко преодолеваете все препятствия. Вы уже пробуете выходить в открытое море. Главное — не переоценивайте себя, и дело пойдет на лад Усилия, которые приходится прилагать на пути к знаниям, приносят радость преодоления. Не допускайте "головокружения от успехов", но и не впадайте в пессимизм. Верьте в себя, даже когда кажется, что ничего не получится. Вспомните, каким несчастным вы чувствовали себя на первом уроке немецкого языка. Почему? Потому что со всей остротой ощутили свое осознанное незнание. Но затем вы взялись за учебники, поняли, что надо учиться (вернее, ваши родители дали вам это понять самым недвусмысленным образом), и в конце концов достигли уровня осознанного знания.

42 I V.

Неосознанное знание И тут мы, наконец, подошли к четвертому и последнему уровню знания, который называется неосознанным знанием На этой стадии обучения вы начинаете применять все знания, полученные на предыдущих этапах, не прилагая для этого никаких видимых усилий. Примером неосознанного знания может служить то, что вы читаете эту книгу. Вы бы не смогли этого сделать, если бы только начинали учиться читать. Но вы легко складываете буквы в слова, без усилий понимаете даже самые длинные предложения, быстро улавливаете суть, — словом, проявляете незаурядное мастерство, даже не задумываясь об этом. Если вы учитесь всю жизнь, у вас есть огромное преимущество, вы перестаете быть жертвой обстоятельств. Вы принимаете на себя ответственность за свои успехи и поражения, поэтому вам не надо обманывать себя при оценке своих достижений и провалов О том, как важно держать глаза и уши открытыми 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Большинство взрослых не могут учиться не потому, что не хотят, а потому, что у них просто нет времени Когда мы были молоды, мы столько времени тратили на учебу! Лишь иногда позволяли себе отдохнуть и развлечься Потом появляется семья, ответственность за нее, заботы о детях, материальные проблемы . Все силы уходят на это. Где уж тут вырвать часок на учебу! Извлекайте уроки из каждого события 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Начиная с этого дня, попробуйте вменить себе в обязанность постоянно учиться и повышать свой профессиональный уровень. Избавьтесь от отношения к учебе как к тому, что мы делаем, "когда есть время". Учеба — это то, что вы должны делать, чтобы добиться тех целей, которые перед вами стоят. Когда вы примете такой образ мыслей, у вас сразу появится время на продолжение образования — и вы поймете, что значит "век живи — век учись". Начиная изучать какой-то предмет, мы в состоянии воспринять только определенное количество информации. Попытка превысить это количество вызывает то, что я называю спазмом восприятия. Мозг не может переработать чересчур большой объем новых данных. Кроме того, помните, что уровень осознанного незнания нужно проходить постепенно. Если вы "проглотите" целиком такой сложный предмет, как, например, продажа, то не сможете "переварить" его. Тогда вам будет так тяжело на уровне осознанного незнания, что вы решите все бросить и сдаться Поэтому в процессе накопления новых знаний не надо мозговых штурмов. Ваш девиз — постепенность. Новичкам, которые выбрали своим призванием науку продавать, часто хочется добиться успеха в мгновение ока. В этом есть какая-то детская вера в то, что быть взрослым — значит получить все сразу. Многие люди исходят из предположения. Я взрослый образованный человек Мне все должно даваться без труда.

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Сказать-то это легко, а вот выполнить .. Не надо равняться на тех, кто быстрее добился успеха, и копировать их приемы Они более удачливы, потому что больше знают, лучше учатся и не жалеют времени на подготовку. Они уже научились языку жестов, особым интонациям голоса и всему тому, к чему вы только приближаетесь. Другими словами, не надо на попугайский манер перенимать чужие приемы и уловки. Корень учения горек, зато плод его сладок Помните, я говорил об осознанном знании0 Чтобы добраться до него, нужно преодолеть неосознанное незнание и справиться с его двойником, осознанным незнанием. Возможно, это будет нелегко К тому же, чтобы добиться успеха, вам придется выбраться из своей зоны комфорта. Зона комфорта — это то, где вы сейчас пребываете; вы не сможете достичь успеха, если будете оставаться в ней вечно Нельзя делать в этой жизни только то, что хочется Но вы можете научиться управлять своими желаниями и использовать их для достижения поставленных целей Видите ли, как только вы открыли себя новым знаниям, вы перестали быть тем, кем были минуту назад, — вы вышли из скорлупы прежнего комфорта и безразличия в большой мир, не очень уютный, но ужасно интересный Но это не значит, что вы лишились своей зоны комфорта навсегда Вы решили изменить свою жизнь, начали учиться и поставили перед собой новые цели После того как вы достигнете их, у вас появится новая зона комфорта Самое главное — не остановиться на этом, не прекратить охоту за знаниями, т е снова выйти из зоны комфорта, чтобы подняться на очередной уровень Постоянное стремление вверх постепенно превращается в замечательную привычку, которая свойственна всем, кто достиг в этой жизни успеха Они не могут представить себе ни дня без приобретения новых знании 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Кстати, о расставании с зоной комфорта Чтобы облегчить возможные трудности, постоянно представляйте себе, каким вы скоро станете. Я всегда говорю своим студентам, что тут очень подходит принцип "притворяйся тем, кем хочешь стать, и ты им станешь" Я не вкладываю в эти слова никакого негативного смысла Я предлагаю вам нарисовать в своем воображении человека, обладающего чертами характера, о которых вы мечтаете. Старайтесь действовать так, как действует этот человек, — например, он успешно использует навыки продажи, чтобы получить повышение по службе, или отлично ладит с окружающими, потому что овладел искусством убеждения. Действуйте, как ваш преуспевающий двойник, и говорите, как он. С достижением каждой из поставленных перед собой целей вы постепенно сольетесь с ним. Вокруг вас возникнет атмосфера успеха. И чем больше ваши успехи, тем комфортнее вы себя будете чувствовать. Этот метод используют спортсмены-профессионалы. Баскетболистов, например, учат создавать в воображении картину броска, после которого мяч попадает точно в корзину. Спортсмен закрывает глаза и сосредоточивается на кончиках пальцев; он мысленно отсекает других игроков и видит только корзину. Это помогает ему бить точно в цель во время настоящей игры. 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Итак, превратите пролажу в спое хобби. Читайте о ней. Обращайте внимание на тех, кто занимается ею. Пробуйте применять в реальных ситуациях. Сделайте продажу темой своих разговоров. Я думаю, вы очень скоро заметите, насколько интереснее жить с таким хобби. К тому же вы будете лучше понимать, что происходит вокруг и как использовать это в своих целях. 44 4afTL I Vuauua пп/шаватч.

????? II ???????? ??????? ??? ??????? ????????? 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