2013 商务谈判 (Session 2 )Mar.6th.n..ppt

Business Negotiation 云南大学工商管理与旅游管理学院 曾 萍 pennyzeng@163.com 商务谈判的内容 关于谈判… 谈判者之自我定位 “Everyone lives by selling something”(每一个人都靠出售某些东西为生 ) ----- Robert Louis Stevenson 每个人都是销售员！ 每一个人经常都需要面对顾客！ 顾客是什么？ 关于谈判… Nothing happens until somebody sells something, Therefore, the customers are the business. --- 除非卖出东西，否则什么都不算数。因此，顾客就是企业的命脉. 关于谈判… （ Rule1： The customer is always right 规则一：顾客永远都是对的。 ( Rule 2: If the customer is ever wrong, reread Rule 1. 规则二：假如顾客果真是错的，重读规则一 “It’s not the employer who pays the salaries, it’s the client”(亨利。福特) （支付薪水的人并非雇主，而是顾客） 关于谈判… 销售员（谈判者）如何面对顾客 （谈判对手） 在态度上，要成为顾客的伙伴 在角色上，要充当顾客的顾问 在认知上，要将顾客视为“衣食父母” 在行为上，要借着满足顾客的需要为手段以换取顾客满足自己的需要。 成功的谈判： 目标要实现，要富于效率， 要赢得谈判对手之信任？” 　　  谈判的概念 谈判是指人们为了协调彼此之间的关系，满足各自的需要，通过协商来争取意见一致的行为和过程。 We negotiate everyday… Think of a typical day: Over breakfast you may get into an argument with your spouse about buying a new car. You think it’s time, but your spouse says, “Don’t be ridiculous! You know we can’t afford it right now.” You arrive at work for a morning meeting with your boss. You present a carefully prepared proposal for a new project, but your boss interrupts you after a minute and says: “We already tried that and it didn’t work, Next Item.” We negotiate everyday… Think of a typical day: (Cont.) During your lunch hour you try to return a defective toas