"Selling Everything Is Selling Experience" is a book published by CITIC Publishing House in 2014. The author is Lee Cockrell. The following is my review of "Everything I Sell is Selling Experience" that I collected for you. Welcome to read it. I hope you will like it. "Everything Is Selling Is Selling Experience" Review 1

First of all, I am not a person who is very good at reading this kind of books. Compared with technical books, I am indeed a little confused, so that I read twice. However, I still feel that I cannot describe such a good book through words. Just when I used Word to write my feelings, I had some feelings. As for whether it is right or wrong, it is just my personal feeling.

I am used to using documents to post work-related texts. And "Habit" is the biggest feeling this book gave me.

No matter which industry you are in, personal habits are closely related to your work. For example, do you have the habit of wiping the milk gun after pouring milk? Regarding what is a good experience, the summary and examples in the book have clearly explained it. Personally, I wonder if I have the habit of giving our guests a good experience. Habits can be developed slowly, but how to develop them is a big problem for me.

So after reading it for the second time, I feel that the whole book is telling me that while serving the guests, I am also experiencing my own service. Think more about the guests and what the guests need next. This is not Brainstorming is completely a habit of people working in the service industry. If you are not satisfied with the experience you give yourself, then the people who paid for the experience will be extremely dissatisfied. In the words of the book, the emotion given is not enough, there is no emotional communication between people, and no matter how good the product is, it is dull in some aspects, let alone something as humanistic as coffee.

When it comes to emotional communication between people, language is a very important channel. If you can't express it in words, express it with actions. For every transaction, let's use the word "transaction" to make the guests feel that this is not just a process of you giving me money and me giving you something, but I hope you like this drink, and I also like it very much. your process. It is difficult but also very easy to care about you very much when we first meet, and it is from the heart. It’s difficult because there is no skill at all. The hypocritical emotions are easy to break, but the emotions from the heart are comfortable and warm. There are no examples here because this feeling can only be experienced personally. Therefore, my greatest understanding of this book is to learn to stand in the other person's perspective, learn to give the other person more care and understanding, and learn to develop the habit of letting guests feel the care coming from you.

Finally, I would like to thank all my colleagues for their tolerance and concern. I hope you will get better and better. Thank you all! "Everything I Sell is Selling Experience" Review 2

With the rapid development of the market economy, the focus of market transactions continues to shift towards the buyer, and customers play an increasingly important role in the development of enterprises. Therefore, How to provide customers with both material and spiritual satisfaction has become the direction of our efforts.

Under the strong call of the company, I was fortunate enough to read the book "Everything Is Selling Is Selling Experience". This book is called the most important customer experience rule in the Internet era, and is proven by the cases of many successful companies. Learn the practicality of the 39 rules in the book. As the author puts it, actions and status are not only the focus and core points of our work, but also the cultural spirit and the shining point of successful development of a company.

From the perspective of a salesperson, the most basic job is to patiently introduce products, prices, channels and promotional activities to each customer. The starting point of this theory is the profit of the enterprise, rather than the profit of the company. Put the needs of customers as equally important as the profits of the company. After reading the book "Everything I Sell is Sell Experience", I deeply realized that simply introducing the selling points of products and activities is not the key to our success. In-depth communication with customers every time is the only way to success. In this process We should focus on the following two points:

First, meet the emotional needs of customers. This is the primary issue they pay attention to at all times. All needs can rise to the level of emotion. You You will never go wrong if you focus on your customers emotionally;

Secondly, you need to make your customers feel that you are in the same camp as them. Every customer is treated as a regular customer, just as the book puts forward, "Win a customer with one success, and lose all customers with one oversight."

In the Internet age, you can think of all customers as carrying portable cameras, and they can spread their opinions to the public anytime and anywhere. This means that the carrier of corporate information in the Internet era is not advertising, but customers. Therefore, for us, the core of experiential marketing is the customer. Therefore, in the marketing process, we should focus on communication with customers, explore their inner desires, examine our products and services from the perspective of customer experience, and establish experiential services based on customers' true feelings.

In the process of marketing products, we cannot think about a product in isolation, but use various means and approaches to create a comprehensive effect to enhance the consumer experience and truly anticipate customer needs. Take advantage early; not only that, but also follow social and cultural consumption trends, think about the inherent values, consumer culture and the meaning of life expressed by consumption, and always insist on consistent quality.

For example, when customers tend to buy high-definition set-top boxes, we should not directly tell them the price and how to handle it from the perspective of making money for the company, but should start from the user's needs and preferences and introduce it to different customers. Advantages of HD set-top boxes. For young people who pay more attention to life experience, we should start from improving the quality of life, focusing on enjoying the clear picture quality of the cinema at home, enjoying the real atmosphere of the cinema, and experiencing the fun of life during their leisure time, improving the family Characteristics of quality of life; for simple middle-aged and elderly users, we should start from the whole family and focus on introducing high-definition set-top boxes with clearer pictures, closer to real colors, less irritation to the eyes, and can protect the whole family, especially children. eyes, making them less susceptible to damage.

In this way, not only can customers get the products they want here and get an excellent purchasing experience, but it can also make customers trust the radio and television brand more and subscribe to more related channels if necessary in the future. , so that the company's good service reputation can be passed on to more potential users. Let these seemingly unimportant service experience links radiate from point to surface to a wider customer base.

Of course, in the process of experiential marketing, it is also very important to improve work status. Work attitude should be: proactive and enthusiastic, patient and thoughtful, polite and respectful to customers.

We need to maintain this attitude every moment at work, dedicate our time, energy and caring and sincere service, whether we are just starting work, leaving get off work, or even working overtime. Make a good impression on your customers because the emotional element is the essence of the customer experience.

In order to be more proactive and enthusiastic, we should keep smiling at all times, proactively greet customers, ask customers for help, proactively find needed products for customers, etc., and always maintain energetic and professional standards for ourselves; When dealing with customers with different personalities, you must maintain enough patience when explaining and explaining to customers. This will not only satisfy customers and win their trust, but also win an excellent word-of-mouth dissemination effect on the company and the organization, and strive to achieve the best results. Good, only better; flexible use of cross polite expressions at work is also an important aspect. This will not only bring high courtesy and pleasant mood to customers, but also make our work a beautiful landscape; in daily work, pay attention to Etiquette is also a required course, which reflects that we are happy and welcome to the arrival of customers and are willing to serve them at any time. Such service etiquette appropriately expresses our respect for customers.

After reading this book, I deeply understand that at work we should treat every customer consistently with a rigorous and sincere attitude and creative marketing methods, and apply the 39 Customer Service Rules Put them into practice one by one. "Everything Is Selling Is Selling Experience" Review 3

In my spare time, I read "Everything Is Selling Is Selling Experience". This book is a summary of the former Disney vice president's 40 years of extreme customer service experience, revealing his The logic of absolute survival in the economic era, through real and vivid cases, is used to discover the psychological demands of customers and stimulate their emotional cries. This puts forward more specific requirements for marketing work, especially in today's market economy. As a professional, I am deeply inspired. After reading, I closed the book and thought deeply, and combined with my own knowledge, I talked about some of my superficial feelings.

First: Do everything carefully, details determine success or failure.

Lao Tzu, the founder of Chinese Taoism, has a famous saying: Great things in the world must be done in detail, and difficult things in the world must be done in easy ways. Haier President Zhang Ruimin once said that doing simple things well is not simple. Greatness comes from the ordinary. What an enterprise needs to do every day is to repeat the so-called ordinary little things every day. No matter how grand and brilliant a company's strategy is, without strict, conscientious and meticulous execution, no matter how wise the decision-making is, it will be difficult to become a reality.

The reason is that Mount Tai does not reject fine soil, so it can reach its height; rivers and seas do not reject small streams, so it can reach its depth. Successful companies all have one thing in common: they always pay attention to the little things. As small as the environmental sanitation and corporate culture of the enterprise. The placement of office objects, the cleanliness of the restrooms, the personal image and personal hygiene of employees must be detailed and concise and clear: the company environment windows are clear and clean; the company culture is moderately complex and simple, with pictures and texts; the small potted plants in the office are warm and pleasant; The items are arranged in an orderly manner; the restrooms are clean and refreshing; the staff are dignified, well-dressed, and energetic...

With all these factors, customers will feel at home when they arrive.

Second, put customers first and provide good customer service.

The book says: "Customers are always God. If a company wants to win customers, retain customers, and turn loyal customers into supporters and die-hard fans of the company, it must follow certain principles."

Employees of any company know this beautiful saying, but in actual work, it is often easy to ignore this point. Perhaps because of their thoughts and emotions at the time, family factors, or job burnout, they sometimes downplay customer visits. , perfunctory, and even occasionally swear when irritated, but everyone knows that "one success wins a customer, one negligence loses all customers." In today's information age, customers will call to complain at the least, and use the Internet media to express their special feelings. By criticizing our customer service and criticizing our weaknesses and shortcomings, we will lose many customers. Negative publicity on the Internet will put an enterprise on the verge of collapse.

Therefore, we must treat our customers like relatives and parents. Treat each other with courtesy, remember that a good word will warm you in three winters, and a bad word will make you feel cold in June. Combined with the profession we are engaged in, we try our best to help customers solve some urgent problems, and truly care about what users are anxious about and think about what users think. With enthusiastic, patient and courteous service, we will win more customer recognition, win more development opportunities, and at the same time allow our career to develop healthily.

Third, learn to listen and gain customers by listening.

Speaking is knowledge, and listening is also art. God gave people two ears and one mouth, which actually means that we should listen more and speak less. Listening is the best respect for others. Listening to others attentively is the most effective and best compliment you can give others. As a professional, we should be proficient in listening skills and master the propriety of listening, so as to win the trust of customers.

Stephen Covey proposed the principle of "know yourself and understand your enemy" in his best-selling book "The Seven Habits of Highly Effective People". That is to say, customers who are understood will be willing to come back again. And those customers who are not understood will look for art merchants who know how to listen better.

Fourth, work together and promote team spirit.

The book mentions: "Customer service is not just a website or a hotline... it is not a chore, but a person-to-person responsibility, but this responsibility should not just be Customer service representatives are responsible for this, and every member of the company is a responsible person." Therefore, every employee is the owner of the company, and the success or failure, honor, disgrace, and reputation of the company are closely related to us. I am honored when the enterprise prospers, and I feel ashamed when the enterprise declines.

We who are "in the same boat" all hope that "this boat" can ride the wind and waves and move forward bravely. Therefore, everything in the company is our responsibility, and every employee should work together, with clear responsibilities, detailed division of labor, and unity and cooperation.

For every aspect of customer service, every step must be interlocked and accurately connected. All members must be closely united. Unity is strength. Unity creates combat effectiveness and unity creates cohesion. Enterprises must fully mobilize the enthusiasm of employees, so that the top and bottom are united, the cadres and the masses are united, the thoughts are consistent, the goals are consistent, and the steps are consistent, so as to truly form unity, harmony, development, and united efforts to create benefits.