Chapter 19 Chapter 19 How Ants Trip Elephants

Chapter 19 How Ants Trip Elephants Guo Jia said on the day of Taizu: "Have great ambitions and win the hearts of the people. Guanhou and Zhang Fei are enemies of ten thousand people, and they are used to death. Looking at them from Jiajia, their plans are unpredictable. The ancients said, Invading the enemy for one day will cause trouble for generations. It is better to do it early." Cao Gongfang recruited heroes to show his great faith, but he failed to follow Jia's advice. "Long and Short Classics: Right and Wrong Fourteen" by Tang·Zhao Rui Please sit in the front row

It is said that Zhuge Liang used hunting beauty as a metaphor for marketing, allowing Liu Bei to successfully realize his dream of getting close to Ms. Sun's Fangze.Since then, he admired Zhuge Liang's marketing wisdom and management ability, and fully supported Zhuge Liang's training work.Zhuge Liang also acted vigorously and immediately sought the assistance of the Human Resources Department to hold the first marketing training course. Guan Yu, Zhang Fei and other senior employees walked into the classroom, habitually looking for a seat at the back to sit quietly.Zhuge Liang saw it in his eyes, and asked all the students to sit forward with a loud voice.Guan Yu and Zhang Fei had no choice but to bite the bullet and sit down in the first row, feeling very uncomfortable.

Zhuge Liang said: "I found that there is such a phenomenon in our workplace life: many people are used to choosing the seats in the back row. Therefore, in daily gatherings, the seats in the back row are always filled first. Speaking at the meeting , I always wait for others to talk about myself before I say it. When performing tasks, I always hope that others will take the lead and I will follow behind. Why is this so? "Zhuge Liang asked Liu Bei, the general manager sitting in the center of the front row, to answer. Liu Bei pondered for a long time, and said: "Sitting in the back seat will not be noticed by others, and you will feel more relaxed psychologically. When you are in a meeting, you can wait for others to speak before you speak, and you can echo them so as not to say wrong things. When performing tasks, let others Take the lead, if you win, you have your own share, if you lose, you have no responsibility."

Zhuge Liang said sternly: "Mr. Liu has truly revealed the mentality of these people in the back row. They only know that the back row seat has many advantages, but they don't know that there is a fatal disadvantage in the back row seat. Throughout the ages, no outstanding person came from the back row , because the back seat makes a person gradually mediocre." Zhang Fei said unconvinced: "I thought that the back row seat is actually a kind of low-level consciousness, which is a kind of modesty. If everyone scrambles to sit in the front row, wouldn't the virtue of modesty disappear? "

Zhuge Liang said: "You only know what it means to be humble, but you don't know what it means to be humble. A person who really knows how to be humble knows that through being humble, he can obtain a social environment that is more conducive to success. Therefore, the true meaning of being humble is not passive avoidance, But being good at learning is a smarter front-row awareness.” Zhang Fei blushed immediately and could not make a sound. Zhuge Liang continued: "Now, as a training instructor, I would like to advise all students to take 'sit in the front row' as a rule in their careers, and make themselves noticeable in every small action. You might not feel comfortable being in a prominent position, but because of that, you can only perform well. In my philosophy, everything about success is prominent."

"So, what about modesty?" Zhang Fei asked. Zhuge Liang looked at him and said: "As I said just now, the purpose of being humble is to strive for success. Therefore, being humble is a virtue worthy of praise. The reason why being humble is praised just shows that it is in a prominent position." Zhang Fei thumped Guan Yu's thigh under the table and made a bitter face, meaning to say, "This Zhuge Liang's theories are so unreasonable and unreasonable, it makes me very miserable!" Guan Yu immediately understood, raised his hand and asked, "Mr. Zhuge, aren't you talking about marketing today? Why are you talking about something off topic?"

Zhuge Liang smiled slightly and said: "Isn't the purpose of marketing just to make our company's brand influence rank in the front row? To be ourselves, we should sit in the front row. To do things for the company, we should also sit in the front row. In marketing, what each of us does is actually a part of marketing, how can it be a digression?" Guan Yu continued to ask: "Now, Cao Cao has firmly secured the front row seat in the market. May I ask Mr. Zhuge, how can you make our company's brand influence rank in the front row?" Zhuge Liang replied decisively: "Talent is the biggest capital of a company. If each of our employees can sit in the front row, then our company will definitely be able to sit in the front row."

Ant trips an elephant, is it possible? Guan Yu sneered and said, "Although Mr. Zhuge's speech is sensational, Cao Cao is not a feather that you can replace by blowing lightly. He sits there like an elephant's buttock, standing still. What do you replace it with?" Zhuge Liang asked back: "What do you think?" Guan Yu said: "Let me tell you a story. The ant was traveling in the forest and suddenly encountered an elephant. The ant quickly burrowed into the soil and stretched out one leg. The rabbit was very curious and asked: "Ant, What are you doing?' The ant whispered to the rabbit: 'Shhhhhh...don't make any noise, watch me stumble over it!'..."

Haha, all the students were amused by that ridiculous ant.Zhuge Liang asked Guan Yu calmly: "You think we are ants and Cao Cao is an elephant, and it is impossible for an ant to trip an elephant, right?" Guan Yu said: "Well, ants can trip up elephants, in fairy tales." Everyone is more happy. Just as everyone was laughing up and down, Zhuge Liang also burst out laughing.The students calmed down their laughter and asked strangely, "Mr. Zhuge, what are you laughing at?" Zhuge Liang said: "I am laughing at my short-sightedness, and I cannot see the bright future of the company. Guan Yu, I would like to warn you on two points. First, the two armies are confronting each other. You dare to talk about the enemy and the United States. Be careful of Mr. Liu. You are punished by expulsion and retention for inspection. Second, if the ants use the correct method, it is possible to trip the elephant. As long as you search for strange things by searching for people and animals on the Internet, you will definitely find similar miracles."

Guan Yu knew that he had made a slip of the tongue, but still stubbornly retorted: "Tell me, how did we trip Cao Cao, an elephant?" Zhuge Liang said: "There is a saying in the art of war: If you lose your strength, you will lose your momentum. And the way to seize power is to draw your salary from the bottom of the pot. Although Cao Cao is an elephant, he cannot do without the earth.In marketing, the emotions of customers are like the earth beneath our feet.If we can win more love from customers, customers will transfer their emotions away from Cao Cao's feet.When the land under Cao Cao's feet became more and more sparse, his elephant's feet would sink deep in the mud, and he would fall into a catastrophe.In politics, those who win the hearts of the people have always won the world, and marketing is not a kind of politics? "

Guan Yu's red face suddenly became redder.Zhang Fei patted his hand under the table, and made a second sad face with compassion. Zhuge Liang continued: "Although there are thirty-six strategies in the art of war, there is nothing better than attacking the mind. And marketing based on attacking the mind is actually customer-centric marketing. In today's training course, let's learn a new marketing theory, that is, marketing 4C: customer needs (customer needs and wants), cost (cost), convenience (convenience), communication (communication). Customer needs and wants Zhuge Liang said: "In recent years, the market competition has become more and more fierce. At the same time, due to the maturity of the buyer's market, customers are becoming more and more sensitive. In order to win the market competition and be favored by customers, We must have our own core competence. What is the core competence of an enterprise? In my opinion, it is a unique advantage that can continuously meet the needs of customers, is far superior to competitors, and is difficult to imitate." He posed a question on the blackboard: "Suppose you are one of many suitors for a cute girl, how do you win her heart?" Guan Yu asked: "What is the relationship between marketing and picking up girls?" Liu Bei said: "You may not know that Mr. Zhuge's art of picking up girls is a unique skill. Under his guidance, I successfully picked up Sun Quan's younger sister, Sun Shangxiang. He believes that winning the hearts of women and the hearts of customers is actually the same thing. The truth. Everyone must study hard and understand the true meaning of marketing by analogy.” Zhao Yun stood up and replied: "I see. If a boy can understand a girl's inner needs better than his competitors, he will have more confidence in winning the girl's love. Similarly, if a business can satisfy customers on a deeper level needs, and can move the hearts of customers more effectively than competitors.” Zhang Fei still didn't understand, and said disapprovingly: "There is only one girl, but there are a lot of customers, how can they be compared?" Zhuge Liang said: "Sun Tzu said, governing the crowd is like governing the few, and scores are the same. Although there are many customers, they can be divided into various categories. How can girls of the same category and customers of the same category not be compared?" Zhang Fei was taken aback: "Score? How do you score?" Zhuge Liang said: "The so-called score is the classification system. We can use different classification methods for customers according to the needs. I have a sample article here, which is to classify customers according to their life sentiments, and simply divide customers into two types: pragmatic and pragmatic. class." He turned on the projector, and the model essay appeared on the screen, titled "Two Women Talk About Emotions": There are two women, one is called "pragmatic" and the other is called "retreat".Both women are young wives with big bellies, both have decent careers, both have well-to-do families, and both like to buy fashionable clothes and high-end cosmetics.But it's easy to tell them apart. Just ask a question, and you can immediately know who is pragmatic and who is not. Here's the question: If your man has only 10 dollars, do you want him to buy pork or roses?The pragmatic standard answer is "pork", while the pragmatic answer is "rose". One afternoon, two women met in a cafe, and Liu Tian talked about flirtatiousness. Retreat: I like to soak in coffee houses. The warm aroma of coffee soothes the stomach in my body, and the eye-catching scenery of the street outside the window. This feeling is really emotional.There is a book that says that coffee is a wonderful mixed drink, which consists of two parts: one half is a liquid composed of coffee powder, water and milk, which has a bitter or sour taste and a little sweetness; A thing called feeling. Pragmatic: Look at what you say is so mysterious!Coffee, isn't it just a drink?Its function is nothing but refreshing. Retreat: You really have no sentimentality. Pragmatic: How can there be so many sentiments in life?Can sentiment be eaten as a meal? Retreat: The so-called mood in my understanding is a kind of "emotional seasoning", which can bring you a good mood and enjoyment.For example, in leisure time, enjoying life with a cup of coffee in hand, or reading a book while sitting in the sun in the afternoon, this is the mood. Pragmatic: Is this sentimental?I think that's a waste of money.It's not as practical as arranging and furnishing the home and doing housework. Retreat: How can you be like this.Let’s talk about the cosmetics we both like. We both like Lancôme lipsticks. Tell me why you like them? Pragmatic: Lancôme's lipstick color is good, it is very moist, suitable for my sensitive skin, and it is easy to find the right color. Retreat: Is there nothing else? Pragmatic: It’s just easy to use, what else? Retreat: Don't you think that buying your favorite lipstick and putting on a beautiful makeup can improve your mood? Pragmatic: Mood?It seems so. Retreat; this means that in addition to practicality, you also recognize good feelings, which are emotional appeal.Let me ask you again, if your husband only has 10 yuan, do you want him to give you roses or buy pork? Be pragmatic: Pork, of course.Even the basic life is not guaranteed, so what kind of sentimentality are you talking about?If he really gets to this point, I might just follow the example of those so-called sentimental ones, and forget about finding another one outside. Retreat: Looking for another one outside?That's not called "mood", it's called "flirting". Pragmatic: Whether it is "sentimental" or "flirting", what else can you enjoy when you are so poor that you only have 10 yuan left? Retreat: If it were me, I still hope that he will give me roses, which is equivalent to giving me a good hope.I think the most important thing for a couple to live is to have a good hope. Pragmatic: Instead of having good hopes, it is better to turn them into actions.Although I don't prepare candlelight dinners for my husband on weekends, I work hard to earn money for the house and car, so that both of us can live a well-off life, so I think I can be regarded as a good woman. Retreat: Of course it's good for you to be like this, but wouldn't it be better if you could be a little more romantic and emotional?Men like women who are emotional, and women who are emotional are feminine. Pragmatic: Women who drink coffee are romantic and feminine, right?I think that only women who can cook and cook soup are feminine!For example, if you invite me to drink this cup of coffee, a cup of coffee is 38 yuan, which is enough for me to cook a crock of chicken soup, which can give my husband a good body.A crock pot of delicious chicken soup is much more affordable than your bitter coffee, right? After everyone watched the sentiment of the two women, Zhuge Liang asked: "Suppose these two women go shopping in the mall one after another, how should we meet their needs?" Zhao Yun said: "Practical women pay attention to emotional appeal, while pragmatic women emphasize value for money. The needs of these two women are different. We should give relevant advice in terms of product design, store environment layout and shopping guide language. Targeted service." Guan Yu said: "That's right. Cai Wenji called me a few days ago and said that she wanted to buy a new color TV. After shopping in several stores, she couldn't find a model with a good appearance. She suggested that we replace the outside of the color TV. The design is more cartoonish, and it will be very interesting to display at home." Zhuge Liang said: "Yes, we should indeed produce some cartoon and artistic machines to meet the needs of those customers who pay attention to emotional appeal. This shows that different types of customers have different types of needs, and our products and services should also be Marketable." Liu Bei suddenly asked: "If we blindly satisfy customers' needs, will it affect the company's profits?" Zhuge Liang said: "Customer-centric marketing services must be based on profit. The relationship between customers, profits and enterprises is like the relationship between destinations, gasoline and cars. Without gasoline, cars How can it run? Similarly, based on profit considerations, the second C in the 4Cs of marketing is Cost-cost.” cost Liu Bei asked: "In traditional business, isn't there also cost management?" Zhuge Liang said: "In traditional business activities, the traditional 4P theory is generally adopted. Generally, the enterprise formulates the price method (price) based on the production and sales costs of the product according to its own strategic needs. For example, the product of the enterprise is positioned at In the mid-range market, the price is also mid-range. Obviously, this is a product strategy-oriented pricing method. Once the product strategy fails to achieve the ideal situation, the company will fall into a passive position.” Liu Bei asked: "Then, what is the difference between the cost in the 4Cs of marketing and the cost in traditional business?" Zhuge Liang said: "The cost in the 4Cs of marketing replaces the price in the 4Ps of marketing, and it takes into account the needs of customers more effectively. Purchase cost. This kind of purchase cost includes not only the monetary expenditure of customers to purchase products, but also the time, energy, and purchase risks that customers pay for this. It also means the ideal situation of product pricing. This customer-oriented pricing The method, because we can know ourselves and the enemy, can allow us to advance and retreat freely in marketing. Even if the price level is lower than the psychological bottom line of customers, it can also make the company profitable. Therefore, the cost in marketing 4C is Starting from the needs of customers and based on the consideration of profits, a target cost is formulated." Liu Bei asked: "Target cost? Is it a cost control method?" Zhuge Liang said: "It is a cost control method. But more precisely, it is a profit planning. It requires us to first consider the market and analyze business opportunities when designing products. Strategically speaking, this cost Because the management method has entered into the interaction between the enterprise and customers earlier, it is forward-looking, can be active, active, and achieve customer satisfaction with clear goals, and can obtain profits and control risks more effectively.” Liu Bei asked: "Since this is the case, what target costs are included in this cost management concept?" Zhuge Liang said: "From the perspective of marketing, there are mainly two costs, one is the cost of providing convenience to customers, and the other is the cost of communication." Convenience When talking about the convenience in the 4Cs of marketing, Zhuge Liang adopted his teaching method of analogy by analogy.He inspired the students to say: "Suppose on Valentine's Day, you are going to use a rose to woo the girl you like. Although you are confident in your own charm, you have to be alert to the movements of many rivals in love. The roses are all the rage. Now that you're all set, what's the first step?" Zhao Yun replied: "In my experience, the first step is to try to get in touch with her. If there is no chance to connect with her, all preparations can only be unrequited love. More importantly, once you have the chance to get in touch with her, you will It is possible to block her contact with other boys, so that she can defeat her rival and enter a state of love." Zhuge Liang continued to ask: "In order to win the opportunity to contact her, what will you do?" Zhao Yun said: "If she is at home, I will wait under her window. If she is in the company, I will wait at the door of her office. In short, you must first contact her before all your rivals in love contact her." Zhuge Liang smiled and said: "That girl was looking forward to roses, and you met her needs at the earliest time, which is called convenience." Zhang Fei didn't understand, and asked: "Providing convenience to customers in marketing is to realize business income, but the girl on Valentine's Day gets roses without paying. How is this analogous?" Zhuge Liang smiled and said, "Customers pay money because they love your products, and girls pay kisses because they love your flowers. How can there be no analogy?" Everyone said "mile" together, and suddenly realized it together. Zhuge Liang said: "Girls nowadays are very favored. Every girl hopes to get the best love and marriage with the least cost of love. The more convenience the suitor provides for the girl, the less the cost of love will be paid by the girl. , the greater the possibility of the two parties falling in love. In market competition, if the distribution of enterprises does not consider the convenience of customers shopping, they will lose many opportunities to fall in love with customers. Therefore, I advocate using the convenience (convenience) in the 4C of marketing to replace the place (channel) in marketing 4P. Although convenience and place both mean distribution strategy, but convenience has noticed the convenience of customers, and can take the initiative to get close to customers by providing convenience for customers. Place is not the case, it mainly considers The convenience of the enterprise itself." Liu Bei asked: "Why do you think that place considers the convenience of the enterprise itself?" Zhuge Liang said: "Enterprises will encounter many difficult problems in the distribution process. If they are place enterprises, they may choose to give up. However, convenience enterprises will actively think and formulate solutions. Think about it, if a place boy is always unable to meet girls for various reasons, how long can he expect to maintain his love? " communication Zhuge Liang said: "The fourth C in the marketing 4C is communication (communication). The so-called communication is a two-way communication, but in the traditional 4P, what we have always heard is promotion (sales promotion), which is business-to-customer communication. One-way stimulation. At present, the variety of promotional activities in the market is dazzling. What buy one get one free, what discounts, what shopping lottery, can be seen everywhere. Due to the lack of communication, companies do not know whether the gifts are what customers want. Because Afraid of trouble, manufacturers or merchants have no choice but to reserve the right to explain the activities. On the other hand, customers are also worrying about gains and losses, and worry about being deceived. I believe that all students have experienced this." Guan Yu said: "I was in the Shopping mall A bought a sheepskin vest. The original price on the label was 980 yuan, with a 50% discount, and I paid 490 yuan for it. But yesterday I found the same sheepskin vest in shopping mall B, and the price was only 450 yuan. Say, isn’t this mall A a fool?” Zhuge Liang said: "This mall A is playing a gimmick of fake prices and discounts. Everyone knows that deceiving tricks can only succeed for a while, so I believe that mall A has no choice but to do it. Therefore, use communication (communication) instead of promotion. (Promotion) is a smarter choice. In marketing 4P, promotion (promotion) is to stimulate customers to buy for their own profits, and seeks a "single win" for the enterprise. In marketing 4C, communication (communication) But it realizes its own profit by satisfying the needs of customers, and it seeks the relationship between customers and enterprises A 'win-win' between industries.In the same way, in the relationship between men and women, no matter whether coercion or deception, there will be no good results.Throughout the ages, only 'win-win' love can last forever. " See through women's hearts, see through customers' hearts Zhuge Liang said: "Once you have the opportunity to make contact, being good at observing words and expressions is the most important thing in communication. Through observation, you will find an interesting phenomenon. Customers in shopping malls are as fond of saying 'no' as women in love." Zhang Fei laughed loudly and said: "Mr. is really careful in observing, that's what it is. As the saying goes, a woman's heart is a needle in the sea. This customer's heart is also a needle in the sea. Therefore, the most troublesome thing to chase after women is the woman." Saying 'no', the most troublesome part of marketing is when customers say 'no'." Zhuge Liang also said with a smile: "If you can understand women's hearts, you will find that a woman's 'no' is not a rejection, but a subtext. In the same way, a customer's objection is not a rejection. Please look at the curtain, Let's learn how to recognize the woman's objection and the customer's objection." As he said, he moved the mouse, and the screen of the projector displayed: How to recognize a woman's objection in a relationship? It seems to be women's specialty to express some kind of implicit meaning through the connotation of language.Therefore, women in love often behave insincerely.If you know how to please her, she will accept you with a half-push attitude.Examples are as follows: 1.welcome or refuse Boy: Can I treat you to a movie? Girl: No, I have to go home at 10 o'clock every night. If she really refuses, she will say to him coldly: "I have something to do, and I will not be angry with you!" The smart boy understands, and she said that she must go home at 10 o'clock, which means that as long as he is at 10 o'clock If you send her home before midnight, she can still accept his invitation. 2.show shyness or reserve Suppose you want to kiss a girl and you ask her for advice, how do you think the girl will react?Many girls will say "no", not because they say no, but because they are shy.If you shrink back because of this, it can only show that you are puzzled. In addition, girls often express their reserve by saying "no".A girl with high self-esteem will think that making courtship more difficult for a man by saying "no" will correspondingly increase the importance he attaches to her. 3.draw attention Some girls often call or write to their boyfriends saying: "I've been very busy recently, so I really can't meet you." "I want to travel alone and relax. I can't meet you recently." If you believe it, then you are a fool, she is really so busy, how can she have time to call or write to complain to you?Even if you really want to travel, do you really not want your company?If you really believe her, you can only cause the girl to be disappointed.In this situation, you should ponder over the girl's true intentions. In fact, girls always like to use this method to draw their boyfriend's attention to her and care about her when they are in love.The so-called "busy" is actually an excuse for girls to show restraint.Her subtext is: "You should use a more enthusiastic courtship to show that you care about me." 4.Deliberately act like a baby Women sometimes get awkward on purpose.On a date, if you suggest to go for a walk, she will say: "I'm tired." If you suggest to drink tea, she will say: "I want to take another walk." Therefore, many men feel that women can't figure it out. He was even annoyed by these almost unreasonable performances. In fact, this behavior of a woman can be said to be acting like a baby.She wants to test the man's feelings for her by making trouble.As the saying goes, good men don't fight women. When a woman says "no", you must learn to be considerate and don't argue with her.Otherwise, she will think you are an unmeasured man and hate you. After Guan Yu finished reading, he asked: "If the woman is really protesting, what will she do?" Zhuge Liang said: "If the woman is really refusing, she will use a strong tone, and you cannot misunderstand what she means. The so-called empathy is to be good at trying to figure out her tone, there is no overtones is true feelings, and there is undertones is flirting." Zhang Fei laughed and said, "Sir, you know women so well, you can be a wise man in love!" Zhuge Liang said: "Where, where. In history, I have been Zhuge Liang on the battlefield, and I have also been Zhuge Liang on the officialdom. This time, what I want to do is Zhuge Liang in the shopping mall. Please continue to read." He clicked the mouse, and the projector Another related page is displayed on the canvas: In shopping malls, how to identify customer objections? Very similar to the relationship between men and women in love, customers in shopping malls also like to say "no".An experienced salesperson knows that no matter what the customer's opinion is, it shows that he is interested in the product.Therefore, the customer's objection has two sides, which is not only a transaction obstacle, but also a transaction signal.After getting a satisfactory answer, he will be willing to buy your product. Therefore, the salesperson can understand the other party's psychology through the analysis of customer objections, and then provide effective shopping guide services.Here are some common customer objections: 1. "I have no money!" In many cases, "no money" is just an excuse, and it does not mean that customers are "penniless".What the customer really means may be: "I don't have the money to buy anything that is not trustworthy." If you can make the customer believe you, the customer will miraculously keep the money. 2. "The price is too expensive!" At this time, customers want to know the value of the product.Otherwise, he will feel that every penny was spent unjustly.If you can prove the value for money to the customer, he will be more than willing to own the item. 3. "I'm just looking around..." What the customer means is: "If you can convince me, I'll buy it. Otherwise, I'll just have an eye addiction." 4. "It must be parallel imports!" Parallel importers are also substituting inferior goods for superior ones.The so-called "sure" is another way of saying "probably", and I hope you can provide quality assurance. Zhuge Liang said: "A man who can see through a woman's heart will know how to pity women. Similarly, if we can see through the hearts of customers, we can provide marketable products and services." Love rejects the flowery heart, but longs for the flowery mouth Zhuge Liang said: "Love cannot be wishful thinking. A man who has seen through a woman's heart must also be able to talk about love. In order to win customers and achieve transactions, the power of expression is also very important to us." Zhang Fei laughed and said, "What is the power of expression? It's the power of rhetoric, right?" Zhuge Liang said with a half-smile: "That's right. If you don't have traps, you can't catch wolves, and if you don't have sweet words, you can't get a bride back. Love rejects flirtatious hearts, but longs for flamboyant mouths. Many women think that if you love her, your expression is sunshine." ;If you hate her, your expression is cloudy rain; if you feel lonely, your expression is loneliness; It creates a short circuit of communication. Many sad love stories are not because of bad love, but because of bad telling." Zhao Yun said with admiration: "Every sentence of Mr. is a classic. I don't have a girlfriend yet, and your teachings are very useful to me." Zhuge Liang said modestly: "I just told a truth. For two people who really love each other, if there is a good expression, there will be a happy ending. In the same way, in marketing, we sell not only Not only the product, but also our emotions. We must face customers with a beautiful emotion, and we must not let customers misunderstand our emotions.” Guan Yu asked, "How would you describe this emotion?" Zhuge Liang replied solemnly: "Same as a boy in love, sincere and hardworking." Are you a good boy? Zhuge Liang said: "Good emotions also mean high-quality services. An employee who can provide customers with high-quality services is usually considered a 'high-quality' person. Now, let's do a small test to see See if you have this kind of 'high quality'?" He asked Liu Bei for help and distributed the test questionnaire to each student.Service Quality Test Questionnaire Please choose your answer to the following questions: Strongly Agree, Somewhat Agree, Don't Know, Disagree or Strongly Disagree. 1.My personal work skills are more important than customer satisfaction 2.Everyone thinks I have a good temper 3.Some customers are really rude and very annoying 4.Many times, I have to let others know: I am right 5.Doing things should be done step by step 6.The customer is "the center of the stage" 7.In the club, someone always makes me angry 8.When I'm in a good mood, my attitude is also good 9.My attitude can't get better if I'm unreasonably accused 10.It's a joy to silence those nasty customers 11. My work should stand out 12.Customers think that I am a person who is willing to help others 13.I like new changes at work 14.I put a smile on my face when I meet everyone 15.The customer can't always be right 16.I can't force myself to please others Everyone immediately entered the state of answering questions.Zhang Fei, who has always been carefree, actually spent nearly 30 minutes.Zhao Yun, with a cautious personality, was the last one to hand in the paper. The total score of the test paper is 80 points.As a result of the test, Guan Yu only scored 46 points, and the service quality was not as ideal as he imagined.Zhang Fei scored 69 points, indicating that he has a good sense of service.Zhao Yun scored the highest, 76 points, which shows that he is indeed a high-quality person.As the general manager, Liu Bei also got a high score of 75 points. Guan Yu asked unconvinced: "Why did you only give me one point for the sixteenth question?" Zhuge Liang asked: "Question 16 says: I can't force myself to please others. What's your answer?" Guan Yu said, "I strongly agree." Zhuge Liang said: "Since you can't force yourself to please others, I can't give you high marks either." Guan Yu asked, "Why?" Zhuge Liang said: "There is a famous saying: Attitude is everything. There is also a famous saying: We can change our lives by changing our attitude. In order to win the favor of customers and become a high-quality employee, you must force Change your attitude yourself." Guan Yu was taken aback, and his red face immediately became even redder. Zhuge Liang said: "A sincere and excellent boy can even win the favor of fairies. A sincere and excellent brand can also win the love of customers. Behind this brand must be a group of employees with excellent service quality As long as we have a group of high-quality employees, we can have a brand that is loved by customers." He stared at Guan Yu's red face and told him firmly, "Didn't you ask how ants stumble elephants? ?A brand loved by customers can trip up all competitors, including Cao Cao's elephant." author comment Marketing is a rather complicated project, which involves many levels such as product design, brand identity shaping, sales channel selection, advertising campaign planning, marketing organization, and formulation of differentiated marketing strategies.And all the efforts are just for one purpose: to win the love of target customers.In the fierce competition, a likable brand means victory, profit and the chance of rapid business growth. Just like the relationship between color and personality, there is also a relationship between brand and personality. As the owner of the brand, the brand is actually another image of you.If you know how to like people, your brand will be loved by customers.