Type: sales promotion skills, communication skills, negotiation skills, customer service.

Time: 5- 10 minutes

Material: 1-2 sets of unopened playing cards.

Location: indoors

Purpose of the game: learn to use closed-ended questions for hypnotic sales-attention equals facts, so that customer service staff can learn how to solve all customers' problems by asking questions.

Operating procedures:

1. The trainer first asked two students to arrange roles for a group of students who performed on stage. One shuffles the cards (taking out the king and Xiao Wang from the whole deck), and the other randomly draws one card from the washed 52 cards, assuming that the card drawn is 9 of hearts.

2. Students who draw this card can't see it, which means they don't know what card they are drawing. But this card drawn by students can let other students know that the best part of the poker game has begun. (Lord: on behalf of supporters; Learning: on behalf of students)

H: What's your name, please?

S: My name is Zhang Yang.

Host: You are willing to cooperate with me to complete an excellent demonstration, aren't you?

Yes

Thank you very much for your support. Have you ever played cards once or twice?

Yes

Master: After the king and Xiao Wang are removed from a deck of cards, there are still 52 cards left, aren't there?

Yes

Lord: Among the 52 playing cards, there are two colors, one is red and the other is black, right?

Yes

Lord: If you had to choose between them, would you choose red or black?

I choose black.

Thank you. Then the rest must be red, right?

Yes Lord: There are also two colors in red playing cards, one is hearts and the other is diamonds, right?

Yes

Lord: If you had a choice, would you choose hearts or diamonds?

I choose a square.

Master: OK, then the rest must be hearts, right?

Yes

Lord: Thank you. Among the cards of hearts, it has thirteen cards, right?

Yes

Lord: Thirteen cards are divided into pattern cards and number cards. The pattern card is a digital card of J, Q, K, from one to ten, right?

Yes

Lord: Which group would you choose, the pattern card or the digital card?

I choose a digital card.

Master: OK, there are also odd cards of 1, 3, 5, 7, 9 and even cards of 2, 4, 6, 8, 10 in the digital card, right?

Yes

Lord: Do you choose odd or even cards from the two groups of cards?

I choose even cards.

Lord: So the rest are all odd cards, right?

Yes

H: OK. Odd cards are divided into 1, 3,5 decimal cards and 7,9 large cards, right?

Yes

Host: Then do you choose a decimal card or a large card?

I choose a large number.

Lord: well, who is the big card and who is the small card?

Study: 7 small and 9 large.

Master: Then do you choose the small one or the big one?

S: a large one.

H: how much is it? 9 of hearts. Lord: Then please turn over the card you just drew and see if it is a nine of hearts.

Yes

Master: Congratulations, you guessed the card you just drew.

3. If you have enough time, you can play the game twice. Choose two groups of students to go on stage and demonstrate with the trainer. After the competition, the trainer organizes the students to discuss.

Discussion:

1. Why can I guess the color and number of the card I drew through the game?

Possible answers/tutor guidance: the trainer adopts one-choice closed questions, and always controls the students to answer yes according to their own direction during the questioning process, and finally guesses the answer.

2. In the game, you shuffle the cards well, the students guess well, or the trainer asks well?

Possible answer: Of course it's a good question. Asking the right questions is the beginning of success.

3. What are the functions of open questions and closed questions?

Possible answers: open-ended questions are mainly about collecting information, and closed questions are about confirming results.

3. What is the direct goal of this game? How does this affect sales and customer service?

Possible answer/direction: The goal to be achieved is to say 9 hearts from students' mouths. In the process of asking questions, we can sum up the following three ideas: 1, seeking small yes first, then seeking big yes. By constantly hypnotizing the customer, when the customer answers more than 8 yes in a row, he will agree with you and agree with what you said; 2, the customer is always right, through our value-added services, let our customers change from satisfied customers to loyal customers; 3, in the process of asking questions, we should prompt in time, and when we encounter rejection, we should use questions to pull the topic back.