THE STREGIS SHANGHAI
海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Account Files
务 客户档案
Code 序号 OHSMCSA001
Objectives At the end of this session each trainee will be able to working data and Plans
exist for all key accounts and key prospects
目 课程结束学员够独立完成客户档案
Standard A separate file will be maintained for each key account and key prospect
标准： 重 客户潜生意客户建立客户档案
Resources LCD Account file forms from Delphi
培训器材： LCD Delphi 系统中客户档案表格
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Introduction
介绍
Question to test the trainee’s level
提问学员：
What are Account Files
什客户档案？
Ø Customer interview 客户访问
Ø Customer profile 客户描述
Ø Action Plan 活动计划
Ø Action and Selection criteria 计划选择标准
Ø Running Call Report 营报告
Ø Inquiry & Booking Forms (on group business) 预订单
Note the key account and key prospect files must be updated every three months
提示：重客户潜生意客户档案必须三月更新
次
The course should divided in two parts
What is Account Files
What is function of Account Files
课程分两部分 什客户档案？
客户档案作什？
WFIM
中学什？
10 minutes
10 minutes
Lecture
教学式
运LCD
Explanation and demonstration
讲解展示
Buzz Group
列举市场
配合颜色
Test and
Summary
总结
Notify not doing like this will result in duplicate work and even worse
减少重复工作
1 Customer interviews are indepth reports covering
客联络包含销售报告中
Ø Information required to complete the Customer Profile
完成客户档案需信息
Ø Information required to do a selection criteria rating
标准价格选择需信息
Ø Information required to determine the customer’s habits relationships expectations needs desires and solution of problems
客喜欢关系期需求解决问题
Ø The above is obtained through the questioning technique and recorded free form
通问卷时技巧询问获信息
2 Customer Profile forms can be developed for manual systems like Opera or they can be provided by a computerized system like Delphi
客档案表格电脑处理系统象Opera
Delphi 系统
3 Rate each account using the Action Criteria developed This will
establish future call objectives
建立拜访目标客户价格活动标 准
4 Rate each account using the Selection Criteria developed for that segment
客户价格标准区域划分
5 Color coding files by Key Accounts Key Prospects and Other Active Files will prove useful
颜色鉴重客户潜生意客户行档 案
6 Files will be kept alphabetically within geographic areas if necessary
果必客户档案字母理区域划分
7 If an organization has more than one defined meetingprogram it is possible to have a file on each meetingprogram especially if the contact surface is different
果公司组织两活动特联络
定分开客户档案
8 All other correspondence onwith the account will also be placed
in this file
该客户关资料放置档案中
Divided trainees into several groups to do discussion then critique after discussion
学员分成组讨然进行评估
Ask question
提问：
What is the good account file(give a example)
客户档案什样？(样)
(Emphasis the account files must be updated every month)
重点强调客户档案必须月更新次
20 minutes
15 minutes
10 minutes
Total 65 minutes
Review key points
回顾点
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海瑞吉红塔酒店
TRAINING ACTIVITY OUTLINE
培训活动纲
Task Account Files
务 客户档案
Code 序号 OHSMCSA001
Objectives At the end of this session each trainee will be able to working data and Plans
exist for all key accounts and key prospects
目 课程结束学员够独立完成客户档案
Standard A separate file will be maintained for each key account and key prospect
标准： 重 客户潜生意客户建立客户档案
Resources LCD Account file forms from Delphi
培训器材： LCD Delphi 系统中客户档案表格
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Introduction
介绍
Question to test the trainee’s level
提问学员：
What are Account Files
什客户档案？
Ø Customer interview 客户访问
Ø Customer profile 客户描述
Ø Action Plan 活动计划
Ø Action and Selection criteria 计划选择标准
Ø Running Call Report 营报告
Ø Inquiry & Booking Forms (on group business) 预订单
Note the key account and key prospect files must be updated every three months
提示：重客户潜生意客户档案必须三月更新
次
The course should divided in two parts
What is Account Files
What is function of Account Files
课程分两部分 什客户档案？
客户档案作什？
WFIM
中学什？
10 minutes
10 minutes
Lecture
教学式
运LCD
Explanation and demonstration
讲解展示
Buzz Group
列举市场
配合颜色
Test and
Summary
总结
Notify not doing like this will result in duplicate work and even worse
减少重复工作
1 Customer interviews are indepth reports covering
客联络包含销售报告中
Ø Information required to complete the Customer Profile
完成客户档案需信息
Ø Information required to do a selection criteria rating
标准价格选择需信息
Ø Information required to determine the customer’s habits relationships expectations needs desires and solution of problems
客喜欢关系期需求解决问题
Ø The above is obtained through the questioning technique and recorded free form
通问卷时技巧询问获信息
2 Customer Profile forms can be developed for manual systems like Opera or they can be provided by a computerized system like Delphi
客档案表格电脑处理系统象Opera
Delphi 系统
3 Rate each account using the Action Criteria developed This will
establish future call objectives
建立拜访目标客户价格活动标 准
4 Rate each account using the Selection Criteria developed for that segment
客户价格标准区域划分
5 Color coding files by Key Accounts Key Prospects and Other Active Files will prove useful
颜色鉴重客户潜生意客户行档 案
6 Files will be kept alphabetically within geographic areas if necessary
果必客户档案字母理区域划分
7 If an organization has more than one defined meetingprogram it is possible to have a file on each meetingprogram especially if the contact surface is different
果公司组织两活动特联络
定分开客户档案
8 All other correspondence onwith the account will also be placed
in this file
该客户关资料放置档案中
Divided trainees into several groups to do discussion then critique after discussion
学员分成组讨然进行评估
Ask question
提问：
What is the good account file(give a example)
客户档案什样？(样)
(Emphasis the account files must be updated every month)
重点强调客户档案必须月更新次
20 minutes
15 minutes
10 minutes
Total 65 minutes
Review key points
回顾点
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
