上海瑞吉紅塔大酒店 五星級(jí)酒店培訓(xùn)大全

1、Method 培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間THE ST.REGIS SHANGHAI上海瑞吉紅塔大酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動(dòng)綱要Task: Account Files任務(wù): 客戶(hù)檔案 Code 序號(hào): OH-SM-CS-A001Objectives: At the end of this session, each trainee will be able to working data and Plans exist for all key accounts and key prospects.目的: 課程結(jié)束后每一個(gè)學(xué)員能夠獨(dú)

2、立完成所有客戶(hù)檔案。 Standard: A separate file will be maintained for each key account and key prospect.標(biāo)準(zhǔn)： 每個(gè)重要 客戶(hù)和有潛在生意的客戶(hù)將建立不同的客戶(hù)檔案。Resources: LCD / Account file forms from Delphi.培訓(xùn)器材： LCD / Delphi 系統(tǒng)中的客戶(hù)檔案表格Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時(shí)間Introduction介紹 Introduction介紹Lecture 教學(xué)式運(yùn)用LCDExplanation and dem

3、onstration講解與展示 Buzz Group列舉不同的市場(chǎng)配合不同顏色Test andSummary總結(jié)Question to test the trainees level:提問(wèn)學(xué)員：What are Account Files?什么是客戶(hù)檔案？Ø Customer interview / 客戶(hù)訪問(wèn)Ø Customer profile / 客戶(hù)描述Ø Action Plan / 活動(dòng)計(jì)劃Ø Action and Selection criteria / 計(jì)劃和選擇標(biāo)準(zhǔn)Ø Running Call Report / 經(jīng)營(yíng)報(bào)告Ø

4、 Inquiry & Booking Forms (on group business) / 預(yù)訂單Note: the key account and key prospect files must be updated every three months.提示：重要客戶(hù)和有潛在生意的客戶(hù)檔案必須每三個(gè)月更新一 次。The course should divided in two parts: What is Account Files?What is function of Account Files?課程將分為兩部分: 什么是客戶(hù)檔案？ 客戶(hù)檔案的作用是什么？W.F.I.M我們將

5、從中學(xué)到什么？Notify not doing like this will result in duplicate work and even worse.你將減少重復(fù)的工作。1. Customer interviews are in-depth reports covering : 同客人的聯(lián)絡(luò)包含在銷(xiāo)售報(bào)告中。Ø Information required to complete the Customer Profile完成客戶(hù)檔案需要信息Ø Information required to do a selection criteria rating標(biāo)準(zhǔn)價(jià)格的選擇也需要

6、信息Ø Information required to determine the customers habits, relationships, expectations, needs, desires and solution of problems客人的喜歡，關(guān)系，期待，需要，要求和要解決的問(wèn)題Ø The above is obtained through the questioning technique and recorded free form通過(guò)問(wèn)卷和平時(shí)的有技巧的詢(xún)問(wèn)獲得信息2. Customer Profile forms can be develop

7、ed for manual systems like Opera or they can be provided by a computerized system like Delphi. 客人檔案表格來(lái)自與不同的電腦處理系統(tǒng)，象Opera或 Delphi 系統(tǒng)。3. Rate each account using the Action Criteria developed. This will establish future call objectives. 建立將來(lái)拜訪目標(biāo)，每一個(gè)客戶(hù)價(jià)格將使用活動(dòng)標(biāo) 準(zhǔn)。4. Rate each account using the Selection

8、Criteria developed for that segment. 每一個(gè)客戶(hù)的價(jià)格標(biāo)準(zhǔn)將依據(jù)它的區(qū)域劃分。5. Color coding files by Key Accounts, Key Prospects and Other Active Files will prove useful. 將按顏色來(lái)鑒別重要客戶(hù)，潛在生意客戶(hù)和其他行為檔 案6. Files will be kept alphabetically, within geographic areas if necessary. 如果有必要客戶(hù)檔案將按字母或地理區(qū)域劃分。7. If an organization has

9、 more than one defined meeting/program, it is possible to have a file on each meeting/program, especially if the contact surface is different. 如果一個(gè)公司組織兩個(gè)或以上的活動(dòng)，特別是聯(lián)絡(luò)人不同， 一定要分開(kāi)客戶(hù)檔案8. All other correspondence on/with the account will also be placed in this file. 所有與該客戶(hù)有關(guān)的資料都要放置在同一個(gè)檔案中。 Divided trainees into several groups to do discussion then critique after discussion.將學(xué)員分成組討論然后進(jìn)行評(píng)估。Ask question:提問(wèn)：What is the good account file?(give a example)好的客戶(hù)檔案是什么樣的？(看樣本)(Emphasis the account files must be updated