1、THE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Account Files任务: 客户档案 Code 序号: OH-SM-RM-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: 课程结束后每一个学员能够独立完成所有客户档案。 Standard: A separate f
2、ile will be maintained for each key account and key prospect.标准： 每个重要 客户和有潜在生意的客户将建立不同的客户档案。Resources: LCD / Account file forms from Delphi.培训器材： LCD / Delphi 系统中的客户档案表格Method培训方式Training Steps培训步骤Time时间Introduction介绍 Introduction介绍Lecture 教学式运用LCDExplanation and demonstration讲解与展示 Buzz Group列举不同的市场
3、配合不同颜色Test andSummary总结Question to test the trainees level:提问学员：What are Account Files?什么是客户档案？ Customer interview / 客户访问 Customer profile / 客户描述 Action Plan / 活动计划 Action and Selection criteria / 计划和选择标准 Running Call Report / 经营报告 Booking Entry Forms (on group business) / 预订单Note: the key account a
4、nd key prospect files must be updated every three months.提示：重要客户和有潜在生意的客户档案必须每三个月更新一 次。The course should divided in two parts: What is Account Files?What is function of Account Files?课程将分为两部分: 什么是客户档案？ 客户档案的作用是什么？W.F.I.M我们将从中学到什么？Notify not doing like this will result in duplicate work and even wors
5、e.你将减少重复的工作。1. Customer interviews are in-depth reports covering : 同客人的联络包含在销售报告中。 Information required to complete the Customer Profile完成客户档案需要信息 Information required to do a selection criteria rating标准价格的选择也需要信息 Information required to determine the customers habits, relationships, expectations, n
6、eeds, desires and solution of problems客人的喜欢，关系，期待，需要，要求和要解决的问题 The above is obtained through the questioning technique and recorded free form通过问卷和平时的有技巧的询问获得信息2. Customer Profile forms can be developed for manual systems like Kardex or they can be provided by a computerized system like Delphi. 客人档案表
7、格来自与不同的电脑处理系统，象Kardex或 Delphi 系统。3. Rate each account using the Action Criteria developed. This will establish future call objectives. 建立将来拜访目标，每一个客户价格将使用活动标 准。4. Rate each account using the Selection Criteria developed for that segment. 每一个客户的价格标准将依据它的区域划分。5. Color coding files by Key Accounts, Key
8、 Prospects and Other Active Files will prove useful. 将按颜色来鉴别重要客户，潜在生意客户和其他行为档 案6. Files will be kept alphabetically, within geographic areas if necessary. 如果有必要客户档案将按字母或地理区域划分。7. If an organization has more than one defined meeting/program, it is possible to have a file on each meeting/program, espe
9、cially if the contact surface is different. 如果一个公司组织两个或以上的活动，特别是联络人不同， 一定要分开客户档案8. All other correspondence on/with the account will also be placed in this file. 所有与该客户有关的资料都要放置在同一个档案中。 Divided trainees into several groups to do discussion then critique after discussion.将学员分成组讨论然后进行评估。Ask question:提
10、问：What is the good account file?(give a example)好的客户档案是什么样的？(看样本)(Emphasis the account files must be updated every month)重点强调客户档案必须每月更新一次。Review key points 回顾要点10 minutes10 minutes20 minutes15 minutes10 minutesTotal 65 minutesTHE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Accou
11、nt Management任务: 客户管理Code序号: OH-SM-RM-A002Objectives：At the end of this session, each trainee will be qualify his / her accounts In terms of account base.目的: 课程结束后每个学员都将能够独立管理自己的客户。 Standard: Ensure the most account and their importance to the overall profit objectives is identified.标准: 确保明确了解更多数客户及
12、其价值目的。Resources: LCD / Account file forms from Delphi White board, Marker.培训器材: LCD / 客户档案表格，白板，白板笔。Method培训方式Training Steps培训步骤Time时间Introduction介绍Lecture F / C 1教学式Exercise练习Lecture / OHP 1教学式Test测试Summary总结Demonstration with LCD 运用LCD展示Exercise 练习The course should divided in two parts:课程将分为两部分：Ac
13、count type 客户管理？Account manage 怎样管理客户W.F.I.M:我们将从中获得什么？Effective and affective. Easy to work高效快速，便于工作All account type be written in the flipchart (1) and showing to trainees ( refer to S&P)所有的客户类型事先写在白板上给学员展示所有的客户类型 (参照标准和程序)commercial account 商务客户travel agency 旅行社government 政府SPG member 仕达屋优先宾客计划会员
14、CI&M 会议及宴会客人GP/SP account 全球及亚洲客户 Frequent walk in guest散客Question: 提问How can we separate the key account and potential account? 如何区分重要客户和有潜在生意的客户？Divided trainees into several group to do discussion then critique after discussion.分小组进行讨论然后进行评估。Answer: ( OHP 1) Key account - the accounts that provid
15、e 80% of this figure and / or meet the selection criteria rating .提供占销售总额80% 的客户或是以较好价格在酒店消费的客户称为重要客户Prospects - accounts that are currently not buying but meet the selection criteria rating .暂时在饭店没有消费，但有能力以较好价位在饭店消费的客户称为潜在客户。Review all key points.回顾要点Break 5 minutesExplain how do account manage?解释如
16、何进行客户管理？showing to trainees and sum up the key point from the S&P展示给学员所有的标准和程序并总结要点。Review the main points of Account Management复习客户管理的主要要点。5 minutes20 minutes15 minutes5 minutes10 minutes10 minutes5 minutesTotal 70 minutesTHE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Standard
17、 Forms任务: 标准表格Code序号: OH-SM-RM-A003Objectives: At the end of this session, each trainee will be able to ensure business arrangements are properly documented and special arrangement are submitted for approval in an efficient manner. 目的: 课程结束后，每个学员将确保能够对所有商务活动安排进行文字处理 特殊情况要提交上级批准。Standard: Follow up S
18、& P标准: 参照标准和程序Resources: LCD, Standards form example, Flipchart, Whiteboard培训器材: LCD，标准表格样本，翻转展示板，白板Method培训方式Training Steps培训步骤Time时间Question提问IntroductionAnd explanation F/C介绍和解释Lecture use LCD运用LCD讲解 Buzz group分组讨论Practice练习Summary总结Does any one know which kind of form will be used in sales depar
19、tment?谁知道在销售部将用到那些表格？F/C (1) FIT Bookings 散客预订单 Group Bookings 团队预订单 Loss Business report 丢失生意报告 Request for function space 多功能厅使用单 VIP Reservation Request 贵宾申请表 Complimentary/ Upgrade Request 免费房及升级申请表 Special Room amenities/set-up Request 特殊房间用品及摆放申请表 Contract/Special Rate Authorization 合同及特殊价格协议书
20、 Sales Call Report 销售报告 Entertainment Request Form 宴请申请单 Expense Account Form 费用报销单 Art Work Job Request 美工工作单Show steps on prepared LCD, explain reason for each step, ask trainees to comment and question on each step.将所有程序的主要内容逐条讲解，在讲解过程中要不时请学员发表建议并提问。Note:Different types of forms will be used to s
21、erve different purposes and functions.提示： 不同类型的表格将用于不同的目的和功能。This course should be divided two parts:本课程分为两部分： What is basically standard forms of sales department?( Review Flip chart 1 )什么是销售部的基本的表格？ How do we use these standard forms?如何使用标准表格？How do we use these standard forms?如何使用这些标准表格？All answe
22、rs will writing in whiteboard and correct.将所有的答案写在白板上然后选择正确的。Show all the example of the standard forms and ask trainees to fill out.展示所有的表格样本然后让学员填写。Review all the key points回顾所有的要点Ask question and have participant explain the standard and its importance. Summarize critique points applicable to ent
23、ire group。提问并请参与者解释标准及其重要性。 总结评估过程中对课程有用的要点。Note: All standard must be signed by original person before send out.提示：所有标准表格在发出去之前必须有签字。15 minutes15 minutes10 minutes5 minutes5 minutesTotal 45 minutesTHE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Standard Letters任务： 标准信函 Code序号：
24、OH-SM-RM-A004Objectives： At the end of this session, each trainee will be able to ensure the Standard of correspondence with clients and the general public is Of quality and uniformity. 目的： 课程结束后，每个学员将能够确保同客人和对外公共关系通信标准 的质量和一致性。Standard： See attachment标准： (附后)Resources： LCD / Standard Letters Exampl
25、e, Flipchart, Whiteboard.培训器材： LCD / 标准信函的样本，翻转展示板，白板Method培训方式Training Steps培训步骤Time时间Ice break打破僵局Introduction介绍Prepared on Flipchart翻转展示板准备ContentAnd explanation解释内容LCDExercise练习Summary总结Program: let trainees write a letter to other person, use different style or different format, just use self-f
26、eeling to write.题目：让学员每人写一封信，用不同的风格和格式，(用 个人的感受去写)After program, ask one question: 节目结束后，提问学员Why our letter have lots of style, can we use it on our business?为什么我们会有那么多的不同的风格，是否可以用在商务工作上？Show session objective:展示课程主题WIFM: use standard letter can help you present yourself more professional, get more
27、information and business.通过学习我们将帮助你更专业，获得更多的商务信息All standard & procedures be written in the flipchart and showing to trainees. ( Flip chart 1)将所有的标准和程序写在翻转展示板上，然后向学员展示。Explain how to prepare and use standard letters解释如何准备和使用标准信函？Ask trainees: 提问：What is standard letters? 什么是标准信函？All kind of standard
28、 letters will be written on the white board and showing to trainees. (White board 1)将所有的标准信函写在白板上，然后选择。 Corporate Accounts 商务客户 Wholesalers / Tour Operators 旅行社代理商 Tour One - Time 一次性团队 CI &M 会议和展览 Catering and banquets 宴会 Airline Crew Accommodation / Layovers . Stopovers航空公司机组人员 / 临时滞留 Sheraton res
29、idence Long-Stay 长住客 Press Releases 出版商 Media / Press 媒体广告 Suppliers供应商 Etc等 Review key points and Test.回顾要点和测验3 minutes10 minutes25 minutes10 minutes10 minutesTotal 58 minutesTHE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task : Sales Administration任务: 办公室行政管理Code序号: OH-SM-RM-A101Ob
30、jectives: At the end of this session, each trainee will be able to ensure that the Sales Office has the basic facilities to perform its functions.目的: 课程介绍后，每个学员将能够确保销售部办公室的基础设施正常运 行。Standard: Follow up S&P标准: 参照标准和程序Resources: Whiteboard / File, Flipchart, LCD培训器材: 白板，翻转展示板， LCDMethod培训方式Training St
31、eps培训步骤Time时间Ice Break打破僵局Introduction介绍Lecture讲解Explanation and Demonstration解释和展示Buzz Group集体讨论Exercise练习Summary总结Suppose in the office, your account file just put on the table, your report also put on your desk dishevelment, when your boss asked some information for him, you really could not repo
32、rt to him at once, your boss maybe asked you, why your filing system is so disorderly, what did you do every day?请学员设想一下，在办公室，你的客户档案就放在桌上，你的销售报告也杂乱的放在上面，当你的老板问你要一些信息时，你真的不能马上拿出来给他，你的老板也许会问你，为什么你的档案整理这样乱，你每天都做了些什么？That time what do we need? 这时候我们需要：Sales Administration (show objective of this session
33、)办公室行政管理(展示课程主题)W.F.I.M我们将从中获得什么？Effective and affective, easy to work.高效快速，便于工作。This session should be divided two parts:介绍课程将分为两部分What is sales administration? 什么是销售部行政管理？What is sales administration including? 包括哪些内容？What is Sales Administration? ( the definition will be written on the flipchart)
34、 什么是办公室行政管理？( 将概念事先写在翻转展示板上)The sales administration is review in an objective and comprehensive manner. (Flip chart 1 )办公室行政管理是目标管理的综合行为。Show steps on prepared flipchart explain reason for each step 将所有程序事先写在准备好的白板纸上，逐条讲解。( ask all trainees focus on some special points)要求学员集中一些特殊要点。what is sales ad
35、ministration including?( all answers will be written on the flipchart and correct)办公室的行政管理将包括哪些内容？将所有的内容写在白板上，然后选择正确的答案。(Flip chart 2)Reader Files . 读者档案Trace systems 跟进系统：Function Book 多功能厅的预订Contracts and proposal 合同和协议书Lost business reports 丢失生意Slide and picture library 幻灯片和照片的储藏Ask trainees to c
36、omment and question on each step询问学员是否有问题, 然后提问每一步骤。Review key points 回顾要点Delivery handouts 分发资料5 minutes5 minutes20 minutes15 minutes10 minutes5 minutesTotal 60 minutesTHE ST. REGIS SHANGHAI 上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Office Review任务: 办公室核查Code序号: OH-SM-RM-A102Objectives: At the
37、end of this session, each trainee will be able to ensure that the Sales & Marketing Office is reviewed in an objective and comprehensive manner.目的: 课程结束后，每个学员将能够了解办公室回顾是一个目标实现的综合 行为。Standard: Follow up S&P标准: 参照标准和程序Resources: Whiteboard, Flipchart, S&P form, LCD培训器材: 白板，翻转展示板， 标准和程序, LCDMethod培训方式T
38、raining Steps培训步骤Time时间Introduction介绍Buzz Group集体讨论LectureAnd Demonstration F/ C 讲解和展示Discussion讨论Question提问Exercise练习Summary总结Self-introduction ( The trainer should be in uniform)自我介绍 ( 着制服 )What is your favorite office environment in your mind?在你的想象中你最喜欢的办公环境是怎样的？(divide two group and use the flip chart to list all items) then discussion: why we
