1、Sales Manager Seminar 课长培训,中国培训师大联盟 www.china-,Training Objectives 培训目标,To learn more about Carrefours mission and Sales Manager responsibilities. 更多地了解家乐福的使命和课长的职责 To Learn how to better communicate with the team 学习如何更好地与我的团队沟通. To learn how to better develop my team 学习如何更好地发展团队 To learn how to pla
2、n my work and manage my time 学习如何计划我的工作和管理我的时间,Understanding Carrefours Mission and Sales Managers Responsibilities,Carrefours Mission & Goals,Business strategy &Capabilities,People Requirements,Requirements of Department Heads,Business knowledge Technical skills Communication skills People manageme
3、nt & development skills Time management and action planning skills Others,Carrefour Concepts Four Policies Localization Turnover Market share,Employee Needs,Human resources management strategy & practices,Understanding Carrefours Mission and Sales Managers Responsibilities 理解家乐福的使命和课长的职责,家乐福的 使命和目标,
4、经营策略和能力,人员要求,对于课长 的要求,商业知识 技术能力 沟通能力 人员管理和发展能力 时间管理和计划制定能力 其它,家乐福理念 四大政策 本地化 营业额 市场份额,员工需求,人力资源管理 策略和操作,Mission of Carrefour 家乐福的使命,Our Mission 我们的使命 Our People 我们的员工 Our Resources 我们的方法,All our efforts are directed towards customer satisfaction. Our retailing activities seek to meet changing custom
5、er demands, in terms of product selection and quality, at the most competitive prices 我们尽一切努力最大程度地满足顾客的要求我们的零售行业通过选择商品，提供最佳品质及最低价格，以满足客户多变的要求 Highly-motivated associates are our main asset. Individual initiative and delegation of responsibilities are carried out in a spirit of solidarity and common
6、interest. 我们最主要的财产是士气高昂的员工. 每一个员工应在团结奋斗及目标一致的基础上，充分发挥主动性及责任。 Our business is based on simple, straightforward concepts. To remain competitive, we constantly adapt our resources to achieve optimal distribution efficiency. 我们的理念简单而直接为了在竞争中取得优势，我们必须最大限度地使用资源使之发挥作用。,OUR GOAL 我们的目标 OUR VALUES |我们的价值,We a
7、im to be an international force with a significant presence in each market. By constantly seeking to gain market share, we will strengthen the Groups independence and raise its value over the long term 我们的目标是成为一个国际性公司，并在每个市场中占有重要比例。通过市场占有率的扩大，我们将不断加强公司的独立性及增加公司长期的企业价值。 We aim to develop mutually ben
8、eficial synergies with all our business partner. We seek to adapt to the specific environment of each country where we operate and to serve as a benchmark in terms of business values wherever we are present. 我们强调协调与合作伙伴之间的关系，增进双方共同的利益。我们要尽力融合各国特殊 的环境，成为同业间的楷模。,家乐福的使命 MISSION OF CARREFOUR,我们的一切工作的核心
9、是为了让顾客满意。,Customer Satisfaction 顾客满意,All Our Efforts Must Be Directed Towards Customers Satisfaction.,Carrefour Concepts 家乐福的理念,Customer Satisfaction First! 顾客的满意为优先 One stop shopping 一次购足 Low price 超低售价 Free Parking 免费停车 Self Service 自助式服务 Freshness and Quality 新鲜和品质,Carrefour Four Policies 家乐福四大政策
10、,Management Level 管理层,Assets 资产,Merchandise 商品,All Equipment in good condition 所有器材处于良好状态 Price 价格 Clean 干净 Full 满 Listen to customers 倾听客户需要 Competitors survey 竞争调查,Get the best assortment 作出最好货品分类排列 get the best conditions 提供最好的条件 React to competitors price level 对竞争对手的价格作出反应 Check volume orders a
11、nd sales quantities 检查销售量 push for promotions 促销 Communication with negotiator 与谈判者交流,人力 资源,Know your staff 了解员工 Train 培训 Communication 交流 Initiative & creative 主动性与创造性 Link between management team and my team 管理团队和我的团队之间的练习,R e s o u r c e,H u m a n,Main Responsibilities of a Sales Manager 课长的主要职责,
12、Assets 资产 Store clean and full. 保持卖场整洁，商品充足 Good implantation respecting the price range.根据不同价格档位，良好展示商品， Check the cleanliness of the uniform of the staff.检查员工是否着装整洁 Storage well arranged. 保持库存井井有条 Listen to customers and react positively. 倾听顾客意见，作出积极反应 Have a sales spirit. 展现生意人的精神 Display with vo
13、lume. 保持充足的商品展示 Respect and make respecting the safety rules of fire fighting and hygiene regulations. 遵守火灾和卫生等安全规章制度 Follow competitors price level. 关注竞争对手的价格水准 Propose equipment investment. 提议购置新设备 Full respect of the regulation and law of China & Carrefours store procedures. 完全遵守中国的法规和家乐福店的制度 Hav
14、e a store spirit. 展现家乐福店的精神,Human 人员 Help the staff to have a commercial and professional attitude in any case. 使员工在任何情况下要表现出商业人士的职业态度 Communicate stores information. 传达有关家乐福店的信息 Give clear responsibilities to the staff. 明确员工的工作职责 Check weekly the punch card. 每周检查工时卡 Train your staff with a training
15、 plan 根据培训计划培训员工 React on the quality of the work of the staff.根据员工的工作质量作出反应 Plan and propose promotion. 计划并推荐提升人员,Main Responsibilities of a Sales Manager 课长的主要职责,Merchandise 商品 Follow assortment (No shortage). 保证品种 (没有缺货) Facing and display reflecting the sales quantities. 排面和展示要反映销售量 Check stock
16、cards. 检查库存卡 Stock level respecting the forecast. 库存量反映预见的销售量 Plan promotional and seasonal events one month before. 提前一个月准备促销和季节性活动 Good communication with negotiators. 跟谈判员保持良好沟通 Inform the negotiators of your low sales items. 向谈判员通报滞销的单品 Follow and anticipate the new market trends. 遵循并预见市场走向 Prop
17、ose new item to improve assortment according to customers demands. 根据顾客的需求，提议新的单品，以改进品种搭配,Finance 财务 Follow the procedures. 遵守制度 Good checking on the receiving and returning reports. 认真检查收货和退货单 Valid purchase report. 对证采购单. Provide exact financial documents. 提供正确的财务报告 Reach the forecast figures. 完成预
18、见的指标 Propose improvements to over the forecasted figures. 提议超过指标的改进方法 Well control of all the lines of your department bulletin. 全面控制部门业绩表的各个方面,The Importance Of Managerial Skills 管理层管理技能的重要性,The Role Of Managers 经理的角色,Managing tasks 管理任务 Leading people 领导员工 To make sure work gets done and people ge
19、t satisfied.确保工作得以圆满完成并且员工获得满足。,Role Transition 1 角色转换(一),Role Transition 2 角色转换 (二),The Roles Of An Effective Manager 一个有效经理的角色,A bridge between business goals and business results 连接经营目标与经营结果的一座桥梁 A bridge between employees and the top management 连接员工和高层管理的一座桥梁 A coach for employee development 员工发
20、展的指导者 An initiator of continuous improvement 持续不断改进的倡导者,我的角色 My Role,Management Of My Team 团队管理,Management and Development of the Team 团队管理和发展,Communication with the Team 团队沟通,Self Management 自我管理,Communication with the Team 团队沟通,Effective Communication Skills 有效沟通技能 How to ask questions 如何提问 How to
21、 listen 如何倾听 Building relationships 建立关系,Communication,Self Development,Team Development,Three Types Of Questions 三种不同类型的问题,Funnel Model 漏斗模式,What Do You Listen For? 你听什么？,Facts 事实 Emotions 情感 Relationship 关系 Implied 隐含,Model For Better Communication 有效沟通模式,障碍 Barriers,Message Sent/Message Received
22、发出信息/接收信息,Message Sent 发出信息,No Communication 无沟通,Partial Communication 部分沟通,Complete Communication完全沟通,1.,2.,3.,Message Sent发出信息,Message Received接收信息,Message Received 接收信息,Getting to Know Your Employees and the Communication Cycle 了解你的员工及沟通环,Thought 想法,Words & non-words 言语和非言语,Transmission 传送,Recept
23、ion 接收,Decoding 理解,Feed back 反馈意见,Sender 提供者,Receiver接收者,Effective Listening Skills 有效的倾听技巧,Paraphrasing Words 意译语句 Paraphrasing Feelings 意译感情 Reflecting复述 Redirecting 引导,Calms a Conflict or an Intensive Situation 缓和一场争执或一个紧张的局面 Helps You Control Emotions and Build a Constructive Relationship 有助于控制自
24、己的情绪, 建立起良好的关系 Encourages Other People to Share Information 鼓励对方提供信息,Paraphrasing 1 意译一,Increases the Other Persons Trust in You 加强对方对自己的信任感 Gives Others a Chance to Clarify or Explain 给对方一个澄清或解释的机会 Helps Other People Clarify Their Own Thinking 帮助对方澄清观点 Emphasizes Important Points 强调要点,Paraphrasing
25、2 意译二,Examples Of Paraphrasing and Reflecting 意译和复述实例,It sounds like what you are saying is that you dont want to take over the task. 听起来你的意思好象是说你不想接受这项任务。What Im hearing is 我的理解是.You are feeling really frustrated about work. 工作确实让你感到沮丧。It sounds like something is bothering you. 听上去好象什么事困挠着你,Reflect
26、ing and Redirecting 引导,A Tool for Guiding the Content of Information Exchange: 主导信息交流内容的一个有效工具,Active Listening + An Open (probing) Question 积极倾听 + 开放式（探究式）问题,Questions For Directing 可以用来引导对方的问题,Ask “How.”, not “Why. ” 问“如何.“，而非“为何.“ How are you going to change the situation? 你希望如何去改变现状呢? How shall
27、I improve in order to get the deal? 如何改进才能谈成这笔生意? How could we get these even better? 我们怎样才能使这些更完善?,Examples Of Directing 引导实例,After paraphrasing, asking another question. For example: 在意译完对方所讲的话之后，再提一个问题。如： Just now you mentioned that one big challenge in management is motivation. Would you please
28、tell me how do you motivate your employees? 刚才您提到管理中的一个较大的挑战就是激励员工，那么您是如何调动员工的积极性的呢？,Verbal and Nonverbal Signals 言语和非言语信号,Making Sounds Like: “Ah.“, “Mmm.“, etc. 适当使用鼓励性词语，如：“啊.“、“呃.“等Saying: “Go on“, “Tell me more“, etc. 说：“请说下去“，“请再详细地谈谈“等 Repeating Key Points on Words 重复关键词语 Paraphrasing, Reflec
29、ting & Directing 进行事实复述、感情意译和引导,Triads Role Play Recording List 三人角色扮演记录单,Building Relationship 培养关系,Establish your credibility 树立你的威信 Develop mutual trust 培养相互的信任 Respect your team 尊重你的团队,How to take over your position as Sales Manager 如何树立课长的威信,Individual meeting with your team members 给每个团队成员单独见个
30、面 Use tools to help you manage 利用工具来帮助你来管理 Be strong and energetic 表现坚强、充满活力 Always be in charge, never lose control 永远掌握主导权，决不可失去控制 Always be aware of what your team is doing 时时了解你的团队在做什么 Do it from the very beginning, do not wait 一开始就做起来，不可等待,Meeting Team Members Individually 单独会见团队成员,Introduce ea
31、ch other 相互介绍,Communicate your expectation 表达你的期望,Lead the meeting 主导谈话,Listen to him/her 注意倾听,Exercises: How Well Do You Know Your Colleague? Asking Questions 练习：你对员工了解多少？ 提问,How Long Has He/She Been Married? 我或他是否已婚? 是否有小孩? If Not, Does He/She Have a Fiance? 如果未婚，我或他是否有对象？ What Food Does He/She Li
32、ke Best? 我和他各自最喜欢吃什么？ What Hobbies Does He/She Have? 我和他各自有什么兴趣爱好？ What is His/Her Education and working Background? 我和他各自教育 和工作背景如何？ What is the Most Important Challenge in Your Work? 工作中你最大的挑战是什么？,Develop Mutual Trust 培养相互信任关系,Fairness 公平 Honesty 诚实 Openness 开放 Accessibility 平易近人,To Respect My Tea
33、m,To Respect My Team Means To Spend Time With Them To Respect Means To Communicate With My Team Through Good Morning Briefing Meeting Training Visit To The Shelves To Respect Means To Listen To My Team,Talk About Competitors New Products, New Collections Department Bulletin Procedures ,尊敬你的团队,尊重意味着花
34、一些时间和团队成员在一起 尊重意味着通过下列方式进行交流 问 “早上好“ 简要介绍 会议 培训 参观他的货架 尊重意味着要进行倾听,谈它其他竞争对手 新产品,新展示 课绩效 程序 ,Manage and Develop My Team 管理和发展团队,Understand where your employees are: To Know Graph and Skill inventory知道你的员工工作能力如何：了解图和技能储备图 Three general methods to develop team members: 发展员工的三种基本方式:Task Assignment Skills
35、 委派任务的技能Coaching and Feedback Skills 指导和反馈技能Teamwork and Motivation 团队合作和激励,Understand Where Your Employees Are 明白员工的能力水平,Synergy 协作性,Antagonism 对立性,Required Level 要求的水准,Creativity 创造性,Responsibilities 职责,A,B,C,D,A is a new employee 是新员工 B has reached required level 达到了要求的水准 C is very skilled 是有经验、熟
36、练的员工 D is low at skills but has a negative attitude 是技能差、态度又消极,Three General Methods to Manage 三种管理方式,Method 3: Cooperation Control 方式 3 ：合作参与 委派、控制 Method 2 :Negotiable Communication 方式 2： 可协商交流 Method 1 : Not Negotiable Training 方式 1 : 不可协商 培训,Synergy 协作性,Antagonism 对立性,Required Level 要求的水准,Creati
37、vity 创造性,Responsibilities 职责,A,B,C,D,Skill Inventory 技能储备,1=Can Perform Well 1=做的很好 2=Can Perform 2=可以做 3=Needs to Learn 3= 需要学习改进,What Can You Know from the Skill Inventory 技能储备图能告诉你什么,Who is generally strong? 谁的能力比较强 Who is generally weak? 谁的能力比较弱 Where my team is strong? 我的团队强在何处 Where my team is
38、 weak? 我的团队弱在何处？ How to solve the problem 如何加强 Cross training and backup building 交叉培训、人才备份,Cross-Training and Backup Building 交叉培训、人才备份,Have one employee train another what he/she is strong at 让一个某方面比较强的员工教另一个这方面比较弱的员工 Be aware of the seniority (face) issue 注意资历和面子问题 Make sure tasks get done first
39、and then consider training of employees 首先考虑任务得以完成，然后是员工的培养,How to Manage My Team 如何管理团队,Content 内容 To Know 了解 To Respect 尊重 To Anticipate 预见 To Motivate 激励 To Reprimand 批评 To Fire 开除,Give clear objectives,To Reprimand,Immediately point out the wrong-doings and to correct Without weakness Without he
40、sitation Why reprimand?,If it is reachedCongratulateGive new objectivesPromotion,If it is not reachedCorrectGo back to the former objectives Stand-by,提出明确的目标,批评,立即指出其不恰当之处并予以纠正 没有缺点 毫不犹豫为什么要提出批评?,如果实现了祝贺提出新的目标 再创佳绩,如果没有实现批评改正回到先前的目标继续,To Fire 开除,To Push Our Team To A Higher Level Of Professional Ski
41、ll. 促使我们团队达到更高的专业技能水平 Those Who Dont Want To Follow, We Have To Sanctions. We Have To Consider, If Necessary The Company Policies 对于那些不想合作的成员，我们就必须根据公司政策，在必要时考虑予以解雇。 Otherwise The Other Good Members Of My Team Will Not Understand 否则其他优秀的团队成员就会不理解,Assigning Tasks 委派任务,1. Analyze the Task 分析任务 2. Anal
42、yze Your Employees分析员工 3. Consider Your Task Goals & Objectives考虑任务的总体目标和具体目标 4. Consider Your Employee Development Goals & Objectives 考虑培养员工的总体目标和具体目标 5. Find an Appropriate Balance Point and Assign the Task找到适当的平衡点来委派任务,Are You Task Oriented or Relationship Oriented? 你是以工作任务为导向还是以关系为导向,Task Orient
43、ed 以工作任务为导向Relationship Oriented 以关系为导向,People & Tasks Considerations 有关人与任务的考虑,Tasks 任务,People (Relationship) 人 (关系),Importance 重要性,Technical Maturity 技术成熟度,Urgency 紧急性,Work Expectation 工作期望,Technical issue 技术性,Who did it before 谁以前做过,Routine 事务性,Who has the skill 谁具备技能但未做过,Difficulty 难度,Who may do
44、 it after training 经培训或指导后能做,Knowledge required 需什么知识,Assigning Tasks 委派任务,People and Task Considerations 以人还是以任务为导向 Cross-training 交叉培训 Building back-Up 做好人才备份 Assigning Task 委派任务 Task assignment worksheet 任务委派练习单,Task Assignment Skills 委派任务技能,Explain what to do and how to do 解释该做什么，如何做,Explain why
45、 if they do not know 解释为什么要这样做，如果他不清楚,Communicate expectation/requirements 说明你的期望或要求,Set timeline 设定期限,Always check 一定要检查,Defining Feedback and Coaching定义反馈与指导,Feedback 反馈 Letting people know what and how they are doing as soon as you know 在了解到员工的工作情况后，马上让他/她知道自己做得如何 Coaching 指导 A two-way discussion
46、 that aims to improve performance 是一种双向式讨论，旨在提高工作绩效,Feedback 反馈,What are the different types of feedback? 反馈意见的不同形式有哪些？ Positive 积极的 Negative 消极的 Corrective 改进的 None 无反馈 Which one usually is the most effectiveand why? 哪种反馈意见通常是最有效的？ 为什么？,How give feedback effectively: BEER Model 如何有效的给予反馈：“啤酒”模式,Eff
47、ective feedback: 有效的反馈： describes the specific Behavior 描述了具体行为 includes an Example of that behavior 包括所列行为的一个例子 describes how the behavior has exceeded, met or failed to meet your Expectations 描述该行为如何超出、达到或无法达到您的期望和要求 describes the Results of the behavior 描述这些行为所导致的结果,Corrective Feedback - Example
48、改进型反馈意见 - 例子,Recently you failed to finish your task on time 最近你没有按时完成任务。 Last Friday, for example, I didnt get the report until 5:00, and that was the third time in four weeks it was late (Specific Example). 比如说，上周五， 我没能在五点之前收到报表， 这已经是在四周之内第三次延误了(具体例子) Finishing work on time is a must for a qualified assistant. 按时完成任务，是成为一个合格的助理的起码要求。(期望) So we were not able to adjust selling prices in time which will do harm to our sales (Result) 所以， 我们无法及时调整价格，我们的销售受到不利影响。 (结果),
