1、Printed Date: 04/13/2019 Page 1 of 3SHERATON SHENYANG LIDO HOTEL沈阳丽都喜来登饭店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
2、每一个学员能够独立完成所有客户档案。 Standard: A separate file 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Question to test the trainee
3、s 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 and key prospect files must be updated every three m
4、onths.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？10 minutes10 minutesLecture 教学式运用 LCDExplanation and demonstration讲解与展示Buzz Group列举不同的市场配合不同颜色Test andSummary总结Notify not d
5、oing like this will result in duplicate work and even worse.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 deter
6、mine the customers habits, relationships, expectations, needs, 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 ca
7、n be provided by a computerized system like Delphi.客人档案表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 willestablish 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
8、标准将依据它的区域划分。5. Color coding files by Key Accounts, Key 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 p
9、ossible to have a file on each meeting/program, especially 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 placedin 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。20 minutes15 minutes10 minutesTotal 65 minutesReview key points 回顾要点
