酒店市场销售部培训--客户管理..docVIP

酒店市场销售部培训--客户管理 Task: Account Management 任务: 客户管理 Code序号: OH-SM-RM-A002 Objectives：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： Account 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 SP) 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 CIM 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 provide 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 minutes Explain how do account manage? 解释如何进行客户管理？ showing to trainees and sum up the key point from the SP 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 minutes 20 minutes 15 minutes 5 minutes 10 minutes 10 minutes 5 minutes Total 70 minutes 下面是古文鉴赏，不需要的朋友可以下载后编辑删除！！谢谢！！ 九歌·湘君?屈