xx大学国际工商管理学院基于胜任特征管理培训.pptVIP

Behavioral Characteristics Consistently review company newsletters and other information sources Develop relationships with co-workers who are experts in other products/services Regularly review industry data/information for general trends Attend seminars * Prospects Clients Definition: Recognizes clients that are possible candidates for our services; refers these clients to a skilled professional that is able to service their needs * Behavioral Characteristics Foster open communication with potential clients Assess specific areas of expertise of co-workers/professionals Maintain current and appropriate skilled professionals Build and maintain relationship with skilled professionals Introduce client and appropriate skilled professional; follow-up * Client service Definition: Meets and exceeds the expectations requirements of internal and external clients; gets first had client information and uses it for improvement in products and services; talks and acts with clients in mind * Behavioral Characteristics Anticipate or ask what the client wants and try to provide Initiate action/response to any client complaint/inquiry Act and respond in a timely effective manner, even if just a follow-up Consider every client interaction important, whether internal or external client * Cross-selling Definition Persuades and influences the client to accept other products and services * Behavioral Characteristics Have thorough knowledge and understanding of applicable products and services Provide consistent exceptional support for existing products and services Know the client’s business to see the applicability and value of other certain products/services Ask the client for the sale; customize the product/service if appropriate * Handles difficult clients Definition Handles and resolves clients’ complaints and problems. consistently probes client to identify a compromise or “win win” situation. Initiates follow-up communications to insure problem or compliant r