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1、上海瑞吉红塔大酒店培训大全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-CS-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
2、 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Lecture 教学式运用 LCDExplanation and demonstration讲解与展示Questi
3、on 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 Inquiry & Booking Forms (on group business) / 预订单Note: the key account and key prospect files mus
4、t 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 worse.你将减少重复的工作。1. Customer int
5、erviews 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, needs, desires and solution o
6、f problems客人的喜欢，关系，期待，需要，要求和要解决的问题10 minutes10 minutes20 minutes Buzz Group列举不同的市场配合不同颜色Test andSummary总结 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 Opera or they can be provided b
7、y a computerized system like Delphi.客人档案表格来自与不同的电脑处理系统，象 Opera 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.每一个客户的价格标准将依据它的区域划分。5. C
8、olor 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 possible to have
9、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 discuss
10、ion.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)15 minutes10 minutesTotal 65 minutes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THE ST.REGIS SHANGHAI上海瑞吉红塔大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Acco
11、unt Management任务: 客户管理Code 序号: OH-SM-CS-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
12、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
13、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 / Overseas & demostic（商务客户境外及本地）travel agency 旅行社government 政府SPG member 仕达屋优先宾客计划会员PICO / CIM /ICCA 专业会议活动策划
14、机构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 t
15、his figure and / or meet the selection criteria rating .5 minutes20 minutes15 minutes5 minutesTest测试Summary总结Demonstration with LCD 运用 LCD 展示Exercise 练习提供占销售总额 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 poin
