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1、SHERATON SHENYANG LIDO HOTEL 沈阳丽都喜来登饭店沈阳丽都喜来登饭店 TRAINING ACTIVITY OUTLINE 培训活动纲要培训活动纲要Task: Account Management 任务任务: 客户管理客户管理Code 序号序号: OH-SM-RM-A002Objectives：At the end of this session, each trainee will be qualify his / her accounts In terms of account base. 目的目的: 课程结束后每个学员都将能够独立管理自己的客户。 Standard
2、: Ensure the most account and their importance to the overall profit objectives is identified. 标准标准: 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. 培训器材培训器材: LCD / 客户档案表格，白板，白板笔。Method 培训方式培训方式Training Steps 培训步骤培训步骤Time 时间时间 Introduction 介绍Lecture F / C 1 教学式
3、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？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 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) commerc
4、ial 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 CI&M 会议及宴会客人 GP/SP account 全球及亚洲客户 5 minutes20 minutesMETHOD OF TRAINING 培训方法培训方法TRAINING STEPS 培训步骤培训步骤TIME 时间时间Printed Date: 07/21/2018 Page 2 of 2Exercise 练习Lecture / OHP 1 教学式 Test 测试Summary 总结Demonstration with LCD 运用 LCD 展
5、示Exercise 练习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
6、 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 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 points of Account Management 复习客户管理的主要要点。15 minutes5 minutes10 minutes10 minutes5 minutesTotal 70 minutes
