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1、IV.Themanagementoftheworkflow销售流程管理销售流程管理Theprocessofthestoremanagement店面管理流程店面管理流程Theobjectiveofturnoverandmargin营业额和利润目营业额和利润目标标ThemanagementofAfterSaleService售后服务管理售后服务管理Theprocessofthestoremanagement店面管理流程店面管理流程ORGANIZATIONOFTHESTORETheActors人员人员ORGANIZATIONOFTHESTORETheActors人员人员1.Theseller销售人员
2、销售人员2.Thedirectorofthestore商店经理商店经理3.Theadministrativeassistant经理助经理助理理4.Thewarehouse仓储人员仓储人员5.Thedeliverer送货员送货员6.Thefitter安装人员安装人员7.Theaccountant会计会计ORGANIZATIONOFTHESTORETheSteps步骤步骤ORGANIZATIONOFTHESTORETheSteps步骤步骤1.SaleandValidationofthesale销售和销售和销售审批销售审批2.Registrationofthesale记录销售记录销售3.Measur
3、ementcontrol实地测量实地测量4.Sendpurchasingordertothesupplier向供应商下订单向供应商下订单5.Programthefitting做安装计划做安装计划6.Receptionofpurchaseorderconfirmation收订单回执收订单回执7.Programthedelivery做送货入户计划做送货入户计划8.Deliveryandpaymentoftheremainingsum送送货货入入户户并并结结余余款款9.Fitting安装安装10.Invoice收据收据ORGANIZATIONOFTHESTOREStep1Sale&Validatio
4、nofthesale第一步第一步销售和销售和销售审批销售审批ORGANIZATIONOFTHESTOREDiagramofstep1第一部图示第一部图示Seller销售员销售员-Realizeasale销售成功-RegisterthecustomerorderintheDesignsoftware在设计软件中记录客户订单-GivethePaperofMargintothedirectorofthestore交毛利单给经理Directorofthestore商店经理商店经理-ValidatetheCheckList审查查阅单-Validationofthemargin审批毛利-SignthePa
5、perofMargin签毛利单-Transmitthecustomerfoldertotheassistant交客户订单给助理Step2Step2ORGANIZATIONOFTHESTOREThepointstobecontrolledbythedirector(CheckList)经理应审查的重点经理应审查的重点(查阅单查阅单)CustomerOrdersigned签字的客户订单签字的客户订单CompleteinformationontheCustomerOrder客户订单上的信息是否全面客户订单上的信息是否全面Nameofthemodel橱柜名称橱柜名称Firstpartpayment首付
6、款首付款Perspectives3D图样图样Planoftheworktop+shelfandboard+panels台面台面+搁板和独立置物板搁板和独立置物板+护墙板平面护墙板平面图图RegistrationintheDesignsoftware设计软件纪录设计软件纪录Theproductno-referenced(creationoftheproductdatasheetinthedatabase)无参无参照图样或无记录的产品照图样或无记录的产品(在数据库中添加产品记录在数据库中添加产品记录)Appointmentfile(incaseofthetelemarketing)客户约会资料客户
7、约会资料(如是电话销售如是电话销售)BackORGANIZATIONOFTHESTOREStep2RegistrationoftheSale第二步第二步记录销售记录销售ORGANIZATIONOFTHESTOREDiagramofstep2第二步图示第二步图示AdministrativeAssistant助理助理-RegistrationofthecustomerorderintheManagementsoftware记录客户订单于管理软件中-Checkandprintthecoefficientofthemargin审查并打印毛利率-Physicalmanagementofthecustom
8、erdocuments人工管理客户资料ClassthecustomerfolderinthedrawercalledWaitForMeasurement(alphabeticorder)把客户资料夹放入文件柜中名为等待实测的格内(并以字母顺序排列)CreatetheT-formfiche作T型卡片PlacetheT-formficheinthecolumnWaitforMeasurement把T型卡片放入等待实测列中-TransferTheoriginalcustomerorderandthefirstpartpaymenttotheaccountant把原始客户订单和首付款交由会计Step3
9、ORGANIZATIONOFTHESTORECustomerfolder客户资料夹内容-Customerorder客户定单客户定单-Layout,Perspectives平面图和平面图和3D图样图样-First-partpayment首付款纪录首付款纪录-CheckListvalidated经审批的查阅单经审批的查阅单BackORGANIZATIONOFTHESTOREHowto“physically”managethecustomerfolder人工管理客户资料人工管理客户资料BackNextORGANIZATIONOFTHESTORECreationoftheT-formFicheT型卡片
10、的制作型卡片的制作Weekofdelivery送货入户时间(哪周)Documentnumber资料编号+nameofthecustomer客户名字Model型号型号Seller销售员Telephonenumber客户电话+City城市NextORGANIZATIONOFTHESTOREThePanelofT-formfiche(AdministrativeAssistant)T型卡片看板型卡片看板(助理助理)ThepaneloftheT-formficherecapitulatethekeyphasesoftheprocessfromthecustomerordertothedeliveryt
11、othecustomersT型卡片看板显示出从客户下订单直到送货入户的关键步型卡片看板显示出从客户下订单直到送货入户的关键步骤骤NextORGANIZATIONOFTHESTOREFollowtheDocumentswiththePanelofT-formFiche利用利用T形卡片看板跟进资料形卡片看板跟进资料Programoffollowingthedocumentss01s29s01WaitforsupplierorderWaitforconfirmationWaitforreceptionWaitfordeliveryWaitformeasures02s03s04s05s06s07s08
12、s17N10225王刚王刚s17N10225王刚王刚s17N10225王刚王刚s17N10225王刚王刚s17s18s19s21s22s23s24s25s30s31s32s33s34s35s36s37s38s39s40s41s42s43s02s03s04s05s06s07s08s44Onthepaneleachcolumnisdividedbyweekinordertofollowthedocumentswiththeprecisetime看板的每一列以周分隔成行以便精确跟进客户资料NextORGANIZATIONOFTHESTOREFollowtheDocumentswiththePanel
13、ofT-formFiche利用利用T形卡片跟进客户资料形卡片跟进客户资料STEPS:步骤步骤WaitfortheMeasurementControl等待实测等待实测Thefirstcolumnisused.TheT-formfichesareplacedaccordingtotheweeksplanedforthemeasurementcontrol.Themeasurementcontrolismadenweeksbeforethedeliverytothecustomer.等待实测列为第一列.T型卡片根据其实测日期(周)放入相应的格中.实测应在送货入户前n周完成.WaitfortheSup
14、plierOrder等待下供应商订单等待下供应商订单Oncethemeasurementcontrolisaccomplished,theAdministrativeAssistantreplacetheT-formfichefromthecolumnWaitfortheMeasurementControltothiscolumn.Ithelpstoidentifythenumberoftheorderinprogress.实测完成后助理要把T型卡片从等待实测列移入此列NextORGANIZATIONOFTHESTOREWaitfortheConfirmation等待回执等待回执Oncethe
15、ordersareeffectivelysenttothesuppliers,theAdministrativeAssistantshouldreplacetheT-formfichefromthecolumnWaitfortheSupplierOrdertothiscolumn.订单下给供应商后助理要把T型卡片从等待下供应商订单列移入此列WaitfortheReceptionoftheMerchandise等待入库等待入库Oncethepurchaseorderconfirmationischeckedbytheseller,theT-formficheisreplacedtothiscol
16、umn.Thefurniture,appliancesandsanitaryallarrive1weekbeforethedateofdelivery.销售人员检查供应商回执无误后T型卡片被移入此列.橱柜,电器和卫生设施一并在送货入户前一周入库.WaitfortheDelivery等待送货入户等待送货入户Whenthemerchandisesarereceivedbythewarehouse,theAdministrativeAssistantreplacethefichetothiscolumn.Theproductiswaitingforbeingdeliveredtothecustome
17、rs.TheT-formficheshouldbetookawayfromthepanelwhentheAdministrativeAssistantreceivealltheremainingsumtobepaid.商品入库后,助理把T型卡移入此列.商品在货仓等待送货入户.当助理收到所有余款之后T型卡片应从看板移除.Conclusion结论结论TheT-formfichesareplacedonthepanelaccordingtotheweekwhenthedutyshouldbeaccomplished.(thedutylikeMeasurementControl,WaitfortheS
18、upplierOrder,etc.)T型卡片根据不同任务型卡片根据不同任务(如如:实地测量实地测量,等待下供应商订单等等待下供应商订单等)和任和任务指定周放入相应的位置务指定周放入相应的位置.Forexample:IfthereweremodificationsforthedeliverydateintheprogramDELIVERY,theT-formficheshouldbereplacedtotheweekcorrespondent.例如:送货入户日期计划如有变动,T型卡片应根据更改后的日期重新放置.Oncethedeliveryandthepaymentwereaccomplishe
19、d,theT-formficheshouldbetookaway.送货入户及余款付清后送货入户及余款付清后T型卡片应从看板上移除型卡片应从看板上移除.BackORGANIZATIONOFTHESTOREStep3Measurement第三步第三步实地测量实地测量ORGANIZATIONOFTHESTOREDiagramofstep3第三步图示第三步图示AdministrativeAssistant助理助理-InformthefittertheMeasurementControltobeexecuted告知安装人员应进行的实地测量工作告知安装人员应进行的实地测量工作-Indicatethewee
20、kwantedthecustomerforthemeasurementcontrol告知安装人员客户希望的实地测量日期告知安装人员客户希望的实地测量日期(周周)-Givethefitterallthecustomersdocuments交给安装人员所有客户资料交给安装人员所有客户资料Fitter安装员安装员-Contactthecustomertoorganizeanappointment(How)联系客户安排实地测量时间联系客户安排实地测量时间(怎样操作怎样操作)-ExecutetheMeasurementControl(PaperofMeasurement)进行实地测量进行实地测量(实地测
21、量表实地测量表)Modificationstobemade如有改动如有改动Nomodificationtobemade如无改动如无改动ORGANIZATIONOFTHESTOREFitter安装员安装员SendthePaperofMeasurementfilledandsignedtotheseller交已填写并签字的实地测量表给销售人员交已填写并签字的实地测量表给销售人员Seller销售人员销售人员Preparetheordertothesuppliers准备供应商订单准备供应商订单Step4BackIftherewerenomodificationstobemade如无改动如无改动ORGA
22、NIZATIONOFTHESTOREFitter安装员安装员-Sendthemodificationrequiredtotheseller交予销售人员需改动的纪录Seller销售员销售员-Signtheneworderbythecustomer客户签新订单-UpdatetheregistrationintheDesignsoftware更新设计软件记录-TransferthedocumentstotheDirectorofthestore交资料给经理-Preparetheordertothesuppliers(step4)准备供货商订单(第四步)AdministrativeAssistant助
23、理助理-ProceedthecorrespondentchangesintheManagementsoftware在管理软件中作相应的改动-Reprintthepaperofmargintothedirectorofthestore重新打印毛利单给经理-AnalyzethedivergencebetweenthemarginintheDesignsoftwareandintheManagementsoftware.Iftherewereanydivergence,informthedirectorofthestore.检查设计软件和管理软件的是否有毛利差,如有出入通知经理.Directorof
24、thestore经理经理-Validationthepaperofmargin审批毛利单-TransferthechangeddocumentstotheAdministrativeAssistant交已改动的资料给助理Step4BackIfthereweremodificationstobemade如有改动如有改动ORGANIZATIONOFTHESTOREMakeanAppointmentfortheMeasurement约定实测时间约定实测时间-Thetechnicalcontrolallowtovalidatethecustomerorder实测可以检查客户订单的准确性实测可以检查客户
25、订单的准确性-Themeasurementcontrolisexecutedatthehomeofthecustomer实测在顾客家中完成实测在顾客家中完成-IfpossibleNweeksbeforethedelivery.Ifnot,asquicklyaspossible.如果条件允许实测应在送货入户前如果条件允许实测应在送货入户前n周完成周完成.如不允许则越快越如不允许则越快越好好.-Contactthecustomerthroughthetelephonetomakeanappointment通过电话和客户约定实测时间通过电话和客户约定实测时间NextORGANIZATIONOFTHE
26、STOREMaketheappointmentfortheMeasurement约定实测时间约定实测时间Possibilities可能性可能性Replies答复答复Thecustomerisavailableandtheroomisfinished客户有时间并且已完工客户有时间并且已完工-Theappointmentcanbemade何以约定实测时间何以约定实测时间Theroomisnotfinished(onconstruction,etc.)没完工没完工(仍在建设中仍在建设中)-Thedeliverywillbedisplacedintime送货入户时间将会有所拖延送货入户时间将会有所拖延
27、-InformtheAdministrativeAssistantandsendtothecustomeraletterof“Dateofavailabilityforthefitting”告知助理并寄告知助理并寄“延迟安装通知延迟安装通知”给顾客给顾客-Planacalltoorganizeanewappointment安排电话预约新的实测时间安排电话预约新的实测时间Thecustomerisnotavailable客户没时间客户没时间-Informthecustomerthatifthemeasurementcannotbeaccomplishedquickly,thedeliverywi
28、llbepostponed.告知客户如果实测不尽快进行送货入户时间将会拖延告知客户如果实测不尽快进行送货入户时间将会拖延-Ifthecustomeragree,aletter“Dateofavailabilityforthefitting”shouldbesent.Otherwise,theinterventionofthedirectorofstoreisneed.(assumedbytheAdministrativeAssistant)如果客户无异议则寄如果客户无异议则寄“延迟安装通知延迟安装通知”给客户给客户.如有异议则需经理的参与协调如有异议则需经理的参与协调(助理负助理负责责)Bac
29、kORGANIZATIONOFTHESTOREThemissiontobeaccomplishedattheappointmentofMeasure实地测量时应测试的内容实地测量时应测试的内容Reference:PaperofMeasurementControl参考参考:实地测量表实地测量表1.Measurethesides(Q.1)测量边长测量边长2.Checkifthewallsarewithrightangles(Q.2)检测墙角是否为直角检测墙角是否为直角3.Measuretheheightunderceiling(Q.3)测量地面到天花板的距离测量地面到天花板的距离4.Measure
30、theheightunderwindow(Q.4)测量地面到窗户的距离测量地面到窗户的距离5.Indicatethelocationoftheradiator(Q.5)标出暖气位置标出暖气位置6.Indicatethelocationofthewater-heater:heightandthickness(Q.6)如有热水器如有热水器,标出其位置标出其位置:高度和宽度高度和宽度7.Indicatethelocationoftheflueofchimney(Q.7)如有烟道如有烟道,标出其位置标出其位置8.Indicatethelocationofthepedestal(Q.8)如有地面突出物如
31、有地面突出物.标出其位置标出其位置9.Indicatethelocationoftheobstacles(Q.9)如有障碍物如有障碍物.标出其位置标出其位置10.Existenceofthepipelines(Q.10)是否有管道是否有管道,如有标出其位置如有标出其位置11.Placegasfaucet(Q.14)如有天然气阀门如有天然气阀门,标出其位置标出其位置12.Indicatethelocationoftheentranceandexitofhotwaterandcoldwater(Q.15)如有冷热水进出口如有冷热水进出口,标出其位置标出其位置13.Indicatethelocati
32、onoftheswitchandthesocket(Q.16,Q.17)如有开关和插座如有开关和插座,标出其位置标出其位置14.Indicatethelocationoftheilluminationfortheworktop(Q.18)如有台面照明如有台面照明,标出其位置标出其位置15.Indicatethelocationoftheexitofcookhood(Q.19,Q.20)如有抽油烟机出烟口如有抽油烟机出烟口,标出其位置标出其位置16.Indicatetheoldhouseholdappliancestobemaintained(Q.21toQ.27)如有需保留的旧家电如有需保留的
33、旧家电,标出其位置标出其位置BackORGANIZATIONOFTHESTOREStep4SendthepurchaseordertotheSuppliers第四步第四步下订单给供货商下订单给供货商ORGANIZATIONOFTHESTOREDiagramofstep4第四步图示第四步图示-Sendthepurchasingordertothesuppliers下订单给供货商-Sendtheeventualnewcustomerordertotheaccountant如客户订单有所修改,把新订单交给会计-Physicalmanagementofthecustomerdocuments人工管理客
34、户档案ModificationintheManagementSoftware(placetheprojecttotheWaitforconfirmation)对管理软件中的记录进行调整(把项目放入等待回执栏中)ReplacethecustomerdocumentsintothedrawerWaitingforconfirmation重置客户档案在文件柜中的位置(放入等待回执格中)ReplacetheT-formfichetothecolumnWaitingforconfirmation重置T型卡片位置(放入等待回执列中)AdministrativeAssistant助理助理Seller销售员-
35、Preparetheordertothesuppliers准备供货商订单-Askanothersellertoverifytheorder请另一个销售员检查订单-TransfertheordertotheAdministrativeAssistant交订单给助理ORGANIZATIONOFTHESTOREStep5Programthefitting第五步第五步做安装计划做安装计划ORGANIZATIONOFTHESTOREProgramthefitting做安装计划做安装计划-Programthefittingwhichshouldbedonendaysafterthedelivery做安装计
36、划做安装计划,安装应在送货入户后安装应在送货入户后n天进行天进行-CreatetheT-formfichetofollowtheprogressoffitting建建T型卡片以便跟进安装进度型卡片以便跟进安装进度-Sendtheprogramofthefittingtothefitter把安装计划交予安装人员把安装计划交予安装人员-Sendtothefitterthedocumentsindouble:交由安装人员以下文件交由安装人员以下文件(一式两份一式两份)assessmentofconformity满意度评估表满意度评估表thelayoutofkitchenandperspectives
37、厨房平面图和厨房平面图和3D图图theFicheofEvaluationforthefitting安装测评表安装测评表theMeasurementcontrol实地测量表实地测量表AdministrativeAssistant助理助理ORGANIZATIONOFTHESTOREStep6Receivetheorderconfirmation第六步第六步收到回执收到回执ORGANIZATIONOFTHESTOREDiagramofstep6第六步图示第六步图示Receivetheorderconfirmationfromthesuppliers从供货商处收到回执AdministrativeAss
38、istant助理助理Seller销售人员Checktheconfirmation检查回执Modificationtobemade如需修改Nomodificationtobemade如不需修改ORGANIZATIONOFTHESTORE-ModificationintheDesignsoftware在设计软件中作相应修改-InformtheAdministrativeAssistantofthemodifications告知助理所需修改的部分Seller销售员AdministrativeAssistant助理助理-Resendthemodifiedcustomerordertothesuppli
39、ers(fax)把修改过的订单寄回给供货商(传真)-ModificationsintheManagementsoftware在管理软件中作相应的修改-ReprintthePaperofMarginifnecessary如有需要重新打印毛利单-Receivethesecondconfirmationfromthesuppliers(check)第二次收到回执(检查)-Physicalmanagementofthecustomerdocuments人工管理客户资料BackStep7Ifthereweremodificationstobemade如需修改如需修改ORGANIZATIONOFTHEST
40、ORE-Physicalmanagementofthecustomerdocuments人工管理客户资料ModificationintheManagementSoftware:placetheprojecttotheWaitforReceptionReplacethecustomerdocumentsintothedrawerWaitforReception重置客户资料在文件柜中的位置(放入等待入库)ReplacetheT-formfichetothecolumnWaitforReception重置T型卡片再看板上的位置(放入等待入库列)AdministrativeAssistant助理助理S
41、tep7Seller销售员GivetheconfirmationtoAdministrativeAssistant交回执给助理Iftherewerenomodificationstobemade如无需修改如无需修改ORGANIZATIONOFTHESTOREStep7Programthedelivery第七步第七步做送货入户计划做送货入户计划ORGANIZATIONOFTHESTOREProgramthedelivery做送货入户计划做送货入户计划-Definethedeliveryplan(nweeksbeforethedeliverytimetothewarehouse)andsendit
42、tothewarehouse做送货入户计划(商品入库前n周)并交计划给仓库-Sendtothewarehousethelistofcustomerwiththenumberofproject,thenameofcustomer将标有项目编号和客户名字的客户名单交给仓库-Sendalettertothecustomerindicating:寄信给客户并指出:Theweekofdelivery送货周Theremainingsumtobepaid应付余款Thetelephonenumberofthefitterandthewarehouse安装员及仓库的电话号码-Physicalmanagement
43、ofthecustomerdocuments人工管理客户资料ModificationintheManagementSoftware(placetheprojecttotheWaitforDelivery)ReplacethecustomerdocumentsintothedrawerWaitforDelivery重置客户资料在文件柜中的位置(放入等待送货入户格中)ReplacetheT-formfichetothecolumnWaitforDelivery重置T型卡片再看板上的位置(放入等待送货入户列中)AdministrativeAssistant助理助理ORGANIZATIONOFTHES
44、TORESuggestionsforthewarehouse给仓库的建议给仓库的建议Inordertowellorganizethelogistics,itisimportantto:为了更好的组织物流为了更好的组织物流,务虚要做到务虚要做到:-Programtheworkofnextweekattheendoftheweekinprogress(ex.ThisFridayforthenextMonday)inordertoreactinthebestwayincaseofurgencies在本周末做下周的工作安排在本周末做下周的工作安排(例如例如:这个星期五准备下周一的工作安排这个星期五准备
45、下周一的工作安排)以便以便在紧急情况下可以作出最适当的回应在紧急情况下可以作出最适当的回应-Checkthattheremainingsumtobepaidbythecustomeriscorrect.检查顾客所付的余款数目是否正确检查顾客所付的余款数目是否正确ORGANIZATIONOFTHESTOREStep8Delivery第八部第八部送货入户送货入户ORGANIZATIONOFTHESTOREDiagramofstep8第八步图示第八步图示Warehouse仓库-Receivethemerchandise(electronicapplianceandfurniture)受到商品(电器和
46、橱柜)-Beforesign,Checkthemerchandisewiththedeliverysliptoensurethatthemerchandisereceivedarecorrect签字前先检查进货单和货品是否一致-Ifthereisanythingmissing,damagedormodified,resendtheordertothesuppliers如有缺货,损坏或更改需要重新下订单给供货商-Transmitthedeliverysliptotheadminassistant将进货单交给助理-Makea“paperofdelivery”whichenablethedelive
47、rertodetermineanappointmentwiththecustomer做送货单.送货员根据送货单和客户预约送货时间-Foreachcustomer,Informthedelivererontheaboveinformation(onthepaperofdelivery):对于每次送货都提供送货员以下信息(送货单上)Customersname,addressandtelephonenumber客户名字,地址和电话Remainingsum余款Acknowledgeforreception+signatureofthecustomer+payment收货单+顾客签名+付款ORGANIZ
48、ATIONOFTHESTOREtheRemainingSum余款余款Theremainingsumshouldbepaidatthemomentofthedelivery.余款应在送货入户时付清余款应在送货入户时付清ORGANIZATIONOFTHESTOREStep9Fitting&Step10ArchivetheDocument第九步第九步安装安装&第十步第十步存档存档-FittingandSignatureoftheassessmentof-conformity安装并在满意度评估表上签字安装并在满意度评估表上签字-SendtheassessmentofconformitytotheAdm
49、inistrativeAssistant将将满意度评估表满意度评估表交给助理交给助理Fitter安装员安装员AdministrativeAssistant助理助理-Ifthereisnothingtopointout(noaftersaleservice),classthedocumenttothearchives如无异议如无异议(没有售后服务问题没有售后服务问题)则将资料存档则将资料存档ORGANIZATIONOFTHESTOREassessmentofconformity满意度评估表满意度评估表Oncethefittingisaccomplished,thefitterandthecust
50、omersigntheassessmentofconformity安装完成后安装完成后,安装员和客户在满意度评估表上签字安装员和客户在满意度评估表上签字ThisdocumentissenttotheAdministrativeAssistanttoarchivethefilesorfollowtheaftersaleserviceincaseofmodification这个资料送交助理存档或跟进售后服务这个资料送交助理存档或跟进售后服务(如有改动如有改动)Step11TheInvoice第十一步第十一步发票发票Documentshandedovertotheaccountant:应交由会计的资
51、料应交由会计的资料-Theoriginalcustomerorderandthefirstpartpayment(step2)客户原始订单及首付客户原始订单及首付(第二步第二步)-Eventuallythenewcustomerorderiftherewereanyamendment(step4)如客户订单有所改动则要交由会计新的客户订单如客户订单有所改动则要交由会计新的客户订单(第四步第四步)-Theremainingsum余款余款-Theassessmentofconformityandtheinvoicefromthefittingcompany安装满意度表和安装公司的发票安装满意度表和
52、安装公司的发票ORGANIZATIONOFTHESTOREReportoftheStore(adapter)ORGANIZATIONOFTHESTOREWhichinformationaDirectorofStorepossess?Reference:InstrumentPanel(theeditionofstat)ORGANIZATIONOFTHESTOREInstrument-AdministrativeAssistanthandovertothedirector(andthedeliverer)theProgramofDeliveryateachendofthemonthforthene
53、xtmonthToanticipatetheturnoverandtheloadofwork-AdministrativeAssistantprintthestatofdeliveryateachbeginningofthemonthforthedeliveryaccomplishedatthepastmonthToknowwelltherealturnoverofthestoreandthemargin(management)Toverifyifallthefurnitureplannedtobedeliveredisreallydelivered(control)ORGANIZATIONO
54、FTHESTOREThereportsaccordingtotheirutilitiesCategories:-TocontrolthecommercialmarginandthemarginofaccountantEx.Paperofmargin-TofollowthedocumentEx.ImpressionofMeasurement-TofollowthewarehouseEx.Impressionoftheestimateddelivery-TofollowtheactivityEx.Impressionoftheestimatedpurchasewiththesuppliersfor
55、agivenperiod-TocontrolthesalaryEx.Impressionofthecommissionforagivenperiod-PayattentiontotheanomaliesEx.Listofthepaymentwhichisnotexecuted-CommercialAnalyzeEx.?AnalysedelamargeprisesdordreshtORGANIZATIONOFTHESTOREExample1SaleReport(thetotaloftherealizedsale)-1paperconcerningtheseller-1paperconcernin
56、gthewholestoretocomparethesellerswitheachother-1nationalratiogivenbytheCentereachmonthtocomparethestoreswitheachotherORGANIZATIONOFTHESTOREExample2DeliveryReport(therealizeddelivery)-Allowtoanalyzethevolumeandthemargin-Allowtoevaluatetheperformancebycomparingtheobjectiveofthemarginandtherealmargin(I
57、stherealmarginbeloworabovetheobjective?)ORGANIZATIONOFTHESTOREPeriodoftheReport1)Eachweek(fromthefirstdayofthemonthtothedateofimpression)2)Eachbeginningofthemonth(forthepastmonth)3)EachrequirementORGANIZATIONOFTHESTOREEachweek:-Impressionofthesaleindetail-Listoftheanticipatedpayment-Listoftheaccompl
58、ishedpayment-ListofthepaymentnotaccomplishedORGANIZATIONOFTHESTORETheobjectiveofturnoverandmargin营业额和利润目标营业额和利润目标ORGANIZATIONOFTHESTORETheobjectiveofturnover营业额目标（营业额目标（1）At the beginning of each year年初年初Fixtheannualobjective确定年度目标确定年度目标1.Takeintoaccounttheresultofprecedentyear参考前一年的业绩2.Anticipatear
59、easonableprogressionaccordingtotheinvestments(supplementarycommercialactions,telemarketing,tradefair)根据投资估计一个合理的增长空间（补充商业活动，电话营销，交易会等）3.Calculatethemonthlyobjectivestakingintoconsiderationtheseasonalitycurve.计算月度目标，但要把季节性考虑在内。At the beginning of each month 月初月初Refinethemonthlyobjective确定月度目标确定月度目标1.
60、Takeintoaccounttheexceptionalcommercialactions(tradefair)把特殊商业活动（交易会等）考虑在内1.Takeintoconsiderationthenumberofsellers,telemarketersandtheirpotential.把销售人员，电话销售人员等的人数及他们的潜力考虑在内1.Preparetheturnovercontrolcard准备营业额控制表At the beginning of each week 每周初每周初Notethedivergence确定差距确定差距Analyzethedivergence分析差距Mak
61、etheactionplan制定行动计划Theobjectiveofturnover营业额目标（营业额目标（2）Actionplan行动计划行动计划NotedDysfunction确认的不足之处确认的不足之处Actiontotake采取的行动采取的行动Who谁谁When何时何时Theobjectiveofmargin利润目标利润目标Theobjectiveofmarginisfixedas52%onaverage平均利润目标确定为平均利润目标确定为52%At the beginning of each week每周初每周初NOTETHEDEVERGINCEfromtheextractionof
62、themanagementsoftware根据管理软件的数据确定差距根据管理软件的数据确定差距1.Analyzethedivergence分析差距2.Maketheplanofaction制定行动计划The ratios (to be adapted in China)比率比率Averagesalesprice(VATexcluded)平均销售额（不含增值税）平均销售额（不含增值税）5000eurosAverageturnover(VATexcluded)/seller/month每人每月平均营业额每人每月平均营业额30000eurosTurnovertelemarketing电话销售占总营业
63、额的百分率电话销售占总营业额的百分率40%Averagemarginrate平均利润率平均利润率52%Sale/visitinthestore成功销售成功销售/店内来访店内来访25%1.Sale/appointmentoutsidethestore成功销售成功销售/入户销售入户销售33%2.Sale/offer成功销售成功销售/报价报价50%ObjectiveforChina:Visit-Offer-Sale10-5-2(sale/offer=40%)中国销售目标中国销售目标:来访来访-报价报价-销售销售10-5-2(销售销售/报价报价=40%)(VisitOffer-Sale10-3-1in
64、France)ThemanagementofAfterSaleService售后服务管理售后服务管理ORGANIZATIONOFTHESTORETheprincipalobjectiveofallthecompanyistoobtainthe100%satisfactionoftheircustomer每个企业的目标都是是顾客达到每个企业的目标都是是顾客达到100%的满意度的满意度RegistertheAfterSaleService记录售后服务记录售后服务FollowuptheAfterSaleService售后服务跟踪售后服务跟踪AfterSaleServiceSheet售后服务表售后服务
65、表Thissheetshouldbeatdispositionofeverybodyofthestorewhohavephysicalortelephonecontactwiththecustomer.(includingthedelivererandthefixerofkitchencabinet)店内每个与顾客有面对面或电话接触的人员都要有这张表店内每个与顾客有面对面或电话接触的人员都要有这张表(包括送货人员包括送货人员及橱柜安装人员及橱柜安装人员)The follow up of the After Sale Service售后服务跟踪售后服务跟踪RegistrationinthemanagementsoftwarebytheAdministrativeAssistant由经理助理记录于管理软件中由经理助理记录于管理软件中RigorouslyfollowuptheAfterSaleServiceonthesamewayasfollowingthesalesdocument(T-formFichePlan).以跟踪销售文件的同样方式以跟踪销售文件的同样方式(T型卡计划型卡计划)积极地跟踪售后服务积极地跟踪售后服务
