文档介绍：SHERATON SHENYANG LIDO HOTEL
沈阳丽都喜来登饭店
TRAINING ACTIVITY OUTLINE
培训活动纲要
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
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
:
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)
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
CI&M 会议及宴会客人
GP/SP account 全球及亚洲客户
5 minutes
20 minutes
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
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: (