A HOTEL
XXX大酒店
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
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
| 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？ 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 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 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 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 minutes
Explain 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。
| 5 minutes
20 minutes
15 minutes
5 minutes
10 minutes
10 minutes
5 minutes
Total 70 minutes
|