27. Customer service in salesl Keep a customer first attitude
l Use practical skills to create and keep customers
l Recognise customers’ needs and know how to satisfy them
l Find positive solutions to customer complaints
l Recognize different customer personality types and the best way to handle them
28. Consulting Skills in salesl Anticipates customers’ needs
l Establish customer partnership
l Identify needs
l Recommends and leverage solutions
l Facilitates customer decision making
l Establish success indicators
l Meet commitment/follow through
29. Needs IdentificationDefinition: Identifies, monitors, and measures the client or project needs.
30. Behavioral CharacteristicsKnow the client’s business
Know the client’s organization goals or the goals of the project
Analyze the goals and assess what it would take to attain them; assess current ability to meet those needs
Ask clients what they would like; survey clients
31. Product knowledge Definition: Know the company’s products and services; keeps knowledge current; knows the products’/services’ features and benefits
32. Behavioral Characteristics Consistently review company newsletters and other information sources
Develop relationships with co-workers who are experts in other products/services
Regularly review industry data/information for general trends
Attend seminars
33. Prospects Clients Definition: Recognizes clients that are possible candidates for our services; refers these clients to a skilled professional that is able to service their needs
34. Behavioral CharacteristicsFoster open communication with potential clients
Assess specific areas of expertise of co-workers/professionals
Maintain current and appropriate skilled professionals
Build and maintain relationship with skilled professionals
Introduce client and appropriate skilled professional; follow-up
35. Client service Definition: Meets and exceeds the expectations & requirements of internal and external clients; gets first had client information and uses it for improvement in products and services; talks and acts with clients in mind
36. Behavioral Characteristics Anticipate or ask what the client wants and try to provide
Initiate action/response to any client complaint/inquiry
Act and respond in a timely effective manner, even if just a follow-up
Consider every client interaction important, whether internal or external client
37. Cross-selling Definition Persuades and influences the client to accept other products and services
38. Behavioral Characteristics Have thorough knowledge and understanding of applicable products and services
Provide consistent exceptional support for existing products and services
Know the client’s business to see the applicability and value of other certain products/services
Ask the client for the sale; customize the product/service if appropriate
39. Handles difficult clients Definition Handles and resolves clients’ complaints and problems. consistently probes client to identify a compromise or “win win” situation. Initiates follow-up communications to insure problem or compliant resolved
40. Behavioral Characteristics Treat client with respect; show concern
Listen attentively, do not interrupt to accept other calls
Present options/multiple solutions for the client when possible
Follow through and take action; communication situation and steps for resolution to others as appropriate
41. Relationship management Definition Manages client relationships with the organization. Understands and plans clients’ portfolios. Insures maintenance of relationship of relationship and optimizes sales opportunities.
42. Behavioral Characteristics Build relationship with clients; communicate effectively
Anticipate or ask about their needs; maintain open two-way communication
Have thorough knowledge and understanding of applicable products/services
Follow-up with accurate and timely information and proposals
43. Sales closing Definition Presents the product to the client. Brings the client to conclusion, acceptance, and purchase of the product.
44. Behavioral Characteristics Review client needs and areas of strength that relate in the proposal; emphasize strengths
Make any possible modifications to suit client needs
Ask for the sale
Address any issues or concerns in a timely, efficient manner
45. 编制三个问卷组织分析问卷
人员分析问卷
任务分析问卷
46. 常见的培训技术在职培训
工作指导培训
讲座
视听技术
远距离培训
程序化教学新雇员模拟培训
47. 制定培训开发方案并实施一 种 五 部 教 学 法
48. Five Teaching StrategiesCooperative Learning
Inquiry
Questions and Answers
Simulation
Demonstration
49. 1. Cooperative LearningCL refers to a set of instructional methods in which students work in small mixed ability learning teams.
Each student responds for not only for learning material in class, but also for teamwork learning.
50. Six characteristics of CL)Heterogeneous
)Positive Interdependence
)Face-to-face interaction
...talk to, listen to, connect with, ask...others
)Individual accountability
)Social and academic goals, Identification
)Group processing
51. Teacher’s ResponsibilitySelect topics
Arrange group
Prepare materials
Give a task statement and set up goals
Set up judging criteria
Anticipate and solve problems
52. Group Working Behavior Participating in group activities
Staying in the group
Listening
Asking questions
53. 2. InquiryInquiry approaches begin with questions and rely on them heavily thereafter as ways to stimulate students’ exploration, discovery, and critical thinking about subject matter.
(Question is the basic method.)
54. An Inquiry Approach is built around:Hypothetical casesEntrapmentTracing consequencesQuestioning authorityThe classroom climate is very open for students’ questioning.
The procedure may vary from one situation to another
55. The major objectives of Inquiry:To develop experience;
To explore;
To discover facts, generalizations, and techniques.
Alternative predictions are encouraged.
Tracing consequences helps students’ gain better understanding.
56. 3. Questions & AnswersMain reasons for questioning:
To get students to participate
To check on students’ comprehension
To track students’ attention
To test students knowledge of a topic.
To diagnose students’ weaknesses
To break the ice (let the discussion going)
To allow a student to shine in front of his classmates
To establish explanation
To review work
To build up the students’ security
To learn about students’ themselves
To discuss a specific topic
57. Characteristics of good questionsClear
Purposeful
Brief
Natural
Sequenced
Thought provoking
58. Stimulation (a powerful strategy):Stimulation activities can engage students in ways that intrinsically motivate them to do matter in school.
59. 3. Demonstration A good demonstration:
Focus attention
Give a general orientation or overview
Label the new objectives/concepts
Go through the process step by step
Perform each action slowly
Have a student repeat the demonstration and give feedback
Correct mistakes by redemonstration
60. The trick of good demonstration:Tailor the demonstration to learner’s needs
Demystify the process
Emphasize the general principles
61. 培训效标受训者对培训计划的反应
受训者知识的增加
受训者行为的改变
受训者绩效的提高
62. McKinsey's “7 S ”theoryStrategyStructureSystem Shared ValueStyleStaffSkill