【正文】 ful. 將按顏色來鑒別重要客戶，潛在生意客戶和其他行為檔 案Files will be kept alphabetically, within geographic areas if necessary. 如果有必要客戶檔案將按字母或地理區(qū)域劃分。If an organization has more than one defined meeting/program, it is possible to have a file on each meeting/program, especially if the contact surface is different. 如果一個公司組織兩個或以上的活動，特別是聯(lián)絡人不同， 一定要分開客戶檔案All other correspondence on/with the account will also be placed in this file. 所有與該客戶有關的資料都要放置在同一個檔案中。 Divided trainees into several groups to do discussion then critique after discussion.將學員分成組討論然后進行評估。Ask question:提問：What is the good account file?(give a example)好的客戶檔案是什么樣的？(看樣本)(Emphasis the account files must be updated every month)重點強調客戶檔案必須每月更新一次。Review key points 回顧要點10 minutes10 minutes20 minutes15 minutes10 minutesTotal 65 minutesTask: Account Management任務: 客戶管理Code序號: OHSMCSA002Objectives：At the end of this session, each trainee will be qualify his / her accounts In terms of account base.目的: 課程結束后每個學員都將能夠獨立管理自己的客戶。 Standard: Ensure the most account and their importance to the overall profit objectives is identified.標準: 確保明確了解更多數(shù)客戶及其價值目的。Resources: LCD / Account file forms from Delphi White board, Marker.培訓器材: LCD / 客戶檔案表格，白板，白板筆。Method培訓方式Training Steps培訓步驟Time時間Introduction介紹Lecture F / C 1教學式Exercise練習Lecture / OHP 1教學式Test測試Summary總結Demonstration with LCD 運用LCD展示Exercise 練習The course should divided in two parts:課程將分為兩部分：Account type 客戶管理？Account manage 怎樣管理客戶:我們將從中獲得什么？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 Samp。P)所有的客戶類型事先寫在白板上給學員展示所有的客戶類型 (參照標準和程序)mercial account / Overseas amp。 demostic（商務客戶境外及本地）travel agency 旅行社government 政府SPG member 仕達屋優(yōu)先賓客計劃會員PICO / CIM /ICCA專業(yè)會議活動策劃機構GP/SP account 全球及亞洲客戶 Frequent walk in guest散客Question: 提問How can we separate the key account and potential account? 如何區(qū)分重要客戶和有潛在生意的客戶？Divided trainees into several group to do discussion then critique after discussion.分小組進行討論然后進行評估。Answer: ( OHP 1) Key account the accounts that provide 80% of this figure and / or meet the selection criteria rating .提供占銷售總額80% 的客戶或是以較好價格在酒店消費的客戶稱為重要客戶Prospects accounts that are currently not buying but meet the selection criteria rating .暫時在飯店沒有消費，但有能力以較好價位在飯店消費的客戶稱為潛在客戶。Review all key points.回顧要點Break 5 minutesExplain how do account manage?解釋如何進行客戶管理？showing to trainees and sum up the key point from the Samp。P展示給學員所有的標準和程序并總結要點。Review the main points of Account Management復習客戶管理的主要要點。5 minutes20 minutes15 minutes5 minutes10 minutes10 minutes5 minutesTotal 70 minutesTask 任務：Suppliers File 供應商檔案 Code 序號： OHSMCSA003Objectives目的：At the end of this session, each trainee will be able to know how to set suppliers file and arrange it.在培訓結束之后，每位受訓者都應能夠建立并管理供應商檔案。Standard標準 : Refer to Samp。P standard Resources培訓器材: Clip Chart, Overhead Projector, Hand Out. 白板，投影儀，培訓資料 Method培訓方式Training Steps培訓步驟Time時間Introduction介紹Discuss 討論Prepare on the Clip Chart, show the topic of this session準備白板，寫出本節(jié)內容Contents內容Lecture 講解Group Discuss 分組討論Lecture講解Example舉例Lecture講解Overhead projector投影儀Lecture講解5. Summary 總結Show “.”(objective)表明從此課所能學到的內容(目標)Q1: Can the hotel offer all the request of catering client about the facilities? 飯店是否能為客人提供他們所需要的所有設備設施？Q2: Is anyone have the experience that hotel can’t offer the facility for the guest because hotel without哪位曾經有過飯店不能提供某項服務只因為飯店沒有此樣設備或設施？Q3: Normally what can you do when at this situation.通常情況下您是如何來解決這樣的問題的。Q4: You find what is the problem?您發(fā)現(xiàn)這樣解決的問題在哪里？Q5: How can we do better?您是否曾經想過如何會做的更好？The course should be divided into four parts: 課程可分為四部份：1. The objection of making supplier file. 建立供應商檔案的目的2. How to select the suppliers. 如何選擇供應商。3. How to set up supplier file. 如何建立供應商檔案4. How to arrange the supplier file. 如何整理供應商檔案1. The objection of making supplier file. 建立供應商檔案的目的Perfect the sort of facility of hotel.完善飯店服務設備、設施。Effective suggestion for the client.有效的為客人提供信息。Content client the additional request.滿足客人的額外要求。1: What is the problem when we use the supplier?當使用供應商時通常情況下會有 什么樣問題？2: How will the client tread the supplier as when we suggest a supplier to them.客人將如何看待我們?yōu)槠湔业降墓蹋?: What kind of situation need us to use supplier?什么樣情況下需要我們使用供應商？2. How to select the suppliers. 如何選擇供應商。The facility what we have not or only have a little.飯店不具備或數(shù)量少的服務設施。The facility what guest usually used.客人經常使用的的設施。The service that can keep respondence of hotel. 能與飯店服務標準保持一致的。1. Give a list of what we have not or only a little facility. (Projector, Stage, etc.)例出飯店沒有或數(shù)量較少的設備、設施。(如：投影、活動舞臺等設備)2. Give a list of what kind of facility is the guest used usually?(Flip Chart, White Board, Microphone, etc.)例出客人經常使用設備、設施名單。(如：活頁夾、白板、麥克風等) 3. How to set up supplier file. 如何建立供應商檔案