【正文】 DTZ 銷售案場(chǎng)執(zhí)行管理手冊(cè)編制日期： 編制人員： 1 / 76 在銷售有限公司統(tǒng)一經(jīng)營(yíng)目標(biāo)下，制定《銷售案場(chǎng)執(zhí)行管理手冊(cè)》。銷售公司所屬銷售案場(chǎng)，在銷售工作中應(yīng)嚴(yán)格按照本《銷售案場(chǎng)執(zhí)行管理手冊(cè)》進(jìn)行銷售執(zhí)行工作。《銷售案場(chǎng)執(zhí)行管理手冊(cè)》以“標(biāo)準(zhǔn)統(tǒng)一化的案場(chǎng)，規(guī)范流程化的操作、全面細(xì)致化的服務(wù)”為宗旨而制訂，以目標(biāo)任務(wù)為導(dǎo)向、項(xiàng)目執(zhí)行為抓手，建立、培養(yǎng)一支能級(jí)全面、業(yè)務(wù)過(guò)硬的高素質(zhì)的銷售隊(duì)伍，為開發(fā)商創(chuàng)造價(jià)值，為公司贏得口碑。公司項(xiàng)目部各銷售案場(chǎng)全體人員應(yīng)以嚴(yán)謹(jǐn)規(guī)范的銷售流程，為客戶提供全面細(xì)致的專業(yè)服務(wù)，通過(guò)統(tǒng)一標(biāo)準(zhǔn)的案場(chǎng)硬件配置，科學(xué)、合理的高效管理和考評(píng)，體現(xiàn)銷售公司良好的企業(yè)形象和專業(yè)的服務(wù)技能，提高案場(chǎng)銷售執(zhí)行力，加強(qiáng)企業(yè)綜合競(jìng)爭(zhēng)力。 2 / 76目 錄組織構(gòu)架 ..................................................................................................................................5第一篇：案場(chǎng)形象篇 ...............................................................................................................6一、案場(chǎng)標(biāo)準(zhǔn)配置要求 ..............................................................................................6二、案場(chǎng)環(huán)境要求 .....................................................................................................8三、人員形象、素質(zhì)要求 ..........................................................................................9四、服務(wù)規(guī)范 ..........................................................................................................10第二篇　案場(chǎng)工 作管理篇 ......................................................................................................11第一部分　 業(yè)務(wù)管理 ...............................................................................................11一、銷售流程要求 ...........................................................................................11二、案場(chǎng)銷售流程 ...........................................................................................11三、標(biāo)準(zhǔn)業(yè)務(wù)流程 ...........................................................................................12四、各銷售環(huán)節(jié)注意事項(xiàng) ................................................................................23五、銷售執(zhí)行中相關(guān)規(guī)定 ................................................................................24六、銷售表單 ..................................................................................................29第二部分　 人事管理 ...............................................................................................30一、案場(chǎng)人員配備標(biāo)準(zhǔn) ....................................................................................30二、崗位職責(zé) ..................................................................................................30三、工作日志 ..................................................................................................45四、獎(jiǎng)懲條例 ..................................................................................................49五、案場(chǎng)人員請(qǐng)假制度 ....................................................................................50第三部分　 物資管理 ...............................................................................................52一、物資的內(nèi)容 ...............................................................................................52二、物資的使用對(duì)象 .......................................................................................52三、物資的申請(qǐng)和撤離 ....................................................................................52四、案場(chǎng)物資的管理 .......................................................................................52五、案場(chǎng)固定資產(chǎn)、低值耐用品的申購(gòu)及發(fā)放流程 ..........................................553 / 76第四部分　 檔案管理 ................................................................................................56一、檔案類別 ....................................................................................................56二、檔案保管人員 .............................................................................................56三、檔案管理的要求 .........................................................................................57四、檔案管理的檢查 .........................................................................................57五、客戶資料檔案的建立與管理 .......................................................................58第五部分　 會(huì)議制度 ................................................................................................59一、關(guān)于案場(chǎng)晨、晚會(huì)記錄要求的幾點(diǎn)說(shuō)明 .....................................................59二、 《案場(chǎng)晨、晚會(huì)記錄表》 ............................................................................60第六部分　 規(guī)范考核標(biāo)準(zhǔn) .........................................................................................61一、晉升高級(jí)、資深置業(yè)顧問(wèn)評(píng)定標(biāo)準(zhǔn)［附后］ ..............................................61二、案場(chǎng)置業(yè)顧問(wèn)月業(yè)績(jī)考核標(biāo)準(zhǔn)［附后］ .....................................................61三、案場(chǎng)銷售人員退回公司項(xiàng)目部規(guī)定［附后］ ..............................................61四、案場(chǎng)申請(qǐng)銷售人員調(diào)配規(guī)定［附后］ .........................................................61第七部分　 培訓(xùn)工作 ................................................................................................65一、培訓(xùn)目的 ....................................................................................................65二、培訓(xùn)時(shí)間 ....................................................................................................65三、培訓(xùn)要求 ....................................................................................................65四、培訓(xùn)考核要求 .............................................................................................65五、培訓(xùn)對(duì)象 ....................................................................................................65第三篇　 案場(chǎng)考評(píng)督導(dǎo)篇 ........................................................................................................68第一部分　 案場(chǎng)督導(dǎo) ................................................................................................68一、考評(píng)及督導(dǎo)依據(jù)和宗旨 ..............................................................................68二、考評(píng)及督導(dǎo)范圍 .........................................................................................68三、考評(píng)及督導(dǎo)對(duì)象和考評(píng)人 ...........................................................................68四、督導(dǎo)內(nèi)容 ....................................................................................................69五、評(píng)分標(biāo)準(zhǔn) ....................................................................................................69六、督導(dǎo)辦法 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