【正文】 ...............................................................................................27肆、 職業(yè)素質(zhì) ................................................................................................................................................28一、 服務(wù)意識： ........................................................................................................................................28二、 合作意識： ........................................................................................................................................28三、 防范意識： ........................................................................................................................................28四、 提高意識： ........................................................................................................................................28五、 洞察能力： ........................................................................................................................................29六、 溝通能力： ........................................................................................................................................29七、 執(zhí)行能力： ........................................................................................................................................29八、 應(yīng)變能力： ........................................................................................................................................293 / 90伍、 形象禮儀 ................................................................................................................................................29一、 儀容儀表 ............................................................................................................................................301. 著裝標(biāo)準(zhǔn) ............................................................................................................................................302. 儀容儀表要求 ....................................................................................................................................30二、 禮儀修養(yǎng) ............................................................................................................................................311. 個(gè)人禮儀 ............................................................................................................................................312. 商務(wù)禮儀 ............................................................................................................................................31陸、 服務(wù)規(guī)范 ................................................................................................................................................32一、 營業(yè)前 ................................................................................................................................................32二、 營業(yè)中 ................................................................................................................................................33? 電話接聽 ............................................................................................................................................33? 客戶接待 ............................................................................................................................................33? 項(xiàng)目介紹、模型講解和樣板房、工地帶看 ....................................................................................34? 服務(wù)提供 ............................................................................................................................................34? 客戶跟蹤 ............................................................................................................................................35三、 營業(yè)后 ................................................................................................................................................35四、 禁止事項(xiàng) ..................................................................................................................................