珠寶行業(yè)基于勝任特征的管理培訓(xùn)-文庫吧在線文庫
【正文】 needs ?l Establish customer partnership ?l Identify needs ?l Remends and leverage solutions ?l Facilitates customer decision making ?l Establish success indicators ?l Meet mitment/follow through Needs Identification ? Definition： Identifies, monitors, and measures the client or project needs. Behavioral Characteristics ? Know the client’ s business ? Know the client’ s anization goals or the goals of the project ? Analyze the goals and assess what it would take to attain them。 talks and acts with clients in mind Behavioral Characteristics ? Anticipate or ask what the client wants and try to provide ? Initiate action/response to any client plaint/inquiry ? Act and respond in a timely effective manner, even if just a followup ? Consider every client interaction important, whether internal or external client Crossselling ? Definition Persuades and influences the client to accept other products and services 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。 ? To discover facts, generalizations, and techniques. Alternative predictions are encouraged. Tracing consequences helps students’ gain better understanding. 3. Questions Answers Main reasons for questioning: ?To get students to participate ?To check on students’ prehension ?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 Characteristics of good questions ? Clear ? Purposeful ? Brief ? Natural ? Sequenced ? Thought provoking Stimulation (a powerful strategy): Stimulation activities can engage students in ways t
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