基于勝任特征的管理資料(編輯修改稿)
2025-03-28 22:24 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 xpectations 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 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。 customize the product/service if appropriate Handles difficult clients ? Definition Handles and resolves clients’ plaints and problems. consistently probes client to identify a promise or “ win win” situation. Initiates followup munications to insure problem or pliant resolved 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。 munication situation and steps for resolution to others as appropriate Relationship management ? Definition Manages client relationships with the anization. Understands and plans clients’ portfolios. Insures maintenance of relationship of relationship and optimizes sales opportunities. Behavioral Characteristics ? Build relationship with clients。 municate effectively ? Anticipate or ask about their needs。 maintain open twoway munication ? Have thorough knowledge and understanding of applicable products/services ? Followup with accurate and timely information and proposals Sales closing ? Definition Presents the product to the client. Brings the client to conclusion, acceptance, and purchase of the product. 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 編制三個(gè)問(wèn)卷 ? 組織分析問(wèn)卷 ?
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