基于勝任能力人力資源管理-培訓(xùn)管理-文庫(kù)吧資料
2025-05-10 00:51本頁(yè)面
【正文】 ? 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。 gets first had client information and uses it for improvement in products and services。 followup Client service ? Definition: Meets and exceeds the expectations amp。 knows the products’/services’ features and benefits Behavioral Characteristics ? Consistently review pany newsletters and other information sources ? Develop relationships with coworkers who are experts in other products/services ? Regularly review industry data/information for general trends ? Attend seminars Prospects Clients ? Definition: Recognizes clients that are possible candidates for our services。 survey clients Product knowledge ? Definition: Know the pany’s products and services。 ? 即使是在處理困難的業(yè)務(wù)過程中 ， 也能保持積極的心態(tài) ? 在銷售過程中 ， 能克服各種困難 ， 頑強(qiáng)地追求實(shí)現(xiàn)既定的銷售目標(biāo) ? 能夠?yàn)樽约航⒂刑魬?zhàn)性的銷售目標(biāo) ， 有成為最優(yōu)秀的銷售人員的強(qiáng)烈愿望 ? 為了促進(jìn)地區(qū)銷售和公司整個(gè)銷售的成功 ， 能熱心地做出犧牲 對(duì) 基于勝任特征的工作規(guī)范的 考 察 Customer service in sales ?l Keep a customer first attitude ?l Use practical skills to create and keep customers ?l Recognise customers’ needs and know how to satisfy them ?l Find positive solutions to customer plaints ?l Recognize different customer personality types and the best way to handle them Consulting Skills in sales ?l Anticipates customers’ 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。 一 個(gè) 例 子 對(duì)銷售部經(jīng)理的培訓(xùn) 職業(yè)心理素質(zhì)總要求 ? 能表現(xiàn)出專業(yè)技巧 、 自信和專業(yè)技能；具有較強(qiáng)的競(jìng)爭(zhēng)性 、 對(duì)待工作比較
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