【正文】 ...................................27六、 銷售助理 ..............................................................................................27肆、 職業(yè)素質(zhì) .................................................................................................28一、 服務(wù)意識(shí)： ..........................................................................................28二、 合作意識(shí)： ..........................................................................................28三、 防范意識(shí)： ..........................................................................................28四、 提高意識(shí)： ..........................................................................................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： ..........................................................................................29 4恒大全國(guó)項(xiàng)目銷售執(zhí)行管理手冊(cè)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(yíng)業(yè)前 ..................................................................................................32二、 營(yíng)業(yè)中 ..................................................................................................33? 電話接聽(tīng) ..............................................................................................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(yíng)業(yè)后 ..................................................................................................35四、 禁止事項(xiàng) ..............................................................................................36 5恒大全國(guó)項(xiàng)目銷售執(zhí)行管理手冊(cè)第三篇 案場(chǎng)環(huán)境 ....................................................................................38壹 硬件要求 ..................................................................................................38貳、軟件要求 ..................................................................................................38叁、環(huán)境要求 ..................................................................................................39第四篇 管理制度 ....................................................................................40壹、培訓(xùn)制度 ..................................................................................................40一、 培訓(xùn)目的 ..............................................................................................40二、 培訓(xùn)對(duì)象 ..............................................................................................40三、 培訓(xùn)要求 ..............................................................................................40四、 培訓(xùn)時(shí)間 ..............................................................................................40五、 培訓(xùn)考核 ..............................................................................................40六、 培訓(xùn)檢查 ..............................................................................................41七、 檢查時(shí)間 ..............................................................................................41八、 檢查方式 ..............................................................................................41九、 項(xiàng)目新進(jìn)人員培訓(xùn)和考核 ..................................................................411. 培訓(xùn)時(shí)間 ..............................................................................................412. 培訓(xùn)目標(biāo)： ..........................................................................................41 6恒大全國(guó)項(xiàng)目銷售執(zhí)行管理手冊(cè)3. 培訓(xùn)內(nèi)容： ..........................................................................................414. 項(xiàng)目新進(jìn)人員培訓(xùn)內(nèi)容細(xì)分： ..........................................................425. 培訓(xùn)方式： ..........................................................................................426. 考核方式： ..........................................................................................427. 上崗方式： ..........................................................................................42十、 項(xiàng)目組人員培訓(xùn)和考核 ......................................................................421. 培訓(xùn)時(shí)間： ..........................................................................................422. 培訓(xùn)對(duì)象： ..........................................................................................423. 各項(xiàng)目組的所有人員。建材設(shè)備 ...........................................................................54貳、答客匯編 ..................................................................................................54一、 區(qū)域篇（規(guī)劃篇） ....