【正文】 ..........23四、 案場(chǎng)主管（后臺(tái)行政）要求： ....................................................24五、 置業(yè)顧問(wèn)要求：（視項(xiàng)目情況而定） ..............................................24六、 銷售助理要求： ................................................................24參、 崗位職責(zé) ........................................................................25一、 項(xiàng)目總監(jiān) ......................................................................25二、 案場(chǎng)經(jīng)理 ......................................................................25三、 案場(chǎng)主管（前臺(tái)業(yè)務(wù)） ..........................................................26四、 案場(chǎng)主管（后臺(tái)行政） ..........................................................26五、 置業(yè)顧問(wèn) ......................................................................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 3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 4恒大全國(guó)項(xiàng)目銷售執(zhí)行管理手冊(cè)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)： ....................................................................413. 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） ..............................................................54二、 產(chǎn)品篇 ........................................................................54三、 裝修篇 ........................................................................54四、 合同篇 ........................................................................54 7恒大全國(guó)項(xiàng)目銷售執(zhí)行管理手冊(cè)五、 貸款篇 ........................................................................54六、 產(chǎn)權(quán)篇 ........................................................................54七、 物業(yè)篇 ...............................