【正文】 an organization has more than one defined meeting/program, it is possible to have a file on each meeting/program, especially if the contact surface is different. 如果一個公司組織兩個或以上的活動，特別是聯(lián)絡人不同， 一定要分開客戶檔案All other correspondence on/with the account will also be placed in this file. 所有與該客戶有關的資料都要放置在同一個檔案中。Ask question:提問：What is the good account file?(give a example)好的客戶檔案是什么樣的？(看樣本)(Emphasis the account files must be updated every month)重點強調客戶檔案必須每月更新一次。 Standard: Ensure the most account and their importance to the overall profit objectives is identified.標準: 確保明確了解更多數(shù)客戶及其價值目的。Method培訓方式Training Steps培訓步驟Time時間Introduction介紹Lecture F / C 1教學式Exercise練習Lecture / OHP 1教學式Test測試Summary總結Demonstration with LCD 運用LCD展示Exercise 練習The course should divided in two parts:課程將分為兩部分：Account type 客戶管理？Account manage 怎樣管理客戶:我們將從中獲得什么？Effective and affective. Easy to work高效快速，便于工作All account type be written in the flipchart (1) and showing to trainees ( refer to Samp。 demostic（商務客戶境外及本地）travel agency 旅行社government 政府SPG member 仕達屋優(yōu)先賓客計劃會員PICO / CIM /ICCA專業(yè)會議活動策劃機構GP/SP account 全球及亞洲客戶 Frequent walk in guest散客Question: 提問How can we separate the key account and potential account? 如何區(qū)分重要客戶和有潛在生意的客戶？Divided trainees into several group to do discussion then critique after discussion.分小組進行討論然后進行評估。Review all key points.回顧要點Break 5 minutesExplain how do account manage?解釋如何進行客戶管理？showing to trainees and sum up the key point from the Samp。Review the main points of Account Management復習客戶管理的主要要點。Standard標準 : Refer to Samp。Q4: You find what is the problem?您發(fā)現(xiàn)這樣解決的問題在哪里？Q5: How can we do better?您是否曾經(jīng)想過如何會做的更好？The course should be divided into four parts: 課程可分為四部份：1. The objection of making supplier file. 建立供應商檔案的目的2. How to select the suppliers. 如何選擇供應商。Effective suggestion for the client.有效的為客人提供信息。1: What is the problem when we use the supplier?當使用供應商時通常情況下會有 什么樣問題？2: How will the client tread the supplier as when we suggest a supplier to them.客人將如何看待我們?yōu)槠湔业降墓蹋?: What kind of situation need us to use supplier?什么樣情況下需要我們使用供應商？2. How to select the suppliers. 如何選擇供應商。The facility what guest usually used.客人經(jīng)常使用的的設施。1. Give a list of what we have not or only a little facility. (Projector, Stage, etc.)例出飯店沒有或數(shù)量較少的設備、設施。(如：活頁夾、白板、麥克風等) 3. How to set up supplier file. 如何建立供應商檔案Determine the quality suppliers.確認合格供應商。Each suppliers file will contain the following:Business filed / Numbers of each objections / Quotation and negotiate / Employment record每個供應商案應包含以下內容經(jīng)營范圍/ 可提供產(chǎn)品數(shù)量/ 報價及合作價 聯(lián)絡人Show the example form for supplier file.展示供應商檔案表格。If the client can not keep the respondence of hotel or get plain form the client, will cancel it from the suppliers file.不合乎飯店標準，或客人使用后不滿意的供應商，應取消其檔案。Review today’s content.復習今日內容。Ask some question about each point. 應重點問題提問。Standard：This policy will maintain the consistency and clarify of the brand. It is the responsibility of the Director of Sales amp。 正確使用品牌是確保品牌成功的重要元素之一。 Resources： Whiteboard, Flip Chart, Sales Kit, Giveaway, SPG, SPP or Star Choice Form培訓器材： 白板， 翻轉展示板，銷售資料夾，禮品，SPG 表格Method培訓方式Training Steps培訓步驟Time時間IntroductionIce break介紹打破僵局 Raise interests提高興趣Lecture F/CAnd Buzz group講解和集體討論提問Summary總結Classic music and the trainer is in uniform of sales manager standing straightly and smile.高雅經(jīng)典的音樂，訓導師著銷售經(jīng)理制服站直，微笑。Question to test the trainee’s level:Does anyone know what kind of brand in Starwood Hotels and Resortse ?提問學員：誰知道在仕達屋集團有多少給酒店品牌？Answer: / Westin / Sheraton / Four Points / W hotel / Luxury collection Every associate must be know all the brand under Starwood Hotels and Resorts強調：酒店內任何一名員工都必須知道仕達屋酒店集團的所有品牌酒店。Divided trainees into several groups to discuss then critique after discussion. (How can we present our brand in our service?) all examples will show to trainees.( SPG, Giveaway, Star choice sales kits etc.) (F/C 1)將學員分為幾組討論然后評估 ,展示樣品。Review all key points which are listed on flip chart .回顧翻轉展示板上的要點。10 minutes10 minutes20 minutes10 minutes10 minutesTotal 60 minutesTask 任務：COMPETITORS SURVEY 競爭對手調查 Code 序號： OHSMCSA004Objectives目的：At the end of this session, each trainee will be able to: 培訓結束后，每位受訓者應能做到：Know the main part of petitors survey.了解競爭對手調查的主要內容。 Standard標準：Refer to Samp。 Compare討論及對比Summary總結Show “.”(objective)表明從此課所能學到的內容(目標)Prologue: As a Catering Sales associate, we are not only Need to know our product, but also need aware the product of petitors. So the objective of this session is: 開場白：作為宴會銷售人員，我們不僅需要了解本本飯店的產(chǎn)品知識，同時也需要了解競爭對手的產(chǎn)品知識。同時討論以前所應用的記錄方式。Show steps on prepared flipchart. Explain reason for each step. Ask trainees to ment and question on each step.將每一步驟展示在白板上并講解。Discussion the steps that explained, and pare with the old way that what we do it.討論所講解的每一個步驟，并與之前分組討論出的結果進行對比。Summarize critique the method to get information.總結評估收集信息的不同方法。10min5min5min45min10min5min20min10min10minTotal: 65minTask 任務：Strategic Sales Plan 銷售策略計劃Code 序號： OHSM