大客戶銷售技巧1

OURVISIONTobethehotelofchoicewhetherweoperate,bytotalcommitmenttoqualityservicethatexceedsourguest’sexpectationandwhichisproductiveinoutcomes.作為一家我們負(fù)責(zé)管理經(jīng)營的酒店，我們的義務(wù)是為客人提供有質(zhì)量的服務(wù)來超越他們的期望，并使我們獲取豐饒的成果。W.I.HObjectiveInaccordancetoauditingpracticesinChina.Itisimperativethatstandardoperatingproceduresareimplementedanditisthedirectresponsibilityofthehotelmanagementteamtoensureallpolicyandproceduresareunderstoodbyallpertinentstaff.Spotcheckedhalfyearly,andupdatedaccordingly.W.I.HhasadutyofcaretoensureallSOP’sareimplementedsoastoprovideahighstandardofInternationalmanagementaccordingto5starandI.S.O.Standards.為了配合中國審計(jì),我們貫徹實(shí)施標(biāo)準(zhǔn)操作規(guī)程是必須的,而且由酒店的管理層進(jìn)行管理,所有相關(guān)的員工要對標(biāo)準(zhǔn)操作規(guī)程要做到應(yīng)知應(yīng)會(huì)。標(biāo)準(zhǔn)操作規(guī)程每半年更新一次。為了確保酒店的高標(biāo)準(zhǔn)，萬國國際酒店管理集團(tuán)確保標(biāo)準(zhǔn)操作規(guī)程的貫徹實(shí)施需按照五星級和I.S.O.標(biāo)準(zhǔn)。Policy政策Toensureallstaffclearlyunderstandthedepartmentsmissionstatement,servicestandards,andpricingphilosophytoexceedguestsexpectations.為了確保所有員工能清楚地只知道各部門的任務(wù)聲明，服務(wù)標(biāo)準(zhǔn)和價(jià)格哲學(xué)從而去超越顧客的期望。大客戶銷售技巧：大客戶銷售人員的成績是天份嗎？1.成功銷售人員的特點(diǎn)2.成功銷售人員的突出技能：四個(gè)善3.性情論批判訓(xùn)練理念：1、空杯心態(tài)、重新認(rèn)知2、合理的是訓(xùn)練不合理的是磨練3、參與有多深，收獲就有多深4、點(diǎn)點(diǎn)滴滴、化入行動(dòng)銷售團(tuán)隊(duì)銷售拜訪銷售服務(wù)需求信任度需求信任度誰最棒我最棒誰第一我第一GuestExpectation客人期望:Iexpectmylaundryitemstobereturned.IloseconfidenceinthehotelifIreceiveanotherguest’slaundryormyitemsgomissing.我期望我的衣物能原物回歸,如果我收到其他衣物或我的衣物被遺失,我將會(huì)對酒店感到非常的失望.Whyisthistaskimportantforyouandourguests?這個(gè)任務(wù)為什么對你及客人都如此重要？Answers:回答：IunderstandtheimportanceofmarkingGuestLaundry.我了解在客衣上做記號的重要性.Itismyresponsibilitytoensurethatguestsareconfidentinourabilitiesandcanrelyonourservice.我的責(zé)任是確保客人對我們的能力有信心并且依賴我們的服務(wù).Icansavemoneyforthehoteltoensurenoitemsarelostorforgotten.本著為酒店節(jié)約經(jīng)費(fèi),我確保沒有一件衣物遺失或被遺忘.Thisshowsourprofessionalism.這體現(xiàn)了我們的專業(yè)能力.ThiscanincreaseourGSTS.這可以提高我們的賓客滿意度.STEPS步驟How/Standards標(biāo)準(zhǔn)TrainingQuestion培訓(xùn)的問題Sorting分類Understandeachlineofthelaundrylist.理解洗衣清單的每一條.Makesureeachitemismarkedonthecorrectplaceonthegarment.確保衣物記號標(biāo)在了正確的位置上Donotusethecollarofashirtorblousetomark.不要在襯衣衣領(lǐng)上打記號.WhydoIneedtounderstandeachlineonthelist?為什么我需要理解清單上的每一項(xiàng)?WherecanImark?我該在什么地方做記號?2)Check檢查Fabricswoveninsilk,nylon,rayon,100%polyester,orhigh-combedwool,shouldnotbesealeddirectly.絲制品,尼龍制品,人造絲,100%聚脂,或高織紗羊毛制品衣物不應(yīng)該直接的打號.Useathermosealflagtopreventdamagingthefabrics.用溫感標(biāo)簽打號以免損壞織物.Whyisthischecksoimportant?為什么這個(gè)檢查如此重要?3)Marking做標(biāo)記Markingforgarmentsputintowashingshouldbedifferentwithgarmentsputintodry-cleaning..水洗衣物的記號應(yīng)區(qū)別于干洗衣物的記號Makeaspecialmarkfor:特殊記號Expressservice快洗服務(wù)Pressingonlyservice凈熨服務(wù)Starching,(light,medium,heavy)有上漿要求的衣物(輕微的,中型的,重的)No–pressing不需熨燙的衣物Anyotherspecificinstruction任何其他的特殊說明Whatisthedifferencebetweenthedifferentservices?不同的服務(wù)有什么不同之處?4)Distribution送洗洗衣Tosendmarkedlaundrytodry-cleaningorwashingarea,pressingonlyservicetopressingarea.送打好標(biāo)記的衣物去干洗區(qū)或水洗區(qū):凈熨衣物送去熨燙區(qū).DoIhavetotakespecialcarewhendistributing?在送洗洗衣時(shí),我是否需要特別的注意?5)LaundryListHand-Over洗衣清單移交Themarkedlaundrylistshouldbekeptwithvaletareaforfurtherreferencecheck.打好標(biāo)記的洗衣單應(yīng)被保留在客衣組,以便做進(jìn)一不檢查.WhathappensifIhaveamixupthere?如果衣物混合在一起會(huì)發(fā)生什么事情?Summaryquestions:問題概況:Whatisimportantaboutmarkinglaundry?打標(biāo)記的重要性是什么?WhathappensiftheLaundryiswronglymarked?如果洗衣標(biāo)記打錯(cuò)了將會(huì)怎樣?WhydoI