资源描述
单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,2013/2/22,#,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 1,BMW Class&Style.,BMW,专业风格,.,BMW Class&,Style,Chongqing,Jan.,2010,Sheer,Driving Pleasure,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 2,BMW Class&Style.,BMW,专业风格,.,在开始之前,敞开心胸，把心归零。,成功的三要素依次为,:,苦干、坚持、丰富的常识。,爱迪生,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 3,Exclusive,卓越高贵,Aesthetic,美感,Dynamic,活力,Joy,乐趣,Challenging,挑战,Demanding,积极进取,Innovative,锐意创新,Creative,富有创意,The brand identity of BMW.,BMW,品牌行为,.,Open-minded,思想开放,Young,年轻,Cultured,修养,Responsible,责任感,Sporty,动感,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 4,BMW Class&Style.,BMW,专业风格,.,上课注意事项,:,1.,2.,3.,4.,5.,请关闭手机,或将手机设定为会议模式,;,请积极分享,;,不理解课程内容时,请踊跃提问,;,请准时,;,享受经验。,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 5,Introduction&Expectations,介绍和期望,.,Customer Expectations on Service,客户对服务的期望,.,Rules for Effective Communication,职场沟通的思维,.,Communication Skills,职场沟通技巧,.,Business Etiquette,职场礼仪,.,Establishment of Professional Image,专业职业形象的建立,.,Personal Behaviour in the work place,职场行为规范,.,Summary&Action Plan,总结和行动计划,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW,专业风格,.,Contents,目录,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 6,Introduction&Expectations,介绍和期望,.,Customer Expectations on Service,客户对服务的期望,.,Rules for Effective Communication,职场沟通的思维,.,Communication Skills,职场沟通技巧,.,Business Etiquette,职场礼仪,.,Establishment of Professional Image,专业职业形象的建立,.,Personal Behaviour in the work place,职场行为规范,.,Summary&Action Plan,总结和行动计划,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW,专业风格,.,Contents,目录,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 7,Introduction&Expectations.,介绍和期望,.,Please use the following information to prepare yourself,请根据下列信息开始准备自我介绍,:,About myself and my professional career,关于个人及职业履历,:,1.My name,姓名,?,2.My professional career to date,到目前为止的职业履历,?,3.My My job,工作职位,?,4.expectations,工作期望,?,培训师简历,:,先后服务于,HP,科技、摩托罗拉、,总经理秘书,/,助理、,自己创业、,BMW,神秘访客、培训师。,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 8,Introduction&Expectations,介绍和期望,.,Customer Expectations on Service,客户对服务的期望,.,Rules for Effective Communication,职场沟通的思维,.,Communication Skills,职场沟通技巧,.,Business Etiquette,职场礼仪,.,Establishment of Professional Image,专业职业形象的建立,.,Personal Behaviour in the work place,职场行为规范,.,Summary&Action Plan,总结和行动计划,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW,专业风格,.,Contents,目录,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 9,Customer Expectations on Service.,客户对服务的期望,.,专业,快乐,激情,热情,客户认为宝马人应该是怎样的,?,创新,8,票,8,票,3,票,2,票,责任感,积极,4,票,2,票,2,票,其它包括,:,理解,控制,愉悦,主动,轻松,高效,乐观,坚强,自信,通过以下方式传达快乐,:,笑,(,上齿的,6-8,颗,),友好,(,问候、关心、,温暖客户的心,),BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 10,Customer Expectations on Service.,客户对服务的期望,.,Put yourself in the shoes of a BMW customer.Think about what,you would wish from your service advisor or assistant or CRM,in terms of customer care and support.,假设自己是,BMW,的客户,思考一下您期望从服务顾问、服务助理及,CRM,部门得到什么样的关怀和支持。,专业的形象及知识,;,热情的态度,;,及时的响应,;,快速的维修,;,合理的价格和解释,;,舒适的环境,;,高品质的维修质量,;,超越期望,;,及时的饮料,餐点,服务,;,比较容易预约,;,微笑的接送,;,有反馈的机会,(,电话回访,);,被提醒,(,保养,);,代用车,出租车便利。,8,票,8,票,什么是专业,?,例如,:,重庆有,BMW,的竞品,4S,店,10,家,您去过超过,6,家才算专业,!,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 11,Customer Expectations on Service.,客户对服务的期望,.,您认为,BMW,专业销售顾问应有什么条件,?,产品知识,(BMW,及竞品市场分析能力,);,服务意识和行为,;,汽车行业信息,(,可靠性,);,良好的沟通能力,;,诚实、守信、诚信,;,常识,(,谈资,);,正确的工作心态,(,自信、主动、活力,);,销售技巧及流程,;,形象,;,观察力,;,销售心理学,;,团队协作,;,持续学习的能力,;,谈判能力,;,处理投诉,情绪,&,抗压能力,(EQ);,驾驶技能。,8,票,8,票,其实,任何岗位都有相似的要求,!,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 12,Customer Expectations on Service.,客户对服务的期望,.,BMW,专业风格,-,宝马人的工作态度,乐在工作,;,服务到位,;,有你,真好,!,符合宝马形象,;,诚实并使人信赖。,换位思考,;,服务到位,;,作业正确,!,主动解决,;,想办法不让任何客户失望。,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 13,Customer Expectations on Service.,客户对服务的期望,.,BMW,专业风格,-,宝马人的工作态度,寻找一种优雅、体贴、令人愉快,具有非常职业味道的感觉,;,籍由内涵养成与外在行为,;,表达一种简单具品位的工作态度与生活方式。,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 14,Introduction&Expectations,介绍和期望,.,Customer Expectations on Service,客户对服务的期望,.,Rules for Effective Communication,职场沟通的思维,.,Communication Skills,职场沟通技巧,.,Business Etiquette,职场礼仪,.,Establishment of Professional Image,专业职业形象的建立,.,Personal Behaviour in the work place,职场行为规范,.,Summary&Action Plan,总结和行动计划,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW,专业风格,.,Contents,目录,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 15,Rules for Effective Communication.,职场沟通的思维,.,“,职场沟通的思维”的定义,:,持续学习的能力,;,宽阔的胸怀,(,有容乃大,有容乃悦,);,落实于工作,;,解决问题的能力,(,请带着答案见领导,带着答案见客户,);,自主能力的提升,(,命好不如习惯好,),。,到处留心就是学,!,投资脑袋才能丰富口袋,丰富口袋才能拥抱自由,!,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 16,Introduction&Expectations,介绍和期望,.,Customer Expectations on Service,客户对服务的期望,.,Rules for Effective Communication,职场沟通的思维,.,Communication Skills,职场沟通技巧,.,Business Etiquette,职场礼仪,.,Establishment of Profess
展开阅读全文