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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,*,*,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,1,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,2,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,3,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 4,BMW Class&Style.,BMW 专业风格.,上课本卷须知:,1.,2.,3.,4.,5.,请关闭 ,或将 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。,4,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 5,Introduction&Expectations 介绍和期望.,Customer Expectations on Service客户对效劳的期望.,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职场行为标准.,Summary&Action Plan总结和行动方案,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW,专业风格,.,Contents,目录,5,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 6,Introduction&Expectations 介绍和期望.,Customer Expectations on Service客户对效劳的期望.,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职场行为标准.,Summary&Action Plan总结和行动方案,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW,专业风格,.,Contents,目录,6,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,请根据以下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:,先后效劳于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。,7,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 8,Introduction&Expectations 介绍和期望.,Customer Expectations on Service客户对效劳的期望.,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职场行为标准.,Summary&Action Plan总结和行动方案,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW,专业风格,.,Contents,目录,8,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 9,Customer Expectations on Service.,客户对效劳的期望.,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,),9,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 10,Customer Expectations on Service.,客户对效劳的期望.,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,思考一下您期望从效劳参谋、效劳助理及,CRM部门得到什么样的关心和支持。,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,效劳;,比较容易预约;,微笑的接送;,有反响的时机(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,!,10,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 11,Customer Expectations on Service.,客户对效劳的期望.,您认为BMW专业销售参谋应有什么条件?,产品知识(BMW及竞品市场分析能力);,效劳意识和行为;,汽车行业信息(可靠性);,良好的沟通能力;,老实、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,!,11,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 12,Customer Expectations on Service.,客户对效劳的期望.,BMW专业风格,-宝马人的工作态度,乐在工作;,效劳到位;,有你,真好!,符合宝马形象;,老实并使人信赖。,换位思考;,效劳到位;,作业正确!,主动解决;,想方法不让任何客户失望。,12,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 13,Customer Expectations on Service.,客户对效劳的期望.,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;,籍由内修养成与外在行为;,表达一种简单具品位的工作态度与生活方式。,13,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 14,Introduction&Expectations 介绍和期望.,Customer Expectations on Service客户对效劳的期望.,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职场行为标准.,Summary&Action Plan总结和行动方案,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW,专业风格,.,Contents,目录,14,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!,15,BMW Group,Training Academy,BMW Class&Style,Chongqing,Jan.,2010,Page 16,Introduction&Expectations 介绍和期望.,Customer Expectations on Service客户对效劳的期望.,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职场行为标准.,Summary&Action Plan总结和行动方案,1,2,3,4,5,6,7,8,BMW Class&Style.,BMW
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