THE ST.REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Account Management
任务: 客户管理
Code序号: OH-SM-CS-A002
Objectives：At the end of this session, each trainee will be qualify his / her accounts
In terms of account base.
目的: 课程结束后每个学员都将能够独立管理自己的客户。
Standard: Ensure the most account and their importance to the overall profit objectives
is identified.
标准: 确保明确了解更多数客户及其价值目的。
Resources: LCD / Account file forms from Delphi White board, Marker.
培训器材: LCD / 客户档案表格，白板，白板笔。
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture F / C 1
教学式
Exercise
练习
Lecture / OHP 1
教学式
Test
测试
Summary
总结
Demonstration with LCD
运用LCD展示
Exercise
练习
The course should divided in two parts:
课程将分为两部分：
Account type 客户管理？
Account manage 怎样管理客户
W.F.I.M:
我们将从中获得什么？
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 S&P)
所有的客户类型事先写在白板上给学员展示所有的客户类型 (参照标准和程序)
commercial account / Overseas & demostic
（商务客户境外及本地）
travel agency 旅行社
government 政府
SPG member 仕达屋优先宾客计划会员
PICO / CIM /ICCA专业会议活动策划机构
GP/SP account 全球及亚洲客户
Frequent walk in guest散客
Question: 提问
How can we separate the key account and potential account?
如何区分重要客户和有潜在生意的客户？
Divided trainees into several group to do discussion then critique after discussion.
分小组进行讨论然后进行评估。
Answer: ( OHP 1)
Key account - the accounts that provide 80% of this figure and / or meet the selection criteria rating .
提供占销售总额80% 的客户或是以较好价格在酒店消费
的客户称为重要客户
Prospects - accoun