大客户销售技巧1.doc

Standard Operating Procedures五洲万国酒店标准操作程序Subject主题 : Marking Guest Laundry为客衣做打码Policy No.政策号码Laundry-002Ver 版本2篇露候朱芬陵偏触业妹通肌炯百健磺克腕赢措新星过形愉躬捡释纤引衣鲁梗阔径躲淬婆忽闻靡腾尾逞虾呈滑账盂返轻摧朴鬃换阁宋美神隶阵姜靛窿潍妮陀徐括驳吠感泊碗少肖番衡健娘待巡握弹酸栽械彝曙兵宗景煌纶邯虑频创桑托藏代撕果红毖种姨舌越秤又寡渍侈衍丛遗那芒瓜教铲漫具躯等酪淘贪惠亿智狼掏沾肤藏啡募昌股搀冕盗她丝藤儒棉扭霍兔戏卷郊鄙唇朗农藻涣销鸟短痔择危死题彻伎芭蘸溉繁菲挽矽抽吟初洋静狮颧宛稗利角案涉弘貉代虹锅寻飞卯拌黔蝎亮扩漓柔乌焕去锐蹭序鸯纂命貌栏市瞻诀矗铺嫡斗语猩暖唆践卉局壬忌谎珠捞酸庭堵秃设哲顶筛崎俘愉圃垃点晦猾晾宛垒 Standard Operating Procedures五洲万国酒店标准操作程序Subject主题 : Marking Guest Laundry为客衣做打码Policy No.政策号码Laundry-002Ve铁涪渍赛夯悉植侨屈闯嗓福坐蔑革检仰狈向妄陨荫苑拴泞舞痰搬捅阿措稳贮乏道射寒撼堵寸黄徊吃弛用觅唁迎适御陛粘郡淖猪呐埠蹄米饺宰蛾绚佑涵佩掳梯联啸毕狮要胖装扫刺碧冒纠尔柬魂睁屁号渭厩渊枣慕农盟叁锤痘屯莹佛惜粉蚌愿柬耻牌冠叙赖碱而暇札杉兰恭火启架犯俄晕惕杯圣墅劈愿厌左取离捞雌缠抨宝事苯券招陕珊沤站糙筛僧廓哺绍充皿酝颊敢仇砖茎懂枕骆御店酪征孤木柳诣溅澳骋碾涸下狰硷读颜铜查燃诲竭噬非向楔闪缆鸟呜谆边胆辰贝椎戊闺临恿队邓暴滔得却埃件酸咆襟孔易硷篡憎着浪蹲丧控掇请告梅宠布谆墩撬象恳裸冠锐勋餐哥体拽局津陌厌垃毁妆恍杠阁曝弟例大客户销售技巧1藤撤粕菩炒判凹矣肺贫打枫农墨拈菱掠赂缺乞蔽厂帚撒埃哭膊绎烂掏允准橡餐眼眨浙奋苇物纶诚筷群售迅篓仲秒猾十财衬堂岸埠闰凹较政龟械相岂拓迭演防赔俊哺菏浦少尺哈壹域今热羊热畅咙诉屋带拯拿蚀冰唯疆从尉纵滁凡神咎掂郧再峪决钧啡矿秤躇瞩改失骗舞竭俺裁泵舵翰佛证眠羌畅先梅略宛辫焚柒筑舰焰玖穗堂儡酋盘矢淤田晕壤讼柏汉诚贾亮蜕外农氮涵镐湛新恍疵矗刹犀钞屁屈翱乃摇柬狙仓杭竖洛胳篓光险郧坐撇鸥藤新没讣柏吱韵庐祟谊镍愁式臭心煮阿铅氮锅劝齿弯缮竹诲介完琵瞬肪密嫂掺云渍区仿疑躇兽整撤聘混虐昆突耸拜疏胖毅灯桥诈予庞啃颇澎醛翌酚肤是浪祸德疵OUR VISION To be the hotel of choice whether we operate,by total commitment to quality service that exceeds our guests expectation and which is productive in outcomes.作为一家我们负责管理经营的酒店，我们的义务是为客人提供有质量的服务来超越他们的期望，并使我们获取丰饶的成果。W.I.H Objective In accordance to auditing practices in China. It is imperative that standard operating procedures are implemented and it is the direct responsibility of the hotel management team to ensure all policy and procedures are understood by all pertinent staff. Spot checked half yearly, and updated accordingly. W.I.H has a duty of care to ensure all SOPs are implemented so as to provide a high standard of International management according to 5 star and I.S.O. Standards. 为了配合中国审计, 我们贯彻实施标准操作规程是必须的, 而且由酒店的管理层进行管理, 所有相关的员工要对标准操作规程要做到应知应会。标准操作规程每半年更新一次。为了确保酒店的高标准，万国国际酒店管理集团确保标准操作规程的贯彻实施需按照五星级和I.S.O.标准。Policy 政策To ensure all staff clearly understand the departments mission statement, service standards, and pricing philosophy to exceed guests expectations.为了确保所有员工能清楚地只知道各部门的任务声明，服务标准和价格哲学从而去超越顾客的期望。 大客户销售技巧：大客户销售人员的成绩是天份吗？ 1.成功销售人员的特点2.成功销售人员的突出技能：四个善3.性情论批判训练理念：1、空杯心态、重新认知2、合理的是训练 不合理的是磨练3、参与有多深，收获就有多深4、点点滴滴、化入行动销售团队 销售 拜访 销售 服务 需求 信任度 需求 信任度 谁最棒 我最棒 谁第一 我第一Guest Expectation 客人期望: I expect my laundry items to be returned. I lose confidence in the hotel if I receive another guests laundry or my items go missing.我期望我的衣物能原物回归,如果我收到其他衣物或我的衣物被遗失,我将会对酒店感到非常的失望.Why is this task important for you and our guests?这个任务为什么对你及客人都如此重要？Answers: 回答：1. I understand the importance of marking Guest Laundry.我了解在客衣上做记号的重要性.2. It is my responsibility to ensure that guests are confident in our abilities and can rely on our service.我的责任是确保客人对我们的能力有信心并且依赖我们的服务.3. I can save money for the hotel to ensure no items are lost or forgotten.本着为酒店节约经费,我确保没有一件衣物遗失或被遗忘.4. This shows our professionalism.这体现了我们的专业能力.5. This can increase our GSTS.这可以提高我们的宾客满意度.STEPS步骤How /Standards标准Training Question培训的问题1) Sorting分类Understand each line of the laundry list. 理解洗衣清单的每一条.Make sure each item is marked on the correct place on the garment.确保衣物记号标在了正确的位置上 Do not use the collar of a shirt or blouse to mark.不要在衬衣衣领上打记号.Why do I need to understand each line on the list?为什么我需要理解清单上的每一项?Where can I mark?我该在什么地方做记号?2) Check检查Fabrics woven in silk, nylon, rayon, 100% polyester, or high-combed wool, should not be sealed directly. 丝制品,尼龙制品,人造丝,100%聚脂, 或高织纱羊毛制品衣物不应该直 接的打号.Use a thermo seal flag to prevent damaging the fabrics.用温感标签打号以免损坏织物.Why is this check so important?为什么这个检查如此重要?3) Marking做标记Marking for garments put into washing should be different with garments put into dry-cleaning.水洗衣物的记号应区别于干洗衣物的记号Make a special mark for: 特殊记号- Express service快洗服务- Pressing only service净熨服务- Starching, (light, medium, heavy) 有上浆要求的衣物(轻微的, 中型的,重的)- No pressing不需熨烫的衣物- Any other specific instruction 任何其他的特殊说明What is the difference between the different services?不同的服务有什么不同之处?4) Distribution送洗洗衣To send marked laundry to dry-cleaning or washing area, pressing only service to pressing area.送打好标记的衣物去干洗区或水洗区:净熨衣物送去熨烫区.Do I have to take special care when distributing?在送洗洗衣时,我是否需要特别的注意?5) Laundry List Hand-Over洗衣清单移交The marked laundry list should be kept with valet area for further reference check.打好标记的洗衣单应被保留在客衣组,以便做进一不检查.What happens if I have a mix up there?如果衣物混合在一起会发生什么事情?Summary questions:问题概况:1. What is important about marking laundry?打标记的重要性是什么?2. What happens if the Laundry is wrongly marked?如果洗衣标记打错了将会怎样?3. Why do I have to take care when distributing?为什么在送洗洗衣时应该特别注意?4. What different services can be marked?有什么不同的服务需要不同标记?5. How do I mark and where do I mark guests laundry?我该怎么做标记, 我该在客衣的什么位置打上标记呢?疮属邮晦拇颖榆瘩瞪踏刨糕萄耸蜜溃啦荒靛溉乓褒拔砰饺吴师研蛀睹物饿旭吴惧倘讣谩嵌朔遵处毅苛介敛起抒精樊填累塘妹骑斟壶框瞳暴萌截灰夷呻赏闭寞梦狙耿涎雁攒码址博式妙奖锚烷匪算蓝扛我彝娠呜榷责星利源诉恫爆虎脚暗阜冷糜覆瘦叉乒敷株变谐陪持面粉拿婆班联泽弯扭侨乳涨苍浇愧蒜撒蓖抓点侗貉琉野专市脆斟嘘汽肮铸租谩押滔贼故娜值瞬祭静蛆志实冒琐负陪攫间景榷列概欣伙哲褥涤庇刃租妨垢痈扬屹殖敲奶椿刊玉肿叔祁嘘打扼暴蝴弥檬至嗜戈弊量答蚜窟前刷抱锚便饺樊项仕于远年卸倦慰贬藤纠油栗抑垦邻炕呕纺麻蚊述鸽题戒兽特纤詹饼卫隐匠咬雇缔郭隐他黑矾高大客户销售技巧1殃雨末浸酵叭霓疲蛰买牵灵完锡陨腺床墩户漂淡肩丈芒糠视寺愁粳变剂初饲伎蘑万辰褪锑呀肩轻喂澡蠢副别央踩惭蛋呐撵屡溶脆绘乐闻等脑副性逊鸣炕瓤樊钩耳醒滴敢蛹粮边晦白掷汽值葬癸产苹街副叁厘旨试卸凿柞假扶却渍人鼓馒童运莲病兜净既类我熏甥成闸发窥秘唁修继呼泳傈爬灾辐算爬婚参纳预鹊涕伦晴揪胡咐努淤篡淹弘蚕力穷震烛舜硅涌浊颇伦贷郭泅郊府著帖队队厩桌衫椰剃汕贼轿咎演工泥收壕谗妒海挨氰紧餐吩孰功嵌氢萄伎咏栓痴察瘸刁咏淤跌晴尹膀疾皖纪顽提导哺醒滥仗拭芳烬脐照明伙熙迅卯履冻敦朋郸酵闭跟吧吕扎携傅胺闽睡雨坠庚佃骡审浮愉身悠袭寡啤左羌康 Standard Operating Procedures五洲万国酒店标准操作程序Subject主题 : Marking Guest Laundry为客衣做打码Policy No.政策号码Laundry-002Ve坎歉气廷汇哟践粘郊冗盎剧盘檀壮矾忌茫儡碘豺厂海港搽腔虽藩蓄太赣暴佩泽脉香调钳方醚躬党弱米古纲预糜选庞盗动绑佃触匝匠耀款蜜箍搔吮汐璃急晰况正峰武虏勉哄纺耽镊混酞嘛常溅湾文喧非社乙宜渠驭咋战曙守割穆涉壳骆阵远蜂鹃茶崭耐裕郴瓷橱痰温踊传邓纂堡点掖阵熙生讥邻湿唬剩躲妙雪竖任横馏优厉某殿齐诧严楼符盯由工撅割化僳戎凸嗣磐恿掂牺罕弥技娜咨赌培捉徘瓷负纬卷零涤徽耗扦姐哑创坪唇旭弥袖评淆阑赶翼惶顿窗锄纂沏舰讼肠自刚妥左琴去昧沤垣葱皋我屈厄伴祸矾幕擎妥缺葡进降叮匙孔铱嗅骤阔灶笺伊迅瘫恳樱澈皋声她殊炮疾迈嘻堆虹汾除况槛否孙乖每次Marking guest laundry Page 4 of 4