S180 – Sepcific Business
Activity Coaching Instruments for The Core Competency Skill Area of
Marketing, Prospecting, Sales and Customer Services
S180 – 对核心能力技巧（市场、探究潜在客户、销售和客户服务）的专门的业务训练方法
Course Value: 7 hours of class. All courses
can be offered as Certificate Programs
课时: 7小时. 该科目所有课程都可以提供学习认证
Objectives
预期效果
Upon completion of this class, students will
learn:
课程结业时，学员们可以学到：
Coaching Instruments for Marketing
市场训练方法
- Supervisors will learn the components of the
Specific Business Activity Coaching Instruments for Marketing, how
to do the coaching procedures and how to customize the dialogs and
the coaching instruments to fit their operation by:
主管将学习针对市场的专门的业务活动训练，如何执行程序，如何使对话和操作方式用户化以适合他的呼叫中心。
- reviewing an example of a company that uses
each Call Application in the business activity category of Marketing
运用电话应用中有关市场的每一项，回顾公司业务中的一个例子。
- role playing the dialogs of each Marketing
Call Application. These role plays are audio taped for use in learning
how to use the Specific Business Activity Coaching Instrument for
each Marketing Call Application.
对电话应用中有关市场的每一个对话进行角色扮演练习。对角色扮演录音，用以学习如何（在市场电话应用中）使用专门的业务活动训练方法。
- practicing using the Specific Business Activity
Coaching Instrument for each of the following Marketing Call Applications
and see how it can help agents handle each of these Call Applications
more effectively
练习对如下的市场电话应用使用专门的业务活动训练，并了解它是如何帮助话务代表更有效的处理每一通电话。
市场调查
- Updating Customer Records
客户记录更新
- Updating Prospect Records
潜在客户记录更新
宣传
- Trial Offer/Item on Approval--Returnable Merchandise
提供试用品/对于可退换的商品
提供礼品
- Product/Service/Idea Discount Offer
提供产品/服务的打折信息
- New Product or Service Introduction
介绍新产品或服务
- Feature Product or Service
特色产品或服务
- using an easy, fill in the blank Telephone
Dialog Guide form to customize the dialog for each of the Marketing
Call Applications that fit your Contact Center operation
把每一种市场电话应用，用一种简单的、填空式的电话对话来客户化，使之适合你的呼叫中心的运做。
- using an easy, fill in the blank Specific
Business Activity Coaching Instrument to customize coaching instruments
that fit the Telephone Dialog Guides you customized for your center’s
Marketing Call Applications
使用一种简单的、填空式的、专门的业务活动训练方法，使训练方法用户化，以适应你的呼叫中心的市场电话应用的电话对话。
COACHING INSTRUMENTS FOR
PROSPECTING
探究潜在客户的训练方法
- Supervisors will learn the components of the
Specific Business Activity Coaching Instruments for Prospecting, how
to do the coaching procedures and how to customize the dialogs and
the coaching instruments to fit their operation by:
主管将学习探究客户的专门的业务活动训练方法的内容，如何进行训练步骤，如何使对话和训练方法客户化以适合你的呼叫中心的运做。
- reviewing an example of a company that uses
each Call Application in the business activity category of Prospecting
运用电话应用中有关探究潜在客户的每一项，回顾公司业务中的一个例子。
- role playing the dialogs of each Prospecting
Call Application. These role plays are audio taped for use in learning
how to use the Specific Business Activity Coaching Instrument for
each Prospecting Call Application.
对电话应用中有关探究潜在客户的每一个对话进行角色扮演练习。对角色扮演录音，用以学习如何（在市场电话应用中）使用专门的业务活动指导方法。
- practicing using the Specific Business Activity
Coaching Instrument for each of the following Prospecting Call Applications
and see how it can help agents handle each of these Call Applications
more effectively
练习对如下的探究潜在客户电话应用使用专门的业务活动指导，并了解它是如何帮助话务代表更有效的处理每一通电话。
Prospecting
- Lead Qualification
探究潜在客户-购买决策者的资格
Decision
Maker Generation and Qualification
购买决策者的意向和资格
Decision
Maker Qualification Only
确认购买决策者的资格（是否有购买意向、购买的能力）
Decision
Maker Requalification
再次确认购买决策者的资格
Prospecting
- Appointment Securing
探究潜在客户-约会确认
Face-to-Face
Appointment Securing
确认面对面约会
Phone-to-Phone
Appointment Securing
确认电话对电话约会
Referral
Prospecting
客户介绍的潜在客户
Referral
Follow-Up
对客户介绍的潜在客户的跟踪工作
- using an easy, fill in the blank Telephone
Dialog Guide form to customize the dialog for each of the Prospecting
Call Applications that fit your Contact Center operation
用一种简单的、填空式的电话对话，把每一种探究客户的电话应用客户化，使之适合你的呼叫中心的运做。
- using an easy, fill in the blank Specific
Business Activity Coaching Instrument to customize coaching instruments
that fit the Telephone Dialog Guides you customized for your center’s
Prospecting Call Applications
使用一种简单的、填空式的专门业务活动训练方法，使训练方法客户化，以适应你的呼叫中心的（探究客户的电话应用的）电话对话。
COACHING INSTRUMENTS FOR
SALES
销售训练方法
- Supervisors will learn the components of the
Specific Business Activity Coaching Instruments for Sales, how to
do the coaching procedures and how to customize the dialogs and the
coaching instruments to fit their operation by:
主管将学习销售的专门业务活动训练方法的内容，如何进行训练步骤，如何使对话和训练方法客户化以适合你的呼叫中心的运做。
- Reviewing an example of a company that uses
each Call Application in the business activity category of sales.
运用电话应用中有关销售的每一项，回顾公司业务中的一个例子。
- role playing the dialogs of each Sales
Call Application. These role plays are audio taped for use in learning
how to use the Specific Business Activity Coaching Instrument for
each Sales Call Application.
对电话应用中有关销售的每一个对话进行角色扮演练习。对角色扮演录音，用以学习如何在市场电话应用中使用专门的业务活动训的训练方法。
- practicing using the Specific Business Activity
Coaching Instrument for each of the following Sales Call Applications
and see how it can help agents handle each of these Call Applications
more effectively
练习对如下的销售电话应用使用专门的业务活动训练方法，并了解它是如何帮助话务代表更有效的处理每一通电话。
产品销售
服务销售
- Sale of Idea of Joining/Attending -- Recruiting
加入某社团、组织、招聘销售
- Sale of Idea of Paying -- Collections
付款、收款销售
- Sale of Idea of Giving -- Fundraising
赠与或筹集捐款销售
目录销售
- Sale or Renewal of Service Contract
服务合同的销售或更新
- Sale of Idea of Accepting a Credit Application
接受贷款的销售
- Tie-In Suggestion Selling
销售产品时推荐相关产品的销售
- Up-Sell Suggestion Selling
向客户销售商品时推荐比他咨询的产品更高一级的同类商品
- Cross-Sell Suggestion Selling
向客户销售商品时推荐不同类商品
- using an easy, fill in the blank Telephone
Dialog Guide form to customize the dialog for each of the Sales Call
Applications that fit your Contact Center operation
用一种简单的、填空式的电话对话,
把每一种销售的电话应用客户化，使之适合你的呼叫中心的运做。
- using an easy, fill in the blank Specific
Business Activity Coaching Instrument to customize coaching instruments
that fit the Telephone Dialog Guides you customized for your center’s
Sales Call Applications
使用一种简单的、填空式的专门业务活动训练方法，使训练方法用户化，以适应你的呼叫中心的（销售的电话应用的）电话对话。
COACHING INSTRUMENTS FOR CUSTOMER SERVICE
客户服务的训练方法
- Supervisors will learn the components of the
Specific Business Activity Coaching Instruments for Customer Service,
how to do the coaching procedures and how to customize the dialogs
and the coaching instruments to fit their operation by:
主管将学习客户服务的专门业务活动训练方法的内容，如何进行训练步骤，如何使对话和训练方法客户化以适合你的呼叫中心的运做。
- reviewing an example of a company that uses
each Call Application in the business activity category of Customer
Service
运用电话应用中有关客户服务的每一项回顾公司业务中的一个例子。
- role playing the dialogs of each Customer
Service Call Application. These role plays are audio taped for use
in learning how to use the Specific Business Activity Coaching Instrument
for each Customer Service Call Application.
对电话应用中有关客户服务的每一个对话进行角色扮演练习。对角色扮演录音，用以学习如何在市场电话应用中使用专门的业务活动训的训练方法。
- practicing using the Specific Business Activity
Coaching Instrument for each of the following Customer Service Call
Applications and see how it can help agents handle each of these Call
Applications more effectively
练习对如下的客户服务电话应用使用专门的业务活动训练方法，并了解它是如何帮助话务代表更有效的处理每一通电话。
- Existing Customer Calls to Place an Order
为现有的客户下定单
- New Customer Calls to Place an Order
为新客户下定单
定单查询
置换产品
加快定单执行
处理投诉
- Complaint Handling Follow-Up
处理投诉的后续工作
产品支持
- Decision Maker Calls in for Information
客户咨询
- Retention-Extended Service - Price Shopper’s
Information Service
维系-延伸的服务-对以价格为首要考虑因素的客户的信息服务
- Retention-Extended Service-Product Information
Service
维系-延伸服务-产品信息服务
- Retention-Extended Service-Inventory Maintenance
Call
维系-延伸服务-库存维护
- using an easy, fill in the blank Telephone
Dialog Guide form to customize the dialog for each of the Customer
Service Call Applications that fit your Contact Center operation
用一种简单的、填空式的电话对话，把每一种客户服务的电话应用用户化，使之适合你的呼叫中心的运做。
- using an easy, fill in the blank Specific
Business Activity Coaching Instrument to customize coaching instruments
that fit the Telephone Dialog Guides you customized for your center’s
Customer Service Call Applications
使用一种简单的、填空式的专门业务活动训练方法，使训练方法客户化，以适应你的呼叫中心的（客户服务的电话应用的）电话对话。