quy trình kinh doanh 1

8/10/2019 Quy Trnh Kinh Doanh 1

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C NG TY C PH N C NG NGH DKTa ch : Tng 04 Hanoi Group ,442 i Cn, Ba nh , H N iin tho i : (84-4) 66558868 - Fax: (84-4) 37868904

M C L CPH N 1 : YU CU CHUNG ..................................................................................................................

PH N 2 : QUY TRNH KINH DOANH ................................................................................................

1. Xy dng data khch hng ............................................................................................................

2. Thi t l p m i quan h kh i d y khch hng ......................................................................................

3. G p g trao i , gi i thi u dch v , ch t h p ng : ..........................................................................

3.1. Tr c khi gp g b t k khch hng no th cng c n th c hi n nhng cng vic sau ....................33.2. Khi gp g khch hng cn th c hi n cc cng vic : ................................................................

3.3. Khi gi i thi u dch v s n ph m dch v ph i trnh by mch l c, r rng cc ni dung sau : ......4

3.4. m phn k h p ng v thuyt minh k h p ng : ..................................................................


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QUY TRNH KINH DOANH

PH N 1 : YU C U CHUNG Th c hi n 6 gi tr c t li c a cng ty : m b o quy n l i c a khch hng, trch nhim v i cng vic. Khi nghe i n tho i ho c ti p xc v i khch hng phi gi i thi u r rng , thi h p tc lch s , t

ra hi u bi t v c chuyn mn tt. B ng m i gi khng c ni khch hng sai. Trong mi tr ng h p khng l i cho ng i khc hoc l i cho s n ph m dch v tr c m t

khch hng. Ti p nh n v ghi nhn yu cu, khi u n i c a khch hng trong mi tr ng h p hon cnh. Phong cchn m c g n gng lch s khi n cng ty hoc g p g khch hng. M i t ch c, c nhn lin h u xem l khch hng ca cng ty. M i tu n th c hi n rt kinh nghim v t ng k t tnh hnh kinh doanh v i b ph n kinh doanh Cc tr ng nhm kinh doanh phi bo co chi tit tnh hnh kinh doanh v nhng v n pht sinh

cha gi i quy t c cng tho lu n tm ra ph ng n gii quy t t t nh t.

PH N 2 : QUY TRNH KINH DOANH

1. Xy d ng data khch hngB c u tin trong vic bn hng l tm kim v xc nh khch hng tim nng, xy dng ring cho cnhn m t data khch hng nht nh,sang lc khch hng v chm sc . Qua m i quan h : gia nh, b n b, t ch c x h i Qua internet : din n ,trang rao vt, sn th ng m i i n t ,c ng ng online , Qua i th tr ng, th c t

Danh sch khch hng yu cu y thng tin : tn (tn cng ty hoc tn c nhn lin h) , a ch ,

s i n tho i, mail, ngnh ngh kinh doanh

2. Thi t l p m i quan h kh i d y khch hngD a trn data khch hng hin c kinh doanh c th th c hi n cc cng vic sau : G i th ng , cho m i khch hng qua mail :

+ V i th ng , khi g i i b t bu c ph i g i theo ch ch ( c ng i nh n)


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+ M t s lu g i email marketing hiu qu : G i th vo ng th i i m, tiu mail v ni dung

mail phi ng nh t, n i dung mail nn th hi n r , ngn g n l i ch khch hng nhn c khi s d ngd ch v , s n ph m. G i i n t v n gi i thi u d ch v : Th i gian g i c n ng lc (sng 10h n 11h , chiu 3h30 n

5h), nn chun b m t from n i dung cn ni v tr l i khch hng, ging ni cn d t khot to s t tincng nh t o c m tnh , truyn c s t m cho khch hng.

3. G p g trao i , gi i thi u d ch v , ch t h p ng :Ty t ng yu cu ,m c , c i m c a khch hng v yu cu cng vic , cn b kinh doanh gp g khch hng ti tr s

cng ty hoc a i m thu n l

i cho khch hng v c nhn cn b kinh doanh.

3.1. Tr c khi g p g b t k khch hng no th cng c n th c hi n nh ng cngvi c sau :

+ N m b t hi u r & gi i thi u dch v .+ D th o, ho c a ra ph ng h ng t v n cho khch hng.+ Chu n b ti li u gi i thi u dch v v i khch hng ( c th dng my tnh c nhn).+ Tn y c a n v khch hng v tn khch hng trc ti p lm vic.+ N m v ng thng tin : s i n tho i , a ch, ngnh ngh ho t ng.

+ Tm hiu thng tin v l nh v c ngnh ngh c a khch hng m cng ty th c hi n ( c th h i cc kinhdoanh c kinh nghim).+ n m c l ch s , b h t vi c ring t t p trung cng vic.

3.2. Khi g p g khch hng c n th c hi n cc cng vic :+ Gi i thi u rnh mch v b n thn, mc ch , cn c g p g + Gi i thi u v n t c v d ch v v s n ph m cng ty+ nh gi kh nng, m c chuyn nghip, c i m c a khch hng qua trc quan quan st.+ D xt ai l ng i quy t nh cng vic.+Do xt lai l ng i tham mu t v n cho ng i c th quy t nh cng vic trn.+ L ng nghe nhng i u khch hng ni , c th ghi nh khai thc lc ni chuyn.+ C n note l i i m nh n c a cu chuyn trong bui ti p xc khch hng.


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3.3. Khi gi i thi u d ch v s n ph m d ch v ph i trnh by m ch l c, r rng

cc n i dung sau :+ S d ng dch v ,s n ph m khch hng c l i g ?+ V i nh ng kh khan hin t i th c th c ph ng n gii quy t nh th no ?+ K t qu d ki n , k t qu c k v ng l g ?+ Nguyn tc v m t k thu t th n v cung cp s th c hi n nh th no ?+ S n ph m khi bn giao cho khch hng l g ?+ Trch nhim c a nh cung cp trong v sau khi bn hng ?+ t cc cu hi mang tnh ng h h p tc v i khch hng v i thi quan tm m mnh d on c

nh ng kh khn th ng g p c a khch hng ,sau a ra lun cu tr l i v k t qu kh c ph c n u s d ng dch v v s n ph m cng ty .+Trong khi m phn nu khch hng bc b ki n th khng c ni l khch hng sai m phi d n d ,l y v d phn tch cho khch hng .+ N u khch hng c mc quan tm v tha mn t ng i cao th c th ch t th h p ng gi dchv . N u khng cht c c th gi i thi u m t s n v t ng h p tc v i cng ty hoc c th a racc yu cu kh khn h n cng ty vn c th p ng .

3.4. m phn k h p ng v thuy t minh k h p ng :V i k t qu t b c 2 c th x y ra cc tr ng h p sau : Kh n ng 1 : khch hng t ch i th ng d ch v Ch p nh n s t ch i c a khch hng mt cch vui v,g i l i thng tin vn b n cho khch hng v nir ng l i m t s ti li u h tham kho thm, bt k khi no quan tm th chng ti s h tr .C m n m t cch lch s .Ng r ng n u h c m i quan h doanh nghip , c nhn kinh doanh no th gi ithi u cho .Tr c khi cho khch hng t nht ph i c c thng tin khch hng l p bo co chodanh sch khch hng ca mnh.

Kh n ng 2 : Khch hng quan tm c thi n ch nh ng cn l ng l , b n kho n :Bn khon v gi :

Lm m t bi ton phn tch cho h th y r ng t ng chi ph cho h p ng th c ra l mt kho n ut r t h p l c th thc y qu trnh kinh doanh ca h .


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L y v d v vi c kho n u t b ng chi ph l ng c a m t nhn vin trong bao lu v nu

khng u t th thi t hai cng nh i u m y i l g ? Trong khi u t th h s c l i g ? Lcny nn a thm cc dch v gia tng ginh cho khch hng khi thc hi n .

Hy a thm mt s k v ng t ng lai khi h pht trin v m r ng thm , khi ch c n nh cungc p h tr thm l h l i c thm mt h th ng ph h p m khng cn u t l i . n y n u v n t ch i th c th ngh th nghi m m cha c n tnh thanh ton (dng th 15 ngy ). Nu v n khng

ng s d ng cch gii quy t trn (kh nng 1).N u bn khon v kh nng th c hi n v ch t l ng d ch v :

Hy a ra m t s cam kt ch c ch n v hnh thc th c hi n th hi n s c l i c a khch hng.K

tn m t s khch hng cng ty th c hi n thnh cng , hy ni v chnh sch bn hng v dch v ikm sau bn hng mt cch chi tit.N u ch p thu n th m phn k h p ng.

Trong tr ng h p quan tm mun s d ng dch v nhng ngh c th i gian xem xt th cn b kinh doanh ln lch lin h l i trong 3 ngy tip theo, mi tu n m t l n g i i n h i thm v ngh th c hi n .Trong tr ng h p n u th i gian v n cha tri n khai thi cn tri n khai g i b n tin nh tr ng h p khch hng t ch i hon ton.

Kh n ng 3 : Ch p thu n d ch v v k h p ng :Cn b kinh doanh t v n v gi i thch gi dch v cho khch hng, khi hy a thm mt s

kho n m c c lin quan nh : ng qu ng co ,email marketing ,phin bn mobile h ng khch hngs d ng gi dch v u i nh t .

Thuy t min h p ng : C g ng gi tt c cc i u kho n trn h p ng theo mu c a cng ty.Mts i u kho n khch hng s th c m c yu sch th hy dng cu ch c trong h p ng v mi lin h gi a cc i u kho n ni cho khch hng thy r ng yu cu v thc m c c a h th c ra a c trongh p ng ,n u c thiu ch c th thi u ph n yu cu theo c th v cng ty sn sng i u chnh h c l i ch cao nht nhng ph i trao i v i c p qu n l c p trn quy t nh.N u khch hng chpnh n h p ng th bng m i gi thuyt ph c h k ngay, k c tr ng h p cha c d u.

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quy trình kinh doanh 1

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