Course Consultant's Personal Annual Work Summary Report 5 (I) After this year's work, I have also made great progress in telemarketing. I also feel that I can use my skills more skillfully in this job to do a good job in sales, and my performance after one year is also successfully completed. I'm here to make a summary myself.
I just joined the company. In fact, there are a lot of things I can't let go of in this job, but my colleagues are also actively taking me with them, so that I can slowly start to get involved. At the same time, there will be a small summary meeting after work every day. Everyone will share some work experience and a problem they encounter, discuss it together, and then find a way, so that they can better accumulate experience through this constant. There are more orders in the post to do better. As telemarketing, when serving customers, you can't actually see real people. Many times, we also need to rely on the customer's tone, listen to the customer's interest in products from the voice, and do our own sales work well. At first, I thought it was really hard to make so many calls, but after a while, I felt it and got used to it. I also know that my ability has been exercised, especially at the beginning of the year. In fact, even if we work from home, it will be affected. But the meeting we should do has not changed, just online, but at the same time, we found that even so, we are still growing and not greatly affected by the epidemic. In addition to the company's training meeting, I will also think about it after work and consider how to do it and how to improve it.
At work, because I just became a full-time employee this year, it can be said that it is the first year of complete work, and many experiences are not enough at the beginning, so my grades are relatively poor, and even I have not completed my performance for several months. But with rich experience, by the middle of the year, I had accumulated enough and started to get orders smoothly. Success again and again has also given me a lot of confidence and made me better. After a year of sales, the performance task has been completed, which shows me that things need to be adhered to. Only by constantly doing it and accumulating experience will there be changes and we can really do a good job in telemarketing. Although the pressure was great, I survived.
Today, I can also communicate with customers well. No matter what difficulties I have and what uncooperative customers I have, I will try my best to get the results. There are also shortcomings, and these are also efforts to continue to do better in the coming year.
There are 5 personal annual work summary reports of course consultants (the second part), holding numerous fruits, facing the winter sunshine and full of enthusiasm, we ushered in a new year. Personally, it is a bumper harvest year, especially in 20XX_ years. I have gained too much, and there are too many people to thank. Here, I would like to express my heartfelt thanks to the leaders and employees who care about and support our telephone sales department! And summarize the telemarketing work:
I. Work completion
We integrated the telemarketing team. The channel department has sales staff, the website department has sales staff and the customer service department has sales staff. The call system is completed online, and the incoming and outgoing services are divided in detail. Formulate sales rules, and cooperate with the product department to carry out many telephone sales promotion activities such as professional title English, CET-4 and CET-6, with a total performance of XX%, among which, telephone sales of key products are XX%. We have specifically done the following work:
1, intensive training
Strengthen product knowledge and centralized training. In order to ensure the quality and quantity of training, training materials and teaching CDs are selected according to the needs of majors and trainers. Before training, it is distributed to trainers for everyone to do, which is convenient for teaching, review and self-study, which improves the teaching quality and consolidates the teaching results. Teachers have a clear division of labor, and the responsibility lies with people.
Each training session will be taught by professional teachers according to the schedule. It is required that the theoretical explanation is easy to understand and the implementation is specific and targeted, which will be clear at a glance. For example, the teacher trained us in English for professional titles and achieved good results (I compared the two groups of figures before and after the 27th).
2. Update the system
Hire professional and technical personnel, actively update the call system, and integrate the incoming call consultation telephone based on the new call system. The incoming call power consumption is obviously higher than that before the update.
3. Refine the division of labor
Incoming and outgoing calls are detailed and the division of labor is clear. In terms of outgoing calls, increase the density of outgoing calls, let more people know about the school and its products and win more customer resources for the school. Strengthened the cooperation between calls and products, carried out many promotional activities and achieved good results; For outgoing calls, follow up unpaid orders, for students, keep abreast of students' progress and follow up in time.
Each newly developed student makes a table and statistics to analyze the gains and losses of developing students. By holding a regular meeting once a month, we can analyze the recent situation of the students, sum up the students who didn't make a deal, so as to better follow up, and also share our experience with the students who made a deal in time for everyone to learn.
At the same time, the second sale of old students with the same education was carried out to communicate with old students in time. When using a new product, first inform the old students and get their approval before using it. If they don't accept it, we will make corresponding improvements to meet their needs. We visit old students irregularly. Send greetings and blessings on holidays, and send small gifts on important days to enhance feelings.
I usually keep in touch with my old classmates, care about their situation and enhance my feelings. If it is convenient, we can visit our old classmates' home to promote our relationship with them. Through our efforts, the number of old students has reached 10 in the past six months.
4. Improve the system
In order to better promote the work, we have studied, formulated and strictly implemented the Detailed Rules for the Implementation of Telephone Sales, which strictly stipulated the work execution process, performance identification, data security and other aspects, and the number of illegal operations was significantly reduced.
Dear leading comrades, the above achievements are the result of the care and support of school leaders and the joint efforts of our sales staff. These achievements have laid a solid foundation for further accelerating the development of education in our school and creating a new atmosphere for a new starting point.
Second, the existing problems and deficiencies
Although we have made some achievements in our work in the past 20XX years, there are still many gaps and deficiencies from the requirements of leaders, mainly in the following aspects:
1, incoming call
The consulting ability is insufficient, and some courses still lack in-depth consulting ability. It is necessary to strengthen cooperation with products and increase training.
Step 2 diverge
At present, the main daily business is the return visit of unpaid orders on the website, which is essentially superficial. Telephone sales in the true sense, that is, the secondary development of old users and the unfamiliar call sales of new users are not enough.
3. Some people only sell by feeling.
Statistical analysis of performance fluctuation and conversion rate without major products.
4. There is something wrong with the team atmosphere.
The development of enterprise competition to vicious competition directly affects the overall performance.
Annual work summary, course consultant, made five reports (the third part). Time flies. I stayed in XX store of XX company for nearly two months. Looking back on this job, with the support and help of leaders and colleagues, I can now complete the work and sales tasks quickly according to the requirements and tasks issued by the company's superiors. I first worked in XX store, and the company transferred me to the military service agency near XX as a course consultant for work reasons. Under the new working environment and requirements, I have new methods, improved my skills and greatly changed my working methods. Let me briefly summarize my recent work.
I. Abide by professional ethics
I think that no matter what kind of work, observing professional ethics is the basic prerequisite for competence; Is the key to doing a good job. At work, I strictly abide by the company's disciplines, do my job well, do every little thing well, and grasp every minute. Only by starting from me, starting from small things and starting from now can we make different progress every day.
To do this job well, you not only need to be familiar with the relevant knowledge and fluency of each product, but also need to have a good attitude, be patient, caring and careful, treat every customer seriously, be serious and responsible for their requirements no matter where he comes from or in what position, and do my best to contribute to them. Customers patiently explain to customers when they are young, and choose the mobile phone they need according to different customers to meet customers; When there are many customers, do a good job of taking care of each customer. Every link can't be relaxed. Let customers feel my sincerity while waiting, be familiar with business constantly, and improve service efficiency.
Every time there is a new activity in the store, I will use other time to find out all the information about these activities as soon as possible, so that I can directly introduce these activities to users when I face customers, and I can constantly improve my business ability.
Second, effective teamwork can also improve work efficiency.
To this end, I not only work hard by myself, but also get along well with my colleagues. In addition to learning from each other at work, learn from each other's strengths and apply what they have learned. After a year's work, I constantly enrich my study, and I often sum up my ideas and gain a lot of experience. I always learn and improve myself. I also constantly sum up myself from it, so that my life and work can be improved better and better, because at work, I will always come into contact with new things, and summing up is also very important. After work, I will constantly recharge my thinking and summary, so that I can have more understanding and sentiment in my business work.
Due to the social development and fierce competition in the industry, I feel that my burden is very heavy and my knowledge and ability are still limited, so I always dare not take it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I feel like I'm making progress. Through continuous study and accumulation, we can calmly deal with all kinds of problems in daily work, ensure the normal work of this post, treat work tasks with a correct attitude, love our jobs, earnestly implement them in practical work, actively improve our own quality, and strive for the initiative in work, so as to have a strong sense of professionalism and responsibility and strive to improve work efficiency and quality.
In the future work, I will continue to improve my own shortcomings, take continuous progress in my work and improve sales performance as my tireless pursuit goal, and strive to make my ideological consciousness and work efficiency reach a new level in an all-round way and make more contributions to the company.
Annual Work Summary Personal Report Course Consultant 5 (Part IV) College life is a piece of cake. When I graduated, I chose the Early Education Center as a course consultant. When I first entered the center to apply for a job, I was attracted by the warm atmosphere like home. Every employee welcomed me to join this big family with a kind smile, and I chose this career without hesitation because of these.
Through professional training and telephone communication practice, I also have a certain understanding of early education knowledge and further realize the professionalism and importance of early education work. We are an international early education center, which will provide medical-based training and appropriate environmental stimulation for infants' growth according to their developmental characteristics, strive to cultivate healthy, intelligent, naive and curious children, cultivate each child's study habits and learning ability, and at the same time publicize advanced parenting concepts to parents and provide scientific parenting help, which is also a place that every employee is proud of. When the parents of the member are happy to get the baby's promotion notice, we are also happy for him.
And my work is slowly getting on track. Recalling the first time I received customers and introduced the central environment, there was a little excitement and trembling in my voice. Through repeated practice, my communication ability and communication skills have been greatly improved. Now, I have my own members. Seeing the progress of the members' babies after passing the course training, I am also happy for my parents and affirm my work. What makes me most proud is that many parents have helped me recommend our early education courses to my friends because they agree with professional courses and my enthusiastic working attitude.
During our work in the center, we held many large-scale parent-child activities. What my colleagues and I did was to arrange and preside over every activity, which exercised my ability in all aspects. Every time I see parents and children playing games and competitions together, I feel a lot. Every parent is great, and they are all paying a lot of sweat and hard work for their children's growth. What impressed me the most was the "father's oath" at the birthday party. Several baby fathers stood in a row and swore loudly: "I will work hard to fight for the baby and mother and give them happiness."
The early education center is a healthy and happy training ground for children, a professional communication platform for parents and a warm family for every employee. I will continue to study and grow in this home.
The report of five consultants on the annual work summary course (Part V) has been on campus for more than ten months, but it was not until the end of last year that they really came into contact with campus-related work. In a short period of five months, although I have done some telephone consultation and complaints, I still think I am in an unprofessional position. Therefore, I am both looking forward to and hesitating about this study. On the one hand, I am happy because learning can improve my ability, on the other hand, I am not confident enough about myself, and I am afraid that my poor performance will have a negative impact on the school. However, it turns out that I seized this opportunity and made the right choice. This study has improved my internalization quality and externalization quality, and also made me have a deeper understanding of the position of curriculum consultant.
I summed up the contents of this study and think it is mainly divided into the following parts: 1. How to become an excellent course consultant; 2. Telephone consultation and telephone invitation; 3. Visit and consultation; 4. How to handle customer complaints; 5. Attack skills.
If you want to be an excellent course consultant, you must first have good internalized literacy, correct values, world outlook and outlook on life, think for him from the parents' point of view, learn to turn communication into fun, execution into a kind of motivation, and enrollment into a hobby. At the same time, you must have a strong desire for success, self-confidence in success and understanding of professional skills and processes, because the self-confidence index of course consultants affects parents' trust level and payment speed. At the same time, excellent course consultants should cultivate the following etiquette habits: listen wholeheartedly to understand parents' needs, make necessary records to show their attention, judge and respond quickly, respond flexibly to gain parents' trust, accurately locate and promote courses, and make clear goals to achieve critical challenges. Second, professional knowledge is an indispensable professional basic skill for curriculum consultants, and it is also the main criterion to measure whether curriculum consultants are qualified, including customer information, curriculum knowledge, school information, etc. If the customer information is incomplete at one time, you can leave your name, phone number and other key information when you meet your parents for the first time to facilitate future improvement.
As far as I know, at present, telephones in various campuses are mainly used for "answering" rather than "dialing", which means that there are more telephone inquiries and fewer invitations. Basically, parents are invited by SMS platform, so it is not easy to confirm whether they have received it. In the future, we can consider multiple telephone invitations to improve the success rate. Regarding telephone consultation, course consultants should pay attention to the following points:
/kloc-answering the phone within 0/.3 times, too fast or too slow will make parents feel too sudden or impatient;
2. Keep smiling and make customers feel friendly;
3. Don't talk to others on the phone, otherwise it's impolite;
4. Control the good voice and intonation, with a friendly voice and calm and confident tone;
5. Record the telephone results in detail;
6. Be sure to let your parents hang up before you hang up. Don't hang up too much.
In-school consultation is more advantageous to the success of the attack, and the goal of telephone consultation invitation is also to cause consultation at school. Therefore, the curriculum consultant must pay attention to the parents who come to the school for consultation and make full preparations from the mentality to the outside world and environment. First of all, we should have a confident attitude, pay attention to maintaining a smile and correct standing posture, so that parents can feel professional, confident and sincere. Secondly, to keep the environment clean, tidy and organized, and to establish a comfortable and harmonious conversation environment, parents might as well sit down and pour a cup of tea, so as to make parents feel cordial and soften their minds. Parents who come to the school for consultation mostly come with the mentality of signing up. They should learn to listen to their parents, understand their needs and prescribe the right medicine. At this time, rhetorical skills can be used appropriately. When parents hesitate or ask negative questions, rhetorical questions can change the subject or throw questions back to parents, making parents feel professional and easier to attack. Of course, listening needs patience, and course consultants need to improve their ability to capture accurate and useful information. It is very important to recommend courses, which requires course consultants to have skilled professional knowledge. Two tips can be recommended here: one is to promote preferential registration activities, and the other is to create registration quota restrictions.
Customer complaint is a difficult problem that every enterprise and school has to face. The root cause is that the problems are not found in time or the problems raised are not solved in time. Dealing with customer complaints can effectively maintain the brand image of the school, restore customers' trust in the school, find and solve problems in time, and retain customers. Therefore, in the face of customers' complaints, as curriculum consultants, we should be full of confidence and enthusiasm, rather than timid, because parents who complain are parents who are still loyal to the school, and curriculum consultants should actively retain such parents. Five principles should be followed in handling customer complaints, namely, psychological preparation, emotional appeasement, occasion selection, process listening and recording, and neutrality in principle. The so-called neutral position means only expressing understanding and not judging right or wrong. There are several skills to share in handling customer complaints: starting from listening, identifying with customers' feelings, caring about customers' problems and solving problems. Pay attention to the following points when solving problems: 1. Provide customers with choices; 2. Honest commitment to customers; 3. Give customers some compensation appropriately. It should be noted that the principle of compensation is "thank customers for their valuable suggestions", not "we are trying to compensate you." This avoids the low profile of the school.
In the aspect of attacking single skills, professionals gave us guidance, and we learned the "four-person mentality" and some words to improve the success rate. The so-called four-person mentality refers to: praising customers with the mentality of an adult, recognizing customers with the mentality of a man, embracing customers with the mentality of a strong man, and communicating with customers with the mentality of a businessman, with the aim of reaching a deal. The standardized actions of the four people's mentality are: agreeing with praise and transferring the question to rhetorical questions. The first two steps are to deal with feelings, and the last two steps are to deal with things (when facing parents, every course consultant should follow the steps of dealing with feelings first and then dealing with things). Professional curriculum consultants should shift the problem to the characteristics of the curriculum, say less but and say more at the same time. When recommending courses to parents, we should pay attention not to answer whatever parents ask, and not to answer parents' questions subconsciously and without thinking. This will often lead to "dead holes", which will make parents feel distrustful and difficult to solve problems.
Curriculum consultant, as a unique occupation of training school, is the first business card of the school. It not only shoulders the daily maintenance of school enrollment, publicity, finance and front desk, but also effectively presents the school culture carrier. A successful curriculum consultant should have a correct attitude, a reasonable knowledge structure and skilled enrollment skills. Only curriculum consultants with professional skills and professional enrollment behavior are senior and perfect curriculum consultants, and this is also my development goal. I believe that through continuous learning, I will become more substantial. I also believe that it is never too late to start, and there is always room for improvement. If anyone likes to be with people who are positive, confident, have a good attitude and go all out, then I will grow into that kind of person!