客戶接待及客戶歸屬評(píng)定標(biāo)準(zhǔn)

1、營(yíng)銷管理1客戶接待及客戶歸屬評(píng)定標(biāo)準(zhǔn)有客戶來(lái)訪時(shí)，由當(dāng)時(shí)當(dāng)班的輪接置業(yè)顧問(wèn)首先應(yīng)熱情地向客戶問(wèn)好，并禮貌、巧妙的探詢?cè)摽蛻羰欠駚?lái)過(guò)，如該客戶之前已經(jīng)登記過(guò)，則視為預(yù)約客戶來(lái)訪，應(yīng)將該客戶引導(dǎo)至原先接待過(guò)的置業(yè)顧問(wèn)，如客戶第一次到訪，由當(dāng)時(shí)的輪接置業(yè)顧問(wèn)直接進(jìn)行接待。一、普通新客戶來(lái)訪一、普通新客戶來(lái)訪a)由當(dāng)日當(dāng)班置業(yè)顧問(wèn)輪流接待，當(dāng)日成交后業(yè)績(jī)歸當(dāng)事置業(yè)顧問(wèn)。若當(dāng)日未成交，由當(dāng)事置業(yè)顧問(wèn)負(fù)責(zé)追蹤；b)電話咨詢客戶不得錄入營(yíng)銷系統(tǒng)，但由

2、于電話中已有約定，客戶第一次到現(xiàn)場(chǎng)指名由某置業(yè)顧問(wèn)接待，則由當(dāng)事置業(yè)顧問(wèn)負(fù)責(zé)接待，當(dāng)日成交后業(yè)績(jī)歸當(dāng)事置業(yè)顧問(wèn)。若當(dāng)日未成交，由當(dāng)事人負(fù)責(zé)追蹤。如當(dāng)事置業(yè)顧問(wèn)不在，則由當(dāng)班置業(yè)顧問(wèn)輪流接待，當(dāng)日成交后業(yè)績(jī)歸當(dāng)班接待的置業(yè)顧問(wèn)。若當(dāng)日未成交，由接待的置業(yè)顧問(wèn)負(fù)責(zé)日后追蹤。c)公司關(guān)系戶及其它形式介紹來(lái)的客戶由現(xiàn)場(chǎng)負(fù)責(zé)人指派置業(yè)顧問(wèn)接待，當(dāng)日成交后業(yè)績(jī)歸當(dāng)事置業(yè)顧問(wèn)，如未指派的則由當(dāng)班置業(yè)顧問(wèn)輪流接待，當(dāng)日成交后業(yè)績(jī)歸當(dāng)事置業(yè)顧問(wèn)。若當(dāng)日未

3、成交，由當(dāng)事置業(yè)顧問(wèn)負(fù)責(zé)追蹤；二、老客戶介紹的新客戶二、老客戶介紹的新客戶1、老客戶陪同新客戶來(lái)現(xiàn)場(chǎng)：a)如老客戶指名，則該置業(yè)顧問(wèn)有優(yōu)先接待權(quán)，當(dāng)日成交后業(yè)績(jī)歸當(dāng)事置業(yè)顧問(wèn)，未成交，則由該當(dāng)事置業(yè)顧問(wèn)繼續(xù)跟蹤。如被指名當(dāng)事置業(yè)顧問(wèn)當(dāng)日不當(dāng)班，但委托過(guò)現(xiàn)場(chǎng)負(fù)責(zé)人指派或委托當(dāng)班置業(yè)顧問(wèn)代為接待（仍具有優(yōu)先接待權(quán)），當(dāng)日成交后，該業(yè)績(jī)被指名置業(yè)顧問(wèn)占20%，當(dāng)事置業(yè)顧問(wèn)占80%；（本情況不存在其他成員義務(wù)協(xié)助）b)若被指名的當(dāng)事置業(yè)顧問(wèn)當(dāng)日

4、不當(dāng)班，并未委托過(guò)現(xiàn)場(chǎng)負(fù)責(zé)人指派或委托當(dāng)班置業(yè)顧問(wèn)代為接待，則由當(dāng)日當(dāng)班的置業(yè)顧問(wèn)輪流接待，當(dāng)日成交后業(yè)績(jī)被指名置業(yè)顧問(wèn)占20%，當(dāng)事接待的置業(yè)顧問(wèn)占80%；若當(dāng)日未成交，該客戶由當(dāng)班接待的置業(yè)顧問(wèn)繼續(xù)跟蹤；（本情況不存在其他成員義務(wù)協(xié)助）c)若老客戶未指名，則由當(dāng)班置業(yè)顧問(wèn)輪流接待，成交后業(yè)績(jī)歸當(dāng)事置業(yè)顧問(wèn)，如未成交，則由當(dāng)事置業(yè)顧問(wèn)負(fù)責(zé)跟蹤；2、老客戶未陪同新客戶來(lái)現(xiàn)場(chǎng)：營(yíng)銷管理3戶原登記置業(yè)顧問(wèn)之前按照客戶追蹤原則，已做過(guò)較多的回

5、訪跟進(jìn)，則該業(yè)績(jī)?cè)怯浿脴I(yè)顧問(wèn)和當(dāng)事接待置業(yè)顧問(wèn)各占50%，若當(dāng)日未成交，該客戶仍歸原置業(yè)顧問(wèn)所有；若系統(tǒng)查詢，該客戶原登記置業(yè)顧問(wèn)未對(duì)該客戶做任何回訪或未在規(guī)定追蹤時(shí)限內(nèi)做客戶追蹤回訪，該業(yè)績(jī)?nèi)繗w當(dāng)事置業(yè)顧問(wèn)所有，若當(dāng)日未成交，當(dāng)事置業(yè)顧問(wèn)應(yīng)向項(xiàng)目經(jīng)理匯報(bào)，由項(xiàng)目經(jīng)理通過(guò)營(yíng)銷系統(tǒng)把該客戶轉(zhuǎn)移給當(dāng)事置業(yè)顧問(wèn)，該客戶日后由當(dāng)事置業(yè)顧問(wèn)繼續(xù)追蹤；f)若置業(yè)顧問(wèn)已調(diào)離本公司，其原有的老客戶來(lái)現(xiàn)場(chǎng)回訪由當(dāng)日當(dāng)班置業(yè)顧問(wèn)輪流接待，當(dāng)日成交后業(yè)績(jī)

6、歸當(dāng)事置業(yè)顧問(wèn)。如當(dāng)日未成交，當(dāng)事置業(yè)顧問(wèn)應(yīng)向項(xiàng)目經(jīng)理匯報(bào)，由項(xiàng)目經(jīng)理通過(guò)營(yíng)銷系統(tǒng)把該客戶轉(zhuǎn)移給當(dāng)事置業(yè)顧問(wèn)，由當(dāng)事置業(yè)顧問(wèn)繼續(xù)追蹤。四、其他情況。四、其他情況。客戶以夫妻、父子、父女、母子、母女等關(guān)系在甲、乙置業(yè)顧問(wèn)處重復(fù)登記的，若甲、乙屬于同一小組的，且第一接待人甲按規(guī)定流程回訪追蹤的，成交后業(yè)績(jī)歸甲所有；未成交的，由甲負(fù)責(zé)繼續(xù)追蹤，乙有義務(wù)及時(shí)把客戶情況跟進(jìn)在甲處。若甲、乙跨組，若當(dāng)日客戶甲置業(yè)顧問(wèn)處成交，則該業(yè)績(jī)歸甲置業(yè)顧問(wèn)所有

7、，若客戶在乙置業(yè)顧問(wèn)處成交，則業(yè)績(jī)各占50%；當(dāng)日未成交的，該客戶繼續(xù)歸兩人所有，直至最后成交。五、團(tuán)體單位新客戶來(lái)現(xiàn)場(chǎng)：五、團(tuán)體單位新客戶來(lái)現(xiàn)場(chǎng)：a)團(tuán)體客戶指名服務(wù)專員（當(dāng)事置業(yè)顧問(wèn)），被指名者有優(yōu)先接待權(quán)，當(dāng)日成交后業(yè)績(jī)歸被指名置業(yè)顧問(wèn)，若當(dāng)日未成交，該客戶仍歸被指名置業(yè)顧問(wèn)（當(dāng)事置業(yè)顧問(wèn)）所有；若指名的服務(wù)專員（當(dāng)事置業(yè)顧問(wèn)）不當(dāng)班，則由當(dāng)日當(dāng)班的置業(yè)顧問(wèn)輪流接待，當(dāng)日成交，業(yè)績(jī)20%歸指名置業(yè)顧問(wèn)所有，80%歸接待置業(yè)顧問(wèn)所有

8、（不存在其他成員義務(wù)協(xié)助）。若未成交，由接待置業(yè)顧問(wèn)繼續(xù)跟蹤，直至最后成交，業(yè)績(jī)?nèi)匀灰?0%和80%分成。b)團(tuán)體客戶未指名，但若說(shuō)明其是單位前來(lái)購(gòu)房的：由原先接待購(gòu)房團(tuán)的置業(yè)顧問(wèn)接待，若該接待的當(dāng)事置業(yè)顧問(wèn)不在，則由當(dāng)日當(dāng)班置業(yè)顧問(wèn)輪流接待。當(dāng)日成交，該客戶業(yè)績(jī)20%歸該團(tuán)體單位服務(wù)專員（當(dāng)事置業(yè)顧問(wèn)）所有，80%歸接待置業(yè)顧問(wèn)所有。若未成交，由當(dāng)事接待置業(yè)顧問(wèn)繼續(xù)跟蹤，直至最后成交，業(yè)績(jī)?nèi)匀灰?0%和80%分成（不存在其他成員義務(wù)協(xié)