Account manager learning experience

Part 1: Account Manager Skills Training Learning Experience

Yesterday, we participated in the training of VIP client managers organized by provincial companies. The training was given by Mr. Luo from Shenzhen. Mr. Luo, who graduated from Fudan University, has extensive experience in communication technology teaching and gave training to many mobile, Unicom and banking finance units in various regions.
Course content Since the end of 2008, we started to make mobile phones. At that time, we spent 110 billion to buy CDMA from China Unicom and 40 million users. But there are only over 26 million users who are really effective. By the end of August 2019, Tianyi users reached 79.93 million, a certain gap from the 100 million target at the end of 2019. This is a good warning to the VIP account manager, and we have tough tasks and goals to complete in the next four quarters.
The details and skills to be aware of when communicating with customers on a daily basis and enhancing the trust that our customers place in us. First, let us understand the three phases and development process of the operator VIP account manager, including the four major changes; secondly, analyze the misunderstandings of the VIP account manager in the daily work, and the "sandwich" based on these misunderstandings. "The law", that is, service-marketing-service; again, according to the customer's psychology, lead to the customer satisfaction service concept, comprehensive analysis of the correct understanding of the "customer is always right" sentence; In addition, the sale of the "golden three law", A detailed analysis of how to effectively ask questions is made, and four points of attention are proposed for customer objection classification. Finally, five kinds of facilitation methods for common transactions are proposed, namely problem elimination method, selection method, illustration method, hypothetical transaction method and finally Opportunity cost method, and an example.
Teacher Luo’s teaching method makes me feel that the training of the day is both fulfilling and enjoyable. According to Mr. Luo’s lecture, I feel that the following points need to be paid attention to in future work to improve work efficiency and promote better communication with customers. First, the return visit time is refined, which reduces the interruption of the customer's busyness and reduces the customer's complaints. Second, writing a script during the marketing of the phone is beneficial to the best of both worlds. Third, it is appropriate to let the customer help some small things. Busy, satisfying the user's social needs, and remembering the user's service trajectory, is conducive to pulling in the distance with the customer, so that the customer has a good feeling; third, carrying the "important customer opinion collection form" in the door-to-door service, not only helps improve Our work, and can ease the user's emotions when users are excited and angry.
The above is my training experience. I hope that there will be such training opportunities in the future, so that I can improve my business level and ability, and have better performance and performance in my work.

Part 2: Bank account manager training class learning summary experience

The “Lijin Training Camp” client manager class has ended, and in retrospect it is still vivid. From a group of people who are not familiar with each other to a group that trusts each other, the training is from the laughter to the serious, and from oneself, from a college student who is in theory to a bank account manager who is perfect in practice. The efforts that have been made and the efforts made for this have accumulated and accumulated into an indispensable asset in my career and throughout my life.
“Attitude determines everything” is the deepest feeling I have experienced throughout the training process. Many of the students said that we entered the Devil Training Camp and accepted the brainwashing of a group of devil lecturers like a fool. I prefer to say that these three days of training are filled with gravel in our already stone-filled cups, which makes us more perfect. "The reasonable requirement is exercise, and the unreasonable requirement is to hone." It is this kind of learning attitude that can fully absorb fresh knowledge and truly enrich yourself. For me, these gravel is the courage to show self, the supplement of theoretical concepts, the paving stone to accumulate practical experience, the positive attitude in dilemma, and the firm belief in facing challenges. "Details determine success or failure", "just on time is late", "start from scratch", "the team gives us always better than we give the team" and so on, the feeling has never been so profound. To be a good person beforehand, to create excellence, professional knowledge, hard work is a necessary condition but not a sufficient condition, attitude is the key to decision.
From "talking on paper" to actual business operations, it is another great achievement in my training process to use my knowledge in practice. Without this training, I don't know how I would behave when I was in contact with customers; but after training, especially after preparing and participating in the exercise, I clearly know how I should face the customer and go to every aspect. The professional sales process is a cyclical process, from prospective customer development to preparation, interview, contact, initial interview, product description, refusal to deal with, facilitating face-to-face after-sales service, after-sales service is not over, but another prospective customer The beginning of development. Through the drills, I not only mastered the specific process, but more importantly, I gained the courage and confidence to face the challenge. Although there are still many shortcomings, it is inexplicable to walk down the stage and listen to the encouragement of the seniors. Another feeling is that you have to be prepared to seize the opportunity. There are many opportunities, but there are always regrets that slip away from the cracks in the hands. Can't blame everyone, but should reflect on yourself, is it not giving me a chance, or is it because I am not prepared enough? Opportunities are only for those who are prepared. Such regrets are not an example.
In general, the “Winning to the Future” Account Manager Training Class has given us a lot of touches: the leaders who are prepared to prepare for the previous work; the dedicated work, the passionate lecturers; the members who unite and work together for the collective honor; "Encouragement of love", "call of the dragon"; sincere praise, the strength of the team; and we are consistently full of passion... The training brings us a lot of inspiration, many things worthy of our insistence: a good attitude, A progressive heart, a positive attitude; foster team spirit, innovative spirit; rationally arrange time, establish a good concept of time; pay attention to details, strategically lift weights, tactical lifting and so on. Finally, I want to end this summary with a far-reaching story from the lecturer. In an environment like boiling water, I am willing to be a coffee bean, not a carrot or an egg. It gradually becomes fragile or indifferent in boiling water. It is not a stubborn insistence on self, but it is completely integrated with boiling water, although not In addition to the original form, it can exude a charming scent, and the fragrant taste is pleasant.
Make a happy coffee bean, make yourself in boiling water, and be more satisfied with others.

Part 3: Corporate Account Manager Training and Learning Experience

The company's account manager training experience is to improve the ability of the client manager to perform the job. On August 6, 2007, the provincial branch company department organized the third batch of customer performance training courses for the company's business line customer account manager. I have the honor to participate in this. In the three training sessions, in the three days of rich and rich training, I have gained a lot of benefits from CCB knowledge and work enthusiasm. Therefore, I am grateful for the learning opportunities provided by the superiors. For this study, I have the following experience:
First, CCB's business is very extensive. The general and branch companies have designed a lot of related financial products according to customer needs. However, many of our products in our daily work have not been developed, and they are limited to traditional businesses. So we should reflect on them. At a glance, whether the customer does not need it, or whether our knowledge is unskilled, not thought of for the customer, and so on. In short, there are a lot of good products, we all need to study hard. Only when we have deep knowledge of our business, can we better carry out customer marketing work, which is the bond to maintain good customers. Just like a building, the foundation is well played, then the superstructure will be stronger and easier to pull up. The business knowledge of the account manager is better than the foundation of the building. The better the underlying foundation and the better the business capability, the work is carried out. The faster the "acceleration" will be.
Second, we must learn all kinds of knowledge to do a good job of risk prevention. We have learned and watched many cases in this training. These cases have taught us to follow the rules. In fact, the general manager and branches have formulated relevant policies and regulations for many businesses. The system, after careful reading, will find that the general branch and the branch have already evaded some risk points, but because they do not learn these provisions, they cause risks. From this we can see that we should spend a lot of time paying attention to the issue of the superior bank, constantly accumulating knowledge, keeping abreast of current policies, and avoiding risks from the source.
Third, the economy is an important foundation of a country. As the center of the economy, finance workers need to open their horizons and pay attention to the policies and policies of the country's major policies, the economic situation, and various information in the international financial arena. In daily trivial matters, or just to send orders to customers, it can only be closed doors, the work done will be far from the actual development needs, or even deviate from the direction of development. In addition, understanding the economic knowledge of Juguan is also conducive to improving the quality of account managers, and providing account managers with more platforms to communicate with customers.
The fourth and third day of study time is very short. For a client manager, it is not enough to achieve systematic learning to achieve a qualitative leap. It is not enough to organize training by unit. More importantly, it is to form a learning consciousness and understand. The importance of continuous learning is not only the awareness required to be a good account manager, but also the higher requirement of being a human being. It applies to all walks of life in the whole society. The strategic vision of our CCB is to say: “Building a bank as a world-class commercial bank that provides the best service to its customers, creates maximum value for its shareholders, and provides its employees with the best development opportunities.” Learning can be realized as a foundation, so that it can not be abandoned by the times.

Part 4: Tobacco Account Manager Training and Learning Experience

I am participating in the recent training of account managers, and now I will talk about my own experience. After working for more than a year, I have been exposed to various retail customers. Some of them are old village cadres who have read some books and retired. Although sometimes their knowledge has not kept up with this era, their The social experience is very rich, and it communicates with such an old man. The atmosphere is like a spring breeze. Their character is elegant and strong, and they have their own unique insights into the supply and sales of cigarettes.
Many aspects are worth learning for our juniors. Think carefully, maybe ×××× as the southern ancestor of Confucius, how many generations of Confucian thoughts have scented the people here. As we all know, the long-standing Confucianism has a profound impact on China, East Asia and even the world. Its core ethics: "Benevolence, righteousness, courtesy, wisdom, faith, forgiveness, loyalty, filial piety, and sorrow" are still modern and contemporary in China. The basis of mainstream thinking. It's like a good wine on the altar, which is long-lasting and intriguing.
So, I think that as a tobacco person and a client manager, the study of Confucianism can enhance self-cultivation. If a client manager has professional knowledge and has Confucian core ethics as the foundation, he will improve the service customer. The quality must also be of great help, and the two can complement each other.
Ren: meaning fraternity, grand love, lover, this kind of fraternity is reflected in the service work of our account manager is to treat people with a fraternity, and to communicate with retail customers with a cheerful attitude, smile can be like a spring breeze, face The reasonable requirements for customers are not pushed forward, and they are completed in a timely and effective manner. No matter what kind of customers, we should put our own attitude first.
Righteousness: It is a very important aspect of Confucianism. It mainly emphasizes that people should pay attention to a rationality when doing things. In the ideological system, Confucianism does not exclude people's pursuit of their own interests, but emphasizes that their own interests should be based on "righteousness". . For example, in the current domestic dairy industry, the incorporation of trimeric hydrogen ammonia into dairy products and the incorporation of trimeric hydrogen ammonia into feeds are the unethical and unconformity of marketing. This is forgotten. In fact, the development of modern society pays more and more attention to people's livelihood and civil rights. All groups must realize the benefits on the basis of righteousness. Otherwise, profits will not last long and they will suffer. One of our "righteousness" is the industry's common values ​​of "the national interest is supreme, the consumer's interests are supreme" in our tobacco industry. Facing the true feelings, communication and value-added of retail customers, we are responsible for the public. For, grateful.
Ceremony: refers to the behavioral ethics of human beings. It is manifested in the social norms that are generally recognized by people and the moral norms of people's universal belief. Different regions have different consumption cultures, religious beliefs and business atmospheres. In the work of our account managers, we should follow these beliefs, consumer culture and business climate, rather than the same way of working for all retail customers, and should not violate the consumers for temporary benefits and achievements. And the behavioral ethics generally recognized by retail customers, this will be denied by the public, the damage will only be the work of our account managers themselves, and even harm the tobacco industry.
Wisdom: Expressing understanding, knowing, and wisdom in Confucianism refers to human behavioral norms. Performance in modern marketing is the human intelligence and skilled professional skills. Take the retail customer visit workflow as an example, from viewing the visit plan, collecting pre-visiting information for information, visiting on the spot, and then daily summary and work meetings. The whole process is full of the aura of "smart". It should be said that the good use of "smart" often has a multiplier effect on work, and the contradiction between supply and demand that retail customers can't avoid, can often be solved through wisdom.
Letter: It means that people are honest and have no words and deeds. A company, from the leadership to the ordinary employees must follow the principle of "speaking must do, the line must be fruitful", especially our account manager, must commit to the promises of retail customers, otherwise, do not promise. Once the promised things are not done, the damage will only be our own credibility, which will endanger the reputation of our tobacco company.
Forgiveness: Confucianism expresses the meaning of tolerance and forgiveness. Performance in the specific work is to have a heart. In daily work, for various reasons, our account managers will inevitably encounter retail customers who are unwilling to cooperate. Sometimes, retail customers will be more swearing when they feel that their own interests are damaged. This is often seen in our daily work. . But in the face of such a difficult customer, I feel that we need an inclusive mind. If you are a retail customer, you will have your own inner thoughts. Rather than "violent violence", this will only hurt both sides, and there will be no harm to the long-term development of the work.
Loyalty: If you want to stand up and stand up, you want to reach people. Confucius believes that loyalty is manifested in loyalty and honesty in dealing with people. In the present, it is to be loyal to their own units, to be loyal to their own collectives, not to do things that harm the overall interests of the group; to be loyal to their own positions, to persevere, to strive for the upper reaches, and to be good for the whole group. The collective development, the individual's work will naturally be affirmed, thus forming a virtuous circle of individuals and the whole, and at the same time realizing the personal life value.
Filial piety: As the saying goes, Baishan filial piety is the first. Filial piety is the foundation of being a man. It is the basic quality that everyone must possess in any case.
This requires us to have full respect for the industry's seniors, more advice, more communication, and as an account manager, we also need to show enough respect for the majority of retail customers in the work. Only by doing this can individuals be better integrated into the industry; only by doing so can they maintain a harmonious relationship with retail customers and facilitate their work.
In 1988, 75 Nobel laureates issued a joint declaration in Paris, calling: "In order to survive in the 21st century, the wisdom of Confucius must be taken two thousand years ago." These genius scientists are not necessarily right, but Chinese Confucianism As the core of Chinese traditional culture, culture can last for a thousand years. It must be his own reason. Of course, in the face of the development of modern society, we must also refine and reshape Confucianism to adapt to the times. I suddenly thought that in fact, the core of Confucianism and the spirit of "sincere and perfect" Zhejiang smoke, "integrity and transparency, dissemination of true feelings", is not the same as the road?

Part 5: The experience of the bank account manager training class

"Beyond the dream, win the future," this sentence is the team call of our second team, I will start from it. The three-day “Winning to the Future” Account Manager training class was over. Although it was not long, I felt very rewarded and encouraged. Through this training, I also feel very educated and have a lot of help and inspiration for my future work and study.
As an employee who is not too long, I am able to participate in this training. I am honored and accompanied by a little pressure. I have been in the silver department for two years and have a deep understanding and understanding of the job I have been doing. Through this client manager training, I have formed a deep knowledge framework for marketing and service in my brain. Enhance the concept and awareness of marketing services, learn more customer service skills, and have more confidence in their career goals.
The training time is compact, the content is novel and clear, and there are both theoretical guidance and experience. From the beginning of the training, I was infected by the atmosphere in the training. Every class, I will think: What should I do, how can I answer, I can get a few points. Every word and every question raised by the teacher, I have earnestly realized, so that I can get more. The whole training has benefited me a lot, and there are also a lot of experiences: First of all, team spirit is the deepest part of my experience. Before the training, all the students were divided into two groups of eight classes. One class was started. The team leader and the class leader were selected first. Each group also set the team name and team call and showed it. Every time in class, every class. Engraved, we are all gaining points through the wonderful performance of groups and individuals, and strive for the final victory for our team. In this process, everyone's team awareness is fully mobilized, all for their own team. Work hard. I am honored to have the trust of the team members to become the team leader, but what I feel more deeply is the pressure and responsibility on my shoulders. After a few days, the team members performed very well. I want to say to the team members. : You are the best. And I have seen my own deficiencies more, and I will work harder to improve myself in the future.
"There is no perfect individual, only a perfect team." Each of us has limited abilities. Only when we organically combine ourselves and fully develop ourselves and advance for a common goal can we do our best. In the usual work, the same is true. Without the spirit of teamwork, it is difficult to achieve an ideal work effect. Only through the collective strength and full play of team spirit can the work be done better and the work done better. We must Building a first-class team to create first-class benefits." Secondly, I feel that in the work, we must have a strong sense of customer service, serve customers from the perspective of customers, be based on customer standards, and have standards that exceed customer expectations, and fully consider customers. The demand, the urgency of the user, think of what the customer thinks, let the customer get a more satisfactory answer than expected, the only way to win more customers. In particular, pay attention to details and learn to use communication skills. Any small mistake can determine success or failure in an increasingly fierce competition.
Customers can leave us at any time and choose others.
Service is the key to success, and customer service is an important part of the product. Services and products are themselves important components of competitiveness. In today's increasingly fierce market competition, the difference in price and performance of bank products is becoming less and less obvious. To highlight the individualization of products, to start their own brand and win the favor of customers, the new and perfect customer service is The magic weapon we have won, the difference in customer service has formed a product difference, so customer service is crucial, we must use excellent service to win customers. Another point is, "The reasonable requirement is training, and the unreasonable requirement is to hone." In the training, we ask ourselves, and in the work, there are often some more or less reasonable or not. Reasonable things, we must maintain a positive attitude to deal with, with greater enthusiasm to face the challenges. Be careful to adjust your emotions. In the face of work stress, each difficulty should be regarded as a test, as an opportunity to re-emerge its own value. In each expectation of a new test opportunity, the value of oneself is increased, and the pressure is turned into a driving force for progress.
The three days are very short, and the three days are very long. I learned a lot during the three days of training, but I need to continue learning more. Marketing and service are an art that can never be learned. More awareness and skills require us to constantly sum up and practice in our work. Finally, I would like to say a word, I am very grateful for the opportunity of this training, I believe that in the future work, I will definitely do better.