Innovative Management

ANO VPO
"REGIONAL FINANCIAL AND ECONOMIC INSTITUTE"



















CONTROL PRACTICE on the academic discipline

Kursk

"INNOVATIVE MANAGEMENT"

PRACTICE N1

As you complete this benchmarking workshop, you will create several DIY Tools to Improve Service in a Virtual Enterprise with your own hands. And in this task we will focus on the first of them.
So, imagine that you have a kind of business, and it depends on a large number of people.
Sellers are key employees in it. Provide them with a guide to help them better serve their customers. Create a table according to our sample (see below), fill in the filled-in cells of the "Description" column based on what you read in the course.

MANUAL FOR SELLERS

Actions Description
LOG
Give the buyer time to look around
Smile
Greeting
Start dating
Collect information about client needs
PURCHASE
Suggest the best solution to the client's problem
Solve the problem comprehensively
Criticism
ADDITIONAL SERVICES
Pre-sale preparation
Delivery
Surprise the customer with exceptional service
PARTING
Transfer the buyer to the next employee (cashier, packer, loader)
Offer long term cooperation
Say goodbye to the buyer

PRACTICE N2

Suppose you are the owner of the Motors car dealership. Your showroom has a Service Department. Department employees communicate with clients by phone. It is very important that this communication is cultural and informative. Create a Talk on the Phone tool for them by filling in the colored cells in the Phrase Option column. You will need the following information: the dates of your visit to the Center - 15.07, 18.08, the cost of the upcoming work - 25 rubles, the duration of the work - 000 hours, the address of the Center is st. Lomonosov, 3.

MANUAL "TALK ON THE PHONE" CUSTOMER SERVICE DEPARTMENT OF AUTOCENTER "MOTORS"

ACTION INFORMATION OPTION PHRASES
Reply Within 3 rings
Name Department / Position
Say hello
Introduce Name
Find out the client's name, full name
Find out Car Model
Find out Year of car production
Find out the contact phone number of the client
Find out the upcoming scope of work
Find out if additional work is needed
Suggest Multiple Dates to Visit the Center
Announce the cost of upcoming work
Announce Duration of upcoming works
Clarify if the client knows how to get to the Center Tell us where the Center is located and how to get there
Remind about the necessary documents (passport, vehicle registration certificate, etc.)
Confirm the date and time of the client's arrival at the Center
Thank you for choosing the Center

PRACTICE N3

Let you be a good entrepreneur. You care about your clients and do not be lazy to write them a couple of lines of thanks. It is very important not only to send the letter, but also to write it in such a way that the client would be pleased to read it. Create a writing guide by filling in the filled cells. To fill in, you will need the following information: the client - Maria Ivanovna, the seller who served - Roman Pavlov, the purchase was made on Thursday, the car "Lada Kalina" was bought, you are the General Director Vera Pavlovna.


GUIDE TO LETTERING

THANK YOU LETTER

description design option
PREPARATION OF THE TEXT
In whose name should the letter be written?
Address By first name, patronymic or first name, depending on age (information from the database)
Acknowledgments Thank you for your last visit
Information about personal purchases We indicate a specific purchase (name, manufacturer)
Continuation of cooperation Personal hope for continued cooperation is expressed, indicating the name of the seller who served
The proximity of the management The head of the store is personally interested in cooperation with the client and solving all his issues
Parting Warmth