1、Sales Manager Seminar课长培训2CarrefourTraining Objectives培训目标 To learn more about Carrefours mission and Sales Manager responsibilities.更多地了解家乐福的使命和课长的职责 To Learn how to better communicate with the team学习如何更好地与我的团队沟通. To learn how to better develop my team 学习如何更好地发展团队 To learn how to plan my work and m
2、anage my time 学习如何计划我的工作和管理我的时间3CarrefourUnderstanding Carrefours Mission and Sales Managers ResponsibilitiesCarrefours Mission &GoalsBusiness strategy &CapabilitiesPeople RequirementsRequirements of DepartmentHeadsBusiness knowledgeTechnical skillsCommunication skills People management & developmen
3、t skillsTime management and action planning skillsOthersCarrefour ConceptsFour PoliciesLocalizationTurnoverMarket shareEmployee NeedsHuman resources management strategy & practices4CarrefourUnderstanding Carrefours Mission and Sales Managers Responsibilities理解家乐福的使命和课长的职责家乐福的使命和目标经营策略和能力人员要求对于课长的要求商
4、业知识技术能力沟通能力 人员管理和发展能力时间管理和计划制定能力其它家乐福理念四大政策本地化营业额市场份额员工需求人力资源管理策略和操作5CarrefourMission of Carrefour家乐福的使命Our Mission我们的使命 Our People我们的员工 Our Resources我们的方法All our efforts are directed towards customer satisfaction. Our retailing activities seek to meet changing customer demands, in terms of product
5、selection and quality, at the most competitive prices我们尽一切努力最大程度地满足顾客的要求我们的零售行业通过选择商品，提供最佳品质及最低价格，以满足客户多变的要求 Highly-motivated associates are our main asset. Individual initiative and delegation of responsibilities are carried out in a spirit of solidarity and common interest.我们最主要的财产是士气高昂的员工. 每一个员工应
6、在团结奋斗及目标一致的基础上，充分发挥主动性及责任。Our business is based on simple, straightforward concepts. To remain competitive, we constantly adapt our resources to achieve optimal distribution efficiency.我们的理念简单而直接为了在竞争中取得优势，我们必须最大限度地使用资源使之发挥作用。6CarrefourOUR GOAL我们的目标 OUR VALUES|我们的价值We aim to be an international forc
7、e with a significant presence in each market. By constantly seeking to gain market share, we will strengthen the Groups independence and raise its value over the long term 我们的目标是成为一个国际性公司，并在每个市场中占有重要比例。通过市场占有率的扩大，我们将不断加强公司的独立性及增加公司长期的企业价值。 We aim to develop mutually beneficial synergies with all our
8、 business partner. We seek to adapt to the specific environment of each country where we operate and to serve as a benchmark in terms of business values wherever we are present.我们强调协调与合作伙伴之间的关系，增进双方共同的利益。我们要尽力融合各国特殊 的环境，成为同业间的楷模。家乐福的使命MISSION OF CARREFOUR7Carrefour我们的一切工作的核心是为了让顾客满意。Customer Satisfa
9、ction顾客满意All Our Efforts Must Be Directed Towards Customers Satisfaction.8CarrefourCarrefour Concepts家乐福的理念Customer Satisfaction First!顾客的满意为优先 v One stop shopping一次购足v Low price超低售价 v Free Parking免费停车v Self Service自助式服务v Freshness and Quality新鲜和品质9CarrefourCarrefour Four Policies家乐福四大政策Management L
10、evel管理层Assets 资产Merchandise 商品v All Equipment in good condition所有器材处于良好状态v Price价格v Clean干净v Full满v Listen to customers倾听客户需要v Competitors survey竞争调查Finance财务v Analysis of monthly Department bulletin 每月部门报告分析v React when disparities between budget and actual 当财政预算与实际开销出现不同时应作出反应v Check follow-up of
11、procedures 检查跟踪工作程序v Work on annual budget 制定年度财政预算v Get the best assortment 作出最好货品分类排列v get the best conditions 提供最好的条件v React to competitors price level 对竞争对手的价格作出反应v Check volume orders and sales quantities检查销售量v push for promotions 促销v Communication with negotiator 与谈判者交流人力资源v Know your staff 了解
12、员工v Train 培训v Communication 交流v Initiative & creative 主动性与创造性v Link between management team and my team 管理团队和我的团队之间的练习ResourceHuman10CarrefourMain Responsibilities of a Sales Manager课长的主要职责F Assets 资产FStore clean and full.保持卖场整洁，商品充足FGood implantation respecting the price range.根据不同价格档位，良好展示商品，FChec
13、k the cleanliness of the uniform of the staff.检查员工是否着装整洁FStorage well arranged.保持库存井井有条FListen to customers and react positively.倾听顾客意见，作出积极反应FHave a sales spirit.展现生意人的精神FDisplay with volume.保持充足的商品展示FRespect and make respecting the safety rules of fire fighting and hygiene regulations.遵守火灾和卫生等安全规章
14、制度FFollow competitors price level.关注竞争对手的价格水准FPropose equipment investment.提议购置新设备FFull respect of the regulation and law of China & Carrefours store procedures.完全遵守中国的法规和家乐福店的制度FHave a store spirit.展现家乐福店的精神Human 人员 FHelp the staff to have a commercial and professional attitude in any case.使员工在任何情况
15、下要表现出商业人士的职业态度FCommunicate stores information.传达有关家乐福店的信息FGive clear responsibilities to the staff.明确员工的工作职责FCheck weekly the punch card.每周检查工时卡FTrain your staff with a training plan根据培训计划培训员工FReact on the quality of the work of the staff.根据员工的工作质量作出反应FPlan and propose promotion.计划并推荐提升人员11Carrefour
16、Main Responsibilities of a Sales Manager课长的主要职责Merchandise 商品FFollow assortment (No shortage).保证品种 (没有缺货) FFacing and display reflecting the sales quantities.排面和展示要反映销售量FCheck stock cards.检查库存卡FStock level respecting the forecast.库存量反映预见的销售量FPlan promotional and seasonal events one month before.提前一个
17、月准备促销和季节性活动FGood communication with negotiators.跟谈判员保持良好沟通FInform the negotiators of your low sales items.向谈判员通报滞销的单品FFollow and anticipate the new market trends.遵循并预见市场走向FPropose new item to improve assortment according to customers demands.根据顾客的需求，提议新的单品，以改进品种搭配Finance 财务FFollow the procedures.遵守制
18、度FGood checking on the receiving and returning reports.认真检查收货和退货单FValid purchase report.对证采购单. FProvide exact financial documents.提供正确的财务报告FReach the forecast figures.完成预见的指标FPropose improvements to over the forecasted figures.提议超过指标的改进方法FWell control of all the lines of your department bulletin.全面控
19、制部门业绩表的各个方面12CarrefourThe Importance Of Managerial Skills管理层管理技能的重要性高层经理Top-Level Managers中层经理 Middle-Level Managers一线主管 Supervisors构思CONCEPTUAL人际交往 INTERPERSONAL技术 TECHNICAL 管理层管理技能Managerial LevelManagerial Skill13CarrefourThe Role Of Managers经理的角色Managing tasks 管理任务Leading people领导员工To make sure
20、work gets done and people get satisfied.确保工作得以圆满完成并且员工获得满足。14CarrefourRole Transition 1角色转换(一)Input投入Manager管理者Doer做事者Input投入Output产出Output产出15CarrefourRole Transition 2角色转换 (二) Input投入Controllers控制者Work Results工作结果Input投入Leader领导者Employee Satisfaction员工满意Work Results工作结果16CarrefourThe Roles Of An E
21、ffective Manager一个有效经理的角色A bridge between business goals and business results连接经营目标与经营结果的一座桥梁A bridge between employees and the top management连接员工和高层管理的一座桥梁A coach for employee development员工发展的指导者An initiator of continuous improvement持续不断改进的倡导者17Carrefour我的角色My Role上级Direct Reports下属Subordinates供应商及
22、客户Suppliers and Customers同级管理者Peers我I18CarrefourManagement Of My Team团队管理Management and Development of the Team团队管理和发展Communication with the Team团队沟通Self Management自我管理19CarrefourCommunication with the Team团队沟通Effective Communication Skills有效沟通技能v How to ask questions如何提问v How to listen如何倾听Building
23、relationships建立关系CommunicationSelfDevelopmentTeam Development20CarrefourThree Types Of Questions三种不同类型的问题CommunicationSelfDevelopmentTeam Development21CarrefourFunnel Model 漏斗模式Open Question开放式问题Probing Questions探究式问题Closed Questions封闭式问题CommunicationSelfDevelopmentTeam Development22CarrefourWhat Do
24、 You Listen For?你听什么？v Facts事实v Emotions情感v Relationship关系v Implied隐含CommunicationSelfDevelopmentTeam Development23CarrefourModel For Better Communication有效沟通模式障碍BarriersMessage Sent/Message Received发出信息/接收信息Message Sent发出信息 No Communication无沟通Partial Communication部分沟通Complete Communication完全沟通1.2.3
25、. Message Sent发出信息 Message Received接收信息Message Received接收信息24CarrefourGetting to Know Your Employees and the Communication Cycle 了解你的员工及沟通环Thought 想法Words & non-words 言语和非言语Transmission 传送Reception 接收Decoding 理解Feed back 反馈意见Sender 提供者Receiver接收者Barriers障碍Language语言Assumption假设Distraction干扰Experienc
26、e经验Emotion情绪CommunicationSelfDevelopmentTeam Development25CarrefourEffective Listening Skills有效的倾听技巧vParaphrasing Words意译语句vParaphrasing Feelings意译感情vReflecting复述vRedirecting引导CommunicationSelfDevelopmentTeam Development26Carrefourv Calms a Conflict or an Intensive Situation 缓和一场争执或一个紧张的局面 v Helps Y
27、ou Control Emotions and Build a Constructive Relationship有助于控制自己的情绪, 建立起良好的关系v Encourages Other People to Share Information 鼓励对方提供信息 Paraphrasing 1意译一CommunicationSelfDevelopmentTeam Development27Carrefourv Increases the Other Persons Trust in You加强对方对自己的信任感v Gives Others a Chance to Clarify or Expl
28、ain给对方一个澄清或解释的机会 v Helps Other People Clarify Their Own Thinking帮助对方澄清观点 v Emphasizes Important Points强调要点 Paraphrasing 2意译二CommunicationSelfDevelopmentTeam Development28CarrefourExamples Of Paraphrasing and Reflecting意译和复述实例vIt sounds like what you are saying is that you dont want to take over the
29、task.听起来你的意思好象是说你不想接受这项任务。vWhat Im hearing is 我的理解是.vYou are feeling really frustrated about work.工作确实让你感到沮丧。vIt sounds like something is bothering you.听上去好象什么事困挠着你CommunicationSelfDevelopmentTeam Development29CarrefourReflecting and Redirecting引导A Tool for Guiding the Content of Information Exchang
30、e:主导信息交流内容的一个有效工具Active Listening + An Open (probing) Question积极倾听 + 开放式（探究式）问题30CarrefourQuestions For Directing可以用来引导对方的问题Ask “How.”, not “Why. ”问如何.，而非为何. How are you going to change the situation?你希望如何去改变现状呢?How shall I improve in order to get the deal?如何改进才能谈成这笔生意?How could we get these even be
31、tter?我们怎样才能使这些更完善?31CarrefourExamples Of Directing引导实例After paraphrasing, asking another question. For example:在意译完对方所讲的话之后，再提一个问题。如：vJust now you mentioned that one big challenge in management is motivation. Would you please tell me how do you motivate your employees?刚才您提到管理中的一个较大的挑战就是激励员工，那么您是如何调动
32、员工的积极性的呢？32CarrefourVerbal and Nonverbal Signals 言语和非言语信号 v Making Sounds Like: Ah., Mmm., etc.适当使用鼓励性词语，如：啊.、呃.等v Saying: Go on, Tell me more, etc.说：请说下去，请再详细地谈谈等v Repeating Key Points on Words重复关键词语v Paraphrasing, Reflecting & Directing进行事实复述、感情意译和引导 CommunicationSelfDevelopmentTeam Development33C
33、arrefourTriads Role Play Recording List三人角色扮演记录单34CarrefourBuilding Relationship 培养关系v Establish your credibility树立你的威信v Develop mutual trust培养相互的信任v Respect your team尊重你的团队CommunicationSelfDevelopmentTeam Development35CarrefourHow to take over your position as Sales Manager如何树立课长的威信v Individual mee
34、ting with your team members给每个团队成员单独见个面v Use tools to help you manage利用工具来帮助你来管理v Be strong and energetic表现坚强、充满活力 v Always be in charge, never lose control永远掌握主导权，决不可失去控制v Always be aware of what your team is doing时时了解你的团队在做什么v Do it from the very beginning, do not wait一开始就做起来，不可等待CommunicationSelf
35、DevelopmentTeam Development36CarrefourMeeting Team Members Individually单独会见团队成员CommunicationSelfDevelopmentTeam DevelopmentIntroduce each other相互介绍Communicate your expectation表达你的期望Lead the meeting主导谈话Listen to him/her注意倾听37CarrefourExercises: How Well Do You Know Your Colleague? Asking Questions 练习
36、：你对员工了解多少？ 提问How Long Has He/She Been Married? 我或他是否已婚? 是否有小孩?If Not, Does He/She Have a Fiance? 如果未婚，我或他是否有对象？What Food Does He/She Like Best? 我和他各自最喜欢吃什么？What Hobbies Does He/She Have? 我和他各自有什么兴趣爱好？What is His/Her Education and working Background? 我和他各自教育 和工作背景如何？What is the Most Important Challen
37、ge in Your Work? 工作中你最大的挑战是什么？CommunicationSelfDevelopmentTeam Development38CarrefourDevelop Mutual Trust 培养相互信任关系vFairness公平 vHonesty诚实vOpenness 开放vAccessibility平易近人CommunicationSelfDevelopmentTeam Development39CarrefourTo Respect My TeamTo Respect My Team Means To Spend Time With ThemTo Respect Me
38、ans To Communicate With My Team ThroughvGood MorningvBriefingvMeetingvTrainingvVisit To The Shelves To Respect Means To Listen To My TeamCommunicationSelfDevelopmentTeam DevelopmentvTalk About CompetitorsvNew Products, New CollectionsvDepartment BulletinvProceduresv.40Carrefour尊敬你的团队尊重意味着花一些时间和团队成员在
39、一起尊重意味着通过下列方式进行交流v 问 早上好v 简要介绍v 会议v 培训v 参观他的货架尊重意味着要进行倾听CommunicationSelfDevelopmentTeam Developmentv 谈它其他竞争对手v 新产品,新展示v 课绩效v 程序v .41CarrefourManage and Develop My Team 管理和发展团队v Understand where your employees are: To Know Graph andSkill inventoryv 知道你的员工工作能力如何：了解图和技能储备图v Three general methods to de
40、velop team members:发展员工的三种基本方式:vTask Assignment Skills委派任务的技能vCoaching and Feedback Skills指导和反馈技能vTeamwork and Motivation团队合作和激励CommunicationSelfDevelopmentTeam Development42CarrefourUnderstand Where Your Employees Are 明白员工的能力水平Synergy协作性Antagonism对立性Required Level要求的水准Creativity创造性Responsibilities职
41、责ABCDA is a new employee是新员工B has reached required level达到了要求的水准C is very skilled是有经验、熟练的员工D is low at skills but has a negative attitude是技能差、态度又消极CommunicationSelfDevelopmentTeam Development43CarrefourThree General Methods to Manage三种管理方式Method 3: Cooperation & Participation Delegation; Control方式 3
42、 ：合作参与 委派、控制Method 2 :NegotiableCommunication方式 2： 可协商交流Method 1 : Not NegotiableTraining方式 1 : 不可协商 培训Synergy协作性Antagonism对立性Required Level要求的水准Creativity创造性Responsibilities职责ABCDCommunicationSelfDevelopmentTeam Development44CarrefourSkill Inventory 技能储备1=Can Perform Well 1=做的很好 2=Can Perform 2=可以做
43、 3=Needs to Learn 3= 需要学习改进CommunicationSelfDevelopmentTeam Development45CarrefourWhat Can You Know from the Skill Inventory技能储备图能告诉你什么vWho is generally strong?谁的能力比较强vWho is generally weak?谁的能力比较弱vWhere my team is strong?我的团队强在何处vWhere my team is weak?我的团队弱在何处？v How to solve the problem如何加强v Cross
44、training and backup building交叉培训、人才备份CommunicationSelfDevelopmentTeam Development46CarrefourCross-Training and Backup Building交叉培训、人才备份v Have one employee train another what he/she is strong at让一个某方面比较强的员工教另一个这方面比较弱的员工v Be aware of the seniority (face) issue注意资历和面子问题v Make sure tasks get done first
45、and then consider training of employees首先考虑任务得以完成，然后是员工的培养CommunicationSelfDevelopmentTeam Development47CarrefourHow to Manage My Team如何管理团队Content内容To Know 了解To Respect尊重To Anticipate预见To Motivate 激励To Reprimand批评To Fire开除48CarrefourGive clear objectivesTo ReprimandImmediately point out the wrong-d
46、oings and to correctv Without weaknessv Without hesitationWhy reprimand?If it is reachedCongratulateGive new objectivesPromotionIf it is not reachedCorrectGo back to the former objectives Stand-byCommunicationSelfDevelopmentTeam Development49Carrefour提出明确的目标批评立即指出其不恰当之处并予以纠正v 没有缺点v 毫不犹豫 为什么要提出批评?如果实
47、现了祝贺 提出新的目标再创佳绩如果没有实现批评改正回到先前的目标继续CommunicationSelfDevelopmentTeam Development50CarrefourTo Fire开除v To Push Our Team To A Higher Level Of Professional Skill. 促使我们团队达到更高的专业技能水平 v Those Who Dont Want To Follow, We Have To Sanctions. We Have To Consider, If Necessary The Company Policies 对于那些不想合作的成员，我们
48、就必须根据公司政策，在必要时考虑予以解雇。Otherwise The Other Good Members Of My Team Will Not Understand否则其他优秀的团队成员就会不理解CommunicationSelfDevelopmentTeam Development51CarrefourAssigning Tasks委派任务1.Analyze the Task 分析任务2.Analyze Your Employees分析员工3.Consider Your Task Goals & Objectives考虑任务的总体目标和具体目标4.Consider Your Employ
49、ee Development Goals & Objectives考虑培养员工的总体目标和具体目标5.Find an Appropriate Balance Point and Assign the Task找到适当的平衡点来委派任务 52CarrefourAre You Task Oriented or Relationship Oriented? 你是以工作任务为导向还是以关系为导向Task Oriented以工作任务为导向 Relationship Oriented以关系为导向53CarrefourPeople & Tasks Considerations有关人与任务的考虑Tasks任务
50、People (Relationship)人 (关系)Importance重要性Technical Maturity技术成熟度Urgency紧急性Work Expectation工作期望Technical issue技术性Who did it before谁以前做过Routine事务性Who has the skill谁具备技能但未做过Difficulty难度Who may do it after training经培训或指导后能做Knowledge required需什么知识54CarrefourAssigning Tasks委派任务 People and Task Consideratio
