万科_销售接待流程各个环节的不同客户的KANO模型图.ppt

销售接待流程各个环节的不同客户的KANO模型图 电话接听环节所有客户类型的客户需求 电话接听环节内部业务类型的客户需求 停车接待环节有车客户类型的客户需求 停车接待环节内部业务类型的客户需求 接待岗环节所有客户/内部业务类型的客户需求 销售讲解环节所有客户类型的客户需求 销售讲解环节内部业务类型的客户需求 来访客户信息登记环节所有客户类型的客户需求 来访客户信息登记环节内部业务类型的客户需求 电瓶车接送环节所有客户类型的客户需求 参观样板房环节所有客户类型的客户需求 参观样板房环节精装修客户类型的客户需求 参观样板房环节内部业务类型的客户需求 沟通洽谈环节所有客户类型的客户需求 沟通洽谈环节有购房意向客户类型的客户需求 沟通洽谈环节内部业务类型的客户需求 签订认购书环节认购客户类型的客户需求 签订认购书环节内部业务类型的客户需求 客户送别环节所有客户类型的客户需求 举例说明：参加论坛的同学的需求。 旅行期间的住宿 富有吸引力的因素(令人兴奋的) 巧克力和折叠被 必须达到的因素(要求) 热水 真正的床 电话 一元因素 健身设备 早餐服务 无关紧要的因素 自助洗衣店 相反因素 陈旧的外观 可疑因素 Delighters The upward arching curve indicates the situation in which the customer is more satisfied when the product/service is more functional, but not less satisfied when the product/service is less functional. For instance, having 15 options for fading on a camcorder could increase customer satisfaction for all buyers, but a lack of all 15 options would likely not lead to dissatisfaction for a majority of buyers. Similarly, discovering some “cool” features in Microsoft Office would increase customer satisfaction, but only at a point when they were ready for them. Customers can be indifferent to a requirement or not like the requirement at all. 举例说明：参加论坛的同学的需求。 旅行期间的住宿 富有吸引力的因素(令人兴奋的) 巧克力和折叠被 必须达到的因素(要求) 热水 真正的床 电话 一元因素 健身设备 早餐服务 无关紧要的因素 自助洗衣店 相反因素 陈旧的外观 可疑因素 Delighters The upward arching curve indicates the situation in which the customer is more satisfied when the product/service is more functional, but not less satisfied when the product/service is less functional. For instance, having 15 options for fading on a camcorder could increase customer satisfaction for all buyers, but a lack of all 15 options would likely not lead to dissatisfaction for a majority of buyers. Similarly, discovering some “cool” features in Microsoft Office would increase customer satisfaction, but only at a point when they were ready for them. Customers can be indifferent to a requirement or not like the requirement at all. 举例说明：参加论坛的同学的需求。 旅行期间的住宿 富有吸引力的因素(令人