JP5449090B2 - Sales activity support system, communication terminal, sales activity support method, and computer program - Google Patents

Description

  The present invention relates to a sales activity support system, a communication terminal, a sales activity support method, and a computer program.

  When selling financial products, sales representatives need to explain important matters to customers. Therefore, in order to confirm whether or not the sales representative has made the necessary explanation, a technique for managing the history of sales activities with an online server has been proposed (Patent Document 1).

JP 2003-50903 A

  In the conventional technique, whether or not an important matter has been explained to a customer is registered in a server by a manual operation of a person in charge, so that a human error may occur and reliability is low.

  In addition, depending on the product, etc., it is necessary to explain to the customer according to a predetermined order. Conventionally, the order of explanation is left to the salesperson, and the order of explanation by the salesperson is automatically set. Can not be managed.

  Accordingly, an object of the present invention is to provide a sales support system and a communication terminal capable of automatically determining and managing whether or not a document is explained according to a predetermined procedure and improving the reliability of sales management. Another object is to provide a sales activity support method and a computer program. Further objects of the present invention will become clear from the description of the embodiments described later.

  In order to solve the above problems, a sales support system according to one aspect of the present invention is a sales support system including a sales support server and a communication terminal connected to the sales support server via a communication network. The support server manages an electronic document stored in the communication terminal and an explanatory procedure management table indicating an explanatory procedure of the electronic document. The communication terminal displays a display unit that displays the electronic document on the terminal screen, and a user operation inputs A voice detection unit that detects external voice and outputs voice data, an electronic document, an explanation procedure management table, voice data output from the voice detection unit, and a user operation input to the input unit The electronic document displayed on the storage unit and the display unit are stored according to a predetermined procedure defined in the explanatory procedure management table. Is determined based on the electronic document displayed on the display unit, the user operation and the voice data, and if the electronic document is not described according to a predetermined procedure, a determination unit that outputs a warning; Is provided.

  In the second aspect, in the first aspect, predetermined audio data indicating customer approval is stored in the storage unit in advance, and the determination unit detects the electronic document according to a predetermined procedure when the predetermined audio data is detected. If the predetermined audio data is not detected, it is determined that the electronic document is not described according to a predetermined procedure.

  In the third aspect, in the second aspect, even when predetermined audio data is detected, the determination unit determines that the electronic document follows a predetermined procedure if the display time of the electronic document is less than a predetermined time set in advance. It is determined that it is not explained.

  In the fourth aspect, in the third aspect, the determination unit determines whether or not the voice data detected by the voice detection unit includes a predetermined prohibited expression, and when the predetermined prohibited expression is included. Issues a warning.

  In a fifth aspect, in the first aspect, the user operation includes a user manual operation on the electronic document displayed on the display unit, and is provided in the storage unit to associate the manual operation with the electronic document. And an activity history management table to be stored, and a search unit that searches the activity history management table based on a manual operation input to the input unit and detects an electronic document associated with the matching manual operation.

  In the sixth aspect, in any one of the first to fifth aspects, the sales support server determines a customer type, and provides advice data corresponding to the determined type by the communication terminal or the same user as the communication terminal. Send to any of the other communication terminals used.

  The present invention can also be understood as a communication terminal connected to a sales support server, a sales activity support method using a sales support server and a communication terminal, or a computer program. The computer program can be distributed or distributed via a communication medium or a recording medium. Combinations other than the combinations of the above aspects are also included in the scope of the present invention.

FIG. 1 is an overall view of a sales support system. FIG. 2 is a hardware configuration diagram of a communication terminal held by a sales representative. FIG. 3 is a hardware configuration diagram of the sales support server. FIG. 4 is an explanatory diagram schematically showing a mechanism for supporting sales activities for a plurality of companies on one common base. FIG. 5 shows an example of the sales activity history management table. FIG. 6 shows an example of a document management table. FIG. 7 shows an example of a location management table and a customer management table. FIG. 8 shows an example of the operation management table. FIG. 9 shows an example of a person-in-charge management table. FIG. 10 shows an example of the explanation procedure management table. FIG. 11 is an explanatory diagram showing the overall flow of the sales support system. FIG. 12 is an explanatory diagram showing a flow of managing documents and the like. FIG. 13 is a flowchart showing processing when the communication terminal is activated. FIG. 14 is a flowchart showing a process of searching for manual operation on the screen using a search key. FIG. 15 shows an example of a screen when searching based on a manual operation. FIG. 16 is a flowchart showing a process for automatically searching a sales activity history. FIG. 17 is a flowchart showing a process for monitoring the explanation procedure. FIG. 18 is a flowchart showing a process for monitoring prohibited words. FIG. 19 is a flowchart showing a process for classifying customer types. FIG. 20 is an explanatory diagram showing the relationship between the customer type classification table and the customer management table. FIG. 21 is an example of a table for managing advice by customer type. FIG. 22 is a flowchart of the advice process.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. In this embodiment, as described below, the sales support server centrally manages the electronic documents in the communication terminal, and the sales representative (hereinafter also referred to as the person in charge) communicates with the electronic document stored therein. Hold a terminal and start a business meeting with a customer. The communication terminal determines whether or not the electronic document is described according to a predetermined procedure based on the electronic document, the user operation, and the voice data, and outputs a warning if the electronic document is not described according to the predetermined procedure. Therefore, in the present embodiment, it is possible to automatically determine and manage whether or not it has been described according to a predetermined procedure.

  A first embodiment will be described with reference to FIGS. FIG. 1 schematically shows the overall configuration of the sales support system. The sales support system includes, for example, a main communication terminal 1, a sub communication terminal 2, and a sales support server 3 that can be connected to a core system 4 such as a securities company. In FIG. 1, one communication terminal 1 and two communication terminals 1 and 2 are shown for convenience, but the communication terminals 1 and 2 are prepared for each person in charge.

  The main communication terminal 1 and the sub terminal 2 are possessed by the person in charge. The main communication terminal 1 can be used by both personnel and customers. The main communication terminal 1 is used, for example, for performing a test for diagnosing a customer, providing information about a product, etc. to the customer, explaining the product to the customer, and the like. The sub terminal 2 is mainly used by a person in charge. The sub-terminal 2 is used, for example, for giving instructions or warnings to the person in charge, displaying advice to the person in charge, and the like.

  Due to the difference in roles as described above, the main communication terminal 1 can be called, for example, “sales communication terminal” or “first communication terminal”, and the sub communication terminal 2 can be called “communication for person in charge”, for example. It can be called a “terminal” or a “second communication terminal”. The sub-communication terminal 2 may be abolished and the main communication terminal 1 may be used to give instructions or warnings to the person in charge. A hardware configuration example of the communication terminal will be described later again.

  The sales support server 3 is a computer for supporting sales activities using the communication terminals 1 and 2. The sales support server 3 is connected to the communication terminals 1 and 2 via a wide-area communication network 5 such as the Internet and a wireless communication facility 6. The wireless communication facility 6 is configured as, for example, a mobile phone base station for using a mobile phone communication network and / or a public wireless LAN (Local Area Network).

  Further, the sales support server 3 is also connected to a backbone system 4 such as a securities company via a communication network 5. The sales support server 3 provides a base for supporting the activities of each sales person for each company, as will be described later. The sales support server 3 manages an electronic document (hereinafter also referred to as a document) and an application program (hereinafter also referred to as an application) for each company.

  FIG. 2 shows a hardware configuration example of the communication terminal 1. The main communication terminal 1 is configured as, for example, a tablet-type, slate-type, or notebook-type personal computer. In this embodiment, a communication terminal capable of giving an instruction to a computer by operating a screen with a fingertip or the like will be described as an example.

  The main communication terminal 1 includes, for example, a user interface unit 10, a microprocessor 11, a memory 12, an auxiliary storage device 13, a speaker 14, a microphone 15, a posture detection sensor 16, and a GPS (Global Positioning System) reception. A circuit 17, a communication circuit 18, and a communication interface 19 are provided.

  The user interface unit 10 includes a display unit 10A for presenting information to a user (person in charge or customer or both) and an input unit 10B for receiving input from the user. The user interface unit 10 may be configured by integrating the display unit 10A and the input unit 10B, such as a touch panel, or may separately configure the display unit 10A and the input unit 10B.

  A microprocessor (CPU: Central Processing Unit) 11 reads an operating system and a computer program stored in the auxiliary storage device 13, expands them in the memory 12, and executes them. When the microprocessor 11 executes a predetermined computer program, each function described later is realized.

  The memory 12 includes, for example, a RAM (Random Access Memory) and a ROM (Read Only Memory). The auxiliary storage device 13 is composed of, for example, a flash memory device or a hard disk device. The auxiliary storage device 13 stores, for example, various computer programs 131, various tables 132, and documents 133.

  The main communication terminal 1 includes a speaker 14 and a microphone 15 and can record a voice uttered by a user as voice data. The audio data is stored in the auxiliary storage device 13.

  The posture detection sensor 16 detects the posture and the like of the main communication terminal 1. As the posture detection sensor 16, for example, an acceleration sensor and / or a gyro sensor or the like is used. The GPS receiving circuit 17 is a circuit for receiving a radio wave transmitted from a GPS satellite or the like and detecting the position of the main communication terminal 1. The attitude detection sensor 16 may be omitted.

  The communication circuit 18 is a circuit for communicating with the sales support server 3 or the web server using a mobile phone communication network. A communication interface (in the figure, the interface is abbreviated as I / F) 19 is a circuit for connecting to a public wireless LAN. In addition, it is good also as a structure which the main communication terminal 1 connects to the communication network 5 using the signal etc. which are not only restricted to an electromagnetic wave but superimposed on an infrared ray or a power line.

  The sub communication terminal 2 can be configured similarly to the main communication terminal 1. The sub communication terminal 2 may be configured to have the same function and the same shape as the main communication terminal 1, or may be formed in a shape different from the main communication terminal 1. The sub-communication terminal 2 only needs to have a function for communicating with the sales support server 3, a function for performing information processing, and a user interface. Accordingly, further explanation of the sub-communication terminal 2 is omitted, but a so-called person skilled in the art can easily understand the configuration of the sub-communication terminal 2 as long as necessary to implement the present invention. The main communication terminal 1 and the sub communication terminal 2 may be configured to exchange information by short-range wireless communication using radio waves or infrared rays.

  The hardware configuration of the sales support server 3 will be described with reference to FIG. The sales support server 3 is configured as a so-called open server computer. Although shown as one computer in FIG. 3, the sales support server 3 may be configured by connecting a plurality of computers.

  The sales support server 3 includes, for example, a microprocessor 30, a memory 31, an auxiliary storage device 32, a communication interface 33 for operation, and a communication interface 34 for terminal management.

  The auxiliary storage device 32 includes a flash memory device or a hard disk device, and stores various computer programs 321, various tables 322, and documents 323.

  At least a part of the table 322 stored in the sales support server 3 and at least a part of the documents 323 are stored in the main communication terminal 1. That is, the main communication terminal 1 stores only the necessary table 132 and document 133 in the auxiliary storage device 13 among the table 322 and the document 323 managed by the sales support server 3.

  The operation communication interface 33 is connected to the management terminal 7. The manager of the sales support system accesses the sales support server 3 via the management terminal 7 and manages the sales support server 3. The communication interface 34 for terminal management is connected to the communication terminals 1 and 2 via the communication network 5.

  FIG. 4 shows an overview of services provided from the sales support server 3 to each securities company. The sales support server 3 of this embodiment provides a service for supporting sales activities to a plurality of companies.

  The sales support server 3 includes service providing units 310A and 310B for each company that receives the sales support service, and a common base 300 common to the service providing units 310A and 310B. The service providing units 310A and 310B of each company communicate with communication terminals 1A and 1B owned by persons in charge of each company.

  That is, the service providing unit 310A for the A securities company communicates with the communication terminal 1A possessed by each person in charge of the A securities company (including the sub communication terminal when the sub communication terminal 2 is present, and so on). The service providing unit 310B for the B securities company communicates with the communication terminal 1B possessed by each person in charge of the B securities company. Since each service providing unit 310A, 310B performs user authentication, the communication terminal 1A of the A securities company cannot communicate with the service providing unit 310B for the B securities company, and similarly, the communication terminal 1B of the B securities company Communication with the service provider 310A for the securities company A is not possible.

  The common base 300 is common to companies that receive the sales support service. The common base 300 has a function 323C for managing documents 323. The document management function 323C communicates with the core systems 4A and 4B of each company and centrally manages documents distributed to the sales staff of each company.

  On the common base 300, service providing units 310A and 310B for each company are provided. Each service providing unit 310A, 310B includes an application and a document for each company.

  For example, the service provider 310A for the A securities company includes an application 323AA, a document 323DA, and various tables 322A. Similarly, the service providing unit 310B for the securities company B includes an application 323AB, a document 323DB, and various tables 322B.

  In this embodiment, the electronic document may be divided into a normal document 323D and an application 323A. The normal document 323D is, for example, a web page, a document created with a page description language, a document created with document creation software, spreadsheet software, or the like. The application 323A is, for example, a diagnostic test for grasping customer characteristics, an information providing application for displaying or searching stock market conditions, an application for predicting asset management results, and the like. Hereinafter, unless otherwise specified, they are referred to as “documents”, “documents”, and the like.

  By linking the core systems 4A and 4B and the common infrastructure 300, documents used in each company (including 323D and 323A, and so on) can be automatically updated. For example, when the interest rate of a financial product is changed, the description in the catalog related to the financial product is updated to the latest interest rate.

  The service providing units 310A and 310B for each company manage so that the latest documents are stored in the communication terminals 1A and 1B of each company. If an old version of the document is required, it can be transferred to the communication terminals 1A and 1B.

  Next, configuration examples of various tables used in the sales support system of this embodiment will be described. The table configuration described below is merely an example, and it is not necessary to provide all the items (columns) shown in the figure. A person skilled in the art can divide one table into a plurality of tables or add other items other than the illustrated items as management targets.

  FIG. 5 is an example of a table T10 for managing a sales activity history. The sales activity history management table T10 includes, for example, a person-in-charge ID (identifier) column C10, a document ID column C11, a position information column C12, an operation ID column C13, a time information column C14, and a voice data ID column C15. And a character data column C16. The same applies to the following description, but the sales support server 3 manages the sales activity history of all persons in charge. The communication terminal 1 possessed by each person in charge stores a table relating to his / her business activity history. However, for example, a person in charge in a managerial position can store sales activity histories of a plurality of persons in his communication terminal 1. Or it is good also as a structure which can memorize | store the table which shows the sales activity history of each person in charge who belongs to the same group in the own communication terminal 1. FIG.

  In the person-in-charge ID column C10, an identifier for identifying each person in charge is stored. The document ID column C11 stores an identifier for identifying each document. In the position information column C12, position information indicating the location where the document is used is stored. The operation ID column C13 stores an identifier for identifying a user operation on the document. The time information column C14 stores the time when the user operation is performed on the document. The audio data ID column C15 stores an identifier indicating the storage location of audio data recorded when the document is used. In the character data column C16, when the user operation on the document is a character input operation, the input character data is stored.

  FIG. 6 shows an example of a table T20 for managing documents. The sales support server 3 manages information on all documents. The communication terminal 1 possessed by each person in charge stores information relating to the document stored in the communication terminal 1. In addition, the structure which can register the information regarding the document which is not memorize | stored in the communication terminal 1 in the table T20 in the communication terminal 1 may be sufficient. The document management table T20 includes, for example, a document ID column C20, a name column C21, a type column C22, a version number column C23, an update time column C24, and a responsible person column C25.

  The document ID column C20 stores document identifiers. The name column C21 stores the name of the document. The type column C22 stores document types (such as instructions, catalogs, books, and applications). The version number column C23 stores a number indicating the document version. The latest update time of the document is stored in the update time column C24. The name or employee ID of the person in charge of document management is stored in the person in charge column C25.

  FIG. 7 shows a table T30 for managing positions and a table T40 for managing customers. The sales support server 3 holds a location management table T30 and a customer management table T40 for all customers. The communication terminal 1 possessed by each person in charge stores only the portion related to that person in charge. In addition, it is good also as a structure which can memorize | store the information (T30, T40) regarding customers other than a charge customer in the own communication terminal 1. FIG.

  The location management table T30 includes, for example, a location information column C30, a location type column C31, and a customer ID column C32. The position information column C30 stores customer position information (for example, information indicating the position of the customer's home, work place, villa, etc.). In the place type column C31, the type of place specified by the position information is stored. The customer ID column C32 stores an identifier for identifying a customer.

  The customer management table T40 includes, for example, a customer ID column C40, a customer name column C41, an address column C42, a confirmation voice data storage destination column C43, and a person in charge ID column C44. The customer ID column C40 stores a customer identifier. The customer name column C41 stores the name of the customer. In the address column C42, for example, the customer's address, contact telephone number, and e-mail address are stored. The confirmation voice data storage destination column C43 stores an address indicating the storage destination of the confirmation voice data. The person-in-charge ID column C44 stores an identifier for identifying the person in charge of the customer.

  The audio data for confirmation will be described. The confirmation voice data is customer voice data indicating confirmation or approval by the customer. When a customer utters a predetermined sound toward the microphone 15 of the communication terminal 1, the sound is recorded as confirmation sound data. The confirmation voice data can be created according to various methods. For example, the name of the customer can be all or part of the voice data for confirmation, such as “Taro Tokkyo”, “Yes, I understand Taro Tokkyo”. Alternatively, the customer's account number may be all or part of the confirmation voice data, such as “Investment Trust Account 123”, “Normal Saving Account 789”, and the like. Or words such as “flower”, “home run”, etc., which are freely selected by the customer can be all or part of the confirmation voice data.

  In addition, the customer management table T40 can be provided with columns for managing, for example, customer occupations, titles, family structures, hobbies, income, and the like.

  FIG. 8 shows a table T50 for managing user operations. The user operation management table T50 includes, for example, an operation ID column C50 and an operation type column C51. The operation ID column C50 stores an identifier for identifying a user operation. The type of user operation is stored in the operation type column C51.

  In this embodiment, for example, tap, double tap, drag, flick, pinch out (also called pinch open), pinch in (or pinch close) are used as user operations.

  A tap is an operation of tapping the screen with a fingertip. Double tap is an operation of repeating the tap twice. Dragging is an operation of moving the fingertip while it is on the screen. A flick is an operation of quickly moving a fingertip on the screen to scroll the screen. The pinch out is an operation of moving the two fingertips placed on the screen so as to expand the screen display. Pinch-in is an operation of moving the two fingertips placed on the screen so as to reduce the screen display.

  FIG. 9 shows an example of a table T60 for managing the person in charge. The person-in-charge management table T60 includes, for example, a person-in-charge ID field C60, a person-in-charge name field C61, a job title field C62, an affiliation ID field C63, and an authentication operation field C64.

  In the person-in-charge ID column C60, an identifier for identifying the person in charge is stored. The name of the person in charge is stored in the person-in-charge column C61. The title column C62 stores the title (or authority) of the person in charge. The affiliation ID column C63 stores an identifier for identifying the branch or department to which the person in charge belongs. In the operation column for authentication C64, the operation content input when the person in charge uses the communication terminal 1 is stored.

  In the present embodiment, the user can input information or give an instruction by tracing or tapping the screen of the communication terminal 1 with a fingertip. Furthermore, in this embodiment, user authentication is performed based on user operations when the communication terminal 1 is activated or used.

  For example, a user operation such as “tap four places on the left side and one place on the right side” is registered in advance, and the user operation is input when the communication terminal 1 is used. When the person in charge taps the screen with four fingers of the left hand and one finger of the right hand at the same time, the user authentication is successful and the lock is released. Other user operations for user authentication include, for example, “move 10 fingertips outward”, “flick left 3 fingertips to the right and simultaneously move 3 fingertips on the right to the left. Flick "and the like. User operations other than these can also be used.

  FIG. 10 is an example of a table T70 for managing the explanation procedure to the customer. The explanation procedure management table T70 includes, for example, an explanation type column C70, procedure columns C71A, C71B, C71C (hereinafter, procedure column C71), minimum time columns C72A, C72B, C72C (hereinafter, minimum time column C72), and approval. Columns C73A, C73B, C73C (hereinafter, approval column C73).

  At least one or more predetermined procedures are defined for each explanation type. FIG. 10 shows a case where each explanation type has three procedures. However, the explanation type is not limited to this, and one explanation type includes only one procedure, and the other explanation types have two procedures. Still another explanation procedure may be a configuration including three or more procedures.

  In the explanation type column C70, a type in the case of explaining a product or the like to a customer is stored. As explanation types, for example, explanation of investment trust, explanation of stock trading, explanation of bond trading, explanation of insurance, explanation of real estate trading, explanation of precious metal trading, etc. can be prepared for each product type.

  In the procedure column C71, a predetermined procedure according to the explanation target (product or the like) is set. The predetermined procedure may be stipulated by law, or may be stipulated by a company or an industry group that sells products or the like. The number of procedures and the contents of procedures differ for each explanation type.

  For example, when a certain product is described, a diagnostic test is performed as the first procedure, and an explanation based on one or a plurality of documents is performed after the second procedure. Examples of the diagnostic test include a risk tolerance diagnostic test for examining how much risk a customer can tolerate. In the case of other products, items in one document are explained according to procedures.

  The minimum time column C72 stores the minimum time required to explain each procedure. The minimum time can be calculated from, for example, the number of characters in the text to be explained and the average reading speed of the manuscript, or a slight margin is added to the time actually required for explanation by one or more persons in charge. Can also be calculated.

  The approval column C73 stores whether approval by the customer who has received the explanation (or test) is necessary. If the procedure is set to require approval, it cannot proceed to the next step without customer approval. If the person in charge tries to proceed to the next step without obtaining customer approval, a warning is issued and recorded as described below.

  The operation of the sales support system will be described with reference to FIGS. First, FIG. 11 shows the overall operation of sales activities using the system. FIG. 11 includes both steps performed by the computer and steps performed by the person in charge.

  The company using the sales support service manages the document for the person in charge of the company stored in the sales support server 3 (S10). For example, the service using company registers a new document in the sales support server 3, updates an existing document, or deletes an old document from the sales support server 3.

  Subsequently, the document stored in the communication terminal 1 possessed by each person in charge of the service using company is managed (S11). For example, a new document is transferred to the communication terminal 1, an existing document in the communication terminal 1 is updated, or an old document in the communication terminal 1 is deleted.

  The person in charge prepares for the visit using the communication terminal 1 before the customer visit (S12). The person in charge can confirm, for example, which product has been explained to what extent during the previous visit, for example, by referring to the sales activity history related to the visited customer.

  The person in charge who has completed the preliminary visit visits the customer's home or workplace to make a business talk (S13). The person in charge explains the product while showing the communication terminal 1 to the customer, and proceeds with the negotiation. Whether or not the negotiation is appropriately progressed is monitored by a process described later.

  When the negotiation is completed or during the negotiation, the contents (for example, document ID, position information, voice data, operation history, etc.) at the time of the negotiation are stored in the sales support server 3 (S14).

  FIG. 12 is a flowchart showing a process for managing a document stored in the sales support server 3.

  The sales support server 3 communicates with the backbone system 4 of the service using company (S20), and updates the document based on the information from the backbone system 4 (S21). For example, when the value such as the interest rate is updated, a part of the document is rewritten accordingly.

  The sales support server 3 communicates with the communication terminal 1 possessed by each person in charge of the service using company (S22), and updates the document in each communication terminal 1 to the latest document (S23).

  Furthermore, the sales support server 3 can also manage the security of each communication terminal 1 (S24). For example, when the communication terminal 1 is lost or stolen, the sales support server 3 locks the communication terminal 1 by remote operation and prohibits the operation, or data stored in the communication terminal 1. Or all or a part of it. The sales support server 3 can also manage data and security in the communication terminal 2.

  FIG. 13 is a flowchart showing processing when the communication terminal 1 is activated. Although the communication terminal 1 will be described as an example, the communication terminal 2 can execute similar processing.

  The communication terminal 1 monitors whether the start switch is turned on (S30). When the activation switch is turned on (S30: YES), the communication terminal 1 detects a user operation on the terminal screen (user interface unit 10) (S31).

  The communication terminal 1 refers to the authentication operation registered in the terminal in advance (S32), and determines whether or not the input user operation matches the authentication operation (S33). As described with reference to FIG. 9, each person in charge can register a user operation (screen operation with a fingertip) for indicating himself / herself in the communication terminal 1 in advance. The communication terminal 1 compares the input user operation with the registered authentication operation (authentication screen operation), and determines whether or not they match (S33).

  Here, it should be noted that in this embodiment, user authentication is performed based on a screen operation that is an operation pattern of a fingertip, not basic authentication using a user name and a password. In addition to user authentication based on screen operations, basic authentication or other authentication (such as biometric authentication) may be performed.

  When the user authentication based on the operation on the screen is successful (S33: YES), the communication terminal 1 is activated and becomes usable (S34). Thereafter, the communication terminal 1 stores the document displayed on the terminal screen, the operation on the screen, the position, and the voice in association with each other (S35). The process at the time of negotiation will be described later again.

  When the user authentication fails (S33: NO), the communication terminal 1 determines whether the user authentication has been performed a predetermined number of times (S36). If the predetermined number of times has not been reached (S36: NO), the process returns to S31. When the user authentication is performed a predetermined number of times (S36: YES), the communication terminal 1 prohibits further operations, changes the registered authentication operation, or stores all or part of the stored data. A protection process such as erasing is performed (S37).

  With reference to FIG. 14, a process for searching for data based on an operation on the screen will be described. The person in charge activates a search screen G10 as shown in FIG. 15 (S40). The person in charge inputs the screen operation to be searched to the communication terminal 1 by placing one or more fingertips on the search screen G10 and moving them (S41). A symbol GP100 indicates the fingertip of the person in charge placed on the search screen G10. Examples of screen operations to be searched include basic operations such as tap, double tap, drag, flick, pinch out, and pinch in.

  The communication terminal 1 searches the sales activity history management table T10 using the input screen operation as a search key (S42). The communication terminal 1 identifies a document associated with an operation ID that matches the input screen operation, and displays an icon GP110 that represents the document on the search result screen G11 (S43). Search results are shown in document display units such as pages or items.

  Take an example. It is considered that the portion of the document emphasized and explained by the person in charge or the portion requested by the customer in detail is often enlarged on the screen by pinch-out. When the person in charge inputs a pinch-out operation to the communication terminal 1, a location where the pinch-out operation has been performed is displayed as an icon GP110. When the person in charge taps the icon GP110, a document screen corresponding to the icon is displayed. Thereby, the person in charge can extract and confirm the part by which pinch-out operation was carried out, and can make use for sales activity.

  In FIG. 14, a case has been described in which a document associated with a predetermined screen operation is specified from documents based on the business activity history management table T <b> 10 stored in the communication terminal 1. Instead, the sales activity history management table T10 stored in the sales support server 3 may be searched by a screen operation input to the communication terminal 1.

  With reference to FIG. 16, a process for automatically searching for a business activity history according to a position will be described. For example, the person in charge can acquire the history of sales activities related to a customer by activating this process at the customer's home or in the neighborhood of the home.

  The person in charge instructs the sales support server 3 to search the sales activity history from the communication terminal 1 (S50). The communication terminal 1 acquires the current position data (S51), associates the position data with the person in charge ID, and transmits it to the sales support server 3 (S52).

  The sales support server 3 searches the sales activity history management table T10 based on the person-in-charge ID and the position data (S53), and transmits the search result to the communication terminal 1 (S54). The communication terminal 1 displays the search result received from the sales support server 3 on the screen (S55).

  Note that FIG. 16 illustrates the case where the sales activity history management table T10 stored in the sales support server 3 is searched based on the position data of the person in charge, but instead, sales activities in the communication terminal 1 are performed. The history management table T10 may be searched.

  Processing for monitoring the explanation procedure will be described with reference to FIG. The person in charge can display the document on the communication terminal 1 and explain the product etc. while showing it to the customer. Audio data, screen operation (user operation), etc., which are the situation at the time of explanation, are detected and stored. The communication terminal 1 monitors the situation at the time of explanation based on the detected data and operation.

  First, the communication terminal 1 acquires a description type (S60). The description type may be automatically determined according to the first document to be opened, or the person in charge may manually select the description type from among the prepared types.

  The communication terminal 1 refers to the explanation procedure management table T70 based on the explanation type (S61), and further specifies the ID of the document displayed on the communication terminal 1 (S62). The communication terminal 1 detects an operation input to the screen, and registers the screen operation, position data, voice data, and the like in the sales activity history management table T10 in association with each other (S63).

  The communication terminal 1 determines whether or not a predetermined utterance registered in advance is detected by analyzing the voice data (S64). The predetermined utterance is, for example, a utterance requesting that the person in charge interrupts the explanation, such as “Please wait for a while”, “I don't understand that”, “Please let me think for a while”, and the like. Therefore, the predetermined message can also be called an explanation interruption request message.

  When a predetermined statement is detected (S64: YES), the communication terminal 1 warns the person in charge (S69). For example, a warning message such as “Please suspend the explanation” or “Slow down the explanation” is displayed on the screen of the communication terminal 1 or a warning message is read out to warn the person in charge. .

  Now, when the explanation proceeds and the end of the item is reached (that is, when the end of one procedure is detected), the communication terminal 1 determines whether or not customer approval has been obtained (S65). As described in the customer management table T40 in FIG. 7, confirmation voice data indicating the intention of confirmation or approval (or consent) is registered in the communication terminal 1 and the sales support server 3 for each customer.

  Note that the confirmation voice data does not need to be created before the person in charge visits the customer. When a new customer is visited, confirmation voice data can be created and registered before or after the start of the negotiation. Also, the confirmation voice data that has already been registered can be changed as needed. For example, when a predetermined time or more has elapsed since the creation of the confirmation voice data, that is, when the confirmation voice data is out of date, new confirmation voice data can be created and registered. Thereby, it is possible to prevent forgery of the trail at the time of the negotiation.

  When the person in charge explains an item that requires the approval of the customer, if the customer's approval is not obtained (S65: NO), a warning is issued to the person in charge (S69). In the warning here, for example, a message such as “Please get confirmation from the customer that you understand the explanation. You cannot move to the next explanation until it is confirmed” is output.

  For example, when an explanation is to be transferred from one item (or page, the same applies hereinafter) to another item, the person in charge taps the screen. When detecting the switching instruction, the communication terminal 1 determines whether or not the item requires customer approval. If the customer approval is necessary, the communication terminal 1 determines whether or not the approval is obtained (S65). . If the customer approval is obtained, the process proceeds to the next step S66. If the customer approval is not obtained (S65: NO), the displayed item is returned to the original and the person in charge is warned (S69). ).

  When the description of a certain item is finished and the customer's approval is obtained (S65: YES), the communication terminal 1 includes the time required for the description of the item (hereinafter sometimes referred to as “description time”) in the item. It is determined whether or not the set minimum time is exceeded (S66). For example, the point in time when the document is displayed and the voice of the person in charge is detected can be detected as the explanation start time. The explanation end time can be defined as, for example, a point in time when customer approval is obtained and an instruction to switch to the next item is input.

  If the explanation time is less than the minimum time at the end of the explanation of an item (S66: NO), the communication terminal 1 warns the person in charge (S69). In the warning here, for example, a message such as “The explanation is too early. Please take a little more time to explain carefully” is output. However, even if the explanation time is less than the minimum time, if the customer is aware, it can move to the next procedure (explanation of the next item). In the case of a customer who is accustomed to repeating similar business negotiations a plurality of times, it may be possible to shorten or omit the routine explanation.

  When the explanation time of a certain item is equal to or longer than the minimum time (S66: YES), the communication terminal 1 determines whether all procedures included in the explanation type specified in S60 have been completed, that is, an item to be explained. Is determined (S67).

  If a procedure that has not been described remains (S67: NO), the communication terminal 1 switches to the next procedure (S68), returns to S61, and refers to the description procedure management table T70. When all the procedures are completed (S67: YES), this process ends normally.

  A process for monitoring an NG word will be described with reference to FIG. The NG word is an unfavorable word or sentence. In this embodiment, both the NG word for the person in charge and the NG word for the customer are monitored. This process is executed in parallel with the process described in FIG. 17 during the negotiation.

  The communication terminal 1 analyzes the voice data (S80), and determines whether the speaker who speaks is a person in charge or a customer (S81). It is assumed that the voice data of the person in charge and the voice data of the customer are registered in the communication terminal 1 in advance. If the detected speaker is neither the person in charge nor the customer, the illustration is omitted, but the communication terminal 1 returns to S80 without doing anything.

  If it is determined that the message is from the person in charge, the communication terminal 1 refers to the NG word for the person in charge registered in advance (S82), and determines whether or not the person in charge corresponds to the NG word. (S83). If it is not an NG word (S83: NO), the process returns to S80.

  In the case of an NG word (S83: YES), the communication terminal 1 warns the person in charge (S84). Examples of the NG word for the person in charge include “I will definitely make money”, “I will not let you lose”, “I will make up for the loss”, and so on. For example, a warning message when an NG word is detected may be displayed on the screen of the communication terminal 1 such as “You are not allowed to speak,” or the voice message is read aloud. Is displayed in red or by vibrating the communication terminal 1 (when a vibration function is provided). Further, for example, instead of using the communication terminal 1 to warn, an email may be sent to the sub-communication terminal 2 to warn the person in charge. Thereby, it is possible to pay attention to the person in charge without being known by the customer.

  After warning the person in charge, the communication terminal 1 notifies the sales support server 3 that the person in charge has been warned (S85). The sales support server 3 stores in the person-in-charge management table T60 that the warning has been issued, or notifies the boss in charge through e-mail or the like (S86).

  On the other hand, in the case of the customer's speech, the communication terminal 1 refers to the customer's NG word registered in advance (S87), and determines whether the customer's speech corresponds to the NG word (S88). As the customer's NG word, for example, an utterance that forces the person in charge to perform an illegal act, an utterance that threatens the person in charge, and the like can be cited.

  When the customer's remark does not correspond to the NG word (S88: NO), the process returns to S80. When the customer issues an NG word (S88: YES), the communication terminal 1 notifies the sales support server 3 to that effect (S89). The sales support server 3 notifies the person in charge of advice regarding the handling method in such a case (S90). The sales support server 3 can transmit the advice to the sub communication terminal 2 as an electronic mail.

  In FIG. 18, the communication terminal 1 detects the NG word and gives a warning. However, instead of this, the business support server 3 may determine whether the communication terminal 1 is the NG word.

  According to this embodiment configured as described above, it is possible to automatically monitor whether or not the person in charge is explaining in accordance with a predetermined procedure, preventing omissions in explanations of important matters, and trusting sales activities. Efficiency and efficiency can be increased.

  In the present embodiment, the person in charge is warned when the customer requests to interrupt the explanation, when the customer's approval is not detected, or when the explanation time is less than the minimum time. As a result, it can be automatically determined whether or not the customer understands, and the person in charge can be prompted to execute a correct explanation according to the procedure. Therefore, it is possible to standardize sales activities with less difference due to the skill level of the person in charge.

  In this embodiment, when an NG word is detected from the conversation between the person in charge and the customer, the person in charge can be warned or advised. Therefore, appropriate sales activities can be promoted.

  In this embodiment, the sales activity history can be searched using the screen operation as a search key. Thereby, for example, it is possible to search for a place that seems to have been emphasized, a place that seems to have been broken, and the like, which can be used for sales activities. In addition to the search based on the screen operation, a keyword search may be possible.

  In the present embodiment, the business activity history can be searched according to the position of the communication terminal 1. Therefore, it is possible to easily search and refer to the history of sales activities related to the customer at or near the customer location.

  In this embodiment, a service providing unit 310 for each company is provided on the common base 300 provided by the sales support server 3 to provide a sales support service for each company. As a result, it is not necessary to create a sales support system for each company, and the overall configuration can be simplified.

  In this embodiment, the core system of the service user company and the sales support server 3 are linked to keep the documents up-to-date, and the documents in each communication terminal 1 are centrally managed by the sales support server 3. . Therefore, the person in charge can make a business negotiation using the latest document, and can increase the efficiency of sales activities.

  A second embodiment will be described with reference to FIGS. This embodiment corresponds to a modification of the first embodiment. Therefore, in the present embodiment, the description will focus on the differences from the first embodiment. In this embodiment, customer types are classified and advice according to the customer type is given to the person in charge.

  FIG. 19 is a flowchart showing processing for classifying customer types. First, a diagnostic test is started using the communication terminal 1 (S100). Here, as a diagnostic test, for example, a test for checking to what extent a customer can accept a risk is taken as an example.

  The communication terminal 1 collects the voice of the customer during the diagnostic test and transmits it to the sales support server 3 (S101). The sales support server 3 analyzes the customer's voice (S102), and acquires the result of the diagnostic test from the communication terminal 1 (S103).

  The sales support server 3 classifies the customer type based on the analysis result of the voice of the customer and the result of the diagnostic test (S104), and stores the classification result in the customer type column C45 of the customer management table T40A shown in FIG. (S105).

  FIG. 20 shows an example of a table T80 used for classification of customer types and an example of a customer management table T40A. The customer type classification table T80 classifies customers based on a combination of a risk tolerance diagnostic test result and a customer voice analysis result.

  The results of the diagnostic test are classified into two stages, for example, “high risk tolerance” and “low risk tolerance”. The speech analysis results are classified into two stages, for example, “many words indicating questions” and “many positive words”. Therefore, the customer type has a high risk tolerance, type 1 with a lot of questions, a type 2 with a low risk tolerance and a lot of questions, a high risk tolerance, and It is classified into Type 3 with many positive words and Type 4 with low risk tolerance and many positive words. For example, type 1 can be considered an active theoretical group, type 2 a theoretical cautious group, type 3 an active optimistic group, and type 4 a potential active group.

Note that it is not necessary to distinguish all customers from any of the above four types. A customer having no characteristics may not be classified in particular, and the classification result may not be stored.
The customer type classification is not limited to the above. For example, the risk tolerance is not limited to two levels, but can be divided into five levels such as “conservative / somewhat conservative / moderate / somewhat aggressive / active”. A distinction may be made between 3, 4 or 6 or more stages.

  FIG. 21 shows an example of a table T90 for managing advice by customer type. The customer type advice management table T90 includes, for example, a document ID column C90, a customer type column C91, and an advice storage destination address column C92.

  The document ID column C90 stores the identifier of each document. The customer type column C91 stores an ID indicating the customer type. In the advice storage address column C92, an address storing advice data for each customer type is stored. Advice for each customer type is associated with each document in advance. Some or all of the advice data may overlap with other advice data.

  FIG. 22 is a flowchart showing a process for giving advice to a person in charge. The communication terminal 1 associates the ID of the document to be explained with the customer's ID and sends it to the sales support server 3 (S110). The ID of the document to be explained can be specified from the document displayed on the communication terminal 1. The customer ID can be specified from the position data of the communication terminal 1.

  The sales support server 3 searches the customer type-specific advice management table T90 based on the document ID and the customer ID, thereby transmitting the advice data corresponding to the customer type to the sub-communication terminal 2 possessed by the person in charge (S111). . The sub communication terminal 2 displays the advice data (S112).

  Configuring this embodiment like this also achieves the same effects as the first embodiment. Further, in this embodiment, customer types are classified in advance and advice for each customer type is given to the person in charge, so that sales activities suitable for the customer can be performed. This improves the efficiency of sales activities.

  Furthermore, as an effect that can also be said in the first embodiment, among the various information transmitted from the sales support server 3 to the communication terminal, information that is not preferable to be known to the customer is transmitted to the sub-communication terminal 2, so that the customer It is possible to conduct sales activities efficiently without being known.

  In addition, this invention is not limited to each Example mentioned above. A person skilled in the art can make various additions and changes within the scope of the present invention. For example, the embodiments can be appropriately combined.

  1: Communication terminal, 2: Communication terminal (other communication terminal), 3: Sales support server 3, 4: Service-use company backbone system

Claims (9)

A sales support system comprising a sales support server and a communication terminal connected to the sales support server via a communication network,
The sales support server manages an electronic document stored in the communication terminal and an explanatory procedure management table indicating an explanatory procedure of the electronic document,
The communication terminal is
A display unit for displaying the electronic document on a terminal screen;
An input unit for inputting a user operation;
A voice detector that detects external voice and outputs voice data;
A storage unit for storing the electronic document, the explanatory procedure management table, audio data output from the audio detection unit, and the user operation input to the input unit;
Whether the electronic document displayed on the display unit is described according to a predetermined procedure defined in the explanatory procedure management table, whether the electronic document displayed on the display unit, the user operation, and the voice A sales support system comprising: a determination unit that determines based on data and outputs a warning when the electronic document is not explained according to the predetermined procedure.
Predetermined voice data indicating customer approval is stored in the storage unit in advance,
The determination unit determines that the electronic document is explained according to the predetermined procedure when the predetermined audio data is detected, and the electronic document when the predetermined audio data is not detected The sales support system according to claim 1, wherein it is determined that the information is not explained according to the predetermined procedure.
Even if the predetermined audio data is detected, the determination unit determines that the electronic document is not explained according to the predetermined procedure if the display time of the electronic document is less than a predetermined time set in advance. The sales support system according to claim 2, wherein the determination is made.
The determination unit determines whether or not the voice data detected by the voice detection unit includes a predetermined prohibited expression, and issues a warning if the predetermined prohibited expression is included. 3. The sales support system according to 3.
The user operation includes a user manual operation on the electronic document displayed on the display unit,
An activity history management table that is provided in the storage unit and stores the manual operation and the electronic document in association with each other;
A search unit that searches the activity history management table based on a manual operation input to the input unit, and detects an electronic document associated with a matching manual operation;
The sales support system according to claim 1, further comprising:
The sales support server determines a customer type and transmits advice data corresponding to the determined type to either the communication terminal or another communication terminal used by the same user as the communication terminal. The sales system according to any one of claims 1 to 5.
A communication terminal connected to a sales support server via a communication network,
The sales support server manages an electronic document stored in the communication terminal and an explanatory procedure management table indicating an explanatory procedure of the electronic document,
The communication terminal is
A display unit for displaying the electronic document on a terminal screen;
An input unit for inputting a user operation;
A voice detector that detects external voice and outputs voice data;
A storage unit for storing the electronic document, the explanatory procedure management table, audio data output from the audio detection unit, and the user operation input to the input unit;
Whether the electronic document displayed on the display unit is described according to a predetermined procedure defined in the explanatory procedure management table, whether the electronic document displayed on the display unit, the user operation, and the voice And a determination unit that outputs a warning when the electronic document is not explained according to the predetermined procedure.
A method for supporting a sales activity performed using a communication terminal connected to a sales support server via a communication network,
Updating the electronic document stored in the communication terminal using the electronic document stored in the sales support server;
Displaying an electronic document stored in the communication terminal on a screen of the communication terminal;
Detecting a manual screen operation on the displayed electronic document;
Recording audio around the communication terminal as audio data;
Storing the electronic document in association with the screen operation and the audio data;
A step of determining that the electronic document has been explained according to a predetermined procedure set in advance when a predetermined utterance registered in advance is included in the audio data;
When the predetermined speech is not included in the audio data, outputting a warning to either the communication terminal or another communication terminal used together with the communication terminal;
How to support sales activities.
Computer
Display means for displaying an electronic document on a terminal screen;
An input means for inputting a user operation;
Voice detection means for detecting external voice and outputting voice data;
Whether the displayed electronic document is described according to a predetermined procedure is determined based on the electronic document, the user operation, and the audio data, and the electronic document is not described according to the predetermined procedure In this case, a computer program for causing each to function as determination means for outputting a warning.

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