JP2004185146A - Sales business promotion method, system, program and recording medium - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To smoothly promote a sales business according to a customer's needs or the attribute of a commodity regardless of experience or the like. <P>SOLUTION: This method comprises steps of acquiring the customer information of a customer that is an object of sales; selecting two or more recommended commodities for the customer on the basis of the customer information; extracting a sales flow of every recommended commodity from a commodity flow database; extracting a linkage flow of sales business from one recommended commodity to the other recommended commodity from a linkage flow database; and successively outputting the sales flow according to the one recommended commodity, the linkage flow and the sales flow according to the other recommended commodity to an output interface. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a sales business promotion method, a system, a program, and a recording medium.
[0002]
[Prior art]
Various sales business support methods have been proposed that focus on providing the customer with information on products that match the customer's attributes or needs. As a conventional sales business support form, for example, a booklet on product information used by a teller of a financial institution to recommend or explain a product to a customer who visits a counter is developed at each branch, and the teller explains this explanation There was a form in which product explanations and recommendations were made based on information in booklets. In this case, for a customer who recommends a product, a list of target customers is created at the headquarters of the financial institution, and the list is developed at the sales office, and is used as reference information for dealing with customers.
[0003]
Similarly, in a transaction terminal device of a branch of a financial institution, for example, a transaction processing system for performing transaction processing of a customer and an Are connected to each other, and one or both systems are provided with a customer database storing sales information for each customer, and a search request from a terminal device of the transaction processing system or the information providing system is provided. At the moment, there has been proposed a general information processing system or the like, characterized in that sales information corresponding to the customer is retrieved from the customer database and output to the terminal device (see Patent Document 1).
[0004]
[Patent Document 1]
JP-A-2002-99734
[0005]
[Problems to be solved by the invention]
However, there was an improvement in the conventional method. In other words, while the main focus is on providing product information to customers, providing information to sales representatives who actually perform sales operations has not been satisfactory. Further, even if information is provided, for example, product information is merely presented to a sales person.
[0006]
However, sales representatives need product information as a matter of course, but rather than product information that can be explained by anyone with the original materials, it is more likely that sales representatives will recommend products to customers and solicit contracts. More information on smooth communication and movement is needed.
[0007]
For example, when a new product is added to the sales content, the sales person needs to learn the product information in advance, and also needs to consider the content of conversation with the customer in various ways. However, it is common to handle a wide variety of products, and it is very complicated to learn product information for each product and to consider the content of communication with customers that will change depending on the combination of the products. With difficulties.
[0008]
These issues are issues that should be considered, even for salespeople with sufficient knowledge and experience in sales operations, and even more so for those who do not have sufficient knowledge and experience. I was In other words, the content and degree of the sales business naturally differed due to the experience of the sales staff.
[0009]
Accordingly, the present invention has been made based on such circumstances, and a sales business promotion method, system, program, and recording medium capable of promoting smooth sales business according to customer needs and product attributes regardless of experience or the like. The purpose is to provide.
[0010]
[Means for Solving the Problems]
The sales business promotion method of the present invention that achieves the above object is a method of promoting sales business for a customer by a computer, wherein the computer accepts customer information of a customer to be sold from an input interface, or Extracting and acquiring from the customer database according to the attribute, selecting two or more recommended products to the customer based on the acquired customer information, and executing a sales flow for each of the selected recommended products. A step of extracting each sales flow from a product flow database storing the sales flow, and a cooperation flow of a sales operation from the selected one recommended product to another recommended product, which stores a cooperation flow determined between the products. Extracting from the database and sales according to the selected one recommended product Low, characterized in that it comprises the steps of: sequentially outputting sales flow to the output interface in accordance with the linkage flow, and the other recommended products.
[0011]
A system for promoting sales operations for the customer, a means for receiving customer information of the customer to be sold from an input interface or extracting and acquiring the customer information from a customer database according to the attribute of the customer; A means for selecting two or more recommended products to the customer based on the customer information; a means for extracting a sales flow for each of the selected recommended products from a product flow database storing a sales flow for each product; Means for extracting a cooperative flow of sales business from one recommended product to another recommended product from a cooperative flow database storing a cooperative flow defined between the products, and a sales process according to the selected one recommended product The scenario that combines the flow and the sales flow according to the other recommended product by the linked flow Means for forming, according to the sales business propulsion system characterized in that it comprises, means for sequentially output to the output interface the sales flow and linkage flow in accordance with the scenario.
[0012]
Further, a program for causing a computer to execute a method of promoting sales business for a customer, wherein customer information of a customer to be sold is received from an input interface or extracted from a customer database according to a customer attribute. A step of obtaining, a step of selecting two or more recommended products to the customer based on the obtained customer information, and a sales flow for each of the selected recommended products, a product flow database storing a sales flow for each product. Extracting from the selected one recommended product to another recommended product a sales business cooperation flow from a cooperation flow database storing a cooperation flow defined between the products; and 1. Sales flow according to the recommended product and sales according to the other recommended products Generating a scenario in combination by the linkage flow to Sufuro, according to the sales business promotion program characterized by comprising the steps of sequentially output to the output interface the sales flow and linkage flow in accordance with the scenario. This program is composed of codes for performing the operations of the above steps.
[0013]
The present invention also relates to a computer-readable recording medium on which the sales business promotion program is recorded.
[0014]
In addition, the problems disclosed by the present application and the solution thereof will be clarified by the description of the embodiments of the invention and the drawings.
[0015]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram showing a network configuration including a sales business promotion system according to the present embodiment. The sales business promotion system 100 (hereinafter, system 100) includes a center server 101 (hereinafter, server 101) and a database group 110 (a processing flow database 111, a customer information & history database 115, a screen data database 120, And a character database 125). The system 100 is connected to the sales office workflow center server 130, the customer information management system 131, the other business support system 132, and the financial planning system 133 via an in-house network 125 such as a LAN, for example. The configuration is such that the accompanying workflow management and other management tasks can be added to the processing as appropriate. For this reason, the system is provided with a system cooperation function 107 capable of managing synchronization between systems, data transfer, and the like.
[0016]
Such a server 101 is managed and operated by the headquarters of a financial institution, for example. This financial institution headquarters supervises a plurality of sales offices and intends to promote sales operations for customers to the tellers (sales staff) of the business offices. In the present invention, the present invention is not limited to the conventional sales support method of merely presenting product knowledge and the like to the teller, but also includes, for example, specific instructions and actions of communication (conversation, etc.) with customers who have actually visited the counter. Is presented sequentially and accurately. This will promote sales operations.
[0017]
Here, such information in which the description of the product, the content of conversation with the customer, and the like are arranged in order is referred to as a flow (sales flow). This flow is created in advance for each product based on, for example, information of a teller who has rich experience and knowledge. And it is stored in the commodity flow database 112 among the processing flow databases 111 constituting the database group 110. In addition, a scenario cooperation flow (cooperation flow) for coordinating the flows of the respective products is similarly created and stored in the scenario cooperation database 113.
[0018]
These flows are extracted from the processing flow database 111 by the scenario refining function 102, the screen refining function 103, the history management function 104, and the customer information registering function 105 of the server 101 according to the product explained or recommended to the customer. You. At the time of this extraction, the information obtained from the customer information & history database 115 and the customer is checked against the point table 108 for each product to calculate the degree of recommendation for each product, and, for example, at least two or more products from the top of the total points Is selected as a recommended product.
[0019]
Also, each extracted flow is linked as a scenario that forms a series of flows. Based on a series of flows formed as a scenario, the screen refining function 103 extracts and configures the corresponding screen data from the screen data database 120 and refines the screen data. This screen data is provided to the sales terminal 140 (hereinafter, terminal) through the network 135 by the processing flow control function 106, for example. In other words, clear and specific instruction information such as product description, communication contents with the customer, various operations, and the like are provided to the teller corresponding to the customer while browsing the terminal 140. As a display method of the instruction, it can be assumed that the instruction is output as character information. In addition, a character image is extracted from the character database 125 according to the attribute of the instruction or the authority of the teller, and is output together with the flow. Then, it is preferable.
[0020]
The terminal 140 is connected to the server 101 via a dedicated line or a network 135 such as the Internet. Further, it is connected to the sales office workflow server 144 through the in-store network 145 and the like. As described above, the terminal 140 receives the scenarios and various flows sent from the system 100 and outputs them to the display or the like of the client system 141. That is, it functions as an output interface of the system 100. On the other hand, it also functions as an input interface for receiving answers from customers to questions from tellers. Further, an accounting system 142 for performing various calculations and simulations of loans, deposits, and the like is provided, and can be appropriately used by the system cooperation function 143.
[0021]
Next, each database constituting the database group 110 will be described. FIG. 2 is a diagram illustrating a configuration example of a product flow database according to the present embodiment. As shown in the figure, the product flow database 112 constituting the processing flow database 111 has, for example, a tree structure 201 for integrating folders 200 for storing flows for each product. Focusing on, for example, a car loan among the folders 200, a general flow 210 and an individual campaign flow 220 exist.
[0022]
In these flows 210 and 220, information (sales behavior information) presented at the terminal 140 is arranged in time series in accordance with the flow of sales operations. In carrying out the sales business of a car loan, the procedure from the confirmation of the product to the customer, the acquisition of information such as the borrowing amount and the repayment period, the repayment simulation, and the contract are performed.
[0023]
In addition, the scenario cooperation flow database 113 shown in FIG. 1 stores a cooperation flow that links flows for each product. In particular, although a data configuration example is not shown, the configuration form is the same as the flow for each product. However, it is composed of communication procedures and contents with the customer so that the sales operations can be smoothly linked to each other so that the teller can execute the sales operation without giving the customer an uncomfortable feeling. In order to connect the products, a cooperation flow is defined for each product pair.
[0024]
FIG. 3 is a diagram illustrating the hearing item cooperation information in the present embodiment, and FIG. 4 is a diagram illustrating the history data in the present embodiment. Information acquired by the teller by hearing from the customer (or input of the teller's instruction) is stored in the customer information database 116 or the product history databases 117 and 118 of the customer information & history database 115. At this time, other products using the same information are also stored as customer information, for example. The linking of information between the products is described in the hearing item cooperation information 300, and is stored in, for example, the customer information & history database 115. That is, the customer information obtained for a certain product is shared with other products using the same information, and the degree of accumulation or progress of the product transaction is updated in the customer information database 116 and the product history databases 117 and 118.
[0025]
The history data shown in FIG. 4 includes a product name, a name of a screen element for each item of transaction processing performed on the product, a status, and an update date, using customer attributes such as an account number and a transaction date as keys. Updating the degree of accumulation of customer information or the degree of progress of merchandise transaction means updating the status referred to here. In other words, the status is "0" if not implemented, "1" if implemented one week or more ago, "2" if implemented in a related transaction, and "3" if implemented within one week or immediately before. These history data are generated and stored in the product history databases 117 and 118.
[0026]
The customer information database 116 stores customer information. For example, the customer information database 116 can adopt a structure in which personal information for transaction, account information, transaction information, the number of points, and the like are associated with a customer ID as a key. The number of points is calculated by collating customer information for each product in a point table (see FIG. 10), and serves as a basis for selecting a recommended product to be sold, which will be described later. The customer information stored in the customer information database 116 or the product history databases 117 and 118 includes, for example, the degree of accumulation of customer information on the product, the progress of the product transaction, the presence or absence of a product selection instruction from the customer, and the product in advance. It is assumed that the information includes at least one of the recommended levels.
[0027]
The server 101 uses the screen refinement function 103 to refine screen data to be provided to the terminal 140. At this time, the screen data database 120 extracts data constituting the screen. FIG. 5 is a diagram illustrating a configuration example of the basic screen database 121 according to the present embodiment. The basic screen includes a product screen pattern 501 defined for each product flow, basic menu buttons 502 such as “expected customer answer to explanation / question” and “to the next screen”, “display of detailed information”, and “execution of simulation”. Special menu button 503, comment / question information 504 such as "question to customer" and "description of product", and operation information 505 such as "instruction to teller" and "screen operation method instruction".
[0028]
Further, in the present embodiment, not only a basic screen conforming to the flow for each product as described above, but also a cooperative flow for cooperating between flows is used. In this case, a screen for scenario cooperation according to the cooperation flow is refined. FIG. 6 is a diagram illustrating a configuration example of the scenario cooperation screen database 1 in the present embodiment. The screen data shown in this figure is composed of menu button 602, comment / question content information, using as a key, link screen pattern information 601 indicating a link pattern such as when linking from the flow of “my car loan” to the flow of “home loan”. 603 and operation information 604. On the screen composed of the screen data, for example, when the customer's intention for the product to be recommended is unknown, communication contents (topics of conversation with the customer, etc.) that stimulate interest in the product are presented. Become.
[0029]
On the other hand, when the customer's intention for the product to be recommended is clear to some extent, for example, the communication content common to the cooperating products is presented. FIG. 7 is a diagram illustrating a configuration example of the scenario cooperation screen database 2 in the present embodiment. In this case, the customer's interest tendency is set as precondition information 701, and in association therewith, a screen flow 702 illustrating the contents and procedure of the flow in chronological order, basic screen data 703 corresponding to the acquisition of customer information, a menu button 704 , Comment / question content information 705, and operation information 706 are set.
[0030]
For example, when collecting basic information from the customer information described above, a screen for collecting basic information is presented. FIG. 8 is a diagram illustrating a configuration example of the basic information collection screen database (hearing screen database 123) in the present embodiment. When there is no particularly recommended product or when the customer information of the customer is small because it is a new customer, basic information necessary for sales is collected. The basic information collection screen database 123 includes a product screen pattern 801 defined for each product flow, a menu button 802, history information 803 for setting a flag as to whether or not the product has been collected, an update date 804, and "... ?????????????????????????????????? This is the information about the customer and the other products and systems to which the collected information is linked and updated.
[0031]
When information is gathered from the customer and the progress of the transaction on the recommended product increases, the final stage of the contract is approached. FIG. 9 is a diagram illustrating a configuration example of the consultation service end processing screen database (contract confirmation screen database 124) according to the present embodiment. In this database, a product screen pattern 901 similar to the above, a basic menu button 902, progress information 903 on product transactions, comment / question content information 904 such as "Are you sure you want to make a contract with the above content?", And operation information 905 Be composed.
[0032]
The various screen data described above is extracted by the screen refining function 103 of the server 101 in accordance with each flow. Then, it is configured as one screen and provided to the terminal 140 of the teller via the network 135 by the processing flow control function 106 or the like. FIG. 11 is a diagram illustrating an example of a screen configuration according to the present embodiment. The screen 1100 shown in this figure includes, for example, a character image area 1101, a message & action area 1110, a status display area 1120, and a navigation area 1130.
[0033]
Character image area 1101 is an area where character image 1102 is displayed. The character image is set according to the attributes of the content of the conversation with the customer and the information of the operation instruction (sales behavior information), and is extracted from the character database 125 storing the character image for each attribute. Then, it is output together with the corresponding flow or cooperation flow. The data may be a moving image, a still image, a real image, or an animation image.
[0034]
FIG. 12 is a diagram illustrating a configuration example of the character database 125 according to the present embodiment. As shown here, the database 125 includes, for example, image data 1201 to which an ID is attached as a key, a position 1201 of a person in charge of a teller, a business authority 1203, an attribute 1204 of sales behavior information, and expression information 1205. You. The screen refining function 103 of the server 101 selects a character image by regarding the position of the teller and the weight of the task in charge as authority. Also, this selection is made according to the attribute such as at the time of explaining a product or at the time of talking. The expression of the character may be changed in pattern in accordance with such selection.
[0035]
For example, if the position of the teller is up to the group leader, the image character can be set to be female, and if it is higher than the section manager, it can be set to be male, and the expression can be a cool expression type when explaining the product, and a smiling expression when talking You can also make settings such as Further, if the image character is set in association with the superior of the actual teller, for example, a response request notification in an emergency or the like can be transmitted to the superior terminal corresponding to the character image.
[0036]
On the other hand, the message & action area 1110 is an area where the sales behavior information such as the comment / question content and the operation information stored in the screen data database 120 is extracted and displayed. For this purpose, an action message area 1111 for displaying an operation instruction and an advice area 1112 for giving advice on communication such as conversation and questions are included. The sales behavior information displayed here is checked against a table (corresponding screen data table) that defines the correspondence between the sales behavior information and the screen data, and changes the output form of the screen data related to the sales behavior information. If so, it is preferable. In FIG. 11, a hatched area connected by an arrow from the advice area 1112 is an example of screen data in this output form.
[0037]
The status display area 1120 includes, for example, a status area 1121 indicating the name of a product currently in sales, and a flow area 1122 indicating the flow of the product. On the other hand, the navigation area 1130 includes, for example, a screen description area 1131 for displaying the current screen corresponding to which transaction procedure of what product, a transaction information area 1132 for displaying the transaction content of the product, and And a customer information area 1134.
[0038]
It should be noted that the server 101 and the database group 110 constituting the system 100 are not limited to the case in which a company such as a financial institution that executes the sales business promotion method of the present invention is independently provided. It may be operated jointly with each other, or operated individually for each branch.
[0039]
Further, the server 101 can function as a firewall server for preventing unauthorized entry from the outside and function as a WWW server, or can function as a mail server for communicating with a data communication partner.
[0040]
Further, the processing flow database 111, the customer information & history database 115, the screen data database 120, and the character database 125, which constitute the database group 110, are provided not only in the case where the system 100 is integrally provided but also in another device. However, they may be operated integrally via a network.
[0041]
The network connecting the server 101, the database group 110 or each of the databases 111, 115, 120, and 125, the branch workflow server 130, the various systems 131, 132, and 133, and the terminal 140 is connected to a dedicated line or the Internet. In addition, various networks such as a WAN (Wide Area Network), a LAN, a power line network, a wireless network, a public line network, and a mobile phone network can be adopted. Further, if a virtual private network technology such as VPN is used, communication with enhanced security is established when the Internet is adopted, which is preferable.
Further, the terminal 140 or the client system 141 may be any device having a computer chip that can be connected to a network, as long as the terminal has the arithmetic processing capability, communication function, and input / output function required by each terminal.
[0042]
FIG. 13 is a diagram showing the actual procedure of the sales business promotion method in the present embodiment. 14 to 32 show screen examples accompanying the processing. Hereinafter, the actual procedure of the sales business promotion method of the present invention will be described with reference to the screen examples of FIGS. Note that various operations of the server 101 described below are realized by programs stored in a ROM included in the server 101. This program is composed of codes for performing various operations described below.
[0043]
When the customer visits the counter of the sales office, the teller in charge uses the terminal 140. At this time, the server 101 extracts basic screen data from the screen data database 120 and distributes it to the terminal 140. FIG. 14 is a diagram showing a basic menu screen in the present embodiment. As shown in FIG. 14, in the message & action area 1110, the action message area 1111 shows, for example, the processing content for executing the processing selection from the menu, and the advice area 1112 shows the processing to be performed at the present time. A specific message is displayed.
[0044]
If the customer visits the counter after having given a predetermined consultation at a lobby consultation terminal or the like provided in the lobby of the financial institution, the input items and history at the lobby consultation terminal are reflected in the customer information & history database 115. ing. Therefore, the server 101 recognizes the consultation contents at the lobby consultation terminal of the customer, the past transaction history, and the like from the database 115 and displays them in the status area 1121 together with the information of the promotion products (recommended products) during the campaign. Screen configuration to be performed.
[0045]
Here, before the actual processing is started, no display is made in the navigation area 1130. On the other hand, the status display area 1120 has a screen configuration that allows selection of activation of a sales business promotion system (sales system in the figure) or activation of accounting transactions as a basic menu. In addition, the basic customer information 1401 is shown at the top of the screen. Further, as described above, the server 101 can use its functions in cooperation with other systems such as the customer information management system 131, the financial planning system 133, and the accounting system 142. However, this process may be executed without cooperation with another system. Therefore, other systems currently cooperating are also shown by including the cooperating system display area 1402 in the screen configuration.
[0046]
Since the customer visits the counter and the sales operation by the teller is started, the teller selects “start sales system” from the basic menu on the screen. As a result, the processing start screen is distributed from the server 101 to the terminal 140. FIG. 15 is a diagram illustrating a processing start screen 1500 according to the present embodiment. The server 101 first confirms transaction contents relating to a predetermined customer and acquires customer information and history information (steps 100 and 101).
[0047]
Here, the customer information of the customer to be sold is received by using the terminal 140 of the teller as an input interface, or is extracted and acquired from the customer information & history database 115 according to the attribute of the customer. The information obtained here and used for confirmation of the transaction content includes information on the presence or absence of a transaction in which the customer's intention is clear (for example, a transaction reservation at a consultation terminal provided in the lobby of a financial institution), and information on a transaction subject there. Setting information (eg, loans and investment trusts). Further, the transaction history of the customer (the last visit, the information acquisition status in another system, the last transaction status) is also included.
[0048]
For example, suppose that a customer is waiting in front of a counter according to the order of reception in the lobby to arrive at his / her turn. At this time, since the server 101 already recognizes information collected to some extent about the customer through the lobby consultation terminal from the customer information & history database 115, the name and rank of the customer (eg, preferential treatment at financial institutions) Basic customer information 1401 such as degree, age, and gender is included in the configuration of the screen 1500. In addition, which product is to be consulted is included in the display in the status display area 1120.
[0049]
Assume that the customer is interested in a loan product, and among them, wants to consult about a car loan. This information is shown in the sales item switching column 1501 in the status display area 1120. Since this customer wants to receive a consultation on the my car loan, "my car loan" is displayed in the current product column 1502 of the switching column 1501.
[0050]
Then, under the present invention, the product which the financial institution wishes to recommend is linked to the product which the customer is currently considering to consult and the sales business is promoted for both products. In other words, the server 101 provides the terminal 140 of the teller with information for smoothly performing sales operations for at least two products, a product that meets the customer's request from the beginning and a product that is recommended by the financial institution. The process of selecting a recommended product to be linked will be described later.
[0051]
Information on the product in the current product column 1502, that is, the car loan, is shown in the transaction information area 1132 of the navigation area 1130. Here, for example, the degree of transaction progress of the my car loan extracted from the customer information & history database 115 for the customer is shown. In addition, premise information such as the borrowed amount and the period of the car loan is also shown.
[0052]
When information on the transaction contents and the customer is obtained and the customer arrives at the counter, the server 101 receives a click operation of the transaction start button 1505 and then executes a special process determination (step 102). Here, processing contents of three patterns are set. One is that if the customer's transaction reservation recognized by the server 101 in step 100 or 101 is related to, for example, a campaign product on the financial institution side, the product is selected as one of the recommended products. One is that, when a product with clear customer intention is selected (a teller inputs from the terminal 140), the product is selected as one of the recommended products. First, in the case of a transaction that is not directly related to sales, the screen is refined by a fixed processing flow (processing when a present is given to a customer or general consultation is given).
[0053]
Here, it is assumed that, for example, when the birthday data of the customer is compared with the calendar data of the server 101, it is determined that today is the birthday of the customer. FIG. 16 is a diagram illustrating a present presenting screen according to the present embodiment. In response to such a situation, the server 101 presents words described by the teller to the customer, such as "Welcome, happy birthday ...." in the advice area 1112. As an accompanying operation, an operation instruction such as "Pass a birthday present to a customer ..." in the action message area 1111 is shown. At this time, the flow area 1122 shows the procedure of handing the present. The server 101 that has received the click of the present handing complete button 1601 proceeds to the description of the product.
[0054]
After this description of the product, the sales business performed by the teller follows the scenario refined by the sales business promotion method of the present invention. In other words, cooperation that facilitates the sales operation of the product desired by the customer and the product recommended by the financial institution is achieved. By following the conversation contents and actions with the customer presented from the server 101 in accordance with this scenario, the teller can perform sales operations equivalent to, for example, an experienced and excellent teller. The procedure for selecting a recommended product will be described below.
[0055]
The server 101 selects two or more recommended products for the customer based on the acquired customer information. For example, as described above, the product that the customer already wants to trade at the lobby terminal or the like (including the case where the customer is actually conducting sales) is the main product, and the product that the financial institution side (system 100) wants to recommend is the secondary product.
[0056]
Therefore, as already described, the customer information (eg, the degree of accumulation of customer information on the product, the progress of the product transaction, the presence or absence of a product selection instruction from the customer, the recommended degree of the product in advance) is stored in the point table 108. Then, the points of each piece of information constituting the customer information are calculated for each product. The calculated points are added up for each product to calculate the total points. Then, at least two or more products from the top of the total points are selected as recommended products.
[0057]
In this selection process, the product with the highest priority (most points) is determined as the recommended product 1 (step 104). Alternatively, a product for which a customer's transaction intention is clear is referred to as a recommended product 1. For the recommended product determined here, a flow is extracted from the product flow database 112 of the processing flow database 111 (step 105). Further, the product having the second total point is determined as the recommended product 2 (step 106). For this product as well, the flow is extracted from the product flow database 112 as in the case of the recommended product 1 (step 107).
[0058]
When the recommended products 1 and 2 are selected, a sales cooperation flow from the recommended product 1 to the recommended product 2 is extracted from the scenario cooperation flow database 113. Then, the flow according to the recommended product 1 and the flow according to the recommended product 2 are combined by this cooperation flow to refine a scenario as a series of flows (step 108). As shown in FIG. 13, the private car loan of the recommended product 1 and the mortgage of the recommended product 2 are linked by a cooperative flow to form a series of flows. If there is a link between the flows, the processing flow for confirming the customer's intention (eg, flow for confirming whether or not there is a contract intention) is connected to the end of each product flow, and the complete processing of sales operations for each product is added. (Step 109).
[0059]
Although the scenario is refined as described above, a situation in which the scenario is refined can also be assumed. For example, when the sales proceeds in accordance with the flow of the recommended product 1 and information is collected from the customer, and when the flow of other products using the same information also progresses, information collection is performed for the recommended product 2 or more. When an advanced other product comes out (for example, when the other product exceeds the recommended product 2 in the total points), the scenario is re-refined with the other product as a new recommended product 2. In addition, if the teller changes the product that becomes the recommended product 1 or 2 due to the customer's clear intention, or if the business is put on hold before the flow of the recommended product 1 is completed (for example, the customer brings back the data etc.) Similarly, it can be assumed that the scenario is refined.
[0060]
For the completed scenario, the server 101 extracts screen data from the screen data database 120 and refines a screen provided to the terminal 140 according to the attributes of information included in each flow constituting the scenario and the cooperation flow. (Step 110). The screen refining function 103 of the server 101 selects from the basic screen database 121 corresponding to each product. Then, a comment and a menu button selected based on the status information of the history data (see FIG. 4) are set in the basic screen data. Further, as described above, the character image is extracted from the character database 125 and set together with the corresponding flow or the cooperation flow. Actual examples of the screen thus refined have already been shown in FIG. 11 and FIGS.
[0061]
As described above, when the recommended products 1 and 2 are selected, and a series of scenarios is completed by linking the flows according to the selected products by the cooperation flow, the information provision that contributes to the promotion of the sales business in accordance with the scenarios is provided by the server. This is performed from 101 to the terminal 140. Therefore, the server 101 distributes the refined screen to the terminal 140 via the network 135. Then, an answer or the like obtained by the teller communicating with the customer according to the flow is received as an input (step 111).
[0062]
Here, the teller gives a description of product information and a conversation / question for information collection to the customer in accordance with an instruction comment based on a scenario or a flow displayed in the action message area 1111 or the advice area 1112. Get the answer. Then, an option close to the obtained customer's answer is selected from the menu buttons in the menu button area 1133. This selection process is returned to the server 101. When new customer information is obtained in this way, it is stored in the customer information & history database 115 and updated to the latest information (steps 112 and 113).
[0063]
Further, when it is recognized that a situation occurs that cannot be handled by a customer who responds to the flow or the cooperative flow, or a teller who is in charge of teller's instruction input, etc., a person in charge corresponding to the character image (for example, The server 101 may transmit a correspondence request notification to the terminal of the teller).
[0064]
The selection of recommended products, the refinement of scenarios and screens, the output thereof, and the like have been described. Hereinafter, the output form of the actual terminal 140 will be described with reference to screen examples shown in FIGS. FIG. 17 is a diagram showing a progress confirmation screen 1700 in the present embodiment. Here, in order to confirm the degree of sales progress regarding the car loan, an instruction is issued to the customer in the advice area 1112 to confirm the use of the lobby consultation terminal. Therefore, for example, if it is assumed that the contents of the product have been understood using the lobby consultation terminal, the screen is changed to the next screen in response to the click of the corresponding button 1701.
[0065]
FIG. 18 is a diagram showing a product description screen 1800 in the present embodiment. Here, the content of the conversation with the customer regarding the car loan campaign is displayed in the advice area 1112 based on the input information of the customer at the lobby consultation terminal. The server 101 that has received the click on the button 1801 indicating that the customer is planning to buy a new car makes a transition to the next screen.
[0066]
FIG. 19 is a diagram showing a simulation confirmation screen 1 in the present embodiment. On the screen 1900, an instruction is issued in the advice area 1112 to confirm whether or not to execute the repayment simulation of the car loan. Therefore, for example, when it is determined that the customer has executed the simulation but does not understand the result, the server 101 that has received the click of the button 1901 by the teller makes a transition to the next screen.
[0067]
FIG. 20 is a diagram showing a simulation confirmation screen 2 in the present embodiment. Here, in addition to the simulation, an instruction for recommending a customer to introduce a cash flow table is displayed in the advice area 1112. For example, a cash flow table derived from a simulation of repayment of a car loan, a process for recognizing living expenses derived from the cash flow table, and a process for raising the topic of a mortgage loan from housing costs such as rent included in it. Is executed thereafter. That is, a scenario in which the car loan is linked to the home loan is prepared by the server 101.
[0068]
FIG. 21 is a diagram showing a question start screen in the present embodiment. The server 101 starts collecting information for the customer on this screen 2100. In the advice area 1112, a request for an answer to a question is given. Then, the teller sees the response of the customer, and transmits to the server 101 with the menu button 2101 whether or not to proceed with the flow of the car loan. When the flow relating to the my car loan proceeds as it is, the server 101 delivers the my car loan information preliminary hearing screen 1 shown in FIG.
[0069]
The screen 2200 shows an instruction in the advice area 1112 to ask a question to grasp the base economic situation such as the length of service and annual income of the customer. Thereafter, an instruction to ask the customer about the family structure, the annual educational expenses, the monthly living expenses, the housing expenses, and the like is made on the same screen composition. Here, the information from the customer is stored in the customer information & history database 115 in association with the corresponding product if it is useful for other products. Alternatively, the data is shared data.
[0070]
FIG. 23 is a diagram showing a home loan sales trigger screen in the present embodiment. In the scenario according to the present embodiment, the topic for the customer is shifted to the one related to the mortgage based on the information about the mortgage included in the answer to the question about the housing cost. Therefore, as shown on this screen 2300, an instruction for asking the possibility of refinancing from another bank of the mortgage is displayed in the advice area 1112. In accordance with such an instruction, a conversation content for collecting information (such as a use period and an interest rate) on a mortgage of another company is distributed to the terminal 140 according to the scenario.
[0071]
FIG. 24 is a view showing a screen for recommending refinancing of a home loan of another bank in the present embodiment. For example, if it is determined based on the collected information that the mortgage product in the financial institution is advantageous, the server 101 presents a conversation inviting a refinancing of the loan in the advice area 1112 of the screen 2400. Then, thereafter, the conversation contents for collecting information (such as balance) on the mortgage of another company are distributed to the terminal 140 according to the scenario.
[0072]
FIG. 25 is a diagram showing a screen for confirming the borrowing conditions of another home loan (refinancing) in this embodiment. If information on the mortgage of another company can be obtained, the server 101 calculates the borrowing conditions after refinancing in cooperation with, for example, the accounting system 142 and the financial planning system 133. Then, an instruction to present the calculated content to the customer is displayed in the advice area 1112.
[0073]
FIG. 26 is a diagram showing a my car loan information preliminary hearing screen 2 in the present embodiment. After collecting basic information about the mortgage on the previous screen, the process returns to collecting information on the my car loan again, and displays, for example, an instruction for confirming the fund for purchasing the my car in the advice area 1112. In addition, the server 101 executes a display for confirming the borrowing conditions of the car loan to the customer as shown in FIG.
[0074]
FIG. 28 is a diagram showing a my car loan & mortgage repayment simulation result screen in this embodiment, and FIG. 29 is a diagram showing a my car loan & mortgage repayment fund planning screen in this embodiment. The server 101 that has collected information on the car loan and the mortgage as described above executes a loan simulation in cooperation with, for example, the accounting system 142. The execution result is displayed in the navigation area 1130 on the screen 2800. On the other hand, the cash flow table is similarly calculated in cooperation with the accounting system 142 and the financial planning system 133, and displayed in the navigation area 1130.
[0075]
FIG. 30 is a diagram showing a confirmation screen for examining the contents of examination of a mortgage loan from another bank in this embodiment. The result of the simulation is stored for each customer in the customer information & history database 115, for example. The data stored here may be provided on a Web page for each customer. In order to have the customer consider the consultation result such as the simulation result, the customer proposes to take out the information or browse the information on the Web page. Therefore, an instruction is displayed in the advice area 1112 to present the fact to the customer.
[0076]
FIG. 31 is a diagram showing a contract processing start screen in the present embodiment. Assume that the customer decides on a contract for a car loan, for example, in consideration of the contents of the consultation such as the simulation result. In this case, the sales business promotion method of the present embodiment can be applied to contract processing. Therefore, in the advice area 1112 of the screen 3100, an instruction to the teller is displayed to notify the customer of the start of the contract processing and check the target product. The teller proceeds with the contract according to these instructions, and obtains and confirms documents necessary for the contract.
[0077]
FIG. 32 is a diagram showing a contract output processing screen according to the present embodiment. If the contract processing with the customer has proceeded properly, the contents of the transaction relating to the car loan are displayed in the navigation area 1130. The teller presents this content to the customer or outputs it to an appropriate medium for recognition. Further, the server 101 displays the fact in the advice area 1112 to instruct the teller to print the contract.
[0078]
As described above, an example has been described in which the server 101 executes a series of flows, starting from the my car loan and arriving at the mortgage, describing and recommending the product, and arriving at the contract processing in accordance with the scenario. The server 101 may execute all of the above processing, or may share the processing with the terminal 140 and function integrally. Alternatively, if the terminal 140 has a sufficient calculation capability or the like, the processing may be performed by integrating all the functions in the terminal 140.
[0079]
According to the embodiment of the present invention, the following effects can be obtained.
[0080]
According to the sales business promotion method and the like of the present invention, a smooth sales business can be promoted according to customer needs and product attributes regardless of experience or the like. That is, the sales person using the sales business promotion system of the present invention obtains the customer's answer while explaining the question items and the like displayed on the screen of the output interface to the customer at any time, and obtains the customer's answer. Instructions of communication contents (conversation contents, operation contents, etc.) with the customer regarding the recommendation and explanation are presented from the system side, and it is possible to perform a smooth sales operation which is hardly affected by experience and the like. Even when new products are added to the sales content or when the products handled are diverse, sales representatives are surely provided with sufficient product information and contents of conversations with customers. You.
[0081]
As described above, the embodiment of the present invention has been specifically described based on the embodiment. However, the present invention is not limited to the embodiment, and can be variously modified without departing from the gist of the invention.
[0082]
【The invention's effect】
According to the present invention, it is possible to promote smooth sales operations according to customer needs and product attributes regardless of experience.
[Brief description of the drawings]
FIG. 1 is a diagram showing a network configuration including a sales business promotion system according to an embodiment.
FIG. 2 is a diagram illustrating a configuration example of a product flow database according to the embodiment.
FIG. 3 is a diagram illustrating hearing item cooperation information in the present embodiment.
FIG. 4 is a diagram showing history data in the embodiment.
FIG. 5 is a diagram illustrating a configuration example of a basic screen database according to the present embodiment.
FIG. 6 is a diagram illustrating a configuration example of a scenario cooperation screen database 1 according to the present embodiment.
FIG. 7 is a diagram showing a configuration example of a scenario cooperation screen database 2 in the embodiment.
FIG. 8 is a diagram illustrating a configuration example of a basic information collection screen database according to the present embodiment.
FIG. 9 is a diagram illustrating a configuration example of a consultation service end processing screen database according to the embodiment;
FIG. 10 is a diagram illustrating a configuration example of a point table according to the present embodiment.
FIG. 11 is a diagram illustrating an example of a screen configuration according to the present embodiment.
FIG. 12 is a diagram illustrating a configuration example of a character database according to the present embodiment.
FIG. 13 is a diagram showing an actual procedure of a sales operation promotion method in the embodiment.
FIG. 14 is a diagram showing a basic menu screen in the embodiment.
FIG. 15 is a diagram illustrating a processing start screen according to the present embodiment.
FIG. 16 is a diagram showing a present presenting screen according to the embodiment.
FIG. 17 is a diagram illustrating a progress confirmation screen according to the present embodiment.
FIG. 18 is a diagram illustrating a product description screen according to the present embodiment.
FIG. 19 is a diagram showing a simulation confirmation screen 1 in the embodiment.
FIG. 20 is a diagram showing a simulation confirmation screen 2 in the present embodiment.
FIG. 21 is a diagram showing a question start screen in the present embodiment.
FIG. 22 is a diagram showing a my car loan information pre-hearing screen 1 in the embodiment.
FIG. 23 is a diagram showing a home loan sales trigger screen in the present embodiment.
FIG. 24 is a diagram showing another-bank mortgage refinancing recommendation screen in the present embodiment.
FIG. 25 is a view showing a screen for confirming the borrowing conditions of another home mortgage (refinancing) in the embodiment.
FIG. 26 is a diagram showing a my car loan information pre-hearing screen 2 in the embodiment.
FIG. 27 is a diagram showing a my car loan information pre-hearing screen 3 in the embodiment.
FIG. 28 is a diagram showing a my car loan & mortgage repayment simulation result screen in the present embodiment.
FIG. 29 is a diagram showing a my car loan & mortgage repayment fund planning screen in the present embodiment.
FIG. 30 is a view showing a confirmation screen for examining the contents of examination of a mortgage loan from another bank in this embodiment.
FIG. 31 is a diagram showing a contract processing start screen in the embodiment.
FIG. 32 is a diagram showing a contract output processing screen according to the embodiment.
[Explanation of symbols]
100 Sales business promotion system, system
101 Center server, server
102 Scenario refining function
103 Screen refining function
104 History management function
105 Customer information registration function
106 Processing flow control function
107 System Linkage Function
108 point table
110 databases
111 processing flow database
115 Customer Information & History Database
120 Screen data database
140 Counter terminal, terminal
141 client system example

Claims (13)

A method for promoting sales business to a customer by a computer, wherein the computer comprises:
Accepting customer information of the customer to be sold from the input interface or extracting and acquiring the customer information from the customer database according to the attribute of the customer;
Selecting two or more recommended products to the customer based on the acquired customer information;
Extracting the sales flow for each of the selected recommended products from a product flow database storing sales flows for each product;
Extracting a cooperation flow of the sales business from the selected one recommended product to another recommended product from a cooperation flow database storing a cooperation flow defined between the products;
Sequentially outputting to the output interface the sales flow according to the selected one recommended product, the cooperation flow, and the sales flow according to the other recommended product,
Sales promotion method characterized by including. Generating a scenario as a series of flows by combining the sales flow according to the selected one recommended product and the sales flow according to the other recommended product by the cooperation flow,
Sequentially outputting the sales flow and the cooperation flow to an output interface according to the scenario,
The sales business promotion method according to claim 1, further comprising: The customer information shall include at least one of information on the degree of accumulation of customer information on the product, the progress of the product transaction, the presence or absence of a product selection instruction from the customer, and the recommended degree predetermined for the product,
The step of selecting two or more recommended products for the customer includes:
A step of comparing the obtained customer information with a point table in which points corresponding to the respective information constituting the customer information are determined, and calculating the points of the respective information constituting the customer information for each product;
Summing the calculated information points for each product, and calculating the total points;
Selecting at least two or more products from the top of the total points as recommended products;
The sales business promotion method according to claim 1 or 2, further comprising: A step of acquiring, from an input interface, a response of a customer made according to the output of the sales flow and the cooperation flow, or an instruction input of a salesperson,
Reflecting the obtained customer's response or sales clerk's instruction input as the customer information in the point calculation process;
As a result of the reflection, when the ranking of the total points has changed, executing a selection change of recommended products accordingly,
Re-extracting the sales flow and coordination flow according to the changed recommended product;
The sales business promotion method according to any one of claims 1 to 3, further comprising: Obtain the customer's answer or the sales person's instruction input made in response to the output of the sales flow or the cooperation flow from the input interface, and accumulate in the customer database as customer information for other products using the same information. The sales business promotion method according to any one of claims 1 to 4, wherein the degree of accumulation of customer information or the degree of progress of the commodity transaction is updated. The sales flow or the cooperation flow is constituted by screen data including at least one of sales description information of description contents of a product to be sold, conversation contents with a customer, and operation instruction contents to a sales person. The sales business promotion method according to claim 1. A character image corresponding to at least one of the attributes of the sales behavior information is extracted from a character database storing a character image for each attribute and output to an output interface together with the corresponding sales flow or cooperation flow. The sales business promotion method according to claim 6, wherein: Acquiring authority information according to the user of the computer or the sales business content by an input interface or an authentication process,
Collating the acquired authority information with an authority correspondence table that defines the correspondence between the authority information and the character image, and recognizing the corresponding character image;
Extracting the recognized corresponding character image from the character database;
Outputting the extracted character image to the output interface together with the sales flow or the cooperation flow;
8. The sales business promotion method according to claim 6, further comprising: A step of recognizing, via an input interface, a customer's answer made in response to the output of the sales flow or the cooperation flow, or an acquisition state of an instruction input of a sales person,
Transmitting a correspondence request notification to a terminal of a person in charge corresponding to the character image being output, according to the recognized acquisition state;
The sales business promotion method according to any one of claims 6 to 8, comprising: Along with outputting at least one of the sales behavior information to the output interface,
The sales behavior information to be output is compared with a corresponding screen data table that defines the correspondence between the sales behavior information and the screen data in the output interface, and the output form of the screen data related to the sales behavior information is changed. The sales business promotion method according to any one of claims 6 to 9, wherein: A system for promoting sales business for a customer, a means for receiving customer information of a customer to be sold from an input interface or extracting and acquiring the customer information from a customer database according to a customer attribute;
Means for selecting two or more recommended products to the customer based on the acquired customer information;
Means for extracting a sales flow for each of the selected recommended products from a product flow database storing sales flows for each product;
Means for extracting a cooperative flow of the sales business from the selected one recommended product to another recommended product from a cooperative flow database storing a cooperative flow defined between the products;
Means for generating a scenario in which the sales flow according to the selected one recommended product and the sales flow according to the other recommended product are combined by the cooperation flow,
Means for sequentially outputting the sales flow and the cooperation flow to an output interface according to the scenario,
Sales business promotion system characterized by including. A program that causes a computer to execute a method of driving sales to a customer,
Accepting customer information of the customer to be sold from the input interface or extracting and acquiring the customer information from the customer database according to the attribute of the customer;
Selecting two or more recommended products to the customer based on the acquired customer information;
Extracting the sales flow for each of the selected recommended products from a product flow database storing sales flows for each product;
Extracting a cooperation flow of the sales business from the selected one recommended product to another recommended product from a cooperation flow database storing a cooperation flow defined between the products;
Generating a scenario in which a sales flow according to the selected one recommended product and a sales flow according to the other recommended product are combined by the cooperation flow;
Sequentially outputting the sales flow and the cooperation flow to an output interface according to the scenario,
Sales business promotion program characterized by including. A computer-readable recording medium on which the sales promotion program according to claim 12 is recorded.

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