JP2014021742A - Sales support system, sales support method and sales support program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a sales support system, a sales support method and a sales support program for supporting sales promotion in a store.SOLUTION: In individual sales support processing, a control section 21 of a management server 20 searches contract conclusion information, and when detecting a contract conclusion case, executes the extraction processing of visiting customer information. Then, the control section 21 compares the visiting customer information of a visiting customer with the visiting customer information of the contract conclusion case, and gives priority to each item. Then, the control section 21 determines output information in accordance with overall points. Furthermore, the control section 21 corrects the output information in accordance with congestion situations. Also, in whole sales support processing, the control section 21 executes the calculation processing of the statistical value of visiting customer attributes, and when determining that the calculated statistical value is beyond the allowable range of clientele prediction, executes the specification processing of exhibition content in accordance with the statistical value.

Description

  The present invention relates to a sales support system, a sales support method, and a sales support program for supporting sales promotion in a store.

  In order to promote sales, it is important to consider market needs, and a system for collecting these needs is also being studied (for example, see Patent Document 1). In the technique described in this document, instead of a manufacturer who manufactures a product, a seller who sells the product conducts a questionnaire to customers using a dialogue scenario. The dialogue scenario is executed by an information collecting device installed at a store of a seller. The information collecting apparatus transmits the dialogue content to the manufacturer terminal via the network. A dialogue scenario is usually created by a research company so that the manufacturer can collect the desired information.

  In addition, a system for selling a financial product that reflects the user's view of the financial product has been studied (see, for example, Patent Document 2). In the technology described in this document, a questionnaire regarding the concept of an investment trust, which is a financial product, is surveyed for each user, and the questionnaire results are stored in a questionnaire result table of a questionnaire database. When a user desires to purchase an investment trust through a public network, the user searches the questionnaire database and sells an investment trust product suitable for the user's way of thinking to the user.

JP 2002-324158 (first page, FIG. 1) JP 2001-350927 A (first page, FIG. 1)

  In mass merchandising stores and the like, it is necessary to efficiently provide advice on product selection and effective promotion to visitors who are prospective purchasers of products. However, the products to be proposed differ depending on the attributes of the store visitor. Also, the person in charge of sales has different experiences and skills. For this reason, accurate products and advice may be difficult. In addition, if a uniform customer service talk is performed, it is not possible to deal with the congestion of the store and the attributes of the customers visiting the store.

  The present invention has been made to solve the above-described problems, and provides a sales support system, a sales support method, and a sales support program for supporting sales promotion in a store.

  In order to solve the above-described problems, the invention described in claim 1 includes a store visitor information storage unit that records store visitor information at a store, and a contract information storage unit that records contract information in association with the store visitor information. And a sales information storage unit that records sales information for the store visitor in association with the store visitor information and a management server connected to the salesperson terminal, wherein the management server is a salesperson terminal. When the store visitor information input in the above is acquired, the store visitor information is recorded in the store visitor information storage unit, and the store visitor information storage unit has the same content of the store visitor information and associates with the contract information. Identifying the past store visitor information, extracting sales information associated with the identified store visitor information from the sales information storage unit, and transmitting it to the salesperson terminal, The customer service talk collected at the salesperson terminal is recorded in the sales information storage unit in association with the visitor information acquired from the salesperson terminal, and the contract information including the sales product information is acquired from the salesperson terminal. In this case, the contract information is recorded in the contract information storage unit in association with the store visitor information.

  The invention according to claim 2 is the sales support system according to claim 1, wherein the sales situation information of the visitor at the store is acquired, and the sales information to be transmitted to the salesperson terminal according to the congestion status is obtained. The gist is to change.

  According to a third aspect of the present invention, in the sales support system according to the first or second aspect, a photographed image obtained by photographing a customer at the store is acquired from the salesperson terminal, and a customer attribute is specified based on the photographed image. The gist of extracting sales information to be transmitted to the salesperson terminal based on the customer attribute.

  According to a fourth aspect of the present invention, in the sales support system according to any one of the first to third aspects, the situation information of other companies in the store is acquired, and the salesperson terminal is based on the situation information. The main point is to change the customer service talk information to be transmitted.

  The invention according to claim 5 is the sales support system according to any one of claims 1 to 4, wherein the plurality of store visitor information acquired from the store visitor information storage unit within a predetermined reference period. The gist of the present invention is to calculate a statistic value and output an instruction to change exhibition information based on the statistic value.

  The invention described in claim 6 relates to the store visitor information storage unit that records store visitor information at the store, the contract information storage unit that records the contract information in association with the store visitor information, and the store visitor information. A sales support method for supporting sales using a sales support system including a sales information storage unit that records sales information for a visitor and a management server connected to a salesperson terminal, wherein the management server includes a salesperson When the store visitor information input at the terminal is acquired, the store visitor information is recorded in the store visitor information storage unit, and the store visitor information storage unit has the same content of the store visitor information as the contract information. The associated past store visitor information is specified, and sales information associated with the specified store visitor information is extracted from the sales information storage unit and sent to the salesperson terminal. The customer service talk collected at the salesperson terminal is recorded in the sales information storage unit in association with the store visitor information acquired from the salesperson terminal, and the contract information including the sales product information is recorded from the salesperson terminal. When acquired, the contract information is recorded in the contract information storage unit in association with the store visitor information.

  The invention described in claim 7 relates to the store visitor information storage unit that records store visitor information in the store, the contract information storage unit that records the contract information in association with the store visitor information, and the store visitor information. A sales support program for supporting sales using a sales support system including a sales information storage unit that records sales information for a visitor and a management server connected to a salesperson terminal, the management server comprising: When the store visitor information input in the salesperson terminal is acquired, the store visitor information is recorded in the store visitor information storage unit, and the store visitor information storage unit has the same content of the store visitor information, and the contract is concluded. Identifying past visitor information associated with the information, extracting sales information associated with the identified visitor information from the sales information storage unit, and The customer service talk transmitted to the salesperson terminal and collected at the salesperson terminal is recorded in the sales information storage unit in association with the store visitor information acquired from the salesperson terminal, and the sales product information is received from the salesperson terminal. When the contract information including the contract information is acquired, the contract information is related to the store visitor information and recorded in the contract information storage unit.

(Function)
According to the invention described in claim 1, 6 or 7, the contents of the store visitor information are common, the past store visitor information associated with the contract information is specified, and the sales information associated with the store visitor information. Is extracted from the sales information storage unit and transmitted to the salesperson terminal. Thereby, sales promotion suitable for a visitor can be performed using the past sales information accumulated.

  According to the second aspect of the present invention, the congestion status information is acquired, and the sales information transmitted to the salesperson terminal is changed according to the congestion status. Accordingly, efficient sales promotion such as shortening the contents of the customer service talk can be performed according to the congestion situation.

  According to the third aspect of the present invention, a photographed image obtained by photographing the customer at the store is acquired from the salesperson terminal, and the customer attribute is specified based on the photographed image. Thereby, according to the customer attribute specified by the appearance (for example, clothes) of the store visitor, sales promotion can be performed efficiently.

  According to the fourth aspect of the present invention, the situation information of the other company in the dealer is acquired, and the customer service talk information transmitted to the salesperson terminal is changed based on the situation information. Thereby, efficient and accurate sales promotion can be performed according to the sales situation of the other company in the store.

  According to the fifth aspect of the present invention, the display information change instruction is output based on the statistical value of the store visitor information. Thereby, it is possible to perform an accurate sales promotion in consideration of the overall trend of the store visitor.

  According to the present invention, it is possible to provide a sales support system, a sales support method, and a sales support program for supporting sales promotion in a store.

The system schematic of embodiment of this invention. It is explanatory drawing of the data recorded on each data storage part of embodiment of this invention, (a) is a basic information storage part, (b) is a sales floor photograph storage part, (c) is a store visitor information storage part, (D) is an audio | voice information storage part, (e) is explanatory drawing of a contract information storage part. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of other embodiment.

  DESCRIPTION OF EMBODIMENTS Hereinafter, embodiments embodying the present invention will be described with reference to FIGS. In the present embodiment, it is assumed that a salesperson sells a product (sales promotion) to a store visitor at a store of a store, and a sales support system, a sales support method, and a method for supporting such a sales promotion This will be explained as a sales support program.

  Here, as shown in FIG. 1, the sales support process in the public relations activity is executed using the salesperson terminal 10, the management server 20, and the administrator terminal 30. The management server 20 is connected to the salesperson terminal 10 and the manager terminal 30 via a network such as the Internet.

  The salesperson terminal 10 is a computer terminal (for example, a mobile terminal provided with a tablet terminal, a smartphone, a head-mounted display, etc.) carried by each salesperson. The salesperson terminal 10 includes a control unit 11, a memory 12, a communication unit 13, a touch panel display 14, a camera 15, a microphone 16, and a voice recognition unit 17. The control unit 11 is realized by control means (CPU, RAM, ROM, etc.). The control unit 11 controls the touch panel display 14 to the voice recognition unit 17 and controls communication with the management server 20 and the administrator terminal 30 via the communication unit 13.

  In the memory 12, data relating to the salesperson code and the store code are recorded. The communication unit 13 functions as a communication unit for transmitting various types of information to the management server 20 and receiving various types of information from the management server 20 via the wireless communication network. The touch panel display 14 functions as an input unit for inputting various information and an output unit for outputting various information. The camera 15 functions as a means for photographing the layout of products at the sales floor. The microphone 16 functions as a means for collecting the voice of the customer service talk including the sales talk of the salesperson. The voice recognition unit 17 executes a process of converting the collected voice into text by the microphone 16.

  The management server 20 is a computer system that supports sales promotions in stores. The management server 20 includes a control unit 21, a basic information storage unit 22, a sales floor photo storage unit 23, a store visitor information storage unit 24, a voice information storage unit 25, and a contract information storage unit 26. Here, the basic information storage unit 22, the sales floor photo storage unit 23, and the audio information storage unit 25 each function as a sales information storage unit.

  The control unit 21 is realized by control means (CPU, RAM, ROM, etc.). And this control part 21 performs the process (Each process, such as an information registration stage, an individual assistance stage, a whole assistance stage, etc.) mentioned later. By executing the sales support program for this purpose, the control unit 21 functions as each unit such as the information registration unit 211, the individual support unit 212, and the overall support unit 213.

  The information registration unit 211 executes a process of recording various information acquired from the salesperson terminal 10 in each information storage unit. Further, the control unit 21 is connected to a known weather information providing server via the Internet. And the information registration means 211 acquires the weather information of the location of a store from this weather information provision server.

The individual support means 212 executes processing for supporting sales of each salesperson. The individual support means 212 holds data related to the congestion evaluation reference value for evaluating the congestion situation.
The overall support means 213 collects information acquired from each salesperson terminal 10 and executes a process for supporting the sales of the entire store. This overall support means 213 holds data relating to an allowable range for store visitor segment prediction (for example, a fluctuation range with respect to the main customer segment ratio).

  As shown in FIG. 2A, basic management data 220 for managing sales promotions is recorded in the basic information storage unit 22. The basic management data 220 is registered in advance before performing sales promotion. The basic management data 220 includes a questionnaire item table 221, a priority table 222, a store management table 223, and general customer service talk information 224.

In the questionnaire item table 221, the contents of the questionnaire to be provided to the store visitor are recorded for the item number.
In the priority table 222, a weighting value is recorded for each questionnaire item number included in the questionnaire. By using this weighting value, it is possible to specify information used for sales promotion with respect to a questionnaire response of the customer visiting the store.

  In the store management table 223, for store codes of each store, an identifier for specifying the store location and store form and data relating to the contact information of the manager terminal 30 of the store are recorded. Store forms include mass retailers and specialty stores. Furthermore, in this store management table 223, for each store, store visitor prediction for each business hours, and display method designation corresponding to store visitor prediction are recorded. In this store visitor segment prediction, the ratio of each customer segment is set. In this display method specification, display methods such as pops, message board output contents, product layouts, and the like corresponding to customer groups are specified. In this product layout, an image of a sales floor photo recorded in a sales floor photo storage unit 23 described later is used.

  In the general customer service talk information 224, the content of a talk (a keyword in the customer service talk) performed in a normal sales promotion is recorded. In the present embodiment, when the talk content corresponding to the store visitor cannot be extracted from the voice information storage unit 25, the talk content recorded in the general customer service talk information 224 is used.

  As shown in FIG. 2B, the sales floor photo storage unit 23 stores a sales floor photo management record 230 for specifying the status of the sales floor. The sales floor photo management record 230 is recorded when an image is acquired from the salesperson terminal 10. The sales floor photo management record 230 is configured to include data related to date and time, store code, and image.

In the date / time data area, data related to the date and time when the image of the sales floor photo is recorded is recorded.
In the store code data area, data relating to an identifier for specifying the store where the sales floor photograph is taken is recorded.
In the image data area, data relating to an image obtained by photographing the sales floor situation at the time of sales promotion is recorded.

  As shown in FIG. 2C, the store visitor information storage unit 24 stores a store visitor management record 240 for managing store visitors who have visited the store. The store visitor management record 240 is recorded when store visitor information is acquired from the salesperson terminal 10. The store visitor management record 240 includes sales code, store code, date and time, salesperson code, weather, attributes, and data regarding questionnaire responses.

In the sales code data area, data relating to an identifier for specifying each sales promotion for the store visitor is recorded.
In the store code data area, data relating to an identifier for specifying the store where the sales promotion is performed is recorded.

In the date / time data area, data relating to the date (day of week) and time when the store visitor information is recorded is recorded.
In the salesperson code data area, data relating to an identifier for identifying a salesperson who has made a sales promotion to the store visitor is recorded.

In the weather data area, data relating to an identifier for specifying the weather when the sales promotion is performed is recorded.
In the attribute data area, information for specifying the customer group (occupation, gender, age group, clothes) of the store visitor is recorded.

  In the questionnaire response data area, data related to the customer's answers in the questionnaire is recorded. In this data area, data relating to each answer of the store visitor is recorded for the item number of the questionnaire.

  As shown in FIG. 2 (d), the voice information storage unit 25 records a voice management record 250 for managing a customer service talk when a salesperson performs a sales promotion for a customer. This voice management record 250 is recorded when the voice-recognized text is acquired from the salesperson terminal 10. This voice management record 250 includes data relating to sales code, date and time, salesperson code, and talk contents.

In the sales code data area, data relating to an identifier for specifying each sales promotion for the store visitor is recorded.
In the date / time data area, data related to the date and time when the audio information is recorded is recorded.

In the salesperson code data area, data relating to an identifier for identifying a salesperson who has made a sales promotion to the store visitor is recorded.
In the talk content data area, the talk content used for the customer service talk given to the store visitor is recorded. In this embodiment, a plurality of keywords are extracted from the speech-recognized text and recorded as talk contents.

  As shown in FIG. 2E, the contract information storage unit 26 records a contract management record 260 for managing contracts (contracts) made based on sales promotions for customers. The contract management record 260 is recorded when contract information is acquired from the salesperson terminal 10. The contract management record 260 includes data related to a sales code, a store code, a date and a product code.

In the sales code data area, data relating to an identifier for specifying each sales promotion for the store visitor is recorded.
In the store code data area, data relating to an identifier for specifying the store where the sales promotion is performed is recorded.

In the date and time data area, data related to the date and time when the contract information is recorded is recorded.
In the product code data area, data relating to an identifier for specifying a product contracted based on sales promotion is recorded.

  The administrator terminal 30 is a computer terminal used by an administrator who manages a store. The administrator terminal 30 includes input means such as a keyboard and a pointing device, and display means such as a display. The administrator uses the various information acquired from the management server 20 to give various instructions to the salesperson at the store.

  Next, the sales support method in this embodiment is demonstrated according to FIGS. Here, the outline (FIG. 3), the individual sales support process (FIG. 4), and the overall sales support process (FIG. 5) will be described in this order.

(Overview of sales support processing)
First, the outline of the sales support process in the sales promotion will be described with reference to FIG. When performing sales at the store, the salesperson activates the salesperson terminal 10. The salesperson code and the store code of the store where the sales are performed are input to the touch panel display 14. In this case, the control unit 11 of the salesperson terminal 10 temporarily stores the salesperson code and the store code in the memory 12.

  Here, the control unit 21 of the management server 20 executes a sales floor photo registration process (step S1-1). Specifically, the salesperson uses the camera 15 of the salesperson terminal 10 to photograph the sales floor where the product is sold. Then, the sales floor photograph image is transmitted together with the store code to the management server 20 via the communication unit 13 of the salesperson terminal 10. The information registration unit 211 of the control unit 21 of the management server 20 that has received the sales floor photo image acquires the current date and time from the system timer, generates a sales floor photo management record 230 that records the date and time, the store code, and the sales floor photo image. Recorded in the sales floor photo storage unit 23.

  Next, a case is assumed where a questionnaire is requested to a store visitor. In this case, the attributes of the store visitor are input using the touch panel display 14 of the salesperson terminal 10. In this case, the control unit 11 of the salesperson terminal 10 temporarily stores the input attribute information in the memory 12. Next, a questionnaire display instruction is input. Then, the salesperson terminal 10 is lent to a visitor.

  In this case, the salesperson terminal 10 executes a questionnaire output process (step S2-1). Specifically, the control unit 11 of the salesperson terminal 10 acquires the questionnaire item table 221 recorded in the basic information storage unit 22 of the management server 20. Then, the control unit 11 outputs the contents of the questionnaire recorded in the questionnaire item table 221 to the touch panel display 14.

  Next, the salesperson terminal 10 executes a questionnaire response acquisition process (step S2-2). Specifically, the store visitor inputs a questionnaire response to the questionnaire content displayed on the touch panel display 14 of the salesperson terminal 10. In this case, the control unit 11 temporarily stores the inputted questionnaire response in the memory 12.

  Next, the salesperson terminal 10 executes store information transmission processing (step S2-3). Specifically, when all the questionnaire items have been input, the salesperson terminal 10 performs the end input. When the end input is detected, the control unit 11 of the salesperson terminal 10 transmits the store visitor information to the management server 20 via the communication unit 13. The store visitor information includes temporarily stored attribute information and data related to questionnaire responses.

  Next, the control part 21 of the management server 20 performs registration processing of store visitor information (step S2-4). Specifically, the information registration unit 211 of the control unit 21 acquires store visitor information from the salesperson terminal 10. And the information registration means 211 gives the sales code for identifying each sales.

  Furthermore, the information registration unit 211 specifies the location of the store based on the store code from the store management table 223 recorded in the basic information storage unit 22. Next, the information registration unit 211 accesses the weather information providing server and acquires the weather information of this location. Then, the information registration unit 211 generates a visitor management record 240 in which the sales code, the store code, the current date and time, the salesperson code, the weather, the attribute, and the questionnaire response are recorded, and registers them in the visitor information storage unit 24.

  Next, the control part 21 of the management server 20 performs a sales support process (step S2-5). In this embodiment, an individual sales support process and an overall sales support process are performed. Details of these will be described later with reference to FIGS. Note that the overall sales support process is not limited to the response of the store visitor, and may be performed periodically.

  Next, the control unit 21 of the management server 20 executes a sales promotion information transmission process (step S2-6). Specifically, the individual support means 212 of the control unit 21 transmits sales promotion information (contents of customer service talk) to the salesperson terminal 10 that is in correspondence with the store visitor. Further, the overall support unit 213 transmits sales promotion information to the manager terminal 30.

  Here, in the overall sales support process, the manager terminal 30 executes a sales promotion information display process (step S2-7). Specifically, the manager terminal 30 outputs the sales promotion information acquired from the management server 20 to the display.

  In this case, the manager terminal 30 executes a sales promotion technique change instruction process (step S2-8). Specifically, the manager refers to the sales promotion information displayed on the display and determines whether or not the sales promotion method needs to be changed as necessary. When it is determined that the sales promotion method needs to be changed, the changed content is input to the administrator terminal 30. In this case, the manager terminal 30 transmits a sales promotion method change instruction to the salesperson terminal 10.

  Next, the salesperson terminal 10 executes a change instruction output process (step S2-9). Specifically, the control unit 11 of the salesperson terminal 10 outputs the change instruction acquired from the administrator terminal 30 to the touch panel display 14. In response to this, the salesperson changes the sales method.

  In the individual sales support process, the salesperson terminal 10 executes a sales promotion information output process (step S2-10). Specifically, the control unit 11 of the salesperson terminal 10 outputs the sales promotion information (contents of customer service talk) acquired from the management server 20 to the touch panel display 14. Then, the salesperson performs a customer service talk with reference to the sales promotion information displayed on the touch panel display 14.

  When the customer service talk is being performed, the salesperson terminal 10 executes a speech recognition result registration process (step S1-2). Specifically, the control unit 11 of the salesperson terminal 10 collects a customer service talk (voice) via the microphone 16. Further, the voice recognition unit 17 converts the collected voice into text. Then, the control unit 11 transmits the text (talk contents) acquired from the voice recognition unit 17 to the management server 20 via the communication unit 13.

  Furthermore, when the sales promotion ends, the salesperson terminal 10 executes contract information registration processing (step S1-3). The salesperson inputs the success / failure of the sales promotion for the store visitor to the salesperson terminal 10. Here, when the contract is concluded, the product code of the sold product is input. Then, the control unit 11 of the salesperson terminal 10 transmits success / failure information to the management server 20. The success / failure information includes data related to the store code and the product code of the sold product. The control unit 21 of the management server 20 that has acquired the contract information from the salesperson terminal 10 generates a contract management record 260 based on the current date and time and the contract information, and records it in the contract information storage unit 26.

(Individual sales support processing)
Next, the individual sales support process will be described with reference to FIG.
First, the control unit 21 of the management server 20 executes contract information search processing (step S3-1). Specifically, the individual support means 212 of the control unit 21 searches for the contract management record 260 recorded in the contract information storage unit 26.

  Next, the control part 21 of the management server 20 performs the determination process about whether there exists a contract example (step S3-2). Specifically, the individual support means 212 of the control unit 21 determines that there is a contract case when the contract management record 260 can be extracted in the contract information storage unit 26.

  If the contract management record 260 cannot be extracted and it is determined that there is no contract case (“NO” in step S3-2), the control unit 21 of the management server 20 determines the output of general information. Processing is executed (step S3-3). Specifically, the individual support means 212 of the control unit 21 acquires the general customer service talk information 224 from the basic information storage unit 22.

  On the other hand, when it is determined that the contract management record 260 can be extracted and there is a contract case (in the case of “YES” in step S3-2), the control unit 21 of the management server 20 performs the process of extracting the store visitor information. Execute (Step S3-4). Specifically, the individual support means 212 of the control unit 21 acquires the sales code recorded in each extracted contract management record 260. Next, the individual support means 212 extracts the store visitor management record 240 in which the acquired sales code is recorded from the store visitor information storage unit 24. Then, the extracted store visitor management record 240 is sequentially specified as a processing target, and the following processing is repeated.

  First, the control unit 21 of the management server 20 executes priority assignment processing for each item (step S3-5). Specifically, the individual support means 212 of the control unit 21 records the contents of each item recorded in the store visitor management record 240 of the store visitor who is dealing with and the store visitor management record 240 to be processed. Compare the contents. In this embodiment, items included in the store code, date and time (month, day of the week, time zone), weather, attributes, questionnaire responses, and the like are used as comparison items. Then, the individual support unit 212 acquires and temporarily stores the weighting values of the priority table 222 recorded in the basic information storage unit 22 for items whose contents match.

Next, the control unit 21 of the management server 20 executes a comprehensive point calculation process (step S3-6). Specifically, the individual support means 212 of the control unit 21 calculates the total score by summing the temporarily stored weight values. Then, the individual support means 212 temporarily stores the calculated total score in association with the sales code.
The above processing is executed for all the extracted visitor management records 240.

  Next, the control unit 21 of the management server 20 executes output information determination processing according to the total score (step S3-7). Specifically, the individual support means 212 of the control unit 21 rearranges the sales codes in descending order of the total score. Next, the individual support means 212 identifies the sales code associated with the highest overall score, and extracts the contract management record 260 in which the sales code is recorded from the contract information storage unit 26. Then, the individual support means 212 identifies the product code recorded in the contract management record 260 as a product recommended for this visitor. Further, the individual support unit 212 extracts the voice management record 250 in which the sales code is recorded from the voice information storage unit 25. Then, the individual support unit 212 acquires the talk content recorded in the extracted voice management record 250.

  Next, the control part 21 of the management server 20 performs the acquisition process of the congestion condition information in a store (step S3-8). Specifically, the individual support means 212 of the control unit 21 calculates the number of customer management records 240 in which the store code of the same store is recorded and recorded within a predetermined time from the current time. Then, the individual support means 212 evaluates the level of the congestion status by comparing the number of records with the congestion evaluation reference value.

  Next, the control unit 21 of the management server 20 executes output information correction processing according to the congestion situation (step S3-9). Specifically, when the individual support means 212 of the control unit 21 determines that the congestion state is low because the number of records is smaller than the congestion evaluation reference value, the individual support unit 212 includes the talk content acquired from the voice information storage unit 25. Use all keywords. On the other hand, when the number of records is equal to or greater than the congestion evaluation reference value, the individual support unit 212 displays the number of keywords included in the talk content acquired from the voice information storage unit 25 when it is determined that the congestion state is high. Filter according to frequency.

  Next, the control part 21 of the management server 20 performs the transmission process of sales promotion information (step S3-10). Specifically, the individual support means 212 of the control unit 21 transmits the specified product code and keyword to the salesperson terminal 10 of the salesperson who is currently dealing with the customer (step S2-6).

(Whole sales support processing)
Next, the overall sales support process will be described with reference to FIG. Here, an exhibition method (for example, pop, message board, product layout, etc.) is periodically instructed for each store according to the overall situation (atmosphere).

  First, the control part 21 of the management server 20 performs the calculation process of the statistical value of a visitor attribute (step S4-1). Specifically, the overall support means 213 of the control unit 21 extracts, for each store, the store visitor management record 240 recorded within a predetermined time from the current time from the store visitor information storage unit 24. Then, the overall support means 213 calculates a statistical value for the visitor attribute information recorded in the extracted visitor management record 240. For example, as the statistical value, it is possible to use the attribute of the most visited customers and the average value of the attribute code values.

  Next, the control part 21 of the management server 20 performs the determination process about whether it is in the tolerance | permissible_range of a store visitor layer prediction (step S4-2). Specifically, the overall support means 213 of the control unit 21 acquires a store visitor prediction for the business hours including the current time from the store management table 223 recorded in the basic information storage unit 22. The overall support means 213 determines whether or not the calculated statistical value is included within the allowable range of the visitor segment prediction.

  When it determines with it being in the tolerance | permissible_range of a visitor class prediction (in the case of "YES" at step S4-2), the control part 21 of the management server 20 performs a scheduled display process (step S4-3). Specifically, the overall support means 213 of the control unit 21 specifies the display method designation for the business hours including the current time in the store management table 223.

  On the other hand, if it is determined that it is not within the allowable range of customer prediction (in the case of “NO” in step S4-2), the control unit 21 of the management server 20 executes display content specifying processing according to the statistical value ( Step S4-4). Specifically, the overall support means 213 of the control unit 21 specifies the display method designation for the visitor segment prediction closest to the statistical value in the store management table 223.

  Next, the control part 21 of the management server 20 performs the transmission process of sales promotion information (step S4-5). Specifically, the overall support means 213 of the control unit 21 acquires from the store management table 223 the pop and message board output contents corresponding to the display method designation. As for the product layout, an image of the sales floor photo at the same time zone is acquired from the sales floor photo storage unit 23. Next, the overall support means 213 transmits the sales promotion information including the specified output contents and images to the manager terminal 30 of this store (step S2-6).

As described above, according to the present embodiment, the following effects can be obtained.
(1) In the above embodiment, the salesperson terminal 10 executes a questionnaire output process (step S2-1), a questionnaire response acquisition process (step S2-2), and a visitor information transmission process (step S2-3). To do. And control part 21 of management server 20 performs registration processing of store visitor information (Step S2-4). Thereby, store visitor information can be obtained using the salesperson terminal 10.

  When the customer service talk is being performed, the salesperson terminal 10 executes a speech recognition result registration process (step S1-2). Furthermore, when the sales promotion ends, the salesperson terminal 10 executes contract information registration processing (step S1-3). As a result, customer service talks in sales promotions can be accumulated, and the contract status by sales promotions can be determined.

  (2) In the above embodiment, in the individual sales support process, the control unit 21 of the management server 20 executes the contract information search process (step S3-1). When it is determined that there is a contracted case (“YES” in step S3-2), the control unit 21 of the management server 20 executes store information extraction processing (step S3-4). Next, for each store visitor information, priority assignment processing (step S3-5) and total score calculation processing (step S3-6) are executed for each item. And the control part 21 of the management server 20 determines the output information according to the total score (step S3-7). Thereby, the sales promotion information (recommended product and customer service talk) used in sales promotion can be specified based on the contract case.

  (3) In the above embodiment, in the individual sales support process, the control unit 21 of the management server 20 acquires the congestion status information in the store (step S3-8), and corrects the output information according to the congestion status ( Step S3-9) is executed. Thereby, efficient sales promotion can be performed according to the situation in the store.

  (4) In the above-described embodiment, in the overall sales support process, the control unit 21 of the management server 20 executes a determination process as to whether or not it is within the allowable range of the customer segment prediction (step S4-2). And when it determines with it being in the tolerance | permissible_range of a customer visitor layer prediction (in the case of "YES" in step S4-2), the control part 21 of the management server 20 performs a scheduled display process (step S4-3). Thereby, an exhibition method can be changed according to the customer class in business hours.

  On the other hand, if it is determined that it is not within the allowable range of customer prediction (in the case of “NO” in step S4-2), the control unit 21 of the management server 20 executes display content specifying processing according to the statistical value ( Step S4-4). As a result, the display method can be changed in a flexible manner even for customers different from the forecast.

In addition, you may change the said embodiment into the following aspects.
In the above embodiment, the attributes of the store visitor are input using the touch panel display 14 of the salesperson terminal 10, and the store visitor information is transmitted to the management server 20. The method for inputting the visitor attribute is not limited to this. For example, a visitor may be photographed using the camera 15 of the salesperson terminal 10, and this photographed image may be registered as attribute information. In this case, in the priority assignment process (step S3-5) for each item, a high weighting value is assigned according to the similarity of the clothes of the store visitor.

  -In the said embodiment, the salesperson terminal 10 performs a questionnaire output process (step S2-1). In this case, the control unit 11 of the salesperson terminal 10 acquires the questionnaire item table 221 recorded in the basic information storage unit 22 of the management server 20. Instead, the questionnaire item table 221 may be held in the memory 12 of the salesperson terminal 10.

  In the above embodiment, the control unit 21 of the management server 20 executes output information determination processing according to the total score (step S3-7). Here, the contents of customer service talk (individual) and pop (whole) may be changed according to the situation of another company's booth adjacent to the store. For example, when the booths of other companies are crowded, content that emphasizes the strength of the products of other companies is output. For this purpose, feature information (strength information) of the company's products for the products sold at the booths of other companies is recorded in the basic information storage unit 22. Furthermore, the individual support means 212 holds data relating to a reference value for determining whether or not the success is achieved. This process will be described with reference to FIG.

  First, the control unit 21 of the management server 20 executes another booth situation acquisition process (step S5-1). Specifically, the salesperson uses the salesperson terminal 10 to photograph another company's booth (other booth) adjacent to the company booth. Then, the booth information of the other company is transmitted to the management server 20 using the salesperson terminal 10. In this case, the adjacent booth information includes identification information for identifying the other company of the booth that was shot, and a shot image.

  The control unit 21 of the management server 20 that has received the other company's booth information calculates the number of people included in the captured image. For example, the individual support means 212 calculates the number of people by a known face detection process (a technique for detecting a face area in a captured image).

  Next, the control part 21 of the management server 20 performs the determination process about whether another booth is a success (step S5-2). Specifically, the individual support unit 212 of the control unit 21 compares the number of people calculated based on the captured image with a reference value. Then, when the number of persons included in the photographed image is larger than the reference value, it is determined as being a success.

  When it is determined that the other booth is a success (in the case of “YES” in step S5-2), the control unit 21 of the management server 20 executes a process of identifying information that opposes the products of the other booth (step S5-3). . Specifically, the individual support means 212 of the control unit 21 extracts, from the basic information storage unit 22, the feature information of the products sold at the company booth for the products sold at the booths of other companies determined to be successful. To do. In addition, when it determines with another booth not being successful (in the case of "NO" in step S5-2), the control part 21 of the management server 20 specifies the information which opposes the product of another booth (step S5-3). To skip. In this case, the sales promotion information specified by the sales support process described above is used.

Next, the control unit 21 of the management server 20 executes a sales promotion information transmission process (step S5-4). Specifically, the individual support means 212 of the control unit 21 transmits output information including feature information to the salesperson terminal 10 (step S2-6).
Thereby, the customer service talk can be changed according to the situation of the booth of another company, and efficient sales promotion can be supported.

  -In the above-mentioned embodiment, control part 21 of management server 20 performs acquisition processing of congestion situation information in a store (Step S3-8). Here, the congestion state is determined based on the number of records of the store visitor management record 240 recorded in the store visitor information storage unit 24. The determination method of the congestion situation is not limited to this. For example, the congestion situation may be determined based on captured images around the sales floor. In this case, the camera 15 of the salesperson terminal 10 is used. Further, a camera for photographing the sales floor may be installed in the store, and the surroundings of the sales floor may be photographed using this camera. Then, the captured image is transmitted to the management server 20. In this case, the control unit 21 of the management server 20 calculates the number of people included in the captured image using a known method (for example, face detection technology), and determines the congestion state.

  In the above embodiment, the control unit 21 of the management server 20 executes output information correction processing according to the congestion status (step S3-9). In addition to this, the contents of the questionnaire may be changed according to the congestion situation. In this case, priorities are assigned to the questionnaire items recorded in the basic information storage unit 22. And at the time of questionnaire output, the individual support means 212 determines a questionnaire item according to the congestion situation. Specifically, the store is regularly photographed in the store, and the congestion situation is determined based on the number of people included in the photographed image. In a crowded state where the number of captured images is large, the control unit 21 of the management server 20 outputs a questionnaire including only the questionnaire items with high priority to the salesperson terminal 10. On the other hand, when the number of captured images is small and not crowded, the control unit 21 of the management server 20 outputs a questionnaire including all questionnaire items to the salesperson terminal 10. Thereby, priority can be given to the efficiency of a questionnaire at the time of congestion, and the contents of a questionnaire can be detailed at the time of a quiet time.

  In the above embodiment, the sales floor photo storage unit 23 records the sales floor photo management record 230 for specifying the status of the sales floor. Then, in the sales information transmission process (step S4-5), an image of the store floor photograph of the store is acquired from the sales floor photograph storage unit 23 for the product layout, and is transmitted to the manager terminal 30. The sales promotion information is not limited to this. For example, a model pattern image (AR (augmented reality) image) for a product layout or the like may be recorded as sales promotion information. Then, the AR image (product layout or the like) is superimposed and displayed on the real image (real environment) taken by the salesperson terminal 10. Thereby, the salesperson can efficiently change the display method with reference to the model pattern image.

  DESCRIPTION OF SYMBOLS 10 ... Salesperson terminal, 11 ... Control part, 12 ... Memory, 13 ... Communication part, 14 ... Touch panel display, 15 ... Camera, 16 ... Microphone, 17 ... Voice recognition part, 20 ... Management server, 21 ... Control part, 211 ... Information registration means, 212 ... Individual support means, 213 ... Overall support means, 22 ... Basic information storage section, 23 ... Sales floor photo information storage section, 24 ... Store visitor information storage section, 25 ... Voice information storage section, 26 ... Contract Information storage unit, 30... Administrator terminal.

Claims (7)

A store visitor information storage unit that records store visitor information at the store;
A contract information storage unit that records contract information in association with visitor information,
A sales information storage unit that records sales information for store visitors in association with store visitor information;
A sales support system comprising a management server connected to a salesperson terminal,
The management server is
When the store visitor information input at the salesperson terminal is acquired, the store visitor information is recorded in the store visitor information storage unit,
In the store visitor information storage unit, the content of the store visitor information is common and specifies past store visitor information associated with the contract information,
Sales information associated with the identified store visitor information is extracted from the sales information storage unit and transmitted to the salesperson terminal,
The customer service talk collected at the salesperson terminal is recorded in the sales information storage unit in association with the store visitor information acquired from the salesperson terminal,
A sales support system characterized in that, when contract information including sales product information is acquired from the salesperson terminal, the contract information is recorded in the contract information storage unit in association with the store visitor information. Get information on the congestion status of customers at stores,
The sales support system according to claim 1, wherein sales information transmitted to the salesperson terminal is changed according to the congestion state. From the salesperson terminal, obtain a photographed image of the customer visiting the store, identify customer attributes based on the photographed image,
The sales support system according to claim 1 or 2, wherein sales information to be transmitted to the salesperson terminal is extracted based on the customer attribute. Acquire status information of other companies in the dealership,
The sales support system according to any one of claims 1 to 3, wherein customer service talk information transmitted to the salesperson terminal is changed based on the status information. From the store visitor information storage unit, calculate a statistical value of a plurality of store visitor information acquired within a predetermined reference period,
The sales support system according to any one of claims 1 to 4, wherein an instruction to change exhibition information is output based on the statistical value. A store visitor information storage unit that records store visitor information at the store;
A contract information storage unit that records contract information in association with visitor information,
A sales information storage unit that records sales information for store visitors in association with store visitor information;
A sales support method for supporting sales using a sales support system comprising a management server connected to a salesperson terminal,
The management server is
When the store visitor information input at the salesperson terminal is acquired, the store visitor information is recorded in the store visitor information storage unit,
In the store visitor information storage unit, the content of the store visitor information is common and specifies past store visitor information associated with the contract information,
Sales information associated with the identified store visitor information is extracted from the sales information storage unit and transmitted to the salesperson terminal,
The customer service talk collected at the salesperson terminal is recorded in the sales information storage unit in association with the store visitor information acquired from the salesperson terminal,
A sales support method characterized in that when contract information including sales product information is acquired from the salesperson terminal, the contract information is recorded in the contract information storage unit in association with the store visitor information. A store visitor information storage unit that records store visitor information at the store;
A contract information storage unit that records contract information in association with visitor information,
A sales information storage unit that records sales information for store visitors in association with store visitor information;
A sales support program for supporting sales using a sales support system comprising a management server connected to a salesperson terminal,
The management server
When the store visitor information input at the salesperson terminal is acquired, the store visitor information is recorded in the store visitor information storage unit,
In the store visitor information storage unit, the content of the store visitor information is common and specifies past store visitor information associated with the contract information,
Sales information associated with the identified store visitor information is extracted from the sales information storage unit and transmitted to the salesperson terminal,
The customer service talk collected at the salesperson terminal is recorded in the sales information storage unit in association with the store visitor information acquired from the salesperson terminal,
A sales support program that, when contract information including sales product information is acquired from the salesperson terminal, functions as means for recording the contract information in the contract information storage unit in association with the store visitor information.

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