JP3213703U - Guidance menu check sheet for home sales - Google Patents

Abstract

The present invention provides a guidance menu check sheet for home business that can provide necessary explanations for home business. A guidance menu check sheet according to the present invention is a guidance menu check sheet A presented to a customer from a customer service representative when a customer is in charge of housing sales, and a plurality of guidance menu items related to housing sales are provided. For each guidance menu item, the time required for the customer service representative to explain the guidance menu is written together, and the guidance menu item is arranged so that the customer can select the guidance menu item that the customer wants to explain, and is selected by the customer. An entry field A20 is provided in which the total time of the required time written in the plurality of guidance menu items is entered, and is configured as a single sheet. [Selection] Figure 2

Description

  The present invention relates to a guidance menu check sheet for housing business.

  With regard to home sales, for example, in a model house of a housing exhibition hall, a customer service representative such as a salesperson (hereinafter also referred to simply as a person in charge) visits a customer (visitor) and what kind of home the customer wants In addition, we collect and grasp various information through customer service (dialogue) such as budget, loan, land, family structure, etc., and conduct sales activities toward the final contract.

  In particular, in the case of housing sales, the success or failure of the contract depends on the sales force of the person in charge. The person in charge is required to have a wide variety of knowledge under high communication skills, such as advice on housing, loans, taxes, and life plans. If you are an experienced person in charge, you will naturally understand the needs of customers through customer service, and will briefly explain these needs.

  For example, a customer with sufficient housing funds is not interested in explaining the loan. However, in the case of an inexperienced person in charge, as a result of not being able to accurately grasp customer needs, necessary explanations were not communicated, leaked, explanations became redundant, or unnecessary explanations It is not uncommon to have done it endlessly.

  On the other hand, from this point of view, customers are not satisfied with their own needs (what they want to know), and unnecessary explanations are given endlessly. Will be taken.

  Conventionally, in various fields, contrivances and efforts have been made to prevent leakage of necessary explanation items and tasks by using chuck sheets and manuals as sales support tools.

JP 2013-0454557 A Japanese Patent Laid-Open No. 2003-030419 JP 2002-049695 A Japanese Patent No. 5545791

  By utilizing a chuck sheet and a manual as in the inventions described in Patent Documents 1-4, it is possible to explain necessary explanations to some extent without omission even by a person with little experience. However, if the customer needs cannot be accurately grasped, unnecessary explanations may be given, or explanations may become long due to lack of experience. Moreover, even if the person in charge is experienced, it is difficult to accurately grasp the customer needs when the customer service time cannot be taken to some extent.

  The present invention has been proposed in view of the above points, and an object of the present invention is to provide a mechanism that can provide a necessary explanation in relation to housing business.

  In order to solve the above-mentioned problems, a guidance menu check sheet for home sales according to the present invention is a guidance menu check sheet presented to a customer by a customer service representative in the case of customer service for home sales, and relates to home sales. A plurality of guidance menu items are provided, and for each guidance menu item, the time required for the customer service representative to explain the guidance menu is written, and the guidance menu item allows the customer to select a guidance menu item that the customer wants to explain. An entry field is provided in which the total time of the required times written in the plurality of guide menu items selected by the customer is entered and arranged as a single sheet.

  According to the embodiment of the present invention, it is possible to provide a mechanism that can provide a necessary explanation for housing business.

It is a figure which shows an example (the 1) of the guidance menu sheet which concerns on this embodiment. It is a figure which shows an example (the 2) of the guidance menu sheet which concerns on this embodiment. It is a figure which shows the usage example of the guidance menu sheet which concerns on this embodiment. It is a figure which shows the structural example of the guidance menu system which concerns on this embodiment. It is a figure which shows the hardware structural example of the display terminal which concerns on this embodiment. It is a figure which shows the function structural example of the guidance menu system which concerns on this embodiment. It is a figure which shows the example of data of the guidance menu master which concerns on this embodiment. It is a figure which shows the data example of the customer service representative master which concerns on this embodiment. It is a figure which shows an example (the 1) of the guidance menu screen which concerns on this embodiment. It is a figure which shows an example (the 2) of the guidance menu screen which concerns on this embodiment. It is a flowchart explaining the whole information processing concerning this embodiment. It is a figure which shows the data modification of the customer service representative master which concerns on this embodiment.

  Embodiments of the present invention will be described in detail with reference to the drawings. In this embodiment, for example, assuming a place such as a model house or a model room of a residential exhibition hall, a case where a customer service representative such as a salesman visits a customer using a guidance menu check sheet is used. I will explain. Note that the name of the guidance menu check sheet is merely an example, and may be referred to as, for example, a guidance menu sheet, a guidance menu table, a customer service menu sheet (or table), and the like as described below.

[Embodiment 1]
<Guide menu sheet>
FIG. 1 is a diagram illustrating an example (part 1) of a guidance menu sheet according to the present embodiment. The guidance menu sheet A according to the present embodiment in FIG. 1 includes a guidance menu item column A10 and a total required time column A20, and is configured as a single sheet.

  The guidance menu item column A10 is provided with a plurality of guidance menu items A11 that are guidance items relating to housing purchase or housing business. As shown in FIG. 1, for example, guidance topics such as “Guide to Model House”, “Our History”, “2000-2017 Housing Trends”, “Latest Housing Equipment 2017”, etc. A guidance menu that can be explained to customers visiting the model room customer service staff is provided in advance.

  Each guide menu item A11 also includes a required time A12 required for the customer service representative to explain the guide menu. The value of the required time is determined based on the required time required for explanation according to each guidance menu. As shown in FIG. 1, for example, in the case of the guidance menu item “2000 to 17-year housing trend”, the time required for explanation by the customer service representative is set to about 15 minutes.

  The total required time column A20 shows the total time required for the description of all the guidance menu items that the customer wishes to explain. The customer service representative first presents the guidance menu sheet A to the customer. The customer selects a guidance menu item that he / she wishes to explain from a plurality of guidance menu items A11 by giving an instruction on a sheet or verbally conveying the item. The customer service representative enters the number of the guidance menu item selected by the customer and the total time of each required time A12 in the total required time column A20.

  FIG. 2 is a diagram showing an example (part 2) of the guidance menu sheet according to the present embodiment. As shown in FIG. 2, when the guide menu item 1, 2, 4, 5, 6, 9, 11, 16 that the customer wants to explain is selected, the number 1, 2, and the number of the guide menu item selected by the customer. 4, 5, 6, 9, 11, 16 and the total time of each required time of 115 minutes are entered in the total required time column A20.

  Each guidance menu item of the guidance menu item A11 calculates the total time required for the guidance menu item selected by the customer service representative so that the customer can easily see and select the guidance menu item that the customer wants to explain. In order to facilitate, it is preferable to arrange them in the row or column direction.

  FIG. 3 is a diagram showing an example of how the guidance menu sheet according to this embodiment is used.

  FIG. 3A shows an example in which the guidance menu sheet A is realized by, for example, A4 or A3 size paper. When the customer arrives, the customer service representative presents the guidance menu sheet A, and selects the guidance menu item A12 that the customer desires to explain. The customer service representative fills in the total required time column A20 with the number of the guide menu item selected by the customer and the total required time, and hands the input guide menu sheet A to the customer, thereby explaining to the customer. Specify the guidance menu items and total time required for

  FIGS. 3B and 3C show examples in which the guidance menu sheet A is realized by an exhibition panel, for example. When the customer arrives, the customer service representative selects the guidance menu item A12 that the customer desires to explain while showing the guidance menu sheet A. The customer service representative enters the number of the guide menu item selected by the customer and the total time of the required time in the total required time column A20, and clearly indicates the guide menu item and the total required time to be explained to the customer. In the case of a panel, it can be easily erased even if it is written with a marker pen or the like like a blackboard (or a white board), so that it can be used repeatedly for each customer.

(Summary)
Traditionally, customers have been given a lot of explanations about information they already know, for example, they went to the model house for a while, but were caught in the explanation of the customer service representative, resulting in being restrained for a long time. There was an endless explanation of information that was not relevant to their architectural plans.

  However, according to the guidance menu sheet A according to the present embodiment, the customer can achieve the following effects, for example.

  -The customer is presented with a "Guide menu sheet" describing the approximate time required at the start of customer service, so that the customer can select the information he is interested in and the information he wants to hear and receive the customer. Conversely, explanation of information that is not of interest can be avoided.

  -Since the total time required for explanation can be predicted in advance, including restraint time and stay time, etc., you can receive model house guidance with peace of mind.

  -Important information items that should be known in advance when planning a building can be easily known from the "Guide Menu Sheet", so that failure of planning due to lack of information can be prevented.

  On the other hand, the customer service representative, for example, did not know what kind of customer the situation was, so after giving a general explanation, it was later found that some or most of the explanation did not fall under that customer. However, there was a case where information was already wasted and time wasted, and information that did not correspond to the customer's plan was explained and time was wasted.

  However, according to the guidance menu sheet A according to the present embodiment, the customer service representative can achieve the following effects, for example.

  ・ The customer service representative can present the “guidance menu sheet” to the customer first, so that the customer can understand what kind of information the customer is interested in regarding home construction at the first stage. As a result, it is possible to omit an explanation about matters of low interest and interest, to enable efficient customer service that accurately grasps customer needs, and to improve sales productivity.

  ・ Guide menu items that should be explained as customer service personnel are clarified and visualized individually, so inexperienced customer service personnel can summarize each guide menu item in advance within the required time. By repetitively practicing such skills, you can improve your skills and expertise by acquiring customer service skills and housing knowledge.

  In this way, when a customer visits a model house in a housing exhibition hall and receives guidance from a customer service representative of a housing company that has visited for the first time, by using the guidance menu sheet A according to this embodiment, the visitors themselves By selecting the information he wants to know and clearly indicating in advance the time required for the explanation, the necessary explanation can be provided. For this reason, the customer can safely visit the model house without worrying about the explanation contents and the restraint time (required time).

[Embodiment 2]
Next, the guidance menu system according to the present embodiment will be described. The guidance menu system according to the present embodiment displays a guidance menu screen on a display terminal such as a tablet terminal. This will be described in detail below.

<System configuration>
(Network configuration)
FIG. 4 is a diagram illustrating a configuration example of the guidance menu system according to the present embodiment. The guidance menu system 100 of FIG. 4 includes a distribution server 10, a display terminal 20, a printer 30, and a network 50.

  The distribution server 10 is a server device that distributes an application program (hereinafter simply referred to as a guidance menu application) related to a guidance menu in response to a request from the display terminal 20.

  The display terminal 20 is an information processing terminal used by a customer service representative such as a portable terminal such as a tablet terminal or a smartphone, a PC, and a display device for display (for example, digital signage). Further, the display terminal 20 is preferably provided with a touch panel display so that the customer service representative and the customer can easily operate. On the display terminal 20, a guidance menu application is previously downloaded from the distribution server 10 via the network 50 and installed on the display terminal 20.

  The printer 30 is a printing device for printing a guidance menu screen displayed on the display terminal 20 on a print medium such as paper.

  The network 50 is a communication network that connects the distribution server 10 and the display terminal 20. The network 50 includes, for example, a telephone line network, WiFi (registered trademark), a LAN such as the Internet, and a WAN network, whether wired or wireless.

(Hardware configuration)
FIG. 5 is a diagram illustrating a hardware configuration example of the display terminal according to the present embodiment.

  The display terminal 20 includes a central processing unit (CPU) 21, a read only memory (ROM) 22, a random access memory (RAM) 23, a storage device 24, a touch panel display 25, and a communication device 26.

  The CPU 21 executes various programs and performs arithmetic processing. The ROM 22 stores a program and the like necessary at startup. The RAM 23 is a work area for temporarily storing processing performed by the CPU 21 and storing data. The storage device 24 stores a guidance menu application and various data.

  The touch panel display 25 is an input / display device that is realized by a liquid crystal display, a plasma display, an LED display, or the like instead of operation keys and buttons, and a touch panel capable of detecting tap coordinates (touch coordinates) on the display screen. is there. The communication device 26 communicates with other devices via the network 50.

(Software configuration)
FIG. 6 is a diagram illustrating a functional configuration example of the guidance menu system according to the present embodiment. The guidance menu system 100 according to the present embodiment includes an acquisition unit 201, a determination unit 202, a display unit 203, a detection unit 204, a calculation unit 205, a print output unit 206, and a storage unit 101 as main functional units.

  The acquisition unit 201 acquires the proficiency level of the customer service representative.

  The determination unit 202 determines the required time for each guidance menu item according to the proficiency level of the customer service representative acquired by the acquisition unit 201.

  The display unit 203 displays a guidance menu screen. When a plurality of guide menu items are selected by the customer, the total time required for explanation of the selected guide menu item is displayed.

  The detecting unit 204 detects a plurality of guidance menu items selected by the customer.

  The calculation unit 205 calculates the total time of the required times written together for each of the plurality of guidance menu items detected by the detection unit 204.

  The print output unit 206 causes the printer 30 as a printing apparatus to print a guidance menu screen on a print medium.

  The storage unit 101 stores a guidance menu application and various master tables. The data of the master table will be described later again.

  The storage unit 101 can be arranged in either the distribution server 10 or the display terminal 20, but when there are a plurality of display terminals 20, it is possible to share information centrally from each display terminal 20. From the viewpoint of system design, it may be arranged in the distribution server 10.

  Each functional unit described above is realized by a computer program executed on hardware resources such as a CPU, a ROM, and a RAM of a computer that configures the distribution server 10 and the display terminal 20. These functional units may be read as “means”, “module”, “unit”, or “circuit”.

(Master table)
FIG. 7 is a diagram illustrating a data example of the guidance menu master according to the present embodiment. The guidance menu master is a stored table / database in which information on guidance menu items is registered in advance. As shown in FIG. 7, the guidance menu master has data items such as “guidance menu ID”, “title”, “required time (minutes)”, and “required time (minutes) according to proficiency”.

  “Guidance menu ID” indicates a unique identifier assigned to each guidance menu.

  “Title” indicates a title displayed as a guidance menu item. For example, “model house guidance”, “our history”, “2000-17 housing trend”, “latest housing equipment 2017”, etc. The title of the guidance menu that can be assumed to be explained is registered in advance.

  “Required time (minutes)” indicates a required time (standard value) required for the customer service representative to explain the guidance menu of the title. The value of the required time is determined in advance based on the time required for the explanation according to each guidance menu. For example, in the case of a guidance menu item titled “2000-17 Year Housing Trend”, the time required for explanation by the customer service representative is set to about 15 minutes.

  The “time required by proficiency level (minutes)” indicates the required time divided by the proficiency level (by level) of the customer service representative. For example, in the case of the guidance menu item titled “2000-17 Year Housing Trend”, if it is a level 1 customer service representative, the time required for the explanation is about 20 minutes, and if it is a level 2 customer service representative, it is necessary for the explanation. The time required is about 15 minutes, and if it is a level 3 customer service representative, the time required for explanation is set to about 10 minutes.

  FIG. 8 is a diagram illustrating a data example of the customer service representative master according to the present embodiment. The customer service representative master is a stored table / database in which information on customer service representatives is registered in advance. As shown in FIG. 8, the customer service representative master has data items such as “person in charge ID”, “name”, and “skill level”, for example.

  The “person in charge ID” indicates a unique identifier assigned to each person in charge of customer service. An employee ID or the like may be used.

  “Name” indicates the name of the customer service representative.

  “Proficiency level” indicates the service level (level) of the customer service representative. Inexperienced personnel are assigned level 1, and experienced personnel are assigned level 3. Note that the proficiency level may be at least two levels and not necessarily three levels.

<Guidance menu screen>
FIG. 9 is a diagram showing an example (part 1) of the guidance menu screen according to the present embodiment. The guidance menu screen B of FIG. 9 includes a guidance menu item field B10, a total required time field B20, and a person-in-charge display field B30, and is displayed on the screen of the display terminal 20.

  In the guidance menu item column B10, a plurality of guidance menu items B11, which are guidance items related to home purchase or business, are provided.

  Each guidance menu item B11 also includes a time B12 required for the customer service representative to explain the guidance menu. As will be described later, the required time B12 is displayed according to the customer service proficiency (level) of the customer service representative who is logged in.

  The total required time column B20 automatically displays the total time required for the description of all the guidance menu items that the customer desires to explain. The customer service representative first presents the guidance menu screen B of the display terminal 20 to the customer. When the customer selects a guidance menu item that the customer desires to explain by touching the desired guidance menu item on the screen from among the plurality of guidance menu items B11, the number of the guidance menu item selected by the customer and The total time of each required time B12 is automatically displayed in the total required time column B20.

  In the person-in-charge display field B30, the person in charge of customer service who is logged in to the guidance menu application of the display terminal 20 is displayed. At the start of use of the guidance menu application, when the customer service representative logs in by entering the person in charge ID, the “person in charge ID”, “name” and the like are based on the customer service representative master (FIG. 8) in the storage unit 101. Information is acquired and displayed. As will be described later, when the user does not log in or fails, the guidance menu application operates in “guest mode”.

  FIG. 10 is a diagram showing an example (part 2) of the guidance menu screen according to the present embodiment. As shown in FIG. 10, when the customer selects guidance menu items 6, 11, and 15 for which explanation is desired, the selected guidance menu items are selected and displayed, and the guidance menu item numbers 6, 11, 15 and each are selected. The total required time of 45 minutes is displayed in the total required time column B20.

<Information processing>
FIG. 11 is a flowchart for explaining information processing according to the present embodiment.

  S1: The acquisition unit 201 determines whether or not the proficiency level of the customer service representative has been acquired. For example, when the customer service representative logs in by inputting the person ID in the guidance menu application of the display terminal 20, the acquisition unit 201 refers to the customer service master (FIG. 8) of the storage unit 101 and sets the person ID as the person ID. The corresponding proficiency level can be acquired. If the proficiency level can be acquired, the process proceeds to S2, and if it cannot be acquired, the process proceeds to S3. In addition, the case where it cannot acquire, for example, when the person in charge of customer service does not input the person-in-charge ID in the guidance menu application (guest mode), or the proficiency level corresponding to the person-in-charge ID in the customer service person in charge master (FIG. 8) May not be registered.

  S2: The determination unit 202 refers to the guidance menu master (FIG. 7) in the storage unit 101, and determines the “required time by skill level” that matches the skill level of the customer service representative acquired in S1 for each guidance menu item. Judge as required time.

  S3: On the other hand, when the proficiency level cannot be acquired, the determination unit 202 refers to the guide menu master (FIG. 7) of the storage unit 101 and determines the “required time” that is the standard value as the required time for each guide menu item. To do.

  S4: The display unit 203 displays the guidance menu screen B (see, for example, FIG. 9). The guidance menu screen B includes a “guidance menu ID” registered in the guidance menu master, a “title”, and a “required time” determined in S2 or S3. Is acquired, the “person in charge ID” registered in the customer service representative master and the “name” are included.

  S5: The detection unit 204 detects whether or not a guidance menu item has been selected. When a customer or sales representative touches a guidance menu item on behalf of the customer on the guidance menu screen B of the display terminal 20 and makes a selection, the selection of the guidance menu item is detected by the touch panel display 25.

  S6: The calculation unit 205 calculates the total time of the required times written together in the plurality of guidance menu items detected in S5.

  S7: The display unit 203 displays the total time calculated in S6 in the total required time column on the guidance menu screen B (see, for example, FIG. 10).

  S8: The print output unit 206 determines whether or not there is a print command for the guidance menu screen B.

  S9: When there is a print command for the guidance menu screen B (for example, when a printing operation is performed on the guidance menu screen B), the print output unit 206 displays the guidance menu screen B on the printer 30 that is a printing apparatus. Print on print media. The customer service representative can hand out the printed guidance menu sheet A (FIG. 2) to the customer to clearly indicate to the customer the guidance menu item to be explained and the total required time.

  When the guidance menu screen B is terminated, if an “end” operation is appropriately performed in S4 or S7, the guidance menu screen B transitions to a login screen or the like (not shown) of the guidance menu application.

(Summary)
In addition to the customer-side merit and customer service-side merit of the first embodiment, according to the guidance menu system 100 according to the second embodiment, for example, the following effects can be obtained.

  -As long as there is a display terminal 20 such as a tablet terminal, customer service using the guidance menu screen can be easily performed. Moreover, it is possible to print on a paper medium only when necessary.

  Since the distribution server 10 and the display terminal 20 are so-called client server systems, for example, when the guidance menu application is updated, it is easy to update the program on the display terminal 20 side. Further, for example, when a change is made to a guide menu item, an addition / deletion of a customer service representative, or a change in proficiency level, the information of the guide menu master or the customer service master only needs to be updated in the storage unit 101.

  The required time for each guidance menu item is displayed according to the customer service proficiency level (level). For example, in the case of an inexperienced person in charge who has a low level of proficiency (for example, level 1), the time required to explain the guidance menu item titled “2000-2017 Housing Trend” is 20 minutes. On the other hand, in the case of an experienced person who has a high level of proficiency (for example, level 3), the time required to explain the guidance menu item titled “2000-2017 Housing Trend” is 10 minutes. Thereby, the customer service representative can explain the guidance menu item (customer service) in the required time according to his / her service proficiency level.

  -From the customer's perspective, there is no difference between the required time originally presented and the actual required time, and time predictability can be secured. For example, the customer was told that the required time was 15 minutes, but it took 20 minutes depending on the customer service representative, or conversely, it took only 10 minutes depending on the customer service representative. There is no.

(Modification)
FIG. 12 is a diagram illustrating a data modification example of the customer service representative master according to the present embodiment. Compared with FIG. 8, the customer service representative master of FIG. 12 has a data item of “skill level (by guidance menu)”, and the “skill level” of the service staff is registered for each guidance menu.

  As shown in FIG. 12, for example, “Name” Ichiro Suzuki has a level 2 of proficiency for the guidance menu IDs “1”, “2”, and “3”, while the guidance menu IDs are “4” and “5”. The proficiency level for "..." is level 1. In other words, the guidance menu items titled “Guide to Model House” to “2000-17 Housing Trend” have been successfully gathered within the required time through training, etc., but “Latest Housing Equipment 2017” As for "~", customer service skills and housing knowledge have not yet reached the standard level, and level 1 is given.

  Thus, according to this modification, it becomes possible to set the proficiency level for each guidance menu according to the customer service skill, the arrival status of the housing knowledge, and the training progress status.

  As described above, according to the guidance menu sheet and the guidance menu screen according to the present embodiment, the customer service representative can serve the customer by starting the customer service guidance after listening in advance to the content menu that the visitor who has visited the model house is highly interested in. Through this, it is possible to easily and simultaneously achieve the reduction of inappropriate conversation, the determination of customer interests (customer needs), the reduction of time, and the determination of superior customers. In other words, according to the present embodiment, it is possible to provide a mechanism that makes it possible to simply provide necessary explanations regarding housing sales.

  Although the present invention has been described with reference to specific specific examples according to preferred embodiments of the present invention, without departing from the broad spirit and scope of the present invention as defined in the claims for utility model registration, Obviously, various modifications and changes may be made to these examples. In other words, the present invention should not be construed as being limited by the details of the specific examples and the accompanying drawings.

A guidance menu sheet B guidance menu screen 10 distribution server 20 display terminal 30 printer 50 network 100 guidance menu system 101 storage unit 201 acquisition unit 202 determination unit 203 display unit 204 detection unit 205 calculation unit 206 print output unit

Claims (2)

A guide menu check sheet presented to the customer from the customer service representative when serving customers in the housing business,
There are multiple guidance menu items for home sales,
For each guidance menu item, the time required for the customer service representative to explain the guidance menu is written together,
The guide menu items are arranged so that the customer can select a guide menu item that the customer wants to explain,
There is provided an entry field in which the total time of the required times written in the plurality of guidance menu items selected by the customer is entered,
Configured as a single sheet,
Guidance menu check sheet for home sales featuring The guidance menu items are arranged such that each of the required time positions is in a row or column;
The guide menu check sheet for housing business according to claim 1.