JP4006486B2 - Telephone sales support system and method - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a telephone sales support system and method, and more particularly, to a sales support system and a sales support method used when an operator calls a customer to conduct business and conduct business negotiations.
[0002]
[Prior art]
There are various forms of sales activities, but sales activities that have been generally performed in the past are performed by a salesperson called a salesman who brings a product catalog or product sample to each household. Or, so-called door-to-door sales in which a corporation is visited and sold are representative. In this door-to-door sales, a procedure is described in which a sales person explains a product based on a catalog or a sample of the product he brings, and further negotiates a price while answering a question on the customer side. Therefore, this sales method is effective when a new product that requires a lot of product descriptions to customers is sold.
[0003]
In addition, unlike the above-described sales method, for example, a sales method has been conventionally performed in which a telephone number in a telephone directory is called and a business is performed without directly facing a customer. This sales method does not require the labor of a visitor to a single family or corporation on their feet, and does not require any time for the salesperson to move, unlike the sales method described above. Therefore, it is possible to conduct business for different homes or companies one after another, and there is an advantage that the business efficiency is high. This business method is generally referred to as a tele appointment.
[0004]
[Problems to be solved by the invention]
By the way, the above-mentioned business by telepoint is performed by a plurality of operators who conduct business by telephone. When these operators conduct business, it is necessary to avoid performing duplicate business. The reason for this is that conducting business with the same customer causes a deterioration in business efficiency and causes trouble for customers who have conducted business several times. Therefore, conventionally, telephone books classified by region are divided into predetermined volumes, and the telephone books that have been separated are assigned to operators. This method does not cause the above-described problem of duplicate sales.
[0005]
However, when operating a certain product, for example, if the customer already owns the product to be sold, or if it is a legal entity, information indicating the size of the legal entity can increase sales efficiency. . Normally, this type of information is information that has been accumulated in the past, but even if this type of information was recorded in the past, it was recorded on a paper medium such as a customer ledger. There is a problem that it takes a long time to draw out the hindering improvement of efficiency. In addition, since the details of this information vary depending on the operator, when another operator conducts business instead of the operator who is in charge of a certain region, the other operator has enough information about the customer accumulated by the operator. There was a problem that it could not be utilized.
[0006]
Furthermore, if the customer is a customer, and the operator who is in charge of a certain area does not change and continues to be in charge of sales after that, the operator who has done business in the past will be based on the past sales results. Although it is possible to conduct business smoothly for the customer of the customer, there may be cases where communication with the customer cannot be facilitated when other operators do business for the customer. There was a problem of causing trouble to customers. For example, if a customer who has received business from an operator in the past and purchased a product, for example, a copy machine, when asking for the toner of a consumable product, the operator again asks the model of the copy machine, the operator is the customer. Even if it is judged that the correspondence of is bad, there is no way. Further, as described in the above example, it is more convenient for the customer of the customer to conduct sales of toner, which is a consumable item, on a regular basis, rather than checking the remaining amount of toner himself and making an order. . In this way, it has been difficult in the past to perform detailed responses according to customers without reducing sales efficiency.
[0007]
The present invention has been made in view of the above circumstances, and is capable of performing business with high business efficiency, and a telephone business support system capable of performing detailed business activities according to customers without reducing business efficiency, and It aims to provide a method.
[0008]
[Means for Solving the Problems]
Hereinafter, in the example shown in this section, for ease of understanding, each constituent element of the present invention will be described with a representative reference symbol shown in the drawings of the embodiment. Are not limited to those constrained by these reference signs.
In order to solve the above-mentioned problems, a telephone sales support system according to the present invention is a telephone sales support system used when an operator calls a customer target person for a business negotiation, and the customer related customer is a customer related customer. A customer information database (D3) for storing information, a telephone number of a customer target person who is connected to the network (N1) and at least conducts business with the operator, and a customer related to the customer target person stored in the customer information database A terminal device (22a, 22b) for displaying information and inputting information according to the operation of the operator, and a server device (12) connected to the network (N1), the terminal device (22a, 22b) inputs new customer information according to the operation of the operator according to the result of the negotiation using the telephone, and the server device (12), when new customer information is input from the terminal device (22a, 22b), customer information related to the customer target of the business partner stored in the customer information database (D3) Updating to customer information, and when there is a request for display of customer information related to the customer target from the terminal device (22a, 22b), the updated customer information is transmitted to the terminal device (22a, 22b). It is characterized by doing.
The telephone sales support system of the present invention is characterized in that the customer target person has predetermined attribute information, and the customer information is classified for each attribute information and assigned for each operator.
In the telephone sales support system of the present invention, the customer target person has predetermined attribute information, and a customer master database (D1) storing at least a name or a name and a telephone number of the customer target person, and the attribute information Classification information storage means (D2) for storing information classified every time, and the server device (12) is configured to store the customer master database (in accordance with attribute information input from the terminal devices (22a, 22b)). The name or name and telephone number of the customer target person are extracted from D1) and stored in the classification information storage means (D2) for each attribute information.
The telephone sales support system of the present invention is characterized in that the attribute information includes regional information.
In the telephone sales support system according to the present invention, the server device (12) is configured such that the name or name and telephone number of the customer target stored in the classification information storage means (D2) and the customer information database (D3). The customer information related to the customer target person stored in is associated with the customer information to generate classified customer information in which the customer information is classified for each attribute information.
In the telephone sales support system of the present invention, the server device (12) assigns the classified customer information for each operator according to instruction information input from the terminal devices (22a, 22b). It is said.
In the telephone sales support system according to the present invention, the server device (12) is assigned to the operator based on the selection instruction information transmitted from the terminal device (22a, 22b) according to the operation of the operator. A customer target person is selected from the customer information, and the telephone number of the customer target person is transmitted to the terminal device (22a, 22b) and displayed.
In the telephone sales support system of the present invention, the terminal device (22a, 22b) is provided with an icon (B70) for making a call to the telephone number transmitted from the server device (12). It is said.
In the telephone sales support system of the present invention, the negotiation establishment information indicating the negotiation establishment is transmitted from any of the terminal devices (22a, 22b) connected to the network (N1) by the operation of the operator. The server device (12) transmits the operator information together with the negotiation establishment information to the other terminal devices (22a, 22b) connected to the network.
In the telephone sales support system according to the present invention, the server device (12) aggregates information on a business situation input by the operator by operating the terminal devices (22a, 22b) every predetermined time. It is said.
The telephone sales support method of the present invention is a telephone sales support method used when an operator calls a customer target person to conduct a business negotiation, and at least the telephone number of the customer target person who performs the business negotiation and the customer Displaying the customer information related to the customer target stored in the information database on the terminal device, and a new operation according to the operation of the operator according to the result of the negotiation using the telephone from the terminal device When new customer information is input from the terminal device, the customer information related to the customer target of the business partner stored in the customer information database is updated to the new customer information. And when there is a request to display customer information related to the customer target of the business partner from the terminal device, the updated customer information is sent to the terminal. It is characterized by a step to be transmitted to the location.
The telephone sales support method of the present invention is characterized in that the customer target person has predetermined attribute information, and the customer information is classified for each attribute information and assigned for each operator.
[0009]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, a telephone sales support system and method according to an embodiment of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram showing an outline of the overall configuration of a sales support system according to an embodiment of the present invention. In FIG. 1, reference numeral 10 denotes a server site in which the server device 12 and various databases D1 to D4 and a log recording device D5 are arranged. Reference numeral 20 denotes a tele-point center which is a place where the operator makes a call to a customer target person and conducts business by so-called tele-point. Further, 30 indicates a place where the customer target person is located. In the present embodiment, the customer target person is a general household owner or housewife, or a store owner or a corporation that performs private management, or a person in charge of the general affairs department or other natural person.
[0010]
Further, in this embodiment, it is assumed that there are an operator manager who manages the operator and a system manager who manages the entire system, in addition to the operator and customer target person who conduct business by tele appointment. The operator manager has the authority to manage the tele appointment center 20, determines the operator's sales destination, and manages the operator's sales results. The system administrator has higher authority than the operator administrator. For example, when there are a plurality of tele appointment centers 20, the system administrator has authority to manage all of them. Notify
[0011]
The server site 10 and the tele-point center 20 are connected via a network N1 such as a LAN (Local Area Network), and the tele-point center 20 and the place 30 where the customer target is located is a public line network N2 such as a telephone line. Connected through. The server site 10 and the tele-point center 20 may be provided in the same site, or the tele-point center 20 may be located at a remote location with respect to the server site 10. Further, in FIG. 1, only one tele-point center 20 is shown, but for example, one or more tele-point centers 20 are provided for each prefecture, and each tele-point center 20 is connected to the server site 10 by the network N1. Form is preferred.
[0012]
Next, the configuration within the server site 10 will be described. The server site 10 is configured by connecting a server device 12, a customer master database D1, a list master database D2, a customer information database D3, a user database D4, and a log recording device D5. The customer master database D1 stores information such as the name or name and address or address or residence or address of a person or corporation that is a customer target, and information on the type of business in the case of a business operator. Store information in units of tens to tens of millions. In the present embodiment, the customer master database D1 is assumed to be a general database provided by a communication company, for example, but in FIG. That is, the customer master database D1 may be arranged in the server site 10 and may be connected to the server site 10 via a communication line such as a dedicated line or the Internet.
[0013]
The list master database D2 is created based on information extracted by the server device 12 searching the customer master database D1 based on, for example, attribute information designated by an operator administrator. The attribute information includes, for example, area information. When the operator designates the area information and creates the list master database D2, for example, by designating "AAA prefecture", the server device 12 searches the customer master database D1 using "AAA prefecture" as a key, Extract the relevant information. In this case, an individual, a corporation, or the like whose address or residence or location is “AAA prefecture” is extracted from the customer master database D1, and the information is stored as a list in the list master database D2. In the above example, when a list of “AAA prefectures” is created, the list can be further subdivided for each area within AAA prefectures. At this time, a list for each designated region is created. The reason for creating the list in this way is to increase the efficiency of sales. In other words, for example, by creating a list for each area information, the business is classified for each area. As a result, the business partners are not duplicated, and unnecessary business can be prevented in advance, so that the business efficiency can be improved.
[0014]
The customer information database D3 is a database that stores the current situation of the customer target person regarding the sales target product. In the present embodiment, description will be made by taking, as an example, a personal computer (hereinafter referred to as a PC), a subscription to a provider for connecting to the Internet, and a subscription to rental server use as a commercial product. That is, the customer information when the product to be sold is a PC is information such as the presence or absence of the PC and the number of units owned when the PC is owned. In addition, customer information in the case of subscribing to a provider for connecting to the Internet is information such as whether or not a provider has already been subscribed, and if so, which provider name and monthly fee, etc. If there is no information, it is information such as whether or not there is a plan to subscribe and an allowable fee. The subscription to the rental server is the same as the subscription to the provider.
[0015]
The user database D4 is a database that stores information on operators, operator managers, and system managers. A unique user ID is assigned to the operator, the operator manager, and the system manager. In addition, when not distinguishing an operator, an operator administrator, and a system administrator, these persons are named generically. In the user database D4, information such as a user name (hereinafter referred to as a user name), a user ID, a password for using the system, an affiliation, a title, a group, and the like are recorded in a record format for each user. This user database D4 is used for centralized management of users and management of operator business results.
[0016]
The log recording device D5 records the operator's business situation, for example, what time the customer target pair was called and performed the business, and the results of the business. The information regarding the business situation is transmitted to the server device 12 from the terminal devices 22a, 22b,... For example, when the operator operates the terminal devices 22a, 22b,... To make a phone call to the customer target person, information regarding the time and the telephone partner is transmitted. Further, when the sales person operates the terminal devices 22a, 22b,... And inputs information indicating that the negotiation has been established, information indicating which operator has established the negotiation at what time is transmitted. .
[0017]
The server device 12 reads various information from the customer master database D1, the list master database D2, the customer information database D3, the user database D4, and the log recording device D5, and performs predetermined processing to the terminal devices 22a, 22b,. , And information transmitted from the terminal devices 22a, 22b,... To one or more of the customer master database D1, the list master database D2, the customer information database D3, the user database D4, and the log recording device D5. It is memorized and the operation of the entire system is controlled.
[0018]
Next, the telepoint center 20 will be described. As described above, the tele-point sensor 20 is a place where an operator calls a customer target person and conducts business, and a plurality of terminal devices 22a, 22b,... Are provided. The terminal devices 22a, 22b,... Are provided with a display device such as a CRT (Cathod Ray Tube) or a liquid crystal display device for displaying various information transmitted from the server device 12, and input information corresponding to the operation of the operator is provided. A keyboard, mouse (not shown), etc. are provided for inputting. Further, each terminal device 22a, 22b,... Is connected to the network N1, and is connected to the public line network N2 by a telephone line.
[0019]
Further, headsets 24a, 24b,... Are connected to the terminal devices 22a, 22b,. These headsets 24a, 24b,... Are arranged on the operator's head, convey voice information of customer information transmitted via the public network N2 to the operator as voice, and use the operator's voice as voice information for the public. It is transmitted to the customer target person via the line network N2. The headsets 24a, 24b, ... are connected to the terminal devices 22a, 22b, ..., and the terminal devices 22a, 22b, ... are connected to the public network N2. This is because it is performed using. That is, although details will be described later, even if the operator does not specify the telephone number of the customer target person by pressing the push button on the telephone several times, the customer target person can be called by simply clicking the button provided on the mouse once. This increases sales efficiency and prevents mistakes in making calls. In FIG. 1, only the telephone 32 is shown in the place where the customer target person indicated by the reference numeral 30 is located. The customer target uses this telephone 32 to make a business talk with the operator by voice.
[0020]
Next, the operation of the telephone sales support system according to the embodiment of the present invention described above will be described. In this embodiment, operations performed for each operator, operator administrator, and system administrator are different. In the following description, operations for each operation performed by these operators will be described.
[Operations common to operators, operator administrators, and system administrators]
First, when the user activates any one of the terminal devices 22a, 22b,... Provided in the telepoint center 20, for example, the display shown in FIG. FIG. 2 is a diagram illustrating an example of a login screen displayed when any of the terminal devices 22a, 22b,... Is activated. The login screen shown in FIG. 2 is provided with an input field L1 for inputting a user ID and an input field L2 for inputting a password. When the user inputs the user ID and password in the input fields L1 and L2, the user ID and password input from the terminal device operated by the user are transmitted to the server device 12. The server device 12 searches whether or not the transmitted user ID is stored in the user database D4, and if it is stored, the transmitted password is recorded corresponding to the user ID. It is determined whether or not the current password is present, and an authentication process for authenticating whether or not the user is a regular user is performed. If the authentication process determines that the user is a legitimate user, information about the user, such as employee number as an ID number, employee name as a user name, department and section code as a affiliation, etc. It transmits to the terminal device which a user uses, and displays the contents.
[0021]
FIG. 3 is a diagram illustrating an example of a job selection screen displayed on the terminal device. On this task selection screen, information U1 related to the user transmitted from the server device 12, a display field T1 for displaying a message transmitted from the system administrator or operator manager to each user, and various tasks are selected. Buttons B1-B5 are provided. The user knows that the user has logged in by viewing the contents of the displayed information U1. The “group” in the information U1 is information that divides the operator into each business base. For example, there are groups such as sales offices that sell PCs and sales offices that subscribe to rental servers. If the authentication process described above fails, an error message is displayed and the login screen shown in FIG. 2 is displayed again. A message from the system administrator or operator administrator is displayed in the display column T1, but when there is no message, it is displayed as a blank column. If button B5 shown in FIG. 3 is clicked, it will return to the login screen shown in FIG. Further, since the buttons B1 to B4 are buttons provided according to the purpose of use for each user, the operation for each user will be described below.
[0022]
[System administrator operations]
When the user is a system administrator, the buttons B1 and B2 shown in FIG. 3 can be clicked with a mouse or the like, and a message registration screen and a group management screen can be displayed. When button B1 is clicked, an input screen (not shown) for inputting a message to be transmitted to all users is displayed. That is, the content input using this input screen is input to the display field T1 of each terminal device 22a, 22b,. In addition, when the button B2 is clicked, a setting screen for setting a business office provided with the same function as the telepoint center 20 is displayed. By setting the office from this setting screen, the set sales person can access the server device 12.
[0023]
[Operator administrator operations]
The button B3 is a button mainly used by an operator administrator, and when this button B3 is clicked, a general management menu screen is displayed. FIG. 4 is a diagram illustrating an example of the comprehensive management menu screen. The management performed by the operator manager mainly includes user management, list management, and operator performance management. User management is performed using buttons B11 to B14 provided on the general management menu screen shown in FIG. User management includes the addition of a new user, a change due to a change in the user's department, a deletion due to the user's retirement, etc., and a recovery in case the user is deleted by mistake. Click each one to display each setting screen. It is assumed that the operator administrator is operating using the terminal device 22a.
[0024]
Next, regarding list management, list management is performed by first creating a list, assigning the created list to an operator, and partially changing the contents of the assigned list. Details of the list creation will be described below. When the operator manager clicks button B21 in FIG. 4, the list creation screen shown in FIG. 5 is displayed. FIG. 5 is a diagram illustrating an example of a list creation screen. When the list creation screen is displayed, the operator administrator first inputs attribute information in the input field L3, and inputs a prefecture name in the input field L4. Furthermore, a list name to be created is input to the input field L5. When these are input, the data is transmitted from the terminal device 22a to the server device 12, and the server device 12 searches the customer master database D1 using the prefecture name input in the input field L4 as a key, and extracts the corresponding information. It transmits to the terminal device 22a.
[0025]
The information extracted by the server device 12 is displayed in the selection display field T2. In the example shown in FIG. 5, the extracted information is displayed in units of counties and towns in the AAA prefecture, and the number of data included in the unit of regions is displayed. In the selection display column T2, there is an area unit in which the group is displayed. The regional unit in which this group is displayed indicates that the same group or another group has already been selected. Therefore, the operator manager can prevent the creation of a list of overlapping regions.
[0026]
A rectangular cursor C1 is provided in the selection display column T2, and the displayed region unit can be selected by moving the cursor C1 in the vertical direction of the screen. Further, detailed information in the region unit surrounded by the cursor C1 is displayed in the selection display column T3. Although not shown, a cursor is also provided in the selection display field T2. The operator manager moves the cursor C1 to the regional unit information displayed in the selection display column T2, and further selects one or more from the detailed information displayed in the selection display column T3. The selected city name including the detailed information is displayed in the selection display field T4.
[0027]
When the operator manager clicks the selection button SB1 in this state, the contents of the list to be created are determined based on the contents of the selection display field T4. When the button B46 is clicked, a list of contents displayed in the selection display column T4 is created in the list master database D2 with the list name input in the input column L5. By repeatedly performing the above operations, the operator creates a plurality of lists. The list created in the list master database D2 can be deleted by clicking the button B22 in FIG. When the button B22 is clicked, a list list stored in the list master database D2 is displayed, and a list to be deleted is selected from the list and deleted. In the present embodiment, the case where the attribute information is regional information has been described as an example, so that the customer target person is classified for each region by creating a list. The information classified here is classified customer information.
[0028]
Further, the list created by the above-described operation is extracted from the customer master database D1, and the type of business for each customer target is set. The category of industry set in the customer master database D1 is too fine, and it is inconvenient to use as it is. Therefore, the type of industry is set for the purpose of facilitating the handling of the business. When the operator manager clicks button B23 in FIG. 4, the industry setting screen shown in FIG. 6 is displayed. FIG. 6 is a diagram illustrating an example of an industry type setting screen. A list of industries is displayed in the selection display field T5 in the industry setting screen shown in FIG. 6, and the codes uniquely assigned to distinguish the industries and the industries are displayed correspondingly.
[0029]
In this state, the operator administrator selects the type of business by operating the cursor C2 displayed in the selection display field T5, clicks one of the buttons B50 to B53, and further clicks the button B54 to classify. Set. In the example shown in FIG. 6, four types of “business A”, “business B”, “business C”, and “non-target” are provided as classifications. This setting is preferably performed in advance before the list is generated. Corresponding to the types of business included in the list, the classification set by the above operation is stored. When the data in the created list is used for each industry, it is handled according to the newly set classification.
[0030]
When the list is created, the server device 12 searches the customer information database D3, determines whether or not there is customer information related to the customer target included in the generated list, and the customer related to the customer target in the list. When there is information, the name or name and telephone number of the customer target person in the list are associated with the customer information related to the customer target person stored in the customer information database D3. As described above, the customer target is classified for each region by creating a list, and the customer information related to the customer target is related to the classified customer target. Will be classified.
[0031]
Next, the operator manager performs an operation of assigning the list subjected to the above processing to the operator. In order to assign a list to an operator, first, the button B10 of the general management menu shown in FIG. 4 is clicked. When the button B10 is clicked, the list assignment screen shown in FIG. 7 is displayed. FIG. 7 is a diagram illustrating an example of a list assignment screen. When the list allocation screen shown in FIG. 7 is displayed, the operator manager first inputs “list” as the selection type from the input field L6. The selection types include “list” and “user”. When the selection type is “list”, the operator administrator specifies a list to be assigned and then selects an operator to be assigned. On the other hand, when the selection type is “list”, the operator administrator designates the operator to be assigned and then selects the list to be assigned. The example shown in FIG. 7 illustrates the former case.
[0032]
When “list” is input in the input field L 6, the information is transmitted to the server device 12. When this information is “list”, the server device 12 reads out the user IDs and user names of all operators from the user database D4 and transmits them to the terminal device 22a. The terminal device 22a displays a list of transmitted user IDs and user names in the selection display field T6. Next, the operator administrator inputs a list name to be assigned to the input field L7.
[0033]
Then, by operating the cursor C3, the operator who assigns the list input in the input field L7 from the operators displayed in the selection display field T6 is selected. In the case of making a selection, when the selection button SB5 is clicked, the selected operator is displayed in the selection display column T7. In order to cancel the selection of the operator once selected, the selection button SB6 is clicked. When the selection is completed and the operator manager clicks the button B55, the information input in the input field L7 and the content displayed in the selection display field T7 are transmitted to the server device 12. The server device 12 searches the list master database D2 for a list of list names input in the selection display field T7, and performs processing for assigning the searched list to the operator selected by the operator manager.
[0034]
Next, in order to improve the sales efficiency and the convenience of the system, an operation of adding information in consideration of the skill of the operator and the sales strategy is performed. This is added to the information in the user database D4 as a customer type. Examples of the customer type include “PC present”, “No PC”, “Prospect”, and “Industry A”. The usage of this customer type is as follows. For example, when a customer type of “prospect” is set, the operator is given a business permission for a customer who performs business for the first time from the assigned list. Therefore, for example, by setting “prospect” for an operator who is unfamiliar with sales and setting “prospect” for an experienced operator, sales efficiency can be improved. For example, if “no PC” is set for many operators, a business license is given to a customer who does not have a PC, and sales can be focused on sales of PCs.
[0035]
FIG. 8 is a diagram illustrating an example of a customer type assignment change screen. This screen is displayed by clicking the button B15 in FIG. When the screen of FIG. 8 is displayed, selectable customer types are displayed on the selection display screen T8. First, the operator administrator inputs a user name for changing the customer type assignment from the input field L8. Next, the customer type to be allocated is selected from the customer types displayed in a list by operating the cursor C4. By clicking the selection button SB7, the customer type displayed at the position where the cursor C4 is arranged is selected and displayed in the selection display column T9. In order to cancel the selection of the customer type once selected, the selection button SB8 is clicked. When the selection is completed and the operator manager clicks the button B65, the customer type displayed in the selection display field T9 is transmitted to the server device 12. The server device 12 changes information indicating customer assignment added to the information of the user database D4. When the button B20 in FIG. 4 is clicked, the operator manager can refer to the usage status of the created list.
[0036]
Further, buttons B30 to B33 in FIG. 4 are buttons for displaying business effects. In the present embodiment, the server device 12 normally performs batch processing, searches the customer information database D3 and the log recording device D5 on a daily basis, and totals the business results. These buttons B30 to B33 are buttons used when the operator administrator wants to add up the business results in addition to the batch processing described above.
[0037]
The button B30 is a button for instructing the server device 12 to aggregate the date and time of business results, the button B31 is a button for instructing time aggregation of business results, and the button B30 is a button for instructing regional aggregation of business results. The button B33 is a button for performing progress counting. When button B30 is clicked, an input column (not shown) for specifying the totaling period is displayed, and the start and end of the totaling period are input to this input field.
[0038]
The server device 12 aggregates the business results for the period specified at the input start and end, and displays a list on the terminal device 22a. In addition, when the button B31 is clicked, an input field (not shown) for designating a time is input, and business results for each hour are totaled and displayed. When the button B32 is clicked, for example, a count result for each prefecture is displayed. When the button B33 is clicked, for example, the business negotiation status after the first month has elapsed since the first telephone business was conducted is displayed. Here, the negotiation status is information indicating whether the negotiation has been completed or whether the customer is still a prospective customer.
[0039]
A button B40 in FIG. 4 is a button for canceling the call result. The date and time when each operator makes a call is transmitted to the server site 10 via the network N1 and recorded in a log recording device D5 provided in the server site 10. The result of the telephone call by the operator is stored in association with each operator or customer information. When the button B40 is clicked, a call result solution screen is displayed in which a column for selecting an operator name or a list to be deleted is provided.
[0040]
The operator manager first selects the name or list of the operator whose call result is to be deleted. When the operator name is selected, the server device 12 cancels the call result related to the operator for the number of days designated by the operator manager. When the list is selected, the call result related to the specified list is deleted for the number of days specified by the operator manager.
[0041]
When the operator manager clicks the button B41, the server device 12 displays a list of contents recorded in the log recording device as a work history. When the operator manager clicks the button B42, a message input screen is displayed. For example, the operator manager inputs a message to be transmitted to the managing operator from this input screen. The message input by the operator manager is displayed in the display column T1 shown in FIG. 3 when the operator managed by the operator manager logs in to the system. When a message is input by the operator administrator, it is displayed in real time on a part of the terminal device operated by the logged-in operator among the operators under the management of the operator administrator. Also good.
[0042]
[Operator operation]
Next, an operation when the operator actually conducts business using the list assigned by the above operator manager will be described. In the following description, it is assumed that the operator performs various operations using the terminal device 22a. First, when the operator clicks button B4 on the job selection screen shown in FIG. 3, the apo menu screen shown in FIG. 9 is displayed. FIG. 9 is a diagram showing an example of an appointment menu screen. The button B60 in the apo menu screen shown in FIG. 9 is a button used when the operator resumes the process interrupted last time.
[0043]
The button B62 is a button for searching for a specific customer from the list assigned to the operator. When the button 62 is clicked, a search screen provided with an input field for inputting a telephone number or a customer name of a customer target person to be searched is displayed. When the operator inputs a telephone number or a customer name in this input field, the telephone number or customer name is transmitted to the server device 12, and the server device 12 selects the corresponding customer target from the list assigned to the operator using the transmitted telephone number or customer name as a key. Search for a person. The customer information corresponding to the search is transmitted to the terminal device 22a and displayed as a list.
[0044]
The button B63 is a button for searching for customer information whose status information added to the customer information is “abo”. Details of the status information added to the customer information will be described later. The button B64 is a button for searching for customer information in which “prospect” is set as the customer type. As mentioned above, operators are assigned various customer types, but in order to expand sales, new customers should be assigned instead of sales to customers who have already performed sales. Need to pioneer. Therefore, since there are many opportunities to conduct business with prospective customers, a button 64 for searching for prospective customers is provided.
[0045]
The button B61 is a button for displaying the entire list assigned to the operator and selecting a list for conducting business. When button B61 is clicked, a list of lists assigned to the operator is transmitted from server device 12, and the list of assigned lists is displayed on the list selection screen as shown in FIG. FIG. 10 is a diagram illustrating an example of a list selection screen. The list of lists is displayed in the pre-school display column T10. In this state, the operator operates the cursor C5, moves the cursor C5 to the position where the list name of the business partner is displayed, and clicks the button B69 to select the list. The same operation is performed when a list is selected from a list obtained by performing customer search, apo search, or prospect search.
[0046]
When the list is selected, the screen shown in FIG. 11 or 12 is displayed. FIG. 11 is a screen for displaying an overview of customer information for each customer target in order to select a customer target from the selected list, and FIG. 11 is a screen for inputting details of the customer information and sales results. . Both the screen shown in FIG. 11 and the screen shown in FIG. 12 are provided with button groups BA1 to BA3, button groups BB1 and BB2, and a message display area R. The button group BA1 is a button for selecting a result of calling the customer target person. The buttons constituting the button group BA1 include a “claim” button, a “contract impossible” button, a “reject” button, an “absence” button, a “current ANA” button, and an “other” button.
[0047]
The “claim” button is clicked by the operator when a complaint is received from the customer target when making a call. For example, a case where a call is made to the same customer target from a different operator without taking time. The “no contract” button is clicked by the operator when the customer target does not show any interest in the product. The “fax” button is clicked by the operator when there is a facsimile response sound of the customer target when making a call. The “reject” button is clicked by the operator when the customer target object refuses even a call. The “absence” button is clicked by the operator when the customer target is away. The “current ANA” button is clicked by the operator when a message is sent that the telephone number is not currently used. The “others” button is clicked by the operator in cases other than the above.
[0048]
The button group BA2 is a button for selecting status information added to the customer information. The button group BA2 includes a “prospect” button, an “apo” button, an “order received” button, and an “order not received” button. The “prospect” button is a button that is clicked when the operator obtains the proof that an order is likely to be completed if the business activity is continued as a result of the business. The “apo” button is a button that is clicked by the operator when a business negotiation is performed with a customer target person by telephone. The “order received” button is a button clicked by the operator when an order is established as a result of the negotiation. Further, the “order not received” button is a button clicked by the operator when the order is not satisfied as a result of the negotiation. Further, the button group BA3 includes a “save and next” button for saving the status information and performing sales for the next customer target, and a next customer target without saving the status information. It consists of a “Next without saving” button for doing business.
[0049]
The button group BB1 is a button for controlling the telephone, and includes a “transfer” button, a “hold” button, and a dial button B70. The “transfer” button and the “hold” button are buttons for transferring and holding the call, respectively, and the “dial” button B10 is a button for making a call to the customer selected by operating the cursor C6. is there. In this embodiment, since the telephone number of the customer target is associated with the customer information, when the customer target is selected, the telephone number of the customer target is obtained. Therefore, a call can be made by clicking the “dial” button B70. Further, the telephone number of the customer target person surrounded by the cursor C6 is displayed in the display field IF1 as basic information.
[0050]
The button group BB2 is provided with buttons for performing various searches, and buttons similar to the buttons B62, B63, and B64 shown in FIG. 9 are arranged. The message display area R is a field for displaying various messages. For example, a message issued by a system administrator or an operator administrator, a name of an excellent performer obtained by aggregating the previous day's business results, and the like. Is displayed in the ranking format. The above is displayed in common on the screens of FIG. 11 and FIG. 12, but the display of other portions is changed by clicking the tab t1 or tab t2 in the screen. When the tab t1 is clicked, the display shown in FIG. 11 is made, and when the tab t2 is clicked, the display shown in FIG. 12 is made.
[0051]
Next, the operation procedure of the operator will be described in detail. First, as shown in FIG. 11, the operator selects a customer target person to be called by operating the cursor C6 in a state where an overview of customer information in the list is displayed in the display area DS. Next, a call is made to the customer target selected by clicking the “Dial” button B70. When a phone call is made, the operator and the customer subject speak by voice through the headset 22a worn by the operator and the telephone 32 provided on the customer subject side.
[0052]
If you are unable to talk even when you are away, or if you are refused a business negotiation as a result of the conversation, click one of the buttons in button group BA1 and press one of the buttons in button group BA3. Conduct sales to customers. When a call is made by clicking the “Dial” button B70, information such as the time of the call, the operator who made the call, and the telephone destination is transmitted from the terminal device to the server device 12, and is stored in the log recording device D5. To be recorded. When the button group BA1 is clicked, the information is added in association with the customer information regarding the customer target.
[0053]
On the other hand, when the conversation between the operator and the customer target advances to reach a stage where a business negotiation can be performed, the operator clicks the tab t2 to set the display content of the display area DS as the content for inputting the result of the business negotiation. If the customer who is currently engaged in business negotiations is the first customer to open a business, that is, if no other operator is doing business and the customer target is equivalent to almost no customer information, A plurality of display columns provided in the display area shown in FIG. Here, the display column is a column in which the FAX number, the name of the person in charge, etc. in the display area DS shown in FIG. 12 are displayed.
[0054]
In the present embodiment, it is assumed that the product to be sold is a PC, subscription to a provider for Internet connection, and subscription to rental server use. Ask whether you have a PC or how many if you have one, and enter the answers in the corresponding display fields. Next, a question is asked whether there is a willingness to join the provider or a willingness to use the rental server, and the answer is entered in the corresponding input field.
[0055]
As a result of the above negotiations, the current situation regarding the sales target product can be grasped, but even if the customer target is willing to purchase, the order is not always received immediately. Therefore, any button is clicked from the button group BA2 according to the negotiation result. Now that you ’ve got the current status of the product you ’re selling and the results of the deal, the operator hangs up the phone for the customer you ’ve negotiated with, and works with the next customer. Click one of the button group BA3.
[0056]
When the “save and next” button in the button group BA3 is clicked by the operator, the information entered in the display field displayed in the display area of FIG. 12 and the status information obtained by clicking the button group BA3 The list name and the list number are transmitted to the server device 12. The server device searches for customer information stored in association with the customer information database D3 from the transmitted list name and list number, and updates the customer information. The above operation is repeated, the operator conducts business, and the contents of the customer information database D3 are updated by obtaining the current status of the product to be sold for each customer information.
[0057]
When the same operator as the above operator or a different operator conducts sales for the above customer target, when the customer target is selected from the list, the display area DS in FIG. Information obtained by doing business is displayed. In this state, when the operator inputs new information, the customer information regarding the customer is updated again. When the operator clicks the “confirmed order” button in the button group BA2 and clicks the “save and next” button, the information is transmitted to the server device 12. At this time, the server device 12 transmits information such as the operator's name to the other terminal devices 22b,. Such information is displayed in the message display area R (see FIGS. 11 and 12) in the screen of the terminal device 22b,... Operated by another operator.
[0058]
【The invention's effect】
As described above, according to the present invention, since the customer information of the customer target person is updated every time the business is performed, it is easy to know the customer target person who is likely to have a business negotiation by performing the business. As a result, business can be performed with high business efficiency. Further, since the customer information is constantly updated, it is possible to conduct detailed sales activities according to the customer with reference to the customer information.
Furthermore, since the customer target is classified according to the attribute information, it is possible to prevent duplicate sales in advance and, as a result, increase sales efficiency.
[Brief description of the drawings]
FIG. 1 is a diagram showing an outline of the overall configuration of a sales support system according to an embodiment of the present invention.
FIG. 2 is a diagram illustrating an example of a login screen displayed when any one of terminal devices 22a, 22b,.
FIG. 3 is a diagram illustrating an example of a job selection screen displayed on a terminal device.
FIG. 4 is a diagram illustrating an example of a general management menu screen.
FIG. 5 is a diagram illustrating an example of a list creation screen.
FIG. 6 is a diagram illustrating an example of an industry type setting screen.
FIG. 7 is a diagram illustrating an example of a list assignment screen.
FIG. 8 is a diagram showing an example of a customer type assignment change screen.
FIG. 9 is a diagram showing an example of an appointment menu screen.
FIG. 10 is a diagram illustrating an example of a list selection screen.
FIG. 11 is a screen that displays an overview of customer information for each customer target in order to select a customer target from the selected list.
FIG. 12 is a screen for inputting details of customer information and business results.
[Explanation of symbols]
D3 Customer information database
N1 network
22a, 22b terminal device
12 Server device
D1 Customer master database
D2 Classification information storage means (list master database)
B70 button (icon)

Claims (12)

A telephone sales support system used when an operator calls a customer target and conducts a business negotiation.
A customer information database for storing customer information indicating the status of ownership of the product or subscription to the service of the customer target for the product or service to be sold ;
Displays the telephone number of the customer target person who is connected to the network and makes at least a business talk with the operator, and the customer information about the customer target person stored in the customer information database, and inputs information according to the operation of the operator And a server device connected to the network,
The terminal device
Enter new customer information according to the operation of the operator according to the result of the negotiation using the telephone,
The server device
When new customer information is input from the terminal device, the customer information related to the customer target of the business partner stored in the customer information database is updated to the new customer information, and the customer target is updated from the terminal device. When there is a request for displaying customer information related to a person, the updated customer information is transmitted to the terminal device. Customer information indicating the status of ownership of the product or subscription to the service of the customer target for the product or service to be sold is,
If the product to be sold is a PC, if there is a PC, and if you own a PC, it is information on the number of units owned. If the service to be sold is a subscription to a provider for Internet connection, the provider already Information on the name of the provider and the monthly fee if subscribed, and if not subscribed, whether or not the customer is scheduled to be subscribed and the customer target is acceptable It is price information
The sales support system according to claim 1, wherein: The telephone sales support system according to claim 1, wherein the customer target has predetermined attribute information, and the customer information is classified for each attribute information and assigned to each operator. The customer subject has predetermined attribute information, at least a customer master database for storing the name or name and telephone number of the customer subject, and classification information storage means for storing information classified for each attribute information With
The server device extracts the name or name and telephone number of the customer target person from the customer master database according to the attribute information input from the terminal device, and for each attribute information to the classification information storage means The sales information support system according to claim 1, wherein the sales information support system is stored. The attribute information is
5. The telephone sales support system according to claim 4 , further comprising regional information. The server device
By associating the name or name and the telephone number of the customer target person stored in the classification information storage means with the customer information related to the customer target person stored in the customer information database, the customer information is obtained for each attribute information. 5. The telephone sales support system according to claim 4, wherein the classified customer information is generated. The telephone business support system according to claim 6 , wherein the server device assigns the classified customer information to each operator according to instruction information input from the terminal device. Based on the selection instruction information transmitted from the terminal device according to the operation of the operator, the server device selects a customer target from the classified customer information assigned to the operator, and sets the telephone number of the customer target. The telephone sales support system according to claim 7 , wherein the telephone sales support system is transmitted to a terminal device and displayed. The telephone sales support system according to claim 8 , wherein the terminal device is provided with an icon for making a call to the telephone number transmitted from the server device. When the negotiation establishment information indicating that the negotiation has been established is transmitted from any of the terminal devices connected to the network by the operator's operation, the server device transmits the operator information together with the negotiation establishment information to the network. The telephone sales support system according to claim 1, wherein the telephone sales support system is transmitted to another terminal device connected to the telephone. The server device
Telephone sales support system of claim 1 or claim 10, wherein the aggregating the information about the operating status input by the operator by operating the terminal apparatus at predetermined time intervals. A telephone sales support method used when an operator calls a customer target and conducts a business negotiation.
The telephone number of the customer subject to perform at least negotiations, and customer information indicating a status relating to subscription to the customer subject of the owner or the service items from the goods or services of sales target stored in the customer information database Displaying to the terminal device;
Inputting new customer information according to the operation of the operator according to the result of the negotiation using the telephone from the terminal device;
When new customer information is input from the terminal device, the customer information related to the customer target of the business partner stored in the customer information database is updated to the new customer information;
A telephone sales support comprising: a step of transmitting updated customer information to the terminal device when there is a request for display of customer information related to the customer target of the negotiation partner from the terminal device. Method.

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