5 personal year-end work summary reports of course consultants

Time waits for no one. I believe that I will gain a lot and grow in this year’s work. If you want to "go to the next level" in terms of position and salary in the next year, it is very important to do a good job summary of the course consultant's annual work. On the road of life growth, you need to review yourself in a timely manner. What are the key points in writing a curriculum consultant’s annual report? Below are the "5 personal year-end work summary reports of course consultants" that I compiled for everyone. They are for reference only. I hope it can provide reference for you! 5 personal year-end work summary reports of course consultants (Part 1)

After this year of work, I have also made great progress in telesales, and I also feel that in this job I can use skills more skillfully to do a good job in sales, and my performance over the past year has been successfully completed. I also want to make a summary.

I just joined the company. In fact, there are a lot of things that I can’t let go of in this job, but my colleagues also actively guided me, and I slowly started to get involved. At the same time, I also started to get involved every day after work. There will be a small summary meeting, where everyone will share some experiences at work and a problem they encountered, discuss it together, and then find a way, so that they can better accumulate experience, and through continuous I have learned a lot through this method, and I have done better in my position and closed more orders. As a telephone salesperson, when serving customers, we actually cannot meet real people, and many times we need to rely on The tone of the customer's voice and the customer's interest in the product can be heard from the voice, so as to do the sales work that I should do. At the beginning, I felt that it was really hard to make so many phone calls, but after a period of time, it was also I feel that I have adapted to it, and I also understand that my abilities have been developed. Especially at the beginning of the year, we were actually working from home, which would be affected to some extent, but the meetings that we should do have not changed, they are just online. But at the same time, we discovered that even so, we are still growing and have not been affected too much by the epidemic. In addition to the company's training meetings, we will also think about it after get off work, and consider how to do it and improve it. .

At work, since I have just become a full-time employee this year, it can be said that it is my first full year of work. A lot of experience is not enough at the beginning, so my results are relatively bad, and my performance is even It took several months but was not completed, but as I gained more experience, by the middle of the year, I had accumulated enough and started to get orders more smoothly. Success after success also gave me a lot of confidence. Let me do a better job at what I should do. After one year of sales, the performance task was completed, which made me realize that things also need to be persisted. Only by constantly doing it and accumulating experience will there be transformation, so that I can really do a good job in telephone sales, despite the pressure. It was also pretty big, but I got through it myself.

Nowadays, I can also communicate well with customers. Whether it is a difficult or uncooperative customer, I still try my best to do my best to achieve results. There are also shortcomings, and these are also the efforts we must continue to make to do a better job in the coming year. 5 personal year-end work summary reports of course consultants (Part 2)

Holding the numerous fruits, facing the winter sunshine, and full of enthusiasm, we ushered in a new year. For me personally, it has been a good year, especially in this 20XX_ year, I have gained too much and there are too many people to thank. Here, I would like to express my heartfelt thanks to the leaders and employees of our telephone sales department for their care and support! And make a summary of the work in telephone sales:

1. Work completion status

We have integrated the telephone sales team. There are currently sales personnel in the channel department and sales personnel in the website department. There are currently people and sales staff in the customer service department; the call system has been launched online, and the inbound and outbound services have been divided into details; sales rules have been formulated, and the product department has cooperated with the product department to conduct multiple telephone sales promotion activities such as professional English, level 4 and level 6, etc. , completed XX% of the total performance, including XX% of telephone sales of key products. We have specifically done the following tasks:

1. Strengthened training

Strengthened centralized training on product knowledge and discourse.

In order to ensure that the training work is completed according to quality and quantity, training materials and teaching CDs are selected according to the majors offered and the needs of the training personnel. The training materials are distributed to the training personnel before the training, so that they are suitable for each person, making it convenient for teaching, review and self-study, which improves the teaching quality and consolidates the teaching results. Teachers should have a clear division of labor and assign responsibilities to everyone.

Each training will be taught by professional teachers according to the schedule. The theoretical explanation is required to be easy to understand, and the implementation is specific and targeted, so that you can understand it at a glance. For example, on _month_, the teacher conducted professional English training for us and achieved very good results (I used two sets of numbers before and after the 27th for comparison).

2. Update the system

Hire professional and technical personnel to actively update the call system. Based on the new call system, the inbound consultation phone number is integrated. The number of incoming calls is significantly higher than before the update. rise.

3. Refined division of labor

The incoming and outgoing calls are refined and the division of labor is clarified. In terms of outbound calls, increase the density of outbound calls so that more people can learn about the school and its products, and gain more customer resources for the school. The collaboration between inbound calls and products has been strengthened, and multiple promotional activities have been carried out, achieving good results; in terms of outbound calls, unpaid orders have been followed up, and in terms of student follow-up, the students' progress has been understood in a timely manner and followed up in a timely manner.

For each newly developed student, statistics are tabulated and the gains and losses of the developed student are analyzed. We hold monthly meetings to analyze the recent status of students, and make summaries of students who have not completed transactions for better follow-up. For students who have completed transactions, we share our experience in a timely manner for everyone to learn from.

At the same time, we carried out secondary sales to veteran students with equivalent academic qualifications and communicated with them in a timely manner. When launching a new product, we first notify experienced students and obtain their approval before launching it. If they do not accept it, we will make corresponding improvements to meet their needs. We do not regularly conduct return visits to old students. We send greetings and blessings during holidays, and give small gifts on important days to enhance relationships.

In normal times, we also keep in touch with veteran students, care about their conditions, and enhance relationships. If it is convenient, we can visit the old students at home to promote the relationship between us and the old students. Through our efforts, in the past six months, the number of veteran student orders has reached 100,000.

4. Improve the system

In order to better promote the work, we have researched, formulated and strictly implemented the "Telephone Sales Execution Rules", and carried out work execution procedures, performance identification, data security and other aspects. Strict regulations have been implemented, and illegal operations have dropped significantly.

Dear leaders and comrades, the above achievements are the result of the care and support of the school leaders and the joint efforts of our sales department employees. These achievements have laid a solid foundation for further accelerating the development of education in our school and creating a new atmosphere from a new starting point.

2. Existing problems and deficiencies

Although we have achieved certain results in our work in 20XX, there are still many gaps and deficiencies in meeting the requirements of the leadership, mainly in the following aspects Problems:

1. In terms of incoming calls

The consultation response ability is insufficient, and some courses still lack in-depth consultation capabilities. It is necessary to strengthen collaboration with products and increase training efforts.

2. Outbound calls

At present, the main daily business is return visits for unpaid orders on the website, and the nature of the business is relatively superficial. In the real sense, there is not enough investment in telephone sales, that is, secondary development of old users and sales by cold calls to new users.

3. Some sell based on their feelings

There is no statistical analysis on the ups and downs of performance, and no statistical analysis on the conversion rate of main products.

4. There was a problem with the team atmosphere.

Business competition developed into vicious competition, which directly affected the overall performance. 5 personal year-end work summary reports of course consultants (Part 3)

Time flies, I have been at the XX store of XX company for nearly two months. Looking back on this period of work, with the support of all leaders and colleagues With the help of the company, I am now able to do my job quickly. According to the requirements and tasks assigned by the company's superiors, I do my job conscientiously and complete the sales tasks. I first worked in the XX store. Due to work needs, the company assigned me to work as a course consultant at the Military Region Service Agency near XX.

Under the new work and environment and requirements, I have new methods in my work mode, my skills and knowledge have also been improved, and I have also made major changes in my working methods. First, I will briefly summarize my recent work as follows.

1. Observe professional ethics

I think that no matter what kind of work, abiding by professional ethics is the basic prerequisite for being able to do the job; it is the key to being able to do a good job. At work, I strictly abide by the company's various discipline systems, do my job well, do every little thing well, and seize every minute. Starting from me, doing small things Only by starting from now can we make different progress every day.

To do this job well, you not only need to be familiar with the relevant knowledge and fluency of each product, but also need a good attitude, be patient, loving, careful, and treat every customer seriously, regardless of Wherever he comes from and what position he holds, he must be serious and responsible for their requirements and do his best to contribute to them. When there are few customers, we patiently explain to them and choose the mobile phones they need according to different customers to satisfy them; when there are many customers, we do a good job of taking care of each customer and provide caring services to each customer, and we cannot relax in every link. Let customers feel my sincerity while waiting and continue to familiarize themselves with the business, so as to improve service efficiency.

Every time there are new activities in the store, I will use other time to understand and explore the information of these activities as soon as possible. In this way, when facing customers, I can also introduce these activities to users in a straightforward manner. Continuously improve your business capabilities.

2. Effective team work can also improve work efficiency

For this reason, not only do I work hard on my own, but I also get along well with my colleagues. In addition to learning from each other at work, we also borrow each other's strengths and put what we have learned into practice. After a year of work, I have continuously enriched and enriched my studies. I have also constantly summarized and thought about it, and gained a lot of insights and experiences. I also constantly study and improve myself. I also constantly summarize myself, so that I can improve my life and work better and better, because at work, I will always come into contact with new things, and summary is also very important. During get off work hours, I will continue to recharge, think and summarize, so that I can make myself better. Have more understanding and understanding of business work.

Due to social development and fierce competition in the industry, I feel that I have a heavy burden, and my knowledge and abilities are still limited, so I always dare not take it lightly, and I am always learning, learning from books, and I learn from the leaders around me and my colleagues. In this way, I feel that I have made some progress. Through continuous learning and accumulation, we can calmly handle various problems that arise in daily work to ensure the normal progress of our job. We should treat work tasks with a correct attitude, love our job, work hard to implement it in actual work, and actively improve ourselves. quality, strive for work initiative, thus possessing a strong sense of professionalism and responsibility, and strive to improve work efficiency and work quality.

In the future work, I will continue to improve my own shortcomings, take continuous progress in work and improve sales performance as my tireless goals, and strive to bring ideological awareness and work efficiency to a new level. , make more contributions to the company. 5 personal year-end work summary reports of curriculum consultants (Part 4)

In a blink of an eye, when I was about to graduate, I chose the early childhood education center as a curriculum consultant. It was my first time to apply for a job in the center. At that time, I was already attracted by the warm and homey atmosphere here. Every employee welcomed me into this big family with a friendly smile, and I chose this career without hesitation because of these.

Through professional training and telephone communication exercises, I have a certain understanding of early education knowledge, and I have a deeper understanding of the professionalism and importance of early childhood education. We are an international early childhood education center. We will provide medically based training and appropriate environmental stimulation for infants and young children based on their developmental characteristics. We strive to create healthy, intelligent, innocent, lively, and curious children, and cultivate the unique qualities of each child. We also promote advanced parenting concepts to parents and provide scientific parenting assistance. This is what each of our employees is proud of. When member parents happily receive notification of their baby’s promotion, we are also happy for him.

And my work is slowly getting on the right track. Recalling the first time I received a client, there was a tremor of excitement in my voice when I introduced the environment of the center.

Through repeated exercises, my communication skills have been greatly improved. Now, I have my own membership. Seeing the progress of the members’ babies after passing the course training, I am also happy for the parents, and it is also an affirmation of my work. What I am most proud of is that many parents have helped me recommend our early education courses to their friends because they recognize the professional courses and my enthusiastic work attitude.

While working at the center, we held many large-scale parent-child activities. And other colleagues and I do the work of setting up and hosting each event, which allows me to exercise my abilities in all aspects. Every time I see parents and children playing games and competing together, I feel a lot of emotions. Every parent is great and puts a lot of sweat and effort into the growth of their children. What impressed me most was the "Father's Oath" session at the birthday party. Several fathers stood in a row and swore loudly: "I will work hard, fight for the baby and mother, and give them happiness."

The early childhood education center is a healthy and happy training ground for children, a professional communication platform for parents, and a warm family for each of our employees. I will continue to learn and grow in this family. 5 personal year-end work summary reports of curriculum consultants (Part 5)

Although it has been more than ten months since I joined the campus, my real contact with campus-related work matters only started at the end of last year. In the short period of five months, although I also made some phone consultations and complaints, I always felt that I was still in a position that was not professional enough. So I was looking forward to studying this time but also hesitant. On the one hand, I was happy because studying could improve my abilities, but on the other hand, I was not confident enough in myself and was afraid that poor performance would have a negative impact on the school. But it turns out that I made the right choice to seize this opportunity. This study has improved both my internal and external qualities, and it has also given me a deeper understanding of the position of course consultant.

I have summarized the content of this study and think it is mainly divided into the following parts: 1. How to become an excellent course consultant; 2. Telephone consultation and telephone invitation; 3. Visiting consultation; 4 .How to handle customer complaints; 5. Techniques for handling orders.

If you want to be an excellent curriculum consultant, you must first have good internal literacy, have correct values, worldview, and outlook on life, and be able to think from the perspective of a parent. Learn to make communication a pleasure, execution a motivation, and enrollment a hobby, and at the same time have a strong desire to succeed, confidence in success, and knowledge of professional techniques and processes, because the confidence index of the course consultant affects the trust index of parents and payment speed. At the same time, excellent curriculum consultants should develop the following etiquette habits: listen wholeheartedly to understand parents' needs, take necessary records to show attention, make quick judgments and respond, respond flexibly to gain parents' trust, and accurately position Do a good job in course promotion and set clear goals to achieve success. 2. Professional knowledge is an indispensable professional basic skill for course consultants, and it is also the main criterion for measuring the qualifications of course consultants. It includes customer information, course knowledge, school information, etc. If the customer information is not completed at one time, you can see it for the first time. When parents leave key information such as name and phone number, it will be easier to improve in the future.

Regarding incoming inquiries and telephone invitations, as far as I know, the current telephone calls on each campus are mainly used for "answering" rather than "making", which means that there are more incoming inquiries and fewer invitations. Basically, Most of the platforms use SMS platforms to invite parents. It is not easy to confirm if they are received or not. In the future, you may consider making more phone invitations to increase the success rate. Regarding telephone consultation, course consultants need to pay attention to the following points:

1. Answer the phone within 3 times. If you answer the phone too quickly or too slowly, parents will feel too sudden or impatient;

2. Keep smiling to make customers feel friendly;

3. Don’t talk to others during the phone call, otherwise it will be rude;

4. Control your voice and intonation, and sound friendly , with a calm and confident tone;

5. Record the results of the phone call in detail;

6. Make sure that the parent hangs up before hanging up the phone, and do not hang up too hard.

Coming to the school for consultation is more advantageous for the success of the project. The goal of calling for consultation and invitation is also to cause consultation to the school. Therefore, the curriculum consultant must pay attention to the parents who come to the school for consultation, from mentality to external appearance to environment. All must be fully prepared. First of all, you must have a confident attitude, pay attention to smiling, and stand and sit correctly to make parents feel professional, confident and sincere. Secondly, to keep the environment clean, tidy and organized, and to establish a comfortable and harmonious conversation environment, you may wish to invite parents to sit down and pour a cup of tea to make parents feel friendly and soften their psychology. Most of the parents who come to the school for consultation come with the mentality of signing up. We must learn to listen to parents, understand their needs, and prescribe the right medicine. At this time, the technique of rhetorical questioning can be appropriately used. When parents are hesitant or ask negative questions, rhetorical questioning can change the topic or throw the problem back to the parents, making them feel professional and making it easier to achieve success. Of course, listening requires patience, and course counselors need to improve their ability to capture accurate and useful information. Recommending courses is a top priority, which requires course consultants to have skilled expertise. Two tips can be recommended here: one is to promote discounted registration activities, and the other is to create a registration quota limit.

Customer complaints are a problem that every company and school has to face. The fundamental reason is that the problems that arise are not detected in time or the problems raised are not solved in time. Handling customer complaints well can effectively maintain the school's brand image, restore customers' trust in the school, find and solve problems in time, and retain customers. Therefore, when facing customer complaints, as a curriculum consultant, you must be full of confidence and enthusiasm instead of being timid, because the parents who will make complaints are parents who are still loyal to the school. Curriculum consultants must be proactive in dealing with such parents. To retain. When handling customer complaints, you need to follow five principles: be mentally prepared, be emotionally comforted, choose the occasion, listen and record during the process, and in principle maintain a neutral stance. The so-called neutral stance means that you only express understanding and do not Determine right or wrong. There are several tips to share in handling customer complaints: start by listening, identifying with the customer's feelings, caring about the customer's problems, and solving the problem. When solving problems, you need to pay attention to the following points: 1. Provide customers with options; 2. Make honest promises to customers; 3. Give customers some appropriate compensation. It should be noted that the principle of compensation is "Thank customers for their valuable suggestions to us." suggestions" instead of "we are compensating you", thus avoiding the school's low profile.

In terms of the skills of attacking singles, we were guided by professionals, and we learned the "four-person mentality" and some techniques to improve the success rate. The so-called four-person mentality refers to: using an adult mentality to praise customers, using a man's mentality to identify with customers, using a strong mentality to embrace customers, and using a businessman's mentality to communicate with customers for the purpose of closing a deal. The standardized actions of the four-person mentality are: from recognition to praise to transfer of questions to rhetorical questions. The first two steps are to deal with the mood, and the last two steps are to deal with the matter (when facing parents, every course consultant must follow the rules to deal with the mood first, and then deal with it. steps of things). When changing the problem, professional course consultants should transfer the problem to the characteristics of the course, saying less but and more at the same time. When recommending courses to parents, be careful not to just answer whatever the parents ask, and don't answer parents' questions subconsciously or without thinking. This often easily creates a "Achilles heel" and makes parents feel distrustful, making it difficult to solve the problem. .

As a unique profession in training schools, curriculum consultants are the school’s first business card. They are not only responsible for the school’s enrollment, publicity, finance, and daily maintenance of the front desk, but they are also an effective carrier of the school’s culture. Present. A successful course consultant should have the correct attitude, reasonable knowledge structure and proficient enrollment skills. Only course counselors with professional skills and professional enrollment behavior can be senior and perfect course consultants, and this is my development goal. , I believe that through continuous learning I will become more fulfilling. I also believe that it is never too late to start, and there is always room for progress as long as you start. If anyone likes to be around people who are positive, confident, have a good attitude and give their best, then I will grow up to be that person!