荣盛房地产发展股份有限公司销售控制管理手册（试行）营销策划部2011年6月20日房市金碟www.fdc01.com目录1总则52管理目标...................................................63职责分工...................................................63.1分公司..............63.1.1分公司总经理....................................................................................................63.1.3项目销售负责人................................................................................................63.1.4置业顾问.........................................................................................................63.1.5客服部.................................................................................................................73.1.6工程部.................................................................................................................73.1.7财务部.................................................................................................................73.2总公司..............73.2.1项目评审委员会................................................................................................73.2.2营销策划部....................................................................................................74销售管理工作流程及规范.....................................84.1客户来电、来访接待流程及操作规范.............84.1.1客户来电、来访接待流程图............................................................................84.1.2客户来电接待操作规范....................................................................................94.1.3客户来访接待操作规范....................................................................................94.1.4相关表格.............................................................................................................104.2预留房流程图及规范.104.2.1预留房流程图....................................................................................................104.2.2预留房操作规范................................................................................................114.2.3相关表格.............................................................................................................114.3认购流程及操作规范.124.3.1认购流程图.........................................................................................................124.3.2认购操作规范....................................................................................................12房市金碟www.fdc01.com4.4认购客户退房流程及操作规范...................144.4.1认购客户退房流程图........................................................................................144.4.2认购客户退房操作规范....................................................................................144.4.3相关表格.........................................................................................................164.5认购客户更名流程及操作规范...................164.5.1认购客户更名流程图....................................................................................164.5.2认购客户更名操作规范....................................................................................164.5.3相关表格.............................................................................................................184.6认购客户换房流程及操作规范...................184.6.1认购客户换房流程图....................................................................................184.6.2认购客户换房操作规范................................................................................184.6.3相关表格.............................................................................................................194.7特殊优惠申请流程及操作规范...................204.7.1特殊优惠申请流程图....................................................................................204.7.2特殊优惠操作规范............................................................................................204.7.3相关表格.............................................................................................................214.8内部员工优惠流程及操作规范...................214.8.1内部员工优惠流程图........................................................................................214.8.2内部员工优惠操作规范....................................................................................214.8.3相关表格.........................................................