合肥旭海房地产开发有限公司销售管理手册（2009年10月版）前言为使各同事能按照公司的要求及指引开展工作，方便日常工作的顺利进行，特编制本手册。房地产营销是一个综合行为，能否使一切最优化的配置切实执行，决定了整个销售过程的成败。现场销售执行是其中必不可少的重要环节，案场守则规范了本案场所有人员必须做到的各个方面。希望所有案场人员认真阅读，并百分之百执行，努力完善自我。为了提高旭辉地产置业顾问服务的专业性、规划性，树立以顾客为中心的服务意识，特制定本规章制度。1.目的为加强公司销售管理，提高服务水平和服务理念，增加顾客满意度，有效跟踪客户服务，将销售行为予以制度化。2.范围房市金碟www.fdc01.com2合肥旭海房地产开发有限公司适用于出勤管理、外出管理、案台管理、销售管理、例会、奖惩等置业顾问之管理，除另有规定外，均依照本制度所规范的体制管理。3.原则1)销售工作必须坚持导向企业经济利益，同时以客户服务满意为导向的原则。2)切实服从上司的工作安排和调配，按时完成任务，无故不得拖延、拒绝或终止工作。本手册将根据公司最新的规章制度及指引随时更新。营销中心2009年10月1日目录第一篇管理篇1、旭辉品牌·······························································一、我们的企业····························································6二、我们的愿景····························································6三、我们的使命····························································6四、我们的价值观··························································6五、我们的企业标志························································7六、我们的历程····························································7七、我们的楼盘····························································9贰、组织架构·····················································一、旭辉集团架构房市金碟www.fdc01.com23合肥旭海房地产开发有限公司图························································9二、合肥公司架构图························································9三、营销部架构图··························································10叁、岗位职责························································一、营销总监······························································11二、营销经理······························································11三、企划专员······························································12四、营销主管······························································13五、行政后台······························································14六、置业顾问······························································14肆、日常管理·······················································一、日常考勤·······························································15二、考勤处罚·······························································16三、案场环境·······························································17四、综合行政·······························································18五、考核制度·······························································19第2篇销售篇壹、团队要求·······················································房市金碟www.fdc01.com34合肥旭海房地产开发有限公司一、职业素质·······························································21二、形象礼仪·······························································21三、服务规范································································22贰、销售制度·······················································一、销售流程图·······························································26二、业务流程·································································27三、市场调研技巧·····························································31叁、专业知识························································一、建筑知识··································································33二、规划术语··································································36三、常用名词··································································37肆、佣金结算···························································41第3篇项目篇壹、合肥及政务区介绍················································一、合肥概括·······························································43二、政务区概括·····························································44贰、项目介绍·························································一、基本情房市金碟www.fdc01.com45合肥旭海房地产开发有限公司况······························································51二、建筑规划······························································51三、景观规划······························································52四、园区配套······························································53五、别墅户型介绍··························································53六、装饰、设备···························································53七、别墅知识······························································56八、销售说辞··································