Unit6HowtowinovercustomersSomerelatedwordsto“winningovercustomers”GoodqualitygoodserviceCompetitivepriceGoodfacilityEnvironmentExhibitionLong-termrelationsPromotionsurveyReading----TextASurveys----tomakeadetailedinvestigationofthebehavior,opinions,etc.Themethodofsurvey

DoorstepinterviewsTelephonesurveysPostalsurveysquestionnaireGroupworkYouwillbedividedinto3groups.G1.DoorstepinterviewsG2.telephonesurveysG3.postalsurveysReadtextAandfigureouttheadvantagesanddisadvantagesofyourwayofsurvey.EXCERCISESActivity51.Postalsurvey2.Doorstepsurvey3.Doorstepsurvey4.Postalsurvey5.Telephonesurvey6.Postalsurvey√TypesofsurveyMostinformativeLeastinformativeAninvasionofprivacyIntermediateincostLeastreliableDoorstepinterviewPostalsurveyTelephonesurvey√√√√√√Activity6Activity7dajicehfbgActivity8FTFTTActivity9ABCQuestionnaireYouropinionsarevaluabletous.PleasetakeafewminutesandanswerthefollowingquestionsaboutdiningatDragonHillLodge.Thankyou.

Haveyoueverhadmealinourrestaurant?YesNo2.Howoftendoyoudinewithus?

Daily

Weekly

Monthly

Onceinthreemonths

Firsttime

Other

3.TheServer

Wastheserverattentiveandavailablewhenyouneededhim/her?Wasyourserverknowledgeableandabletoansweryourquestionsaboutthefoodandbeverages?□Yes□No□Yes□No4.TheFood

Howwouldyouratethetasteofyourmeal?

ExcellentGoodAverageBelowaveragePoor5.TheRestaurant

Myfoodorderwascorrectandcomplete

ExcellentGoodAverageBelowaveragePoorEmployeesarepatientwhentakingmyorder

ExcellentGoodAverageBelowaveragePoorIwasservedpromptly

ExcellentGoodAverageBelowaveragePoorAvailabilityofsauces,utensils,napkins,etc.

ExcellentGoodAverageBelowaveragePoorEmployeesarefriendlyandcourteous

ExcellentGoodAverageBelowaveragePoorServicequality

ExcellentGoodAverageBelowaveragePoorMenuvariety

ExcellentGoodAverageBelowaveragePoorQualityoffood

ExcellentGoodAverageBelowaveragePoorQualityofbeverages

ExcellentGoodAverageBelowaveragePoorRestaurantCleanliness

ExcellentGoodAverageBelowaveragePoor6.Additionalcomments/SuggestionsforimprovementName___________________HowtointerviewExcuseme!Iam……。Iamdoingasurveyof……May/CanIaskyousomequestions?Thequestionnaireisfinished,thanksforyourtimeandcooperation.TextBFirst-reading----Activity12dabcSecond-reading---Answerthefollowingquestions:1.What'sthedefinitionofCRM?2.WhatisnewaboutCRM?3.WhatarethebenefitsofCRM?4.HowtocarryoutCRM?5.PleaselistoutothermeansofCRM.1.What'sthedefinitionofCRM?2.WhatisnewaboutCRM?CRM(CustomerRelationManagement)isawayforbusinessstoapproachcustomerrelationssystematicallyandefficiently.Itfocusonactivelymanagingyourcustomerrelationsinanorganizedandstrategicmanner.3.WhatarethebenefitsofCRM?4.HowtocarryoutCRM?Para.2AnybusinesscanimplementCRMbyanalyzingyourcustomerdataandactingonthatdata;targetingyourmarketingandothercommunications,andprovidingenhancedafter-salessupportandservice.5.PleaselistoutothermeansofCRM.E-mail,websitesandsimpledatabases.ExercisesActivity11.ACAActivity13.TTTF(long-term,lessmoney)F(bothsmallandlarge)Activity14ijhgdcfeabActivity151.approach2.enrich3.campaign4.profitable5.potential6.systematically7.practice8.concept9.organized10.strategicActivity161.efficiently2.analyzing3.management4.capable5.developed6.preferenceActivity171.for2.with3.on4.about5.asActivity18FFFTFActivity19CABCCActivity201.創(chuàng)造更多的價值2.作出決定3.成交4.走進（汽車）專賣店5.擴大專賣店鋪面6.擴大利潤Ac