Chapter 23 Chapter 23 Customer Management

Customer Profile Management The first customer information collection. Classification of customers. According to the size of the customer, the timeliness of the demand and the size of the demand, it is divided into 3 levels. Grade A: The demand is large and urgent. Grade B: General need status, need ideas. Grade C: Potential demand status. The level is determined by the sales manager based on market research data. The second establishes a customer list. 1. Customer resource registration form. The customer resource registration form is the company's collation of the reference materials of the customers in the transaction, and records the customer background and logistics demand status.

2. Keep and read the customer's original data. Designate a special person to organize and store the data to avoid defacement, damage, loss, etc. 3. Liaison with responsible persons. Each person in charge should always pay attention to the status of the transaction. If there is any change, it must be communicated to the superior and relevant departments, and the original data of the transaction customers and the list of transaction customers must be kept correct. In order to fully understand the business progress of the headquarters, analyze business performance, strengthen the vertical connection of various information, and maintain smooth internal information exchange.

4. In the company's daily marketing work, collecting customer information is a very important task, which is directly related to the realization of the company's marketing plan.Therefore, as the front-end of marketing, the salesman should collect customer information in the region through various channels at any time, carefully fill in customer information files, and pay attention to the development of these customers. 5. The customer information collected by the marketing department should be provided to the relevant salespersons according to the customer's business location.

6. When collecting customer information, various ways and channels can be used to obtain customer information and information. The commonly used methods are: (1) Participate in industry exhibitions to collect data. (2) Industry newspapers collect enterprise information. (3) Collection via the Internet. (4) Introduce leading enterprises through industry associations. (5) Excerpts from shopping mall brands. (6) Partner introduction. Article 3 Customer data collation. 1. In daily sales, the salesperson fills in the "customer information file" after sorting out and summarizing the obtained customer information and information. After being reviewed by the manager, within 2 working days after collecting the customer information, enter the company's internal customer relationship management system, and the next day the company will designate a special person to send it to the marketing department.

2. After the marketing department receives the "customer information file", the manager of the marketing department appoints a special person to sort out the customer information and file it. Article 4 Processing of customer data. 1. In principle, the salesman is responsible for the management and business operation of the customer data collected by himself.When there is a conflict in dealing with customer business, in principle, the customer responsible person is determined in accordance with the order of records.The business manager has the final decision on the client's business.

2. The customer information collected through the company's marketing activities will be distributed to relevant salesmen by the business manager in accordance with the principle of balancing the number of customers and taking into account business capabilities. 3. The new customer in charge of the salesman should communicate with the customer within a week.Otherwise, the manager has the right to transfer the customer to other personnel.For the original customer records without direct responsible person, the manager decides to allocate them among the existing salesmen. Article 5 Customer contact and visit.

(1) How to contact customers for the first time 1. On the basis of collecting and organizing customer information, carry out marketing work for target customers and establish preliminary contact with customers.First of all, you can choose fax, e-mail, mail, introduction website, etc. to deliver company profile promotional materials to customers, clarify the nature of the company's business, so as to arouse customers' interest and obtain interview opportunities.Minimize direct marketing activities with unfamiliar customers over the phone. 2. You can contact by phone to confirm whether the other party has received our promotional materials and agree on a meeting time.The phone conversation should not be too long.

3. You can also invite customers to participate in seminars, tour exhibitions and other activities by telephone. (2) Preparation of company publicity materials 1. "Company Image Manual". 2. "Company Product Manual". (3) Customer visits 1. When visiting customers, it is necessary to understand the basic situation of customers, including: (1) Understand the position and name of the host, and whether the host has decision-making power for future project cooperation. (2) Understand the current needs and existing problems that the customer object thinks of the enterprise.

2. For large-scale or difficult-to-develop customers, if it is expected that management consultants will have difficulty in independent sales, they can meet with important leaders of customers through introductions from local clothing associations, textile bureaus or clothing companies. (4) Requirements for overseas visits 1. Before visiting customers, you must formulate a visit plan and goal, fill in the "customer visit form" before the visit, and submit the "customer visit form" to the attendance administrator after being approved by the branch manager before leaving the office for visits.

2. When visiting, dress neatly, take the initiative to hand in business cards and introduce yourself after meeting customers, and get to the point after a little greeting. 3. When interviewing with customers, talk more about customers and less about yourself.At the beginning of the conversation, we must create a relaxed conversation atmosphere, cut into the theme with common industrial problems and common diseases, and show a professional understanding of the industry, so as to gain the trust of customers.Try to induce customers to introduce the current marketing situation of the company, especially the problems customers are currently facing.We hope to shift the problem to a direction that we are capable of operating, and give priority to some sure solutions.

4. When interviewing with customers, designate a special person to carefully record the interview. Within 2 working days after the face-to-face communication with the customer, the salesman writes the "Meeting Minutes", which is reviewed by the department manager and submitted to the customer and confirms whether it has been received.The salesman records the details of the communication with the customer in the customer relationship management system.Details of phone calls with customers are also recorded in the customer relationship management system. The first selection principle for new customers: 1. New customers must have equipment and technical requirements that meet the quality requirements of the company. 2. New customers must have the management ability to supply goods on time. 3. New customers must reach a high level of operation, have strong financial capabilities and good credit. 4. New customers must have a positive cooperative attitude. 5. New customers must abide by the principles of commercial and technical confidentiality of both parties. 6. The cost management and cost level of new customers must meet the requirements of the company. The second new customer selection procedure: 1. General investigation. ① Candidate customers submit documents such as enterprise history, enterprise overview, latest annual financial statements, product guides, product catalogs, etc. to the company. ②Talk with the person in charge of the new customer to learn more about its production and operation situation, business policy and basic views on the company. ③ The person in charge of new customer technology and the person in charge of the company's technology and quality management department will further discuss cooperation matters. 2. Field investigation. An overall judgment is made based on the general impression of general surveys, and whether new customers meet the above basic principles is measured. On this basis, the material department, together with the technical, design, quality management and other departments, conducts on-the-spot investigations on new customers.After the investigation is completed, an application for new customer identification must be submitted. Article 3 Identification of development options. 1. Submit a certification application report. According to the general survey and field survey results, formally submit a new customer selection application report to the marketing supervisor.The report mainly includes the following items: (1) Reasons for new customer transactions and basic policies for future transactions. (2) The catalog and amount of traded commodities. (3) Survey data and survey results. 2. Sign a commodity supply contract. Formally sign a supply contract with the selected new customer. In principle, the person who signs the contract should be the material director of the company and the legal representative of the new customer. 3. Sign a quality assurance contract. At the same time as the supply contract, there is also a quality assurance contract, whose signers are the same as above. 4. Set the new customer code. Set codes for new customers and prepare for registration. 5. Other matters. Notify the relevant departments of the company of the selected new customer's basic information; determine the payment method for the purchase price; archive the relevant information of the new customer. 1. Customer service management process (1) Management method How to receive guests: 1. When dealing with guests, you should not have different attitudes due to their identity, clothing, etc., but should treat them with kindness and alertness. 2. Greet customers immediately when they enter the store.Greetings can be made with a nod, or simple greetings such as "Hello" and "Welcome". 3. Try to remember the characteristics and personality of the guests, especially those who are impatient and difficult to deal with, and try to negotiate a deal with them. 4. On the way to receive guests, if you have to get up to answer the phone or handle other important matters, you must express your apology to the guests with your eyes.Pay special attention to the fact that when handing over the items to the other party, you should recommend products that are suitable for the store in due course. (2) Education and training for customer service personnel 1. A special training program for "new salesmen". 2. The manager arranges "new salesmen" to be trained. 3. Lecturer: Marketing Manager. 4. The last class of the training is given by the general manager. 5. All salesmen are trained twice a year, two days each time.The head office will design courses and arrange lecturers (together: internal and external). (3) Training content 1. Telephone etiquette. 2. Dress etiquette. 3. Skills in dealing with problems. 4. Ten points for attention in customer service. 5. Customer satisfaction. 6. Business service standards. (4) Handling of customer opinions 1. In order to strengthen the service to customers and cultivate the concept of "customer first" for service personnel, we specially conduct customer opinion surveys, and use the results as the basis for improving service measures. 2. Customer opinions are divided into customer suggestions or complaints and comments on technicians.In addition to taking the evaluation data as a part of the technician's monthly performance appraisal, the service department should pay special attention to the customer's suggestion or complaint, handle it seriously, strive for excellence, and establish a good reputation for the company's after-sales service. 3. For the customer's suggestion or complaint, if the circumstances are serious, the department should immediately submit it to the general manager for review or transfer, deal with it in advance, and notify the customer of the handling situation; if it is of a general nature, the service department will make its own discretion process, and notify the customer of the result in writing or by phone. 4. For matters related to strengthening services and handling customers' suggestions or complaints, the business department should always keep in close contact with the customer service center, remind them at any time, and assist them to solve all difficult problems.Customers who complain, no matter how big or small the case is, should be dealt with by the business supervisor in person or specially sent to show prudence. (5) Provisions on the handling of customer claims 1. Claims, no matter how big or small, should be handled with caution. 2. Preventing the occurrence of claims is the fundamental solution to the problem.Don't wait for the claim problem to occur before trying to find a solution. 3. Obtain information about claims quickly and correctly. 4. When a claim problem occurs, it is necessary to formulate countermeasures as soon as possible. 5. The sales manager should look over all the materials to prevent subordinates from ignoring important issues. 6. For each claim problem, a standard handling method (handling regulations, procedures, forms, etc.) should be established. (6) Matters needing attention in handling customer relations 1. Create a customer ledger (or card) according to a certain format. 2. When there are many customers, it is only necessary to make the general ledger of important or large customers. 3. The customer's card is often easily overlooked. Therefore, the manager should give full instructions and guidance on how to use it effectively. 4. It should be recorded as the customer's situation changes. 5. Maintain a good relationship with customers through comprehensive countermeasures of advertising, sales planning and individual contact with salesmen. 6. The sales manager should not only visit specific customers, but should generally make itinerant visits. 7. No matter what, it is most important to communicate with customers and maintain good interpersonal relationship. 8. The sales manager must fully understand the content of sales, recycling and operation of each customer. 9. Actively provide favorable information to customers. 10. To improve sales and management, etc., guide customers frequently. 11. When customers put forward their opinions, they must accept them frankly and enthusiastically. 2. Customer after-sales service management process □ General (1) In order to improve operating efficiency and strengthen after-sales service, the company formulates these measures. (2) These measures include general provisions, service operating procedures, and adjustments to customer opinions. (3) The customer department is the company's after-sales planning and service unit. □Maintenance and maintenance procedures (4) The company's after-sales service operations are divided into the following three items: 1. Fee-based service (A)—anyone who maintains or maintains the products sold by the company for customers and charges service fees from customers falls into this category. 2. Contract service (B) - those who maintain or repair the products sold by the company for customers, according to the provisions of the product maintenance contract concluded between the company and customers, and charge customers for service fees belong to this category. 3. Free service (C) - those who maintain or maintain the products sold by the company for customers, during the free guarantee period, are exempt from charging customers for service fees. (5) When the customer service center or the service team of each branch receives a call or document from a customer for repair, the salesperson of the unit shall immediately register the customer's name, address, telephone number, product model, etc. in the "Repair Register" ", and in the customer information bag, pull out the "service certificate" of the product model, and send it to the supervisor for dispatch. (6) The technical staff will go to the customer's on-site service with the "service certificate". If the service can be completed on the spot, the customer will be asked to sign the service certificate, bring it back to the salesman, and cancel it on the "repair registration book", and the service Credentials archiving. (7) For fee-based services, if the fee is relatively low, the technician should charge the customer on the spot, hand over the money to the accountant, and resend the invoice, otherwise, the "service certificate" should be presented to the accountant on the same day Issue an invoice in order to charge separately. (8) If a service site cannot be handled properly, the technician should take the product back for repairs. In addition to the technician issuing a "customer product receipt" and handing it over to the customer, the customer is required to sign on the "service certificate" Confirmation, and then bring the goods back to the salesman, log in the "customer goods entry and exit register", and fill in the "repair card" to repair the construction. (9) Each completed "repair card" should be hung on the product, and the technician should fill in the actual repair time and replacement parts in detail. Indicate the date of return of the product on the "Registration Book", and then send the product together with the "service certificate" to the customer for signature and seal, and at the same time take back the receipt originally handed over to the customer by the technician and invalidate it, and file the "service certificate". (10) For the goods brought back for repair in the above item, if there is a fee for repair, the technician should present the "service certificate" to the accountant to issue an invoice on the day of returning the goods for charging. (11) If the goods to be repaired cannot be repaired according to the original schedule, the technician should immediately report to the service director for assistance. (12) The technician should fill in the "Technician's Working Day Report" every day with the type of maintenance work he is engaged in and the time spent, and send it to the service director for review and storage. (13) The service director shall fill in the "Service Director's Daily Report" on a daily basis according to the daily report of the technical personnel, the type of service and the time spent by the personnel on that day. (14) The daily report of the service director of the branch company should first be sent to the manager for review and signature, and then forwarded to the customer department. (15) Salespersons in service centers and branches should check the "service certificate" according to the "repair registration book", and send the repair work that has not been dispatched on the same day to the director on the next day to give priority to dispatching work. (16) For all service operations, the urban area adopts a six-hour dispatch system, and the suburban area adopts a seven-hour dispatch system, that is, the call time for repairs and the arrival time for service must not exceed six or seven hours during working hours. (17) One month before the expiry of the maintenance contract, the service center and branch offices should fill out the "Maintenance Expiration Notice" and send it to the customer, and send personnel to try to renew the contract. □Customer Opinion Survey (18) In order to strengthen the service to customers and cultivate the concept of "customer first" for service personnel, the company specially conducts customer opinion surveys, and uses the results as the basis for improving service measures. (19) Customer opinions are divided into customer suggestions or complaints and comments on technicians.In addition to taking the evaluation data as part of the technician's monthly performance appraisal, the customer department should pay special attention to the customer's suggestion or complaint, handle it seriously, strive for excellence, and establish a good reputation for the company's after-sales service. (20) The service center and branch offices should send the record book of customer calls and repairs on the same day to the customer department on the next day, so as to fill in and send the customer opinion survey card.The number of survey cards filled in and sent is based on the principle of calling and repairing all the numbers on the day, and random checks are not adopted. (21) The evaluation of technicians is divided into four items: attitude, technology, arrival time, and handling of promised tasks. Each item is divided into four levels according to customer satisfaction, so that customers can tick off. (22) If the customer's suggestion or complaint is serious, the service department should immediately submit it to the deputy general manager for review or transfer, handle it in advance, and notify the customer of the handling situation; if it is of a general nature, The customer department handles it at its own discretion, but should notify the customer of the result in writing or by phone. (23) For matters related to strengthening services and handling customers' suggestions or complaints, the customer department should always keep in close contact with the service center and branch offices, remind them at any time, and assist them to solve all difficult problems. (24) The service center and branch offices should handle complaints from customers in person, no matter how big or small the case is, by the service supervisor in person or by sending a special staff to show prudence. Three, customer complaint handling method (First, the purpose In order to quickly handle customer complaints, maintain the company's reputation, and promote quality improvement and after-sales service, this workflow is formulated. (2) Scope Including customer complaint form numbering principles, investigation and handling of customer complaints, tracking and improvement, finished product returns, processing deadlines, approval authority, and handling overdue responses, etc. (3) Applicable timing When the company's products encounter complaints about abnormal quality from customers (hereinafter referred to as "customer complaints"), it shall be handled in accordance with the provisions of this implementation method. (4) Customer complaint handling process project Sponsoring Department Customer Complaint Investigation and Handling Finished Product Return Handling Customer Complaint Improvement and Tracking Customer Complaint Response Investigation Responsibility Attribution Judgment Processing Period Management Inspection Receipt Improvement Form Proposing Improvement Items Drafting Improvement Item Confirmation Improvement Item Implementation Improvement Item Supervision Service Center Manufacturing Department (Quality Management Department) Customer Department Customer Department Quality Inspection Department Warehousing Unit Customer Department Manufacturing Department Customer Department Relevant departments Customer Department 1. The service center receives customer complaints and feeds back the situation to relevant departments. 2. Investigation of customer complaints.Investigate the reasons and responsibilities of the complaint, determine the handling decision and inform the customer. 3. On-site maintenance or return of finished products. 4. Improvement of customer complaints. 5. Customer service tracking, investigating customer satisfaction with the service. (5) Responsibilities for handling Responsibilities for handling customer complaints of each department. 1. Business department (1) Check the order number, material number, quantity, and delivery date of the product complained by the customer in detail. (2) Understand customer complaint requirements and confirmation of customer complaint reasons. (3) Assist customers to solve problems or provide necessary reference materials. (4) Promptly communicate the processing results. 2. Quality Management Department (1) Investigate, report and designate responsible personnel for customer complaints. (2) Causes and treatment, inspection, implementation and supervision of improvement measures. (3) Inspection and confirmation of customer complaint quality. 3. Customer department (1) Registration of customer complaints, time limit management and overdue response. (2) Examination, investigation and reporting of customer complaints. (3) The formulation of the handling method and the determination of the attribution of responsibility. (4) Proposal and negotiation of customer complaint improvement cases, supervision of implementation results and confirmation of results. (5) Assist relevant departments to contact customers to investigate and properly handle customer complaints. (6) In the process of handling customer complaints, the feedback on customer complaints is reported to relevant departments for tracking and improvement. 4. Manufacturing department (1) Investigate in detail the content of customer complaints, formulate countermeasures and perform inspections. (2) Submit the production unit, machine shift, production personnel and production date. (6) Time limit for handling customer complaints The processing period of the "Customer Complaint Handling Form" is to reply to the customer within 24 hours after the customer department accepts it.The processing period is determined on a case-by-case basis. (7) Punishment and bonus deduction of responsible personnel for customer complaints 1. Punishment of responsible personnel for customer complaints Before the 10th of each month, the customer department should review the customer complaints closed in the previous month. Those who have been ordered to be administratively punished should be sorted out and sent to the personnel department to submit the "Personnel Announcement Form" and make an announcement. 2. Customer complaints about performance bonus deductions The responsibility belongs to the unit or individual.The cause of the complaint case determines the responsibility to belong to the unit or individual, and a "reward and punishment notice" is issued and submitted to the general manager for approval, and then three copies are copied, one for self-keeping, one for the accounting unit to check, and one for the penalty deduction department. bonus. (8) Responses to overdue statute of limitations During the process of handling customer complaints, the customer department should issue a "reminder" to urge the relevant departments to handle overdue cases; for closed cases, it should check the processing time limit of each department; "Slip" to the relevant department to investigate the reason for the overdue. (9) This method is formulated by the customer department and is responsible for interpretation, and it will be implemented after the approval of the general manager, and the same is true for amendments. 4. Applicable forms for customer management Table 23-1 Standard customer development steps table Numbering steps Customer name 123456 Self-introduction Inquiry about information Prompt to come Demonstrate on-the-spot Estimated completion rate Make an appointment Table 23-2 Development Object Judgment Table Company name and address Notes 1 Growth rate ABCD E2 Credit degree AB C3 Total profit rate AB C4 Comprehensive judgment 5 Sequence evaluation Table 23-3 List of countermeasures for important customers Company Name Sales Order Problem Countermeasures Basic Policy to Expand the Number of Important Customers Table 23-4 Customer Credit Investigation Form No． company Business Address Telephone Person in Charge Telephone Entrepreneurship Date Year Month Day Business Project Mode of Operation Sole Proprietorship ( ) Partnership ( ) Company ( ) Trading Start Date Year Month Day Business Area Business Location Market ( ) Residence ( ) Suburb ( ) Person in Charge Gentleness ( Cheerful () Weird () Arrogant () Temperament () Steady () Reticent () Impatient (Rapper) (Honorary) Interests Clumsy speaking (common) moderate-minded (conservative) radical (innovative) hobbies: drinking () not drinking () cigarettes: smoking (not smoking) strengths, strengths, weaknesses, technical proficiency () Not very skilled ( ) general ( ) person in charge address phone start-up date year month day business project business mode sole proprietorship ( ) partnership ( ) company ( ) business start date year month day business area business location market ( ) residence ( ) suburban ( ) accountant In terms of bank correspondence, bank account, bank credit is very good (good () average (poor) (poor) (book organization complete () incomplete () peers rated it as very good () good () average (poor) () Poor () Business organization Joint-stock company () Individual business () Limited company () Joint venture () Neighbors Evaluation very good () Good () Average () Poor () Very poor () Continuation In terms of accounting, the amount of capital in yuan is easy to pay () common () acceptable () delayed () embarrassing () obsessive balance payment () business license registration number remarks 1. Chain store organization system Article 1 For the sake of coexistence and co-prosperity between Party A (that is, the grantor of the chain right) and Party B (that is, the grantor of the chain right) of the chain organization, and in order to maintain a good relationship, this contract is hereby concluded. Article 2 Party B, with the authorization of Party A, can open the business with the trademark of "chain store" from the effective date of the contract. Article 3 For the sake of the success of this business, Party B shall accept the matters stipulated in the Articles of Association of Party A, and fully cooperate with the execution of the matters authorized by Party A. Article 4 At the time of conclusion of this contract, Party B shall pay Party A the trademark authorization fee × 10,000 yuan (non-refundable). Article 5 After signing the contract, Party B shall accept the proposal of Party A (unified image of the enterprise) and carry out the interior layout or modification project, and the expenses shall be borne by Party B.If Party B does not cooperate well enough to affect the overall or its own (tangible or intangible) interests, Party B shall take full responsibility. Article 6 Party B has the obligation to pay the fund service fee to Party A on a quarterly basis, and the fee shall be paid every six months (half a year) from the effective date of the contract.Party A shall notify Party B to pay within the time limit.The amount shall be handled in accordance with Article X of the "Chain Store Organization Management Charter". Article 7 The constraints that Party A shall abide by are as follows: (1) Party A shall not grant the same rights to others within the establishment area to which Party B belongs without the consent of Party B. (2) Party A shall provide free study opportunities to Party B on a regular basis.If it is necessary to charge, it shall be agreed by Party B first. (3) Party A should hire experts to evaluate and make suggestions for Party B's operation, and strive to improve Party B's performance. (4) Party A shall manufacture or develop and purchase commodities and business-related items to provide to Party B, and the selling price shall be reasonable and within the market price. (5) Party A shall hire experts to plan unified advertising campaigns for all chain stores. Article 8 Agreements that Party B shall abide by: (1) All resolutions of the "Operational Decision-Making Committee" designated by Party A shall be followed. (2) At least RMB 10,000 per month should be allocated for joint advertising with chain stores authorized by Party A, and this activity should be carried out by Party A. (3) Purchase goods and articles from Party A at least 10,000 yuan per month. (4) Payment should be made to Party A within the prescribed time limit. (5) When engaging in advertising activities on their own, they should report to Party A, with the principle of not damaging the overall corporate image. (6) All rights granted by Party A shall not be transferred or lent privately.Party B's business location change, representative change and other matters should be agreed by Party A, otherwise it will be regarded as a breach of contract. Article 9 The termination of this contract shall be handled in accordance with Article X of the "Chain Store Organization Management Charter". Article 10 This contract is formulated on the premise of mutual trust and understanding between Party A and Party B. The matters stipulated in this contract should also be implemented in good faith. Article 11 The above clauses of this contract should be mutually confirmed and cannot be criticized or not performed.This contract will come into effect on the day when Party A and Party B sign and seal the contract. At the same time, Party A sends Party B the following materials, and Party B shall keep them properly and abide by them. (1) The articles of association of the chain institution. (2) The charter and procedures of the business decision-making committee. (3) Articles of Association for the organization and management of chain stores. This Agreement is in duplicate, and each party holds one copy as evidence. (Party A) Grantor of the chain right: the chain institution to which the company belongs Representative: address: ID number: (Party B) Grantor of franchise rights: Representative: address: ID number: 2. The organization system of franchised stores of the first entry. The name of this club is "XX special shop club". Article 2 office. The office of the association is located in XX company. Article 3 Membership. Members of this association have concluded a special store contract with XX Company and must have the membership qualifications stipulated in Article 8. Article 4. Business. Based on the principle of improving the sales performance of members, promoting the rationalization of business and the development of management, and strengthening the friendly relationship between members, the Association has carried out the following five tasks in particular: (1) Various consultations and agreements to promote the establishment of the sales contract. (2) Revise and formulate the regulations on franchised stores. (3) Make various business contacts so that the transactions between each other can be carried out smoothly. (4) Plan and guide sales methods, sales techniques, store design, business management, personnel, affairs offices, and other related seminars, lectures, and training sessions. (5) Plan and implement various activities to promote mutual rapport. Article 5 constitutes. Based on the needs of business execution, the Association has set up the following management personnel: (1) President: 1. (2) Vice President: 1. (3) Officers: several. The above-level management personnel are elected by members among themselves, and the term of office is one year, and they are re-elected. Article 6 Operation. The Association holds a general meeting every year to discuss the annual plan and conduct business reports and accounting reports.The chairman and vice-chairman shall convene members to form the board of directors according to the needs of the situation.The board of directors decides on the agreement on the operation of the conference according to the agenda items of the conference. Article 7 Funding. The membership fee is RMB ××× per year.All necessary expenses for conference operations such as conferences, correspondence, and liaison are paid out of this.However, special expenses such as seminars and travel shall be determined by the board meeting according to the needs at that time. Article 8 Qualifications of membership. Members of the Association must meet the following four conditions: (1) Those who have concluded a franchise store contract with XX Company. (2) Those who have contributed credit funds. (3) Those whose sales in the past year reached more than ten thousand yuan. (4) Others specially designated by the Association. Special Offers for Title IX Members. The Association has specially formulated "Special Store Transaction Regulations" for members, and members can enjoy various special preferential conditions in transactions. Article X. Repeal of the Statute. Denunciation of this Statute shall be by decision of the Conference. 3. Business management regulations for franchised stores Article 1 The company's basis for setting up franchise stores and its operating policies are based on the contents of this regulation. Article 2 deals with commodities. (1) The main products of the business are ××××, and the current main products are traded by old customers.For future development, the current new products should also be operated according to the situation, and the sales will start through this channel. (2) Special stores are responsible for the wholesale and sales of the commodities mentioned in the preceding paragraph. (3) Franchised stores are not allowed to handle the same product from other manufacturers. (4) The same product from other manufacturers will be gradually added in the future. Article 3 The setting of franchised stores. (1) The establishment of franchise stores shall be carried out according to the following plan: 1. × store in each district in A region. 2. X stores in each district in B area. 3. × store in each district in C area. (2) For the division of regions in the preceding paragraph, the number of stores may be changed due to the increase in sales, the increase in population, and other factors. (3) This franchised store system is only applicable to the metropolis and nearby counties and cities, and the implementation policy in other areas is carried out in accordance with the general agency system. (4) Selection of franchised stores. 1. Select from the retail stores that have traded with the company in the past. 2. Select from retail stores that have no transaction with the company at present, or the transaction amount is small, but have great potential. (5) When selecting franchised stores from retail stores with small actual performance, the following criteria must be followed.In addition, when choosing a store, you must target those who are stable, cooperative, and willing to actively participate in sales activities. 1. Stores whose annual sales of the company's products exceed XX million yuan. 2. Those who sell more than 500 sets of ×× products each year. 3. Although the current transaction volume is small, it is a retail store with sincerity and clear payment. (6) A powerful store without any transaction refers to the following conditions: 1. There are no old customers in this area: 2. Retail stores that have sales potential regionally and may still develop sales channels in the future. Article 4 The way of communication with transaction customers who are not franchised stores. (1) For the transaction customers of non-participated stores, the existing transaction methods shall be used to conduct transactions. (2) The selling prices granted to these stores should be uniform regardless of whether the goods are from the company or from special stores. (3) For new transaction applications, in principle, they should be transferred to the franchised stores in the area for handling. (4) The store transactions of such non-specialized stores should be suspended as the sales capacity of the franchised stores increases.On the contrary, if there are those who have increased transactions among these stores, they should try to incorporate them into the franchised store system. Article 5 Obligations of franchised stores. (1) Franchise stores must have a certain amount of sales responsibility every year according to their past performance and the strength of the area where they are located.This amount may be revised annually by mutual agreement. (2) At present, the minimum sales responsibility amount of each item handled is tentatively determined as follows: 1. 500-800 groups in XX area. 2. New products and new models will be ordered separately according to the conditions at that time. (3) Franchised stores must join the head office. (4) The head office is a friendly organization for the purpose of assisting and promoting the franchised store business. Article 6 Transaction method. (1) The approved price for delivery to the franchised store and the selling price of the franchised store itself shall be implemented in accordance with the following regulations.This price is also the price delivered by the company to the factory. 1. A price - the price approved by the company to the franchised store. 2. B price - the price given by the contracted company and the company to the retail store. 3. C price - the price sold to ordinary consumers. 4. D price - the transaction price before the season, and will be ordered separately at that time. (2) In order to promote the sales of franchised stores and reward the implementation of their payments, the company has set up a rebate (discount) system. (3) The deadline for the payment of the payment is the 25th of each month, and the payment must be made in cash on the 10th of the next month.If paid by promissory note, the payment amount includes the discount fee. (4) There are special prices for seasonal payments. (5) The company will be responsible for any damages that occur during the delivery of the goods. Article 7. A system to support sales. (1) For franchised stores, the company will provide sales catalogs, advertising brochures, leaflets, posters, etc. free of charge or at cost. (2) The company will bear the cost of product promotion in newspapers, magazines, leaflets and other media. Before implementing these advertisements, the company will make a reservation form for implementation and contact the franchised store in advance. (3) The company will guide the franchised stores on sales methods, product description methods and other related education, and instruct sales plans. (4) When starting to sell new products, the company will provide free or borrow samples of the products to the franchised stores. (5) The company provides education and guidance to special shopkeepers and responsible shop assistants on product combinations and usage methods, product descriptions, and how to deal with sales. Article 8 Manufacturing method. （一）如偏远地区的订货量增多时，可于市内及各地设转包工厂，由这些工厂来负责产品生产。 （二）本公司内部将自设模具工厂，由公司亲自经营，至于生产方面再采取转包生产的方针。 （三）针对×××及×××各产品，本公司将设装配工程科，以付费方式将工程委托该单位。 四、代理店管理制度 □ General 第一条本规定的主旨。 本规章规定××公司与代理店之间的交易有关事项。 第二条代理店的销售区域。 代理店可行销售的区域，依协议来决定。代理店如欲于指定以外的区域进行买卖活动，应事前与××公司联络，取得其认可。而在某种情况下，××公司必须估计此店与其他代理店的竞争情况，做深入的调查与研究，确定无显著影响后方可予以认可。 第三条经营商品。 代理店所经营的商品必须是由××公司生产、附有HX商标的所有产品。 第四条销售责任额。 代理店的每月销售责任额为××万元以上。但此责任额必须是第三条规定商品的总额。 代理店须于每月25日之前，向××公司提出下个月份的销售预定。 第五条经销处等的设置。 代理店可在自己的责任范围下设置经销处及代办处等。但设置之前须与××公司联络，取得其认可方能实施。 第六条销售价格。 货自我公司发给代理店的商品价格与代理店卖给顾客的售价，必须依照另外规定的价格表来进行。 前项的价格如发生变更，前者须经双方协议，后者需××公司的认可方得实施。 第七条交易保证金等。 代理店须照交易额，事前缴交××金额给本公司，做为交易保证金，××公司再发给此金额范围内的股份给代理店。 第八条相关资料的提出。 ××公司必须令代理店提出必要的资料（例如客户名册、预估客户名册、销售计划等）。 第九条××公司交货方式与运费。 本公司以××公司工厂为交货给代理店的地点。但如代理店另有提出请求，可送货至其指定地点。 关于前项，如另有声明则产品的装箱费、运费由代理店负担。运送途中如发生事故，其费用负担由××公司与代理店双方经由协议后决定。 第十条退货。 当货品与代理店的订购内容不同，或不良品的制造责任明显为××公司所有时，始能接受退货条件。 第十一条付款条件。 货款的缴付以每月20日为期限，上月21日至本月20日货款则于下月10日缴齐。 前项付款以付款日起算，90日以内为期的支票为主。 第十二条暂停出货。 代理店如未能履行前项付款义务，或有违约情况发生，××公司将暂停对其出货以便观察。 □对代理店的支援 第十三条主旨。 为促进代理店的销售绩效、××公司代理店之间的互助关系，本章特别制定各种奖励及支援制度。 第十四条交易奖励制度。 以下奖励制度适用于代理店的销售及付款事宜。 （一）销售额增进的奖金。 代理店三个月的平均进货额如超过去年同期三个月平均额的三成以上，可享下列回扣优待： 1、超过三成者3%。 2、超过四成者4%。 3、超过五成者5%。 4、超过六成以上者7%。 以上计算是以三个月为一单位，即“1～3月”，“4～6月”，“7～9月”，“10～12月”。 （二）前项奖金的计算及回扣以该期的最后一月计算基准月。 第十五条代理店的优惠条件。 （一）代理店如加盟另外成立的代理店会，将可享受代理店的经营及技术指导、产品知识的指导、配发宣传用品、经营资料及其他种种特惠条件。 （二）前项的代理店规约另文规定。 □附则 第十六条同种产品的仿造限制。 代理店未经××公司同意，不得擅自制造第三条中的产品或与其类似的产品，亦不得与其他同业者订立契约，进行买卖。 第十七条严守机密。 代理店必须严守与××公司的有关交易机密，不得泄露给第三者。 第十八条违反规定的处置。 代理店如违反本规章的各条规定，××公司可随时解除部分或全部的契约。 第十九条禁止代理店彼此之间的竞争。 代理店须于指定区域内，以其售价来进行销售活动，须避免向其他区域扩销，引起代理店彼此之间无谓的竞争。但如经××公司指示时则不在此限之内。 若因前项行为或类似方法，引起代理店之间的竞争，××公司将站在公平的立场上，居间调停予以解决。 第二十条新代理店的设置。 ××公司在设置新的代理店之前，须做好充分的调查与研究，同时须咨询代理店的意见，居间调停予以解决。 第二十一条指定法院。 当发生本规定的相关纷争时，由××公司所在地的管辖法院裁决。 第二十二条规定的废止、修正。 本规定的废止、修正等事宜须经由代理店会协议后才能实施。 五、经销商管理制度 第一条销售指标。 1、销售指标的确定。 （1）根据公司下达的年度销售指标，确定各区年度销售指标并将其按月分解下达。 （2）各区域主管和业务员，将相应承担不同的销售指标。 2、指标包括销售额指标和区域经销商开发数量指标。 3、指标按月统计，由区域主管将完成情况上报销售部经理。 第二条奖励办法。 1、实行业务员销售全额提成的办法，按月销售额（以到账为准）提取销售提成，每月由销售部经理核算并上报总公司财务部审核批准。 2、提成包括：业绩奖金、业务招待费、佣金、市内交通费等费用。 3、指标实行按月考核提成，实行按季发放制，每季度末发放其该季度各月应发的提成总和。 第三条基本市场的调查。 1、由销售部经理组织业务员对负责的区域进行基本市场的情况调查，从而确认销售渠道的发展与趋势。 2、调查的内容应包括： 区域基本情况：即人口、经济状况、消费者结构、购买力等。 市场容量：包括现实的与潜在的市场需求。 消费者偏好：品牌偏好、品种偏好、价格偏好、购买地偏好。 竞争对手情况：竞争对手实力、网络体系、经营业绩等。 经销商情况：经销商数量、实力、业绩、经营特点、经营信誉等。 零售商情况：零售商的分布、范围以及其他情况。 3、调查结果，由调查人员写出调查报告，并对调查结果进行分析，确定该市场的进入方式。 4、根据市场基本情况，确认一定数量可供合作的经销商，以备调查与选择。 第四条经销商的调查。 1、在深入进行市场调查的基础上，将所确认的经销商分类进行调查。 2、调查后填写“经销商调查表”。 3、根据调查结果，对所调查经销商进行综合评价。 4、由区域主管将调查结果上报销售部经理，销售部经理会同营销总监、总经理对所调查经销商进行选核审批。 第五条经销商的谈判原则与策略。 1、一般经销商的谈判由销售部经理和区域主管进行，重点经销商的谈判由销售总监及销售部经理出面进行。 2、因各经销商的具体情况不同，合作意向及详细条件也各不相同。谈判中应坚持公司的根本利益，并注意区别对待，灵活运用。 3、约束条款必须完备，以防问题一旦出现，给公司造成大的损失。 4、合同期限应适度，一般不宜过长，以便公司根据合作效果及合同执行情况，及时变更和终止合同。 5、合同起草时，应先让对方提供合同文本，这样可以把对方“亮”在明处，排除对方隐藏的“陷阱”，我方可以争取主动。 6、合同文本规范双方行为的法律文件，必须慎重推敲，尤其是细节要格外小心，概念含糊不清的条款不能使用，以防今后“扯皮”。 7、合同签约前双方应提供齐备合法的经营证件，同时要复印存档。 第六条合同的审批与签定。 1、双方共同起草的合同定稿后，先上报公司法律部门进行文本审核，若存在问题时要进行再修改。 2、双方合作合同应统一由公司法人或法人委托代理人来签订，一般应由公司总经理签订。 3、委托代理人签约时要出具法人委托书，并交对方存档。 4、有关资料，如房产证明、房屋建筑蓝图、对方的营业证件等，应当有详细的复印件并和所签合同一起存档备查。 5、合同签订后，统一存档。 第七条经销商制定价格方案。 （一）经销商的供货价格方案由销售主管制订，并上报销售总监，经公司总经理批准后实施。 （二）没有新方案公布前，所有经销商业务一律按既定价格方案执行。 （三）定价依据。 1、生产成本、运杂费、税收、管理费用。 2、本产品不同于其它产品的品质。 （四）返利办法及时间。 1、根据客户销量及要求，分别为：季、半年、一年不等。 2、月返利在下月，以上月第一次进货时间为准。 3、如经销商愿意以货抵款（其货价按出厂价供给），所返货物随货同行。 4、季、半年、年返，以合同期限为准。 5、特殊情况，另行商定。 第八条货款结算原则。 1、为防止货款拖欠形成死账，经销商一律采取款到发货的原则。 2、为防止样品压款造成死账，经销商一律不提供无偿样品，坚持款到发货的原则。 3、样品在无破损的前提下，可给予换货优惠，或者经销商再进货时，对样品价格给予一定的优惠返还。 4、支票汇款结算，要等货款到账后，才能发货。 第九条货款的回收。 1、经销商的货款回收，由所负责该经销商的业务员直接负责。 2、货款一律由经销商直接汇到公司账号上，特殊情况现金结算时，应由店面收银员收款，或直接到公司财务部交款。 第十条订货管理。 1、查阅双方签定的经销合同。 2、查阅交易记录和结算记录。 3、如无货款结算遗留问题，可进行下次订货。 4、双方填写订货单一式四份。 5、订货单交销售主管、经销商、财务部和物流部各一份。 第十一条发货和运输。 1、产品运输一律由物流部门负责。 2、如对方要求自己运输、发货时，经销商要到库房进行货物验收，验收合格后对方要在验货单上签字。 第十二条经销商的销售支持。 1、确定有利双方价格体系，提供价格保护、返利、折让等支持，具体按公司有关价格政策操作。 2、按市场竞争势态，优先供应商品，改进进货周期与期量标准，支持经销商合理库存。 3、协助经销商提供有关市场与客户信息。 4、提供我公司产品的有关技术资料和有关产品宣传促销资料。 5、协助经销商对销售终端导购人员进行我公司商品专业知识和有关导购技巧的培训。 6、进行售后组装与维修的有关技术培训与支持，样品可由我公司大区派出售后服务人员进行示范性组装。 7、提供相关的备件和易损件，支持售后服务质量。 8、提供卖场的装修设计和商品的布置方案，并提供统一的标识。 9、进行有关产品促销方面的整体支持。 第十三条售后支持的实施。 1、经销商的售后支持工作，由各区域主管提出支持方案，报销售部经理审批后实施。 2、涉及公司有关职能部门协助的，由销售主管报销售总监审批，由有关职能部门协助进行。 第十四条经销商定期巡访。 1、业务员每月初应制定出自己所负责的经销商巡访工作计划，同时填报“经销商巡访计划表”，交区域主管。 2、区域主管对计划进行调整、修改和补充后，报总经理审批。 3、经销商巡访工作完成后要填写“经销商信息资料表”，统一保存。 第十五条巡访内容。 1、销售情况，包括已销售商品情况、库存成品情况。 2、市场和消费者对我公司成品的意见和反映。