Annual Work Summary of Business Department (5 selected articles)

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Chapter 1: The annual work summary of the business department flies, and it has been a year since I came to work in xx unconsciously. In my opinion, this is a short and long year. What is short-lived is the work skills and professional knowledge that I haven't had time to master. Time has passed. See the personal year-end summary of the business assistant below for details.

Looking back at the application for customer service positions at the job fair, it seems to have happened; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

First, the tempering at work has shaped my character and improved my psychological quality.

As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open. However, when I saw Zhang Yu, who came all the way from Chongqing, facing the customers with a calm and sweet smile and skillful reception skills, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers? Through the leader's summary of our work that day, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should have worked hard, put customers first and always smile, because you represent not only your personal image, but also your image. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried to keep smiling and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host.

Secondly, I realized the importance of details in my work and life.

Because of its "oblique", the details are often despised or even ignored, and people often feel cumbersome and have no time to take care of them. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

Thirdly, I have developed my talents in my work and study.

When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of the park on Christmas and New Year's Day, which was just completed two days ago, is the first scheme I made myself. When the plan was approved by the supervisor, my heart was full of joy of success and passion for work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.

Chapter II: Annual Work Summary of the Business Department. I joined your company in June 20xx as a business assistant. I have had some relevant work experience before, but after coming to your office, I humbly ask for advice and learn from others. Everything starts from scratch, let yourself grow and improve from scratch, and let your behavior norms, ideological awareness and work ability approach the required goals as soon as possible. I hope to join the design industry as soon as possible. 12 months passed quickly. In 12 months, with the care and help of leaders and colleagues, I completed all the work and further improved my ideological consciousness. The summary of this work mainly includes the following items:

First, ideological expression, moral cultivation and professional ethics

Can conscientiously implement the party's basic line, principles and policies, and actively study theory through the internet, newspapers and books; Abide by the law and study legal knowledge seriously; I love my job, have a strong sense of responsibility and dedication, take the initiative to study professional knowledge seriously, have a correct working attitude and be serious and responsible.

Two, professional knowledge, work ability and specific work.

I came to work in June as an administrative assistant, mainly to do administrative work well. I think administrative work is a trivial matter, and we have to face many trivial things every day, and these trivial things are essential. In order to do my job well, I am not afraid of trouble. I ask leaders, learn from colleagues and explore my own practice. Get familiar with the work in a short time, make clear the procedure and direction of the work, improve the working ability, form a clear working idea in the specific work, and be able to carry out and complete the work smoothly. Generally speaking, administration has three main functions in enterprises: management, coordination and service. Among them, management is the backbone, coordination is the core and service is the foundation. In a word, the essence of administrative management is service.

Third, work attitude and hard work.

Love your job, treat every job correctly and seriously, serve everyone enthusiastically, observe labor discipline seriously, ensure attendance on time, have a high attendance rate, make effective use of working time, stick to your post and ensure that the work can be completed on time.

Four. Work quality, achievements, benefits and contributions

Make a personal work plan before the start of work, give priority to finish all the work in time, achieve the expected effect, complete the work with good quality and quantity, and work efficiency is relatively high. At the same time, I also learned a lot at work and exercised myself. Through unremitting efforts, I have made great progress in my work, created a new situation in my work and made due contributions to the work of the department.

Summary 12 months of work, although some progress and achievements have been made, there are still many shortcomings in other work. All these need to be improved in the future work. In the future, I will seriously study various policies and regulations, and strive to raise my ideological awareness and work efficiency to a new level in an all-round way, hoping to make greater contributions to our development.

Chapter III: Annual Work Summary of the Business Department. In a blink of an eye, I will wave goodbye in 20 years. On the occasion of the new year, I think back on the road I have traveled for more than a year and what I have experienced. I don't have too many feelings, too many surprises, too many achievements, and I have a calm mind.

First, the feeling of work.

In these 20 years, there have been failures and successes, unfortunately; Thank goodness; Their business knowledge and ability have been improved. First of all, I have to thank the company for providing me with such good working conditions and living environment, and having such a good and experienced boss to guide me and take me forward; Their actual combat experience has benefited us for life. What we learn from them is not only the way of doing things, but also the truth of being a man. Being a man is the first thing to do.

/kloc-I started to enter the company in October, and a year passed quickly before I knew it. During this time, I have changed from a newcomer who knows nothing about products to a salesman who can operate the business independently, and I have completed the role transformation of my career and adapted to this job. There is nothing outstanding about this performance. The following is a breakdown of work and business in a year:

To enter a new industry, everyone should be familiar with the product knowledge of this industry, the operation mode of the company and the establishment of customer relationship groups. In market development and practical work, how to locate the market direction and product direction, grasp key customers and follow customers, how to arrange off-season time and what products are available, of course, this is far from enough, and we must continue to learn, accumulate and keep pace with the times.

At work, although I have wasted time and working time, I am serious and responsible for my work. After the baptism of time, I believe I will be better. As the saying goes, only experience can grow. Nothing in the world is perfect. Everyone has his own advantages and disadvantages. Once he has more work, he tends to make a fuss, or he will be careless if he doesn't take the time to check. When I have a lot of work, I want to finish it by myself and run every link by myself. I want to correct this mentality and give full play to my advantages: trade knowledge and learning to accept it. Constantly sum up and improve, improve quality.

Self-analysis: From the current behavior, I am not a qualified salesman, or just a novice salesman. My own speech and eloquence are not good enough, and my expressive ability is not outstanding enough. The root cause: my shortcomings have not been broken, my skin is not thick enough and my psychological quality is not enough. This is nothing like myself, and I am far from discovering my potential and achieving a leap in personality. In my heart, I always believe that I can become an excellent salesman, which is the driving force; This belief has been stored in my chest, ready to explode at any time, and my heart has been eager for success. "I want to fight like a real man and surpass myself." I said to myself.

Second, the 20-year work plan.

Summing up my work in the past year, I still have many problems and shortcomings in my work. I need to learn working methods and skills from other salespeople and peers. In 20 years, I plan to learn from each other on the basis of last year's work gains and losses, focusing on the following aspects:

According to the sales situation and market changes in the past 20 years, I intend to divide my work into various regions. For old and regular customers, we should always keep in touch, give some small gifts or entertain customers when we have time and conditions, and stabilize the relationship with customers. The second is; While having old customers, we should constantly get more customer information from them. Third; If you want to have a good performance, you must strengthen business study, broaden your horizons, enrich your knowledge, and combine business study with communication skills in a variety of forms.

More than X new customers will be added every month, and there will be several potential customers.

Before meeting a customer, you should know more about the customer's status and needs, and then make preparations, so that you may not lose this customer.

We should constantly strengthen our business study, read more books, consult relevant information online, communicate with our peers and learn better methods and means from them.

Treat all customers with the same attitude, but don't be too modest. Make a good impression on customers and establish a better image for the company.

5, customers encounter problems, can not ignore, we must try our best to help them solve. In doing business, we must be a man first, and let customers believe in our work strength, so as to better complete the task.

6. Self-confidence is very important. Always tell yourself that you are the best and you are unique. Only by having a healthy, optimistic and positive work attitude can we complete the task better.

Iii. Problems and Solutions in Work

1, unable to correctly handle market information, which is manifested in the lack of ability to grasp market information. In the modern society with highly developed information, information is transmitted vertically, and many effective information flows, but it is not mastered; Lack of ability to deal with market information, effective information depends on grasping, analyzing, processing and submitting, and information is grasped in time, but it is often lack of how to judge the correctness of information; Lack of information exchange makes a lot of effective information lost in vain. In the future work, we should take effective measures to give full play to the role of information, strengthen the ability of information processing, and strengthen communication, so as to correctly judge the accuracy of information.

2. At the beginning of the year, because of the low professional level and lack of experience, the initial work could not find a clue and failed many times. What's the problem? Faced with many lessons of failure, I found my own reasons and my own shortcomings. In the future work, we should constantly strengthen business study and improve our own ability.

3. Respond to any information of customers in time; You can't simply ask and answer the customer's reply, but try to be comprehensive and thoughtful, but you can't be wordy. Language should be professional and targeted, or you will lose the opportunity to continue the dialogue.

4, quotation sheet, the quotation should be appropriate, not too low, not too high; Good things cannot be sold cheaply, and ordinary products cannot be quoted at high prices. Because customers often judge your integrity from your quotation, and at the same time judge your familiarity with the product; If you quote a price far from the market for a very simple and ordinary product, even if you can't quote it for a few days, it means that you are not honest enough and don't understand this line at all, so natural guests will ignore it.

Chapter IV: The annual work summary of the Division has experienced a lot since one year ago, and there are also many feelings. First of all, I want to thank the company for providing us with such a good opportunity. Experienced colleagues gave me guidance and let me learn from their actual combat experience. I also understand that sales are not simple sales. I learned from them not only the way of doing things, but also the way of dealing with people. Now, I want to share my experience with you on this year's work.

Half a year has passed since I joined the company. During this time, I began to get familiar with a newcomer who knew nothing about the product knowledge of the industry, completed the role transformation, began to slowly integrate into this group, and slowly began to adapt.

To enter a new industry, everyone should be familiar with the product knowledge of this industry, the operation mode of the company and the establishment of customer relationship groups. In the process of sales, there are really many things to learn, such as the knowledge of goods, the collocation of clothes, and the need to understand and meet the needs of customers. What is more important among colleagues is team spirit, trust in others and team strength. Sales is not a matter for one person, but for the whole store and the whole company. Then we can give play to our own advantages: constantly sum up and improve, and improve our own quality.

This year, there were failures and successes. Thankfully, my product knowledge and ability have improved a little, but it is still far from enough for sales, and it has not reached my ideal goal. I really didn't feel anything about the clerk at first, especially in the first few days. Not used to it, I thought it would take a long time to get used to it, and I was worried that I was not qualified for this job at all, because clerical work was not my long-term work style, but I realized that if I came into contact with this job, I should do it well first, and then do something else. But then I found out that being a shop assistant is also a special kind of trainer. What it needs is employees' resilience, employees' product knowledge and even other knowledge, and employees' service attitude, which will affect sales. And the clerk in the image shop also represents the image of the company. The quality of the clerk will be the customer's evaluation of the company.

At work, I also learned and experienced some sales strategies, which are shared as follows:

I divide the guests who enter the store into two categories: the first category of guests, and the purposeful guests: shopping in the mall has the purpose of shopping and has clear needs or ideas. They may come straight to the point or ask about their favorite clothes, or they may be semi-certain guests who want to buy a skirt, but they are not sure what kind of skirt they want to buy. The second kind of guests, wandering guests: There are too many wandering guests in the shopping mall now. Some of them just pass the time, some are in a bad mood, and go to a dazzling array of shopping malls for fun. A loitering guest doesn't necessarily mean that she won't shop. When she meets her favorite and happy goods, she will not hesitate to start. At present, most customers in shopping malls are loitering guests, and at the same time, there will be more and more customers. The reception of wandering guests and destination guests cannot be exactly the same. Wandering guests need space and time to enjoy our elaborate display and goods after entering the store. The most taboo thing to receive is to receive it immediately, and 80% of the time you get the answer: I'm just looking. Obviously, such reception service is problematic. When homeless guests enter the store, my correct service action is to look for opportunities. After welcoming the guests, keep a distance from the people wandering in twos and threes, observe the guests' movements from the corner of your eyes, and give them appropriate space and time to enjoy our products and displays. Then they will enter the reception and introduction work.

My future efforts:

First, earnestly implement the post responsibilities and earnestly perform their duties.

Do everything possible to complete the regional sales task; Strive to fulfill the sales requirements; Actively and extensively collect market information and report it in time; Strictly abide by the rules and regulations; Have a high degree of professionalism and a high sense of ownership; Complete other work.

Second, clear the task and be proactive.

Actively understand the standards and requirements reached, and strive to complete ahead of time within the required time limit. On the other hand, we should actively consider and supplement.

Third, strive to manage harmonious employee relations, be kind to employees, stabilize employees' emotions, and plan employees' career development in the store. Due to the shrinking regional market, fierce peer competition and falling prices, it is necessary to conduct serious research and integrate the information feedback of market conditions to stimulate sales enthusiasm. At the same time, I plan to seriously study knowledge, skills and sales practice to improve my theoretical knowledge and strive to continuously improve my comprehensive quality.

Chapter V: Summary of the Annual Work of the Business Department. Since I was engaged in sales work in X month of 20_, under the correct leadership of the superior leadership department, with the care and help of my colleagues, and with the efforts of my colleagues, by the end of X month of 20_, I had achieved a total sales of X million yuan, accounting for x% of the annual sales. The sales work since 20_ years is summarized as follows:

First, earnestly implement the post responsibilities and earnestly perform their duties.

As a salesperson, my job responsibilities are:

1, do everything possible to complete the regional sales task and make timely reminders;

2. Strive to complete the requirements in the sales management measures;

3. Be responsible for strictly implementing the outbound procedures of products;

4. Actively and extensively collect market information and report to leaders in time;

5, strictly abide by the factory rules and regulations and various rules and regulations;

6. Have a high degree of professionalism and a high sense of ownership;

7, complete other work assigned by the leadership.

Job responsibilities are the requirements of employees' work, and also the standard to measure the quality of employees' work. Since I have been engaged in business, I have been taking my job responsibilities as the standard of action, starting from bit by bit in my work, and strictly demanding my behavior according to the terms of my duties. In recent years, in my business work, I can start with product knowledge, carefully analyze market information while understanding technical knowledge, and make marketing plans in time. Secondly, I often communicate frequently with sales staff in other regions to analyze market conditions. In my daily work, after receiving the task assigned by the leader, I actively set out to finish the task on time on the premise of ensuring the quality of work.

In a word, through several years' practice, it has been proved that a salesman's business skills and performance are very important, which is the standard to test his work gains and losses. This year, due to the acceptance of the northern Shaanxi system power grid and the suspension of the project, the funds for the rural power system are not in place. In addition, their own business knowledge and skills are not high, and the market is changing rapidly, resulting in poor performance.

Two, a clear task, proactive, and strive to complete the quality and quantity on time.

At work, I have always known that only the superior-subordinate relationship, both internal and external alike. I must not be careless or negligent in the work arranged by the leaders. When accepting the task, on the one hand, I should actively understand the intention of the leader and the standards and requirements that need to be met, and strive to complete it ahead of time within the required time limit, on the other hand, I should also actively consider and supplement it.

For example, in X this year, because the lessee suspended the lease agreement and stopped production, the factory accumulated about X tons of silica and X tons of barite, but the lessee had left. For safety reasons, the leader instructed to transport the materials stored in the factory as soon as possible. After receiving the task, he contacted the vehicle in the afternoon and negotiated the freight. The next day, he followed the vehicle to Pucheng Branch, and the three vehicles were delivered twice as planned. During the loading process, three cars were loaded because the estimated weight was inaccurate. There are about x tons left. After reporting to the leader in time and obtaining the consent, I hired two tricycles from the local area and shipped the remaining materials back the same day at the same freight rate, which not only saved time, but also reduced costs.

Third, correctly handle customer complaints and solve them properly in time.

Sales is a long-term, step-by-step work, and product defects are common, so salespeople should treat customer complaints correctly, treat them as equally important or even worse than product sales, and handle them carefully at the same time. In the process of product sales, I strictly follow the sales service promise made by the factory. When I receive a customer complaint, I must first make a record of the customer complaint and make a verbal commitment. Secondly, I should report to the leaders and relevant departments in time. After receiving the instructions from the leader, I will work out the response plan with the personnel of relevant departments, and at the same time, I will communicate with customers in time to make them satisfied with the treatment plan.

Four, according to customer demand to determine the agent's product variety.

Familiarity with product knowledge is the premise of good sales. I also pay attention to the study of product knowledge in the process of sales. I can basically answer questions about the use, performance and parameters of the products produced by the factory, and I can basically master the use and installation of some related products.

According to the overall arrangement of the factory and my own understanding of northern Shaanxi, the types of agents are divided into two categories: one is products with high technical content and great added value, such as xKV arrester, 35 fuse and current-limiting fuse. , which after-sales services have problems; Secondly, iron accessories, fittings, bow bags and cross arms are used for xKV lines. These products are used in large quantities, but the added value is low, which makes it difficult for many manufacturers to sell them.

Verb (abbreviation of verb) Market analysis of electrical products

X area is large, but the power grid construction is relatively backward. With the deepening of power grid transformation, manufacturers are aiming at the backward areas in the west, which leads to the continuous refinement of the market and increasingly fierce competition. Most power units in X area belong to rural power system. After several years of rural power network reconstruction and construction, due to the lack of funds, only x% of the tasks have been completed, and the regional market potential is huge. The market analysis of X region is as follows:

(1) market demand analysis

Although the market potential in X area is huge, most county bureaus in X area belong to the provincial rural power system. Material procurement is organized and distributed by the Provincial Tendering Bureau, and the X Power Supply Bureau is managed by the Provincial Rural Power Bureau. However, the procurement of materials is subject to unified bidding by the Provincial Bureau of Tendering. Its procurement mode is that the bureau recommends manufacturers to the provincial bidding bureau, and the bidding bureau determines the shortlisted manufacturers. Furthermore, its purchasing decision-making power lies with the Provincial Bureau of Tendering, but our factory did not bid in the Provincial Bureau of Tendering and won the bid, and the county bureaus in X area all belong to X. According to the information collected now, whether the X power supply bureau will continue the power grid transformation depends on the distribution of the Provincial Bureau of Rural Power. The reason is that in recent years, the funds needed for transformation are guaranteed by X Electric Power Bureau, and the assets are used as loans. According to the current situation of the bureau, it is unable to repay the loan interest. According to the analysis of relevant personnel in the bureau, the transformation of power grid in X area may stop.

(B) competitors and price analysis

In recent years, through my own understanding of this area, there are two types of electrical appliance manufacturers in northern Shaanxi: one is X factory (branch factory,, _) and so on. ), which entered the X market earlier, has strong strength, and is also a short-listed product of the Provincial Bureau of Tendering. The sales price is basically the same as that of our factory, forming a large-scale sales; The other is X lightning arrester factory. These enterprises entered the X market late, but the sales price was lower. The sales price of X arrester is only X yuan/piece, and the sales price of X yuan/piece basically occupies the field of consignment.

VI. 20-year regional work plan

Summing up my work in the past year, I still have many problems and shortcomings in my work. I need to learn working methods and skills from other salespeople and peers. In 20 years, I plan to learn from each other on the basis of last year's work gains and losses, focusing on the following aspects:

(1) According to the regional sales situation and market changes in the past 20 years, I plan to focus my work on Yan 'an. First, I mainly do a good job in self-purchasing county bureaus, and choose X Electric Power Bureau, Yanchang Electric Power Bureau and other county bureaus with large consumption and good economic conditions as the focus. At the same time, after three years of reform, X Power Supply Bureau should do self-purchasing work in two counties and one district; The second is to do a good job in extending the procurement of oil mines in electrical materials, and the third is to take the form of an agent in X area, so that the agent can carry out the sales work of the county bureau.

(2) In view of the lack of electricity procurement in the county bureau in X area, it is planned that the X power supply bureau will continue to work, and it will be targeted after getting the exact news in time. Golden boy should report the situation of our bureau to the leaders in time in order to do a good job in the provincial bidding bureau. At the same time, we plan to find powerful and well-connected agents in Daliuta, mainly working for Shenhua Shendong Coal Co., Ltd. to expand sales channels.

(3) Yongdeng Electric Power Bureau and Zhangye Electric Power Bureau, which formed sales in X, basically stopped using for 20 years due to the transformation of rural power grid. In 20 years, they plan to actively collect market information, contact in time, strive to participate in bidding and form large-scale sales.

(4) In order to actively cooperate with agency sales, I plan to study the knowledge, performance and use of agency products after determining the product variety, so as to facilitate the agency products to enter the market quickly and form sales.

(5) While doing a good job, I plan to improve my theoretical knowledge by learning business knowledge, skills and actual sales, and strive to continuously improve my comprehensive quality, so as to lay a human resource foundation for the further development of the enterprise.

(6) In order to ensure the completion of the annual sales task, I usually actively collect information and summarize it in time, and strive to open up new markets to expand the market share of products.

Seven, some suggestions on sales management measures.

(1) The sales management measures for 20 _ years should be clear and concise, and the areas, tasks, expenses, assessment and rewards of sales personnel should be clearly defined. Ambiguous terms should be deleted, and the salesman will be paid in full according to the method after the assessment at the end of the year.

(2) In 20 _ years, under the premise of satisfactory negotiation between the factory and the salesman, the standardized and unified sales management measures were carefully revised to make them adapt to a wide range and adjust the ex-factory price according to market changes every year.

(3) In 20 _ years, the salesman was loosely managed, the fixed eight-hour work system was cancelled, and the form of regular report and summary was adopted. Salespeople can go to the factory to handle other affairs every week 1-2 days, such as reporting the destination and return time to the leader on business trip, and arriving at the factory on time after receiving the notice from the leader, so that salesmen can have enough time for sales planning.

(4) Due to the shrinking regional market, fierce peer competition, and falling prices, leaders should carefully investigate and synthesize the market situation and the information feedback of sales personnel in the past 20 years, formulate the ex-factory price that conforms to the factory situation and market conditions, and stimulate the sales enthusiasm of sales personnel.