课程顾问

岗位总览

作为一名课程顾问，你的工作职责是为新客户提供销售咨询，有效识别他们的需求，介绍合适的英孚产品并销售给他们，来满足他们的需要。

在教育培训领域，顾客包括学员和他们的家长。你是首个也是最重要的客户连接人，带领他们***次参观学校、观摩活动，为他们提供足够和关键的信息，这些信息能帮助他们决定加入英孚。为了成功销售英孚的产品和服务，你需要有效沟通来与客户建立牢固的关系，并促使客户采取进一步的行动(如后续询问、学校参观、付款等)。你需要清楚地掌握家长期望，并运用你对英孚产品和服务的深入了解，突出展现我们能带给客户的好处和价值。

如果你想把工作做好，你需要专注于赢得家长的信任，并通过你有逻辑有说服力的描述来帮助家长想象英孚是如何满足甚至超出他们的期望的。在与客户的每一次接触中，你都应该展现出职业精神、英语教育专业知识和同理心。你须是个结果驱动的人，思维敏捷，亲切友善，精力充沛，并不惧怕批评反馈和直接拒绝。沟通能力是你的核心技能。销售技巧和产品知识使你能够提供满足客户需求的***产品。

工作职责

工作职责集中在四个层面：家长沟通、销售、行政和教学相关。

家长沟通

? 与家长沟通MFL（试听课）/口语测试（OPT）/学校参观等预约安排

? 在首轮接触中与家长建立牢固的关系和信任

? 向家长询问他们对于孩子英语学习的需求目标

? 为家长提供EF产品和服务的详细信息

? 解决家长选择EF的可能顾虑，提供解决方案

? 及时告知家长促销政策和促销礼品，以促使其访校和报名

销售

? 向客户销售EF核心课程和短期课程，并实现月度和年度销售目标

? 在MFL（试听课）/口语测试（OPT）/学校参观过程中执行与销售相关的流程

? 跟进新老销售资源，在其中寻找销售机会

? 具备全面的和最新的产品知识和服务信息

? 根据客户需求来推销EF产品和其对学员的裨益

? 团队协作，帮助完成销售关单

行政

? 使用CRM客户关系管理系统操作所有与日程安排、学员和家长管理相关的内容

? 定期与主管和团队其他成员沟通并紧密合作

? 及时回复信息和接听电话

? 准备和维护销售相关的表格和工具，供销售咨询使用

? 根据政府和EF自己对于健康&安全、火灾和紧急情况等的规章要求，保持维护学校的场地和设备

教学相关

? 观察MFL（试听课），更好地了解学员的表现，以便在销售咨询时与家长分享

? 从老师那儿收集OPT（口语测试）成绩，以便在销售咨询时与家长分享

我们的英孚中心不仅是学校，更是一个充满奉献精神和高标准英语教育的社区。你帮助保持学校环境干净宜人，与其他同事协作良好，并在所有客户活动中遵守SOP标准执行流程。你是这个社区繁荣发展的一员。

基本要求

? 出色的沟通技巧

？ 能够通过不同沟通方式有效沟通（如面对面、电话、消息等）

？ 能够在有限的时间内理解并引导家长采取进一步行动（如后续询问、学校参观、付款等）

? 能够及时、高质量地完成任务

? 能够与家长和学员建立良好的关系和信任

? 天生的问题解决者，能够在遵守EF规则和价值观的同时，为客户的需求/问题/异议提供最符合其利益的解决方案

? 结果导向

？ 能够根据客户需求，通过正确提问来有效推销EF学校和产品

？ 能够快速掌握公司知识、产品知识以及竞争对手的信息

? 在有压力或情绪不佳时，仍然能够保持理性和客观的态度或行为

? 使命必达的精神、高情商，富有激情

Course Consultant

Job Summary

As a Course Consultant, you are responsible for providing sales consultations to first time customers, effectively identifying their needs, introducing appropriate products, and selling EF products that can help meet their needs.

In the world of education, customer is represented by student and their parent(s). You are the first and foremost contact point customers engage with, guiding their first school visits and events, providing information that will lead them to the decision of joining EF. To successfully pitch EF products and services, you need to communicate effectively to build strong rapport and prompt further actions (follow-up, school visit, payment) from the customers. You need to clearly grasp parents’ expectations, and apply your in-depth knowledge of EF products and services to highlight benefits and value that match customer’s requirements.

If you want to succeed, you need to be focused on winning parents’ trust and helping them envision how EF can meet or exceed their expectations through your logical and convincible depiction. You should exert professionalism, English education expertise and empathy in your communication at all touch points with customers. You need to be results driven, fast thinking, amiable and energetic, as well as not afraid of critical feedback and direct rejection. Communication is your core skill. Sales skill and product knowledge enable you to provide the best match to meet customers’ needs.

Responsibilities

Responsibilities are gathered around 4 main clusters: Parent communication, sales, admin and academic related.

Parent Communication

? Communicate with parents regarding appointment scheduling of MFL/OPT/school visit

? Build strong rapport and trust with parents during initial rounds of contact

? Consult parents on their needs and interest for their child’s English learning and study plan

? Provide detailed information of relevant EF products and services

? Address concerns that might prevent parents from joining and provide solutions

? Timely update parents on sales promotion and gifting to prompt visit and enrolment

Sales

? Sell EF core and seasonal courses to customers and achieve monthly and annual sales targets

? Handle sales related process during MFL/OPT/school visit

? Follow-up on new and old leads to find sales opportunities

? Have comprehensive and up-to-date product knowledge and service info

? Pitch EF products and benefits matching to parent’s needs and interest

? Collaborate with others in the team to help close sales

Admin

? Do all the necessary scheduling-, student- and parent- management operations using CRM system

? Regularly communicate and closely collaborate with supervisor and the rest of the team

? Timely reply messages and answer calls

? Prepare and maintain sales related forms and tools for sales consultation use

? Keep school premises and equipment in accordance with EF rules and government regulations especially for health and safety, fire and emergency situation

Academic

? Observe MFL lessons to better understand students’ performance, share with their parents during sales consultation

? Collect OPT results from teacher, share with parent’s during sales consultation

Our EF centers are not only schools but a community exuberant with dedication and high standards for English education. You are a part of making that community thrive, through keeping the school environment clean and pleasant, coordinating well with other staff and following SOPs during all client engagements.

Basic requirements

? Excellent communication skills

？ Able to communication effectively via communication channels (face to face, call, message)

？ Able to understand and engage the parents under limited time span to prompt further actions (follow-ups, school visit, payment)

? Able to prioritize and complete tasks in a timely manner at a high quality

? Able to establish strong rapport and build trusts with parents and students

? Natural problem solver, able to provide solutions to customers’ needs/ questions/ objections in their best interests while abiding by EF rules and values

? A results-driven sales person

？ able to effectively pitch EF schools and its products to customers according to their needs through asking the right questions

？ Able to quickly grasp product and company knowledge, as well as competitor intelligence

? Able to maintain a rational and objective demeanor when faced with stressful or emotional situations

? Can-do attitude, emotional intelligent and passion

上班地址：闵行区都市路5001号仲盛世界商城5楼