Communication skill assessment method, electronic equipment and storage medium
By analyzing the conversation data between sales personnel and customers, calculating the responsiveness, affinity, professionalism and solution integrity scores, the problem of high subjectivity of communication skills evaluation in the existing technology is solved, and a more accurate communication skills evaluation is achieved.
Patent Information
- Application Number
- CN202411213363.3
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-08-30
- Publication Date
- 2025-03-14
AI Technical Summary
In the prior art, the evaluation of communication skills of sales personnel mainly relies on manual methods, which is highly subjective and can easily lead to inaccurate evaluation results.
Comprehensively evaluate salesperson communication skills by obtaining conversation data between salesperson and customers.
A more objective and accurate assessment of sales personnel communication skills is achieved, reducing the subjectivity of manual evaluation.
Smart Images
Figure CN119624491A_ABST
Abstract
Description
Technical Field
[0001] The present application relates to the field of artificial intelligence technology, and in particular to a communication skills assessment method, an electronic device, and a storage medium. Background Art
[0002] The communication process between sales staff and customers involves a lot of communication skills, such as the sales staff's professionalism during communication, etc. These communication skills can be used to better promote trust between customers and increase the success rate of transactions. Therefore, it is crucial to evaluate the communication skills of sales staff. At present, the communication skills of sales staff are mainly evaluated manually, which is too subjective and easily leads to inaccurate evaluation results. Summary of the invention
[0003] The purpose of the embodiments of the present application is to provide a communication skills assessment method, an electronic device, and a storage medium, which are used to solve the problem of low efficiency of form generation in the prior art.
[0004] A first aspect of an embodiment of the present application provides a communication skills assessment method, the method comprising:
[0005] Obtain conversation data between sales staff and customers;
[0006] Determine the salesperson's responsiveness score, affinity score, professionalism score, and solution integrity score based on the conversation data; wherein the responsiveness score is used to characterize the salesperson's response rate when answering questions raised by the customer; the affinity score is used to characterize the salesperson's affinity when communicating with the customer; the professionalism score is used to characterize the professionalism of the words used by the salesperson when communicating with the customer; and the solution integrity score is used to characterize the integrity of the salesperson's introduction of solutions to the customer;
[0007] Based on the salesperson's responsiveness score, affinity score, professionalism score and solution completeness score, an overall communication skill score of the salesperson is determined to evaluate the salesperson's overall communication skills.
[0008] Preferably, the salesperson's responsiveness score is determined in the following manner:
[0009] Obtaining the time interval between each question asked by the customer and the answer given by the salesperson through the conversation data;
[0010] According to each time interval, obtain the average time interval and variance;
[0011] Substitute the average time interval and the variance into a reaction force score calculation formula to calculate the reaction force score.
[0012] Preferably, the reaction ability score calculation formula specifically includes:
[0013] P = a × (t / T)^s;
[0014] Among them, P is the calculated reaction force score; a is the amplification factor, where the value of a is greater than 1; t is the standard time interval; T is the average time interval; s is the variance.
[0015] Preferably, the affinity score of the salesperson is determined by:
[0016] Obtaining the frequency of encouraging words in the conversation data;
[0017] The affinity score is calculated according to the frequency of the encouraging words.
[0018] Preferably, the professionalism score of the salesperson is determined in the following manner:
[0019] Determine, through the conversation data, the frequency of use of professional terms and the frequency of errors in the use of professional terms when the salesperson communicates with the customer;
[0020] The professionalism score of the salesperson is calculated based on the usage frequency of the professional terms and the frequency of misuse of the professional terms.
[0021] Preferably, the solution completeness score of the salesperson is determined in the following manner:
[0022] Determining, through the conversation data, the number of key points in the solution introduced to the customer by the salesperson when communicating with the customer;
[0023] A solution completeness score of the salesperson is determined based on the number of key points in the solution introduced to the customer.
[0024] Preferably, the method further comprises:
[0025] Determine whether communication skills training is required for the salesperson based on the comprehensive communication skills score of the salesperson.
[0026] Preferably, when it is determined that the salesperson needs to be trained in communication skills, the method further comprises:
[0027] The type of communication skills training for the salesperson is determined based on the salesperson's responsiveness score, affinity score, professionalism score, and solution completeness score.
[0028] A second aspect of an embodiment of the present application provides an electronic device, including:
[0029] Memory for storing computer programs;
[0030] A processor is used to execute any one of the methods described in the method embodiments of the present application.
[0031] A third aspect of an embodiment of the present application provides a storage medium, including: a program, which, when executed on an electronic device, enables the electronic device to execute any one of the methods in the method embodiments of the present application.
[0032] The method provided by the embodiment of the present application is adopted, including obtaining the dialogue data of the salesperson's communication with the customer, and then determining the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score according to the dialogue data, and then determining the salesperson's communication skills comprehensive score according to the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score. Since the responsiveness score is used to characterize the salesperson's reaction rate when answering questions raised by the customer, the affinity score is used to characterize the affinity of the salesperson when communicating with the customer, the professionalism score is used to characterize the professionalism of the words used when the salesperson communicates with the customer, and the solution integrity score is used to characterize the integrity of the salesperson when introducing the solution to the customer, the responsiveness score, affinity score, professionalism score and solution integrity score, the obtained communication skills comprehensive score can be used to evaluate the salesperson's comprehensive communication skills. In this way, through the method provided by the present application, the salesperson's communication skills comprehensive score can be obtained, so as to evaluate the salesperson's communication skills more objectively and accurately. BRIEF DESCRIPTION OF THE DRAWINGS
[0033] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for use in the embodiments of the present application will be briefly introduced below. It should be understood that the following drawings only show certain embodiments of the present application and therefore should not be regarded as limiting the scope. For ordinary technicians in this field, other related drawings can be obtained based on these drawings without paying creative work.
[0034] Figure 1 A schematic diagram of the structure of an electronic device provided in one embodiment of the present application.
[0035] Figure 2 A schematic diagram of a specific process of a communication skills assessment method provided in one embodiment of the present application;
[0036] Figure 3 This is a schematic diagram of the specific structure of a communication skills assessment device provided in another embodiment of the present application. DETAILED DESCRIPTION
[0037] The technical solutions in the embodiments of the present application will be described below in conjunction with the accompanying drawings in the embodiments of the present application. In the description of the present application, terms such as "first", "second", "third", etc. are only used to distinguish the description and cannot be understood as indicating or implying relative importance or sequence.
[0038] As mentioned above, the communication skills of sales staff in the process of communicating with customers are crucial to better promote trust between customers and thus improve the success rate of transactions. Therefore, it is necessary to evaluate the communication skills of sales staff. However, the current method of evaluating the communication skills of sales staff is mainly through manual methods, which is too subjective and easily leads to inaccurate evaluation results.
[0039] In view of this, the embodiments of the present application provide a communication skills assessment method, device, electronic device and storage medium, which can be used to solve the technical problem. Figure 1 FIG. 1 is a schematic diagram of a specific structure of an electronic device provided in this embodiment. The electronic device 1 includes: at least one processor 11 and a memory 12. Figure 1 A processor is used as an example. The processor 11 and the memory 12 may be connected via a bus 10, and the memory 12 stores instructions that can be executed by the processor 11, and the instructions are executed by the processor 11, so that the electronic device 1 can execute all or part of the process of the method in the embodiment of the present application.
[0040] The electronic device 1 may be a client electronic device, such as a user's mobile phone, computer, etc. The electronic device 1 may also be a server electronic device, such as a server node, etc.
[0041] In one embodiment, the electronic device 1 serves as a client electronic device (hereinafter referred to as the client), so that the user can input conversation data to the client, thereby enabling the client to execute the method provided in the embodiment of the present application.
[0042] In one embodiment, the electronic device 1 is used as a server electronic device (hereinafter referred to as a server). At this time, the server can connect to multiple clients, thereby obtaining the conversation data sent by the user through the client and executing the method provided in the embodiment of the present application. Of course, with the authorization of the user, the server can also obtain the conversation data between the salesperson and the customer through real-time monitoring and other means, and then execute the method provided in the embodiment of the present application.
[0043] like Figure 2 The figure is a schematic diagram of a specific flow chart of a communication skills assessment method provided in an embodiment of the present application. The method can be performed by Figure 1The method is performed by the electronic device 1 shown in the figure. Here, the method is described by taking the electronic device 1 as a server to perform the method. In this case, the method includes the following steps:
[0044] Step S21: Acquire the conversation data between the salesperson and the customer.
[0045] As mentioned above, the communication skills of sales personnel are crucial to promoting trust with customers and thus improving the success rate of transactions. These communication skills are mainly reflected in the conversation data when sales personnel communicate with customers. For example, when sales personnel communicate with customers online, by phone, or face to face, conversation data will be generated, and the conversation data will inevitably reflect the communication skills of the sales personnel. Among them, according to different communication methods, the conversation data can be text communication data, voice communication data, video communication data, etc., and the type of the communication data is not limited here.
[0046] For example, in actual applications, with user authorization, the communication scene between sales personnel and customers can be monitored in real time through recording equipment, thereby obtaining the conversation data between the sales personnel and customers.
[0047] Of course, in another embodiment, the conversation data when each salesperson communicates with the customer can also be stored in the database first. For example, the conversation data when the corresponding salesperson communicates with the customer can be obtained from each client, or real-time monitoring can be performed through a recording device to obtain the conversation data when each salesperson communicates with the customer. After obtaining these conversation data, these conversation data can be stored in the database first. In this way, in step S21, the conversation data when the salesperson communicates with the customer can be obtained from the database in sequence according to the storage order.
[0048] Step S22: Determine the salesperson's responsiveness score, affinity score, professionalism score, and solution completeness score based on the conversation data.
[0049] Among them, the responsiveness score is used to characterize the salesperson's response rate when answering questions raised by customers; the affinity score is used to characterize the salesperson's affinity when communicating with customers; the professionalism score is used to characterize the professionalism of the words used by the salesperson when communicating with customers; and the solution completeness score is used to characterize the completeness of the salesperson's introduction of solutions to customers.
[0050] As mentioned above, the communication skills of the salesperson are mainly reflected in the conversation data when the salesperson communicates with the customer. In addition, the communication skills mainly include the salesperson's responsiveness, affinity, professionalism and solution integrity. Therefore, in step S22 of the present application, the salesperson's responsiveness, affinity, professionalism and solution integrity are mainly quantified. Specifically, the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score are determined based on the conversation data. The following will explain in detail how to determine the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score.
[0051] Among them, the salesperson's responsiveness score can be determined in the following ways:
[0052] The conversation data can be used to obtain the time interval between the salesperson's answer to each question asked by the customer, and then the average time interval and variance are obtained based on each time interval. The average time interval and variance are then substituted into the responsiveness score calculation formula to calculate the responsiveness score.
[0053] Among them, since the reaction score is used to characterize the reaction rate of the salesperson when answering questions raised by customers, what is obtained is the time interval when the salesperson answers each question after the customer asks. For example, during the conversation between the salesperson and the customer, the customer asks n questions, and the salesperson answers n questions of the customer. At this time, the time intervals when the salesperson answers each question after the customer asks can be obtained respectively, such as t1, t2, t3...tn. After obtaining t1, t2, t3...tn, the average time interval (recorded as T) and variance (recorded as s) of t1, t2, t3...tn can be calculated, and then the average time interval T and the variance s are substituted into the reaction score calculation formula to calculate the reaction score.
[0054] In practical applications, the reaction force score calculation formula may be, for example, a calculation formula as shown in Formula 1:
[0055] P1=a×(t / T)^sFormula 1
[0056] In Formula 1, P1 is the calculated responsiveness score; a is the amplification factor, where the value of a is greater than 1; t is the standard time interval. In practical applications, the standard time interval t can be the average time interval for each salesperson in the industry to respond to customer questions. Therefore, the size of the standard time interval t is usually related to the specific industry, and can also be directly set according to actual needs; T is the average time interval; s is the variance.
[0057] Therefore, after calculating the average time interval T and the variance s, they can be substituted into the above formula 1 to calculate the reaction force score.
[0058] The salesperson's affinity score is used to characterize the salesperson's affinity when communicating with customers. In practical applications, the more encouraging words a salesperson uses, the more user recognition he or she can usually get, and accordingly, the higher the salesperson's affinity is. Therefore, in an embodiment of the present application, the salesperson's affinity score can be determined in the following manner: first, the frequency of encouraging words in the conversation data can be obtained, for example, the number of encouraging words used in the conversation data can be obtained, and then the number can be divided by the conversation duration to obtain the frequency of encouraging words in the conversation data; after obtaining the frequency, the affinity score can be further calculated based on the frequency of the encouraging words.
[0059] Among them, encouraging words may include, for example, "very good", "great", "hard work", etc. In practical applications, an encouraging word library may be established in advance, in which a plurality of encouraging words are stored. In this way, after the conversation data is converted into text, it can be matched with the encouraging words stored in the encouraging word library, so as to determine the number of times the encouraging words are used in the conversation data, and then calculate the frequency of the encouraging words in the conversation data.
[0060] It should be noted that the salesperson's affinity is usually positively correlated with the frequency of the encouraging words. Therefore, the frequency of the encouraging words can be multiplied by the correlation coefficient to calculate the salesperson's affinity score. For example, the salesperson's affinity score can be calculated using Formula 2 as shown below:
[0061] P2=k×mFormula 2
[0062] In Formula 2, P2 is the calculated affinity score of the salesperson; k is the correlation coefficient. In practical applications, the value of the correlation coefficient k is usually greater than 1; and m is the frequency of encouraging language.
[0063] The professionalism score of a salesperson is used to characterize the professionalism of the words used by the salesperson when communicating with customers. The professionalism of the words is mainly reflected in the use of professional words, such as the frequency of use of professional words and the frequency of errors in professional words. Among them, if the frequency of use of professional words is higher, it means that the professionalism of the salesperson is relatively higher, and accordingly, the professionalism score is also higher; on the contrary, if the frequency of errors in professional words is higher, the professionalism score is also lower. Therefore, the professionalism score is positively correlated with the frequency of use of professional words, and negatively correlated with the frequency of errors in professional words.
[0064] Therefore, in practical applications, the professionalism score of a salesperson can be determined in the following way: first, through conversation data, determine the frequency of use of professional terms and the frequency of errors in professional terms when the salesperson communicates with customers, and then calculate the professionalism score of the salesperson based on the frequency of use of professional terms and the frequency of errors in professional terms. For example, the professionalism score of the salesperson can be calculated using Formula 3 as shown below:
[0065] P3=k1×(N1-k2×N2) Formula 3
[0066] In Formula 3, P3 is the calculated professional score of the salesperson; N1 is the frequency of use of professional terms; N2 is the frequency of incorrect use of professional terms; k2 is the amplification factor. In practical applications, the value of the amplification factor k2 is greater than 1, such as 3, 4, 5 or other values; k1 is the second correlation coefficient, which is usually greater than 1.
[0067] In this way, after obtaining the usage frequency N1 of professional terms and the frequency N2 of incorrect usage of professional terms, they can be substituted into Formula 3 to calculate the professionalism score P3 of the salesperson.
[0068] In actual applications, for sales personnel in a certain field, a vocabulary of professional terms in the field can usually be established in advance. The words in the vocabulary are professional terms in the field. In this way, the conversation data can be converted into text and matched with the professional terms stored in the vocabulary to obtain the frequency of use of professional terms N1, and then combined with the context of each professional term used, the frequency N2 of incorrect use of professional terms can be screened out.
[0069] The salesperson's solution completeness score is used to characterize the completeness of the salesperson's introduction of solutions to customers. In actual applications, when selling products to customers, salespeople usually need to provide customers with complete solutions. The solution needs to include multiple key points, including customer demand analysis. For example, you can communicate with customers to understand their basic situation and then analyze the customer's needs based on the basic situation. The key points can also include an introduction to the product's own features, such as the product's own highlights, applicable groups, conditions, etc.
[0070] For example, in the case of reimbursement sales, the solutions provided by sales staff to customers usually need to include the applicable objects, insured amounts, premiums for each period, types of insurance, etc. of the insurance product. In this way, the basic situation of the user can be understood through communication with the user, and the customer's needs can be analyzed based on the basic situation. The applicable objects, insured amounts, premiums for each period, types of insurance, etc. of the insurance product can be introduced to the user.
[0071] Therefore, in practical applications, the solution completeness score of the salesperson can be determined in the following way: first, the number of key points in the solution introduced by the salesperson to the customer during the communication with the customer can be determined through the conversation data. For example, the conversation data can be statistically analyzed to determine the number of key points in the solution introduced by the salesperson to the customer.
[0072] After obtaining the number, the solution completeness score of the salesperson can be determined based on the number of key points in the solution introduced to the customer. For example, a scoring rule can be established in advance, in which the number is divided into multiple intervals, and each interval corresponds to a corresponding score. In this way, the interval to which the number of key points in the solution introduced to the customer belongs can be determined first, and then the score corresponding to the interval can be obtained as the solution completeness score of the salesperson.
[0073] Step S23: Determine the salesperson's comprehensive communication skills score based on the salesperson's responsiveness score, affinity score, professionalism score, and solution completeness score.
[0074] Through the above-mentioned step S22, the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score are obtained. In this step S23, the salesperson's comprehensive communication skills score is further determined through the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score. Among them, since the comprehensive communication skills score is determined by the responsiveness score, affinity score, professionalism score and solution integrity score, the comprehensive communication skills score can be used to evaluate the salesperson's comprehensive communication skills.
[0075] As for the specific implementation method of step S23, for example, the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score can be weightedly summed to calculate the salesperson's comprehensive communication skills score. For example, the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score can be substituted into the following formula 4 to perform weighted summation to calculate the salesperson's comprehensive communication skills score.
[0076] P 综合 =ρ1×P1+ρ2×P2+ρ3×P3+ρ4×P4Formula 4
[0077] In Formula 4, P 综合is the calculated comprehensive score of the salesperson’s communication skills; P1 is the salesperson’s responsiveness score; P2 is the salesperson’s affinity score; P3 is the salesperson’s professionalism score; P4 is the salesperson’s solution completeness score; ρ1, ρ2, ρ3 and ρ4 are the weights of the responsiveness score P1, affinity score P2, professionalism score P3 and solution completeness score P4 respectively.
[0078] In this way, after obtaining the salesperson's responsiveness score, affinity score, professionalism score, and solution integrity score through the above step S22, the salesperson's responsiveness score, affinity score, professionalism score, and solution integrity score can be substituted into Formula 4 to calculate the salesperson's comprehensive communication skills score P. 综合 , which is used to assess the salesperson's overall communication skills.
[0079] The method provided by the embodiment of the present application is adopted, including obtaining the dialogue data of the salesperson's communication with the customer, and then determining the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score according to the dialogue data, and then determining the salesperson's communication skills comprehensive score according to the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score. Since the responsiveness score is used to characterize the salesperson's reaction rate when answering questions raised by the customer, the affinity score is used to characterize the affinity of the salesperson when communicating with the customer, the professionalism score is used to characterize the professionalism of the words used when the salesperson communicates with the customer, and the solution integrity score is used to characterize the integrity of the salesperson when introducing the solution to the customer, the responsiveness score, affinity score, professionalism score and solution integrity score, the obtained communication skills comprehensive score can be used to evaluate the salesperson's comprehensive communication skills. In this way, through the method provided by the present application, the salesperson's communication skills comprehensive score can be obtained, so as to evaluate the salesperson's communication skills more objectively and accurately.
[0080] The method provided in the embodiment of the present application may further include, after obtaining the salesperson's comprehensive communication skills score through the above-mentioned step S23, determining whether the salesperson needs to receive communication skills training based on the salesperson's comprehensive communication skills score. For example, a threshold may be set, and the salesperson's comprehensive communication skills score may be compared with the threshold to determine whether the salesperson's comprehensive communication skills score is greater than the threshold. If it is greater than the threshold, it means that the salesperson's communication skills meet the requirements and no communication skills training is required. Otherwise, if it is less than or equal to the threshold, it means that the salesperson's communication skills do not meet the requirements and communication skills training is required accordingly.
[0081] In addition, in an embodiment of the present application, when it is determined that the salesperson needs to be trained in communication skills, the type of communication skills training for the salesperson can be further determined based on the salesperson's responsiveness score, affinity score, professionalism score, and solution integrity score. In an embodiment of the present application, the types of communication skills training may include responsiveness training, affinity training, professionalism training, and solution integrity training, wherein the responsiveness training is used to train the salesperson's responsiveness, such as training the salesperson on how to respond quickly to customer questions; the affinity training is used to train the salesperson's affinity, such as training the salesperson to use more encouraging words during conversations with customers; the professionalism training is used to train the salesperson's professionalism, such as requiring the salesperson to use professional terms more accurately; and the solution integrity training is used to train the salesperson on how to better present the key points of the solution to the user when communicating with customers.
[0082] For determining the type of communication skills training for a salesperson based on his / her responsiveness score, affinity score, professionalism score, and solution integrity score, for example, the responsiveness score, affinity score, professionalism score, and solution integrity score can be compared with the corresponding preset values, respectively, so as to screen out scores that are less than the corresponding preset values, and then determine the corresponding training type to train for the item. For example, if the responsiveness score is less than the corresponding preset value, it means that the salesperson needs responsiveness training, so responsiveness training is determined as the type of communication skills training for the salesperson, and similarly, other training types for the salesperson can be determined.
[0083] In actual applications, for each type of training, sales personnel can be provided with responsiveness training, affinity training, professional training, and solution integrity training through on-site guidance by experienced sales personnel, watching training videos, or other methods.
[0084] In one application scenario of the present application, for example, for newly hired sales personnel, the method provided in the embodiment of the present application can be used to determine the comprehensive score of the sales personnel's communication skills, and then based on the comprehensive score of the sales personnel's communication skills, it can be determined whether communication skills training is needed for the sales personnel, and the type of communication skills training for the sales personnel can be further determined.
[0085] Based on the same inventive concept as the communication skills assessment method provided in the embodiment of the present application, the embodiment of the present application also provides a communication skills assessment device. If there is any unclear point, please refer to the corresponding content of the method embodiment. Figure 3The specific structural diagram of the device 30 is shown, and the device 30 includes: an acquisition unit 301, a determination unit 302 and an evaluation unit 303, wherein:
[0086] An acquisition unit 301 is used to acquire conversation data between sales personnel and customers;
[0087] The determination unit 302 is used to determine the salesperson's responsiveness score, affinity score, professionalism score and solution integrity score according to the conversation data; wherein the responsiveness score is used to characterize the salesperson's response rate when answering questions raised by the customer; the affinity score is used to characterize the affinity of the salesperson when communicating with the customer; the professionalism score is used to characterize the professionalism of the words used by the salesperson when communicating with the customer; and the solution integrity score is used to characterize the integrity of the solution introduced by the salesperson to the customer;
[0088] The evaluation unit 303 is used to determine the comprehensive communication skill score of the salesperson according to the responsiveness score, affinity score, professionalism score and solution completeness score of the salesperson, so as to evaluate the comprehensive communication skills of the salesperson.
[0089] The device 30 provided in the embodiment of the present application is adopted. Since the device 30 adopts the same inventive concept as the method provided in the embodiment of the present application, on the premise that the method can solve the technical problem, the device 30 can also solve the technical problem, which will not be repeated here.
[0090] The salesperson's responsiveness score is determined in the following manner:
[0091] Obtaining the time interval between each question asked by the customer and the answer given by the salesperson through the conversation data;
[0092] According to each time interval, obtain the average time interval and variance;
[0093] Substitute the average time interval and the variance into a reaction force score calculation formula to calculate the reaction force score.
[0094] The reaction force score calculation formula specifically includes:
[0095] P = a × (t / T)^s;
[0096] Among them, P is the calculated reaction force score; a is the amplification factor, where the value of a is greater than 1; t is the standard time interval; T is the average time interval; s is the variance.
[0097] The affinity score of the salesperson is determined in the following manner:
[0098] Obtaining the frequency of encouraging words in the conversation data;
[0099] The affinity score is calculated according to the frequency of the encouraging words.
[0100] The professionalism score of the salesperson is determined in the following manner:
[0101] Determine, through the conversation data, the frequency of use of professional terms and the frequency of errors in the use of professional terms when the salesperson communicates with the customer;
[0102] The professionalism score of the salesperson is calculated based on the usage frequency of the professional terms and the frequency of misuse of the professional terms.
[0103] The solution completeness score of the salesperson is determined in the following manner:
[0104] Determining, through the conversation data, the number of key points in the solution introduced to the customer by the salesperson when communicating with the customer;
[0105] A solution completeness score of the salesperson is determined based on the number of key points in the solution introduced to the customer.
[0106] The device 30 may further include a judgment unit for determining whether communication skills training is required for the salesperson according to the comprehensive communication skills score of the salesperson.
[0107] The device 30 may also include a training type determination unit for determining the type of communication skills training for the salesperson based on the salesperson's responsiveness score, affinity score, professionalism score and solution completeness score when it is determined that the salesperson needs to receive communication skills training.
[0108] The embodiment of the present invention further provides a storage medium, including: a program, which, when running on an electronic device, enables the electronic device to execute all or part of the process of the method in the above embodiment. The storage medium may be a disk, an optical disk, a read-only memory (ROM), a random access memory (RAM), a flash memory, a hard disk (HDD) or a solid-state drive (SSD). The storage medium may also include a combination of the above types of memories.
[0109] Although the embodiments of the present invention have been described in conjunction with the accompanying drawings, those skilled in the art may make various modifications and variations without departing from the spirit and scope of the present invention, and such modifications and variations are all within the scope defined by the appended claims.
Claims
1. A communication skills assessment method, characterized in that: The method comprises: Obtain conversation data between sales staff and customers; Determine the salesperson's responsiveness score, affinity score, professionalism score, and solution integrity score based on the conversation data; wherein the responsiveness score is used to characterize the salesperson's response rate when answering questions raised by the customer; the affinity score is used to characterize the salesperson's affinity when communicating with the customer; the professionalism score is used to characterize the professionalism of the words used by the salesperson when communicating with the customer; and the solution integrity score is used to characterize the integrity of the salesperson's introduction of solutions to the customer; Based on the salesperson's responsiveness score, affinity score, professionalism score and solution completeness score, an overall communication skill score of the salesperson is determined to evaluate the salesperson's overall communication skills.
2. The method according to claim 1, characterized in that The salesperson's responsiveness score is determined as follows: Obtaining the time interval between each question asked by the customer and the answer given by the salesperson through the conversation data; According to each time interval, obtain the average time interval and variance; Substitute the average time interval and the variance into a reaction force score calculation formula to calculate the reaction force score.
3. The method according to claim 1, characterized in that The reaction force score calculation formula specifically includes: P = a × (t / T)^s; Among them, P is the calculated reaction force score; a is the amplification factor, where the value of a is greater than 1; t is the standard time interval; T is the average time interval; s is the variance.
4. The method according to claim 1, characterized in that: The salesperson's affinity score is determined as follows: Obtaining the frequency of encouraging words in the conversation data; The affinity score is calculated according to the frequency of the encouraging words.
5. The method according to claim 1, characterized in that The salesperson's professionalism score is determined as follows: Determine, through the conversation data, the frequency of use of professional terms and the frequency of errors in the use of professional terms when the salesperson communicates with the customer; The professionalism score of the salesperson is calculated based on the usage frequency of the professional terms and the frequency of misuse of the professional terms.
6. The method according to claim 1, characterized in that The solution completeness score of the salesperson is determined as follows: Determining, through the conversation data, the number of key points in the solution introduced to the customer by the salesperson when communicating with the customer; A solution completeness score of the salesperson is determined based on the number of key points in the solution introduced to the customer.
7. The method according to claim 1, characterized in that The method further comprises: Determine whether communication skills training is required for the salesperson based on the comprehensive communication skills score of the salesperson.
8. The method according to claim 7, characterized in that In the case where it is determined that the salesperson needs to be trained in communication skills, the method further includes: The type of communication skills training for the salesperson is determined based on the salesperson's responsiveness score, affinity score, professionalism score, and solution completeness score.
9. An electronic device, characterized in that: include: Memory for storing computer programs; A processor, configured to execute the method according to any one of claims 1 to 8.
10. A storage medium, characterized in that: The invention comprises: a program, which, when running on an electronic device, enables the electronic device to execute the method as claimed in any one of claims 1 to 8.