Sales negotiation evaluation method

Abstract

Improve the sales negotiation evaluation method. [Solution] A sales negotiation evaluation method executed by an information processing device, comprising: acquiring audio data related to the sales negotiation; extracting from the audio data the time required for product explanation, the timing of acquisition of personal information, the content of questions asked when acquiring personal information, and the timing when personal information was used in proposals during the sales negotiation; and calculating and presenting information related to the time required and quantitative data related to personal information.

Description

Technical Field

[0001] This disclosure relates to a negotiation evaluation method.

Background Art

[0002] Conventionally, techniques for analyzing the content of negotiations related to products have been known. For example, Patent Document 1 discloses a dialogue analysis system that checks whether a salesperson explains what should be explained and does not mention what should not be mentioned in negotiations with customers.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] Although Patent Document 1 shows a technique for analyzing the content of negotiations by machine learning, evaluation of the content of negotiations, pointing out improvements in the way of conducting negotiations, etc. have not been sufficiently studied so far. Thus, there has been room for improvement in negotiation evaluation techniques.

[0005] In view of such circumstances, an object of the present disclosure is to improve negotiation evaluation techniques.

Means for Solving the Problems

[0006] A negotiation evaluation method according to an embodiment of the present disclosure is a negotiation evaluation method executed by an information processing apparatus, acquiring voice data related to a negotiation, extracting, from the voice data, the required time for product explanation, the timing of obtaining personal information, the content of questions at the time of obtaining personal information, and the timing when personal information is utilized in a proposal in the negotiation, To calculate and present quantitative data related to the aforementioned required time and personal information, Includes. [Effects of the Invention]

[0007] According to one embodiment of this disclosure, the business negotiation evaluation technology is improved. [Brief explanation of the drawing]

[0008] [Figure 1] This is a block diagram showing the schematic configuration of the system according to this embodiment. [Figure 2] This is a flowchart showing the operation of an information processing device. [Modes for carrying out the invention]

[0009] The embodiments of this disclosure will now be described. Referring to Figure 1, the overview and configuration of System 1 according to this embodiment will be described. System 1 according to this embodiment comprises an information processing device 10 and a terminal device 20. The information processing device 10 is a server device installed, for example, in a data center. The terminal device 20 is any device used by users, such as sales staff. These devices are connected to each other so as to be able to communicate via a network 30 such as the Internet. In Figure 1, one information processing device 10 and one terminal device 20 are shown, but System 1 may comprise multiple such devices.

[0010] First, an overview of this embodiment will be described, and details will be described later. In this embodiment, the business negotiation is, for example, a business negotiation related to the sale of a vehicle, and the offering related to the business negotiation is a vehicle, but is not limited to this. For example, the business negotiation may be a meeting aimed at concluding various types of contracts, such as the buying and selling of real estate, the contract of insurance products, or the sale of financial products. Furthermore, the offering related to the business negotiation in this embodiment may be goods, services, digital content, licenses, data / information, financial products, real estate, intangible assets, other tradable rights, etc. The business negotiation evaluation method according to this embodiment is performed by the information processing device 10. First, the information processing device 10 acquires audio data related to the business negotiation. The information processing device 10 also extracts from the audio data the time required for product explanation, the timing of acquiring personal information about the customer in the business negotiation (hereinafter also referred to as personal information), the content of the questions asked when acquiring personal information, and the timing when personal information was used in the proposal in the business negotiation. The information processing device 10 then calculates and presents information related to the time required and quantitative data related to personal information.

[0011] Thus, according to this embodiment, the information processing device 10 calculates and presents quantitative data related to the time required and personal information from the audio data related to the business negotiation. Therefore, since quantitative evaluation information related to the business negotiation is automatically obtained, the objectivity and efficiency of the evaluation are improved, thus improving the business negotiation evaluation technology.

[0012] Next, the configurations of the information processing device 10 and the terminal device 20 will be described in detail.

[0013] As shown in Figure 1, the information processing device 10 comprises a control unit 11, a storage unit 12, an input unit 13, an output unit 14, and a communication unit 15. The control unit 11 includes at least one processor. The processor is a general-purpose processor such as a CPU, or a dedicated processor specialized for a specific process. The control unit 11 controls each part of the information processing device 10 and executes processes related to the operation of the information processing device 10. The storage unit 12 includes at least one semiconductor memory, such as RAM or ROM. The storage unit 12 functions as, for example, a main memory or an auxiliary memory. The storage unit 12 stores data used for the operation of the information processing device 10 and data obtained by the operation of the information processing device 10. For example, the storage unit 12 stores a trained model. The trained model is a model created by machine learning using a machine learning algorithm. The trained model may be, for example, a machine learning model built on a decision tree, a Convolutional Neural Network (CNN), a Recurrent Neural Network (RNN), or a model generated based on other machine learning algorithms such as deep learning. The input unit 13 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 13 accepts operations to input data used for the operation of the information processing device 10. The output unit 14 includes at least one output interface. The output interface may be, for example, a display that outputs information as video, or a speaker that outputs information as audio. The output unit 14 outputs data obtained by the operation of the information processing device 10. The communication unit 15 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface may be, for example, a LAN or USB. In the case of wireless communication, the communication interface may be, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication.The communication unit 15 receives data used for the operation of the information processing device 10 and transmits data obtained through the operation of the information processing device 10.

[0014] As shown in Figure 1, the terminal device 20 comprises a control unit 21, a storage unit 22, an input unit 23, an output unit 24, and a communication unit 25. The control unit 21 includes at least one processor. The processor is a general-purpose processor such as a CPU, or a dedicated processor specialized for specific processing. The control unit 21 controls each part of the terminal device 20 and executes processing related to the operation of the terminal device 20. The storage unit 22 includes at least one semiconductor memory, etc. The semiconductor memory is, for example, RAM or ROM. The storage unit 22 functions, for example, as a main memory or auxiliary memory. The storage unit 22 stores data used for the operation of the terminal device 20 and data obtained by the operation of the terminal device 20. The input unit 23 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 23 accepts operations to input data used for the operation of the terminal device 20. The output unit 24 includes at least one output interface. The output interface is, for example, a display that outputs information as video, or a speaker that outputs information as audio. The output unit 24 outputs data obtained by the operation of the terminal device 20. The communication unit 25 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication. The communication unit 25 receives data used in the operation of the terminal device 20 and transmits data obtained by the operation of the terminal device 20.

[0015] The functions of the information processing device 10 or terminal device 20 are realized by executing a program according to this embodiment on a processor corresponding to the control unit 11 or control unit 21. In other words, the functions of the information processing device 10 or terminal device 20 are realized by software. The program causes the computer to function as the information processing device 10 or terminal device 20 by having the computer execute the operations of the information processing device 10 or terminal device 20. In other words, the computer functions as the information processing device 10 or terminal device 20 by executing the operations of the information processing device 10 or terminal device 20 according to the program. In this embodiment, the program can be recorded on a computer-readable recording medium. The computer-readable recording medium includes non-temporary computer-readable media, such as magnetic recording devices and semiconductor memory. The program can be distributed, for example, by selling, transferring, or lending a portable recording medium such as a DVD on which the program is recorded. Alternatively, the program may be distributed by storing the program on the storage of an external server and transmitting the program from the external server to another computer. The program may also be provided as a program product. Some or all of the functions of the information processing device 10 or the terminal device 20 may be implemented by a dedicated circuit corresponding to the control unit 11 or the control unit 21. In other words, some or all of the functions of the information processing device 10 or the terminal device 20 may be implemented by hardware.

[0016] Referring to Figure 2, the operation of the information processing device 10 according to this embodiment will be described. Here, the example mainly describes a business negotiation, for example, a business negotiation related to the sale of a vehicle, and the offering related to the business negotiation is a vehicle. First, the control unit 11 of the information processing device 10 acquires audio data related to the business negotiation (S10). Any method can be used for the acquisition of audio data related to the business negotiation. For example, the control unit 11 may acquire audio data related to the business negotiation from an external device, including a terminal device 20, via the communication unit 15 and the network 30. Alternatively, for example, the control unit 11 may acquire audio data related to the business negotiation via the input unit 13.

[0017] Next, the control unit 11 extracts, from the voice data, the required time for product description, the timing of acquiring personal information, the content of questions at the time of acquiring personal information, and the timing when the personal information is utilized in the proposal in the negotiation (S20). Here, the personal information includes information regarding family composition, hobbies, daily lifestyle, information regarding vehicles currently owned, etc., income and expenditure trends, information such as the customer's values, etc. Information on family composition includes the presence or absence of a spouse, children, age groups of the family, etc. Information on hobbies includes information on preferences such as driving, outdoor activities, sports, music, etc. Information on daily lifestyle includes information such as commuting means, frequency, purpose of using the car, etc. Information regarding vehicles currently owned, etc. includes information such as the vehicle model owned, years of use, reasons for replacement, etc. Information on income and expenditure trends includes information such as budget, presence or absence of loan utilization, etc. Information on the customer's values includes information on priorities such as safety, fuel efficiency, brand orientation, etc.

[0018] Any arbitrary method can be adopted for such information extraction processing. For example, the control unit 11 may input the voice data into a learned model to extract the required time for product description, the timing of acquiring personal information, the content of questions at the time of acquiring personal information, and the timing when the personal information is utilized in the proposal in the negotiation.

[0019] Subsequently, the control unit 11 calculates and presents information related to the required time for product description and quantitative data related to personal information (S30). Information related to the required time for product description includes the ratio of the time spent on product description to the total negotiation time. The quantitative data related to personal information includes at least either the acquisition rate related to personal information or the utilization rate related to personal information. The acquisition rate related to personal information is an index indicating how much of the personal information that is desirable to be acquired in the negotiation has been acquired. For example, the acquisition rate related to personal information may be determined by the following mathematical formula (1).

[0020]

Number

[0021] The utilization rate related to personal information is an indicator that shows the extent to which the personal information obtained in a business negotiation is directly or indirectly utilized in the proposal of products or services. Any criteria can be adopted for determining whether personal information is directly or indirectly utilized in the proposal of products or services. For example, in the following cases, it may be determined that personal information is directly or indirectly utilized in the proposal of products or services.: · When a vehicle for families with children (e.g., minivan, SUV, etc.) is proposed based on information about family composition · When a four-wheel drive vehicle is proposed to customers who prefer outdoor activities by referring to information about hobbies. When a vehicle model with excellent fuel efficiency is recommended by utilizing information about lifestyle (e.g., commuting distance, frequency, etc.) · When a proposal is made that emphasizes the merits of replacement based on information about the currently owned vehicle (e.g., years of use, frequency of breakdowns, etc.) · When vehicles that match the budget, optimal loan conditions, etc. are presented based on the trends of income and expenditure. · When a vehicle equipped with advanced safety devices is introduced to customers who value safety performance by reflecting information about values

[0022] For example, the utilization rate related to personal information may be determined by the following formula (2).

[0023]

Number

[0024] For the information related to the required time for product description and the presentation process of quantitative data related to personal information, any method can be adopted. For example, the control unit 11 may transmit data to the terminal device 20 via the communication unit 15, and the output unit 24 of the terminal device 20 may output the information through the user interface for display output. Alternatively, the control unit 11 may output the information through the user interface for display output by the output unit 14.

[0025] As described above, the information processing device 10 according to this embodiment calculates and presents quantitative data related to the time required and personal information from the audio data related to the business negotiation. Therefore, since quantitative evaluation information related to the business negotiation is automatically obtained, the objectivity and efficiency of the evaluation are improved, thus improving the business negotiation evaluation technology.

[0026] While this disclosure has been described based on the drawings and embodiments, it should be noted that those skilled in the art may make various modifications and alterations based on this disclosure. Therefore, it should be noted that these modifications and alterations are within the scope of this disclosure. For example, the functions, etc., included in each component or step can be rearranged in a logically consistent manner, and multiple components or steps can be combined into one or divided into two.

[0027] For example, the control unit 11 of the information processing device 10 may present information related to the time required for product explanations and quantitative data related to personal information in a manner that allows for comparison with corresponding information and quantitative data related to top-performing sales staff (hereinafter also referred to as top performers). In this way, sales staff can compare their own methods with those of top performers and specifically identify areas for improvement, effective approaches, etc. Furthermore, by referring to indicators based on the success stories of top performers, it is expected that the sales skills of the entire staff will improve and the success rate of sales negotiations will increase.

[0028] For example, the control unit 11 of the information processing device 10 may also present information and quantitative data trends related to the proportion of time spent on product descriptions in multiple past sales negotiations for a particular staff member. In this way, sales staff can understand their own negotiation style and explanation time trends, making it easier to identify areas for improvement and approaches that are more likely to lead to success. Furthermore, it is expected that the optimal time allocation for specific product descriptions can be learned based on past trend data, thereby improving the effectiveness of sales negotiations.

[0029] For example, quantitative data related to personal information may include a natural dialogue score. A natural dialogue score is an indicator that evaluates how natural and smooth a conversation is in a business negotiation. For example, a natural dialogue score may be determined based on the openness of questions, the relevance of questions, customer responses, the number of questions, and the variety of questions. The openness of questions may be an indicator in which the score increases as the proportion of open-ended questions increases. The relevance of questions may be an indicator in which the score increases as the question is more relevant to the preceding conversation. The customer response may be an indicator in which the score increases as the response is more positive. The number of questions may be an indicator in which the score increases as the number of questions taken to obtain the necessary information decreases. The variety of questions may be an indicator in which the score increases as the number of different questions used to obtain the same information increases.

[0030] Furthermore, in the embodiment described above, it is also possible to have an embodiment in which the configuration and operation of the information processing device 10 are distributed among multiple computers that can communicate with each other. [Explanation of Symbols]

[0031] 1: System, 10: Information processing device, 11: Control unit, 12: Storage unit, 13: Input unit, 14: Output unit, 15: Communication unit, 20: Terminal device, 21: Control unit, 22: Storage unit, 23: Input unit, 24: Output unit, 25: Communication unit, 30: Network

Claims

1. A business negotiation evaluation method performed by an information processing device, To acquire audio data related to business negotiations, From the aforementioned audio data, extract the duration of the product description, the timing of personal information acquisition, the content of the questions asked during the acquisition of personal information, and the timing at which the personal information was used in the proposal during the business negotiation. To calculate and present quantitative data related to the aforementioned required time and personal information, A sales negotiation evaluation method, including the following.

2. A negotiation evaluation method according to claim 1, The quantitative data relating to the aforementioned personal information includes at least one of the acquisition rate of personal information and the utilization rate of personal information, in a business negotiation evaluation method.

3. A negotiation evaluation method according to claim 2, A business negotiation evaluation method in which the acquisition rate of personal information is calculated by weighting the personal information to be acquired based on its priority.

4. A negotiation evaluation method according to claim 1, The quantitative data relating to the aforementioned personal information includes a natural dialogue score and a business negotiation evaluation method.

5. A negotiation evaluation method according to claim 4, The aforementioned natural dialogue score is a sales opportunity evaluation method determined based on the openness of the questions, the relevance of the questions, the customer's response, the number of questions asked, and the variations in the questions.

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