以層級分析法探討壽險業人員教育訓練關鍵內容之研究

論文摘要內容：歷經新冠肺炎疫情衝擊，國人逐漸提高對於健康和家庭財務穩定的風險意識，疫情延燒為減少人與人的接觸，消費型態同時也改變了。人壽保險業為了與時俱進，提供多元管道與線上投保平台滿足客戶之需求。在強大的競爭環境下，壽險業務人員已經無法靠單一服務和商品優勢讓顧客滿意，客戶消費管道越來越多，，如何協助業務人員做出市場區隔，提升專業及附加價值，是壽險業務人員需積極面對的課題。保險業務所涉略的知識領域較一般產業更為廣泛，與客戶每次接觸都是關鍵，銷售流程中除了市場開拓、基本保險商品知識與保險客戶服務相關知識是必備門檻外，提問技巧和資訊收集洞察能力也是業務人員必須研習之技能。同時，對於社會保險以及相關財稅等等都應該有所了解，且需要不斷更新並與時俱進，以提高客戶對其之信任與依賴，有助於保單締結。因此，針對業務人員教育訓練課程內容，人壽保險公司與營業單位藉由知識整理與收集，積極建立知識體系，且不斷的投入資源，期望提升業務人員專業素養以及銷售技能，提升業務人員競爭力。無法抗拒的時代變革，不斷的自我學習精進和參與訓練，累積新開發的知識和技能，是業務人員需正式且積極應對的課題。人壽保險公司與營業單位檢視業務組織內業務經驗與專業知識加以整合和有系統地編列課程傳授，提升團隊組織教育訓練之效能。再將知識資源整合後，經過有效存取和運用，提高業務人員創新及應變能力，以因應市場的挑戰和考驗。關鍵字：銷售流程

關鍵字

銷售流程

並列摘要

The contents of abstract in this thesis： After the impact of the new crown pneumonia epidemic, Chinese people have gradually increased their awareness of risks to health and family financial stability. The epidemic has continued to reduce people-to-people contact, and consumption patterns have also changed. In order to keep pace with the times, the life insurance industry provides multiple channels and online insurance platforms to meet the needs of customers. In a strong competitive environment, life insurance business personnel can no longer satisfy customers by relying on the advantages of a single service and commodity, and there are more and more customer consumption channels. Issues that personnel need to actively face. The insurance business involves a wider range of knowledge than the general industry, and every contact with customers is the key. In the sales process, in addition to market development, basic insurance product knowledge and insurance customer service-related knowledge are necessary thresholds, questioning skills and information. The ability to gather insights is also a skill that business people must learn. At the same time, it is necessary to have an understanding of social insurance and related taxation, etc., and it needs to be constantly updated and kept up with the times, so as to improve customers' trust and dependence on it and help to conclude insurance policies. Therefore, in view of the content of the education and training courses for business personnel, life insurance companies and business units actively build a knowledge system through knowledge sorting and collection, and continue to invest resources, hoping to improve the professional quality and sales skills of business personnel, and enhance the competitiveness of business personnel. The irresistible changes of the times, continuous self-study and improvement and participation in training, accumulation of newly developed knowledge and skills, are issues that business personnel need to formally and actively deal with. The life insurance company and the business unit review the business experience and professional knowledge in the business organization to integrate and systematically arrange courses to enhance the effectiveness of team organization education and training. After integrating knowledge resources, through effective access and use, the innovation and adaptability of business personnel can be improved to meet the challenges and tests of the market. Keywords：Sales Process