WO2008032360A1 - Sales assisting system, its method and its program - Google Patents

Abstract

A sales assisting system, which assists sales by making use of customer information acquired from an IC tag, is characterized in comprising a means (20, 21) for carrying out the evaluation of customer conduct information by means of a point for every item for sale selected by a customer or every selection axis of services, a means (23) for calculating a necessary value to treat the customer from the evaluated customer conduct information, and means (25) for storing the necessary value to treat the customer.

Description

 Specification

 Sales support system and method and program thereof

 Technical field

 TECHNICAL FIELD [0001] The present invention relates to a sales support system that uses a wireless tag technology in a store or the like, grasps a customer's purchasing behavior in real time, and optimizes sales support and staffing.

 Background art

 [0002] In general, when a shopper goes to a store, he / she decides to buy something, and sometimes goes as a kind of leisure while also strolling the store. Also, even if you decide to buy something and go to the store, you often look around the store before and after shopping to see if there is anything more fun than buying the product and leaving the store immediately. That is. On the other hand, customers who come to the store for a stroll may encounter products that are attracting interest and start investigating comparative products.

 [0003] If you are a skilled salesperson, the customer's movements and first talk ability in front of you read and respond appropriately, but salespersons who have little experience overlooked this and related to customers for walking purposes They will give detailed explanations of products, recommend products that they want to sell that are not related to the purpose-buying customers, and make a screaming voice that completely eliminates the customer's willingness to purchase. If the customer in front of you is able to grasp the stage of purchase behavior, you can give the information to the customer who is interested in buying the product and is looking for related product information. You can push and give low-level customers information about a completely different product that broadens their horizons, or they generally don't like to be called out by store clerks. Therefore, you can keep quiet because you can speak.

[0004] On the other hand, on the store management side, it is effective to concentrate the services of sales staff and facility terminals by giving relevant information during the narrowing of products by customers and increasing customer's purchasing motivation. Or, to make a final push to purchase when the selection of products is almost over. Customers who have a high level of walking will be motivated to purchase if they are ignored by calling the store clerk, but it is thought that there are few problems without taking an aggressive approach. There is little need to approach . Considering the above, it is considered that obtaining the purchase stage information of customers in the store is very useful for enhancing the ability to deal with customers in the store.

 [0005] There are three stages of actions to be performed when a shopper is interested in a product, product category, or service. The first stage is to obtain additional information about products, categories, and services. The second stage is comparison or coordination. Purchasing one product or service means not buying another product. Customers purchase products that they think are better than others by comparing the types of products that they want to purchase and the product groups that have utility. Also, when you purchase a product or service, you may need other products. For example, when buying clothes, the combination of outerwear and inner is important, and in the case of ingredients, compare each of the ingredients in the recipe! Decide whether to purchase after considering the combination of devices. Finally, the third stage is the budget. In the final stage, the buyer considers the budget and compares the products within the same price range or compares the products so that they are within the budget, or considers a combination.

 [0006] In this way, it is considered that actual purchases become closer as general additional information acquisition, comparison, budget, and customer purchase behavior progress. In addition, the store side should have a different response from the information given by the customer in which stage the customer proceeds to the next stage. Furthermore, in the distribution of resources on the store side, if you can select the power to concentrate at any point, it will be very useful for improving sales.

 [0007] Various information management technologies using non-contact IC tags such as RFID (Radio Frequency Identification) in recent years are an important clue as a means for identifying the above-mentioned customer walking behavior and product narrowing behavior. It seems to be a force. By using this technology, it is possible to grasp the power that the customer is interested in, and to understand the behavior in the store to some extent.

[0008] As a conventional technique for grasping the customer's purchase behavior in the store, for example, the wireless tag held by the customer is read by a reader arranged for each product shelf, and the product in which the customer shows interest is estimated. However, a system for analyzing the customer base based on the estimation has been proposed (see, for example, JP-A-2006-185293). [0009] Furthermore, as sales support technology for providing information to employees, for example, a method for presenting information related to clothes brought into a fitting room to a store clerk (see JP 2001-249987 A), a customer Proposals have been made to present related information and product acquisition information on salespersons' terminals.

 [0010] However, the techniques described in the above-mentioned Japanese Patent Application Laid-Open No. 2006-185293 etc. are all for the purpose of marketing, and are for analyzing various viewpoint power information. . Therefore, when applied to real-time information presentation, the obtained information only provides basic staying time, product selection history, etc., and can be used for sales support that requires accurate information instantly. There was a problem.

 [0011] In addition, the technology described in Japanese Patent Laid-Open No. 2001-249987 described above has a function of extracting related product information from a database and displaying it on a store clerk side terminal for a try-on product. Since the purpose is to provide services in a limited situation where the willingness to purchase has increased to some extent during the try-on stage, there is no viewpoint of presenting appropriate information according to the purchase stage of the customer. For this reason, it was impossible to use it for determining the overall retail service response.

 [0012] The present invention has been made to solve the above-mentioned problems, and can be used for more real-time customer service, improve customer service, and improve the efficiency of store management. The purpose is to provide a support system. In addition, in order to overcome the point of presenting miscellaneous information and to make it available for store management when instantaneous response is performed, the purchase behavior detected by the customer is extracted for purchase refinement behavior, and time-series The purpose is to provide a sales support system that counts at the same time. In addition, for the purpose of store management, the degree of narrowing down is stored in the server after being graded with a numerical value or a symbol, etc. Provide a sales support system that can determine the necessary numerical level of customer response, determine the customer and personnel to be actively responded to, and calculate the supportable status of professional knowledge staff in charge of sales in the same way With the goal.

 Disclosure of the invention

[0013] The present invention provides sales for supporting sales using customer information acquired by an IC tag. A support system, which is a means for giving a value by pointing the behavior information of the customer for each selected axis of the product or service selected by the customer, and the value of the behavior information of the customer that has been valued. It is characterized in that the means for calculating the value and the means for storing the value required for the customer are omitted.

 [0014] Then, the means for performing the pricing includes the customer history information, the price information of the product or service, the ratio of the time approaching the store clerk to the total residence time of the customer, and the customer The value may be given by pointing to the ratio of the time spent before a specific product or service to the total residence time in the store.

 [0015] In addition, there are provided means for storing the customer's selection axis and behavior information in a script format, and means for displaying a matching script by inputting the customer's selection axis and behavior information.

 [0016] Further, a means for calculating a corresponding value cumulative by summing up the required response values of the customer, a means for calculating an ideal response personnel by multiplying the corresponding value total by a predetermined coefficient, and an employee A means for calculating a staff gap value by comparing a staff capable of extraction extracted from an employee database in which information is registered and the ideal staff, and a means for calculating the optimum staff of the staff gap value. Yo! /

 [0017] Furthermore, a means for calculating a response target value from the customer's required response value, and regarding the response target value as an ideal response person, and an employee who can respond to the reality extracted from the employee database And a means for calculating the personnel gap value by comparing the ideal response personnel and a device for calculating the personnel gap value force optimum personnel.

 [0018] Further, it may further comprise means for extracting a customer whose required response value is equal to or greater than a threshold and creating a positive response list.

 [0019] Further, the means for calculating the threshold value of the personnel gap value force correspondence required value, and the external salesperson database capability for registering the external salesperson when the customer requirement value is larger than the threshold value are also applied to the external salesperson. With means to extract and make calls.

[0020] Further, the present invention provides a sales support method for supporting sales using customer information acquired by an IC tag, and the behavior of the customer is selected for each selection axis of a product or service selected by the customer. Steps to value information and value it, and the value of the valued customer Dynamic information capability The method includes a step of calculating a required response value of the customer and a step of storing the required response value of the customer.

 [0021] Further, the method may further comprise a step of storing the customer's selection axis and behavior information in a script format and a step of displaying a matching script by inputting the customer's selection axis and behavior information.

 [0022] Further, a step of calculating a corresponding value cumulative by adding together the required response values of the customer, a step of calculating an ideal response personnel by multiplying the corresponding value cumulative by a predetermined coefficient, Comparing the available personnel extracted from the employee database in which the employee information is registered with the ideal ideal personnel and calculating the personnel gap value, and calculating the optimal personnel with the personnel gap value .

 [0023] Further, a step of calculating a response target value from the required response value of the customer, regarding the response target value as an ideal response person, and an employee capable of responding to the reality extracted from the employee database And a step of calculating a personnel gap value by comparing the ideal corresponding personnel and a step of calculating an optimal personnel of the personnel gap value force.

 [0024] Further, a step of calculating a threshold value of the necessary value corresponding to the personnel gap value power, and an external salesperson database force who has registered an external salesperson when the required response value of the customer is larger than the threshold value. And a step of making a call.

 Furthermore, the present invention is a sales support program for causing a computer to execute the above steps.

 [0026] More specifically, it is as follows.

 (Extraction of purchase narrowing behavior)

Extraction of actions to obtain general additional information is done by collecting touch logs, staying in front of the corresponding product shelf, browsing pops, calling out information provision screens and video / audio on store information terminals, Functions such as call-out buttons for store staff and specialized information providers on information terminals, and related patent applications by the applicant (PCT / JP2006 / 3117 93, PCT / JP2006 / 311794, PCT / JP2006 / 312242, PCT / JP2006 / 312522, PCT / JP20 06/314840), etc. Lee can be extracted, and product information collection results outside the store can be extracted as part of in-store purchase selection.

 [0027] On the other hand, with regard to extracting more narrowed-down actions, it is rare that the intention of the action can be read simply by extracting the action at that time. If a customer picks up a product, is it in the eyes of the product that happened to be intrigued, whether it is being compared to other products of the same category that were considered before the action? It is almost impossible for a veteran salesperson to determine just by taking the action. However, if the behavior can be analyzed in time series, it can be judged whether it is responding according to the environment and interests of the place, or is acting according to a specific intention.

 [0028] Therefore, in the present invention, in order to extract behaviors for narrowing down products, the customer behavior is identified by a product code, service code, or Decompose and extract into category code information acquisition and additional information acquisition behavior (product point behavior), record these for each customer in chronological order, and define selected axis information for products and services to analyze the behavior Prepare a dictionary to be used, or compare with the previous actions, and use the common selection axis for the product group that was pointed out to narrow down the purchase to that action, and the respective comparison axes. The value is then accumulated and divided into steps to identify the strength of purchase preference at that time for each comparison axis. The strength of this purchase preference is treated as the necessity of dealing with the customer on the store side, and there is no specific judgment criterion regarding the purchase of the customer, not necessarily addressing the store clerk or service to a customer with a high value. This means that if it becomes possible to determine the store's response to a certain degree, customer service can be optimized.

 [0029] The following system configuration has the power to assign human services to those that have a high need for response. This standard is used to focus on customers who have not yet made a decision on purchasing, for example ( It is naturally possible to deploy services that allocate human actions below the threshold.

[0030] At this time, as the extracted comparison axis information, information related to the registered product field of the floor or the sales floor where the customer currently exists is extracted and calculated. In addition, customer behaviors that are not directly related to other product codes are extracted, and the data obtained so far is integrated. You can add a step to calculate the customer's overall response needs.

 [0031] Examples of customer behaviors that are not related to product codes include the approach rate to store staff, the ratio of total residence time to residence time before shelf POP, graded total residence time and product point behavior (here) May be converted into standard time). Other known indicators that can manage the needs of customer responses can be used.

 [0032] The above steps are calculated for each ID of the customer who entered the store, and the narrowing-down behavior at that time is extracted. In addition, regarding the value of these narrowing-down actions, in the embodiment, the ability to systematize numerical values so that calculation is easy. For example, each action is symbolized and aggregated for each category, and the matching actions are picked up. For example, if a comparison axis being selected can be presented based on the ability to order the need for response or the purchase behavior history of the customer, other aggregation systems are not excluded.

 (Calculation of expected purchase value for selected axis)

 [0033] By extracting the purchase narrowing behavior described above, it is possible to calculate the degree of customer's need for response at that time. However, when determining the correspondence on the store side using this value, simply based on the degree of customer's need for response. If you decide on an action, you may concentrate your efforts on customers with small purchase budgets. If the main objective of the system is to reduce complaints and maximize customer satisfaction, this may be sufficient, but in order to increase sales, it is necessary to consider the expected purchase unit price. In other words, the service can be concentrated on customers with higher sales by concentrating on the customers who have high expected purchases and high product purchase stages. For this reason, in addition to the degree of necessity for each selected axis, calculate the expected budget and multiply the degree of necessity for this, calculate the selected axis purchase expectation value for each selected axis of the customer, and use that as the degree of necessity You can change it. In addition, if the product budget on the selected axis alone is not reliable in determining the forecast budget, product point information in the related category of the thesaurus may be added. In the example, the price axis information is corrected so that the salesperson can intuitively grasp it, but the function form based on the required value and the expected price axis satisfies the need. be able to.

 (Display on sales support and purchasing support system)

[0034] By performing the above calculation, how much the customer currently has about the customer behavior at the store. It is possible to determine whether or not the degree of action is required, and how the axis of the product comparison combination is set to operate. These may be displayed directly on the sales support terminal. Further, additional information may be presented according to the degree of necessity for correspondence or the expected purchase value. In this regard, the system that presents related information according to the customer's information browsing behavior history is a technology that presents stocks linked to inquired stocks for securities (see Japanese Patent Laid-Open No. 2003-058715), and the past. Many technologies have been proposed, such as a technique for determining articles to be displayed based on the percentage of each operation history (see Japanese Patent Application Laid-Open No. 10-074206). It is possible to create a more advanced display program.

 That is, by determining the comparison axis, it becomes possible to automatically extract and present products, services, and categories to which customers on the comparison axis have not been pointed. If price comparison axes have been extracted, the purchase budget can be raised by, for example, presenting the best product on the same axis and then presenting a smaller product. Alternatively, it is possible to present a low-priced item (an unattractive example) that is slightly off-axis power and strengthen the willingness to purchase the product axis. Incorporate the above into the presentation system, and improve product purchase incentives for product information so that experienced veteran sales representatives can perform even on sales representatives and customer-operated information display terminals. Enable presentation.

 (Sales support script)

 [0036] For this reason, a related product presentation script having the relevant relationship with respect to the selected axis is prepared on the assumption that the relationship information of the product dictionary is used. This script includes script application conditions and product information that can be presented, and may include an optimal presentation order. A step in which a script to be applied is determined based on the history and the extracted selected axis information at the time corresponding to the customer, a step of applying the selected axis information serving as a reference to the script, and extracting related product information to be presented; And displaying it on the terminal.

[0037] In the case of a customer browsing terminal such as a purchase support device, they are displayed as they are in the order of presentation, and in the case of a sales terminal, they are selected and displayed from the list in a timely manner during dialogue with the customer. As the presentation conditions, selection axis information and price axis information is extracted above a certain threshold, and other conditions such as specific conditions of purchase history are selected and combined, for example, a specific sales floor Compare the price comparison axis detected at the corresponding sales floor with the price comparison axis at other sales floors or the purchase history of customers acquired separately, and if the comparison axis at the corresponding sales floor is high It is possible to incorporate conditions such as customer history, attribute information, store-side campaigns, and inventory, such as a script that strengthens the current budget axis and a script that raises the price axis if cheap.

 [0038] Some known advertisements use scripts to perform stepped input and output. However, it is not practical to prepare a program for each of many pieces of selected axis information. However, if there is information on selected axes and budgets that are categorized and each relationship is defined, the information presentation technique related to sales is related to the selected axis information such as the presentation of similar products and luxury products. Since there are many things that are determined by the nature of the presentation or the relationship with the budget, it is possible to present effective information simply by preparing a script that depends only on the relationship.

 (Store management)

 [0039] In a store that uses a lot of information technology and RFID technology, it can be expected that employees will be managed by contactless IC cards and mobile terminals that are individually owned. Japanese Laid-Open Patent Publication No. 2004-258734 proposes a personnel status management system using RFID. In Japanese Patent Publication No. 2004-302886, there is a proposal for state management based on employee input. Furthermore, regarding the system for staffing based on this information, the strengths proposed in Japanese Laid-Open Patent Publication Nos. 2006-134212 and 2006-092352, etc., are only available to customers in stores and service facilities. The appropriate number of personnel was determined for the number. On the other hand, as a system for proactively dealing with identified customers, historical information can be obtained using video taken at the time of customer entry, as in the technology described in Japanese Patent Laid-Open No. 2002-133527. Some are trying to help sales support.

 (Active list)

[0040] By combining and developing the above technique and the refined information extraction of the present invention, a more advanced store management system can be proposed. In other words, in department stores and specialized large-scale retail chains, a proactive response list is extracted according to the level of response required calculated for sales floors with a certain level of willingness to purchase and customers in the vicinity. Propose a system that encourages sales representatives to approach their customers. By identifying the customers to be dealt with on the spot and showing the degree, the sales staff at the site can concentrate on the customers with the highest sales effectiveness. In addition, even if sales staff have different sales skills, they can be directed to the most appropriate target.

 [0041] This is a step of detecting customers existing on the floor by the store management system in units of floors or sales floors, a step of extracting required values of corresponding customers related to the product field of the floor, This includes the step of creating a positive correspondence list by extracting customers whose required values exceed the correspondence threshold set for each floor.

 [0042] In addition to sales support data, customer specific information created using the technology described in Japanese Patent Application Laid-Open No. 2002-133527 is added to the proactive correspondence list. . The sales floor here refers to a unit of the workplace that sells products in a specific field and manages its own personnel, but if it is large enough for employees to assist each other, it can be flexibly adapted to the store situation such as floor units. Set it to.

 (Dynamic management of personnel)

 [0043] In addition, the customer's ability to handle the required value information of the sales floor The necessary response personnel are calculated, and the insufficient response personnel are called from backyards, counters, indirect personnel during office work, or stores that encourage mobility Propose a system that displays the situation. Calls are made using the sales support system terminals held by employees and broadcast calls when backyard work is in progress. In addition, the status of the sales floor is always displayed on the sales support terminal so that the current work can be adjusted according to the status of the sales floor even when no call is received.

[0044] For this reason, the active response list is not fixed, the level band that can be handled by the currently available personnel is calculated, the dynamic active response list is extracted, and the level band is the planned range of the store. If it is narrower, make a call. In addition, currently available customers are the number of employees registered on the day of the sales floor multiplied by a certain ratio to available employees excluding employees who are waiting on customers, working in the backyard and other areas. For example, the number of customers, or the number of customers who can respond at the same time and respond within a certain period of time. The customer power closest to the required response level value that needs to be handled most by the store is the threshold value corresponding to the necessity value of the last customer assigned in order of the reference value up to the number of customers that can be handled. Range calculation method Usually, the customer with the maximum required value is the reference value, but it may be possible to target the customer immediately after entering the narrowed state from the scattered state, for example, depending on the store policy. It is also possible to have a constant value. In this case, the threshold value is two above and below.

 [0045] As for the setting method of this level band, when such a current value is used as it is, it is excellent for determining the target customers that can be handled at the sales floor, but for example, the range of the sales floor is narrowed. In this case, the threshold value may fluctuate greatly every time the customer moves. Therefore, with regard to personnel allocation, the required value for the product domain of the customer's sales floor of the corresponding sales floor is accumulated, and the required number of persons is calculated according to a preset ratio with respect to the accumulated value. And the current number of people that can be handled, and if there is a shortage, a call can be made. This method does not correspond to the actual number of customers, so there is a gap with the required number of employees at that time. Calculations are easier when forecasting and store management described later are performed.

 [0046] As a similar proposal for the dynamic management of personnel, a technology related to call center operations in which an operator call is issued in response to a waiting call and an instruction is given to shorten or extend the customer service time (for example, Japanese Patent Application Laid-Open No. 2004-2000). — Japanese Patent No. 2666111, Japanese Patent Application Laid-Open No. 2004-023175). However, in these management systems, there is no viewpoint of selecting from customers who need to respond, and it is a system for the purpose of simply extracting available personnel. There is a problem in optimizing the service level for customers. In addition, by recording and managing the fluctuating necessity level or personnel gap information in time series, it is possible to utilize whether the staffing at each sales floor is appropriate or not as management information.

 (Forecast)

[0047] Currently, there is no possibility in the sales floor! When a customer searches for a product related to the sales floor, there is a high possibility that the product will be referred to the sales floor. If the comparison axis information extracted from customer behavior is used, this point can be used to estimate the number of people who need to deal with sales floors and to allocate personnel. Multiply the total required value of the comparison axis related to the products on the customer's sales floor other than the store floor by a certain factor and add it to the current required total for the sales floor. Based on this, the required number of personnel is calculated based on a preset ratio, and the ideal number of personnel is calculated. Compare the current number of people that can be handled and call if there is a shortage. Or, when adopting the corresponding target value calculation method, the comparison axis information related to the sales floor is extracted for the customers who do not exist in the sales floor, multiplied by a certain coefficient, and considered as the customer of the sales floor. And use it for the calculation (the reverse method of calculating ideal response personnel).

 (Overall store optimization)

 [0048] As a technique for allocating employees to each sales floor according to the degree of congestion of the sales floor, there is a force described in Japanese Patent Application Laid-Open No. 2006-134212. In this case, the customer situation detected at each sales floor is There is no means to detect how many people actually need to deal with, only the number of people. On the other hand, Japanese Patent Laid-Open No. 2002-203022 describes a technique for managing waiting time of waiting customers by using an IC tag, and in addition, waiting time of a counter such as a cash register or a bank is described. Various proposed technologies to manage There is no technology to allocate between storefront departments according to customer's need for response. There is also no viewpoint of optimizing the service level of each department of stores with different functions. The present invention further proposes that the above-described dynamic management of personnel is applied to a real-time optimization system for personnel allocation between departments having different store functions.

 [0049] The customer service at the store is roughly divided into a counter business including a sales floor service and a cash register. Furthermore, sales floor operations must be handled differently in terms of whether they are waiting for customer service. In addition, back work includes backyard inspection, warehouse arrangement, return work, and work work. Since only some inspection operations may require urgent operations during the opening hours in the back work, there is no need for response in the examples, but there is a general need such as shortening working hours May be managed by setting the necessity index for each business. In this case, in the case of inspection and return, management is performed by setting a conversion formula for the necessity of handling the work volume, such as the number of slips and the number of articles processed by the work for the entire back work.

[0050] The calculation of the degree of necessity for the sales floor business may be the above-mentioned dynamic management or forecast correspondence, the number of customers who have made product points, or simply the necessary value derived from the number of customers. In this case, the index is calculated by adding the existing customer forecasts, etc. that are expected to be the flow line between sales floors, etc. to the customers existing at the sales floor. In any of the above cases, it is expected from past sales data. It is also possible to factor in forecasts of crowded hours, days of the week, and years as a factor.

 [0051] For counter work, the most important indicator is the waiting time for each customer. It is set so that the difference value that increases the necessary degree of response is determined according to the expected waiting time of the customer entering the measurement area for each customer. Using the total for each customer as the required level of response, calculate the response personnel for the counter operator and the response necessity level or the total value response personnel. In reality, counters do not correspond to customers in the order of the degree of necessity, so this number is used only as an indicator of personnel allocation between departments except for sales floor operations. For this measurement, force gate type readers, where the order of customers is important, are placed in front of the counter according to the assumed line of the customer queue, and the difference value for each measurement area is set accordingly. Or, if there is a dispenser for turn tags, the tag is attached to the tag or the order information is registered on the customer card. In this case, it is not always necessary to associate the customer card with the turn tag.

[0052] That is, a method for managing the urgency of work for each department having different work characteristics in accordance with a unified standard, and setting the target conversion value for each department in the store or the personnel conversion standard for the accumulated required value. A step of setting, a step of calculating ideal correspondence personnel calculated as a correspondence necessity level band in a time series or a cumulative requirement value, and a step of calculating the range difference or the size of the personnel gap In the departments with large range differences, departments with small range gaps or personnel gaps, departments with surplus, and backward work capabilities other than judgment departments. A work management system for a store that gives instructions for movement is proposed. The optimization is performed by a known optimization calculation so that the overall range difference is minimized or the range difference between departments is averaged, and the optimization target value applied at that time is calculated and assigned accordingly. Personnel are called and moved. In the case of calculation based on the corresponding required value accumulation, it can be calculated as a linear programming problem, and in the case of calculation based on the corresponding target value, a known algorithm for combinatorial optimization is applied. In this method, it is verified whether customer satisfaction has increased as a whole, and even when the system is improved, it is only necessary to operate the corresponding target value or personnel conversion standard for each department, and between departments with different objectives uniformly. Management that optimizes the service of the company becomes possible. (Indirect support)

 [0053] Employees are not always at the store! / Even if they do not need to provide specialized knowledge on their products and services through customer information terminals, sales support terminals, store information provision terminals, etc. It has become possible. For example, Japanese Patent Application Laid-Open No. 2003-281352 proposes a system in which a manufacturer engineer provides sales support by voice and video to a sales support terminal. In addition, JP 2006-513461 Gazette, etc., introduces a system that supports call center personnel who have expertise in the terminals owned by customers from the call center.

 [0054] By introducing these or other similar systems in stores, veteran sales representatives of other stores and external specialists and technology who have advanced expertise even at store terminals and inexperienced salespeople With the cooperation of the owner, advanced information can be provided to the customer. In addition, electronic data can be replicated and supplied as much as possible depending on the performance of the device, but human services can be reduced even if they are devised to reduce costs such as support at home due to advances in information technology. Labor costs and scarce human resources with skills are unavoidably expensive compared to digital content. On the other hand, the meticulous response of sales staff with specialized knowledge is superior to digital information provision methods in terms of sales power and customer satisfaction. Therefore, the introduction of an indirect sales support system by external personnel in stores to supplement the sales capabilities of store sales staff and to strengthen the information provision capabilities of customers and store information terminals enhances the customer responsiveness of stores. It is considered very useful to maintain. (Service automatic selection)

[0055] Therefore, the present invention proposes a system that effectively supplies indirect sales support based on the degree of customer service requirement calculated above in the store. The service provided by an external salesperson and the additional information provision service using digital contents are equivalent in terms of sales functions when using a sales / purchase support information terminal, but the external salesperson's service is more expensive and has higher performance. is there. Considering this point, in the present invention, when the customer or salesperson takes an additional information acquisition action at the information terminal, or when taking a narrowing action such as picking up a product at the store, the degree of response becomes equal to or greater than the corresponding threshold. In the event that an external sales representative is provided, the additional information acquisition input will be made. Propose a system that can handle the problem. When this level of response is reached, it is determined by the history whether an external salesperson with the skills corresponding to the selected axis of the customer is called. When a customer or sales person makes a call, an external sales person in the relevant field is called depending on the customer's need for handling in the corresponding field, or additional information by digital contents is displayed along with a display such as congestion.ゝ Determined. External sales representatives are sales personnel who are not directly dealing with their own customers, similar sales representatives from other stores connected by a network, or former sales representatives with manufacturer call center personnel or distributed call center systems at home. Have one or more specialized fields that are centrally managed by the management server and linked to the selection axis of the product dictionary.

 [0056] This service automatic selection system includes a step in which an employee or a customer operates an information terminal, a step of confirming whether or not the corresponding customer correspondence level exceeds a threshold value during the operation, and a threshold value during the operation. In this case, the step of extracting the selection axis more than a certain value of the immediately operated product or customer, the step of selecting an external salesperson who can handle it with the appropriate expertise, and the external salesperson Steps and power to call at sales support terminals and others. In this case, the call is included in the operation.

 (Dynamic management of personnel and overall optimization)

 [0057] As with direct response personnel, for indirect response personnel, the response threshold or ideal response personnel can vary depending on the number of personnel that can be accommodated in the relevant specialized field. Cumulative power of required values for the corresponding selection axis of all store customers at the time for each field of external sales staff in all stores Steps for calculating ideal response personnel and steps for determining the number of personnel currently available for all stores And calculating the number of personnel gaps of both sides, calculating the threshold value of the corresponding selection axis from the necessary values corresponding to the personnel gap, and sending the personnel gap information to the overall optimization system.

[0058] Alternatively, directly against the forecast list that aggregates customers who have a certain value or more in the corresponding selection axis of all the stores corresponding to the number of sales staff who are available for the registered external sales staff in the relevant field. The response necessity level zone is calculated using the same steps as the dynamic management process for response personnel (with the factors changed). Expectation list customers are product points When an action or a call is made and the required level of necessity is reached, an external salesperson is called through the system equipment and the response is started. In addition, if the threshold value deteriorates above a certain level, or if the optimization target value is reached, it is requested that the registered external salesperson who is not supported respond to the status. It is also possible to incorporate store optimization as a department. In this case, if indirect personnel are managed throughout the group, optimization is performed throughout the group.

 [0059] By the above method, an optimum response system is constructed for the employees who are tag-managed and the customers in the store that need to respond. Various proposals have been made regarding a method for grasping customers. For example, Japanese Patent Laid-Open No. 2003-263544 proposes a method for grasping a combination of a package carrier and a customer ID card as an identical customer by associating them. However, this method is a method for post-mortem analysis, in which employees are associated at the time of checkout. Therefore, improvements are made to apply this method in real time, and customer ID media that have entered the cart or shed are then tracked for this purpose for a period of time, during which time the same or adjacent grid or reader The ID of the cart that has continued to exist will be bundled with the corresponding customer ID or removed. The ID of a cart that has been powered for a certain period of time in the cart or storage area is considered to have been unbound or removed.

 (Use of purchase history)

 The accuracy of data can be improved by incorporating customer purchase history information into the above system. If there is purchase history information of the same category when calculating required values and calculating price range information, a certain basic value is assigned as a correction value. Can be increased. With regard to scribing, it is possible to exclude the presentation power of historical products and estimate the purchasing power of the relationship between categories. Information collected at home information terminals may also be included in product point actions.

 Brief Description of Drawings

FIG. 1 is a network diagram showing an overall configuration of a sales support system according to an embodiment of the present invention. 圆 2] It is a block diagram showing a configuration of a sales support system management server of the sales support system according to the embodiment of the present invention.

圆 3] Sales support system management server of the sales support system according to the embodiment of the present invention is a block diagram showing a configuration of a corresponding required value calculation unit.

圆 4] is a diagram showing a salesperson approach rate value table in the sales support system according to the embodiment of the present invention.

[5] FIG. 5 is a diagram showing a staying time customer behavior relative pricing table in the sales support system according to the embodiment of the present invention.

圆 6] It is a diagram showing a predicted waiting time pricing table in the sales support system according to the embodiment of the present invention.

圆 7] It is a diagram showing a table of correction values based on the ratio of the number of points and the number of points in the sales support system according to the embodiment of the present invention.

 FIG. 8 is a diagram showing a correction value table for each medium in the sales support system according to the embodiment of the present invention.

9] Product of a comparison category in the sales support system according to the embodiment of the present invention is a diagram showing a table of correction values by the number corresponding to the lower category 1 belonging to the comparison category 1 existing in the point history.

[10] FIG. 10 is a diagram showing a product category thesaurus of a product dictionary in the sales support system according to the embodiment of the present invention.

[11] FIG. 11 is a diagram showing a product index of a product dictionary in the sales support system according to the embodiment of the present invention.

12] A diagram showing a data format of a value-added customer behavior holding unit in the sales support system according to the embodiment of the present invention.

13] A diagram showing a data format of the customer selection axis corresponding value holding unit in the sales support system according to the embodiment of the present invention.

14] It is a block diagram showing the configuration of the sales support data extraction unit of the sales support system management server of the sales support system according to the embodiment of the present invention.

FIG. 15 is a script database in the sales support system according to the embodiment of the present invention. It is a figure which shows the example of a script method.

 FIG. 16 is a diagram showing a description example of a script database in the sales support system according to the embodiment of the present invention.

17] It is a block diagram showing the configuration of the store management calculation unit of the sales support system management server of the sales support system according to the embodiment of the present invention.

[18] FIG. 18 is a diagram showing a comparative axis reactivity master in the sales support system according to the embodiment of the present invention.

19] FIG. 19 is a diagram showing an active correspondence list in the sales support system according to the embodiment of the present invention.

FIG. 20] A diagram showing an employee database in the sales support system according to the embodiment of the present invention.

21] It is a block diagram showing a configuration of an external salesperson calculation unit of the sales support system management server of the sales support system according to the embodiment of the present invention.

[22] FIG. 22 is a diagram showing an external salesperson database in the sales support system according to the embodiment of the present invention.

圆 23] It is a diagram showing service technology field corresponding categories in the sales support system according to the embodiment of the present invention.

24] A flow chart showing an operation when performing a process of extracting product narrowing information in the sales support system according to the embodiment of the present invention.

圆 25] A flowchart showing the operation when the counter department corresponding required value extraction processing is performed in the sales support system according to the embodiment of the present invention.

圆 26] A flow chart showing an operation when performing a sales support script display process in the sales support system according to the embodiment of the present invention.

圆 27] A flow chart showing an operation when performing a positive correspondence list extraction process in the sales support system according to the embodiment of the present invention.

[28] FIG. 28 is a flowchart showing an operation when performing dynamic management processing of personnel in the sales support system according to the embodiment of the present invention.

[29] Automatic service selection in the sales support system according to the embodiment of the present invention It is a flowchart which shows the operation | movement at the time of processing.

 FIG. 30 is a flowchart showing an operation when performing dynamic management processing of personnel in the sales support system according to the embodiment of the present invention.

 FIG. 31 is a flowchart showing an operation when the store or service overall optimization process is performed in the sales support system according to the embodiment of the present invention.

 BEST MODE FOR CARRYING OUT THE INVENTION

Hereinafter, embodiments of the present invention will be described with reference to the drawings.

 (System configuration)

[0063] As shown in FIG. 1, this system functions as an optimization subsystem of the store building I-type sales support system management server 1, and is installed in each store 2 or store group, and in store 2. The state of the customer or employee is monitored by a sensor network such as a contactless IC tag reader 3 stretched around. In addition, advertising, sales support information, and business management information can be provided to customers and employees through sales support employee terminals 4, storefront information provision terminals 5, and mobile information terminals 6 owned by customers. Furthermore, when multiple stores belong to this sales support system, they can exchange information with each other through a network 7 such as a large-scale LAN. Although the relationship with this system is not specified, it is possible to provide information to sales staff in conjunction with sales information and customer information in conjunction with a POS system. Customers and salesmen carry IC cards 8 or information providing terminals 5 with contactless IC chips, and IC tags attached to carts and bags. The salesperson does not necessarily have an IC card, but the current location, status, and calling method must be entered in the system in some way. In addition, IC tags may be attached to products. Non-contact IC readers 3 are installed at important points in stores such as product shelves, pops, walkways, entrances and counters, and IC chips for identifying customers, products, and employees enter the reading range. Send the identification information to the sales support system. As a result, customers in the store automatically share their behavior and what products they are interested in. In addition, the information provision terminal 5 for providing product-related information by the sales support system and the radio station 9 for providing similar information to the mobile information terminal 6 of the customer are installed in the store. It is possible to determine which customer has the power provided. For this reason, the information providing terminal 6 It is desirable to have a function to read identification information media owned by customers. The sales support terminal 4 that the employee refers to at the counter or at the sales floor displays the customer's customer information, purchase history, product browsing history, and related product information. In addition, information and conditions such as sales floors and stores may be displayed. In addition, the sales support system management server 1 holds customer information, product information in stores provided by POS, sales support information related to products in stores, and employee information.

[0064] This system is a subsystem in the sales support system management server, and has a unique memory area and program, and may have a unique CPU in some cases. Receive customer behavior information and employee status information from the above sales support system, and provide sales support information, priority customer information, and appropriate employee placement information to the sales support system.

 As shown in FIG. 2, this system mainly includes a corresponding required value calculation unit 10, a sales support data extraction unit 11, a store management calculation unit 12, an external salesperson calculation unit 13, and other sales support machines. It consists of Noh 14. If there are multiple stores in the sales support system, the optimization-related calculation units may be concentrated in a general center (for example, the external salesperson calculation unit center function unit 15 in Fig. 2).

 [0066] In the embodiment, a calculation method is described in which the corresponding required value cumulative is converted to the ideal personnel, or conversely, personnel gear information is converted by multiplying the required required value threshold by a constant. May be in the form of using a corresponding value using a conversion table. These coefficients are determined by performing data mining using data acquisition by the store sales support system.

 Further, in the following embodiment, the salesperson who is responding can also include the force that the calling target power is removed from the calling target, and can issue a calling instruction to the sales support terminal.

 (Configuration of required value calculation unit)

As shown in FIG. 3, the corresponding required value handling unit 10 includes a customer product point extraction unit 16, other customer behavior extraction unit 17, a pricing master 18, a product dictionary 19, a product point pricing unit 20 and customer behavior. It consists of a pricing unit 21, a customer behavior holding unit 22 with value, a required value extracting unit 23, a price range information extracting unit 24, and a customer selection axis corresponding value holding unit 25, and a customer database 5 Connected to 3.

 [0068] Then, the required value calculation unit 10 receives the behavior information for each customer in the store from the sales support system and converts it into customer required value information, so long as the customer is in the store (entrance / exit management reader / writer). Keep unless you receive more exit information). The customer-necessary value information is sent to a customer selection axis correspondence value holding unit 25 described later, and is updated whenever there is a change. In order to extract the selected axis information, the required value calculation unit 10 gives a value to all the corresponding categories in the product dictionary 19 of the product having the code corresponding to the point action of the product. Then, the results are finally aggregated and stored for each category of product that was pointed to before that point. The aggregate value for each category is the selection axis of the customer and the required value for that selection axis. The assigned value is determined from the following viewpoints so that the value for the commodity points can help to collect the selected axis information.

 [0069] First, the force that sets the basic value of the assigned value for each category. This is basically lower as the upper content range is wider. However, one of the special higher-level categories called comparative categories! /, If the condition is met, the basic value will increase. This condition refers to the point history to determine whether the product point history extends across different lower categories of the comparison category, and the higher the degree, that is, the product point information in different subcategories. The basic value increases as it exists. This category 1 is set to extract information that suggests that a group of products that are in an alternative relationship or coordinated relationship with each other is being referenced.

[0070] Next, the basic value is revised depending on how many times the product points have been made for the product in that product category and how much it is compared to the total number of previous points of the customer. Is done. This correction depends on how consciously the product point behavior is focused on purchasing. The correction value increases with the number of times, and the higher the ratio of the number of points in the category to the total number of point actions, the higher the correction value. In other words, the initial preference for a certain category and the points after checking several times are those that take into account specific purchase choices, and only the products on that selection axis are pointed to. If so, buy It is considered that the degree of narrowing down is high compared with the case where it is not so. The high degree of narrowing down and the point behavior in the second half also have the effect of increasing the discriminability of the selected axis by increasing the sensitivity. Furthermore, it is set so that correction is high by means that the conscious information acquisition motivation is high for the pointed media. These values may be determined by calculating mathematical formulas that satisfy the above criteria even in the master format. By applying the category assignment values in the product dictionary 19 and the correction values in the value master 18 in the above manner, it is possible to determine which selection axis is used for conscious product selection behavior depending on the size of the aggregate value. The intensity can be estimated.

[0071] The customer product point extraction unit 16 has a function of extracting product point information from the customer behavior information received from the sales support system and sending it to the product point value unit 20. Product point information corresponds to items associated with products and product category information, and actions on price tags based on touch logs and related applications are associated with corresponding product information.

. Stays in front of shelves for a certain period of time are associated with the product category information of the corresponding shelves. If the pop is equipped with an IC reader, it is associated with the product information of the pop. For information provision by the information provision terminal, product and category information corresponding to the screen display is given. For the input of category information, the shelf or screen is registered as one product in the product index of the product dictionary 19 for processing. In addition, when a salesperson responds, the salesperson inputs and extracts the information referred to and the information on the product presented at the store. At this time, the acquired media and additional information of the salesperson are also extracted.

[0072] The other customer behavior extraction unit 17 extracts customer behavior used in the system from the customer behavior information received from the sales support system. In this example, the approach rate to the store clerk, the ratio of the total residence time and the residence time before the shelf POP, the ratio of the graded total residence time and the product point behavior (this may be converted to standard time) The information on the minimum distance to the store clerk at that time acquired by the sensor for extraction, the status information and time information of the reader that acquired the customer ID, and the product point information for each media are extracted. In general, the more motivated to purchase, the more they try to contact the store clerk to request additional product information and response. The status information of the reader is specified in the customer behavior analysis such as before the shelf, before the pop, and the aisle. Is a reader-specific information that is classified as status. When you get to the point of actual contact or conversation, the response starts there, but at the actual store, the store clerk often ends up responding to other customers without being overwhelmed. . On the other hand, customers with low purchase motivation tend to avoid sales talks with salesclerks, so the customer's response by tracing the positional relationship between the customer and the salesperson at the store. The degree of necessity can be estimated. Record the distance of the salesperson closest to the customer in a fixed time unit, and send the time information below the threshold to the Customer Behavior Valuer 21. Estimate the purpose of the customer's visit to the store when the actual inspection time and level in the customer's store is higher or lower than the average. I can do it. Furthermore, the counter waiting time prediction information of the customer is sent from the counter waiting time prediction extraction unit 26 to the other customer behavior extraction unit 17.

 [0073] The counter waiting time prediction extraction unit 26 extracts the arrangement order information of customer counters from the sales support system. In addition, a certain number of actual processing times per person until just before will be sent. The counter waiting time prediction extraction unit 26 calculates and holds a prediction counter processing time by averaging a certain number of processing time results. Then, the waiting time information is calculated from this value arrangement order information and multiplied by the prediction counter processing time to calculate the predicted waiting time of the corresponding customer at the present time. send.

 [0074] In the pricing master 18, data for correcting the category assigned value of the product dictionary 19 according to the situation of the point, a clerk approach rate pricing table (see Fig. 4), a residence time customer behavior ratio pricing table ( Fig. 5) and the estimated waiting time pricing table (see Fig. 6). In addition, correction values when points related to the same product exist in the history are also stored in the table according to the number of times. In addition, the pricing master 18 includes a correction value table (see Fig. 7) based on the ratio of the number of points in the same category and the number of points (see Fig. 7), a correction value table by media (see Fig. 8), and products in the comparison category. Table of correction values based on the number corresponding to the lower category belonging to the comparison category existing in the point history (Fig. 9)

 Reference) is the content.

[0075] The product dictionary 19 is a product category thesaurus that describes the relationship between categories (see FIG. 10). And product index (see Fig. 11) describing the product category. The category thesaurus includes category name, category type, category assignment value, upper category, related category, lower category, and sales support script conformance information for each category. The category type describes whether the category is a normal category or a comparative category. In the upper and lower categories, the category immediately above and below is described, and information necessary for conforming to the sales support script is symbolized for each related category.

 [0076] The product index includes a product name, a product code, price information, and a group of categories to which the corresponding product belongs. When a product is registered in a certain category, it automatically belongs to a higher category. This content needs to be shared with the point-of-sale POS system.

 [0077] The product point valuation unit 20 uses the product code of the input product point information! Then, refer to the history information stored in the customer behavior holding unit 22 with value of the corresponding customer, the category assignment value in the product dictionary 19 and the correction value in the value master 18 to give value to the product point behavior. . The priced product point behavior information is further given price information and sent to the valued customer behavior holding unit 22.

 [0078] The customer behavior valuation unit 21 uses the customer behavior information sent from the other customer behavior extraction unit 17 as the history information stored in the customer behavior holding unit 22 with value of the corresponding customer, the pricing master 18 By referring to the revised value, the corresponding value information at that time is generated and sent to the customer action holding unit 22 with value. As for the clerk approach rate, the acquired information and the historical information of the customer behavior holding unit 22 with value are added together to calculate the approach rate information of the proximity time and the staying time in the store, and send it to the holding unit to update the information To do. Also, the pre-shelf retention ratio information is updated in the same procedure. In addition, the product point ratio information generates and updates new value information by calculating and adding ratio information for each medium. In addition, the waiting time information is sent to the value-added customer behavior holding unit 22 by referring to the table with the predicted waiting time information and adding value information.

[0079] As shown in FIG. 12, the value-added customer behavior holding unit 22 stores value-related product point-related information after the customer's entry to the store is confirmed, and store clerk approach rate information at each time point. , Store entry time information, residence time by reader status, required value corresponding to store clerk approach rate, required value corresponding to residence time ratio, and required value information corresponding to product point ratio. The product point related information is sent to the corresponding value extraction unit 23, and the other information is sent to the customer selection axis corresponding value holding unit 25.

 [0080] The required value extraction unit 23 receives the value information of the customer product point behavior information and the counter waiting time information from the valued customer behavior holding unit 22, and accumulates the required value at that time for each comparison axis To do. This total is calculated by adding all the previous value-added values for each comparison axis, but the products included in the selected axis are purchased at the salesperson's input or in the middle of the sales floor, or the corresponding product is found in bags or carts. If information such as loading has been obtained, corrections are made accordingly. Basically, purchase information is handled with a negative value for normal or alternative category products and a positive value for complementary or coordinated product categories. The salesperson can add the evaluation of the salesperson to the selected axis information obtained through the customer service process in the form of corrected values. At the same time, the price information of the pointed product is sent to the price range information extraction unit 24 to see if the price range information can be extracted at a significant level. If the price range information is extracted, it is added to the comparison axis information, and the corresponding value information obtained by multiplying the correction value for the corresponding required value by the extraction of the price range information and the customer selection axis corresponding value holding unit 25 Send to.

 When calculating the selected axis purchase expected value, the corresponding required value is divided by the reference required value, corrected, and multiplied by the force price range information to calculate the selected axis purchase expected value. Note that the price range information extraction unit 24 uses a coefficient of variation, but when the purchase expectation value is used as a basis, a calculation must be performed. For this reason, if the coefficient of variation is large, a function according to the size of the coefficient of variation may be set to discount the purchase budget.

[0082] The price range information extraction unit 24 calculates whether there is price range information to be extracted for the price information of the product in the product point information for each selected axis. Extract a certain number of product price information of the same selection axis from the latest product points, calculate the coefficient of variation, and if it is less than the specified value, correspond to the price range information calculated by the average value and standard deviation 2 Return to 3. If the selected axis is the coordination category, the lower category When the coefficient of variation of the numerical value of the sum of the price information is less than the specified value, the price range information is returned to the corresponding required value extraction unit 23. Furthermore, if the coefficient of variation is greater than or equal to the specified value, product point information for the related category in the category may be obtained and recalculated.

 As shown in FIG. 13, the customer selection axis correspondence value holding unit 25 displays the current value information of the selection axis information having the customer's correspondence required value and the current value information sent from the valued customer behavior holding unit 22. Hold until the customer leaves. In addition, time-series required value information is retained so that it can be referenced. In the following, the customer requirement value means the maximum requirement value in the extracted selected axis information plus the requirement value such as the approach rate and stay time due to other customer actions. Alternatively, upper-order designated number of selected axis information may be added. It also holds customer data and identification information acquired by sales support systems. Depending on the system, the expected purchase value may be held instead of the required value or both. (Configuration of sales support data extraction unit)

[0084] As shown in FIG. 14, the sales support data extraction unit 11 includes a customer selection axis information holding unit 27, a stub database 28, a product dictionary information and related information holding unit 29, a script matching unit 30, and an adaptation. It consists of a script data holding unit 31. In the sales support data extraction unit 11, related product information and related information are created based on the selection axis information of the customer who presents the information using an approach or a terminal. This calculation is performed when the terminal or salesperson needs to present customer-related information to the customer. This is because product point behaviors are extracted while browsing information provision screens such as information terminals, mobile terminals, pop and price cards, etc., and when the conditions such as reaching the threshold value of the corresponding value are met or when the salesperson This is done when a user requests to provide the service. For example, the created data includes relational data between categories in the product dictionary 19 and each category according to a script applied by conditions such as selection axis information having a necessary correspondence value higher than that of the product selected immediately before. In addition, refer to advertisements and related information sent from sales support system conformity information and product related information of sales support system associated with the product, and provide information terminals and customers in a certain presentation format and presentation order described in the script. Displayed on terminals and sales support terminals. The information that can be presented in the sales support data extraction unit 1 1 includes the unpointed products on the price axis in the selected axis category or other price range selected according to the conditions, the upper and lower related categories of the selected axis category This includes information that can be extracted and selected by the above information, such as information related to one product, category, or product.

 [0085] The customer selection axis information holding unit 27 holds the same information as the customer selection axis correspondence value holding unit 25 of the corresponding required value calculation unit 10, and information necessary for calling the script, such as product point information and customer information. The Request information from the sales support system or the product point information and required value information is sent from the external salesperson calculation unit 13 or the corresponding required value calculation unit 10, and when the presentation conditions are met, the matching script is selected and calculated. Is started.

 [0086] As shown in FIG. 15, the script database 28 stores script data for creating sales support data. With reference to the information in the customer selection axis information holding unit 27, if a script that matches the selection condition exists, that script is called. The script database 28 also includes category category conformance information, required information and combination information of required values, price axis information, product point history, calling conditions such as customer information, and products in categories with called conformance information. In addition, category information and related information, and display format information such as presentation order, options, screen division, and priority display screen are stored in script format. As for selection conditions, the conditions may be indexed for each input event so that the search can be easily performed. It is also possible to select a script to be presented by referring to the database contents directly from the selection support terminal.

 The product dictionary information and related information holding unit 29 holds product dictionary information and product related information. The product dictionary information includes related category information indicating the relationship between categories. Related category information is encoded with related information such as alternative relationships that indicate the type of relationship, equivalent foreign products, producers, and characteristics. In addition, the product related information includes the category and related categories, how to use the product, advertising documents, video files, etc., and information to call them is retained.

[0088] The script adapting unit 30 has a function of fetching selected axis information that also specifies power such as a start condition in the called script, and designating information to be called by the script from the product dictionary information and related information holding unit 29 at the time of presentation. ing. The information to be specified is determined by the description specifying the script related information, price range, and related information, and presented and displayed in the script description order (see Figure 16). [0089] The adaptation script data holding unit 31 temporarily stores script information specifying a destination of information to be presented determined for each customer.

 [0090] The sales support terminal 4 is incorporated into the screen data by the screen of the sales support terminal or the information providing terminal or other display device according to the script information sent from the adaptation script data holding unit 31, and the script is executed. Is done. However, in a sales support terminal that is viewed only by a salesperson, calling or displaying related information may be performed by a list of display information and selection thereof. The data of the presented product is registered as product point information with a certain correction value added. In the case of a sales support terminal, it may be possible to select a product that the salesperson has shown interest in.

 (Configuration of store management calculation department)

 [0091] The store management calculation unit 12 calculates the active correspondence list and personnel gap information for each sales floor constituting the store at regular intervals, and the personnel gap information for each management unit of a sales support system such as a store or a floor. The optimization value is calculated, the optimization value is calculated, and the call target list or the corresponding status display data for each sales floor, counter, and business unit is calculated. As shown in FIG. 17, the store management calculation unit 12 includes the customer ID acquisition unit 32 in the sales floor, the other sales floor selection axis data acquisition unit 33, the customer selection axis corresponding value holding unit 34, and the other sales floor customer involvement calculation unit 35. , Comparative axis reactivity master 36, sales floor cumulative value accumulator 37, active correspondence list generator 38, employee database 39, available personnel calculator 40, personnel gap calculator 41, optimization calculator 42, call It consists of a target list creation unit 43 and a display data creation unit 44.

 The customer ID capturing unit 32 in the sales floor has a function of capturing customer information having an IC tag existing at the sales floor or in the vicinity of the sales floor from the sales support system. Every time information is changed

Alternatively, sales floor information is calculated at regular intervals and is reflected in the active correspondence list.

 The other sales floor selection axis data fetching unit 33 aggregates customer information of other sales floors in the same store for each sales floor and sends it to the other sales floor customer involvement calculation section 35. This information is aggregated to generate anticipatory information, but the same information as the information aggregated by the customer ID capturing unit 32 in the sales floor is excluded.

[0094] In the customer selection axis corresponding value holding unit 34, the customer captured in the customer ID capturing unit 32 in the sales floor The required information calculation unit 10 of the customer selection axis corresponding value holding unit 25 also extracts and stores the handling category information part of the sales floor for each customer. Handling category information is referenced and amended in the Comparative Axis Reactivity Master 36. In the case of a department that performs counter work, the waiting time information is detected by the sensor network of the sales floor, converted into required value information, and stored in the customer selection axis corresponding value holding unit 34.

 [0095] The customer participation degree calculation unit 35 in the other sales floor corrects the customer selection axis corresponding value of the ID acquired in the other sales floor selection axis data acquisition unit 33 by the information in the comparison axis reactivity master 36, and accumulates the sales floor corresponding value. A function to send to the accumulator 37 is provided. Other sales floors can be further modified for each sales floor based on information registered in the calculation section, such as the flow line information and distance to the sales floor.

 [0096] The comparison axis reactivity master 36 exists for each sales floor, and indicates how important the corresponding required value information of the corresponding comparison axis is for the sales floor in consideration of the handling amount of the items handled in the sales floor and priority fields. Is registered in the form of a correction value for the required value. As shown in FIG. 18, the master is stored in the form of correction values for each category information corresponding to the product dictionary. In addition, if a higher category is defined even in a category that is not described in the master, the corrected value is taken over and extracted at the time of calculation. Furthermore, correction value information for each distance of other sales floors may be added to this. In the department that performs counter work, corresponding value information based on waiting time is extracted as the target of the reactivity master, and other indicators are not taken into account.

 [0097] The sales floor corresponding value accumulating unit 37 sums up the required value information of each customer in the customer selection axis corresponding value holding unit 34 and the other sales floor customer involvement calculation unit 35, and the predicted corresponding information of the sales floor at that time. Information is calculated as the cumulative value. At this time, in order to standardize the contribution to the calculation for each customer, either the upper-level fixed required values are aggregated, or the numerical value such as the maximum required required value is taken as the maximum contribution of the customer, the degree of necessity of the customer's response Measures may be taken such as dividing each required value by the ratio of the total to the maximum contribution. Also, in the department that performs counter work, etc., only the necessary value information based on the time of that department is accumulated. Furthermore, the accumulated value is sent to the personnel gap calculator 41 to calculate the personnel gap.

[0098] The proactive correspondence list generation unit 38 adds other correspondence required value information to the maximum value of the customer comparison axis correspondence value information in the customer selection axis correspondence value holding unit 34, and prepares for correspondence depending on the magnitude of the value. Create a list. Each customer with the most important correspondence value determined for each sales floor as a temporary average value The standard deviation is calculated from the smallest customer, and the number of employees calculated by the available personnel calculation unit 40 is selected from the smallest customer, and the customers corresponding to the active correspondence list shown in FIG. 19 are selected from the correspondence preliminary list. The maximum and minimum customer correspondences in the list are recorded as a range. When selecting from the customer with the maximum corresponding value, the required value is selected in order of the maximum value in the corresponding preliminary list. The created active correspondence list is sent to the sales support system, and is displayed on the non-compliant salesperson terminal in the store along with customer information and customer related information obtained by this system.

 In the employee database 39, as shown in FIG. 20, employee information registered in the sales floor is registered. Employee information may include basic information such as name, attendance information, current location and business status information detected by the sales support system, and skill information that determines the response. In addition, sales floors and counter work information that employees can move or support are registered, and callable personnel at each sales floor can be calculated.

 [0100] The available staff calculation unit 40 calculates the number of sales staff who can actively respond to customers at the current sales floor based on the information input from the employee database 39 and the sales support system, and the number of staff that can respond. Is calculated. Actively depending on whether all non-compliant salespeople at the store are introduced, some salespeople respond to customer inquiries to some extent, or the rate is increased so that the salespeople can select the corresponding customers to some extent Determine the corresponding sales force ratio. The number of sales staff at the sales floor is also calculated by subtracting the number of sales staff who are currently in service, and multiplying it by the ratio of sales staff actively responding to each sales floor. Any salesperson who corresponds to a salesperson who does not respond to the store may be able to respond. However, the corresponding salesperson may be identified based on information such as skills in the employee database 39.

 [0101] The personnel gap calculation unit 41 calculates the number of ideal corresponding personnel sent from the sales floor corresponding value cumulative totaling unit 37 by multiplying the ideal response number by the coefficient for each sales floor, etc. The current personnel gap information is calculated by subtracting. This value may be negative depending on the number of people that can be handled, in which case the sales floor is excessive. This personnel gap information is displayed on the sales support terminal together with other calculated values and sent to the optimization calculation unit 42 of the store.

[0102] The optimization calculation unit 42 obtains the maximum for each sales floor from the personnel gap information sent from each sales department. The appropriate personnel information is sent to the call target list creation unit 43 and the display data creation unit 44. In addition, external sales staff gap information is also sent here. Store registrants can be calculated twice. Personnel gap information consists of ideal response personnel and available personnel, and callable personnel information sent from employee database 39. Persons who can call the sales floor or counter for a certain sales floor or counter are counted for each sales floor, including the current available staff, and retained as callable personnel. The optimization calculation is performed by a known program capable of executing an algorithm for linear programming. Examples of input expressions

 Cumulative required value Tc (i) for each department, A (i) for calculating the ideal number of people for each sales floor, Ts for the total number of callable staff in the store, Sp (i) for the total number of callable staff in the sales floor, and minimum guarantee service The objective function of the linear programming of n departments with the personnel level as G and the optimal response personnel S (i) as a variable

 z = S (l)-A (l) Tc (l) + S (2)-A (2) Tc (2) + to + S (n)-A (n) Tc (n)

 Constraint expression

 S (l) + S (2) + 〜 + S (n) 〈= Ts

 0 〈= S (i) 〈= Sp (i)

 S (i)> = A (i) Tc (i) -G

 As the optimal number of people obtained by subtracting the current available number of personnel S (i) obtained by calculating the optimal value that minimizes the z expression, etc. send. The lowest level of G will be relaxed sequentially if no feasible solution is available. If S (i) falls below the current available personnel, a list may be created from the available personnel. Further, if there is a constraint equation for additional calories such as movement between departments limited to two specific departments, it can be further increased.

[0103] The call target list creation unit 43 extracts the number of call personnel sent from the optimization calculation unit 42 from the callable personnel on the sales floor and creates a call target list. At this time, the caller can be determined so that the workload is averaged by referring to the skill and the work history of the day. The call list is sent to the target sales support terminal 4 or is called when backyard work is in progress.

[0104] The display data creation unit 44 uses the personnel gap and the call personnel calculated by the optimization calculation unit 42. The display data that can be displayed on the sales support terminal 4 with numerical values and colors representing grades, etc. so that the salesperson can visually check the situation of tightness of the business of the store or confirm it by voice, etc. create. In addition, employee behavior statements and comments may be displayed.

 (Configuration of external salesperson calculation department)

 [0105] Whether the external salesperson calculation unit 13 uses an external salesperson every time a service request is input from the sales support terminal 4 for each store, the information support system of the sales support system, the sales support script, etc. Whether to provide information by means of digital means is determined based on the value required by the customer. This threshold value is calculated for each service skill field by the personnel gap calculation unit of the center function unit of the external salesperson calculation unit 13 of the store or group. The service skill field relates the category information in the product dictionary 19 and the skill field such as product knowledge of the external sales person, and the external sales person is managed for each skill field. This is mainly in the field of expertise such as liquor, brand (name) and audio equipment. In order to optimize the threshold, it is also possible to send the personnel gap information to the optimization calculation unit 42 of the store management calculation unit 12 and create a call list for optimizing the available state. Assumed here, the optimal calculation unit 42 performs calculations common to all stores at the center. As shown in Fig. 21, the external salesperson calculation unit 13 includes a customer product information acquisition information capture unit 45, a customer selection axis corresponding value holding unit 46, a response determination unit 47, a corresponding external salesperson selection unit 48, and all stores. It consists of a required value data holding unit 49, an external salesperson database 50, a personnel gap calculation unit 51, a call target list creation unit 52, and a display data creation unit 53. The system also displays the response status in the form of calling out to an external salesperson, displays customer information that can be handled by the customer among the requested customers on the sales support terminal 4, and allows the salesperson to respond or input Also good.

[0106] The customer product information acquisition information capture unit 45 stores digital information from the information providing terminal in the customer's product related information acquisition request including the store clerk response request input to the sales support system, and external information. An acquisition request that enables the presentation of information-providing content by salespersons is captured. This can be done by operating the information provision terminal at the store, touching a log or price tag, or when there is a terminal that can provide information at the point of the product, such as when browsing a pop. For example, when information is requested. At this time If there is product point information on this behavior or the previous device, or if the customer or salesperson wants to enter product information, the product dictionary information is also captured at the same time.

 [0107] In the customer selection axis correspondence value holding unit 46, the customer requirement value information requested by the customer is provided from the correspondence requirement value calculation unit 10, and is held.

 [0108] When the product information request is made, the response determination unit 47 finds that the product point information is the largest of the customer's selection axis information, and if there is no product point information, the largest of all the customer's data. Selected axis information having a corresponding required value is extracted. In addition, a necessary value with other correction values added is calculated, and if the corresponding value is larger than the threshold information sent from the personnel gap calculation unit 51 of the center function unit, the response of the external salesperson is determined. Customer information is sent to the outside salesperson selection department 48.

 [0109] When the response by the external salesperson is determined, the corresponding external salesperson selection unit 48 selects the selection axis used for determining the response from the external salespeople who can handle the service skill field. It is selected preferentially from external salespersons who have a service skill field that can correspond to the selected axis with other high requirement values with reference to the customer requirement values. A response request screen is displayed on the sales support terminal 4 of the selected external salesperson, and advice by voice or image is started.

 [0110] The selection value information of customers currently entering all stores is aggregated and sent to the service value field holding unit 49 corresponding to all stores for each service skill field. Based on this total, the total required value for each service skill field is calculated and updated at regular intervals. Furthermore, the ideal number of personnel is calculated by multiplying the corrected value for each skill field and sent to the personnel gap calculator 51.

[0111] In the external salesperson database 50, as shown in Fig. 22, the personnel registered as external salespersons such as store salespersons and call center staffs are registered. Has support status and service skills. Response status is determined by employee status and input, and can be divided into response status, response enabled, response disabled, and call disabled. There can be more than one service skill field, in which case each callable person is registered. Each may have a skill level to refine prioritization. As shown in Fig. 23, product dictionary 19 categories and service skill field correspondence dictionaries are attached. Has in the genus. Based on the above information, the total number of callable personnel, the total number of response statuses that can be handled, and the response status is sent to the personnel gap calculation unit 51.

 [0112] The personnel gap calculation unit 51 calculates the ideal personnel information and the callable personnel information power sent from the store-wide required value data holding unit 49, and multiplies them by converting them into threshold values for the required values. To calculate threshold information of the service skill field and send it to the response determination unit 47. In addition, the above information is sent to the optimization calculation unit 42, the number of callers is received, and sent to the call target list creation unit 52 and the display data creation unit 53.

 [0113] The call target list creation unit 52 creates a call target list from the incapable personnel, sends it to the sales support system, and instructs the sales support system to make the incapable state compatible.

 [0114] The display data creation unit 53 allows the external salesperson to visually check the tightness of the entire business, such as the personnel gap and the number of callers calculated by the optimization calculation unit 42. Create display data that can be displayed on sales support terminals with colors and colors that represent grades so that they can move independently. In addition, customer and salesperson information may be displayed on the support terminal so that customers and salespersons called by external salespersons can be selected.

 (Product refinement information extraction process)

 [0115] Next, with reference to FIG. 24, an operation at the time of performing the product refinement information extraction process in the sales support system according to the present embodiment will be described.

 [0116] The customer behavior associated with the product is extracted in the sales support system, and the product code, media content, and sales floor information are given to the corresponding required value calculation unit 10 and sent (S101). In order to value the sent product point information, first, the product index contents of the product dictionary 19 are referred to by the code information of the pointed product, and the corresponding category group is extracted. Next, the value-added customer behavior holding unit 22 is referred to for each category, and if there is the same item in the category group of the product pointed to before that, the number of times is counted for each category category. Further, the result, the category type and category assignment information of the product dictionary are referred to in the value master 18 (S102), and value points are assigned to the category of the product for which the product is pointed (S103).

[0117] The result is temporarily stored in the value-added customer behavior holding unit 22, and the corresponding value extraction unit 23 refers to the price range information extraction unit 24 to determine whether the price range information can be extracted (S104). If possible, price range information is added to the data (S105). Further, the value information of the product points acquired so far is integrated to generate necessary value information for each selected axis (S106), and the selected axis corresponding value information in the customer selected axis corresponding value holding unit 25 is updated ( S107).

 On the other hand, as for other customer behaviors, sales assistant approach information and stay time information by location are extracted in the sales support system (S101 ′), and sent to the corresponding required value calculation unit 23. The sent data is added to the historical data of the valued customer behavior holding unit 22 (S102 '), valued (S103'), and the required value is calculated according to the contents of the value master 18 (S106) . The result is sent to the value-added customer behavior holding unit 22 and the customer selection axis corresponding value holding unit 25, and the selected axis corresponding value information in the customer selection axis corresponding value holding unit 25 is updated (S107).

 (Necessary value extraction process for counter department)

 Next, with reference to FIG. 25, the operation at the time of performing the processing for extracting the required value of the counter department in the sales support system according to the present embodiment will be described.

 [0120] When the sales support system sends information on the order of the counters of the customer and the actual value of the processing time per person at regular intervals, the expected waiting time of the customer at that time is determined by the counter waiting time prediction extraction unit 26. Calculated (S201). The calculated predicted waiting time is sent to the customer behavior value assigning unit 21, and the added value of the time is calculated by referring to the data of the predicted waiting time value table of the value master (S202). The information is temporarily held in the value-added customer behavior holding unit 22, the added value is added up in the corresponding required value extracting unit 23 (S203), and the information in the customer selection axis corresponding value holding unit 25 is updated (S204).

 (Sales support script display process)

 [0121] Next, with reference to FIG. 26, an operation when performing a sales support script display process in the sales support system according to the present embodiment will be described.

[0122] Browsing information on the information provision screen and product point information are sent from the sales support system, and there is a screen that can be viewed in the vicinity of the customer IC, or a salesperson or customer information request is input to the terminal. (S301), the activation condition of the script database 28 is searched based on the customer information or the selected axis information of the corresponding customer in the customer selection axis information holding unit 27 (S302), and if there is a matching script, the data is adapted to the script. Send to part 30 (S303). The sent data follows the contents of the product dictionary information and related information holding unit 29. Specific call data is determined (S304). The confirmed data is sent to the adaptation script data holding unit 31, and is displayed as screen data at the request of the sales support terminal 4 or at that time (S305).

 (Active response list extraction process)

 [0123] Next, with reference to FIG. 27, an operation when the active correspondence list extraction process is performed in the sales support system according to the present embodiment will be described.

 [0124] When the customer IC tag information of the sales floor is captured (S401), the corresponding information is extracted from the customer database 53 of the corresponding required value calculation unit 10 and sent to the customer selection axis corresponding value holding unit 25 (S402) . The data in the customer selection axis corresponding value holding unit 25 can be corrected by the data in the comparison axis reactivity master 36 (S403). The corrected data is selected according to the order in which the reference value is calculated based on the fixed threshold value or the data sent from the applicable personnel calculation unit 40 (S404), and the positive response list is extracted (S405). ) And displayed on the sales support terminal (S405).

 (Dynamic management process for personnel)

 [0125] Next, with reference to FIG. 28, description will be given of an operation when performing a dynamic management process for personnel in the sales support system according to the present embodiment.

[0126] When the customer IC tag information of the sales floor is captured (S501), the selected axis is extracted from the customer database 53 of the corresponding required value calculation unit 10 and sent to the customer selected axis corresponding value holding unit 25 (S502). The data in the customer selection axis corresponding value holding unit 25 is corrected by the data in the comparison axis reactivity master 36 (S503). The customer IC tag information of other sales floors is sent to the store management calculation unit 12 together with the sales floor data, the customer data force selection axis information of the corresponding required value calculation unit 10 is extracted, and sent to the customer sales degree calculation unit 35 of other sales floors. . The data in the customer selected axis corresponding value holding unit 25 is corrected by the data in the comparison axis reactivity master 36, and is added to the selected axis information in the customer selected axis corresponding value holding unit 25 to obtain the sales floor corresponding value accumulating unit 37. The cumulative sales floor corresponding value is calculated (S504). The sales floor correspondence value is multiplied by a coefficient determined for each sales floor to determine the ideal personnel (S505). On the other hand, the personnel gap is determined based on the available personnel information extracted from the employee database 39 and the ideal response personnel (S506), and the call extracted from the employee database 39 when the ideal response personnel is insufficient. The power to be called by the possible personnel or the status display is performed from the sales support system (S507).

 (Automatic service selection process)

 [0127] Next, with reference to FIG. 29, an operation when performing an automatic service selection process in the sales support system according to the present embodiment will be described.

 [0128] Browsing information and product point information on the information provision screen is sent from the sales support system, and there is a screen that can be viewed in the vicinity of the customer IC, or a salesperson or customer information request is input to the terminal. (S601), the information is sent to the customer product information acquisition information capturing unit 45. Based on the customer information, the customer selection axis corresponding value holding unit 46 sends the customer data of the corresponding customer required value calculating unit 10. Based on the data, the correspondence determination unit 47 determines the customer response required value of the selected axis that is the target of automatic selection (S602). The customer service required value and fixed threshold value, or the corresponding service skill of the corresponding service skill field extracted from the external salesperson database and the corresponding service skill extracted from the store required value data holding unit 49 Based on the accumulated correspondence values in the field (S603), the correspondence determination unit 47 compares the data obtained by reconverting the personnel gap information into the threshold information. As a result, if the required response value is greater than or equal to the threshold value, an external salesperson will take action (S605), and if the required response value is less than the threshold value, service will be provided based on the information provided automatically by the sales support device. (S606). When a response is made by an external salesperson, the service is selected from the available external salesperson information extracted from the external salesperson database 50 (S607).

 (Dynamic management process for personnel)

 [0129] Next, with reference to FIG. 30, an operation when performing a dynamic management process for personnel in the sales support system according to the present embodiment will be described.

[0130] The accumulated value of the corresponding service skill field is extracted from the store-necessary value data holding unit 49 (S701), and when the available personnel are calculated (S702), this value is multiplied by the coefficient of the service skill field. The ideal response personnel are extracted (S703). The available external salesperson information extracted from this salesperson and the external salesperson database 50 is compared, sent to the personnel gap calculation section 51, and the personnel gap information is calculated (S704). As a result, ideal responders If there is a shortage of employees, the sales support system displays a force or a situation display by a callable person extracted from the external salesperson database 50 (S705).

 (Overall optimization process for stores or services)

 [0131] Next, with reference to FIG. 31, the operation at the time of performing the store or service overall optimization process in the sales support system according to the present embodiment will be described.

 [0132] For each sales floor or service area, the personnel gap information and callable personnel information of each service skill field or all store groups or all departments of the store are aggregated in the store group center or store optimization calculation unit 42. (S801). Of the aggregated data, an optimization calculation is performed from ideal response personnel and callable personnel (S802), and the optimal number of response personnel is calculated (S803). In addition, the personnel gap between the optimal number of responders and the currently available personnel is calculated (S804). If the number is insufficient, the optimal number of callers is calculated from the personnel gap, and a call is made to the callable personnel selected in the list. The sales force and status are displayed from the sales support system (S805).

 [0133] As described above, the sales support system according to the embodiment of the present embodiment extracts the efficiency of service by extracting the customer information narrowing process based on the browsing reference history of customers of products and services. It is something that is going to be performed. Therefore, although it is mainly assumed to be stores that sell products, the present invention is not intended to be limited to the stores described above, that is, the present invention replaces products with services. As a result, it can also be used to improve the efficiency and optimization of service provision at museums, art galleries, airports and showrooms. In addition, in shopping malls on the Internet, sales support data can be created and used based on the product browsing history. Furthermore, in the product sales and service provision system using the call center using the Internet browsing function, It can also be used for efficiency.

Claims

The scope of the claims  [1] A sales support system for supporting sales using customer information acquired by an ic tag,  Means for giving value by pointing the customer's behavior information for each selection axis of the product or service selected by the customer;  Means for calculating the customer requirement value from the valued customer behavior information; means for storing the customer requirement value;  A sales support system characterized by having  [2] The means for performing the pricing includes the customer history information, the price information of the product or service, the ratio of the time approaching the store clerk to the total residence time of the customer, and the customer's 2. The sales support system according to claim 1, wherein the value is given by giving a point to a ratio of a staying time before a specific product or service to a total staying time in the store.  [3] means for storing the customer's selection axis and behavior information in script format;  The sales support system according to claim 1 or 2, further comprising: means for displaying a matching script by inputting the customer's selection axis or behavior information. [4] A means for calculating a corresponding value total by summing up the customer's required correspondence values, a means for calculating an ideal correspondence person by multiplying the corresponding value total by a predetermined coefficient, and registering employee information A means for calculating a personnel gap value by comparing the ideal capable personnel extracted from the employee database extracted from the selected employee database;  Means for calculating the optimum personnel from the personnel gap value;  The sales support system according to any one of claims 1 to 3, further comprising: [5] means for calculating a response target value from the required response value of the customer, and regarding the response target value as an ideal response person;  A means for calculating the personnel gap value by comparing the ideal personnel with the ideal personnel that can handle the reality extracted from the employee database;  Means for calculating the optimum personnel from the personnel gap value; The sales support system according to any one of claims 1 to 3, further comprising: 6. The sales support system according to claim 4 or 5, further comprising means for extracting a customer whose required response value is a threshold value or more and creating a positive response list! /. [7] means for calculating a threshold value of the required response value from the personnel gap value;  Means for extracting and calling an external salesperson from the external salesperson database in which the external salesperson is registered when the customer's required response value is larger than the threshold;  The sales support system according to any one of claims 4 to 6. [8] A sales support method for supporting sales using customer information acquired by an IC tag,  Point the customer behavior information for each selected axis of the product or service selected by the customer,  The behavioral information power of the valued customer; calculating the customer's required response value; storing the customer's required response value;  A sales support method characterized by having! [9] storing the customer's selection axis and behavior information in script format;  Displaying a matching script by inputting the customer's selection axis and behavior information;  The sales support method according to claim 8, comprising: [10] A step of calculating a corresponding value total by adding the corresponding required values of the customer, a step of calculating an ideal response person by multiplying the corresponding value total by a predetermined coefficient, and registering employee information Comparing the available personnel extracted from the employee database with the ideal capable personnel and calculating a personnel gap value;  A step of calculating an optimal personnel,  The sales support method according to claim 8 or 9, further comprising: [11] calculating a response target value from the required response value of the customer and considering the response target value as an ideal response person; Employees who can handle the reality extracted from the employee database Calculating a personnel gap value by comparing with ideal response personnel;  A step of calculating an optimal personnel,  The sales support method according to claim 8 or 9, further comprising: [12] calculating a threshold value of the necessary value corresponding to the personnel gap value;  The steps of: extracting an external salesperson from an external salesperson database in which the external salesperson is registered and calling the external salesperson when the required response value of the customer is larger than the threshold value. The sales support method according to claim 1. [13] A sales support program for causing a computer to execute the steps according to any one of claims 8 to 12.