Customer reception etiquette process

Our country has been since ancient times? State of etiquette? People who are polite in everything can be respected and treated well all over the world. What is the process of customer reception etiquette? The following are some of the contents I collected, hoping to help you.

Customer reception etiquette process: there is nothing to prepare for adjusting the mentality. Foreigners are human beings, and some people are still of poor quality. Just like the wholesale households started by farmers in China, they don't feel anything after watching too much. Talk to them as usual.

Foreign businessmen are not here to do charity diplomacy, but to make money in partnership with you, and making money is always the first. If you can't guess what foreign businessmen are thinking, there is no need to guess. Just remember that we can work hard to make money together, so that our mentality will be peaceful and humble.

Putting aside these unrealistic things, relaxing yourself and being a real person, rather than pretending, can often win the respect of foreign businessmen and do things well-foreign businessmen, like us, are willing to do business with a guy who looks more stable and authentic, rather than a guy who runs before and after.

Customer reception etiquette process: discuss the visit schedule with the customer, communicate with the factory (company reception department), and send an email to the customer for confirmation after everything is finalized, so that the factory can prepare for the reception.

Since we are here to make money, not for sightseeing or business, a pragmatic and compact itinerary is always the most popular. Putting on a big banquet and traveling with them may not be a deal.

Therefore, discuss his itinerary with foreign businessmen in advance, but you'd better arrange the stages for foreign businessmen to visit factories/companies, see which products and workshops, foster strengths and avoid weaknesses, and fully arrange what you want to show to foreign businessmen. You can ask for the opinions of foreign businessmen or imagine yourself as a foreign businessman. If I visit a strange supplier in a strange country, what do I hope to see?

When you actually visit, as long as you follow the itinerary strictly (even deliberately and strictly), you can always leave a good impression on foreign businessmen. -The reason is simple. Buyers don't hate rigid suppliers. What they are most afraid of is those manufacturers who break their promises and have no clear plans.

If possible, at least know the time, shift and contact information of the guests coming to China.

Etiquette process of customer reception: as I said before, you should know the company's products, production process and technical parameters before you can show the guests around.

It is best to prepare some English introductions about the company and the whole production process in advance to avoid difficulties in translation. In addition, some questions that guests may ask should be prepared in advance.

Customer reception etiquette process: inquire about guest information 1. Understand the customer, including the customer's detailed contact information, company background, company strength, business status, business scope, the purpose of the customer's visit and the main contents of interest. It also includes the shareholding structure, operating conditions, technical level and assets and liabilities of foreign companies in the past three years.

2. Learn more about the details of foreign negotiators, including their age, educational background, hobbies, physical health, positions in foreign companies, achievements in business resumes, and excitement about investment projects.

3 Investigate the nature of customers: You need to evaluate customers before they come. Where are you from? Is it retail or wholesale? What is the content of the website? For which products? Where is the regional market and so on.

Understand the religious problems of the guests to facilitate the reception. Learn more about the guests' national customs and preferences, pay attention to details, and learn as much as possible about their own city culture and attractions. Of course, they should know more about their own culture. Guests should know at least a little when asking, don't

These can win the respect of your guests. Not only at work, but also in other aspects.

Understand the information of the guest company and yourself, and you can better understand each other!

Customer reception etiquette process: prepare reception materials and do a good job of 1 which may be used for visits and negotiations;

Digital camera, pre-prepared CD catalogue and enterprise introduction (including your usual payment method, production cycle, etc. ), product brochures, small samples that are easy to carry;

Swatches, calculators, rulers, notebooks, staplers, picture books and targeted quotations. Remember to review the previous emails before the guests come and make basic preparations.

For special notebooks, calculators, price lists and notebooks, it is best to choose loose-leaf folders. You can tidy it up after a while, but you can't just throw it away. You can refer to it after sorting it out.

2, the company lobby welcome customers to visit the reception card, let the guests feel that it is valued. Tell the receptionist in advance that XX Company has a visitor, so it would be better if the receptionist could remember the name of the visitor.

3. The layout of the meeting room, the preparation of negotiation materials, including the preparation of the company's presentation, and the relevant documents and materials that customers need to show to prove the strength of the company. The contents displayed by the enterprise should be beautiful and detailed, including at least:

Enterprise competitive advantage, market analysis, previous year's performance.

Clear organization chart,

Customer service process, enterprise service standard, complaint channel and handling process

R&D team strength, historical honor, development project introduction, laboratory visit, person in charge resource introduction, honorary certificate, various certifications.

Prepare pick-up cards, company lobby reception cards, clean the company reception and negotiation room, prepare sample cards, and prepare other products that guests are interested in.

Prepare coffee, tea and some snacks and sweets.

Prepare small gifts and samples for guests.

7. Determine three plans for negotiation with foreign investors in advance, namely, the best plan, compromise plan and compromise plan; Prepare the strategies and means to realize the above three schemes.

Note: sometimes it is necessary to print the receipt notice and send it to relevant departments or factories!

8 know about nearby entertainment facilities and shopping and leisure facilities.

Customer reception etiquette process: pick up the plane 1 at the hotel, confirm the time, confirm the hotel, take the reception card and remind the guests to meet at the airport; Talking with customers in the car can be relaxing and pleasant, such as asking about the customer's journey, simple urban characteristics or cultural characteristics.

If negotiation fails, you can ask the guest's itinerary in the car and then make a specific decision. Generally, the guests are sent to the hotel you booked first, and sometimes the guests book themselves. Finally determine the hotel star rating, room (one person or shared room, floor, smoking area and non-smoking area, etc. ) and customers. Pay attention to choosing a hotel. Many hotels claim to be 5 stars, but they don't even have 3 stars. Then arrange nearby (hotel near the factory or airport), and inform the customer of the specific hotel address and telephone number after arrangement. Generally speaking, pick up the car at the hotel before putting it down. Give the itinerary, factory information and other documents to the customer and finalize the next day's visit. Some customers go directly to the factory first, so they must make preparations for the factory in advance.

If the guest has a rest first, be sure to pick up the customer at the hotel before leaving. Sometimes guests go directly to visit.

Note: negotiate with foreign businessmen, determine the negotiation schedule, and accurately and carefully connect each time period, such as which restaurant to eat, what food to eat, and so on. Ordinary foreign businessmen are very casual about lunch, so a box lunch will do!

Etiquette process of customer reception: arrange a visit and negotiation 1 Pick up the customer at the hotel on time the next day (customers in different countries have different concepts of time, so we usually wait in the hotel lobby 10 minutes in advance.

2. After receiving the factory or office, arrange visits and conversations according to the itinerary, and arrange special personnel to record the contents of the meeting.

If it is the first contact, to arrange a multimedia conference room, both parties can introduce their respective enterprises with projection slides.

3 negotiation

Negotiation skills are mainly practice, not learning or theorizing. You need to communicate with people more, including going to some markets for trading training and even bargaining training. On the basis of mutual trust and mutual benefit, it is very important to find ways to make profits for customers on the basis of ensuring their own profits. The order of negotiation, the order of visiting the company's factories, the level of accompanying personnel, and the professionalism and correctness of product introduction must leave a good professional impression on the guests and must not ask questions without understanding. Of course, these all come from the accumulation and study of usual work experience.

4. Be sure to take a notebook with you and record the customer's requirements and inquired styles at any time, so as to be targeted when replying to the email. Let all guests know the operation mode of their own company, which can make them more inclined to cooperate, and avoid the habit of keeping silent and reserved on sensitive issues. Don't cheat the guests, because you are a factory and make your own products. Some evaluation methods of guests depend on how to cooperate with you, how to interact with him, the competitive advantage of your product quality and the stability of your delivery time.

Chatting is very important, and a few words will dispel his reserve. The content can be adult issues such as exchange rate, construction, fund, family, house price and income. Through these, we can fully understand each other's personality, and then communicate in specific differences when talking about business.

Print the negotiated quotation or contract to the guest.

When the guests leave, they should be sent to the door, of course, it is best to send them to the elevator. The guest got on the elevator. After the elevator door closed, he said goodbye and went back to the office. Actually, we went straight to have dinner together.

Etiquette flow of customer reception: catering arrangement 1 After the visit and negotiation, there is still time, you can consult foreign businessmen and take the initiative to hold a banquet. At a banquet, the fewer people, the better. It doesn't matter if you are good at English; English is not good, try to avoid any special dishes-these dishes are often strange and time-consuming. The embarrassing situation of waiting for the ice will make the banquet a kind of torture, whether for you or for foreign businessmen.

2 In short, to? Doing business together? Normal mentality, isn't it? Receiving VIPs? It will be easier to receive your first foreign visitor in an exaggerated way.

When a guest comes to the company and we take him to the conference room or exhibition hall, we might as well ask: Shall I bring you something to drink? what would you like to drink? ) or simply: coffee or tea? Coffee or tea? If it is water, bottled mineral water is the best. Foreigners advocate health more than we do.

4. Instead of putting fruit in the meeting room, it is better to put some small sweets (mints or coffee candy, and small packages of chocolate are also good). There are basically no foreigners I meet who don't like sweets. China's unaccustomed diet also makes them feel hungry more easily. For a while. Small candy will play a big role.

For example, if they arrive at 3.4 pm, there is nothing better than exquisite cupcakes.

6. choice of restaurant: it doesn't have to be luxurious, but it must look clean. Because going out to work, health is very important. If they can't work because of diarrhea, their trip to China will be a great loss.

7. Choice of dishes: Be sure to ask before: Is there anything not to eat? Is there anything you don't eat? ) This question is actually very critical. The physique of foreigners is quite different from that of China people. They are allergic to many things.

8. Tableware for eating: Big hotels in big cities generally have knives and forks, but if you are a small place, please ask foreign customers to prepare a set of knives and forks for them in advance when eating. They will be a little embarrassed because they are allowed to use chopsticks. Especially when using chopsticks for the first time, it is very troublesome for business travelers if they get dirty.

9. Serving: Before serving, remind the waiter that the chicken must be served. Fish should also try not to order fish heads and other dishes. Don't order anything to eat live fish and shrimp. It's very scary for them to see their heads on the plate. Dogs, cats and snakes generally don't order. Don't tell them we eat these. Otherwise their puppies will feel uncomfortable when they see us eating dog meat. George W. Liuli did such a stupid thing: the other party was a Korean-American woman. Discuss eating cats and dogs while eating. I thought she was Korean (they traditionally eat dog meat) and should not be afraid. Who knows that her face changed when she heard it, and she ran to dry it with tears.

10. dish: because the use of public chopsticks is not very common. When serving, please don't move chopsticks, and let the waiter put the dishes on the foreign guests' plates with chopsticks. (Of course, ask in advance: Do you want to try this? ) Then everyone eats together.

1 1. dessert: if there is any dessert, it is best to put it at the end. If not, a fruit bowl will do.

12. Drink: I almost forgot to mention it. For most people, the beer level in China is much higher than theirs. If you have a job after dinner, you might as well order Tsingtao beer, which is lower in degree and tastes better for them. If you think he doesn't drink, he is fat, and diet coke/light coke is the best. !

13. In catering, it is best to know some customers' beliefs. The conversation should be relaxed and natural, you can talk about work or something else. You can let nature take its course according to the interests of the guests, without deliberate restraint.

Customer reception etiquette process: 1 After the visit, prepare a small gift for the customer, such as tea and handicrafts. It's best to go to the northeast once, and the factory will send customers ginseng, which looks very valuable. If you are a middleman, you'd better prepare your own gifts and improvise to avoid the embarrassment caused by customers giving gifts and factories not preparing gifts.

If possible, take more photos, including photos of people, photos of foreign businessmen and your company/factory nameplate. These materials will often be useful in the future.

2. After the visit, arrange entertainment and shopping activities according to customers' opinions. Customers in many underdeveloped countries often ask for shopping, especially electronic products and clothing. And it is very sensitive to price. In addition, some customers want to go to bars and other places, so they must do their homework before the reception and know about the nearby restaurants, bars, shopping and entertainment places. Some customers are more casual and can arrange some activities with China characteristics, such as drinking tea and going to the theatre.

3. It is usually to send customers to the airport. Some customers don't like troublesome people and can take them to the hotel. They should call the customers to say goodbye before the plane takes off.

4. Closing: This work must be done well. After the customer leaves, send an email to the customer in time, first, greet him, and second, send the understanding reached by both parties during this visit, or the minutes and memos of the meeting to the customer to urge the implementation of this project.

Write a thank-you letter after the guest leaves to thank him for his visit. In addition, list the samples that need to be prepared or the items that need to be answered, and inform the date of reply or follow-up. This has another advantage. If you have a guest who didn't attend the meeting, you can point it out in time.