Workflow and speaking skills of receiving customers entering the store

Workflow and speaking skills of receiving customers entering the store

The workflow and speaking skills of receiving customers into the store. If you want customers to buy your own products, you must improve your hospitality skills. Why else would customers buy your products? Let's learn the workflow and speaking skills of receiving customers into the store.

The workflow and speech of receiving customers into the store 1 1, front desk

When you see a customer enter the door, you need to take the initiative to open the door and ask with a smile, "Hello, do you have an appointment?" At the same time, greet customers to sit down and prepare tea snacks for customers.

After the customer sits down, the front desk needs to ask the customer's last name and mobile phone number and record them in the file. If the customer does not refuse, you can ask the customer to fill in a data sheet first, including the basic information of the customer, the skin condition and the project you want to do.

The reception time at the front desk should not be too long, so as not to keep customers waiting and cause resentment.

2, beautician

After writing down the customer's basic situation at the front desk, you need a beautician to complete the service. Beauty salons with skin detectors usually take customers for skin tests first, then analyze the existing skin conditions, make skin management plans for customers, and then recommend customers to do management projects that need to be done. Of course, if customers have their own projects, they will still focus on their own ideas.

After skin examination, the beautician should introduce the environment of the beauty salon to customers when guiding them into the beauty salon, such as where the bathroom is and where the dressing room is. Before entering the beauty salon, he should take the initiative to change shoes for customers, hang up customers' bags and coats, lay clean sheets in front of customers, and tell customers: "Hello, you can lie down. All our sheets were changed and disinfected by one customer. Please feel free to use it. "

After the customer lies down, if the weather is cold or the air conditioning temperature is low, remember to cover the customer with a quilt before the beauty operation, and introduce the customer in detail and pay attention to the main points before each operation. For example, "Next, I want to apply some essence to you. This is the star product of our beauty salon, which has a good effect on relieving redness." "This mask will freeze a little on my face just now. If you feel uncomfortable, please tell me. "

After nursing the client, he said, "Today's nursing has been finished. Please have a rest first and don't forget to take your belongings with you when you leave the room. "

3. Front desk+beautician

In addition to the beauty room, the beautician guides the customers to sit down in the front hall, and the front desk prepares tea and snacks for the customers. The beautician then asked the customer how they felt after the skin test. If the skin test is completed, he can give the customer another test and let the customer see the immediate effect. Then explain some precautions to the customer, and then personally open the door to see the customer off.

The above is the service flow and reception speech of new customers in beauty salons. Customers may not be gods, but as service practitioners, you should treat customers as family and friends, let customers feel your sincerity and leave a good impression on beauty salons.

The workflow and words of receiving customers into the store 2 1, standardized greetings

Shout loudly: hello! Excuse me, is this Mr x? I'm a telemarketer in XXX, XXXX brand XX store. You can call me Pan Pan. Take an easy-to-remember name and emphasize your name many times on the phone so that customers can remember it.

Step 2 tell the purpose of the call

Salesman: I saw you paying attention to our XX brand XX model in Yi Bei this morning. I'll get back to you as soon as I see the message. First of all, thank you very much for your trust in our XX brand. You have a good eye!

This is XXXXXXXX (highlighting the core selling point in one sentence). This model you see is the most popular in our shop. What exactly do you want to know?

3. Answer the customer's phone

Telesalesman: Hello, I'm the telemarketer of XXX, XX brand XX store. You can call me Pan Pan. May I know your name?

Guest: Your last name is Wu.

Telesalesman: Angkor/Mr./Teacher (according to local customs), hello, what can I do for you?

Customer: I want to ask XXX.

Shop assistant: You have a good eye. You are the eighth customer who asked about this car this morning/afternoon. This car is XXXXXXXX (highlighting the core selling point in one sentence), praising customers and emphasizing product features.

4. Demand mining

Have you ever known or tested this car before?

Do you choose this car for your own use or for work?

What do you pay more attention to in terms of vehicle appearance, interior, handling and safety?

Pay attention to the appropriate reply and explanation according to the questions raised by customers, but not too much overall. It is important to invite them to the store.

Step 5 invite to the store

Telesalesman: It's a big deal for Mr. X to buy a car. You can come to our exhibition hall in person. Let me give you a detailed introduction. Do you rest on weekdays or weekends?

Customer: I usually rest on weekends.

Telesalesman: There are several people watching cars in our exhibition hall at the weekend. In order to receive you better, I will give priority to your time.

Do you think today is Saturday or Sunday? Morning or afternoon?

Guest: Saturday afternoon.

Shop assistant: ok, I'll call you again on Saturday morning to remind you.

Pave the way for the next invitation.

Guest: OK.

Mr. X, you are not sure when you will come to the store this weekend, are you?

Shall I call you on Friday afternoon to confirm?

I can arrange time to receive you first!

Guest: OK, let's make it Friday.

If the customer still refuses to come to the store, or calls to ask if there is any discount, how to answer?

Salesman: Brother X, it seems that you have really paid attention to this car for a long time. Then you must come to the store. Why?

Buying a car now is not just a car problem, just like buying a house needs decoration. Loan replacement, fine decoration and after-sales service are all things you should consider. Although there are no concessions in the whole country, we can win many concessions for you in these value-added services.

You can also test drive with your wife and family. After all, buying a car is a big deal, and the opinions of family members are also very important. Do you think today is Saturday or Sunday? Morning or afternoon?

6. Invite for a test drive

Telesalesman: Hello, Angkor, I'm the telemarketer of XXXX brand XX store. You can call me Pan Pan.

I see that you have been paying attention to XXX recently, and it happens that our store has a test drive at the weekend. I would like to invite you to have a test drive. I will arrange a senior test drive engineer certified by our factory to serve you, test drive at the store and give gifts. As the activity ends this Sunday, which day are you free on Saturday or Sunday?

7. Add WeChat/Send SMS

Thank you very much for your concern and trust in XXX brand. Do you think it is convenient for me to add you to WeChat? I will send it to your mobile phone in the form of WeChat/SMS later. If you have any questions about the vehicle, please contact Pan Pan, and Pan Pan will be happy to serve you.